First Response Time Calculator: calculate first response time for your business. Formula, benchmarks, and practical tips included.
Average FRT = Sum of all first response times ÷ Number of tickets responded to
Worked example: 500 email tickets in a week. Sum of first response times = 4,800 hours. Average FRT = 4,800/500 = 9.6 hours. Industry benchmark for email support: under 8 hours is good; under 24 hours is expected. This team is within range but above the top-performer benchmark — investigate if there are periods of high queue buildup.