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First response time is the time elapsed between submission of a query and the first time a customer support representative responds to that query. Larger organizations tend to create an enterprise level SLA for support mechanism they follow.
Response time is the average time between response. Suppose a minor issue has been raised by a customer on your website’s live chat. It takes 5 responses to resolve the issue, with response time for each of them being 1, 3, 2, 5 and 4 minutes respectively. Effectively, the response time would be 3 minutes.
First Contact Resolution (FCR) ratio is the percentage of issues that are resolved on the first interaction with the customer. A 75% FCR ratio is a good indication of customer support team efficiency.
The average hold time of customers until they are served. This could be the time elapsed in providing first response or time elapsed between routing customers to specific departments. The aim is to keep this time as low as possible.
This number varies from two to six concurrent chats per agent. 4 concurrent chats can be taken as a good average.
The averaged over time to resolve an issue. It varies depending on the severity of the issue, industry and business size, support channel and overall efficiency of the support team. A generic first response and resolution time have been listed in the table.
| Priority | Response(min) | Resolution(hrs) |
|---|---|---|
| Urgent | 15 | 4 |
| High | 30 | 24 |
| Medium | 30 | 72 |
| Low | 120 | 1 week |
