Diagnose user experience issues | Webex Control Hub

Introduction

This tutorial will guide you through diagnosing user experience issues using the Cisco Webex Control Hub. The Control Hub provides real-time reporting and live meeting statistics that help administrators understand user interactions during video conferencing. By following these steps, you can effectively assess setups and troubleshoot technical problems.

Step 1: Access the Webex Control Hub

• Open your web browser and navigate to the Cisco Webex Control Hub website.
• Log in with your administrator credentials.
• Familiarize yourself with the dashboard interface, which provides various options for monitoring user activity and meeting statistics.

Step 2: Review Meeting Statistics

• In the Control Hub, locate the 'Meetings' section.
• Select 'Meeting Statistics' to view key metrics such as:
  • Number of participants
  • Connection quality
  • Meeting duration
• Analyze these statistics to identify any unusual trends or issues.

Step 3: Utilize Real-Time Reporting

• Click on the 'Real-Time Reports' option.
• Choose the specific meeting or user you want to analyze.
• Focus on metrics like:
  • Video quality (resolution, frame rate)
  • Audio quality (latency, jitter)
• Take note of any areas where the metrics fall below expected levels.

Step 4: Diagnose Technical Issues

• If you notice problems in the statistics, dig deeper:
  • Check for common issues like network stability or hardware limitations.
  • Ensure that users have the latest version of the Webex application installed.
• Use the 'Troubleshooting' tools available in the Control Hub for guidance on resolving specific issues.

Step 5: Gather User Feedback

• Encourage users to report their experiences during meetings.
• Implement surveys after meetings to collect feedback on:
  • Audio and video quality
  • Overall user satisfaction
• Analyze this feedback alongside the data from the Control Hub for a comprehensive view of user experience.

Conclusion

By utilizing the Cisco Webex Control Hub effectively, you can diagnose user experience issues in video conferencing. Remember to access the Control Hub, review meeting statistics, utilize real-time reporting, diagnose technical issues, and gather user feedback. This process will help you understand and improve the user experience, ensuring smoother and more productive meetings. For further exploration, consider diving into additional features of the Webex Control Hub or attending Webex training sessions for in-depth learning.