Gaps

Gap Analysis

84 shown / 84 total
SeverityGap TypeProblemCustomer EvidenceAgentStatusPatternTrace
criticalTrust-Damaging HandlingTrust-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
confirmed3xRead trace
criticalTrust-Damaging HandlingTrust-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
confirmed3xRead trace
criticalTrust-Damaging HandlingTrust-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
confirmed3xRead trace
criticalTrust-Damaging HandlingTrust-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
converted3xRead trace
criticalTrust-Damaging HandlingTrust-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
converted3xRead trace
criticalTrust-Damaging HandlingTrust-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
converted3xRead trace
criticalTrust-Damaging HandlingTrust-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
converted3xRead trace
criticalTrust-Damaging HandlingTrust-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
converted3xRead trace
criticalTrust-Damaging HandlingTrust-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
pending3xRead trace
criticalTrust-Damaging HandlingTrust-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
pending1xRead trace
criticalFalse ResolutionFalse 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
pending12xRead trace
criticalFalse ResolutionFalse 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
pending12xRead trace
criticalFalse ResolutionFalse 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
pending12xRead trace
criticalFalse ResolutionFalse 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
pending12xRead trace
criticalFalse ResolutionFalse 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
pending12xRead trace
criticalFalse ResolutionFalse 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
pending12xRead trace
criticalFalse ResolutionFalse 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
pending12xRead trace
criticalFalse ResolutionFalse 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
pending12xRead trace
criticalFalse ResolutionFalse 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
pending12xRead trace
criticalFalse ResolutionFalse 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
pending12xRead trace
criticalFalse ResolutionFalse 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
pending12xRead trace
criticalFalse ResolutionFalse 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
pending12xRead trace
criticalFalse ResolutionFalse 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
pending9xRead trace
criticalFalse ResolutionFalse 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
pending9xRead trace
criticalFalse ResolutionFalse 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
pending9xRead trace
criticalFalse ResolutionFalse 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
pending9xRead trace
criticalFalse ResolutionFalse 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
pending9xRead trace
criticalFalse ResolutionFalse 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
pending9xRead trace
criticalFalse ResolutionFalse 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
pending9xRead trace
criticalFalse ResolutionFalse 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
pending9xRead trace
criticalFalse ResolutionFalse 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
pending9xRead trace
highContext IgnoredEvidence-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
pending1xRead trace
highTrust-Damaging HandlingTrust-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
pending3xRead trace
highTrust-Damaging HandlingTrust-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
pending3xRead trace
highTrust-Damaging HandlingTrust-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
pending3xRead trace
highRecurring Operational Driftlatent-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
converted4xRead trace
highRecurring Operational Driftlatent-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
confirmed4xRead trace
highRecurring Operational Driftlatent-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
confirmed4xRead trace
highRecurring Operational Driftlatent-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
pending4xRead trace
highRecurring Operational DriftGuardrail 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
pending12xRead trace
highRecurring Operational DriftGuardrail 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
pending12xRead trace
highRecurring Operational DriftGuardrail 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
pending12xRead trace
highRecurring Operational DriftGuardrail 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
pending12xRead trace
highRecurring Operational DriftGuardrail 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
pending12xRead trace
highRecurring Operational DriftGuardrail 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
pending12xRead trace
highRecurring Operational DriftGuardrail 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
pending12xRead trace
highRecurring Operational DriftGuardrail 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
pending12xRead trace
highRecurring Operational DriftGuardrail 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
pending12xRead trace
highRecurring Operational Driftlatent-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
confirmed12xRead trace
highRecurring Operational Driftlatent-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
pending12xRead trace
highRecurring Operational Driftlatent-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
pending12xRead trace
highRecurring Operational Driftlatent-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
pending12xRead trace
highRecurring Operational Driftlatent-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
pending12xRead trace
highRecurring Operational Driftlatent-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
pending12xRead trace
highRecurring Operational Driftlatent-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
pending12xRead trace
highRecurring Operational Driftlatent-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
pending12xRead trace
highRecurring Operational Driftlatent-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
pending12xRead trace
highRecurring Operational Driftlatent-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
pending12xRead trace
highRecurring Operational Driftlatent-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
pending12xRead trace
highRecurring Operational Driftlatent-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
pending12xRead trace
highRecurring Operational DriftGuardrail 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
pending6xRead trace
highRecurring Operational DriftGuardrail 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
pending6xRead trace
highRecurring Operational DriftGuardrail 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
pending6xRead trace
highRecurring Operational DriftGuardrail 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
pending6xRead trace
highRecurring Operational DriftGuardrail 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
pending6xRead trace
highRecurring Operational DriftGuardrail 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
pending6xRead trace
mediumContext IgnoredContext 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
confirmed3xRead trace
mediumContext IgnoredContext 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
pending3xRead trace
mediumContext IgnoredContext 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
pending3xRead trace
mediumContext IgnoredContext 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
pending3xRead trace
mediumContext IgnoredContext 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
pending3xRead trace
mediumContext IgnoredContext 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
pending3xRead trace
mediumContext IgnoredContext 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
pending3xRead trace
mediumContext IgnoredContext 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
pending3xRead trace
mediumContext IgnoredContext 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
pending3xRead trace
lowEffort Shifted To CustomerCustomer 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
confirmed3xRead trace
lowEffort Shifted To CustomerCustomer 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
pending3xRead trace
lowEffort Shifted To CustomerCustomer 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
pending3xRead trace
lowEffort Shifted To CustomerCustomer 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
pending3xRead trace
lowEffort Shifted To CustomerCustomer 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
pending3xRead trace
lowEffort Shifted To CustomerCustomer 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
pending3xRead trace
lowEffort Shifted To CustomerCustomer 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
pending3xRead trace
lowEffort Shifted To CustomerCustomer 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
pending3xRead trace
lowEffort Shifted To CustomerCustomer 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
pending3xRead trace