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.

Filters and Options

1. Agent Filter: Allows you to filter the data for specific agents or view it for all agents.

2. Department Filter: Allows you to filter the data based on departments created.

3. Channel: Allows you to filter data based on the channel used by the customer.

4. Time Range Selection: Provides options to select the desired time range for analysis: Last 1 Day, Last 7 Days, Last 30 Days.

Report Elements

Column	Description
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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