[supergeek133]

Yeah, of course you're going to have a majority bucket of calls. The issue is when it goes above and beyond that. There isn't critical thinking.

- This customer called 3 times in the past two days and we told them to reboot their router. Maybe it's something else. (I've had personal experience with this and it took over a month to get someone to replace my line from the pole to the house).

- In the case of retail, it is much more complex (returns, repairs, warranty, pricing, etc).

It turns from an "OK" experience to a very bad one pretty quick when the script doesn't solve it.