Median First Reply Time

Median First Reply Time is the middle value when all first reply times are sorted from fastest to slowest. Unlike average FRT, the median resists distortion from outliers like overnight tickets or edge cases. It represents typical performance more accurately than the mean.

Why Median First Reply Time Matters

Median FRT provides a more realistic picture of typical customer experience than average. Use this when outliers skew your mean upward, making performance look worse than most customers experience.

How to Calculate

The middle value in a sorted list of all first reply times (50th percentile)

In TicketBoard

TicketBoard helps you track median first reply time and related metrics from your Zendesk data. Connect your account for instant visibility.