=== Report 1: Support agent staffing vs ticket volume, by merchant (written by Ines) === Engineer's note: Row count of the full qualifying-tenant set (before the 50-row cap) will show on the printed report per house standard; the query itself returns at most 50 merchants ranked by tickets-per-active-agent. REPORT: Support agent staffing vs ticket volume, by merchant QUESTION: Are Cragsley, Marrowby, and Studio Vrij understaffed relative to their ticket volume compared to the rest of the book? merchant_name | tickets_created | registered_support_agents | distinct_agents_handled | tickets_per_active_agent | pct_unassigned ------------------------------+-----------------+---------------------------+-------------------------+--------------------------+--------------- Cragsley Outfitters | 400 | 8 | 8 | 50.0 | 0.5 Marrowby & Vane | 231 | 5 | 5 | 46.2 | 2.6 Studio Vrij | 166 | 4 | 4 | 41.5 | 0.0 Grind Collective | 122 | 3 | 3 | 40.7 | 0.0 Brennquell Kaffee | 137 | 4 | 4 | 34.3 | 0.7 Petalcourt Beauty | 119 | 4 | 4 | 29.8 | 0.0 Spice Route Box | 71 | 3 | 3 | 23.7 | 0.0 Honeycomb Larder | 58 | 3 | 3 | 19.3 | 0.0 Kibblewick | 72 | 4 | 4 | 18.0 | 0.0 Fennel & Flint | 67 | 4 | 4 | 16.8 | 0.0 Sourdough Club | 47 | 3 | 3 | 15.7 | 0.0 Ballycorran Industrial Supply | 44 | 3 | 3 | 14.7 | 0.0 Ampfeld Elektronik | 56 | 5 | 5 | 11.2 | 1.8 Cinder Peak Sports Co. | 43 | 4 | 4 | 10.8 | 0.0 Wiesgrund Wohnen | 32 | 3 | 3 | 10.7 | 0.0 Linden & Loom | 29 | 3 | 3 | 9.7 | 0.0 Oakhurst Tailoring | 27 | 3 | 3 | 9.0 | 3.7 Rue Lafayette Studio | 27 | 3 | 3 | 9.0 | 0.0 Coastline Interiors | 21 | 3 | 3 | 7.0 | 0.0 Thistlecombe | 21 | 3 | 3 | 7.0 | 0.0 Gratlinie Outdoor | 27 | 4 | 4 | 6.8 | 0.0 Kayak Corner | 20 | 3 | 3 | 6.7 | 0.0 (22 rows) === Report 2: Ticket channel mix, by merchant (written by Omar) === Engineer's note: Grain is one row per tenant; percentages are rounded to 1 decimal so they may sum to slightly off 100.0 due to rounding. The query caps at 50 rows as requested; the batch report framework will note the total row count returned. REPORT: Ticket channel mix, by merchant QUESTION: Do Cragsley, Marrowby, and Studio Vrij rely more on slower contact channels (e.g. email) than the rest of the book? merchant_name | tickets_2025 | pct_email | pct_chat | pct_phone | pct_web | pct_social | pct_api ------------------------------+--------------+-----------+----------+-----------+---------+------------+-------- Cragsley Outfitters | 400 | 36.5 | 27.5 | 11.0 | 14.0 | 11.0 | 0.0 Marrowby & Vane | 231 | 28.1 | 29.4 | 13.4 | 12.1 | 16.9 | 0.0 Studio Vrij | 166 | 38.6 | 21.7 | 19.9 | 9.0 | 10.8 | 0.0 Brennquell Kaffee | 137 | 35.8 | 27.7 | 12.4 | 9.5 | 14.6 | 0.0 Grind Collective | 122 | 43.4 | 22.1 | 9.0 | 10.7 | 14.8 | 0.0 Petalcourt Beauty | 119 | 41.2 | 18.5 | 14.3 | 21.0 | 5.0 | 0.0 Kibblewick | 72 | 36.1 | 25.0 | 11.1 | 12.5 | 15.3 | 0.0 Spice Route Box | 71 | 42.3 | 15.5 | 18.3 | 11.3 | 12.7 | 0.0 Fennel & Flint | 67 | 41.8 | 32.8 | 7.5 | 11.9 | 6.0 | 0.0 Honeycomb Larder | 58 | 39.7 | 24.1 | 12.1 | 8.6 | 15.5 | 0.0 Ampfeld Elektronik | 56 | 30.4 | 30.4 | 10.7 | 10.7 | 17.9 | 0.0 Sourdough Club | 47 | 42.6 | 27.7 | 8.5 | 6.4 | 14.9 | 0.0 Ballycorran Industrial Supply | 44 | 29.5 | 36.4 | 6.8 | 11.4 | 15.9 | 0.0 Cinder Peak Sports Co. | 43 | 27.9 | 27.9 | 9.3 | 18.6 | 16.3 | 0.0 Wiesgrund Wohnen | 32 | 31.3 | 28.1 | 15.6 | 9.4 | 15.6 | 0.0 Linden & Loom | 29 | 24.1 | 17.2 | 17.2 | 31.0 | 10.3 | 0.0 Gratlinie Outdoor | 27 | 48.1 | 18.5 | 11.1 | 18.5 | 3.7 | 0.0 Oakhurst Tailoring | 27 | 44.4 | 18.5 | 7.4 | 14.8 | 14.8 | 0.0 Rue Lafayette Studio | 27 | 33.3 | 37.0 | 3.7 | 18.5 | 7.4 | 0.0 Coastline Interiors | 21 | 52.4 | 14.3 | 9.5 | 14.3 | 9.5 | 0.0 Thistlecombe | 21 | 47.6 | 28.6 | 4.8 | 4.8 | 14.3 | 0.0 Kayak Corner | 20 | 45.0 | 10.0 | 20.0 | 25.0 | 0.0 | 0.0 (22 rows) === Report 3: Urgent-priority ticket resolution failure, by merchant (written by Viktor) === Engineer's note: "Urgent tickets created, 2025" is the raw count of urgent tickets opened in 2025 (including any with a null sla_policy_id); the miss-rate denominators and the filter (>=5) use only the evaluable subset (non-null sla_policy_id), per the request. Per-tenant exclusion counts aren't broken out as a column to stay within the 5 requested columns — let me know if you'd like that as a separate report. REPORT: Urgent-priority ticket resolution failure, by merchant QUESTION: Is the urgent-ticket resolution failure (missing resolution about half the time, company-wide) concentrated in Cragsley, Marrowby, and Studio Vrij, or is it a broad pattern across the book? merchant_name | urgent_created | urgent_missing | urgent_miss_rate_pct | all_priority_miss_rate_pct --------------------+----------------+----------------+----------------------+--------------------------- Honeycomb Larder | 9 | 9 | 100.0 | 37.9 Sourdough Club | 7 | 6 | 85.7 | 29.8 Ampfeld Elektronik | 6 | 5 | 83.3 | 16.1 Marrowby & Vane | 33 | 22 | 66.7 | 39.8 Cragsley Outfitters | 50 | 33 | 66.0 | 29.8 Studio Vrij | 11 | 7 | 63.6 | 39.2 Linden & Loom | 6 | 3 | 50.0 | 13.8 Petalcourt Beauty | 10 | 5 | 50.0 | 32.8 Fennel & Flint | 5 | 2 | 40.0 | 17.9 Wohnglück | 5 | 2 | 40.0 | 13.3 Spice Route Box | 9 | 3 | 33.3 | 11.3 Brennquell Kaffee | 16 | 5 | 31.3 | 12.4 Grind Collective | 6 | 1 | 16.7 | 33.6 Wiesgrund Wohnen | 7 | 1 | 14.3 | 6.3 (14 rows)