Originally Posted by
WillBarrett_68
there is no "diamond desk." When you call in your call could potentially be routed to any agent.
How much they know has nothing to do with whether they are talking to a DM or not. There's not a "Diamond Agent" certification exam that they need to pass before being allowed to talk to you.
That's truly a shame, as that would likely help with the GUC/RUC execution. It would also be a valuable benefit on it's own.