From: Ngozi Eze, support manager
Question: Are we meeting our response targets, and where are we falling short?
"Our targets for a first response: urgent within 60 minutes, high within 120, normal within 480 (one working day), low within 1,440. I need the share of tickets that met target by priority, what is still waiting for a first answer, how each agent does, and which channel needs help first."
Data: tickets (times in UTC; first_response_at is empty until someone answers), employees.
Deliverable: one query per question; the last step names the channel.
Service targets (SLAs) turn timestamps into yes/no answers: was this ticket answered within its target? Rates of "yes" by group show where the team falls short.
Unanswered tickets are the edge case that decides whether the report is honest. A ticket with no response has no response time, so it would silently drop out of an average. Here it counts as missed if it's past its target. Keep that rule the same in every step.