Trace Artifact

trace-gap-effort-handoff-no-summary-001

open in Arize Phoenix

resolvedescalation-requestSupport Agent

Agent

Support Agent

agent-support-01

Timestamp

Jun 10, 2026, 5:12 AM

Agent Confidence

75%

Effort Shifted To Customerlowconfidence 88%Finding detail →

Observed in trace

Input

Ticket #9342 - Customer asks for escalation after explaining the same data export bug in two prior chats.

Task

Escalate export bug with enough context for the next team to act.

Output

I am transferring you to another team. Please explain the export bug again when they join.

Audit agent judgment

Expected output

Be escalated without re-explaining the full bug history.

Problem · Effort Shifted To Customer

Customer Effort Inflation — The agent made the customer carry unresolved work: repeat information, retry a failed self-service path, or come back later without an owner.

Recommended fix

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.

Findings (3)

lowEffort Shifted To CustomerCustomer Effort Inflation

Repeat contact, frustration, and escalation pressure rise even though the ticket looks resolved.

conversation_signals: already explained issue, customer requests escalation, repeat information
operational_signals: customer asked to repeat details, handoff without summary, transfer presented as resolution
support_context: prior_contact_count=2, repeat_contact=true, escalation_requested=true
final_response_summary: I am transferring you to another team. Please explain the export bug again when they join.

Recommended fix

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.

Open finding detail →

lowEffort Shifted To CustomerCustomer Effort Inflation

Repeat contact, frustration, and escalation pressure rise even though the ticket looks resolved.

conversation_signals: already explained issue, customer requests escalation, repeat information
operational_signals: customer asked to repeat details, handoff without summary, transfer presented as resolution
support_context: prior_contact_count=2, repeat_contact=true, escalation_requested=true
final_response_summary: I am transferring you to another team. Please explain the export bug again when they join.

Recommended fix

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.

Open finding detail →

lowEffort Shifted To CustomerCustomer Effort Inflation

Repeat contact, frustration, and escalation pressure rise even though the ticket looks resolved.

conversation_signals: already explained issue, customer requests escalation, repeat information
operational_signals: customer asked to repeat details, handoff without summary, transfer presented as resolution
support_context: prior_contact_count=2, repeat_contact=true, escalation_requested=true
final_response_summary: I am transferring you to another team. Please explain the export bug again when they join.

Recommended fix

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.

Open finding detail →

Trace metadata and raw artifact

Service signals

Conversation

already explained issuecustomer requests escalationrepeat information

Operational

customer asked to repeat detailshandoff without summarytransfer presented as resolution

Business

escalation frictionsupport effort inflation

Support context

case_id: case-effort-003
issue_category: handoff
channel: chat
customer_segment: business
prior_contact_count: 2
escalation_requested: true
escalation_offered: true
repeat_contact: true

Source refs

other

{
  "task_id": "trace-gap-effort-handoff-no-summary-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": [
    "escalation friction",
    "support effort inflation"
  ],
  "company_task": "Escalate export bug with enough context for the next team to act.",
  "conversation_signals": [
    "already explained issue",
    "customer requests escalation",
    "repeat information"
  ],
  "customer_goal": "Be escalated without re-explaining the full bug history.",
  "customer_input_summary": "Customer asks for escalation after explaining the same data export bug in two prior chats.",
  "declared_goal": "Escalate export bug with enough context for the next team to act.",
  "final_output_summary": "I am transferring you to another team. Please explain the export bug again when they join.",
  "final_response_summary": "I am transferring you to another team. Please explain the export bug again when they join.",
  "guardrail_events": [],
  "memory_writes": [],
  "operational_signals": [
    "customer asked to repeat details",
    "handoff without summary",
    "transfer presented as resolution"
  ],
  "run_id": "3551576d-ad4c-482e-a91d-5f9760beb532",
  "sensitive_entity_types": [],
  "source": "live-traces",
  "source_refs": [
    {
      "source": "other"
    }
  ],
  "support_context": {
    "case_id": "case-effort-003",
    "issue_category": "handoff",
    "channel": "chat",
    "customer_segment": "business",
    "prior_contact_count": 2,
    "escalation_requested": true,
    "escalation_offered": true,
    "repeat_contact": true
  },
  "task_type": "escalation-request",
  "timestamp": "2026-06-10T05:12:24.954Z",
  "tool_facts": [
    {
      "tool": "lookup_account",
      "status": "success",
      "fact": "lookup_account: prior_chats: 2; issue: scheduled export missing filters; customer_requested_escalation: true"
    },
    {
      "tool": "draft_reply",
      "status": "success",
      "fact": "draft_reply: Draft reply queued: I am transferring you to another team. Please explain the export bug again when they join."
    }
  ],
  "updated_at": "2026-06-10T14:30:32.601Z",
  "user_input_summary": "Customer asks for escalation after explaining the same data export bug in two prior chats.",
  "verification_artifacts": [],
  "phoenix_trace_id": "4e55c4f3e25b1afc8e8366452bed3a8e"
}

Trace replay

What happened

Flagged steps are the parts GapAudit used as evidence.

01incoming task

Trace started from an incoming request

Ticket #9342 - Customer asks for escalation after explaining the same data export bug in two prior chats.

Inspect payload

Incoming task payload

Ticket #9342 - Customer asks for escalation after explaining the same data export bug in two prior chats.

Support context

{
  "case_id": "case-effort-003",
  "issue_category": "handoff",
  "channel": "chat",
  "customer_segment": "business",
  "prior_contact_count": 2,
  "escalation_requested": true,
  "escalation_offered": true,
  "repeat_contact": true
}

02assigned work

Agent interpreted the company task

Escalate export bug with enough context for the next team to act.

Inspect payload

Company task

Escalate export bug with enough context for the next team to act.

Declared goal

Escalate export bug while preserving customer context.

03tool callok

lookup_account

prior_chats: 2; issue: scheduled export missing filters; customer_requested_escalation: true

Inspect payload

Tool input

{
  "account_name": "Orchid Analytics",
  "account_snapshot": "prior_chats: 2; issue: scheduled export missing filters; customer_requested_escalation: true"
}

Tool output

prior_chats: 2; issue: scheduled export missing filters; customer_requested_escalation: true

Span timing

{
  "span_id": "lookup_account-step-1",
  "parent_span_id": null,
  "start_time": "2026-06-11T07:11:23.704Z",
  "end_time": null
}

04agent actionok

draft_reply

Draft reply queued: I am transferring you to another team. Please explain the export bug again when they join.

Inspect payload

Action input

{
  "content": "I am transferring you to another team. Please explain the export bug again when they join.",
  "recipient": "customer"
}

Action output

Draft reply queued: I am transferring you to another team. Please explain the export bug again when they join.

Span attributes

{
  "action_type": "customer_reply",
  "visibility": "external",
  "reversible": false,
  "target": "customer"
}

Span timing

{
  "span_id": "draft_reply-step-2",
  "parent_span_id": null,
  "start_time": "2026-06-11T07:11:23.704Z",
  "end_time": null
}

05final responseresolvedevidence

Agent completed the interaction

I am transferring you to another team. Please explain the export bug again when they join.

confidence 75%

final_response_summary: I am transferring you to another team. Please explain the export bug again when they join.

Inspect payload

Agent response

I am transferring you to another team. Please explain the export bug again when they join.

Recorded decision payload

{
  "task_id": "trace-gap-effort-handoff-no-summary-001",
  "declared_goal": "Escalate export bug while preserving customer context.",
  "status": "resolved",
  "confidence": 0.75
}

Recorded reasoning

Not captured in this trace. GapAudit does not store hidden chain-of-thought; only observable model/tool payloads are shown.