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.

First Response Time

1. Total Requested Chats: Represents the total number of chat requests during each hour. Indicates the overall chat volume.

   Imagine a customer support chat system where users can request assistance. If 121 users initiated chat sessions during the 11:00 PM to 11:59 PM time slot, that’s the “Total Requested Chats.”

2. Max Queue Time: The longest time a chat spent waiting in the queue before being picked up by an agent. Managing queue times ensures timely responses. Suppose a chat queue exists, and chats wait in line until an available agent picks them up. The “Max Queue Time” is the longest duration a chat spent waiting.

3. Time Intervals (00~05, 06~10, etc.): These intervals represent different time blocks (e.g., 00:00 to 05:59, 06:00 to 10:59, etc.). The numbers within each interval show how many chats were requested during that time.

Any questions? Please email us at [e-mail]