Exclusion describes a customer-brief filtering judgment, not an overall agent failure.
Customer instructions
- Reason for contact
- You recently faced a financial issue and want to cancel or return all possible orders. First, cancel the orders that haven't arrived yet. Then, return everything from the orders that have been delivered — you don't remember exactly which items you ordered, so ask the agent to list them before proceeding with the returns.
- Behavior guidance
- You are now emotional and a bit stressed out. You like to talk a lot and explain your situation.
- Known information
- You are Amelia, and you have two emails: silva7872@example.com and amelia.silva7872@example.com. You live in Philadelphia, and you are a loyal customer.
Customer-brief rejection explanation
The saved judgment used to exclude this trial from the analysis.
The customer conveyed financial stress, supplied both correct emails, requested cancellation of both pending orders, and confirmed returns of all delivered items. However, they did not ask the agent to list the delivered items before proceeding with returns, as explicitly required.
Find task_id 55 and trial 3 in the source file.