First Response Time (FRT)
Also known as: FRT, Time to First Response, Initial Response Time
First Response Time (FRT) measures the elapsed time between when a customer submits a support ticket and when they receive the first meaningful response from a support agent. It’s one of the most important metrics in customer support.
Why First Response Time Matters
FRT directly impacts customer experience because:
- Sets expectations — A quick first response reassures customers their issue is being addressed
- Reduces anxiety — Waiting without acknowledgment frustrates customers
- Correlates with satisfaction — Faster first responses typically lead to higher CSAT scores
- SLA target — Often the primary metric in service level agreements
How to Calculate First Response Time
FRT = Timestamp of First Agent Response - Timestamp of Ticket Creation
Important considerations:
- Exclude automated responses (auto-replies, acknowledgments)
- Account for business hours vs. calendar hours
- Consider timezone differences
- Exclude weekends/holidays if not staffed
FRT Benchmarks
Industry benchmarks vary, but common targets include:
| Channel | Target FRT |
|---|---|
| Chat/Live | < 1 minute |
| Phone | < 30 seconds |
| < 1-4 hours | |
| Social | < 1 hour |
Improving First Response Time
Strategies to reduce FRT:
- Efficient routing — Get tickets to the right agent quickly
- Templates and macros — Prepare common responses in advance
- Prioritization — Triage and prioritize effectively
- Staffing alignment — Match capacity to incoming volume patterns
- Automation — Use chatbots for initial engagement
FRT in TicketBoard
TicketBoard tracks first response times across your Zendesk tickets, showing:
- Average FRT over time
- FRT by agent
- FRT distribution to identify outliers
- Trend analysis to track improvement