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 |
|---|---|---|---|---|---|---|---|
| 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 |
| 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 |