VS-LHRCSA
I don't know if anyone is blaming the agents, I wouldn't. Deming ( a quality guru) used to say that the workers are only responsible for 10-20% of the quality performance of the company and that management carry the burden of the other 80-90%.
Thus I'm sure the agents do their best and it is not because of them that the performance is unacceptable, but the real issue here is why a company (a) breach a contract, (b) fail to abide by an EU directive over compensation for denied boarding and (c) apparently are not capable of recognising that a+b occured and rectifying it quickly.
I second Hipennine's approach.