From a number to the ticket

No number in your dashboard stands on its own. A figure that counts or adds up tickets opens down to the tickets that produced it, and each ticket opens to its full conversation. You can check any figure against the work behind it.

The path on each screen

• Pulse: a card, then a figure in its drawer, then the tickets behind that figure. See Pulse.
• Signal: a step of the live cascade or a tile of the archive, then its tickets. See Signal.
• Fleet: an agent, then a figure in their brief, then the tickets behind it. See The Fleet.
• Intelligence: a canvas, then a cause, a product or a segment, then its tickets. See Intelligence.

However you start, the tickets open in the same evidence view.

The evidence view

The evidence view opens over the screen you came from and shows:

• Where you came from: the card, the section and the figure, as a trail at the top.
• A short briefing of what the list shows.
• The tickets, in a table you can sort by any column: ticket, date, customer, customer segment, lifetime value, orders, product, category, topics, channel, region, owner, action, value, CSAT and status.
• A field to ask Razviel about that figure.

Select a ticket to open it.

The ticket

The Ticket X-Ray shows one ticket in full:

• The conversation, message by message, as it happened.
• The case summary, below the conversation: what Razviel understood, which of your rules applied, and who carried the case out and why.
• The Execution Log: what was done on the ticket.
• The Ticket DNA: what the ticket meant for money, support, customer experience, the human layer and the AI.

Every ticket shows who handled it. An AI agent appears by name, as AI · name. Close the X-Ray to return to the list, and close the evidence view to return to where you were.

How each case was handled

The case summary explains, in plain language, why a ticket ended where it did:

• The AI on its own. The action moves no money, or the amount was within what you let the AI handle alone.
• A Human Node. The amount was above what you let the AI handle alone and within your limit, the AI is still building a track record on that kind of case, or the customer asked for a person.
• Your team. For example, the amount was above your limit, no policy covers the case, or you chose to handle that kind of case yourself.

When an amount decided it, the summary states the amounts that were compared at the time, even if you changed your policy later.

When the reason is a number you set, the summary suggests the number that would have covered the ticket, and you apply it there with one click. The change applies to that kind of case and that customer segment, from the next decision on. When the reason is not a number you set, the summary explains it and offers no change. How each kind of suggestion works is described in Change your policy.

Which figures open

• Counts and sums open. A figure such as the number of tickets resolved, or the amount of revenue protected, opens its tickets.
• Rates and averages do not. A resolution rate or an average response time is a ratio between other figures.
• Zero does not. A figure at zero has no tickets behind it.

The list adds up to the number

The tickets a figure opens are the tickets that produced it, for the same period and the same owner filter. When a figure has no evidence available, the view says so instead of showing an empty list.