That area is for the Super Elite. It's so ridiculously awesome that they can't even promote it.
And yes some of the agents do seem baffled by the computer system. I was there when the one lady was enduring her first day (which happened to be in the midst of one of the snow storms) and chalked it up to that. The jury's still out. For the most part I've found them quite competent. Maybe a bit harried but they get the job done which is all I really care about.