A customer service representative received repeated inquiries about the same issue today. How can I determine if it's a script issue or if the system notification didn't go through?

This morning, there were repeated inquiries in the customer service queue regarding the same order status issue. At first, everyone thought it was because the new hires didn't explain the script clearly. I sampled a few recordings and CRM notes and found that the agents had actually explained it; the real problem was that the logistics delay SMS wasn't sent, so customers had to keep calling to…