Support / Customer Success
First Response Time FRT (aka "first reply time", "time to first response", "TTFR")
How long a customer waits from opening a ticket to the first reply.
The fork, why two teams get different numbers
What counts as the "first response" and which clock runs both fork.
In the Metric Library
- The full fork, both definitions worked all the way through
- The trap that makes the number lie, on a real export
- Every formula variant, spelled out
- The reconciliation anchor, what to tie it to and when to refuse
Reference: Support-operations / ITSM convention - no single standards body