View Call Quality Dashboard in Zoom Phone App

overview

The Call Quality Dashboard allows you to see the overall quality of your voice calls and filter your data by extension ( phone users , shared area phones , call queues , auto pick , Zoom Room ).

The Call Quality Dashboard uses Mean Opinion Score (MOS) to report voice quality. MOS measures voice quality on a scale of 1-5. A score of 1 indicates unacceptable voice quality for all users. A score of 5 indicates the best voice quality and the same sound quality as when talking directly to the other party.

The Call Quality dashboard sets MOS “3.5” as a common baseline for classifying calls. A MOS of 3.5 or higher means high sound quality, and a MOS of less than 3.5 means low sound quality.

Note : See below for data on Zoom Phones.

  • Call log: A record of incoming and outgoing details.
  • Usage Report: Collects data for phone users and call queues.
  • Nomadic Emergency Services Dashboard: Provides metrics related to Nomadic Emergency Services.

Content of this article:

  • Display of overall call quality
  • Displaying call quality data for a specific extension

Prerequisites

  • Business or education account
  • Account owner or administrator privileges
  • Zoom Phone License

Display of overall call quality

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Dashboard.
  3. Click the Zoom Phone
  4. To change the time period, click the date range in the upper left and select the start and end dates.
  5. The following section is displayed.

The ratio of high quality calls and average quality to time

Above the Overall tab, you can see the overall call quality of Zoom Phone calls during the selected time period.

  • If you have multiple sites, click the site drop-down menu to filter the data by site.
  • The pie chart on the left shows the percentage of good quality (blue) and poor quality (red) calls during the selected time period.
  • The line graph shows the change in the percentage of good quality and poor quality calls at each time during the selected time period.
  • The bar chart shows the number of good quality and poor quality calls per hour during the selected time period.
See also  Inbound call notifications In Zoom(desktop client and mobile app)

Call quality by device, codec, ISP, and network

  • A multi-layer pie chart that organizes and displays call quality by category (device, voice codec, ISP, and network).
  • The inner layer divides each category into subcategories. The outer layer shows the percentage of good quality and poor quality calls in each subcategory.
  • Hover over the pie chart to see details for each segment.

Calls with poor sound quality

At the bottom of the Overall section, you’ll see the 10 worst poor-quality calls (MOS less than 3.5) during the selected time period.

 

Displaying call quality data for a specific extension

To view call quality data for a particular phone user:

  1. Sign in to the Zoom web portal.
  2. Go to Dashboardand click the Zoom Phone
  3. Click the Extensions
  4. Select the extension type.
  5. Enter the phone user’s name, extension, or email in the text box and click the name for which you want to view the data.
  6. To change the time period, click the date range at the bottom of your username and select the start and end dates.

Call quality by device, codec, ISP, and network

  • A multi-layer pie chart that organizes and displays call quality by category (device, voice codec, ISP, and network).
  • The inner layer divides each category into subcategories. The outer layer shows the percentage of good quality and poor quality calls in each subcategory.
  • Hover over the pie chart to see details for each segment.

Call quality data for each call

This table shows the call quality data for all calls made or received by the selected phone user. The following information is displayed:

  • Startand end : Caller ID number of the caller ( source ) and the other party (destination).
    Note : If the phone number is an extension, the extension number of the associated phone user is displayed. The extension number is also displayed for the direct number of the telephone user.
  • Direction: Shows whether the call is incoming, outgoing or internal.
  • MOS: Shows the overall quality of the call, expressed in Mean Opinion Score (MOS) .
  • Details: Shows detailed call statistics. See the definitions and recommendations for these statistics .
    • For incoming calls: The table on the left shows the caller’s network statistics. The table on the right shows the statistical data of the accounts of the telephone users (callees) in the company.
    • For outgoing calls: The table on the left shows the network statistics for corporate phone users (callers). The table on the right shows statistical data for the destination network.
See also  Bulk import and update of Zoom phone users