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Because a list sorted by date means the easy new ones get answered and the difficult old ones age. Everybody knows it happens and the queue ordering quietly encourages it.
The agent inbox is one person's assigned and claimed tickets, ordered by urgency against the clock.
The inbox orders by time remaining against the SLA, not by arrival. Waiting-on-customer tickets move out of the live view into a follow-up list rather than padding the count.
Forty tickets open, six actually actionable this morning: the rest are waiting on customers or scheduled. The inbox shows the six, ordered by which will breach first.
It will not tell an agent to skip something hard. Ordering by clock makes the cost of avoidance visible; the choice is still theirs.
The customer's record, entitlement, open invoices in Books, delivery in Loop and their previous tickets sit alongside, so the answer does not start with a lookup.
Yes, though the clock order is the default for a reason.
Moved, not hidden — into a follow-up list with the wait duration.
Queue depth, yes. Individual inboxes stay personal.
Fourteen days, every module, no card. Or half an hour with someone who will run it on your own records and tell you where it does not help.