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Every call is logged by the phone system, which knows how many calls each agent has answered. Agents are required to leave a note (known as an ISE) in the system for every call answered, although some lee-way is given for calls which have been routed to TSB incorrectly (and thus the customer has no Internet account in the system), where the line goes dead before the customer's details can be taken, etc. An agent who does not leave notes will soon be found out. It is assumed all calls are fixed first time, unless the customer then calls back within a certain period with the same problem. In this case, the 2nd agent should add his/her notes to the existing ISE, which will mean the call is known not to have been fixed first time.