Its utter tosh!
My agents don't have a time frame to work on. Its the first time fix rate the customer wants and thats what I make my agent work too.
If it takes them 2 hours to resolve the call then do it - happy customer at the end of the day and thats all that matters.
and because of this our helpdesk is very slow today because we just do a fine fine job
EDIT- typo
