Metrics & KPIs

p99 Latency

/ p99-latency /

The worst-case latency for 99% of responses. Tail latency is where production voice agents most often disappoint.

Why it matters

Tail latency is where timeouts, retries, and hangups live. Production voice agents are judged by their worst moments, and p99 is where those hide.

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)

p99 Latency

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