UCM Cloud Analytics Overview

The Cisco UCM Cloud Analytics and visualization capabilities allows you to monitor the overall call quality and details of the end-point usage. The UCM Cloud Analytics visualization and reports gives partners and customers insight into the setup, efficiency, and overall use of their calling devices. Partners and customers can use this insight and reports to drive their decisions.

As a full administrator, read-only administrator, or support administrator of an organization, you have access to various reports in Control Hub, depending on your deployment. You can use this information to evaluate how UCM Cloud services and devices are being used in your organization and how often. You can use analytics to track and measure services in your cloud collaboration portfolio.

You can export these reports as a PDF, PNG, or CSV.

Call Audio Quality

1

From the customer view in Control Hub, go to Analytics > UCM Cloud.

The UCM Cloud page appears.

2

Choose Service Experience from the drop-down list.

By default, the cards that are related to Service Experience appear.

3

Click the Call Audio Quality card to view the information about call quality.

In the page that loads, you can select various filters to visualize charts based on your selection. For more information, see UCM Analytics Charts.

Call Count Trend

1

From the customer view in Control Hub, go to Analytics > UCM Cloud.

The UCM Cloud page appears.

2

Choose Asset Usage from the drop-down list.

By default, the cards that are related to Service Experience appear.

3

Click the Call Count Trend card to view the charts that are related to the endpoints from the selected UCM Cloud cluster.

In the page that loads, you can select various filters to visualize charts based on your selection. For more information, see UCM Analytics Charts.

Call Duration

1

Choose Asset Usage from the drop-down list.

By default, the cards that are related to Service Experience appear.

2

From the customer view in Control Hub, go to Analytics > UCM Cloud.

The UCM Cloud page appears.

3

Click the Call Duration card to view the charts that provide information about duration of calls where endpoints and headsets have been involved.

In the page that loads, you can select various filters to visualize charts based on your selection. For more information, see UCM Analytics Charts.

Service Experience

The Service Experience dashboard helps you to analyze the service quality distribution and traffic trends based on number of calls, location, or call duration.


The CMR must provide Severely Concealed Seconds (SCS) values. This is required for grading the quality of the calls.

The device details for this are collected from the UCM Cloud and the call quality details are obtained from CDR.

Asset Usage

The Asset Usage dashboard displays the charts for the endpoints and headsets usage in your organization.

The CDRs, CMRs, and device details for this are collected from the UCM Cloud.

Calls that are not made using an endpoint are not shown or included in the asset usage charts. For example, trunk to trunk or conference bridge, and so on. Hence, Asset Usage charts do not show any data for SME type of UCM Cloud clusters.

If you have a valid account and required credentials to Control Hub, then you can access the Analytics page through Site Administration.


  • The charts show data in Greenwich Mean Time (GMT).

  • Endpoints-related charts may not show any data for Cisco Unified Communications Manager Cloud Session Management Edition (UCM Cloud-SME) clusters.

  • If UCM Cloud is upgraded from version X to version Y, then both of the versions are displayed in the Analytics charts. The latest data is shown under UCM Cloud Version against the latest upgraded version. However, the calls that are counted against the previous version continues to show for the selected duration.

  • When the Cluster ID is changed, then the Analytics Cluster drop-down list shows the updated Cluster name from next day onwards. The detailed view charts in both service experience and asset usage UCM Cloud Cluster chart shows the latest cluster name. The older cluster name continues to show and represent the previously processed call count.

For information about how to use UCM Analytics Charts, see the following table:

Table 1. UCM Analytics Charts

Report

Menu Navigation

Description / Scenario

CAC Location Bandwidth

Service Experience > Call Volume Status

Service Experience > Call Audio Quality

Asset Usage > Call Count Trend

Asset Usage > Call Duration Trend

Shows the distribution of calls that are handled by assets categorized based on Call Admission Control (CAC) location.

Scenario: Your clusters are set up based on the geographical region and you want to get an idea of the amount of call traffic to and from your Northern office in relation to your Southern office. Select your Northern office in the CAC Location Bandwidth chart.

Call Audio Quality (CAQ) Distribution Service Experience > Call Audio Quality

Shows the call quality of calls handled.

Scenario: Your IT organization received several complaints of poor call quality from users in a given cluster and you want to get an idea of how widespread the problem is. You check the Call Audio Quality (CAQ) Distribution chart to see the number and percentage of poor calls in that cluster.

Call Classification

Service Experience > Call Volume Status

Service Experience > Call Audio Quality

Asset Usage > Call Count Trend

Asset Usage > Call Duration Trend

Shows the distribution of internal network calls handled compared with external (off-net) calls handled.

Scenario: You just heard reports of a phone phishing scam, and you want to see if your off-net calls increased recently. You examine the Call Classification chart for changes in your off-net calls.

Call Count Trend Asset Usage > Call Count Trend

Shows the trend for calls that are handled by assets, which are grouped by endpoint total and headset total.

Scenario: Your sales organization recently introduced a new initiative to increase cold call sales and you want to see how the new initiative affects your phone usage over time. You check the Call Count Trend chart to see if calling increased over time.

Call Duration Trend Asset Usage > Call Duration Trend

Shows call duration (in minutes) over time.

Scenario: Your IT organization is phasing in a new FAQ portal, and you want to see how each phase affects the amount of time your IT professionals spend dealing with calls. You check the Call Duration Trend chart to see if there is a decrease in the amount of time your associates spend on calls.

Call Failure Analysis Service Experience > Call Volume Status

Shows calls based on the Call Termination Cause Code for Failed or Dropped calls.

Scenario: Your phone system operates with a high-degree of stability, but you want to monitor the system to ensure continued efficiency. You periodically check the Call Failure Analysis chart to monitor for any changes in call success rate.

Call Media Type

Service Experience > Call Volume Status

Service Experience > Call Audio Quality

Asset Usage > Call Count Trend

Asset Usage > Call Duration Trend

Shows calls handled by assets, which are grouped by Video and Audio calls.

Scenario: Your organization is responding to new work-from-home policy due to a global pandemic. You want to ensure that your workers are making full use of your phone system’s capabilities, including video options. This report shows you the number of video calls that are made over a given timeframe.

Call Security Status

Service Experience > Call Volume Status

Service Experience > Call Audio Quality

Shows the calls that handled based on security status. Authenticated or encrypted calls are Secure. All other calls are Non-Secure.

Scenario: You want to see the number of Non-Secure calls originating from your Southern cluster. Click Secure in the Call Security Status chart, then examine the number of calls for your Southern cluster in the Physical Location chart.

Call Status Distribution

Service Experience > Call Volume Status

Shows number and percentage of Attempted, Successful, Failed, and Dropped calls.

Scenario: You want to get an idea of the success of attempted video calls at your Southern cluster so you click Video in the Call Media chart, then you click your Southern cluster in the Physical Location chart. You then examine the distribution of calls in the Call Status Distribution chart.

Call Status Trend (Call Volume Status)

Service Experience > Call Volume Status

Shows how Successful, Failed, and Dropped calls trend over time.

Scenario: You recently installed hardware updates and now you want to monitor your system’s performance. You examine a period of time that is two weeks before to two weeks after the update to see if there are noticeable trends.

CAQ Trend Service Experience > Call Audio Quality

Shows how Good, Acceptable, and Poor calls trend over time.

Scenario: Your organization has received periodic complaints of poor call quality. You believe the cause is higher call volume on the days leading up to a national holiday. You use the CAQ Trend report to determine if call quality dips during pre-holiday periods.

Codec

Service Experience > Call Volume Status

Service Experience > Call Audio Quality

Shows the calls that are handled by call codec type. You can also see a visual breakdown of the various types of codecs used.

Scenario: You want to see the codec type used in your Northern cluster. You select your Northern cluster in the Physical Location chart, and then you examine the Codec chart to see the number of H261 codecs used.

Device Pool

Service Experience > Call Volume Status

Service Experience > Call Audio Quality

Asset Usage > Call Duration Trend

Shows the calls that are handled according to a logical grouping you’ve created.

Scenario: You’ve created a logical grouping of devices called Group A, Group B, and Group C. Group C represents your conference room devices. You want to see if these devices decrease in demand after your business core hours. You select Group C in the Device Pool chart, then you examine the Distribution by Time chart to see if usage has drastic decrease, as expected.

Distribution by Asset

Asset Usage > Call Count Trend

Asset Usage > Call Duration Trend

Shows the calls that are handled using assets (endpoints and the headsets that are connected to the endpoints).

Scenario: You want to see the number of video calls made using a headset over the past year. So, you select Last 12 Months for the time period, you select Video in the Call Media Type chart, and then you examine the Distribution by Asset chart to see the number and percentage of calls with a headset for the selected criteria.

Distribution by Time

Service Experience > Call Volume Status

Service Experience > Call Audio Quality

Asset Usage > Call Duration Trend

Shows calls handled at 4-hour time intervals throughout the day.

Scenario: You want to investigate the video calling habits within your organization to see if there is time of day when your associates make or receive the most video calls. You select Video in the Call Media Type chart, then scan the Distribution by Time chart to see how video calls are distributed.

Endpoint Media Capability

Service Experience > Call Volume Status

Service Experience > Call Audio Quality

Asset Usage > Call Count Trend

Asset Usage > Call Duration Trend

Shows the calls that are handled based on the endpoint’s ability to make and receive Video or Audio calls.

Scenario: You want to know the number of video calls that are handled from a pool of endpoints that have video calling capability. You hover over Video in the Endpoint Media Capability chart to see the number of total calls handled by video-capable endpoints. You then hover over Video in the Call Media Type chart to see the number of actual video calls handled.

Endpoint Series

Service Experience > Call Volume Status

Service Experience > Call Audio Quality

Asset Usage > Call Count Trend

Asset Usage > Call Duration Trend

Shows calls handled by endpoint typeover time.

Scenario: Your Northern office recently purchased new DX type endpoints and you want to see the current use of the DX endpoints. You select your Northern cluster in the Physical Location chart, and then you go to the Endpoint Series chart to see how use of the DX Series gradually increases over time. You also check to ensure that use of the previous endpoint type gradually decreases over time.

Headsets by Model

Service Experience > Call Volume Status

Asset Usage > Call Duration Trend

Shows calls handled by headset model over time.

Scenario: Your organization is phasing in new headsets and you want to see the rate at which the new headsets are phasing in and the old headsets are phasing out over time.

Physical Location

Service Experience > Call Volume Status

Service Experience > Call Audio Quality

Asset Usage > Call Count Trend

Asset Usage > Call Duration Trend

Shows calls based on location.

Scenario: You want to see the headset model used at your Southern office over time. You select your Southern office in the Physical Location chart, and then you examine which headsets are in use in the Headsets by Model chart.

Unified CM Cluster

Service Experience > Call Volume Status

Service Experience > Call Audio Quality

Asset Usage > Call Count Trend

Asset Usage > Call Duration Trend

Shows the calls that are handled according to Unified CM cluster.

Scenario: Your organization has moved many devices to a new cluster and you want to verify that the move was successful. You go to the Device Pool chart and select the devices that were moved. You then examine the Unified CM Cluster chart to ensure that the devices are now in the new cluster.

Unified CM Version

Service Experience > Call Volume Status

Service Experience > Call Audio Quality

Asset Usage > Call Count Trend

Asset Usage > Call Duration Trend

Shows the calls that are handled according to Unified CM version.

Scenario: You want to see the Unified CM version your Northern office is using. You select your Northern office in the Physical Location chart. Then, you examine the Unified CM Version chart to verify that your Northern office is using the correct Unified CM version.

Table 2. Asset Usage Count
Field Title Description
Endpoints call count Number of calls in which at least one endpoint is involved.

 

Endpoints call count also includes the calls initiated from Jabber and Webex Teams.

Total call minutes Total duration of all the calls (minutes) that are made using the assets.
Total Number of Endpoints in Calls Total count of endpoints that participate in the calls.

 

One endpoint could participate in multiple calls.

Headsets call count Number of times during which at least one headset is involved in a call.
Headset call minutes Total duration of all the calls (minutes) that are made using headsets.
Total Number of Headsets in Calls Number of times headsets participate in calls.

View Analytics

1

From the customer's view in Control Hub, go to Analytics > UCM Cloud.

The UCM Cloud page appears.

Based on the services that have been enabled, you can select Messaging, Calling, Devices, and Reports from the Analytics menu for specific Analytics visualization.

Figure 1. Cisco UCM Cloud Analytics
Cisco UCM Cloud Analytics

The partners can see the analytics of their customers from the Cisco Webex Partner Hub:

  1. From the Partner's view in Control Hub, go to Customers.

  2. Select a customer and click View Customer.

    The customer view page appears.


     

    The service icon against a Customer Name represents that the customer is entitled to UCM Cloud service.

    Figure 2. UCM Analytics Partner's View
  3. Go to Analytics > UCM Cloud.

    The UCM Cloud analytics page appears.

    Figure 3. UCM Analytics Partner's View

    You can view the analysis visualization as per the selected parameters.

    For more information about Asset Usage Count and UCM Analytics Charts see, Reports and Charts.
2

Choose Service Experience or Asset Usage from the drop-down list.

By default, the cards that are related to Service Experience appear.

3

(Optional) To view the analytics for MRA data, enable the MRA data only toggle.

Figure 4. Cisco UCM Cloud Analytics MRA Mode
4

(Optional) Choose a cluster from the cluster selection drop-down list in the top left.

The default setting is All Clusters.

5

To filter the data in the charts based on the time period, click the drop-down list in the top right.

Figure 5. Analytics by Time Period
Analytics by time period

Supported time ranges are yesterday, last 7 days, last 30 days, last 90 days, and last 12 months.

You can view the charts for the period you have selected. The default time range is Last 30 Days.


 

If you select from Yesterday the drop-down list, the UP and DOWN trends are based on the data that is compared with the two days prior with the previous day. Similarly, if you select Last 7 Days, then the % UP or DOWN trend is calculated based on the comparison between data for the past 7 days with the data for the previous fortnight.

Download Analytics

You can export the data that is displayed in the charts into an Excel file using the Download button.


You must wait until the Excel report is downloaded, else the download fails.

Troubleshooting Analytics

Issue

Resolution

UCM Cloud tab doesn't appear after Control Hub sign-in.

The role, scope, or entitlement that's assigned to you could be incorrect or insufficient. Contact Cisco TAC support.

When you click the UCM Cloud tab, 403 Forbidden message is displayed.

  1. Check if you're using a supported browser.

  2. Try accessing the Analytics UI in Incognito mode with all plug-ins disabled.

  3. Clear your browser cache and cookies.

  4. If the issue persists, contact Cisco TAC support.

Analytics page is not loading for incognito mode in Chrome.

Go to Settings > Privacy and security > Cookies and other site data and select Allow all cookies. For other browsers, enable cookies using the relevant menu options.

Charts are not loading on the Analytics UI.

  1. Check if you’ve the latest version of the browser (Chrome, Firefox, or Edge).

  2. If the issue persists, contact Cisco TAC support.

In the Analytics UI, some of the charts don't have any data.

  • Check that CDR Enabled Flag field is set True and the Call Diagnostics Enabled field is set to Enabled Only When CDR Enabled Flag is True.

  • If you have configured an extra proxy, it takes approximately 1.5 hours for the telemetry module to select the working proxy and change the node status to online. If the node continues to remain offline after 1.5 hours, contact Cisco TAC support.

Charts on the Analytics UI do not display data.

Check if the telemetry service is stopped.

Charts on the Analytics UI display incorrect data.

Contact Cisco TAC support.

Call Failure Analysis chart in the Service Experience category doesn't show any failure data.

Check if CDR Log Calls with Zero Duration Flag in the UCM Cloud service parameters have been enabled for all UCM Cloud nodes. If it is not enabled for all nodes, ensure that you enable it.