Viewing the call quality dashboard

Overview

The call quality 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 call quality 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 directing into a person's ear.

The call quality 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.

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

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

This article covers: 

• Viewing overall call quality
• Viewing call quality data for a specific extension

Prerequisites

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

Viewing overall call quality

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Dashboard.
3. Click the Zoom Phone tab.
4. To change the period, click the date range in the top-left corner and select the start and end dates.
5. You will see these sections

Percentage of good quality calls and average quality over time

At the top of the Overall tab, you'll see the 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 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 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 grouped into categories (device, voice codec, ISP, and network).
• The inner layer breaks down of 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.

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.

Viewing call quality data for a specific extension

To view call quality data for specific phone user:

1. Sign in to the Zoom web portal.
2. Navigate to the Dashboard and click the Zoom Phone tab.
3. Click the Extensions tab.
4. Select an extension type.
5. Enter a the phone user's name, extension, or email in the text box then click their name to display data.
6. To change the period, click the date range below the user's name and select the start and end dates.

Call quality by device, codec, ISP and network

• The multi-layer pie charts that show call quality grouped into categories (device, voice codec, ISP, and network).
• The inner layer breaks down of 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.

Call quality data for each call

The table shows call quality data for all calls made or received by the selected phone user. You will see the following information:

• 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 statics for the external party's network. The right-side table displays statics for the internal phone users's account.
  • Outbound calls: The left-side table displays statics for the internal phone user's network. The right-side table displays statics for the external party's network.