First-Response Time (FRT)
First-Response Time (FRT) is the duration between a customer submitting a support question and receiving an initial helpful response.
First-Response Time (FRT) is a customer service key performance indicator measuring the elapsed time between initial ticket creation and the first agent reply.
How First Response Time works in practice
Traditional email support has an average FRT of 4 to 12 hours, while live chat queues often average 3 to 15 minutes during business hours.
AI website assistants reduce FRT to under 2 seconds 24/7/365, dramatically improving customer satisfaction and pre-purchase conversion.
How SiteMind implements First Response Time
SiteMind delivers instant sub-2s responses around the clock, eliminating support backlog during weekends and holiday sales rushes.
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Related Technical Concepts
Support Ticket Deflection Rate
Ticket deflection measures the percentage of customer support inquiries successfully resolved by AI without requiring a human agent.
Time-To-First-Token (TTFT)
Time-To-First-Token (TTFT) measures the latency between a user sending a message and the first visible word appearing in the chat window.
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