The awards desk has been an absolute nightmare for me lately. I have had every single agent offer me what turns out to be an illegal routing. I had 2 different agents offer me an international connection with a connection time of less than 10 minutes. I had one agent book me into economy, but pull the business class number of miles. I finally talked to a supervisor of a supervisor about this, and he basically admitted that cost pressures force them to roll out ICC agents with NO training at all -- their first day on the job is on the phones.