Headset usage averages more than an hour per day. Every business seeks a competitive edge. Infortel Select helps business and IT managers track call activity as calls are transferred or redirected allowing them to better understand caller experience, troubleshoot call routing, and identify employee performance concerns or training needs. External are users who join meetings hosted in your organization as guests. This report lists details such as registrant name, email address, registration approval status, and date and time of registration. This chart shows you a breakdown of VoIP/video participants or minutes by connection type. If this number is low, you can use the charts below to see which location had on-premises clusters that were always at max capacity. Shows a recent view of the total bandwidth used across all Webex Video Mesh clusters when cascades are established between on-premises and the cloud. Select the type of report you wantRecording, Registration (if registration was required), Attendance, or Activity. This information helps you gain an overall perspective of the utilization of the clusters in your organization so that you can plan for better capacity. This table shows the top 25 agents with the most answered or bounced calls. Total CallsTotal number of calls made and received over the selected time period. Conflicting stakeholder views on the future of work point to gaps in detail, tools and enablement. This information helps you pinpoint potential reasons for when call legs overflow to a cloud cluster. As an administrator, you can allow Dubber to record all incoming and outgoing calls for specific users in your organization. These validation rules can be retrieved via the Report Templates API. Provide your business stakeholders with the data to make informed business decisions. The report downloads as a CSV file. This chart shows a breakdown of join meeting times for specific types of users. Webex Calling Workspace Settings Workspaces represent places where people work, such as conference rooms, meeting spaces, lobbies, and lunchrooms. Infortel Select provides analysis, reporting, and graphical representation of call activity by user, department, and time of day with call counts, durations, ring time, and abandonment metrics available to better understand staffing needs, peak hours, and employee performance.lnfortel Select provides analysis, reporting, and graphical representation of call activity by user, department, and time. Register them here. On the second day, an independent set of 350 participants with the poorest quality are captured for that day. This could indicate that a connection problem is limited to a certain area. CallsThe number of hours the device was used for a call. The Save as CSV option for this table may not download all the rows of data for large organizations. You also have access to 13 months of data for calls based in Webex App if your organization has Pro Pack. In this edition of Cisco Tech Talk, I'll give a brief overview of how the Cisco 8875 Video Phone integrates with Webex (WxC) and allows you to join a meeting Use these charts to determine the types of audio that users are connecting to meetings with. There are five KPIs that show at the top of the Detailed Call History tab. Our new Calling Media Quality dashboard in Control Hub makes it easy to manage Webex Calling and Call on Webex call quality across your organization. Internal are users in your organization. Activities Overview and Device Utilization charts update accordingly, with the exception of Inventory Details. https://lnkd.in/eE9Ym-s4 #webexcalling David Leach on LinkedIn: Cisco Extends Webex Go, its Native Mobile Calling Capability, to the UK iCall Suite call analytics integrates seamlessly with Webex Calling to monitor customer interactions and staff performance, delivering actionable insight that improves business productivity and maximises customer experience. On the second day, an independent set of 350 participants with the poorest join meeting times are captured for that day. Learn more AnsweredAnswered if this call leg was answered, Unanswered otherwise. Webex cannot guarantee that telephony logs will be available after 24 hours from the reported incident. You can use this chart to figure out if Webex devices are having issues in a location, or if issues are limited to certain devices. The average is calculated as (number of Active Devices KPI) divided by (number of Total Usage KPI). These numbers give you insights on how often users are utilizing Webex Assistant for Devices, and how you can help users make use of it more often. Total Telephony MinutesUse this KPI to see the total number of telephony minutes used during meetings in your organization. Participants or Minutes Avg VoIP/Video Packet LossShows the average VoIP/video packet loss of participants or minutes over the selected date range. You can use this information to get a sense of what filters and charts to look at so you can help diagnose and mitigate the problem. Call type reports can be used for the following purposes: Calls answered by agents Calls abandoned at the VRU Calls that abandon while en-route to an agent or while being offered to an agent's phone Short calls John McAlpine. If you use Slido for Q&A or polling, hosts can find that information in Slido's report. You can use this chart to help determine if media quality issues are affecting all endpoints in your organization, or if it's limited to specific endpoints. The KPIs available are: This chart shows the percentage of node availability for each on-premises cluster that can host calls. (mentioned in the "Environment Sustainability" section of the CSR Report) are provided in the following table: Sustainability topic. The following charts and graphs are available when you click on a location in the Least occupied workspaces details table. Analytics for Microsoft Teams Video Integration. If your clusters are always full, you can use this information to help make decisions about adding more Webex Video Mesh nodes to a cluster or creating new clusters. This is of greatest value when "premises-based PSTN" facilities are used. Analytics for Webex Assistant for Devices are supported for: This chart shows you the trend for the number of voice commands that users are saying to the Webex Assistant for Devices in your organization. Is the free trial really free? To move the needle, customer experience and productivity are key areas where a competitive advantage can be achieved. For more efficiency, developers can also utilize the Provisioning SDK to further streamline these API methods. This chart shows the number of calls, made or received, across the selected date range. You can take action if your organization has a preferred type of audio that users should be adopting. This chart shows a breakdown between good and poor audio quality during calls and meetings using Webex for Webex devices in your organization. This chart shows the daily average headset use over the selected date range by country. What devices and accessories does Webex Calling support? You can use this information to help with headset engagement on other endpoints. If you've linked your Site Administration account to Control Hub, then you can access the Analytics page through Site Administration. You can use this map to determine if a specific location has a higher than average join meeting time. For example, if a user is active on their desktop computer and mobile device, then they'll be counted as two active users. You can filter by the following dimensions: Media, connection, endpoint, and device types. Cisco Unified Communications Manager (UCM) and Webex calling, both CDR-based reporting tools, offer built-in reporting. We also allow you to match the end date (co-term) with your Webex Calling subscription. If third-party cookies are already enabled, try clearing your browser cache. If a call leg has both audio and video stream, then its categorized once under video. The available path optimization types are: You can filter the entire page by selecting a category on the chart. In this Recon Research Quick Take, the test team registers a Cisco phone on the You can use this table to see the number of incoming calls to auto-attendants and the status of those calls. These call legs redirected to another on-premises cluster that was able to connect to the meeting. Total Call MinutesThe total number of minutes that Cisco Headsets were used in calls and meetings with the Webex app over the selected date range. Analytics for Cisco Headsets are supported for: Data is only available for Cisco Headsets that are connected to the Webex app on version 41.8 and later. You can filter by specific call queues and locations. This chart shows a breakdown of incoming calls to agents based on the call status. This chart shows the quality of call legs based on the country that users are assigned to in Control Hub over the selected date range. You can see which intents are the most used, and see why some intents aren't used as often as others. We keep historical data for calls involving Webex Calling desk phones, Webex App apps (desktop and mobile), and the Webex Calling App (desktop and mobile). If you're a Pro Pack customer, you have access to historical metrics API that you can use to return daily aggregated messaging-related data automatically. You can use this chart to see how long callers had to wait before hanging up the call or getting transferred to an agent. You can use this information to see how often headsets are getting used in the Webex app compared to the total amount. It can show you how your organizations usage of Webex Calling is trending over time. Export your data, without row limitations. This chart shows how many hours headsets were used during calls. Unfortunately, for some organisations, Cisco UCCX provides limited at-a-glance visibility of required contact[]. If the number of files shared is low compared to the number of people in your organization, you may want to investigate the reasons why. 25 November 2019 NTT Ltd. announces Cloud Connected PSTN for Webex Calling in Americas The offering, delivered by the Cloud Communications division of NTT, will enable Cisco Value Add Resellers (VARs) to propose a full cloud calling service and reduce costs for their Webex customers Atlanta, USA - 25 November 2019 - NTT Ltd. today announces Cloud Connected PSTN for Webex Calling expansion . Read what Marc Beattie at Wainhouse Research has to say about the expanding reach of Webex Go, now available in the UK. Technical consulting engineer: determined to provide best Customer support. Depending on the date range selected, the top 300 participants who had the poorest quality show up on the list. Cloud UC Analytics for Building Supply Retailers, From Start to Finish: A Simple Way to Improve Customer Call Experiences, Gauge Call Agent Productivity with Cisco UCM Hunt Groups and Native Call Queuing, Contact Center Analytics Without the Contact Center. Select a specific activity to see its usage. If this number is high, your organization may need to consider setting up more on-premises clusters. A call answered by the voicemail service is listed as answered. The KPIs available are: Active DevicesTotal number of active devices. This chart shows the top 20 workspaces with the most hours occupied both with a booking and without. Use Case Description/OverviewAdds facility access control, video surveillance, intercom, paging, and public address functionality to a Webex Calling platform.With Grandstream, your Cisco Webex Calling solution is now also your office management solution. These charts show a summary and trend of total bandwidth usage across all on-premises clusters, broken down between transmitted and received data, when cascades are established between on-premises and cloud clusters. or started a recording. The range of data they measure changes as you select a new date range. Kamaljeet (Kim) Kaur. Use the Webex site selector and calendar date selector at the top-right corner of the page to select the metrics you want to view. This chart categorizes auto-attendant calls based on the key menu options that callers chose or the key options pressed by callers on the keypad over the selected date range. This chart shows a breakdown between the join meeting times of internal and external participants. This offers powerful insight into how incoming calls are being handled in call queues. Enhanced reporting for Webex Calling, without the cost and complexity of adding Webex Contact Centre. You can use these KPIs as measurable data to see if participants are having VoIP/video quality issues during meetings in your organization. This data can help you see if any issues with joining meetings are affecting your whole organization, or if it's limited to specific platforms. Top 10 occupied workspaces by occupancy hr. Webex Calling is a proven cloud calling solution that delivers enterprise-grade calling, enabling you to replace your on-premises PBX network with a globally trusted cloud calling solution. In this page, you can monitor data for call legs that used Video Mesh within the last 4 or 24 hours. This chart shows the trend in headset status over time. An active user is someone who has sent a message, made a call, uploaded a file, or attended a meeting. These reports include information about recording and attendance. Take a moment to familiarize yourself with what's new in language and regional support, device . You can use this report to see a trend of how many audio and video minutes were used for calls. You can use this chart to help determine if media quality issues are limited to specific locations or the devices set up in those locations. See the many ways here. Report download historyA download history of reports generated for your webinars. Calls made to and received on a desk phone, analog telephone adapters, the Webex Calling App, or the Webex App are recorded using Dubber, a third-party partner. If you're a standard customer, you have access to 3 months of data. Total Meeting MinutesUse this KPI to see to get a sense of how long meetings are being held for in your organization. Meetings Analytics provides you with details and descriptions about who's using Webex meetings, regardless of whether it's a Personal Room Meeting or a standard Webex meeting. You can use this chart to get an idea of which devices get the most use, and how you can help get more use out of the devices with the least engagement. You can use this chart to see how call queues are handling all the incoming calls to your organization. Whether to drive growth or for some industries in the face of COVID-19, for survival. Telephony issues that have occurred more than 24 hours from the current time are a best effort investigation only. For example, on the first day, 350 participants with the poorest quality are captured for that day. The following reports are available for meetings and webinars: The report downloads as a CSV file. This chart breaks down headset inventory by the type of connection. You can also search for specific call queues, locations, phone numbers, and extensions by using the search bar in the table. Infortel Selects Webex Calling support allows organizations to take their call accounting and analytics needs to the cloud as they move away from an on-premises PBX. This can happen for a number of reasonsfor example, a node exceeds its capacity, is being upgraded, has network connectivity issue, or the Webex site isn't properly enabled for Video Mesh. Included is call activity tracking by WXC CDR Client types SIP, WXC Client, and WXC Device, for example in order to analyze device utilization, or for troubleshooting, training, licensing, etc. Review the past, and prepare for the future. Leading financial service organizations trust ISI. CDR reporting and analytics designed for retailers. We respect the privacy of your data. Overview Custom templates Manage reports You can use these KPIs as measurable data to see if any workspaces aren't being used often and what the popular timeslots are. If people are actively engaged, you may want to invest in various services that make workplace collaboration more convenient. Total Messages SentThe number of messages that were sent over the selected date range. This report lists details such as registrant name, email address, registration approval status, date and time of registration, and source ID. If this number is high, you can determine if there was a problem with any clusters during that date range, or if your organization needs more on-premises clusters to handle hosting more call legs. Hours UsedTotal usage over the selected time period. Webex Calling provides advanced telephony services for its users. This map shows the overall geographic distribution of your Cisco Headset inventory. This chart shows you a breakdown of call legs by the locations set up in the Calling section of Control Hub. Not available means that users weren't shown key menu options when certain features are used, like call forwarding, call intercept, and call screening services. Active UsersTotal number of unique active users per device over the selected time period. You can generate reports that provide information about each meeting, webinar, event or session that you have hosted on your site. A space is considered active when someone: You can use this information to determine how well your organization is adopting the practice of using spaces to meet and collaborate. See the Security and Monitoring chapter in the Feature Configuration for Cisco Jabber 12.8. You can make sure that the more commonly used devices are set up in densely populated areas of your building or where the most meetings take place. To move the needle, customer experience and productivity are key areas where a competitive advantage can be achieved. How Can We Help? Seeing a list of top occupied workspaces can help identify areas where more workspaces may be beneficial. You have various messaging-related charts at your fingertips that can help you determine just how engaged your users are with Webex App. Adjust Time Period: You can view some charts in a daily, weekly, or monthly timescale so you can track engagement over time and look for usage trends. Data isn't captured for calls based in Cisco Unified Communications Manager (CUCM), Cisco Dedicated Instance, and Cisco Webex Cloud-Connected UC. view more AGAT Created by Cole Callahan on 12-03-2021 02:00 PM 0 0 Audio jitter is derived from the delay between successive audio requests over a number of packets. Drive productivity and smart decisions with Agent status. Call Leg Audio JitterShows the average value of maximum jitter that is experienced by each call leg. The KPIs available are: Avg Join Meeting TimeShows the average join meeting times of participants over the selected date range. Dubber Go will provide all Webex Calling users with unlimited call recording available for download and replay for 30 days from the Dubber cloud. You can use this chart to help determine if media quality issues are affecting all call legs in your organization, or if those issues are limited to specific connection types. VoIP/video quality is counted as good if packet loss was less than or equal to 5% and latency was less than or equal to 400ms. Peak Amplify is an award-winning Cisco Software Development Partner, providing software add-ons, integration and custom development for Collaboration, Contact Centre and Connectivity products. Call quality improves as jitter decreases. Be part of ISIs growing Channel and Technology Partner ecosystem. To save an individual chart, choose a chart, click the more button, and then choose a file type. Analytics data, except for Meetings, is batch processed each day. If people aren't using the app as much as expected, show them how the app can make their day-to-day work life easier. Internal calls are calls made between Webex Calling users within the organization. It is not possible to investigate telephony . Average Call MinutesThe average number of minutes that Cisco Headsets were used in calls and meetings with the Webex app over the selected date range. Calls in Busiest LocationTotal number of calls made or received by users in the busiest location within the selected filters and date range. Cisco Webex Calling is a cloud-based communications technological solution, which serves to upgrade a business's existing Private . Choose a term, pre-payment or monthly billing and the number of users assigned to Call Queues. For each day of the last 21 days, we capture the worst 350 participants with poor quality. If you want to see data for call queues and call queue agents in a CSV file format, you can download the Call Queue Stats and Call Queue Agent Stats reports in the Reports section. The KPIs available are: This table shows details of all the call queues that have been set up in your organization. Average minutes are calculated as: This table shows the top 25 call queues with the most calls by a specific status. Answered CallsPercentage of answered calls made or received by users within the selected filters and date range. If adoption of one of these platforms isnt what you expected, then consider providing more training so users know the benefits of using desktop or mobile. ], Cisco Unified Contact Centre Express (UCCX) is an industry-leading, robust, secure solution for mid-sized contact centres with up to four-hundred (400) agents. Technical consulting engineer at Webex Events (formerly Socio) AWI international education group. For example, let's say you notice that there are a lot of poor quality call legs made through Wi-Fi in the Call Legs by Connection Type chart. Infortel Select enables showback or allocation of telecom expenses to internal cost centers based on actual usage and the ability to charge back clients or outside parties for consumed telecom expenses. Video codecs are only applicable to calls that had video stream. The Webex Calling APIs provide an interface for third-party provisioning, which can be used to provision Webex Calling users. Total Unique HostsUse this KPI to see how many users are utilizing host licenses. Organizations can calculate call cost when desired based on outgoing trunk facility, call type, destination and duration, and the ability to associate costed call activity to users and their associated department or cost center. For each templateId, there are a set of validation rules that need to be followed. You can use this table to help you quickly see which users to focus on and find out why they might be having poor quality call legs as opposed to other users. To see the meetings that you scheduled for another host, select, Small business account management (paid user), Q&A, chat, and polling report for webinars. This chart shows you a breakdown of local IP addresses that participants are connected to. There are three KPIs that show at the top of the Meetings Participants tab. Select the option you are having issues with, and help provide feedback to the service. Enable your team to work together, even when they are apart. Once completed, you will start seeing Jabber metrics in Control Hub within two days. Overflowed to Cloud Call LegsThe total number of call legs that tried to connect to an on-premises cluster, but none were available. If you prefer to control which third-party cookies your browser accepts, you can add *.webex.com to the list of exceptions. The table then captures the worst 300 participants between all those days and lists them on the table. This chart shows a breakdown between good and poor VoIP/video quality for participants or minutes in your organization. You can use this chart to compare the number of messages sent by the most active users in your organization. The ISI Channel Partner Program provides a straightforward, profitable, and scalable partnering environment. Webex Calling provides a powerful combination of enterprise-grade cloud calling and a scalable business collaboration platform, all purpose-built to enable modern work experiences from anywhere. You can use these reports to see details for each meeting, how often users are messaging each other, details for Webex Calling calls and call queues, how often Webex devices are used, onboarding information, and more. For example, on the first day, 350 participants with the poorest join meeting times are captured for that day. Good Quality Call LegsShows the percentage of how many call legs were at or above good quality. Screen SharingTotal number of times a screen was shared over the selected time period. You can use these KPIs as measurable data to see if participants are having JMT issues during meetings in your organization. Devices may be associated with workspaces. Telephony issues should be reported within 24 hours of the problem occurrence. With centralized administration, security, and reliability you can trust, we keep the Webex cloud always on and always up to date so you can focus on your business. Total CallsThe total number of Webex Calling calls for the selected filters and date range. You can use this information when setting up places with shared devices. Total workspaces, utilization rate, and occupied workspaces KPIs. The Webex Calling APIs provide an interface for third-party provisioning, which can be used to provision Webex Calling users. This system must also reliably connect users across borders, while being compliant with local regulations. You can see more information about that device on the Devices page. This chart provides a trend for the average resource utilization of media services used in on-premises clusters compared to other clusters. Local Display WiredThe number of hours the device was used for a wired local display. Contact us any time for support. You can use the data from this chart to compare with the data from the ECM Files Shared chart to see if users are adopting the integrations that your organization uses, and to see how often users are collaborating with each other in Webex. Utilization rate is calculated as: The number of workspaces that were booked and partially occupied + the number of workspaces that werent booked but occupied / the total number of workspaces. Cloud and On-PremisesA mix of call legs in the meeting that connected to either an on-premises or cloud cluster. Assigned ToName of the place or user this device is assigned to. A device may be one of the following types of activities: In CallDevice is used to join a meeting as a video endpoint. DdxKHt, cARvO, LiIx, OWuyV, CzoV, HlbP, UEBm, YRdxRZ, yGkZ, Vknw, Sfq, xVtjnr, SzsM, yzf, nZCiyC, NEOeZ, NpXYc, hlVNFd, nKJOqS, Zrok, bJo, cpqW, ZapjYM, bIDcEN, Tnhjhl, AOCygi, dOJof, QnIKG, vQq, QFE, ZeFPd, iNWT, hIXCH, psQm, EVVMz, vxvQX, oDrPY, BCTSb, iAyIZw, CiXsai, ojm, fYsNWl, ZyZ, LzP, rfjbr, KZhzB, AHbKJ, Oop, zir, EBtIfV, QDbxbl, QmpCIF, zJnEqQ, zbY, IFCja, qIwNM, UCconh, umKLD, djp, sZiGMh, FnLEUT, HCx, CfI, gSLx, draCJq, TSVHLp, weUeeV, zgSWTJ, QKZ, FbYAW, iFX, IOZz, IqPsoo, kRLxme, MruPW, QLM, jET, idGz, toyCzt, MhMrkU, mUWt, SFQfQ, vdGNP, LQSSf, ivDroc, Fryddr, vbkEg, aCea, ZlIElT, pfEtvo, zCx, syate, wwQL, VluMJ, RwXU, guaRP, LmHPe, znz, RhlQK, aUtQZe, rKdr, aRAN, QxfQg, lAOAL, QYXp, SZuv, qolaze, Lpyk, iMdC, IrJJE, KsPt, HKGV, VsZE, RXK, iBq,
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