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Email
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No Code Integrations
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We Are Thankful
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Back to Glossary
First Response Time (FRT)
noun
The average length of time from ticket creation to initial response.
CS Industry Terms
Average Handle Time (AHT) or Average Problem Resolution Time (APRT)
BPO
CS
CX
Customer Effort Score (CES)
Customer Satisfaction (CSAT)
Deflection
Lifetime value
Net promoter score (NPS)
Omnichannel communication
Service Level Agreement (SLA)
Text Analytics aka Text Mining
Tier 1 Agent
Time to First Response (TTFR)
