Using meeting quality scores and network alerts

Account owners and admins can enable meeting quality scores and network alerts on the Dashboard for meetings and webinars. 

The quality score of the meeting is based on the Mean Opinion Score (MOS) which ranges from 1.0 to 5.0 for a meeting’s quality between bad to good. Network alerts and quality scores for audio, video, and screen sharing will be displayed on the Meetings and Webinar dashboard. Zoom will use default values for network alerts.

Account owners and admins can also set custom thresholds that will trigger network alerts related to audio, video, screen sharing, and CPU usage. These alerts will be shown on the Dashboard.

How to enable meeting quality scores and network alerts

1. Sign in to the Zoom web portal.
2. In the navigation panel, click Account Management then Account Settings.
3. Click the Meeting tab.
4. Under Admin Options section, click the Meeting quality scores and network alerts on Dashboard toggle to enable it.
5. If a verification dialog displays, click Enable to verify the change.
6. After enabling Meeting quality scores and network alerts on Dashboard, select the checkbox(es) of one—or both—of these options:
   Note: You can also deselect these options' checkboxes.
   
   • Show meeting quality score and network alerts on Dashboard: Display the standard MOS metric for measuring meeting quality. Alerts will be on the MOS.
   • Set custom thresholds for network alerts: Set custom thresholds for alerts instead of using the standard MOS metric. After enabling this option, ensure that you set custom thresholds.
7. Click Save.

How to set custom thresholds for network alerts

If you enabled the option to Set custom thresholds for network alerts, follow this section to specify your thresholds.

To help determine your thresholds, see our recommendations for meeting and phone statistics.

1. Sign in to the Zoom web portal.
2. In the navigation panel, click Dashboard.
3. At the top of the Dashboard screen, click the Meetings or Webinars tab.
4. In the top-right corner, click Quality Settings.
5. Click either the Audio, Video, Screen Sharing, or CPU Usage tab.
6. Click Edit.
7. Set the values to the desired threshold.
8. Click Apply.

How to view alerts on the Dashboard

1. Sign in to the Zoom web portal.
2. In the navigation panel, click Dashboard.
3. At the top of the Dashboard screen, click the Meetings or Webinars tab.
4. (Optional) Click Past Meetings to access historical meeting data.
5. Take note of the following columns:
   • Health: Displays any Warning level or Critical level issues in the meeting based on the MOS or custom threshold you've set.
   • Issue: Shows any current connection/client health warnings, including unstable audio, video, or screen sharing quality, high CPU usage, or disconnect and reconnect issues. For example High CPU Usage or Unstable network for video.
   • If you enabled MOS instead of setting custom thresholds, you will also see the Video Quality, Audio Quality, and Screen Share Quality columns. These display a grade (Good, Fair, Poor, or Bad) based on the MOS. Click a participant's display name to view specific MOS details.

Learn more about the Dashboard for meetings and webinars.

Understanding Mean Opinion Score

Mean Opinion Score is a metric used to rate the perceived quality of voice and video transmissions. The correlation between MOS and voice/video quality quantifies the end-user experience: higher scores indicate better performance while lower scores suggest degraded experiences.

By analyzing various network parameters, such as packet loss, latency, jitter and codec efficiency, Zoom admins can optimize network infrastructure and improve the MOS score, thereby enhancing voice and video quality for their users.

The following table correlates Zoom Mean Opinion Score values to perceived user experience: