Dedicated Instance Analytics-Webex
Analytics in Control Hub gives administrators the ability to access interactive data visualizations that display crucial information such as trends in usage and adoption of the system. Explore the data as it dynamically and automatically responds to the settings that you set in real time.
Analytics Devoted Only to One Instance
You are able to monitor the overall call quality as well as the details of the end-point usage thanks to the dedicated instance analytics and visualization tools. Partners and customers are able to gain insight into the configuration, efficiency, and general use of their calling devices by utilizing the visualization and data that are provided by Dedicated Instance Analytics. Partners and clients can utilize these reports and insights to guide their decision-making processes.
Depending on the specifics of your organization’s deployment, you may have access to a variety of reports in Control Hub if you are a full administrator, read-only administrator, or support administrator of that organization. You may examine how Dedicated Instance services and devices are being utilized in your organization and how frequently they are used with the use of this information. You can use analytics to keep track of and measure the performance of the services included in your cloud collaboration portfolio.
You have the option of exporting these reports as a PDF, PNG, or CSV file.
Overview Analytics
The Overview cards of each category are displayed by the Dedicated Instance Analytics. The Dedicated Instance Analytics cards can be divided into the following categories:
- Service Experience
- Asset Usage
- Analysis of the Traffic
- Evaluation of Capabilities
- Service Experience
You can examine the distribution of service quality and traffic trends with the help of the Service Experience dashboard by basing your analysis on the number of calls, the location, or the duration of the calls.
The CMR is required to supply values for ‘Severely Concealed Seconds’ (SCS). This is necessary in order to properly evaluate the calls’ overall quality.
The Dedicated Instance is used to gather information about the device, while the Call Detail Records are used to gain information about the call’s quality.
Call Volume Status
1. From the customer view in Control Hub, navigate to the Analytics menu, then select Calling, and then select Dedicated Instance.
The page that provides an overview of Analytics is displayed.
2. Navigate to the dashboard for the Service Experience.
3. When you click the Call Volume Status card, you will be able to read information regarding the completion of calls, including the number of calls that were dropped, successfully completed, unsuccessfully completed, and attempted.
When the following page loads, you will see a list of filters that you can select in order to visualize charts based on your choices. Please refer to the Dedicated Instance Analytics Charts for any additional information.
Call Audio Quality
1. From the customer view in Control Hub, navigate to the Analytics menu, then select Calling, and then select Dedicated Instance.
The page entitled “Dedicated Instance Overview” will now load.
2. Navigate to the dashboard for the Service Experience.
3. To display the information on call quality, select the Call Audio Quality card by clicking on it.
When the following page loads, you will see a list of filters that you can select in order to visualize charts based on your choices. Please refer to the Dedicated Instance Analytics Charts for any additional information.
Asset Usage
The charts for the utilization of endpoints and headsets in your business are displayed on the Asset utilization dashboard.
This information regarding the CDRs, CMRs, and device data is gathered from the Dedicated Instance.
Calls that are not made through utilizing an endpoint are not displayed in the charts that display asset utilization, nor are they included in those charts. As an illustration, a trunk-to-trunk bridge or a conference bridge, and so on. As a result, there is no data displayed in the Asset Usage charts for SME types of Dedicated Instance clusters.
Trend in the Number of Calls
1. From the customer view in Control Hub, navigate to the Analytics menu, then select Calling, and then select Dedicated Instance.
The page entitled “Dedicated Instance Overview” will now load.
2. Navigate to the dashboard for Asset Usage.
3. Simply clicking on the Call Count Trend card will allow you to see the charts that are associated with the endpoints that come from the Dedicated Instance cluster that you have selected.
When the following page loads, you will see a list of filters that you can select in order to visualize charts based on your choices. Please refer to the Dedicated Instance Analytics Charts for any additional information.
Trends in the Length of Calls
1. From the customer view in Control Hub, navigate to the Analytics menu, then select Calling, and then select Dedicated Instance.
The page entitled “Dedicated Instance Overview” will now load.
2. Navigate to the dashboard for Asset Usage.
3. To view the charts that provide information on the duration of calls in which endpoints and headsets have been involved, you can view the Call Duration Trend card by clicking on it.
When the following page loads, you will see a list of filters that you can select in order to visualize charts based on your choices. Please refer to the Dedicated Instance Analytics Charts for any additional information.
Analysis of the Traffic
The charts that pertain to Call Traffic Locations and Call Traffic Analysis are displayed on the dashboard designated for Traffic Analysis.
The Call Traffic Locations report provides the distribution of calls that are handled by assets, categorized according to the location of the Call Admission Control (CAC) system, whereas the Call Traffic Analysis report displays the distribution of calls that are handled by assets, categorized according to the various Call Types.
Dial the Traffic Locations number.
1. From the customer view in Control Hub, navigate to the Analytics menu, then select Calling, and then select Dedicated Instance.
The page entitled “Dedicated Instance Overview” will now load.
2. Navigate to the dashboard for Traffic Analysis.
3. To display the information regarding call distribution based on Call Admission Control (CAC) location, choose the Call Traffic Locations card and click on its name.
When the following page loads, you will see a list of filters that you can select in order to visualize charts based on your choices. Please refer to the Dedicated Instance Analytics Charts for any additional information.
Analysis of Telephone Calls
1. From the customer view in Control Hub, navigate to the Analytics menu, then select Calling, and then select Dedicated Instance.
The page entitled “Dedicated Instance Overview” will now load.
2. Navigate to the dashboard for Traffic Analysis.
3. To view the information about the call distribution analysis that is based on the different sorts of calls, click the Call Traffic Analysis card. P2P, ICT, SIP Trunk, Conference, MGCP, Voice Mail, Hunt Group, Webex Meeting, and Hybrid Calls are the sorts of calls that are supported and available to users.
It is necessary to have the telemetry module installed on the trunk destination node for a call to be categorized as belonging to the ICT type.
When an incoming call does not fit the profile of any of the supported call types, it is given the classification of “Not Classified.”
You are need to allow PII for the call types Hunt, Webex, Conference, and Voicemail among the available call types.
When the following page loads, you will see a list of filters that you can select in order to visualize charts based on your choices. Please refer to the Dedicated Instance Analytics Charts for any additional information.
Evaluation of Capabilities
The analytics charts that pertain to trunk usage are displayed on the dashboard titled “Capacity Analysis.”
The Trunk Usage analytics graphic provides information regarding the usage of the top five trunks among all of the different types of trunks that can be created inside a Call Manager.
Trunk Usage
1. From the customer view in Control Hub, navigate to the Analytics menu, then select Calling, and then select Dedicated Instance.
The page entitled “Dedicated Instance Overview” will now load.
2. Navigate to the dashboard for the capacity analysis.
3. When you click the Trunk Usage card, you will be able to access the information regarding Trunk Usage for all of the Trunk types that have been configured within a Call Manager.
When the following page loads, you will see a list of filters that you can select in order to visualize charts based on your choices. Please refer to the Dedicated Instance Analytics Charts for any additional information.
In addition, the Trunk Peak Utilization table is displayed in accordance with the Call Count and Call Duration when viewing the Trunk Usage. You can set the maximum number of concurrent calls by selecting a trunk and then clicking the Set max con. calls button.
Trunk Peak Utilization
You have the ability to set the maximum number of concurrent calls for a single trunk or for several trunks.
Click the three dots that represent the option menu in the Actions permitted for a given trunk in order to specify the maximum number of concurrent calls for that particular trunk.
You can set the maximum number of concurrent calls for many trunks at once by selecting the trunks and then clicking the Set max con. calls button. This will set the value for all of the trunks that were selected.
The following is a list of some of the possible applications for setting the maximum number of concurrent calls:
MGCP Gateway: The maximum capacity of gateways can be determined based on the number of line terminations that are present.
For instance, the maximum capacity can be set to 24 if the MGCP gateway is setup with a T1 and CUCM is used to configure each of its 24 ports.
Inter Cluster Trunk: The maximum call capacity of the trunk can be configured based on the WAN capacity, the assigned bandwith for Audio/Video/Data, the codec that is being used, and so on. This can be done in a number of different ways.
SIP Trunk: The agreement specifies that the maximum call capacity of the trunk can be defined based on the number of calls that have been purchased as a limit for the trunk.
Expressway Trunk: The maximum call capacity of the trunk is able to be set based on the capacity of the cluster or individual Expressway nodes.
The following information can be found in the table labeled “Trunk Peak Utilization:”
|
If you have a valid account and required credentials to Control Hub, then you can access the Analytics page through Site Administration.
|
|
|
For information about how to use Dedicated Instance Analytics Charts, see the following table:
|
Report |
Menu Navigation |
Description / Scenario |
|---|---|---|
| CAC Location Bandwidth |
|
Shows the distribution of calls that are handled by assets categorized based on Call Admission Control (CAC) location. Scenario: Your clusters are set up based on the geographical region and you want to get an idea of the amount of call traffic to and from your Northern office in relation to your Southern office. Select your Northern office in the CAC Location Bandwidth chart. |
| Call Audio Quality (CAQ) Distribution |
|
Displays a distribution of all the Successful, Dropped, and Failed calls that are Good, Acceptable, and Poor, i.e. Call Audio Quality (CAQ). For more information refer to Call Quality Grades, Table 1. Call Grading Explanation. Scenario: Your IT organization received several complaints of poor call quality from users in a given cluster and you want to get an idea of how widespread the problem is. You check the Call Audio Quality (CAQ) Distribution chart to see the number and percentage of poor calls in that cluster. |
| Call Classification |
|
Shows the distribution of calls based on call Classification. Calls are Classified as OnNet (Non-PSTN Calls), OffNet (PSTN Calls) and Internal (Intra Company Calls). Scenario: You just heard reports of a phone phishing scam, and you want to see if your off-net calls increased recently. You examine the Call Classification chart for changes in your off-net calls. |
| Call Count Trend |
Shows the trend for calls that are handled by assets, which are grouped by endpoint total and headset total. Scenario: Your organization recently introduced a new initiative to increase cold call sales and you want to see how the new initiative affects your phone usage over time. You check the Call Count Trend chart to see if calling increased over time. |
|
| Call Duration Trend |
Shows call duration (in minutes) over time. Scenario: Your IT organization is phasing in a new FAQ portal, and you want to see how each phase affects the amount of time your IT professionals spend dealing with calls. You check the Call Duration Trend chart to see if there is a decrease in the amount of time your associates spend on calls. |
|
| Call Failure Analysis |
Shows calls based on the Call Termination Cause Code for Failed or Dropped calls. Scenario: Your phone system operates with a high-degree of stability, but you want to monitor the system to ensure continued efficiency. You periodically check the Call Failure Analysis chart to monitor for any changes in call success rate. |
|
| Call Media Type |
|
Displays a distribution of all Successful, Dropped, and Failed calls based on the call media (audio/video) type. Scenario: Your organization is responding to new work-from-home policy due to a global pandemic. You want to ensure that your workers are making full use of your phone system’s capabilities, including video options. This report shows you the number of video calls that are made over a given timeframe. |
| Call Security Status |
|
Shows the calls that handled based on security status. Authenticated or encrypted calls are Secure. All other calls are Non-Secure. Scenario: You want to see the number of Non-Secure calls originating from your Southern cluster. Click Secure in the Call Security Status chart, then examine the number of calls for your Southern cluster in the Physical Location chart. |
| Call Status Distribution |
|
Shows number and percentage of Attempted, Successful, Failed, and Dropped calls. Scenario: You want to get an idea of the success of attempted video calls at your Southern cluster so you click Video in the Call Media chart, then you click your Southern cluster in the Physical Location chart. You then examine the distribution of calls in the Call Status Distribution chart. |
| Call Status Trend (Call Volume Status) |
|
Shows how Successful, Failed, and Dropped calls trend over time. Scenario: You recently installed hardware updates and now you want to monitor your system’s performance. You examine a period of time that is two weeks before to two weeks after the update to see if there are noticeable trends. |
| CAQ Trend |
Shows how Good, Acceptable, and Poor calls trend over time. Scenario: Your organization has received periodic complaints of poor call quality. You believe that the cause is higher call volume on the days leading up to a national holiday. You use the CAQ Trend report to determine if call quality dips during pre-holiday periods. |
|
| Codec |
|
Shows the calls that are handled by call codec type. You can also see a visual breakdown of the various types of codecs used. Scenario: You want to see the codec type used in your Northern cluster. You select your Northern cluster in the Physical Location chart, and then you examine the Codec chart to see the number of H261 codecs used. |
| Device Pool |
|
Displays a trend of all Successful, Dropped, and Failed calls, made by endpoints in a device pool. Device pools provide a convenient way to define a set of common attributes that can be assigned to devices, such as IP Phones, instead of allocating individual attributes to individual phones. Shows the calls that are handled according to a logical grouping you’ve created. Scenario: You’ve created a logical grouping of devices called Group A, Group B, and Group C. Group C represents your conference room devices. You want to see if these devices decrease in demand after your business core hours. You select Group C in the Device Pool chart, then you examine the Distribution by Time chart to see if usage has drastic decrease, as expected. |
| Distribution by Asset |
|
Shows the calls that are handled using assets (endpoints and the headsets that are connected to the endpoints). Scenario: You want to see the number of video calls made using a headset over the past year. So, you select Last 12 Months for the time period, you select Video in the Call Media Type chart, and then you examine the Distribution by Asset chart to see the number and percentage of calls with a headset for the selected criteria. |
| Distribution by Time |
|
Shows calls handled at 4-hour time intervals throughout the day. Scenario: You want to investigate the video calling habits within your organization to see if there is time of day when your associates make or receive the most video calls. You select Video in the Call Media Type chart, then scan the Distribution by Time chart to see how video calls are distributed. |
| Endpoint Media Capability |
|
Shows the calls that are handled based on the endpoint’s ability to make and receive Video or Audio calls. Scenario: You want to know the number of video calls that are handled from a pool of endpoints that have video calling capability. You hover over Video in the Endpoint Media Capability chart to see the number of calls handled by video-capable endpoints. You then hover over Video in the Call Media Type chart to see the number of actual video calls handled. |
| Endpoint Series |
|
Shows calls handled by endpoint type over time. Scenario: Your Northern office recently purchased new DX type endpoints and you want to see the current use of the DX endpoints. You select your Northern cluster in the Physical Location chart, and then you go to the Endpoint Series chart to see how use of the DX Series gradually increases over time. You also check to ensure that use of the previous endpoint type gradually decreases over time. |
| Headsets by Model |
|
Shows calls handled by headset model over time. Scenario: Your organization is phasing in new headsets and you want to see the rate at which the new headsets are phasing in and the old headsets are phasing out over time. |
| Physical Location |
|
Shows calls based on location. Scenario: You want to see the headset model used at your Southern office over time. You select your Southern office in the Physical Location chart, and then you examine which headsets are in use in the Headsets by Model chart. |
| Unified CM Cluster |
|
Shows the calls that are handled according to Unified CM cluster. Scenario: Your organization has moved many devices to a new cluster, and you want to verify that the move was successful. You go to the Device Pool chart and select the devices that were moved. You then examine the Unified CM Cluster chart to ensure that the devices are now in the new cluster. |
| Unified CM Version |
|
Displays a distribution of all the Successful, Dropped, and Failed calls grouped by Unified CM Cluster. Scenario: You want to see the Unified CM version your Northern office is using. You select your Northern office in the Physical Location chart. Then, you examine the Unified CM Version chart to verify that your Northern office is using the correct Unified CM version. |
|
Call Traffic Locations Distribution Call Traffic Locations |
|
Shows the call traffic distribution for the top five locations. Scenario: Your clusters are set up based on the geographical region and you want to analyse the amount of call traffic to and from your Northern office in relation to your Southern office. Select your Northern office in the CAC Location chart. |
| Call Direction |
|
Displays a distribution of all incoming and outgoing calls for all Successful, Dropped, and Failed calls. Scenario: You want to see the total number of calls that are placed or received from your office in a particular physical location. Then, you examine the Call Direction chart to verify the total incoming and outgoing calls for that location. |
|
Call Distribution By Time |
|
Displays a trend of all Successful, Dropped, and Failed calls made at different time intervals in a day. Scenario: Your organization is planning to expand their services to new locations or analyse the cause for low volume call types. This report shows you the number of calls that are made over a given timeframe for a selected location or a particular call type. |
|
Call Traffic Analysis Distribution Call Traffic Analysis |
|
Displays the distribution of calls and call trend based on the volume of traffic that is received for the top five call types. Scenario: Your organization wants to analyse the cause for low volume call types and identify the most preferred call type. This report shows you the number of calls and call trend based on the volume of traffic that is received for the top five call types. |
|
Call Status |
|
Displays a distribution of all Successful, Dropped, and Failed calls. Scenario: Your organization wants to identify the reason behind the calls that failed, are not successful and dropped most of the time. This report shows you the number of calls that are made and received in a network for all the call types based on the Successful, Dropped, and Failed status. |
| Over-the-Top (OTT) Calls |
|
Displays a distribution of all Successful, Dropped, and Failed OTT calls, also known as Mobile and Remote Access (MRA) calls for the following:
Scenario: You want to analyse and identify the type of call traffic between particular endpoints such as between MRA to Non-MRA. Select MRA to Non-MRA in the MRA calls chart. |
| Call Admission Control (CAC) Location |
|
Displays a distribution of all the Successful, Dropped, and Failed calls by location, also known as Call Admission Control (CAC) Locations. Scenario: Your clusters are set up based on the geographical region and you want to analyse the type of call traffic to and from your Northern office in relation to your Southern office. Select your Northern office in the CAC Location chart. |
|
Trunk Usage Distribution |
|
Displays a distribution of Trunk usage for top five Trunks that are configured within a call manager. Scenario: Your organization wants to analyze the capacity usage and identify the trunks that are utilizing the maximum capacity. Select the Trunk in the Trunk Usage Distribution chart. |
|
Trunk Type Distribution |
|
Displays a distribution of Trunk Type for top five Trunks that are configured within a call manager. Scenario: Your organization wants to analyze the capacity usage and identify the trunks that are utilizing the maximum capacity. Select the Trunk type in the Trunk Type Distribution chart. |
|
Trunk Type Trend |
|
Displays the trend of Trunk usage distribution across all the Trunk Types that are configured within the call manager. Scenario: Your organization is planning to increase the overall capacity and wants to identify the trunks that are processing the maximum calls. Select the Trunk Type Trend chart. |
|
Trunk Usage Trend |
|
Displays the Trunk usage trend for top five Trunks that are configured within a call manager. Scenario: Your organization wants to identify the trunks that are utilizing the least capacity and shut them to reduce the overall capacity usage. Select the Trunk Usage Trend chart. |
| Field Title | Description | ||
|---|---|---|---|
| Endpoints call count | Number of calls in which at least one endpoint is involved.
|
||
| Total call minutes | Total duration of all the calls (minutes) that are made using the assets. | ||
| Total Number of Endpoints in Calls | Total count of endpoints that participate in the calls.
|
||
| Headsets call count | Number of times during which at least one headset is involved in a call. | ||
| Headset call minutes | Total duration of all the calls (minutes) that are made using headsets. | ||
| Total Number of Headsets in Calls | Number of times headsets participate in calls. | ||
| 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. | ||
|
OTT Calls |
Total number of successful, dropped, and failed OTT calls. Also known as Mobile and Remote Access (MRA) calls. | ||
|
Total Call Count On Trunks |
Total number of calls recorded on Trunks |
||
|
Session Initiation Protocol (SIP) Calls |
Total number of calls from SIP trunk |
||
|
Media Gateway Control Protocol (MGCP) Calls |
Total number of calls from MGCP trunk | ||
|
Inter Cluster (ICT) Calls |
Total number of calls from ICT trunk | ||
|
Peer-to-peer (P2P) calls |
Total number of calls from P2P trunk |
Run Analytics
View Analytical Data
1. In the Control Hub, from the customer’s perspective, navigate to Analytics > Calling > Dedicated Instance.
The Dedicated Instance Overview page loads up in the browser.
You can look into the multi-tenant analytics visualization by selecting the Multi-tenant option.
You can select particular types of Analytics visualization from the menu under Analytics by clicking on Messaging, Calling, Devices, or Detailed Call History, depending on the services that have been activated.
The Cisco Webex Partner Hub gives the partners access to the analytics of their customers.
To access Customers from the perspective of a Partner in Control Hub, go to Customers.
Choose a customer, then click the View Customer button.
The page depicting the customer’s point of view loads.
When a service symbol appears next to a client’s name, it indicates that the customer is eligible to get Dedicated Instance service.
Figure 1: The View from the Dedicated Instance Analytics Partner
Navigate to the Analytics > Calling > Dedicated Instance menu option.
The page that displays the Dedicated Instance analytics Overview appears.
Dedicated Instance Analytics Overview,
Reports and Charts is where you should look if you want more information about Dedicated Instance Analytics Charts.
2. The cards pertaining to Service Experience, Asset Usage, Traffic Analysis, and Capacity Analysis are displayed on the page that provides an Overview of the Dedicated Instance.
3. (Optional) Enabling the MRA data only toggle will allow you to examine the analytics for MRA data.
4. Select a region from the drop-down menu labeled “Region Selection” (this step is optional).
All Regions is the default setting for this.
The geographic location of the datacenters that were configured when the dedicated instance was activated is referred to as the region.
5. Select a cluster to work with by using the drop-down menu under “Cluster Selection.” This step is optional.
The All Clusters option serves as the default.
6. To apply a time-based filter to the data displayed in the charts, use the drop-down list located in the top right corner of the page.
Organized by Time Period
Analyses categorized by time period
The following time ranges are supported: yesterday, the last 7 days, the last 30 days, the last 90 days, and the last 12 months.
You will be able to view the charts for the time period that you have chosen. The Most Recent 30 Days is set as the default time range.
If you choose Yesterday from the drop-down list, the data that determines the UP and DOWN trends is compared with the data from the two days before to the previous day. In a similar fashion, if you select the option for the Last 7 Days, the % UP or DOWN trend will be determined based on a comparison of the data for the most recent seven days with the data for the most recent two weeks.
7. On the page that is dedicated to the overview of the Dedicated Instance Analytics, you have the ability to add more charts.
You can add a chart by selecting it from the available charts after clicking the Add Charts option, which is located in the top right corner of the screen.
Another option is to get rid of a card. To remove a card from play, access the card’s menu by clicking the three dots located in the upper right corner.
Remove the Card
Download the Analytics here.
By clicking the Download button, you will be able to save the chart data as an Excel file on your computer.
You have no choice but to wait until the Excel report has finished downloading; otherwise, the download will fail.
Troubleshoot Analytics
|
Issue |
Resolution |
|---|---|
|
Dedicated Instance tab doesn’t appear after Control Hub sign-in. |
The role, scope, or entitlement that’s assigned to you could be incorrect or insufficient. Contact Cisco TAC support. |
|
When you click the Dedicated Instance tab, 403 Forbidden message is displayed. |
|
|
Analytics page is not loading for incognito mode in Chrome. |
Go to and select Allow all cookies. For other browsers, enable cookies using the relevant menu options. |
|
Charts are not loading on the Analytics UI. |
|
|
In the Analytics UI, some of the charts don’t have any data. |
|
|
Charts on the Analytics UI do not display data. |
Check if the telemetry service is stopped. |
|
Charts on the Analytics UI display incorrect data. |
Contact Cisco TAC support. |
|
Call Failure Analysis chart in the Service Experience category doesn’t show any failure data. |
Check if CDR Log Calls with Zero Duration Flag in the Dedicated Instance service parameters have been enabled for all Dedicated Instance nodes. If it is not enabled for all nodes, ensure that you enable it. |
|
Enable PII settings |
To enable PII settings:
|