First Response Time Calculator
Enter how long customers wait for a first human (or bot) reply. Benchmarks are rules of thumb for email, live chat, and social—use them alongside CSAT and NPS.
Benchmark your first response
Use minutes for all channels (e.g. live chat 1.5 = 90 seconds). Adjust targets to your SLA and industry.
Speed and quality at scale
An AI support agent answers instantly on first contact while your team handles edge cases—often improving both FRT and CSAT.
Benchmarks are illustrative; set SLAs with your team and customers.
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