First Response Time
A First Response Time (FRT) report measures the time it takes for a company’s customer support team to respond to a customer’s initial contact on a new support request.
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A First Response Time (FRT) report measures the time it takes for a company’s customer support team to respond to a customer’s initial contact on a new support request.
Last updated
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Filters and Options
Agent Filter: Allows you to filter the data for specific agents or view it for all agents.
Department Filter: Allows you to filter the data based on departments created.
Channel: Allows you to filter data based on the channel used by the customer.
Time Range Selection: Provides options to select the desired time range for analysis: Last 1 Day, Last 7 Days, Last 30 Days.
Report Elements
Date
The specific date the chat(s) occurred and were handled.
Agent Name
The name of the support agent who handled the chats on that date.
Total Handled Chats
Number of chats the agent handled on that specific date.
Avg FRT
The average time taken by the agent to respond to the first message across all chats on that date.
Fastest FRT
The shortest time the agent took to respond to a chat on that day.
Slowest FRT
The longest time the agent took to respond to a chat on that day.
FRT Compliance
Percentage of chats where the agent responded within your SLA-defined threshold for FRT.
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