Introduction
WXP Collaboration in HP Workforce Experience Platform (WXP) provides insights into audio, video, and presentation quality during calls. It uses call quality data to help you identify performance issues and understand the overall collaboration experience.
This article provides an overview of the enhanced WXP Collaboration quality metrics for real-time and CDR-based monitoring. It also explains Quality (Overall), Quality (Latest), Quality %, Quality History, and Quality Record details.
WXP Collaboration receives real-time quality data from platforms, such as Cisco and Zoom. For platforms, such as Microsoft Teams and Google Meet, quality data is available through call detail records (CDRs).
To access this feature, log in to WXP and click Technology Insights > Monitoring > Datasets > Calls.
Quality Thresholds
WXP Collaboration quality is calculated based on threshold levels of Jitter, Packet Loss, and Latency across audio, video, and presentation channels. These thresholds apply to both real-time and CDR-based monitoring.
Quality (Overall)
View the overall call quality measured across the entire duration of a call. In WXP Collaboration Monitoring, Quality (Overall) is available in the Calls dataset, the Call Details page, and the Calls dataset panel on the dashboard.
Quality (Latest)
View the most recent real-time snapshot of call quality. This metric was previously called Quality (Last Known).
Quality for real-time monitoring
For real-time monitored calls, view the call quality percentage and changes in quality throughout the call.
Quality %
View the percentage of time that a call was in the Good, Fair, Bad, or Unknown quality state.
Quality % is available for all streaming data sources, such as Zoom.
Quality % is also available on the Call Details page with Quality History.
Quality % is calculated by dividing the time spent in each quality state by the total time spent across all quality states. This total might differ slightly from the total call duration.
Calls Dataset showing Quality % values for real time monitoring calls
Quality History
View changes in call quality over time to identify when quality issues occurred during a call.
To view when a quality issue occurred on a call, Click the Details link for that call in the Calls dataset.
By default, the metric charts display plot bands that identify periods with bad quality. To view other quality levels, select the corresponding plot band in the legend at the bottom of the page.
Hover over a value in the Packet Loss, Jitter, or Latency chart to view the quality of that data point. The Quality History chart updates in real time.
Filter the audio, video, and presentation channels using the following options:
Click Send or Receive to enable or disable each item.
Click a channel title, such s Packet loss or Jitter to show or hide that item.
Alt-click a channel title to enable or disable all other channels.
Alt-click Send or Receive to enable or disable all other Send or Receive channels.
Shift-click a channel title to enable or disable all channels.
Shift-click Send or Receive to enable or disable all Send or Receive channels.
Call Details page for real time monitoring
Quality for CDR-based monitoring
For CDR-based monitoring, view the call quality state based on the latest available call quality data.
Quality %
For CDR-based calls, view the Quality % for the Good, Fair, Bad, or Unknown quality state in the Calls dataset.
CDR-based calls, such as Microsoft Teams calls, always display 100% for the applicable overall quality level.
Quality % for CDR-based calls is based on Quality (Latest).
Calls dataset showing Quality % for CDR based calls
Quality Record
View the Quality Record Details page by clicking on the Details link from the Calls Dataset, to quickly see call attributes, caller and callee details, possible issues and remediations.
Details include:
Session, User, and User Agent information
Media Audio, video, and presentation media information for both network and stream data
Average Packet Loss, Latency, Jitter, and Connection Type
Quality Record details page
It is recommended that you run regular quality reports and review the quality alert levels in the Events section. Adjust the alert levels as needed to monitor quality across your UC environment.
Contact Us
For any assistance, email us at support@wxp.hp.com.
For FedRAMP-specific support, email us at fedramp-support@wxp.hp.com