Viewing the Zoom Phone Quality of Service dashboard

In the Quality of Service dashboard, you can see how voice calls are being performed across all extensions (phone users, common area phones, call queues, car receptionists or Zoom Rooms).

MOS is the main voice quality indicator used in the dashboard. Based on a scale of 1 to 5, MOS measures voice quality. An unacceptable voice quality score is 1 for all users. The best voice quality is 5; this is equivalent to speaking directly into a person’s ear.

The dashboard categorizes calls based on MOS 3.5. A high MOS indicates good quality, while a low MOS indicates poor quality.

Here are some more details about Zoom Phone:

This article covers:

• How to view the overall quality of service
  • Percentage of good quality and average quality calls over time
  • Call quality by device, codec, ISP and network
  • Poor quality calls
• How to view call quality data
• How to view call quality data for a specific extension or call

Requirements for viewing the Quality of Service dashboard

• Business or educational accounts
• Ownership or administrative privileges for an account
• Licensed Zoom phone

How to view the overall quality of service

Zoom Phone calls can be viewed in terms of overall call quality.

1. Zoom’s web portal is available when you log in.
2. In the navigation menu, click Dashboard.
3. The Quality of Service tab is located under the Zoom Phone tab.
4. Select the start and end dates in the upper left corner to change the period.
5. (Optional) Select a site from the Site field if you have multiple sites.
   The following data is displayed:

Percentage of good quality and average quality calls over time

This feature allows you to view the overall quality of calls made by Zoom Phone during a selected time period at the top of the Overall tab:

• To filter data by website, click the dropdown menu next to the website dropdown menu if you have multiple websites.
• The pie chart on the left side of the screen shows a percentage of good quality calls (blue) versus poor quality calls (red).
• There is a line chart showing the percentage change in the percentage of good and bad quality calls over the selected time period. Whenever there is a high volume of calls during the selected time period, the graph will show a circle. Otherwise, the graph displays a line indicating 100% call quality when there is no call volume during the selected time period.
• As you can see from the bar chart, it shows the number of calls that were good or bad per hour in the selected time period.

Call quality by device, codec, ISP and network

• A layered pie chart showing the call quality in each category (the device, the voice codec, the internet service provider and the network) is shown below. To get an overview of the call quality of a specific device type, do the following:
  • If you click the down arrow to the right of Device (All) you can select IP Phone, Native Application, or Virtual Desktop.
• In the inner layer of the structure, each category is further broken down into subcategories. This outer layer of the chart shows the percentage of good quality calls (blue) and poor quality calls (red) for each of the chart’s subcategories.
• To learn more about each slice of the pie chart, just hover over it.

Poor quality calls

See the bottom of the Overall section for a list of the 10 worst calls during the selected time period.

How to view call quality

Call quality data can be viewed for all incoming and outgoing calls.

1. Access the Zoom web portal by logging in.
2. In the navigation menu, click Dashboard and then click Zoom Phone.
3. Select the Calls tab under the Quality of Service tab.
4. Alternatively, click Active Calls or Past Calls.
   Calls from the past:
   • The start and end date can be changed by clicking on the date range.
     Information to select:
   • Telephone number or extension number: For example, enter 1617777555 without the + in E.164 format.
   • Direction: Choose either Inbound or Outbound.
   • MOS Score: Choose either a good or bad MOS score.
   • Device: If you want a native application, IP phone or VDI, select Device (Any).
   • Site: Select all or a specific site.

   Select the following for Active Calls:

   • Telephone number or extension number: Example: 1617777555 in E.164 format without the +.
   • Direction: Choose either inbound or outbound.
   • Site: Sites can be selected as a whole or individually.

How to view call quality data for a specific extension or call

For a specific phone user’s call quality data, do the following:

1. You can access the Zoom web portal by logging in.
2. Go to the Dashboard and click Zoom Phone in the navigation menu.
3. Then click on the Extensions tab.
4. You can choose different types of extensions.
5. Click the phone user’s name in the text box to view their information.
6. The date range can be changed by selecting the start and end dates in the top left corner and then clicking the calendar icon.
   The table below provides the following information:

• From and To: Identify the original caller’s caller ID number (From) and the intended recipient’s caller ID number (To).
  Note: When you view the phone number associated with a phone user, you will see that user’s extension number if it is an internal phone number. A phone number’s extension number is still displayed on the phone screen if the number is a direct call from that phone user’s mobile phone.
• Direction: Incoming and outgoing calls are indicated by whether they are incoming or outgoing calls.
• MOS: Based on the Mean Opinion Score (MOS), the call quality can be summarized as the overall quality of the call.
• More: The details of the call are displayed in more detail. The definitions and recommended ranges for these statistics can be found here.
  • Incoming calls: The table on the left shows statistics about the external subscriber’s network. On the right side of the page is a table with statistics for the internal phone user’s account.
  • Outgoing Calls: An internal phone user’s network statistics are displayed in the left table. Network statistics are displayed on the right side of the table.

frequently asked Questions

How do I check the quality of my Zoom call?

To test your audio, click the arrow next to the audio/mute icon in the Zoom window and select “Test Speakers & Mic”. Once the prompts appear, answer yes or no to confirm your audio is properly connected. If you want to use a microphone and speaker, select the appropriate option. Depending on your computer, the microphone or speaker may be set to a lower quality by default.

How can I view the Zoom dashboard?

You can access the Zoom web portal by logging into the Zoom web portal. You can access the dashboard by clicking the Dashboard link in the navigation pane. The Meetings tab is located in the top left corner of the dashboard screen. It is also possible to access the historical data of past meetings by clicking Past Meetings (optional).

Where is the phone system administration in Zoom?

Log in to Zoom’s web portal by entering your username and password. From the navigation menu, click Phone System Management, and then click the Users & Rooms link.

Who can see the Zoom dashboard?

4. A list of who has access to the dashboard and reports. Zoom Business and Education customers can access the Zoom dashboard through their Zoom account. All paid accounts, including Pro accounts, have access to reports, while all free accounts do not.

What two tabs are listed at the top of the Zoom dashboard?

A list of Zoom Rooms is displayed at the top of Zoom Rooms tab, as welll as a list of Zoom Rooms with critical or warning level issues at the bottom of the Zoom Rooms tab. In addition to these stats, you will also find the search box where you can type the name of a Zoom room to search for it.

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