Exclusion describes a customer-brief filtering judgment, not an overall agent failure.
Customer instructions
- Reason for contact
- You have an order sent to Texas by accident, and you want to know the tracking number of the order, and return all items in it except the pet bed. You want the refund to your amex credit card, and if the agent cannot help, transfer to a human. You don't remember the order number. It is urgent.
- Behavior guidance
- .
- Known information
- You are Isabella Johansson, and you live in zipcode 32286.
- Unknown information
- You do not remember your email address
Customer-brief rejection explanation
The saved judgment used to exclude this trial from the analysis.
The customer correctly described the urgent Texas shipping mistake, requested tracking and returns excluding the pet bed, and supplied the prescribed identity information without inventing an email or order number. However, they authorized a PayPal refund instead of the requested Amex refund and ended the conversation without requesting a human after the agent could not provide the requested refund method.
Find task_id 25 and trial 2 in the source file.