Sound like an equipment downgrade. When the OP uses the word "oversold" that is not the same as overbooked. I'm not sure he/she knows that means there are now 60 people in the gate area without seats and ALL seats have already been assigned. Overbooked means more people have reservations that seats but have not all arrived. Common practice to do this.
I will stick with an equipment change and a poorly handled job by the Planning/Ops dept to put a customer service agent in this position.
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