We recently hosted an ISI Analytics Office Hours session focused on getting more value out of Report Field Attributes in our new reporting engine. 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 small changes to field settings can make your Webex Customer Assist, Webex Calling, and Microsoft Teams Phone reports clearer, more consistent, and easier to share.
Who is this session for?
In this session, we’re talking to anyone who builds or consumes reports in:
- Webex Customer Assist queues
- Microsoft Teams Call Queues
- Direct inbound/outbound calling in Webex Calling and Microsoft Teams Phone
TL;DR
This Office Hours session is your practical guide to Report Field Attributes—the settings that control how fields look and behave in your reports.
What you’ll learn:
✔ How to find and configure Report Field Attributes in the new reporting engine
✔ Use attributes to rename columns and align fields with your internal terminology
✔ Choose between directory codes and friendly names for business users
✔ Balance insight vs. privacy when displaying caller details
✔ Use attributes in the classic engine for Call Type names and duration metrics
✔ Apply field attributes to Agent Detail reports for queue analytics
▶Watch the full video now
You’ve heard about Report Field Attributes—now see them in action. In this ISI Analytics Office Hours session,
Adam walks through how to tune attributes so your reports are easier to read, export, and share across
Webex Customer Assist,
Microsoft Teams call queues,
and direct calling in Webex Calling and Microsoft Teams Phone.
Jump to Key Moments
Click the image under each timestamp to go directly to that section in the video:
These examples use test data from Webex Customer Assist and Microsoft Teams environments, so you can see exactly how Report Field Attributes behave in real queue and agent report scenarios.
Getting Oriented: Where to Find Report Field Attributes
Adam transitions into the Analytics experience and shows exactly where to access Report Field Attributes.
You’ll see how attributes sit alongside your existing templates and how they influence what users see in their reports and exports.
Making Directory Fields Readable: Codes vs. Names
Learn how to choose between directory codes (like department IDs) and friendly names (like “Cardiology Clinic” or “Contact Center East”) in your reports. Field attributes make it easy to present queue and department details in a way that’s clear to business stakeholders—not just technical teams.
Balancing Insight and Privacy: Caller Detail Options
In regulated environments, it’s not always appropriate to show full caller numbers in every report. Adam demonstrates how Report Field Attributes let you swap out raw numbers for call type or category values, giving supervisors and leaders the insight they need while supporting privacy and compliance requirements.
Classic vs. New Engine: Call Type Names and Duration Metrics
For teams still using classic reports, field attributes remain important. Adam shows how to:
- Replace cryptic Call Type codes with readable names
- Adjust attributes so PDF and export layouts make sense
- Set duration fields to show sum, average, min, or max per call type
This helps you keep classic reports usable while you transition more workflows to the new reporting engine.
Applying Field Attributes in Microsoft Teams Agent Detail Reports
Finally, Adam brings it all together in a Microsoft Teams Agent Detail example, showing how field attributes shape what supervisors see for agent identity, queue context, and caller details. This is where the configuration work pays off in day-to-day queue management.
Why It Matters
Field attributes may feel like “small settings,” but they have an outsized impact on how your reports are used, trusted, and shared.
Here’s how customers put them to work.
Make Reports Easier to Consume Across the Organization
When column names, directory fields, and sorting are tuned to your internal language, more people can confidently use the data—from contact center supervisors to department leaders and compliance teams.
Related resource:
Unlocking the Full Picture with Agent Detail Reports
Support Privacy and Compliance Without Losing Insight
With the right caller and agent attributes, you can mask or abstract sensitive details while still tracking performance, volumes, and trends across Webex Customer Assist and Microsoft Teams queues.
Related blog:
Call Record Search and Compliance with ISI Analytics
Improve Queue and Agent-Level Decision Making
Readable, well-structured reports make it easier to spot trends in handle time, abandoned calls, and queue loads across your Webex and Microsoft Teams environments, so you can staff smarter and take action faster.
Learn more:
Deliver Outstanding Customer and Patient Experiences with Queue Analytics
Connect the Dots Across Dashboards, Reports, and Exports
Report Field Attributes help your exports line up with what users see on dashboards, reducing confusion and making it easier to combine ISI Analytics data with other BI tools or internal reporting.
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 fine-tuning Report Field Attributes in your environment to deliver cleaner, more actionable reporting for Webex Customer Assist, Webex Calling, and Microsoft Teams Phone.
▶Watch the full video now
Want more content like this? Explore additional ISI Analytics Office Hours recordings in our resource library to see how customers are using Queue Analytics, Agent Detail, and Call Record Search to drive better outcomes.