First Response Time (FRT)
First Response Time (FRT): Time from ticket creation to first human response.
Also known as: FRT
Formula
FRT = Median of (First response timestamp - Ticket created timestamp)Benchmarks
| Channel | Target | Reality |
|---------|--------|---------|
| Chat | < 1 minute | Best channel for speed |
| Email (B2B) | 4-6 hours | Industry average is 12+ hours |
| Email (Enterprise) | < 1 hour | Premium SLA expected |
| Phone | < 30 seconds (80% within 20 sec) | "80/20 rule" standard |
What It Tells You
How quickly customers get acknowledged. Impacts satisfaction.
GASP Standard v1 · Last updated