First Reply Time (FRT) represents the time between when a ticket is initially created by a customer and when the first public comment is sent by an agent.
🧮 How do we calculate this?
|Formula: Time of first public comment - Time ticket is created = First Reply Time|
We calculate the average of an agent's First Reply Time in two ways:
Mean: The total sum of your FRT's ÷ the amount of FRT's you achieved. For example, if you achieved FRT's of 45, 50 and 85 minutes, it would be calculated by 45 + 50 + 85 ÷ 3 = 60 mins is your Mean Average first Reply Time.
Median: The middle sum of your total number of First Reply Times. For example, if you achieved FRT's of 45, 50, 65, 85, 120 minutes, your Median Average First Reply Time is 65 minutes.
🙋 So what does this mean for me?
A low Avg. First Reply Time means that your response time between a customer inquiry and your reply is fast. Therefore, customers don't have to wait long for a first point of contact which positively impacts customer satisfaction and can allow you to resolve the ticket more quickly.
📊 How do we use this in your Dojo?
Whilst all metrics contribute to an agent's skill points in their personal Dojo, some metrics reward more or less for certain skills. This is how Avg. FRT is distributed towards an agent's Quality, Productivity and Speed points.
Average First Reply Time