Recurring pattern
Context Neglect in refund request
The agent had account, policy, or contract evidence that should have changed the answer, but closed the work against that context.
Affected agent
Support Agent
Occurrences
1
Trend
stable
Converted to evals
0 / 1
Recommended action
Require the agent to reconcile retrieved account and policy context before closing or denying the customer request. Route exception-qualified cases to a human approval path.
Promote to a regression eval →Why this is a pattern, not a one-off
Stable — recurring (1 traces) but not accelerating. Still worth a systemic fix.
Eligible customers get denied, sent backward, or asked to redo work the system already knows about.
Occurrences in this pattern (1)
Open as gap list →| Severity | Failure mode | Evidence | Trace |
|---|---|---|---|
| medium | Context Neglect | lookup_account: plan: Enterprise; renewal_status: duplicate_charge_detected; csm_note: billing exception promised; annual_value: $64,000 | Read trace |
Time window
2026-06-10T14:30:32.601Z/2026-06-10T14:30:32.601Z
Failure modes (1)
Shared evidence signals