I've found that many agents are very specific in their knowledge and capabilities. I was in the SLC CRC and trying to purchase a ticket using a paper voucher and was told to go to the ticket counter as they didn't know how to do it.

It also differs among agents performing similar functions. I walked into a ATL CRC and asked to SDC a non-stop to connecting and the agent said, "Since it is Monday, there's nothing available." I left and went to a different ATL CRC and the agents said, "No problem, we'll take care of it."

Seems to be a function of knowledge, capability and effort.