First Response Time Explained

To calculate your First Response Time (FRT), subtract the timestamp of when a customer's inquiry was received from the timestamp of when your support team sent the first response. It provides the time it takes to acknowledge the customer's initial request.

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Standard tools to measure response time include customer service software with built-in reporting and analytics, which track response timestamps, and third-party monitoring services that record and report response times for websites and online services. These tools help businesses accurately assess and improve their customer service performance. This explanation is specific to First Response Time.

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The minimum response time is the shortest amount of time it takes for a customer service agent or system to acknowledge a customer's inquiry, typically measured in minutes or seconds. It represents the quickest response achievable and is a critical component of First Response Time (FRT) metrics.

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