First response time SLA estimator
Measure first-response SLA attainment from replies within target versus total, and see how many more you need to hit 95%. Track real FRT in Sellio analytics once you are live.
SLA attainment
92.0%
920 of 1,000 within 5 min
Missed
80
first replies over target
To reach 95%
+30
more replies within target
Inputs
min
1 min (min)60 min (max)
- Within 5 min920
- Missed80
How to use it
- 1Set your first-response SLA target in minutes.
- 2Enter how many first replies landed within target, and the total.
- 3Read attainment, how many were missed and how many more you need for 95%.
FAQ
Many chat teams aim for a first reply in under a minute during business hours. Pick a target you can actually staff rather than one that looks good on paper.
- Chat expects speed. A visitor on your site is waiting; a minute feels long, while email tolerates hours.
- Staff the target. Check how many chats your team can take at that speed before promising it.
- Measure attainment, not average. The estimator counts replies within target versus total, which is what an SLA promises.
Real first response time is tracked on the analytics page.
Still have a question? Contact us or browse the docs.
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See also: Shared inbox