Monitor Zoom call quality using DEX

View detailed metrics for the Zoom calls made by users assigned to this device or logged in within the past 15 days.

Before you begin

Role required: sn_dex.user

• Set up DEX for Zoom. For more information, see Configuring DEX for Zoom.
• Configure advanced monitoring to monitor Zoom calls quality with DEX. For more details, see Enable application monitoring.

About this task

The detailed Zoom call metrics include call quality, network performance, and call details to help you troubleshoot issues quickly and improve end-user experience visibility.

• Each time a user disconnects and rejoins a call, the subsequent joining is counted as a new call.
• Zoom monitoring doesn’t include webinars or breakout rooms.
• All the metrics are the aggregated data of all the calls.

Procedure

1. Navigate to Workspaces > Service Operations Workspace.

2. In the primary navigation pane, select the Devices icon (

1. Select a device.

2. Select Zoom call quality under Advanced app metrics.

3. Select a User.

   Note:

   • Only users with a valid email address can be selected.
   • The users list includes assigned users and logged-in users (those who logged in within the past 15 days).
   • Select start and end dates, then select Go.

   Note: The date range is limited to a maximum of 48 hours within the past 30 days.

   The zoom calls appear in cards categorized as: All calls, Bad calls, Poor calls, Fair calls, and Good calls. By selecting one of these cards, you can see the filtered data in Summary and Call quality metrics. You can also use Additional filters listed below the cards.

   Tip: Apply Additional filters (Device type, Version, Network type, Location) to narrow results and quickly find call details.

4. To view AI-powered Zoom call quality issues investigations and recommendations, see Investigate Zoom call issues

5. Select the Summary tab.

   The following call details appear:

   • Call quality
   • Call issues
   • Calls over time
   • Jitter
   • Latency

   • Packet loss

     Note:

     • For the Summary metrics description, see Metrics monitored by DEX for Zoom.
     • Clicking anywhere on the Call quality or Call issues pie chart opens the Details page and displays the calls associated with the selected metric. For descriptions of the fields on the Details page, see Zoom call quality metrics on the Details page.
     • Select Call quality metrics to get call details.

   The following call quality breakdown appears:

   • Audio quality
   • Video quality
   • Screenshare quality
   • Version
   • Operating System
   • Location
   • Connection Type
   • Device Type
   • Camera

   • Screenshare Note:

   • For Call quality metrics description, see Metrics monitored by DEX for Zoom.

   • Clicking anywhere on the bar graph or pie chart for any call quality metric opens the Details page and displays the calls associated with the selected metric. For field descriptions on Details page, see Zoom call quality metrics on the Details page.