FRT (first response time)

FRT is the time between a customer's first message and the first reply from an agent.

First Response Time is one of the key support metrics. A customer waits for a solution more calmly after quickly getting a confirmation that they were heard.

FRT is measured as an average and a median, separately for working hours. It depends on team load, shift schedule, templates and automation.

Connecta shows FRT in analytics by team, agent and channel.