>>"I don't feel like the engineer listened to me before he solved my problem." I worked in tech support in the mid 2000s. The crazy thing was the agent ratings

>>"I don't feel like the engineer listened to me before he solved my problem." I worked in tech support in the mid 2000s. The crazy thing was the agent ratings were a delicate balance between customer ratings, resolve rate and call duration. While its true some people just want to be heard, its also true some people just want their problem solved quickly.