Viewing the QoS Dashboard Follow

Overview

The Zoom Phone Quality of Service (QoS) dashboard allows you to see the overall quality of voice calls and filter data based on a specific phone user.

This article covers:

Prerequisites

  • Pro, Business, or Education account
  • Account Owner or Admin Permissions
  • Zoom Phone license

Mean Opinion Score (MOS)

The QoS dashboard uses Mean Opinion Score (MOS) as the main measurement to report on voice calls. 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 QoS 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.

Overall Call Quality

To view overall call quality data:

  1. Log in to the Zoom web portal.
  2. Navigate to the Dashboard and click the Zoom Phone tab.
  3. To change the period, click the date range in the top-left corner and select the start and end dates.

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

  • 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

In the Overall tab, you can also view multi-layer pie charts that show call quality grouped into categories. The inner layers break down of each category into sub-categories, while the outer layers show the percentage of good (red) 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.

Call Quality for a Specific User

To view call quality data for specific phone user:

  1. Log in to the Zoom web portal.
  2. Navigate to the Dashboard, click the Zoom Phone tab then the Extensions tab.
  3. Enter a the phone user's name, extension, or email in the text box then click their name to display data.
  4. 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. The inner layers break down of each category into sub-categories, while the outer layers show the percentage of good (red) 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 and answered by the selected user. Click More at the end of the row to view call quality data.

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