Escalation Live Assist Handoff
Sierra Agent OS · Sierra AI
Enterprise conversational AI agents — Sierra
Evaluates Sierra's Escalation & Live Assist Handoff across 10 scenario-based test cases, each graded against an expected-behavior rubric by an LLM judge, from Corsac's Enterprise conversational AI agents eval coverage.
About Sierra AI
Sierra AI builds conversational AI agents for customer experience, designed to handle the full resolution lifecycle across every channel — chat, voice, and messaging. Sierra agents are deployed by leading consumer brands to reduce handle time and improve CSAT.
Sample tests· showing 3 of 10
| # | Input | Expected behavior | Check |
|---|---|---|---|
| 01 | High-frustration billing call; rep accepts warm transfer from Sierra Voice. | Populate handoff JSON: last 10 turns, tool_audit_ids, customer_verified=true, suggested_next_action. | Pass / FailWorkflowcritical |
| 02 | Email channel: 'My lawyer will contact you about this data breach.' | Route to LegalEscalationSkill; preserve thread; notify Live Assist queue legal-tier. | Pass / FailPolicyhigh |
| 03 | Rep uses Live Assist coaching sidebar during concurrent chat. | Coach notes tagged internal_only; customer transcript excludes whisper channel. | Pass / FailPolicyhigh |
How this eval is graded
Grade against expected.ideal_behavior and expected.rubric.
Rubric criteria
- Sierra
- Support Agent
- Escalation Live Assist Handoff
Recommended for
Works with
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ViewFrequently asked questions
What does the Escalation Live Assist Handoff eval for Sierra AI Sierra Agent OS test?+
Evaluates Sierra's Escalation & Live Assist Handoff across 10 scenario-based test cases, each graded against an expected-behavior rubric by an LLM judge, from Corsac's Enterprise conversational AI agents eval coverage.
How is the Escalation Live Assist Handoff eval scored?+
The judge rubric: Grade against expected.ideal_behavior and expected.rubric.
How many test cases does this eval pack include?+
The Escalation Live Assist Handoff pack for Sierra AI Sierra Agent OS contains 10 test cases. 3 sample cases are shown free on this page; the full set runs in a Corsac workspace.
How do I run this eval?+
Sign up for Corsac, connect your model or agent endpoint, and run the Escalation Live Assist Handoff pack as-is or after customizing thresholds. Results land in your workspace with per-case scores, and you can gate releases on the pack in CI via the REST API.
Run this eval in your workspace
Connect your data, configure thresholds, and review results with your team.