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A comment on The strength of a monopoly can be guessed at by calling customer support. Parent comment

Re:The strength of a monopoly can be guessed at by calling c... by rtkwe on Sunday September 16, 2018 @11:40PM (#18003032)
Blame dumb call center metrics, intentional disconnects like that keep the average wait time down which allows bad call centers to look better in reports.
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Re:The strength of a monopoly can be guessed at by calling c... by aoeusnth1 on Monday September 17, 2018 @11:04AM (#18006566)
A better metric would include all subsequent wait times:

Adjusted wait time = avg(wait_time) / (1 - p_disconnect)

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Re:The strength of a monopoly can be guessed at by calling c... by rtkwe on Monday September 17, 2018 @01:49PM (#18008141)
I can see why they wouldn't want to include all disconnects in their adjusted wait time because that'd include everyone who disconnects accidentally and disconnects because they figured it out some other way.
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