Zoom Contact Center Dashboard

The Zoom Contact Center Dashboard, a subsection of the Dashboard, offers account admins and authorized users with sufficient role permissions access to insightful Zoom Contact Center data and analytics for voice and video engagements. The following two sections outline the data available for the voice and video channels within the Dashboard.

Voice Calls

The Voice Calls tab provides detailed insights into the quality of voice interactions by utilizing Mean Opinion Scores (MOS) as the primary measurement tool. This score rates call quality on a scale from 1 to 5, where 1 represents unacceptable voice quality and 5 indicates the best possible quality, equivalent to speaking directly into someone’s ear. In addition to MOS, the tab offers further insights into the total number of calls for a given timeframe, call quality by region, device usage, and audio codecs, and includes a list of low-quality calls. The dashboard typically uses a standard MOS of 3.5 as a baseline, with scores of 3.5 or higher reflecting good quality and scores below 3.5 indicating poor quality. In the event of a low-quality call, viewers can drill down and view call-specific Quality of Service (QoS) reports for more details.

Video Calls

The Video Calls tab provides insights into the quality of video interactions, covering metrics such as average latency, jitter, and packet loss for typical calls, in addition to a list of low-quality calls that exhibit significant performance issues.