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Viewing the call quality dashboard and usage reports Follow

Overview

As a Zoom Phone admin, you can view the following data:

Note: Admins can also view call log data which provides detailed information on all inbound and outbound calls.

This article covers:

Prerequisites

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

Call quality dashboard

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.

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.

 

Usage reports

Zoom Phone usage reports allow you to view usage data for a call queue or phone user in a specified time period. There are two usage reports you can view: 

Viewing the usage report with metrics

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Account Management then Reports.
  3. Click Phone System.
  4. Use the following options to filter data:
    • Specify the time period at the top of the page.
    • Click the By Call Queues or By Users tab to filter data by call queue or phone user.
    • Enter the name or extension, then click Filter to filter data by a specific call queue or phone user. Make sure you select the correct tab before searching for a call queue or phone user.
    • If you have multiple sites, use the Site drop-down menu to filter search results by site.
  5. Click Search. (Optional) Click Export to export your search results as a CSV file.
    You will see the following usage metrics:

Call queue

  • Name: Display name of the call queue.
  • Ext: Extension number of the call queue.
  • Received: Number of inbound calls received by the call queue, including missed calls.
  • Answered: Number of calls answered by a call queue member.
  • Overflow: Number of calls not answered by a call queue member (call was routed based on call queue overflow settings).
  • Avg. Wait Time: Average time callers spend waiting to connect to a call queue member.
  • Site (only visible if you have multiple sites): Associated site of the call queue.

Phone user

  • Name: Profile name and email of the phone user.
  • Ext: Extension number of the phone user.
  • Total calls: Total calls made and received, including missed and forwarded calls.
  • Outgoing: Number of outbound calls made by the phone user.
  • Received: Number of inbound calls received by the phone user, including missed calls.
  • Forwarded to Voicemail: Number of calls forwarded to the user's own voicemail. Does not include calls forwarded to shared voicemail inboxes accessible by the phone user.
  • Missed: Number of inbound calls missed or forwarded to voicemail during business hours.
  • Avg. Call Time: Average time (minutes and seconds) of calls.
  • Site (only visible if you have multiple sites): Associated site of the phone user.

Using the usage report to verify bill charges

You can view a usage report with all calls that were charged. You can use this information to verify calling charges on your bill.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Account Management then Reports.
  3. Click Phone System.
  4. Click the Charge tab.
  5. Specify the time period at the top of the page. Make sure the period matches your billing cycle.
  6. Click Search.
  7. Click Export to export data as a CSV file.
    You will see the following data:
    • From: The phone number of the originating caller.
    • To: The phone number that received the call.
    • Call Type: Displays if the call is local or international based on the area codes of the two call participants.
    • Start Time: The time that the call was connected.
    • Duration (Minutes): The phone call duration rounded up to the nearest minute.
    • Billing Number: The phone number that was billed for the call.
    • Total: The total charges for the call. This is calculated using the Rate multiplied by the Duration (minutes).
      Note: The duration is rounded up to the nearest minute.
    • Rate: The billing rate charged for the call (per minute).
  8. Calculate the sum of all values in the Total column.
  9. Verify that the sum matches the value reported on your bill.