If you're a full customer administrator, read-only customer administrator, or a customer support administrator, you can use the Troubleshooting information that's presented in Control Hub to help you determine the root cause of calls on the Call on Webex (non-PSTN) service or meeting-related issues faced by your users.

We include a powerful Diagnostics section as well, where you can drill down even further into specific meetings or calls 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. Search for calls with the caller or callee's email address. You can then drill down into participant details, video quality, audio quality, and more.

If you also have the Advanced Troubleshooting Access role, you can switch to the Live Meeting view, which lets you see all the meetings and calls that are in progress in a Webex site. You can also join those meetings with just a single click in the Meeting View.

If you've completed the Webex site linking process, then you can access the Troubleshooting page through Site Administration.


Meetings in progress appear at the top of list with an In Progess status. Calls only appear after they've ended.

These are the minimum versions required for Webex services that you need in order to see rich troubleshooting data for Webex Meetings and calls using Call on Webex. If your devices don't meet these requirements, then only packet loss and latency data are available.


Rich troubleshooting data for Webex Events is available for participants who join through the desktop app, otherwise, only packet loss and latency data are available.

Only packet loss and latency data are available for Webex Training sessions.

Client

Web App

Desktop App

Mobile (iOS)

Mobile (Android)

Minimum Version

39.11

39.6.5

39.11

39.11

Metrics

Supported

Packet Loss (%)

Audio Receiving

Yes

Yes

Yes

Yes

Audio Sending

Yes

Yes

Yes

Yes

Video Receiving

Yes

Yes

Yes

Yes

Video Sending

Yes

Yes

Yes

Yes

Sharing Receiving

No

Yes

Yes

Yes

Sharing Sending

Yes

Yes

No

No

Latency (ms)

Audio

No

Yes

Yes

Yes

Video

No

Yes

Yes

Yes

Sharing

No

Yes

Yes

Yes

Jitter (ms)

Audio Receiving

Yes

Yes

Yes

Yes

Audio Sending

No

Yes

Yes

Yes

Video Receiving

Yes

Yes

Yes

Yes

Video Sending

No

Yes

Yes

Yes

Sharing Receiving

No

Yes

Yes

Yes

Sharing Sending

No

No

No

No

Media Bitrate (kbps)

Audio Receiving

Yes

Yes

Yes

Yes

Audio Sending

Yes

Yes

Yes

Yes

Video Receiving

Yes

Yes

Yes

Yes

Video Sending

Yes

Yes

Yes

Yes

Sharing Receiving

Yes

Yes

Yes

Yes

Sharing Sending

No

No

No

No

Resolution

Video Receiving

Yes

Yes

Yes

Yes

Video Sending

Yes

Yes

Yes

Yes

Sharing Receiving

No

Yes

Yes

Yes

Sharing Sending

No

No

No

No

Frame Rate

Video Receiving

Yes

Yes

Yes

Yes

Video Sending

Yes

Yes

Yes

Yes

Sharing Receiving

No

Yes

Yes

Yes

Sharing Sending

No

No

No

No

CPU (%)

Application Average

No

Yes

Yes

No

Application Max

No

Yes

Yes

No

System Average

No

Yes

Yes

No

System Max

No

Yes

Yes

No

Network Connection

Ethernet/Wi-Fi

No

Yes

Yes

Yes

Transport (UDP/TCP)

Audio Transport

Yes

Yes

Yes

Yes

Video Transport

Yes

Yes

Yes

Yes

Sharing Transport

Yes

Yes

Yes

Yes

Codec

Audio Receiving

Yes

Yes

Yes

Yes

Audio Sending

Yes

Yes

Yes

Yes

Video Receiving

No

Yes

Yes

Yes

Video Sending

Yes

Yes

Yes

Yes

Sharing Receiving

No

Yes

Yes

Yes

Sharing Sending

Yes

No

No

No

Platform

OS

Yes

Yes

Yes

Yes

OS Version

Yes

Yes

Yes

Yes

Client

Client Type

Yes

Yes

Yes

Yes

Client Version

Yes

Yes

Yes

Yes

Browser

Browser Type

Yes

Yes

No

No

Browser Version

Yes

Yes

No

No

Miscellaneous

Hardware

Yes

No

No

No

Media Node

Yes

Yes

No

No

Local IP

No

Yes

No

Yes

Public IP

Yes

Yes

No

No

Camera

Yes

Yes

No

No

Microphone

Yes

Yes

No

No

Speaker

Yes

Yes

No

No

Client

Web App

Desktop App (Windows)

Desktop App (Mac)

Mobile (iOS)

Mobile (Android)

Minimum Version

NA

3.0.12427.0

3.0.12427.0

4.3

4.1.6

Metrics

Supported

Packet Loss (%)

Audio Receiving

Yes

Yes

Yes

Yes

Yes

Audio Sending

Yes

Yes

Yes

Yes

Yes

Video Receiving

Yes

Yes

Yes

Yes

Yes

Video Sending

Yes

Yes

Yes

Yes

Yes

Sharing Receiving

Yes

Yes

Yes

Yes

Yes

Sharing Sending

Yes

Yes

Yes

Yes

Yes

Latency (ms)

Audio

Yes

Yes

Yes

Yes

Yes

Video

Yes

Yes

Yes

Yes

Yes

Sharing

Yes

Yes

Yes

Yes

Yes

Jitter (ms)

Audio Receiving

Yes

Yes

Yes

Yes

Yes

Audio Sending

No

Yes

Yes

Yes

Yes

Video Receiving

Yes

Yes

Yes

Yes

Yes

Video Sending

No

Yes

Yes

Yes

Yes

Sharing Receiving

Yes

Yes

Yes

Yes

Yes

Sharing Sending

No

Yes

Yes

Yes

Yes

Media Bitrate (kbps)

Audio Receiving

Yes

Yes

Yes

Yes

Yes

Audio Sending

Yes

Yes

Yes

Yes

Yes

Video Receiving

Yes

Yes

Yes

Yes

Yes

Video Sending

Yes

Yes

Yes

Yes

Yes

Sharing Receiving

Yes

Yes

Yes

Yes

Yes

Sharing Sending

Yes

Yes

Yes

Yes

Yes

Resolution

Video Receiving

Yes

Yes

Yes

Yes

Yes

Video Sending

Yes

Yes

Yes

Yes

Yes

Sharing Receiving

Yes

Yes

Yes

Yes

Yes

Sharing Sending

Yes

Yes

Yes

Yes

Yes

Frame Rate

Video Receiving

Yes

Yes

Yes

Yes

Yes

Video Sending

Yes

Yes

Yes

Yes

Yes

Sharing Receiving

Yes

Yes

Yes

Yes

Yes

Sharing Sending

Yes

Yes

Yes

Yes

Yes

CPU (%)

Application Average

No

Yes

Yes

Yes

Yes

Application Max

No

Yes

Yes

Yes

Yes

System Average

No

Yes

Yes

Yes

Yes

System Max

No

Yes

Yes

Yes

Yes

Network Connection

Ethernet/Wi-Fi

Yes

Yes

Yes

Yes

Yes

Transport (UDP/TCP)

Audio Transport

Yes

Yes

Yes

Yes

Yes

Video Transport

Yes

Yes

Yes

Yes

Yes

Sharing Transport

Yes

Yes

Yes

Yes

Yes

Codec

Audio Receiving

Yes

Yes

Yes

Yes

Yes

Audio Sending

Yes

Yes

Yes

Yes

Yes

Video Receiving

Yes

Yes

Yes

Yes

Yes

Video Sending

Yes

Yes

Yes

Yes

Yes

Sharing Receiving

Yes

Yes

Yes

Yes

Yes

Sharing Sending

Yes

No

No

Yes

Yes

Platform

OS

No

Yes

Yes

Yes

Yes

OS Version

No

Yes

Yes

Yes

Yes

Client

Client Type

Yes

Yes

Yes

Yes

Yes

Client Version

No

Yes

Yes

Yes

Yes

Browser

Browser Type

No

No

No

No

No

Browser Version

No

No

No

No

No

Miscellaneous

Hardware

No

No

No

No

No

Media Node

Yes

Yes

Yes

Yes

Yes

Local IP

No

Yes

Yes

No

No

Public IP

No

Yes

Yes

Yes

Yes

Camera

No

Yes

Yes

No

Yes

Microphone

No

Yes

Yes

No

No

Speaker

No

Yes

Yes

Yes

Yes

Client

3rd Party SIP Endpoints

WMS Device Monitoring

Webex Edge for Devices

Cloud-Registered Devices

Minimum Version

All

All

All

ROOMOS 2019-08-16 3DAC3CFA60C

Metrics

Supported

Packet Loss (%)

Audio Receiving

Yes

Yes

Yes

Yes

Audio Sending

Yes

Yes

Yes

Yes

Video Receiving

Yes

Yes

Yes

Yes

Video Sending

Yes

Yes

Yes

Yes

Sharing Receiving

Yes

Yes

Yes

Yes

Sharing Sending

Yes

Yes

Yes

Yes

Latency (ms)

Audio

Yes

No

Yes

Yes

Video

Yes

No

Yes

Yes

Sharing

Yes

No

Yes

Yes

Jitter (ms)

Audio Receiving

Yes

Yes

Yes

Yes

Audio Sending

Yes

Yes

Yes

Yes

Video Receiving

Yes

Yes

Yes

Yes

Video Sending

Yes

Yes

Yes

Yes

Sharing Receiving

Yes

Yes

Yes

Yes

Sharing Sending

Yes

Yes

Yes

Yes

Media Bitrate (kbps)

Audio Receiving

Yes

Yes

Yes

Yes

Audio Sending

Yes

Yes

Yes

Yes

Video Receiving

Yes

Yes

Yes

Yes

Video Sending

Yes

Yes

Yes

Yes

Sharing Receiving

Yes

Yes

Yes

Yes

Sharing Sending

Yes

Yes

Yes

Yes

Resolution

Video Receiving

Yes

Yes

Yes

Yes

Video Sending

Yes

Yes

Yes

Yes

Sharing Receiving

Yes

Yes

Yes

Yes

Sharing Sending

Yes

Yes

Yes

Yes

Frame Rate

Video Receiving

Yes

Yes

Yes

Yes

Video Sending

Yes

Yes

Yes

Yes

Sharing Receiving

Yes

Yes

Yes

Yes

Sharing Sending

Yes

Yes

Yes

Yes

CPU (%)

Application Average

No

No

No

No

Application Max

No

No

No

No

System Average

No

No

No

No

System Max

No

No

No

No

Network Connection

Ethernet/Wi-Fi

Yes

Yes

Yes

Yes

Transport (UDP/TCP)

Audio Transport

Yes

Yes

Yes

Yes

Video Transport

Yes

Yes

Yes

Yes

Sharing Transport

Yes

Yes

Yes

Yes

Codec

Audio Receiving

Yes

Yes

Yes

Yes

Audio Sending

Yes

Yes

Yes

Yes

Video Receiving

Yes

Yes

Yes

Yes

Video Sending

Yes

Yes

Yes

Yes

Sharing Receiving

Yes

Yes

Yes

Yes

Sharing Sending

No

No

No

No

Platform

OS

No

No

No

No

OS Version

No

No

No

No

Client

Client Type

Yes

Yes

Yes

Yes

Client Version

Yes

Yes

Yes

Yes

Browser

Browser Type

No

No

No

No

Browser Version

No

No

No

No

Miscellaneous

Hardware

No

Yes

Yes

Yes

Media Node

No

No

Yes

Yes

Local IP

No

Yes

Yes

Yes

Public IP

No

No

Yes

Yes

Camera

No

No

No

No

Microphone

No

No

No

No

Speaker

No

No

No

No

Search for a Meeting or Call

1

To view your Troubleshooting data:

  • For Webex sites managed in Control Hub, from the customer view in https://admin.webex.com, click Troubleshooting.
  • For Webex sites managed in Cisco Webex Site Administration, sign in to Webex Site Administration and click Troubleshooting.
  • For partner administrators who want to view their own data, from the partner view in https://admin.webex.com, go to Customers, select the customer organization labeled My Organization, click View My Organization, and then click Troubleshooting.
2

Use the Search bar to search for a meeting by host email, participant email, meeting number, or conference ID. To search for a call that used Call on Webex, search for the caller or callee's email address.

By default, you can see meetings and calls from the last 7 days, but you can click the calendar icon to specify a specific date. You can search for meetings and calls that happened up to 21 days ago.

The time zone is set according to your profile at the top right corner, but you can change the time zone anytime from the drop-down menu. For example, if a meeting host comes to you with an issue from a meeting that took place in a different time zone, you can switch to that time zone so that you don’t have to do the time conversion.

3

In the search results, select the meeting or call that you want more information about.

View Live Meetings

If you're a full administrator, read-only administrator, or support administrator with the Advanced Troubleshooting Access role, you can view all the meetings that are in progress for a Webex site.

1

From the customer view in https://admin.webex.com, click Troubleshooting.

2

Click the drop-down list and select Live Meeting, then select the Webex site that you want to view the live meetings for.

If someone reports an issue with a meeting or a call using Call on Webex (non-PSTN), you can search for the email of the host or participants, the 9-digit meeting number (also known as meeting access code), the conference ID, or the caller or callee's email address. You have access to information such as what people were up to during the meeting or call (like hosting or sharing), how long it took them to join, and how long the meeting or call lasted.

By default, the table is sorted by the latest start date of meetings and calls, but you can sort the table to see either meetings or calls first by clicking on the Service column.


If you click on a meeting or call and then use the back button to go back into the search view, the last viewed meeting or call is highlighted in yellow.

The time zone is set according to your profile setting, but you can change it next to the date selector.

Troubleshooting table list of meetings and calls

Search By Email

Enter someone’s email address, including the domain, to find out more about meetings or calls they attended. See if they hosted meetings, who participated in meetings they were in, or who they called. You can also see information about live meetings or calls that are still in progress.

A list of meetings and calls that have been hosted or attended by a specific person is shown. Meetings that are in progress show up at the top of the list and are indicated with a status of In Progress. Ongoing meetings that have started within the past 10 minutes are considered to be in progress.


Calls using Call on Webex only show up after the call has ended.

Search By Meeting Number

Meeting numbers are also known as the 9-digit access code. This number may not be unique across meetings. For example, a person's Cisco Webex Personal Room access code doesn't change from meeting to meeting.

Enter the 9-digit number without spaces or dashes. A list of meetings that match your search criteria display.

Search By Name of Cloud-Registered Device

Enter the name of a cloud-registered device to find out more about meetings joined from a specific device. If you search for a partial device name, such as Example, a drop-down list shows you the closest match that you can select from. If you search for the full name of the device, the meeting list shows you all the meetings joined from the device.

Search By Conference ID

Every meeting has a unique conference ID per meeting. The conference ID is an internal ID that isn't commonly available to users. You can locate this ID through Analytics.

Enter the conference ID in the search field. Conference IDs are 9 to 18 characters in length and can be alphanumeric. Once you enter a conference ID, you get taken straight to the details page for that meeting.

Limitations

Wildcard searches, like searches that use special characters, are not supported.

Data isn't available for audio-only meetings, where every participant in the meeting (including the host) dialed into the meeting and no one joined through a client or device.

If the meeting was scheduled in a space, then use the meeting number to find the meeting if you can't find the meeting using the host's email address. You can find the meeting number by going to the space, selecting the activity menu and choosing Meetings , then Space meeting information.

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 or call details.

Key Performance Indicators (KPIs) for Meetings

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.

Data for Troubleshooting KPIs

Join In Progress Meetings

If you’re a full administrator with the Advanced Troubleshooting Access role, then you can join a meeting that’s in progress to help make sure the meeting runs smoothly. Click Join in the Meeting View, and you’ll join the meeting as a guest.


In progress meetings are shown with an icon. In progress meetings don’t refresh automatically. Click the refresh button to update the meeting information that’s shown on the page.

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 Webex 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.

Example meeting with more than 200 participants to show pagination

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.

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 time of when the call started and ended shown in the time zone that you select.

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:

  • Webex Meetings

  • Webex Events Webinar

  • Webex Events Webcast

  • Webex Events Classic

  • Webex Support

  • Webex Training

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

If an integrated app, like Slido, was used during the meeting, it shows as yes. If no integrated apps were used, it shows as no.

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.

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.

Here is the Details data that 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".


 

This is not tracked per media type. It it is possible (and relatively common) that this changes over the course of a meeting.

Local IP

The local IP address of the client for the network interface that it is using to transmit media.

Public IP

This is the public IP address of the client as seen by the media servers.

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:

  • Host Hung Up—The host ended the meeting for everyone.

  • User Hung Up—The participant left the meeting early.

  • Time Out—The participant disconnected from the meeting due to a network connection error.

  • Leave Waiting Room—The participant was waiting in the lobby before the host started the meeting.

  • Fallback to PSTN—Callback with Edge Audio failed, so the callback goes through a PSTN connection.

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".


 

This can change over the course of a meeting, however, only the initial transport used is reported.

Video Transport

The network type used to transport video. Valid values could be "UDP", "TCP", "xTLS".


 

This can change over the course of a meeting, however, only the initial transport used is reported.

Share Transport

The network type used to transport a screen or application share. Valid values could be "UDP", "TCP", "xTLS".


 

This can change over the course of a meeting, however, only the initial transport used is reported.

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.


 

This can change over the course of a meeting, however, only the initial codec used is reported.

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.


 

This can change over the course of a meeting, however, only the initial codec used is reported.

Share Codec

(Receive) The media encoding and decoding format in use for the media received by a client.


 

This can change over the course of a meeting, however, only the initial codec used is reported.

Microphone

The brand name and model information for the the microphone that was used during the meeting.


 

This can change over the course of a meeting, however, only the initial microphone used is reported.

Speaker

The brand name and model information for the the speaker that was used during the meeting.


 

This can change over the course of a meeting, however, only the initial speaker used is reported.

Camera

The brand name and model information for the the camera that was used during the meeting.


 

This can change over the course of a meeting, however, only the initial camera used is reported.

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.

Map Tab

The map view gives you a visualization of the locations that participants joined the meeting from and the data centers that they connected to. With this information, you can determine if there's a pattern for participants who are experiencing media quality issues. Did certain areas have participants with poor media quality, or was it a specific data center? Are participants connecting to the most optimal data center closest to their area? Did a participant have poor media quality because they connected to a data center that's farther away from them? This map view can help you find possible answers to those questions so you can narrow down issues and proactively figure out if there's a problem before more users are affected.


The map view supports up to 500 participants and only shows participants that are on the current page. To see the other participants, you can click through the pages.

If the meeting has more than 500 participants, the map view won't be available.

Participants in Map View of Troubleshooting

The number in the circle shows how many participants joined from that area. Hover over a location to see the names of the participants in that area, what their media quality was like, and the data center that they connected to.

Hovering over a location in the Map View of Troubleshooting

Participants with Poor Media Quality

If a participant reaches the poor media quality threshold for three minutes continuously or for a total of five minutes, the circle becomes red. Media quality thresholds for this map are calculated as:

  • Poor—End-to-end receiving packet loss > 5% or latency > 400ms.

  • Good—Everything else.

You can click on a participant's name to see their media quality details during the meeting.

Participants with an Unknown Location

Participants whose locations are unknown are placed in a square at the bottom-left side of the map.


Currently, participants who join a meeting from video mesh clusters show as unknown.

Location of unknown participants in the Map View of Troubleshooting

When you select a call from the list, you get information that's similar to the meeting view, such as media quality data for the participants and the audio, video, sharing, and details tab. The difference is that calls don't have the KPIs at the top and the Map tab. You can also find out the details about the call on the right-hand panel, like the calling session ID, the date and time of the call, and who initiated the call.


If you add another user to the Call on Webex session, the call changes to a meeting from a space. Troubleshooting data for meetings from a space are the same as calls using Call on Webex.

Call Details

Title

Description

Calling Session ID

Unique ID of the call.

Calling Date

The date of when the call was started.

Calling Time

The time of when the call started and ended, shown in the time zone that you selected in the search view.

Session Type

The type of call that was made. The session types available are:

Participants

Number of participants in the call or meetings started from a space.

Caller Name

The name of the user who started the call.

Caller Email

The email of the user who started the call.

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.

Click on 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

You can click on 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, and filter out the average or maximum latency of each chart by clicking on 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.


You can 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 quality of the audio experienced by that participant throughout the meeting.

  • Video Quality—The quality of the video experienced by 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 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 desktop and mobile app.

Here are the quality metrics that 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:

  • 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.

Jitter(ms)

Jitter is a variation in the delay of packets that are received.

Media Bitrate(kbps)

Bit rate is the number of bits that are processed per second.

Frame Rate(fps)

Frame rate is the number of frames that are shown every second of a meeting.

Resolution(p)

Resolution is 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 the Webex 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 the Webex 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 Meeting Desktop application, Webex Desktop application, Webex for Android, Webex for iPhone and iPad, and cloud-enabled devices. Webex Meetings for mobile, on-premises devices, and 3rd party SIP devices will be supported in the near future.


Platform, microphone, speaker, and camera details aren't availble 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.

Here is the equipment and network data that is available.

Title

Description

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 user 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".


 

This is not tracked per media type. It it is possible (and relatively common) that this changes over the course of a meeting.

Local IP

The local IP address of the client for the network interface that it is using to transmit media.

Public IP

This is the public IP address of the client as seen by the media servers.

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.

Audio Transport

The network type used to transport audio. Valid values could be "UDP", "TCP", "xTLS".


 

This can change over the course of a meeting, however, only the initial transport used is reported.

Video Transport

The network type used to transport video. Valid values could be "UDP", "TCP", "xTLS".


 

This can change over the course of a meeting, however, only the initial transport used is reported.

Share Transport

The network type used to transport a screen or application share. Valid values could be "UDP", "TCP", "xTLS".


 

This can change over the course of a meeting, however, only the initial transport used is reported.

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.


 

This can change over the course of a meeting, however, only the initial codec used is reported.

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.


 

This can change over the course of a meeting, however, only the initial codec used is reported.

Share Codec

(Receive) The media encoding and decoding format in use for the media received by a client.


 

This can change over the course of a meeting, however, only the initial codec used is reported.

Microphone

The brand name and model information for the the microphone that was used during the meeting.


 

This can change over the course of a meeting, however, only the initial microphone used is reported.

Speaker

The brand name and model information for the the speaker that was used during the meeting.


 

This can change over the course of a meeting, however, only the initial speaker used is reported.

Camera

The brand name and model information for the the camera that was used during the meeting.


 

This can change over the course of a meeting, however, only the initial camera used is reported.

Type

The type of call made. Values might be Edge Audio, Toll number or Toll Free number

Phone

The phone number of the Participant.

Dialed #

The conference bridge PSTN number.

Join Time

When the participant joined the meeting shown in the time zone you select.

Duration

Duration of the meeting.