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Why public sector teams choose ISI Analytics
- Queue Analytics as a core platform – purpose‑built reporting for call queues, hunt groups, and auto attendants across Teams, Webex, and CUCM.
- Audit‑ready call record access – fast search and retrieval for legal, HR, FOIA, and compliance requests.
- Historical retention aligned to policy (up to multi‑year options) with role‑based access controls.
- Business‑ready insights – KPI dashboards and scheduled queue reports without Power BI builds.
- Platform‑native coverage – Microsoft Teams (Commercial & GCC), Webex Calling (Customer Assist / voice queues), and Cisco UCM.
- Security & trust – enterprise SaaS with SOC 2 Type II and optional SSO.
Outcome snapshot
Fewer missed calls during peak periods, hours back each week through automated queue reporting, and faster audit response times across agencies and campuses.
Where ISI helps in the public sector:
Higher Education
Admissions, financial aid, registrar, student services
Give deans and department leads visibility into hold times, abandoned calls, and voicemail outcomes across campus queues.
Standardize KPIs, automate hourly/daily/weekly reporting, and staff intelligently during registration and peak admissions.
University Admissions Office Shortens Hold Times with Webex Customer Assist
A leading university admissions team needed enhanced visibility into call activity to better serve prospective students. With Webex Customer Assist and ISI Queue Analytics, they gained the insights needed to improve agent responsiveness, streamline scheduling during peak periods, and deliver a smoother admissions experience.
Results:
- Significant reduction in hold times within 60 days
- Improved team responsiveness and morale
- Clear visibility into admissions call patterns
Beyond Admissions: Campus-Wide Impact
ISI Queue Analytics is helping higher ed teams across departments:
- Shorten wait times during registration and financial aid peaks
- Boost response rates for IT helpdesks and advising centers
- Reduce missed calls in housing, wellness, and safety offices
- Balance workloads with enhanced queue visibility
From prospective student inquiries to alumni engagement, ISI Analytics empowers institutions to harness voice data across departments, campuses, and the entire lifecycle of community interactions.
K-12 districts
Parent‑facing lines, transportation, attendance, main office
See exactly where calls complete—answered, abandoned, or voicemail—and reduce morning‑rush bottlenecks.
Replace manual CSV work with scheduled stakeholder reports and role‑based dashboards for school and district leadership.
K-12 School District Saved by Migrating to Webex Calling
Missed calls aren’t an option for schools. When this K‑12 district moved to Webex Calling, they needed better visibility fast. See how they modernized parent communication, improved efficiency, and avoided $65K in costs—all without a contact center.
State & local government
Constituent services, licensing, benefits, public safety administration
Unify visibility across auto attendants and queues so each department can monitor SLAs and improve service quality—without expanding IT headcount. Retrieve historical call records quickly for audits and investigations.
What you can do with ISI Analytics
Microsoft Teams Queue Analytics
- Complete historical reporting for Call Queues & Auto Attendants
- KPI dashboards (ASA, AHT, abandon %, service level) and agent performance
- Cradle‑to‑grave call path tracing with drill‑downs
Webex Calling (Customer Assist) queue analytics
- Voice queues & group call management analytics beyond native Control Hub
- Queue summary, agent detail, and hourly trend views for staffing decisions
- Granular call outcome tracking (answered, abandoned, voicemail, transfers)
Explore Public Sector Further
Want to learn more about ISI's Public Sector support? Check the items at right or visit the ISI Resource Center.
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Simplify Your Call Analytics
Your team shouldn’t spend hours building dashboards when they could be making strategic decisions. ISI Analytics gives you complete call queue visibility from day one—no spreadsheets, no lengthy setup. Get the insights you need to drive performance and prove ROI to leadership.
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