First Response Time

Overview Page

This report provides an overview of the First Response Time (FRT), highlighting the average time it took for agents to respond to customer inquiries over a selected period. The bar chart compares the average FRT across different time frames, showing trends or improvements. The report also displays the overall average FRT and total cases analyzed.

Filters can customize the data view based on various criteria such as date, unit, service category, channel, entry mode, and specific FRT ranges.

By Unit Page

This report analyzes First Response Time (FRT) by unit, helping to understand how quickly different units respond to cases.

• The Units Breakdown table at the top lists various units, their case count, and average FRT. This allows for comparing how different units perform regarding initial response speed.

• The bar chart at the bottom shows the Average First Response Time over time, allowing you to track changes in response time across different years, months, and days.

• The report highlights the overall Average FRT in the top right corner and the total Case Count in the bottom right corner.

This report is useful for identifying units that are performing well in terms of response time and those that may need improvement to provide quicker responses to customer inquiries.

By Category Page

This report analyzes First Response Time (FRT) by service category, helping to understand how quickly different service categories respond to cases.

• The Service Categories Breakdown table at the top lists various service categories, their case count, and average FRT. This allows for comparing how different service categories perform in terms of initial response time.

• The bar chart at the bottom shows the Average First Response Time over time, allowing you to track changes in response time across different years, months, and days.

• The report highlights the overall Average FRT in the top right corner and the total Case Count in the bottom right corner.

This report is useful for identifying service categories that are performing well in terms of response time and those that may need improvement to provide quicker responses to customer inquiries.