Imagicle Call Analytics is a comprehensive call reporting and cost-control platform that helps businesses monitor phone usage, analyze call traffic, track expenses, and optimize communication resources. It provides real-time dashboards, detailed reports, and automated alerts to improve visibility, reduce costs, and prevent misuse or fraud.

Call Analytics offers more than 50 ready-to-use reports, including inbound, outbound, internal, missed, abandoned, answered, and transferred calls. Reports provide insights into call volume, call duration, peak hours, hunt group performance (for Cisco), agent activity, device usage, and call costs. Public reports can be customized and saved as personal reports for one-click access, as detailed in Call Analytics Reports.

Yes. Imagicle Call Analytics is built for global organizations. It supports multiple locations, time zones, currencies, carriers, and call accounting rules, making it ideal for distributed teams and multinational companies.

The platform tracks call usage, identifies unnecessary or fraudulent calls, allocates costs by department or cost center, and provides budget management tools. You can set spending limits, detect unusual calling patterns, and send automated alerts when budgets are exceeded. Tariffs and cost rules (local, national, international, mobile, etc.) are configured through the Call Analytics Configuration Wizard, as shown in Getting started with Call Analytics.

Yes. Reports can be delivered automatically via email in PDF or Excel format on a daily, weekly, or monthly schedule. This makes it easy for managers to monitor usage without logging into the dashboard.

Absolutely. Real-time dashboards display active calls, traffic peaks, device usage, missed call trends, and more. Managers can instantly see what’s happening across the organization. The Home and Dashboard pages are refreshed automatically and provide live widgets and KPIs, as detailed in Home and Dashboard web portal pages.

Yes. You can configure alerts for unusual behaviors such as high-cost calls, calls made outside business hours, repeated dialing patterns, or toll fraud indicators. The system notifies administrators immediately so they can investigate and take action. These alarms are part of the standard reporting and alerting capabilities described in the Call Analytics KB.

Yes. It provides insights into which devices or clients (IP phones, softphones, mobile apps) are being used, helping organizations plan upgrades, reduce unused licenses, and optimize UC investments. Device and phone-model analysis is included in the predefined reports and feature set documented in the Call Analytics KB overview.

Call Analytics works with Cisco UC platforms, Webex Calling, Microsoft Teams (via CDR export/Direct Routing), and SIP-based telephony systems. It collects and processes CDRs from on-prem, cloud, and hybrid environments using protocols such as FTP/SFTP, file sharing, and APIs. Supported environments are documented in the platform-specific KB sections, including UCX Suite for CUCM/CCME/WxC DI, UCX Suite for MS-Teams, and Call Analytics for Webex Calling MT.

All data is stored securely, with role-based access control, audit logs, encryption, and GDPR-compliant retention policies. Only authorized users can access sensitive call information. These capabilities build on the security and compliance framework of the Imagicle UCX Platform, which is aligned with standards such as ISO 27001, GDPR, PCI-DSS, HIPAA, and others.

Call Analytics can manage hundreds of thousands of CDRs per day and supports large enterprises with thousands of extensions, multi-cluster deployments, and complex reporting needs. Scalability is ensured by its SQL-based architecture and multi-site support.

Yes. You can export data, automate delivery, or integrate via API to sync call usage and cost information with business intelligence tools, ERP systems, and HR databases. Imagicle UCX Suite exposes APIs specifically designed to integrate its apps (including Call Analytics) with business processes and external systems, as outlined in the Imagicle UCX Suite KB.

Imagicle Call Analytics focuses on voice traffic, processing CDRs from your UC and telephony platforms (Cisco, Webex Calling, Microsoft Teams, SIP PBXs, etc.) for reporting and cost control. For digital channels such as chat and messaging in omnichannel customer service, Imagicle provides separate analytics within its Smartflows solution, the engine and editor behind the Imagicle Voice and Digital Virtual Agents. In other words, voice calls are handled by Call Analytics, while digital conversations are analyzed by dedicated omnichannel analytics solutions.