---
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


---

# Zoom call quality monitoring

# Zoom call quality monitoring {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Track Zoom call quality for users and monitor your organization's Zoom room performance. View call quality metrics, network performance data like jitter and packet loss to troubleshoot communication problems and improve user
experience.

## Benefits of monitoring Zoom calls {#zoom-call-quality-monitoring-overview__section_hjq_zjr_qhc}

DEX advanced monitoring for Zoom call quality provides the following benefits:

* Track Zoom calls for users assigned to a device or logged in within the past 15 days.
* Access audio, video, and screenshare quality data for all calls.
* Review jitter, latency, and packet loss to identify connectivity issues.
* Sort calls by quality (Good, Fair, Poor, Bad) and apply filters for device type, version, network type, and location.
* View calls over time and identify patterns in call quality issues.
* Drill into individual calls to review connection type, operating system, camera usage, and other session details.
* Use aggregated metrics and detailed call information to diagnose and resolve issues efficiently.
{#zoom-call-quality-monitoring-overview__ul_ijq_zjr_qhc}

## Configuration and use {#zoom-call-quality-monitoring-overview__section_jjq_zjr_qhc}

To configure Zoom call quality monitoring, do the following:

* [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.")
* [Configuring DEX for Zoom](https://www.servicenow.com/docs/pSYiRi7iYDJaAPJMzFDAVg "DEX for Zoom is installed automatically when you install Digital End-User Experience.")
{#zoom-call-quality-monitoring-overview__ul_kjq_zjr_qhc}

To monitor Zoom call quality, see [Monitor Zoom call quality using DEX](https://www.servicenow.com/docs/lpw92kzlqxzulCrgzQR14g "View detailed metrics for the Zoom calls made by users assigned to this device or logged in within the past 15 days.").
[View Zoom room metrics](https://www.servicenow.com/docs/bR8jIGs9sYdnkcxJL_sqyQ "View detailed metrics for your organization's Zoom rooms using DEX.").