Add time_to_first_response_sec and first_human_admin_response_at

CHANGELOG.md

@@ -5,6 +5,13 @@
 ## Feature Updates
 - Adds DuckDB as a supported destination.
 
+# dbt_intercom Unreleased
+
+## Feature Updates
+- Adds `time_to_first_response_sec` to `intercom__conversation_metrics`, computed with the same `dbt.datediff` source as `time_to_first_response_minutes` to preserve sub-minute response times.
+- Adds `first_human_admin_response_at` to `int_intercom__conversation_part_aggregates` and passes the field through to `intercom__conversation_metrics`. Supports excluding bot or automated admin author IDs via the `intercom__first_response_excluded_admin_author_ids` project variable (defaults to an empty list).
+- Updates `time_to_first_response_minutes` to cast the second-based `dbt.datediff` result to numeric before dividing by 60, preventing sub-60-second responses from truncating to zero on warehouses with integer division.
+
 # dbt_intercom v1.7.0
 
 [PR #84](https://github.com/fivetran/dbt_intercom/pull/84) and [PR #85](https://github.com/fivetran/dbt_intercom/pull/85) includes the following updates:

dbt_project.yml

@@ -34,6 +34,7 @@ vars:
     intercom__contact_history_pass_through_columns: []
     intercom__conversation_history_pass_through_columns: []
     intercom__article_history_pass_through_columns: []
+    intercom__first_response_excluded_admin_author_ids: []
 clean-targets:
 - target
 - dbt_modules

models/intercom.yml

@@ -361,8 +361,15 @@ models:
         description: The time difference (not factoring in business hours) between the conversation creation and the first_assignment_at.
       - name: first_admin_response_at
         description: The time when the conversation part author of type admin first commented in a conversation.
+      - name: time_to_first_response_sec
+        description: The time difference in seconds (not factoring in business hours) between the conversation creation and the first_admin_response_at.
       - name: time_to_first_response_minutes
         description: The time difference (not factoring in business hours) between the conversation creation and the first_admin_response_at.
+      - name: first_human_admin_response_at
+        description: >
+          The time when the first admin with a non-null message body commented in the conversation, optionally excluding
+          admin author IDs listed in the `intercom__first_response_excluded_admin_author_ids` variable. When no IDs are
+          excluded, this matches `first_admin_response_at`.
       - name: first_admin_close_at
         description: The time of the first conversation part where part_type was 'close' by an admin indicating the conversation was closed.
       - name: first_close_at

models/intercom__conversation_metrics.sql

@@ -19,7 +19,9 @@ final as (
     conversation_part_aggregates.first_assignment_at,
     round(cast(({{ dbt.datediff("conversation_enhanced.conversation_created_at", "conversation_part_aggregates.first_assignment_at", 'second') }}/60) as numeric), 2) as time_to_first_assignment_minutes,
     conversation_part_aggregates.first_admin_response_at,
-    round(cast(({{ dbt.datediff("conversation_enhanced.conversation_created_at", "conversation_part_aggregates.first_admin_response_at", 'second') }}/60) as numeric), 2) as time_to_first_response_minutes,
+    {{ dbt.datediff("conversation_enhanced.conversation_created_at", "conversation_part_aggregates.first_admin_response_at", 'second') }} as time_to_first_response_sec,
+    round(cast({{ dbt.datediff("conversation_enhanced.conversation_created_at", "conversation_part_aggregates.first_admin_response_at", 'second') }} as numeric) / 60, 2) as time_to_first_response_minutes,
+    conversation_part_aggregates.first_human_admin_response_at,
     round(cast(({{ dbt.datediff("conversation_part_aggregates.first_contact_reply_at", "conversation_enhanced.first_admin_close_at", 'second') }} /60) as numeric), 2) as time_to_admin_first_close_minutes,
     round(cast(({{ dbt.datediff("conversation_part_aggregates.first_contact_reply_at", "conversation_enhanced.first_close_at", 'second') }} /60) as numeric), 2) as time_to_first_close_minutes,
     conversation_part_aggregates.first_reopen_at,

models/intermediate/int_intercom__conversation_part_aggregates.sql

@@ -19,6 +19,22 @@ final as (
     min(case when latest_conversation_part.part_type = 'comment' and latest_conversation_part.author_type in ('lead','user') then latest_conversation_part.created_at else null end) as first_contact_reply_at,
     min(case when latest_conversation_part.part_type like '%assignment%' then latest_conversation_part.created_at else null end) as first_assignment_at,
     min(case when latest_conversation_part.part_type in ('comment','assignment') and latest_conversation_part.author_type = 'admin' and latest_conversation_part.body is not null then latest_conversation_part.created_at else null end) as first_admin_response_at,
+    min(
+      case
+        when latest_conversation_part.part_type in ('comment','assignment')
+          and latest_conversation_part.author_type = 'admin'
+          and latest_conversation_part.body is not null
+          {% if var('intercom__first_response_excluded_admin_author_ids', []) | length > 0 %}
+          and latest_conversation_part.author_id not in (
+            {%- for admin_author_id in var('intercom__first_response_excluded_admin_author_ids', []) -%}
+            {{ admin_author_id }}{%- if not loop.last -%},{%- endif -%}
+            {%- endfor -%}
+          )
+          {% endif %}
+        then latest_conversation_part.created_at
+        else null
+      end
+    ) as first_human_admin_response_at,
     min(case when latest_conversation_part.part_type = 'open' then latest_conversation_part.created_at else null end) as first_reopen_at,
     max(case when latest_conversation_part.part_type like '%assignment%' then latest_conversation_part.created_at else null end) as last_assignment_at,
     max(case when latest_conversation_part.part_type = 'comment' and latest_conversation_part.author_type in ('lead','user') then latest_conversation_part.created_at else null end) as last_contact_reply_at,