"First Response TImes by Customer Domain" shows you how long customers in a particular email domain typically wait for their first response from an agent. If you see customers with a high FRT, this may be an indication that they should be given extra attention to avoid any cancellation risks.
"First Response Times by Responding Agent" shows how long each of your agents typically takes to respond to their messages. You can use this to determine whether certain team members may need re-training to address customer concerns more quickly. However, keep in mind that if you have team members that are typically brought in halfway through tickets as an escalation point that this may skew their FRT to be higher than expected.
Updated 12 months ago