// Customer support KPIs dataset: SLA and CSAT (customer-support-kpis-dataset-sla-and-csat) v1 — Prisma seed
// Synthetic sample data, CC0-1.0. Generated deterministically; re-running the
// generator with the same spec and seed reproduces this file exactly.
//
// Delegates are named after the tables (prisma.agents), which assumes models
// mapped to those table names. Rename the delegates if your models differ.
import { PrismaClient } from '@prisma/client';

const prisma = new PrismaClient();

async function main() {
    await prisma.agents.createMany({
        data: [
            { id: 1, agent_name: "Cristopher Ferry", team: "onboarding" },
            { id: 2, agent_name: "Alan Toy", team: "general" },
            { id: 3, agent_name: "Gerard Padberg", team: "general" },
            { id: 4, agent_name: "Eliza Donnelly", team: "billing" },
            { id: 5, agent_name: "Mathilde Anderson", team: "technical" },
            { id: 6, agent_name: "Mrs. Geneva Volkman", team: "technical" },
            { id: 7, agent_name: "Eve Murazik", team: "onboarding" },
            { id: 8, agent_name: "Stephan Wisoky", team: "onboarding" },
            { id: 9, agent_name: "Alverta Hayes-Wiza", team: "onboarding" },
            { id: 10, agent_name: "Deven Brakus", team: "technical" },
            { id: 11, agent_name: "Jabari Emmerich", team: "general" },
            { id: 12, agent_name: "Frederik Dibbert", team: "general" },
            { id: 13, agent_name: "Xander Schmidt Jr.", team: "general" },
            { id: 14, agent_name: "Donavon Kerluke", team: "general" },
            { id: 15, agent_name: "Imani Prosacco", team: "technical" },
            { id: 16, agent_name: "Marisa Fisher", team: "onboarding" },
            { id: 17, agent_name: "Lauriane Erdman", team: "general" },
            { id: 18, agent_name: "Demario Sauer", team: "general" },
        ],
    });
    await prisma.sla_policies.createMany({
        data: [
            { id: 1, policy_set: "standard", priority_name: "urgent", first_response_target_min: "15", resolution_target_min: "240" },
            { id: 2, policy_set: "standard", priority_name: "high", first_response_target_min: "60", resolution_target_min: "480" },
            { id: 3, policy_set: "standard", priority_name: "normal", first_response_target_min: "240", resolution_target_min: "1440" },
            { id: 4, policy_set: "standard", priority_name: "low", first_response_target_min: "480", resolution_target_min: "4320" },
        ],
    });
    await prisma.tickets.createMany({
        data: [
            { id: 1, ticket_ref: "T-72823", priority_id: 1, agent_id: 5, team: "technical", channel: "chat", created_at: new Date("2025-03-17T23:28:56Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: true, overrun_ratio: "1.45", within_ratio: null, response_ratio: "1.45", first_response_min: "22", handling_ratio: "0.04", handling_min: "10", resolution_min: "32", first_response_margin_min: "-7", resolution_margin_min: "208" },
            { id: 2, ticket_ref: "T-23322", priority_id: 2, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-03-12T09:16:10Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "30", handling_ratio: "0.69", handling_min: "331", resolution_min: "361", first_response_margin_min: "30", resolution_margin_min: "119" },
            { id: 3, ticket_ref: "T-71313", priority_id: 1, agent_id: 2, team: "general", channel: "phone", created_at: new Date("2025-05-05T15:47:45Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "7", handling_ratio: "0.57", handling_min: "137", resolution_min: "144", first_response_margin_min: "8", resolution_margin_min: "96" },
            { id: 4, ticket_ref: "T-15530", priority_id: 2, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-05T13:25:05Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.64", response_ratio: "0.64", first_response_min: "38", handling_ratio: "0.39", handling_min: "187", resolution_min: "225", first_response_margin_min: "22", resolution_margin_min: "255" },
            { id: 5, ticket_ref: "T-57311", priority_id: 4, agent_id: 8, team: "onboarding", channel: "chat", created_at: new Date("2025-04-05T13:46:23Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.30", response_ratio: "0.30", first_response_min: "144", handling_ratio: "0.58", handling_min: "2506", resolution_min: "2650", first_response_margin_min: "336", resolution_margin_min: "1670" },
            { id: 6, ticket_ref: "T-44699", priority_id: 4, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-24T12:35:16Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.46", response_ratio: "0.46", first_response_min: "221", handling_ratio: "0.66", handling_min: "2851", resolution_min: "3072", first_response_margin_min: "259", resolution_margin_min: "1248" },
            { id: 7, ticket_ref: "T-55667", priority_id: 4, agent_id: 4, team: "billing", channel: "web_form", created_at: new Date("2025-05-14T10:54:27Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.53", response_ratio: "0.53", first_response_min: "254", handling_ratio: "0.87", handling_min: "3758", resolution_min: "4012", first_response_margin_min: "226", resolution_margin_min: "308" },
            { id: 8, ticket_ref: "T-67112", priority_id: 3, agent_id: 9, team: "onboarding", channel: "email", created_at: new Date("2025-05-16T23:03:36Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "132", handling_ratio: "0.45", handling_min: "648", resolution_min: "780", first_response_margin_min: "108", resolution_margin_min: "660" },
            { id: 9, ticket_ref: "T-54508", priority_id: 3, agent_id: 11, team: "general", channel: "web_form", created_at: new Date("2025-04-17T15:15:41Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "113", handling_ratio: "0.37", handling_min: "533", resolution_min: "646", first_response_margin_min: "127", resolution_margin_min: "794" },
            { id: 10, ticket_ref: "T-28172", priority_id: 4, agent_id: 4, team: "billing", channel: "email", created_at: new Date("2025-03-29T11:27:17Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "230", handling_ratio: "0.79", handling_min: "3413", resolution_min: "3643", first_response_margin_min: "250", resolution_margin_min: "677" },
            { id: 11, ticket_ref: "T-23384", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-25T15:27:41Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.20", within_ratio: null, response_ratio: "1.20", first_response_min: "288", handling_ratio: "0.54", handling_min: "778", resolution_min: "1066", first_response_margin_min: "-48", resolution_margin_min: "374" },
            { id: 12, ticket_ref: "T-07591", priority_id: 3, agent_id: 13, team: "general", channel: "chat", created_at: new Date("2025-05-21T09:55:34Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.56", response_ratio: "0.56", first_response_min: "134", handling_ratio: "0.82", handling_min: "1181", resolution_min: "1315", first_response_margin_min: "106", resolution_margin_min: "125" },
            { id: 13, ticket_ref: "T-52311", priority_id: 2, agent_id: 3, team: "general", channel: "web_form", created_at: new Date("2025-04-25T14:31:42Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.31", response_ratio: "0.31", first_response_min: "19", handling_ratio: "0.34", handling_min: "163", resolution_min: "182", first_response_margin_min: "41", resolution_margin_min: "298" },
            { id: 14, ticket_ref: "T-30943", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-04-24T09:39:58Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.39", response_ratio: "0.39", first_response_min: "94", handling_ratio: "0.54", handling_min: "778", resolution_min: "872", first_response_margin_min: "146", resolution_margin_min: "568" },
            { id: 15, ticket_ref: "T-01719", priority_id: 3, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-05-11T09:40:21Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.53", within_ratio: null, response_ratio: "2.53", first_response_min: "607", handling_ratio: "0.25", handling_min: "360", resolution_min: "967", first_response_margin_min: "-367", resolution_margin_min: "473" },
            { id: 16, ticket_ref: "T-13436", priority_id: 4, agent_id: 4, team: "billing", channel: "phone", created_at: new Date("2025-03-25T07:03:15Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.13", within_ratio: null, response_ratio: "1.13", first_response_min: "542", handling_ratio: "0.25", handling_min: "1080", resolution_min: "1622", first_response_margin_min: "-62", resolution_margin_min: "2698" },
            { id: 17, ticket_ref: "T-61896", priority_id: 3, agent_id: 15, team: "technical", channel: "chat", created_at: new Date("2025-03-04T14:40:21Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.53", response_ratio: "0.53", first_response_min: "127", handling_ratio: "0.99", handling_min: "1426", resolution_min: "1553", first_response_margin_min: "113", resolution_margin_min: "-113" },
            { id: 18, ticket_ref: "T-78429", priority_id: 4, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-04-04T12:43:54Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.62", response_ratio: "0.62", first_response_min: "298", handling_ratio: "0.52", handling_min: "2246", resolution_min: "2544", first_response_margin_min: "182", resolution_margin_min: "1776" },
            { id: 19, ticket_ref: "T-03772", priority_id: 3, agent_id: 11, team: "general", channel: "email", created_at: new Date("2025-03-20T15:12:41Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "132", handling_ratio: "0.43", handling_min: "619", resolution_min: "751", first_response_margin_min: "108", resolution_margin_min: "689" },
            { id: 20, ticket_ref: "T-63346", priority_id: 3, agent_id: 15, team: "technical", channel: "chat", created_at: new Date("2025-04-18T10:54:15Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.57", response_ratio: "0.57", first_response_min: "137", handling_ratio: "0.33", handling_min: "475", resolution_min: "612", first_response_margin_min: "103", resolution_margin_min: "828" },
            { id: 21, ticket_ref: "T-36348", priority_id: 3, agent_id: 8, team: "onboarding", channel: "email", created_at: new Date("2025-03-24T09:19:16Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.30", response_ratio: "0.30", first_response_min: "72", handling_ratio: "0.44", handling_min: "634", resolution_min: "706", first_response_margin_min: "168", resolution_margin_min: "734" },
            { id: 22, ticket_ref: "T-26985", priority_id: 3, agent_id: 10, team: "technical", channel: "email", created_at: new Date("2025-05-12T16:43:14Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.32", response_ratio: "0.32", first_response_min: "77", handling_ratio: "0.88", handling_min: "1267", resolution_min: "1344", first_response_margin_min: "163", resolution_margin_min: "96" },
            { id: 23, ticket_ref: "T-88307", priority_id: 4, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-28T17:15:46Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.30", response_ratio: "0.30", first_response_min: "144", handling_ratio: "0.71", handling_min: "3067", resolution_min: "3211", first_response_margin_min: "336", resolution_margin_min: "1109" },
            { id: 24, ticket_ref: "T-90369", priority_id: 4, agent_id: 16, team: "onboarding", channel: "web_form", created_at: new Date("2025-05-18T15:58:16Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.72", response_ratio: "0.72", first_response_min: "346", handling_ratio: "0.44", handling_min: "1901", resolution_min: "2247", first_response_margin_min: "134", resolution_margin_min: "2073" },
            { id: 25, ticket_ref: "T-52728", priority_id: 3, agent_id: 16, team: "onboarding", channel: "email", created_at: new Date("2025-05-12T14:22:19Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.67", response_ratio: "0.67", first_response_min: "161", handling_ratio: "0.19", handling_min: "274", resolution_min: "435", first_response_margin_min: "79", resolution_margin_min: "1005" },
            { id: 26, ticket_ref: "T-87706", priority_id: 4, agent_id: 4, team: "billing", channel: "email", created_at: new Date("2025-04-08T14:36:54Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "230", handling_ratio: "0.41", handling_min: "1771", resolution_min: "2001", first_response_margin_min: "250", resolution_margin_min: "2319" },
            { id: 27, ticket_ref: "T-10928", priority_id: 3, agent_id: 8, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-12T11:13:27Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.60", response_ratio: "0.60", first_response_min: "144", handling_ratio: "0.11", handling_min: "158", resolution_min: "302", first_response_margin_min: "96", resolution_margin_min: "1138" },
            { id: 28, ticket_ref: "T-05123", priority_id: 3, agent_id: 10, team: "technical", channel: "chat", created_at: new Date("2025-05-10T17:31:34Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.37", response_ratio: "0.37", first_response_min: "89", handling_ratio: "0.67", handling_min: "965", resolution_min: "1054", first_response_margin_min: "151", resolution_margin_min: "386" },
            { id: 29, ticket_ref: "T-89239", priority_id: 3, agent_id: 17, team: "general", channel: "web_form", created_at: new Date("2025-05-08T08:27:43Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "130", handling_ratio: "0.76", handling_min: "1094", resolution_min: "1224", first_response_margin_min: "110", resolution_margin_min: "216" },
            { id: 30, ticket_ref: "T-08307", priority_id: 3, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-04-24T09:20:32Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.53", response_ratio: "0.53", first_response_min: "127", handling_ratio: "0.34", handling_min: "490", resolution_min: "617", first_response_margin_min: "113", resolution_margin_min: "823" },
            { id: 31, ticket_ref: "T-70115", priority_id: 3, agent_id: 3, team: "general", channel: "chat", created_at: new Date("2025-03-05T14:43:11Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.60", response_ratio: "0.60", first_response_min: "144", handling_ratio: "0.43", handling_min: "619", resolution_min: "763", first_response_margin_min: "96", resolution_margin_min: "677" },
            { id: 32, ticket_ref: "T-00501", priority_id: 2, agent_id: 2, team: "general", channel: "phone", created_at: new Date("2025-04-21T16:55:12Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.57", response_ratio: "0.57", first_response_min: "34", handling_ratio: "0.86", handling_min: "413", resolution_min: "447", first_response_margin_min: "26", resolution_margin_min: "33" },
            { id: 33, ticket_ref: "T-35972", priority_id: 1, agent_id: 13, team: "general", channel: "email", created_at: new Date("2025-03-27T13:37:31Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.62", response_ratio: "0.62", first_response_min: "9", handling_ratio: "0.17", handling_min: "41", resolution_min: "50", first_response_margin_min: "6", resolution_margin_min: "190" },
            { id: 34, ticket_ref: "T-43585", priority_id: 2, agent_id: 14, team: "general", channel: "web_form", created_at: new Date("2025-04-03T09:32:58Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.56", response_ratio: "0.56", first_response_min: "34", handling_ratio: "0.21", handling_min: "101", resolution_min: "135", first_response_margin_min: "26", resolution_margin_min: "345" },
            { id: 35, ticket_ref: "T-93682", priority_id: 3, agent_id: 10, team: "technical", channel: "email", created_at: new Date("2025-03-06T12:18:21Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.35", response_ratio: "0.35", first_response_min: "84", handling_ratio: "0.34", handling_min: "490", resolution_min: "574", first_response_margin_min: "156", resolution_margin_min: "866" },
            { id: 36, ticket_ref: "T-29669", priority_id: 3, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-19T20:14:25Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.58", response_ratio: "0.58", first_response_min: "139", handling_ratio: "0.18", handling_min: "259", resolution_min: "398", first_response_margin_min: "101", resolution_margin_min: "1042" },
            { id: 37, ticket_ref: "T-09393", priority_id: 3, agent_id: 14, team: "general", channel: "chat", created_at: new Date("2025-04-17T15:31:23Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.44", response_ratio: "0.44", first_response_min: "106", handling_ratio: "0.12", handling_min: "173", resolution_min: "279", first_response_margin_min: "134", resolution_margin_min: "1161" },
            { id: 38, ticket_ref: "T-02580", priority_id: 4, agent_id: 4, team: "billing", channel: "phone", created_at: new Date("2025-04-01T20:53:41Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.14", within_ratio: null, response_ratio: "1.14", first_response_min: "547", handling_ratio: "0.43", handling_min: "1858", resolution_min: "2405", first_response_margin_min: "-67", resolution_margin_min: "1915" },
            { id: 39, ticket_ref: "T-14050", priority_id: 4, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-23T12:36:39Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.62", response_ratio: "0.62", first_response_min: "298", handling_ratio: "0.59", handling_min: "2549", resolution_min: "2847", first_response_margin_min: "182", resolution_margin_min: "1473" },
            { id: 40, ticket_ref: "T-14481", priority_id: 4, agent_id: 17, team: "general", channel: "chat", created_at: new Date("2025-03-06T16:53:36Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "226", handling_ratio: "0.40", handling_min: "1728", resolution_min: "1954", first_response_margin_min: "254", resolution_margin_min: "2366" },
            { id: 41, ticket_ref: "T-59298", priority_id: 3, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-05-14T12:52:39Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.47", within_ratio: null, response_ratio: "1.47", first_response_min: "353", handling_ratio: "0.22", handling_min: "317", resolution_min: "670", first_response_margin_min: "-113", resolution_margin_min: "770" },
            { id: 42, ticket_ref: "T-06516", priority_id: 2, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-04-01T12:28:46Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.70", response_ratio: "0.70", first_response_min: "42", handling_ratio: "0.47", handling_min: "226", resolution_min: "268", first_response_margin_min: "18", resolution_margin_min: "212" },
            { id: 43, ticket_ref: "T-91318", priority_id: 4, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-05-12T18:54:35Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.49", response_ratio: "0.49", first_response_min: "235", handling_ratio: "0.35", handling_min: "1512", resolution_min: "1747", first_response_margin_min: "245", resolution_margin_min: "2573" },
            { id: 44, ticket_ref: "T-48416", priority_id: 4, agent_id: 12, team: "general", channel: "email", created_at: new Date("2025-03-15T07:30:05Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.68", response_ratio: "0.68", first_response_min: "326", handling_ratio: "1.23", handling_min: "5314", resolution_min: "5640", first_response_margin_min: "154", resolution_margin_min: "-1320" },
            { id: 45, ticket_ref: "T-62510", priority_id: 1, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-23T12:32:35Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.60", response_ratio: "0.60", first_response_min: "9", handling_ratio: "0.79", handling_min: "190", resolution_min: "199", first_response_margin_min: "6", resolution_margin_min: "41" },
            { id: 46, ticket_ref: "T-12591", priority_id: 4, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-13T15:25:05Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.12", within_ratio: null, response_ratio: "1.12", first_response_min: "538", handling_ratio: "0.30", handling_min: "1296", resolution_min: "1834", first_response_margin_min: "-58", resolution_margin_min: "2486" },
            { id: 47, ticket_ref: "T-68454", priority_id: 3, agent_id: 3, team: "general", channel: "web_form", created_at: new Date("2025-05-09T09:09:15Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.11", within_ratio: null, response_ratio: "1.11", first_response_min: "266", handling_ratio: "0.57", handling_min: "821", resolution_min: "1087", first_response_margin_min: "-26", resolution_margin_min: "353" },
            { id: 48, ticket_ref: "T-86430", priority_id: 4, agent_id: 18, team: "general", channel: "chat", created_at: new Date("2025-04-08T15:46:56Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.34", response_ratio: "0.34", first_response_min: "163", handling_ratio: "0.78", handling_min: "3370", resolution_min: "3533", first_response_margin_min: "317", resolution_margin_min: "787" },
            { id: 49, ticket_ref: "T-02213", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-23T18:48:59Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.46", response_ratio: "0.46", first_response_min: "110", handling_ratio: "1.03", handling_min: "1483", resolution_min: "1593", first_response_margin_min: "130", resolution_margin_min: "-153" },
            { id: 50, ticket_ref: "T-87256", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-07T10:53:29Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.62", response_ratio: "0.62", first_response_min: "149", handling_ratio: "0.46", handling_min: "662", resolution_min: "811", first_response_margin_min: "91", resolution_margin_min: "629" },
            { id: 51, ticket_ref: "T-34821", priority_id: 4, agent_id: 10, team: "technical", channel: "phone", created_at: new Date("2025-04-24T10:53:10Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.64", response_ratio: "0.64", first_response_min: "307", handling_ratio: "0.68", handling_min: "2938", resolution_min: "3245", first_response_margin_min: "173", resolution_margin_min: "1075" },
            { id: 52, ticket_ref: "T-62138", priority_id: 3, agent_id: 4, team: "billing", channel: "chat", created_at: new Date("2025-04-17T13:26:59Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.45", response_ratio: "0.45", first_response_min: "108", handling_ratio: "0.45", handling_min: "648", resolution_min: "756", first_response_margin_min: "132", resolution_margin_min: "684" },
            { id: 53, ticket_ref: "T-14574", priority_id: 4, agent_id: 17, team: "general", channel: "web_form", created_at: new Date("2025-04-21T16:49:09Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.66", response_ratio: "0.66", first_response_min: "317", handling_ratio: "0.63", handling_min: "2722", resolution_min: "3039", first_response_margin_min: "163", resolution_margin_min: "1281" },
            { id: 54, ticket_ref: "T-50534", priority_id: 3, agent_id: 8, team: "onboarding", channel: "phone", created_at: new Date("2025-03-28T08:44:42Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.62", response_ratio: "0.62", first_response_min: "149", handling_ratio: "0.42", handling_min: "605", resolution_min: "754", first_response_margin_min: "91", resolution_margin_min: "686" },
            { id: 55, ticket_ref: "T-71291", priority_id: 3, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-04-18T23:55:09Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "115", handling_ratio: "0.46", handling_min: "662", resolution_min: "777", first_response_margin_min: "125", resolution_margin_min: "663" },
            { id: 56, ticket_ref: "T-50870", priority_id: 2, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-03-04T15:12:16Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "32", handling_ratio: "0.73", handling_min: "350", resolution_min: "382", first_response_margin_min: "28", resolution_margin_min: "98" },
            { id: 57, ticket_ref: "T-15060", priority_id: 1, agent_id: 8, team: "onboarding", channel: "chat", created_at: new Date("2025-05-21T09:50:11Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.36", response_ratio: "0.36", first_response_min: "5", handling_ratio: "0.71", handling_min: "170", resolution_min: "175", first_response_margin_min: "10", resolution_margin_min: "65" },
            { id: 58, ticket_ref: "T-73302", priority_id: 2, agent_id: 10, team: "technical", channel: "web_form", created_at: new Date("2025-04-13T09:20:42Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "33", handling_ratio: "0.50", handling_min: "240", resolution_min: "273", first_response_margin_min: "27", resolution_margin_min: "207" },
            { id: 59, ticket_ref: "T-91251", priority_id: 4, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-05-21T13:43:04Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.14", within_ratio: null, response_ratio: "1.14", first_response_min: "547", handling_ratio: "0.60", handling_min: "2592", resolution_min: "3139", first_response_margin_min: "-67", resolution_margin_min: "1181" },
            { id: 60, ticket_ref: "T-60581", priority_id: 4, agent_id: 5, team: "technical", channel: "chat", created_at: new Date("2025-03-06T11:47:05Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.58", response_ratio: "0.58", first_response_min: "278", handling_ratio: "0.18", handling_min: "778", resolution_min: "1056", first_response_margin_min: "202", resolution_margin_min: "3264" },
            { id: 61, ticket_ref: "T-16114", priority_id: 4, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-22T12:38:53Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.57", response_ratio: "0.57", first_response_min: "274", handling_ratio: "0.48", handling_min: "2074", resolution_min: "2348", first_response_margin_min: "206", resolution_margin_min: "1972" },
            { id: 62, ticket_ref: "T-29648", priority_id: 3, agent_id: 4, team: "billing", channel: "email", created_at: new Date("2025-04-02T14:33:03Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.42", response_ratio: "0.42", first_response_min: "101", handling_ratio: "0.38", handling_min: "547", resolution_min: "648", first_response_margin_min: "139", resolution_margin_min: "792" },
            { id: 63, ticket_ref: "T-80327", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-05-23T13:40:03Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "120", handling_ratio: "0.67", handling_min: "965", resolution_min: "1085", first_response_margin_min: "120", resolution_margin_min: "355" },
            { id: 64, ticket_ref: "T-83418", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-04-29T12:23:08Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "115", handling_ratio: "0.29", handling_min: "418", resolution_min: "533", first_response_margin_min: "125", resolution_margin_min: "907" },
            { id: 65, ticket_ref: "T-26907", priority_id: 4, agent_id: 10, team: "technical", channel: "chat", created_at: new Date("2025-04-20T14:40:31Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "240", handling_ratio: "0.69", handling_min: "2981", resolution_min: "3221", first_response_margin_min: "240", resolution_margin_min: "1099" },
            { id: 66, ticket_ref: "T-15909", priority_id: 2, agent_id: 12, team: "general", channel: "chat", created_at: new Date("2025-03-31T21:16:03Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.23", within_ratio: null, response_ratio: "1.23", first_response_min: "74", handling_ratio: "0.50", handling_min: "240", resolution_min: "314", first_response_margin_min: "-14", resolution_margin_min: "166" },
            { id: 67, ticket_ref: "T-66964", priority_id: 4, agent_id: 4, team: "billing", channel: "web_form", created_at: new Date("2025-03-10T13:24:07Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.67", within_ratio: null, response_ratio: "1.67", first_response_min: "802", handling_ratio: "0.84", handling_min: "3629", resolution_min: "4431", first_response_margin_min: "-322", resolution_margin_min: "-111" },
            { id: 68, ticket_ref: "T-69522", priority_id: 2, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-05-02T12:35:57Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.56", response_ratio: "0.56", first_response_min: "34", handling_ratio: "0.78", handling_min: "374", resolution_min: "408", first_response_margin_min: "26", resolution_margin_min: "72" },
            { id: 69, ticket_ref: "T-03145", priority_id: 3, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-04-08T14:20:54Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.19", response_ratio: "0.19", first_response_min: "46", handling_ratio: "0.30", handling_min: "432", resolution_min: "478", first_response_margin_min: "194", resolution_margin_min: "962" },
            { id: 70, ticket_ref: "T-70252", priority_id: 3, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-03-27T10:44:15Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "113", handling_ratio: "0.78", handling_min: "1123", resolution_min: "1236", first_response_margin_min: "127", resolution_margin_min: "204" },
            { id: 71, ticket_ref: "T-74370", priority_id: 2, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-03-04T15:00:14Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.33", response_ratio: "0.33", first_response_min: "20", handling_ratio: "0.65", handling_min: "312", resolution_min: "332", first_response_margin_min: "40", resolution_margin_min: "148" },
            { id: 72, ticket_ref: "T-65340", priority_id: 4, agent_id: 12, team: "general", channel: "chat", created_at: new Date("2025-05-05T14:36:11Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.49", response_ratio: "0.49", first_response_min: "235", handling_ratio: "0.06", handling_min: "259", resolution_min: "494", first_response_margin_min: "245", resolution_margin_min: "3826" },
            { id: 73, ticket_ref: "T-25122", priority_id: 4, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-08T16:24:05Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.20", response_ratio: "0.20", first_response_min: "96", handling_ratio: "0.99", handling_min: "4277", resolution_min: "4373", first_response_margin_min: "384", resolution_margin_min: "-53" },
            { id: 74, ticket_ref: "T-27378", priority_id: 2, agent_id: 3, team: "general", channel: "phone", created_at: new Date("2025-04-24T16:13:15Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.31", response_ratio: "0.31", first_response_min: "19", handling_ratio: "0.36", handling_min: "173", resolution_min: "192", first_response_margin_min: "41", resolution_margin_min: "288" },
            { id: 75, ticket_ref: "T-29739", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-26T10:24:27Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.53", response_ratio: "0.53", first_response_min: "127", handling_ratio: "0.55", handling_min: "792", resolution_min: "919", first_response_margin_min: "113", resolution_margin_min: "521" },
            { id: 76, ticket_ref: "T-03554", priority_id: 3, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-13T09:07:58Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.66", response_ratio: "0.66", first_response_min: "158", handling_ratio: "0.42", handling_min: "605", resolution_min: "763", first_response_margin_min: "82", resolution_margin_min: "677" },
            { id: 77, ticket_ref: "T-71000", priority_id: 4, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-04-10T14:22:07Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.11", within_ratio: null, response_ratio: "1.11", first_response_min: "533", handling_ratio: "0.43", handling_min: "1858", resolution_min: "2391", first_response_margin_min: "-53", resolution_margin_min: "1929" },
            { id: 78, ticket_ref: "T-99462", priority_id: 2, agent_id: 8, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-06T07:51:45Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.11", within_ratio: null, response_ratio: "1.11", first_response_min: "67", handling_ratio: "0.54", handling_min: "259", resolution_min: "326", first_response_margin_min: "-7", resolution_margin_min: "154" },
            { id: 79, ticket_ref: "T-11436", priority_id: 2, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-09T20:54:19Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.61", response_ratio: "0.61", first_response_min: "37", handling_ratio: "0.95", handling_min: "456", resolution_min: "493", first_response_margin_min: "23", resolution_margin_min: "-13" },
            { id: 80, ticket_ref: "T-56456", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-21T08:52:44Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.67", response_ratio: "0.67", first_response_min: "161", handling_ratio: "0.51", handling_min: "734", resolution_min: "895", first_response_margin_min: "79", resolution_margin_min: "545" },
            { id: 81, ticket_ref: "T-47288", priority_id: 4, agent_id: 8, team: "onboarding", channel: "chat", created_at: new Date("2025-04-21T11:21:25Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.76", response_ratio: "0.76", first_response_min: "365", handling_ratio: "0.50", handling_min: "2160", resolution_min: "2525", first_response_margin_min: "115", resolution_margin_min: "1795" },
            { id: 82, ticket_ref: "T-88693", priority_id: 2, agent_id: 4, team: "billing", channel: "chat", created_at: new Date("2025-03-11T11:43:23Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "32", handling_ratio: "0.79", handling_min: "379", resolution_min: "411", first_response_margin_min: "28", resolution_margin_min: "69" },
            { id: 83, ticket_ref: "T-95990", priority_id: 4, agent_id: 10, team: "technical", channel: "email", created_at: new Date("2025-05-19T10:25:32Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.56", response_ratio: "0.56", first_response_min: "269", handling_ratio: "0.31", handling_min: "1339", resolution_min: "1608", first_response_margin_min: "211", resolution_margin_min: "2712" },
            { id: 84, ticket_ref: "T-07854", priority_id: 2, agent_id: 2, team: "general", channel: "web_form", created_at: new Date("2025-03-06T12:50:22Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.39", response_ratio: "0.39", first_response_min: "23", handling_ratio: "0.52", handling_min: "250", resolution_min: "273", first_response_margin_min: "37", resolution_margin_min: "207" },
            { id: 85, ticket_ref: "T-52631", priority_id: 3, agent_id: 11, team: "general", channel: "email", created_at: new Date("2025-04-21T09:48:07Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.42", response_ratio: "0.42", first_response_min: "101", handling_ratio: "0.13", handling_min: "187", resolution_min: "288", first_response_margin_min: "139", resolution_margin_min: "1152" },
            { id: 86, ticket_ref: "T-90529", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-24T08:51:35Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.36", response_ratio: "0.36", first_response_min: "86", handling_ratio: "0.72", handling_min: "1037", resolution_min: "1123", first_response_margin_min: "154", resolution_margin_min: "317" },
            { id: 87, ticket_ref: "T-58607", priority_id: 3, agent_id: 18, team: "general", channel: "web_form", created_at: new Date("2025-05-05T09:06:42Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.52", response_ratio: "0.52", first_response_min: "125", handling_ratio: "0.86", handling_min: "1238", resolution_min: "1363", first_response_margin_min: "115", resolution_margin_min: "77" },
            { id: 88, ticket_ref: "T-40437", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-04-15T19:53:36Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.58", response_ratio: "0.58", first_response_min: "139", handling_ratio: "0.78", handling_min: "1123", resolution_min: "1262", first_response_margin_min: "101", resolution_margin_min: "178" },
            { id: 89, ticket_ref: "T-53512", priority_id: 1, agent_id: 10, team: "technical", channel: "web_form", created_at: new Date("2025-04-08T13:59:44Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.35", response_ratio: "0.35", first_response_min: "5", handling_ratio: "0.49", handling_min: "118", resolution_min: "123", first_response_margin_min: "10", resolution_margin_min: "117" },
            { id: 90, ticket_ref: "T-87534", priority_id: 3, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-03-26T15:14:15Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.34", response_ratio: "0.34", first_response_min: "82", handling_ratio: "0.12", handling_min: "173", resolution_min: "255", first_response_margin_min: "158", resolution_margin_min: "1185" },
            { id: 91, ticket_ref: "T-00797", priority_id: 2, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-14T11:14:14Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "30", handling_ratio: "0.47", handling_min: "226", resolution_min: "256", first_response_margin_min: "30", resolution_margin_min: "224" },
            { id: 92, ticket_ref: "T-18280", priority_id: 2, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-04-03T13:19:09Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.57", response_ratio: "0.57", first_response_min: "34", handling_ratio: "0.33", handling_min: "158", resolution_min: "192", first_response_margin_min: "26", resolution_margin_min: "288" },
            { id: 93, ticket_ref: "T-36635", priority_id: 3, agent_id: 15, team: "technical", channel: "web_form", created_at: new Date("2025-05-07T11:40:00Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.59", response_ratio: "0.59", first_response_min: "142", handling_ratio: "0.32", handling_min: "461", resolution_min: "603", first_response_margin_min: "98", resolution_margin_min: "837" },
            { id: 94, ticket_ref: "T-39485", priority_id: 1, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-05-05T10:42:52Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.52", response_ratio: "0.52", first_response_min: "8", handling_ratio: "0.61", handling_min: "146", resolution_min: "154", first_response_margin_min: "7", resolution_margin_min: "86" },
            { id: 95, ticket_ref: "T-30928", priority_id: 4, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-03-10T13:53:58Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.69", response_ratio: "0.69", first_response_min: "331", handling_ratio: "0.79", handling_min: "3413", resolution_min: "3744", first_response_margin_min: "149", resolution_margin_min: "576" },
            { id: 96, ticket_ref: "T-58230", priority_id: 3, agent_id: 18, team: "general", channel: "email", created_at: new Date("2025-05-04T17:22:16Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.70", within_ratio: null, response_ratio: "1.70", first_response_min: "408", handling_ratio: "0.77", handling_min: "1109", resolution_min: "1517", first_response_margin_min: "-168", resolution_margin_min: "-77" },
            { id: 97, ticket_ref: "T-38366", priority_id: 4, agent_id: 12, team: "general", channel: "email", created_at: new Date("2025-03-14T16:45:45Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.45", response_ratio: "0.45", first_response_min: "216", handling_ratio: "0.76", handling_min: "3283", resolution_min: "3499", first_response_margin_min: "264", resolution_margin_min: "821" },
            { id: 98, ticket_ref: "T-41940", priority_id: 3, agent_id: 11, team: "general", channel: "email", created_at: new Date("2025-03-13T14:06:36Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.39", response_ratio: "0.39", first_response_min: "94", handling_ratio: "0.26", handling_min: "374", resolution_min: "468", first_response_margin_min: "146", resolution_margin_min: "972" },
            { id: 99, ticket_ref: "T-55146", priority_id: 4, agent_id: 7, team: "onboarding", channel: "web_form", created_at: new Date("2025-05-05T16:09:13Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.45", within_ratio: null, response_ratio: "1.45", first_response_min: "696", handling_ratio: "0.98", handling_min: "4234", resolution_min: "4930", first_response_margin_min: "-216", resolution_margin_min: "-610" },
            { id: 100, ticket_ref: "T-65378", priority_id: 4, agent_id: 4, team: "billing", channel: "email", created_at: new Date("2025-05-08T08:01:45Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.30", response_ratio: "0.30", first_response_min: "144", handling_ratio: "0.42", handling_min: "1814", resolution_min: "1958", first_response_margin_min: "336", resolution_margin_min: "2362" },
            { id: 101, ticket_ref: "T-15232", priority_id: 2, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-24T10:10:06Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.97", within_ratio: null, response_ratio: "1.97", first_response_min: "118", handling_ratio: "0.65", handling_min: "312", resolution_min: "430", first_response_margin_min: "-58", resolution_margin_min: "50" },
            { id: 102, ticket_ref: "T-86163", priority_id: 4, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-03-13T16:43:54Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.60", response_ratio: "0.60", first_response_min: "288", handling_ratio: "0.84", handling_min: "3629", resolution_min: "3917", first_response_margin_min: "192", resolution_margin_min: "403" },
            { id: 103, ticket_ref: "T-32390", priority_id: 4, agent_id: 13, team: "general", channel: "email", created_at: new Date("2025-04-22T14:22:50Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.49", response_ratio: "0.49", first_response_min: "235", handling_ratio: "0.12", handling_min: "518", resolution_min: "753", first_response_margin_min: "245", resolution_margin_min: "3567" },
            { id: 104, ticket_ref: "T-64443", priority_id: 3, agent_id: 6, team: "technical", channel: "chat", created_at: new Date("2025-03-19T12:33:52Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.52", response_ratio: "0.52", first_response_min: "125", handling_ratio: "0.51", handling_min: "734", resolution_min: "859", first_response_margin_min: "115", resolution_margin_min: "581" },
            { id: 105, ticket_ref: "T-70635", priority_id: 2, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-15T12:41:07Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "2.56", within_ratio: null, response_ratio: "2.56", first_response_min: "154", handling_ratio: "0.35", handling_min: "168", resolution_min: "322", first_response_margin_min: "-94", resolution_margin_min: "158" },
            { id: 106, ticket_ref: "T-93762", priority_id: 3, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-03-17T09:57:09Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.34", response_ratio: "0.34", first_response_min: "82", handling_ratio: "0.38", handling_min: "547", resolution_min: "629", first_response_margin_min: "158", resolution_margin_min: "811" },
            { id: 107, ticket_ref: "T-92300", priority_id: 3, agent_id: 17, team: "general", channel: "email", created_at: new Date("2025-03-06T16:14:52Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.57", within_ratio: null, response_ratio: "1.57", first_response_min: "377", handling_ratio: "0.76", handling_min: "1094", resolution_min: "1471", first_response_margin_min: "-137", resolution_margin_min: "-31" },
            { id: 108, ticket_ref: "T-89171", priority_id: 1, agent_id: 6, team: "technical", channel: "chat", created_at: new Date("2025-04-21T10:29:54Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "8", handling_ratio: "0.38", handling_min: "91", resolution_min: "99", first_response_margin_min: "7", resolution_margin_min: "141" },
            { id: 109, ticket_ref: "T-10061", priority_id: 3, agent_id: 5, team: "technical", channel: "chat", created_at: new Date("2025-04-30T08:52:25Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.49", response_ratio: "0.49", first_response_min: "118", handling_ratio: "0.52", handling_min: "749", resolution_min: "867", first_response_margin_min: "122", resolution_margin_min: "573" },
            { id: 110, ticket_ref: "T-24042", priority_id: 3, agent_id: 4, team: "billing", channel: "email", created_at: new Date("2025-05-07T13:28:58Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.44", response_ratio: "0.44", first_response_min: "106", handling_ratio: "0.38", handling_min: "547", resolution_min: "653", first_response_margin_min: "134", resolution_margin_min: "787" },
            { id: 111, ticket_ref: "T-89489", priority_id: 3, agent_id: 4, team: "billing", channel: "chat", created_at: new Date("2025-05-12T08:56:36Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.74", within_ratio: null, response_ratio: "1.74", first_response_min: "418", handling_ratio: "0.47", handling_min: "677", resolution_min: "1095", first_response_margin_min: "-178", resolution_margin_min: "345" },
            { id: 112, ticket_ref: "T-36919", priority_id: 3, agent_id: 15, team: "technical", channel: "phone", created_at: new Date("2025-04-25T14:37:00Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.52", response_ratio: "0.52", first_response_min: "125", handling_ratio: "0.61", handling_min: "878", resolution_min: "1003", first_response_margin_min: "115", resolution_margin_min: "437" },
            { id: 113, ticket_ref: "T-47377", priority_id: 1, agent_id: 4, team: "billing", channel: "web_form", created_at: new Date("2025-04-11T15:35:23Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.39", response_ratio: "0.39", first_response_min: "6", handling_ratio: "0.58", handling_min: "139", resolution_min: "145", first_response_margin_min: "9", resolution_margin_min: "95" },
            { id: 114, ticket_ref: "T-89858", priority_id: 4, agent_id: 16, team: "onboarding", channel: "email", created_at: new Date("2025-03-19T15:09:13Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.26", response_ratio: "0.26", first_response_min: "125", handling_ratio: "0.44", handling_min: "1901", resolution_min: "2026", first_response_margin_min: "355", resolution_margin_min: "2294" },
            { id: 115, ticket_ref: "T-67009", priority_id: 3, agent_id: 8, team: "onboarding", channel: "chat", created_at: new Date("2025-03-24T13:33:49Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.31", response_ratio: "0.31", first_response_min: "74", handling_ratio: "0.89", handling_min: "1282", resolution_min: "1356", first_response_margin_min: "166", resolution_margin_min: "84" },
            { id: 116, ticket_ref: "T-11377", priority_id: 4, agent_id: 8, team: "onboarding", channel: "email", created_at: new Date("2025-05-19T13:45:28Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.34", within_ratio: null, response_ratio: "1.34", first_response_min: "643", handling_ratio: "0.36", handling_min: "1555", resolution_min: "2198", first_response_margin_min: "-163", resolution_margin_min: "2122" },
            { id: 117, ticket_ref: "T-06877", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-27T18:23:45Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.75", within_ratio: null, response_ratio: "1.75", first_response_min: "420", handling_ratio: "0.66", handling_min: "950", resolution_min: "1370", first_response_margin_min: "-180", resolution_margin_min: "70" },
            { id: 118, ticket_ref: "T-24862", priority_id: 3, agent_id: 15, team: "technical", channel: "chat", created_at: new Date("2025-04-29T04:20:36Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "120", handling_ratio: "0.59", handling_min: "850", resolution_min: "970", first_response_margin_min: "120", resolution_margin_min: "470" },
            { id: 119, ticket_ref: "T-88809", priority_id: 4, agent_id: 9, team: "onboarding", channel: "phone", created_at: new Date("2025-04-14T11:26:20Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.11", within_ratio: null, response_ratio: "1.11", first_response_min: "533", handling_ratio: "0.59", handling_min: "2549", resolution_min: "3082", first_response_margin_min: "-53", resolution_margin_min: "1238" },
            { id: 120, ticket_ref: "T-89326", priority_id: 2, agent_id: 4, team: "billing", channel: "web_form", created_at: new Date("2025-04-24T15:07:44Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.57", response_ratio: "0.57", first_response_min: "34", handling_ratio: "0.65", handling_min: "312", resolution_min: "346", first_response_margin_min: "26", resolution_margin_min: "134" },
            { id: 121, ticket_ref: "T-42464", priority_id: 3, agent_id: 5, team: "technical", channel: "chat", created_at: new Date("2025-05-07T16:29:54Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.43", response_ratio: "0.43", first_response_min: "103", handling_ratio: "0.71", handling_min: "1022", resolution_min: "1125", first_response_margin_min: "137", resolution_margin_min: "315" },
            { id: 122, ticket_ref: "T-53646", priority_id: 3, agent_id: 10, team: "technical", channel: "chat", created_at: new Date("2025-03-11T10:08:07Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.60", response_ratio: "0.60", first_response_min: "144", handling_ratio: "0.74", handling_min: "1066", resolution_min: "1210", first_response_margin_min: "96", resolution_margin_min: "230" },
            { id: 123, ticket_ref: "T-81347", priority_id: 1, agent_id: 7, team: "onboarding", channel: "email", created_at: new Date("2025-05-19T15:18:22Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: true, overrun_ratio: "1.20", within_ratio: null, response_ratio: "1.20", first_response_min: "18", handling_ratio: "0.72", handling_min: "173", resolution_min: "191", first_response_margin_min: "-3", resolution_margin_min: "49" },
            { id: 124, ticket_ref: "T-33829", priority_id: 3, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-03-16T07:52:09Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.11", within_ratio: null, response_ratio: "1.11", first_response_min: "266", handling_ratio: "0.21", handling_min: "302", resolution_min: "568", first_response_margin_min: "-26", resolution_margin_min: "872" },
            { id: 125, ticket_ref: "T-93122", priority_id: 3, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-03-21T11:35:12Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.66", response_ratio: "0.66", first_response_min: "158", handling_ratio: "0.81", handling_min: "1166", resolution_min: "1324", first_response_margin_min: "82", resolution_margin_min: "116" },
            { id: 126, ticket_ref: "T-50994", priority_id: 4, agent_id: 14, team: "general", channel: "email", created_at: new Date("2025-04-19T15:47:01Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.21", within_ratio: null, response_ratio: "1.21", first_response_min: "581", handling_ratio: "0.69", handling_min: "2981", resolution_min: "3562", first_response_margin_min: "-101", resolution_margin_min: "758" },
            { id: 127, ticket_ref: "T-44423", priority_id: 3, agent_id: 15, team: "technical", channel: "email", created_at: new Date("2025-03-20T16:36:49Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "130", handling_ratio: "0.86", handling_min: "1238", resolution_min: "1368", first_response_margin_min: "110", resolution_margin_min: "72" },
            { id: 128, ticket_ref: "T-17111", priority_id: 4, agent_id: 9, team: "onboarding", channel: "chat", created_at: new Date("2025-04-29T14:49:34Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.52", within_ratio: null, response_ratio: "1.52", first_response_min: "730", handling_ratio: "0.36", handling_min: "1555", resolution_min: "2285", first_response_margin_min: "-250", resolution_margin_min: "2035" },
            { id: 129, ticket_ref: "T-33984", priority_id: 4, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-03-10T11:20:03Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.51", response_ratio: "0.51", first_response_min: "245", handling_ratio: "0.65", handling_min: "2808", resolution_min: "3053", first_response_margin_min: "235", resolution_margin_min: "1267" },
            { id: 130, ticket_ref: "T-94521", priority_id: 3, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-05-07T12:15:34Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.36", within_ratio: null, response_ratio: "1.36", first_response_min: "326", handling_ratio: "0.93", handling_min: "1339", resolution_min: "1665", first_response_margin_min: "-86", resolution_margin_min: "-225" },
            { id: 131, ticket_ref: "T-07300", priority_id: 3, agent_id: 7, team: "onboarding", channel: "email", created_at: new Date("2025-04-03T09:28:26Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.53", response_ratio: "0.53", first_response_min: "127", handling_ratio: "0.15", handling_min: "216", resolution_min: "343", first_response_margin_min: "113", resolution_margin_min: "1097" },
            { id: 132, ticket_ref: "T-77840", priority_id: 3, agent_id: 18, team: "general", channel: "web_form", created_at: new Date("2025-03-09T08:36:57Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "113", handling_ratio: "0.48", handling_min: "691", resolution_min: "804", first_response_margin_min: "127", resolution_margin_min: "636" },
            { id: 133, ticket_ref: "T-71160", priority_id: 4, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-05-08T16:17:27Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.57", response_ratio: "0.57", first_response_min: "274", handling_ratio: "0.27", handling_min: "1166", resolution_min: "1440", first_response_margin_min: "206", resolution_margin_min: "2880" },
            { id: 134, ticket_ref: "T-69690", priority_id: 3, agent_id: 14, team: "general", channel: "chat", created_at: new Date("2025-05-06T10:09:56Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.42", response_ratio: "0.42", first_response_min: "101", handling_ratio: "0.56", handling_min: "806", resolution_min: "907", first_response_margin_min: "139", resolution_margin_min: "533" },
            { id: 135, ticket_ref: "T-22400", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-05-03T16:04:24Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "120", handling_ratio: "0.33", handling_min: "475", resolution_min: "595", first_response_margin_min: "120", resolution_margin_min: "845" },
            { id: 136, ticket_ref: "T-67122", priority_id: 3, agent_id: 15, team: "technical", channel: "email", created_at: new Date("2025-03-11T17:53:39Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.35", within_ratio: null, response_ratio: "1.35", first_response_min: "324", handling_ratio: "0.65", handling_min: "936", resolution_min: "1260", first_response_margin_min: "-84", resolution_margin_min: "180" },
            { id: 137, ticket_ref: "T-95856", priority_id: 4, agent_id: 15, team: "technical", channel: "phone", created_at: new Date("2025-05-15T16:12:03Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.66", response_ratio: "0.66", first_response_min: "317", handling_ratio: "0.92", handling_min: "3974", resolution_min: "4291", first_response_margin_min: "163", resolution_margin_min: "29" },
            { id: 138, ticket_ref: "T-96445", priority_id: 3, agent_id: 15, team: "technical", channel: "chat", created_at: new Date("2025-04-26T23:58:58Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.15", within_ratio: null, response_ratio: "1.15", first_response_min: "276", handling_ratio: "0.36", handling_min: "518", resolution_min: "794", first_response_margin_min: "-36", resolution_margin_min: "646" },
            { id: 139, ticket_ref: "T-58259", priority_id: 2, agent_id: 6, team: "technical", channel: "chat", created_at: new Date("2025-05-23T13:25:55Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.15", within_ratio: null, response_ratio: "1.15", first_response_min: "69", handling_ratio: "0.92", handling_min: "442", resolution_min: "511", first_response_margin_min: "-9", resolution_margin_min: "-31" },
            { id: 140, ticket_ref: "T-36373", priority_id: 4, agent_id: 7, team: "onboarding", channel: "chat", created_at: new Date("2025-03-18T17:58:16Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.36", response_ratio: "0.36", first_response_min: "173", handling_ratio: "0.70", handling_min: "3024", resolution_min: "3197", first_response_margin_min: "307", resolution_margin_min: "1123" },
            { id: 141, ticket_ref: "T-23177", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-05-15T09:31:53Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.51", within_ratio: null, response_ratio: "1.51", first_response_min: "362", handling_ratio: "0.93", handling_min: "1339", resolution_min: "1701", first_response_margin_min: "-122", resolution_margin_min: "-261" },
            { id: 142, ticket_ref: "T-76074", priority_id: 4, agent_id: 4, team: "billing", channel: "phone", created_at: new Date("2025-05-10T10:48:04Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.31", response_ratio: "0.31", first_response_min: "149", handling_ratio: "0.60", handling_min: "2592", resolution_min: "2741", first_response_margin_min: "331", resolution_margin_min: "1579" },
            { id: 143, ticket_ref: "T-87347", priority_id: 3, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-05-13T12:20:44Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.38", within_ratio: null, response_ratio: "1.38", first_response_min: "331", handling_ratio: "0.50", handling_min: "720", resolution_min: "1051", first_response_margin_min: "-91", resolution_margin_min: "389" },
            { id: 144, ticket_ref: "T-03568", priority_id: 4, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-04-11T13:27:02Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.37", response_ratio: "0.37", first_response_min: "178", handling_ratio: "0.77", handling_min: "3326", resolution_min: "3504", first_response_margin_min: "302", resolution_margin_min: "816" },
            { id: 145, ticket_ref: "T-27368", priority_id: 4, agent_id: 2, team: "general", channel: "web_form", created_at: new Date("2025-04-21T10:24:47Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "264", handling_ratio: "0.29", handling_min: "1253", resolution_min: "1517", first_response_margin_min: "216", resolution_margin_min: "2803" },
            { id: 146, ticket_ref: "T-04186", priority_id: 3, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-25T10:22:15Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.41", response_ratio: "0.41", first_response_min: "98", handling_ratio: "0.65", handling_min: "936", resolution_min: "1034", first_response_margin_min: "142", resolution_margin_min: "406" },
            { id: 147, ticket_ref: "T-24962", priority_id: 3, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-05-13T21:47:52Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.65", response_ratio: "0.65", first_response_min: "156", handling_ratio: "0.72", handling_min: "1037", resolution_min: "1193", first_response_margin_min: "84", resolution_margin_min: "247" },
            { id: 148, ticket_ref: "T-00431", priority_id: 4, agent_id: 16, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-07T08:18:52Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.56", response_ratio: "0.56", first_response_min: "269", handling_ratio: "0.75", handling_min: "3240", resolution_min: "3509", first_response_margin_min: "211", resolution_margin_min: "811" },
            { id: 149, ticket_ref: "T-80784", priority_id: 3, agent_id: 13, team: "general", channel: "chat", created_at: new Date("2025-05-20T12:09:25Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.51", response_ratio: "0.51", first_response_min: "122", handling_ratio: "1.04", handling_min: "1498", resolution_min: "1620", first_response_margin_min: "118", resolution_margin_min: "-180" },
            { id: 150, ticket_ref: "T-30893", priority_id: 1, agent_id: 10, team: "technical", channel: "web_form", created_at: new Date("2025-05-06T14:19:42Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.39", response_ratio: "0.39", first_response_min: "6", handling_ratio: "0.94", handling_min: "226", resolution_min: "232", first_response_margin_min: "9", resolution_margin_min: "8" },
            { id: 151, ticket_ref: "T-54563", priority_id: 3, agent_id: 8, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-23T17:13:05Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.80", within_ratio: null, response_ratio: "1.80", first_response_min: "432", handling_ratio: "0.86", handling_min: "1238", resolution_min: "1670", first_response_margin_min: "-192", resolution_margin_min: "-230" },
            { id: 152, ticket_ref: "T-42005", priority_id: 4, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-07T12:19:36Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.63", response_ratio: "0.63", first_response_min: "302", handling_ratio: "0.35", handling_min: "1512", resolution_min: "1814", first_response_margin_min: "178", resolution_margin_min: "2506" },
            { id: 153, ticket_ref: "T-06184", priority_id: 4, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-03-17T11:45:18Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.64", response_ratio: "0.64", first_response_min: "307", handling_ratio: "0.88", handling_min: "3802", resolution_min: "4109", first_response_margin_min: "173", resolution_margin_min: "211" },
            { id: 154, ticket_ref: "T-97370", priority_id: 3, agent_id: 4, team: "billing", channel: "web_form", created_at: new Date("2025-03-07T15:50:40Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.20", response_ratio: "0.20", first_response_min: "48", handling_ratio: "0.52", handling_min: "749", resolution_min: "797", first_response_margin_min: "192", resolution_margin_min: "643" },
            { id: 155, ticket_ref: "T-11946", priority_id: 3, agent_id: 16, team: "onboarding", channel: "email", created_at: new Date("2025-04-25T12:11:04Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.59", response_ratio: "0.59", first_response_min: "142", handling_ratio: "0.50", handling_min: "720", resolution_min: "862", first_response_margin_min: "98", resolution_margin_min: "578" },
            { id: 156, ticket_ref: "T-31780", priority_id: 3, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-05-12T15:04:32Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.71", response_ratio: "0.71", first_response_min: "170", handling_ratio: "0.50", handling_min: "720", resolution_min: "890", first_response_margin_min: "70", resolution_margin_min: "550" },
            { id: 157, ticket_ref: "T-60306", priority_id: 2, agent_id: 3, team: "general", channel: "phone", created_at: new Date("2025-03-12T08:29:46Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.46", response_ratio: "0.46", first_response_min: "28", handling_ratio: "0.87", handling_min: "418", resolution_min: "446", first_response_margin_min: "32", resolution_margin_min: "34" },
            { id: 158, ticket_ref: "T-70498", priority_id: 3, agent_id: 14, team: "general", channel: "email", created_at: new Date("2025-05-20T05:40:37Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.73", response_ratio: "0.73", first_response_min: "175", handling_ratio: "0.33", handling_min: "475", resolution_min: "650", first_response_margin_min: "65", resolution_margin_min: "790" },
            { id: 159, ticket_ref: "T-11578", priority_id: 1, agent_id: 17, team: "general", channel: "web_form", created_at: new Date("2025-03-20T16:34:08Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: true, overrun_ratio: "1.36", within_ratio: null, response_ratio: "1.36", first_response_min: "20", handling_ratio: "0.41", handling_min: "98", resolution_min: "118", first_response_margin_min: "-5", resolution_margin_min: "122" },
            { id: 160, ticket_ref: "T-46181", priority_id: 2, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-03T08:03:59Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "33", handling_ratio: "0.46", handling_min: "221", resolution_min: "254", first_response_margin_min: "27", resolution_margin_min: "226" },
            { id: 161, ticket_ref: "T-65558", priority_id: 2, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-11T16:27:51Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.58", response_ratio: "0.58", first_response_min: "35", handling_ratio: "0.43", handling_min: "206", resolution_min: "241", first_response_margin_min: "25", resolution_margin_min: "239" },
            { id: 162, ticket_ref: "T-97519", priority_id: 4, agent_id: 15, team: "technical", channel: "email", created_at: new Date("2025-03-23T13:23:11Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.19", within_ratio: null, response_ratio: "1.19", first_response_min: "571", handling_ratio: "0.39", handling_min: "1685", resolution_min: "2256", first_response_margin_min: "-91", resolution_margin_min: "2064" },
            { id: 163, ticket_ref: "T-47174", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-22T15:16:13Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.68", response_ratio: "0.68", first_response_min: "163", handling_ratio: "0.65", handling_min: "936", resolution_min: "1099", first_response_margin_min: "77", resolution_margin_min: "341" },
            { id: 164, ticket_ref: "T-84459", priority_id: 4, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-03-19T10:13:13Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.69", response_ratio: "0.69", first_response_min: "331", handling_ratio: "0.63", handling_min: "2722", resolution_min: "3053", first_response_margin_min: "149", resolution_margin_min: "1267" },
            { id: 165, ticket_ref: "T-81134", priority_id: 3, agent_id: 9, team: "onboarding", channel: "email", created_at: new Date("2025-04-25T15:48:26Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.71", response_ratio: "0.71", first_response_min: "170", handling_ratio: "0.09", handling_min: "130", resolution_min: "300", first_response_margin_min: "70", resolution_margin_min: "1140" },
            { id: 166, ticket_ref: "T-89750", priority_id: 3, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-05-13T11:49:46Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.16", within_ratio: null, response_ratio: "1.16", first_response_min: "278", handling_ratio: "0.19", handling_min: "274", resolution_min: "552", first_response_margin_min: "-38", resolution_margin_min: "888" },
            { id: 167, ticket_ref: "T-87119", priority_id: 3, agent_id: 11, team: "general", channel: "email", created_at: new Date("2025-03-27T14:48:26Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.46", response_ratio: "0.46", first_response_min: "110", handling_ratio: "0.92", handling_min: "1325", resolution_min: "1435", first_response_margin_min: "130", resolution_margin_min: "5" },
            { id: 168, ticket_ref: "T-68846", priority_id: 4, agent_id: 2, team: "general", channel: "phone", created_at: new Date("2025-05-07T14:34:05Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.72", response_ratio: "0.72", first_response_min: "346", handling_ratio: "0.31", handling_min: "1339", resolution_min: "1685", first_response_margin_min: "134", resolution_margin_min: "2635" },
            { id: 169, ticket_ref: "T-02045", priority_id: 2, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-14T12:54:11Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.29", response_ratio: "0.29", first_response_min: "17", handling_ratio: "0.48", handling_min: "230", resolution_min: "247", first_response_margin_min: "43", resolution_margin_min: "233" },
            { id: 170, ticket_ref: "T-22990", priority_id: 4, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-03-31T14:24:33Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "2.56", within_ratio: null, response_ratio: "2.56", first_response_min: "1229", handling_ratio: "0.71", handling_min: "3067", resolution_min: "4296", first_response_margin_min: "-749", resolution_margin_min: "24" },
            { id: 171, ticket_ref: "T-20802", priority_id: 3, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-03-22T13:57:38Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.31", within_ratio: null, response_ratio: "1.31", first_response_min: "314", handling_ratio: "0.28", handling_min: "403", resolution_min: "717", first_response_margin_min: "-74", resolution_margin_min: "723" },
            { id: 172, ticket_ref: "T-86939", priority_id: 4, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-09T18:58:47Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "2.02", within_ratio: null, response_ratio: "2.02", first_response_min: "970", handling_ratio: "0.16", handling_min: "691", resolution_min: "1661", first_response_margin_min: "-490", resolution_margin_min: "2659" },
            { id: 173, ticket_ref: "T-39003", priority_id: 3, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-05-05T15:33:48Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "130", handling_ratio: "0.69", handling_min: "994", resolution_min: "1124", first_response_margin_min: "110", resolution_margin_min: "316" },
            { id: 174, ticket_ref: "T-53830", priority_id: 2, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-31T09:18:34Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.40", response_ratio: "0.40", first_response_min: "24", handling_ratio: "0.19", handling_min: "91", resolution_min: "115", first_response_margin_min: "36", resolution_margin_min: "365" },
            { id: 175, ticket_ref: "T-79702", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-20T10:41:09Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "115", handling_ratio: "0.50", handling_min: "720", resolution_min: "835", first_response_margin_min: "125", resolution_margin_min: "605" },
            { id: 176, ticket_ref: "T-30737", priority_id: 3, agent_id: 5, team: "technical", channel: "chat", created_at: new Date("2025-04-23T09:03:36Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.08", within_ratio: null, response_ratio: "2.08", first_response_min: "499", handling_ratio: "0.95", handling_min: "1368", resolution_min: "1867", first_response_margin_min: "-259", resolution_margin_min: "-427" },
            { id: 177, ticket_ref: "T-04490", priority_id: 2, agent_id: 4, team: "billing", channel: "email", created_at: new Date("2025-04-02T10:48:56Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.46", response_ratio: "0.46", first_response_min: "28", handling_ratio: "1.09", handling_min: "523", resolution_min: "551", first_response_margin_min: "32", resolution_margin_min: "-71" },
            { id: 178, ticket_ref: "T-33833", priority_id: 2, agent_id: 10, team: "technical", channel: "web_form", created_at: new Date("2025-05-08T14:29:23Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.56", response_ratio: "0.56", first_response_min: "34", handling_ratio: "0.20", handling_min: "96", resolution_min: "130", first_response_margin_min: "26", resolution_margin_min: "350" },
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            { id: 181, ticket_ref: "T-86460", priority_id: 2, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-04-30T13:21:25Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.62", response_ratio: "0.62", first_response_min: "37", handling_ratio: "0.49", handling_min: "235", resolution_min: "272", first_response_margin_min: "23", resolution_margin_min: "208" },
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            { id: 188, ticket_ref: "T-85387", priority_id: 3, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-04-11T15:27:40Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.57", response_ratio: "0.57", first_response_min: "137", handling_ratio: "1.14", handling_min: "1642", resolution_min: "1779", first_response_margin_min: "103", resolution_margin_min: "-339" },
            { id: 189, ticket_ref: "T-17196", priority_id: 3, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-04-29T14:00:46Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.61", response_ratio: "0.61", first_response_min: "146", handling_ratio: "0.53", handling_min: "763", resolution_min: "909", first_response_margin_min: "94", resolution_margin_min: "531" },
            { id: 190, ticket_ref: "T-15301", priority_id: 3, agent_id: 9, team: "onboarding", channel: "web_form", created_at: new Date("2025-05-17T12:45:32Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.51", within_ratio: null, response_ratio: "1.51", first_response_min: "362", handling_ratio: "0.07", handling_min: "101", resolution_min: "463", first_response_margin_min: "-122", resolution_margin_min: "977" },
            { id: 191, ticket_ref: "T-63137", priority_id: 4, agent_id: 8, team: "onboarding", channel: "chat", created_at: new Date("2025-05-22T14:42:55Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.62", response_ratio: "0.62", first_response_min: "298", handling_ratio: "0.21", handling_min: "907", resolution_min: "1205", first_response_margin_min: "182", resolution_margin_min: "3115" },
            { id: 192, ticket_ref: "T-68919", priority_id: 4, agent_id: 14, team: "general", channel: "email", created_at: new Date("2025-03-27T14:13:32Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.40", response_ratio: "0.40", first_response_min: "192", handling_ratio: "0.85", handling_min: "3672", resolution_min: "3864", first_response_margin_min: "288", resolution_margin_min: "456" },
            { id: 193, ticket_ref: "T-59080", priority_id: 3, agent_id: 9, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-27T09:39:00Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.45", response_ratio: "0.45", first_response_min: "108", handling_ratio: "0.82", handling_min: "1181", resolution_min: "1289", first_response_margin_min: "132", resolution_margin_min: "151" },
            { id: 194, ticket_ref: "T-18725", priority_id: 2, agent_id: 14, team: "general", channel: "phone", created_at: new Date("2025-05-23T12:56:02Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "28", handling_ratio: "0.94", handling_min: "451", resolution_min: "479", first_response_margin_min: "32", resolution_margin_min: "1" },
            { id: 195, ticket_ref: "T-28965", priority_id: 4, agent_id: 13, team: "general", channel: "email", created_at: new Date("2025-03-22T13:46:55Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.43", response_ratio: "0.43", first_response_min: "206", handling_ratio: "0.27", handling_min: "1166", resolution_min: "1372", first_response_margin_min: "274", resolution_margin_min: "2948" },
            { id: 196, ticket_ref: "T-58360", priority_id: 3, agent_id: 6, team: "technical", channel: "chat", created_at: new Date("2025-04-01T11:09:34Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.44", response_ratio: "0.44", first_response_min: "106", handling_ratio: "0.68", handling_min: "979", resolution_min: "1085", first_response_margin_min: "134", resolution_margin_min: "355" },
            { id: 197, ticket_ref: "T-81025", priority_id: 3, agent_id: 15, team: "technical", channel: "email", created_at: new Date("2025-05-07T09:31:41Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.90", within_ratio: null, response_ratio: "2.90", first_response_min: "696", handling_ratio: "0.95", handling_min: "1368", resolution_min: "2064", first_response_margin_min: "-456", resolution_margin_min: "-624" },
            { id: 198, ticket_ref: "T-72431", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-04-14T14:28:27Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.67", response_ratio: "0.67", first_response_min: "161", handling_ratio: "0.44", handling_min: "634", resolution_min: "795", first_response_margin_min: "79", resolution_margin_min: "645" },
            { id: 199, ticket_ref: "T-52113", priority_id: 1, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-18T15:03:31Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.45", response_ratio: "0.45", first_response_min: "7", handling_ratio: "0.73", handling_min: "175", resolution_min: "182", first_response_margin_min: "8", resolution_margin_min: "58" },
            { id: 200, ticket_ref: "T-79794", priority_id: 4, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-03-19T05:40:41Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.87", within_ratio: null, response_ratio: "1.87", first_response_min: "898", handling_ratio: "1.18", handling_min: "5098", resolution_min: "5996", first_response_margin_min: "-418", resolution_margin_min: "-1676" },
            { id: 201, ticket_ref: "T-27535", priority_id: 4, agent_id: 5, team: "technical", channel: "phone", created_at: new Date("2025-04-22T17:11:10Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.68", response_ratio: "0.68", first_response_min: "326", handling_ratio: "0.95", handling_min: "4104", resolution_min: "4430", first_response_margin_min: "154", resolution_margin_min: "-110" },
            { id: 202, ticket_ref: "T-49917", priority_id: 2, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-03-06T13:05:56Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.63", response_ratio: "0.63", first_response_min: "38", handling_ratio: "0.80", handling_min: "384", resolution_min: "422", first_response_margin_min: "22", resolution_margin_min: "58" },
            { id: 203, ticket_ref: "T-01843", priority_id: 3, agent_id: 2, team: "general", channel: "phone", created_at: new Date("2025-04-16T19:34:21Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.43", response_ratio: "0.43", first_response_min: "103", handling_ratio: "0.73", handling_min: "1051", resolution_min: "1154", first_response_margin_min: "137", resolution_margin_min: "286" },
            { id: 204, ticket_ref: "T-55220", priority_id: 2, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-04-07T14:35:56Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.46", response_ratio: "0.46", first_response_min: "28", handling_ratio: "0.04", handling_min: "19", resolution_min: "47", first_response_margin_min: "32", resolution_margin_min: "433" },
            { id: 205, ticket_ref: "T-77696", priority_id: 2, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-19T12:26:52Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.58", response_ratio: "0.58", first_response_min: "35", handling_ratio: "0.74", handling_min: "355", resolution_min: "390", first_response_margin_min: "25", resolution_margin_min: "90" },
            { id: 206, ticket_ref: "T-28373", priority_id: 3, agent_id: 6, team: "technical", channel: "chat", created_at: new Date("2025-03-27T09:49:16Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.52", response_ratio: "0.52", first_response_min: "125", handling_ratio: "0.35", handling_min: "504", resolution_min: "629", first_response_margin_min: "115", resolution_margin_min: "811" },
            { id: 207, ticket_ref: "T-11012", priority_id: 4, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-05-24T08:50:04Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "226", handling_ratio: "0.58", handling_min: "2506", resolution_min: "2732", first_response_margin_min: "254", resolution_margin_min: "1588" },
            { id: 208, ticket_ref: "T-50111", priority_id: 3, agent_id: 9, team: "onboarding", channel: "chat", created_at: new Date("2025-03-24T12:49:55Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.51", within_ratio: null, response_ratio: "1.51", first_response_min: "362", handling_ratio: "0.65", handling_min: "936", resolution_min: "1298", first_response_margin_min: "-122", resolution_margin_min: "142" },
            { id: 209, ticket_ref: "T-04228", priority_id: 4, agent_id: 7, team: "onboarding", channel: "chat", created_at: new Date("2025-04-24T14:36:07Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.74", response_ratio: "0.74", first_response_min: "355", handling_ratio: "0.50", handling_min: "2160", resolution_min: "2515", first_response_margin_min: "125", resolution_margin_min: "1805" },
            { id: 210, ticket_ref: "T-45699", priority_id: 2, agent_id: 8, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-19T09:37:37Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.62", response_ratio: "0.62", first_response_min: "37", handling_ratio: "0.54", handling_min: "259", resolution_min: "296", first_response_margin_min: "23", resolution_margin_min: "184" },
            { id: 211, ticket_ref: "T-30763", priority_id: 3, agent_id: 5, team: "technical", channel: "chat", created_at: new Date("2025-03-13T15:13:38Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.43", response_ratio: "0.43", first_response_min: "103", handling_ratio: "0.10", handling_min: "144", resolution_min: "247", first_response_margin_min: "137", resolution_margin_min: "1193" },
            { id: 212, ticket_ref: "T-86178", priority_id: 3, agent_id: 9, team: "onboarding", channel: "email", created_at: new Date("2025-04-11T16:38:17Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.98", within_ratio: null, response_ratio: "2.98", first_response_min: "715", handling_ratio: "0.58", handling_min: "835", resolution_min: "1550", first_response_margin_min: "-475", resolution_margin_min: "-110" },
            { id: 213, ticket_ref: "T-58846", priority_id: 2, agent_id: 5, team: "technical", channel: "phone", created_at: new Date("2025-04-17T14:04:20Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.51", response_ratio: "0.51", first_response_min: "31", handling_ratio: "0.15", handling_min: "72", resolution_min: "103", first_response_margin_min: "29", resolution_margin_min: "377" },
            { id: 214, ticket_ref: "T-35789", priority_id: 4, agent_id: 9, team: "onboarding", channel: "web_form", created_at: new Date("2025-05-20T12:01:01Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.52", response_ratio: "0.52", first_response_min: "250", handling_ratio: "0.71", handling_min: "3067", resolution_min: "3317", first_response_margin_min: "230", resolution_margin_min: "1003" },
            { id: 215, ticket_ref: "T-58652", priority_id: 2, agent_id: 14, team: "general", channel: "chat", created_at: new Date("2025-05-08T15:06:04Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "2.27", within_ratio: null, response_ratio: "2.27", first_response_min: "136", handling_ratio: "0.30", handling_min: "144", resolution_min: "280", first_response_margin_min: "-76", resolution_margin_min: "200" },
            { id: 216, ticket_ref: "T-64183", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-03-04T13:34:07Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.66", response_ratio: "0.66", first_response_min: "158", handling_ratio: "0.48", handling_min: "691", resolution_min: "849", first_response_margin_min: "82", resolution_margin_min: "591" },
            { id: 217, ticket_ref: "T-44105", priority_id: 3, agent_id: 11, team: "general", channel: "chat", created_at: new Date("2025-03-06T10:46:27Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "132", handling_ratio: "0.79", handling_min: "1138", resolution_min: "1270", first_response_margin_min: "108", resolution_margin_min: "170" },
            { id: 218, ticket_ref: "T-87022", priority_id: 2, agent_id: 4, team: "billing", channel: "web_form", created_at: new Date("2025-04-09T07:32:42Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.46", response_ratio: "0.46", first_response_min: "28", handling_ratio: "0.63", handling_min: "302", resolution_min: "330", first_response_margin_min: "32", resolution_margin_min: "150" },
            { id: 219, ticket_ref: "T-63089", priority_id: 3, agent_id: 7, team: "onboarding", channel: "email", created_at: new Date("2025-05-21T14:06:55Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.44", response_ratio: "0.44", first_response_min: "106", handling_ratio: "0.64", handling_min: "922", resolution_min: "1028", first_response_margin_min: "134", resolution_margin_min: "412" },
            { id: 220, ticket_ref: "T-90982", priority_id: 2, agent_id: 12, team: "general", channel: "web_form", created_at: new Date("2025-03-27T10:48:37Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "2.68", within_ratio: null, response_ratio: "2.68", first_response_min: "161", handling_ratio: "0.74", handling_min: "355", resolution_min: "516", first_response_margin_min: "-101", resolution_margin_min: "-36" },
            { id: 221, ticket_ref: "T-58504", priority_id: 4, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-05-23T11:24:58Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.59", response_ratio: "0.59", first_response_min: "283", handling_ratio: "0.18", handling_min: "778", resolution_min: "1061", first_response_margin_min: "197", resolution_margin_min: "3259" },
            { id: 222, ticket_ref: "T-75046", priority_id: 4, agent_id: 8, team: "onboarding", channel: "email", created_at: new Date("2025-03-05T08:39:15Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "259", handling_ratio: "0.58", handling_min: "2506", resolution_min: "2765", first_response_margin_min: "221", resolution_margin_min: "1555" },
            { id: 223, ticket_ref: "T-29833", priority_id: 1, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-08T11:38:57Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.51", response_ratio: "0.51", first_response_min: "8", handling_ratio: "0.66", handling_min: "158", resolution_min: "166", first_response_margin_min: "7", resolution_margin_min: "74" },
            { id: 224, ticket_ref: "T-72035", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-03-07T11:04:44Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.44", response_ratio: "0.44", first_response_min: "106", handling_ratio: "0.45", handling_min: "648", resolution_min: "754", first_response_margin_min: "134", resolution_margin_min: "686" },
            { id: 225, ticket_ref: "T-58598", priority_id: 2, agent_id: 10, team: "technical", channel: "email", created_at: new Date("2025-04-20T13:51:05Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.49", response_ratio: "0.49", first_response_min: "29", handling_ratio: "0.31", handling_min: "149", resolution_min: "178", first_response_margin_min: "31", resolution_margin_min: "302" },
            { id: 226, ticket_ref: "T-85428", priority_id: 3, agent_id: 15, team: "technical", channel: "email", created_at: new Date("2025-03-24T12:38:00Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.33", within_ratio: null, response_ratio: "2.33", first_response_min: "559", handling_ratio: "0.98", handling_min: "1411", resolution_min: "1970", first_response_margin_min: "-319", resolution_margin_min: "-530" },
            { id: 227, ticket_ref: "T-20540", priority_id: 3, agent_id: 11, team: "general", channel: "phone", created_at: new Date("2025-04-17T13:35:38Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.43", response_ratio: "0.43", first_response_min: "103", handling_ratio: "0.51", handling_min: "734", resolution_min: "837", first_response_margin_min: "137", resolution_margin_min: "603" },
            { id: 228, ticket_ref: "T-42729", priority_id: 3, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-05-22T12:11:38Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.49", response_ratio: "0.49", first_response_min: "118", handling_ratio: "0.39", handling_min: "562", resolution_min: "680", first_response_margin_min: "122", resolution_margin_min: "760" },
            { id: 229, ticket_ref: "T-97687", priority_id: 3, agent_id: 6, team: "technical", channel: "web_form", created_at: new Date("2025-05-13T11:02:23Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.37", response_ratio: "0.37", first_response_min: "89", handling_ratio: "0.32", handling_min: "461", resolution_min: "550", first_response_margin_min: "151", resolution_margin_min: "890" },
            { id: 230, ticket_ref: "T-93159", priority_id: 4, agent_id: 8, team: "onboarding", channel: "email", created_at: new Date("2025-03-17T16:26:25Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "259", handling_ratio: "0.40", handling_min: "1728", resolution_min: "1987", first_response_margin_min: "221", resolution_margin_min: "2333" },
            { id: 231, ticket_ref: "T-60767", priority_id: 3, agent_id: 7, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-18T14:57:35Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.53", response_ratio: "0.53", first_response_min: "127", handling_ratio: "0.09", handling_min: "130", resolution_min: "257", first_response_margin_min: "113", resolution_margin_min: "1183" },
            { id: 232, ticket_ref: "T-56987", priority_id: 3, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-04-28T01:46:12Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.32", within_ratio: null, response_ratio: "1.32", first_response_min: "317", handling_ratio: "0.69", handling_min: "994", resolution_min: "1311", first_response_margin_min: "-77", resolution_margin_min: "129" },
            { id: 233, ticket_ref: "T-41497", priority_id: 2, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-04-28T20:07:42Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.75", within_ratio: null, response_ratio: "1.75", first_response_min: "105", handling_ratio: "0.84", handling_min: "403", resolution_min: "508", first_response_margin_min: "-45", resolution_margin_min: "-28" },
            { id: 234, ticket_ref: "T-37657", priority_id: 2, agent_id: 4, team: "billing", channel: "web_form", created_at: new Date("2025-05-11T10:53:02Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.62", response_ratio: "0.62", first_response_min: "37", handling_ratio: "0.48", handling_min: "230", resolution_min: "267", first_response_margin_min: "23", resolution_margin_min: "213" },
            { id: 235, ticket_ref: "T-77096", priority_id: 3, agent_id: 15, team: "technical", channel: "email", created_at: new Date("2025-04-16T07:55:34Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.63", response_ratio: "0.63", first_response_min: "151", handling_ratio: "0.56", handling_min: "806", resolution_min: "957", first_response_margin_min: "89", resolution_margin_min: "483" },
            { id: 236, ticket_ref: "T-80015", priority_id: 3, agent_id: 4, team: "billing", channel: "email", created_at: new Date("2025-05-14T16:07:10Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.37", response_ratio: "0.37", first_response_min: "89", handling_ratio: "0.43", handling_min: "619", resolution_min: "708", first_response_margin_min: "151", resolution_margin_min: "732" },
            { id: 237, ticket_ref: "T-51256", priority_id: 4, agent_id: 17, team: "general", channel: "web_form", created_at: new Date("2025-05-10T11:38:51Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.59", response_ratio: "0.59", first_response_min: "283", handling_ratio: "0.95", handling_min: "4104", resolution_min: "4387", first_response_margin_min: "197", resolution_margin_min: "-67" },
            { id: 238, ticket_ref: "T-59818", priority_id: 3, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-23T14:43:50Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.26", within_ratio: null, response_ratio: "1.26", first_response_min: "302", handling_ratio: "0.45", handling_min: "648", resolution_min: "950", first_response_margin_min: "-62", resolution_margin_min: "490" },
            { id: 239, ticket_ref: "T-27510", priority_id: 2, agent_id: 12, team: "general", channel: "web_form", created_at: new Date("2025-05-12T15:56:18Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.36", response_ratio: "0.36", first_response_min: "22", handling_ratio: "0.74", handling_min: "355", resolution_min: "377", first_response_margin_min: "38", resolution_margin_min: "103" },
            { id: 240, ticket_ref: "T-68925", priority_id: 3, agent_id: 13, team: "general", channel: "chat", created_at: new Date("2025-05-02T12:21:27Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.67", response_ratio: "0.67", first_response_min: "161", handling_ratio: "0.52", handling_min: "749", resolution_min: "910", first_response_margin_min: "79", resolution_margin_min: "530" },
            { id: 241, ticket_ref: "T-54155", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-03T17:43:45Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.68", response_ratio: "0.68", first_response_min: "163", handling_ratio: "0.42", handling_min: "605", resolution_min: "768", first_response_margin_min: "77", resolution_margin_min: "672" },
            { id: 242, ticket_ref: "T-83097", priority_id: 3, agent_id: 10, team: "technical", channel: "email", created_at: new Date("2025-05-13T10:31:53Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.64", response_ratio: "0.64", first_response_min: "154", handling_ratio: "0.71", handling_min: "1022", resolution_min: "1176", first_response_margin_min: "86", resolution_margin_min: "264" },
            { id: 243, ticket_ref: "T-90383", priority_id: 3, agent_id: 16, team: "onboarding", channel: "email", created_at: new Date("2025-04-08T12:31:32Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.82", response_ratio: "0.82", first_response_min: "197", handling_ratio: "0.56", handling_min: "806", resolution_min: "1003", first_response_margin_min: "43", resolution_margin_min: "437" },
            { id: 244, ticket_ref: "T-71663", priority_id: 4, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-03-14T09:14:54Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.23", within_ratio: null, response_ratio: "1.23", first_response_min: "590", handling_ratio: "0.30", handling_min: "1296", resolution_min: "1886", first_response_margin_min: "-110", resolution_margin_min: "2434" },
            { id: 245, ticket_ref: "T-50929", priority_id: 3, agent_id: 4, team: "billing", channel: "chat", created_at: new Date("2025-04-09T14:49:08Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.29", response_ratio: "0.29", first_response_min: "70", handling_ratio: "0.54", handling_min: "778", resolution_min: "848", first_response_margin_min: "170", resolution_margin_min: "592" },
            { id: 246, ticket_ref: "T-04038", priority_id: 3, agent_id: 2, team: "general", channel: "web_form", created_at: new Date("2025-04-21T11:05:37Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.57", response_ratio: "0.57", first_response_min: "137", handling_ratio: "0.25", handling_min: "360", resolution_min: "497", first_response_margin_min: "103", resolution_margin_min: "943" },
            { id: 247, ticket_ref: "T-92237", priority_id: 3, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-03-06T17:22:34Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.16", within_ratio: null, response_ratio: "1.16", first_response_min: "278", handling_ratio: "0.35", handling_min: "504", resolution_min: "782", first_response_margin_min: "-38", resolution_margin_min: "658" },
            { id: 248, ticket_ref: "T-62225", priority_id: 2, agent_id: 8, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-14T11:00:07Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.34", response_ratio: "0.34", first_response_min: "20", handling_ratio: "0.48", handling_min: "230", resolution_min: "250", first_response_margin_min: "40", resolution_margin_min: "230" },
            { id: 249, ticket_ref: "T-84447", priority_id: 2, agent_id: 14, team: "general", channel: "chat", created_at: new Date("2025-05-08T17:11:00Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.30", response_ratio: "0.30", first_response_min: "18", handling_ratio: "0.28", handling_min: "134", resolution_min: "152", first_response_margin_min: "42", resolution_margin_min: "328" },
            { id: 250, ticket_ref: "T-90184", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-05T11:29:20Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "113", handling_ratio: "0.71", handling_min: "1022", resolution_min: "1135", first_response_margin_min: "127", resolution_margin_min: "305" },
            { id: 251, ticket_ref: "T-49410", priority_id: 3, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-03-09T19:36:55Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "132", handling_ratio: "0.71", handling_min: "1022", resolution_min: "1154", first_response_margin_min: "108", resolution_margin_min: "286" },
            { id: 252, ticket_ref: "T-97788", priority_id: 4, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-03-14T09:18:53Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "240", handling_ratio: "0.51", handling_min: "2203", resolution_min: "2443", first_response_margin_min: "240", resolution_margin_min: "1877" },
            { id: 253, ticket_ref: "T-65530", priority_id: 1, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-28T17:04:45Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.15", response_ratio: "0.15", first_response_min: "2", handling_ratio: "0.75", handling_min: "180", resolution_min: "182", first_response_margin_min: "13", resolution_margin_min: "58" },
            { id: 254, ticket_ref: "T-73688", priority_id: 4, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-04-02T12:50:57Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "264", handling_ratio: "0.93", handling_min: "4018", resolution_min: "4282", first_response_margin_min: "216", resolution_margin_min: "38" },
            { id: 255, ticket_ref: "T-18212", priority_id: 1, agent_id: 5, team: "technical", channel: "chat", created_at: new Date("2025-03-18T10:49:17Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.15", response_ratio: "0.15", first_response_min: "2", handling_ratio: "0.78", handling_min: "187", resolution_min: "189", first_response_margin_min: "13", resolution_margin_min: "51" },
            { id: 256, ticket_ref: "T-47348", priority_id: 2, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-05-08T14:17:46Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.45", response_ratio: "0.45", first_response_min: "27", handling_ratio: "0.92", handling_min: "442", resolution_min: "469", first_response_margin_min: "33", resolution_margin_min: "11" },
            { id: 257, ticket_ref: "T-45035", priority_id: 4, agent_id: 2, team: "general", channel: "phone", created_at: new Date("2025-03-12T21:24:13Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.26", response_ratio: "0.26", first_response_min: "125", handling_ratio: "0.39", handling_min: "1685", resolution_min: "1810", first_response_margin_min: "355", resolution_margin_min: "2510" },
            { id: 258, ticket_ref: "T-95349", priority_id: 4, agent_id: 2, team: "general", channel: "web_form", created_at: new Date("2025-03-27T13:01:39Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.26", response_ratio: "0.26", first_response_min: "125", handling_ratio: "0.58", handling_min: "2506", resolution_min: "2631", first_response_margin_min: "355", resolution_margin_min: "1689" },
            { id: 259, ticket_ref: "T-33785", priority_id: 3, agent_id: 6, team: "technical", channel: "web_form", created_at: new Date("2025-04-29T16:16:10Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.40", response_ratio: "0.40", first_response_min: "96", handling_ratio: "0.37", handling_min: "533", resolution_min: "629", first_response_margin_min: "144", resolution_margin_min: "811" },
            { id: 260, ticket_ref: "T-07174", priority_id: 4, agent_id: 7, team: "onboarding", channel: "email", created_at: new Date("2025-05-08T16:07:33Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.58", response_ratio: "0.58", first_response_min: "278", handling_ratio: "0.64", handling_min: "2765", resolution_min: "3043", first_response_margin_min: "202", resolution_margin_min: "1277" },
            { id: 261, ticket_ref: "T-45644", priority_id: 2, agent_id: 14, team: "general", channel: "email", created_at: new Date("2025-03-20T15:53:40Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.22", response_ratio: "0.22", first_response_min: "13", handling_ratio: "0.65", handling_min: "312", resolution_min: "325", first_response_margin_min: "47", resolution_margin_min: "155" },
            { id: 262, ticket_ref: "T-07508", priority_id: 3, agent_id: 5, team: "technical", channel: "chat", created_at: new Date("2025-03-31T09:14:17Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.81", response_ratio: "0.81", first_response_min: "194", handling_ratio: "0.66", handling_min: "950", resolution_min: "1144", first_response_margin_min: "46", resolution_margin_min: "296" },
            { id: 263, ticket_ref: "T-61894", priority_id: 4, agent_id: 2, team: "general", channel: "web_form", created_at: new Date("2025-04-16T14:39:59Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.58", response_ratio: "0.58", first_response_min: "278", handling_ratio: "0.70", handling_min: "3024", resolution_min: "3302", first_response_margin_min: "202", resolution_margin_min: "1018" },
            { id: 264, ticket_ref: "T-80760", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-17T11:10:11Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.51", response_ratio: "0.51", first_response_min: "122", handling_ratio: "0.63", handling_min: "907", resolution_min: "1029", first_response_margin_min: "118", resolution_margin_min: "411" },
            { id: 265, ticket_ref: "T-02569", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-03-10T11:05:44Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.02", within_ratio: null, response_ratio: "2.02", first_response_min: "485", handling_ratio: "0.87", handling_min: "1253", resolution_min: "1738", first_response_margin_min: "-245", resolution_margin_min: "-298" },
            { id: 266, ticket_ref: "T-98140", priority_id: 4, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-05-19T08:00:24Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.42", response_ratio: "0.42", first_response_min: "202", handling_ratio: "0.76", handling_min: "3283", resolution_min: "3485", first_response_margin_min: "278", resolution_margin_min: "835" },
            { id: 267, ticket_ref: "T-63593", priority_id: 1, agent_id: 7, team: "onboarding", channel: "email", created_at: new Date("2025-05-22T16:44:17Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.52", response_ratio: "0.52", first_response_min: "8", handling_ratio: "0.44", handling_min: "106", resolution_min: "114", first_response_margin_min: "7", resolution_margin_min: "126" },
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            { id: 271, ticket_ref: "T-06537", priority_id: 3, agent_id: 8, team: "onboarding", channel: "phone", created_at: new Date("2025-03-11T07:42:05Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.62", response_ratio: "0.62", first_response_min: "149", handling_ratio: "0.70", handling_min: "1008", resolution_min: "1157", first_response_margin_min: "91", resolution_margin_min: "283" },
            { id: 272, ticket_ref: "T-53605", priority_id: 2, agent_id: 3, team: "general", channel: "phone", created_at: new Date("2025-05-02T10:56:42Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.34", response_ratio: "0.34", first_response_min: "20", handling_ratio: "0.63", handling_min: "302", resolution_min: "322", first_response_margin_min: "40", resolution_margin_min: "158" },
            { id: 273, ticket_ref: "T-13231", priority_id: 4, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-03-27T15:30:13Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "2.42", within_ratio: null, response_ratio: "2.42", first_response_min: "1162", handling_ratio: "0.30", handling_min: "1296", resolution_min: "2458", first_response_margin_min: "-682", resolution_margin_min: "1862" },
            { id: 274, ticket_ref: "T-51761", priority_id: 4, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-04-23T09:23:17Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.42", response_ratio: "0.42", first_response_min: "202", handling_ratio: "0.55", handling_min: "2376", resolution_min: "2578", first_response_margin_min: "278", resolution_margin_min: "1742" },
            { id: 275, ticket_ref: "T-68298", priority_id: 3, agent_id: 7, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-12T09:47:16Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.35", response_ratio: "0.35", first_response_min: "84", handling_ratio: "0.53", handling_min: "763", resolution_min: "847", first_response_margin_min: "156", resolution_margin_min: "593" },
            { id: 276, ticket_ref: "T-61302", priority_id: 3, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-03-07T14:06:07Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.45", response_ratio: "0.45", first_response_min: "108", handling_ratio: "0.57", handling_min: "821", resolution_min: "929", first_response_margin_min: "132", resolution_margin_min: "511" },
            { id: 277, ticket_ref: "T-41482", priority_id: 3, agent_id: 15, team: "technical", channel: "chat", created_at: new Date("2025-03-20T11:32:30Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "115", handling_ratio: "0.70", handling_min: "1008", resolution_min: "1123", first_response_margin_min: "125", resolution_margin_min: "317" },
            { id: 278, ticket_ref: "T-33975", priority_id: 1, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-04-11T12:41:14Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.35", response_ratio: "0.35", first_response_min: "5", handling_ratio: "0.44", handling_min: "106", resolution_min: "111", first_response_margin_min: "10", resolution_margin_min: "129" },
            { id: 279, ticket_ref: "T-99016", priority_id: 2, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-04-23T18:10:33Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.45", response_ratio: "0.45", first_response_min: "27", handling_ratio: "0.93", handling_min: "446", resolution_min: "473", first_response_margin_min: "33", resolution_margin_min: "7" },
            { id: 280, ticket_ref: "T-49115", priority_id: 3, agent_id: 15, team: "technical", channel: "email", created_at: new Date("2025-04-22T15:58:14Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.48", within_ratio: null, response_ratio: "2.48", first_response_min: "595", handling_ratio: "0.48", handling_min: "691", resolution_min: "1286", first_response_margin_min: "-355", resolution_margin_min: "154" },
            { id: 281, ticket_ref: "T-65093", priority_id: 4, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-27T08:51:11Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.29", response_ratio: "0.29", first_response_min: "139", handling_ratio: "1.21", handling_min: "5227", resolution_min: "5366", first_response_margin_min: "341", resolution_margin_min: "-1046" },
            { id: 282, ticket_ref: "T-19574", priority_id: 2, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-03-25T11:56:30Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.58", response_ratio: "0.58", first_response_min: "35", handling_ratio: "0.83", handling_min: "398", resolution_min: "433", first_response_margin_min: "25", resolution_margin_min: "47" },
            { id: 283, ticket_ref: "T-54433", priority_id: 3, agent_id: 17, team: "general", channel: "email", created_at: new Date("2025-03-06T13:10:20Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "120", handling_ratio: "0.61", handling_min: "878", resolution_min: "998", first_response_margin_min: "120", resolution_margin_min: "442" },
            { id: 284, ticket_ref: "T-86350", priority_id: 1, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-23T09:09:49Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.32", response_ratio: "0.32", first_response_min: "5", handling_ratio: "0.97", handling_min: "233", resolution_min: "238", first_response_margin_min: "10", resolution_margin_min: "2" },
            { id: 285, ticket_ref: "T-48998", priority_id: 3, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-05-22T09:30:33Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.27", response_ratio: "0.27", first_response_min: "65", handling_ratio: "0.76", handling_min: "1094", resolution_min: "1159", first_response_margin_min: "175", resolution_margin_min: "281" },
            { id: 286, ticket_ref: "T-80272", priority_id: 3, agent_id: 11, team: "general", channel: "email", created_at: new Date("2025-03-05T20:47:08Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "130", handling_ratio: "0.30", handling_min: "432", resolution_min: "562", first_response_margin_min: "110", resolution_margin_min: "878" },
            { id: 287, ticket_ref: "T-27983", priority_id: 3, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-04-08T09:23:42Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.11", within_ratio: null, response_ratio: "1.11", first_response_min: "266", handling_ratio: "0.57", handling_min: "821", resolution_min: "1087", first_response_margin_min: "-26", resolution_margin_min: "353" },
            { id: 288, ticket_ref: "T-39775", priority_id: 3, agent_id: 5, team: "technical", channel: "chat", created_at: new Date("2025-05-13T09:56:51Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.34", response_ratio: "0.34", first_response_min: "82", handling_ratio: "0.38", handling_min: "547", resolution_min: "629", first_response_margin_min: "158", resolution_margin_min: "811" },
            { id: 289, ticket_ref: "T-98487", priority_id: 4, agent_id: 11, team: "general", channel: "email", created_at: new Date("2025-04-07T15:50:43Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.63", response_ratio: "0.63", first_response_min: "302", handling_ratio: "0.66", handling_min: "2851", resolution_min: "3153", first_response_margin_min: "178", resolution_margin_min: "1167" },
            { id: 290, ticket_ref: "T-25026", priority_id: 4, agent_id: 6, team: "technical", channel: "web_form", created_at: new Date("2025-03-24T10:13:21Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.39", response_ratio: "0.39", first_response_min: "187", handling_ratio: "0.63", handling_min: "2722", resolution_min: "2909", first_response_margin_min: "293", resolution_margin_min: "1411" },
            { id: 291, ticket_ref: "T-79336", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-10T11:14:31Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.44", response_ratio: "0.44", first_response_min: "106", handling_ratio: "0.73", handling_min: "1051", resolution_min: "1157", first_response_margin_min: "134", resolution_margin_min: "283" },
            { id: 292, ticket_ref: "T-34417", priority_id: 3, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-05-07T12:25:52Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.38", response_ratio: "0.38", first_response_min: "91", handling_ratio: "0.28", handling_min: "403", resolution_min: "494", first_response_margin_min: "149", resolution_margin_min: "946" },
            { id: 293, ticket_ref: "T-53696", priority_id: 2, agent_id: 17, team: "general", channel: "phone", created_at: new Date("2025-05-13T09:38:59Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.32", response_ratio: "0.32", first_response_min: "19", handling_ratio: "0.73", handling_min: "350", resolution_min: "369", first_response_margin_min: "41", resolution_margin_min: "111" },
            { id: 294, ticket_ref: "T-90379", priority_id: 2, agent_id: 11, team: "general", channel: "phone", created_at: new Date("2025-04-29T15:58:22Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.33", response_ratio: "0.33", first_response_min: "20", handling_ratio: "0.39", handling_min: "187", resolution_min: "207", first_response_margin_min: "40", resolution_margin_min: "273" },
            { id: 295, ticket_ref: "T-73588", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-05-23T09:31:11Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "130", handling_ratio: "0.71", handling_min: "1022", resolution_min: "1152", first_response_margin_min: "110", resolution_margin_min: "288" },
            { id: 296, ticket_ref: "T-82559", priority_id: 4, agent_id: 7, team: "onboarding", channel: "chat", created_at: new Date("2025-03-21T14:21:38Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.46", within_ratio: null, response_ratio: "1.46", first_response_min: "701", handling_ratio: "0.44", handling_min: "1901", resolution_min: "2602", first_response_margin_min: "-221", resolution_margin_min: "1718" },
            { id: 297, ticket_ref: "T-91493", priority_id: 3, agent_id: 18, team: "general", channel: "web_form", created_at: new Date("2025-05-03T13:07:32Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.51", response_ratio: "0.51", first_response_min: "122", handling_ratio: "0.14", handling_min: "202", resolution_min: "324", first_response_margin_min: "118", resolution_margin_min: "1116" },
            { id: 298, ticket_ref: "T-98179", priority_id: 3, agent_id: 16, team: "onboarding", channel: "phone", created_at: new Date("2025-03-25T14:23:08Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.26", response_ratio: "0.26", first_response_min: "62", handling_ratio: "0.88", handling_min: "1267", resolution_min: "1329", first_response_margin_min: "178", resolution_margin_min: "111" },
            { id: 299, ticket_ref: "T-23538", priority_id: 4, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-03-21T13:47:49Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.57", response_ratio: "0.57", first_response_min: "274", handling_ratio: "0.33", handling_min: "1426", resolution_min: "1700", first_response_margin_min: "206", resolution_margin_min: "2620" },
            { id: 300, ticket_ref: "T-59100", priority_id: 1, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-04-14T17:49:17Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.58", response_ratio: "0.58", first_response_min: "9", handling_ratio: "0.39", handling_min: "94", resolution_min: "103", first_response_margin_min: "6", resolution_margin_min: "137" },
            { id: 301, ticket_ref: "T-44418", priority_id: 2, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-05-08T12:46:35Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.33", response_ratio: "0.33", first_response_min: "20", handling_ratio: "0.67", handling_min: "322", resolution_min: "342", first_response_margin_min: "40", resolution_margin_min: "138" },
            { id: 302, ticket_ref: "T-66540", priority_id: 4, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-03-19T12:55:02Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.40", response_ratio: "0.40", first_response_min: "192", handling_ratio: "0.35", handling_min: "1512", resolution_min: "1704", first_response_margin_min: "288", resolution_margin_min: "2616" },
            { id: 303, ticket_ref: "T-23251", priority_id: 3, agent_id: 9, team: "onboarding", channel: "email", created_at: new Date("2025-05-08T12:17:28Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "115", handling_ratio: "0.26", handling_min: "374", resolution_min: "489", first_response_margin_min: "125", resolution_margin_min: "951" },
            { id: 304, ticket_ref: "T-43566", priority_id: 3, agent_id: 7, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-30T14:43:25Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "130", handling_ratio: "0.54", handling_min: "778", resolution_min: "908", first_response_margin_min: "110", resolution_margin_min: "532" },
            { id: 305, ticket_ref: "T-01300", priority_id: 3, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-03-12T17:21:06Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.46", response_ratio: "0.46", first_response_min: "110", handling_ratio: "0.64", handling_min: "922", resolution_min: "1032", first_response_margin_min: "130", resolution_margin_min: "408" },
            { id: 306, ticket_ref: "T-44584", priority_id: 4, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-05-09T12:33:13Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.27", response_ratio: "0.27", first_response_min: "130", handling_ratio: "0.50", handling_min: "2160", resolution_min: "2290", first_response_margin_min: "350", resolution_margin_min: "2030" },
            { id: 307, ticket_ref: "T-64057", priority_id: 3, agent_id: 14, team: "general", channel: "phone", created_at: new Date("2025-03-17T16:48:56Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "115", handling_ratio: "0.54", handling_min: "778", resolution_min: "893", first_response_margin_min: "125", resolution_margin_min: "547" },
            { id: 308, ticket_ref: "T-21184", priority_id: 4, agent_id: 7, team: "onboarding", channel: "chat", created_at: new Date("2025-04-11T22:12:02Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.92", within_ratio: null, response_ratio: "1.92", first_response_min: "922", handling_ratio: "0.48", handling_min: "2074", resolution_min: "2996", first_response_margin_min: "-442", resolution_margin_min: "1324" },
            { id: 309, ticket_ref: "T-18378", priority_id: 3, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-05-08T07:39:03Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.65", response_ratio: "0.65", first_response_min: "156", handling_ratio: "0.37", handling_min: "533", resolution_min: "689", first_response_margin_min: "84", resolution_margin_min: "751" },
            { id: 310, ticket_ref: "T-46533", priority_id: 3, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-04-30T16:32:33Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.33", within_ratio: null, response_ratio: "1.33", first_response_min: "319", handling_ratio: "0.66", handling_min: "950", resolution_min: "1269", first_response_margin_min: "-79", resolution_margin_min: "171" },
            { id: 311, ticket_ref: "T-20236", priority_id: 2, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-01T18:57:14Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.65", response_ratio: "0.65", first_response_min: "39", handling_ratio: "0.26", handling_min: "125", resolution_min: "164", first_response_margin_min: "21", resolution_margin_min: "316" },
            { id: 312, ticket_ref: "T-30404", priority_id: 4, agent_id: 4, team: "billing", channel: "web_form", created_at: new Date("2025-05-12T08:05:03Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "240", handling_ratio: "0.92", handling_min: "3974", resolution_min: "4214", first_response_margin_min: "240", resolution_margin_min: "106" },
            { id: 313, ticket_ref: "T-95579", priority_id: 3, agent_id: 7, team: "onboarding", channel: "phone", created_at: new Date("2025-04-21T15:19:08Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.36", response_ratio: "0.36", first_response_min: "86", handling_ratio: "0.73", handling_min: "1051", resolution_min: "1137", first_response_margin_min: "154", resolution_margin_min: "303" },
            { id: 314, ticket_ref: "T-35356", priority_id: 3, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-05-21T08:23:37Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.44", response_ratio: "0.44", first_response_min: "106", handling_ratio: "0.33", handling_min: "475", resolution_min: "581", first_response_margin_min: "134", resolution_margin_min: "859" },
            { id: 315, ticket_ref: "T-07731", priority_id: 3, agent_id: 10, team: "technical", channel: "chat", created_at: new Date("2025-03-10T15:20:52Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.20", response_ratio: "0.20", first_response_min: "48", handling_ratio: "0.57", handling_min: "821", resolution_min: "869", first_response_margin_min: "192", resolution_margin_min: "571" },
            { id: 316, ticket_ref: "T-10220", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-23T15:59:34Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.38", response_ratio: "0.38", first_response_min: "91", handling_ratio: "0.34", handling_min: "490", resolution_min: "581", first_response_margin_min: "149", resolution_margin_min: "859" },
            { id: 317, ticket_ref: "T-44788", priority_id: 3, agent_id: 10, team: "technical", channel: "chat", created_at: new Date("2025-04-01T18:31:35Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "120", handling_ratio: "0.46", handling_min: "662", resolution_min: "782", first_response_margin_min: "120", resolution_margin_min: "658" },
            { id: 318, ticket_ref: "T-31636", priority_id: 4, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-03-04T10:51:30Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.84", within_ratio: null, response_ratio: "1.84", first_response_min: "883", handling_ratio: "0.81", handling_min: "3499", resolution_min: "4382", first_response_margin_min: "-403", resolution_margin_min: "-62" },
            { id: 319, ticket_ref: "T-63795", priority_id: 3, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-03-17T13:06:14Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.41", response_ratio: "0.41", first_response_min: "98", handling_ratio: "0.93", handling_min: "1339", resolution_min: "1437", first_response_margin_min: "142", resolution_margin_min: "3" },
            { id: 320, ticket_ref: "T-27670", priority_id: 2, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-05-13T14:48:25Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "28", handling_ratio: "0.32", handling_min: "154", resolution_min: "182", first_response_margin_min: "32", resolution_margin_min: "298" },
            { id: 321, ticket_ref: "T-37363", priority_id: 3, agent_id: 14, team: "general", channel: "email", created_at: new Date("2025-04-19T08:21:45Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.35", response_ratio: "0.35", first_response_min: "84", handling_ratio: "0.11", handling_min: "158", resolution_min: "242", first_response_margin_min: "156", resolution_margin_min: "1198" },
            { id: 322, ticket_ref: "T-54186", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-04-20T10:57:19Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.74", within_ratio: null, response_ratio: "1.74", first_response_min: "418", handling_ratio: "0.65", handling_min: "936", resolution_min: "1354", first_response_margin_min: "-178", resolution_margin_min: "86" },
            { id: 323, ticket_ref: "T-03162", priority_id: 3, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-04-22T16:24:10Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.52", response_ratio: "0.52", first_response_min: "125", handling_ratio: "0.54", handling_min: "778", resolution_min: "903", first_response_margin_min: "115", resolution_margin_min: "537" },
            { id: 324, ticket_ref: "T-62406", priority_id: 3, agent_id: 2, team: "general", channel: "web_form", created_at: new Date("2025-03-31T08:22:58Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.53", response_ratio: "0.53", first_response_min: "127", handling_ratio: "0.87", handling_min: "1253", resolution_min: "1380", first_response_margin_min: "113", resolution_margin_min: "60" },
            { id: 325, ticket_ref: "T-82199", priority_id: 4, agent_id: 9, team: "onboarding", channel: "web_form", created_at: new Date("2025-05-25T13:01:13Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.30", response_ratio: "0.30", first_response_min: "144", handling_ratio: "0.83", handling_min: "3586", resolution_min: "3730", first_response_margin_min: "336", resolution_margin_min: "590" },
            { id: 326, ticket_ref: "T-80245", priority_id: 2, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-05-06T17:14:58Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.52", response_ratio: "0.52", first_response_min: "31", handling_ratio: "0.77", handling_min: "370", resolution_min: "401", first_response_margin_min: "29", resolution_margin_min: "79" },
            { id: 327, ticket_ref: "T-59577", priority_id: 3, agent_id: 12, team: "general", channel: "email", created_at: new Date("2025-03-06T13:32:25Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.36", response_ratio: "0.36", first_response_min: "86", handling_ratio: "0.37", handling_min: "533", resolution_min: "619", first_response_margin_min: "154", resolution_margin_min: "821" },
            { id: 328, ticket_ref: "T-96231", priority_id: 2, agent_id: 10, team: "technical", channel: "chat", created_at: new Date("2025-04-11T12:54:01Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.17", within_ratio: null, response_ratio: "1.17", first_response_min: "70", handling_ratio: "0.93", handling_min: "446", resolution_min: "516", first_response_margin_min: "-10", resolution_margin_min: "-36" },
            { id: 329, ticket_ref: "T-04184", priority_id: 2, agent_id: 9, team: "onboarding", channel: "chat", created_at: new Date("2025-05-15T18:07:09Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "2.06", within_ratio: null, response_ratio: "2.06", first_response_min: "124", handling_ratio: "1.00", handling_min: "480", resolution_min: "604", first_response_margin_min: "-64", resolution_margin_min: "-124" },
            { id: 330, ticket_ref: "T-72856", priority_id: 3, agent_id: 4, team: "billing", channel: "phone", created_at: new Date("2025-04-07T15:20:40Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.33", within_ratio: null, response_ratio: "2.33", first_response_min: "559", handling_ratio: "0.64", handling_min: "922", resolution_min: "1481", first_response_margin_min: "-319", resolution_margin_min: "-41" },
            { id: 331, ticket_ref: "T-50494", priority_id: 3, agent_id: 3, team: "general", channel: "phone", created_at: new Date("2025-04-07T18:03:27Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.25", response_ratio: "0.25", first_response_min: "60", handling_ratio: "0.69", handling_min: "994", resolution_min: "1054", first_response_margin_min: "180", resolution_margin_min: "386" },
            { id: 332, ticket_ref: "T-34988", priority_id: 2, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-24T17:11:22Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "33", handling_ratio: "0.74", handling_min: "355", resolution_min: "388", first_response_margin_min: "27", resolution_margin_min: "92" },
            { id: 333, ticket_ref: "T-27292", priority_id: 2, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-10T11:25:25Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.44", response_ratio: "0.44", first_response_min: "26", handling_ratio: "0.58", handling_min: "278", resolution_min: "304", first_response_margin_min: "34", resolution_margin_min: "176" },
            { id: 334, ticket_ref: "T-68189", priority_id: 3, agent_id: 2, team: "general", channel: "web_form", created_at: new Date("2025-03-07T12:27:27Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.25", within_ratio: null, response_ratio: "1.25", first_response_min: "300", handling_ratio: "0.20", handling_min: "288", resolution_min: "588", first_response_margin_min: "-60", resolution_margin_min: "852" },
            { id: 335, ticket_ref: "T-45745", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-05T11:30:47Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "115", handling_ratio: "0.34", handling_min: "490", resolution_min: "605", first_response_margin_min: "125", resolution_margin_min: "835" },
            { id: 336, ticket_ref: "T-79867", priority_id: 3, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-31T15:32:58Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "115", handling_ratio: "0.12", handling_min: "173", resolution_min: "288", first_response_margin_min: "125", resolution_margin_min: "1152" },
            { id: 337, ticket_ref: "T-06695", priority_id: 4, agent_id: 14, team: "general", channel: "email", created_at: new Date("2025-04-30T16:38:00Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.33", response_ratio: "0.33", first_response_min: "158", handling_ratio: "0.10", handling_min: "432", resolution_min: "590", first_response_margin_min: "322", resolution_margin_min: "3730" },
            { id: 338, ticket_ref: "T-54614", priority_id: 4, agent_id: 14, team: "general", channel: "email", created_at: new Date("2025-03-14T16:11:53Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.40", response_ratio: "0.40", first_response_min: "192", handling_ratio: "0.99", handling_min: "4277", resolution_min: "4469", first_response_margin_min: "288", resolution_margin_min: "-149" },
            { id: 339, ticket_ref: "T-14231", priority_id: 3, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-04-18T17:45:26Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.34", response_ratio: "0.34", first_response_min: "82", handling_ratio: "0.14", handling_min: "202", resolution_min: "284", first_response_margin_min: "158", resolution_margin_min: "1156" },
            { id: 340, ticket_ref: "T-89987", priority_id: 3, agent_id: 4, team: "billing", channel: "chat", created_at: new Date("2025-05-11T14:37:38Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.40", within_ratio: null, response_ratio: "2.40", first_response_min: "576", handling_ratio: "0.66", handling_min: "950", resolution_min: "1526", first_response_margin_min: "-336", resolution_margin_min: "-86" },
            { id: 341, ticket_ref: "T-00103", priority_id: 4, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-14T12:09:38Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.52", response_ratio: "0.52", first_response_min: "250", handling_ratio: "0.36", handling_min: "1555", resolution_min: "1805", first_response_margin_min: "230", resolution_margin_min: "2515" },
            { id: 342, ticket_ref: "T-45898", priority_id: 2, agent_id: 3, team: "general", channel: "web_form", created_at: new Date("2025-05-21T14:18:45Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.74", response_ratio: "0.74", first_response_min: "44", handling_ratio: "0.86", handling_min: "413", resolution_min: "457", first_response_margin_min: "16", resolution_margin_min: "23" },
            { id: 343, ticket_ref: "T-98480", priority_id: 4, agent_id: 4, team: "billing", channel: "email", created_at: new Date("2025-04-01T15:40:08Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.67", response_ratio: "0.67", first_response_min: "322", handling_ratio: "0.56", handling_min: "2419", resolution_min: "2741", first_response_margin_min: "158", resolution_margin_min: "1579" },
            { id: 344, ticket_ref: "T-04683", priority_id: 3, agent_id: 12, team: "general", channel: "chat", created_at: new Date("2025-03-04T14:36:27Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.38", response_ratio: "0.38", first_response_min: "91", handling_ratio: "0.33", handling_min: "475", resolution_min: "566", first_response_margin_min: "149", resolution_margin_min: "874" },
            { id: 345, ticket_ref: "T-98188", priority_id: 2, agent_id: 7, team: "onboarding", channel: "chat", created_at: new Date("2025-05-02T10:58:45Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.13", within_ratio: null, response_ratio: "1.13", first_response_min: "68", handling_ratio: "0.82", handling_min: "394", resolution_min: "462", first_response_margin_min: "-8", resolution_margin_min: "18" },
            { id: 346, ticket_ref: "T-06715", priority_id: 4, agent_id: 4, team: "billing", channel: "chat", created_at: new Date("2025-05-22T11:12:11Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.58", response_ratio: "0.58", first_response_min: "278", handling_ratio: "0.17", handling_min: "734", resolution_min: "1012", first_response_margin_min: "202", resolution_margin_min: "3308" },
            { id: 347, ticket_ref: "T-98488", priority_id: 3, agent_id: 18, team: "general", channel: "chat", created_at: new Date("2025-04-23T16:52:56Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.85", within_ratio: null, response_ratio: "2.85", first_response_min: "684", handling_ratio: "0.64", handling_min: "922", resolution_min: "1606", first_response_margin_min: "-444", resolution_margin_min: "-166" },
            { id: 348, ticket_ref: "T-88019", priority_id: 1, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-05-16T12:27:05Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "8", handling_ratio: "0.30", handling_min: "72", resolution_min: "80", first_response_margin_min: "7", resolution_margin_min: "160" },
            { id: 349, ticket_ref: "T-54586", priority_id: 4, agent_id: 9, team: "onboarding", channel: "chat", created_at: new Date("2025-03-30T10:30:06Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "264", handling_ratio: "0.77", handling_min: "3326", resolution_min: "3590", first_response_margin_min: "216", resolution_margin_min: "730" },
            { id: 350, ticket_ref: "T-70614", priority_id: 3, agent_id: 14, team: "general", channel: "email", created_at: new Date("2025-04-15T13:58:49Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "113", handling_ratio: "0.38", handling_min: "547", resolution_min: "660", first_response_margin_min: "127", resolution_margin_min: "780" },
            { id: 351, ticket_ref: "T-20104", priority_id: 4, agent_id: 11, team: "general", channel: "web_form", created_at: new Date("2025-05-15T17:59:17Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.36", response_ratio: "0.36", first_response_min: "173", handling_ratio: "0.08", handling_min: "346", resolution_min: "519", first_response_margin_min: "307", resolution_margin_min: "3801" },
            { id: 352, ticket_ref: "T-69488", priority_id: 3, agent_id: 18, team: "general", channel: "chat", created_at: new Date("2025-04-15T10:41:49Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "130", handling_ratio: "0.60", handling_min: "864", resolution_min: "994", first_response_margin_min: "110", resolution_margin_min: "446" },
            { id: 353, ticket_ref: "T-19418", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-03-26T09:07:59Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "130", handling_ratio: "0.50", handling_min: "720", resolution_min: "850", first_response_margin_min: "110", resolution_margin_min: "590" },
            { id: 354, ticket_ref: "T-63581", priority_id: 4, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-13T11:35:30Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.65", response_ratio: "0.65", first_response_min: "312", handling_ratio: "0.67", handling_min: "2894", resolution_min: "3206", first_response_margin_min: "168", resolution_margin_min: "1114" },
            { id: 355, ticket_ref: "T-80357", priority_id: 3, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-05-10T15:41:18Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.40", response_ratio: "0.40", first_response_min: "96", handling_ratio: "0.68", handling_min: "979", resolution_min: "1075", first_response_margin_min: "144", resolution_margin_min: "365" },
            { id: 356, ticket_ref: "T-38708", priority_id: 3, agent_id: 3, team: "general", channel: "chat", created_at: new Date("2025-03-18T12:59:31Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.39", response_ratio: "0.39", first_response_min: "94", handling_ratio: "0.81", handling_min: "1166", resolution_min: "1260", first_response_margin_min: "146", resolution_margin_min: "180" },
            { id: 357, ticket_ref: "T-82141", priority_id: 3, agent_id: 4, team: "billing", channel: "email", created_at: new Date("2025-04-23T07:13:27Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.40", within_ratio: null, response_ratio: "1.40", first_response_min: "336", handling_ratio: "0.54", handling_min: "778", resolution_min: "1114", first_response_margin_min: "-96", resolution_margin_min: "326" },
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            { id: 370, ticket_ref: "T-97321", priority_id: 3, agent_id: 4, team: "billing", channel: "web_form", created_at: new Date("2025-05-09T18:02:37Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.80", within_ratio: null, response_ratio: "1.80", first_response_min: "432", handling_ratio: "0.44", handling_min: "634", resolution_min: "1066", first_response_margin_min: "-192", resolution_margin_min: "374" },
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            { id: 372, ticket_ref: "T-50304", priority_id: 4, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-27T09:27:25Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.66", within_ratio: null, response_ratio: "1.66", first_response_min: "797", handling_ratio: "0.34", handling_min: "1469", resolution_min: "2266", first_response_margin_min: "-317", resolution_margin_min: "2054" },
            { id: 373, ticket_ref: "T-98705", priority_id: 2, agent_id: 9, team: "onboarding", channel: "email", created_at: new Date("2025-04-02T15:12:56Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "2.44", within_ratio: null, response_ratio: "2.44", first_response_min: "146", handling_ratio: "0.71", handling_min: "341", resolution_min: "487", first_response_margin_min: "-86", resolution_margin_min: "-7" },
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            { id: 375, ticket_ref: "T-85096", priority_id: 4, agent_id: 7, team: "onboarding", channel: "email", created_at: new Date("2025-03-11T17:07:21Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.46", response_ratio: "0.46", first_response_min: "221", handling_ratio: "0.25", handling_min: "1080", resolution_min: "1301", first_response_margin_min: "259", resolution_margin_min: "3019" },
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            { id: 381, ticket_ref: "T-70352", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-07T15:48:04Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.37", response_ratio: "0.37", first_response_min: "89", handling_ratio: "0.90", handling_min: "1296", resolution_min: "1385", first_response_margin_min: "151", resolution_margin_min: "55" },
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            { id: 383, ticket_ref: "T-39810", priority_id: 4, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-04-25T18:28:05Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.53", response_ratio: "0.53", first_response_min: "254", handling_ratio: "0.36", handling_min: "1555", resolution_min: "1809", first_response_margin_min: "226", resolution_margin_min: "2511" },
            { id: 384, ticket_ref: "T-43415", priority_id: 1, agent_id: 18, team: "general", channel: "web_form", created_at: new Date("2025-03-27T11:48:45Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.33", response_ratio: "0.33", first_response_min: "5", handling_ratio: "0.62", handling_min: "149", resolution_min: "154", first_response_margin_min: "10", resolution_margin_min: "86" },
            { id: 385, ticket_ref: "T-21820", priority_id: 3, agent_id: 4, team: "billing", channel: "web_form", created_at: new Date("2025-03-03T10:59:18Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.98", within_ratio: null, response_ratio: "1.98", first_response_min: "475", handling_ratio: "0.50", handling_min: "720", resolution_min: "1195", first_response_margin_min: "-235", resolution_margin_min: "245" },
            { id: 386, ticket_ref: "T-90702", priority_id: 4, agent_id: 6, team: "technical", channel: "web_form", created_at: new Date("2025-03-28T14:50:11Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.27", response_ratio: "0.27", first_response_min: "130", handling_ratio: "0.84", handling_min: "3629", resolution_min: "3759", first_response_margin_min: "350", resolution_margin_min: "561" },
            { id: 387, ticket_ref: "T-62054", priority_id: 2, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-24T09:52:07Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.37", response_ratio: "0.37", first_response_min: "22", handling_ratio: "0.51", handling_min: "245", resolution_min: "267", first_response_margin_min: "38", resolution_margin_min: "213" },
            { id: 388, ticket_ref: "T-33263", priority_id: 4, agent_id: 3, team: "general", channel: "chat", created_at: new Date("2025-05-04T16:13:47Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.33", response_ratio: "0.33", first_response_min: "158", handling_ratio: "0.23", handling_min: "994", resolution_min: "1152", first_response_margin_min: "322", resolution_margin_min: "3168" },
            { id: 389, ticket_ref: "T-54116", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-12T16:18:53Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.70", within_ratio: null, response_ratio: "1.70", first_response_min: "408", handling_ratio: "0.89", handling_min: "1282", resolution_min: "1690", first_response_margin_min: "-168", resolution_margin_min: "-250" },
            { id: 390, ticket_ref: "T-80158", priority_id: 3, agent_id: 9, team: "onboarding", channel: "email", created_at: new Date("2025-05-16T12:01:28Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.67", response_ratio: "0.67", first_response_min: "161", handling_ratio: "0.64", handling_min: "922", resolution_min: "1083", first_response_margin_min: "79", resolution_margin_min: "357" },
            { id: 391, ticket_ref: "T-46452", priority_id: 3, agent_id: 10, team: "technical", channel: "email", created_at: new Date("2025-03-19T14:15:32Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.22", within_ratio: null, response_ratio: "1.22", first_response_min: "293", handling_ratio: "0.97", handling_min: "1397", resolution_min: "1690", first_response_margin_min: "-53", resolution_margin_min: "-250" },
            { id: 392, ticket_ref: "T-62617", priority_id: 3, agent_id: 11, team: "general", channel: "web_form", created_at: new Date("2025-04-07T01:37:26Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.68", response_ratio: "0.68", first_response_min: "163", handling_ratio: "0.24", handling_min: "346", resolution_min: "509", first_response_margin_min: "77", resolution_margin_min: "931" },
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            { id: 394, ticket_ref: "T-15398", priority_id: 4, agent_id: 9, team: "onboarding", channel: "email", created_at: new Date("2025-04-29T14:08:49Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.51", response_ratio: "0.51", first_response_min: "245", handling_ratio: "1.24", handling_min: "5357", resolution_min: "5602", first_response_margin_min: "235", resolution_margin_min: "-1282" },
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            { id: 396, ticket_ref: "T-49578", priority_id: 4, agent_id: 14, team: "general", channel: "email", created_at: new Date("2025-03-10T08:32:13Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.31", response_ratio: "0.31", first_response_min: "149", handling_ratio: "0.31", handling_min: "1339", resolution_min: "1488", first_response_margin_min: "331", resolution_margin_min: "2832" },
            { id: 397, ticket_ref: "T-01980", priority_id: 3, agent_id: 16, team: "onboarding", channel: "email", created_at: new Date("2025-03-03T13:27:30Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.46", within_ratio: null, response_ratio: "1.46", first_response_min: "350", handling_ratio: "0.12", handling_min: "173", resolution_min: "523", first_response_margin_min: "-110", resolution_margin_min: "917" },
            { id: 398, ticket_ref: "T-91882", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-04-01T16:18:37Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.64", response_ratio: "0.64", first_response_min: "154", handling_ratio: "0.49", handling_min: "706", resolution_min: "860", first_response_margin_min: "86", resolution_margin_min: "580" },
            { id: 399, ticket_ref: "T-14393", priority_id: 3, agent_id: 7, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-17T14:19:28Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "120", handling_ratio: "0.91", handling_min: "1310", resolution_min: "1430", first_response_margin_min: "120", resolution_margin_min: "10" },
            { id: 400, ticket_ref: "T-27915", priority_id: 1, agent_id: 3, team: "general", channel: "phone", created_at: new Date("2025-04-11T09:20:53Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.63", response_ratio: "0.63", first_response_min: "9", handling_ratio: "0.61", handling_min: "146", resolution_min: "155", first_response_margin_min: "6", resolution_margin_min: "85" },
            { id: 401, ticket_ref: "T-87607", priority_id: 3, agent_id: 10, team: "technical", channel: "email", created_at: new Date("2025-03-04T16:47:45Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "130", handling_ratio: "0.21", handling_min: "302", resolution_min: "432", first_response_margin_min: "110", resolution_margin_min: "1008" },
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            { id: 403, ticket_ref: "T-24130", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-07T12:27:26Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.29", within_ratio: null, response_ratio: "1.29", first_response_min: "310", handling_ratio: "0.98", handling_min: "1411", resolution_min: "1721", first_response_margin_min: "-70", resolution_margin_min: "-281" },
            { id: 404, ticket_ref: "T-52796", priority_id: 3, agent_id: 6, team: "technical", channel: "chat", created_at: new Date("2025-04-03T09:06:58Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.67", response_ratio: "0.67", first_response_min: "161", handling_ratio: "0.72", handling_min: "1037", resolution_min: "1198", first_response_margin_min: "79", resolution_margin_min: "242" },
            { id: 405, ticket_ref: "T-06582", priority_id: 2, agent_id: 16, team: "onboarding", channel: "web_form", created_at: new Date("2025-05-14T10:36:59Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.15", response_ratio: "0.15", first_response_min: "9", handling_ratio: "0.46", handling_min: "221", resolution_min: "230", first_response_margin_min: "51", resolution_margin_min: "250" },
            { id: 406, ticket_ref: "T-35868", priority_id: 3, agent_id: 13, team: "general", channel: "email", created_at: new Date("2025-04-17T16:16:47Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.42", response_ratio: "0.42", first_response_min: "101", handling_ratio: "0.52", handling_min: "749", resolution_min: "850", first_response_margin_min: "139", resolution_margin_min: "590" },
            { id: 407, ticket_ref: "T-70339", priority_id: 4, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-04-21T15:36:06Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "230", handling_ratio: "0.49", handling_min: "2117", resolution_min: "2347", first_response_margin_min: "250", resolution_margin_min: "1973" },
            { id: 408, ticket_ref: "T-60187", priority_id: 2, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-20T13:45:45Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.67", response_ratio: "0.67", first_response_min: "40", handling_ratio: "0.25", handling_min: "120", resolution_min: "160", first_response_margin_min: "20", resolution_margin_min: "320" },
            { id: 409, ticket_ref: "T-08744", priority_id: 3, agent_id: 7, team: "onboarding", channel: "chat", created_at: new Date("2025-03-25T14:32:44Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.53", response_ratio: "0.53", first_response_min: "127", handling_ratio: "0.80", handling_min: "1152", resolution_min: "1279", first_response_margin_min: "113", resolution_margin_min: "161" },
            { id: 410, ticket_ref: "T-79467", priority_id: 1, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-29T16:27:54Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.70", response_ratio: "0.70", first_response_min: "11", handling_ratio: "0.57", handling_min: "137", resolution_min: "148", first_response_margin_min: "4", resolution_margin_min: "92" },
            { id: 411, ticket_ref: "T-47270", priority_id: 4, agent_id: 13, team: "general", channel: "email", created_at: new Date("2025-04-15T11:48:38Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.61", response_ratio: "0.61", first_response_min: "293", handling_ratio: "0.49", handling_min: "2117", resolution_min: "2410", first_response_margin_min: "187", resolution_margin_min: "1910" },
            { id: 412, ticket_ref: "T-61233", priority_id: 4, agent_id: 7, team: "onboarding", channel: "email", created_at: new Date("2025-04-09T12:21:07Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.43", response_ratio: "0.43", first_response_min: "206", handling_ratio: "0.48", handling_min: "2074", resolution_min: "2280", first_response_margin_min: "274", resolution_margin_min: "2040" },
            { id: 413, ticket_ref: "T-75329", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-07T11:58:35Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.11", within_ratio: null, response_ratio: "1.11", first_response_min: "266", handling_ratio: "0.83", handling_min: "1195", resolution_min: "1461", first_response_margin_min: "-26", resolution_margin_min: "-21" },
            { id: 414, ticket_ref: "T-43030", priority_id: 3, agent_id: 14, team: "general", channel: "chat", created_at: new Date("2025-05-16T13:44:59Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.56", response_ratio: "0.56", first_response_min: "134", handling_ratio: "0.78", handling_min: "1123", resolution_min: "1257", first_response_margin_min: "106", resolution_margin_min: "183" },
            { id: 415, ticket_ref: "T-33613", priority_id: 2, agent_id: 8, team: "onboarding", channel: "chat", created_at: new Date("2025-04-23T09:05:05Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.51", response_ratio: "0.51", first_response_min: "31", handling_ratio: "0.11", handling_min: "53", resolution_min: "84", first_response_margin_min: "29", resolution_margin_min: "396" },
            { id: 416, ticket_ref: "T-70678", priority_id: 3, agent_id: 14, team: "general", channel: "phone", created_at: new Date("2025-03-28T13:32:56Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.98", within_ratio: null, response_ratio: "1.98", first_response_min: "475", handling_ratio: "0.90", handling_min: "1296", resolution_min: "1771", first_response_margin_min: "-235", resolution_margin_min: "-331" },
            { id: 417, ticket_ref: "T-48392", priority_id: 4, agent_id: 17, team: "general", channel: "phone", created_at: new Date("2025-03-18T14:58:10Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.71", response_ratio: "0.71", first_response_min: "341", handling_ratio: "0.28", handling_min: "1210", resolution_min: "1551", first_response_margin_min: "139", resolution_margin_min: "2769" },
            { id: 418, ticket_ref: "T-87147", priority_id: 1, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-01T13:10:57Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "8", handling_ratio: "0.23", handling_min: "55", resolution_min: "63", first_response_margin_min: "7", resolution_margin_min: "177" },
            { id: 419, ticket_ref: "T-61485", priority_id: 2, agent_id: 14, team: "general", channel: "web_form", created_at: new Date("2025-05-06T13:41:19Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.57", response_ratio: "0.57", first_response_min: "34", handling_ratio: "0.18", handling_min: "86", resolution_min: "120", first_response_margin_min: "26", resolution_margin_min: "360" },
            { id: 420, ticket_ref: "T-13080", priority_id: 4, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-21T09:07:15Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.41", response_ratio: "0.41", first_response_min: "197", handling_ratio: "0.32", handling_min: "1382", resolution_min: "1579", first_response_margin_min: "283", resolution_margin_min: "2741" },
            { id: 421, ticket_ref: "T-66158", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-21T12:12:01Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.41", response_ratio: "0.41", first_response_min: "98", handling_ratio: "0.74", handling_min: "1066", resolution_min: "1164", first_response_margin_min: "142", resolution_margin_min: "276" },
            { id: 422, ticket_ref: "T-96105", priority_id: 4, agent_id: 4, team: "billing", channel: "web_form", created_at: new Date("2025-03-03T12:35:27Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "259", handling_ratio: "0.37", handling_min: "1598", resolution_min: "1857", first_response_margin_min: "221", resolution_margin_min: "2463" },
            { id: 423, ticket_ref: "T-44045", priority_id: 4, agent_id: 17, team: "general", channel: "web_form", created_at: new Date("2025-05-13T11:41:50Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.49", response_ratio: "0.49", first_response_min: "235", handling_ratio: "0.55", handling_min: "2376", resolution_min: "2611", first_response_margin_min: "245", resolution_margin_min: "1709" },
            { id: 424, ticket_ref: "T-47520", priority_id: 4, agent_id: 9, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-21T15:32:13Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.63", response_ratio: "0.63", first_response_min: "302", handling_ratio: "0.53", handling_min: "2290", resolution_min: "2592", first_response_margin_min: "178", resolution_margin_min: "1728" },
            { id: 425, ticket_ref: "T-92691", priority_id: 4, agent_id: 13, team: "general", channel: "chat", created_at: new Date("2025-05-21T10:38:08Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.78", within_ratio: null, response_ratio: "1.78", first_response_min: "854", handling_ratio: "0.78", handling_min: "3370", resolution_min: "4224", first_response_margin_min: "-374", resolution_margin_min: "96" },
            { id: 426, ticket_ref: "T-15598", priority_id: 4, agent_id: 10, team: "technical", channel: "email", created_at: new Date("2025-04-14T13:38:35Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "2.54", within_ratio: null, response_ratio: "2.54", first_response_min: "1219", handling_ratio: "0.73", handling_min: "3154", resolution_min: "4373", first_response_margin_min: "-739", resolution_margin_min: "-53" },
            { id: 427, ticket_ref: "T-24623", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-02T12:28:47Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.58", response_ratio: "0.58", first_response_min: "139", handling_ratio: "1.01", handling_min: "1454", resolution_min: "1593", first_response_margin_min: "101", resolution_margin_min: "-153" },
            { id: 428, ticket_ref: "T-82105", priority_id: 4, agent_id: 7, team: "onboarding", channel: "email", created_at: new Date("2025-04-28T13:43:02Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.32", within_ratio: null, response_ratio: "1.32", first_response_min: "634", handling_ratio: "0.25", handling_min: "1080", resolution_min: "1714", first_response_margin_min: "-154", resolution_margin_min: "2606" },
            { id: 429, ticket_ref: "T-28153", priority_id: 4, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-05-20T11:22:32Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.68", response_ratio: "0.68", first_response_min: "326", handling_ratio: "0.55", handling_min: "2376", resolution_min: "2702", first_response_margin_min: "154", resolution_margin_min: "1618" },
            { id: 430, ticket_ref: "T-05436", priority_id: 3, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-03-21T14:52:49Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.69", response_ratio: "0.69", first_response_min: "166", handling_ratio: "1.00", handling_min: "1440", resolution_min: "1606", first_response_margin_min: "74", resolution_margin_min: "-166" },
            { id: 431, ticket_ref: "T-75442", priority_id: 3, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-04-08T14:51:13Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.11", within_ratio: null, response_ratio: "1.11", first_response_min: "266", handling_ratio: "0.72", handling_min: "1037", resolution_min: "1303", first_response_margin_min: "-26", resolution_margin_min: "137" },
            { id: 432, ticket_ref: "T-16115", priority_id: 2, agent_id: 7, team: "onboarding", channel: "chat", created_at: new Date("2025-05-14T13:51:51Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "2.63", within_ratio: null, response_ratio: "2.63", first_response_min: "158", handling_ratio: "0.84", handling_min: "403", resolution_min: "561", first_response_margin_min: "-98", resolution_margin_min: "-81" },
            { id: 433, ticket_ref: "T-77342", priority_id: 3, agent_id: 5, team: "technical", channel: "web_form", created_at: new Date("2025-05-14T11:48:02Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.34", response_ratio: "0.34", first_response_min: "82", handling_ratio: "0.89", handling_min: "1282", resolution_min: "1364", first_response_margin_min: "158", resolution_margin_min: "76" },
            { id: 434, ticket_ref: "T-39033", priority_id: 4, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-11T09:26:38Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.38", response_ratio: "0.38", first_response_min: "182", handling_ratio: "0.72", handling_min: "3110", resolution_min: "3292", first_response_margin_min: "298", resolution_margin_min: "1028" },
            { id: 435, ticket_ref: "T-13458", priority_id: 4, agent_id: 9, team: "onboarding", channel: "email", created_at: new Date("2025-03-27T11:47:57Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.37", response_ratio: "0.37", first_response_min: "178", handling_ratio: "0.29", handling_min: "1253", resolution_min: "1431", first_response_margin_min: "302", resolution_margin_min: "2889" },
            { id: 436, ticket_ref: "T-64751", priority_id: 3, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-03-24T17:32:09Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "120", handling_ratio: "0.40", handling_min: "576", resolution_min: "696", first_response_margin_min: "120", resolution_margin_min: "744" },
            { id: 437, ticket_ref: "T-87442", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-05-01T14:07:48Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "130", handling_ratio: "0.64", handling_min: "922", resolution_min: "1052", first_response_margin_min: "110", resolution_margin_min: "388" },
            { id: 438, ticket_ref: "T-05966", priority_id: 3, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-03-20T11:26:18Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.39", response_ratio: "0.39", first_response_min: "94", handling_ratio: "0.29", handling_min: "418", resolution_min: "512", first_response_margin_min: "146", resolution_margin_min: "928" },
            { id: 439, ticket_ref: "T-15113", priority_id: 3, agent_id: 9, team: "onboarding", channel: "email", created_at: new Date("2025-05-08T09:01:19Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.14", within_ratio: null, response_ratio: "1.14", first_response_min: "274", handling_ratio: "0.92", handling_min: "1325", resolution_min: "1599", first_response_margin_min: "-34", resolution_margin_min: "-159" },
            { id: 440, ticket_ref: "T-74876", priority_id: 3, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-05-12T06:48:52Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.75", within_ratio: null, response_ratio: "1.75", first_response_min: "420", handling_ratio: "0.34", handling_min: "490", resolution_min: "910", first_response_margin_min: "-180", resolution_margin_min: "530" },
            { id: 441, ticket_ref: "T-22949", priority_id: 2, agent_id: 11, team: "general", channel: "chat", created_at: new Date("2025-04-01T17:56:56Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "2.59", within_ratio: null, response_ratio: "2.59", first_response_min: "155", handling_ratio: "0.48", handling_min: "230", resolution_min: "385", first_response_margin_min: "-95", resolution_margin_min: "95" },
            { id: 442, ticket_ref: "T-57128", priority_id: 3, agent_id: 11, team: "general", channel: "web_form", created_at: new Date("2025-03-14T14:13:32Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.27", within_ratio: null, response_ratio: "2.27", first_response_min: "545", handling_ratio: "0.41", handling_min: "590", resolution_min: "1135", first_response_margin_min: "-305", resolution_margin_min: "305" },
            { id: 443, ticket_ref: "T-49220", priority_id: 3, agent_id: 5, team: "technical", channel: "phone", created_at: new Date("2025-04-03T09:53:55Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.83", within_ratio: null, response_ratio: "2.83", first_response_min: "679", handling_ratio: "0.43", handling_min: "619", resolution_min: "1298", first_response_margin_min: "-439", resolution_margin_min: "142" },
            { id: 444, ticket_ref: "T-59222", priority_id: 4, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-05-07T15:06:39Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.46", response_ratio: "0.46", first_response_min: "221", handling_ratio: "1.05", handling_min: "4536", resolution_min: "4757", first_response_margin_min: "259", resolution_margin_min: "-437" },
            { id: 445, ticket_ref: "T-80121", priority_id: 3, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-04-18T14:02:25Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.34", response_ratio: "0.34", first_response_min: "82", handling_ratio: "0.60", handling_min: "864", resolution_min: "946", first_response_margin_min: "158", resolution_margin_min: "494" },
            { id: 446, ticket_ref: "T-65957", priority_id: 1, agent_id: 10, team: "technical", channel: "email", created_at: new Date("2025-03-10T13:26:24Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.41", response_ratio: "0.41", first_response_min: "6", handling_ratio: "0.38", handling_min: "91", resolution_min: "97", first_response_margin_min: "9", resolution_margin_min: "143" },
            { id: 447, ticket_ref: "T-82758", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-09T09:59:00Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.41", response_ratio: "0.41", first_response_min: "98", handling_ratio: "0.16", handling_min: "230", resolution_min: "328", first_response_margin_min: "142", resolution_margin_min: "1112" },
            { id: 448, ticket_ref: "T-10383", priority_id: 2, agent_id: 13, team: "general", channel: "phone", created_at: new Date("2025-04-17T10:38:48Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.74", response_ratio: "0.74", first_response_min: "44", handling_ratio: "0.75", handling_min: "360", resolution_min: "404", first_response_margin_min: "16", resolution_margin_min: "76" },
            { id: 449, ticket_ref: "T-75527", priority_id: 2, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-05-19T15:51:36Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.27", response_ratio: "0.27", first_response_min: "16", handling_ratio: "0.87", handling_min: "418", resolution_min: "434", first_response_margin_min: "44", resolution_margin_min: "46" },
            { id: 450, ticket_ref: "T-01310", priority_id: 3, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-05-06T09:22:34Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.43", response_ratio: "0.43", first_response_min: "103", handling_ratio: "0.75", handling_min: "1080", resolution_min: "1183", first_response_margin_min: "137", resolution_margin_min: "257" },
            { id: 451, ticket_ref: "T-87979", priority_id: 2, agent_id: 7, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-23T09:58:06Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.56", response_ratio: "0.56", first_response_min: "34", handling_ratio: "0.85", handling_min: "408", resolution_min: "442", first_response_margin_min: "26", resolution_margin_min: "38" },
            { id: 452, ticket_ref: "T-72200", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-04T15:56:31Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.59", response_ratio: "0.59", first_response_min: "142", handling_ratio: "0.53", handling_min: "763", resolution_min: "905", first_response_margin_min: "98", resolution_margin_min: "535" },
            { id: 453, ticket_ref: "T-46851", priority_id: 3, agent_id: 15, team: "technical", channel: "chat", created_at: new Date("2025-04-28T07:32:47Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.44", response_ratio: "0.44", first_response_min: "106", handling_ratio: "0.65", handling_min: "936", resolution_min: "1042", first_response_margin_min: "134", resolution_margin_min: "398" },
            { id: 454, ticket_ref: "T-80692", priority_id: 1, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-13T10:44:02Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: true, overrun_ratio: "1.46", within_ratio: null, response_ratio: "1.46", first_response_min: "22", handling_ratio: "0.97", handling_min: "233", resolution_min: "255", first_response_margin_min: "-7", resolution_margin_min: "-15" },
            { id: 455, ticket_ref: "T-47289", priority_id: 3, agent_id: 7, team: "onboarding", channel: "chat", created_at: new Date("2025-03-13T19:12:27Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.39", response_ratio: "0.39", first_response_min: "94", handling_ratio: "0.26", handling_min: "374", resolution_min: "468", first_response_margin_min: "146", resolution_margin_min: "972" },
            { id: 456, ticket_ref: "T-85977", priority_id: 4, agent_id: 10, team: "technical", channel: "web_form", created_at: new Date("2025-05-06T12:02:09Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.69", response_ratio: "0.69", first_response_min: "331", handling_ratio: "0.47", handling_min: "2030", resolution_min: "2361", first_response_margin_min: "149", resolution_margin_min: "1959" },
            { id: 457, ticket_ref: "T-58451", priority_id: 2, agent_id: 12, team: "general", channel: "web_form", created_at: new Date("2025-03-04T21:37:39Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.77", within_ratio: null, response_ratio: "1.77", first_response_min: "106", handling_ratio: "0.48", handling_min: "230", resolution_min: "336", first_response_margin_min: "-46", resolution_margin_min: "144" },
            { id: 458, ticket_ref: "T-53525", priority_id: 3, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-05-14T13:28:38Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.61", response_ratio: "0.61", first_response_min: "146", handling_ratio: "0.85", handling_min: "1224", resolution_min: "1370", first_response_margin_min: "94", resolution_margin_min: "70" },
            { id: 459, ticket_ref: "T-85983", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-09T18:03:39Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "115", handling_ratio: "0.53", handling_min: "763", resolution_min: "878", first_response_margin_min: "125", resolution_margin_min: "562" },
            { id: 460, ticket_ref: "T-31199", priority_id: 3, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-01T18:33:57Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.11", within_ratio: null, response_ratio: "1.11", first_response_min: "266", handling_ratio: "0.68", handling_min: "979", resolution_min: "1245", first_response_margin_min: "-26", resolution_margin_min: "195" },
            { id: 461, ticket_ref: "T-75337", priority_id: 3, agent_id: 12, team: "general", channel: "email", created_at: new Date("2025-04-22T20:05:27Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.81", response_ratio: "0.81", first_response_min: "194", handling_ratio: "0.96", handling_min: "1382", resolution_min: "1576", first_response_margin_min: "46", resolution_margin_min: "-136" },
            { id: 462, ticket_ref: "T-96010", priority_id: 3, agent_id: 10, team: "technical", channel: "phone", created_at: new Date("2025-04-03T13:02:01Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.13", within_ratio: null, response_ratio: "2.13", first_response_min: "511", handling_ratio: "0.34", handling_min: "490", resolution_min: "1001", first_response_margin_min: "-271", resolution_margin_min: "439" },
            { id: 463, ticket_ref: "T-05826", priority_id: 4, agent_id: 4, team: "billing", channel: "web_form", created_at: new Date("2025-05-09T18:18:51Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.33", response_ratio: "0.33", first_response_min: "158", handling_ratio: "0.24", handling_min: "1037", resolution_min: "1195", first_response_margin_min: "322", resolution_margin_min: "3125" },
            { id: 464, ticket_ref: "T-97578", priority_id: 2, agent_id: 7, team: "onboarding", channel: "email", created_at: new Date("2025-03-08T16:40:11Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "2.23", within_ratio: null, response_ratio: "2.23", first_response_min: "134", handling_ratio: "0.54", handling_min: "259", resolution_min: "393", first_response_margin_min: "-74", resolution_margin_min: "87" },
            { id: 465, ticket_ref: "T-59710", priority_id: 2, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-28T10:58:12Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.37", response_ratio: "0.37", first_response_min: "22", handling_ratio: "0.90", handling_min: "432", resolution_min: "454", first_response_margin_min: "38", resolution_margin_min: "26" },
            { id: 466, ticket_ref: "T-18504", priority_id: 4, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-04-01T15:54:38Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.64", response_ratio: "0.64", first_response_min: "307", handling_ratio: "0.15", handling_min: "648", resolution_min: "955", first_response_margin_min: "173", resolution_margin_min: "3365" },
            { id: 467, ticket_ref: "T-61447", priority_id: 4, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-05-13T10:17:13Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.53", response_ratio: "0.53", first_response_min: "254", handling_ratio: "0.45", handling_min: "1944", resolution_min: "2198", first_response_margin_min: "226", resolution_margin_min: "2122" },
            { id: 468, ticket_ref: "T-15963", priority_id: 1, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-06T21:21:56Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.51", response_ratio: "0.51", first_response_min: "8", handling_ratio: "0.59", handling_min: "142", resolution_min: "150", first_response_margin_min: "7", resolution_margin_min: "90" },
            { id: 469, ticket_ref: "T-17108", priority_id: 3, agent_id: 5, team: "technical", channel: "chat", created_at: new Date("2025-03-04T11:27:32Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "113", handling_ratio: "0.25", handling_min: "360", resolution_min: "473", first_response_margin_min: "127", resolution_margin_min: "967" },
            { id: 470, ticket_ref: "T-75886", priority_id: 2, agent_id: 18, team: "general", channel: "email", created_at: new Date("2025-04-03T11:02:01Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.34", response_ratio: "0.34", first_response_min: "20", handling_ratio: "0.77", handling_min: "370", resolution_min: "390", first_response_margin_min: "40", resolution_margin_min: "90" },
            { id: 471, ticket_ref: "T-64152", priority_id: 2, agent_id: 10, team: "technical", channel: "chat", created_at: new Date("2025-04-07T10:20:00Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.47", within_ratio: null, response_ratio: "1.47", first_response_min: "88", handling_ratio: "0.12", handling_min: "58", resolution_min: "146", first_response_margin_min: "-28", resolution_margin_min: "334" },
            { id: 472, ticket_ref: "T-40128", priority_id: 2, agent_id: 17, team: "general", channel: "email", created_at: new Date("2025-04-04T14:25:42Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.68", response_ratio: "0.68", first_response_min: "41", handling_ratio: "1.13", handling_min: "542", resolution_min: "583", first_response_margin_min: "19", resolution_margin_min: "-103" },
            { id: 473, ticket_ref: "T-91336", priority_id: 2, agent_id: 12, team: "general", channel: "phone", created_at: new Date("2025-03-27T02:15:14Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.69", within_ratio: null, response_ratio: "1.69", first_response_min: "101", handling_ratio: "0.10", handling_min: "48", resolution_min: "149", first_response_margin_min: "-41", resolution_margin_min: "331" },
            { id: 474, ticket_ref: "T-92301", priority_id: 2, agent_id: 16, team: "onboarding", channel: "chat", created_at: new Date("2025-03-31T08:25:38Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.40", response_ratio: "0.40", first_response_min: "24", handling_ratio: "0.74", handling_min: "355", resolution_min: "379", first_response_margin_min: "36", resolution_margin_min: "101" },
            { id: 475, ticket_ref: "T-23073", priority_id: 3, agent_id: 14, team: "general", channel: "web_form", created_at: new Date("2025-03-24T16:16:53Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.52", within_ratio: null, response_ratio: "1.52", first_response_min: "365", handling_ratio: "0.32", handling_min: "461", resolution_min: "826", first_response_margin_min: "-125", resolution_margin_min: "614" },
            { id: 476, ticket_ref: "T-30089", priority_id: 4, agent_id: 8, team: "onboarding", channel: "email", created_at: new Date("2025-04-22T15:00:30Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "226", handling_ratio: "0.83", handling_min: "3586", resolution_min: "3812", first_response_margin_min: "254", resolution_margin_min: "508" },
            { id: 477, ticket_ref: "T-72475", priority_id: 4, agent_id: 14, team: "general", channel: "email", created_at: new Date("2025-03-20T11:06:12Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.33", response_ratio: "0.33", first_response_min: "158", handling_ratio: "0.32", handling_min: "1382", resolution_min: "1540", first_response_margin_min: "322", resolution_margin_min: "2780" },
            { id: 478, ticket_ref: "T-05900", priority_id: 4, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-26T15:45:32Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.44", response_ratio: "0.44", first_response_min: "211", handling_ratio: "0.68", handling_min: "2938", resolution_min: "3149", first_response_margin_min: "269", resolution_margin_min: "1171" },
            { id: 479, ticket_ref: "T-46413", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-05-14T10:51:27Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.28", response_ratio: "0.28", first_response_min: "67", handling_ratio: "0.62", handling_min: "893", resolution_min: "960", first_response_margin_min: "173", resolution_margin_min: "480" },
            { id: 480, ticket_ref: "T-95953", priority_id: 3, agent_id: 13, team: "general", channel: "phone", created_at: new Date("2025-04-30T15:52:18Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.37", response_ratio: "0.37", first_response_min: "89", handling_ratio: "0.33", handling_min: "475", resolution_min: "564", first_response_margin_min: "151", resolution_margin_min: "876" },
            { id: 481, ticket_ref: "T-22148", priority_id: 3, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-12T08:30:02Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.70", response_ratio: "0.70", first_response_min: "168", handling_ratio: "0.39", handling_min: "562", resolution_min: "730", first_response_margin_min: "72", resolution_margin_min: "710" },
            { id: 482, ticket_ref: "T-51634", priority_id: 3, agent_id: 12, team: "general", channel: "email", created_at: new Date("2025-04-19T06:42:38Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.38", within_ratio: null, response_ratio: "1.38", first_response_min: "331", handling_ratio: "0.74", handling_min: "1066", resolution_min: "1397", first_response_margin_min: "-91", resolution_margin_min: "43" },
            { id: 483, ticket_ref: "T-24911", priority_id: 4, agent_id: 13, team: "general", channel: "web_form", created_at: new Date("2025-03-28T13:07:12Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.49", response_ratio: "0.49", first_response_min: "235", handling_ratio: "0.69", handling_min: "2981", resolution_min: "3216", first_response_margin_min: "245", resolution_margin_min: "1104" },
            { id: 484, ticket_ref: "T-57394", priority_id: 4, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-04-28T22:24:26Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.43", response_ratio: "0.43", first_response_min: "206", handling_ratio: "0.30", handling_min: "1296", resolution_min: "1502", first_response_margin_min: "274", resolution_margin_min: "2818" },
            { id: 485, ticket_ref: "T-94958", priority_id: 2, agent_id: 11, team: "general", channel: "web_form", created_at: new Date("2025-03-26T11:23:46Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.64", response_ratio: "0.64", first_response_min: "38", handling_ratio: "0.87", handling_min: "418", resolution_min: "456", first_response_margin_min: "22", resolution_margin_min: "24" },
            { id: 486, ticket_ref: "T-57248", priority_id: 2, agent_id: 18, team: "general", channel: "email", created_at: new Date("2025-03-21T15:16:04Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.65", response_ratio: "0.65", first_response_min: "39", handling_ratio: "0.12", handling_min: "58", resolution_min: "97", first_response_margin_min: "21", resolution_margin_min: "383" },
            { id: 487, ticket_ref: "T-95788", priority_id: 3, agent_id: 16, team: "onboarding", channel: "chat", created_at: new Date("2025-05-12T16:19:15Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.61", response_ratio: "0.61", first_response_min: "146", handling_ratio: "1.19", handling_min: "1714", resolution_min: "1860", first_response_margin_min: "94", resolution_margin_min: "-420" },
            { id: 488, ticket_ref: "T-53058", priority_id: 3, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-05-08T07:32:35Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.11", within_ratio: null, response_ratio: "1.11", first_response_min: "266", handling_ratio: "0.65", handling_min: "936", resolution_min: "1202", first_response_margin_min: "-26", resolution_margin_min: "238" },
            { id: 489, ticket_ref: "T-30295", priority_id: 4, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-08T18:55:11Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.15", within_ratio: null, response_ratio: "1.15", first_response_min: "552", handling_ratio: "0.44", handling_min: "1901", resolution_min: "2453", first_response_margin_min: "-72", resolution_margin_min: "1867" },
            { id: 490, ticket_ref: "T-39174", priority_id: 3, agent_id: 3, team: "general", channel: "phone", created_at: new Date("2025-05-23T17:41:20Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.12", within_ratio: null, response_ratio: "1.12", first_response_min: "269", handling_ratio: "0.16", handling_min: "230", resolution_min: "499", first_response_margin_min: "-29", resolution_margin_min: "941" },
            { id: 491, ticket_ref: "T-72865", priority_id: 3, agent_id: 15, team: "technical", channel: "web_form", created_at: new Date("2025-03-18T12:37:55Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.76", response_ratio: "0.76", first_response_min: "182", handling_ratio: "0.73", handling_min: "1051", resolution_min: "1233", first_response_margin_min: "58", resolution_margin_min: "207" },
            { id: 492, ticket_ref: "T-10091", priority_id: 4, agent_id: 11, team: "general", channel: "web_form", created_at: new Date("2025-04-23T11:30:20Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.42", response_ratio: "0.42", first_response_min: "202", handling_ratio: "0.60", handling_min: "2592", resolution_min: "2794", first_response_margin_min: "278", resolution_margin_min: "1526" },
            { id: 493, ticket_ref: "T-28209", priority_id: 4, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-05-05T12:11:29Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.40", response_ratio: "0.40", first_response_min: "192", handling_ratio: "0.30", handling_min: "1296", resolution_min: "1488", first_response_margin_min: "288", resolution_margin_min: "2832" },
            { id: 494, ticket_ref: "T-23656", priority_id: 3, agent_id: 17, team: "general", channel: "phone", created_at: new Date("2025-03-04T10:39:22Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.27", response_ratio: "0.27", first_response_min: "65", handling_ratio: "0.69", handling_min: "994", resolution_min: "1059", first_response_margin_min: "175", resolution_margin_min: "381" },
            { id: 495, ticket_ref: "T-77084", priority_id: 3, agent_id: 14, team: "general", channel: "email", created_at: new Date("2025-04-30T09:08:17Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.71", within_ratio: null, response_ratio: "2.71", first_response_min: "650", handling_ratio: "0.88", handling_min: "1267", resolution_min: "1917", first_response_margin_min: "-410", resolution_margin_min: "-477" },
            { id: 496, ticket_ref: "T-89423", priority_id: 4, agent_id: 17, team: "general", channel: "web_form", created_at: new Date("2025-04-15T14:35:20Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.86", within_ratio: null, response_ratio: "1.86", first_response_min: "893", handling_ratio: "0.77", handling_min: "3326", resolution_min: "4219", first_response_margin_min: "-413", resolution_margin_min: "101" },
            { id: 497, ticket_ref: "T-84439", priority_id: 3, agent_id: 15, team: "technical", channel: "chat", created_at: new Date("2025-04-19T09:10:22Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.22", response_ratio: "0.22", first_response_min: "53", handling_ratio: "0.69", handling_min: "994", resolution_min: "1047", first_response_margin_min: "187", resolution_margin_min: "393" },
            { id: 498, ticket_ref: "T-75190", priority_id: 1, agent_id: 18, team: "general", channel: "email", created_at: new Date("2025-05-19T16:27:24Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.70", response_ratio: "0.70", first_response_min: "11", handling_ratio: "0.49", handling_min: "118", resolution_min: "129", first_response_margin_min: "4", resolution_margin_min: "111" },
            { id: 499, ticket_ref: "T-99652", priority_id: 3, agent_id: 9, team: "onboarding", channel: "phone", created_at: new Date("2025-05-15T13:45:00Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.27", response_ratio: "0.27", first_response_min: "65", handling_ratio: "0.30", handling_min: "432", resolution_min: "497", first_response_margin_min: "175", resolution_margin_min: "943" },
            { id: 500, ticket_ref: "T-94304", priority_id: 3, agent_id: 13, team: "general", channel: "web_form", created_at: new Date("2025-04-03T17:44:35Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.23", within_ratio: null, response_ratio: "1.23", first_response_min: "295", handling_ratio: "0.98", handling_min: "1411", resolution_min: "1706", first_response_margin_min: "-55", resolution_margin_min: "-266" },
        ],
    });
    await prisma.tickets.createMany({
        data: [
            { id: 501, ticket_ref: "T-61426", priority_id: 2, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-03-31T12:43:39Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "30", handling_ratio: "0.09", handling_min: "43", resolution_min: "73", first_response_margin_min: "30", resolution_margin_min: "407" },
            { id: 502, ticket_ref: "T-51597", priority_id: 2, agent_id: 7, team: "onboarding", channel: "email", created_at: new Date("2025-04-23T11:58:28Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.42", response_ratio: "0.42", first_response_min: "25", handling_ratio: "0.24", handling_min: "115", resolution_min: "140", first_response_margin_min: "35", resolution_margin_min: "340" },
            { id: 503, ticket_ref: "T-50529", priority_id: 3, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-04-30T15:52:08Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "130", handling_ratio: "0.16", handling_min: "230", resolution_min: "360", first_response_margin_min: "110", resolution_margin_min: "1080" },
            { id: 504, ticket_ref: "T-19014", priority_id: 4, agent_id: 6, team: "technical", channel: "web_form", created_at: new Date("2025-03-31T19:31:39Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.35", response_ratio: "0.35", first_response_min: "168", handling_ratio: "0.33", handling_min: "1426", resolution_min: "1594", first_response_margin_min: "312", resolution_margin_min: "2726" },
            { id: 505, ticket_ref: "T-41561", priority_id: 4, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-03-20T11:40:04Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.74", response_ratio: "0.74", first_response_min: "355", handling_ratio: "0.32", handling_min: "1382", resolution_min: "1737", first_response_margin_min: "125", resolution_margin_min: "2583" },
            { id: 506, ticket_ref: "T-82905", priority_id: 4, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-03-26T10:20:11Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "2.92", within_ratio: null, response_ratio: "2.92", first_response_min: "1402", handling_ratio: "0.42", handling_min: "1814", resolution_min: "3216", first_response_margin_min: "-922", resolution_margin_min: "1104" },
            { id: 507, ticket_ref: "T-34780", priority_id: 3, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-04-03T11:32:04Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.46", response_ratio: "0.46", first_response_min: "110", handling_ratio: "0.66", handling_min: "950", resolution_min: "1060", first_response_margin_min: "130", resolution_margin_min: "380" },
            { id: 508, ticket_ref: "T-08310", priority_id: 3, agent_id: 6, team: "technical", channel: "chat", created_at: new Date("2025-05-23T18:07:30Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.39", response_ratio: "0.39", first_response_min: "94", handling_ratio: "0.51", handling_min: "734", resolution_min: "828", first_response_margin_min: "146", resolution_margin_min: "612" },
            { id: 509, ticket_ref: "T-20098", priority_id: 1, agent_id: 11, team: "general", channel: "chat", created_at: new Date("2025-05-24T13:22:56Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: true, overrun_ratio: "1.97", within_ratio: null, response_ratio: "1.97", first_response_min: "30", handling_ratio: "0.52", handling_min: "125", resolution_min: "155", first_response_margin_min: "-15", resolution_margin_min: "85" },
            { id: 510, ticket_ref: "T-03245", priority_id: 3, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-03-19T08:52:44Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.58", response_ratio: "0.58", first_response_min: "139", handling_ratio: "0.71", handling_min: "1022", resolution_min: "1161", first_response_margin_min: "101", resolution_margin_min: "279" },
            { id: 511, ticket_ref: "T-99561", priority_id: 3, agent_id: 17, team: "general", channel: "email", created_at: new Date("2025-03-28T14:14:58Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.68", response_ratio: "0.68", first_response_min: "163", handling_ratio: "0.61", handling_min: "878", resolution_min: "1041", first_response_margin_min: "77", resolution_margin_min: "399" },
            { id: 512, ticket_ref: "T-13534", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-05-21T12:42:08Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.45", response_ratio: "0.45", first_response_min: "108", handling_ratio: "0.36", handling_min: "518", resolution_min: "626", first_response_margin_min: "132", resolution_margin_min: "814" },
            { id: 513, ticket_ref: "T-84607", priority_id: 3, agent_id: 9, team: "onboarding", channel: "web_form", created_at: new Date("2025-05-13T14:35:34Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.46", response_ratio: "0.46", first_response_min: "110", handling_ratio: "0.96", handling_min: "1382", resolution_min: "1492", first_response_margin_min: "130", resolution_margin_min: "-52" },
            { id: 514, ticket_ref: "T-41382", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-07T07:02:42Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.46", within_ratio: null, response_ratio: "1.46", first_response_min: "350", handling_ratio: "0.28", handling_min: "403", resolution_min: "753", first_response_margin_min: "-110", resolution_margin_min: "687" },
            { id: 515, ticket_ref: "T-55350", priority_id: 4, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-20T13:18:58Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "2.11", within_ratio: null, response_ratio: "2.11", first_response_min: "1013", handling_ratio: "0.99", handling_min: "4277", resolution_min: "5290", first_response_margin_min: "-533", resolution_margin_min: "-970" },
            { id: 516, ticket_ref: "T-17940", priority_id: 3, agent_id: 10, team: "technical", channel: "email", created_at: new Date("2025-05-07T07:32:25Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.75", within_ratio: null, response_ratio: "1.75", first_response_min: "420", handling_ratio: "0.34", handling_min: "490", resolution_min: "910", first_response_margin_min: "-180", resolution_margin_min: "530" },
            { id: 517, ticket_ref: "T-94087", priority_id: 4, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-05-01T10:10:08Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "2.28", within_ratio: null, response_ratio: "2.28", first_response_min: "1094", handling_ratio: "0.23", handling_min: "994", resolution_min: "2088", first_response_margin_min: "-614", resolution_margin_min: "2232" },
            { id: 518, ticket_ref: "T-93128", priority_id: 3, agent_id: 9, team: "onboarding", channel: "email", created_at: new Date("2025-04-14T14:50:32Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.62", response_ratio: "0.62", first_response_min: "149", handling_ratio: "0.46", handling_min: "662", resolution_min: "811", first_response_margin_min: "91", resolution_margin_min: "629" },
            { id: 519, ticket_ref: "T-98161", priority_id: 4, agent_id: 13, team: "general", channel: "email", created_at: new Date("2025-04-29T11:09:16Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.44", response_ratio: "0.44", first_response_min: "211", handling_ratio: "0.55", handling_min: "2376", resolution_min: "2587", first_response_margin_min: "269", resolution_margin_min: "1733" },
            { id: 520, ticket_ref: "T-63763", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-11T13:55:34Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.84", within_ratio: null, response_ratio: "2.84", first_response_min: "682", handling_ratio: "0.59", handling_min: "850", resolution_min: "1532", first_response_margin_min: "-442", resolution_margin_min: "-92" },
            { id: 521, ticket_ref: "T-83356", priority_id: 4, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-04-08T09:40:27Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.70", within_ratio: null, response_ratio: "1.70", first_response_min: "816", handling_ratio: "0.49", handling_min: "2117", resolution_min: "2933", first_response_margin_min: "-336", resolution_margin_min: "1387" },
            { id: 522, ticket_ref: "T-02470", priority_id: 4, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-07T20:59:01Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.40", response_ratio: "0.40", first_response_min: "192", handling_ratio: "0.51", handling_min: "2203", resolution_min: "2395", first_response_margin_min: "288", resolution_margin_min: "1925" },
            { id: 523, ticket_ref: "T-27424", priority_id: 4, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-03-04T14:34:57Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.11", within_ratio: null, response_ratio: "1.11", first_response_min: "533", handling_ratio: "0.20", handling_min: "864", resolution_min: "1397", first_response_margin_min: "-53", resolution_margin_min: "2923" },
            { id: 524, ticket_ref: "T-58439", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-03-13T14:36:38Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.68", within_ratio: null, response_ratio: "2.68", first_response_min: "643", handling_ratio: "0.89", handling_min: "1282", resolution_min: "1925", first_response_margin_min: "-403", resolution_margin_min: "-485" },
            { id: 525, ticket_ref: "T-93930", priority_id: 2, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-04-24T16:37:23Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "28", handling_ratio: "0.68", handling_min: "326", resolution_min: "354", first_response_margin_min: "32", resolution_margin_min: "126" },
            { id: 526, ticket_ref: "T-33962", priority_id: 3, agent_id: 18, team: "general", channel: "chat", created_at: new Date("2025-03-24T13:04:56Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.28", response_ratio: "0.28", first_response_min: "67", handling_ratio: "0.33", handling_min: "475", resolution_min: "542", first_response_margin_min: "173", resolution_margin_min: "898" },
            { id: 527, ticket_ref: "T-15857", priority_id: 4, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-04-25T14:29:04Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "230", handling_ratio: "0.37", handling_min: "1598", resolution_min: "1828", first_response_margin_min: "250", resolution_margin_min: "2492" },
            { id: 528, ticket_ref: "T-43758", priority_id: 3, agent_id: 7, team: "onboarding", channel: "email", created_at: new Date("2025-03-23T13:41:50Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.58", response_ratio: "0.58", first_response_min: "139", handling_ratio: "0.50", handling_min: "720", resolution_min: "859", first_response_margin_min: "101", resolution_margin_min: "581" },
            { id: 529, ticket_ref: "T-12615", priority_id: 3, agent_id: 8, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-30T10:43:13Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.51", response_ratio: "0.51", first_response_min: "122", handling_ratio: "0.61", handling_min: "878", resolution_min: "1000", first_response_margin_min: "118", resolution_margin_min: "440" },
            { id: 530, ticket_ref: "T-32150", priority_id: 2, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-03-24T15:51:26Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.65", response_ratio: "0.65", first_response_min: "39", handling_ratio: "0.37", handling_min: "178", resolution_min: "217", first_response_margin_min: "21", resolution_margin_min: "263" },
            { id: 531, ticket_ref: "T-75802", priority_id: 3, agent_id: 9, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-06T09:12:44Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.43", response_ratio: "0.43", first_response_min: "103", handling_ratio: "0.47", handling_min: "677", resolution_min: "780", first_response_margin_min: "137", resolution_margin_min: "660" },
            { id: 532, ticket_ref: "T-92542", priority_id: 3, agent_id: 8, team: "onboarding", channel: "web_form", created_at: new Date("2025-05-01T10:18:08Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.45", response_ratio: "0.45", first_response_min: "108", handling_ratio: "0.58", handling_min: "835", resolution_min: "943", first_response_margin_min: "132", resolution_margin_min: "497" },
            { id: 533, ticket_ref: "T-91487", priority_id: 3, agent_id: 5, team: "technical", channel: "phone", created_at: new Date("2025-05-10T12:26:06Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.76", within_ratio: null, response_ratio: "1.76", first_response_min: "422", handling_ratio: "0.75", handling_min: "1080", resolution_min: "1502", first_response_margin_min: "-182", resolution_margin_min: "-62" },
            { id: 534, ticket_ref: "T-16279", priority_id: 4, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-11T05:11:20Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.25", response_ratio: "0.25", first_response_min: "120", handling_ratio: "0.36", handling_min: "1555", resolution_min: "1675", first_response_margin_min: "360", resolution_margin_min: "2645" },
            { id: 535, ticket_ref: "T-17861", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-29T09:07:49Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.29", response_ratio: "0.29", first_response_min: "70", handling_ratio: "0.70", handling_min: "1008", resolution_min: "1078", first_response_margin_min: "170", resolution_margin_min: "362" },
            { id: 536, ticket_ref: "T-66464", priority_id: 3, agent_id: 17, team: "general", channel: "chat", created_at: new Date("2025-05-06T11:26:12Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.39", response_ratio: "0.39", first_response_min: "94", handling_ratio: "0.13", handling_min: "187", resolution_min: "281", first_response_margin_min: "146", resolution_margin_min: "1159" },
            { id: 537, ticket_ref: "T-33946", priority_id: 2, agent_id: 6, team: "technical", channel: "web_form", created_at: new Date("2025-05-05T08:52:27Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.46", response_ratio: "0.46", first_response_min: "28", handling_ratio: "0.15", handling_min: "72", resolution_min: "100", first_response_margin_min: "32", resolution_margin_min: "380" },
            { id: 538, ticket_ref: "T-98723", priority_id: 4, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-07T15:08:11Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.49", response_ratio: "0.49", first_response_min: "235", handling_ratio: "0.32", handling_min: "1382", resolution_min: "1617", first_response_margin_min: "245", resolution_margin_min: "2703" },
            { id: 539, ticket_ref: "T-81407", priority_id: 2, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-03-03T11:23:14Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.80", response_ratio: "0.80", first_response_min: "48", handling_ratio: "0.25", handling_min: "120", resolution_min: "168", first_response_margin_min: "12", resolution_margin_min: "312" },
            { id: 540, ticket_ref: "T-23270", priority_id: 1, agent_id: 17, team: "general", channel: "chat", created_at: new Date("2025-03-20T10:07:06Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.31", response_ratio: "0.31", first_response_min: "5", handling_ratio: "0.55", handling_min: "132", resolution_min: "137", first_response_margin_min: "10", resolution_margin_min: "103" },
            { id: 541, ticket_ref: "T-24782", priority_id: 4, agent_id: 5, team: "technical", channel: "chat", created_at: new Date("2025-03-18T08:31:48Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.69", response_ratio: "0.69", first_response_min: "331", handling_ratio: "0.98", handling_min: "4234", resolution_min: "4565", first_response_margin_min: "149", resolution_margin_min: "-245" },
            { id: 542, ticket_ref: "T-39863", priority_id: 1, agent_id: 14, team: "general", channel: "email", created_at: new Date("2025-03-21T13:12:29Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.61", response_ratio: "0.61", first_response_min: "9", handling_ratio: "0.14", handling_min: "34", resolution_min: "43", first_response_margin_min: "6", resolution_margin_min: "197" },
            { id: 543, ticket_ref: "T-35438", priority_id: 3, agent_id: 4, team: "billing", channel: "phone", created_at: new Date("2025-04-04T07:11:14Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.77", within_ratio: null, response_ratio: "1.77", first_response_min: "425", handling_ratio: "0.25", handling_min: "360", resolution_min: "785", first_response_margin_min: "-185", resolution_margin_min: "655" },
            { id: 544, ticket_ref: "T-91156", priority_id: 4, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-16T08:04:32Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.63", response_ratio: "0.63", first_response_min: "302", handling_ratio: "0.31", handling_min: "1339", resolution_min: "1641", first_response_margin_min: "178", resolution_margin_min: "2679" },
            { id: 545, ticket_ref: "T-44721", priority_id: 4, agent_id: 5, team: "technical", channel: "web_form", created_at: new Date("2025-04-04T15:19:11Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "226", handling_ratio: "0.78", handling_min: "3370", resolution_min: "3596", first_response_margin_min: "254", resolution_margin_min: "724" },
            { id: 546, ticket_ref: "T-26181", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-03-08T16:10:46Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.20", within_ratio: null, response_ratio: "2.20", first_response_min: "528", handling_ratio: "0.46", handling_min: "662", resolution_min: "1190", first_response_margin_min: "-288", resolution_margin_min: "250" },
            { id: 547, ticket_ref: "T-39835", priority_id: 3, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-04-29T10:24:50Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.24", within_ratio: null, response_ratio: "1.24", first_response_min: "298", handling_ratio: "0.29", handling_min: "418", resolution_min: "716", first_response_margin_min: "-58", resolution_margin_min: "724" },
            { id: 548, ticket_ref: "T-84179", priority_id: 3, agent_id: 11, team: "general", channel: "email", created_at: new Date("2025-05-03T15:30:25Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.32", response_ratio: "0.32", first_response_min: "77", handling_ratio: "0.93", handling_min: "1339", resolution_min: "1416", first_response_margin_min: "163", resolution_margin_min: "24" },
            { id: 549, ticket_ref: "T-27856", priority_id: 3, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-04-04T11:50:16Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.33", response_ratio: "0.33", first_response_min: "79", handling_ratio: "0.50", handling_min: "720", resolution_min: "799", first_response_margin_min: "161", resolution_margin_min: "641" },
            { id: 550, ticket_ref: "T-63227", priority_id: 3, agent_id: 12, team: "general", channel: "email", created_at: new Date("2025-03-27T10:36:57Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.57", response_ratio: "0.57", first_response_min: "137", handling_ratio: "1.04", handling_min: "1498", resolution_min: "1635", first_response_margin_min: "103", resolution_margin_min: "-195" },
            { id: 551, ticket_ref: "T-18142", priority_id: 3, agent_id: 4, team: "billing", channel: "web_form", created_at: new Date("2025-05-14T10:45:09Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.53", response_ratio: "0.53", first_response_min: "127", handling_ratio: "0.46", handling_min: "662", resolution_min: "789", first_response_margin_min: "113", resolution_margin_min: "651" },
            { id: 552, ticket_ref: "T-52596", priority_id: 3, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-04-07T15:27:20Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "120", handling_ratio: "0.72", handling_min: "1037", resolution_min: "1157", first_response_margin_min: "120", resolution_margin_min: "283" },
            { id: 553, ticket_ref: "T-28306", priority_id: 1, agent_id: 12, team: "general", channel: "email", created_at: new Date("2025-05-10T09:44:59Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.42", response_ratio: "0.42", first_response_min: "6", handling_ratio: "0.45", handling_min: "108", resolution_min: "114", first_response_margin_min: "9", resolution_margin_min: "126" },
            { id: 554, ticket_ref: "T-66217", priority_id: 2, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-29T08:28:34Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.90", within_ratio: null, response_ratio: "1.90", first_response_min: "114", handling_ratio: "0.41", handling_min: "197", resolution_min: "311", first_response_margin_min: "-54", resolution_margin_min: "169" },
            { id: 555, ticket_ref: "T-01712", priority_id: 4, agent_id: 12, team: "general", channel: "chat", created_at: new Date("2025-05-12T15:05:38Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.46", response_ratio: "0.46", first_response_min: "221", handling_ratio: "0.15", handling_min: "648", resolution_min: "869", first_response_margin_min: "259", resolution_margin_min: "3451" },
            { id: 556, ticket_ref: "T-60350", priority_id: 2, agent_id: 12, team: "general", channel: "chat", created_at: new Date("2025-05-01T16:35:02Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "2.44", within_ratio: null, response_ratio: "2.44", first_response_min: "146", handling_ratio: "0.91", handling_min: "437", resolution_min: "583", first_response_margin_min: "-86", resolution_margin_min: "-103" },
            { id: 557, ticket_ref: "T-74943", priority_id: 1, agent_id: 9, team: "onboarding", channel: "chat", created_at: new Date("2025-04-08T10:23:58Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "7", handling_ratio: "0.14", handling_min: "34", resolution_min: "41", first_response_margin_min: "8", resolution_margin_min: "199" },
            { id: 558, ticket_ref: "T-44030", priority_id: 4, agent_id: 9, team: "onboarding", channel: "web_form", created_at: new Date("2025-05-25T13:00:58Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.42", response_ratio: "0.42", first_response_min: "202", handling_ratio: "0.14", handling_min: "605", resolution_min: "807", first_response_margin_min: "278", resolution_margin_min: "3513" },
            { id: 559, ticket_ref: "T-64174", priority_id: 2, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-14T08:15:24Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "28", handling_ratio: "0.45", handling_min: "216", resolution_min: "244", first_response_margin_min: "32", resolution_margin_min: "236" },
            { id: 560, ticket_ref: "T-54387", priority_id: 3, agent_id: 14, team: "general", channel: "web_form", created_at: new Date("2025-03-22T15:09:51Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.52", response_ratio: "0.52", first_response_min: "125", handling_ratio: "0.12", handling_min: "173", resolution_min: "298", first_response_margin_min: "115", resolution_margin_min: "1142" },
            { id: 561, ticket_ref: "T-65604", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-25T08:21:54Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "120", handling_ratio: "0.30", handling_min: "432", resolution_min: "552", first_response_margin_min: "120", resolution_margin_min: "888" },
            { id: 562, ticket_ref: "T-73767", priority_id: 2, agent_id: 9, team: "onboarding", channel: "phone", created_at: new Date("2025-04-02T13:58:27Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.13", within_ratio: null, response_ratio: "1.13", first_response_min: "68", handling_ratio: "0.51", handling_min: "245", resolution_min: "313", first_response_margin_min: "-8", resolution_margin_min: "167" },
            { id: 563, ticket_ref: "T-75366", priority_id: 2, agent_id: 14, team: "general", channel: "email", created_at: new Date("2025-05-01T15:21:27Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.32", response_ratio: "0.32", first_response_min: "19", handling_ratio: "0.25", handling_min: "120", resolution_min: "139", first_response_margin_min: "41", resolution_margin_min: "341" },
            { id: 564, ticket_ref: "T-47642", priority_id: 4, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-04-01T16:41:56Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.53", response_ratio: "0.53", first_response_min: "254", handling_ratio: "0.51", handling_min: "2203", resolution_min: "2457", first_response_margin_min: "226", resolution_margin_min: "1863" },
            { id: 565, ticket_ref: "T-94512", priority_id: 3, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-04-07T08:48:45Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.42", response_ratio: "0.42", first_response_min: "101", handling_ratio: "1.01", handling_min: "1454", resolution_min: "1555", first_response_margin_min: "139", resolution_margin_min: "-115" },
            { id: 566, ticket_ref: "T-87253", priority_id: 3, agent_id: 13, team: "general", channel: "chat", created_at: new Date("2025-03-27T07:53:58Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "113", handling_ratio: "0.26", handling_min: "374", resolution_min: "487", first_response_margin_min: "127", resolution_margin_min: "953" },
            { id: 567, ticket_ref: "T-43151", priority_id: 4, agent_id: 7, team: "onboarding", channel: "web_form", created_at: new Date("2025-05-02T13:39:24Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.26", response_ratio: "0.26", first_response_min: "125", handling_ratio: "0.80", handling_min: "3456", resolution_min: "3581", first_response_margin_min: "355", resolution_margin_min: "739" },
            { id: 568, ticket_ref: "T-78845", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-18T14:26:48Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.43", response_ratio: "0.43", first_response_min: "103", handling_ratio: "0.32", handling_min: "461", resolution_min: "564", first_response_margin_min: "137", resolution_margin_min: "876" },
            { id: 569, ticket_ref: "T-10950", priority_id: 2, agent_id: 7, team: "onboarding", channel: "email", created_at: new Date("2025-04-26T15:11:10Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.59", response_ratio: "0.59", first_response_min: "35", handling_ratio: "0.43", handling_min: "206", resolution_min: "241", first_response_margin_min: "25", resolution_margin_min: "239" },
            { id: 570, ticket_ref: "T-19786", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-14T14:06:05Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.51", response_ratio: "0.51", first_response_min: "122", handling_ratio: "0.40", handling_min: "576", resolution_min: "698", first_response_margin_min: "118", resolution_margin_min: "742" },
            { id: 571, ticket_ref: "T-24646", priority_id: 3, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-04-15T15:27:50Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.52", within_ratio: null, response_ratio: "2.52", first_response_min: "605", handling_ratio: "0.42", handling_min: "605", resolution_min: "1210", first_response_margin_min: "-365", resolution_margin_min: "230" },
            { id: 572, ticket_ref: "T-64594", priority_id: 3, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-18T15:32:38Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "120", handling_ratio: "0.23", handling_min: "331", resolution_min: "451", first_response_margin_min: "120", resolution_margin_min: "989" },
            { id: 573, ticket_ref: "T-48612", priority_id: 2, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-03-06T09:14:27Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.64", response_ratio: "0.64", first_response_min: "38", handling_ratio: "0.62", handling_min: "298", resolution_min: "336", first_response_margin_min: "22", resolution_margin_min: "144" },
            { id: 574, ticket_ref: "T-67392", priority_id: 2, agent_id: 4, team: "billing", channel: "web_form", created_at: new Date("2025-03-07T13:04:09Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "33", handling_ratio: "0.58", handling_min: "278", resolution_min: "311", first_response_margin_min: "27", resolution_margin_min: "169" },
            { id: 575, ticket_ref: "T-04552", priority_id: 3, agent_id: 17, team: "general", channel: "email", created_at: new Date("2025-03-17T14:11:24Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "132", handling_ratio: "0.32", handling_min: "461", resolution_min: "593", first_response_margin_min: "108", resolution_margin_min: "847" },
            { id: 576, ticket_ref: "T-62297", priority_id: 4, agent_id: 17, team: "general", channel: "chat", created_at: new Date("2025-03-18T10:54:08Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.36", response_ratio: "0.36", first_response_min: "173", handling_ratio: "0.77", handling_min: "3326", resolution_min: "3499", first_response_margin_min: "307", resolution_margin_min: "821" },
            { id: 577, ticket_ref: "T-18292", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-05-01T10:03:36Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "115", handling_ratio: "0.64", handling_min: "922", resolution_min: "1037", first_response_margin_min: "125", resolution_margin_min: "403" },
            { id: 578, ticket_ref: "T-93882", priority_id: 2, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-13T16:45:36Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.66", response_ratio: "0.66", first_response_min: "40", handling_ratio: "0.44", handling_min: "211", resolution_min: "251", first_response_margin_min: "20", resolution_margin_min: "229" },
            { id: 579, ticket_ref: "T-93698", priority_id: 3, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-05-07T16:43:28Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.38", response_ratio: "0.38", first_response_min: "91", handling_ratio: "0.30", handling_min: "432", resolution_min: "523", first_response_margin_min: "149", resolution_margin_min: "917" },
            { id: 580, ticket_ref: "T-36222", priority_id: 3, agent_id: 8, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-24T10:49:57Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.46", response_ratio: "0.46", first_response_min: "110", handling_ratio: "0.40", handling_min: "576", resolution_min: "686", first_response_margin_min: "130", resolution_margin_min: "754" },
            { id: 581, ticket_ref: "T-42678", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-04-11T17:29:19Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.39", response_ratio: "0.39", first_response_min: "94", handling_ratio: "0.31", handling_min: "446", resolution_min: "540", first_response_margin_min: "146", resolution_margin_min: "900" },
            { id: 582, ticket_ref: "T-41417", priority_id: 2, agent_id: 14, team: "general", channel: "email", created_at: new Date("2025-04-09T16:43:40Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.29", within_ratio: null, response_ratio: "1.29", first_response_min: "77", handling_ratio: "1.21", handling_min: "581", resolution_min: "658", first_response_margin_min: "-17", resolution_margin_min: "-178" },
            { id: 583, ticket_ref: "T-37304", priority_id: 3, agent_id: 11, team: "general", channel: "email", created_at: new Date("2025-05-12T14:46:01Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "120", handling_ratio: "0.31", handling_min: "446", resolution_min: "566", first_response_margin_min: "120", resolution_margin_min: "874" },
            { id: 584, ticket_ref: "T-01627", priority_id: 2, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-21T14:00:13Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.62", response_ratio: "0.62", first_response_min: "37", handling_ratio: "0.55", handling_min: "264", resolution_min: "301", first_response_margin_min: "23", resolution_margin_min: "179" },
            { id: 585, ticket_ref: "T-35302", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-05-13T15:00:48Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.44", response_ratio: "0.44", first_response_min: "106", handling_ratio: "0.30", handling_min: "432", resolution_min: "538", first_response_margin_min: "134", resolution_margin_min: "902" },
            { id: 586, ticket_ref: "T-21968", priority_id: 2, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-03-27T11:53:14Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.36", response_ratio: "0.36", first_response_min: "22", handling_ratio: "0.33", handling_min: "158", resolution_min: "180", first_response_margin_min: "38", resolution_margin_min: "300" },
            { id: 587, ticket_ref: "T-38315", priority_id: 4, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-05-16T12:13:40Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.65", response_ratio: "0.65", first_response_min: "312", handling_ratio: "1.08", handling_min: "4666", resolution_min: "4978", first_response_margin_min: "168", resolution_margin_min: "-658" },
            { id: 588, ticket_ref: "T-12224", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-05-03T17:07:27Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.40", response_ratio: "0.40", first_response_min: "96", handling_ratio: "0.51", handling_min: "734", resolution_min: "830", first_response_margin_min: "144", resolution_margin_min: "610" },
            { id: 589, ticket_ref: "T-17315", priority_id: 3, agent_id: 4, team: "billing", channel: "email", created_at: new Date("2025-03-17T15:25:10Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.85", within_ratio: null, response_ratio: "1.85", first_response_min: "444", handling_ratio: "0.56", handling_min: "806", resolution_min: "1250", first_response_margin_min: "-204", resolution_margin_min: "190" },
            { id: 590, ticket_ref: "T-54745", priority_id: 3, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-03-21T12:13:06Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.36", within_ratio: null, response_ratio: "1.36", first_response_min: "326", handling_ratio: "0.18", handling_min: "259", resolution_min: "585", first_response_margin_min: "-86", resolution_margin_min: "855" },
            { id: 591, ticket_ref: "T-69840", priority_id: 3, agent_id: 6, team: "technical", channel: "web_form", created_at: new Date("2025-03-10T16:22:18Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.19", within_ratio: null, response_ratio: "1.19", first_response_min: "286", handling_ratio: "0.46", handling_min: "662", resolution_min: "948", first_response_margin_min: "-46", resolution_margin_min: "492" },
            { id: 592, ticket_ref: "T-77673", priority_id: 4, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-12T09:21:35Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.20", within_ratio: null, response_ratio: "1.20", first_response_min: "576", handling_ratio: "0.21", handling_min: "907", resolution_min: "1483", first_response_margin_min: "-96", resolution_margin_min: "2837" },
            { id: 593, ticket_ref: "T-85489", priority_id: 2, agent_id: 10, team: "technical", channel: "chat", created_at: new Date("2025-04-12T13:11:12Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.28", response_ratio: "0.28", first_response_min: "17", handling_ratio: "0.89", handling_min: "427", resolution_min: "444", first_response_margin_min: "43", resolution_margin_min: "36" },
            { id: 594, ticket_ref: "T-92391", priority_id: 3, agent_id: 15, team: "technical", channel: "email", created_at: new Date("2025-04-25T08:40:17Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.44", response_ratio: "0.44", first_response_min: "106", handling_ratio: "0.63", handling_min: "907", resolution_min: "1013", first_response_margin_min: "134", resolution_margin_min: "427" },
            { id: 595, ticket_ref: "T-45431", priority_id: 4, agent_id: 2, team: "general", channel: "web_form", created_at: new Date("2025-04-03T11:26:08Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "259", handling_ratio: "0.63", handling_min: "2722", resolution_min: "2981", first_response_margin_min: "221", resolution_margin_min: "1339" },
            { id: 596, ticket_ref: "T-56524", priority_id: 2, agent_id: 18, team: "general", channel: "web_form", created_at: new Date("2025-03-04T13:03:02Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.27", within_ratio: null, response_ratio: "1.27", first_response_min: "76", handling_ratio: "0.22", handling_min: "106", resolution_min: "182", first_response_margin_min: "-16", resolution_margin_min: "298" },
            { id: 597, ticket_ref: "T-98479", priority_id: 2, agent_id: 10, team: "technical", channel: "chat", created_at: new Date("2025-04-07T14:54:23Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.35", within_ratio: null, response_ratio: "1.35", first_response_min: "81", handling_ratio: "0.37", handling_min: "178", resolution_min: "259", first_response_margin_min: "-21", resolution_margin_min: "221" },
            { id: 598, ticket_ref: "T-95501", priority_id: 2, agent_id: 4, team: "billing", channel: "email", created_at: new Date("2025-04-01T10:15:56Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.31", response_ratio: "0.31", first_response_min: "19", handling_ratio: "0.62", handling_min: "298", resolution_min: "317", first_response_margin_min: "41", resolution_margin_min: "163" },
            { id: 599, ticket_ref: "T-98080", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-13T11:55:26Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.61", response_ratio: "0.61", first_response_min: "146", handling_ratio: "0.08", handling_min: "115", resolution_min: "261", first_response_margin_min: "94", resolution_margin_min: "1179" },
            { id: 600, ticket_ref: "T-23402", priority_id: 3, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-27T16:35:20Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.62", response_ratio: "0.62", first_response_min: "149", handling_ratio: "0.76", handling_min: "1094", resolution_min: "1243", first_response_margin_min: "91", resolution_margin_min: "197" },
            { id: 601, ticket_ref: "T-82451", priority_id: 3, agent_id: 10, team: "technical", channel: "phone", created_at: new Date("2025-05-12T15:33:44Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "120", handling_ratio: "0.08", handling_min: "115", resolution_min: "235", first_response_margin_min: "120", resolution_margin_min: "1205" },
            { id: 602, ticket_ref: "T-67953", priority_id: 4, agent_id: 8, team: "onboarding", channel: "chat", created_at: new Date("2025-03-26T13:12:54Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.67", response_ratio: "0.67", first_response_min: "322", handling_ratio: "0.92", handling_min: "3974", resolution_min: "4296", first_response_margin_min: "158", resolution_margin_min: "24" },
            { id: 603, ticket_ref: "T-77981", priority_id: 3, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-05-13T16:02:09Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.44", response_ratio: "0.44", first_response_min: "106", handling_ratio: "0.42", handling_min: "605", resolution_min: "711", first_response_margin_min: "134", resolution_margin_min: "729" },
            { id: 604, ticket_ref: "T-88907", priority_id: 3, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-03-10T16:09:33Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.23", response_ratio: "0.23", first_response_min: "55", handling_ratio: "1.03", handling_min: "1483", resolution_min: "1538", first_response_margin_min: "185", resolution_margin_min: "-98" },
            { id: 605, ticket_ref: "T-23417", priority_id: 3, agent_id: 17, team: "general", channel: "email", created_at: new Date("2025-04-24T15:21:42Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.43", response_ratio: "0.43", first_response_min: "103", handling_ratio: "0.74", handling_min: "1066", resolution_min: "1169", first_response_margin_min: "137", resolution_margin_min: "271" },
            { id: 606, ticket_ref: "T-10248", priority_id: 2, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-03-15T13:07:56Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.59", response_ratio: "0.59", first_response_min: "35", handling_ratio: "0.29", handling_min: "139", resolution_min: "174", first_response_margin_min: "25", resolution_margin_min: "306" },
            { id: 607, ticket_ref: "T-43420", priority_id: 1, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-04-21T10:22:03Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.49", response_ratio: "0.49", first_response_min: "7", handling_ratio: "0.23", handling_min: "55", resolution_min: "62", first_response_margin_min: "8", resolution_margin_min: "178" },
            { id: 608, ticket_ref: "T-11016", priority_id: 1, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-07T16:09:00Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.60", response_ratio: "0.60", first_response_min: "9", handling_ratio: "0.34", handling_min: "82", resolution_min: "91", first_response_margin_min: "6", resolution_margin_min: "149" },
            { id: 609, ticket_ref: "T-47344", priority_id: 4, agent_id: 9, team: "onboarding", channel: "chat", created_at: new Date("2025-03-27T10:34:29Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.24", response_ratio: "0.24", first_response_min: "115", handling_ratio: "0.53", handling_min: "2290", resolution_min: "2405", first_response_margin_min: "365", resolution_margin_min: "1915" },
            { id: 610, ticket_ref: "T-81553", priority_id: 3, agent_id: 18, team: "general", channel: "web_form", created_at: new Date("2025-04-25T15:37:20Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.56", response_ratio: "0.56", first_response_min: "134", handling_ratio: "0.11", handling_min: "158", resolution_min: "292", first_response_margin_min: "106", resolution_margin_min: "1148" },
            { id: 611, ticket_ref: "T-84341", priority_id: 3, agent_id: 16, team: "onboarding", channel: "email", created_at: new Date("2025-05-09T17:01:15Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.66", response_ratio: "0.66", first_response_min: "158", handling_ratio: "0.76", handling_min: "1094", resolution_min: "1252", first_response_margin_min: "82", resolution_margin_min: "188" },
            { id: 612, ticket_ref: "T-86686", priority_id: 2, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-04-29T11:57:01Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.52", response_ratio: "0.52", first_response_min: "31", handling_ratio: "0.05", handling_min: "24", resolution_min: "55", first_response_margin_min: "29", resolution_margin_min: "425" },
            { id: 613, ticket_ref: "T-51510", priority_id: 3, agent_id: 4, team: "billing", channel: "chat", created_at: new Date("2025-04-09T12:51:39Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.36", response_ratio: "0.36", first_response_min: "86", handling_ratio: "0.23", handling_min: "331", resolution_min: "417", first_response_margin_min: "154", resolution_margin_min: "1023" },
            { id: 614, ticket_ref: "T-02472", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-15T16:35:10Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "132", handling_ratio: "0.31", handling_min: "446", resolution_min: "578", first_response_margin_min: "108", resolution_margin_min: "862" },
            { id: 615, ticket_ref: "T-81910", priority_id: 3, agent_id: 4, team: "billing", channel: "phone", created_at: new Date("2025-04-14T09:59:11Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.26", response_ratio: "0.26", first_response_min: "62", handling_ratio: "0.64", handling_min: "922", resolution_min: "984", first_response_margin_min: "178", resolution_margin_min: "456" },
            { id: 616, ticket_ref: "T-43237", priority_id: 4, agent_id: 14, team: "general", channel: "chat", created_at: new Date("2025-03-20T16:25:01Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.16", within_ratio: null, response_ratio: "1.16", first_response_min: "557", handling_ratio: "0.63", handling_min: "2722", resolution_min: "3279", first_response_margin_min: "-77", resolution_margin_min: "1041" },
            { id: 617, ticket_ref: "T-00960", priority_id: 4, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-03T13:35:55Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.89", within_ratio: null, response_ratio: "1.89", first_response_min: "907", handling_ratio: "0.26", handling_min: "1123", resolution_min: "2030", first_response_margin_min: "-427", resolution_margin_min: "2290" },
            { id: 618, ticket_ref: "T-04722", priority_id: 2, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-04-21T16:36:00Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.27", response_ratio: "0.27", first_response_min: "16", handling_ratio: "0.38", handling_min: "182", resolution_min: "198", first_response_margin_min: "44", resolution_margin_min: "282" },
            { id: 619, ticket_ref: "T-76667", priority_id: 2, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-04-12T13:37:56Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.99", within_ratio: null, response_ratio: "1.99", first_response_min: "119", handling_ratio: "0.70", handling_min: "336", resolution_min: "455", first_response_margin_min: "-59", resolution_margin_min: "25" },
            { id: 620, ticket_ref: "T-67059", priority_id: 1, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-22T10:49:56Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.53", response_ratio: "0.53", first_response_min: "8", handling_ratio: "0.94", handling_min: "226", resolution_min: "234", first_response_margin_min: "7", resolution_margin_min: "6" },
            { id: 621, ticket_ref: "T-19225", priority_id: 3, agent_id: 7, team: "onboarding", channel: "phone", created_at: new Date("2025-05-11T14:17:55Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.54", within_ratio: null, response_ratio: "1.54", first_response_min: "370", handling_ratio: "0.18", handling_min: "259", resolution_min: "629", first_response_margin_min: "-130", resolution_margin_min: "811" },
            { id: 622, ticket_ref: "T-98459", priority_id: 4, agent_id: 4, team: "billing", channel: "email", created_at: new Date("2025-05-08T18:07:04Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.53", response_ratio: "0.53", first_response_min: "254", handling_ratio: "0.54", handling_min: "2333", resolution_min: "2587", first_response_margin_min: "226", resolution_margin_min: "1733" },
            { id: 623, ticket_ref: "T-99176", priority_id: 4, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-28T09:29:20Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.50", response_ratio: "0.50", first_response_min: "240", handling_ratio: "0.62", handling_min: "2678", resolution_min: "2918", first_response_margin_min: "240", resolution_margin_min: "1402" },
            { id: 624, ticket_ref: "T-31907", priority_id: 3, agent_id: 12, team: "general", channel: "phone", created_at: new Date("2025-03-18T13:45:21Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.70", response_ratio: "0.70", first_response_min: "168", handling_ratio: "0.36", handling_min: "518", resolution_min: "686", first_response_margin_min: "72", resolution_margin_min: "754" },
            { id: 625, ticket_ref: "T-27969", priority_id: 2, agent_id: 12, team: "general", channel: "email", created_at: new Date("2025-05-21T10:50:23Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "33", handling_ratio: "0.98", handling_min: "470", resolution_min: "503", first_response_margin_min: "27", resolution_margin_min: "-23" },
            { id: 626, ticket_ref: "T-51793", priority_id: 3, agent_id: 5, team: "technical", channel: "chat", created_at: new Date("2025-05-12T14:16:14Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.73", response_ratio: "0.73", first_response_min: "175", handling_ratio: "0.21", handling_min: "302", resolution_min: "477", first_response_margin_min: "65", resolution_margin_min: "963" },
            { id: 627, ticket_ref: "T-54741", priority_id: 4, agent_id: 3, team: "general", channel: "web_form", created_at: new Date("2025-03-12T16:37:45Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.45", response_ratio: "0.45", first_response_min: "216", handling_ratio: "0.43", handling_min: "1858", resolution_min: "2074", first_response_margin_min: "264", resolution_margin_min: "2246" },
            { id: 628, ticket_ref: "T-83491", priority_id: 4, agent_id: 11, team: "general", channel: "web_form", created_at: new Date("2025-05-07T12:42:02Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "2.65", within_ratio: null, response_ratio: "2.65", first_response_min: "1272", handling_ratio: "0.49", handling_min: "2117", resolution_min: "3389", first_response_margin_min: "-792", resolution_margin_min: "931" },
            { id: 629, ticket_ref: "T-27143", priority_id: 3, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-04-15T09:34:06Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.15", within_ratio: null, response_ratio: "1.15", first_response_min: "276", handling_ratio: "0.58", handling_min: "835", resolution_min: "1111", first_response_margin_min: "-36", resolution_margin_min: "329" },
            { id: 630, ticket_ref: "T-04718", priority_id: 4, agent_id: 3, team: "general", channel: "email", created_at: new Date("2025-04-15T09:05:22Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.45", within_ratio: null, response_ratio: "1.45", first_response_min: "696", handling_ratio: "0.84", handling_min: "3629", resolution_min: "4325", first_response_margin_min: "-216", resolution_margin_min: "-5" },
            { id: 631, ticket_ref: "T-91081", priority_id: 2, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-20T09:15:03Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.63", response_ratio: "0.63", first_response_min: "38", handling_ratio: "0.31", handling_min: "149", resolution_min: "187", first_response_margin_min: "22", resolution_margin_min: "293" },
            { id: 632, ticket_ref: "T-51107", priority_id: 3, agent_id: 13, team: "general", channel: "email", created_at: new Date("2025-04-23T10:22:43Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.43", response_ratio: "0.43", first_response_min: "103", handling_ratio: "0.73", handling_min: "1051", resolution_min: "1154", first_response_margin_min: "137", resolution_margin_min: "286" },
            { id: 633, ticket_ref: "T-89994", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-14T07:08:52Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.70", response_ratio: "0.70", first_response_min: "168", handling_ratio: "0.84", handling_min: "1210", resolution_min: "1378", first_response_margin_min: "72", resolution_margin_min: "62" },
            { id: 634, ticket_ref: "T-71431", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-05-01T15:31:22Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.33", response_ratio: "0.33", first_response_min: "79", handling_ratio: "0.39", handling_min: "562", resolution_min: "641", first_response_margin_min: "161", resolution_margin_min: "799" },
            { id: 635, ticket_ref: "T-17106", priority_id: 2, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-30T16:38:16Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.35", response_ratio: "0.35", first_response_min: "21", handling_ratio: "0.69", handling_min: "331", resolution_min: "352", first_response_margin_min: "39", resolution_margin_min: "128" },
            { id: 636, ticket_ref: "T-13004", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-04-14T13:40:18Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.67", within_ratio: null, response_ratio: "1.67", first_response_min: "401", handling_ratio: "0.66", handling_min: "950", resolution_min: "1351", first_response_margin_min: "-161", resolution_margin_min: "89" },
            { id: 637, ticket_ref: "T-73875", priority_id: 4, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-04-07T15:41:11Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.62", within_ratio: null, response_ratio: "1.62", first_response_min: "778", handling_ratio: "0.20", handling_min: "864", resolution_min: "1642", first_response_margin_min: "-298", resolution_margin_min: "2678" },
            { id: 638, ticket_ref: "T-78925", priority_id: 4, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-04-23T13:39:13Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.65", response_ratio: "0.65", first_response_min: "312", handling_ratio: "0.60", handling_min: "2592", resolution_min: "2904", first_response_margin_min: "168", resolution_margin_min: "1416" },
            { id: 639, ticket_ref: "T-08114", priority_id: 3, agent_id: 6, team: "technical", channel: "web_form", created_at: new Date("2025-03-26T18:57:59Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.42", within_ratio: null, response_ratio: "2.42", first_response_min: "581", handling_ratio: "1.06", handling_min: "1526", resolution_min: "2107", first_response_margin_min: "-341", resolution_margin_min: "-667" },
            { id: 640, ticket_ref: "T-36189", priority_id: 2, agent_id: 8, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-17T09:39:55Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.37", response_ratio: "0.37", first_response_min: "22", handling_ratio: "0.99", handling_min: "475", resolution_min: "497", first_response_margin_min: "38", resolution_margin_min: "-17" },
            { id: 641, ticket_ref: "T-77866", priority_id: 3, agent_id: 10, team: "technical", channel: "phone", created_at: new Date("2025-03-07T13:20:38Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.61", response_ratio: "0.61", first_response_min: "146", handling_ratio: "0.74", handling_min: "1066", resolution_min: "1212", first_response_margin_min: "94", resolution_margin_min: "228" },
            { id: 642, ticket_ref: "T-69291", priority_id: 3, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-05-22T11:49:57Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.65", response_ratio: "0.65", first_response_min: "156", handling_ratio: "0.49", handling_min: "706", resolution_min: "862", first_response_margin_min: "84", resolution_margin_min: "578" },
            { id: 643, ticket_ref: "T-78356", priority_id: 3, agent_id: 15, team: "technical", channel: "phone", created_at: new Date("2025-05-14T10:44:44Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.33", response_ratio: "0.33", first_response_min: "79", handling_ratio: "0.61", handling_min: "878", resolution_min: "957", first_response_margin_min: "161", resolution_margin_min: "483" },
            { id: 644, ticket_ref: "T-82513", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-22T15:33:44Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.16", within_ratio: null, response_ratio: "1.16", first_response_min: "278", handling_ratio: "1.20", handling_min: "1728", resolution_min: "2006", first_response_margin_min: "-38", resolution_margin_min: "-566" },
            { id: 645, ticket_ref: "T-34813", priority_id: 4, agent_id: 2, team: "general", channel: "web_form", created_at: new Date("2025-04-02T14:36:13Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.41", response_ratio: "0.41", first_response_min: "197", handling_ratio: "0.80", handling_min: "3456", resolution_min: "3653", first_response_margin_min: "283", resolution_margin_min: "667" },
            { id: 646, ticket_ref: "T-00818", priority_id: 2, agent_id: 4, team: "billing", channel: "email", created_at: new Date("2025-04-02T17:02:01Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "33", handling_ratio: "0.61", handling_min: "293", resolution_min: "326", first_response_margin_min: "27", resolution_margin_min: "154" },
            { id: 647, ticket_ref: "T-83425", priority_id: 4, agent_id: 7, team: "onboarding", channel: "phone", created_at: new Date("2025-03-28T05:53:43Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.11", within_ratio: null, response_ratio: "1.11", first_response_min: "533", handling_ratio: "0.27", handling_min: "1166", resolution_min: "1699", first_response_margin_min: "-53", resolution_margin_min: "2621" },
            { id: 648, ticket_ref: "T-53449", priority_id: 2, agent_id: 18, team: "general", channel: "chat", created_at: new Date("2025-04-30T06:44:40Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.61", response_ratio: "0.61", first_response_min: "37", handling_ratio: "0.93", handling_min: "446", resolution_min: "483", first_response_margin_min: "23", resolution_margin_min: "-3" },
            { id: 649, ticket_ref: "T-84087", priority_id: 4, agent_id: 8, team: "onboarding", channel: "email", created_at: new Date("2025-03-18T09:46:49Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.94", within_ratio: null, response_ratio: "1.94", first_response_min: "931", handling_ratio: "0.73", handling_min: "3154", resolution_min: "4085", first_response_margin_min: "-451", resolution_margin_min: "235" },
            { id: 650, ticket_ref: "T-07769", priority_id: 1, agent_id: 12, team: "general", channel: "web_form", created_at: new Date("2025-03-14T09:44:57Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.56", response_ratio: "0.56", first_response_min: "8", handling_ratio: "0.54", handling_min: "130", resolution_min: "138", first_response_margin_min: "7", resolution_margin_min: "102" },
            { id: 651, ticket_ref: "T-50038", priority_id: 3, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-04-09T09:24:05Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.33", response_ratio: "0.33", first_response_min: "79", handling_ratio: "0.56", handling_min: "806", resolution_min: "885", first_response_margin_min: "161", resolution_margin_min: "555" },
            { id: 652, ticket_ref: "T-19461", priority_id: 1, agent_id: 12, team: "general", channel: "email", created_at: new Date("2025-05-14T10:44:54Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: true, overrun_ratio: "1.36", within_ratio: null, response_ratio: "1.36", first_response_min: "20", handling_ratio: "0.38", handling_min: "91", resolution_min: "111", first_response_margin_min: "-5", resolution_margin_min: "129" },
            { id: 653, ticket_ref: "T-58719", priority_id: 4, agent_id: 3, team: "general", channel: "phone", created_at: new Date("2025-03-14T09:21:30Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.56", response_ratio: "0.56", first_response_min: "269", handling_ratio: "0.68", handling_min: "2938", resolution_min: "3207", first_response_margin_min: "211", resolution_margin_min: "1113" },
            { id: 654, ticket_ref: "T-16162", priority_id: 1, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-14T17:09:39Z"), first_response_target_min: "15", resolution_target_min: "240", first_response_breached: false, overrun_ratio: null, within_ratio: "0.36", response_ratio: "0.36", first_response_min: "5", handling_ratio: "0.72", handling_min: "173", resolution_min: "178", first_response_margin_min: "10", resolution_margin_min: "62" },
            { id: 655, ticket_ref: "T-31073", priority_id: 3, agent_id: 3, team: "general", channel: "chat", created_at: new Date("2025-04-08T14:33:45Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "130", handling_ratio: "0.27", handling_min: "389", resolution_min: "519", first_response_margin_min: "110", resolution_margin_min: "921" },
            { id: 656, ticket_ref: "T-72252", priority_id: 3, agent_id: 8, team: "onboarding", channel: "email", created_at: new Date("2025-03-15T17:00:52Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.70", response_ratio: "0.70", first_response_min: "168", handling_ratio: "0.51", handling_min: "734", resolution_min: "902", first_response_margin_min: "72", resolution_margin_min: "538" },
            { id: 657, ticket_ref: "T-46970", priority_id: 3, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-04-03T10:44:30Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.72", response_ratio: "0.72", first_response_min: "173", handling_ratio: "0.19", handling_min: "274", resolution_min: "447", first_response_margin_min: "67", resolution_margin_min: "993" },
            { id: 658, ticket_ref: "T-69670", priority_id: 3, agent_id: 18, team: "general", channel: "chat", created_at: new Date("2025-05-01T12:55:36Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.13", within_ratio: null, response_ratio: "1.13", first_response_min: "271", handling_ratio: "0.68", handling_min: "979", resolution_min: "1250", first_response_margin_min: "-31", resolution_margin_min: "190" },
            { id: 659, ticket_ref: "T-39044", priority_id: 4, agent_id: 5, team: "technical", channel: "phone", created_at: new Date("2025-04-03T11:24:53Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "259", handling_ratio: "0.63", handling_min: "2722", resolution_min: "2981", first_response_margin_min: "221", resolution_margin_min: "1339" },
            { id: 660, ticket_ref: "T-55192", priority_id: 3, agent_id: 18, team: "general", channel: "phone", created_at: new Date("2025-05-10T16:18:43Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.53", within_ratio: null, response_ratio: "1.53", first_response_min: "367", handling_ratio: "0.78", handling_min: "1123", resolution_min: "1490", first_response_margin_min: "-127", resolution_margin_min: "-50" },
            { id: 661, ticket_ref: "T-48136", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-02T14:23:27Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.39", response_ratio: "0.39", first_response_min: "94", handling_ratio: "0.22", handling_min: "317", resolution_min: "411", first_response_margin_min: "146", resolution_margin_min: "1029" },
            { id: 662, ticket_ref: "T-44430", priority_id: 3, agent_id: 1, team: "onboarding", channel: "web_form", created_at: new Date("2025-05-19T12:09:02Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.80", response_ratio: "0.80", first_response_min: "192", handling_ratio: "0.44", handling_min: "634", resolution_min: "826", first_response_margin_min: "48", resolution_margin_min: "614" },
            { id: 663, ticket_ref: "T-02451", priority_id: 2, agent_id: 6, team: "technical", channel: "email", created_at: new Date("2025-04-08T08:21:50Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.52", response_ratio: "0.52", first_response_min: "31", handling_ratio: "0.74", handling_min: "355", resolution_min: "386", first_response_margin_min: "29", resolution_margin_min: "94" },
            { id: 664, ticket_ref: "T-96500", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-07T16:08:26Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.47", response_ratio: "0.47", first_response_min: "113", handling_ratio: "0.86", handling_min: "1238", resolution_min: "1351", first_response_margin_min: "127", resolution_margin_min: "89" },
            { id: 665, ticket_ref: "T-42495", priority_id: 4, agent_id: 8, team: "onboarding", channel: "email", created_at: new Date("2025-05-05T11:42:07Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.41", response_ratio: "0.41", first_response_min: "197", handling_ratio: "1.02", handling_min: "4406", resolution_min: "4603", first_response_margin_min: "283", resolution_margin_min: "-283" },
            { id: 666, ticket_ref: "T-61413", priority_id: 3, agent_id: 17, team: "general", channel: "email", created_at: new Date("2025-04-15T10:15:33Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.33", within_ratio: null, response_ratio: "1.33", first_response_min: "319", handling_ratio: "0.43", handling_min: "619", resolution_min: "938", first_response_margin_min: "-79", resolution_margin_min: "502" },
            { id: 667, ticket_ref: "T-24139", priority_id: 4, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-04-28T10:14:31Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.42", response_ratio: "0.42", first_response_min: "202", handling_ratio: "0.81", handling_min: "3499", resolution_min: "3701", first_response_margin_min: "278", resolution_margin_min: "619" },
            { id: 668, ticket_ref: "T-44014", priority_id: 4, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-04-02T16:02:33Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.51", response_ratio: "0.51", first_response_min: "245", handling_ratio: "0.69", handling_min: "2981", resolution_min: "3226", first_response_margin_min: "235", resolution_margin_min: "1094" },
            { id: 669, ticket_ref: "T-19606", priority_id: 4, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-03-20T11:19:39Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "264", handling_ratio: "0.23", handling_min: "994", resolution_min: "1258", first_response_margin_min: "216", resolution_margin_min: "3062" },
            { id: 670, ticket_ref: "T-36336", priority_id: 3, agent_id: 17, team: "general", channel: "web_form", created_at: new Date("2025-04-28T13:53:01Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.62", response_ratio: "0.62", first_response_min: "149", handling_ratio: "1.05", handling_min: "1512", resolution_min: "1661", first_response_margin_min: "91", resolution_margin_min: "-221" },
            { id: 671, ticket_ref: "T-67856", priority_id: 3, agent_id: 1, team: "onboarding", channel: "chat", created_at: new Date("2025-03-10T10:53:39Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.96", within_ratio: null, response_ratio: "1.96", first_response_min: "470", handling_ratio: "0.23", handling_min: "331", resolution_min: "801", first_response_margin_min: "-230", resolution_margin_min: "639" },
            { id: 672, ticket_ref: "T-79081", priority_id: 4, agent_id: 14, team: "general", channel: "chat", created_at: new Date("2025-04-14T10:08:41Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.76", response_ratio: "0.76", first_response_min: "365", handling_ratio: "0.36", handling_min: "1555", resolution_min: "1920", first_response_margin_min: "115", resolution_margin_min: "2400" },
            { id: 673, ticket_ref: "T-47020", priority_id: 3, agent_id: 2, team: "general", channel: "phone", created_at: new Date("2025-05-19T09:09:32Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.68", response_ratio: "0.68", first_response_min: "163", handling_ratio: "0.26", handling_min: "374", resolution_min: "537", first_response_margin_min: "77", resolution_margin_min: "903" },
            { id: 674, ticket_ref: "T-01698", priority_id: 3, agent_id: 8, team: "onboarding", channel: "email", created_at: new Date("2025-05-14T20:00:16Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.60", response_ratio: "0.60", first_response_min: "144", handling_ratio: "0.44", handling_min: "634", resolution_min: "778", first_response_margin_min: "96", resolution_margin_min: "662" },
            { id: 675, ticket_ref: "T-57355", priority_id: 4, agent_id: 8, team: "onboarding", channel: "email", created_at: new Date("2025-05-07T17:14:23Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.59", response_ratio: "0.59", first_response_min: "283", handling_ratio: "0.72", handling_min: "3110", resolution_min: "3393", first_response_margin_min: "197", resolution_margin_min: "927" },
            { id: 676, ticket_ref: "T-65963", priority_id: 3, agent_id: 4, team: "billing", channel: "web_form", created_at: new Date("2025-05-20T16:30:00Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.51", response_ratio: "0.51", first_response_min: "122", handling_ratio: "0.46", handling_min: "662", resolution_min: "784", first_response_margin_min: "118", resolution_margin_min: "656" },
            { id: 677, ticket_ref: "T-89606", priority_id: 2, agent_id: 17, team: "general", channel: "email", created_at: new Date("2025-04-01T07:05:04Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.19", within_ratio: null, response_ratio: "1.19", first_response_min: "71", handling_ratio: "0.43", handling_min: "206", resolution_min: "277", first_response_margin_min: "-11", resolution_margin_min: "203" },
            { id: 678, ticket_ref: "T-21181", priority_id: 3, agent_id: 3, team: "general", channel: "chat", created_at: new Date("2025-04-17T15:57:02Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.42", response_ratio: "0.42", first_response_min: "101", handling_ratio: "0.71", handling_min: "1022", resolution_min: "1123", first_response_margin_min: "139", resolution_margin_min: "317" },
            { id: 679, ticket_ref: "T-39084", priority_id: 3, agent_id: 8, team: "onboarding", channel: "web_form", created_at: new Date("2025-03-28T16:51:01Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "115", handling_ratio: "0.15", handling_min: "216", resolution_min: "331", first_response_margin_min: "125", resolution_margin_min: "1109" },
            { id: 680, ticket_ref: "T-83532", priority_id: 4, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-03-06T20:32:30Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.54", response_ratio: "0.54", first_response_min: "259", handling_ratio: "1.02", handling_min: "4406", resolution_min: "4665", first_response_margin_min: "221", resolution_margin_min: "-345" },
            { id: 681, ticket_ref: "T-61474", priority_id: 4, agent_id: 13, team: "general", channel: "email", created_at: new Date("2025-03-31T12:16:44Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.35", response_ratio: "0.35", first_response_min: "168", handling_ratio: "0.34", handling_min: "1469", resolution_min: "1637", first_response_margin_min: "312", resolution_margin_min: "2683" },
            { id: 682, ticket_ref: "T-75279", priority_id: 2, agent_id: 18, team: "general", channel: "email", created_at: new Date("2025-03-03T17:21:15Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.51", response_ratio: "0.51", first_response_min: "31", handling_ratio: "0.72", handling_min: "346", resolution_min: "377", first_response_margin_min: "29", resolution_margin_min: "103" },
            { id: 683, ticket_ref: "T-32165", priority_id: 3, agent_id: 1, team: "onboarding", channel: "phone", created_at: new Date("2025-05-02T20:27:26Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "132", handling_ratio: "0.81", handling_min: "1166", resolution_min: "1298", first_response_margin_min: "108", resolution_margin_min: "142" },
            { id: 684, ticket_ref: "T-02598", priority_id: 4, agent_id: 18, team: "general", channel: "phone", created_at: new Date("2025-05-08T13:02:56Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.45", response_ratio: "0.45", first_response_min: "216", handling_ratio: "0.86", handling_min: "3715", resolution_min: "3931", first_response_margin_min: "264", resolution_margin_min: "389" },
            { id: 685, ticket_ref: "T-11337", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-04-03T10:25:08Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.56", response_ratio: "0.56", first_response_min: "134", handling_ratio: "0.67", handling_min: "965", resolution_min: "1099", first_response_margin_min: "106", resolution_margin_min: "341" },
            { id: 686, ticket_ref: "T-74005", priority_id: 4, agent_id: 9, team: "onboarding", channel: "chat", created_at: new Date("2025-04-28T10:26:35Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.59", response_ratio: "0.59", first_response_min: "283", handling_ratio: "0.18", handling_min: "778", resolution_min: "1061", first_response_margin_min: "197", resolution_margin_min: "3259" },
            { id: 687, ticket_ref: "T-07270", priority_id: 4, agent_id: 2, team: "general", channel: "chat", created_at: new Date("2025-04-21T21:46:48Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "2.27", within_ratio: null, response_ratio: "2.27", first_response_min: "1090", handling_ratio: "0.46", handling_min: "1987", resolution_min: "3077", first_response_margin_min: "-610", resolution_margin_min: "1243" },
            { id: 688, ticket_ref: "T-21383", priority_id: 2, agent_id: 3, team: "general", channel: "chat", created_at: new Date("2025-05-05T11:16:49Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: true, overrun_ratio: "1.61", within_ratio: null, response_ratio: "1.61", first_response_min: "97", handling_ratio: "0.33", handling_min: "158", resolution_min: "255", first_response_margin_min: "-37", resolution_margin_min: "225" },
            { id: 689, ticket_ref: "T-01954", priority_id: 3, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-05-13T10:21:44Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "2.93", within_ratio: null, response_ratio: "2.93", first_response_min: "703", handling_ratio: "0.21", handling_min: "302", resolution_min: "1005", first_response_margin_min: "-463", resolution_margin_min: "435" },
            { id: 690, ticket_ref: "T-40709", priority_id: 3, agent_id: 5, team: "technical", channel: "email", created_at: new Date("2025-04-21T15:47:51Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.56", response_ratio: "0.56", first_response_min: "134", handling_ratio: "0.26", handling_min: "374", resolution_min: "508", first_response_margin_min: "106", resolution_margin_min: "932" },
            { id: 691, ticket_ref: "T-89154", priority_id: 3, agent_id: 8, team: "onboarding", channel: "web_form", created_at: new Date("2025-04-18T17:58:27Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.48", response_ratio: "0.48", first_response_min: "115", handling_ratio: "0.91", handling_min: "1310", resolution_min: "1425", first_response_margin_min: "125", resolution_margin_min: "15" },
            { id: 692, ticket_ref: "T-69080", priority_id: 2, agent_id: 9, team: "onboarding", channel: "email", created_at: new Date("2025-04-22T20:24:34Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.55", response_ratio: "0.55", first_response_min: "33", handling_ratio: "0.31", handling_min: "149", resolution_min: "182", first_response_margin_min: "27", resolution_margin_min: "298" },
            { id: 693, ticket_ref: "T-02606", priority_id: 3, agent_id: 14, team: "general", channel: "email", created_at: new Date("2025-05-14T18:32:16Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.24", within_ratio: null, response_ratio: "1.24", first_response_min: "298", handling_ratio: "0.43", handling_min: "619", resolution_min: "917", first_response_margin_min: "-58", resolution_margin_min: "523" },
            { id: 694, ticket_ref: "T-25563", priority_id: 3, agent_id: 2, team: "general", channel: "email", created_at: new Date("2025-03-17T11:02:25Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.26", response_ratio: "0.26", first_response_min: "62", handling_ratio: "0.46", handling_min: "662", resolution_min: "724", first_response_margin_min: "178", resolution_margin_min: "716" },
            { id: 695, ticket_ref: "T-23789", priority_id: 3, agent_id: 16, team: "onboarding", channel: "email", created_at: new Date("2025-03-03T20:58:22Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.58", response_ratio: "0.58", first_response_min: "139", handling_ratio: "0.80", handling_min: "1152", resolution_min: "1291", first_response_margin_min: "101", resolution_margin_min: "149" },
            { id: 696, ticket_ref: "T-92126", priority_id: 4, agent_id: 1, team: "onboarding", channel: "email", created_at: new Date("2025-03-10T16:39:52Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: false, overrun_ratio: null, within_ratio: "0.33", response_ratio: "0.33", first_response_min: "158", handling_ratio: "0.17", handling_min: "734", resolution_min: "892", first_response_margin_min: "322", resolution_margin_min: "3428" },
            { id: 697, ticket_ref: "T-57201", priority_id: 3, agent_id: 4, team: "billing", channel: "web_form", created_at: new Date("2025-03-13T13:55:51Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: true, overrun_ratio: "1.19", within_ratio: null, response_ratio: "1.19", first_response_min: "286", handling_ratio: "0.22", handling_min: "317", resolution_min: "603", first_response_margin_min: "-46", resolution_margin_min: "837" },
            { id: 698, ticket_ref: "T-14125", priority_id: 2, agent_id: 11, team: "general", channel: "email", created_at: new Date("2025-03-14T15:31:32Z"), first_response_target_min: "60", resolution_target_min: "480", first_response_breached: false, overrun_ratio: null, within_ratio: "0.51", response_ratio: "0.51", first_response_min: "31", handling_ratio: "0.70", handling_min: "336", resolution_min: "367", first_response_margin_min: "29", resolution_margin_min: "113" },
            { id: 699, ticket_ref: "T-62304", priority_id: 3, agent_id: 8, team: "onboarding", channel: "email", created_at: new Date("2025-04-05T11:35:14Z"), first_response_target_min: "240", resolution_target_min: "1440", first_response_breached: false, overrun_ratio: null, within_ratio: "0.45", response_ratio: "0.45", first_response_min: "108", handling_ratio: "0.76", handling_min: "1094", resolution_min: "1202", first_response_margin_min: "132", resolution_margin_min: "238" },
            { id: 700, ticket_ref: "T-51247", priority_id: 4, agent_id: 4, team: "billing", channel: "phone", created_at: new Date("2025-03-25T16:53:17Z"), first_response_target_min: "480", resolution_target_min: "4320", first_response_breached: true, overrun_ratio: "1.41", within_ratio: null, response_ratio: "1.41", first_response_min: "677", handling_ratio: "0.25", handling_min: "1080", resolution_min: "1757", first_response_margin_min: "-197", resolution_margin_min: "2563" },
        ],
    });
    await prisma.csat_surveys.createMany({
        data: [
            { id: 1, ticket_id: 89, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 2, ticket_id: 361, first_response_breached: false, score_when_on_time: 3, score_when_late: null, csat_score: "3" },
            { id: 3, ticket_id: 103, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 4, ticket_id: 402, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 5, ticket_id: 379, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 6, ticket_id: 519, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 7, ticket_id: 250, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 8, ticket_id: 682, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 9, ticket_id: 170, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 10, ticket_id: 393, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 11, ticket_id: 441, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 12, ticket_id: 494, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 13, ticket_id: 121, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 14, ticket_id: 284, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 15, ticket_id: 666, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 16, ticket_id: 515, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 17, ticket_id: 82, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 18, ticket_id: 407, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 19, ticket_id: 233, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 20, ticket_id: 573, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 21, ticket_id: 419, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 22, ticket_id: 514, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 23, ticket_id: 77, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 24, ticket_id: 675, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 25, ticket_id: 185, first_response_breached: false, score_when_on_time: 3, score_when_late: null, csat_score: "3" },
            { id: 26, ticket_id: 496, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 27, ticket_id: 108, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 28, ticket_id: 231, first_response_breached: false, score_when_on_time: 3, score_when_late: null, csat_score: "3" },
            { id: 29, ticket_id: 168, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 30, ticket_id: 347, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 31, ticket_id: 648, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 32, ticket_id: 307, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 33, ticket_id: 313, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 34, ticket_id: 165, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 35, ticket_id: 633, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 36, ticket_id: 449, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 37, ticket_id: 421, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 38, ticket_id: 220, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 39, ticket_id: 462, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 40, ticket_id: 261, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 41, ticket_id: 184, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 42, ticket_id: 186, first_response_breached: false, score_when_on_time: 3, score_when_late: null, csat_score: "3" },
            { id: 43, ticket_id: 42, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 44, ticket_id: 55, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 45, ticket_id: 40, first_response_breached: false, score_when_on_time: 3, score_when_late: null, csat_score: "3" },
            { id: 46, ticket_id: 549, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 47, ticket_id: 98, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 48, ticket_id: 643, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 49, ticket_id: 631, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 50, ticket_id: 157, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 51, ticket_id: 17, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 52, ticket_id: 93, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 53, ticket_id: 290, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 54, ticket_id: 372, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 55, ticket_id: 662, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 56, ticket_id: 422, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 57, ticket_id: 101, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 58, ticket_id: 456, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 59, ticket_id: 342, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
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            { id: 219, ticket_id: 471, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 220, ticket_id: 107, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 221, ticket_id: 286, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 222, ticket_id: 590, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 223, ticket_id: 553, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 224, ticket_id: 171, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 225, ticket_id: 87, first_response_breached: false, score_when_on_time: 3, score_when_late: null, csat_score: "3" },
            { id: 226, ticket_id: 29, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 227, ticket_id: 23, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 228, ticket_id: 337, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 229, ticket_id: 78, first_response_breached: true, score_when_on_time: null, score_when_late: 4, csat_score: "4" },
            { id: 230, ticket_id: 659, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 231, ticket_id: 625, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 232, ticket_id: 473, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 233, ticket_id: 528, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 234, ticket_id: 377, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 235, ticket_id: 400, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 236, ticket_id: 245, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 237, ticket_id: 642, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 238, ticket_id: 390, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 239, ticket_id: 192, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 240, ticket_id: 634, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 241, ticket_id: 88, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 242, ticket_id: 579, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 243, ticket_id: 166, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 244, ticket_id: 534, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 245, ticket_id: 605, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 246, ticket_id: 455, first_response_breached: false, score_when_on_time: 3, score_when_late: null, csat_score: "3" },
            { id: 247, ticket_id: 495, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 248, ticket_id: 434, first_response_breached: false, score_when_on_time: 3, score_when_late: null, csat_score: "3" },
            { id: 249, ticket_id: 671, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 250, ticket_id: 235, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 251, ticket_id: 469, first_response_breached: false, score_when_on_time: 3, score_when_late: null, csat_score: "3" },
            { id: 252, ticket_id: 610, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 253, ticket_id: 58, first_response_breached: false, score_when_on_time: 3, score_when_late: null, csat_score: "3" },
            { id: 254, ticket_id: 653, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 255, ticket_id: 314, first_response_breached: false, score_when_on_time: 3, score_when_late: null, csat_score: "3" },
            { id: 256, ticket_id: 576, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 257, ticket_id: 16, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 258, ticket_id: 655, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 259, ticket_id: 208, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 260, ticket_id: 199, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 261, ticket_id: 405, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 262, ticket_id: 312, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 263, ticket_id: 197, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 264, ticket_id: 251, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 265, ticket_id: 61, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 266, ticket_id: 627, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 267, ticket_id: 574, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 268, ticket_id: 583, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 269, ticket_id: 617, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 270, ticket_id: 646, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 271, ticket_id: 484, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 272, ticket_id: 538, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 273, ticket_id: 221, first_response_breached: false, score_when_on_time: 3, score_when_late: null, csat_score: "3" },
            { id: 274, ticket_id: 446, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 275, ticket_id: 657, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 276, ticket_id: 516, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 277, ticket_id: 216, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 278, ticket_id: 346, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 279, ticket_id: 582, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 280, ticket_id: 65, first_response_breached: false, score_when_on_time: 3, score_when_late: null, csat_score: "3" },
            { id: 281, ticket_id: 7, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 282, ticket_id: 210, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 283, ticket_id: 49, first_response_breached: false, score_when_on_time: 3, score_when_late: null, csat_score: "3" },
            { id: 284, ticket_id: 138, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 285, ticket_id: 505, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 286, ticket_id: 234, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 287, ticket_id: 5, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 288, ticket_id: 523, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 289, ticket_id: 413, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 290, ticket_id: 18, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 291, ticket_id: 35, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 292, ticket_id: 531, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 293, ticket_id: 589, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 294, ticket_id: 131, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 295, ticket_id: 647, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 296, ticket_id: 240, first_response_breached: false, score_when_on_time: 3, score_when_late: null, csat_score: "3" },
            { id: 297, ticket_id: 596, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 298, ticket_id: 161, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 299, ticket_id: 265, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 300, ticket_id: 263, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 301, ticket_id: 437, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 302, ticket_id: 268, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 303, ticket_id: 598, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 304, ticket_id: 699, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 305, ticket_id: 417, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 306, ticket_id: 27, first_response_breached: false, score_when_on_time: 3, score_when_late: null, csat_score: "3" },
            { id: 307, ticket_id: 366, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 308, ticket_id: 4, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 309, ticket_id: 137, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 310, ticket_id: 382, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 311, ticket_id: 28, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 312, ticket_id: 135, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 313, ticket_id: 547, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 314, ticket_id: 26, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 315, ticket_id: 504, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 316, ticket_id: 136, first_response_breached: true, score_when_on_time: null, score_when_late: 2, csat_score: "2" },
            { id: 317, ticket_id: 125, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 318, ticket_id: 644, first_response_breached: true, score_when_on_time: null, score_when_late: 3, csat_score: "3" },
            { id: 319, ticket_id: 20, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 320, ticket_id: 454, first_response_breached: true, score_when_on_time: null, score_when_late: 1, csat_score: "1" },
            { id: 321, ticket_id: 294, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
            { id: 322, ticket_id: 182, first_response_breached: false, score_when_on_time: 5, score_when_late: null, csat_score: "5" },
            { id: 323, ticket_id: 560, first_response_breached: false, score_when_on_time: 4, score_when_late: null, csat_score: "4" },
        ],
    });
}

main()
    .then(() => prisma.$disconnect())
    .catch(async error => {
        console.error(error);
        await prisma.$disconnect();
        process.exit(1);
    });