Now and then your receptionist answered a caller with “I can take your details and pass this to the team” when it could have answered properly. It was most likely on the questions that took the most working out — a caller raising a second, separate matter part-way through a call was the worst case, as in “and the other thing is, can you check order 11482 for me?”. The details it needed were right there, and the caller got a brush-off instead.
Your receptionist had a limit on how much it could work through before it started speaking. A question that needed more thought could use the whole of that allowance before it had said a word, and it then fell back on the stock line. Nothing was broken, and nothing was recorded anywhere, which is why it took so long to pin down.
We measured what calls actually use rather than guessing, and raised the limit to fit. In our own testing the worst case went from never answering to answering every time. Replies are the same length as before and arrive just as quickly — the limit was never what kept them short.
If it ever does happen again we now record it, so it can be found rather than guessed at.