ISI Analytics

The platform provides comprehensive visibility into Teams call queues, including metrics such as average handle time and abandonment rates. Managers can monitor live agent status to ensure optimal coverage during peak hours. This allows for immediate adjustments that improve the overall caller experience.

SI Analytics provides cradle-to-grave reporting for Webex environments, capturing the entire journey of a call from entry to completion. Users can analyze usage patterns and hold times to identify workflow inefficiencies. Its detailed reporting even helps allocate calling expenses for all departments.

Auto Attendant Reporting tracks how callers interact with automated menus, highlighting drop-offs and revealing which options lead to successful resolutions versus those that result in high abandonment. This helps businesses refine call routing strategies, reduce frustration, and ensure callers reach the right department quickly and efficiently.

Cisco Call Analytics offers Hunt Group reporting and real-time dashboards to monitor call performance and agent productivity within Cisco environments. It enables teams to analyze call quality, monitor agent status, and identify peak traffic hours, thereby supporting better decision-making and enhanced management of communication infrastructure.

ISI Analytics software offers a built-in reporting engine that generates performance summaries that include total talk time, average ring time, and idle periods. This call-by-call agent's metrics help understand queue performance and recognize top-performing staff members. This fosters a high-performance culture and ensures consistent service quality.