First Response Time (FRT)

The elapsed time from ticket creation to first meaningful response from support.

Визначення

First Response Time is a key support metric measuring how quickly a customer receives a first substantive response after submitting a ticket. Auto-responses don't count; FRT measures human or AI-assisted meaningful engagement. FRT directly correlates with customer satisfaction.

Основні моменти

• Measured from ticket-created to first-agent-response timestamp
• Typical B2B FRT targets: 1-4 hours for standard, 15-60 minutes for urgent
• AI-assisted deflection can respond faster than human agents
• FRT distribution (percentile) matters more than average

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