The Zoom Contact Center quality of service dashboard allows you to see the overall quality of voice or video engagements.

For voice engagements, the dashboard uses Mean Opinion Score (MOS) as the main measurement to report on voice quality. MOS measures voice quality on a scale of 1 to 5. A score of 1 indicates unacceptable voice quality for all users. A score of 5 is the best voice quality, equivalent to speaking directly into a person's ear.

The dashboard uses a MOS of 3.5 as a general baseline to categorize calls. A MOS greater than or equal to 3.5 means good quality, while below 3.5 means poor quality.

This article covers:

• How to view the Zoom Contact Center quality of service dashboard
  • Voice Calls tab
  • Video Calls tab

Prerequisites for viewing the Zoom Contact Center quality of service dashboard

• Account owner or admin privileges; or relevant role/privilege
• Pro, Business, or Education account
• Zoom Contact Center license

How to view the Zoom Contact Center quality of service dashboard

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Dashboard.
3. Hover over the ellipses icon , then click Contact Center.
4. Click the Voice Calls or Video Calls tab.
5. (Optional) To change the period, click the date range in the top-left corner and select the start and end dates.
6. (Optional) Use the search box to search for a specific agent, queue, or engagement.
   Tip: To search a specific engagement, use the engagement log to locate and copy the engagement ID then search that engagement ID in the dashboard.
   You will see the following data: 

Voice Calls tab 

Note: Refer to the meeting statistics and network requirements articles for more information on recommended system and network requirements.

• • Inbound Calls section: The average MOS for inbound voice engagements during the specified time period. Click Drill In to see data for specific engagements with a bad MOS.
  • Outbound Calls section: The average MOS for outbound voice engagements during the specified time period. Click Drill In to see data for specific engagements with a bad MOS.
  • Avg. MOS and Volume graph: 
    • The line graph shows the the change in the average MOS for each day in the specified time period. It correlates to the right-side y-axis.
    • The bar graph shows the number of good and bad quality calls each day during the specified time period. It correlates to the left-side x-axis.
  • Usage Data section: Call quality based on device (Zoom desktop client platform) or voice codec. Hover over the data for more details on each segment.
  • Agent Area Quality table: Call quality based on agents' location. Click Drill in to see specific engagement for the location.
  • Bad Quality Calls table: Specific engagements that have a bad MOS. Click Details to see more details about the engagement and network information.

Video Calls tab

Note: Refer to the meeting statistics and network requirements articles for more information on recommended system and network requirements.

• Overall section: The number of total and bad MOS video engagements.
• Avg. Latency and Jitter graph: 
  
  • The line graph shows the the change in the average latency and jitter for each day in the specified time period. It correlates to the right-side y-axis.
  • The bar graph shows the number of good and bad quality calls each day during the specified time period. It correlates to the left-side x-axis.
• Packet Loss (Avg. / Max.) graph: The change in the average and max packet loss for each day in the specified time period.
• Bad quality video calls table: Specific engagements that have a bad MOS. Click Details to see more details about the engagement and network information.

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