We recently hosted an ISI Analytics Office Hours session where customers got a ton of value from exploring our newly released Agent Detail Reports for Webex Customer Assist and Microsoft Teams call queues. If you weren’t able to join live—or just want a quick refresher—this recap gives you an easy way to catch up and see how queue agents in Webex and Microsoft Teams are performing across every call.
Who do we mean by “agents”?
In this session, “agents” refers to the users handling calls in:
- Webex Customer Assist queues
- Microsoft Teams Call Queuing (Teams queues)
- Direct inbound/outbound calling in Webex Calling and Microsoft Teams Phone
TL;DR
This Office Hours session is your quick-start guide to Agent Detail Reports—a powerful feature that gives you full visibility into how Webex Customer Assist and Microsoft Teams call queue agents handle inbound, outbound, and queue calls.
What you’ll learn:
✔ How to build and filter reports by agent
✔ Interpret productivity trends with group-by data
✔ Use call attributes and transfer paths for deeper insights
✔ Export data and customize fields for advanced analysis
✔ Access release notes and plan details to maximize value
✔ See agent-level activity across Webex Customer Assist queues and Microsoft Teams Call Queuing (Teams queues)
▶Watch the full video now
You’ve heard about the Agent Detail Report—now see it in action. In this ISI Analytics Office Hours session, Adam walks through building and interpreting reports that give a complete view of Webex Customer Assist and Microsoft Teams call queue agents, along with direct inbound/outbound calls, in both Webex Calling and Microsoft Teams environments.
Jump to Key Moments
Click the video under each timestamp to go directly to that section in the video:
These examples use test data from Webex Customer Assist and Microsoft Teams call queues, so you can see exactly how Agent Detail Reports behave in real queue scenarios.
Getting Started: Switching to Dashboard
Adam transitions to the demo, showing the dashboard setup and context for test data.
Building a New Agent Detail Report Template
Learn how to create a new report template, select fields, and set defaults for accurate reporting on Webex Customer Assist agents and Microsoft Teams call queue agents.
Grouping and Filtering by Agent
Discover how grouping by agent helps you compare performance and apply filters for focused insights.
Running the Report and Interpreting Data
See how to run the report, expand grouped data, and interpret productivity trends.
Queue vs. Non-Queue Calls Explained
Understand how the report distinguishes between Webex Customer Assist and Microsoft Teams queue calls versus direct inbound/outbound calls, so you can separate queue performance from everyday calling activity.
Using the “More Info” Panel & Viewing Transfer Paths
Dive deeper into call details, including transfer paths and leg-level data for complete visibility into how calls move between queues, agents, and departments in your Webex and Microsoft Teams environments.
Understanding Attributes and Field Customization
Customize field names, sorting, and display options to tailor reports to your needs.
Reviewing Release Notes and Documentation
Where to find detailed documentation and release history for new features.
New Feature Spotlight: Custom Roles and Plan Matrix
Explore how custom roles simplify user permissions and how to check your plan details.
Why It Matters
Agent-level insights aren’t just about data—they drive measurable business outcomes. Here’s how:
Improve Coaching & Performance Management
Identify top performers and those who need support across your Webex Customer Assist queues and Microsoft Teams Call Queuing. Use real call data to guide coaching conversations and set clear KPIs.
Related resource: Case Study: View How a Healthcare Sleep Center Improves Agent Productivity >
Optimize Resource Allocation
Understand call patterns and agent workloads across Webex and Microsoft Teams queues to staff smarter and reduce wait times.
Related blog: Unlocking the Full Picture with Agent Detail Reports
Enhance Customer Experience
Reduce missed calls and improve first-contact resolution by analyzing transfer paths and call dispositions across your Webex Customer Assist and Microsoft Teams queue flows.
Learn more: Deliver Outstanding Customer and Patient Experiences with Queue Analytics
Drive Strategic Decisions
Export data for advanced analysis, combine with dashboards, and leverage insights for long-term planning.
Related resource: Persona-Based Use Cases for ISI Analytics, such as for Voice and IT Teams
Ready to Put These Insights into Practice?
Watch the full session and start building smarter reports for your Webex Customer Assist and Microsoft Teams calls queues today.