As much as we can 
We’re really uncomfortable with the situation too, and I’m sorry.
The number one thing that’ll solve the wait times is hiring! But we need to make sure we’re hiring the right people, so we’re always equipped to be chatting to as many people as we can but keeping the Monzo touch - this is almost more important.
We’re holding assessment days at least weekly in both our London and Cardiff offices, and onboarding a crazy amount of new COps. Obviously it’s really important to make sure they’re trained in the right way, so we’re careful to make sure their onboarding journey is useful and effective.
But this means we’ll be back on track very soon, so thank you for your patience!
In terms of helping COps with the pressure, an important thing to reiterate to everyone in the team is that it’s no one person’s responsibility to get back to X amount of customers - focus on the support you’re offering right now, and let other people worry about the queue. It is of course “one team, one dream” (that’s sort of our motto at the moment), but this makes sure nobody’s weighed down by the pressure. 
As for most common query - a lot of my role is to do with a COp’s schedule, so what they’re doing at any given time (are they helping answer calls, using Monzo Chat, on Intercom, in a 1:1). So anything to do with how their day is going, that kind of comes through me 