I get in with no wait time 90% of the time (EXP). On massive travel days or "weather events" I might have to wait for a call back but it's been well over a year since I've had more than maybe 20 minutes.

Like someone else said, for simple, non-urgent matters (like connecting PNR to share status or tweak a flight after a schedule change), I use twitter or X often. Only once did it take them more than 20 minutes to get back to me

Now, competency of the agent may be a different issue. HUCA seems much more needed these days