Median First Response Time (Median FRT) represents the median time between when a ticket is initially created and when the first public reply is sent.
This metric is similar the same as our existing average First Reply Time except, instead of taking the average we use the median instead.
Formula: Time of first public reply - Time ticket is created = Median First Response Time
Note: Median FRT does not account for any business hours you have configured in Zendesk. Rather, it represents the total clock time between when a ticket was created and when the first reply was sent, regardless of the time your support organization was open.
Common uses of First Response Time
Median FRT is a great way to understand, on the median, how long your customers have to wait to receive a reply after opening a support ticket.