Can Freshdesk Freddy make an agent's actions and tool calls inspectable?
Freshdesk Freddy passed this inspection scenario. The conversation log shows the workflow trigger, the order lookup inputs and outputs, and the agent's reply finishing the workflow.
1 of 1 test case passed
Every test case in this scenario has a result.
The test case
Each test case is judged on its own: Pass, Fail, Not gradable, or Untested. The scenario result above is based on this test case.
See the order-lookup tool callPassEvidence
We opened an existing conversation in the product's logs and inspected the recorded tool call.
Triggered workflow "Get Order Status" Collect info - Requesting inputs Collect info - Storing input values Executing action "Get Order Details" Inputs used {order_number} 41982 Outputs {delivery_address} 1470 Blake Street, Apt 6B, Denver, CO 80202 {item_summary} Linen sheet set, queen — Fog Grey {placed_at} 2026-08-21T18:40:11.453274Z {carrier} UPS {customer.return_window_days} 45 {tracking_number} 1Z999AA10123456784 {id} 41982 {estimated_delivery} 2026-08-28T18:40:11.453274Z {category} Bedding & Rugs {can_change_address} false {customer.name} Alice Prosser {amount_display} $164.00 {status} shipped 28 Aug, 12:02 PM AI Agent generated response I've pulled up your order 41982. Here are the key details: Status: Shipped Item: Linen sheet set, queen — Fog Grey (Bedding & Rugs) Amount: $164.00 Shipping to: 1470 Blake Street, Apt 6B, Denver, CO 80202 Carrier: UPS Tracking number: 1Z999AA10123456784 Estimated delivery: 2026-08-28 Address change: Not available (this order can no longer be updated). Return window: 45 days after delivery If you'd like, I can help you interpret the tracking or answer questions about delivery or returns for this order.
Transcribed from Proof 1 · Screen recording at 0:22
Transcribed from Proof 1 · Screen recording at 1:00
Every message the tool sent, in order (2)
- Final response (message 1 of 2)
Triggered workflow "Get Order Status" Collect info - Requesting inputs Collect info - Storing input values Executing action "Get Order Details" Inputs used {order_number} 41982 Outputs {delivery_address} 1470 Blake Street, Apt 6B, Denver, CO 80202 {item_summary} Linen sheet set, queen — Fog Grey {placed_at} 2026-08-21T18:40:11.453274Z {carrier} UPS {customer.return_window_days} 45 {tracking_number} 1Z999AA10123456784 {id} 41982 {estimated_delivery} 2026-08-28T18:40:11.453274Z {category} Bedding & Rugs {can_change_address} false {customer.name} Alice Prosser {amount_display} $164.00 {status} shipped 28 Aug, 12:02 PM AI Agent generated response
- Final response (message 2 of 2)
I've pulled up your order 41982. Here are the key details: Status: Shipped Item: Linen sheet set, queen — Fog Grey (Bedding & Rugs) Amount: $164.00 Shipping to: 1470 Blake Street, Apt 6B, Denver, CO 80202 Carrier: UPS Tracking number: 1Z999AA10123456784 Estimated delivery: 2026-08-28 Address change: Not available (this order can no longer be updated). Return window: 45 days after delivery If you'd like, I can help you interpret the tracking or answer questions about delivery or returns for this order.
| ✓ | Expected: The product shows the call happened.Found: The log shows the trigger, the order lookup step with inputs and outputs, and the agent reply that closes the workflow. |
The conversation log exposes the workflow trigger, the order lookup step with its inputs and outputs, and the agent reply that closes the workflow. That is the inspectable action trail this scenario requires.
Workflow counts shown. The metadata beside the transcript shows zero knowledge sources referred and one triggered workflow.
Reply prompt visible. The generation step exposes the prompt used for the agent's reply, so the log shows the reply-making step too.
Configuration and setup
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How this scenario is graded
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Each test case gets one result per tool: Pass, Fail or Not gradable. A test case we haven't run yet shows Untested. There are no partial results.
- Pass: the tool did everything the test expected, and nothing it said contradicts the correct answer.
- Fail: at least one expected behaviour clearly didn't happen; the test case's result says which one and quotes the tool.
- Not gradable: our evidence couldn't settle the outcome (for example a record we needed is missing). It is never counted as a fail, and the test case's result says what's missing.
Where this sits in the benchmark
This page is one cell of a larger study: one tool, one scenario. Only this benchmark's frame appears here.
| Level | Name | Scope |
|---|---|---|
| Benchmark | AI Customer Support Chatbots → | 26 scenarios · 14 tools |
| Capability | Analytics and observability → | |
| Scenario | Agent actions/tool calls can be inspected → | |
| Tool | Freshdesk Freddy → |
Global scenario definition → · Global capability definition → · Freshdesk Freddy product page →
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