Import case_inputs.csv into Power BI Desktop and name the table Tickets.
Use the columns Ticket, Team, Status and Hours from the supplied CSV.

Total Tickets = COUNTROWS(Tickets)
Closed Tickets = CALCULATE(COUNTROWS(Tickets), Tickets[Status] = "closed")
Closure Rate = DIVIDE([Closed Tickets], [Total Tickets])
Mean Closed Hours = CALCULATE(AVERAGE(Tickets[Hours]), Tickets[Status] = "closed")

Format Closure Rate as percentage and Mean Closed Hours as a decimal number.
Expected baseline: 6 total, 4 closed, 66.7% closure, 4 mean closed hours.
North: 3 total, 2 closed, mean 3 hours. South: 3 total, 2 closed, mean 5 hours.
Add B7,North,closed,3 to a COPY: 7 total, 5 closed, 19/5=3.8 mean closed hours.
These formulas are a reference to implement and verify in your local Desktop version; this package does not contain a completed PBIX file.
