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