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What first response time means
First response time is one of the most-watched support metrics. Here's a clear explanation of what it is, how to measure it, and the common pitfalls.
Written by Orbit Editorial Team
MSP & B2B service-operations writers
Reviewed for technical accuracy
Last reviewed
Quick Answer
First response time is one of the most-watched support metrics. Here's a clear explanation of what it is, how to measure it, and the common pitfalls.
Who it's for
- Service managers tracking FRT
Pain points we solve
- Inconsistent FRT definitions
How Orbit fits
Human-response-only FRT. No counting auto-replies.
Common use cases
When teams reach for this
- FRT definition for new managers
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