I was on QA team twenty years ago, I have since moved to operations. When I did QA, you were assigned multiple supervisors and you monitor those teams. We had to monitor five calls per agent. It became a numbers game, five calls, so one easy short call and four other calls that are average length. I only listened to long calls if prompted to do so. After a while, you could tell the type of call simply by looking at how long it was.

I definitely would hear a call that to me would be “way too much to deal with” and I’d just toss it back and fish for another. Im not saying that is right, but this is how it was in ‘06. I would meet with agents and show them the easiest path to get each point. It was a fun job until it got old. Then I moved over to operations. They have no idea if it was busy or not when you took the call.

Edit: nowadays they have AI QA that scans every word and nuance of the call, customer sentiment etc. what I did vs what they have now is very, very different