Averages hide the worst calls. Outliers and Tail Analysis surfaces them — the slowest 5% of response times and the longest 5% of scene times in your selected window.

The Outliers report with the 95th-percentile thresholds and a list of PCRs that exceeded them.

How to use it

  1. Open Operations → Time Analysis → Outliers.
  2. Pick a range — 3 months gives you enough volume to define a meaningful tail.
  3. You will see the 95th-percentile threshold for both response and scene time, plus a list of the PCRs that exceeded each threshold.
  4. Click any PCR row to open it in CloudPCR for the full story.

Why the worst 5% matters more than the average

If your average response time is 7 minutes, you might think you are fine. But if 5% of your runs are taking 25 minutes, those calls represent the worst experience your agency delivers — and they are also the ones most likely to draw complaints, lawsuits, or QA flags.

What causes outliers

Patterns to look for:

  • Specific units or providers — one crew showing up repeatedly often points at a process gap (slow on chute, slow documentation) rather than the call itself.
  • Specific times of day — overnight long-response calls might mean dispatch coverage gaps.
  • Specific locations — long scene times in specific neighborhoods often correlate with hospital diversion patterns or scene safety holds.
  • Data entry errors — a 4-hour scene time is almost always wrong. The outlier list is also a data quality tool.