Funny... I assumed the punchline was going to be about the hours it takes a developer to get back into high productivity mode after interruption.
Sure, bosses and customers frequently underestimate the amount of time these sort of calls take and an intermediary (support) ought to take a stab at pulling a clear issue out first, but they're not always wasted time. There's a lot of value in getting devs and customers talking directly. It just needs to be (and can be) planned in a way that avoids breaking up the developer productivity curve unnecessarily.
Sure, bosses and customers frequently underestimate the amount of time these sort of calls take and an intermediary (support) ought to take a stab at pulling a clear issue out first, but they're not always wasted time. There's a lot of value in getting devs and customers talking directly. It just needs to be (and can be) planned in a way that avoids breaking up the developer productivity curve unnecessarily.