I would like to come back to the argument made by Employment and Social Development Canada to give it the benefit of the doubt, namely that self-serve functions are offered by the department 24 hours a day, seven days a week.
How are calls from people who use these self-service functions counted? These people may eventually get their questions answered, receive the service they are looking for and become satisfied clients. These calls aren't rejected or forwarded to an agent. Are they counted in any particular way?