Performance Analytics of Operators

Owned by Shawon
Last updated: Dec 09, 2020
2 min read

What is FTTR, MTTR, HTTR?

 

Definitions:

FTTR - First Time To Response

MTTR - Median Time To Response

HTTR - Handling Time To Response 

 

Calculation Methods:

FTTR – Average of (creation time – First Response Time) when ticket is not resolved/completed

            MTTR - Average of (creation time – resolve time) when ticket is resolved

            HTTR - Average of (First Response Time – resolve time)

 

FTTR- is consider as Average first response time (creation time to First Response)

FRT = First Response - Customer Comment/Inbox Time

E.g.: If a task has been created on 00:01hr and first response done on 00:01:30hr here FTTR is 30sec.

 

MTTR- Is consider as Average Response time (Creation time to resolve time)

E.g.: If a task has been created on 00:01hr and closed at 00:02min so here MTTR is 60 sec.

 

HTTR- is consider as average handling time (First response time to resolve time)

E.g.: If a task has been created on 00:01hr, first response done on 00:01:30 and closed at 00:02hr so here HTTR is 30sec.

 

Updated Logic: (12th Dec, 2020)

Here,

FTTR = Response Time - Landing Time; R - L
MTTR = Done Time - Landing Time; D - L
HTTR = Done Time - Assign Time; D - A

Now What is Landing Time?

It has two different definitions.

  • Facebook Posted Time. i.e: The exact Facebook time of Comment/Reply/Message

  • Business Hour Time. Here, landing time will be set according to Business Hour

 

 

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