First Response Time (FRT)

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

Support

Ufafanuzi wa

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.

Pointi muhimu

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

Mfano wa Mfano

A customer submits a ticket at 10:00am. The support agent replies substantively at 10:23am. FRT = 23 minutes.

Maneno yanayohusiana

SLA (Service Level Agreement)CSAT (Customer Satisfaction Score)Ticket Deflection

Picha ya glossary

Kuacha kutumia zana za kufuatilia hii

KamoCRM inaunganisha CRM, mawasiliano, na shughuli - metrics neno hili linaelezea kuwa dashibodi za kuishi katika nafasi yako ya kazi.

Kuanza bure Mtazamo wa bei Picha ya glossary