SOURCE: DataCareerHub authored synthetic teaching data, curriculum 2026-10-15.1. Not customer data.
File tickets.csv: UTF-8 CSV with header, 24 records, one row per ticket; ticket_id is unique. ISO-8601 UTC timestamps may include .000 fractions. Snapshot fixed at 2026-06-22T00:00:00Z, not today's date.
ticket_id: synthetic text key HH001–HH024; not a customer ID.
created_at_utc: ticket creation UTC timestamp; use for cohort assignment.
channel: email or chat. Same four-hour exercise response target applies to both.
queue: general or billing, an illustrative classification; it does NOT encode routing exposure.
priority: high or normal, illustrative classification; no priority-specific target is supplied.
first_response_at_utc: first human response recorded for the original ticket episode; 24 valid observations. No bot timing field is supplied; human-response interpretation is case authority, to verify in a real system.
first_resolved_at_utc: first recorded resolution for that episode; blank means none recorded by snapshot. Six blanks are documented mature non-resolutions, not imputed dates. Reopening/full customer satisfaction cannot be inferred.
status_at_snapshot: resolved or open in this simplified case. No reopen history is supplied.
satisfaction_1_to5: integer 1–5 when observed; blank means missing, never zero. Eight blanks; 16 respondents. No representative sampling design.
Scope W1: creation >=2026-06-01T00:00:00Z and <2026-06-08T00:00:00Z. W2: >=2026-06-08 and <2026-06-15, UTC. Each window includes all seven calendar days even though this small constructed file has no arrivals on the last day of either window.
Response duration: (first_response-created)/3600 seconds. Timely is 0<=hours<=4. Denominator observed valid responses in eligible cohort; report eligible and observed counts/coverage separately. Unexplained missing/invalid responses require investigation; do not silently count as late.
Resolution: all eligible tickets with >=72h observation are denominator; numerator first resolution duration in [0,72]h. Missing resolution on mature ticket contributes no recorded within-window resolution under this dictionary. Never delete unresolved tickets from denominator.
Satisfaction: mean among valid observed ratings only, plus observed/eligible coverage. No rating on nonrespondents is inferred.
No business-hours calendar, holidays, randomized assignment, complete population claim or real company policy is included. All files are static learning material.
