You can drill down into meetings or call on a per participant basis and see detailed information about their audio, video, and sharing quality. Data is updated every minute for Webex Meetings so you can diagnose problems as they arise.
To view troubleshooting data for a customer, you must meet the following requirements:
- Your partner organization sold the subscription to a customer.
- You're a partner full administrator in the partner organization, which lets you see troubleshooting data for all customers.
- You're a partner administrator in the partner organization, which lets you see troubleshooting data for the customers that you'ave been assigned to.
- You're a full administrator in the customer organization that you want to view troubleshooting data for.
We include a powerful Diagnostics section as well, where you can drill down even further into specific meetings that are in progress or that have occurred within the past 21 days. Search for meetings by meeting number, the email address of the host or participants, conference ID, or the name of cloud-registered devices. You can then drill down into participant details, hop details, video quality, audio quality, and more.
1 |
Sign in to Partner Hub and go to Troubleshooting. |
2 |
Search for a meeting by a user's email address, meeting number, or conference ID. |
3 |
In the search results, select a meeting to view troubleshooting data. |
Once you select a meeting from the search view, you see the details for that meeting. This view lists all the participants on the left side, participant usage and quality information in the middle, and a sliding right panel with specific meeting details.
Key performance indicators (KPIs)
KPIs are available at the top to give you a quick view of the media quality experienced during the meeting. The KPIs available are:
-
Total participants—The number of participants who joined the meeting. When it's a meeting, the number of guests are shown at the bottom of this KPI. When it's an event, panelists are shown at the bottom. Click on the filter icon to only show guests or panelists.
-
Poor audio minutes—The percentage of audio minutes at or above the poor media quality threshold out of the total minutes in the meeting. Click on the filter icon to sort participants who had the most poor audio minutes at the top.
-
Poor video minutes—The percentage of video minutes at or above the poor media quality threshold out of the total minutes in the meeting. Click on the filter icon to sort participants who had the most poor video minutes at the top.
-
Poor sharing minutes—The percentage of sharing minutes at or above the poor media quality threshold out of the total minutes in the meeting. Click on the filter icon to sort participants who had the most poor sharing minutes at the top.
-
Unexpected drops—The percentage of participants who left the meeting early due to a connection, software, or hardware issue. Click on the filter icon to sort participants who had the most unexpected drops at the top.

Enable auto refresh for in-progress meetings
Enable auto refresh for in-progress meetings
To enable auto refresh, click the Actions button when viewing an in-progress meeting and then select Enable auto refresh. The in-progress meeting information automatically updates every two minutes, or you can manually refresh the meeting information again.

Participants list
The name of the participant or device, and the icon of the device used to join the meeting, shows up on the left. If someone joins a meeting using their Webex client and they connect audio with call back over PSTN, then two entries are shown. For example, when you call into a meeting and your Webex App is paired with a Cisco Room Device, there are two entries: Webex App and Room Device.
To speed up loading time, the default number of participants shown at one time is 25, and participants are divided into pages. You can increase the number of participants shown per page with the drop-down menu at the bottom of the list. |

Search for specific participants
Enter the name of a participant that you want to look at the metrics for. You can add to the list by searching for another participant.
Filter participants list
Click on the search bar to bring up a list of filters that you can filter participants by. The available filters are:
-
Platform—Filters participants by the operating system of the device used to join the meeting.
-
Client—Filters participants by the type of application used to join the meeting.
-
Participant—Filters participants by an assigned role, such as as guest or host.
-
Quality—Filters participants by who experienced poor or fair quality thresholds.
-
Location—Filters participants by a certain location.
-
Media region—Filters participants by the data center or on-premises cluster that they connected to.
Reorganize participants list
Use the drop-drop menu to sort participants by alphabetical order, by poorest audio, video, or share quality first, or by locations.
View which participant paired with a device
When a participant uses a device or connects through PSTN to join a meeting, the name of the participant shows up under the device. This helps you see which participants paired with which device, making it easier for you to reach out to the correct participant to assist them.
Hover over a participant to see a short summary about the participant, such as the client type used to join the meeting. When someone calls into a meeting, you can see what time they joined the meeting and the amount of time that they were in the meeting.
Submit feedback
Click on the announcement button next to the information available to let us hear your thoughts. If you think the information's helpful, you can give it a thumbs up. If you don't think an information's helpful, click on the edit button to write down your comments on how we can improve the information for you.

Join meeting time (JMT)
The JMT for each client is captured with the exception of calls using PSTN. JMT is calculated in seconds as (the time from clicking the meeting link to loading the preview window) + (the time from clicking the Join Now button in the preview window to connecting into the meeting).
JMT doesn’t count the time the user spends browsing menus, making selections in the preview window, or waiting in the lobby.
A JMT of less than 10 seconds is shown in green, between 10 and 20 seconds is shown in yellow, and over 20 seconds is shown in red. Hover over the colored dot to see the JMT of a participant.
A participant’s join meeting time will always show the first time that the participant joined the meeting, even if the participant leaves and re-joins the meeting multiple times. |
Meeting Details
Meeting details are shown on the right-side sliding panel, and can be collapsed with the
button.
Title |
Description |
---|---|
Meeting No |
The 9-digit meeting access code used to join the meeting. |
Conference ID |
The unique ID of the meeting. |
Site Name |
The Webex site used to host the meeting. |
Meeting Date | The date of when the meeting started. |
Meeting Time |
The time of when the meeting started and ended, shown in the time zone that you selected in the search view. |
Schedule Timezone |
The time zone that the meeting was scheduled in. |
Meeting Type |
The type of meeting that was scheduled. The meeting types available are:
|
Participants |
The number of participants who joined. |
Host Name |
The name of the host. |
Host Email |
The email address of the host. |
Audio |
The type of audio used. |
Video |
If video was enabled by a participant, it shows as yes. If video wasn't enabled at all, it shows as no. |
Recording |
The total duration of how long the meeting was recorded for. |
Screen Share |
The total duration of how long participants shared their screens for. |
Apps |
This field shows if an integrated app, like Slido, was used during the meeting. |
A legend is provided under the Meeting Details panel. Hover over the information icon to see how the thresholds are defined.
Audio, video, and sharing tab
You can switch between the audio, video, and sharing tabs to see the detailed views of a meeting or call, which includes JMT, usage, and quality metric.
How media quality data is captured
Media quality data is captured every minute and visualized using green (good), yellow (fair), or red (poor). These colors are based on the end-to-end packet loss and average latency only. The types of packet loss captured are:
-
End to End—The speaker's sending packet loss from their Webex client to the participant's Webex client, captured after packet recovery.
-
Sending—Participant's Webex client to the Webex cloud.
-
Receiving—Webex cloud to the participant's Webex client.
If you see a dotted gray line, it means the audio, video, or sharing of the device is turned off. If you see a solid gray line, that indicates only minimal data is available, like usage and JMT. Solid gray lines mean the user joined the meeting with an application or device that is older than the minimum supported version or a Cisco on-premises device.
You can hover over a line to see a summary of the quality metric as a pop-up.
Host and panelist indicator
An H icon indicates when a participant becomes the host of the meeting.
A P icon indicates who were the panelists during a Webex Events session.
Share indicator
A blue line shows who's sharing their screen and how long they shared their screen for.
Hardware and network change indicator
A purple diamond icon indicates when a participant changes their network connection, headset, microphone, or camera during a meeting. Hover over the icon to see the change details.
Mute indicator
The dotted line shows you how long a participant was muted for, and you can hover over the icon to see if the participant muted and unmuted multiple times within that duration.
End meeting indicator
If a participant joined a meeting using VoIP with the Webex Meetings app, Webex App, or a device, then you can see how a meeting ended for that participant. A green line icon indicates when a participant left a meeting normally, while a red line icon indicates when a participant left a meeting unexpectedly, such as getting dropped from a meeting due to a system or network issue.
View individual breakout sessions
A blue line represents if a breakout session was started within a meeting. You can click on the blue line to see which participants joined the breakout session, and how long they were in there for. Use this information to help you isolate issues within a specific breakout session.
Details tab
The details tab provides a table view of participants. You can see how long they were in the meeting or call for, the client and platform they used to join a meeting, their IP addresses, their hardware information, how they ended a meeting, the location they joined from, and if they were the host. You can use the scroll bar to see additional information, such as the participant's dialed #, audio, video and share transport and codec, microphone, speaker, and camera. This table can be exported to a CSV file using the Export Record button at the top right.
The meeting details shows values that are relevant to the meeting or call. If a feature or function wasn't used, like if no one shared their screen during the meeting, then the value is left blank. |
The following table shows what details data is available.
Title |
Description | ||
---|---|---|---|
Join Time |
When the participant joined the meeting shown in the time zone you select. | ||
Duration |
Duration of the meeting. | ||
Activity |
If the participant was the host, was transferred the host role, or shared content during the meeting. | ||
Client |
The type and version of the application used to join the meeting. | ||
Platform |
The operating system and version of the device used to join the meeting. Possible values could be "windows", "mac", "android", "ios", and "linux” | ||
Join From |
If the participant joined the meeting by browser, this shows the browser type and version used to join the meeting. | ||
Hardware |
This hardware make and model of the device used to join a meeting. For computers, this might be "Lenovo Thinkpad p60". For phones, this might be "Samsung Galaxy S7". For room devices, this might be "Cisco Webex Room Kit". | ||
Connection |
The type of network connection that the client used to exchange media. Possible values could be "wifi", "ethernet", "cellular", or "unknown".
| ||
Local IP |
The local IP address of the client for the network interface that it is using to transmit media. IP addresses are partially masked to preserve the personal identity of users. | ||
Public IP |
This is the public IP address of the client as seen by the media servers. IP addresses are partially masked to preserve the personal identity of users. | ||
Location |
Geo lookup of Public IP address. | ||
Media Node |
The datacenter or region of the media node that the client is connected to. For cloud based media nodes this will be a general region name such as "San Jose, USA". For video mesh based media nodes, this will have a more specific name that matches the video mesh cluster name that was provisioned by the customer. | ||
System Code |
What happened to the participant during a meeting. The system codes available are:
| ||
Phone |
The phone number of the participant. | ||
Dialed # |
The conference bridge PSTN number. | ||
Audio Transport |
The network type used to transport audio. Valid values could be "UDP", "TCP", "xTLS".
| ||
Video Transport |
The network type used to transport video. Valid values could be "UDP", "TCP", "xTLS".
| ||
Share Transport |
The network type used to transport a screen or application share. Valid values could be "UDP", "TCP", "xTLS".
| ||
Audio Codec |
(Send) The media encoding and decoding format in use for the media transmitted by a client. Note that this can change over time during a call. (Receive) The media encoding and decoding format in use for the media received by a client.
| ||
Video Codec |
(Send) The media encoding and decoding format in use for the media transmitted by a client. Note that this can change over time during a call. (Receive) The media encoding and decoding format in use for the media received by a client.
| ||
Share Codec |
(Receive) The media encoding and decoding format in use for the media received by a client.
| ||
Microphone |
The brand name and model information for the the microphone that was used during the meeting.
| ||
Speaker |
The brand name and model information for the the speaker that was used during the meeting.
| ||
Camera |
The brand name and model information for the the camera that was used during the meeting.
| ||
Export
From the meeting or participant view, you can export meeting information in a JSON file. You can also export the participant list and details to a CSV file.
Presenter and host information in the data tab isn't included in the JSON file. |
Click a participant name to see the detailed metrics of their client and device. All information is updated every minute. Additional information about a participant's equipment and network can be found on the right side.
Participant details
-
Click the down arrow on any of the charts to collapse them.
-
Filter between showing All, Sending, Receiving, or End to End details with the drop-down menu in the right corner.
-
Filter out the average or maximum latency of each chart by clicking the icons for them.
-
Audio Quality, Video Quality, Share Quality, CPU Usage, and Memory Usage data is updated every minute for meetings that are in progress.
Click the red or yellow line segments to highlight the selection with a vertical bar, then hover over each of the line to show the pop-up with the actual value and timestamp of each chart.
-
Audio Quality—The network quality of the audio channel for that participant throughout the meeting.
-
Video Quality—The network quality of the video channel for that participant throughout the meeting.
-
Share Quality—The quality of any content shared during the meeting. The share quality includes information on how content was sent and received.
-
CPU Usage—The percentage of the CPU that was used by the machine that the participant joined the meeting with.
-
Memory Usage—The percentage of memory that was used by the machine of the participant during the meeting.
-
Mute indicator
A mute icon indicates when a participant was muted during a
meeting. The mute indicator shows for participants who clicked the mute button on
the Webex Meetings desktop and mobile app, the Webex App desktop and mobile app, and cloud-registered room devices. If a participant was
muted through an external hardware, like a microphone, then the mute indicator
doesn't show.
Mute on entry only shows for participants who join from the Webex App desktop and mobile app. |
The following quality metrics are available.
Title |
Description |
---|---|
Latency(ms) |
Latency is a delay in the delivery of audio or video during a meeting. |
Packet Loss (%) |
Packet loss occurs when there's a problem transmitting data packets, and some packets are dropped before they're received by the participant. The types of packet loss captured are:
|
Jitter(ms) |
A variation in the delay of packets that are received. |
Media Bitrate(kbps) |
The number of bits processed per second. |
Frame Rate(fps) |
The number of frames that are shown every second of a meeting. |
Resolution(p) |
The number of pixels shown on user’s screen during a given amount of time. |
System CPU(%) |
The total percentage of CPU that is used by all applications. On a multi-core system, CPU usage is measured across all cores. |
Webex App CPU(%) |
The percentage of CPU that is taken by Webex Meetings or Webex App app during the meeting. On a multi-core system, CPU usage is measured across all cores. |
System Memory(%) |
The total percentage of memory that is used by all applications. |
Webex App Memory(%) |
The total percentage of memory that is taken by Webex Meetings or Webex App app during the meeting. |
Equipment and Networks details
The Equipment and Networks panel shows you information about a participant's
configuration. You can collapse the panel with the button.
Similar information is available for the Webex Meetings Desktop application, Webex App Desktop application, Webex App for Android, Webex App for iPhone and iPad, and cloud-enabled devices. Webex Meetings for mobile, on-premises devices, and third-party SIP devices will be supported in the future.
Platform, microphone, speaker, and camera details aren't available for cloud-enabled devices. Only phone number and conference bridge information is available for call in and callback users. |
For PSTN: Call In and Call Back, only phone numbers or conference bridge information is available.
The following table shows available equipment and network data.
Title |
Description | ||
---|---|---|---|
Client |
The type and version of the application used to join the meeting. | ||
Location |
Geo lookup of Public IP address. | ||
Platform |
The operating system and version of the device used to join the meeting. Possible values could be "windows", "mac", "android", "ios", and "linux”. | ||
Join From |
If the user joined the meeting by browser, this shows the browser type and version used to join the meeting. | ||
Connection |
The type of network connection that the client used to exchange media. Possible values could be "wifi", "ethernet", "cellular", or "unknown".
| ||
Media Node |
The datacenter or region of the media node that the client is connected to. For cloud based media nodes this will be a general region name such as "San Jose, USA". For video mesh based media nodes, this will have a more specific name that matches the video mesh cluster name that was provisioned by the customer. | ||
Local IP |
The local IP address of the client for the network interface that it is using to transmit media. IP addresses are partially masked to preserve the personal identity of users. | ||
Public IP |
This is the public IP address of the client as seen by the media servers. IP addresses are partially masked to preserve the personal identity of users. | ||
Audio Transport |
The network type used to transport audio. Valid values could be "UDP", "TCP", "xTLS".
| ||
Video Transport |
The network type used to transport video. Valid values could be "UDP", "TCP", "xTLS".
| ||
Share Transport |
The network type used to transport a screen or application share. Valid values could be "UDP", "TCP", "xTLS".
| ||
Audio Codec |
(Sending) The media encoding and decoding format in use for the media transmitted by a client. Note that this can change over time during a call. (Receiving) The media encoding and decoding format in use for the media received by a client.
| ||
Video Codec |
(Sending) The media encoding and decoding format in use for the media transmitted by a client. Note that this can change over time during a call. (Receiving) The media encoding and decoding format in use for the media received by a client.
| ||
Share Codec |
(Receiving) The media encoding and decoding format in use for the media received by a client.
| ||
Microphone |
The brand name and model information for the the microphone that was used during the meeting.
| ||
Speaker |
The brand name and model information for the the speaker that was used during the meeting.
| ||
Camera |
The brand name and model information for the the camera that was used during the meeting.
| ||
Noise Removal |
This field shows if the participant used the noise removal feature. If noise removal was used, then you can see how long it was enabled. | ||
Virtual Background |
This field shows if the participant used a virtual background. | ||