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Latency Report

Generating the Latency Report

The Latency Report highlights calls exceeding a defined latency threshold. For example, supervisors can generate a report of all calls where the P90 end-to-end latency is greater than 500 milliseconds (ms).

Note

In this beta version, to generate Latency reports, enable capturing latency metrics by configuring these call control parameters:
notifySttLatency = true
vadEnable = true
vadVendor = silero

To generate a Latency Report:

  1. On the Reports tab, click New Report.
  2. In the list of reports, choose the Latency Report.
  3. Enter the Report Name and Report Description.
  4. Select a Time Period.

  5. Select Data Filters from the following.

    P90 Values Threshold Values (ms)
    P90 End-to-End Latency For example, 200 ms
    P90 ASR Latency For example, 200 ms
    P90 Bot Response Time For example, 200 ms
    P90 TTS Latency For example, 200 ms

Note

Each P90 value can be evaluated using the following conditions:
Greater than or equal to (≥), Less than or equal to (≤), Greater than (>), Less than (<), Equal to (=).

  1. Select Report Generation and choose from the following options:
    • Schedule
      • Run On Demand
      • Schedule
        • You can create up to six schedules (only one if you select Hourly).
          Schedule Options
    • Select Format
      • CSV
    • Send To (single email address or mailing list)
  2. Click Create.
    Create Report
  3. An instance of the Latency Report is generated.
    Report Created

  4. Click the Run icon next to the instance of the report.
    Run Report

    While generating reports, you have two options: Run On Demand and Schedule.

    • Run On Demand: While creating a new report or editing an existing report, the schedule of the report can be set to run on demand.
    • Schedule: While creating a new report or editing an existing report, the schedule of the report can be changed. The use of the schedule is the standard way to generate a report. If the report is scheduled for later, then it will automatically be generated on the scheduled day and time without the need to click Run.
    • Click the CSV icon and generate the output of that report, as shown below.
      Generate Output

Note

The red dot beside the report indicates that it was generated within the last 24 hours. You can download, save, and view the report in CSV format.

  1. The Latency Report is generated.
    Report Output

About Report Fields

Field Description Example
Session ID Unique identifier for each interaction session. a12b34c56d
Start Time Timestamp when the session started. 2025-09-24 10:56:34
Agent Name of the agent handling the session. John Doe
Agent Email Email address of the agent. john.doe@example.com
Queue Name Name of the queue the interaction was routed through. Support_Queue
Customer Identifier or name of the customer involved in the session. Jane Doe
Duration Total time the session lasted. 00:12:45
P90 ASR Latency (ms) 90th percentile latency of Automatic Speech Recognition, in milliseconds. Indicates how long speech-to-text processing takes. 250
P90 Bot Latency (ms) 90th percentile latency for the bot’s response processing, in milliseconds. Shows system responsiveness. 120
P90 TTS Latency (ms) 90th percentile latency of Text-to-Speech processing, in milliseconds. Represents the time to convert text into audio. 180
P90 End To End Latency (ms) 90th percentile overall latency from customer speech to agent/bot reply, in milliseconds. Combines ASR, bot, and TTS processing times. 600