QueueMetrics > Running QueueMetrics

Stats on concurrent calls

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zefrench:
Is there any method to find out how many concurent call wher over a period of time in an inbound queue?  I am trying to find out how many calls we get in peak times to improve staffing

QueueMetrics:
My suggestion to do that empirically is to look at the number of lost calls with 15-minute definition, match that to the staffing levels, and see what-where it is going wrong.

zefrench:
Umm this is not what we want to do.  We want to staff based on calls, not hire more staff or less staff and hope we have enough staff.

Any idea what sort of raw SQL query I would have to do to get this query?

QueueMetrics:
This is not simple to do: it requires a state machine to track how many calls are open at any given moment in time. I think you should do this on a second-.per-second basis, so using SQL grouping functions won't help.

If you can come up with a simpler idea of how to implement that, we are going to implement it as well :)

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