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That's a point. But also a symptom for a bad staffing.
From what I read between the lines so far the supervisors in Steven's CC seem to be
a.) totally swamped with a agent having a problem or
b.) simply not trained very well.
Another problem of course could be that there are too few of them according to the size of the CC.
If the difference between summer and winter is so extreme that the supervisors run around like beheaded chickens then all of the reasons you mentioned must come together. And then the supervisors aren't the problem. In this case the problem ist to be sought at a higher level.
Chris
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