Headset often jots notes and gives them to the assistants, even while they're talking to callers. While Chris handles each call, the other Assistants are also managing calls, but their voices are mumbled technobabble, and barely audible. This is Technical Support. Won't shut down. This is not unusual, sir.
Every computer is a machine, and all machines get stuck from time to time.
It's just like Herman Melville in Moby Dick. That's when I got to have this report done, and clean done. Headset Productivity means moving those calls. Hello, this is Tech Support. It just doesn't tell me what I need to know.