The level 1 agents are always useless.
I don’t know a single call centre where the level 2 agents don’t constantly complain about the utter incompetence of the level 1 agents, who appear to have never even used a mouse before.
They escalate tickets such as “the users screen is upside down”, and “callers operating system has changed to papyrus needs to be changed back”. Things that could have been fixed by both the first line service agent, and the caller, if either of them had bothered to do a 4 second Google search.




The map is just wrong. How did they gather this data, it just what the map maker has decided is the case rather than objective reality.
If you come in my house and you’re wearing shoes you’re gonna get told to take them off. I don’t want dirt on my carpet.