Using Zoom Dashboard to Troubleshoot Network Issues

The Dashboard in the Zoom web portal provides account owners and administrators with both broad and in-depth statistics for the usage and health of the Zoom products that are active on their account. This section is an overview of the available controls, statistics, and alerts that can be accessed through the Dashboard.

When network issues occur, degraded audio and video quality and connectivity errors may manifest in several ways

The following symptoms can be a result of low bandwidth or other network issues that may introduce delay or lost data when using real-time multimedia communications, including Zoom products.

• Audio sounds “robotic”

• One-way audio

• Delayed audio or video

• Dropped calls or dropped Zoom Meetings

• Delayed or failed connections to meetings and webinars

• Frozen video

• Poor screen sharing quality

Account owners and administrators can use the Dashboard in the Zoom web portal to identify where a network issue may be originating and what users or Zoom products are affected by it.

The Zoom Dashboard provides usage and system health data to report and resolve network or technical issues

The Dashboard displays overall usage and system health data for the Zoom products and users active in your account. It also allows you to view and analyze network performance statistics for meetings, webinars, voice calls, users, Zoom Rooms, and Zoom-enabled devices. Network quality issues can be monitored—isolated to specific geographies, users, meetings, or calls—and reports can be generated for distribution.

Zoom account owners and administrators can access the dashboard by navigating to Zoom web portal>ADMIN menu>Dashboard.

For an overview of navigating and understanding the Dashboard tabs and components, see our Getting started using the dashboard support article.

Audio and video quality metrics displayed on the Dashboard are measured using Mean Opinion Score

Mean Opinion Score (MOS) is a metric used to rate the perceived quality of voice and video transmissions; MOS scores quantify the voice/video quality the end-user experienced. Higher scores indicate better performance while lower scores suggest degraded experiences.

By analyzing various network parameters, such as packet loss, latency, jitter, and codec efficiency, Zoom admins can optimize network infrastructure and improve the MOS score, enhancing voice and video quality for their users.

The following table correlates Zoom Mean Opinion Score values to perceived user experience:

Our Understanding Dashboard statistics and graphs support article provides additional detail on how audio and video quality scores are calculated in the Dashboard.

Contact Zoom Support to have the System Health page activated on your Dashboard to monitor and diagnose technical issues on your Zoom account

Zoom account owners and administrators with a Business-level or higher account can submit a request to Zoom Support to activate the System Health tab on the Dashboard to monitor and troubleshoot the underlying reasons for network-related or other technical problems affecting their Zoom products.

The System Health tab displays the overall usage and quality (MOS scores) of Zoom products including meetings, webinars, Zoom Rooms, Zoom Phone, and Zoom Contact Center. A heat map is also provided that can display the health status of different Zoom products.

Administrators can then select the Drill In button that appears when hovering over each graph in the System Health tab to navigate to each product’s respective page within the dashboard (e.g., when drilling into Zoom Meetings statistics, you will be taken to the Meetings tab on the dashboard).

The Dashboard generates quality ratings and network alerts for affected meetings, webinars, Zoom Phone and Contact Center calls, and endpoints

Overall quality ratings and health issues are indicated for meetings and webinars listed in the Dashboard.

By selecting a meeting, you can see which users or endpoints were affected by the issue and view the network statistics for each endpoint.

The visibility of alerts and the threshold for triggering network alerts are customizable

Account owners and admins can enable meeting quality scores and network alerts on the Dashboard for meetings and webinars.

The meeting's quality score is based on the Mean Opinion Score (MOS), which ranges from 1.0 to 5.0 for a meeting’s quality between bad and good. Network alerts and quality scores for audio, video, and screen sharing will be displayed on the Meetings and Webinar dashboard. Zoom will use default values for network alerts.

Account owners and admins can also set custom thresholds that will trigger network alerts related to audio, video, screen sharing, and CPU usage. These alerts will be shown on the Dashboard.

The product tabs across the top of the Dashboard allow you to search and analyze the health and performance statistics of Zoom Meetings, Webinars, and other products

Within each Zoom product tab, administrators can search for specific items such as live or past Zoom Meeting IDs and webinar IDs, users, Zoom Phone calls or extensions, and Zoom Rooms. Network performance statistics can then be viewed for specific items.

Many of the product tabs contain network performance statistics that can be used for troubleshooting network-related issues

The following tabs contain relevant network troubleshooting resources for Zoom products that use real-time audio and video communication and may be subject to bandwidth issues.

Meetings and Webinars Tabs

The Meetings and Webinars tabs both have similar features that allow you to inspect past and live meeting and webinar connections. After locating the desired meeting or webinar, you can select any participant’s name to see more in-depth details about their connection and current send/receive rates including bitrate, jitter, latency, and average/max loss for various portions of the call. You will also be able to see real-time graphs that indicate connection quality for sending/receiving video, audio, and shared content. If nothing is being sent or received at that time, no information will show.

See our Dashboard for meetings and webinars support article for more information on available statistics and instructions for creating reports.

Rooms Tab

The Rooms tab in the dashboard provides you with information on the usage and health of Zoom Rooms in your account. You can use charts to track usage and adoption, review the type of configuration a room has, and see its current availability for meetings.

Like individual Zoom users, Zoom Rooms join meetings and webinars as participants, and their network performance can be analyzed through the Meetings and Webinars tabs. The Rooms tab also allows users to access the network performance of Zoom Rooms.

Zoom Rooms Health Status Notifications can be activated to notify administrators of various technical issues including audio or video issues and network connectivity or low bandwidth notifications.

The Dashboard for Zoom Rooms support article provides a further description of Zoom Room system details, user adoption, and system health statistics that are available.

Phone Tab

The Zoom Phone tab displays the overall quality of Zoom Phone calls, based on Mean Opinion Score (MOS). You can also click Extensions to search for a particular user’s statistics, based on extension number.

The Viewing the Zoom Phone quality of service dashboard support article provides instructions for accessing and interpreting overall Zoom Phone performance and viewing call quality for specific extensions or calls.

Contact Center Tab

The Zoom Contact Center tab contains a quality of service dashboard that allows you to see the overall quality of voice or video engagements. Within the Voice Calls and Video Calls tab, you can view the overall Mean Opinion Score (MOS) and network performance statistics for engagements, view a list of engagements with bad-quality MOS scores, and drill into specific engagements and their statistics. The dashboard uses the MOS score as the main measurement to report on voice quality.

See our Viewing the Zoom Contact Center quality of service dashboard for more information on available audio and video call statistics available in the Contact Center tab.

Creating custom alerts can notify administrators when issues arise for Zoom Meetings and Webinars

Administrators can be proactively alerted when meetings and webinars hosted by their account are in trouble. Alerts can be configured for audio, video, screen share, and connection issues and assigned to specific users or user groups. The Configuring alerts and notifications for Zoom Meetings and Webinars support article provides instructions for managing alerts and their recipients and describes the available parameters to trigger alerts.