IROPS handling for adjustments is handled locally. That goes for locating your bags, duty of care (hotels) and the like.

The value is that while others are standing in line worried that there won't be space for them, you have a reservation on hold and thus, it's just time to get the ticket reissued.

While the local issues such as luggage and hotel are sensibly handled locally, if an agent is able to "hold" a seat and thus remove it from inventory for others, that agent ought to be able to confirm it. Would not have mattered here because you had other needs in the nature of duty of care.