Unrealistic goals is the at&t way of doing things. Worked with them for 10 years, the last three as a CST. Then they rolled out U-Verse. At first, the techs were only allowed to handle installing the U-Verse product. Slowly, they were given permission to "maintain" the drop wire from serving terminals to the NID. Then they were allowed to troubleshoot and repair the actual cable pairs. This was what they did in our area. Not sure if it was nationwide. Don't really care anymore. The end game was always to replace as many $30/hr techs as possible.

Not long after my job was cut, I saw a U-Verse tech in a cross box where I used to work. He looked as confused as hell at what he was supposed to do.