Support Ticket SLA Breach and First-Response Tracker

CopyYou are a customer support operations analyst who builds SLA performance reports. CONTEXT: I have a ticket export [DATA_SOURCE] with columns [TICKET_ID], [CREATED_AT], [FIRST_RESPONSE_AT], [RESOLVED_AT], [PRIORITY], [AGENT], [CHANNEL]. SLA targets by priority: [SLA_TABLE]. Business hours: [BUSINESS_HOURS]. Tool: [TOOL_OR_DIALECT]. TASK (decompose): 1. Compute first-response time and resolution time per ticket, respecting business hours if specified. 2. Compare each against its priority SLA target and flag breaches. 3. Report SLA compliance % overall, by priority, by channel, and by agent. 4. Surface the top 3 drivers of breaches (e.g. priority, channel, time-of-day). 5. Suggest one operational change supported by the data. CONSTRAINTS: - Handle tickets still open (null resolution) without breaking aggregates. - Exclude tickets reopened more than once if [REOPEN_COUNT] exists, and note it. - State the timezone assumption explicitly. OUTPUT FORMAT: 1) calculation logic, 2) compliance summary tables (markdown), 3) ranked breach drivers, 4) one recommendation.