1. What Is First Response Time?

First Response Time (FRT) is a key customer service metric that measures the average time between when a ticket is created and when the first response is sent to the customer. It indicates how quickly your support team acknowledges customer inquiries.

2. How Does The Calculator Work?

The calculator uses the FRT formula:

Where:

• \( \text{First Reply Time} \) — Timestamp when first response was sent
• \( \text{Ticket Creation Time} \) — Timestamp when ticket was created
• \( \text{Number of Tickets} \) — Total number of tickets in the calculation period

Explanation: The formula calculates the average time difference between ticket creation and first response across all tickets in your dataset.

3. Importance Of FRT Calculation

Details: First Response Time is crucial for measuring customer service efficiency, identifying bottlenecks in support workflows, and improving customer satisfaction by reducing wait times.

4. Using The Calculator

Tips: Enter the exact timestamps for when the ticket was created and when the first response was sent. The calculator will compute the response time in minutes.

5. Frequently Asked Questions (FAQ)

Q1: What Is A Good First Response Time?
A: Industry standards vary, but generally under 1 hour is excellent for email support, while live chat should be under 1 minute.

Q2: How Does FRT Differ From Resolution Time?
A: FRT measures initial response speed, while resolution time measures how long it takes to fully solve the customer's issue.

Q3: Should Automated Responses Count In FRT?
A: No, FRT should measure the first meaningful, human response that addresses the customer's inquiry.

Q4: How Often Should FRT Be Monitored?
A: FRT should be tracked daily for real-time monitoring and analyzed weekly/monthly for trend analysis.

Q5: What Factors Can Affect FRT?
A: Team size, ticket volume, complexity of issues, support channel, and time of day can all impact FRT.