Support metrics
First response time
First response time is how long a customer waits between sending a message and receiving the first meaningful reply from the business.
Also calledFRTtime to first reply
It correlates with satisfaction more strongly than resolution time does, because waiting with no acknowledgement is the part customers dislike most. Measure it against your own working hours, or an overnight message will make every Monday look like a failure. An automated acknowledgement that answers nothing should not count.
More in Support metrics
Worth knowing alongside it.
- Average handle time
- Average handle time is the average amount of working time an agent spends on one conversation from start to resolution.
- CSAT
- CSAT is a customer satisfaction score collected by asking a customer to rate a specific interaction, usually on a short numeric scale immediately afterwards.
- Omnichannel inbox
- An omnichannel inbox is a single shared queue where messages from every connected channel arrive together, with one conversation thread and one contact record per customer.