Yes, we do.
All of our service desk is completely automated. If you ever come to my office and you walk on our floor, you'll see a big screen up on the wall. We have literally real-time stats coming from our help desk. I know how many calls are waiting and how many calls have been made that day. That's all there for everybody to see, including me. If it goes red, I'll call someone. Basically that's what happens.