---
sourceDocument: Brazil IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# Monitor Zoom call quality

# Monitor Zoom call quality using DEX {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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

* DEX must be set up for Zoom. For more information, see [Configuring DEX for Zoom](https://www.servicenow.com/docs/pSYiRi7iYDJaAPJMzFDAVg "DEX for Zoom is installed automatically when you install Digital End-User Experience.").
* Advanced monitoring must be configured to monitor Zoom call quality with DEX. For more details, see [Enable application monitoring](https://www.servicenow.com/docs/c9iqNSQNo~qC45Xn1OViBA "Turn on application monitoring to track performance metrics, diagnose issues, and address potential bottlenecks or failures before they affect users.").
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## 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.
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## Procedure

1. Navigate to WorkspacesService Operations Workspace.
2. In the primary navigation pane, select the Devices icon ![]().
3. Select a device.
4. Select Zoom call quality under Advanced app metrics.
5. 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).
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6. 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 the Additional filters to narrow the results.  
   Tip:  
   Apply Additional filters (Device type, Version, Network type, Location) to narrow results and quickly find call details.
7. To view AI-powered Zoom call quality issues investigations and recommendations, see [Investigate Zoom call issues](https://www.servicenow.com/docs/UORh5DoZk_RwdIV_OBb3Wg "Investigate Zoom call performance with ServiceNow Otto for Zoom Call Issues to identify root causes and get resolutions.")
8. 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](https://www.servicenow.com/docs/emJJqKyJqC8uRGmeCgCGNQ "The Summary and Call quality metrics tabs display call quality, call issue, and network metrics for Zoom calls.").
     * Selecting 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](https://www.servicenow.com/docs/o1T4xH~G9P6GuwT8Patr6g "The Details page displays granular call quality metrics for each Zoom call participant.").
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9. 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

   {#monitor-zoom-call-quality-using-dex__ul_rrc_j4c_hhc}  
   Note:  
   * For Call quality metrics description, see [Metrics monitored by DEX for Zoom](https://www.servicenow.com/docs/emJJqKyJqC8uRGmeCgCGNQ "The Summary and Call quality metrics tabs display call quality, call issue, and network metrics for Zoom calls.").
   * Selecting 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](https://www.servicenow.com/docs/o1T4xH~G9P6GuwT8Patr6g "The Details page displays granular call quality metrics for each Zoom call participant.").
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