Analytics for Your Cloud Collaboration Portfolio

Publisher

Cisco Systems, Inc. (help.webex.com)

URL

https://help.webex.com/en-us/article/n0rlwxe/Analytics-for-Your-Cloud-Collaboration-Portfolio

Published

2026-05-07

Updated

unknown

Accessed

2026-09-16

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Auto-Attendant analytics report total calls received, average duration, percentage answered, unanswered calls and busiest time. in context
• Webex Calling analytics are viewed in Control Hub under Analytics, by selecting the Calling data. in context
• A single Webex Calling call can have several call legs depending on its participants, and each call leg can have one, several or no media sessions. in context
• An analytics chart or list is exported from its More button as PDF, PNG or CSV, and the formats offered depend on whether it is a graph or a list. in context
• Control Hub analytics data other than Meetings is batch-processed daily and made available within 24 hours, with metrics available by 1:00 PM GMT the next day. in context
• The Calling analytics in Control Hub are organised into Media Quality, Call Queue, Detailed Call History, Auto-Attendant and Hunt Group sections. in context
• The Detailed Call History section shows individual call records for the selected filters and date range, with five KPIs: Total Calls, External Calls, Answered Calls, Calls in Busiest Location and Webex Calling Active Users. in context
• Calling analytics hold data for calls involving Webex Calling desk phones, the desktop and mobile Webex App, the Webex Calling App and Cisco Room Series devices. in context
• Control Hub Calling analytics do not capture data for calls based in Cisco Unified Communications Manager, Cisco Dedicated Instance or Webex Cloud-Connected UC. in context
• In Calling Media Quality analytics, a media session counts as good if both its audio and video streams had jitter below 150 ms, latency below 400 ms and packet loss below 5%. in context
• With Pro Pack, Control Hub Calling analytics give access to 13 months of historical data. in context
• Without Pro Pack, Control Hub Calling analytics give access to 3 months of historical data. in context
• Hunt Group analytics track answered, unanswered and abandoned calls, and report 90th-percentile handle, wait and talk time. in context
• The Call Queue analytics have both live and historical views, and data for the live queue stats section is collected every 30 seconds. in context
• Starting January 27, 2026, the maximum date range selectable at once in Control Hub Analytics is 3 months, while 13 months of historical data remain accessible across multiple queries. in context
• Calling media quality analytics can be filtered by media session quality, location, local IP address, media, connection, endpoint and device type, audio and video codec, and user name or email address. in context
• The Media Quality section reports Total calls (all Webex Calling calls) and Calls with media (calls that had one or more media sessions) as KPIs. in context
• Call Queue analytics report metrics that include total answered calls, abandoned calls, percentage abandoned, average wait time, agent handle time and bounced calls. in context
• A full administrator, read-only administrator or support administrator of the organization can view Control Hub analytics. in context
• Call queue analytics defines abandoned calls as calls where the caller hung up or left a message before an agent became available. in context
• Call queue analytics includes agent charts such as agents handling calls versus agents assigned and top 25 agents by answered and bounced calls. in context
• In Control Hub call queue analytics, Bounced Calls counts calls presented to an agent but not answered, and calls declined by an agent are not counted as bounced. in context
• Control Hub call queue analytics shows four headline KPIs: total answered calls, total abandoned calls, percentage of abandoned calls and average wait time. in context
• Webex Calling analytics data, including call queue analytics, is batch processed daily and available by 1:00 PM GMT the next day. in context
• Analytics gives standard customers 3 months of data and Pro Pack customers 13 months; since 27 January 2026 Pro Pack users can select only 3 months at a time. in context
• Control Hub Analytics is available to full administrators, read-only administrators and support administrators. in context
• An agent-declined call may count as a bounce for Customer Assist status handling but not in the analytics Bounced Calls metric, so bounce counts in analytics can understate the events that set agents Unavailable. inferred in context
• Control Hub analytics holds 13 months of historical data for calls based in Webex App where the organisation has Pro Pack and 3 months where it does not. in context
• The Calling Media Quality dashboard filters by media session quality, location and local IP address, media connection endpoint and device types, audio and video codecs and time distribution, and Cisco states that the location filter applies only to call-level quality indicators. in context
• Cisco states that Control Hub analytics keeps historical data for calls involving Webex Calling desk phones, the desktop and mobile Webex App, the Webex Calling App and Cisco Room Series devices, and that data is not captured for calls based in Cisco Unified Communications Manager, Cisco Dedicated Instance or Cisco Webex Cloud-Connected UC. in context
• Media quality data for Webex Calling is not obtainable programmatically from either documented surface: the Detailed Call History API returns no quality field, and the analytics article offers a historical metrics API to Pro Pack customers for messaging and devices data while naming no API in its Webex Calling or Media Quality sections. inferred in context

Cite this source record

APA

WarmTransfer. (2026, May 7). Analytics for Your Cloud Collaboration Portfolio. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-n0rlwxe-analytics-portfolio

BibTeX

@misc{warmtransfer-cisco-help-n0rlwxe-analytics-portfolio,
  title  = {Analytics for Your Cloud Collaboration Portfolio},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-n0rlwxe-analytics-portfolio},
  note   = {Cisco Systems, Inc. (help.webex.com), accessed 2026-09-16}
}