36 lines
1.2 KiB
YAML
36 lines
1.2 KiB
YAML
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
|