Business hrs cc

biz-hours/data/expected_fct_support_tickets.csv

@@ -0,0 +1,11 @@
+id,calendar_minutes_to_first_response,business_minutes_to_first_response,calendar_minutes_to_first_close,business_minutes_to_first_close,calendar_minutes_to_last_close,business_minutes_to_last_close
+263c7e9022713fa39b62ac583fd26701,780,60,5071,1471,5453,1471
+af23d77bb2d304f5649da474b81fedeb,1433,713,4620,2460,4620,2460
+e8b40b51ae64949c2f3bac987840f042,784,64,8360,2600,8360,2600
+793a0185de6dd851e395743c8c84b939,1553,833,4741,2581,4741,2581
+f2721518d728f1a359517d1e1d432424,18,18,20,20,1458,738
+aa0dfd6e6b3722d485f29cb09e1a2683,14,14,1112,392,1112,392
+ee02aaa6e76c087e34211df44b694123,7,7,1848,1128,1848,1128
+fc7ee5d4cbb678b7f85de637ff20496d,23,23,4409,809,4409,809
+618e94c101c6b0ffd3b0ac887dc9e30b,1,1,,,,
+8995d903fb57323dbc6821a0aee9cfa4,26,26,117,117,80621,28781

biz-hours/data/sample_tickets.csv

@@ -1,11 +1,11 @@
-id,user_id,state,subject,conversation_created_at_business,first_response_at_business,first_closed_at_business,last_closed_at_business
-263c7e9022713fa39b62ac583fd26701,1234,closed,Porridge too hot,2021-03-24 19:29:23.000,2021-03-25 08:29:20.000,2021-01-28 08:00:00.000,2021-01-28 14:22:48.000
+id,user_id,state,subject,conversation_created_at,first_response_at,first_closed_at,last_closed_at
+263c7e9022713fa39b62ac583fd26701,1234,closed,Porridge too hot,2021-03-24 19:29:23.000,2021-03-25 08:29:20.000,2021-03-28 08:00:00.000,2021-03-28 14:22:48.000
 af23d77bb2d304f5649da474b81fedeb,1234,closed,Porridge too cold,2021-01-04 10:01:34.000,2021-01-05 09:54:29.000,2021-01-07 15:01:43.000,2021-01-07 15:01:43.000
 e8b40b51ae64949c2f3bac987840f042,1234,closed,Porridge just right!,2021-01-07 19:54:44.000,2021-01-08 08:58:34.000,2021-01-13 15:14:04.000,2021-01-13 15:14:04.000
 793a0185de6dd851e395743c8c84b939,1234,closed,Bed too firm,2021-01-04 08:00:00.000,2021-01-05 09:53:02.000,2021-01-07 15:01:57.000,2021-01-07 15:01:57.000
-f2721518d728f1a359517d1e1d432424,1234,closed,Bed too soft,2021-02-01 08:00:00.000,2021-02-02 08:18:24.000,2021-02-01 08:20:18.000,2021-02-02 08:18:36.000
+f2721518d728f1a359517d1e1d432424,1234,closed,Bed too soft,2021-02-01 08:00:00.000,2021-02-01 08:18:24.000,2021-02-01 08:20:18.000,2021-02-02 08:18:36.000
 8995d903fb57323dbc6821a0aee9cfa4,1234,closed,Bed just right! Can I have it?,2021-01-20 13:03:09.000,2021-01-20 13:29:37.000,2021-01-20 15:00:57.000,2021-03-17 12:44:53.000
 aa0dfd6e6b3722d485f29cb09e1a2683,1234,closed,Chair is too big,2021-01-28 17:13:50.000,2021-01-28 17:27:10.000,2021-01-29 11:45:36.000,2021-01-29 11:45:36.000
 ee02aaa6e76c087e34211df44b694123,1234,closed,Chair is too small,2021-03-17 09:44:29.000,2021-03-17 09:51:07.000,2021-03-18 16:32:07.000,2021-03-18 16:32:07.000
 fc7ee5d4cbb678b7f85de637ff20496d,1234,closed,Chair is just right,2021-03-12 14:34:40.000,2021-03-12 14:57:09.000,2021-03-15 16:03:44.000,2021-03-15 16:03:44.000
-618e94c101c6b0ffd3b0ac887dc9e30b,5432,open,Someone was in my home,2021-01-27 19:50:06.000,2021-01-27 19:51:38.000,,
+618e94c101c6b0ffd3b0ac887dc9e30b,5432,open,Someone was in my home,2021-01-27 19:50:06.000,2021-01-27 19:51:38.000,,

biz-hours/data/schema.yml

@@ -0,0 +1,9 @@
+version: 2
+
+seeds:
+  - name: sample_tickets
+    tests:
+      - dbt_utils.expression_is_true:
+          expression: "last_closed_at >= first_closed_at or last_closed_at is null"
+      - dbt_utils.expression_is_true:
+          expression: "first_closed_at >= first_response_at or first_closed_at is null"

biz-hours/dbt_project.yml

@@ -11,21 +11,21 @@ data-paths: ["data"]
 macro-paths: ["macros"]
 snapshot-paths: ["snapshots"]
 
-target-path: "target" 
-clean-targets:         
+target-path: "target"
+clean-targets:
     - "target"
     - "dbt_modules"
 
 # these variables will need to be in H24 format!
 vars:
   working_hour_start: 8
   working_hour_end: 20
-  
+
 
 models:
   business_hours:
     +materialized: view
-          
+
 seeds:
   business_hours:
     sample_tickets:
@@ -34,7 +34,7 @@ seeds:
         user_id: varchar
         state: varchar
         subject: varchar
-        conversation_created_at_business: timestamp_ntz
-        first_response_at_business: timestamp_ntz
-        first_closed_at_business: timestamp_ntz
-        last_closed_at_business: timestamp_ntz
+        conversation_created_at: timestamp_ntz
+        first_response_at: timestamp_ntz
+        first_closed_at: timestamp_ntz
+        last_closed_at: timestamp_ntz

biz-hours/models/business_hours.sql

@@ -0,0 +1,41 @@
+with hours as (
+    {{ dbt_utils.date_spine(
+        datepart="hour",
+        start_date="to_date('01/01/2021', 'mm/dd/yyyy')",
+        end_date="dateadd(month, 1, current_date)"
+       )
+    }}
+),
+
+converted_hours as (
+
+    select distinct
+
+        convert_timezone(
+            'UTC',
+            date_hour
+        )::timestamp_ntz as date_hour
+
+    from hours
+),
+
+business_hours as (
+
+    select
+
+        converted_hours.date_hour as date_hour_start,
+        dateadd('hour', 1, converted_hours.date_hour) as date_hour_end,
+
+        -- this logic might change over time to take into account whether the
+        -- schedule has changed
+        (
+            dayofweek(converted_hours.date_hour) not in (0,6)
+            and hour(converted_hours.date_hour) between 8 and 19
+        ) as is_business_hour
+
+    from converted_hours
+
+)
+
+select * from business_hours
+

biz-hours/models/fct_support_tickets.sql

@@ -1,20 +1,41 @@
-with 
+with
 
 tickets as (
     select * from {{ ref('sample_tickets') }}
 ),
 
+ticket_hours as (
+    select * from {{ ref('ticket_hours') }}
+),
+
+aggregated_ticket_hours as (
+    select
+        id,
+        sum(calendar_minutes_to_first_response) as calendar_minutes_to_first_response,
+        sum(business_minutes_to_first_response) as business_minutes_to_first_response,
+        sum(calendar_minutes_to_first_close) as calendar_minutes_to_first_close,
+        sum(business_minutes_to_first_close) as business_minutes_to_first_close,
+        sum(calendar_minutes_to_last_close) as calendar_minutes_to_last_close,
+        sum(business_minutes_to_last_close) as business_minutes_to_last_close
+
+    from ticket_hours
+    group by 1
+),
+
 final as (
-    
-    select 
+
+    select
         tickets.*,
-        {{ weekdays_between('conversation_created_at_business', 'first_response_at_business') }} as weekdays_to_first_response,
-        {{ non_business_hours_between('conversation_created_at_business', 'first_response_at_business') }} as non_working_hours,
-        {{ business_minutes_between('conversation_created_at_business', 'first_response_at_business') }} as business_minutes
-
-
-    from tickets   
-
+        aggregated_ticket_hours.calendar_minutes_to_first_response,
+        aggregated_ticket_hours.business_minutes_to_first_response,
+        aggregated_ticket_hours.calendar_minutes_to_first_close,
+        aggregated_ticket_hours.business_minutes_to_first_close,
+        aggregated_ticket_hours.calendar_minutes_to_last_close,
+        aggregated_ticket_hours.business_minutes_to_last_close
+
+    from tickets
+    left join aggregated_ticket_hours using (id)
+
 )
 
-select * from final
+select * from final

biz-hours/models/ticket_hours.sql

@@ -0,0 +1,74 @@
+with
+
+tickets as (
+    select * from {{ ref('sample_tickets') }}
+),
+
+business_hours as (
+    select * from {{ ref('business_hours') }}
+),
+
+-- one record per ticket per hour that it is "active"
+ticket_hours as (
+    select
+        *,
+
+        greatest(
+            datediff(
+                'minutes',
+                greatest(business_hours.date_hour_start, tickets.conversation_created_at),
+                least(business_hours.date_hour_end, tickets.first_response_at)
+            ),
+            0
+        ) as calendar_minutes_to_first_response,
+
+        case
+            when business_hours.is_business_hour
+                then calendar_minutes_to_first_response
+            else 0
+        end as business_minutes_to_first_response,
+
+        greatest(
+            datediff(
+                'minutes',
+                greatest(business_hours.date_hour_start, tickets.conversation_created_at),
+                least(business_hours.date_hour_end, tickets.first_closed_at)
+            ),
+            0
+        ) as calendar_minutes_to_first_close,
+
+        case
+            when business_hours.is_business_hour
+                then calendar_minutes_to_first_close
+            else 0
+        end as business_minutes_to_first_close,
+
+        greatest(
+            datediff(
+                'minutes',
+                greatest(business_hours.date_hour_start, tickets.conversation_created_at),
+                least(business_hours.date_hour_end, tickets.last_closed_at)
+            ),
+            0
+        ) as calendar_minutes_to_last_close,
+
+        case
+            when business_hours.is_business_hour
+                then calendar_minutes_to_last_close
+            else 0
+        end as business_minutes_to_last_close
+
+
+    from tickets
+
+    left join business_hours
+        on date_trunc('hour', tickets.conversation_created_at) <= business_hours.date_hour_start
+        -- since last_closed_at is null for some tickets, this join ignores them
+        and (
+            date_trunc('hour', tickets.last_closed_at) >= business_hours.date_hour_start
+            or tickets.last_closed_at is null
+        )
+)
+
+select * from ticket_hours
+

biz-hours/packages.yml

@@ -0,0 +1,3 @@
+packages:
+  - package: fishtown-analytics/dbt_utils
+    version: 0.6.4