One row is
one agent, one day
Delivery
Rewritten daily
Columns
25
Where it lands
snapshot_date= partition only, and check for _SUCCESS before you do, as
described in bucket layout.
Columns
bigint
Internal warehouse key. Not stable between deliveries — the row is identified by
agent_id plus metric_date.varchar(36)
Identifier of the workspace the agent belongs to.
varchar(256)
Id of the tenant.
NULL for rows with no tenant mapping.varchar(256)
Name of the tenant.
NULL for rows with no tenant mapping.bigint
Join key. The agent. Matches
assignee_id on cloud_chat_conversations.varchar(255)
Name of the agent.
date
The day the metrics cover, in the operation’s local calendar. Together with
agent_id this is the grain of the table.bigint
Conversations created that day and assigned to this agent.
bigint
Conversations this agent resolved that day. Not a subset of
tickets_created_assigned: a conversation can be created one day and resolved the next.double precision
Total wall-clock minutes to resolution across
tickets_resolved_assigned. Divide by that count for an average.double precision
The same total, counting only working hours.
double precision
Total minutes conversations were actively handled.
double precision
The same total, within working hours.
double precision
Total minutes customers spent waiting on this agent.
double precision
The same total, within working hours.
bigint
Of the conversations resolved that day, how many the customer came back about within 24 hours. A resolution quality signal.
bigint
Survey responses received on this agent’s conversations.
bigint
How many of those were positive. Divide by
csat_responses for a satisfaction rate.bigint
Conversations where this agent sent the first reply. The denominator for
sum_first_reply_minutes.numeric
Total minutes to first reply across those conversations.
bigint
Conversations where this agent sent the first reply after an AI agent handed the conversation over.
numeric
Total minutes to first reply on those conversations.
numeric
The same total, within working hours.
timestamp
When the datamart last wrote this row.
date
Partition column. Date of the delivery that wrote this file, in
YYYY-MM-DD.