[Chrysalis]

seems simple to me.

are agents allowed to deviate from scripts and training if it keeps the customer happy.

eg. temporarily activating 20mbit but making a note that customer is on 30mbit and a new superhub is on the way to them.

another example shifting someone to overlay if on congested legacy.

are they allowed to do that kind of thing if they choose to.

or do they have to tow the party line.

this word process keeps popping up.