At 06:17 PM 8/2/01 -0400, you wrote:
Ah, that's the big one. Call volumes and patterns are not going to be constant over the course of a day, though it's likely there are some somewhat predictable peaks and valleys. I'm sure Cobalt has put quite a lot of thought into proper staffing in order to minimize customer wait time, staff idle time and do so in such a way that results in a cost/pricing combo. that's as reasonable as possible for both Cobalt and its clients.
Cobalt outsources some of their tech support. If you have had a "Cobalt" tech log into your device remotely to help you out, try "last". In my log, there was a login from "suth.com". I'm not complaining -- these guys are trained and backed up by Cobalt, and my experience with them has been good.
Peter