The second TA was fantastic. Very pleased.
I had literally emailed the Matrix printout and a list of requirements (including the booking classes needed to get 100% AQM, 014 ticket, etc.) and the first TA just emailed me back a reservation that missed, like, 4 out of 6 of my criteria and was non-responsive to a bunch of my questions.
Interestingly enough, I received a customer satisfaction survey for that while in the middle of receiving the impressive report from the second TA, so the agency has heard my less than hearty endorsement of agent #1 .
TA #2 listened to what I needed and why, and that made the difference. I think they may all know the methods, but if they don't listen and care, they can't give you want you need.