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

If you've linked your Site Administration account toControl Hub, then you can access the Analytics page through Site Administration.

Historical charts are standard inControl Hub. Most charts are available in daily, weekly, and monthly format. The amount of data you have access to depends on the type of customer you are. If you're a standard customer, you have access to 3 months of data. If you're a Pro Pack customer, you have access to 13 months of data.


 

Apart from Video Mesh, all reports are in Greenwich Mean Time (GMT).

Analytics data, except for Meetings, is batch processed each day. Data is made available within 24 hours and metrics are available by 1:00PM GMT the next day. Meetings data is updated every 10 minutes.

1

To view your Analytics data:

  • From the customer view in https://admin.webex.com, go to Analytics, and then click Meetings, Messaging, Calling, Devices, Video Mesh, or Jabber.

If you manage your Webex site in Control Hub, then you also have access to Site Admin Classic Reports.

2

Select which date range you want to view the data for with the calendar date selector.

3

Change the date range for the chart: Daily, Weekly, or Monthly.


 

If your charts don't load, enable third-party cookies in your browser. If you prefer to control which third-party cookies your browser accepts, you can add *.webex.com to the list of exceptions.

If third-party cookies are already enabled, try clearing your browser cache.

4

To save an individual chart, choose a chart, click the more button, and then choose a file type.

If you choose CSV, you'll export all of the data for the selected report. If you select PNG or PDF, you get a copy of the data shown on the screen only.

Meetings Analytics provides you with details and descriptions about who's using Webex meetings, regardless of whether it's a Personal Room Meeting or a standard Webex meeting. You can also find out how many minutes people are spending in meetings, the quality of those meetings, and what type of audio people are using.

Use the Webex site selector and calendar date selector at the top-right corner of the page to select the metrics you want to view.

Webex site and calendar date selector in meetings analytics

Global filters

The dashboard contains powerful filtering tools. Click on the Filters bar to select which data you want to see. The filters that you select will automatically apply to all of the charts.

Global filter for analytics

KPIs

There are five KPIs that show at the top of the Meetings Engagement tab. The range of data they measure changes as you select a new date range.

The five KPIs are:

  • Total Meetings—Use this KPI to see if users are regularly hosting Webex meetings in your organization. If this number is low, you can follow up with users to find out why they're not using their hosting capabilities.

  • Total Meeting Minutes—Use this KPI to see to get a sense of how long meetings are being held for in your organization.

  • Total Video Meetings—Use this KPI to see if users are turning on their video during meetings. If this number is low, you can check the Quality tab to look at the video quality charts to determine if there were any media quality issues.

  • Total Sharing Meetings—Use this KPI to see if users are sharing their screens during meetings.

  • Total Recording Meetings—Use this KPI to see if users are recording their meetings.

Meetings by Activity

Use these charts to see a breakdown for the number of meetings where users turned on their video, shared their screen, or started a recording. This information helps you find out if users are engaged in meetings. Click on one of the filters on the left-side chart to change the data for the trending chart on the right side and both Meeting Minutes by Activity charts.

Meeting Minutes by Activity

Use these charts to see a breakdown for how long users turned on their video, shared their screen. or started a recording. If engagement isn't high for these activities, you can reach out to users and inform them of the benefits for utilizing each activity.

Top 10 Meetings by Meeting Minutes

This table shows the top 10 meetings that had the longest duration.

Top 10 Meetings by Video Participant Minutes

This table shows the top 10 meetings which had the longest duration for participants who turned on their video.

Top 10 Meetings by # of Participants

This table shows you which meetings had the most number of participants.

Top 10 Meeting Engagement Charts

KPIs

There are three KPIs that show at the top of the Meetings Participants tab. The range of data they measure changes as you select a new date range.

The three KPIs are:

  • Total Meetings—Use this KPI to see if users are reguarly hosting Webex meetings in your organization. If this number is low, you can follow up with users to find out why they're not using their hosting capabilities.

  • Total Unique Hosts—Use this KPI to see how many users are utilizing host licenses. If this number is low, you can consider switching some users to an attendee account to free up host licenses.

  • Total Participants—Use this KPI to see the total number of joins by participants and devices.

Participants by Join Method

Use these charts to see a breakdown of clients that participants used to join meetings.

Participants by Roles

Use these charts to see a breakdown of host and attendee accounts used to join meetings. If more host accounts are joining meetings than attendee accounts, you can reassign hosts who aren't regularly hosting to attendee accounts.

Participants by Join Location

Use these charts to see a breakdown of locations that participants joined meetings from. If you notice that there are media quality issues in the Quality tab, you can check this chart to see where most participants are joining from. You can then determine if the issue is coming from a certain location or if something else is the root cause.


 

The location for users who join meetings with the Webex app and video devices will show up as unknown.

Top 10 Hosts by # Meetings

This table shows the top 10 hosts who scheduled and started the most meetings.

Top 10 Participants by # Meetings

This table shows the top 10 participants who joined the most meetings.

Top 10 Location by # of Participant Mins

This table shows the top 10 locations that had the most participant minutes.

KPIs

There are three KPIs that show at the top of the Meetings Audio tab. The range of data they measure changes as you select a new date range.

The three KPIs are:

  • Total Audio Minutes—Use this KPI to see the total number of VoIP and telephony minutes used during meetings in your organization.

  • Total VoIP Minutes—Use this KPI to see the total number of VoIP minutes used during meetings in your organization.

  • Total Telephony Minutes—Use this KPI to see the total number of telephony minutes used during meetings in your organization. Depending on if your organization prefers VoIP or telephony minutes, you can look at the charts below to see a breakdown of why this number is high or low.

Audio Usage by Type

Use these charts to determine the types of audio that users are connecting to meetings with. You can take action if your organization has a preferred type of audio that users should be adopting. For example, if your organization has deployed Edge Audio, but the usage for it is low, you can reach out to users and find out why they aren't connecting through Edge Audio.

Аналітика

These insights provide you with a quick glance of where participants experienced the most poor media quality during meetings. You can use this information to get a sense of what filters and charts to look at so you can help diagnose and mitigate the problem.

Quality insights in meetings VoIP/video quality analytics

Key Performance Indicators (KPIs)

KPIs are available at the top of the page to show you what the VoIP/video quality was like for participants or minutes within the date range that you selected. You can use these KPIs as measurable data to see if participants are having VoIP/video quality issues during meetings in your organization. The KPIs available are:

  • Good Participants or Minutes VoIP/Video Quality—Shows the percentage of participants or minutes that were above the good VoIP/video quality threshold. VoIP/video quality is counted as good if packet loss was less than or equal to 5% and latency was less than or equal to 400ms.

  • Participants or Minutes Avg VoIP/Video Packet Loss—Shows the average VoIP/video packet loss of participants or minutes over the selected date range.

  • Participants or Minutes Avg VoIP/Video Latency—Shows the average VoIP/video latency of participants or minutes over the selected date range.

  • Participants or Minutes Avg VoIP/Video Jitter—Shows the average VoIP/video jitter of participants or minutes over the selected date range.

Participants or Minutes by VoIP/Video Quality and Trend

This chart shows a breakdown between good and poor VoIP/video quality for participants or minutes in your organization. If there's a sudden spike of participants or minutes with poor VoIP/video quality, you can view the metrics for that specific date range and compare the metrics between all the other charts available to you and see if there are any common anomalies.

VoIP/Video Participants or Minutes by User Type

This chart shows you a breakdown of VoIP/video participants or minutes by internal or external. Internal are users in your organization. External are users who join meetings hosted in your organization as guests. You can use this chart to help determine if VoIP/video quality issues are affecting participants inside your organization, or if it's a problem coming from outside your organization.

VoIP/Video Participants or Minutes by Connection

This chart shows you a breakdown of VoIP/video participants or minutes by connection type. You can use this chart to help determine if VoIP/video quality issues are affecting all participants in your organization, or if it's limited to specific connection types.

VoIP/Video Participants or Minutes by Platform

This chart shows you a breakdown of VoIP/video participants or minutes by platforms. You can use this chart to help determine if VoIP/video quality issues are affecting all participants in your organization, or if it's limited to specific platforms.

Participants or Minutes by VoIP/Video Quality Map

This map shows the overall geographic distribution of VoIP/video participants or minutes. It also shows a breakdown by VoIP/video quality over the selected date range. This visualization helps you glance quickly at which locations are having VoIP/video quality issues.

Local IP Address by VoIP/Video Participants or Minutes

This chart shows you a breakdown of local IP addresses that participants are connected to. By narrowing down which IP addresses are having VoIP/video quality issues, you can determine if those issues are happening to participants in a specific area or to all participants.

Participants or Minutes Avg VoIP/Video Packet Loss, Latency, and Jitter

These charts show you a trend of what the average VoIP/video packet loss, latency, and jitter were like over the selected date range. You can use these charts to see if any of the average are trending upward to determine if issues are happening from a specific media quality, or all.

Participants with Poor VoIP/Video Quality

For each day of the last 21 days, we capture the worst 350 participants with poor quality. Depending on the date range selected, the top 300 participants who had the poorest quality show up on the list.

For example, on the first day, 350 participants with the poorest quality are captured for that day. On the second day, an independent set of 350 participants with the poorest quality are captured for that day. The table then captures the worst 300 participants between all those days and lists them on the table.


 

This table only shows the worst offenders from the last 21 days.

Key Performance Indicators (KPIs)

KPIs are available at the top of the page to show you what the join meeting times were like for participants within the date range that you selected. You can use these KPIs as measurable data to see if participants are having JMT issues during meetings in your organization. The KPIs available are:

  • Avg Join Meeting Time—Shows the average join meeting times of participants over the selected date range.

  • Avg Join Meeting Time of Returning Users—Shows the average join meeting times of participants who joined meetings for the second time and on after updating to a new version of the Webex App.

  • Avg Join Meeting Time of Updated/New Users—Shows the average join meeting time of participants who joined a meeting for the first time after updating the Webex App and participants who joined a meeting for the first time with the Webex App.

Час приєднатися до наради

This chart shows a trend of the average, 75th percentile, or 95th percentile join meeting times of all participants in your organization. If there's a sudden spike of participants with high join meeting times, you can view the metrics for that specific date range and compare the metrics between all the other charts available to you. For example, you can check the Join Meeting Time Count by Location chart to see if high join meeting times are only happening at a specific location.

Join Meeting Time by User Type

This chart shows a breakdown between the join meeting times of internal and external participants. Internal are users in your organization. External are users who join meetings hosted in your organization as guests. You can use this chart to help determine if join meeting time issues are affecting participants inside your organization, or if it's a problem coming from outside your organization.

Join meeting time by user type chart in meetings analytics

Join Meeting Time by User Status

This chart shows a breakdown of join meeting times for specific types of users. New users might take longer than returning users to join a meeting since they have to download the software. Updated users might take longer to join a meeting since they waited to update the app right before joining a meeting. By seeing how long each type of users takes to join a meeting, you can take proactive steps on how to mitigate these issues, like sending out information on what changed before a new update rolls out, or sending out instructions to new users on how to join a Webex meeting.

Join meeting time by user status chart in meetings analytics

Join Meeting Time by Platform

This chart shows a breakdown of join meeting times by platforms. This data can help you see if any issues with joining meetings are affecting your whole organization, or if it's limited to specific platforms.

Join meeting time by platform chart in meetings analytics

Participants by Join Meeting Time Map

This map shows the overall geographic distribution of join meeting times. You can use this map to determine if a specific location has a higher than average join meeting time. This could indicate that a connection problem is limited to a certain area.

Participants by join meeting time map in meetings analytics

Participants with Poor Join Meeting Time

For each day of the last 21 days, we capture the worst 350 participants with poor join meeting times. Depending on the date range selected, the top 300 participants who had the poorest join meeting times show up on the list.

For example, on the first day, 350 participants with the poorest join meeting times are captured for that day. On the second day, an independent set of 350 participants with the poorest join meeting times are captured for that day. The table then captures the worst 300 participants between all those days and lists them on the table.


 

This table only shows the worst offenders from the last 21 days.

You have various messaging-related charts at your fingertips that can help you determine just how engaged your users are withпрограмі Webex. You can find out how many people in your organization are using the app to communicate and share ideas, which of those users are most active, and which spaces are most commonly used. You can rely on your most active users to encourage others in your organization to use the app. You can also determine the number and size of the files being shared and which platforms are most popular (for example,програмі Webexfor Windows or Mac).

If you're a Pro Pack customer, you have access to historical metrics API that you can use to return daily aggregated messaging-related data automatically.

Key Performance Indicators (KPIs)

There are four KPIs that show at the top of the Messaging Analytics tab. The range of data they measure changes as you select a new date range.

The KPIs available are:

  • Highest Daily Active Users on Webex App—The highest number of users who had activity on the Webex App during a day within the selected date range. Activities include:

    • Sending a message.

    • Uploading a file.

    • Making a phone call with Call on Webex.

    • Joining a meeting from a space.

  • Average Daily Active Users on Webex App—The average number of users who had an activity during the days within the selected date range.

  • Total Messages Sent—The number of messages that were sent over the selected date range. The percentage at the bottom indicates the increase or decrease in the number of messages that are sent by comparing the number of messages sent yesterday, to the number of messages sent the week before.

  • Active Spaces—The number of spaces that had activity over the selected date range. A space is considered active when someone:

    • Sends or reads a new message.

    • Uploads or downloads a file.

    • Creates, joins, or leaves a space.

Messaging analytics KPIs

Messages Sent by Platform

You can use this chart to compare the usage of Webex in desktop or mobile. You can use this information to see if the desktop or mobile app is more popular in your organization. If adoption of one of these platforms isn’t what you expected, then consider providing more training so users know the benefits of using desktop or mobile.

Active Users on Webex app

You can use this chart to determine the number of people actively using the Webex App. An active user is someone who has sent a message, made a call, uploaded a file, or attended a meeting.

Perhaps you signed up your organization for a trial to determine whether you want to purchase some of the services that a Cisco Webex subscription has to offer. In this case, we recommend that you monitor usage. If people are actively engaged, you may want to invest in various services that make workplace collaboration more convenient. If people aren't using the app as much as expected, show them how the app can make their day-to-day work life easier.

Active Spaces

You can use this chart to review the total number of spaces people participate in each day. A space is considered active when someone:

  • Sends a message.

  • Reads a new message.

  • Uploads or downloads a file.

  • Creates, joins, or leaves a space.

You can use this information to determine how well your organization is adopting the practice of using spaces to meet and collaborate. If your organization isn't using spaces as much as you expected, we recommend that you provide more training. People may make better use of their spaces if they're more familiar with the space concept. You can also make them aware of the productivity gains this feature can bring.

ECM Files Shared

You can use these charts to monitor the number of files shared using an integration on the Webex App. The integrations that you can use to share files with are:

  • Dropbox

  • Поле

  • Microsoft OneDrive for Business

  • Microsoft OneDrive Personal

  • Microsoft SharePoint

Use this information to determine the level of feature adoption within your organization. If the number of files shared is low compared to the number of people in your organization, you may want to investigate the reasons why. We recommend that you implement strategies to encourage people to take advantage of the file sharing feature.

Local Files Shared

This chart helps you see how many shared files came from users' devices. You can use the data from this chart to compare with the data from the ECM Files Shared chart to see if users are adopting the integrations that your organization uses, and to see how often users are collaborating with each other in Webex.

Top 300 messaging users in last 30 days

You can use this chart to compare the number of messages sent by the most active users in your organization.

Top 300 file sharing users in last 30 days

You can use this chart to compare which users have shared the most files in your organization.

Retiring the Engagement and Quality tabs

The Engagement and Quality tabs will be retired on September 30, 2022. The Media Quality tab provides the same calling data as the Engagement and Quality tabs, along with new enhancements, such as charts with more granular details, contextual filters, and data that updates near real-time.

Use the Analytics page in Control Hub to see up to 13 months of historical Webex Calling data. You also have access to 13 months of data for calls based in the Webex app if your organization has Pro Pack. If your organization doesn't have Pro Pack, you have access to 3 months of data for calls based in the Webex app.

We keep historical data for calls involving Webex Calling desk phones,програмі Webexapps (desktop and mobile), and the Webex Calling App (desktop and mobile).


 

Data isn't captured for calls based in Cisco Unified Communications Manager (CUCM), Cisco Dedicated Instance, and Cisco Webex Cloud-Connected UC.

Our new Calling Media Quality dashboard in Control Hub makes it easy to manage Webex Calling and Call on Webex call quality across your organization. High level key performance indicators (KPIs) give administrators a quick view of global call quality. Our charts provide detailed views of this data by location, IP address, media type, connection type, codec, endpoint type, and IP phone model.

Data is also now updated near real-time. You can see call quality data within 15 minutes of when a call ends.

Dashboard Tips

Global Filters

The dashboard contains powerful filtering tools. Click on the Filters bar to select which data you want to see. You can filter by the following dimensions:

  • Call legs quality

  • Location and local IP address

  • Media, connection, endpoint, and device types

  • Audio and video codecs

  • Time distribution

Filter by user name or email address

You can now filter all charts by user names or email addresses.

Filter by user name or email address in Calling Media Quality analytics

Contextual Filters

You can also click on a category in the charts to filter the data. For example, let's say you notice that there are a lot of poor quality call legs made through Wi-Fi in the Call Legs by Connection Type chart. You can click on Wifi to quickly apply the filter to all the charts so you can determine what the problem could be.

Contextual filter example on a chart in Analytics

Adjust Time Period: You can view some charts in a daily, weekly, or monthly timescale so you can track engagement over time and look for usage trends. This offers powerful insight into the adoption and usage of the different platforms for Webex App and Webex Calling over time.

Export Data or Charts: You can export any graph to save a snapshot of the view. Click the More button on the top right of the chart/list, and select the file format to download. The formats available are PDF, PNG, or CSV, depending on whether it's a graph or list.

KPIs

KPIs are available at the top of the page to show you what the media quality was like for call legs within the date range that you selected. You can use these KPIs as measurable data to see if callers had issues during calls in your organization. The KPIs available are:

  • Total Call Legs—Shows how many call legs were made and received.

  • Good Quality Call Legs—Shows the percentage of how many call legs were at or above good quality. Call legs are counted as good if both video and audio stream had jitter below 150ms, latency below 400ms, and packet loss below 5%.

  • Сер. Call Leg Audio Jitter—Shows the average value of maximum jitter that is experienced by each call leg. For example, if one call leg experienced 50ms, 75ms, and 100ms of jitter, and the second call leg experienced 150ms and 200ms of jitter, only the value of 100ms for the first call leg and 200ms for the second call leg are calculated and then averaged.

  • Сер. Call Leg Audio Packet Loss—Shows the average value of packet loss experienced by each call leg.

  • Сер. Call Leg Audio Latency—Shows the average value of latency experienced by each call leg.

Call Legs Quality and Trend

This chart shows a breakdown between good and poor media quality for call legs in your organization.

Гілкам виклику надається категорія високої якості, якщо для аудіо- та відеопотоку досягнуто такі значення: джитер нижче за 150 мс, затримка нижче за 400 мс і втрата пакетів нижче за 5 %.

If there's a sudden spike of call legs with poor quality, you can view the metrics for that specific date range and compare the metrics between all the other charts available to you and see if there are any common anomalies.

Call Legs by Country

This chart shows the quality of call legs based on the country that users are assigned to in Control Hub over the selected date range. You can use this chart to help determine if media quality issues are limited to a country or the devices set up in that country. Вибравши категорію на діаграмі, можна виконати фільтрування всієї сторінки.


 
This chart will categorize "Call on Webex" data separately as those call legs aren't tied to a specific location.
Call legs by Country

Гілок виклику за розташуванням

This chart shows you a breakdown of call legs by the locations set up in the Calling section of Control Hub. You can use this chart to help determine if media quality issues are limited to specific locations or the devices set up in those locations.


 
This chart will categorize "Call on Webex" data separately as those call legs aren't tied to a specific location.

Гілок виклику за типом мультимедіа

This chart shows a breakdown of call legs that were audio only or had video enabled. You can use this chart to see if there are any media quality issues if video was enabled or not.

If a call leg has both audio and video stream, then it’s categorized once under video.

Гілок виклику за типом підключення

This chart shows you a breakdown of call legs by the connections used. You can use this chart to help determine if media quality issues are affecting all call legs in your organization, or if those issues are limited to specific connection types.

Гілок виклику за локальною IP-адресою

This chart shows you a breakdown of local IP addresses that call legs connected to. IP addresses are limited to only the first three segments to preserve the personal identity of users.

By narrowing down which IP addresses are having media quality issues, you can determine if those issues are happening to call legs in a specific area, or to all call legs.

Гілок виклику за типом кінцевого пристрою

This chart shows you a breakdown of call legs by the endpoints used. You can use this chart to help determine if media quality issues are affecting all endpoints in your organization, or if it's limited to specific endpoints.

Screenshot of call legs by connection type chart in Webex Calling analytics

Гілок виклику за типом пристрою

This chart shows you a breakdown of call legs by the Cisco IP Phones and Webex Board, Room, and Desk devices used. You can use this chart to narrow down what devices are being affected by media quality issues.

Call Legs by Path Optimization

These charts show you the quality of call legs based on the type of path optimization used over the selected date range.

The available path optimization types are:

  • Interactive Connectivity Establishment (ICE): It is used to enable devices to send media directly to one another, which reduces latency and bandwidth usage.
  • Private Network Connect (PNC): It is used to enable Webex Calling customers to extend their private network to the cloud over a dedicated VPN.
  • No Optimization: When neither ICE nor PNC path optimization is used.

Вибравши категорію на діаграмі, можна виконати фільтрування всієї сторінки.

Image showing the path optimization chart

Call Legs by Audio Jitter, Packet Loss, and Latency

These charts show you a trend of what the audio packet loss, latency, and jitter of call legs were like.

Audio jitter is derived from the delay between successive audio requests over a number of packets. Call quality improves as jitter decreases. Only the maximum value of jitter is recorded. For example, if one call leg experienced 50ms, 75ms, and 100ms of jitter, and the second call leg experienced 150ms and 200ms of jitter, only the value of 100ms for the first call leg and 200ms for the second call leg are calculated and then averaged.

Packet loss is the time distortion that you experience when you record or playback an audio signal. Call quality improves as packet loss decreases.

Latency is the time that it takes for your voice (or data packet) to reach the recipient plus the time it takes for its acknowledgment to come back. Call quality improves as latency decreases.

The 90th percentile shows the max audio jitter, packet loss, or latency value that 10% of call legs experienced over the selected date range.

You can use these charts to see if any of the media quality metrics are trending upward to help narrow down where the issues could be coming from.

Call Legs by Audio and Video Codecs

These charts show you a breakdown of call legs by the types of audio and video codecs used. You can use these charts to determine if a specific codec is affecting the media quality of call legs. Video codecs are only applicable to calls that had video stream.

Call Legs Distribution by Time

These charts show you a breakdown of call legs based on hourly distribution of the day over the selected date range. The distribution is according to the UTC time zone. Вибравши категорію на діаграмі, можна виконати фільтрування всієї сторінки. You can use these charts to determine if the media quality of call legs is affected during a specific time of the day.

Call legs distribution by time

Users with Worst Calling Experience

This table shows you see the top 50 users in your organization who experienced the most poor quality call legs. You can use this table to help you quickly see which users to focus on and find out why they might be having poor quality call legs as opposed to other users.

Users with Worst Calling Experience table in Calling Media Quality analytics

Cross launch into Troubleshooting from Analytics

When you click on a name in the Users with Worst Calling Experience table, a new tab opens up to Troubleshooting that shows you all the call legs that the user made within the date range that you selected, up to 21 days.

Cross launch into Troubleshooting from Calling Media Quality analytics example

Відомі обмеження

Data for Call on Webex Calls may take up to 30 minutes after the call ends to reflect on the charts.

Retiring the Engagement and Quality tabs

The Engagement and Quality tabs will be retired on September 30, 2022. You can continue using the Media Quality dashboard to get call quality and usage information.

How We Collect Data

At the end of each call from a Webex Calling desk phone or application, we collect the statistics directly from that endpoint. The data is collected over the day, and added to the display in Control Hub at midnight (UTC) the following day.

Наприклад: Alice makes a call on June 9th, from her Webex Calling desk phone to an external party. On June 10th, you'll see Alice's call detail record in Control Hub, and be able to see the media statistics reported by the desk phone.

When Alice calls Bob, who is another user in your organization, two call records will be collected; one for the media statistics reported by Alice's endpoint, and one for the statistics from Bob's endpoint. This helps you to work out which user is having the problem when they share a poor quality call.

Dashboard Tips

  • Adjust time period

    You can view the Total Call Legs and Total Call Minutes graphs on Daily, Weekly or Monthly timescales, so you can track engagement over time, and look for usage trends. This offers powerful insight into the adoption and usage of the different platforms for Webex and Webex Calling over time.

  • Фільтри

    The dashboard contains powerful filtering tools. Click on the Filters bar to select which data you want to see. You can filter by Endpoint in the Engagement tab, and by Quality, Endpoint, or Location in the Quality tab.

    You can clear individual filters by clicking the close button on the filter name.

  • Export data or charts

    You can export any graph or detail view. Click the More button on the top right of the chart/list, and select the file format for your download (PDF, PNG, or CSV, depending on whether it's a graph or list).

    When you combine file download with the filtering, searching, and ordering tools, you can easily generate useful reports about your Webex Calling deployment.

Reports for Calling Engagement and Quality Data

If you want to see data for the call legs that users made or received and the quality of their calls in a CSV file format, you can download the Calling Engagement and Calling Quality reports in the Reports section.

Known Limitations

These following types of calls do not currently appear on the dashboard in Control Hub. We are working to address these limitations.

  • Calls from IPv6 endpoints.

  • Calls which are not 'over the top' because they use a VPN termination to Webex Calling.

  • If your organization has multiple regions, we don't currently show calls made in regions other than your organization's home region.

  • DECT phones and ATA devices aren't supported.

Key Performance Indicators (KPIs)

There are four KPIs that show at the top of the Calling Engagement tab. The range of data they measure changes as you select a new date range.

The four KPIs are:

  • Total Call Legs—The total number of call legs made and received by users.

  • Total Minutes—The total number of minutes for all the calls made over the selected date range. This number includes both the caller and receiver. For example, if a user calls another user for 30 minutes, then the total count is 60.

  • Highest Daily Active Users—The highest number of users that made or received call legs during a day within the selected date range.

  • Average Daily Active Users—The average number of users that made or received one call leg during the days within the selected date range.

KPIs in Calling Analytics Engagement tab
Total Call Legs by Platform and Total Call Minutes by Platform

The Total Call Legs and Total Call Minutes graphs show how users have been making calls in your organization. The graphs show you the number of call legs and call minutes by platform type. The platform types that can show in the graphs are:

  • Desk Phone - Cisco Multiplatform Phones (Webex Calling desk phones)

  • Desktop -програмі Webexfor Windows, Mac, and Linux

  • Mobile -програмі Webexfor Android and iOS

  • WxC Desktop - Desktop Webex Calling App for Windows, Mac, and Linux

  • WxC Mobile - Mobile Webex Calling App for Android and iOS

Top 300 Calling Users in Last 30 Days

This table shows the top 300 users that made or received the most call legs over the last 30 days. You can also use the data in this table to see how often users are turning on their video during their calls.

KPIs

There are two KPIs that show at the top of the Calling Engagement tab. The range of data they measure changes as you select a new date range.

The two KPIs are:

  • Audio Calls with Good Quality—The percentage of audio calls that had good quality over the selected date range. Calls are counted as having good quality if they were below 400ms latency and had less than 5% of packet loss.

  • Video Calls with Good Quality—The percentage of video calls that had good quality over the selected date range. Calls are counted as having good quality if they were below 400ms latency and had less than 5% of packet loss.

Charts and Table

Use the this view to identify users that are experiencing poor call leg quality, and to get an overall view of media quality across the organization.

We collect media quality data from each endpoint at the end of every call leg. The data is collected from desk phones and all the desktop apps, and you can see it in the Quality section of the Calling Analytics page.

A call leg is considered to have poor media quality if it meets or exceeds any one of the following thresholds:

  • Packet loss of 5%

  • Latency of 400 ms

  • Jitter of 150 ms

The Call Legs by Audio Quality and Call Legs by Video Quality graphs compare the proportion of calls that are within the quality threshold ("Good") against those that are "Above Threshold".

The Top 300 Calling Users with Poor Audio Quality in Last 30 Days table shows which users have experienced the most poor audio quality calls, because their quality measurements exceeded at least one threshold. Use search and ordering controls to quickly find a particular user.

If a particular user is experiencing poor media quality, you can check if all the user's endpoints are similarly affected. Common quality issues come from Android or iOS calling applications, which may be due to poor mobile internet connections. You can use the CScan tool to test a user's connection to the internet.


 

This section is a draft that's in public preview. We're giving you a sneak peek at what to expect. To see Call Queues analytics, you can sign up for the beta program at https://beta.webex.com.

Our call queue dashboards in Control Hub makes it easy to see how call queues and agents are handling incoming calls across your organization.

Dashboard tips

Adjust time period

You can view some charts in a hourly, daily, weekly, or monthly timescale so you can track engagement over time and look for usage trends. This offers powerful insight into how incoming calls are being handled in call queues.


 
The date picker doesn't apply to data in the live queue stats section. Data for the live queue stats section is collected every 30 seconds.

Global filters

The dashboard contains powerful filtering tools. Click on the Filters bar to select which data you want to see. The filters that you select will automatically apply to all of the charts. You can filter by specific call queues and locations.

Export data or charts

You can export any graph or detail view. Click the More button on the top right of the chart/list, and select the file format for your download (PDF, PNG, or CSV, depending on whether it's a graph or list).

When you combine file download with the filters available, you can easily generate useful reports about call queues in your organization.

Reports for call queues and call queue agents stats

If you want to see data for call queues and call queue agents in a CSV file format, you can download the Call Queue Stats and Call Queue Agent Stats reports in the Reports section.

KPIs

KPIs are available at the top of the page to show you a quick high-level status of incoming calls in call queues within the date range that you selected. The KPIs available are:

  • Total answered calls—Total number of calls that agents answered. Цей відсоток показує зміну значення з часом за рахунок його порівняння з попередніми даними вибраного діапазону дат.
  • Total abandoned calls—Total number of calls where the caller hung up or left a message before an agent became available. Цей відсоток показує зміну значення з часом за рахунок його порівняння з попередніми даними вибраного діапазону дат.
  • Percentage of abandoned calls—Percentage of calls where the caller hung up or left a message before an agent became available. Цей відсоток показує зміну значення з часом за рахунок його порівняння з попередніми даними вибраного діапазону дат.
  • Avg wait mins—Average time that callers spent waiting for the next available agent to answer the call. Цей відсоток показує зміну значення з часом за рахунок його порівняння з попередніми даними вибраного діапазону дат.
Call queue stats analytics KPIs
Incoming calls for call queues and trend

This chart shows a breakdown of call queue statistics by incoming calls. You can use this chart to see how call queues are handling all the incoming calls to your organization.

Incoming calls for call queues and trend charts in call queue stats analytics
Avg call queue minutes per call and trend

This chart shows a breakdown between the average abandoned and average wait minutes from incoming calls. You can use this chart to see how long callers had to wait before hanging up the call or getting transferred to an agent. Average minutes are calculated as:

  • Average abandoned minutes—Average call minutes that the callers spent waiting for an agent before hanging up or selecting the option to leave a message.
  • Average wait minutes—Average time that callers spend waiting for the next available agent to answer the call.
Avg call queue minutes per call and trend charts in call queue stats analytics
Top 25 call queues by status of calls

This table shows the top 25 call queues with the most calls by a specific status. The statuses of calls available are:

  • Answered calls—Number of calls answered by agents.
  • % of answered calls—Percentage of calls answered by agents.
  • Abandoned calls—Number of calls where the caller hung up or left a message before an agent became available.
  • % of abandoned calls—Percentage of calls where the caller hung up or left a message before an agent became available.
  • Overflows - Busy—Number of calls that overflowed to a different call queue because the queue limit was met.
  • Overflows - Timed out—Number of calls that overflowed to a different call queue because the wait time exceeded the maximum configured limit.
  • Calls transferred—Number of calls that were transferred out of the queue.
Top 25 call queues by % of calls chart in call queue stats analytics
Top 25 call queues by avg wait and abandoned mins

This table shows the top 25 call queues with the highest average wait and abandoned minutes from incoming calls. Average minutes are calculated as:

  • Average abandoned minutes—Average call minutes that the callers spent waiting for an agent before hanging up or selecting the option to leave a message.
  • Average wait minutes—Average time that callers spend waiting for the next available agent to answer the call.
Top 25 call queues by avg and abandoned mins chart in call queue analytics
Call queue stats

This table shows details of call queues that have been set up in your organization. You can use this table to see the number of incoming calls to call queues and the status of those calls. You can also search for specific call queues, locations, phone numbers, and extensions by using the search bar in the table. The details available are:

  • Call Queue—Name of the call queue.
  • Location—Location assigned to the call queue.
  • Phone No.—Phone number assigned to the call queue.
  • Extension—Extension number assigned to the call queue.
  • Total Hold Mins—Total number of minutes that calls were placed on hold by agents.
  • Avg Hold Mins—Average number of minutes that calls were placed on hold by agents.
  • Total Talk Mins—Total number of minutes that agents were actively talking on calls.
  • Avg Talk Mins—Average number of minutes that agents were actively talking on calls.
  • Total Handle Mins—Total number of minutes that agents spent handling calls. Handle minutes are calculated as Total Talk Mins + Total Hold Mins = Total Handle Mins.
  • Avg Handle Mins—Average number of minutes that agents spent handling calls.
  • Total Wait Mins—Total number of minutes that callers spent waiting for the next available agent to answer the call.
  • Avg Wait Mins—Average number of minutes that callers spent waiting for the next available agent to answer the call.
  • Calls Answered—Number of calls answered by agents.
  • % Answered Calls—Percentage of calls answered by agents.
  • Calls Abandoned—Number of calls where the caller hung up or left a message before an agent became available.
  • % Abandoned Calls—Percentage of calls where the caller hung up or left a message before an agent became available.
  • Avg Abandoned Mins—Average number of minutes where callers hung up or left a message before an agent became available.
  • Abandoned Mins—Number of minutes where callers hung up or left a message before an agent became available.
  • Total Calls—Total number of incoming calls.
  • Overflow - Busy—Number of calls that overflowed because the queue limit was met.
  • Overflow - Timed out—Number of calls that overflowed because the wait time exceeded the maximum limit.
  • Calls Transferred—Number of calls that were transferred out of the queue.
  • Avg No. of Agents Assigned—Average number of agents assigned to call queues.
  • Avg No. of Agents Handling Calls—Average number of agents that actively handled calls.

 
Call queues with no data won't show in this table.
Call queue stats table in call queue analytics
KPIs

KPIs are available at the top of the page to show you details about the calls that agents handled within the date range that you selected. The KPIs available are:

  • Total answered calls—Total number of presented calls that were answered by agents. Цей відсоток показує зміну значення з часом за рахунок його порівняння з попередніми даними вибраного діапазону дат.
  • Total bounced calls—Total number of calls that were presented to an agent but weren't answered. Цей відсоток показує зміну значення з часом за рахунок його порівняння з попередніми даними вибраного діапазону дат.
  • Avg handle mins—Average time in minutes that agents spend on handling calls. Цей відсоток показує зміну значення з часом за рахунок його порівняння з попередніми даними вибраного діапазону дат.
Call queue analytics call queue agent stats KPIs
Avg agent call minutes per call and trend

This chart shows on average how long each call lasts by their call status. You can use this chart to see if callers are getting the help they need in a timely manner.

Avg agent call minutes per call and trend charts in call queue agent stats analytics
Incoming calls to agents by call status

This chart shows a breakdown of incoming calls to agents based on the call status. This chart can help you see if there are more bounced calls than usual.

Incoming calls to agents by call status chart in call queue agent stats analytics
Agents handling calls vs agents assigned

This chart shows a trend of the average number of agents handling calls against the average number of assigned agents to call queues. You can use this chart to see if there are enough agents to handle calls and adjust as needed.

Agents handling calls vs agents assigned chart in call queue agent stats analytics
Top 25 agents by answered and bounced calls

This table shows the top 25 agents with the most answered or bounced calls.

Top 25 agents by answered and bounced calls chart in call queue agent stats analytics
Top 25 agents by avg talk and avg hold mins

This table shows the top 25 agents with the highest average talk or hold minutes.

Top 25 agents by avg talk and avg hold mins chart in call queue agent stats analytics
Call queue agents

This table shows details of all the agents that have been assigned to call queues in your organization. You can use this table to see which agent gets the most calls and information about their calling stats. You can also search for specific agent or workspace names, call queues, and locations by using the search bar in the table. The details available are:

  • Agent/Workspace Name—Name of the agent or workspace.
  • Call Queue—Name of the call queue.
  • Location—Location assigned to the call queue.
  • Total Answered Calls—Number of calls that were presented to the agent and answered by them.
  • Bounced Calls—Number of calls that were presented to the agent but went unanswered.
  • Total Presented Calls—Number of inbound calls to the agent that were distributed by the call queue.
  • Total Talk Mins—Total number of minutes that an agent spent actively talking on calls.
  • Avg Talk Mins—Average number of minutes that an agent spent actively talking on calls.
  • Total Hold Mins—Total number of minutes that an agent puts calls on hold.
  • Avg Hold Mins—Average number of minutes that an agent puts calls on hold.
  • Total Handle Mins—Total number of minutes that an agent spent handling calls. Handle minutes are calculated as Total Talk Mins + Total Hold Mins = Total Handle Mins.
  • Avg Handle Mins—Average number of minutes that agents spent handling calls.
Call queue agents table in call queue agent stats analytics
KPIs

KPIs are available at the top of the page to show you all the current incoming calls and what their statuses are to help you monitor call queues in real time. The KPIs available are:

  • Active calls—Shows the number of calls where agents are talking to callers. The percentage shows the change in value over time by comparing it with the last updated data 30 seconds ago.
  • Calls waiting—Shows the number of calls that are waiting for the next available agent to answer. The percentage shows the change in value over time by comparing it with the last updated data 30 seconds ago.
  • Calls on hold—Shows the number of calls that agents placed on hold. The percentage shows the change in value over time by comparing it with the last updated data 30 seconds ago.
  • Longest wait time—Shows the longest time, in minutes, that a caller had to wait before an agent answered the call. This KPI shows data from the one call queue that had the longest wait time out of all the call queues during the captured time. The percentage shows the change in value over time by comparing it with the last updated data 30 seconds ago.
Call queue analytics live queue stats KPIs
Live call queue stats

This table shows details of all the call queues that have been set up in your organization. You can use this table to see which call queue gets the most calls and adjust the number of agents as needed. You can also search for specific call queues, locations, phone numbers, and extensions by using the search bar in the table. The details available are:

  • Call Queue—The name of the call queue.
  • Location—The location assigned to the call queue.
  • Phone No.—The phone number assigned to the call queue.
  • Extension—The extension assigned to the call queue.
  • Active Calls—The number of calls where agents are talking to callers.
  • Held Calls—The number of calls that agents have placed on hold.
  • Calls Waiting—The number of calls that are waiting for the next available agent.
  • Longest Wait Mins—The longest time in minutes that a call had to wait before an agent picked up the call.
  • Timestamp (UTC)—The time that the data was captured.
Live call queue stats table in live queue stats analytics

Key Performance Indicators (KPIs)

There are five KPIs that show at the top of the Detailed Call History tab. The range of data they measure changes as you select filters and a date range.

KPIs are generated on a per call basis. For example, if Alice calls Bob, that counts as a single call for KPI calculations. There are five KPIs that show at the top of the Detailed Call History tab. The range of data they measure changes as you select filters and a date range.

The KPIs are:

  • Total Calls—The total number of Webex Calling calls for the selected filters and date range. Для одного виклику може бути кілька гілок. Наприклад, внутрішній виклик між двома користувачами матиме дві гілки виклику, проте на цій панелі він рахуватиметься як один виклик.

  • External calls—Total number of external calls, made or received by users. Зовнішній виклик – це виклик, що був здійснений або отриманий ззовні організації. Внутрішні виклики – це виклики, що були здійснені між користувачами Webex Calling у межах організації.

  • Answered Calls—Percentage of answered calls made or received by users within the selected filters and date range. For example, if a call arrives on a hunt group, and it not answered by the first 9 agents, but is answered by the 10th, the call is considered to have been answered. Виклики, що були прийняті голосовою поштою, також вважаються прийнятими.

  • Calls in Busiest Location—Total number of calls made or received by users in the busiest location within the selected filters and date range.

  • Webex Calling Active Users—The total number of unique active users who made or received calls within the selected filters and date range. An active user is any Webex Calling user that has made or received any type of call during the selected date range.

Screenshot for Webex Calling analytics detailed call history KPIs

Загальна кількість вихідних викликів за типом

The Total Outbound Calls by Type graph shows the types of outbound calls happening within your organization that match the selected filters and are within the date range. The call types that can show in this graph are:

  • Внутрішній

  • Mobile/Cell

  • Національний

  • Міжнародні

  • Екстрена служба

  • Operator Services

  • Short Numbers

  • Premium Rate

  • SIP URI

  • Inbound

  • Невідомо

  • Zero Touch Meeting

  • Integrated Audio (On Net Webex Meeting)

Screenshot for Webex Calling analytics total outbound calls by type chart

Загальна кількість викликів за розташуванням

The Total Calls by Location graph shows a breakdown of the calls made or received at different locations within the selected filters and date range.

Усього викликів

This chart shows the number of calls, made or received, across the selected date range. Тут відображається, як із часом змінюється тренд використання вашою організацією служби Webex Calling.

Screenshot for Webex Calling analytics total calls chart

Погодинний розподіл викликів

This chart shows the number of calls, made or received, summed up on an hourly basis across the selected date range. Тут можна побачити період дня, коли користувачі Webex Calling були найбільш активними та максимально користувалися службою.

Screenshot for Webex Calling analytics distribution of calls by hour chart

Детальна історія викликів

The Detailed Call History report shows a list of calls along with the following details:

  • Start Time (UTC)—This is the start time of the call, the answer time may be slightly after this.

  • Location—Location of the call.

  • Calling Number—For incoming calls, it is the telephone number of the calling party. For outgoing calls, it is the telephone number of the user.

  • Called Number—For incoming calls, it is the telephone number of the user. For outgoing calls, it is the telephone number of the called party.

  • Country code of the caller ID number—This is only populated for international calls.

  • Caller ID—The caller ID of the user who placed or received the call, if applicable.

  • Duration—The length of the call in seconds.

  • Answered—Answered if this call leg was answered, Unanswered otherwise.


     
    A call answered by the voicemail service is listed as answered.
  • Direction—Inbound or Outbound.

You can use the reports here to determine which devices are more popular with your users and which ones aren't. You can use this information when setting up places with shared devices. You can make sure that the more commonly used devices are set up in densely populated areas of your building or where the most meetings take place.

If you're a Pro Pack customer, you have access to historical metrics API that you can use to return daily aggregated devices-related data automatically.

The devices page shows usage metrics for Cisco Webex devices, including the Cisco Webex Desk Pro, Cisco Webex Room Panorama, DX80, and Cisco Webex room devices. Cisco Webex Share and other cloud-registered devices are not included in the usage metrics, but they are included in the inventory details list.

Analytics for Microsoft Teams Video Integration

If you deployed the Cisco Webex Video Integration for Microsoft Teams for your organization, then usage metrics for participants who joined Microsoft Teams meeting with Cisco video devices are counted in the key performance indicators and charts.

The filters list corresponds with the devices you have setup throughout your organization. You can use this information to focus on a specific device. For instance, if you just deployed DX80s to all the users in your organization, then select DX80 as the filter.

Key Performance Indicators (KPIs)

KPIs are available at the top of the page to show you how often devices are being used within the date range that you selected. The KPIs available are:

  • Active Devices—Total number of active devices. Пристрої вважаються активними, коли вони використовуються для приєднання до викликів, для локальних дротових або бездротових дисплеїв, дошки або в режимі наскрізного передавання через USB. Відсоткова зміна — це число порівняно з числом за попередній період часу. Наприклад, якщо вибрано 10 днів, число порівнюється з попередніми 10 днями.

  • Total Usage (Hours)—Total number of hours that devices were used for. This usage includes when devices are used to join calls, for local wired or wireless displays, whiteboarding, in USB passthrough mode, and for digital signage.

  • Active Usage per Device—The average number of hours that devices were used for any active or digital signage activities. Середнє значення розраховується як (кількість KPI активних пристроїв), поділена на (кількість KPI загального використання).

Room & Device analytics KPIs

Device Usage by Activity

This chart shows the total usage (hours) of cloud-registered devices, including Cisco Webex Room Devices, Webex Boards, and Webex Shares. A device may be one of the following types of activities:

  • In Call—Device is used to join a meeting as a video endpoint.

  • Local Sharing Cable—Device is shared and connected locally by the user via a HDMI cable without joining any meetings or calls.

  • Local Sharing Wireless—Device is shared and connected locally by the user via WiFi without joining any meetings or calls.

  • Signage—Device is used as a multimedia display under Digital Signage mode.

  • USB Passthrough—Device is connected to a computer via a USB cable and used as a webcam.

  • Whiteboarding—Device is used as a whiteboard in a conference room without any users connected to it.


 

Select a date range to see the usage of the specified time period. Devices reports usage data is only available from February 1, 2019 and on. All charts update accordingly.


 

Select a specific activity to see its usage. Activities Overview and Device Utilization charts update accordingly, with the exception of Inventory Details.

Room & Device analytics device usage by activity charts

Device Usage by Frequency

This report breaks down how often devices are used across all activities over the selected date range. If you see Low as the largest piece of the pie chart, try training users in your organization about the benefits of joining by video, or how whiteboarding can help illustrate ideas.

Room & Devices analytics device usage by frequency chart

Відомості про пристрій

Use this table to see details of every device in your organization. Look at the Hours Used column to quickly pinpoint underutilized devices. It shows the total usage of the device over the selected time period. You can click on any of the columns to sort them.

  • Assigned To—Name of the place or user this device is assigned to. If this field is blank then the device was deleted from your organization.

  • Hours Used—Total usage over the selected time period.

  • Device ID—Unique identifier internal for administrators.

  • Device Type—Device model.

  • Tags—Shows tags assigned to the device on the Control Hub Devices page.

  • IP Address—Last known IP address of when the device was online.

  • Mac Address—Media Access Control address of the device.

  • Status—Device online status from the last 24 hours.

  • Calls—The number of hours the device was used for a call.

  • Local Display Wired—The number of hours the device was used for a wired local display.

  • Local Display Wireless—The number of hours the device was used for a wireless local display.

  • Whiteboarding—The number of hours the device was used for whiteboarding.

  • Digital Signage—The number of hours the device was used for digital signage.

  • USB Passthrough—The number of hours the device was used for USB passthrough.


 

The owner of the device shows in the Assigned To column. You can see more information about that device on the Devices page.

Analytics for Webex Assistant for Devices are supported for:

  • Room Kit

  • Room Kit Mini

  • Room Kit Plus

  • Room Kit Pro

  • Room 55 and 55 Dual

  • Room 70 and 70 G2

  • Webex Board 55 and 55S

  • Webex Board 70 and 70S

  • Webex Board 85S

  • Desk Pro

Total of Voice Commands

This chart shows you the trend for the number of voice commands that users are saying to the Webex Assistant for Devices in your organization. These numbers give you insights on how often users are utilizing Webex Assistant for Devices, and how you can help users make use of it more often.

Devices with Most and Least Engagement

This chart shows you the top 10 and bottom 10 list of devices that responded to voice commands from users over the selected time period. You can use this chart to get an idea of which devices get the most use, and how you can help get more use out of the devices with the least engagement.

Наміри голосових команд

Розбір намірів голосових команд від користувачів у вашій організації. You can see which intents are the most used, and see why some intents aren't used as often as others.

Відповіді на проактивне приєднання

Розбір того, як користувачі реагували на підказки Webex Assistant на пристроях з увімкненим проактивним приєднанням. You can use this breakdown to see if users are making use of the Proactive Join feature, or if they're not aware of it, you can help users adopt it.

You can track how often Cisco Headsets are used in your organization during meetings in the Webex app. Analytics for Cisco Headsets are supported for:

  • Cisco Headset 500 Series

  • Cisco Headset 730


 

Data is only available for Cisco Headsets that are connected to the Webex app on version 41.8 and later.

Key Performance Indicators (KPIs)

The KPIs available for Headsets Analytics are:

  • Total Headsets—The total number of Cisco Headsets that have connected to the Webex app and used at least once.

  • Total Active Headsets—The total number of Cisco Headsets that were used once with the Webex app over the selected date range.

  • Total Calls—The total number of calls and meetings joined in the Webex app with Cisco Headsets over the selected date range.

  • Total Call Minutes—The total number of minutes that Cisco Headsets were used in calls and meetings with the Webex app over the selected date range.

  • Average Call Minutes—The average number of minutes that Cisco Headsets were used in calls and meetings with the Webex app over the selected date range.

Usage by Connection Type

This chart breaks down headset inventory by the type of connection. You can use this information to see if users in your organization prefer a certain connection type.

Usage by Endpoint

This chart breaks down the endpoints that users connected their headsets to. You can use this information to help with headset engagement on other endpoints.

Headsets by Status

This chart shows the trend in headset status over time. You can use this information to see how often headsets are getting used in the Webex app compared to the total amount.

In-Call Usage

This chart shows how many hours headsets were used during calls. In-call usage refers to calls and meetings joined in the Webex app.

Headsets by Model

This chart breaks down your total Cisco Headset inventory by model. You can sort by total number of headsets and by percentage of headset inventory. The chart also breaks down your inventory by active and inactive headsets.

Daily Average Usage by Model

This chart shows the daily average headset use over the selected date range by headset model. You can use this information to see if a certain model has more usage than the others to help with future headset purchases.

Headsets by Country

This chart shows the total distribution of your Cisco Headset inventory by country. The chart also breaks down your inventory by active and inactive headsets. You can compare this chart with the Daily Average Usage by Country chart to determine if low engagement in other countries is due to a lower headset inventory count or because of a higher number of inactive headsets.

Daily Average Usage by Country

This chart shows the daily average headset use over the selected date range by country. You can use this information to help see headset engagement between different countries.

Daily Average Usage and Inventory Map

This map shows the overall geographic distribution of your Cisco Headset inventory. It also breaks down the average daily headset utilization over the selected time span. This visualization helps you glance quickly at which locations have the most headset inventory and usage.

Headset utilization is sorted into three categories:

  • Unused headsets.

  • Headset usage averages less than an hour per day.

  • Headset usage averages more than an hour per day.


 

Quality data is only available for Webex devices when used during Webex activities. Devices must be on version CE 9.15.9.3 and RoomOS 10.9.0.29 or higher for data to show.

Key performance indicators (KPIs)

KPIs are available at the top of the page to show you what the audio and video quality minutes were like for Webex Room and Desk series devices within the date range that you selected. You can use these KPIs as measurable data to see if devices are having audio or video quality issues during meetings in your organization. The KPIs available are:

  • Webex call mins of devices—The total number of minutes that Webex devices were used for calls and meetings with Webex over the selected date range.
  • Good Webex video call mins of devices—The percentage of video minutes during calls and meetings on Webex devices that had good quality over the selected date range. Video minutes are counted as having good quality if they were below 400ms latency and had less than 5% of packet loss.
  • Good Webex audio call mins of devices—The percentage of audio minutes during calls and meetings on Webex devices that had good quality over the selected date range. Audio minutes are counted as having good quality if they were below 400ms latency and had less than 5% of packet loss.
Device analytics quality KPIs

Webex video call quality of devices and trend

This chart shows a breakdown between good and poor video quality during calls and meetings using Webex for Webex devices in your organization. If there's a sudden spike of Webex devices with poor video quality, you can view the metrics for that specific date range and compare the metrics between all the other charts available to you and see if there are any common anomalies.

Device analytics quality Webex video call quality of devices and trend charts

Webex audio call quality of devices and trend

This chart shows a breakdown between good and poor audio quality during calls and meetings using Webex for Webex devices in your organization. If there's a sudden spike of Webex devices with poor audio quality, you can view the metrics for that specific date range and compare the metrics between all the other charts available to you and see if there are any common anomalies.

Device analytics quality Webex audio call quality of devices and trend charts

Issue mins of devices in Webex Calls

This chart breaks down audio and video minutes of Webex devices that had packet loss and latency issues. Minutes are counted as issues if they were above 400ms latency or had more than 5% of packet loss during meetings and calls using Webex.

Device analytics quality issue mins of devices in Webex Calls chart

Top 20 devices by poor Webex call mins

This chart shows the top 20 Webex devices that had the most poor quality video and audio minutes during calls and meetings using Webex over the selected date range. You can use this chart to figure out if Webex devices are having issues in a location, or if issues are limited to certain devices.

Device analytics top 20 devices by poor Webex call mins chart

Top 300 devices with poor Webex call quality mins

This table shows the top 300 Webex devices with the most poor audio and video minutes over the selected date range. You can use this table to view the meetings that the devices were in with troubleshooting and see if other participants also experienced poor media quality issues.

Device analytics top 300 devices with poor Webex call quality mins chart

Key Performance Indicators (KPIs)

KPIs are available at the top of the page to show you how workspaces are being utilized in your organization. You can use these KPIs as measurable data to see if any workspaces aren't being used often and what the popular timeslots are. The KPIs available are:

  • Total workspaces—The number of workspaces that have been set up over the selected date range.
  • Occupied workspaces—The number of unique workspaces that were used by people over the selected date range. Unique workspaces are only counted once. For example, if the same workspace was occupied three different times in a week, it’s still counted as one. You can use this KPI to determine if more or less workspaces are needed for your organization.
  • Booked & occupied workspaces—The number of unique workspaces that have been scheduled for use on the calendar and were occupied during that scheduled time over the selected date range. You can use this KPI to determine if users are actually utilizing the workspaces available.
  • Peak occupancy hour—The most common hour that workspaces were occupied over the selected date range. This data is aggregated based on the number of days selected. For example, if you select 30 days, then the data is divided into one hour time slots for every working hour. The one-hour time slot with the most occupied workspaces during that date range will show as the peak occupancy hour.
  • Ghosted meeting—The percentage of workspaces that were scheduled for use on the calendar, but weren’t occupied over the selected date range. You can use this KPI to get a sense of how often users are reserving workspaces and not occupying them.
Screenshot for Workspaces analytics KPIs

Workspaces by setup

This chart shows a breakdown of how workspaces are currently set up in your organization. This chart helps you see if there are any workspaces that haven't been fully setup yet.

Workspaces by type

This chart shows a breakdown of the types currently assigned to them. This chart can help you determine which type of workspaces are needed in your organization and how many workspaces haven't been assigned yet.

Workspace usage by frequency

This chart shows a breakdown of workspaces by the number of hours they were occupied for.

Occupied workspaces by type trend

This chart shows a trend of occupied workspaces by their assigned types. Data is captured every 10 minutes, and the number of workspaces that were occupied during those times are then aggregated in an hourly pivot.

Occupied workspaces by type trend chart

Booked workspaces meeting occupancy trend

This chart shows a trend of how many booked meetings were occupied and how many booked meetings were ghost meetings.

Booked workspaces meeting occupancy trend chart

Workspace types by occupancy hr

This chart shows a breakdown of workspace types by how often they're occupied.

Top 20 occupied workspaces by occupancy hr

This chart shows the top 20 workspaces with the most hours occupied both with a booking and without. Seeing a list of top occupied workspaces can help identify areas where more workspaces may be beneficial.

Top 20 occupied workspaces by occupancy hr chart

Least occupied workspaces details

This table shows a list of workspaces that haven't been used as often as others. The details included are:

  • Workspace name—The name entered for the workspace.
  • Location name—The location entered for the workspace.
  • City, country—The city and country entered for the workspace.
  • Type—The type assigned to the workspace.
  • Capacity—The maximum number of people the workspace is for.
  • Occupancy hours—The number of hours the workspace was occupied for over the selected date range.

Video Mesh Analytics provide information about how you use your on-premises Webex Video Mesh nodes and clusters in your Cisco Webex organization. With the historical data in the metrics view, you can more effectively manage your Webex Video Mesh resources by monitoring the capacity, utilization, and availability of your on-premises resources. If your clusters are always full, you can use this information to help make decisions about adding more Webex Video Mesh nodes to a cluster or creating new clusters.

Video Mesh Analytics can be found in Control Hub under Analytics > Video Mesh.

To help with analyzing the data in your organization, you can select one of the metrics on the chart to filter the data that you want to see.


 

Video Mesh Analytics show data in the time zone that's set for the local browser.

For more information on how to interact with the data, see the Deployment Guide for Cisco Webex Video Mesh.

In this page, you can monitor data for call legs that used Video Mesh within the last 4 or 24 hours.

KPIs

KPIs are available at the top of the page to show the stats for call legs that used Video Mesh in your organization. You can use these KPIs as measurable data to see if your organization has enough nodes to handle the amount of call legs during a typical day. The KPIs available are:

  • Total call legs—The total number of call legs that connected to on-premises and cloud clusters.
  • On-premises call legs—The number of call legs that connected to on-premises clusters.
  • Overflow to cloud call legs—The total number of call legs that tried to connect to an on-premises cluster, but none were available. If this number is high, you can determine if there was a problem with any clusters during that date range, or if your organization needs more on-premises clusters to handle hosting more call legs.
  • Cloud call legs—The total number of call legs that connected to a cloud cluster. If this number is high, your organization may need to consider setting up more on-premises clusters.
  • Average cluster availability—The average percentage of on-premises clusters that were available for call legs to connect to. If this number is low, you can use the charts below to see which location had on-premises clusters that were always at max capacity.
KPIs in Video Mesh Live Monitoring analytics

Доступність кластерів за вузлом

This chart shows the percentage of node availability for each on-premises cluster that can host calls. This data helps you gain an overall perspective of offending clusters or node at the organization level. Click on any of these clusters to filter all the associated graphs to show details that are related to the selected cluster.

Cluster availability by node chart in Video Mesh Live Monitoring analytics

Nodes availability details

This chart shows the nodes that are available for the on-premises cluster that you selected. This data helps you see which nodes are having problems in your organization so you can troubleshoot the issue.

Node availability details table in Video Mesh Live Monitoring analytics

Тренд середнього рівня використання ресурсів за кластером

This chart provides a trend for the average resource utilization of media services used in on-premises clusters compared to other clusters. This information helps you decide if a specific location needs more or less on-premises clusters.

Average resource utilization by cluster trend chart in Video Mesh Live Monitoring analytics

Тренд максимального розподілу викликів за кластером

This chart shows a summary and trend for how call legs are distributed across the different on-premises clusters in your organization. This information lets you compare the data about call legs that connect to various clusters in your organization overtime.

Maximum call distribution by cluster trend chart in Video Mesh Live Monitoring analytics

Гілка виклику переспрямовується за трендом кластеризації.

This chart provides details about the redirected call legs and a trend of the number of call legs that didn't connect to a specific on-premises cluster—typically because of high CPU usage or network capacity being full. These call legs redirected to another on-premises cluster that was able to connect to the meeting. This information helps you gain an overall perspective of the utilization of the clusters in your organization so that you can plan for better capacity.

Call leg redirects by cluster trend chart in Video Mesh Live Monitoring analytics

Тренд переповнення гілок виклику на хмару за причиною

This chart shows a trend of call legs that overflowed to cloud clusters. This can happen for a number of reasons—for example, a node exceeds its capacity, is being upgraded, has network connectivity issue, or the Webex site isn't properly enabled for Video Mesh. This information helps you pinpoint potential reasons for when call legs overflow to a cloud cluster.

Call leg overflows to cloud by cause trend chart in Video Mesh Live Monitoring analytics

Тренд загального використання каскадної пропускної здатності за кластером

Shows a recent view of the total bandwidth used across all Webex Video Mesh clusters when cascades are established between on-premises and the cloud. Regardless of the time period that you select on the Analytics page, this data updates every 10 minutes.

The bandwidth value appears in Mbps. The graph shows a breakdown of either or both the transmitted (Tx) and received (Rx) bandwidth.

Total cascaded bandwidth usage by cluster trend chart in Video Mesh Live Monitoring analytics

When you choose a cluster on the graph, you see a breakdown of the cascade bandwidth usage (received and transmitted bandwidth) and the streams bandwidth usage (audio, video, and content share).

Key Performance Indicators (KPIs)

There are four KPIs that show at the top of the Video Mesh Engagement tab. The range of data they measure changes as you select a new date range.

The four KPIs are:

  • Total Call Legs—The total number of call legs that connected to on-premises and cloud clusters.

  • On-Premises Call Legs—The number of call legs that connected to on-premises clusters.

  • Cloud Call Legs—The total number of call legs that connected to a cloud cluster. If this number is high, your organization may need to consider setting up more on-premises clusters.

  • Overflowed to Cloud Call Legs—The total number of call legs that tried to connect to an on-premises cluster, but none were available. If this number is high, you can determine if there was a problem with any clusters during that date range, or if your organization needs more on-premises clusters to handle hosting more call legs.

Video Mesh Analytics Engagement KPIs

Call Legs by Cluster Type and Cluster Type Trend

These charts provide a summary and historical trend of call leg activity based on the clusters that call legs connected to. The chart gives an overall perspective of the number of call legs that connected to cloud clusters compared to the number of call legs that connected to on-premises clusters in an organization.

Video Mesh Analytics Call Legs by Cluster Type Charts

Call Legs by Endpoint Type and Endpoint Type Trend

These charts provide a summary and historical trend of endpoint types used to join meetings in your organization. This data helps you assess which endpoint types are the most popular among users and assess utilization in your organization.

Common endpoint types include:

  • Webex для мобільних пристроїв

  • Webex для настільних комп’ютерів

  • Кінцевий відеопристрій

  • SIP-термінал

  • Вхід ТМЗК

Video Mesh Analytics Call Legs by Endpoint Type Charts

Meeting Connections by Call Legs and Call Legs Trend

These charts provide a summary and historical trend of call leg connections within a meeting. Depending on which clusters call legs connected to, meetings are classified as either:

  • On-Premises—All call legs in the meeting connected to an on-premises cluster.

  • Cloud—All call legs in the meeting connected to a cloud cluster.

  • Cloud and On-Premises—A mix of call legs in the meeting that connected to either an on-premises or cloud cluster.

Video Mesh Analytics Meeting Connections by Call Legs Charts

KPIs

There are three KPIs that show at the top of the Video Mesh Resources tab. The range of data they measure changes as you select a new date range.

The three KPIs are:

  • Avg Cluster Availability—The average percentage of on-premises clusters that were available for call legs to connect to. If this number is low, you can use the charts below to see which location had on-premises clusters that were always at max capacity.

  • Overflowed to Cloud Call Legs—The number of call legs that tried to connect to an on-premises cluster, but none were available, so the call legs connected to a cloud cluster. If this number is high, you can determine if there was a problem with any clusters during that date range, or if your organization needs more on-premises clusters to handle hosting more call legs.

  • Redirected Call Legs—The number of call legs that failed to connect to a specific on-premises cluster and had to be redirected to a different cluster. If this number is high, you can use the charts below to see which on-premises cluster is having trouble, or if certain on-premises clusters are always exceeding capacity.

Video Mesh Analytics Resources KPIs

Cluster Availability by Percentage and Node

These charts show the percentage of node availability for each on-premises cluster that can host calls. This data helps you gain an overall perspective of offending clusters or node at the organization level. Click on any of these clusters to filter all the associated graphs to show details that are related to the selected cluster.

Video Mesh Analytics Cluster Availability by Percentage and Node Charts

Доступність вузла

This chart shows the nodes that are available for the on-premises cluster that you selected. This data helps you see which nodes are having problems in your organization so you can troubleshoot the issue.

Video Mesh Analytics Node Availability Chart

Call Leg Overflows to Cloud by Cause and Cause Trend

These charts show a summary and trend of call legs that overflowed to cloud clusters. This can happen for a number of reasons—for example, a node exceeds its capacity, is being upgraded, has network connectivity issue, or the Webex site isn't properly enabled for Video Mesh. This information helps you pinpoint potential reasons for when call legs overflow to a cloud cluster.

Video Mesh Analytics Call Leg Overflows to Cloud by Cause Charts
Video Mesh Analytics Call Leg Overflows to Cloud Details

Call Leg Redirects by Cause and Cause Trend

These charts provide details about the redirected call legs and a trend of the number of call legs that didn't connect to a specific on-premises cluster—typically because of high CPU usage or network capacity being full. These call legs redirected to another on-premises cluster that was able to connect to the meeting. This information helps you gain an overall perspective of the utilization of the clusters in your organization so that you can plan for better capacity.

Video Mesh Analytics Call Leg Redirects by Cause Charts
Video Mesh Analytics Call Leg Redirects Table

Maximum Call Distribution by Cluster and Cluster Trend

These charts show a summary and trend for how call legs are distributed across the different on-premises clusters in your organization. This information lets you compare the data about call legs that connect to various clusters in your organization overtime.

Video Mesh Analytics Maximum Call Distribution by Cluster Charts

Average Resource Utilization by Cluster and Cluster Trend

These charts provide a summary and trend for the average resource utilization of media services used in on-premises clusters compared to other clusters. This information helps you decide if a specific location needs more or less on-premises clusters.

Video Mesh Analytics Average Resource Utilization by Cluster Charts

KPIs

There are five KPIs that show at the top of the Video Mesh Bandwidth Usage tab. The range of data they measure changes as you select a new date range.

The five KPIs are:

  • Total Data Usage—The total number of audio and video data that were transmitted and received from on-premises clusters.

  • Transmitted Data Usage—The number of audio and video data that were transmitted from on-premises clusters.

  • Received Data Usage—The number of audio and video data that were received from on-premises clusters.

  • Audio Data Usage—The amount of audio data that was transmitted and received from on-premises clusters.

  • Video Data Usage—The amount of video data that was transmitted and received from on-premises clusters.

Video Mesh Analytics Bandwidth Usage KPIs

Total Cascaded Data Usage by Cluster and Cascaded Bandwidth Usage by Cluster Trend

These charts show the summary and trend of total bandwidth used across all on-premises clusters when cascades are established between on-premises and cloud clusters. The value appears in Mbps. This information helps you see if your organization should add more on-premises clusters to a specific location if cascaded data usage is always high there.

Video Mesh Analytics Total Cascaded Data and Bandwidth Usage by Cluster Charts

Total Cascaded Data Usage by Data Transmission and Cascaded Bandwidth Usage by Data Transmission Trend

These charts show a summary and trend of total bandwidth usage across all on-premises clusters, broken down between transmitted and received data, when cascades are established between on-premises and cloud clusters.

Video Mesh Analytics Total Cascaded Data and Bandwidth Usage by Data Transmission Charts

Total Cascaded Data Usage by Stream and Cascaded Bandwidth Usage by Stream Trend

These charts show a summary and trend of total bandwidth usage across all on-premises clusters, broken down between audio, video, and share data, when cascades are established between on-premises and cloud clusters.

Video Mesh Analytics Total Cascaded Data and Bandwidth Usage by Stream Charts

Reports now have its own section under Monitoring in the left navigation of Control Hub, along with a separate article for it.

You can see Jabber Analytics data in Control Hub if your organization has:

  • On-premises Jabber with full Unified Communications.

  • On-premises Jabber with Instant Messaging-only.

  • On-premises Jabber with Phone-only.

  • Jabber with Webex Messenger.

You must complete the configurations below so Jabber data is sent to Control Hub. Once completed, you will start seeing Jabber metrics in Control Hub within two days. The date for Jabber data in Control Hub starts once these configurations are complete. Jabber data doesn’t backfill.


 

If your organization has set up more than one jabber-config.xml file, then you must complete the configurations below for all the jabber-config.xml files that you want Control Hub to report data from. See the Security and Monitoring chapter in the Feature Configuration for Cisco Jabber 12.8.

Key Performance Indicators (KPIs)

There are four KPIs that show at the top of the Jabber Analytics page. They don't change as you navigate through the different tabs, but the range of data they measure changes as you select a new date range.

The four KPIs are:

  • Active Users—Total number of unique active users per device over the selected time period. For example, if a user is active on their desktop computer and mobile device, then they'll be counted as two active users.

  • Total Messages Sent—Total number of messages sent from the Jabber client over the selected time period.

  • Total Calls—Total number of calls made and received over the selected time period.

  • Screen Sharing—Total number of times a screen was shared over the selected time period. This includes sharing through RDP and BFCP.

Total Active Users

You can use this report to see a trend of active unique users per device on Jabber. This graph provides a summary of how many unique users have signed in to Jabber over a time period.

Total Messages Sent

You can use this report to see the total number of messages sent, broken down by a daily, weekly, or monthly view.

Чати

The Chats report shows the ratio of different chat methods used.

Client Version

The Client Version report shows the ratio of different Jabber versions used.

Операційна система

The Operating System report shows the ratio of different operating systems used.

Remote Access

The Remote Access report shows the ratio of how many users signed into Jabber either inside or outside your organization's network.

Усього хвилин викликів

You can use this report to see a trend of how many audio and video minutes were used for calls. This graph provides a summary of how many minutes were used in total over a time period.

Number of Active Users that Made a Call

You can use this report to see the number of how many calls were made by active users per device, broken down by a daily, monthly, or weekly view.

Video Call Screen Resolution

The Video Call Screen Resolution report shows the ratio of video calls by screen resolution.

Виклики

The Calling report shows the ratio of audio calls and video calls.