Conversation
Audio & timeline
0 ms / 4m 0sWaveform
Latency waterfall
Total: 3.42 seconds- ASR420 ms12%
- LLM850 ms25%
- CRM APIbottleneck1.64 s48%
- TTS390 ms11%
- Playback120 ms4%
Total response delay
3.42 seconds
CRM lookup contributed 48% of the total response delay.
Speaker channels
Markers
Diagnosis
Overall quality score
48
Verdict FailedEvaluation failed · task 70 · safety 90
Primary failure
missing_disclosure
Root-cause hypothesis
LLM timeout after tool-call retry storm on CRM address update
Customer experienced a multi-second response delay culminating in failure. Approximately 1.6 seconds came from the CRM lookup/update retry storm, 700 milliseconds from LLM generation under retry pressure, and 500 milliseconds from TTS synthesis timeout.
AI hypothesis · probabilisticConfidence
Evidence
- tool.execute crm.update_address status=timeout retries=3
- llm.generate retries=2 then error
- 4.2s dead-air silence marker
- Deploy Support Concierge 2026-08-03 increased tool retries
Recommended action
- Add circuit breaker on CRM update
- Reduce max tool retries from 3 → 1 with graceful apology
- Raise user-visible progress utterance during tool wait
Linked incident
inc_1001Deploy: Support Concierge 2026-08-03T09:10
Blast radius: 184 calls · 162 customers
Latency bottleneck
CRM API · 1,640 ms (48%)
CRM lookup contributed 48% of the total response delay.
Total response delay: 3.42s · see Latency waterfall
Latency waterfall
Total: 3.42 seconds- ASR420 ms12%
- LLM850 ms25%
- CRM APIbottleneck1.64 s48%
- TTS390 ms11%
- Playback120 ms4%
Total response delay
3.42 seconds
CRM lookup contributed 48% of the total response delay.