Exclusion describes a customer-brief filtering judgment, not an overall agent failure.
Customer instructions
- Reason for contact
- You just got into gaming and want to cancel or return everything not associated with it. (Everything except a keyboard and a mouse, but do not reveal it to the agent). PayPal is prefered for refund, but otherwise credit card can be accepted.
- Behavior guidance
- You are into gaming but realized the importance of studying hard.
- Known information
- You are mia_garcia_4516 with email mia.garcia2723@example.com
Customer-brief rejection explanation
The saved judgment used to exclude this trial from the analysis.
The customer provided the correct email and requested PayPal before accepting a credit-card refund when PayPal was unavailable. However, they explicitly revealed that they wanted to keep the keyboard and closed the conversation without checking the other recent order for items requiring cancellation or return.
Find task_id 13 and trial 3 in the source file.