a supervisor because the answers were usually in the guide and you had to search the guide. Sometimes you had to ask for assistance if it was extremely complex or an ongoing complaint or an ongoing issue and there were many moving parts that needed a little more care in getting an answer to the customer or a result that the customer needed. So most often you were able, I was able, to make decisions on whether a customer was either qualified or unqualified or whether there needed to be a case written up or some or another team had to take put eyes on it. I was able to make those decisions without consulting a supervisor because, well, we've had appropriate training and guidelines for doing so.