Quote from: khaled0111 on Today at 10:25:41 PM

This might be annoying but, to be fair, a live support agent is not supposed to know the answers for all kind of questions and, in some cases, they just don’t have the necessary privileges needed to access sensitive infromation.
Their job consists essensially in assisting users to solve minor issues and answering basic questions. If the issue/question is more complex or needs thorough investigation then all they can do is to report it or escalate it to the relevant department.

Even though they are right that an agent wouldn't have in-depth technical knowledge about a platform or project they are working for, agents are asked to study the platform thoroughly and understand everything before they start assisting the customers because it makes it easier for the agents to communicate with the customers in a more clear and precise manner.

I have personal experience in this field because I have worked as a customer service representative with some crypto projects in the past, and we were required to know almost everything about the platform so that when a customer asks something, we should have prompt responses to their queries and waste no time. However, regarding complex technical questions, you are right that sometimes the agents will need to forward them to other departments and then get an update and convey it to the customers.