Make Yourself Clear: What's Wrong With This Picture?

Not the doodle above, but the story depicted below....

"When I approached the service desk this time, though, the person behind it barely looked at me. She was new (to me). While typing and looking at a screen, she told me to see one of the service specialists. She seemed agitated when I asked for further clarification. Somewhere in her training, or in her ongoing assessment from her team leader or supervisor, one of the following had happened: 1) she had been led to believe that paying attention to the screen in front of her was more important than paying attention to a person who had physically entered her service area; 2) she had been rewarded for handling something on the screen rather than the person in front of her; or 3) she had been allowed to persist in her work without realizing a key choice point: deal well with the item on the screen or deal well with the person in front of you (it’s possible, of course, to handle both parties well, though not necessarily at the same exact time)."