Thanks for your detailed reply. But, I guess you are talking about Bc game Bitcointalk support account while I was talking about their live support chat on the website where users instantly ask questions. I believe their support has a head (manager) who handles all those support agents. I haven't heard that their support agent transferred the chat to another agent to handle cases. They could have a new guy on the team, and if the new guy does not understand what a user talking about, they can always transfer the chat to experienced support agents to handle the cases. Most cases come to Bitcointalk because they did not get help from their live support. I hope the BC game will fix everything again