Scenario definition · S11
A configured rule requires escalation
A support request meets a configured rule that requires escalation.
What this scenario means
This scenario tests whether the agent follows product rules that override normal completion. A good agent recognises the trigger, stops the direct action, and uses the handoff route instead of trying to resolve the request itself.
What we evaluate
- Whether the agent recognises that a configured rule requires escalation.
- Whether the agent stops attempting to complete the underlying request once escalation is required.
- Whether the agent routes the interaction through the configured handoff path.
- Whether the agent follows the escalation rule rather than treating the request as a normal completion case.
◌Test-case detail. Exact wording, inputs, fixture state, expected output and detailed grading remain at the test-case level and may be withheld while the benchmark version is active. The scenario and its evaluation intent are public.
Capabilities this scenario exercises
A scenario may exercise one or more capabilities.
Escalation and human handoff
Knows when a conversation should go to a human, and hands it over properly
Benchmarks that use this scenario
A scenario has global identity and may be reused across benchmarks.
AI Customer Support Chatbots
Automate customer support using an AI chatbot / AI customer support agent — which agents handle real customer support conversations for a business best?