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:

• Nomadic emergency services dashboard: Provides metrics related to nomadic emergency services.
• Usage and adoption dashboard for calls and SMS: Provides usage and adoption metrics like the number of outbound calls and SMS messages.
• Call log: Provides details on all inbound and outbound calls.
• Usage reports: Provides phone usage data for phone users and call queues.

Requirements for viewing the quality of service dashboard

• Business or Education account
• Account owner or admin privileges
• Zoom Phone license

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:

• If you have multiple sites, click the site drop-down menu to filter data by site.
• The total call legs, total inbound calls, and total outbound calls will be displayed.
• The Avg MOS uses the 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 pie chart on the left side shows the percentage of good (blue) versus bad (red) quality calls during the selected time period.
• The line graph shows the the change in percentage of good and bad quality calls each hour during the selected time period. The Call Volume and Average Quality Score line displays a circle when there’s call volume on the selected time, otherwise, the chart will display a line at 100% call quality.
• The bar graph shows the number of good and bad quality calls each hour during the selected time period.

Call quality by device, codec, ISP, and network

• The multi-layer pie charts that show call quality are grouped into categories (Device, voice codec, ISP, and network). To view the call quality of a specific device type do the following:
  • To the right of Device (All), click the down arrow , then select IP Phone, Native Application, or VDI.
• The inner layer breaks down each category into sub-categories. The outer layer shows the percentage of good (blue) and bad (red) quality calls for each sub-category.
• Hover over the pie charts for more details on each segment.

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:

• Total Surveys
• MOS Score
• Call Duration
• Great
• Had Issues

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.
   
   • For Past Calls:
     • (Optional) To change the period, click the date range and select the start and end dates.
     • Department/Cost Center: Filter the data by entering the department or cost center you want to view.
     • Phone Number or Extension Number: Enter the phone number in E.164 format.
     • Direction: Select Inbound, Outbound, or Internal.
     • Duration: Select the duration range.
     • MOS Score: Select MOS Score, Good Quality or Bad Quality.
     • Device: Select Device (All), IP Phone, Native Application, or VDI.
     • SBC: Select the time frame for your SBC, or no SBC.
     • Select Primary Group: Select Primary Group (All) or the desired group name.
     • Site: Select all or the desired site.
     • Select Survey Result: Select options under Detected Issue, User Feedback, or No Survey Result.
     • On the right of the page, click Export to CSV to get the data in a CSV file.
       The data in the CSV file will reflect your filter selection.
   • For Active Calls, select the following:
     • Phone Number or Extension Number: Enter the phone number in E.164 format.
     • Direction: Select Inbound, Outbound, or Internal.
     • Site: Select all or the desired site.
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:
   • From and To: The caller ID number of the originating caller (From) and the target (To).
     Note: You will see the extension number of the associated phone user if the phone number is internal. The extension number is still displayed if the phone number is the direct phone number of a phone user.
   • Direction: Displays if the call was inbound or outbound.
   • MOS: The overall quality of the call represented by the mean opinion score (MOS).
   • More: Display detailed statistics for the phone call. See definitions of these statistics and recommended ranges.
     • Inbound calls: The left-side table displays statistics for the external party's network. The right-side table displays statistics for the internal phone user's account.
     • Outbound calls: The left-side table displays statistics for the internal phone user's network. The right-side table displays statistics for the external party's network.
   • Survey Result: Displays the following information about the end-of-call experience feedback survey:
     • Total Surveys
     • MOS Score
     • Call Duration
     • Great
     • Had Issues