It was a best guess with large error bars, not an exaggeration. My assumption is that minor incidents would take 5-15 minutes (e.g. in your case of the toilet

It was a best guess with large error bars, not an exaggeration. My assumption is that minor incidents would take 5-15 minutes (e.g. in your case of the toilet overflowing, perhaps a refund). If this dominated, you'd be looking at 30+ cases per day per agent. More serious incidents would probably take a few days. I kinda took a geometric mean, but I have no idea the threshold for incidents escalating to this team.