name: support_resolution_time
display_name: Support Resolution Time
category: operations
type: avg
unit: hours
grain: monthly
table: tickets
expression: "AVG(resolution_hours)"
time_column: created_at
description: "Average Support Resolution Time — the mean time in hours from ticket creation to resolution. Key support quality and efficiency metric."
dimensions:
  - priority
  - category
synonyms:
  - mean_resolution_time
  - avg_resolution_time
  - time_to_resolve
  - ttr
notes:
  - "Resolution time = resolved_at - created_at, in hours"
  - "Exclude tickets still open (no resolved_at)"
  - "SLA targets vary by priority: Critical <4h, High <24h, Normal <72h"
  - "Consider p50/p95 in addition to mean to detect outliers"
sql: |
  SELECT
      DATE_TRUNC('month', created_at) AS month,
      priority,
      category,
      COUNT(*) AS tickets_resolved,
      ROUND(AVG(resolution_hours), 2) AS avg_resolution_hours,
      ROUND(PERCENTILE_CONT(0.5) WITHIN GROUP (ORDER BY resolution_hours), 2) AS p50_hours,
      ROUND(PERCENTILE_CONT(0.95) WITHIN GROUP (ORDER BY resolution_hours), 2) AS p95_hours
  FROM tickets
  WHERE resolved_at IS NOT NULL
  GROUP BY 1, 2, 3
  ORDER BY 1, priority, avg_resolution_hours DESC