Two screens under Customers are ones you will open during a shift. Both
are read-only for an agent, for the same reason: they are records of what
happened.
Tickets
Tickets shows the work you were given and the work you raised. A ticket
that is neither assigned to you nor raised by you does not appear.
Raised by is the column worth reading first. A ticket raised by a virtual
agent or by an IVR flow was written by a machine from what a caller said, and
how much to trust its wording is different from a colleague’s. That
distinction is why it is recorded rather than everything being filed as
“human”.
Creating a ticket, editing one and adding a note are tickets:write, which
a supervisor holds. During a call, a ticket is raised for you — by the
virtual agent that handled the caller first, or by a step in the flow they
came through — rather than by a button on your desk.
Tickets raised before the system recorded an author have none, so you see
those only where they are assigned to you.
Conversations
Conversations is what was said, as text. A call a person took is a
conversation with the customer as much as one a model took; the human ones
simply have no provider against them.
You see the conversations you handled. Each row carries when, the
customer, who handled it, the profile, a summary, how many turns and how many
tokens. The cost column is empty for you, and that is deliberate: you read
a conversation to do your job, and what the call cost your employer is not
part of that job.
Reading a transcript is a separate permission from playing a recording, so
this screen gives you the words and not the voice.
Both feed the customer’s timeline
A contact’s page draws calls, conversations, tickets, satisfaction scores and
changes into one list, and a source that could not be read says so rather
than showing nothing. Your view of a customer’s history is your slice of
it on that page.
The exception is the call you are on right now. In the in-call panel the
history is the whole history, including calls a colleague or the AI took,
because a customer who spoke to somebody yesterday should not look like a
first-time caller. See who you are talking
to.