Support SLA Breach Rate by Priority

What you will practice

Measure first-response SLA by priority: critical 2 hours, high 8 hours, normal 24 hours. SLA starts at ticket creation. The earliest agent_response counts; notes do not. Exactly at the limit is within SLA. Unresolved tickets are breaches as of 2025-06-10 12:00:00 and remain in the denominator. Return priority, total_tickets, breached_tickets and breach_rate. Return columns: priority, total_tickets, breached_tickets, breach_rate.

Difficulty

Expert

SQL concept

CTE