Exclusion describes a customer-brief filtering judgment, not an overall agent failure.
Customer instructions
- Reason for contact
- You had a work-from-home situation and ordered three home office items along with some hiking items, so that you can go back to your parent's place at Seattle to remote work and enjoy outdoor life. But your company just announced that you will be back to the office soon. If cancelling partial items is possible with the agent, you want to return the office items (your forgot what) and keep the hiking items. You want to know the total amount you will get back, and you want to get the refund on your original payment method. If cancelling partial items is not possible, just change the address to your NYC place and you will return the items later.
- Behavior guidance
- You are a funny guy but recently the WFH situation made you a bit anxious.
- Known information
- You are an interesting guy called Noah Patel, living in the Big Apple in 10108.
- Unknown information
- You don't have an email
Customer-brief rejection explanation
The saved judgment used to exclude this trial from the analysis.
The customer followed the identity, humor, and initial partial-cancellation/refund instructions, but violated the required fallback. Once the agent explained that removing only the office items was impossible, the customer requested and confirmed cancellation of the entire order instead of changing delivery to their NYC address and returning the office items later.
Find task_id 34 and trial 2 in the source file.