Metrics & KPIs

Turn Latency

/ turn-latency /

The time between the end of a user’s turn and the start of the agent’s response — the per-turn measure of conversational speed.

Why it matters

Per-turn delay is conversation rhythm quantified. Track it per turn, not per call, to find exactly which operations stall the dialogue.

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)

Turn Latency

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