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Viewing the Zoom Phone quality of service dashboard Follow

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: 

This article covers: 

Prerequisites for viewing the quality of service dashboard

  • 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. (Optional) To change the period, click the date range in the top-left corner and select the start and end dates.
  5. (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 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 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 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.