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Customer support

● Active v31

Owner: Priya Raman · Support Operations Lead · Created 2025-08-22 · 30-day rolling window · open agent UI →

Overview Operate Failures Eval cases 214 Skills 12 Audit Triggers Integrations Permissions

First-contact resolution · last 30 days

73.4% ↑ 8.1 pts vs baseline

Baseline 65.3% on 2026-04-02 · 5 improvements approved · 1 rolled back

First-contact resolution Baseline (no changes) Approved improvement

Active failure clusters · 3

View all →

Refund eligibility hallucination on subscription cancellations

High 32 traces · First seen 2026-04-18 · Channel: chat

Proposal ready

user: "cancel and refund my annual plan"
agent quoted prorated refund · actual policy: no refund after 30 days
4 cases reached supervisor escalation

Review proposal → Gate: 14 / 14 passing

Order-status replies missing carrier handoff context

Medium 18 traces · First seen 2026-04-24

Generating proposal…

"where is my order" → "shipped on Monday" without tracking link
follow-up rate 42% on these threads

Tone drift on long-running negative threads

Low 11 traces · First seen 2026-04-27

Awaiting more signal

Recent improvements · 30 days

Audit trail →

Order-status grounding

Priya Raman approved · 6h ago · gate 13/13

+1.7 pts

Tone-softening rewrite (rolled back)

Priya Raman rolled back · 8d ago · canary regressed

−1.2 pts

Refund-policy lookup

Priya Raman approved · 13d ago · gate 11/11

+1.9 pts

Tier-2 escalator

Priya Raman approved · 18d ago · gate 9/9

+1.3 pts

KB ranker

Priya Raman approved · 26d ago · gate 8/8

+1.1 pts

Trace volume · 7d

9,438

Avg 1,348 / day · 0 dropped

Eval coverage

214 cases

68 cluster-derived · 146 hand-picked

Gate pass rate · 30d

83%

5 approvals · 1 rolled back

Skill versions

12 active skills · last update 6h