What is first response time (FRT)?
First response time (FRT) is the time between a customer contacting a support team and receiving the first reply, usually averaged across all tickets in a period. Automated acknowledgements, such as "we've received your email", are normally excluded, because they do not respond to what the customer asked.
Also called: first reply time, time to first response, average first response time
Why first response time matters
FRT shapes how responsive a brand feels. When customers wait a long time for a first reply, they send chasers or contact the brand again on another channel, which creates duplicate tickets and adds to the queue. FRT is also called first reply time or time to first response.
FRT measures only the wait for the first reply. Resolution time runs until the issue is solved, and average response time covers every reply in the conversation. A fast first reply that does not help the customer improves FRT without improving the experience. Teams also differ on whether a full answer from an AI agent counts as a first response, so choose a method and keep it consistent.
How it's calculated
FRT = total time to first response ÷ number of tickets that received a response
Worked example: four tickets receive their first reply after 1, 2, 3 and 26 hours. The mean FRT is 32 ÷ 4 = 8 hours. The median is 2.5 hours, because one slow ticket pulls the mean up. Report the median alongside the mean, and decide whether to count business hours or calendar hours. A request sent at 6pm and answered at 8am is 14 calendar hours, even if it is far less in business hours.
Example
Pink Boutique reports that its first response time fell from 24 to 48 hours to around eight hours after automating customer service with DigitalGenius.
First response time and DigitalGenius
DigitalGenius can answer and resolve routine requests within minutes of a ticket arriving, and it passes tickets that need a person to the team.
Related terms
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FAQ
Does an auto-reply count as a first response?
No. Most helpdesks and most teams exclude automated acknowledgements from FRT, because they confirm receipt without answering the question. Count the first reply that responds to what the customer asked.
Should FRT use business hours or calendar hours?
Calendar hours reflect the customer's wait. Business hours reflect the team's performance while it is staffed. Many teams track both and set targets in business hours. Calendar hours should be the focus, because that is the wait customers experience.
How is first response time different from resolution time?
First response time stops at the first reply. Resolution time runs until the customer's issue is solved, which can take several replies. A team can have a fast first response time and a slow resolution time.
· By Iain Moss