A pleasure (to update-- -not- to report such bad news!) But until/unless there's some kind of revolution, long hold times and frustrated/frustrating agents/agent experiences are here to stay. It's very, very unfortunate.

RDU went 24 hours a day on June 13 (was 6am-1am ET) that was maybe going to help but might have actually hurt as less agents are on duty at RDU during the day now.

As far as the "call time," for EP it used to be 40 seconds and CK was 300 seconds. Varied for other functions. Now it's zero, with some allowance for a couple of seconds(!) between calls. Personally speaking, I think it's really, really bad.