I am so frustrated with waiting up to 20 minutes for PAL to answer my questions in gateway chats. I hate asking permission to transfer customers, especially to Direct Sales, how can you screw up a transfer for new service..it's common sense. When I receive my coaching I am told that my AHT is too long...what do they expect I'm waiting forever for a PAL to assist me. PALS have told me to build rapore with customer during waiting period..the customer dosen't want to talk about the weather they want to know what the heck is taking so long to transfer. I just needed to get my frustrations out, I hope it gets better soon!