Metrics & KPIs

p90 Latency

/ p90-latency /

The latency threshold that 90% of responses beat. Highlights slow outliers that users notice even when the median looks good.

Why it matters

One caller in ten lives past the p90. If your median looks great but p90 is ugly, a large minority of customers are having a bad time invisibly.

Related — Metrics & KPIs

After-Call Work (ACW)

Average Handle Time (AHT)

Average Speed of Answer (ASA)

Call Abandonment Rate

Containment Rate

CSAT (Customer Satisfaction Score)

Customer Effort Score (CES)

Deflection Rate

End-to-End Latency

First Call Resolution (FCR)

p90 Latency

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