[randycupertino]

Some of them are paid/incentivized for their talk time, so the reps will be perfectly happy, in fact GLAD, to be put on endless hold, because they can mute their headset, kick back and talk to their friends while all the time their metrics look good and it looks like they're working.

Some of our reps at my old company would purposely change our AI to dial places like Medicare or social security so they could purposely get put on endless hold.