Queue-level insight. Smarter staffing decisions. Scalable visibility as care expands.
Growth is good news — until your call volume outpaces your visibility.
For one regional hospice and home-health provider, launching a home health program and expanding into six new counties meant a lot more calls moving through Microsoft Teams every day. Calls were coming in, moving through queues, and reaching staff. But leadership couldn’t see how well any of it was working. Were callers waiting too long? Getting routed to the right place? Hanging up before anyone answered? Nobody could say for sure.
The Challenge: More Calls, Less Clarity
As new service lines and coverage areas came online, leaders needed answers to some basic questions:
- How quickly are calls being answered?
- Which queues are busiest — and when do peaks hit?
- How often are calls abandoned or rerouted?
- Does staff coverage actually match call demand?
Without that visibility, staffing decisions ran on assumptions instead of data. And in healthcare, that’s a real risk. Every call can be a patient need, a family question, or a time-sensitive referral — a missed or misrouted call is more than an operational hiccup.
Just as important: the team didn’t want a full contact center platform. They wanted call-center-level insight, at a sensible price, inside the Microsoft Teams environment they already had.
The Solution: Queue Visibility Built for Teams
The organization chose ISI Analytics for Microsoft Teams Call Queues, bringing queue activity into one place with historical dashboards, queue-level KPIs, and productivity reporting across direct, queued, and outbound calls.
Instead of asking IT to pull data on demand, leaders now had clear insight into:
- Service levels and answer speed
- Abandoned calls and reroute activity
- Agent and team productivity
- Hourly-updated views of queue activity
All of it without requiring a separate contact center platform — or adding reporting overhead.
That shifted call analytics from a reactive reporting exercise to an everyday decision-making tool. Managers could spot peak-time trends and adjust coverage. Leadership could see whether queues were meeting service expectations. Teams could review abandonment and reroute patterns and act on them.
The Results: Answered, Routed, Resolved
With ISI Analytics in place, the organization gained:
- Unified visibility into Microsoft Teams call traffic
- Clear insight into answer speed, service levels, reroutes, and abandonment trends
- Data-driven staffing decisions as new service areas came online
- Operational insight without extra IT reporting effort
- A scalable analytics foundation for continued growth
Implementation was fast, budget-conscious, and required no disruption to the existing Teams environment.
Why It Matters
For healthcare providers expanding care services, call visibility is foundational. As more calls move through Microsoft Teams, organizations need to know whether callers are being answered quickly, routed correctly, and supported consistently throughout the day. Queue analytics turns those blind spots into decisions — staffing based on real demand, service levels leaders can actually see, and insight that doesn’t create more work for IT.
See how easy it is to get quick info on your call queues, like how long your customers wait in queue:
Queue-level insight. Smarter staffing decisions. Scalable visibility as care expands.
If your organization uses Microsoft Teams Calling and needs better visibility into queue performance, caller experience, and staffing demand, ISI Analytics can help. Schedule a demo to see how Teams call analytics can give your leaders the insight they need — without adding reporting complexity.