Analytics for Your Cloud Collaboration Portfolio

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.

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 User Types

Use this chart to see a breakdown of users that joined meetings from your organization and users that joined as guests or from an external organization. This chart can help you keep track of how many external users have access to your meetings and if you want to change any security measures.

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.

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.

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.

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.

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%.

• Avg. 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.

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

• Avg. 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.

Call legs are categorized as good if both video and audio stream had jitter below 150ms, latency below 400ms, and packet loss below 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. You can filter the entire page by selecting a category on the chart.

Call Legs by Location

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.

Call Legs by Media Type

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.

Call Legs by Connection Type

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.

Call Legs by ISP

This chart shows you a breakdown of call legs by internet service providers (ISP) used. You can use this chart to help determine if media quality issues are coming from specific ISPs.

Call Legs by Local IP Address

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.

Call Legs by Endpoint Type

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.

Call Legs by Device Type

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.

You can filter the entire page by selecting a category on the 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. You can filter the entire page by selecting a category on the chart. You can use these charts to determine if the media quality of call legs is affected during a specific time of the day.

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.

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.

Known limitations

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

Detailed Call History Reporting

Webex Calling detailed call history reporting provides the necessary details about the calling records data for your organization from the cloud.

One can easily troubleshoot and analyze calls, allowing one to better understand Webex Calling experience and identify employee performance concerns.

The detailed call history tab provides the following features

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:

• Answered
• Call Classification (Internal / External)
• Call Type
• Direction
• Location
• User Name
• Email
• Endpoint Type
• Device Type

Time Zone

The time zone is set according to your profile at the top right corner; you can change your preferred time zone anytime from the drop-down menu.

For example, if you are looking for a call that took place in a different time zone, you can switch to that time zone by searching so that you don’t have to do the time conversion. Analytics data are populated only based on the time zone that's chosen.

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. A single call may have several legs. For example, an internal call between two users will have two call legs, but be counted as a single call for the purposes of this dashboard. The footer line shows the total number of calls made or received by the users during the busiest hour when applying the selected filters and date range.

  The busiest hour has the maximum number of calls in for these filters, within the selected date range.

• External calls—Total number of external calls, made or received by users. An external call is a call made to or received from outside of the organization. Internal calls are calls made between Webex Calling users within the organization. Internal calls in the footer are calls made between Webex Calling users within the organization.

• 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. Calls that are answered by voicemail are also considered answered.

• 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.

Total Outbound Calls by Type

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:

• Internal

• Mobile/Cell

• National

• International

• Emergency

• Operator Services

• Short Numbers

• Premium Rate

• SIP URI

• Inbound

• Unknown

• Zero Touch Meeting

• Integrated Audio (On Net Webex Meeting)

Total Calls by Location

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.

Total Calls

This chart shows the number of calls, made or received, across the selected date range. It can show you how your organizations usage of Webex Calling is trending over time.

Distribution of Calls by hour

This chart shows the number of calls, made or received, summed up on an hourly basis across the selected date range. It can show you when during the day your Webex Calling users are busiest and using the service the most.

Detailed Call History

The Detailed Call History table shows all the calls, made or received, by the users within the selected filters and date range.

The table entries are oriented around individual call legs and each call in Webex Calling is comprised of two records

• An Originating record and
• A Terminating record

for example, If Alice calls Bob, and Alice and Bob are registered Webex Calling users, Webex Calling will show two call records in the Detailed call history table

• One Originating record from Alice’s point of view and
• One Terminating record from Bob’s point of view

If Alice is a PSTN user, then Webex Calling, logs only one record I.e., terminating entry for Bob

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

• Start Time—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—This is only populated for international calls. It shows the country code of the caller ID number.

• 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.

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 Device—Total number of active devices. Devices are counted as active when used to join calls, for local wired or wireless displays, whiteboarding, or in USB passthrough mode. The percentage change is this number compared against the number from the previous selected time period. For example, if 10 days are selected, the number is compared to the previous 10 days.

• Total Device 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. The average is calculated as (number of Active Devices KPI) divided by (number of Total Usage KPI).

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.

Device Call Usage by type

This chart breaks down the types of calls made from cloud-registered devices in your organization by duration.

Daily Average Device Usage by Type

This chart breaks down how often specific devices are used across all activities over the selected date range. You can use this chart to see which devices are the most popular among users in your organization or to help drive engagement with devices that are in the low usage range.

Device usage by meeting service and trend

This chart breaks down the meeting services that users in your organization are hosting and joining with Cisco devices. You can use this chart to help drive adoption with the meeting service that you want users to focus on.

Device details

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.

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.

Voice Command Intents

A breakdown of voice command intents from users in your organization. You can see which intents are the most used, and see why some intents aren't used as often as others.

Proactive Join Responses

A breakdown of how users responded to the prompts given by the Webex Assistant on devices with Proactive Join enabled. 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.

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.

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.

Chats

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.

Operating System

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.

Total Call Minutes

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.

Calling

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