Trace Artifact

trace-gap-cancel-context-001

open in Arize Phoenix
resolvedcancellation-requestSupport Agent

Agent

Support Agent

agent-support-01

Timestamp

Jun 10, 2026, 5:12 AM

Agent Confidence

75%

Context Ignoredmediumconfidence 90%Finding detail →

Observed in trace

Input

Ticket #9152 - BrightCart asks to cancel because the integration has failed three times and support already promised a cancellation path.

Task

Resolve cancellation request using prior support context and account policy.

Output

Cancellation cannot be processed. Please schedule another onboarding session.

Audit agent judgment

Expected output

Cancel the contract without repeating the failed integration process.

Problem · Context Ignored

Context Neglect — The agent had account, policy, or contract evidence that should have changed the answer, but closed the work against that context.

Recommended fix

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.

Findings (3)

mediumContext IgnoredContext Neglect

Eligible customers get denied, sent backward, or asked to redo work the system already knows about.

  • lookup_account: plan: Business; integration_attempts: 3 failed; prior_note: support promised cancellation review; renewal_days_left: 12
  • policy_search: Cancellation Policy v5. Three documented failed implementation attempts qualify for cancellation review without requiring another onboarding session.
  • final_response_summary: Cancellation cannot be processed. Please schedule another onboarding session.

Recommended fix

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.

Open finding detail →
mediumContext IgnoredContext Neglect

Eligible customers get denied, sent backward, or asked to redo work the system already knows about.

  • lookup_account: plan: Business; integration_attempts: 3 failed; prior_note: support promised cancellation review; renewal_days_left: 12
  • policy_search: Cancellation Policy v5. Three documented failed implementation attempts qualify for cancellation review without requiring another onboarding session.
  • final_response_summary: Cancellation cannot be processed. Please schedule another onboarding session.

Recommended fix

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.

Open finding detail →
mediumContext IgnoredContext Neglect

Eligible customers get denied, sent backward, or asked to redo work the system already knows about.

  • lookup_account: plan: Business; integration_attempts: 3 failed; prior_note: support promised cancellation review; renewal_days_left: 12
  • policy_search: Cancellation Policy v5. Three documented failed implementation attempts qualify for cancellation review without requiring another onboarding session.
  • final_response_summary: Cancellation cannot be processed. Please schedule another onboarding session.

Recommended fix

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.

Open finding detail →
Trace metadata and raw artifact

Service signals

Conversation

customer already tried onboarding three timescustomer asks to cancelcustomer cites prior promise

Operational

customer sent back to onboardingexternal reply sentprior support promise ignored

Business

churn intentcontract cancellation risk

Support context

case_id
case-cancel-001
issue_category
cancellation
channel
chat
customer_segment
mid-market
prior_contact_count
4
escalation_requested
true
escalation_offered
false
repeat_contact
true

Source refs

other
{
  "task_id": "trace-gap-cancel-context-001",
  "actions_taken": [
    {
      "type": "customer_reply",
      "visibility": "external",
      "reversible": false,
      "target": "customer"
    }
  ],
  "agent_confidence": 0.75,
  "agent_id": "agent-support-01",
  "agent_status": "resolved",
  "business_signals": [
    "churn intent",
    "contract cancellation risk"
  ],
  "company_task": "Resolve cancellation request using prior support context and account policy.",
  "conversation_signals": [
    "customer already tried onboarding three times",
    "customer asks to cancel",
    "customer cites prior promise"
  ],
  "customer_goal": "Cancel the contract without repeating the failed integration process.",
  "customer_input_summary": "Customer asks to cancel after three failed integration attempts and references a prior cancellation promise.",
  "declared_goal": "Resolve cancellation request using prior support context and account policy.",
  "final_output_summary": "Cancellation cannot be processed. Please schedule another onboarding session.",
  "final_response_summary": "Cancellation cannot be processed. Please schedule another onboarding session.",
  "guardrail_events": [],
  "memory_writes": [],
  "operational_signals": [
    "customer sent back to onboarding",
    "external reply sent",
    "prior support promise ignored"
  ],
  "run_id": "3551576d-ad4c-482e-a91d-5f9760beb532",
  "sensitive_entity_types": [],
  "source": "live-traces",
  "source_refs": [
    {
      "source": "other"
    }
  ],
  "support_context": {
    "case_id": "case-cancel-001",
    "issue_category": "cancellation",
    "channel": "chat",
    "customer_segment": "mid-market",
    "prior_contact_count": 4,
    "escalation_requested": true,
    "escalation_offered": false,
    "repeat_contact": true
  },
  "task_type": "cancellation-request",
  "timestamp": "2026-06-10T05:12:24.954Z",
  "tool_facts": [
    {
      "tool": "lookup_account",
      "status": "success",
      "fact": "lookup_account: plan: Business; integration_attempts: 3 failed; prior_note: support promised cancellation review; renewal_days_left: 12"
    },
    {
      "tool": "policy_search",
      "status": "success",
      "fact": "policy_search: Cancellation Policy v5. Three documented failed implementation attempts qualify for cancellation review without requiring another onboarding session."
    },
    {
      "tool": "draft_reply",
      "status": "success",
      "fact": "draft_reply: Draft reply queued: Cancellation cannot be processed. Please schedule another onboarding session and try the integration again."
    }
  ],
  "updated_at": "2026-06-10T14:30:32.601Z",
  "user_input_summary": "Customer asks to cancel after three failed integration attempts and references a prior cancellation promise.",
  "verification_artifacts": [],
  "phoenix_trace_id": "dd2a2f5d9ea77566ed4c615de8d1a136"
}