The FRT timer starts when a ticket is created and stops when an agent sends the first public reply. If the timer expires before a reply is sent, the FRT SLA is breached and escalation rules can trigger to alert supervisors.
FRT calculations respect the business hours configured in the department. If a ticket arrives at 11 PM and the team works 9 AM to 6 PM, the FRT timer only counts time during business hours, preventing overnight breaches for non-24/7 teams.
Assignment rules and round-robin distribution reduce FRT by ensuring tickets reach the right agent immediately. Canned responses and reply suggestions from Zia also help agents send faster, accurate first replies.
FRT is the time between ticket creation and the first agent reply. It is a key SLA metric. If FRT is breached, escalation rules alert supervisors so corrective action can be taken.
No, by default FRT only counts time within configured business hours. A ticket arriving after hours won’t show an FRT breach overnight, as long as business hours are correctly set in the department.
Aaxonix is a certified Zoho implementation partner based in Pune. Architecture-first, no surprises.