Don’t stress about what the call centre agent told you,
I'm assuming you're a dependent on the file; for dependents, the system doesn't show a Final Decision (FD) until the officer actually generates the eCOPR document. Agents on the phone just read off that screen, so they see "no FD" and assume it's still stuck.(They don't generate a P2 email when the file is not ready)
Hopefully It’s completely normal but still won't hurt to use webform!
Heard from other people that they emailed the portal email address as well but they rarely respond to any concern
My dependent has also received P2 and completed the portal at the same time as me; I got eCOPR but still nothing for her!
Unfortunately the only thing we can do is just wait