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      • 17 Jun 2025
      • 11 Minutes to read
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      Contents

      Historic

      • Updated on 17 Jun 2025
      • 11 Minutes to read
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      Article summary

      When you click the CALL DETAILS tab and select Historic, you see the following two tabs:

      • Call Details
      • Quality Details   

      QUALITY DETAILS TAB

      This tab provides additional quality details about the session data presented in Call Details. It also consists of the following sections:

      • Filters
      • Sessions
      • Quality
      • Session List

      For descriptions and other information on the data in these sections, see Call Details.


      CALL DETAILS TAB

      Click the Call Details tab to view session data in the following sections:

      • Filters
      • Sessions
      • Quality
      • Session List

      FILTERS

      You can view specific data using the filters at the top of the page, which are applied to all sections within the CALL DETAILS tab.

      Core Filters

      These core filters are described in the following table:  

      Filter

      Use

      Time Period (1)

      View data for a certain time period:  

      • Hour
      • Day (default)
      • 7 Days (week)
      • 30 Days (month)
      • Custom (specify a custom date range)

      This filter applies to all sections on this page.

      Modality (2)

      View a specific modality type:  

      • App Sharing
      • Audio
      • Device Metrics
      • Video
      • Unknown

      Corporate Location (3)

      Click in the Search field and start entering characters to populate the list of locations. Select one or more locations to include in the call detail data.

      You can also use the Search field to search for a particular location; then select it.

      Session Type (4)

      Select one or more of the following session types to filter session data:

      • Conference
      • Conference Session
      • Peer to Peer
      • Peer to Peer (Multimedia)
      • PSTN/External
      • Webinar
      • Webinar Session

      Quality (5)

      Select one or more of the following to filter session data based on quality:

      • Good (No issues caused)
      • Partially Good (25-50%)
      • Partially Good (50-75%)
      • Partially Good (75-100%)
      • Poor
      • Unknown

      Platform (6)

      Select one or more platforms to filter session data by platform, such as AirPhone, Amazon Connect, Avaya, Cisco, etc.

      Duration (7)

      Select one of the following durations to filter session data:

      • All
      • All (non-zero duration)
      • More than 24 hours
      • Set a duration of up to 24 hours

      Nectar Score (8)

      Select one or more of the following Nectar scores to filter session data based on score:

      • Good (80-100%)
      • Average (60-80%)
      • Poor (0-60%)
      • Unknown

      Insights (9)

      Select one or more of the following insights (session history) to filter session data:

      • Voicemail
      • High packet loss
      • High jitter
      • High roundtrip delay
      • Normal session

      Server/Data Center (10)

      Select one or more of the server/data centers to filter session data.

      Jabra Score (11)

      Select one or more of the following to filter session data by score:

      • Good (75-100%)
      • Average (50-75%)
      • Poor (0-50%)
      • Unknown
      • To automatically update the call details, select the Auto update check box. (12)

      Note:
      Auto update is only available for these time periods: Hour, Day, Yesterday.
      • To reset the filters to the default values, click RESET FILTER. (13)

      Advanced Filters

      • To view additional filters, click Advanced Filters in the lower-left corner; then toggle the additionally desired filters.
      • These filters are described in the following table. Select the check box to filter the call session details based on the selected filter(s). Click Apply. 

      Filter

      Description

      Client Version

      Select one or more of the listed client version(s) installed on the device to view specific session data.

      Codec

      Select one or more of the listed devices for encoding/ decoding a digital data stream or signal linked to all participants to filter session data. (This is only valid for some platforms.)

      Conference participants number

      Select one of the following options to view session data for conferences with the selected number of participants:

      • Any
      • More than 100
      • Participant number range (up to 100) - If selected, a range slider bar shows where you can adjust the number of participants (between 0 and 100).  

      Device

      Click in the Search field and start entering characters to populate the list of devices. Select one or more devices to include in the call detail data.

      You can also use the Search field to search for a particular device; then select it.

      Ext. Connection Type

      Select one or more of the connection types used to connect to the Internet, such as Wireless or Cable, to filter the session data.

      Ext. Location City

      Click in the Search field and start entering characters to populate the list of cities. Select one or more cities to include in the call detail data.

      You can also use the Search field to search for a particular city; then select it.

      Ext. Location Country

      Click in the Search field and start entering characters to populate the list of countries. Select one or more countries to include in the call detail data.

      You can also use the Search field to search for a particular country; then select it.

      IP Address

      Click in the Search field and start entering characters to populate the list of IP addresses. Select one or more IP addresses to include in the call detail data.

      You can also use the Search field to search for a particular IP address; then select it.

      ISP

      Click in the Search field and start entering characters to populate the list of Internet Service Providers (ISPs). Select one or more ISPs to include in the call detail data.

      You can also use the Search field to search for a particular ISP; then select it.

      Network Type

      Select one or more network types to filter the session data.

      Conference Organizer/Room

      Click in the Search field and start entering characters to populate the list of conference organizers. Select one or more conference organizers to include in the call detail data.

      You can also use the Search field to search for a particular conference organizer and select it.

      Protocol

      Select one or more of the following methods to filter data by how it is sent across the Internet.

      • Transmission Control Protocol (TCP)
      • User Datagram Protocol (UDP)
      • Unknown

      User Feedback

      Select from the following to view session data by the user feedback:

      • No Rating
      • Stars 1, 2, 3, 4, and/or 5

      Response Code

      Select one or more signaling and controlling multimedia communication sessions to filter session data in applications of the Internet telephony for voice and video calls. (This is only valid for some platforms.)

      Session Scenario

      Select one or more of the following scenario types to filter session data:

      • External (not part of the company's network)
      • External-Federated
      • External-Internal
      • Federated (within the domain of another company)
      • Federated-Internal
      • Internal (within the company)
      • Internal-External
      • Internal-Federated
      • Unknown

      Users/Endpoints

      Click in the Search field and start entering characters to populate the list of users/endpoints. Select one or more users/endpoints to include in the call detail data.

      You can also use the Search field to search for a particular user/endpoint; then select it.

      VPN

      Select one or more of the following to filter session data by VPN connection, if applicable:

      • All
      • No
      • Unknown
      • Yes

      Select All

      Selects all filters.

      Deselect All

      Deselect all filters.

      Rules Builder

      • Use the Rules Builder to build custom logic for each filter type, allowing an even greater level of granularity.
      • Add Rule will insert another filter to the current group
      • Add Group will create a different logical path to the current group, with a configurable And-Or relationship to the current group

      SESSIONS

      The Sessions histogram shows a graphical representation of the applied filters, including the total number of sessions and total sessions by Nectar score.

      • The histogram is updated based on the selected time period.

      • If you hover over a bar, you can see the total number of sessions and total calls by Nectar score for that day.

      • If you hover over the percentage under the bar, you see the data and average Nectar score for the bar graph.

      QUALITY

      The Quality section shows the quality statistics for the sessions for the selected modality type (such as Audio or Video) based on the applied filters.

      Audio

      The Audio modality type is always set by default. Statistics are categorized by the following session types:

      • Peer-to-Peer - View peer-to-peer session data (see Session).
      • PSTN/External - View public switched telephone network (PSTN) session data (see Session).
      • Conference - View conference session data (see Conference).

      Each session type has its own metrics representing the trending information over the selected time period. Audio provides the following information:

      • Number of Streams - For a given window of time, not a session - Each session contains two streams - A to B and B to A.
      • Average jitter - View the average jitter buffer in milliseconds.
      • Average round trip delay - For a session within a given window of time.
      • Average packet loss % - View the percentage of packets that are lost in a given window of time.
      • Average Nectar Score % - View the average call quality percentage score for sessions.

      Video

      The Video modality type is categorized by:

      • Peer-to-Peer - View peer-to-peer session data (see Session).
      • Conference - View conference session data (see Conference).
      • Webinar - View the webinar session data (see Session).

      Video provides the following information:

      • Number of Streams - For a given window of time, not a session - Each session contains two streams - A to B and B to A.
      • Average jitter - View the average jitter buffer in milliseconds.
      • Average round trip delay - For a session within a given window of time.
      • Average packet loss - View the percentage of packets that are lost in a given window of time.
      • Average Nectar Score % - View the average call quality percentage score for sessions.

      SESSION LIST

      The Session List shows all sessions based on the selected time period and data filters.  

      • To view all available columns that can appear in the list, click the Columns button in the upper-right corner. Click the check boxes of the columns you want to use.  
      • You can also select how many sessions to view per page using the Show list.

      • To adjust the Start time, click the drop-down and specify the particular hour and minute using the slider or manually click the clock or calendar icons; then click Select. The session data updates for the new time period.

      • When you click on a session, it will take you to one of the following pages for more detailed session information. The session type (such as Conference, Audio, Device Metrics, External, and Peer To Peer) also determines which page opens:
        • Conference
        • Session
        • Multimedia

      SPECIFIC SESSIONS

      Types of Sessions

      There are 8 different sessions in DXP. These can be filtered using the Session Type filter.

      Session TypeDescription
      ConferenceA multi-party call in the same session. See below for a full explanation.
      Conference SessionA segment of a larger conference call.
      Conversation JourneyShows all the IVR, routing, queuing and agent sessions that a contact center call interacted with throughout the lifetime of the call.
      Peer To PeerAn internal call between two users.
      Peer To Peer (Multimedia)An internal call with multiple media streams such as video, audio, and app sharing.
      PSTN/ExternalAn external call that connects to Public Switched Telephone Network (PSTN) or other external systems. 
      WebinarA broadcast-style session with a host and many participants.
      Webinar SessionA segment of a larger Webinar.

      Conference

      When you click on a session in the Session List with a modality of Conference, Video, Audio, and/or App Sharing, the Conference page opens. It provides additional detail about the session(s) in the selected conference:


      (1) User/Organizer - Provides information about the person who organized the conference, including name, photo (if available), email address, phone number, URI, and address.

      (2) Teams Conference details - Provides details about the specified conference. You can view the main conference details: quality summary (poor, average, good, or unknown), number of participants, conference location, start/end time, and conference duration (hh:mm:ss format). The session will be classified using the following:

      • Poor - highlighted red
      • Average - highlighted yellow
      • Good - highlighted green
      • Unknown - highlighted grey

      (3) Insights - Provides call quality information.

      (4) All Participants - Shows the names of each individual who participated in the conference, along with the average Nectar score next to it.

      • Click on a participant in the list to see their participation in the conference in the Sessions panel.
      • If needed, you can click on a participant's name and be taken to the USERS tab for more information.

      (5) Sessions - Provides a graphical timeline that shows all sessions associated with this conference.

      • It shows when participants joined and left the conference.
      • The timeline provides the duration of each session.
      • The session type is displayed in the form of an icon to the left of the participant’s name to specify the audio, video, app share, or unknown modality.
      • When you hover over a session, you get a pop-up with the date and time that the session started and ended as well as the Nectar score for the session.
      • You can click on a session in the timeline to go to the Session page for more information.


      SESSION PAGE

      When you click on a session in the Session List with a modality, such as Device Metrics or Audio, the Session page opens. It provides additional detail about the session and device, with two tabs:

      • Overview
      • Advanced

      Overview Tab (Session Page)

      On the Overview tab, you can view session data based on the session modality.


      • (1) Nectar Score - Provides call session details. 
      • (2) Call Details - Provides the date, start time, end time, and duration of call.  
      • (3) Insights - Provides observations and recommendations recognized by DXP.
      • (4) Caller - Provides the details on the user who initiated the call such as their personal details, Nectar Score, network type, server connection, devices, location, and an overview of their Session Alerts
      • (5) Recipient - Provides the details on the user who received the call such as their personal details, Nectar Score, network type, server connection, devices, location, and an overview of their Session Alerts
      • (6) - Depending on the type of session, the data displayed in this section can be different. The next section will provide a guide to the different widgets that can appear:

      • Health Domains - Provides two drop-downs, Endpoint and Network.
        • Endpoint - This section shows if the headset and computer metrics received are good or not. For Teams, limited headset and computer metrics are received. This notifies if the CPU is having issues.  
        • Network - This section shows basic information about the network connection. The icons on either side denote if its a PC/laptop versus a phone. The second icon denotes the connection type. This particular example shows a wired connection). The two GOOD labels show the overall quality of the network data streams in both directions.
      • Session UCD Details - Provides diagnostic details. To access, click the Configure UCD Now button, which takes you to Nectar Diagnostics Configuration. 
      • Sessions - Available for P2P Multimedia sessions, breaks down the Nectar score for each media type.

      • Conversation Timeline - Available for Conversation Journey, shows the steps in a call's path and the corresponding Nectar Score and MOS for each leg of the journey,

      • Session Diagnostics - Provides two drop-downs, Related Tests and Nectar Diagnostics.
        • Nectar Diagnostics - View a list of sessions related to the audio call.
        • Related Tests - View any related diagnostics tests (all tests or failed tests), can be filtered to view only failed tests.

      Advanced Tab (Session Page)

      The Advanced tab provides additional Session data using one or more drop-downs that can be accessed. The number of drop-downs and data is determined by the selected session modality on the Overview tab.  

      The following example shows the available data for an Audio session. Click on a dropdown to see the session data.  


      Additionally, the following two check boxes are available on the Advanced tab:


      • Show all rows - View all rows of data for each drop-down. If not selected, some data is hidden.
      • Show only exceeded thresholds - View any session data that has exceeded thresholds and needs troubleshooting.
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