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Metrics
First Response Time
How long a customer waits for the first human or AI reply after reaching out.
Glossary/First Response Time
First Response Time (FRT) measures the time between a customer's initial message and the first reply they receive. It's a key driver of satisfaction: customers judge responsiveness heavily on how quickly someone acknowledges them, even before the issue is fully resolved.
Fast first response is where AI has an outsized impact — an AI agent can reply instantly, 24/7, dropping FRT to near zero for the questions it can handle and buying time for human agents on the rest. FRT is usually measured against business hours and SLA targets.
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