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Zoom Support Maintenance: 9/18/2021

Date and time: 9/18/2021 at 1PM PST for 10 hrs 30 min

We will be performing routine maintenance for Zoom Support. During this time, users may experience system delays or longer than expected wait times when contacting Zoom Support via phone, chat or web submission. All other request methods, based on your plan, will be available during this time. Please refer to https://support.zoom.us/hc/articles/201362003 for available contact options.

Affected components: Zoom Support Center

Viewing the Zoom Phone dashboard Follow

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.

This article covers: 

Prerequisites

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

How to view overall quality of service

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

  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.

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

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.
    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 statics for the external party's network. The right-side table displays statics for the internal phone user'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.

How to view usage and adoption data

Note: Zoom Phone usage and adoption data in the dashboard contains overall data for the entire account or specific site; for example, the number of inbound and outbound calls. Do not use the dashboard to verify bill charges. To view usage data for a specific user or verify bill charges, access the phone usage reports.

  1. Sign in to the Zoom web portal.
  2. Navigate to the Dashboard and click the Zoom Phone tab.
  3. Click the Usage & Adoption tab.
    You will see the following data: 
  • Total Inbound Calls: The total number of inbound calls made by internal extensions.
    • Completed Calls: The number of inbound calls that were answered by the extension. This also includes calls that were forwarded to an internal or external number, and were answered.
    • Missed Calls: The number of inbound calls that were not answered by the extension. This includes calls to extensions that were forwarded to voicemail, external number, or message. This also includes calls that were forwarded to an internal or external extension, but were not answered.
  • Total Outbound Calls: The total number of inbound calls made by external extensions.
    • Answered Calls: The number of outbound calls that were answered. This includes calls that were forwarded to voicemail or an external number.
    • Unanswered Calls: The The number of outbound calls that were not answered or forwarded to voicemail or an external number.
  • Total Internal Calls: The total number of calls between internal extensions.
    • Completed Calls: The number of internal calls that were answered by the extension. This also includes calls that were forwarded to an internal or external number, and were answered.
    • Missed Calls: The number of internal calls that were not answered by the extension. This includes calls to extensions that were forwarded to voicemail, external number, or message. This also includes calls that were forwarded to an internal or external extension, but were not answered.
  • Inbound Call Time: Total amount of call time resulting from inbound calls.
  • Outbound Call Time: Total amount of call time resulting from inbound calls.
  • VoIP Call Time: Total amount of call time resulting from internal calls.
  • International Call Time: Total amount of call time resulting from international calls.
  • Toll-Free Call Time: Total amount of call time resulting from toll-free calls.
  • Leaderboard Top 10: Displays the top 10 extensions by number of calls. Click the tabs to filter by call type.
    Note: For outbound calls, even if a phone user selects a different caller ID to place the call, the leaderboard will display the Extension Type as User and the Number as the user's primary direct number (if they have direct numbers assigned).