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First response time

Last updated 2026-05-01

Definition

First response time (FRT) is the time between a customer creating a ticket and a support agent — human or AI — responding for the first time. It is one of the most-tracked customer support metrics and a leading indicator of CSAT.

How FRT is calculated

FRT = time of first agent reply − time of ticket creation. Teams typically report median FRT (more representative than mean) and exclude time outside business hours unless they offer 24/7 support.

FRT benchmarks by channel

Live chat: under 1 minute is the expectation; under 30 seconds is best-in-class. Email: under 2 hours during business hours is good; under 30 minutes is best-in-class. WhatsApp / social DMs: under 30 minutes is the expectation given the channel's real-time nature.

How to improve FRT

Use AI agents to send instant first responses on common questions, set up auto-acknowledgment for tickets, route by skills to avoid handoffs, and monitor SLA breaches in real time.

Frequently asked questions

What is first response time?

First response time (FRT) is the time between when a customer creates a support ticket and when an agent — human or AI — responds for the first time.

What is a good first response time?

Under 1 minute on live chat, under 2 hours on email during business hours, and under 30 minutes on WhatsApp or social DMs are typical good targets.

How do you reduce first response time?

Deploy AI agents for instant first replies on common questions, use auto-acknowledgments, route by skill to avoid handoffs, and monitor SLA breaches in real time.

Related terms

SLACSATDeflection rate

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