My experience with the Globe seemed to indicate the agents were being graded on how many script points they hit, not on the calls-handled-per-minute. If you thi

My experience with the Globe seemed to indicate the agents were being graded on how many script points they hit, not on the calls-handled-per-minute. If you think about them as a defense from bleeding subscribers this makes sense. Spending 10 minutes to attempt to save a year of recurring subscription is a good deal. You don't want the agents to be efficient and handle many calls per hour.