Definition
The elapsed time between a customer submitting a support request and receiving their first reply from an agent.
Cite this definition
"First Response Time (FRT)", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/FirstResponseTime
Business Importance
FRT is one of the most commonly contracted SLA metrics because it's the customer's first impression of support quality, independent of how long full resolution takes.
Industry Examples
An SLA committing to a first response under 60 seconds for live chat and WhatsApp and under 15 minutes for email tickets.
Related Service
How Infusion BI delivers this:
Live Chat & Email Support
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