Trace Artifact

trace-gap-credit-sla-001

open in Arize Phoenix
resolvedsla-credit-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 #9011 - Finmark asks for SLA credit after two days of degraded exports. Contract says export outage credit applies after four business hours.

Task

Assess SLA credit eligibility and reply with the appropriate remedy.

Output

No credit is available because the service was not fully down. Ticket resolved.

Audit agent judgment

Expected output

Receive the service credit promised by the contract for export degradation.

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: Enterprise; contract: export SLA credit applies after 4 business hours degraded export service; outage_duration: 2 days
  • policy_search: SLA Policy v3. Enterprise export degradation above four business hours qualifies for monthly service credit even when the platform is not fully down.
  • final_response_summary: No credit is available because the service was not fully down. Ticket resolved.

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: Enterprise; contract: export SLA credit applies after 4 business hours degraded export service; outage_duration: 2 days
  • policy_search: SLA Policy v3. Enterprise export degradation above four business hours qualifies for monthly service credit even when the platform is not fully down.
  • final_response_summary: No credit is available because the service was not fully down. Ticket resolved.

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: Enterprise; contract: export SLA credit applies after 4 business hours degraded export service; outage_duration: 2 days
  • policy_search: SLA Policy v3. Enterprise export degradation above four business hours qualifies for monthly service credit even when the platform is not fully down.
  • final_response_summary: No credit is available because the service was not fully down. Ticket resolved.

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 cites contract termcustomer requests SLA credit

Operational

contract credit clause retrievedexternal denial sentpartial outage treated as no outage

Business

SLA credit exposurecontractual trust risk

Support context

case_id
case-sla-credit-001
issue_category
sla-credit
channel
email
customer_segment
enterprise
escalation_offered
false

Source refs

other
{
  "task_id": "trace-gap-credit-sla-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": [
    "SLA credit exposure",
    "contractual trust risk"
  ],
  "company_task": "Assess SLA credit eligibility and reply with the appropriate remedy.",
  "conversation_signals": [
    "customer cites contract term",
    "customer requests SLA credit"
  ],
  "customer_goal": "Receive the service credit promised by the contract for export degradation.",
  "customer_input_summary": "Customer requests SLA credit for two days of degraded exports and references contract terms.",
  "declared_goal": "Assess SLA credit eligibility and reply with the appropriate remedy.",
  "final_output_summary": "No credit is available because the service was not fully down. Ticket resolved.",
  "final_response_summary": "No credit is available because the service was not fully down. Ticket resolved.",
  "guardrail_events": [],
  "memory_writes": [],
  "operational_signals": [
    "contract credit clause retrieved",
    "external denial sent",
    "partial outage treated as no outage"
  ],
  "run_id": "3551576d-ad4c-482e-a91d-5f9760beb532",
  "sensitive_entity_types": [],
  "source": "live-traces",
  "source_refs": [
    {
      "source": "other"
    }
  ],
  "support_context": {
    "case_id": "case-sla-credit-001",
    "issue_category": "sla-credit",
    "channel": "email",
    "customer_segment": "enterprise",
    "escalation_offered": false
  },
  "task_type": "sla-credit-request",
  "timestamp": "2026-06-10T05:12:24.954Z",
  "tool_facts": [
    {
      "tool": "lookup_account",
      "status": "success",
      "fact": "lookup_account: plan: Enterprise; contract: export SLA credit applies after 4 business hours degraded export service; outage_duration: 2 days"
    },
    {
      "tool": "policy_search",
      "status": "success",
      "fact": "policy_search: SLA Policy v3. Enterprise export degradation above four business hours qualifies for monthly service credit even when the platform is not fully down."
    },
    {
      "tool": "draft_reply",
      "status": "success",
      "fact": "draft_reply: Draft reply queued: No credit is available because the service was not fully down. I have marked the ticket resolved."
    }
  ],
  "updated_at": "2026-06-10T14:30:32.601Z",
  "user_input_summary": "Customer requests SLA credit for two days of degraded exports and references contract terms.",
  "verification_artifacts": [],
  "phoenix_trace_id": "8152bda0c4caf15a6b75005d730b17b9"
}