I am curious about one thing..
Most of the time agent Mathew and Kyle replies to Cse raised through webforms..
But i had emailed Ottawa office to avoid getting generic responses..how come Kyle reached there too..
Are Kyle and Matthew transferred to Ottawa office and that's why ottawa has become slow in processing applications..
Purely by the virtue of being an IT Professional I can imply this:-
For e application and managing the workflow, CIC must be using a CRM which is also linked to a ticketing tool.
Any time you call, email, CSE, it gets logged in the CRM (with different input methods) - The agents who worked on thses remain same
When you send an email, it goes to a mailbox, and an agent logs it on the same CRM and responsds to you.. So if you notice, these all are different communication channels in the front but processing is done by the same team.