1. What Is The First Response Time?

First Response Time (FRT) is the duration between when a request is made and when the first reply is provided. It measures the initial responsiveness of a service or support system.

2. How Is FRT Calculated?

The calculator uses the FRT formula:

Where:

• \( FRT \) — First Response Time (minutes)
• \( First\ Reply\ Time \) — Timestamp of the first response
• \( Request\ Time \) — Timestamp when the request was made

Explanation: The calculation measures the exact time difference between request initiation and the first meaningful response, providing insight into service responsiveness.

3. Importance Of First Response Time

Details: FRT is a critical customer service metric that impacts customer satisfaction, service level agreements (SLAs), and overall service quality perception.

4. Using The Calculator

Tips: Enter the exact timestamps for both request time and first reply time. The calculator will compute the difference in minutes automatically.

5. Frequently Asked Questions (FAQ)

Q1: What constitutes a "first reply"?
A: A first reply is the initial meaningful response from the service team, not automated acknowledgments or system-generated messages.

Q2: What is considered a good FRT?
A: This varies by industry, but generally under 60 minutes is good for urgent requests, while 2-4 hours is acceptable for standard inquiries.

Q3: Does FRT include after-hours periods?
A: Typically yes, unless specified otherwise in service level agreements. Some organizations calculate business-hours FRT separately.

Q4: How does FRT differ from resolution time?
A: FRT measures initial responsiveness, while resolution time measures the total time to completely resolve the request or issue.

Q5: Can FRT be negative?
A: No, FRT should always be positive. If negative values appear, check that the timestamps are entered correctly with request time before reply time.