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First Response Time Calculator
Calculate your average first response time and benchmark against industry standards.
Response Time Distribution
Enter how many tickets fall into each response time bucket and their average response time.
Under 15 min
15 min – 1 hour
1 – 4 hours
4+ hours
Ticket countAvg response (min)
This tool is built by GetGenius — the AI-powered customer support platform.
How It Works
1
Enter your response time distribution
Input how many tickets fall into each response time bucket.
2
Get your weighted average FRT
See your true average first response time across all channels.
3
Benchmark against standards
Compare your FRT with industry benchmarks for chat, email, and AI.
Why Use This Tool?
✓Weighted average calculation across multiple time buckets
✓Industry benchmarks for live chat, email, social media, and AI
✓Identifies what percentage of tickets get sub-15-minute responses
✓Actionable recommendations based on your score
✓No signup required
"Genius handles 60% of our support tickets automatically. The ROI was clear within the first month."
Support Team Lead
Growing SaaS Company
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Frequently Asked Questions
What is First Response Time?
First Response Time (FRT) is the time between when a customer submits a support request and when they receive their first human or AI response. It's one of the most important support metrics.
What is a good FRT?
For live chat: under 1 minute. For email: under 1 hour. For social media: under 30 minutes. AI chatbots respond in seconds, which dramatically lowers your blended FRT.
How does AI improve FRT?
AI chatbots provide instant responses (under 5 seconds) for common questions. This dramatically reduces your average FRT, even if human agents still handle complex issues.
What is GetGenius?
GetGenius provides AI-powered instant responses that reduce your FRT to seconds.