I'm implying that sometimes, "Improve ability to handle scale as measured by X improvement in dropped calls and Y improvement in user-reported call quality" is

I'm implying that sometimes, "Improve ability to handle scale as measured by X improvement in dropped calls and Y improvement in user-reported call quality" is always going to be in the backlog, but it is probably being starved by other initiatives like "Support integration with BigClient Internal System Z." That's a scenario where the needs of the people making and receiving calls are subordinate to the needs of the people paying for Skype.