As I mentioned earlier, what we were interested in was the three specific standards—whether the callers were getting access to the agent, whether they were getting timely responses, and whether they were getting accurate responses. We didn't look at how long an agent would be talking to a caller in order to deal with the issue.
As I mentioned earlier on, by way of comparison we looked at the survey that basically says Canadians are willing to wait seven minutes to get to a caller, but we didn't audit anything after an agent answers a caller.