Gaps
Gap Analysis
Context
10
Eligible customers get denied, sent backward, or asked to redo work the system already knows about.
Effort
9
Repeat contact, frustration, and escalation pressure rise even though the ticket looks resolved.
Trust
13
The interaction may appear complete, but the customer loses control over sensitive information.
False Resolution
21
Internal status says done, but customers or operators still experience the failure.
Drift
31
A one-off trace becomes a product or workflow pattern that will keep recurring.
| Severity | Gap Type | Problem | Customer Evidence | Agent | Status | Pattern | Trace |
|---|---|---|---|---|---|---|---|
| critical | Trust-Damaging Handling | Trust-Damaging Retention Block long-term/shared retention of sensitive candidate context unless a retention policy, purpose, and candidate-facing control are present. | long-term-candidate-memory: retention_risk=high sensitive_entity_types=salary_expectation,location_constraint,availability_note Written to long-term-candidate-memory: Retain relocation constraint, compensation range, and scheduling constraints for future screens. | Recruiting Agent trace-gap-recruit-eval-retention-002 | confirmed | 3x | Read trace |
| critical | Trust-Damaging Handling | Trust-Damaging Retention Block long-term/shared retention of sensitive candidate context unless a retention policy, purpose, and candidate-facing control are present. | long-term-candidate-memory: retention_risk=high sensitive_entity_types=salary_expectation,location_constraint,availability_note Written to long-term-candidate-memory: Retain relocation constraint, compensation range, and scheduling constraints for future screens. | Recruiting Agent trace-gap-recruit-eval-retention-002 | confirmed | 3x | Read trace |
| critical | Trust-Damaging Handling | Trust-Damaging Retention Block long-term/shared retention of sensitive candidate context unless a retention policy, purpose, and candidate-facing control are present. | shared-hiring-panel-notes: retention_risk=critical sensitive_entity_types=accommodation_note,availability_note,full_name Written to shared-hiring-panel-notes: Retain accommodation context and constrained availability for panel prep. | Recruiting Agent trace-gap-recruit-shared-notes-001 | confirmed | 3x | Read trace |
| critical | Trust-Damaging Handling | Trust-Damaging Retention Block long-term/shared retention of sensitive candidate context unless a retention policy, purpose, and candidate-facing control are present. | long-term-candidate-memory: retention_risk=high sensitive_entity_types=phone_number,salary_expectation,full_name Written to long-term-candidate-memory: Strong senior backend candidate. Retain phone, salary expectation above midband, and availability notes for future screens. | Recruiting Agent trace-gap-recruit-retention-001 | converted | 3x | Read trace |
| critical | Trust-Damaging Handling | Trust-Damaging Retention Block long-term/shared retention of sensitive candidate context unless a retention policy, purpose, and candidate-facing control are present. | shared-hiring-panel-notes: retention_risk=critical sensitive_entity_types=accommodation_note,availability_note,full_name Written to shared-hiring-panel-notes: Retain accommodation context and constrained availability for panel prep. | Recruiting Agent trace-gap-recruit-shared-notes-001 | converted | 3x | Read trace |
| critical | Trust-Damaging Handling | Trust-Damaging Retention Block long-term/shared retention of sensitive candidate context unless a retention policy, purpose, and candidate-facing control are present. | long-term-candidate-memory: retention_risk=high sensitive_entity_types=phone_number,salary_expectation,full_name Written to long-term-candidate-memory: Strong senior backend candidate. Retain phone, salary expectation above midband, and availability notes for future screens. | Recruiting Agent trace-gap-recruit-retention-001 | converted | 3x | Read trace |
| critical | Trust-Damaging Handling | Trust-Damaging Retention Block long-term/shared retention of sensitive candidate context unless a retention policy, purpose, and candidate-facing control are present. | shared-hiring-panel-notes: retention_risk=critical sensitive_entity_types=accommodation_note,availability_note,full_name Written to shared-hiring-panel-notes: Retain accommodation context and constrained availability for panel prep. | Recruiting Agent trace-gap-recruit-shared-notes-001 | converted | 3x | Read trace |
| critical | Trust-Damaging Handling | Trust-Damaging Retention Block long-term/shared retention of sensitive candidate context unless a retention policy, purpose, and candidate-facing control are present. | long-term-candidate-memory: retention_risk=high sensitive_entity_types=phone_number,salary_expectation,full_name Written to long-term-candidate-memory: Strong senior backend candidate. Retain phone, salary expectation above midband, and availability notes for future screens. | Recruiting Agent trace-gap-recruit-retention-001 | converted | 3x | Read trace |
| critical | Trust-Damaging Handling | Trust-Damaging Retention Block long-term/shared retention of sensitive candidate context unless a retention policy, purpose, and candidate-facing control are present. | long-term-candidate-memory: retention_risk=high sensitive_entity_types=salary_expectation,location_constraint,availability_note Written to long-term-candidate-memory: Retain relocation constraint, compensation range, and scheduling constraints for future screens. | Recruiting Agent trace-gap-recruit-eval-retention-002 | pending | 3x | Read trace |
| critical | Trust-Damaging Handling | Trust-Damaging Retention Require an explicit retention policy for recruiting context before writing to long-term or shared stores. Add customer-facing disclosure/control for retained candidate context and block eval-dataset writes when retention is not justified. | Memory write to 'long-term-candidate-memory' keeps candidate contact and salary-expectation context with retention_risk: high. | Recruiting Agent task-recruit-001 | pending | 1x | Read trace |
| critical | False Resolution | False Success Require recovery verification to pass before incident status can be set to resolved. Treat restart success as an intermediate action rather than the customer outcome. | agent_status: resolved | Incident Agent trace-gap-devops-false-resolution-001 | pending | 12x | Read trace |
| critical | False Resolution | False Success Require recovery verification to pass before incident status can be set to resolved. Treat restart success as an intermediate action rather than the customer outcome. | agent_status: resolved | Incident Agent trace-gap-devops-latency-false-resolution-002 | pending | 12x | Read trace |
| critical | False Resolution | False Success Require recovery verification to pass before incident status can be set to resolved. Treat restart success as an intermediate action rather than the customer outcome. | agent_status: resolved | Incident Agent trace-gap-devops-webhook-false-resolution-003 | pending | 12x | Read trace |
| critical | False Resolution | False Success Require recovery verification to pass before incident status can be set to resolved. Treat restart success as an intermediate action rather than the customer outcome. | agent_status: resolved | Incident Agent trace-gap-devops-email-false-resolution-004 | pending | 12x | Read trace |
| critical | False Resolution | False Success Require recovery verification to pass before incident status can be set to resolved. Treat restart success as an intermediate action rather than the customer outcome. | agent_status: resolved | Incident Agent trace-gap-devops-false-resolution-001 | pending | 12x | Read trace |
| critical | False Resolution | False Success Require recovery verification to pass before incident status can be set to resolved. Treat restart success as an intermediate action rather than the customer outcome. | agent_status: resolved | Incident Agent trace-gap-devops-latency-false-resolution-002 | pending | 12x | Read trace |
| critical | False Resolution | False Success Require recovery verification to pass before incident status can be set to resolved. Treat restart success as an intermediate action rather than the customer outcome. | agent_status: resolved | Incident Agent trace-gap-devops-webhook-false-resolution-003 | pending | 12x | Read trace |
| critical | False Resolution | False Success Require recovery verification to pass before incident status can be set to resolved. Treat restart success as an intermediate action rather than the customer outcome. | agent_status: resolved | Incident Agent trace-gap-devops-email-false-resolution-004 | pending | 12x | Read trace |
| critical | False Resolution | False Success Require recovery verification to pass before incident status can be set to resolved. Treat restart success as an intermediate action rather than the customer outcome. | agent_status: resolved | Incident Agent trace-gap-devops-false-resolution-001 | pending | 12x | Read trace |
| critical | False Resolution | False Success Require recovery verification to pass before incident status can be set to resolved. Treat restart success as an intermediate action rather than the customer outcome. | agent_status: resolved | Incident Agent trace-gap-devops-latency-false-resolution-002 | pending | 12x | Read trace |
| critical | False Resolution | False Success Require recovery verification to pass before incident status can be set to resolved. Treat restart success as an intermediate action rather than the customer outcome. | agent_status: resolved | Incident Agent trace-gap-devops-webhook-false-resolution-003 | pending | 12x | Read trace |
| critical | False Resolution | False Success Require recovery verification to pass before incident status can be set to resolved. Treat restart success as an intermediate action rather than the customer outcome. | agent_status: resolved | Incident Agent trace-gap-devops-email-false-resolution-004 | pending | 12x | Read trace |
| critical | False Resolution | False Success Require metric-recovery verification artifact with status 'passed' before allowing incident status to be set to 'resolved'. Block ticket close when health check returns 'unknown'. | agent_status is 'resolved' but tool 'check-service-health' returned status 'unknown' — no stable metric baseline was established. | Incident Agent task-devops-frd-001 | pending | 9x | Read trace |
| critical | False Resolution | False Success Require metric-recovery verification artifact with status 'passed' before allowing incident status to be set to 'resolved'. Block ticket close when health check returns 'unknown'. | agent_status is 'resolved' but tool 'check-service-health' returned status 'unknown' — no stable metric baseline was established. | Incident Agent task-devops-frd-002 | pending | 9x | Read trace |
| critical | False Resolution | False Success Require metric-recovery verification artifact with status 'passed' before allowing incident status to be set to 'resolved'. Block ticket close when health check returns 'unknown'. | agent_status is 'resolved' but tool 'check-service-health' returned status 'unknown' — no stable metric baseline was established. | Incident Agent task-devops-frd-003 | pending | 9x | Read trace |
| critical | False Resolution | False Success Require metric-recovery verification artifact with status 'passed' before allowing incident status to be set to 'resolved'. Block ticket close when health check returns 'unknown'. | agent_status is 'resolved' but tool 'check-service-health' returned status 'unknown' — no stable metric baseline was established. | Incident Agent task-devops-frd-004 | pending | 9x | Read trace |
| critical | False Resolution | False Success Require metric-recovery verification artifact with status 'passed' before allowing incident status to be set to 'resolved'. Block ticket close when health check returns 'unknown'. | agent_status is 'resolved' but tool 'check-service-health' returned status 'unknown' — no stable metric baseline was established. | Incident Agent task-devops-frd-005 | pending | 9x | Read trace |
| critical | False Resolution | False Success Require metric-recovery verification artifact with status 'passed' before allowing incident status to be set to 'resolved'. Block ticket close when health check returns 'unknown'. | agent_status is 'resolved' but tool 'check-service-health' returned status 'unknown' — no stable metric baseline was established. | Incident Agent task-devops-frd-006 | pending | 9x | Read trace |
| critical | False Resolution | False Success Require metric-recovery verification artifact with status 'passed' before allowing incident status to be set to 'resolved'. Block ticket close when health check returns 'unknown'. | agent_status is 'resolved' but tool 'check-service-health' returned status 'unknown' — no stable metric baseline was established. | Incident Agent task-devops-frd-007 | pending | 9x | Read trace |
| critical | False Resolution | False Success Require metric-recovery verification artifact with status 'passed' before allowing incident status to be set to 'resolved'. Block ticket close when health check returns 'unknown'. | agent_status is 'resolved' but tool 'check-service-health' returned status 'unknown' — no stable metric baseline was established. | Incident Agent task-devops-frd-008 | pending | 9x | Read trace |
| critical | False Resolution | False Success Require metric-recovery verification artifact with status 'passed' before allowing incident status to be set to 'resolved'. Block ticket close when health check returns 'unknown'. | agent_status is 'resolved' but tool 'check-service-health' returned status 'unknown' — no stable metric baseline was established. | Incident Agent task-devops-frd-009 | pending | 9x | Read trace |
| high | Context Ignored | Evidence-Output Contradiction Require the agent to apply retrieved policy exceptions before issuing a denial. Add a verification step that confirms all relevant policy exceptions have been checked. | Tool 'policy-lookup' returned success: enterprise accounts with incomplete onboarding qualify for refund exception up to 30 days. | Support Agent task-refund-001 | pending | 1x | Read trace |
| high | Trust-Damaging Handling | Trust-Damaging Retention Block long-term/shared retention of sensitive candidate context unless a retention policy, purpose, and candidate-facing control are present. | offer-negotiation-memory: retention_risk=high sensitive_entity_types=salary_expectation,family_status,availability_note Written to offer-negotiation-memory: Retain salary floor, competing offer deadline, and family scheduling constraints for negotiation strategy. | Recruiting Agent trace-gap-recruit-offer-memory-001 | pending | 3x | Read trace |
| high | Trust-Damaging Handling | Trust-Damaging Retention Block long-term/shared retention of sensitive candidate context unless a retention policy, purpose, and candidate-facing control are present. | offer-negotiation-memory: retention_risk=high sensitive_entity_types=salary_expectation,family_status,availability_note Written to offer-negotiation-memory: Retain salary floor, competing offer deadline, and family scheduling constraints for negotiation strategy. | Recruiting Agent trace-gap-recruit-offer-memory-001 | pending | 3x | Read trace |
| high | Trust-Damaging Handling | Trust-Damaging Retention Block long-term/shared retention of sensitive candidate context unless a retention policy, purpose, and candidate-facing control are present. | offer-negotiation-memory: retention_risk=high sensitive_entity_types=salary_expectation,family_status,availability_note Written to offer-negotiation-memory: Retain salary floor, competing offer deadline, and family scheduling constraints for negotiation strategy. | Recruiting Agent trace-gap-recruit-offer-memory-001 | pending | 3x | Read trace |
| high | Recurring Operational Drift | latent-false-success-drift Escalate to engineering leadership: DevOps agent has a systemic pattern of false incident resolution. Enforce mandatory metric-recovery verification at the workflow level. Promote this cluster to a regression eval. | search_findings_history returned multiple prior False Success findings for agent-devops-01 on lens 'resolved-but-not-served'. | Incident Agent task-devops-frd-008 | converted | 4x | Read trace |
| high | Recurring Operational Drift | latent-false-success-drift Escalate to engineering leadership: DevOps agent has a systemic pattern of false incident resolution. Enforce mandatory metric-recovery verification at the workflow level. Promote this cluster to a regression eval. | search_findings_history returned multiple prior False Success findings for agent-devops-01 on lens 'resolved-but-not-served'. | Incident Agent task-devops-frd-007 | confirmed | 4x | Read trace |
| high | Recurring Operational Drift | latent-false-success-drift Escalate to engineering leadership: DevOps agent has a systemic pattern of false incident resolution. Enforce mandatory metric-recovery verification at the workflow level. Promote this cluster to a regression eval. | search_findings_history returned multiple prior False Success findings for agent-devops-01 on lens 'resolved-but-not-served'. | Incident Agent task-devops-frd-006 | confirmed | 4x | Read trace |
| high | Recurring Operational Drift | latent-false-success-drift Escalate to engineering leadership: DevOps agent has a systemic pattern of false incident resolution. Enforce mandatory metric-recovery verification at the workflow level. Promote this cluster to a regression eval. | search_findings_history returned multiple prior False Success findings for agent-devops-01 on lens 'resolved-but-not-served'. | Incident Agent task-devops-frd-009 | pending | 4x | Read trace |
| high | Recurring Operational Drift | Guardrail Friction Fix the reply-construction prompt and add a safe substitution layer before external replies reach the guardrail. | privacy-boundary blocked 18 attempt(s) over P7D for reason customer-identifier-in-external-reply | Support Agent trace-gap-support-guardrail-002 | pending | 12x | Read trace |
| high | Recurring Operational Drift | Guardrail Friction Fix the reply-construction prompt and add a safe substitution layer before external replies reach the guardrail. | privacy-boundary blocked 31 attempt(s) over P14D for reason customer-identifier-in-external-reply | Support Agent trace-gap-support-guardrail-003 | pending | 12x | Read trace |
| high | Recurring Operational Drift | Guardrail Friction Fix the reply-construction prompt and add a safe substitution layer before external replies reach the guardrail. | privacy-boundary blocked 12 attempt(s) over P3D for reason customer-identifier-in-external-reply | Support Agent trace-gap-support-guardrail-004 | pending | 12x | Read trace |
| high | Recurring Operational Drift | Guardrail Friction Fix the reply-construction prompt and add a safe substitution layer before external replies reach the guardrail. | privacy-boundary blocked 18 attempt(s) over P7D for reason customer-identifier-in-external-reply | Support Agent trace-gap-support-guardrail-002 | pending | 12x | Read trace |
| high | Recurring Operational Drift | Guardrail Friction Fix the reply-construction prompt and add a safe substitution layer before external replies reach the guardrail. | privacy-boundary blocked 31 attempt(s) over P14D for reason customer-identifier-in-external-reply | Support Agent trace-gap-support-guardrail-003 | pending | 12x | Read trace |
| high | Recurring Operational Drift | Guardrail Friction Fix the reply-construction prompt and add a safe substitution layer before external replies reach the guardrail. | privacy-boundary blocked 12 attempt(s) over P3D for reason customer-identifier-in-external-reply | Support Agent trace-gap-support-guardrail-004 | pending | 12x | Read trace |
| high | Recurring Operational Drift | Guardrail Friction Fix the reply-construction prompt and add a safe substitution layer before external replies reach the guardrail. | privacy-boundary blocked 18 attempt(s) over P7D for reason customer-identifier-in-external-reply | Support Agent trace-gap-support-guardrail-002 | pending | 12x | Read trace |
| high | Recurring Operational Drift | Guardrail Friction Fix the reply-construction prompt and add a safe substitution layer before external replies reach the guardrail. | privacy-boundary blocked 31 attempt(s) over P14D for reason customer-identifier-in-external-reply | Support Agent trace-gap-support-guardrail-003 | pending | 12x | Read trace |
| high | Recurring Operational Drift | Guardrail Friction Fix the reply-construction prompt and add a safe substitution layer before external replies reach the guardrail. | privacy-boundary blocked 12 attempt(s) over P3D for reason customer-identifier-in-external-reply | Support Agent trace-gap-support-guardrail-004 | pending | 12x | Read trace |
| high | Recurring Operational Drift | latent-false-success-drift Escalate the incident workflow to enforce metric recovery at the status-update boundary and convert this cluster into a regression eval. | operational_signals: incident marked resolved, metric recovery failed, restart succeeded | Incident Agent trace-gap-devops-false-resolution-001 | confirmed | 12x | Read trace |
| high | Recurring Operational Drift | latent-false-success-drift Escalate the incident workflow to enforce metric recovery at the status-update boundary and convert this cluster into a regression eval. | operational_signals: incident marked resolved, metric recovery failed, restart succeeded | Incident Agent trace-gap-devops-latency-false-resolution-002 | pending | 12x | Read trace |
| high | Recurring Operational Drift | latent-false-success-drift Escalate the incident workflow to enforce metric recovery at the status-update boundary and convert this cluster into a regression eval. | operational_signals: incident marked resolved, metric recovery failed, restart succeeded | Incident Agent trace-gap-devops-webhook-false-resolution-003 | pending | 12x | Read trace |
| high | Recurring Operational Drift | latent-false-success-drift Escalate the incident workflow to enforce metric recovery at the status-update boundary and convert this cluster into a regression eval. | operational_signals: incident marked resolved, metric recovery failed, restart succeeded | Incident Agent trace-gap-devops-email-false-resolution-004 | pending | 12x | Read trace |
| high | Recurring Operational Drift | latent-false-success-drift Escalate the incident workflow to enforce metric recovery at the status-update boundary and convert this cluster into a regression eval. | operational_signals: incident marked resolved, metric recovery failed, restart succeeded | Incident Agent trace-gap-devops-false-resolution-001 | pending | 12x | Read trace |
| high | Recurring Operational Drift | latent-false-success-drift Escalate the incident workflow to enforce metric recovery at the status-update boundary and convert this cluster into a regression eval. | operational_signals: incident marked resolved, metric recovery failed, restart succeeded | Incident Agent trace-gap-devops-latency-false-resolution-002 | pending | 12x | Read trace |
| high | Recurring Operational Drift | latent-false-success-drift Escalate the incident workflow to enforce metric recovery at the status-update boundary and convert this cluster into a regression eval. | operational_signals: incident marked resolved, metric recovery failed, restart succeeded | Incident Agent trace-gap-devops-webhook-false-resolution-003 | pending | 12x | Read trace |
| high | Recurring Operational Drift | latent-false-success-drift Escalate the incident workflow to enforce metric recovery at the status-update boundary and convert this cluster into a regression eval. | operational_signals: incident marked resolved, metric recovery failed, restart succeeded | Incident Agent trace-gap-devops-email-false-resolution-004 | pending | 12x | Read trace |
| high | Recurring Operational Drift | latent-false-success-drift Escalate the incident workflow to enforce metric recovery at the status-update boundary and convert this cluster into a regression eval. | operational_signals: incident marked resolved, metric recovery failed, restart succeeded | Incident Agent trace-gap-devops-false-resolution-001 | pending | 12x | Read trace |
| high | Recurring Operational Drift | latent-false-success-drift Escalate the incident workflow to enforce metric recovery at the status-update boundary and convert this cluster into a regression eval. | operational_signals: incident marked resolved, metric recovery failed, restart succeeded | Incident Agent trace-gap-devops-latency-false-resolution-002 | pending | 12x | Read trace |
| high | Recurring Operational Drift | latent-false-success-drift Escalate the incident workflow to enforce metric recovery at the status-update boundary and convert this cluster into a regression eval. | operational_signals: incident marked resolved, metric recovery failed, restart succeeded | Incident Agent trace-gap-devops-webhook-false-resolution-003 | pending | 12x | Read trace |
| high | Recurring Operational Drift | latent-false-success-drift Escalate the incident workflow to enforce metric recovery at the status-update boundary and convert this cluster into a regression eval. | operational_signals: incident marked resolved, metric recovery failed, restart succeeded | Incident Agent trace-gap-devops-email-false-resolution-004 | pending | 12x | Read trace |
| high | Recurring Operational Drift | Guardrail Friction Review agent prompt and output pipeline to prevent customer identifiers from appearing in external reply construction. Add pre-send validation to block identifier inclusion. Escalate recurring pattern to compliance review. | guardrail_events contains type 'privacy-boundary' with reason 'customer-identifier-in-external-reply'. | Support Agent task-support-gf-001 | pending | 6x | Read trace |
| high | Recurring Operational Drift | Guardrail Friction Review agent prompt and output pipeline to prevent customer identifiers from appearing in external reply construction. Add pre-send validation to block identifier inclusion. Escalate recurring pattern to compliance review. | guardrail_events contains type 'privacy-boundary' with reason 'customer-identifier-in-external-reply'. | Support Agent task-support-gf-002 | pending | 6x | Read trace |
| high | Recurring Operational Drift | Guardrail Friction Review agent prompt and output pipeline to prevent customer identifiers from appearing in external reply construction. Add pre-send validation to block identifier inclusion. Escalate recurring pattern to compliance review. | guardrail_events contains type 'privacy-boundary' with reason 'customer-identifier-in-external-reply'. | Support Agent task-support-gf-003 | pending | 6x | Read trace |
| high | Recurring Operational Drift | Guardrail Friction Review agent prompt and output pipeline to prevent customer identifiers from appearing in external reply construction. Add pre-send validation to block identifier inclusion. Escalate recurring pattern to compliance review. | guardrail_events contains type 'privacy-boundary' with reason 'customer-identifier-in-external-reply'. | Support Agent task-support-gf-004 | pending | 6x | Read trace |
| high | Recurring Operational Drift | Guardrail Friction Review agent prompt and output pipeline to prevent customer identifiers from appearing in external reply construction. Add pre-send validation to block identifier inclusion. Escalate recurring pattern to compliance review. | guardrail_events contains type 'privacy-boundary' with reason 'customer-identifier-in-external-reply'. | Support Agent task-support-gf-005 | pending | 6x | Read trace |
| high | Recurring Operational Drift | Guardrail Friction Review agent prompt and output pipeline to prevent customer identifiers from appearing in external reply construction. Add pre-send validation to block identifier inclusion. Escalate recurring pattern to compliance review. | guardrail_events contains type 'privacy-boundary' with reason 'customer-identifier-in-external-reply'. | Support Agent task-support-gf-006 | pending | 6x | Read trace |
| medium | Context Ignored | Context Neglect 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. | lookup_account: plan: Enterprise; renewal_status: duplicate_charge_detected; csm_note: billing exception promised; annual_value: $64,000 | Support Agent trace-gap-refund-enterprise-002 | confirmed | 3x | Read trace |
| medium | Context Ignored | Context Neglect 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. | lookup_account: plan: Enterprise; renewal_status: duplicate_charge_detected; csm_note: billing exception promised; annual_value: $64,000 | Support Agent trace-gap-refund-enterprise-002 | pending | 3x | Read trace |
| medium | Context Ignored | Context Neglect 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. | lookup_account: plan: Enterprise; renewal_status: duplicate_charge_detected; csm_note: billing exception promised; annual_value: $64,000 | Support Agent trace-gap-refund-enterprise-002 | pending | 3x | Read trace |
| medium | Context Ignored | Context Neglect 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. | lookup_account: plan: Enterprise; contract: export SLA credit applies after 4 business hours degraded export service; outage_duration: 2 days | Support Agent trace-gap-credit-sla-001 | pending | 3x | Read trace |
| medium | Context Ignored | Context Neglect 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. | lookup_account: plan: Business; integration_attempts: 3 failed; prior_note: support promised cancellation review; renewal_days_left: 12 | Support Agent trace-gap-cancel-context-001 | pending | 3x | Read trace |
| medium | Context Ignored | Context Neglect 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. | lookup_account: plan: Enterprise; contract: export SLA credit applies after 4 business hours degraded export service; outage_duration: 2 days | Support Agent trace-gap-credit-sla-001 | pending | 3x | Read trace |
| medium | Context Ignored | Context Neglect 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. | lookup_account: plan: Business; integration_attempts: 3 failed; prior_note: support promised cancellation review; renewal_days_left: 12 | Support Agent trace-gap-cancel-context-001 | pending | 3x | Read trace |
| medium | Context Ignored | Context Neglect 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. | lookup_account: plan: Enterprise; contract: export SLA credit applies after 4 business hours degraded export service; outage_duration: 2 days | Support Agent trace-gap-credit-sla-001 | pending | 3x | Read trace |
| medium | Context Ignored | Context Neglect 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. | lookup_account: plan: Business; integration_attempts: 3 failed; prior_note: support promised cancellation review; renewal_days_left: 12 | Support Agent trace-gap-cancel-context-001 | pending | 3x | Read trace |
| low | Effort Shifted To Customer | Customer Effort Inflation Preserve prior customer context, assign an owner or escalation path when repeat contact is detected, and block resolutions that ask the customer to repeat already-provided information. | conversation_signals: customer asks for concrete next step, customer asks for owner, repeat contact | Support Agent trace-gap-effort-repeat-contact-001 | confirmed | 3x | Read trace |
| low | Effort Shifted To Customer | Customer Effort Inflation Preserve prior customer context, assign an owner or escalation path when repeat contact is detected, and block resolutions that ask the customer to repeat already-provided information. | conversation_signals: customer asks for concrete next step, customer asks for owner, repeat contact | Support Agent trace-gap-effort-repeat-contact-001 | pending | 3x | Read trace |
| low | Effort Shifted To Customer | Customer Effort Inflation Preserve prior customer context, assign an owner or escalation path when repeat contact is detected, and block resolutions that ask the customer to repeat already-provided information. | conversation_signals: customer asks for concrete next step, customer asks for owner, repeat contact | Support Agent trace-gap-effort-repeat-contact-001 | pending | 3x | Read trace |
| low | Effort Shifted To Customer | Customer Effort Inflation Preserve prior customer context, assign an owner or escalation path when repeat contact is detected, and block resolutions that ask the customer to repeat already-provided information. | conversation_signals: access still blocked, already tried self service, human request | Support Agent trace-gap-effort-self-service-loop-001 | pending | 3x | Read trace |
| low | Effort Shifted To Customer | Customer Effort Inflation Preserve prior customer context, assign an owner or escalation path when repeat contact is detected, and block resolutions that ask the customer to repeat already-provided information. | conversation_signals: access still blocked, already tried self service, human request | Support Agent trace-gap-effort-self-service-loop-001 | pending | 3x | Read trace |
| low | Effort Shifted To Customer | Customer Effort Inflation Preserve prior customer context, assign an owner or escalation path when repeat contact is detected, and block resolutions that ask the customer to repeat already-provided information. | conversation_signals: access still blocked, already tried self service, human request | Support Agent trace-gap-effort-self-service-loop-001 | pending | 3x | Read trace |
| low | Effort Shifted To Customer | Customer Effort Inflation Preserve prior customer context, assign an owner or escalation path when repeat contact is detected, and block resolutions that ask the customer to repeat already-provided information. | conversation_signals: already explained issue, customer requests escalation, repeat information | Support Agent trace-gap-effort-handoff-no-summary-001 | pending | 3x | Read trace |
| low | Effort Shifted To Customer | Customer Effort Inflation Preserve prior customer context, assign an owner or escalation path when repeat contact is detected, and block resolutions that ask the customer to repeat already-provided information. | conversation_signals: already explained issue, customer requests escalation, repeat information | Support Agent trace-gap-effort-handoff-no-summary-001 | pending | 3x | Read trace |
| low | Effort Shifted To Customer | Customer Effort Inflation Preserve prior customer context, assign an owner or escalation path when repeat contact is detected, and block resolutions that ask the customer to repeat already-provided information. | conversation_signals: already explained issue, customer requests escalation, repeat information | Support Agent trace-gap-effort-handoff-no-summary-001 | pending | 3x | Read trace |