View Analytics

The CCUC cloud sends the data that it collects to the Analytics UI. You can view the analytics data for your on-premises applications and devices in the Control Hub.


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

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

  • If CUCM 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 Unified CM Version against the latest upgraded version. However, the calls that are counted against the previous version continue to show for the selected duration.

  • When the Unified CM 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 Unifed CM Cluster chart shows the latest cluster name. The older cluster name continues to show and represent the previously processed call count.

1

From the customer view in Cisco Webex Control Hub, go to Analytics > Connected UC.

The Connected UC page appears.

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.

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.

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've selected. The default time range is Last 30 Days.


 

If someone selects 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 previous 7 days with the data for the previous fortnight.

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.

Data Source

The device details for this are collected from the Cisco Unified Communications Manager and the call quality details are derived from the CMR and graded at CDR level.

1

From the customer view in Cisco Webex Control Hub, go to Analytics > Connected UC.

The Connected UC 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 Volume Status card to view the information about call completion in terms of attempted, successful, failed, and dropped calls.

In the page that loads, you can select various filters to visualize charts based on your selection. For more information, see Charts on the Details Page for Call Volume Status.

The metrics pane at the top of the details page shows the Key Performance Indicators (KPIs). These help you to better understand the utilization of CCUC in your organization.

The following table describes the KPIs for Call Status.

Field Title

Description

Total attempted calls

All calls, including the completed and failed.

Successful calls

All the successful calls made from that endpoint model.

Failed calls

All calls that failed.

Dropped Calls

Non zero duration failed calls.

The following table describes the information that is displayed on the various charts.

Chart Title

Description

Call Status Distribution

This card displays the trend of all the attempted, successful, failed, and dropped calls. It also provides the count and a percentage of calls in comparison with the total attempted calls.

Call Status Trend

This card depicts the deployment trend of all the attempted, successful, failed, and dropped calls that are made and received in a network. It also provides the count of the successful, failed, and dropped calls for a particular day.

  • Attempted—All the calls are counted as attempted calls.

  • Failed—If the origination and termination cause code of a CDR are not one of these values—'0', '1', '2', '3', '16', '17','31','126','127','393216','458752','262144', then it is classified as Failed.

  • Dropped—Failed Calls with duration is greater than 0 is classified as Dropped. It is a subset of Failed Calls.

  • Successful—All the successfully completed calls that is, Attempted Calls - Failed Calls. Note that Failed Calls are inclusive of Dropped Calls

  • If you're using UCM version 12.5 or lower, refer to the Call Termination Cause Codes table in Call Detail Records Administration Guide for Cisco Unified Communications Manager.

  • If your're using UCM 12.5 SU(1) or higher, refer to the Call Termination Cause Codes table in Call Reporting and Billing Administration Guide for Cisco Unified Communications Manager.

To display only the trend of successful calls, on the legend, click failed to unselect and the chart is updated accordingly.

Endpoint Media Capability

This card depicts the distribution of the attempted, successful, failed, and dropped that are made or received using audio and video endpoints. By default, in the pie chart, the media capability and the corresponding call volume count are displayed.


 

This chart is currently not filterable.

Call Media Type

This card depicts the distribution of all the attempted, successful, failed, and dropped in a network based on the call media (audio or video) type. By default, in the pie chart, the call media type and the corresponding call volume count are displayed. You can select a call media type (audio or video) on the pie-chart, and the rest of the Call Status cards are updated accordingly based on this filter.

Endpoint Series

This card depicts all the attempted, successful, failed, and dropped calls that are made and received in a network based on the endpoint series. It also provides the count of call volume for each endpoint series.


 

This chart is currently not filterable.

Unified CM Cluster

This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received in a network based on Unified CM cluster. By default, in the pie chart, all the clusters and the corresponding call volume count is displayed. You can select a cluster on the pie-chart, and the rest of the Call Status cards are updated accordingly based on this filter.

You can select or unselect a cluster on the legend by clicking on it, and the chart is updated accordingly.

Distribution by Time

This card depicts all the attempted, successful, failed, and dropped calls that are made and received in a network at different time intervals in a day. It is based on the originating timestamp of the CDR. The calls are distributed into six time slots of 4-hour intervals. It also provides the count of the calls and the percentage of failed calls in comparison with the attempted calls for a particular time interval in a day.


 

This chart is currently not filterable.

Headsets by Model

This card depicts all the attempted, successful, failed, and dropped calls that are made and received in a network based on the Headset Model type. Calls by headset are determined by the CMR received from the endpoint where the headset was connected and part of the call.


 
  • This chart is currently not filterable.

  • Calls by headset is determined by the CMR received from the endpoint where the headset was connected and part of the call.

  • If multiple CMRs received from the same endpoint but with different headset models for the same CDR then one of them will be considered for call count.

Device Pool

This card depicts all the attempted, successful, failed, and dropped calls that are made and received in a network based on the device pool name.


 

This chart is currently not filterable.

Unified CM Version

This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received in a network based on the Unified CM version. By default, in the pie chart, all the Unified CM versions and the corresponding call volume count is displayed. You can select a Unified CM version on the pie-chart, and the rest of the Call Status cards are updated accordingly based on this filter.

You can select or unselect a Unified CM version on the legend by clicking on it, and the chart is updated accordingly.

Call Security Status

This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received by all endpoints based on call security status. If a call is authenticated or encrypted, then it is classified as Secure. Else it is classified as Non-Secure. By default, the pie chart for the Call Security Status and the corresponding count of calls are displayed. You can select the security profile type on the pie-chart, and the rest of the Call Status cards are updated accordingly based on this filter.

You can select or unselect a security profile type on the legend by clicking on it, and the chart is updated accordingly.

CAC Location Bandwidth

This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received in a network based on the associated Call Admission Control (CAC) location. By default, in the pie chart, all the CAC locations and the corresponding call volume count is displayed.


 

This chart is currently not filterable.

Physical Location

This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received in a network based on the associated physical location. By default, in the pie chart, all the Physical Locations and the corresponding call volume count is displayed.


 
  • This chart is currently not filterable.

  • If a Unified CM Deployment doesn't have physical location configured for endpoints, then it does not display any data.

Call Failure Analysis

This card depicts the distribution of the calls according to the Call Termination Cause Codes for failed or dropped calls. By default, in the pie chart, the Call Termination Cause Codes and the corresponding call volume count are displayed.


 

This chart is currently not filterable.

  • If you're using UCM version 12.5 or lower, refer to the Call Termination Cause Codes table in Call Detail Records Administration Guide for Cisco Unified Communications Manager.

  • If your're using UCM 12.5 SU(1) or higher, refer to the Call Termination Cause Codes table in Call Reporting and Billing Administration Guide for Cisco Unified Communications Manager.

Codec

This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received in a network based on the call codec type. By default, the pie charts for both video and audio codecs and the corresponding call volume count is displayed. You can select a codec on the pie-chart, and the rest of the Call Status cards are updated accordingly based on this filter.


 

This chart is currently not filterable.

Call Classification

This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received in a network based on call classification type. If an origin or destination endpoint in a call is a trunk or gateway, it is classified either as On-net or Off-net (depending on the Call Classification settings of the respective trunk or gateway configuration in Unified CM) else it is classified as Internal. By default, the pie chart for the call classification type (On-net, Off-net, and Internal) and the corresponding call volume count is displayed. You can select a Call Classification type on the pie-chart, and the rest of the Call Status cards are updated accordingly based on this filter.

You can select or unselect a Call Classification type on the legend by clicking on it, and the chart is updated accordingly.


  • If the endpoint model Cisco IP Phone 7900 Series makes a call to Cisco IP Phone 8800 Series, then it will be counted against both the models. If both endpoint models are same, it will be counted once.

  • If phone A in San Jose CAC location makes a call to Phone B in New York CAC Location, then call is counted against both the CAC Locations.

  • If both the origin and destination endpoints belong to the same CAC location then it will be counted as one call. The same calculation formula applies to Device Pool, Physical Location and Codec charts.

  • If both the origin and destination endpoints use headset of different models and the respective CMR includes the headset information, then the call will be counted against both the headset model. If both the headset models are same then it will be counted as one.

The filter pane at the top of the details page shows the drop-down list to filter out data and generate charts based on your choice. The available options in the drop-down list are as follows:

  • MRA

  • Call Status Distribution

  • Call Media Type

  • Unified CM Cluster

  • Unified CM Version

  • Call Security Status

  • Call Classification

1

From the customer view in Cisco Webex Control Hub, go to Analytics > Connected UC.

The Connected UC 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 Charts on the Details Page for Call Audio Quality.

The metrics pane at the top of the details page shows the Key Performance Indicators (KPIs). These help you to better understand the utilization of CCUC in your organization.

Calls are graded based on the Severely Concealed Seconds Ratio (SCSR) percentage. For details on how a call is graded, see Unified CM Call Quality Grades. The following table describes the KPIs for Call Audio Quality.

Field Title

Description

Total calls

The total number of good, acceptable, and poor calls that are made and received on a network.

Good calls

The number of calls for which the SCSR value falls below the long call or short call SCSR threshold.

Poor calls

The number of calls for which the SCSR value exceeds the long call and short call SCSR threshold.

Acceptable calls

The number of calls for which the SCSR value exceeds the long call threshold but falls below the short call SCSR threshold.

The following table describes the information that is displayed on the various charts. Graded calls consist of good, acceptable, poor calls.


Calls that are not graded are not included in any of the Call Audio Quality charts.

Chart Title

Description

Call Audio Quality (CAQ) Distribution

This card depicts the distribution of all the graded calls that are made and received on a network. By default, the pie chart for the CAQ grades (good and poor) and the corresponding count of calls are displayed. You can select a CAQ grade on the pie-chart, and the rest of the Call Audio Quality cards are updated accordingly based on this filter.


 

Only those calls that have CMR with SCS metrics are graded.

To display only the distribution of good calls, on the legend, click Poor to unselect and the chart is updated accordingly.

CAQ Trend

This card depicts the trend of all the graded calls in a network.

By default, the daily trends and the corresponding count of the graded calls are displayed. You can select or unselect the call grade type on the legend by clicking on it, and the chart is updated accordingly.

Endpoint Media Capability

This card depicts the distribution of the number of graded calls where audio and video endpoints are involved. By default, in the pie chart, the media capability (audio and video), and the corresponding count of endpoints that are involved with graded calls are displayed.


 

This chart is currently not filterable.

Call Media Type

This card depicts distribution of all the graded calls in a network based on the call media (audio/video) type. By default, in the pie chart, the call media types (audio and video), and the corresponding count of graded calls are displayed. You can select a call media type (audio or video) on the pie-chart, and the rest of the Call Audio Quality cards are updated accordingly based on this filter.

You can select or unselect audio or video on the legend by clicking on it, and the chart is updated accordingly.

Endpoint Series

This card depicts the trend of graded calls that are made and received in a network based on the endpoint series. By default, the daily trends of the endpoint series and the corresponding count of the graded calls are displayed.


 

This chart is currently not filterable.

Unified CM Cluster

This card depicts distribution of all the graded calls that are made and received in a network based on the Unified CM cluster. By default, in the pie chart, all the Unified CM clusters and the corresponding count of graded calls are displayed. You can select a cluster on the pie-chart, and the rest of the Call Audio Quality cards are updated accordingly based on this filter.

You can select or unselect a cluster on the legend by clicking on it, and the chart is updated accordingly.

Distribution by Time

This card depicts the trend of graded calls that are made and received in a network at different time intervals in a day. It is based on the originating timestamp of the CDR. The calls are distributed into six time slots of 4-hour intervals. The card also provides you the count of the calls that are made and received in a network at a particular time internal in a day.


 

This chart is currently not filterable.

Device Pool

This card depicts a trend of graded calls that are made and received in a network based on the device pool name.


 

This chart is currently not filterable.

Unified CM Version

This card depicts distribution of graded calls that are made and received in a network based on the Unified CM version. By default, in the pie chart the Unified CM versions and the corresponding count of graded calls are displayed. You can select a Unified CM Version on the pie-chart, and the rest of the Call Audio Quality cards are updated accordingly based on this filter..

You can select or unselect a Unified CM Version on the legend by clicking on it, and the chart is updated accordingly.

Call Security Status

This card depicts distribution of graded calls that are made and received by all the endpoints in a network based on call security status. If a call is authenticated or encrypted, then it is classified as Secure. Else it is classified as Non-Secure. By default, the pie chart for Call Security Status and the corresponding count of graded calls are displayed. You can select a security profile type on the pie-chart, and the rest of the Call Audio Quality cards are updated accordingly based on this filter.

You can select or unselect a security profile type on the legend by clicking on it, and the chart is updated accordingly.

CAC Location Bandwidth

This card depicts distribution of graded calls, made and received in a network based on the associated Call Admission Control (CAC) location. By default, in the pie chart the CAC Location and the corresponding count of the associated graded calls are displayed.


 

This chart is currently not filterable.

Physical Location

This card depicts distribution of graded calls, made and received in a network based on the associated physical location. By default, in the pie chart, the physical location, and the corresponding count of graded calls are displayed.


 
  • This chart is currently not filterable.

  • If a Unified CM Deployment doesn't have physical location configured for endpoints, then it does not display any data.

Codec

This card depicts distribution of graded calls, made and received in a network based on the call codec type. By default, in the pie chart both audio and video codec types and the corresponding count of graded calls are displayed.


 

This chart is currently not filterable.

Call Classification

This card depicts graded calls, made and received in a network based on call classification type. If an origin or destination endpoint in a call is a trunk or gateway, it is classified either as On-net or Off-net (depending on the Call Classification settings of the respective trunk or gateway configuration in Unified CM) else it is classified as Internal. By default, in the pie chart, the call classification type (On-net, Off-net, and Internal), and the corresponding count of graded calls are displayed. You can select a call classification type (On-net, Off-net, and Internal) on the pie-chart, and the rest of the Call Audio Quality cards are updated accordingly based on this filter.

You can select a call classification type (On-net, Off-net, and Internal) on the legend by clicking on it, and the chart is updated accordingly.


  • If the endpoint model Cisco IP Phone 7900 Series is used to call a Cisco IP Phone 8800 Series and the call is graded as good, then it counted against both the models. If both endpoint models are same, it is counted once.

  • If phone A in San Jose CAC location is used to call to phone B in New York CAC location, then the graded call is counted against both the CAC locations. If both the origin and destination endpoints belong to the same CAC location, then it counted as one call. The same calculation formula applies to Device Pool, Physical Location, and Codec.

The filter pane at the top of the details page shows the drop-down list to filter out data and generate charts based on your choice. The available options in the drop-down list are as follows:

  • MRA

  • Call Audio Quality (CAQ) Distribution

  • Call Media Type

  • Unified CM Cluster

  • Unified CM Version

  • Call Security Status

  • Call Classification

The Unified CM system generates Call Management Records (CMRs) and Call Detail Records (CDRs). Call quality grading can be done only for endpoints that support CMRs. The information in a CDR is used to grade a call as good, acceptable, or poor.

The following terms are used to grade calls:

  • Concealment—Voice, and all other data, travels in packets over IP networks with fixed maximum capacity. This system may be more prone to data loss in the presence of congestion. Concealment is the endpoint created audio that is used to mask the effect of packet loss in a voice packet stream.

  • Severely Concealed Seconds (SCS)—The number of seconds during which a significant amount of concealment (greater than 50 milliseconds) is observed. If the concealment that is observed is greater than 50 milliseconds or approximately 5 percent, then the audio quality may be degraded.

  • Severely Concealed Seconds Ratio (SCSR)—The ratio of SCS to total call duration.

    SCSR(%)=(SCS/duration)*100

  • Long call—A call that lasts 20 seconds or longer.

  • Short call—A call that lasts less than 20 seconds.

Calls are graded based on the SCSR percentage. The SCSR percentage for a long call and a short call have different threshold values. The following table provides details about call grades based on the SCSR percentage ranges.

Table 1. Call Grading Explanation

Grade

SCSR Threshold Values

Long Call SCSR Ranges

Short Call SCSR Ranges

Good

Less than 3%

Less than 20%

Acceptable

3%-7%

20%-30%

Poor

Greater than 7%

Greater than 30%

If the SCSR for a call of 10-second duration is 10%, then it's of good quality.

If the SCSR for a call of 120-second duration is 8%, then it's of poor quality.

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

Data Source

The CDRs, CMRs, and device details for this are collected from the Cisco Unified Communications Manager.

Calls that aren't made using an endpoint are neither shown nor 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 Unified CM clusters.

The following table describes the Key Performance Indices (KPIs) for the Asset Usage overview page.

Field Title

Description

Endpoints call count

Number of calls in which has at least one endpoint is involved.

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 has 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.

1

From the customer view in Cisco Webex Control Hub, go to Analytics > Connected UC.

The Connected UC 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 related to the endpoints from the selected Unified CM cluster.

In the page that loads, you can select various filters to visualize charts based on your selection. For more information, see Charts on the Details Page for Call Count Trend.

The following table describes the Key Performance Indices (KPIs) for Call Count Trend.

Field Title

Description

Endpoints call count

Number of times during which has at least one endpoint is involved in a call.

Headsets call count

Number of times during which has at least one headset is involved in a call.

Total Number of Endpoints in Calls

Number of times endpoints participate in calls.


 

One endpoint could participate in multiple calls.

Total Number of Headsets in Calls

Number of times headsets participate in calls.

The following table describes the information that is shown on each card. Call where one end is an endpoint and other end is not an endpoint (for example, Trunk or Gateway or Conference Bridge, and so on) then the attributes like Device Pool, CAC Location, Physical Location, Codecs, Video Resolution are not considered from the non-endpoint entities in the Call Count detailed view charts.

Card Title

Description

Calls Distribution by Asset

This card depicts the distribution of all the calls that are made and received using assets (endpoints and the headsets that are connected to the endpoints) in a network.


 

This chart is currently not filterable.

Call Count Trend

This card depicts a trend of all the calls that are made and received using assets (endpoints and the headsets that are connected to the endpoints) in a network.


 

This chart is currently not filterable.

Endpoint Media Capability

This card displays the total number of calls made and received by the assets in a network based on the endpoint media capability (audio or video) type.


 

This chart is currently not filterable.

Call Media Type

Displays the total number of calls made and received by the assets in a network based based on the endpoint media capability (audio or video) type. You can select a call media type on the pie-chart, and the rest of the Call Count cards are updated accordingly based on this filter.

You can select or unselect a call media type on the legend by clicking on it, and the chart is updated accordingly.

Endpoint Series

This card depicts the trend of all the calls that are made and received by the assets in a network based on the endpoint series.


 

This chart is currently not filterable.

Unified CM Cluster

This card depicts the distribution of all the calls that are made and received by the assets in a network based on the Unified CM Cluster. By default, the pie chart for the Unified CM cluster and the corresponding call count is displayed. You can select a Unified CM cluster on the pie-chart, and the rest of the Call Count cards are updated accordingly based on this filter.

You can select or unselect a Unified CM cluster on the legend by clicking on it, and the chart is updated accordingly.

Distribution by Time

This card depicts the trend of all the calls that are made and received by the assets in a network at different time intervals in a day. It is based on the originating timestamp of the CDR. The calls are distributed into six time slots of 4-hour intervals. It also provides the count of the calls for a particular time interval in a day.


 

This chart is currently not filterable.

Headsets by Model

This card depicts the trend of all the calls that are made and received by the assets in a network based on the Headset Model type. Calls by headset are determined by the CMR received from the endpoint where the headset was connected and part of the call. It also provides the daily count of the calls based on the HS Model type.


 
  • This chart is currently not filterable.

  • Calls by headset is determined by the CMR received from the endpoint where the headset was connected and part of the call.

  • If multiple CMRs received from the same endpoint but with different headset models for the same CDR then one of them will be considered for call count.

Device Pool

This card depicts the trend of all the calls that are made and received by the assets in a network based on the device pool.


 

This chart is currently not filterable.

Unified CM Version

This card depicts the of all the calls that are made and received by the assets in a network based on the Unfied CM version. By default, the pie chart for the Unified CM Version and the corresponding call count is displayed. You can select a Unified CM Version on the pie-chart, and the rest of the Call Count cards are updated accordingly based on this filter.

You can select or unselect Unified CM Version type on the legend by clicking on it, and the chart is updated accordingly.

CAC Location Bandwidth

This card depicts the distribution of all the calls that are made and received by all the assets categorized based on the Call Admission Control (CAC) location. By default, the pie chart for the Call Admission Control (CAC) location and the corresponding call count is displayed. You can select a Call Admission Control (CAC) location on the pie-chart, and the rest of the Call Count cards are updated accordingly based on this filter.

You can select or unselect a CAC location on the legend by clicking on it, and the chart is updated accordingly.

Physical Location

This card depicts the distribution of all the calls that are made and received by all the assets categorized based on the associated physical location. By default, the pie chart for all the physical location and the corresponding call count is displayed. You can select a Physical Location on the pie-chart, and the rest of the Call Count cards are updated accordingly based on this filter. If the Unified CM deployment doesn't have any physical location that is configured for the endpoints, then the chart does not display any data.


 
  • This chart is currently not filterable.

  • If a Unified CM Deployment doesn't have physical locations configured for the endpoints, then this chart does not display any data.

Call Classification

This card depicts the distribution of all the calls that are made and received using assets (endpoints and the headsets that are connected to the endpoints) categorized based on the call classification type (On-net and Off-net). If an origin or destination endpoint in a call is a trunk or gateway, it is classified either as On-net or Off-net (depending on the Call Classification settings of the respective trunk or gateway configuration in Unified CM) else it is classified as Internal. By default, the pie chart for the call classification type (On-net, Off-net, and Internal) and the corresponding call count is displayed. You can select a Call Classification type on the pie-chart, and the rest of the Call Count cards are updated accordingly based on this filter.

You can also select or unselect a Call Classification type on the legend by clicking on it, and the chart is updated accordingly.


  • If endpoint model Cisco IP Phone 7900 Series makes a call to Cisco IP Phone 8800 Series then it will be counted against both the endpoint models. If both endpoint models are same then also it will be counted twice as it is about the usage of Asset.

  • If phone A in San Jose CAC location makes a call to Phone B in New York CAC Location then call is counted against both the CAC Locations.If both the origin and destination endpoints belong to the same CAC location, then it is counted as one call.

  • The same calculation formula applies to Device Pool, Physical Location and Codec charts. If both origin and destination endpoints use headset of different models and the respective CMR includes the headset information then the call is counted against both the headset model.

  • If both the headset models are same, then also it will be counted against both of the headset models as it is primarily the usage of the asset.

The filter pane at the top of the details page shows the drop-down list to filter out data and generate charts based on your choice. The available options in the drop-down list are as follows:

  • MRA

  • Call Media Type

  • Unified CM Cluster

  • Unified CM Version

  • Call Classification

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 Cisco Webex Control Hub, go to Analytics > Connected UC.

The Connected UC 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 Charts on the Details Page for Call Duration Trend.

The following table describes the Key Performance Indices (KPIs) for Call Duration Trend.

Field Title

Description

Total call minutes

Total duration of all the calls (minutes) that are made using the assets.

Audio call minutes

Total duration of all the audio calls (minutes) that are made using the assets.

Video call minutes

Total duration of all the video calls (minutes) that are made using the assets.

The following table describes the information that is shown on each card. For calls where one end is an endpoint and other end is not an endpoint (for example, Trunk or Gateway or Conference Bridge, and so on) then the attributes like Device Pool, CAC Location, Physical Location, Codecs, Video Resolution are not considered from the non-endpoint entities in the Call Duration detailed view charts

Card Title

Description

Distribution by Asset

This card depicts a trend of the duration in call minutes for calls that are made and received using assets (endpoints and the headsets that are connected to the endpoints) in a network.

Call Duration Trend

This card depicts a trend of all the total duration (minutes) of all the calls that are made using assets (endpoints and the headsets that are connected to the endpoints) in a network. It also provides the total duration of the calls for a particular day.


 

This chart is currently not filterable.

Endpoint Media Capability

This card depicts the distribution of the call minutes that are made or received using audio and video endpoints.. By default, the pie chart for the count of the audio and video endpoints and the corresponding call duration is displayed. You can select a media capability type on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter.

You can select or unselect a media capability type on the legend by clicking on it, and the chart is updated accordingly.

Call Media Type

This card depicts the distribution of the total duration of all the calls (minutes) made by the assets categorized based on the call media (audio/video) type. By default, the pie chart for the call media type (audio/video) and the corresponding call duration is displayed. You can select a call media type on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter.

You can select or unselect a call media type on the legend by clicking on it, and the chart is updated accordingly.

Endpoint Series

This card depicts the trend of the total duration of all the calls (minutes) made by the assets categorized based on the endpoint series. It also provides a count of the total duration of the calls for a particular endpoint series.


 

This chart is currently not filterable.

Unified CM Cluster

This card depicts the distribution of the total duration of all the calls (minutes) made by the assets categorized based on the Unified CM cluster. By default, the pie chart for the Unified CM cluster and the corresponding call duration is displayed. You can select a Unified CM cluster on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter.

You can select or unselect a Unified CM cluster on the legend by clicking on it, and the chart is updated accordingly.

Distribution by Time

This card depicts the trend of the total duration (minutes) of all the calls that are made by the assets at different time intervals in a day. It is based on the originating timestamp of the CDR. The calls are distributed into six time slots of 4-hour intervals. It also provides the average count of the call duration for a particular time interval in a day.


 

This chart is currently not filterable.

Call Classification

This card depicts the distribution of the total duration (minutes) of all the calls that are made by the assets categorized based on call classification type. If an origin or destination endpoint in a call is a trunk or gateway, it is classified either as On-net or Off-net (depending on the Call Classification settings of the respective trunk or gateway configuration in Unified CM) else it is classified as Internal. By default, the pie chart for the call classification type (On-net, Off-net, and Internal) and the corresponding call duration is displayed. You can select a Call Classification type on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter.

You can also select or unselect a Call Classification type on the legend by clicking on it, and the chart is updated accordingly.

Headsets by Model

This card depicts the trend total duration (minutes) of all the calls that are made by the assets in a network categorized based on the headset model type. Calls by headset are determined by the CMR received from the endpoint where the headset was connected and part of the call. It also provides the daily count of the call duration based on the headset model type.


 
  • This chart is currently not filterable.

  • Calls by headset is determined by the CMR received from the endpoint where the headset was connected and part of the call.

  • If multiple CMRs received from the same endpoint but with different headset models for the same CDR then one of them will be considered for call count.

Device Pool

This card depicts of the total duration (minutes) of all the calls that are made by the assets in a network categorized based on the device pool name. It also provides a count of the total duration of the calls for a particular device pool.


 

This chart is currently not filterable.

Unified CM version

This card depicts the distribution of the total duration (minutes) of all the calls that are made by the assets categorized based on the Unified CM version. By default, the pie chart for the Unified CM Version and the corresponding call duration is displayed. You can select a Unified CM Version on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter.

You can select or unselect a Unified CM Version type on the legend by clicking on it, and the chart is updated accordingly.

CAC Location Bandwidth

This card depicts the distribution of the total duration (minutes) of all the calls that are made by the assets categorized based on the associated Call Admission Control (CAC) location. By default, the pie chart for the Call Admission Control (CAC) location and the corresponding call duration is displayed. You can select a Call Admission Control (CAC) location on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter.


 

This chart is currently not filterable.

Physical Location

This card depicts distribution of the total duration of all the calls (minutes) made by the assets in use categorized based on the endpoint Physical Location. By default, the pie chart of all the Physical Locations and the corresponding total call duration is displayed. You can select a Physical Location type on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter. If the Unified CM deployment doesn't have any physical location that is configured for the endpoints, then the chart does not display any data.


 
  • This chart is currently not filterable.

  • If a Unified CM Deployment doesn't have physical locations configured for the endpoints, then this chart does not display any data.


  • If endpoint model Cisco IP Phone 7900 Serie makes a call to Cisco IP Phone 8800 Series then call duration will be counted against both the endpoint models. If both endpoint models are same then the call duration will be considered for both the endpoint models as it is primarily the usage of the assets.

  • If phone A in San Jose CAC location makes a call to Phone B in New York CAC Location then call duration is considered against both the CAC Locations. If both the origin and destination endpoints belong to the same CAC location, then the duration is considered once agains the CAC Location.

  • The same calculation formula applies to Device Pool, Physical Location and Codec charts. If both origin and destination endpoints use headset of different models and the respective CMR includes the headset information, then the call is counted against both the headset model.

  • If both the headset models are same, then also it will be counted against both of the headset models as it is primarily the usage of the asset.

The filter pane at the top of the details page shows the drop-down list to filter out data and generate charts based on your choice. The available options in the drop-down list are as follows:

  • MRA

  • Call Media Type

  • Unified CM Cluster

  • Call Classification

  • Unified CM Version

Mobile and Remote Access (MRA) allows endpoints to have their registration, call control, provisioning, messaging, and presence services that are provided by Cisco Unified Communications Manager (Unified CM) when the endpoint is outside the enterprise network.

In CCUC, MRA endpoints are determined from CUCM based on the analysis of registered MRA supported endpoint IP address. For more information on how to view the analytics for such endpoints, see View Analytics.

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

Click Download.


 

If you wish to navigate to another screen, wait until the Excel file generated is downloaded on your computer else the file doesn't get downloaded.