Given tickets, agents, and time-to-resolution tables, derive weekly SLA attainment and identify the top three bottlenecks for NVIDIA support operations.
Calculate attainment for tickets with a non-null resolution time. Treat a ticket as attained when its resolution time is within its SLA target. Define bottlenecks as agent teams with the most SLA breaches in each week; unmatched agents should appear as Unassigned.
Output
- One row per weekly bottleneck, with up to three rows per week.
- Include
week_start, total_resolved_tickets, sla_attained_tickets, sla_attainment_rate, bottleneck_rank, bottleneck_team, and sla_breach_count.
- Sort by
week_start, then bottleneck_rank ascending. Break tied bottlenecks alphabetically by team name.
