Viewing the Zoom Phone quality of service dashboard

In the quality of service dashboard, you can see how voice calls are performing across all extensions (phone users, common area phones, call queues, auto receptionists, or Zoom Rooms).

MOS is the main indicator of voice quality used in the dashboard. Based on a 1 to 5 scale, 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. High MOS indicates good quality, while low MOS indicates poor quality.

Here are some more details about Zoom Phone:

This article covers:

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

Prerequisites for viewing the quality of service dashboard

  • Accounts for businesses or educational institutions
  • Ownership or admin privileges on an account
  • Licensed Zoom Phone

How to view 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 sign in.
  2. Click Dashboard from the navigation menu.
  3. The Quality of Service tab can be found under the Zoom Phone tab.
  4. Select the start and end dates in the top-left corner to change the period.
  5. (Optional) Select a site from the Site field if you have multiple sites.
    The following data will be displayed:

Percentage of good quality calls and average quality over time

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

  • To filter data by site, click the drop-down menu next to the site drop-down menu if you have multiple sites.
  • The pie chart on the left side of the screen shows a percentage of calls that were of good quality (blue) over those that were of bad quality (red).
  • There is a line graph that shows the change in percentage throughout the selected time period in the percentage of calls that are of good and bad quality. Whenever there is a volume of calls during the selected period, the graph will display a circle. Otherwise, the chart will display a line indicating 100% call quality when there is no call volume during the selected period.
  • As you can see from the bar graph, it shows the number of calls that were good or bad in the selected time period per hour.

Call quality by device, codec, ISP and network

  • A multi-layer pie chart showing the call quality in each category (the device, the voice codec, the Internet Service Provider, and the network) is shown below. For an overview of the call quality of a specific device type, follow these steps:
    • If you click on the down arrow to the right of Device (All), you can choose 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 bad quality calls (red) for each of the sub-categories of the chart.
  • To find out more about each segment of the pie chart, simply hover your cursor over it.

Bad quality calls

A list of the 10 worst calls during the selected time period can be found at the bottom of the Overall section.

How to view call quality

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

  1. Access the Zoom web portal by signing in.
  2. Click Dashboard, then Zoom Phone in the navigation menu.
  3. Select the Calls tab under the Quality of Service tab.
  4. Alternatively, click on Active Calls or Past Calls.
    Calls from the past:

    • The start and end dates can be changed by clicking the date range.
      Information to be selected:
    • Phone 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 (All).
    • Site: Choose all or a specific site.

    Select the following for Active Calls:

    • Phone 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, follow these steps:

  1. Zoom’s web portal can be accessed by signing in.
  2. Go to Dashboard and click Zoom Phone under the navigation menu.
  3. Afterwards, click on the Extensions tab.
  4. You can select different types of extensions.
  5. Click the name of the phone user in the text box to display their data.
  6. The date range can be changed by selecting the start and end dates in the top-left corner and then clicking on the calendar icon.
    In the table below, you will find the following information:
  • From and To: Identify the caller ID number of the originating caller (From) and the caller ID number of the intended recipient (To).
    Note: When you view the phone number associated with a phone user, you will see the extension number of that user if it is an internal phone number. A phone number’s extension number will still be displayed on the phone screen if the number is a direct call from that phone user’s cellphone.
  • Direction: Inbound and outbound calls are indicated by whether they were inbound or outbound.
  • MOS: Based on the mean opinion score (MOS), the quality of the call can be summed up as the overall quality of the call.
  • More: The details of the phone call will be displayed in a detailed form. The definitions and recommended ranges for these statistics can be found here.
    • Inbound calls: In the left-hand table, you can see statistics about the network of the external party. There is a table on the right side of the page displaying statistics for the account of the internal phone user.
    • Outbound calls: An internal phone user’s network statistics are displayed in the left-side table. Network statistics are displayed on the right side of the table.