Weekly Contact Center SQL | Dataford Interview Questions

Write a SQL query to calculate weekly contact center performance by queue, including total calls, average handle time, and first contact resolution rate.

Use the calls and queues tables. Treat missing resolution values as not resolved, and label calls without a matching queue as Unknown.

Output

One row per week and queue, with week_start, queue_name, total_calls, average_handle_time_seconds, and first_contact_resolution_rate.
Include all calls, sort by week_start ascending and queue_name ascending.

Schema

queues

Column	Type	Description
queue_idPK	INT	Unique queue identifier
queue_name	VARCHAR(100)	Contact center queue name
service_line	VARCHAR(100)	Operational service line for the queue

calls

Column	Type	Description
call_idPK	INT	Unique call identifier
queue_id	INT	Queue handling the call
call_started_at	TIMESTAMP	Call start timestamp
handle_time_seconds	INT	Total handle time in seconds
first_contact_resolved	BOOLEAN	Whether the issue was resolved during the first contact

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Problem