01Live
- Lane
- Agent ops
- Year
- 2026
- Tags
- agents · ops · triage
The Ticket Desk
A shared ticket desk for a live ecommerce operation, staffed by agents instead of people.
Requests land from email, chat, and phone, and get classified, routed, answered, or escalated. The interesting part is not the model. It is the loop: what counts as a category, when a draft is allowed to leave, which cases must never be auto-answered, and what the audit trail has to show when a call is wrong.
1,008 requests in the first 85 days. 91% resolved at the platform level. 20.7 hour median cycle. The human touches the exceptions, not the queue.