We’re introducing a new Helpdesk performance metric — Human First Response Time after AI Handover (HFRT) — to help you better understand and optimize your AI-Human collaboration.

💡 What is HFRT?

HFRT measures the time it takes for a human agent to reply to a customer after an AI agent was unable to handle the request and handed the ticket over.

This metric gives you visibility into how quickly your team engages with customers after AI intervention, helping you identify and improve areas where the human handover experience can be made smoother and faster.

📊 Where to find it

You can now track the HFRT metric in the following Support Performance reports (under the Statistics section):

• Overview → Median value of the HFRT metric

• Agent → Median value for each agent

• Channel → Median value for each channel

🧠 Note: HFRT is undefined for tickets that are fully handled by AI agents or fully handled by humans (i.e., where no AI-to-human handover occurs).

🚀 Why it matters

As AI continues to automate more of your support workflow, measuring post-handover responsiveness becomes crucial. HFRT helps you:

• Monitor the speed of human follow-up after AI handovers

• Identify delays in response time after automation fallback

• Enhance customer experience through faster, smoother transitions between AI and human support