Beyond Call Analytics - Powered by AI
Advanced Analytics.
Turn every conversation into immediate business intelligence.
Imagicle Advanced Analytics is an evolution of call analytics: it connects communication data across every calling platform and transforms it into AI-powered business intelligence. Start from 50+ ready-made reports on service levels, costs and adoption of your calling platform, then use AI to shape them around the questions your business actually asks.
Call analytics and beyond: what your business needs to analyze the entire communication system.
Contact center and customer experience analytics across Cisco and Microsoft Teams ecosystems.
Build in seconds.
Configure dashboards around how you actually work: multi-site, multi-timezone, multi-currency, multi- tariffs, and more. Modify – and soon, generate – them just by asking in natural language.
CC & CX Analytics.
Cost & Adoption Analytics.
Gain insights on the adoption of your devices across the network. Assign spending limits and get alerts on budget thresholds, anomalies, and more.
Readable reports.
AI turns raw metrics into plain-language summaries. You get the story behind the numbers without digging through rows of data. Coming soon.
Use AI on your terms.
IT and voice teams stop building reports by hand and switching between tools. One platform covers it all: call traffic, costs, device adoption, and more. Already compliant and natively integrated.
Supervisors see agent performance, queue status, and service levels in real time, not in a report the next morning. If they need a tweak, it only takes a prompt.
Each user visualizes data the way that’s most efficient for them. Drag-and-drop customization and fast editing through AI make sure call, queue, CX, and cost analytics are covered without relying on IT.
Reports land directly in someone’s inbox on the schedule you set, and exported in the format they need. You get alerts for undesired event. You don’t even need to log in the platform.
Ask AI.
With the Ask AI feature integrated in your widgets, you can type questions like “which agents had the highest average handling time last week?” and get an instant, AI-generated answer.
Ask to filter last quarter’s report by region, swap a chart type, or add a new metric, and watch it update instantly. No ticket to IT, no starting from a blank dashboard.
Why Choose Imagicle
Advanced Analytics.
Advanced Analytics.
AI your own way
Coverage
Contact Center
Scalability & Flexibility
Proactive Alerts
Cost & Adoption
A finance team on Cisco UCM, a sales team on Webex, a support team migrating to Teams contact center: normally that’s three tools, three logins, three ways of counting the same metric. Advanced Analytics unifies communication and call analytics across Webex, Cisco UCM, Microsoft Teams, and contact centers, and soon every Imagicle application.
A supervisor needs to know which agents had the highest average handling time last week, before the Monday review, not after. They ask, in natural language, and get the answer without waiting on a custom report. Monitor queue performance, service levels, abandoned calls, agent productivity, and customer experience through dedicated dashboards built for contact center teams, and spot bottlenecks before they affect your customers.
A new site opens. A department moves to a new platform. You onboard an AI Receptionist. Normally that means a new reporting setup from scratch. Here, it’s one more filter: as your organization and data sources grow, Advanced Analytics grows with them, with detailed reports across different sites, departments, time zones, and cost structures, plus flexible filters, role-based views, and scheduled distribution.
A cost spike or an unusual call pattern happens the moment it occurs. In most organizations, nobody notices until a report gets built, and that takes days. In those days, the spike keeps running, and by the time it shows up in a spreadsheet, the cost is already sunk. Advanced Analytics detects anomalies automatically, schedules reports on any cadence, and notifies stakeholders before the issue reaches the business. Pair it with Compliance & AI Quality Recording and you’ll also be notified about script adherence, complaints, and more.
More than call analytics. See it in action.
| Feature | Imagicle | Webex Control Hub |
|---|---|---|
| Analysis scope | Business Analysis | IT Analysis |
| Hybrid support | YES - WxC MT-DI UCM/C.Assist/Teams (WxCC/UCCX soon) | NO, WxC only |
| Retention | up to 7 years | 13 months max via ProPack |
| Data analysis range | Unlimited | up to 3 months at a time |
| Custom dashboards | Fully customizable with detailed role-based access | Predefined list of widgets with minimal role association |
| AI Powered (Gen BI) | Built in, under your control | Basic |
| Feature | Imagicle | Microsoft Teams |
|---|---|---|
| Analysis scope | Business Analysis | IT Analysis |
| Hybrid support | YES - WxC MT-DI UCM/C.Assist/Teams (WxCC/UCCX soon) | NO, Teams only |
| Retention and range analysis | up to 7 years | 45 days |
| Queue Analytics | Queue & Auto Att analysis (coming soon) | No, requires complex integration with PowerBl |
| Custom dashboards | Full, via visual editor or natural language (AI) | Minimal and limited predefined reports |
| Cradle to Grave | Yes | No |
| AI Powered (Gen BI) | Full, for editing, queries, dashboards, and reports | No |
Optimize your whole customer experience, beyond call analytics.
- Call Reporting, Trends & Traceability
- Call Accounting, Costs & Adoption
- Queues, CX Analytics & Proactive Alerts
- Supervisor workspace with real-time monitoring and live operational data
- AI automation with AI Receptionist
- Smart omnichannel agent workspace
Any question about Advanced Analytics?
What is Imagicle Advanced Analytics?
Advanced Analytics is Imagicle’s AI-powered business intelligence platform for communications. It connects data from calling platforms and contact centers and turns it into dashboards, reports, and insights generated automatically through AI, instead of built manually. It’s designed for IT teams, contact center operations, and business leaders who need one place to see how communications are performing.
Which calling platforms does it support?
Advanced Analytics supports Webex, Cisco UCM, and Microsoft Teams, with dedicated coverage for Webex Contact Center and Webex Customer Assist.
Does Advanced Analytics support multi-site, multi-timezone, and multi-currency environments?
Can I build dashboards without help from IT?
Yes. Dashboards can be created through a visual editor and with the help of AI, so business users don’t need to rely on IT or specialized reporting skills to get the view they need.
Can reports run and get emailed automatically?
Yes. Reports can be scheduled hourly, daily, weekly, or monthly, sent to multiple recipients, filtered before sending, skipped if there’s no meaningful data, and saved to a shared Windows folder for retrieval by third-party systems.
How does Advanced Analytics manage data privacy and compliance?
Yes. Reports can be scheduled hourly, daily, weekly, or monthly, sent to multiple recipients, filtered before sending, skipped if there’s no meaningful data, and saved to a shared Windows folder for retrieval by third-party systems.
How can phone lines be locked or unlocked upon budget thresholds?
Six ways: from the Cisco phone with a PIN-protected XML service, from the web portal or Budget Control, from Imagicle gadgets on Cisco Jabber or Webex, through Phone Lock REST APIs at a global or department level, through a scheduled Windows task, or automatically when a personal budget threshold is reached.
Can I set up alerts for unusual activity?
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 Knowledge Base.
