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 | 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 |