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First Response Time (FRT)

noun

What is First Response Time (FTR)?

First Response Time (FTR) is 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)
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