[Slamchunk]

Support person (at least for the last few years) here, context switching and the issues it creates is a real thing for other roles - not just developers. Everyone needs headphone DND time, both in and outside for the technology sector - it's called concentration time.

A support agent at most tech companies will have to support multiple products in multiple languages and platforms and be ready to provide a useful response to a customer at any time, these responses could be:

Diagnosing code issues, Diagnosing product issues (internal or external) Writing code for the customer, Developing the customer use case, Working with Engineering, Finding some free time to learn new products, Training new agents

etc etc.

This is no easy task and shifting mindsets is sometimes tough.

I strongly echo the comments that documentation is key, if the product docs are written to be consumed by humans it's very helpful support engineers, we're lucky to have great documentation at the company I work so it makes our life easier.

[emodendroket]

When I did it your absolute maximum unavailable time between calls was supposed to be 30 seconds and if you actually used that time you'd get scolded (even if your stats otherwise looked great).