First response time measures the interval until the first relevant reply to a customer contact. It is not resolution time; explicitly state whether automated acknowledgements count.[1]
For an average, divide the sum of included intervals by the corresponding contacts in the same period, for example in minutes. Define the start event, calendar or business time and treatment of unanswered contacts. Otherwise identical labels can conceal different measures.
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Compiled with AI assistance using public sources. General explanation, not individual legal or tax advice. Describing a concept does not mean Zoloo offers it as a feature.