ISI Analytics brings call queue activity from Microsoft Teams, Webex Calling, and Cisco UCM into one place — so your teams can answer questions in seconds, not hours, and act before issues reach your customers.
As organizations grow across locations and calling platforms, the data that explains customer interactions ends up scattered. Native reporting tells part of the story — but the full picture lives across systems that don’t talk to each other.
No single place to search or report on call activity across Teams, Webex, and UCM.
Reporting is manual, slow, and inconsistent — built by hand, server by server.
Stakeholders in IT, Operations, and Leadership wait on others for the data they need.
ISI adds the visibility, depth, and reach your native platforms weren’t built to deliver — without the cost or complexity of a full contact center.
Bring Teams, Webex Calling, and Cisco UCM together. Track a call end-to-end across your whole environment — no stitching tools together, no blind spots.
Validate a call, trace a transfer path, or surface a missed-call pattern on demand — without waiting on IT to build a one-off report.
Get call-center-grade metrics from the calling platform you already own. A low-cost path to the visibility leadership expects.
Facing call data fragmented across multiple Cisco platforms and a separate contact center, the organization consolidated onto a single ISI Analytics layer — giving IT, Operations, and Leadership one trusted source for every call.
From a single consolidated view down to the path of one individual call — ISI gives every team the depth they need, in formats they can act on.
Service levels, call volume, answer and abandonment rates, talk and wait times — across every queue, in one view.
Follow any call from origination through every transfer to its final outcome — the complete journey, not just a snapshot.
User-definable alarms flag after-hours calls, potential fraud, 911 events, and other call activity that needs attention.
Ad-hoc search across call attributes with extended data retention — so audits and investigations don’t stall.
Start from a library of queue, agent, and outcome templates — or build your own with the fields and filters that matter to you.
Send the right reports to the right people on a schedule — by department, by queue — in PDF, Excel, HTML, and more.
A representative set of core dashboards and drill-down views — how supervisors and operations teams monitor, analyze, and improve customer experience across voice queues.
Let’s walk through what unified queue analytics looks like in your environment.