KKPI Formulas
Customer Support KPI Formula

First Response Time Formula

First response time measures how long customers wait for the first support reply.

Use the calculator Browse Customer Support KPIs
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Simple formula

Time of First Response - Ticket Created Time

The formula uses these inputs:

  • First Response Time Number: enter your value in the calculator or spreadsheet.
  • Ticket Created Time Number: enter your value in the calculator or spreadsheet.

Excel formula

Use this Excel formula as a starting point. Replace the sample cell references with the cells in your worksheet.

=B2-C2

Google Sheets formula

In most cases, the Google Sheets version uses the same structure as Excel.

=B2-C2

Power BI DAX measure

Use this DAX pattern as a starting point and rename measures or columns to match your Power BI model.

First Response Time =
DATEDIFF([Ticket Created Time], [First Response Time], MINUTE)

SQL example

This generic SQL pattern can be adapted to your warehouse table names and column names.

SELECT
    /* replace with your formula */ AS first_response_time
FROM kpi_data;

First Response Time calculator

Result—

How to interpret First Response Time

Use this KPI with trend data, targets, and related metrics. A single value is less useful than a consistent definition tracked over time.

Important: KPI definitions can vary by company, accounting policy, analytics platform, or reporting standard. Keep the definition consistent when comparing periods.

Common mistakes

  • Mixing different time periods in the numerator and denominator.
  • Using totals that do not match the KPI definition used by your company.
  • Comparing results across teams or industries without context.

Related KPI formulas

Frequently asked questions

What is the First Response Time formula?

The common First Response Time formula is: Time of First Response - Ticket Created Time.

How do you calculate First Response Time in Excel?

Use this Excel formula pattern: =B2-C2. Replace the cell references with your own data.

Can this KPI be calculated in Power BI?

Yes. Use the DAX measure on this page as a starting point and adjust table and column names to match your model.