Handoffs hide in averages
Why mean latency across a digital service chain can look healthy while customers still wait.
When teams only watch average response time for each digital service, orchestration problems stay invisible. A handoff that stalls for three minutes on one in ten journeys barely moves the mean — but it defines the customer’s week.
Application analytics for orchestration need path-level views: which service accepted the work, which waited, and where the chain broke. Segment by channel and volume band before you trust a green average.
Start with the two or three chains people complain about. Measure the seams between services, not only each service in isolation.