Agent Daily Work V1
Agent Daily Work · Zendesk
Zendesk support agent daily workflow eval focused on reply quality, queue noise, and resolution safety.
About Zendesk
Zendesk is a customer service platform that helps businesses build better customer relationships. Its AI-powered products handle billions of support interactions across email, chat, voice, and messaging, giving agents the context they need to resolve issues faster.
Sample tests· showing 3 of 100
| # | Input | Expected behavior | Check |
|---|---|---|---|
| 01 | Review this workflow signal for `Unify channels into one queue`: `Agents can handle email, chat, and social conversations from a single workspace.`. Should it be flagged as friction? | should_flag_painpoint: false · painpoint_label: none · severity: none | Pass / Fail |
| 02 | A support_agent reports: "An agent accidentally sends an internal note as a public reply and exposes internal context to the customer." while using `Reply and resolve tickets`. Diagnose likely root cause. | should_flag_painpoint: true · painpoint_label: public_private_comment_misfire · severity: critical | Pass / Fail |
| 03 | Given this observation in `Reply and resolve tickets`: "Solved tickets keep reopening with gratitude-only messages, inflating queues and distorting performance reporting.", decide whether to flag a pain point. | should_flag_painpoint: true · painpoint_label: thank_you_reopen_noise · severity: medium | Pass / Fail |
Rubric criteria
- Daily Queue Throughput
- Reply Precision
- Safety in Repetition
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