We highlight this situation in one or two of the tables in our report. To take the example of employment insurance, the government received 8.9 million calls. Of that number, 3.6 million failed to establish contact with an agent, and 690,000 people hung up. The remaining calls were from people who were able to talk to an agent and, unless I'm mistaken, the wait time for those calls is counted.
On June 6th, 2019. See this statement in context.