2/3/2010 – Public facing measures developed the requirement of an "aging tickets" display for the report, similar to stanford.
The attached brio file extracts lots of data fields for lots of queues from the warehouse.
You paste the pivotted results into the data area of the attached aging-tickets spreadsheet, whidch does some supplemental calculations and then creates pivots and histogrammatic charts.
Will need to refine the list of queues, mostly to include actively managed, client-interaction queues. Unmanaged queues or inconsistent standards in queue mgmt will increase the counts of tickets that are allowed to grow old without attention.