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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 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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