What the User Latency Report shows

The User Latency Report answers a question the Agent LAGGED Report cannot fully answer on its own: how slow is each Agent's web connection to the server right now? While LAGGED events are binary — the screen either caught up in time or it did not — Latency measurements are continuous. You can see whether an agent is running at 20 ms, 200 ms, or 2 seconds, and you can watch those numbers change over the course of a shift.

What the report covers

The report shows the Agent screen web connection latency for agents who are currently logged in or who logged in recently, scoped to a single day. You can view one specific user's latency detail or all users' latency on that day side by side. Both views also render a chart of latency over the course of the day so you can see whether an agent's connection was stable or whether it degraded at a specific hour.

Single-user view versus all-users view

Use the all-users view first when investigating a complaint. If every Agent shows high Latency at the same time, the server or network is the bottleneck. If only one agent shows high latency while everyone else looks normal, the problem is on that person's end: their home network, their VPN, or their browser.

Switch to the single-user view once you have identified the affected user. The detailed chart for one agent will show you the exact shape of the problem: a steady high baseline suggests a persistent endpoint issue, while a spike that appears at a certain time and then recovers suggests a temporary condition like a network congestion event or a browser update that ran in the background.

What high latency causes in practice

High Latency on the web connection affects how quickly the agent's screen updates when call Status (lead status) changes. If latency is high, the Ready state indicator may lag behind reality — an agent may appear available on the screen while the server has already sent them a call. At severe latency levels this cascades into dropped interactions or screen freezes that agents describe as the screen "not responding".

• Under 100 ms — normal for a wired or well-connected agent on a local network.
• 100–300 ms — acceptable but worth monitoring. Remote workers on residential broadband often fall here.
• Above 500 ms — expect visible screen lag. At this level, LAGGED events will start appearing in the Agent LAGGED Report for the same agent.
• Above 1 second — the agent's Agent session is at risk of timing out or the screen freezing entirely.

Separating endpoint problems from server problems

flowchart TD
  A["High latency reported"] --> B["Open User Latency Report — all users view"]
  B --> C{"All users show high latency?"}
  C -->|Yes| D["Server or upstream network issue"]
  D --> E["Check server load and process count"]
  C -->|No| F{"Isolated to one user?"}
  F -->|Yes| G["Endpoint problem"]
  G --> H["Check agent network, VPN, or browser"]
  F -->|No| I["Check if affected users share a network segment"]

Using this alongside other latency reports

The User Latency Report shows active and recent sessions, scoped to a single day. For historical lag patterns across multiple days, the LAGGED Summary Report gives you the timeline view. For gaps in latency logging — periods where an agent was supposed to be logged in but latency records are missing — there is a separate Latency Gaps Report worth knowing about. Latency gaps can themselves cause Agent session instability, so when you find a user with high latency it is worth checking whether they also have gap entries for the same period.

For the full picture of what to monitor on a VICIdial server and at what cadence, see our server health and capacity guide. For the SIP and audio side of agent connection quality, see how to check SIP peers and registry in VICIdial.

If your agents are working remotely and latency is a recurring problem, a low-Latency server location matched to your agent geography helps significantly. See VICIfast plans and pricing — every managed box is live in under 40 seconds and placed in the Hetzner region that fits your team.