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Analytics
You can use the Analytics page in Control Hub to access interactive data visualizations that show important information, such as usage and adoption trends. Explore data as it automatically adapts to parameters that you specify in real-time.
You can gain insight into how people are using Webex Calling and the Webex app (engagement), and the quality of their call media experience for up to 13 months of historical Webex Calling data.
To access Webex Calling analytics, sign in to Control Hub, then go to Analytics and select the Calling tab. The graphs update dynamically as you explore the dashboard. The Analytics tab is a historical view that is updated daily. Call data from the previous day is uploaded at 00:00 (midnight) UTC.
How Data is Collected
At the end of each call from a Webex Calling desk phone or application, we collect the statistics directly from that endpoint. The data is collected over the day, and added to the display in Control Hub at midnight (UTC) the following day.
Dashboard Tips
- Adjust time period—You can view the Total Call Legs and Total Call Minutes graphs on Daily, Weekly or Monthly timescales, so you can track engagement over time, and look for usage trends. This offers powerful insight into the adoption and usage of the different platforms for Webex and Webex Calling over time.
- Filters—The dashboard contains powerful filtering tools. Click on the Filters bar to select which data you want to see. You can filter by Endpoint in the Engagement tab, and by Quality, Endpoint, or Location in the Quality tab. You can clear individual filters by clicking the close button on the filter name.
- Export data or charts—You can export any graph or detail view. Click the More button on the top right of the chart/list, and select the file format for your download (PDF, PNG, or CSV, depending on whether it's a graph or list). When you combine file download with the filtering, searching, and ordering tools, you can easily generate useful reports about your Webex Calling deployment.
Known Limitations
These following types of calls do not currently appear on the dashboard in Control Hub. We are working to address these limitations.
- Calls from IPv6 endpoints.
- Calls which are not 'over the top' because they use a VPN termination to Webex Calling.
- If your organization has multiple regions, we don't currently show calls made in regions other than your organization's home region.
- DECT phones and ATA devices aren't supported.
Engagement
Key Performance Indicators (KPIs)
There are four KPIs that show at the top of the Engagement tab. The range of data they measure changes as you select a new date range. The four KPIs are:
- Total Call Legs—The total number of call legs made and received by users.
- Total Minutes—The total number of minutes for all the calls made over the selected date range. This number includes both the caller and receiver. For example, if a user calls another user for 30 minutes, then the total count is 60.
- Highest Daily Active Users—The highest number of users that made or received call legs during a day within the selected date range.
- Average Daily Active Users—The average number of users that made or received one call leg during the days within the selected date range.
Total Call Legs by Platform and Total Call Minutes by Platform
The Total Call Legs and Total Call Minutes graphs show how users have been making calls in your organization. The graphs show you the number of call legs and call minutes by platform type. The platform types that can show in the graphs are:
- Desk Phone—Cisco Multiplatform Phones (Webex Calling desk phones)
- Desktop—Webex App for Windows, Mac, and Linux
- Mobile—Webex App for Android and iOS
Top 300 Calling Users in Last 30 Days
This table shows the top 300 users that made or received the most call legs over the last 30 days. You can also use the data in this table to see how often users are turning on their video during their calls.
Quality
Key Performance Indicators (KPIs)
There are two KPIs that show at the top of the Quality tab. The range of data they measure changes as you select a new date range. The two KPIs are:
- Call Legs with Good Audio Quality—The percentage of audio calls that had good quality over the selected date range. Calls are counted as having good quality if they were below 400ms latency and had less than 5% of packet loss.
- Call Legs with Good Video Quality—The percentage of video calls that had good quality over the selected date range. Calls are counted as having good quality if they were below 400ms latency and had less than 5% of packet loss.
Charts and Tables
Use this view to identify users that are experiencing poor call leg quality, and to get an overall view of media quality across the organization.
We collect media quality data from each endpoint at the end of every call leg. The data is collected from desk phones and all the desktop apps, and you can see it in the Quality section of the Calling Analytics page.
A call leg is considered to have poor media quality if it meets or exceeds any one of the following thresholds:
- Packet loss of 5%
- Latency of 400 ms
- Jitter of 150 ms
The Call Legs by Audio Quality and Call Legs by Video Quality graphs compare the proportion of calls that are within the quality threshold ("Good") against those that are "Above Threshold.”
The Top 300 Calling Users with Poor Audio Quality in Last 30 Days table shows which users have experienced the most poor audio quality calls, because their quality measurements exceeded at least one threshold. Use search and ordering controls to quickly find a particular user.
If a particular user is experiencing poor media quality, you can check if all the user's endpoints are similarly affected. Common quality issues come from Android or iOS calling applications, which may be due to poor mobile internet connections. You can use the CScan tool to test a user's connection to the internet.
Detailed Call History Reports
For detailed call history reports, sign in to Control Hub, then go to Analytics and then select Detailed Call History. You're automatically brought to the Calling Admin Portal, where you can analyze and evaluate call usage.
Feature Notes
- Information related to Call Detail Records (CDRs) can be searched up to 12 months from the current date.
- Call history is exportable up to 90 days.
- It may take up to 30 minutes for a completed call to appear in the call history.
Running / Reading Analytics Results
On the analytics page, you can use the search bar at the top to filter call activity and show specific call details, including call history and call detail records.
- Number—Choose between All Numbers, External Numbers, or Internal Numbers.
- Call Type—Select a specific call type of filter on.
- Call Direction—Choose All, Inbound or Outbound.
- Call Status—Choose a call status. Options are All, Answered and Unanswered.
- Time Period—Allows the call graph and detail to be limited to a specific time period.
The graph shows the number of calls and minutes based on the filter selection. For each data point on the graph, hovering the cursor will pop up a box with call details of the selected time point showing the quantity of calls or minutes for the current and last period.
Below the graph is the Call Record Detail List, which shows the following:
- Date—The date and time the call was placed. This is based on the select location’s configured time zone.
- Calling Number—For incoming calls, it is the telephone number of the calling party. For outgoing calls, it is the telephone number of the user.
- Called Number—For incoming calls, it is the telephone number of the user. For Outgoing calls, it is the telephone number of the called party.
- Caller ID—For incoming calls, it is the name of the calling party, provided via lookup to third-party CNAM providers. For outgoing calls, if the called party is in the same location, the name will be provided if available, otherwise it will show Unavailable.
- Duration—The length of the call in minutes and seconds.
- City—Derived via database lookup from the alling Number for incoming calls/missed calls and the called number for outgoing calls.
- State—Derived via database lookup from the Calling Number for incoming calls/missed calls and the Called number for outgoing calls.
- Country—The country code of the Caller ID number.
- Zip—Derived via database lookup from the Calling Number for incoming calls/missed calls and the Called number for outgoing calls.
- Type—The call type of incoming, outgoing or missed.
To export this report as a .CSV file, select Export in the top, right corner.
Select Type to show the Call Record Type Summary. This summary report displays an overview of calls and minutes summarized by multiple call types. The report also shows a percent of total for certain categories. To export this report as a .CSV file, select Export in the top, right corner.
Select Top 10 to show the Top 10 Report. This report shows up to 10 phone numbers or destinations with the most calls or minutes based on the criteria selected. To export this report as a .CSV file, select Export in the top, right corner.
Auto Attendant and Call Queue Reports
For information about the reports available for specific calling features, see Calling Admin Portal - Reports.