First Reply Time and Requester Wait Time are key support health metrics. However, they're backward-looking metrics that only get recorded after you've sent a reply.
This means your FRT dashboard shows you how long customers waited yesterday or last week. It doesn't show you customers who are waiting for a reply right now.
The tickets currently in your queue will determine tomorrow's FRT numbers. If they sit too long, they'll drag your metrics down.
You can't improve a ticket that already waited 6 hours last Tuesday. You can do something about one that's been waiting 4 hours today.
With Geckoboard, you can track when customers have been waiting longer than your target response time. You can display the actual tickets or just show a count of how many are waiting too long.
This video shows you how to monitor tickets without a first reply after 4 hours using Status indicators.
You can even break this down by agent using Drilldown. In the video, Jon has 62 tickets that have been open for more than 4 hours and haven’t received a single response.
You can also get automatic alerts in Microsoft Teams or Slack when thresholds are hit, so you can intervene before a minor delay becomes a bigger problem.