Business hours + schedule holiday fixes

[fivetran-jamie]

PR Overview

This PR will address the following Issue/Feature:

• [Bug] Agent Work Time in Business Minutes (zendesk__ticket_metrics) #107
• [Bug] Fivetran Zendesk package references an old status for on hold tickets #112

This PR will result in the following new package version:

v0.12.0

Please detail what change(s) this PR introduces and any additional information that should be known during the review of this PR:

• int_schedule_spine was updated to take daylight savings time into account when merging schedule periods. Previously, schedule periods with different start_time_utcs (because of DST) were getting merged together.
  • now, the package ensures that they remain distinct periods and will only merge gaps if have the same offset.
  • we also removed the double_gap logic as it was rendered unnecessary by our changes. it was necessary before because we used to look backward in time to merge gap periods, whereas now we look forward in time and will keep merging gaps until we get to the present day
• int_schedule_spine was also updated to create more appropriate valid_until's for holiday periods. previously, we calculated the end of holiday day by adding 24*60*60-1 seconds (making the end the last second of the same day). this worked before because our downstream joins for calculating business metrics were inclusive (ie >= instead of >). we've updated these joins to be exclusive (ie > or <) so we need to set the end of the holiday to truly be the end of the day. Thus, i've updated the holiday_end_at to be calculated by adding 24*60*60 seconds to the holiday_start
• in all the int business_hours models, i've updated the join logic in the intercepted_periods CTE. this is where we associate ticket weekly periods with the appropriate business schedule, in order to generate business minutes. previously, we did so by comparing the status_valid_starting_at and status_valid_ending_at fields to the schedule valid_from and valid_until. this was causing fanout in the join, as we needed to take week_number into account, given that the grain of the previous CTE was ticket+status+week. I don't know if i can explain that better, but it was an issue!
  • now, we use the ticket_week_start_time and ticket_week_end_time fields instead of the timestamp status_valid_starting/ending_at fields in our join comparison. We take the start of first weekly period and add week_number * 7 * 24 * 60 (min in a week) + ticket_week_start/end_time to most accurately compare against the schedule valid_from/until
• updated int_zendesk__requester_wait_time_filtered_statuses to include the hold status, since zendesk updated on-hold to just hold

PR Checklist

Basic Validation

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Lots of validation via slack with the @cth84 for business minutes

I've also compared our internal zendesk data before-and-after (calendar minutes only) and everything except the total_reply_time_calendar_minutes is tying out (there are 26 tickets that are off). shared the exact query i used for this in Slack.

I have not compared the sla_policy metrics however, as I imagine @fivetran-reneeli's changes will be affect things there.

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• Package versioning has been appropriately indexed in the following locations:
  • indexed within dbt_project.yml
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• CHANGELOG has individual entries for each respective change in this PR - Not yet, would like to discuss how much detail/how to explain this whole thing!
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[fivetran-joemarkiewicz]

Duplicate SLA fixes have been rolled into this branch so we may roll them out together as they both were reliant on the other updates.

[fivetran-joemarkiewicz]

I am still validating the requester and agent wait time in business minutes, but I feel they are going to tie out! I just have a few minor requests to push doc changes before this is ready to go!

[fivetran-joemarkiewicz]

This morning I was able to validate the requester and agent wait time in business hours tie out to the Zendesk UI! This looks good to go now. Great work team!