I can understand what people are saying but I don't see what the problem is- you get minutes or points, can't remember now for helping someone when not behind the desk so what's the fuss?
Then again the HxHD rarely has loads of people asking questions and there's usually more than 1 staff member in there at a time.
I would just say to the user if they kept missing questions not to air whilst behind HxHD but I can understand both points of the argument.