Completely agree, a difference in circumstances but I used to Manage a Help Desk of around 25 people who allocated maintenance, installation and repair engineers work to 90 engineers on the road in the UK and Ireland (Epos till and Data systems for Bookmakers, Abbey National and Reuters share dealing systems).
We got wind that the Powers above were concerned about the staffing levels and associated costs, they arranged a visit to see for themselves. Worried about this, as sometimes it could go quiet on the phones , myself and my gaffer came up with a cunning plan, operation Baldrick. As soon as the Senior Management walked in the door we got members of the various Hep Desk Sections to ring each other, the phones were red hot and after a short time the Management fucked off, just shows how thick they were to fall for that.
This was a good few years ago and there were no phone logs at the time, couldn’t pull a stunt like that anymore but we certainly pushed the boundaries on that one, just a bit of creativity.