Analytics for Your Webex Cloud-Connected UC

View Analytics

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

The charts show data in Greenwich Mean Time (GMT).
The charts related to endpoints may not show any data for Cisco Unified Communications Manager Session Management Edition (Unified CM-SME) clusters.
If the Cisco Unified Communications Manager version is upgraded from version X to version Y, then both of the versions are displayed in the Analytics charts. The latest data is shown under Unified CM Version against the latest upgraded version. However, the calls that are counted against the previous version continue to show for the selected duration.
When you change the Unified CM Cluster ID, the Analytics Cluster drop-down list shows the updated cluster name from next day onwards. The detailed view charts in both service experience and asset usage Unified CM Cluster chart shows the latest cluster name. The older cluster name continues to show and represent the previously processed call count.
Analytics now supports user filters.
- You can use the user filters such as the User ID, URI, and Phone Number to filter the various charts in Analytics. If the Data Collection Agreement hasn't been accepted yet through any other service, clicking on these filters would provide you an option to review and accept the agreement.
- This information is also available in downloaded data for the Service Experience and Asset Usage charts.
- Analytics now supports Calling Number and Called Number charts as well.
If you face any issues while viewing the Analytics charts, see the Analytics User Interface Issues section in Troubleshoot Webex Cloud-Connected UC.

Before you begin

You must enable Analytics service on the Service Management page for the desired cluster. For more information, see Enable Cloud-Connected UC Services in Control Hub.

1	From the customer view in Control Hub, go to Analytics > Connected UC. The Analytics page appears.
2	(Optional) To view the analytics for Mobile Remote Access data, enable the Mobile and Remote Access data only toggle.
3	(Optional) Choose a cluster from the cluster selection drop-down list in the top right. The default setting is All Clusters.
4	To filter the data in the charts based on the time period, choose a value from the time period selection drop-down list in the top right. The supported time ranges are: Yesterday Last 7 Days Last 30 Days Last 90 Days Last 12 Months You can view the charts for the period you've selected. The default time range is Last 30 Days. If you select Yesterday from the drop-down list, the UP and DOWN trends are based on the data that is compared with the two days before the previous day. Similarly, if you select Last 7 Days, then the % UP or DOWN trends are calculated based on the comparison between data for the previous 7 days with the data for the previous fortnight.

Service Experience

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

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

Data Source

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

View the Details About Call Volume Status

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

The Analytics page appears.

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

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

If you face any issues while viewing the charts, see the Analytics User Interface Issues section in Troubleshoot Webex Cloud-Connected UC.

Key Performance Indices for Call Volume Status

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

The following table describes the KPIs for Call Volume Status.

Field Title	Description
Total attempted calls	All calls, including the completed and failed.
Successful calls	All the successful calls made from that endpoint model.
Failed calls	All calls that failed.
Dropped Calls	Non zero duration failed calls.

Charts on the Details Page for Call Volume Status

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

Card Title	Description
Call Status Distribution	This card displays the trend of all the attempted, successful, failed, and dropped calls. It also provides the count and a percentage of calls in comparison with the total attempted calls.
Call Status Trend	This card depicts the deployment trend of all the attempted, successful, failed, and dropped calls that are made and received in a network. It also provides the count of the successful, failed, and dropped calls for a particular day. Attempted—All the calls are counted as attempted calls. Failed—If the origination and termination cause code of a CDR are not one of these values—'0', '1', '2', '3', '16', '17','31','126','127','393216','458752','262144', then it is classified as Failed. Dropped—Failed Calls with duration is greater than 0 is classified as Dropped. It is a subset of Failed Calls. Successful—All the successfully completed calls that is, Attempted Calls - Failed Calls. Failed Calls are inclusive of Dropped Calls. If you're using Unified CM version 12.5 or lower, refer to the Call Termination Cause Codes table in Call Detail Records Administration Guide for Cisco Unified Communications Manager. If you're using Unified CM 12.5 SU(1) or higher, refer to the Call Termination Cause Codes table in Call Reporting and Billing Administration Guide for Cisco Unified Communications Manager. To display only the trend of successful calls, on the legend, click failed to unselect and the chart is updated accordingly.
Endpoint Media Capability	This card depicts the distribution of the attempted, successful, failed, and dropped that are made or received using audio and video endpoints. By default, in the pie chart, the media capability and the corresponding call volume count are displayed.
Call Media Type	This card depicts the distribution of all the attempted, successful, failed, and dropped in a network based on the call media (audio or video) type. By default, in the pie chart, the call media type and the corresponding call volume count are displayed. You can select a call media type (audio or video) on the pie-chart, and the rest of the Call Volume Status cards are updated accordingly based on this filter.
Endpoint Series	This card depicts all the attempted, successful, failed, and dropped calls that are made and received in a network based on the endpoint series. It also provides the count of call volume for each endpoint series.
Unified CM Cluster	This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received in a network based on Unified CM cluster. By default, in the pie chart, all the clusters and the corresponding call volume count is displayed. You can select a cluster on the pie-chart, and the rest of the Call Volume Status cards are updated accordingly based on this filter. You can select or unselect a cluster on the legend by clicking on it, and the chart is updated accordingly.
Distribution by Time	This card depicts all the attempted, successful, failed, and dropped calls that are made and received in a network at different time intervals in a day. It is based on the originating timestamp of the CDR. The calls are distributed into six time slots of 4-hour intervals. It also provides the count of the calls and the percentage of failed calls in comparison with the attempted calls for a particular time interval in a day. This chart is currently not filterable.
Headsets by Model	This card depicts all the attempted, successful, failed, and dropped calls that are made and received in a network based on the Headset Model type. Calls by headset are determined by the CMR received from the endpoint where the headset was connected and part of the call. Calls by headset is determined by the CMR received from the endpoint where the headset was connected and part of the call. If multiple CMRs received from the same endpoint but with different headset models for the same CDR then one of them will be considered for call count.
Device Pool	This card depicts all the attempted, successful, failed, and dropped calls that are made and received in a network based on the device pool name.
Unified CM Version	This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received in a network based on the Unified CM version. By default, in the pie chart, all the Unified CM versions and the corresponding call volume count is displayed. You can select a Unified CM version on the pie-chart, and the rest of the Call Volume Status cards are updated accordingly based on this filter. You can select or unselect a Unified CM version on the legend by clicking on it, and the chart is updated accordingly.
Call Security Status	This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received by all endpoints based on call security status. If a call is authenticated or encrypted, then it is classified as Secure. Else it is classified as Non-Secure. By default, the pie chart for the Call Security Status and the corresponding count of calls are displayed. You can select the security profile type on the pie-chart, and the rest of the Call Volume Status cards are updated accordingly based on this filter. You can select or unselect a security profile type on the legend by clicking on it, and the chart is updated accordingly.
CAC Location	This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received in a network based on the associated Call Admission Control (CAC) location. By default, in the pie chart, all the CAC locations and the corresponding call volume count is displayed.
Physical Location	This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received in a network based on the associated physical location. By default, in the pie chart, all the Physical Locations and the corresponding call volume count is displayed. If a Unified CM Deployment doesn't have physical location configured for endpoints, then it does not display any data.
Call Failure Analysis	This card depicts the distribution of the calls according to the Call Termination Cause Codes for failed or dropped calls. By default, in the pie chart, the Call Termination Cause Codes and the corresponding call volume count are displayed. If you're using UCM version 12.5 or lower, refer to the Call Termination Cause Codes table in Call Detail Records Administration Guide for Cisco Unified Communications Manager. If your're using UCM 12.5 SU(1) or higher, refer to the Call Termination Cause Codes table in Call Reporting and Billing Administration Guide for Cisco Unified Communications Manager.
Codec	This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received in a network based on the call codec type. By default, the pie charts for both video and audio codecs and the corresponding call volume count is displayed. You can select a codec on the pie-chart, and the rest of the Call Volume Status cards are updated accordingly based on this filter.
Call Classification	This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received in a network based on call classification type. If an origin or destination endpoint in a call is a trunk or gateway, it is classified either as On-net or Off-net (depending on the Call Classification settings of the respective trunk or gateway configuration in Unified CM) else it is classified as Internal. By default, the pie chart for the call classification type (On-net, Off-net, and Internal) and the corresponding call volume count is displayed. You can select a Call Classification type on the pie-chart, and the rest of the Call Volume Status cards are updated accordingly based on this filter. You can select or unselect a Call Classification type on the legend by clicking on it, and the chart is updated accordingly.
Calling Number	This card displays the top five calling numbers in an organization.
Called Number	This card displays the top five called numbers in an organization.

If the endpoint model Cisco IP Phone 7900 Series makes a call to Cisco IP Phone 8800 Series, then it will be counted against both the models. If both endpoint models are same, it will be counted once.
If phone A in San Jose CAC location makes a call to Phone B in New York CAC Location, then call is counted against both the CAC Locations.
If both the origin and destination endpoints belong to the same CAC location then it will be counted as one call. The same calculation formula applies to Device Pool, Physical Location and Codec charts.
If both the origin and destination endpoints use headset of different models and the respective CMR includes the headset information, then the call will be counted against both the headset model. If both the headset models are same then it will be counted as one.

Filters on the Details Page for Call Volume Status

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

Mobile and Remote Access
User ID
URI
Phone Number
Call Status Distribution
Endpoint Media Capability
Call Media Type
Endpoint Series
Unified CM Cluster
Headsets by Model
Device Pool
Unified CM Version
Call Security Status
CAC Location
Physical Location
Call Failure Analysis
Codec
Call Classification

View the Details About Call Audio Quality

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

The Analytics page appears.

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

On the page that appears, you can select various filters to visualize charts based on your selection. For more information, see Charts on the Details Page for Call Audio Quality.

If you face any issues while viewing the charts, see the Analytics User Interface Issues section in Troubleshoot Webex Cloud-Connected UC.

Key Performance Indices for Call Audio Quality

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

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

Field Title	Description
Total calls	The total number of good, acceptable, and poor calls that are made and received on a network.
Good calls	The number of calls for which the SCSR value falls below the long call or short call SCSR threshold.
Poor calls	The number of calls for which the SCSR value exceeds the long call and short call SCSR threshold.
Acceptable calls	The number of calls for which the SCSR value exceeds the long call threshold but falls below the short call SCSR threshold.

Charts on the Details Page for Call Audio Quality

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

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

Card Title	Description
Call Audio Quality (CAQ) Distribution	This card depicts the distribution of all the graded calls that are made and received on a network. By default, the pie chart for the CAQ grades (good and poor) and the corresponding count of calls are displayed. You can select a CAQ grade on the pie-chart, and the rest of the Call Audio Quality cards are updated accordingly based on this filter. Only those calls that have CMR with SCS metrics are graded. To display only the distribution of good calls, on the legend, click Poor to unselect and the chart is updated accordingly.
CAQ Trend	This card depicts the trend of all the graded calls in a network. By default, the daily trends and the corresponding count of the graded calls are displayed. You can select or unselect the call grade type on the legend by clicking on it, and the chart is updated accordingly.
Endpoint Media Capability	This card depicts the distribution of the number of graded calls where audio and video endpoints are involved. By default, in the pie chart, the media capability (audio and video), and the corresponding count of endpoints that are involved with graded calls are displayed.
Call Media Type	This card depicts distribution of all the graded calls in a network based on the call media (audio/video) type. By default, in the pie chart, the call media types (audio and video), and the corresponding count of graded calls are displayed. You can select a call media type (audio or video) on the pie-chart, and the rest of the Call Audio Quality cards are updated accordingly based on this filter. You can select or unselect audio or video on the legend by clicking on it, and the chart is updated accordingly.
Endpoint Series	This card depicts the trend of graded calls that are made and received in a network based on the endpoint series. By default, the daily trends of the endpoint series and the corresponding count of the graded calls are displayed.
Unified CM Cluster	This card depicts distribution of all the graded calls that are made and received in a network based on the Unified CM cluster. By default, in the pie chart, all the Unified CM clusters and the corresponding count of graded calls are displayed. You can select a cluster on the pie-chart, and the rest of the Call Audio Quality cards are updated accordingly based on this filter. You can select or unselect a cluster on the legend by clicking on it, and the chart is updated accordingly.
Distribution by Time	This card depicts the trend of graded calls that are made and received in a network at different time intervals in a day. It is based on the originating timestamp of the CDR. The calls are distributed into six time slots of 4-hour intervals. The card also provides you the count of the calls that are made and received in a network at a particular time internal in a day. This chart is currently not filterable.
Device Pool	This card depicts a trend of graded calls that are made and received in a network based on the device pool name.
Unified CM Version	This card depicts distribution of graded calls that are made and received in a network based on the Unified CM version. By default, in the pie chart the Unified CM versions and the corresponding count of graded calls are displayed. You can select a Unified CM Version on the pie-chart, and the rest of the Call Audio Quality cards are updated accordingly based on this filter.. You can select or unselect a Unified CM Version on the legend by clicking on it, and the chart is updated accordingly.
Call Security Status	This card depicts distribution of graded calls that are made and received by all the endpoints in a network based on call security status. If a call is authenticated or encrypted, then it is classified as Secure. Else it is classified as Non-Secure. By default, the pie chart for Call Security Status and the corresponding count of graded calls are displayed. You can select a security profile type on the pie-chart, and the rest of the Call Audio Quality cards are updated accordingly based on this filter. You can select or unselect a security profile type on the legend by clicking on it, and the chart is updated accordingly.
CAC Location	This card depicts distribution of graded calls, made and received in a network based on the associated Call Admission Control (CAC) location. By default, in the pie chart the CAC Location and the corresponding count of the associated graded calls are displayed.
Physical Location	This card depicts distribution of graded calls, made and received in a network based on the associated physical location. By default, in the pie chart, the physical location, and the corresponding count of graded calls are displayed. If a Unified CM Deployment doesn't have physical location configured for endpoints, then it does not display any data.
Codec	This card depicts distribution of graded calls, made and received in a network based on the call codec type. By default, in the pie chart both audio and video codec types and the corresponding count of graded calls are displayed.
Call Classification	This card depicts graded calls, made and received in a network based on call classification type. If an origin or destination endpoint in a call is a trunk or gateway, it is classified either as On-net or Off-net (depending on the Call Classification settings of the respective trunk or gateway configuration in Unified CM) else it is classified as Internal. By default, in the pie chart, the call classification type (On-net, Off-net, and Internal), and the corresponding count of graded calls are displayed. You can select a call classification type (On-net, Off-net, and Internal) on the pie-chart, and the rest of the Call Audio Quality cards are updated accordingly based on this filter. You can select a call classification type (On-net, Off-net, and Internal) on the legend by clicking on it, and the chart is updated accordingly.
Calling Number	This card displays the top five calling numbers in an organization.
Called Number	This card displays the top five called numbers in an organization.

If the endpoint model Cisco IP Phone 7900 Series is used to call a Cisco IP Phone 8800 Series and the call is graded as good, then it counted against both the models. If both endpoint models are same, it is counted once.
If phone A in San Jose CAC location is used to call to phone B in New York CAC location, then the graded call is counted against both the CAC locations. If both the origin and destination endpoints belong to the same CAC location, then it counted as one call. The same calculation formula applies to Device Pool, Physical Location, and Codec.

Filters on the Details Page for Call Audio Quality

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

Mobile and Remote Access
User ID
URI
Phone Number
Call Audio Quality (CAQ) Distribution
Endpoint Media Capability
Call Media Type
Endpoint Series
Unified CM Cluster
Device Pool
Unified CM Version
Call Security Status
CAC Location
Physical Location
Codec
Call Classification

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

The following terms are used to grade calls:

Concealment—Voice, and all other data, travels in packets over IP networks with fixed maximum capacity. This system may be more prone to data loss in the presence of congestion. Concealment is the endpoint created audio that is used to mask the effect of packet loss in a voice packet stream.
Severely Concealed Seconds (SCS)—The number of seconds during which a significant amount of concealment (greater than 50 milliseconds) is observed. If the concealment that is observed is greater than 50 milliseconds or approximately 5 percent, then the audio quality may be degraded.
Severely Concealed Seconds Ratio (SCSR)—The ratio of SCS to total call duration.

SCSR(%)=(SCS/duration)*100
Long call—A call that lasts 20 seconds or longer.
Short call—A call that lasts less than 20 seconds.

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

Table 1. Call Grading Explanation
Grade	SCSR Threshold Values
Grade	Long Call SCSR Ranges	Short Call SCSR Ranges
Good	Less than 3%	Less than 20%
Acceptable	3%-7%	20%-30%
Poor	Greater than 7%	Greater than 30%

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

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

What to do next

For information about CCUC Analytics, see Analytics for Your Cisco Webex Cloud-Connected UC.

Asset Usage

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

Data Source

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

Calls that aren't made using an endpoint are neither shown nor included in the asset usage charts. For example, trunk to trunk or conference bridge, and so on. Hence, Asset Usage charts do not show any data for SME type of Unified CM clusters.

View the Details About Call Count Trend

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

The Analytics page appears.

Click the Call Count Trend card to view the charts related to the endpoints from the selected Unified CM cluster.

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

If you face any issues while viewing the charts, see the Analytics User Interface Issues section in Troubleshoot Webex Cloud-Connected UC.

Key Performance Indices for Call Count Trend

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

Field Title	Description
Endpoints call count	Number of times during which has at least one endpoint is involved in a call.
Headsets call count	Number of times during which has at least one headset is involved in a call.
Total Number of Endpoints in Calls	Number of times endpoints participate in calls. One endpoint could participate in multiple calls.
Total Number of Headsets in Calls	Number of times headsets participate in calls.

Charts on the Details Page for Call Count Trend

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

Card Title	Description
Calls Distribution by Asset	This card depicts the distribution of all the calls that are made and received using assets (endpoints and the headsets that are connected to the endpoints) in a network. This chart is currently not filterable.
Call Count Trend	This card depicts a trend of all the calls that are made and received using assets (endpoints and the headsets that are connected to the endpoints) in a network. This chart is currently not filterable.
Endpoint Media Capability	This card displays the total number of calls made and received by the assets in a network based on the endpoint media capability (audio or video) type.
Call Media Type	This card displays the total number of calls made and received by the assets in a network based on the call media (audio or video) type. You can select a call media type on the pie-chart, and the rest of the Call Count cards are updated accordingly based on this filter. You can select or unselect a call media type on the legend by clicking on it, and the chart is updated accordingly.
Endpoint Series	This card depicts the trend of all the calls that are made and received by the assets in a network based on the endpoint series.
Unified CM Cluster	This card depicts the distribution of all the calls that are made and received by the assets in a network based on the Unified CM Cluster. By default, the pie chart for the Unified CM cluster and the corresponding call count is displayed. You can select a Unified CM cluster on the pie-chart, and the rest of the Call Count cards are updated accordingly based on this filter. You can select or unselect a Unified CM cluster on the legend by clicking on it, and the chart is updated accordingly.
Distribution by Time	This card depicts the trend of all the calls that are made and received by the assets in a network at different time intervals in a day. It’s based on the originating timestamp of the CDR. The calls are distributed into six time slots of 4-hour intervals. It also provides the count of the calls for a particular time interval in a day. This chart is currently not filterable.
Headsets by Model	This card depicts the trend of all the calls that are made and received by the assets in a network based on the Headset Model type. Calls by headset are determined by the CMR received from the endpoint where the headset was connected and part of the call. It also provides the daily count of the calls based on the HS Model type. Calls by headset are determined by the CMR received from the endpoint where the headset was connected and part of the call. If multiple CMRs are received from the same endpoint but with different headset models for the same CDR, then one of them is considered for the call count.
Device Pool	This card depicts the trend of all the calls that are made and received by the assets in a network based on the device pool.
Unified CM Version	This card depicts the of all the calls that are made and received by the assets in a network based on the Unfied CM version. By default, the pie chart for the Unified CM Version and the corresponding call count is displayed. You can select a Unified CM Version on the pie-chart, and the rest of the Call Count cards are updated accordingly based on this filter. You can select or unselect Unified CM Version type on the legend by clicking on it, and the chart is updated accordingly.
Call Security Status	This card depicts the distribution of all the calls that are made and received by all the endpoints in a network categorized based on the security profile. By default, the pie chart for the security profile (secure and non-secure) and the corresponding call count is displayed. You can select a security profile on the pie-chart, and the rest of the Call Count cards are updated accordingly based on this filter. You can select or unselect a security profile type on the legend by clicking on it, and the chart is updated accordingly.
Video Resolution	This card depicts the distribution of all the video calls made by all the assets categorized based on the video resolution type. By default, the pie chart for the Video resolution type and the corresponding call count is displayed. You can select a video resolution type on the pie-chart, and the rest of the Call Count cards are updated accordingly based on this filter. You can select or unselect a video resolution type on the legend by clicking on it, and the chart is updated accordingly.
Video Content Type	This card depicts the distribution of all the video calls made by all the assets categorized based on the video content type. By default, the pie chart for the video content type and the corresponding call count is displayed. You can select a video content type on the pie-chart, and the rest of the Call Count cards are updated accordingly based on this filter. You can select or unselect a video content type on the legend by clicking on it, and the chart is updated accordingly.
Codec	This card depicts the distribution of all the calls made and received by all the assets categorized based the call codec type. By default, the pie chart for the call codec type and the corresponding call count is displayed. You can select a Call Codec type on the pie-chart, and the rest of the Call Count cards are updated accordingly based on this filter. You can select or unselect a codec type on the legend by clicking on it, and the chart is updated accordingly.
CAC Location	This card depicts the distribution of all the calls that are made and received by all the assets categorized based on the Call Admission Control (CAC) location. By default, the pie chart for the Call Admission Control (CAC) location and the corresponding call count is displayed. You can select a Call Admission Control (CAC) location on the pie-chart, and the rest of the Call Count cards are updated accordingly based on this filter. You can select or unselect a CAC location on the legend by clicking on it, and the chart is updated accordingly.
Physical Location	This card depicts the distribution of all the calls that are made and received by all the assets categorized based on the associated physical location. By default, the pie chart for all the physical location and the corresponding call count is displayed. You can select a Physical Location on the pie-chart, and the rest of the Call Count cards are updated accordingly based on this filter. If the Unified CM deployment doesn't have any physical location that is configured for the endpoints, then the chart does not display any data. If a Unified CM Deployment doesn't have physical locations configured for the endpoints, then this chart does not display any data.
Call Classification	This card depicts the distribution of all the calls that are made and received using assets (endpoints and the headsets that are connected to the endpoints) categorized based on the call classification type (On-net and Off-net). If an origin or destination endpoint in a call is a trunk or gateway, it’s classified either as On-net or Off-net (depending on the Call Classification settings of the respective trunk or gateway configuration in Unified CM) else it’s classified as Internal. By default, the pie chart for the call classification type (On-net, Off-net, and Internal) and the corresponding call count is displayed. You can select a Call Classification type on the pie-chart, and the rest of the Call Count cards are updated accordingly based on this filter. You can also select or unselect a Call Classification type on the legend by clicking on it, and the chart is updated accordingly.
Calling Number	This card displays the top five calling numbers in an organization.
Called Number	This card displays the top five called numbers in an organization.

If endpoint model Cisco IP Phone 7900 Series makes a call to Cisco IP Phone 8800 Series, then the call is counted against both the endpoint models. If both endpoint models are same, then also, the call is counted twice as it’s about the usage of the asset.
If phone A in San Jose CAC location makes a call to Phone B in New York CAC Location, then the call is counted against both the CAC Locations. If both the origin and destination endpoints belong to the same CAC location, then it’s counted as one call.
The same calculation formula applies to Device Pool, Physical Location and Codec charts. If both origin and destination endpoints use headset of different models and the respective CMR includes the headset information, then the call is counted against both the headset model.
If both the headset models are same, then also the call is counted against both of the headset models as it’s primarily the usage of the asset.

View the Details About Call Duration

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

The Analytics page appears.

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

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

If you face any issues while viewing the charts, see the Analytics User Interface Issues section in Troubleshoot Webex Cloud-Connected UC.

Key Performance Indices for Call Duration Trend

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

Field Title	Description
Total call minutes	Total duration of all the calls (minutes) that are made using the assets.
Audio call minutes	Total duration of all the audio calls (minutes) that are made using the assets.
Video call minutes	Total duration of all the video calls (minutes) that are made using the assets.

Charts on the Details Page for Call Duration Trend

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

Card Title	Description
Distribution by Asset	This card depicts a trend of the duration in call minutes for calls that are made and received using assets (endpoints and the headsets that are connected to the endpoints) in a network.
Call Duration Trend	This card depicts a trend of all the total duration (minutes) of all the calls that are made using assets (endpoints and the headsets that are connected to the endpoints) in a network. It also provides the total duration of the calls for a particular day. This chart is currently not filterable.
Endpoint Media Capability	This card depicts the distribution of the call minutes that are made or received using audio and video endpoints.. By default, the pie chart for the count of the audio and video endpoints and the corresponding call duration is displayed. You can select a media capability type on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter. You can select or unselect a media capability type on the legend by clicking on it, and the chart is updated accordingly.
Call Media Type	This card depicts the distribution of the total duration of all the calls (minutes) made by the assets categorized based on the call media (audio/video) type. By default, the pie chart for the call media type (audio/video) and the corresponding call duration is displayed. You can select a call media type on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter. You can select or unselect a call media type on the legend by clicking on it, and the chart is updated accordingly.
Endpoint Series	This card depicts the trend of the total duration of all the calls (minutes) made by the assets categorized based on the endpoint series. It also provides a count of the total duration of the calls for a particular endpoint series.
Unified CM Cluster	This card depicts the distribution of the total duration of all the calls (minutes) made by the assets categorized based on the Unified CM cluster. By default, the pie chart for the Unified CM cluster and the corresponding call duration is displayed. You can select a Unified CM cluster on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter. You can select or unselect a Unified CM cluster on the legend by clicking on it, and the chart is updated accordingly.
Distribution by Time	This card depicts the trend of the total duration (minutes) of all the calls that are made by the assets at different time intervals in a day. It is based on the originating timestamp of the CDR. The calls are distributed into six time slots of 4-hour intervals. It also provides the average count of the call duration for a particular time interval in a day. This chart is currently not filterable.
Call Classification	This card depicts the distribution of the total duration (minutes) of all the calls that are made by the assets categorized based on call classification type. If an origin or destination endpoint in a call is a trunk or gateway, it is classified either as On-net or Off-net (depending on the Call Classification settings of the respective trunk or gateway configuration in Unified CM) else it is classified as Internal. By default, the pie chart for the call classification type (On-net, Off-net, and Internal) and the corresponding call duration is displayed. You can select a Call Classification type on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter. You can also select or unselect a Call Classification type on the legend by clicking on it, and the chart is updated accordingly.
Headsets by Model	This card depicts the trend total duration (minutes) of all the calls that are made by the assets in a network categorized based on the headset model type. Calls by headset are determined by the CMR received from the endpoint where the headset was connected and part of the call. It also provides the daily count of the call duration based on the headset model type. Calls by headset is determined by the CMR received from the endpoint where the headset was connected and part of the call. If multiple CMRs received from the same endpoint but with different headset models for the same CDR then one of them will be considered for call count.
Device Pool	This card depicts of the total duration (minutes) of all the calls that are made by the assets in a network categorized based on the device pool name. It also provides a count of the total duration of the calls for a particular device pool.
Unified CM version	This card depicts the distribution of the total duration (minutes) of all the calls that are made by the assets categorized based on the Unified CM version. By default, the pie chart for the Unified CM Version and the corresponding call duration is displayed. You can select a Unified CM Version on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter. You can select or unselect a Unified CM Version type on the legend by clicking on it, and the chart is updated accordingly.
Call Security Status	This card depicts the distribution of the total duration (minutes) of all the calls that are made by the endpoints categorized based on the security profile. By default, the pie chart for the security profile (secure and non-secure) and the corresponding call duration is displayed. You can select a security profile on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter. You can select or unselect a security profile type on the legend by clicking on it, and the chart is updated accordingly.
Video Resolution	This card depicts the distribution of the total duration (minutes) of all the calls that are made by the assets categorized based on the video resolution type. By default, the pie chart for the Video resolution type and the corresponding call duration is displayed. You can select a video resolution type on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter. You can select or unselect a Video Resolution on the legend by clicking on it, and the chart is updated accordingly.
Video Content Type	This card depicts the distribution of the total duration (minutes) of all the calls that are made by the assets categorized based on the video content type. By default, the pie chart for the Video content type and the corresponding call duration is displayed. You can select a video content type on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter. You can select or unselect a Video Content type on the legend by clicking on it, and the chart is updated accordingly.
Codec	This card depicts the distribution of the total duration (minutes) of all the calls that are made by the assets categorized based on the call codec type. By default, the pie chart for the call codec type and the corresponding call duration is displayed. You can select a Call Codec type on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter. You can select or unselect a codec type on the legend by clicking on it, and the chart is updated accordingly.
CAC Location	This card depicts the distribution of the total duration (minutes) of all the calls that are made by the assets categorized based on the associated Call Admission Control (CAC) location. By default, the pie chart for the Call Admission Control (CAC) location and the corresponding call duration is displayed. You can select a Call Admission Control (CAC) location on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter.
Physical Location	This card depicts distribution of the total duration of all the calls (minutes) made by the assets in use categorized based on the endpoint Physical Location. By default, the pie chart of all the Physical Locations and the corresponding total call duration is displayed. You can select a Physical Location type on the pie-chart, and the rest of the Call Duration cards are updated accordingly based on this filter. If the Unified CM deployment doesn't have any physical location that is configured for the endpoints, then the chart does not display any data. If a Unified CM Deployment doesn't have physical locations configured for the endpoints, then this chart does not display any data.
Calling Number	This card displays the top five calling numbers in an organization, calculated based on the duration of the calls.
Called Number	This card displays the top five called numbers in an organization, calculated based on the duration of the calls.

If endpoint model Cisco IP Phone 7900 Serie makes a call to Cisco IP Phone 8800 Series then call duration will be counted against both the endpoint models. If both endpoint models are same then the call duration will be considered for both the endpoint models as it is primarily the usage of the assets.
If phone A in San Jose CAC location makes a call to Phone B in New York CAC Location then call duration is considered against both the CAC Locations. If both the origin and destination endpoints belong to the same CAC location, then the duration is considered once agains the CAC Location.
The same calculation formula applies to Device Pool, Physical Location and Codec charts. If both origin and destination endpoints use headset of different models and the respective CMR includes the headset information, then the call is counted against both the headset model.
If both the headset models are same, then also it will be counted against both of the headset models as it is primarily the usage of the asset.

Filters on the Details Page for Call Duration Trend

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

Mobile and Remote Access
User ID
URI
Phone Number
Endpoint Media Capability
Call Media Type
Endpoint Series
Unified CM Cluster
Call Classification
Headsets by Model
Device Pool
Unified CM Version
CAC Location
Physical Location

View the Details About Endpoint Adoption

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

The Analytics page appears.

Click the Endpoint Adoption card to view the charts related to the endpoints in the selected Unified CM cluster.

On the page that appears, you can select various filters to visualize charts based on your selection. For more information, see Charts on the Details Page for Endpoint Adoption.

For effective planning, we recommend that you select a longer duration (90 days or more) when you analyze the data shown by these charts.
If you face any issues while viewing the charts, see the Analytics User Interface Issues section in Troubleshoot Webex Cloud-Connected UC.

Key Performance Indices for Endpoint Adoption

For a given duration, the list of all endpoints and the corresponding calls made or received by each endpoint are taken as the input and run through a percentile analytical function. Based on the value returned by this function, the endpoints are classified as described by the Key Performance Indices (KPIs) for Endpoint Adoption in the following table.

Field Title	Description
Configured Endpoints	Number of endpoints that have been configured for the selected duration.
Unregistered Endpoints	Number of endpoints that haven’t been registered at least once for the selected duration.
Registered (0% calls)	Number of endpoints that have been registered for the selected duration, but weren’t used to make any calls.
Registered (25% calls)	Number of endpoints that have been registered for the selected duration, and were involved in less than or equal to 25 percentile of the calls.
Registered (50% calls)	Number of endpoints that have been registered for the selected duration, and were involved in 25–50 percentile of the calls.
Registered (75% calls)	Number of endpoints that have been registered for the selected duration, and were involved in 50–75 percentile of the calls.
Registered (100% calls)	Number of endpoints that have been registered for the selected duration, and were involved in 75–100 percentile of the calls.

Percentile Calculation for Endpoint Adoption

For all calls that involve endpoints, 0th, 25th, 50th, 75th and 100th percentile values are calculated. After this value is available, each endpoint is marked by any one of these percentile values. This depends on the number of calls during which the endpoint is involved for the selected duration. After all the endpoints are tagged to the corresponding percentile values, the number of endpoints belonging to each group of percentile value is summed up and shown as counts in the KPI.

The percentile calculation is described in the following table.

Table 2. Percentile Calculation
Calls Made by Endpoints	Capture Call Duration	Percentile Calculation for Endpoint Calls	Examples of Percentile Values
Endpoint A = 20 calls	Calls connected with Endpoints assigns a value.	> 0 to 25 percentile calls > 25 to 50 percentile calls > 25 to 50 percentile calls > 50 to 75 percentile calls > 75 to 100 percentile calls	Endpoint A = 75 percentile
Endpoint B = 2 calls			Endpoint B = 25 percentile
Endpoint C = 7 calls			Endpoint C = 50 percentile
Endpoint D = 1 call			Endpoint D = 0 percentile
Endpoint E = 34 calls			Endpoint E = 100 percentile

Charts on the Details Page for Endpoint Adoption

By default, all the charts display analytics data for configured endpoints for the selected duration. Choose the appropriate filters to view data for unregistered endpoints and for the registered endpoints (categorized on percentile call involvement).

Card Title	Description
Endpoint Adoption	This card displays a distribution of the configured endpoints, endpoints that aren’t registered, and the various amounts of call usage of registered endpoints for the selected duration in an organization.
Call Media Type	This card displays a distribution of the registered endpoints based on the call media type (audio and video). You can select or unselect a Call Media Type on the legend by clicking on it, and the chart is updated accordingly.
Unified CM Cluster	This card displays a distribution of the configured endpoints based on the Unified CM cluster. You can select or unselect a Unified CM cluster on the legend by clicking on it, and the chart is updated accordingly.
Call Classification	This card displays of the registered endpoints based on the call classification type (on-net, off-net, and internal). If an origin or destination endpoint in a call is a trunk or gateway, it’s classified either as On-net or Off-net (depending on the Call Classification settings of the respective trunk or gateway configuration in Unified CM) else it’s classified as Internal. You can select or unselect a Call Classification type on the legend by clicking on it, and the chart is updated accordingly.
Device Pool	This card displays a distribution of the configured endpoints based on the device pool name. You can select or unselect a Device Pool on the legend by clicking on it, and the chart is updated accordingly.
CAC Location	This card displays a distribution of the configured endpoints based on the associated Call Admission Control (CAC) location. You can select or unselect a CAC Location on the legend by clicking on it, and the chart is updated accordingly.
Physical Location	This card displays a distribution of the configured endpoints based on the associated Physical Location. If a Unified CM Deployment doesn't have physical locations configured for the endpoints, then this chart doesn’t display any data. You can select or unselect a Physical Location on the legend by clicking on it, and the chart is updated accordingly.
Endpoint Media Capability	This card displays a distribution of the configured endpoints based on the endpoint media capability (hard audio, hard video, and soft video) type. Based on the media capability, endpoints are categorized as follows: Hard audio endpoint—Hardware-based endpoint with audio capability. For example, Cisco IP Phone 7811. Hard video endpoint—Hardware-based endpoint with video capability. For example, Cisco DX70. Soft video endpoint—Software-based endpoint with video capability. For example, Webex Teams. You can select or unselect an Endpoint Media Capability on the legend by clicking on it, and the chart is updated accordingly.
Endpoint Series	This card depicts a trend of the configured endpoints, endpoints based on the endpoint series.

Filters on the Details Page for Endpoint Adoption

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

Mobile and Remote Access
Phone Number
URI
User ID
Endpoint Adoption
Call Media Type
Unified CM Cluster
Call Classification
Device Pool
CAC Location
Physical Location
Endpoint Media Capability
Endpoint Series

View the Details About Headset Adoption

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

The Analytics page appears.

Click the Headset Adoption card to view the charts related to the headsets configured for the endpoints in the selected Unified CM cluster.

On the page that appears, you can select various filters to visualize charts based on your selection. For more information, see Charts on the Details Page for Headset Adoption.

For effective planning, we recommend that you select a longer duration (90 days or more) when you analyze the data shown by these charts.
If you face any issues while viewing the charts, see the Analytics User Interface Issues section in Troubleshoot Webex Cloud-Connected UC.

Key Performance Indices for Headset Adoption

For a given duration, the list of all headsets and the corresponding calls involving connected headsets are taken as input and run through a percentile analytical function. Based on the value returned by this function, the headsets are classified as described by the Key Performance Indices (KPIs) for Headset Adoption in the following table.

Field Title	Description
Configured Headsets	Number of headsets that have been configured for the selected duration.
Disconnected Headsets	Number of headsets that haven’t been connected to endpoints involved in calls during the selected duration.
Connected (0% calls)	Number of headsets that have been connected to endpoints not involved in any calls during the selected duration.
Connected (25% calls)	Number of headsets that have been connected to endpoints involved in less than or equal to 25 percentile of the calls during the selected duration.
Connected (50% calls)	Number of headsets that have been connected to endpoints involved in 25–50 percentile of the calls during the selected duration.
Connected (75% calls)	Number of headsets that have been connected to endpoints involved in 50–75 percentile of the calls during the selected duration.
Connected (100% calls)	Number of headsets that have been connected to endpoints involved in 75–100 percentile of the calls during the selected duration.

Percentile Calculation for Headset Adoption

For all calls that involve headsets, 0th, 25th, 50th, 75th and 100th percentile values are calculated. After this value is available, each headset is marked by any one of these percentile values. This depends on the number of calls during which the headset is involved for the selected duration. After all the headsets are tagged to the corresponding percentile values, the number of headsets belonging to each group of percentile value is summed up and shown as counts in the KPI.

The percentile calculation described in the following table.

Table 3. Percentile Calculation

Calls with Headsets Connected

Capture Call Duration

Percentile Calculation for Calls with Headsets Connected

Examples of Percentile Values

Headset A = 20 calls

Calls connected with headsets assigns a value.

> 0 to 25 percentile calls

> 25 to 50 percentile calls

> 25 to 50 percentile calls

> 50 to 75 percentile calls

> 75 to 100 percentile calls

Headset A = 75 percentile

Headset B = 2 calls

Headset B = 25 percentile

Headset C = 7 calls

Headset C = 50 percentile

Headset D = 1 call

Headset D = 0 percentile

Headset E = 34 calls

Headset E = 100 percentile

Table 3. Percentile Calculation
Calls with Headsets Connected	Capture Call Duration	Percentile Calculation for Calls with Headsets Connected	Examples of Percentile Values
Headset A = 20 calls	Calls connected with headsets assigns a value.	> 0 to 25 percentile calls > 25 to 50 percentile calls > 25 to 50 percentile calls > 50 to 75 percentile calls > 75 to 100 percentile calls	Headset A = 75 percentile
Headset B = 2 calls	Headset B = 25 percentile
Headset C = 7 calls	Headset C = 50 percentile
Headset D = 1 call	Headset D = 0 percentile
Headset E = 34 calls	Headset E = 100 percentile

Charts on the Details Page for Headset Adoption

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

By default, all the charts display analytics data for configured headsets for the selected duration. Choose the appropriate filters to view data for not connected headsets and for the connected headsets (categorized on percentile call involvement).

Card Title

Description

Unified CM Cluster

This card displays a distribution of the configured headsets based on the Unified CM cluster.

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

Physical Location

This card displays a distribution of the configured headsets based on the associated Physical Location.

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

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

Headset Adoption

This card displays a distribution of the configured headsets, not connected headsets, and the various amounts of usage of connected headsets for the selected duration in an organization.

Call Media Type

This card displays a distribution of the headsets connected to registered endpoints based on the call media type (audio and video).

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

CAC Location

This card displays a distribution of the configured headsets based on the associated Call Admission Control (CAC) location.

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

Call Classification

This card displays a distribution of the headsets connected to registered endpoints based on the call classification type (on-net, off-net, and internal). If an origin or destination endpoint in a call is a trunk or gateway, it’s classified either as On-net or Off-net (depending on the Call Classification settings of the respective trunk or gateway configuration in Unified CM) else it’s classified as Internal.

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

Device Pool

This card displays a distribution of the configured headsets based on the device pool name.

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

Endpoint Media Capability

This card displays a distribution of the configured headsets (hard audio, hard video, and soft video) type.

You can select or unselect an Endpoint Media Capability on the legend by clicking on it, and the chart is updated accordingly.

Endpoint Series

This card displays a distribution of the configured headsets, not connected headsets, and the various amounts of usage of connected headsets based on the endpoint series.

Headset Model Series

This card displays a distribution of the configured headsets, not connected headsets, and the various amounts of usage of connected headsets for the selected duration in an organization based on the headset model.

Card Title	Description
Unified CM Cluster	This card displays a distribution of the configured headsets based on the Unified CM cluster. You can select or unselect a Unified CM cluster on the legend by clicking on it, and the chart is updated accordingly.
Physical Location	This card displays a distribution of the configured headsets based on the associated Physical Location. If a Unified CM Deployment doesn't have physical locations configured for the endpoints, then this chart doesn’t display any data. You can select or unselect a Physical Location on the legend by clicking on it, and the chart is updated accordingly.
Headset Adoption	This card displays a distribution of the configured headsets, not connected headsets, and the various amounts of usage of connected headsets for the selected duration in an organization.
Call Media Type	This card displays a distribution of the headsets connected to registered endpoints based on the call media type (audio and video). You can select or unselect a call media type on the legend by clicking on it, and the chart is updated accordingly.
CAC Location	This card displays a distribution of the configured headsets based on the associated Call Admission Control (CAC) location. You can select or unselect a CAC Location on the legend by clicking on it, and the chart is updated accordingly.
Call Classification	This card displays a distribution of the headsets connected to registered endpoints based on the call classification type (on-net, off-net, and internal). If an origin or destination endpoint in a call is a trunk or gateway, it’s classified either as On-net or Off-net (depending on the Call Classification settings of the respective trunk or gateway configuration in Unified CM) else it’s classified as Internal. You can select or unselect a Call Classification type on the legend by clicking on it, and the chart is updated accordingly.
Device Pool	This card displays a distribution of the configured headsets based on the device pool name. You can select or unselect a Device Pool on the legend by clicking on it, and the chart is updated accordingly.
Endpoint Media Capability	This card displays a distribution of the configured headsets (hard audio, hard video, and soft video) type. You can select or unselect an Endpoint Media Capability on the legend by clicking on it, and the chart is updated accordingly.
Endpoint Series	This card displays a distribution of the configured headsets, not connected headsets, and the various amounts of usage of connected headsets based on the endpoint series.
Headset Model Series	This card displays a distribution of the configured headsets, not connected headsets, and the various amounts of usage of connected headsets for the selected duration in an organization based on the headset model.

Filters on the Details Page for Headset Adoption

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

Mobile and Remote Access

User ID

URI

Phone Number

Unified CM Cluster

Physical Location

Headset Adoption

Call Media Type

CAC Location

Call Classification

Device Pool

Endpoint Media Capability

Endpoint Series

Headset Model Series

Traffic Analysis

The Traffic Analysis dashboard displays the charts that are related to Call Traffic Locations, Call Traffic Analysis, and Hunt Pilot Usage Analysis.

The Call Traffic Locations charts display the distribution of calls that are handled by assets and are categorized based on Call Admission Control (CAC) location.

The Call Traffic Analysis charts display the distribution of calls that are handled by assets and are categorized based on different call types.

The Hunt Pilot Usage Analysis charts display the usage of hunt pilot numbers and their respective partitions for calls.

View the Details About Call Traffic Locations

View the Details About Call Traffic Locations

1
From the customer view in Control Hub, go to Analytics > Connected UC.

The Analytics appears.

2
Click the Call Traffic Locations card to view the distribution of calls that are handled by assets, categorized based on CAC location.

On the page that appears, you can select various filters to visualize charts based on your selection. For more information, see Filters on the Details Page for Call Traffic Locations.

If you face any issues while viewing the charts, see the Analytics User Interface Issues section in Troubleshoot Webex Cloud-Connected UC.

Key Performance Indices for Call Traffic Locations

The following table describes the Key Performance Indices (KPIs) for Call Traffic Locations.

Field Title

Description

Total Classified Call Count

Total number of calls from all the locations and category.

On-net Call Count

Total number of On-net calls. On-net calls are non-PSTN calls.

Off-net Call Count

Total number of Off-net calls. Off-net calls are PSTN calls.

Internal Call Count

Total number of calls made within the organization. Internal calls are intra-company calls.

Charts on the Details Page for Call Traffic Locations

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

Card Title

Description

Call Traffic Locations

This card displays a trend of calls for the top five locations. Also known as CAC Locations. They're configured within a Call Manager aimed at limiting the number of simultaneous calls to or from a remote site.

Call Traffic Locations Distribution

This card displays the distribution of calls for the top five locations. Also known as CAC Locations Distribution. They're configured within a Call Manager aimed at limiting the number of simultaneous calls to or from a remote site.

Call Classification

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

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

Call Media Type

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

Call Direction

This card depicts a distribution of all incoming and outgoing calls for all Successful, Dropped, and Failed calls.

Call Distribution By Time

This card depicts a trend of all Successful, Dropped, and Failed calls made at different time intervals in a day.

Calling Number

This card displays the top five calling numbers in an organization.

Called Number

This card displays the top five called numbers in an organization.

Filters on the Details Page for Call Traffic Locations

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

Mobile and Remote Access

User ID

URI

Phone Number

Call Traffic Location Distribution

Call Classification

Call Media Type

Call Direction

View the Details About Call Traffic Analysis

View the Details About Call Traffic Analysis

1
From the customer view in Control Hub, go to Analytics > Connected UC.

The Analytics page appears.

2
Click the Call Traffic Analysis card to view the information about call distribution analysis based on call types. The supported call types are P2P, ICT, SIP Trunk, Conference, MGCP, Voice Mail, Hunt Group, Webex Meeting, and Hybrid Calls.

For a call to be classified as ICT type, the telemetry module must be installed on the trunk destination node.

When a call is not recognized as any of the supported call types, it is marked as Not Classified.

If you face any issues while viewing the charts, see the Analytics User Interface Issues section in Troubleshoot Webex Cloud-Connected UC.

On the page that appears, you can select various filters to visualize charts based on your selection. For more information, see Filters on the Details Page for Call Traffic Analysis.

Key Performance Indices for Call Traffic Analysis

The following table describes the Key Performance Indices (KPIs) for Call Traffic Analysis.

Field Title

Description

Total Call Count

Total number of calls.

On-net Call Count

Total number of On-net calls. On-net calls are non-PSTN calls.

Off-net Call Count

Total number of Off-net calls. Off-net calls are PSTN calls.

Internal Call Count

Total number of calls made within the organization. Internal calls are intracompany calls.

Charts on the Details Page for Call Traffic Analysis

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

Card Title

Description

Call Traffic Analysis

This card depicts the distribution of calls based on the volume of the traffic that is received for the top five call types.

Call Traffic Analysis Distribution

This card depicts the call trend based on the volume of the traffic that is received for the top five call types.

Call Classification

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

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

Call Media Type

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

Call Security Status

This card depicts the distribution of calls for all the call types, based on the security profile, made and received by all the endpoints in a network.

Call Distribution By Time

This card depicts a trend of all all Successful, Dropped, and Failed calls made at different time intervals in a day.

Call Status

This card depicts the distribution of all successful, dropped, and failed calls.

OTT Calls

This card depicts the distribution of all successful, dropped, and failed OTT calls. These calls are also referred to as Mobile and Remote Access Calls.

Device Pool

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

CAC Location

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

Unified CM Cluster

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

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

Call Audio Quality (CAQ) Distribution

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

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

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

Calling Number

This card displays the top five calling numbers in an organization.

Called Number

This card displays the top five called numbers in an organization.

Filters on the Details Page for Call Traffic Analysis

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

Mobile and Remote Access

User ID

URI

Phone Number

Call Traffic Analysis Distribution

Call Classification

Call Media Type

Call Security Status

Call Status

OTT calls

Device Pool

CAC Location

Unified CM Cluster

Call Audio Quality (CAQ) Distribution

View Hunt Pilot Usage Analysis

View Hunt Pilot Usage Analysis

A hunt pilot comprises a number or pattern and a set of associated digit manipulations that can route calls to a group of phones or directory numbers in a line group.

Hunt pilots work along with hunt lists, which are prioritized lists of eligible paths (line groups) for incoming calls. When a call is placed to a hunt pilot DN, the system offers the call to the first line group specified in the hunt list. If no one in the first line group answers the call, the system offers the call to the next line group specified in the hunt list. Line groups control the order in which the call is distributed to phones within the group. They point to specific extensions, which are typically IP phone extensions or voicemail ports.

A hunt pilot can distribute calls to any of its assigned line groups, even if the line groups and the hunt pilot reside in different partitions. A call that is distributed by the hunt pilot overrides all the partitions and calling search space restrictions.

1
From the customer view in Control Hub, go to Analytics > Connected UC.

The Analytics page appears.

2
Click the Hunt Pilot Usage Analysis card to view the information about usage of hunt pilot numbers in your organization.

On the page that appears, you can select various filters to visualize charts based on your selection. For more information, see Filters on the Details Page for Hunt Pilot Usage Analysis.

3
(Optional) You can save a combination of filters that you want to apply and reuse, by creating a custom filter. To create a custom filter, perform the following steps:

From the Filters drop-down list. choose the filter or combination of filters that you want to apply to the charts.

Click Add new custom filter.

In the New Custom Filter dialog box, enter a name for the custom filter and click Save.

4
(Optional) To apply a custom filter to the charts, choose Custom Filters from the Filters drop-down list and then click the desired custom filter from the available list.

5
(Optional) To edit a custom filter, choose Custom Filters from the Filters drop-down list. Click Edit filters, and then click the edit icon corresponding to the custom filter that you want to edit. Make the desired changes to the filter and then click Save.

6
(Optional) To delete a custom filter, choose Custom Filters from the Filters drop-down list. Click Edit filters, and then click the delete icon corresponding to the custom filter that you want to delete.

7
(Optional) To download the combination of filters that you've applied to the charts:

Click the share icon.

In the Share Filter window, click Download Filter.

The set of filters that you've applied gets downloaded as a json file in the default download directory of your system. You can share this file with any other user who wishes to apply the same combination of filters to the charts that they're viewing.

8
(Optional) To apply the same combination of filters as another user, using a json file that they've shared, perform the following steps:

Click the share icon.

In the Share Filter window, click Upload Filter and then select the json file that has the details of the filter combination.

9
(Optional) To export the data that is related to the hunt pilot usage and partition usage to an Excel file, click … above the table on the Analysis card and choose one of the following options:

Download All—Creates an Excel file with the hunt pilot usage data and a second file with partition usage data.
Download Hunt Pilot (.csv)—Creates an Excel file with the hunt pilot usage data.
Download Partition (.csv)—Creates an Excel file with the partition usage data.

Key Performance Indices for Hunt Pilot Usage Analysis

The following table describes the Key Performance Indices (KPIs) for Hunt Pilot Usage Analysis.

Field Title

Description

Attempted Calls

All hunt pilot calls, including the answered and unanswered calls.

Answered Calls

All hunt pilot calls answered by agents.

User Abandoned Calls

All hunt pilot calls that a user disconnected before they were picked up.

Unanswered Calls

All hunt pilot calls unanswered by agents.

Redirected Unanswered Calls

All unanswered hunt pilot calls that got redirected, but were still unanswered.

Avg. Answered Time

Average duration of a call that was answered by an agent.

Avg. Abandoned Time

Average time taken by a user to disconnect a call before it was picked up.

Charts on the Details Page for Hunt Pilot Usage Analysis

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

Card Title

Description

Partition Usage Distribution

This card displays the top five Unified CM partitions that received the maximum number of calls that are destined toward hunt pilot number for a selected cluster during the specified time period.

To add your organization label to this chart, click ... and then Add Label to add a new label.

If you want to remove your organization label in the chart, click ... and then Remove Label to delete the label name.

Hunt Pilot Usage Distribution

This card displays the top five hunt pilot numbers that received the maximum number of calls for a selected cluster during the specified time period.

To add your organization label to this chart, click ... and then Add Label to add a new label.

If you want to remove your organization label in the chart, click ... and then Remove Label to delete the label name.

Call Status

This card displays the absolute and percentage number of the hunt pilot calls based on whether the call was answered, abandoned (call disconnected by a user before it was picked up), or unanswered for a selected cluster during the specified time period.

Unanswered Calls

This card displays a count of the unanswered hunt pilot calls based on the reasons. A call made to a hunt pilot number is classified as—Unanswered Calls due to No Response (no one answered the call), Unanswered Calls due to Busy Line (line was busy due to an ongoing call), or Unanswered Calls due to Others (reasons other than the previous two).

Call Status Trend

This card displays the trend of the hunt pilot calls based on whether the call was answered, abandoned (call disconnected by a user before it was picked up), or unanswered.

Unanswered Calls Trend

This card displays the trend of total unanswered hunt pilot calls and the individual trend of the unanswered hunt pilot calls of the based on the reasons for a selected cluster during the specified time period.

Calls Answered by Agents

This card displays the absolute and percentage number of hunt pilot calls answered by each agent for a selected cluster during the specified time period.

Filters on the Details Page for Hunt Pilot Usage Analysis

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

Custom Filters

Mobile and Remote Access

Partition Usage Distribution

Hunt Pilot Usage Distribution

Call Status

Unanswered Calls

Capacity Analysis

The Capacity Analysis dashboard displays the analytics charts related to Trunk Usage.

The Trunk Usage analytics chart displays information about Trunk Usage for the top five trunks from all the Trunk types that are configured within Unified CM.

View the Details About Trunk Usage

View the Details About Trunk Usage

1
From the customer view in Control Hub, go to Analytics > Connected UC.

The Analytics appears.

2
Click the Trunk Usage card to view the information about Trunk Usage for all the Trunk types configured within a Call Manager.

On the page that appears, you can select various filters to visualize charts based on your selection. For more information, see Filters on the Details Page of Capacity Analysis Trunk Types.

.

The Trunk Usage also displays the Trunk Peak Utilization table as per the Call Count and Call Duration. You can select a trunk and click Set max con. calls to set maximum concurrent calls.

You can set max concurrent calls for a particular trunk and multiple trunks.

To set max concurrent calls for a particular trunk, click ... that represent the option menu in the Actions allowed for that trunk.

To set max concurrent calls for multiple trunks, select the trunks and click Set max con. calls to set the value for all the selected trunks.

The following are a few of the use cases for setting max concurrent calls for trunks:

MGCP Gateway: The maximum capacity can be set based on the line terminations on gateways.

For example, if the MGCP gateway is configured with T1, and all the 24 ports are configured in CUCM, then the maximum capacity can be set to 24.

Intercluster trunk: The maximum call capacity of the trunk can be set based on the WAN capacity, the allocated bandwith for Audio/Video/Data, the codec in use, and so on.

SIP Trunk: The maximum call capacity of the trunk can be set based on the purchased call limit for the trunk as per the agreement.

Expressway Trunk: This is a type of SIP trunk. The maximum call capacity of this type of trunk can be set based on the capacity of Expressway nodes or cluster.

The Trunk Peak Utilization table displays the following details:

Table 4. Trunk Peak Utilization

Trunk details

Description

Trunk Name

Name of the trunk

Total call count/Total call minutes

Total number of calls/Total duration of calls in minutes

Audio call count/Audio call minutes

Total number of audio calls/Total duration of audio calls in minutes

Video call count/Video call minutes

Total number of video calls/Total duration of video calls in minutes

Failed call count

Total number of failed calls

Peak Calls

Peak call is calculated as the maximum number of calls placed within an hour for the selected date range. Timestamp displays the day when peak calls occurred. For example, for the selected date range between June 23 to June 30, if 100 calls that are started on trunk 1 at 10 a.m. on June 23 and 200 calls on trunk 1 at 10 p.m. on June 24, then the peak call is 200 for the selected date range and the corresponding timestamp displays that date as June 24.

Set max con. calls

To set maximum concurrent calls

Peak Utilization %

Peak utilization in percentage. Peak utilization is calculated as the ratio of Peak calls and Maximum concurrent calls.

Actions

Allowed options for the trunk

If you face any issues while viewing the charts, see the Analytics User Interface Issues section in Troubleshoot Webex Cloud-Connected UC.

Key Performance Indices for Capacity Analysis Trunk Types

The following table describes the Key Performance Indices (KPIs) for Capacity Analysis.

Field Title

Description

Total Call Count

Total number of calls.

SIP

Total number of calls from SIP trunk.

MGCP

Total number of calls from MGCP trunk.

ICT

Total number of calls from ICT trunk.

Charts on the Details Page of Capacity Analysis Trunk Types

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

Card Title

Description

Trunk Usage Distribution

This card displays the trunk usage distribution for the top five trunks that are configured within a CallManager.

Trunk Usage Trend

This card displays the trunk usage trend for the top five trunks that are configured within a CallManager.

Trunk Type Distribution

This card displays the trunk usage distribution across trunk types that are configured within a CallManager.

Trunk Type Trend

This card displays the trunk usage trend across trunk types that are configured within a CallManager.

Call Media Type

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

Call Direction

This card depicts the distribution of all incoming and outgoing successful, failed, and dropped calls.

Calling Number

This card displays the top five calling numbers in an organization from the calls involving a trunk or gateway.

Called Number

This card displays the top five called numbers in an organization from the calls involving a trunk or gateway.

Filters on the Details Page of Capacity Analysis Trunk Types

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

Mobile and Remote Access

User ID

URI

Phone Number

Trunk Usage Distribution

Trunk Type Distribution

Call Media Type

Call Direction

Mobile and Remote Access

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

In Cloud-Connected UC, Mobile and Remote Access endpoints are determined from CUCM based on the analysis of registered Mobile and Remote Access-supported endpoint IP address. For more information on how to view the analytics for such endpoints, see View Analytics.

Download Analytics Data Displayed in Charts

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

For Service Experience charts, the following table lists the columns in the downloaded reports that correspond to the CDR Field Names.

Field Name in Downloaded Report

CDR Field Name

Caller User ID

callingPartyUnicodeLoginUserID

Called User ID

finalCalledPartyUnicodeLoginUserID

Caller URI

callingPartyNumber_uri

Called URI

finalCalledPartyNumber_uri

Caller Number

callingPartyNumber

Called Number

finalCalledPartyNumber

For the Asset Usage charts, the following table lists the columns in the downloaded reports. The report contains User ID, URI, and Dir Number columns that are based on the Unified CM configuration. The maximum number of values for the columns in the report is limited to 10.

The User ID field in the Asst Usage download report would be blank for the devices that are configured with owner as Anonymous (Public/Shared Space) in Unified CM and no end user is associated with this device.

Field Name in Downloaded Report

Source Field Name

User ID

Source field names are as per the configuration on the Unified CM server.

URI

Dir Number

1
From the customer view in Cisco Webex Control Hub, go to Analytics > Connected UC.

The Connected UC page appears.

2
(Optional) To view the analytics for MRA data, enable the MRA data only toggle.

3
(Optional) Choose a cluster from the cluster selection drop-down list in the top left.

The default setting is All Clusters.

4
To filter the data in the charts based on the time period, click the drop-down list in the top right.

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

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

5
Click the card for which you want to download reports.

The Details page for the selected category of chart appears.

6
On the page that appears, click Download shown at the top-right.

Webex client sends the encrypted MAC address of the PC. So, in the download report for Service Experience charts, you can't view the real MAC address of the PC.

View Missing Data Notifications on the Control Hub

Sometimes due to loss of some telemetry data, the Analytics charts show incomplete data. If any chart has missing data, it’s indicated by a lightning icon shown on the right-hand side of the time period selection drop-down list on the Analytics page. This helps you to know if there’s any mismatch with regards to the data shown on the charts.

If there’s no loss of data during the past seven days, the lightning icon isn’t displayed.

1
From the customer view in Control Hub, go to Analytics > Connected UC.

The Analytics appears.

2
Click .

The Missing Data Event window appears. The window lists the Event Created Time, Cluster Name, Node Name, and Details. The number on the icon is the count of the missing data notifications since your last login. This count is reset after you check the notifications.

3
If you want to search for specific missing data events, use the search box at the top left of the window.

You can perform a search based on Event Created Time, Cluster Name, Node Name, and Details.

Reorder Chart Sequence

On the Analytics page, you can change the sequence of the charts that belong to the same category. This enables you to personalize your view of the cards.

You can shuffle the sequence of the charts on both the overview and details pages.

The preferences that you set are saved for all future sessions with your login credentials and across different browsers.

1
From the customer view in Control Hub, go to Analytics > Connected UC.

The Analytics page appears.

2
Click the card containing the chart that you want to move. Then, drag and drop the card to the location where you want to see it displayed.

If you drag the card outside the boundaries of the page, you can’t reorder it.

Hide and Unhide a Chart

On the Analytics page, you can hide a chart that isn't relevant to you. You can also unhide a chart that was previously hidden by you. This enables you to personalize your view of the cards.

The preferences that you set are saved for all future sessions with your login credentials and across different browsers.

When you hide a chart, it disappears from the Filters drop-down list.

1
From the customer view in Control Hub, go to Analytics > Connected UC.

The Analytics page appears.

2
To hide a chart, click … on the card and select Remove Card.

3
To unhide a chart, click .

4
In the Add Charts window, select the charts that you want to unhide and click Add Charts.

You can select multiple cards from different categories in one go and unhide them.

Field Title	Description
Total Classified Call Count	Total number of calls from all the locations and category.
On-net Call Count	Total number of On-net calls. On-net calls are non-PSTN calls.
Off-net Call Count	Total number of Off-net calls. Off-net calls are PSTN calls.
Internal Call Count	Total number of calls made within the organization. Internal calls are intra-company calls.

Card Title	Description
Call Traffic Locations	This card displays a trend of calls for the top five locations. Also known as CAC Locations. They're configured within a Call Manager aimed at limiting the number of simultaneous calls to or from a remote site.
Call Traffic Locations Distribution	This card displays the distribution of calls for the top five locations. Also known as CAC Locations Distribution. They're configured within a Call Manager aimed at limiting the number of simultaneous calls to or from a remote site.
Call Classification	This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received in a network based on call classification type. If an origin or destination endpoint in a call is a trunk or gateway, it is classified either as On-net or Off-net (depending on the Call Classification settings of the respective trunk or gateway configuration in Unified CM) else it is classified as Internal. By default, the pie chart for the call classification type (On-net, Off-net, and Internal) and the corresponding call volume count is displayed. You can select a Call Classification type on the pie-chart, and the rest of the Call Traffic Locations cards are updated accordingly based on this filter. You can select or unselect a Call Classification type on the legend by clicking on it, and the chart is updated accordingly.
Call Media Type	This card depicts the distribution of all the attempted, successful, failed, and dropped in a network based on the call media (audio or video) type. By default, in the pie chart, the call media type and the corresponding call volume count are displayed. You can select a call media type (audio or video) on the pie-chart, and the rest of the Call Traffic Locations cards are updated accordingly based on this filter.
Call Direction	This card depicts a distribution of all incoming and outgoing calls for all Successful, Dropped, and Failed calls.
Call Distribution By Time	This card depicts a trend of all Successful, Dropped, and Failed calls made at different time intervals in a day.
Calling Number	This card displays the top five calling numbers in an organization.
Called Number	This card displays the top five called numbers in an organization.

Field Title	Description
Total Call Count	Total number of calls.
On-net Call Count	Total number of On-net calls. On-net calls are non-PSTN calls.
Off-net Call Count	Total number of Off-net calls. Off-net calls are PSTN calls.
Internal Call Count	Total number of calls made within the organization. Internal calls are intracompany calls.

Card Title	Description
Call Traffic Analysis	This card depicts the distribution of calls based on the volume of the traffic that is received for the top five call types.
Call Traffic Analysis Distribution	This card depicts the call trend based on the volume of the traffic that is received for the top five call types.
Call Classification	This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received in a network based on call classification type. If an origin or destination endpoint in a call is a trunk or gateway, it is classified either as On-net or Off-net (depending on the Call Classification settings of the respective trunk or gateway configuration in Unified CM) else it is classified as Internal. By default, the pie chart for the call classification type (On-net, Off-net, and Internal) and the corresponding call volume count is displayed. You can select a Call Classification type on the pie-chart, and the rest of the Call Traffic Analysis cards are updated accordingly based on this filter. You can select or unselect a Call Classification type on the legend by clicking on it, and the chart is updated accordingly.
Call Media Type	This card depicts the distribution of all the attempted, successful, failed, and dropped in a network based on the call media (audio or video) type. By default, in the pie chart, the call media type and the corresponding call volume count are displayed. You can select a call media type (audio or video) on the pie-chart, and the rest of the Call Traffic Analysis cards are updated accordingly based on this filter.
Call Security Status	This card depicts the distribution of calls for all the call types, based on the security profile, made and received by all the endpoints in a network.
Call Distribution By Time	This card depicts a trend of all all Successful, Dropped, and Failed calls made at different time intervals in a day.
Call Status	This card depicts the distribution of all successful, dropped, and failed calls.
OTT Calls	This card depicts the distribution of all successful, dropped, and failed OTT calls. These calls are also referred to as Mobile and Remote Access Calls.
Device Pool	This card depicts all the attempted, successful, failed, and dropped calls that are made and received in a network based on the device pool name.
CAC Location	This card depicts distribution of graded calls, made and received in a network based on the associated Call Admission Control (CAC) location. By default, in the pie chart the CAC Location and the corresponding count of the associated graded calls are displayed.
Unified CM Cluster	You can select or unselect a cluster on the legend by clicking on it, and the chart is updated accordingly. This card depicts the distribution of all the attempted, successful, failed, and dropped calls that are made and received in a network based on Unified CM cluster. By default, in the pie chart, all the clusters and the corresponding call volume count is displayed. You can select a cluster on the pie-chart, and the rest of the Call Volume Status cards are updated accordingly based on this filter.
Call Audio Quality (CAQ) Distribution	This card depicts the distribution of all the graded calls that are made and received on a network. By default, the pie chart for the CAQ grades (good and poor) and the corresponding count of calls are displayed. You can select a CAQ grade on the pie-chart, and the rest of the Call Traffic Analysis cards are updated accordingly based on this filter. Only those calls that have CMR with SCS metrics are graded. To display only the distribution of good calls, on the legend, click Poor to unselect and the chart is updated accordingly.
Calling Number	This card displays the top five calling numbers in an organization.
Called Number	This card displays the top five called numbers in an organization.

1	From the customer view in Control Hub, go to Analytics > Connected UC. The Analytics page appears.
2	Click the Hunt Pilot Usage Analysis card to view the information about usage of hunt pilot numbers in your organization. On the page that appears, you can select various filters to visualize charts based on your selection. For more information, see Filters on the Details Page for Hunt Pilot Usage Analysis.
3	(Optional) You can save a combination of filters that you want to apply and reuse, by creating a custom filter. To create a custom filter, perform the following steps: From the Filters drop-down list. choose the filter or combination of filters that you want to apply to the charts. Click Add new custom filter. In the New Custom Filter dialog box, enter a name for the custom filter and click Save.
4	(Optional) To apply a custom filter to the charts, choose Custom Filters from the Filters drop-down list and then click the desired custom filter from the available list.
5	(Optional) To edit a custom filter, choose Custom Filters from the Filters drop-down list. Click Edit filters, and then click the edit icon corresponding to the custom filter that you want to edit. Make the desired changes to the filter and then click Save.
6	(Optional) To delete a custom filter, choose Custom Filters from the Filters drop-down list. Click Edit filters, and then click the delete icon corresponding to the custom filter that you want to delete.
7	(Optional) To download the combination of filters that you've applied to the charts: Click the share icon. In the Share Filter window, click Download Filter. The set of filters that you've applied gets downloaded as a json file in the default download directory of your system. You can share this file with any other user who wishes to apply the same combination of filters to the charts that they're viewing.
8	(Optional) To apply the same combination of filters as another user, using a json file that they've shared, perform the following steps: Click the share icon. In the Share Filter window, click Upload Filter and then select the json file that has the details of the filter combination.
9	(Optional) To export the data that is related to the hunt pilot usage and partition usage to an Excel file, click … above the table on the Analysis card and choose one of the following options: Download All—Creates an Excel file with the hunt pilot usage data and a second file with partition usage data. Download Hunt Pilot (.csv)—Creates an Excel file with the hunt pilot usage data. Download Partition (.csv)—Creates an Excel file with the partition usage data.

Field Title	Description
Attempted Calls	All hunt pilot calls, including the answered and unanswered calls.
Answered Calls	All hunt pilot calls answered by agents.
User Abandoned Calls	All hunt pilot calls that a user disconnected before they were picked up.
Unanswered Calls	All hunt pilot calls unanswered by agents.
Redirected Unanswered Calls	All unanswered hunt pilot calls that got redirected, but were still unanswered.
Avg. Answered Time	Average duration of a call that was answered by an agent.
Avg. Abandoned Time	Average time taken by a user to disconnect a call before it was picked up.

Card Title	Description
Partition Usage Distribution	This card displays the top five Unified CM partitions that received the maximum number of calls that are destined toward hunt pilot number for a selected cluster during the specified time period. To add your organization label to this chart, click ... and then Add Label to add a new label. If you want to remove your organization label in the chart, click ... and then Remove Label to delete the label name.
Hunt Pilot Usage Distribution	This card displays the top five hunt pilot numbers that received the maximum number of calls for a selected cluster during the specified time period. To add your organization label to this chart, click ... and then Add Label to add a new label. If you want to remove your organization label in the chart, click ... and then Remove Label to delete the label name.
Call Status	This card displays the absolute and percentage number of the hunt pilot calls based on whether the call was answered, abandoned (call disconnected by a user before it was picked up), or unanswered for a selected cluster during the specified time period.
Unanswered Calls	This card displays a count of the unanswered hunt pilot calls based on the reasons. A call made to a hunt pilot number is classified as—Unanswered Calls due to No Response (no one answered the call), Unanswered Calls due to Busy Line (line was busy due to an ongoing call), or Unanswered Calls due to Others (reasons other than the previous two).
Call Status Trend	This card displays the trend of the hunt pilot calls based on whether the call was answered, abandoned (call disconnected by a user before it was picked up), or unanswered.
Unanswered Calls Trend	This card displays the trend of total unanswered hunt pilot calls and the individual trend of the unanswered hunt pilot calls of the based on the reasons for a selected cluster during the specified time period.
Calls Answered by Agents	This card displays the absolute and percentage number of hunt pilot calls answered by each agent for a selected cluster during the specified time period.

Field Title	Description
Total Call Count	Total number of calls.
SIP	Total number of calls from SIP trunk.
MGCP	Total number of calls from MGCP trunk.
ICT	Total number of calls from ICT trunk.

Card Title	Description
Trunk Usage Distribution	This card displays the trunk usage distribution for the top five trunks that are configured within a CallManager.
Trunk Usage Trend	This card displays the trunk usage trend for the top five trunks that are configured within a CallManager.
Trunk Type Distribution	This card displays the trunk usage distribution across trunk types that are configured within a CallManager.
Trunk Type Trend	This card displays the trunk usage trend across trunk types that are configured within a CallManager.
Call Media Type	This card depicts the distribution of all the attempted, successful, failed, and dropped in a network based on the call media (audio or video) type. By default, in the pie chart, the call media type and the corresponding call volume count are displayed. You can select a call media type (audio or video) on the pie-chart, and the rest of the Call Volume Status cards are updated accordingly based on this filter.
Call Direction	This card depicts the distribution of all incoming and outgoing successful, failed, and dropped calls.
Calling Number	This card displays the top five calling numbers in an organization from the calls involving a trunk or gateway.
Called Number	This card displays the top five called numbers in an organization from the calls involving a trunk or gateway.

Field Name in Downloaded Report	CDR Field Name
Caller User ID	callingPartyUnicodeLoginUserID
Called User ID	finalCalledPartyUnicodeLoginUserID
Caller URI	callingPartyNumber_uri
Called URI	finalCalledPartyNumber_uri
Caller Number	callingPartyNumber
Called Number	finalCalledPartyNumber

Field Name in Downloaded Report	Source Field Name
User ID	Source field names are as per the configuration on the Unified CM server.
URI
Dir Number

1	From the customer view in Cisco Webex Control Hub, go to Analytics > Connected UC. The Connected UC page appears.
2	(Optional) To view the analytics for MRA data, enable the MRA data only toggle.
3	(Optional) Choose a cluster from the cluster selection drop-down list in the top left. The default setting is All Clusters.
4	To filter the data in the charts based on the time period, click the drop-down list in the top right. Supported time ranges are yesterday, last 7 days, last 30 days, last 90 days, and last 12 months. You can view the charts for the period you've selected. The default time range is Last 30 Days.
5	Click the card for which you want to download reports. The Details page for the selected category of chart appears.
6	On the page that appears, click Download shown at the top-right. Webex client sends the encrypted MAC address of the PC. So, in the download report for Service Experience charts, you can't view the real MAC address of the PC.

1	From the customer view in Control Hub, go to Analytics > Connected UC. The Analytics appears.
2	Click . The Missing Data Event window appears. The window lists the Event Created Time, Cluster Name, Node Name, and Details. The number on the icon is the count of the missing data notifications since your last login. This count is reset after you check the notifications.
3	If you want to search for specific missing data events, use the search box at the top left of the window. You can perform a search based on Event Created Time, Cluster Name, Node Name, and Details.

1	From the customer view in Control Hub, go to Analytics > Connected UC. The Analytics page appears.
2	Click the card containing the chart that you want to move. Then, drag and drop the card to the location where you want to see it displayed. If you drag the card outside the boundaries of the page, you can’t reorder it.

1	From the customer view in Control Hub, go to Analytics > Connected UC. The Analytics page appears.
2	To hide a chart, click … on the card and select Remove Card.
3	To unhide a chart, click .
4	In the Add Charts window, select the charts that you want to unhide and click Add Charts. You can select multiple cards from different categories in one go and unhide them.

Analytics for Your Webex Cloud-Connected UC

View Analytics

Data Source

View the Details About Call Volume Status

Key Performance Indices for Call Volume Status

Charts on the Details Page for Call Volume Status

Filters on the Details Page for Call Volume Status

View the Details About Call Audio Quality

Key Performance Indices for Call Audio Quality

Charts on the Details Page for Call Audio Quality

Filters on the Details Page for Call Audio Quality

What to do next

Data Source

View the Details About Call Count Trend

Key Performance Indices for Call Count Trend

Charts on the Details Page for Call Count Trend

View the Details About Call Duration

Key Performance Indices for Call Duration Trend

Charts on the Details Page for Call Duration Trend

Filters on the Details Page for Call Duration Trend

View the Details About Endpoint Adoption

Key Performance Indices for Endpoint Adoption

Percentile Calculation for Endpoint Adoption

Charts on the Details Page for Endpoint Adoption

Filters on the Details Page for Endpoint Adoption

View the Details About Headset Adoption

Key Performance Indices for Headset Adoption

Charts on the Details Page for Headset Adoption

Filters on the Details Page for Headset Adoption

View the Details About Call Traffic Locations

Key Performance Indices for Call Traffic Locations

Charts on the Details Page for Call Traffic Locations

Filters on the Details Page for Call Traffic Locations

View the Details About Call Traffic Analysis

Key Performance Indices for Call Traffic Analysis

Charts on the Details Page for Call Traffic Analysis

Filters on the Details Page for Call Traffic Analysis

View Hunt Pilot Usage Analysis

Key Performance Indices for Hunt Pilot Usage Analysis

Charts on the Details Page for Hunt Pilot Usage Analysis

Filters on the Details Page for Hunt Pilot Usage Analysis

View the Details About Trunk Usage

Key Performance Indices for Capacity Analysis Trunk Types

Charts on the Details Page of Capacity Analysis Trunk Types

Filters on the Details Page of Capacity Analysis Trunk Types

Small Business

Enterprise

Devices

Solutions For

Resources

Company