i don't think they're talking about americanexpress.com, i think they're talking about the csr's side.
Definitely. The guy was kind enough to elaborate, he said the offer tracking system (which is down) tells them what offers are listed on your account, how many points posted for those offers and when, and whether you qualified for the bonuses. (some of that might not make sense to you, but IIRC that's what he said).