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What is First Response Time (FRT) and how to track & set FRT in Cheerio?

Updated: 12 hours ago

First response time (FRT) is the number of minutes or hours passed from the time a customer first submits their case and a contact center agent responds to it.


On Cheerio, you can set FRT for your Team Inbox and track your agents.


1. To set FRT you have to go manage profile section by clicking the profile image in the bottom left.



2. Here select the "Chat preferences" tab.



3. Set your desired time in minutes & save preferences & you're good to go. Your FRT Exceeded chats will get highlighted will red dot and will be visible to all agents to respond quickly.


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