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It depends on their window.
If they include call volume data back to the Neolithic period in their calculations, then yes, call volumes are higher than average (the average being 0.001 calls per century, rounding up).
Pretty sure that’s how they do the math.
Or just let’s assume the phones are open 8 hours a day, 5 days a week. The average call volume would be drastically lower than during business hours