"Oh, my god! Is there an outage?!" the agents exclaimed when their computers suddenly shut off followed by the lights. They were all stunned as they stared blankly at the black screens of their computers before they finally reacted to what just happened.
"Damn it! I am still in the middle of troubleshooting with my customer…!" an agent grunted in frustration. After all, if the line was disconnected, then their customer would think that he suddenly hung up on the customer, which would then think that the agent didn't care about them or was feeling tired of them.
Thus, it will affect their survey of the agents, and the agents would also then be affected by the survey of their customers since it will affect their KPI*. But what can they do? This is an outage, and even the company's generator can't take it. How much would it be for them who are just agents?
*key performance index
