Metrics & KPIs

Time to First Word (TTFW)

/ time-to-first-word-ttfw /

How quickly the agent’s first word is heard after the caller finishes speaking — the human-perceived response time.

Why it matters

TTFW is the delay callers actually feel after they stop talking. It’s the human-centric latency number that should headline your dashboards.

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)

Time to First Word (TTFW)

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