Review a response queue with explicit paused time

A support lead needs a breach summary for open tickets. Use the supplied elapsed and paused minutes to determine which open tickets exceed the internal response target.

SOURCE DATA
"ticket","priority","state","elapsed_minutes","paused_minutes"
"T1","P1","open","75","20"
"T2","P1","open","90","10"
"T3","P2","open","260","40"
"T4","P2","open","300","30"
"T5","P1","closed","200","0"

RULES
This fictional policy allows 60 active minutes for P1 and 240 for P2. Exactly at the target is not a breach.
Active minutes = elapsed − paused. All intervals are already measured in calendar minutes.
Exclude closed tickets from the open queue. Maximum overage is max(active − target, 0) among open tickets.

MY FIGURES
Open tickets: __________
Open breached tickets: __________
Largest breach overage (minutes): __________

MY REVIEW NOTE
________________________

METHOD
Compute active time as T1 55, T2 80, T3 220 and T4 270. Do not use raw elapsed minutes when valid pauses exist.
Compare each ticket against its own priority target. T2 exceeds 60 by 20 minutes; T4 exceeds 240 by 30.
Exclude T5 even though its elapsed time is large: it is not part of the requested open queue.

REFERENCE ANSWERS — try first
Open tickets: 4. T1–T4 are open.
Open breached tickets: 2. T2 and T4 exceed their priority targets.
Largest breach overage (minutes): 30. T4 has 270 active minutes against a 240-minute target.

Treating every ticket as P1 or including closed tickets changes the requested denominator and can produce a misleading escalation list.

Before using a similar report at work, define permitted pause reasons, business hours and time-zone treatment. The exercise supplies elapsed intervals so those rules are not guessed.

Occupational context: O*NET 31.0 Database, USDOL/ETA, Task 2580, occupation 43-4051.00. https://www.onetcenter.org/dl_files/database/db_31_0_csv/task_statements.csv
CC BY 4.0: https://creativecommons.org/licenses/by/4.0/
Original practice material and adaptations by Skill Workbench. USDOL/ETA has not approved, endorsed or tested these additions. O*NET is a trademark of USDOL/ETA.