Okay, I'm going to show you guys my data and feel free to join me in laughing out loud at now transparent attempts at fucking with my data aggregation.
# Counting number of minutes where 0 volunteers were on duty.
sqlite> select count(1) from volunteer_stats where created_at >= date('now', '-14 hours') and volunteer_count=0;
147
# Counting number of minutes where 1 or more volunteers were on duty.
sqlite> select count(1) from volunteer_stats where created_at >= date('now', '-14 hours') and volunteer_count>0;
875
So if we were just looking at this, you'd see that 2 hours and 27 minutes out of the last 14 hours were completely unstaffed. For night-time off-hours on a Thursday, this is pretty good. What's shocking is the comments and I'll show you what I mean.
I mentioned the three significant pieces of information: the comment id, the call id, and the level. I mentioned that each comment has an incremental id, each call has an incremental id, and each real call has a "level" of severity. Also, all operators are required by the directors to comment on each call they take. Lets look at how comments are doing.
In the last 14 hours,
sqlite> select comment_id,call_id,level from comments where written_on >= date('now', '-14 hours') order by comment_id desc;
14362|70080|1
14361|70061|
14360|70060|
14359|70059|
14358| |
14357|70010|3
14356|70035|
14355|70034|
14354|70032|
14353|70033|
14352|70024|4
14351|70020|1
14350|70016|1
Okay, lets look at what we know from this.
In the last 14 hours, there were 12 comments posted.
Out of those twelve comments posted, 11 of them had a call id. The one that didn't was an operator saying she was going offline.
Out of those eleven call comments posted, the earliest referenced call id 70016 and the latest referenced 70080. That's a difference of 64. I can assume safely that each call increments the call id.
Out of eleven call comments posted, only 5 were significant and had a level.
What does this mean?
Even though in the last 14 hours of Trans LifeLine saw 64 calls, only 11 were answered by staff, and only 5 resulted in a conversation with staff and a transgendered person.
It also means that in the last 11 hours and 33 minutes of staffing coverage (5 hours and 12 minutes of which had more than one operator online), operators took fewer than 1 call per hour while receiving more than 10 per hour.
tl;dr: wew lads