I have a categories in my home base call center job called Handle By-Scheduling institute and Handle By-Service, it is easy at first because you will just reviewed the call and point out who's agent handled the call but the scenario is not that easy because some agent are slang they pronounced their names differently from their original name and in the list of the agents, which we need to choose on, by it you got a little confused on spellings like in

Tammy and Timmy

Ray-Rey

Neil- Nel-O'neil

Duene-Duane

Chris-Kris

Katty-Cathy

Keith-Kaith etc.

We should listen very well on the call and be familiarize on the agents name so we're didn't have gotten triple penalized from wrong tag. This was my one of favorite categories aside to Data Pull and New Business Opportunity call.