Metrics & KPIs

First Response Time (FRT)

/ first-response-time-frt /

How quickly a customer receives the first meaningful reply in a chat, email, or messaging conversation.

Why it matters

In async channels, the first response sets expectations for the whole interaction. Slow FRT loses customers before the agent gets a chance to help.

Related — Metrics & KPIs

After-Call Work (ACW)

Average Handle Time (AHT)

Average Speed of Answer (ASA)

Call Abandonment Rate

Containment Rate

CSAT (Customer Satisfaction Score)

Customer Effort Score (CES)

Deflection Rate

End-to-End Latency

First Call Resolution (FCR)

First Response Time (FRT)

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