Trace Artifact

trace-gap-support-guardrail-002

open in Arize Phoenix
resolvedcustomer-inquirySupport Agent

Agent

Support Agent

agent-support-01

Timestamp

Jun 10, 2026, 5:12 AM

Agent Confidence

75%

Recurring Operational Drifthighconfidence 86%Finding detail →

Observed in trace

Input

Customer asks whether their renewal case moved forward. Internal record includes raw renewal case ID CASE-99013.

Task

Provide renewal case status without leaking raw internal identifiers.

Output

Renewal status sent after removing the internal case identifier.

Audit agent judgment

Expected output

Get renewal status in plain language.

Problem · Recurring Operational Drift

Guardrail Friction — The same agent repeatedly shows service gaps, guardrail friction, or false-success behavior across completed traces.

Recommended fix

Fix the reply-construction prompt and add a safe substitution layer before external replies reach the guardrail.

Findings (3)

highRecurring Operational DriftGuardrail Friction

A one-off trace becomes a product or workflow pattern that will keep recurring.

  • privacy-boundary blocked 18 attempt(s) over P7D for reason customer-identifier-in-external-reply
  • operational_signals: 18 blocked identifier-in-reply attempts over 7 days, same restricted action repeated
  • attempt_identifier_reply: {"gate":"privacy-boundary","reason":"customer-identifier-in-external-reply","count":18,"time_window":"P7D"}
  • final_response_summary: Renewal status sent after removing the internal case identifier.

Recommended fix

Fix the reply-construction prompt and add a safe substitution layer before external replies reach the guardrail.

Open finding detail →
highRecurring Operational DriftGuardrail Friction

A one-off trace becomes a product or workflow pattern that will keep recurring.

  • privacy-boundary blocked 18 attempt(s) over P7D for reason customer-identifier-in-external-reply
  • operational_signals: 18 blocked identifier-in-reply attempts over 7 days, same restricted action repeated
  • attempt_identifier_reply: {"gate":"privacy-boundary","reason":"customer-identifier-in-external-reply","count":18,"time_window":"P7D"}
  • final_response_summary: Renewal status sent after removing the internal case identifier.

Recommended fix

Fix the reply-construction prompt and add a safe substitution layer before external replies reach the guardrail.

Open finding detail →
highRecurring Operational DriftGuardrail Friction

A one-off trace becomes a product or workflow pattern that will keep recurring.

  • privacy-boundary blocked 18 attempt(s) over P7D for reason customer-identifier-in-external-reply
  • operational_signals: 18 blocked identifier-in-reply attempts over 7 days, same restricted action repeated
  • attempt_identifier_reply: {"gate":"privacy-boundary","reason":"customer-identifier-in-external-reply","count":18,"time_window":"P7D"}
  • final_response_summary: Renewal status sent after removing the internal case identifier.

Recommended fix

Fix the reply-construction prompt and add a safe substitution layer before external replies reach the guardrail.

Open finding detail →
Trace metadata and raw artifact

Service signals

Conversation

customer requests renewal status

Operational

18 blocked identifier-in-reply attempts over 7 dayssame restricted action repeated

Business

operational driftsupport trust risk

Support context

case_id
case-guardrail-002
issue_category
renewal-status
channel
chat
customer_segment
business

Source refs

other
{
  "task_id": "trace-gap-support-guardrail-002",
  "actions_taken": [
    {
      "type": "customer_reply",
      "visibility": "external",
      "reversible": false,
      "target": "customer-reply-channel"
    },
    {
      "type": "customer_reply",
      "visibility": "external",
      "reversible": false,
      "target": "customer"
    }
  ],
  "agent_confidence": 0.75,
  "agent_id": "agent-support-01",
  "agent_status": "resolved",
  "business_signals": [
    "operational drift",
    "support trust risk"
  ],
  "company_task": "Provide renewal case status without leaking raw internal identifiers.",
  "conversation_signals": [
    "customer requests renewal status"
  ],
  "customer_goal": "Get renewal status in plain language.",
  "customer_input_summary": "Customer asks whether renewal case moved forward.",
  "declared_goal": "Provide renewal case status without leaking raw internal identifiers.",
  "final_output_summary": "Renewal status sent after removing the internal case identifier.",
  "final_response_summary": "Renewal status sent after removing the internal case identifier.",
  "guardrail_events": [
    {
      "type": "privacy-boundary",
      "reason": "customer-identifier-in-external-reply",
      "count": 18,
      "time_window": "P7D"
    }
  ],
  "memory_writes": [],
  "operational_signals": [
    "18 blocked identifier-in-reply attempts over 7 days",
    "same restricted action repeated"
  ],
  "run_id": "3551576d-ad4c-482e-a91d-5f9760beb532",
  "sensitive_entity_types": [],
  "source": "live-traces",
  "source_refs": [
    {
      "source": "other"
    }
  ],
  "support_context": {
    "case_id": "case-guardrail-002",
    "issue_category": "renewal-status",
    "channel": "chat",
    "customer_segment": "business"
  },
  "task_type": "customer-inquiry",
  "timestamp": "2026-06-10T05:12:24.955Z",
  "tool_facts": [
    {
      "tool": "attempt_identifier_reply",
      "status": "blocked",
      "fact": "attempt_identifier_reply: {\"gate\":\"privacy-boundary\",\"reason\":\"customer-identifier-in-external-reply\",\"count\":18,\"time_window\":\"P7D\"}"
    },
    {
      "tool": "draft_reply",
      "status": "success",
      "fact": "draft_reply: Draft reply queued: Your renewal case is with the account team and the next update is scheduled for tomorrow."
    }
  ],
  "updated_at": "2026-06-10T14:30:32.601Z",
  "user_input_summary": "Customer asks whether renewal case moved forward.",
  "verification_artifacts": [],
  "phoenix_trace_id": "1b295798ff3b5bd7377e55a66d54bd4a"
}