{
    "schema_version": 1,
    "source": "cron",
    "generated_at": "2026-10-18T12:19:01+00:00",
    "unit": "minutes",
    "expected_first_reply_now": {
        "label": "If you open a ticket now",
        "typical_minutes": 88,
        "typical_is_lower_bound": false,
        "p90_minutes": 202,
        "p90_is_lower_bound": false,
        "based_on_tickets": 19
    },
    "first_reply_1d": {
        "label": "Time to first reply, past 24 hours",
        "days": 1,
        "median_minutes": 42,
        "p90_minutes": 223,
        "p90_is_lower_bound": false,
        "pct_within_60m": 59,
        "tickets": 60
    },
    "first_reply_7d": {
        "label": "Time to first reply, past 7 days",
        "days": 7,
        "median_minutes": 42,
        "p90_minutes": 527,
        "p90_is_lower_bound": false,
        "pct_within_60m": 58,
        "tickets": 325
    },
    "calibration": {
        "label": "Share of tickets answered within the estimate shown at the time they were opened",
        "days": 30,
        "tickets_scored": 1219,
        "within_typical_pct": 50,
        "within_p90_pct": 87
    },
    "method": "Customer-opened tickets; spam, merged duplicates and internal departments excluded. Time to first staff reply. Tickets still waiting count at their current age. Kaplan-Meier median and 90th percentile; the estimate uses the 20 most recent tickets."
}