The repetitive, for Lera
Bookings, reservations, opening hours, notes and the usual questions the agent closes without bothering anyone.
The delicate, to a person
A complaint, an odd case or someone who insists on speaking with the team, better pass it, always with the context already gathered.
Start strict and ease off
At first it is better to escalate too much and watch. Over the days you adjust until the agent resolves on its own only what it truly can.