With October’s monthly release, ISI Analytics is rolling out a major enhancement to help teams better understand and optimize agent performance: Agent Detail Reports for both Microsoft Teams and Webex.
These reports go beyond queue-level metrics to provide a cradle-to-grave view of the customer experience—from outbound calls to direct interactions. Whether you’re managing a support desk, sales team, or service center, this new feature gives you the clarity you need to coach, troubleshoot, and improve outcomes.
What’s Included:
- Outbound and Direct Call Visibility: Track all agent interactions, not just those routed through queues.
- Cross-Platform Support: Available for both Teams and Webex environments.
- Customer Journey Insights: Understand how each agent contributes to the overall experience.
Use Cases:
- Supervisors can identify coaching opportunities based on full interaction history.
- Voice Teams can correlate call patterns with technical performance.
- Leadership can make data-driven decisions about staffing, training, and resource allocation.
This release also includes custom roles, allowing organizations to tailor access and visibility based on user responsibilities.
Coming Soon: Agent Summary Reports
Looking ahead, Agent Summary Reports will be available in November for Webex and December for Teams. These reports will offer a high-level view of agent performance across time periods, helping managers:
- Spot trends in call volume and handling efficiency.
- Compare performance across agents and teams.
- Identify top performers and areas for improvement.
Stay tuned for more updates as we continue to expand visibility and control across your communications environment.