{"id":272071,"date":"2025-07-30T08:31:45","date_gmt":"2025-07-30T08:31:45","guid":{"rendered":"https:\/\/www.revechat.com\/?post_type=help-center&p=272071"},"modified":"2026-04-29T06:50:53","modified_gmt":"2026-04-29T06:50:53","slug":"first-response-time","status":"publish","type":"help-center","link":"https:\/\/www.revechat.com\/help-center\/first-response-time\/","title":{"rendered":"First Response Time"},"content":{"rendered":"\n

<\/p>\n\n\n\n

A First Response Time (FRT) report measures the time it takes for a company\u2019s customer support team to respond to a customer\u2019s initial contact on a new support request.<\/p>\n\n\n\n

\"\"<\/figure>\n\n\n\n

Filters and Options<\/h3>\n\n\n\n
    \n
  1. Agent Filter<\/strong>: Allows you to filter the data for specific agents or view it for all agents.<\/li>\n\n\n\n
  2. Department Filter<\/strong>: Allows you to filter the data based on departments created.<\/li>\n\n\n\n
  3. Channel<\/strong>: Allows you to filter data based on the channel used by the customer.<\/li>\n\n\n\n
  4. Time Range Selection<\/strong>: Provides options to select the desired time range for analysis: Last 1 Day, Last 7 Days, Last 30 Days.<\/li>\n<\/ol>\n\n\n\n

    Report Elements<\/h3>\n\n\n\n
    Column<\/th>Description<\/th><\/tr><\/thead>
    Date<\/strong><\/td>The specific date the chat(s) occurred and were handled.<\/td><\/tr>
    Agent Name<\/strong><\/td>The name of the support agent who handled the chats on that date.<\/td><\/tr>
    Total Handled Chats<\/strong><\/td>The average time taken by the agent to respond to the first message across all chats on that date.<\/td><\/tr>
    Fastest FRT<\/strong><\/td>The shortest time the agent took to respond to a chat on that day.<\/td><\/tr>
    Slowest FRT<\/strong><\/td>The longest time the agent took to respond to a chat on that day.<\/td><\/tr>
    FRT Compliance<\/strong><\/td>Percentage of chats where the agent responded within your SLA-defined threshold for FRT.<\/td><\/tr><\/tbody><\/table><\/figure>\n","protected":false},"excerpt":{"rendered":"

    A First Response Time (FRT) report measures the time it takes for a company\u2019s customer support team to respond to a customer\u2019s initial contact on a new support request. Filters and Options Report Elements ColumnDescriptionDateThe specific date the chat(s) occurred and were handled.Agent NameThe name of the support agent who handled the chats on that […]<\/p>\n","protected":false},"author":36,"featured_media":0,"menu_order":12,"template":"","meta":{"_acf_changed":false,"footnotes":""},"help_center_type":[1843],"class_list":["post-272071","help-center","type-help-center","status-publish","hentry","help_center_type-advanced-analytics"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/help-center\/272071","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/help-center"}],"about":[{"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/types\/help-center"}],"author":[{"embeddable":true,"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/users\/36"}],"version-history":[{"count":2,"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/help-center\/272071\/revisions"}],"predecessor-version":[{"id":302917,"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/help-center\/272071\/revisions\/302917"}],"wp:attachment":[{"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/media?parent=272071"}],"wp:term":[{"taxonomy":"help_center_type","embeddable":true,"href":"https:\/\/www.revechat.com\/wp-json\/wp\/v2\/help_center_type?post=272071"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}