Unified Communications Reporting Template: Build Your Own With This Guide

How to Build the Ultimate Unified Communications Reporting Template

Read this blog first.

After determining your goals and KPIs, SLIDES SHOULD BE THE LAST THING YOU DO, but that doesn’t mean they have to look like you threw them together at the last

minute!

Part 1: Vyopta Sample Presentation

We created some slides using Vyopta’s data. Video is 95% of our communication and we are very data driven, so we use a lot of slides. You should probably use fewer slides.

Part 2: How to Create Your Own

This part is a guide on where and how to get your own data to build a report. There are also a lot of ideas about how to leverage your data in the slide notes.

Part 3: Appendix

You can find alternate templates, slide ideas, and more in here.

How This Document Works

Agenda

1. Executive Summary2. Usage & Adoption3. Security4. Performance5. Resource Efficiency6. Conclusion

Leave with a rough plan to grow video collaboration in the next quarter.

Describe our Usage of Video• What do we use our investments for?• How efficiently do we use our technology?

Highlight Security Issues• SIP Toll Fraud and vulnerable firmware

Describe Performance• Highlight challenges and network impact

Overview of Assets

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Goals for Today GO: Create Yourown Goals

PERFORMANCE Experienced a noticeable level of packet loss or jitter.

Video collaboration has grown over 22% and we are currently on track to invest $350k and expect $867k in savings due to travel avoidance.

35% of endpoints were used <1 per month.

ADOPTION

SECURITY

OVERALL

Overall video usage across all technologies.

5.2% Bad Calls

65%Active

EndpointsEFFICIENCY

95%SIP

Reduction95% less SIP attempts compared to last year.

Executive Summary GO: Create Yourown Summary

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Usage

Adoption Details vs. Last Year

Software has doubled while Hardware is up 57%.Increased software also raises usage of older technologies: win-win!

Software Usage up the most

Overall video calls up 131%

Desktop client has been a hit.Net new usage is up tremendously overall.

Minutes up over 3 million!

Active users (>1/month) up 160%

Beginning to see the impact

of Skype

GO: Create YourAdoption Report

Americas

Europe

Asia

Usage by Region GO: Create Usage Report by Region

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• Majority of meetings still on older Codian MCUs

• Broad mix of other technologies we are testing out

• Skype started in October – growing fast

• Endpoint usage growing overall, mostly in rooms – even though no new endpoints

• Spike in Personal calls in Q3 – may be due to testing

Usage by Technology GO: Create Usage Report

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Security

Security Issues:SIP Toll Fraud

a) 20% of calls attempted are outside actors.

b) We are blocking a new list to cut 95%

Endpoint Firmware Updatesc) 83 devices were susceptible to

published critical vulnerabilities this yeard) All were spotted and fixed within 72

hours of public notice

Security GO: Create Security Report

Performance

Calls connect and end successfully 91% of the time*

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Call Quality is 83.7% Goodo Overall quality improvingo Only 3.6% bad

Video call performance GO: Create Performance Report

Efficiency

Endpoint Utilization

43% of Endpoints are used less than 5% of work week.

Average Endpoint Utilization

*Skype not relevant in 2016 reporting

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Inside the KPIs:• 80% more overall usage now that

Software available to whole company

25/30 Rooms

161/241Total

21/27 Personal

115/185 Software

GO: Create Utilization Report

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Equipment Aging15 Endpoints are EOL – no longer serviced under warranty

Asset Management GO: Create Asset Management Report

• 10 are lightly used and will use them until they expire and build replacement into budget this year

• 5 are heavily used and will be proactively upgraded in Q1

Conclusion & Recommendations

Conclusions & Recommendations

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Improve User Experience

Optimize Investments

• We have alerts in place to catch bad calls before users complain• Alerts and Real Time Monitoring allow us to scale support to many new users

without additional resources• Endpoint monitoring lets us spot room issues before users walk in

• Adoption: More users means $/minute of video goes down = more ROI• Utilization: Repurpose unused devices instead of buying new• Capacity: Many, many confusing new options; we don’t need to invest just yet

To Grow Usage – Let’s Add Skype!

• Adoption is good, but it could be great – especially rooms• Adding Skype/Lync Video collaboration will expand users quickly in a format they

are familiar• We can use Existing Acano/Pexip to bridge to older VC tech seamlessly• We have plenty of capacity to do this at very little cost!

Create your ownConclusion

PART 2:HOW TO CREATE YOUR OWN!

P A R T 2

How to Create Your Own Reports

•Use the “Slide Master” to change global settings like background colors, footers, fonts, font sizes and more

•Check out the end of the presentation in the Appendix for some different slide layouts and ideas that we created yet didn’t use in our presentation

•Make yours short! We have too many slides – we care more about video than the average company

•Copy and paste from vAnalytics is very simple – check out this 1-minute video if you are uncertain.

•Try creating your own theme that way you can keep a constant color theme. Using too many colors can be distracting.

Notes for Creating Slides

1. Make them clear and achievable within the time limits of this meeting. 2. Make them relevant to your audience.

First, you probably want to bring everyone up to speed•I like to use questions as sub-bullets to make it relevant•Remember, people probably don’t think about UC very often

Next, you want to outline actions•E.g., “increase security”, “grow adoption”

TIP: Break it down into subcategories if you have multiple goals or topics to cover (ex. planning, purchasing, adoption)

•Highlight questions that will be answered

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How to Set GoalsHow to Set Goals

PERFORMANCE

ADOPTION

OVERALL

5.2% Bad Calls

65%Active

EndpointsEFFICIENCY

Executive Summary

Quality StatsAlternate stat could be %Calls Successful. Bad Calls is found on the Bridge Participants Quality Panel (look at the %Bad overall).

ROI/Utilization StatEndpoint utilization is an easy metric to use; it can be figured from dividing Active Endpoints by Managed Endpoints – both at the top of the main dashboard. There is also avg %Utilization in the Endpoints tab.Infrastructure utilization is another possible metric, but it can depend on your licensing scheme and be difficult to measure.

Overall UsageI chose video minutes, but you could just as easily use calls or meetings. This is available on the main dashboard of vAnalytics.

It is important to choose a top level metric here that speaks to your audience. I chose collaboration increase and impact on travel, even though that relationship is murky, because our company has used it for years. It might be that you just use overall growth, but it is good to show $$$ in some way.

Go a Level Deeper:● Show the metric over time – could just

be a % indicator of change, or a full graph

● Break the data down for your org - describes where adoption is strongest by BU, region, or department (Your audience could make a connection to financial performance)

Find the Adoption KPI that Speaks to You:

Minutes are a great metric for overall usage because it is difficult to confuse them, but they lack information about productivity.

Calls are good as well, but they lack a reference to productivity as well. Does making a bunch of 1-1 calls really make you more productive than doing things the old way?

Meetings are the best metric, because you know large meetings typically means you are communicating an idea more efficiently than multiple smaller meetings. Also, larger meetings fully utilize all the capabilities of expensive VC platforms.

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How to: Adoption

How to Find it in vAnalytics:You can find most of this information in the

Adoption Tab and the Main Dashboard:Try creating new panels for your key metrics and filter

by your org data (contact us for more help on this)

Utilization is an extension of adoption and involves a few key terms:

Hardware Utilization: the percent of the work week that a hardware endpoint is being used for video calls. Found Here. You can adjust your work week in the settings.

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How To: Utilization

Active Endpoint: An endpoint (hardware or software) that is used at least once during the selected period. This threshold can be adjusted if desired. Found on the Dashboard and Adoption tabs.

However, a breach can be expensive: - Vulnerable devices could be used to disrupt all of your conferencing - Could also overload your bandwidth - SIP Toll Fraud costs $4-7B annually - Break endpoints

Security & risk is relative: - Most video conferencing devices are behind at least some firewall - They usually do not have the ability to issue commands (other than video calls) to the rest of your network

How To: Security

How to find it in vAnalytics:

Go to the Endpoints tab and Inventory Subtab - Make sure you edit columns>Add Vulnerability - Click to sort! - Share (export and download or schedule)

Uncover SIP toll fraud

Go to the Issues Tab and click on “Callee Not Found” as the disconnect reason in the Call Disconnect Panel, or manually select this option in the Call Details Subtab.

Impossible to get a metric that accounts for all these elements today:Use a proxy• Endpoint cost/minutes of use• Travel Avoidance• Assign cost or savings per meeting based

on # of attendees

Set a Threshold - Cost per minute is easy – less used endpoints are less valuable - Limiting Travel forces adoption, but people don’t like it. - Incentivizing meetings can be excellent, but larger meetings are not always better.

1. Video assets are costly. - Endpoints $2K-$250K - Installation, Warranty, Maintenance, and

Licensing not included - Infrastructure can costs more!

2. None of this includes the cost of the network: - Bandwidth - Continuity - Setup

3. And finally...user time is $$ as well! - Time saved can be very difficult to measure.

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How to: Asset Management

1. The purpose is to gauge user experience and network performance

2. They are not perfect, comprehensive measurements for the network or user experience, so use them carefully and make sure to click through any metrics that concern you to look at underlying data.

Where to find performance metrics

Mostly in the Issues Tab – Many different panels to visualize total performance, performance over time, and more.

- Packet Loss

- Call Status (connect or fail)

- Call Connection Reason

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How to: Performance

Examples: - If adoption was low, recommend an

adoption campaign with HR - If that hasn’t worked in the past,

recommend a new technology or employee survey

Performance: - Adding bandwidth to VLAN, changing

QoS Policies to account for increased traffic

Efficiency: - Repurposing unused EP

1. Think back to your Goals slide

2. What did your metrics tell you?

3. Make 3 key value statements• What do you want to be the best at?• Why?• How are you going to get there?

4. You may need to weigh various options on factors of cost, risk, or impact

5. Conclusion could also be “do nothing.”

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How to: Conclusions

The following slides might “Spice Up” the presentation, but they are optional.

APPENDIX

Conduct adoption campaign• Reward top users and ”travel savers”

• Can provide training materials and highlight great stats

Re-allocate unused endpoints•Software licenses move to more active teams

•Hardware endpoints move nearer to highly used conference rooms (when feasible)

Maintain current licensing – no new purchases• Late 2017 may need to phase out old MCU technologies

Suggest a beta program for Huddle Rooms (5 rooms in 3 offices)• Small 2-4 person meeting areas with monitor and camera

• Can be used for work or meeting at low cost (<$1K each)

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Sample 2017 Recommendations

Benefits of Video CollaborationBenefits of Video Collaboration

More users having more video calls AND fewer meetings.

New technologies are replacing old and growing usage overall.

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Inside the KPIs:• Active EP up 160% YoY• 79% Calls through Cisco

Usage Growth

Infrastructure/Licensing Utilization

Predict we will need 50% more capacity by end of 2017

Great news for ROI – we are using most of our resources.

Capacity peaked at 80%Average was 45%

Desktop clients have been a hit!Concurrent participation is peak of 75 participants (Only happened twice for brief periods)

Total Participants up 135%!

Total Meetings up 89%135

Active VMRs

546Large Meetings*

141.1kParticipants

Infrastructure/Licensing Utilization

Infrastructure Utilization reflects how much of your licensing, bridging, and gateway you are using. It can be measured many different ways by different technologies, so make sure you understand it before presenting it.

Peak: The maximum percent of capacity used by any device over the desired period. Found on any chart in the Capacity tab.

Average Capacity: Must be derived from each chart in the capacity tab by exporting the page using the Share button at the top. In Excel, you can add an average, linear trend line to the panel.

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How To: Infrastructure Utilization

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Total Participants by Quarter

Minutes by Endpoint Type Calls by Protocol

Minutes by Infrastructure Tech

Use of new infrastructure

(TPS) up

Room endpoints

way up

Launch of Skype

Usage by Technology

Logo Here

Video collaboration is up 22% At an average of $1000 per trip

that means…

Does VideoReplace Travel?

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Conservative Math:

10 video meetings = 1 trip(8,671 meetings / 10) * $1,000 =

$867,100 in business travel savings&

Saved an additional $190K this year

…but meetings don’t just replace travel

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Quote from an executive about a great support experience!

Chief Complainer

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Quote from a user about an experience with the technology – can be good or bad.

Firstname LastnameJob title

39

Quote from an executive about a great support

experience!

{Insert Report Date Range} {Insert Logo Here}40

Quote from a user about improvement in the

technology (get one if you can)!