feature/first_reply_time_hours_performance_fix

CHANGELOG.md

@@ -6,7 +6,8 @@
 - Fixes the issue of `sla_event_id`'s occurring in the `zendesk__sla_policies` model.
   - This involved updating the `int_zendesk__schedule_spine` which was previously outputting overlapping schedule windows, to account for when holidays transcended a given schedule week.
   - This also involved updating the `int_zendesk__reply_time_business_hours` model, where within the model two different versions of a schedule would exist due to daylight savings time.
-
+  - Adjusted the `int_zendesk__reply_time_business_hours` model to only perform the weeks cartesian join on tickets that require the further look into the future.
+    - Previously the `int_zendesk__reply_time_business_hours` would perform a cartesian join on all tickets to calculate weeks into the future. This was required to accurately calculate sla elapsed time for tickets with first replies far into the future. However, this was only necessary for a handful of tickets. Therefore, this has been adjusted to accurately only calculate the future weeks as far as either the first reply time or first solved time.
 
 ## Documentation Updates
 - Addition of the reference to the Fivetran prebuilt [Zendesk Streamlit report](https://fivetran-zendesk.streamlit.app/) in the README.

models/sla_policy/reply_time/int_zendesk__reply_time_business_hours.sql

@@ -17,6 +17,35 @@ with ticket_schedules as (
   select *
   from {{ ref('int_zendesk__sla_policy_applied') }}
 
+), users as (
+
+  select *
+  from {{ ref('int_zendesk__user_aggregates') }}
+
+), ticket_updates as (
+
+  select *
+  from {{ ref('int_zendesk__updates') }}
+
+), ticket_solved_times as (
+  select
+    ticket_id,
+    valid_starting_at as solved_at
+  from ticket_updates
+  where field_name = 'status'
+  and value in ('solved','closed')
+
+), reply_time as (
+  select 
+    ticket_comment.ticket_id,
+    ticket_comment.valid_starting_at as reply_at,
+    commenter.role
+  from ticket_updates as ticket_comment
+  join users as commenter
+    on commenter.user_id = ticket_comment.user_id
+  where field_name = 'comment' 
+    and ticket_comment.is_public
+    and commenter.role in ('agent','admin')
 
 ), schedule_business_hours as (
 
@@ -48,20 +77,53 @@ with ticket_schedules as (
     on ticket_schedules.schedule_id = schedule_business_hours.schedule_id
   where sla_policy_applied.in_business_hours
     and metric in ('next_reply_time', 'first_reply_time')
-
+
+), first_reply_solve_times as (
+  select
+    ticket_sla_applied_with_schedules.ticket_id,
+    ticket_sla_applied_with_schedules.ticket_created_at,
+    ticket_sla_applied_with_schedules.valid_starting_at,
+    ticket_sla_applied_with_schedules.ticket_current_status,
+    ticket_sla_applied_with_schedules.metric,
+    ticket_sla_applied_with_schedules.latest_sla,
+    ticket_sla_applied_with_schedules.sla_applied_at,
+    ticket_sla_applied_with_schedules.target,
+    ticket_sla_applied_with_schedules.in_business_hours,
+    ticket_sla_applied_with_schedules.sla_policy_name,
+    ticket_sla_applied_with_schedules.schedule_id,
+    ticket_sla_applied_with_schedules.start_time_in_minutes_from_week,
+    ticket_sla_applied_with_schedules.total_schedule_weekly_business_minutes,
+    ticket_sla_applied_with_schedules.start_week_date,
+    min(reply_time.reply_at) as first_reply_time,
+    min(ticket_solved_times.solved_at) as first_solved_time
+  from ticket_sla_applied_with_schedules
+  left join reply_time
+    on reply_time.ticket_id = ticket_sla_applied_with_schedules.ticket_id
+    and reply_time.reply_at > ticket_sla_applied_with_schedules.sla_applied_at
+  left join ticket_solved_times
+    on ticket_sla_applied_with_schedules.ticket_id = ticket_solved_times.ticket_id
+    and ticket_solved_times.solved_at > ticket_sla_applied_with_schedules.sla_applied_at
+  {{ dbt_utils.group_by(n=14) }}
+
+), week_index_calc as (
+    select 
+        *,
+        {{ dbt.datediff("sla_applied_at", "least(first_reply_time, first_solved_time)", "week") }} + 1 as week_index
+    from first_reply_solve_times
+
 ), weeks as (
 
     {{ dbt_utils.generate_series(52) }}
 
 ), weeks_cross_ticket_sla_applied as (
     -- because time is reported in minutes since the beginning of the week, we have to split up time spent on the ticket into calendar weeks
-    select 
-
-      ticket_sla_applied_with_schedules.*,
-      cast(generated_number - 1 as {{ dbt.type_int() }}) as week_number
+    select
+      week_index_calc.*,
+      cast(weeks.generated_number - 1 as {{ dbt.type_int() }}) as week_number
 
-    from ticket_sla_applied_with_schedules
+    from week_index_calc
     cross join weeks
+    where week_index >= generated_number - 1
 
 ), weekly_periods as (
 

models/sla_policy/reply_time/int_zendesk__reply_time_combined.sql

@@ -107,11 +107,6 @@ with reply_time_calendar_hours_sla as (
     and ticket_solved_times.solved_at > reply_time_breached_at.sla_applied_at
   {{ dbt_utils.group_by(n=10) }}
 
-  {% if var('using_schedules', True) %}
-  having (in_business_hours and week_number <= min({{ dbt.datediff("reply_time_breached_at.sla_applied_at", "coalesce(reply_time.reply_at, ticket_solved_times.solved_at, " ~ dbt.current_timestamp() ~ ")", 'week') }}))
-    or not in_business_hours
-  {% endif %}
-
 ), lagging_time_block as (
   select
     *,