First Response Time (FRT)

What it is

First response time is the elapsed time between a ticket being created and the first substantive reply. Auto-acknowledgments usually don't count.

Why it matters

It's the first thing a customer feels and a common SLAService Level Agreement (SLA)A contractual commitment on response or resolution times. term. A fast, useful first reply sets the tone for the rest of the ticket.

Best practices

1. Measure in business and calendar hours – Both matter, to different customers.
2. Make it substantive – A fast reply that says nothing hurts more than it helps.
3. Cover off-hours – Overnight tickets drive the long tail of FRT.

How Decimal helps

Omnea cut first response time to 3.8 minutes with Decimal, which responds around the clock with an investigated answer.