I'll start, and then I'll ask Monsieur Dompierre to give the details.
Remember, as he said, that we would ask the question, and if the agent said she was going to have to pass you on to somebody else, we stopped the call at that point. We didn't go further to see whether or not we would get the right answer from the second individual. We assumed that we would, because we were going to be passed on to somebody who had more expertise.
In terms of the percentage of the 70% of correct answers, we awarded a correct answer because they referred us to somebody else. We didn't put that in the report, and I'm not sure if we have that information.