The Webex Monitoring Service agent helps you see the quality of your organization's network connection when using Webex services within the last seven days. You must have an agent set up and be a full customer administrator or read-only customer administrator to view this data.

If you want the agent to monitor on-premises video devices for Troubleshooting data, you can follow the steps in Device Monitoring.

Before you begin

You must have at least one Webex Monitoring Service agent set up in your organization before you can view network monitoring data.

1

From the customer view in https://admin.webex.com, go to Troubleshooting, and then choose Status.

2

Under Webex Monitoring Service, select View Details.

3

Next to Agent, select the Webex Monitoring Service agent that you want to view the data for.

The network test data that the Webex Monitoring Service agent provides help you see what your network connection is like when connecting to a Webex service. You can use this information to compare it with your actual Webex meetings quality data to see where potential network problems could be coming from, either from your organization's network or from a Webex data center.

The agent runs network traffic tests every 15 minutes from your organization's network to Webex data centers and shows you network quality data for:

  • Web Service—Accessing Webex web services like scheduling a meeting on a Webex site, visiting Webex Site Administration, visiting the Webex Meetings API page, and accessing network-based recordings.

  • Conferencing Service—In-meeting actions, such as how long it takes to join a meeting, muting and unmuting, using the chat box, and content sharing.

  • Media Service—Audio and video quality of a Webex meeting.

  • SIP—What the signalling connection is like when an on-premises video device is used for Webex services, such as dialing in a URI to join a meeting.

The graph turns red to highlight potential problems if the agent's connection reaches the threshold for any of the services twice in a row.

The default thresholds are:

Metric

Threshold

Latency

500ms

Packet Loss

10%

TCP

1500ms

TLS

3000ms

DNS

1000ms

Use the timeline slider to zoom in on a 3 to 24 hour window within the 7 days of performance data. You can also filter the data shown in the charts.

Services Panel

The services panel is shown on the right-side, and you can collapse it with the Arrow .

This panel shows you the average data for all the connections made to each service and compares it with the highest threshold reached within the timeframe that you're currently viewing. You can switch between different Webex data centers to see what your organization's network connection is like for different locations.

The Webex data centers that you can choose from are based on the Webex site settings and the location of the agent.

Network Health

This graph shows you the health of the network path from the agent to each of the Webex services. You can hover over any point in the graph to show you the data for each end to end connection the agent made to a service.

For the latency and packet loss graphs, you can hover over a point of interest to see the exact numbers for every connection made during that time. The top number represents the metric from end to end, and below that you can inspect the metrics for each hop. If the end to end connection seems excessively high, you can check each individual hop to help troubleshoot where a problem with your network connection could be coming from.

Example: Latency

Example: Packet Loss

Connection Time

This graph shows you the time it takes for the agent to establish a connection or resolve the DNS entries to each of the Webex services. You can hover over any point in the graph to show you the data for each end to end connection the agent made to a service.

For the TCP, TLS, and DNS graphs, you can hover over a point of interest to see the exact numbers for the connections made during that time.

Example: TCP

Example: TLS

Example: DNS

You can use the agent to monitor and collect hardware and local IP addresses data for on-premises video devices in Troubleshooting when they're used to join meetings.

The agent can monitor any SX, MX, DX, EX, or Room Device that is running Cisco Collaboration Endpoint (CE) software, Cisco Telepresence Endpoint (TE) software, or Cisco Telepresence Collaboration (TC) software version 7.3.10 or later.


Adding on-premises video devices for the agent to monitor is optional. Device monitoring isn't recommended if your organization uses Webex Edge for Devices.

Add On-Premises Video Devices to Monitor


You can add up to 250 on-premises video devices per agent that you've set up in your organization.

1

From the customer view in https://admin.webex.com, go to Services, and in the Webex Monitoring Service card, click Add on-premises video devices.

2

Enter the IP Address, Description, Username, and Password of the device, and click Next.

If you want to add more than one device, click Add more devices.

3

Click Next to set up the on-premises video devices, and then click Done.

Bulk Add On-Premises Video Devices to Monitor

You can also use a CSV file to bulk add up to 250 on-premises video devices per agent.

1

From the customer view in https://admin.webex.com, go to Services, and in the Webex Monitoring Service card, click Add on-premises video devices.

2

Upload your CSV file, and click Import.

3

Click Done.

Manage On-Premises Video Devices

You can modify, delete, or suspend on-premises video devices that you added to the Webex Monitoring Service agent.

1

From the customer view in https://admin.webex.com, go to Services, and in the Webex Monitoring Service card, click on the number next to On-Premises Video Devices.

2

Click More next to an on-premises video device.

3

Select the action you want to perform.