this is what i think how they do it
i think they have 'helpers' from time to time, although these helpers probably work for them one day a week, that's why you see 100+ cases adjudicated per day sometimes. they are probably people from other department or more junior people so they just pick whichever they feel comfortable to investigate from a recent pile, most likely a IT case because they've seen this too often and know pretty well what to do with it. more complicate or rarer job categories are left for the "fulltime" analysts to do, who are still working on June-july 2002.
make sense?