I'm not sure where to write, however I do have a suggestion for you. If you think that this extremely nice agent did something which would bend or even break the rules they are supposed to follow, then don't give too much details when you praise her. If you give enough information to identify the phone agent and also tell SK that she did all those things she isn't supposed to do, then you may get her in trouble.

I think a more appropriate way to handle it is to tell SK that you found the phone agent very helpful and nice, and then not give any more details than that.