Every User who logs into the system will be met with a Homepage. This can be customised to show relevant information to that User, and can be tailored in this way by the System Owner or System Admin User with the right permissions to do so. Your Homepage is what will greet you everytime you login. For an Agent it can have the most urgent Tickets showing at the top, along with quick view, colour coded stats which can help give the Agent a snapshot of their most pressing workload.
A Homepage looks like this.