     );
 
 COMMENT ON TABLE aidb.sla IS 'Service Level Agreement -  is a commitment between a service provider and a client.';
+
+--- SLA: Service level agreements can contain numerous service performance metrics with corresponding service level objectives.
+--- A common case in IT service management is a call center or service desk. Metrics commonly agreed to in these cases include:
+-- Abandonment Rate: Percentage of calls abandoned while waiting to be answered.
+-- ASA (Average Speed to Answer): Average time (usually in seconds) it takes for a call to be answered by the service desk.
+-- TSF (Time Service Factor): Percentage of calls answered within a definite timeframe, e.g., 80% in 20 seconds.
+-- FCR (First-Call Resolution): Percentage of incoming calls that can be resolved without the use of a callback or without having the caller call back the helpdesk to finish resolving the case.[6]
+-- TAT (Turn-Around Time): Time taken to complete a certain task.
+-- MTTR (Mean Time To Recover): Time taken to recover after an outage of service.
 
 
 

    contact INTEGER REFERENCES aidb.contact (id)
    );


--- SLA: Service level agreements can contain numerous service performance metrics with corresponding service level objectives.
--- A common case in IT service management is a call center or service desk. Metrics commonly agreed to in these cases include:
-- Abandonment Rate: Percentage of calls abandoned while waiting to be answered.
-- ASA (Average Speed to Answer): Average time (usually in seconds) it takes for a call to be answered by the service desk.
-- TSF (Time Service Factor): Percentage of calls answered within a definite timeframe, e.g., 80% in 20 seconds.
-- FCR (First-Call Resolution): Percentage of incoming calls that can be resolved without the use of a callback or without having the caller call back the helpdesk to finish resolving the case.[6]
-- TAT (Turn-Around Time): Time taken to complete a certain task.
-- MTTR (Mean Time To Recover): Time taken to recover after an outage of service.

---
--- LICENSE OWNERSHIP

CREATE TABLE aidb.employee (
    id INTEGER PRIMARY KEY GENERATED BY DEFAULT AS IDENTITY, 
    dept_id INTEGER REFERENCES aidb.department (id),
    contact INTEGER REFERENCES aidb.contact (id),
    descr TEXT);

COMMENT ON TABLE aidb.location IS 'Employee of company';
