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@fivetran-joemarkiewicz fivetran-joemarkiewicz released this 25 Jul 21:35
· 205 commits to main since this release
v0.11.0
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Feature Updates:

  • Added support of the new schedule_holiday table in the schedule_spine intermediate model in order to properly capture how holidays impact ticket schedules and their respective SLAs. (PR #98)
  • Made relevant downstream changes within the following models to capture proper business hour metrics when taking into account holiday schedules: (PR #98)
    • int_zendesk__agent_work_time_business_hours
    • int_zendesk__reply_time_business_hours
    • int_zendesk__reply_time_combined
    • int_zendesk__requester_wait_time_business_hours
    • zendesk__sla_policies
  • Added open_status_duration_in_business_minutes and new_status_duration_in_business_minutes columns to the int_zendesk__ticket_work_time_business and zendesk__ticket_metrics models. These are counterparts to the already existing open_status_duration_in_calendar_minutes and new_status_duration_in_calendar_minutes columns. (PR #97)

Fixes:

  • Added coalesce to 0 statements to the following fields in the zendesk__ticket_metrics model. This is necessary as some tickets may have responses entirely outside of business hours which will not count towards business minute metrics. As such, a coalesce to 0 is more representative to the metric as opposed to a null record: (PR #103)
    • first_resolution_business_minutes
    • full_resolution_business_minutes
    • first_reply_time_business_minutes
    • agent_wait_time_in_business_minutes
    • requester_wait_time_in_business_minutes
    • agent_work_time_in_business_minutes
    • on_hold_time_in_business_minutes
  • Fixed the total_agent_replies field in zendesk__ticket_metrics so the value is derived from public agent comments logic, and also ignores ticket creation comments from an agent, matching the Zendesk definition. (PR #102)

Under the Hood:

  • Leveraged dbt_date.week_start in place of dbt.date_trunc for business hour metrics to more consistently capture the start of the week across warehouses. (PR #98)
  • Start of the week is now consistently set to Sunday. (PR #98)
  • Incorporated the new fivetran_utils.drop_schemas_automation macro into the end of each Buildkite integration test job. (PR #98)
  • Updated the pull request templates. (PR #98)

Contributors:

Full Changelog: v0.10.2...v0.11.0

Contributors

Tim-Hoare
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