First Response Time
- July 30, 2025
- 1 mins read
Table of Content
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
- 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
| 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 | 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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