{
  "title": "Support operations",
  "description": "Ticket volume, response and resolution times, and CSAT",
  "maxRows": 5000,
  "sources": {
    "tickets": { "type": "csv", "path": "data/tickets.csv" }
  },
  "queries": {
    "total": "SELECT COUNT(*) AS tickets FROM tickets",
    "med_first_response": "SELECT MEDIAN(first_response_min) AS minutes FROM tickets",
    "med_resolution": "SELECT MEDIAN(resolved_hours) AS hours FROM tickets",
    "avg_csat": "SELECT AVG(csat) AS csat FROM tickets",
    "weekly_by_priority": "SELECT date_trunc('week', created_at) AS week, priority, COUNT(*) AS tickets FROM tickets GROUP BY 1, 2 ORDER BY 1, 2",
    "resolution_by_team": "SELECT team, MEDIAN(resolved_hours) AS median_hours FROM tickets GROUP BY 1 ORDER BY 2 DESC",
    "csat_dist": "SELECT csat, COUNT(*) AS tickets FROM tickets WHERE csat IS NOT NULL GROUP BY 1 ORDER BY 1",
    "response_by_channel": "SELECT channel, MEDIAN(first_response_min) AS median_minutes FROM tickets GROUP BY 1 ORDER BY 2 DESC"
  },
  "kpis": [
    { "id": "k1", "title": "Total tickets", "query": "total", "field": "tickets", "format": "number" },
    { "id": "k2", "title": "Median first response (min)", "query": "med_first_response", "field": "minutes", "format": "number" },
    { "id": "k3", "title": "Median resolution (hours)", "query": "med_resolution", "field": "hours", "format": "number" },
    { "id": "k4", "title": "Average CSAT", "query": "avg_csat", "field": "csat", "format": "number" }
  ],
  "charts": [
    {
      "id": "c1",
      "title": "Weekly ticket volume by priority",
      "query": "weekly_by_priority",
      "vegaLite": {
        "mark": "area",
        "encoding": {
          "x": { "field": "week", "type": "temporal", "timeUnit": "utcyearmonthdate", "title": null },
          "y": { "field": "tickets", "type": "quantitative", "stack": "zero", "title": "Tickets" },
          "color": { "field": "priority", "type": "nominal", "title": "Priority" }
        }
      }
    },
    {
      "id": "c2",
      "title": "Median resolution hours by team",
      "query": "resolution_by_team",
      "width": "half",
      "vegaLite": {
        "mark": "bar",
        "encoding": {
          "x": { "field": "team", "type": "nominal", "sort": null, "title": null },
          "y": { "field": "median_hours", "type": "quantitative", "title": "Median hours" }
        }
      }
    },
    {
      "id": "c3",
      "title": "CSAT distribution",
      "query": "csat_dist",
      "width": "half",
      "vegaLite": {
        "mark": "bar",
        "encoding": {
          "x": { "field": "csat", "type": "ordinal", "title": "CSAT score" },
          "y": { "field": "tickets", "type": "quantitative", "title": "Tickets" }
        }
      }
    },
    {
      "id": "c4",
      "title": "Median first response by channel",
      "query": "response_by_channel",
      "width": "half",
      "vegaLite": {
        "mark": "bar",
        "encoding": {
          "x": { "field": "channel", "type": "nominal", "sort": null, "title": null },
          "y": { "field": "median_minutes", "type": "quantitative", "title": "Median minutes" }
        }
      }
    }
  ]
}