Advanced diagnostics and troubleshooting for your Webex for Government meetings in Control Hub

You have the ability to have access to information about Webex Meetings that can assist you in determining which meetings users are having difficulties with and solving those difficulties. You have the ability to view granular information on the audio, video, and sharing quality of a meeting by drilling down into it on a participant-by-participant basis in a meeting. You can even check the amount of CPU time being spent on the device that a member joined the conference with. You can diagnose issues as soon as they occur thanks to the data being updated every minute.

View Troubleshooting Data

If you are a full administrator, a read-only administrator, or a support administrator, you may use the Troubleshooting information that is given in Control Hub to assist you in determining the underlying cause of meeting-related issues that are being experienced by your users. We also provide a sophisticated Diagnostics area, in which you are able to hone in even further on particular meetings that are currently taking place or that have taken place within the previous 21 days. You can search for meetings by using the meeting number, the email address of the host or participants, the conference ID, or the name of cloud-registered devices. After that, you’ll have the option to go deeper into participant details, video and audio quality, and other aspects.
Meetings that are currently taking place are displayed at the top of the list and given the status of “In Progress.”
If participants join a Webex Event through the desktop software, they have access to a wealth of data that can be used for troubleshooting; if they join through another method, they will only have access to data regarding packet loss and latency.

For Webex Training sessions, only data pertaining to packet loss and delay are currently accessible.

Check out the data for the troubleshooting

1.   Click the Troubleshooting link while you are logged in as a customer at https://admin-usgov.webex.com.

2.   In the tab labeled “Search,” enter the email address of the host, the email address of a participant, the meeting number, or the conference ID to locate a meeting.

You will be able to view reports from the most recent seven days by default; but, by clicking the calendar icon, you will be able to choose a different date for the report. You have the ability to search for meetings that have taken place up to 21 days in the past.

The time zone is initially determined by your profile, which can be found in the top right corner of the screen. However, you have the ability to change the time zone at any moment by using the drop-down menu. For instance, if a meeting host comes to you with a problem from a meeting that took place in a different time zone, you can switch to that time zone so that you don’t have to do the time conversion. This eliminates the need for you to perform the time conversion.

3.  Choose the event that you are interested in learning more about from the list that appears after doing the search.

Search View

In the event that someone notifies you of a problem with a meeting, you have the option of searching for the host’s or participants’ email addresses, the nine-digit meeting number (also known as the meeting access code), or the conference ID. You have access to information such as what participants were doing during the meeting (such as hosting or sharing), when people joined the audio and video, and the total amount of time that the meeting lasted. When you have access to this kind of information, it will be much simpler for you to solve problems that arise in connection with meetings.
If you click on a meeting, then use the back button on your browser to get back into the search window, the meeting that you most recently visited will be highlighted in yellow.

The time zone is determined by the settings in your profile, but you have the option to change it in the top right corner of the screen.

Look It Up Via Email
Enter the email address of a person, including the domain, to obtain additional information regarding the meetings they have attended. Check to see if they hosted meetings or who attended meetings they were in to see if they did. You also have the ability to view information regarding live meetings that are currently taking place.

A rundown of the gatherings at which a particular individual either presided or participated as an attendee is presented here. Each entry displays a synopsis of a single meeting. The meetings that are currently taking place are displayed at the top of the list and given the status of In Progress to denote their current standing. It is regarded to be in progress when a meeting that has been going on for longer than ten minutes yet has only just begun.

Look Up Results Using the Meeting Number
The nine-digit access code can also be referred to as the meeting number. It’s possible that this number won’t be the same for each meeting. An individual’s access code for their Cisco Webex Personal Room, for instance, does not change from one conference to the next.

Simply enter the 9-digit number without any spaces or dashes in between them. A list of events that correspond to your search parameters will appear here.

Search Results Displayed Based on the Name of the Cloud-Registered Device
To obtain additional information regarding meetings that were joined from a particular device, enter the name of a cloud-registered device. In the event that you conduct a search for only part of the device name, such as Example, a drop-down menu will present you with a selection of options representing the most relevant matches. If you search for the complete name of the device, the meeting list will display all of the meetings to which the device has contributed attendance.

Look Up Conferences Using Their IDs
A different conference ID will be used for each individual meeting. The conference ID is a unique internal identifier that is not often accessible to users. You can find this ID by logging into Analytics.

In the field designated for the search, enter the conference ID. Conference IDs can be either alphanumeric or alphabetic and can be between 9 and 18 characters long. Details of the meetings associated with the conference ID that you are looking for are displayed.

Limitations
It is not possible to conduct searches using wildcard characters or ones that make use of special characters.

There is no data available for audio-only meetings, which are meetings in which all of the attendees, including the host, phone into the meeting rather than joining via a client or device.

There is a possibility that the Webex App app’s one-on-one meetings will not have data available.

If the meeting was planned to take place in a certain location, you can locate it by using the meeting number if you are unable to locate it by using the host’s email address. You will be able to discover the meeting number by navigating to the space, selecting the activity menu, and selecting Meetings, followed by Space meeting details.

Meeting View

After selecting a meeting from the search view, you will be brought to the meeting view.

In the meeting detail view, all of the participants are listed on the left side, information about participant usage and quality is displayed in the middle, and a sliding panel on the right contains detailed meeting details.
An icon denotes a meeting that is currently taking place. The information for ongoing meetings is not automatically updated. Simply clicking the icon that looks like an espresso machine will bring the information about the meeting that is displayed on the page up to date.

Participants List
The name of the participant or device, as well as a symbol representing the device that was used to attend the meeting, are displayed on the left. If someone enters a conference using their Webex client and they connect audio using call back over PSTN, then two entries are displayed. For instance, there are two entries: “Webex App app” and “Room Device” whenever you call into a conference using a Cisco Webex App app that is coupled with a Cisco Webex Room Device.

When you move your mouse pointer over a participant, you will see a brief information about that member, such as the client type that was utilized to join the conference. When someone calls into a meeting, you are able to view the time they joined the meeting as well as the total length of time they spent in the meeting.

The acronym “Join Meeting Time” (JMT)
The JMT for each individual client is logged, with the exception of PSTN calls. JMT is measured in seconds and is equal to the sum of (the time it takes to click the meeting link before the preview window loads) and (the time it takes to click the Join Now button in the preview window before successfully connecting to the meeting).

The amount of time an individual spends perusing menus, selecting selections in the preview window, or waiting in the lobby is disregarded by JMT.

A JMT that is less than 10 seconds is displayed in green, a JMT that is between 10 and 20 seconds is displayed in yellow, and a JMT that is over 20 seconds is displayed in red. To view the JMT for a particular participant, move your cursor over the colored dot.
Even if a member quits and then re-joins the meeting numerous times, the join meeting time for that participant will always reflect the initial time that participant attended the meeting. This is the case regardless of how many times the participant departs and then rejoins the meeting.

Meeting Details
The details of the meeting are displayed on the sliding panel located to the right of the screen and can be hidden by clicking the symbol.The contents of the meeting include a summary of the meeting, which includes the meeting number, the conference ID, the name of the Webex site where the meeting took place, the day and time the meeting took place, the type of meeting that was held, the number of participants, and the name and email address of the host. In addition, the specifics of the meeting will specify whether or not audio, video, and recording were utilized. If a screen was shared, the data will also specify how long the screen share was active.

The user who scheduled the Webex meeting or the person who created the meeting in the Webex App is indicated by the host name and email address for the meeting.

Below each panel is a legend that describes its contents. When you move your mouse pointer over the information icon, you’ll see how the thresholds are set.

The tabs for Audio, Video, and Sharing
You may get more in-depth views of a meeting by toggling between the Audio, Video, and Sharing tabs. These deep views will show you information such as the Joint Meeting Time, the Usage Metric, and the Quality Metric.

Every minute, the data’s quality is improved. The quality of a network can be depicted using several colors, including green (for good), yellow (for fair), or red (for poor). If you notice a dotted gray line, it indicates that the audio, video, or sharing capabilities of the device are disabled. If you observe a solid gray line, it means that there is only the most basic information available, such as usage and JMT. When you see solid gray lines, it indicates that the user entered the meeting using an application or device that is significantly older than the minimum supported version or a Cisco on-premises device.

When you move your mouse over a line, a pop-up will appear that provides an overview of the quality metric.

Indicator of Hosting and Sharing

When a participant takes over as the host of the meeting, a meeting host icon will appear on their screen, and a blue line will indicate who is sharing their screen with them.

HCI stands for Hardware Change Indicator.

Whenever a participant in a meeting makes a modification to their network connection, headset, microphone, or camera during the course of the conference, a diamond-shaped icon in purple appears on the screen. Move your mouse pointer over the icon to reveal the new details.

You can tell how long a participant’s microphone was muted by looking at the dotted line to the right of the symbol. Hovering your mouse over the icon will tell you if the participant muted and unmuted their microphone more than once during the given time period.

The End of the Meeting Indicator

If a person entered a meeting utilizing VoIP with the Webex Meetings app, the Webex App app, or a device, then you will be able to view how the meeting ended for that participant. A red line icon shows that a participant left a meeting unexpectedly, such as when they were dropped from a meeting because of a problem with the system or the network. A green line icon indicates that a participant departed a meeting normally.

Details Tab
The table view of participants can be seen under the Details page. You are able to view information about the participants, such as the length of time they were in the meeting, the client and platform they used to join the conference, their IP addresses, the information about their hardware, how they left the meeting, the location they joined from, and whether or not they were the host. You can see further information by using the scroll bar, such as the participant’s dialed number, audio, video, and sharing transport and codec, as well as the microphone, speaker, and camera. Using the Export Record button in the top right corner of the screen, this table can be saved as a CSV file.
The details of the meeting illustrate the ideals that are pertinent to the meeting. If a feature or function wasn’t used, as if no one shared their screen while the meeting was going on, then the value will be left blank.

Title	Description
Join Time	When the participant joined the meeting shown in the time zone you select.
Duration	Duration of the meeting.
Activity	If the participant was the host, was transferred the host role, or shared content during the meeting.
Client	The type and version of the application used to join the meeting.
Platform	The operating system and version of the device used to join the meeting. Possible values could be “windows”, “mac”, “android”, “ios”, and “linux”
Join From	If the participant joined the meeting by browser, this shows the browser type and version used to join the meeting.
Hardware	This hardware make and model of the device used to join a meeting. For computers, this might be “Lenovo Thinkpad p60”. For phones, this might be “Samsung Galaxy S7”. For room devices, this might be “Cisco Webex Room Kit”.
Connection	The type of network connection that the client used to exchange media. Possible values could be “wifi”, “ethernet”, “cellular”, or “unknown”. This is not tracked per media type. It it is possible (and relatively common) that this changes over the course of a meeting.
Local IP	The local IP address of the client for the network interface that it is using to transmit media.
Public IP	This is the public IP address of the client as seen by the media servers.
Location	Geo lookup of Public IP address.
Media Node	The datacenter or region of the media node that the client is connected to. For cloud based media nodes this will be a general region name such as “San Jose, USA”. For video mesh based media nodes, this will have a more specific name that matches the video mesh cluster name that was provisioned by the customer.
System Code	What happened to the participant during a meeting. The system codes available are: Host Hung Up—The host ended the meeting for everyone. User Hung Up—The participant left the meeting early. Time Out—The participant disconnected from the meeting due to a network connection error. Leave Waiting Room—The participant was waiting in the lobby before the host started the meeting. Fallback to PSTN—Callback with Edge Audio failed, so the callback goes through a PSTN connection.
Phone	The phone number of the participant.
Dialed #	The conference bridge PSTN number.
Audio Transport	The network type used to transport audio. Valid values could be “UDP”, “TCP”, “xTLS”. This can change over the course of a meeting, however, only the initial transport used is reported.
Video Transport	The network type used to transport video. Valid values could be “UDP”, “TCP”, “xTLS”. This can change over the course of a meeting, however, only the initial transport used is reported.
Share Transport	The network type used to transport a screen or application share. Valid values could be “UDP”, “TCP”, “xTLS”. This can change over the course of a meeting, however, only the initial transport used is reported.
Audio Codec	(Send) The media encoding and decoding format in use for the media transmitted by a client. Note that this can change over time during a call. (Receive) The media encoding and decoding format in use for the media received by a client. This can change over the course of a meeting, however, only the initial codec used is reported.
Video Codec	(Send) The media encoding and decoding format in use for the media transmitted by a client. Note that this can change over time during a call. (Receive) The media encoding and decoding format in use for the media received by a client. This can change over the course of a meeting, however, only the initial codec used is reported.
Share Codec	(Receive) The media encoding and decoding format in use for the media received by a client. This can change over the course of a meeting, however, only the initial codec used is reported.
Microphone	The brand name and model information for the the microphone that was used during the meeting. This can change over the course of a meeting, however, only the initial microphone used is reported.
Speaker	The brand name and model information for the the speaker that was used during the meeting. This can change over the course of a meeting, however, only the initial speaker used is reported.
Camera	The brand name and model information for the the camera that was used during the meeting. This can change over the course of a meeting, however, only the initial camera used is reported.

Participant View

To view the specific metrics of a participant’s client and device, simply click on their name in the list of participants. Every piece of data is refreshed on a minutely basis. On the right hand side, you’ll find further information about a participant’s equipment and network.

Participant Details
To collapse any of the charts, simply click on the arrow that points downward on that chart. Using the drop-down option that is located next to Signal, you have the ability to switch between presenting details for Sending & Receiving, Sending, or Receiving.

For meetings that are currently taking place, data on the audio quality, video quality, share quality, CPU usage, and memory usage is updated on a minutely basis.
If you want to highlight the option with a vertical bar, you can do so by clicking on the red or yellow line segments. The pop up containing the actual value and timestamp of each chart will appear when you hover your mouse pointer over each line.

Audio Quality is the level of acoustic excellence that a participant has enjoyed during the entirety of the conference.

Video Quality is the level of picture clarity that a particular participant saw for the entirety of the meeting.

The quality of any content that was shared during the gathering and how well it was received. The content that was sent and received is broken down into its component parts and included in the sharing quality.

CPU Usage refers to the percentage of the central processing unit (CPU) that was utilized by the computer with which the participant entered the conference.

Memory Usage is the percentage of a participant’s machine’s total memory that was used while they were participating in the meeting.

Mute Indicator

Whenever a participant’s microphone is muted during a meeting, a mute icon will appear next to their name. The mute sign appears for participants who have muted themselves using the desktop and mobile versions of Webex Meetings, as well as the desktop and mobile versions of the Webex App, and cloud-registered room devices. If a person was muted via an external piece of hardware, such as a microphone, then the mute indication will not display for that participant.
Participants who attend the meeting through the desktop or mobile versions of the Webex App are the only ones who see the Mute on Entry option.

Title	Description
Latency(ms)	Latency is a delay in the delivery of audio or video during a meeting.
Packet Loss (%)	Packet loss occurs when there is a problem transmitting data packets, and some packets are dropped before they are received by the recipient.
Jitter(ms)	Jitter is a variation in the delay of packets that are received.
Media Bitrate(kbps)	Bit rate is the number of bits that are processed per second.
Frame Rate(fps)	Frame rate is the number of frames that are shown every second of a meeting.
Resolution(p)	Resolution is the number of pixels shown on user’s screen during a given amount of time.
System CPU(%)	The total percentage of CPU that is used by all applications. On a multi-core system, CPU usage is measured across all cores.
Webex App CPU(%)	The percentage of CPU that is taken by Webex Meetings or the Webex App app during the meeting. On a multi-core system, CPU usage is measured across all cores.
System Memory(%)	The total percentage of memory that is used by all applications.
Webex App Memory(%)	The total percentage of memory that is taken by Webex Meetings or the Webex App app during the meeting.

Title	Description
Client	The type and version of the application used to join the meeting.
Platform	The operating system and version of the device used to join the meeting. Possible values could be “windows”, “mac”, “android”, “ios”, and “linux”
Join From	If the user joined the meeting by browser, this shows the browser type and version used to join the meeting.
Hardware	This hardware make and model of the device used to join a meeting. For computers this might be “Lenovo Thinkpad p60”. For phones this might be “Samsung Galaxy S7”. For room devices this might be “Cisco Webex Room Kit”.
Connection	The type of network connection that the client used to exchange media. Possible values could be “wifi”, “ethernet”, “cellular”, or “unknown”. This is not tracked per media type. It it is possible (and relatively common) that this changes over the course of a meeting.
Local IP	The local IP address of the client for the network interface that it is using to transmit media.
Public IP	This is the public IP address of the client as seen by the media servers.
Location	Geo lookup of Public IP address.
Media Node	The datacenter or region of the media node that the client is connected to. For cloud based media nodes this will be a general region name such as “San Jose, USA”. For video mesh based media nodes, this will have a more specific name that matches the video mesh cluster name that was provisioned by the customer.
Audio Transport	The network type used to transport audio. Valid values could be “UDP”, “TCP”, “xTLS”. This can change over the course of a meeting, however, only the initial transport used is reported.
Video Transport	The network type used to transport video. Valid values could be “UDP”, “TCP”, “xTLS”. This can change over the course of a meeting, however, only the initial transport used is reported.
Share Transport	The network type used to transport a screen or application share. Valid values could be “UDP”, “TCP”, “xTLS”. This can change over the course of a meeting, however, only the initial transport used is reported.
Audio Codec	(Send) The media encoding and decoding format in use for the media transmitted by a client. Note that this can change over time during a call. (Receive) The media encoding and decoding format in use for the media received by a client. This can change over the course of a meeting, however, only the initial codec used is reported.
Video Codec	(Send) The media encoding and decoding format in use for the media transmitted by a client. Note that this can change over time during a call. (Receive) The media encoding and decoding format in use for the media received by a client. This can change over the course of a meeting, however, only the initial codec used is reported.
Share Codec	(Receive) The media encoding and decoding format in use for the media received by a client. This can change over the course of a meeting, however, only the initial codec used is reported.
Microphone	The brand name and model information for the the microphone that was used during the meeting. This can change over the course of a meeting, however, only the initial microphone used is reported.
Speaker	The brand name and model information for the the speaker that was used during the meeting. This can change over the course of a meeting, however, only the initial speaker used is reported.
Camera	The brand name and model information for the the camera that was used during the meeting. This can change over the course of a meeting, however, only the initial camera used is reported.
Type	The type of call made. Values might be Edge Audio, Toll number or Toll Free number
Phone	The phone number of the Participant.
Dialed #	The conference bridge PSTN number.
Join Time	When the participant joined the meeting shown in the time zone you select.
Duration	Duration of the meeting.

Information Regarding the Equipment and Networks
You can view information regarding a participant’s settings by using the panel labeled “Equipment and Networks.” Using the icon in the upper right-hand corner, you can collapse the panel.

There is information that is analogous to this accessible for the Webex Meeting Desktop program, the Webex App Desktop application, the Webex App for Android, the Webex App for iPhone and iPad, and cloud-enabled devices. In the not too distant future, Webex Meetings will enable mobile devices, on-premises devices, and SIP devices from third parties.
The platform, microphone, speaker, and camera specifications of cloud-enabled devices are not currently available.

The only information that call in and callback users have access to is their phone number and the conference bridge.

When it comes to PSTN: Call In and Call Back, the only information that is accessible is a phone number or a conference bridge.

The information about the equipment and the network that is now available is as follows.

Live meetings