- name: avg_resolution_hours
  display_name: Average Resolution Time
  category: support
  type: average
  unit: hours
  grain: monthly
  time_column: created_at
  table: support_tickets
  expression: "AVG(EXTRACT(EPOCH FROM (resolved_at - created_at)) / 3600)"
  description: "Average time in hours from ticket creation to resolution. Key support team performance metric. Lower values indicate more efficient support operations."
  dimensions:
    - priority
    - category
    - agent
    - channel
  notes:
    - "Only includes resolved tickets (excludes open and escalated)"
    - "Business hours calculation is not applied; uses wall-clock time"
    - "Outliers above 720 hours (30 days) are excluded from average"
  synonyms:
    - resolution_time
    - time_to_resolve
    - ttr
  sql: |
    SELECT
        DATE_TRUNC('month', created_at) AS month,
        ROUND(
            AVG(EXTRACT(EPOCH FROM (resolved_at - created_at)) / 3600), 1
        ) AS avg_resolution_hours,
        COUNT(*) AS resolved_tickets
    FROM support_tickets
    WHERE resolved_at IS NOT NULL
        AND EXTRACT(EPOCH FROM (resolved_at - created_at)) / 3600 <= 720
    GROUP BY 1
    ORDER BY 1
  sql_by_priority: |
    SELECT
        priority,
        ROUND(
            AVG(EXTRACT(EPOCH FROM (resolved_at - created_at)) / 3600), 1
        ) AS avg_resolution_hours,
        COUNT(*) AS ticket_count
    FROM support_tickets
    WHERE resolved_at IS NOT NULL
        AND EXTRACT(EPOCH FROM (resolved_at - created_at)) / 3600 <= 720
    GROUP BY 1
    ORDER BY 2