Case Study: a large higher-education institution improves Microsoft Teams call queue visibility with ISI Analytics

A Better Way to Measure Microsoft Teams Call Queues Across a Higher-Ed Footprint

A large higher-education institution faced significant visibility gaps after migrating its communications to Microsoft Teams Call Queues. With 23 locations, the institution lacked unified reporting, had inconsistent manual processes, and could not get timely insight into call volumes and peak periods, which hampered its ability to manage admissions and student services effectively. To address this, they turned to ISI Analytics and its Enterprise Queue Analytics for Microsoft Teams.

ISI Analytics implemented its solution by deploying licenses and enabling Single Sign-On for secure access. This provided tailored analytics views for different stakeholders, delivering call-center-level visibility that Teams' native reporting could not. The results included a 70–90% reduction in reporting effort through automation, a 10–25% reduction in missed calls during peak times, and over 100 hours saved annually for administrators.