I really understand how you feel, but as far as I know most of the agents doesn't know their own products, nobody has trained them or maybe their new to this platform. they all learn from experience, like I did since last 4 years i have learnt a lot about this crypto platform. from an agent to managing a team. I have trained those new bee with top crypto products and customer engagement. so its okay, if they don't know, you can politely ask them to transfer it to someone senior who will be able to explain you.