1. What Is First Response Time?

First Response Time (FRT) is a key customer service metric that measures the time elapsed from when a support ticket is created until the first response is provided by a support agent. It reflects the initial responsiveness of your support team.

2. How Is FRT Calculated?

The calculation follows this simple formula:

Where:

• Creation Time — The timestamp when the support ticket was initially created by the customer
• Reply Time — The timestamp when the first response was sent by a support agent
• FRT — The result is expressed in minutes

Explanation: This metric focuses on the initial contact and doesn't measure the total resolution time. It's specifically designed to track how quickly your team acknowledges customer inquiries.

3. Importance Of First Response Time

Details: A fast first response time is crucial for customer satisfaction. Studies show that customers feel valued when they receive prompt acknowledgment, even if their issue isn't immediately resolved. It sets the tone for the entire support interaction and can significantly impact customer retention.

4. Using The Calculator

Tips: Enter the exact creation time and first reply time using the datetime picker. The calculator will automatically compute the difference in minutes. Ensure the reply time occurs after the creation time for accurate results.

5. Frequently Asked Questions (FAQ)

Q1: What is considered a good first response time?
A: Industry standards vary, but generally under 1 hour for email and under 1 minute for live chat is considered excellent. However, ideal targets depend on your specific industry and customer expectations.

Q2: Does FRT include automated responses?
A: Typically, FRT measures the first human response. Automated acknowledgments are usually tracked separately as they don't represent actual agent engagement.

Q3: How does FRT differ from resolution time?
A: FRT measures initial responsiveness, while resolution time tracks how long it takes to completely solve the customer's issue. Both are important but serve different purposes in support metrics.

Q4: Should we track FRT for all ticket types?
A: Yes, but you may want to set different targets for different priority levels. High-priority tickets should have faster FRT targets than standard inquiries.

Q5: How can we improve our first response time?
A: Strategies include proper staffing during peak hours, using canned responses for common issues, implementing ticket routing rules, and providing agents with quick access to information.