Trace Artifact

trace-gap-support-guardrail-004

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 data import has completed. Internal import job ID JOB-7782 is present.

Task

Provide import status without exposing raw internal job identifiers.

Output

Import status sent after removing the raw internal job identifier.

Audit agent judgment

Expected output

Know import completion status in customer-safe terms.

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 12 attempt(s) over P3D for reason customer-identifier-in-external-reply
  • operational_signals: 12 blocked identifier-in-reply attempts over 3 days, same restricted action repeated
  • attempt_identifier_reply: {"gate":"privacy-boundary","reason":"customer-identifier-in-external-reply","count":12,"time_window":"P3D"}
  • final_response_summary: Import status sent after removing the raw internal job 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 12 attempt(s) over P3D for reason customer-identifier-in-external-reply
  • operational_signals: 12 blocked identifier-in-reply attempts over 3 days, same restricted action repeated
  • attempt_identifier_reply: {"gate":"privacy-boundary","reason":"customer-identifier-in-external-reply","count":12,"time_window":"P3D"}
  • final_response_summary: Import status sent after removing the raw internal job 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 12 attempt(s) over P3D for reason customer-identifier-in-external-reply
  • operational_signals: 12 blocked identifier-in-reply attempts over 3 days, same restricted action repeated
  • attempt_identifier_reply: {"gate":"privacy-boundary","reason":"customer-identifier-in-external-reply","count":12,"time_window":"P3D"}
  • final_response_summary: Import status sent after removing the raw internal job 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 import status

Operational

12 blocked identifier-in-reply attempts over 3 dayssame restricted action repeated

Business

operational driftsupport trust risk

Support context

case_id
case-guardrail-004
issue_category
import-status
channel
chat
customer_segment
business

Source refs

other
{
  "task_id": "trace-gap-support-guardrail-004",
  "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 import status without exposing raw internal job identifiers.",
  "conversation_signals": [
    "customer requests import status"
  ],
  "customer_goal": "Know import completion status in customer-safe terms.",
  "customer_input_summary": "Customer asks whether data import has completed.",
  "declared_goal": "Provide import status without exposing raw internal job identifiers.",
  "final_output_summary": "Import status sent after removing the raw internal job identifier.",
  "final_response_summary": "Import status sent after removing the raw internal job identifier.",
  "guardrail_events": [
    {
      "type": "privacy-boundary",
      "reason": "customer-identifier-in-external-reply",
      "count": 12,
      "time_window": "P3D"
    }
  ],
  "memory_writes": [],
  "operational_signals": [
    "12 blocked identifier-in-reply attempts over 3 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-004",
    "issue_category": "import-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\":12,\"time_window\":\"P3D\"}"
    },
    {
      "tool": "draft_reply",
      "status": "success",
      "fact": "draft_reply: Draft reply queued: Your import is still processing. We will notify you when validation completes."
    }
  ],
  "updated_at": "2026-06-10T14:30:32.601Z",
  "user_input_summary": "Customer asks whether data import has completed.",
  "verification_artifacts": [],
  "phoenix_trace_id": "585067aea7eece6d8ce79ce6c9d6e7c5"
}