Why did first response time jump in Kustomer?
The Kustomer help pages give 4 common reasons. The first to rule out: If an automated assistant handles a customer's first message, first response time is measured from when the conversation enters the queue instead.
What causes it?
If an automated assistant handles a customer's first message, first response time is measured from when the conversation enters the queue instead.
In the Kustomer help:
If the initial inbound message is handled by the Customer Assist feature, then this is instead calculated as the amount of time between the conversation first entering the queue and the first outbound message in a conversation.
Conversation report, read 2026-11-12.First response time is credited to the agent who replied first, not to the team the conversation is assigned to, so a team's figure follows its agents' first replies.
In the Kustomer help:
FRT is attributed to the agent who sends the first response, not to the team the conversation is assigned to.
Conversation report, read 2026-11-12.An agent who belongs to several teams counts toward each of them, so one slow reply can show up in more than one team's number.
In the Kustomer help:
If an agent belongs to multiple teams, their first response counts toward all teams they are a member of.
Conversation report, read 2026-11-12.Replies sent by a bot do not count toward an agent's first response time.
In the Kustomer help:
Messages sent by the bot do not count toward the agent's FRT.
Conversation report, read 2026-11-12.
How do I check it myself?
Check which date each report uses to place a conversation in your date range, since that decides which conversations appear in the chart.
In the Kustomer help:
The Date Anchor is the attribute linked to the date range picker in each report's header that determines whether or not any objects that fit the calculation criteria will appear in your chart or table.
Conversation report, read 2026-11-12.Look at inbound messages by day and hour to see when customers wrote in most during the stretch where response time rose.
In the Kustomer help:
This heatmap shows when your team receives the most inbound messages, on average for a given day & time, color coded from light to dark blue, with darker shades indicating higher volume.
Conversation report, read 2026-11-12.
How does Kustomer work with Feder?
- Connect Kustomer to Feder and it joins your Experience apps.
- When you connect Kustomer, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Kustomer, one of your Experience apps. Feder only reads. It never changes anything in Kustomer.
What else goes wrong with these numbers?
- Why are more conversations waiting in my Kustomer queues?Kustomer
- Why did my Kustomer satisfaction score drop?Kustomer
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Kustomer help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.