How is First Response calculated?
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First Response Time is the time that the bot or the agent takes for responding to a user's query on the chat. It is the first response by the bot when a user enters the chat or the first response by an agent, when the user's chat is transferred to an agent.
The FRT i.e. the First Response Time that we show on the User Interface of Smart Agent Chat is an average of all the FRTs for a particular conversation. This means it averages the FRT of the bot, as well as the FRT of an agent.
The following example shows you a detailed overview of how FRTs are generated on the UI of Smart agent chat -
- In the given image, you can see that the chat was transferred to an agent at 11:44:32 AM, and the agent responded to the user at 11:44:37 AM.
- Here, the Agent's FRT is 5 seconds.
- But, on the Smart Agent Chat User Interface, the FRT mentioned for this particular conversation is 3 Seconds.
- The main reason why the FRT on the Smart Agent Chat tool is 3 seconds, is because the UI uses the FRT with the queue time as well.
- The image shown below is the report wherein you can see that when the user requested to chat with an agent, the queue time was 1 second, as shown 0:00:01, whereas the agent's response time was 5 seconds, as shown 0:00:05.
- So, on the Smart Agent Chat User Interface, the FRT that you see is the average of all FRTs.
- Hence, if you calculate the average, you would get 3 seconds, as shown in the Smart agent Chat User Interface.