Having re-read the thread, yes someone has been singled out, if you mention the initials of the individual then you are identifying them.
I personnaly see this as an old gripe as it was the same when AT (recognise the initials Tommo) was in post along with others. No one will ever be happy because at the moment the person calls the desk the CM (or whatever they like to be called) is off for a depth charge break. I personally don't have a problem with our desk, as they have been very helpful when i have called.