It would be interesting to know if they have some sort of CRM where they track the reason for the call, time, and notes about the call.
---
Redii called in to see if his SWU cleared.
---
Redii called in again to see if his SWU cleared.
---
Repeat daily until upgrade clears.
I know they can pass notes to each other (for instance, transferring to the reissue desk), but this may be as simple as their phone system's user-to-user information (UUI).