How long do your agents take to make the first reply on a case? This is your first response/reply time (FRT). This metric shows how long it it takes for your support team to get back to a customer’s first request.
First response time is more important than your overall response/reply times because it’s an acknowledgment to the customer that their issue is being looked into. It also indicates how quickly your team is addressing new support cases, and helps you see whether you have enough team members to deal with volume.
Different channels have different expectations for FRTs, but in general a high rate means that customers may channel switch because they aren’t sure if you’ve received their message or are working on their case. Your goal is to keep your FRT as low as possible, because a speedy first response shows customers that you’re taking them seriously. FRTs should be outlined in your SLAs.