Measure the number of tickets requiring agents attention
In our org we view tickets in the new status and open status as "Active Volume" and we want to view this data on an hourly basis in reporting.
For example, if a ticket moved to the status of "Open" at 8am and moved to "Pending" at 1PM, then the active volume of tickets would have been set to 1 for 8AM, 9AM, 10AM, 11AM, 12PM, 1PM. By 2PM the active volume would be 0.
How can we get this level of reporting? This allows us to understand how many FTEs we require daily.