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First Response Time (FRT)

The elapsed time from ticket creation to first meaningful response from support.

Support

Definition

First Response Time is a key support metric measuring how quickly a customer receives a first substantive response after submitting a ticket. Auto-responses don't count; FRT measures human or AI-assisted meaningful engagement. FRT directly correlates with customer satisfaction.

Key points

  • Measured from ticket-created to first-agent-response timestamp
  • Typical B2B FRT targets: 1-4 hours for standard, 15-60 minutes for urgent
  • AI-assisted deflection can respond faster than human agents
  • FRT distribution (percentile) matters more than average
Example

A customer submits a ticket at 10:00am. The support agent replies substantively at 10:23am. FRT = 23 minutes.

Related terms

SLA (Service Level Agreement)CSAT (Customer Satisfaction Score)Ticket Deflection

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First Response Time (FRT): Benchmarks & Measurement | KamoCRM | KamoCRM