00 · Header

T1 · Control Hub and platform

Analytics & Troubleshooting Views

Three different clocks live in Control Hub: 21 days of call troubleshooting, 3 or 13 months of analytics, and 30 days of uploaded client logs. Mixing them up is how a ticket goes looking in the wrong room.

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01 · Executive summary

Five lines, then why it matters

• Webex Calling troubleshooting is Monitoring → Troubleshooting. It keeps 21 days and shows segments, hops, and whether media used the cloud or ICE. [cite:1]
• Path optimization is ICE, PNC, or No optimization. A CSV holds 100 records from the tab you are on. [cite:1]
• Analytics keeps 3 months, or 13 with Pro Pack. From January 27, 2026 you select 3 months at a time even when the longer history is still there. [cite:2]
• The worst-experience table cross-launches into Troubleshooting, still capped at 21 days. [cite:2]
• Client logs are Troubleshooting → Logs, kept 30 days, and only if the user is online. [cite:3]

02 · Architecture map

Three evidence stores

flowchart LR
  Call --> Trouble[Troubleshooting 21d]
  Call --> Analytics
  App[Webex App] --> Logs[Logs 30d]

03 · Core concepts

Search behavior that surprises people

What each page is for

04 · Ecosystem & sister technologies

Glossary, map, sisters, edges

Glossary

Troubleshooting view

The Control Hub place where you search one Webex Calling call, see whether it succeeded, refused, or failed, and open media statistics. [cite:1]

Monitoring path

The article’s click path is Monitoring → Troubleshooting. [cite:1]

21-day window

Troubleshooting shows calls for the past 21 days. Analytics can cross-launch into that same 21-day slice. [cite:1] [cite:2]

Call segment

One piece of a call with its own outcome. A transfer can be several segments. The view is built so you can see which segment failed. [cite:1]

Correlation ID

Groups related calls in the search view. Filters are not available when you searched by phone number or correlation ID. [cite:1]

Hop

A leg of the media path. The article tells you to open hop details to see where quality broke. [cite:1]

ICE

Interactive Connectivity Establishment. One way media stays directly between the users instead of crossing the Webex Calling cloud. [cite:1]

PNC

Private Network Connect. One of the path-optimization values the article lists next to ICE and “No optimization.” [cite:1]

Path optimization

The call-details field. Accepted values in the article: ICE, PNC, or No optimization. [cite:1]

Partial search

Phone number, user name, and device name can be partial. For a phone number, the first digits list candidates. Enter alone searches for an exact match. A pasted number needs the leading +1 for that search to work. [cite:1]

CSV export

Search results or troubleshooting call records, up to 100 records per file, for the tab you are on. [cite:1]

JSON call report

From the call details page, along with participant details as CSV. [cite:1]

Analytics

Historical charts. Standard customers get 3 months. Pro Pack customers get 13 months. Not for billing. [cite:2]

Selectable range

The article says that starting January 27, 2026 a Pro Pack admin can select at most 3 months at a time, while 13 months of history remain. That date is before this Canon pass. re-check the live picker. [cite:2]

Webex App calling history

A separate sentence: Pro Pack has 13 months for calls based in Webex App, and everyone else has 3 months for those calls. Do not paste that sentence onto every Calling report without reading which dashboard you opened. [cite:2]

Calling media quality

A Control Hub dashboard of KPIs and charts by location, IP, media type, connection, codec, endpoint, and phone model. [cite:2]

Worst-experience cross-launch

Clicking a name in Users with worst calling experience opens Troubleshooting for that user’s media sessions in the selected dates, capped at 21 days. [cite:2]

Logs page

Troubleshooting → Logs. Search the user by email and choose Collect logs. [cite:3]

30-day client logs

Uploaded Webex App logs are available for the last 30 days. The user can also send logs from the app. [cite:3]

Offline collection

You cannot collect logs for a user who is offline. They need an active internet connection. [cite:3]

Mind map

mindmap
  root((Control Hub evidence))
    Troubleshooting
    Analytics
    Logs

Sister-technology matrix

Integration map

Cross-platform bridges

Future-integration hooks

• Canon plan: T2-R08 owns Calling CDR detail. This room stops at the screens the two articles actually describe.
• Check the custom role in Control Hub at Users → Admin roles, the same place T1-R01 uses for other permissions. Analytics and troubleshooting toggles vary by role and by when Cisco last edited that permission set.
• The January 27, 2026 picker change is re-check against the live control.

Ecosystem troubleshooting

05 · Flow

From a complaint to a file

06 · Config

Click paths, not a CLI

1. Sign in to Control Hub. Go to Monitoring → Troubleshooting. [cite:1]
2. Search. For a phone number you paste, keep the +1. A short prefix lists candidates. An email opens both a meetings tab and a calling tab. [cite:1]
3. Open the segment. Read the outcome, the hops, and path optimization: ICE, PNC, or No optimization. [cite:1]
4. Export with Export → Download search results (CSV) or Download troubleshooting call records (CSV). Stay on the Webex Calling tab if that is the file you want. The cap is 100 records. The details page can also download a JSON report and a participant CSV. [cite:1]
5. For trends, open Analytics. Standard history is 3 months. Pro Pack history is 13 months. Select at most 3 months in one range after the change dated January 27, 2026. [cite:2]
6. From Users with worst calling experience, click the name to land in Troubleshooting for that range, up to 21 days. [cite:2]
7. For the app itself, go to Troubleshooting → Logs, search the email, and choose Collect logs, then Collect. The user must be online. Uploaded logs last 30 days. [cite:3]

Evidence clocks (cited, not a tenant export)
  Troubleshooting calls:   21 days          Monitoring → Troubleshooting
  CSV:                     100 rows / file  current tab only
  Path optimization:       ICE | PNC | No optimization
  Analytics standard:      3 months
  Analytics Pro Pack:      13 months stored
  Picker after 2026-01-27: 3 months at a time
  Client logs:             30 days          Troubleshooting → Logs
  Collect:                 user must be online

07 · Limits

The clocks

08 · Troubleshooting

Ten misses

09 · Self-question ladder

Twelve rungs

10 · Lab

Look, do not hoard exports

• Goal: find one call and one log path on a lab org, without exporting a customer’s records into a ticket you do not own.
• Prereq: an org where you are allowed to look. History beyond 21 days will not be in Troubleshooting.
• Step 1. Open Monitoring → Troubleshooting and search an email. Expected: meetings and calls on separate tabs.
• Step 2. Open a Calling segment and read path optimization. Expected: ICE, PNC, or No optimization.
• Step 3. Export. Expected: at most 100 rows, and only that tab.
• Step 4. Open Troubleshooting → Logs for a user you can see online. Expected: Collect is offered. If they are offline, expect the article’s refusal.
• Evidence: the segment outcome, the path-optimization value, and whether logs were collectable.
• Break it: select a six-month analytics range in one picker. Recovery: two ranges of three months if the January 2026 rule is live.
• Reflection: which view you would open for a call last Tuesday, and which one for a call last quarter.

11 · Quiz

Twelve questions

12 · Audio

Slots for Studio

13 · Interview

Oral answers

30 seconds. Monitoring → Troubleshooting is 21 days of Webex Calling media sessions: segments, hops, and ICE, PNC, or no path optimization. Analytics is the longer history. Logs are the client.

2 minutes. Search an email and you get two tabs. Export the tab you are on, 100 rows. A pasted number needs +1. Correlation IDs group calls and remove filters. Pro Pack stores 13 months and, since January 27, 2026, you select three months at a time. A standard org has three months total.

30 seconds, logs. Troubleshooting → Logs, by email, Collect. Thirty days. The user has to be online, or they send the logs themselves from the app.

2 minutes, what you will not conclude. An empty troubleshooting search can mean the SIP leg died on the Local Gateway before a media session existed. Analytics is not a bill. A *.my.webex.com site is outside this analytics article.

Draw it. Three boxes: 21 days, 3-or-13 months, 30 days. Put the click path under each.

14 · Citations

1. Troubleshoot Webex Calling calls in Control Hub — help.webex — article frj1efb — help.webex.com article frj1efb — retrieved 2026-10-14. Monitoring → Troubleshooting. 21 days. Segments, hops, ICE versus cloud, path optimization ICE / PNC / No optimization. CSV of 100 records for the current tab. JSON report from the call details page. Partial phone search and the +1 paste note.
2. Analytics for Your Cloud Collaboration Portfolio — help.webex — article n0rlwxe — help.webex.com article n0rlwxe — retrieved 2026-10-14. Standard 3 months, Pro Pack 13 months. From January 27, 2026 the selectable range is 3 months at a time while 13 months of history remain. Calling media quality dashboard. Cross-launch to Troubleshooting, up to 21 days. Calls based in Webex App use the same 13-or-3 split. Not for billing. Not available for *.my.webex.com Webex Online sites.
3. Collect Webex App logs from users in Control Hub — help.webex — article z84p2bb — help.webex.com article z84p2bb — header April 11, 2026, retrieved 2026-10-14. Troubleshooting → Logs. Search by email. Collect logs. Uploaded logs kept 30 days. The user must be online. Users can also send logs from the app.

15 · Re-engineer later

• Open questions: custom-role permission names for these two pages; whether the 3-month picker is what a Pro Pack org shows today.
• Read the live toggles under Users → Admin roles in Control Hub. They vary by role, which is why the picker is re-check.
• Assets missing: screenshots of the three pages, audio.
• Ideas for v1.0: a one-screen “which clock” card on the hub.
• Next review: when n0rlwxe or frj1efb changes a retention number.