[Graham M]

Originally Posted by Ben

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 the 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

Here here!