I imagine the mosaic info does show somewhere but the more practical things like upcoming trips, recent trips, call history, etc. are more prominent.
There may be a place for CSR notes as well.
There is definitely a place for CSR notes. I was told this last week as I called to get another DL IT problem fixed (and wasn't, and I was calling in for the third time...). The agent kept me on the line while he typed in all the notes/information about this issue, so I don't have to start from scratch once again.