Viewing the Zoom Phone quality of service dashboard

The quality of service dashboard allows you to see the overall quality of voice calls and filter data by any extension (phone user, common area phone, call queue, auto receptionist, or Zoom Room).

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.

For more data related to Zoom Phone, you can also view the following:

This article covers:

Prerequisites for viewing the quality of service dashboard

How to view the overall quality of service

You can view overall call quality data for Zoom Phone calls.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Dashboard.
  3. Click the Phone tab.
  4. Click the Quality of Service tab.
  5. Click Overall.
  6. (Optional) To change the period, click the date range in the top-left corner and select the start and end dates.
  7. (Optional) If you have multiple sites, click the Site field to only display metrics for a specific site.
    You will see the following data:

Percentage of good quality calls and average quality over time

At the top of the Overall tab, you'll see the overall call quality for Zoom Phone calls during the selected time period:

Call quality by device, codec, ISP, and network

Survey Result

Account owners and admins can enable or disable the option to display an end-of-call experience feedback survey. When this setting is enabled, thumbs up or thumbs down survey will be displayed at the end of each call. If participants respond with a thumbs down, they can provide additional information about what went wrong.

The Survey Result section displays the following information about the end-of-call experience feedback survey:

Bad quality calls

At the bottom of the Overall section, you can see the top 10 bad-quality calls (MOS of less than 3.5) during the selected time period.

How to view call quality

You can view call quality data for all active and past calls.

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Dashboard, then click the Phone tab.
  3. Click the Quality of Service tab.
  4. Click the Calls tab.
  5. Select the Past Calls or Active Calls.
  6. To the right of a call, click More .
    The call's details will be displayed. You can view the call quality details and survey results.
  7. To the right of a call, click the ellipsis , then click Find related calls .
    You will be directed to the Logs tab to view related calls.

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

To view call quality data for specific phone users:

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Dashboard, then click the Phone tab.
  3. Click Quality of Service tab, then the Extensions tab.
  4. Select an extension type.
  5. Enter the phone user's name, extension, or email in the text box, then click their name to display data.
  6. (Optional) To change the period, click the date range in the top-left corner and select the start and end dates.
    You will see the following information in the table: