SELECT
    team_name,
    count()                                        AS conversations,
    countIf(status = 'finished')                   AS finished,
    round(avg(first_response_sec) / 60, 1)         AS avg_first_response_min,
    round(avgIf(rating, rating != 0), 2)           AS csat
FROM fact_agent_conversations
WHERE created_at >= today() - 30
GROUP BY team_name
ORDER BY conversations DESC

SELECT agent_conversation_id, agent_name, transfer_count, created_at
FROM fact_agent_conversations
WHERE created_at >= today() - 7
  AND transfer_count > 1
ORDER BY transfer_count DESC