We didn't look at the amount of time an agent should be spending with a caller. We only looked at whether the callers were getting access and whether the information that was being provided to them was provided in a timely manner, as per the standards. We also didn't look at whether the calls were answered accurately, although the departments have quality controls in place to deal with that question. We didn't audit that part.
On June 6th, 2019. See this statement in context.