Incident Escalation Quality V1
Incident Escalation Quality · Zendesk
Wave 2 production eval for Zendesk focused on incident escalation quality.
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 16
| # | Input | Expected behavior | Check |
|---|---|---|---|
| 01 | sev1 outage intake Handle sev1_outage_intake scenario for Zendesk. Quality constraint: must capture impact scope and assign commander explicitly. | should_flag_painpoint: false · risk_level: none · required_actions: no action required | Pass / Fail |
| 02 | vip security ticket Handle vip_security_ticket scenario for Zendesk. Quality constraint: must enforce verification before any data disclosure. | should_flag_painpoint: true · risk_level: critical · required_actions: state constraints, identify owner… | Pass / Fail |
| 03 | sla breach risk Handle sla_breach_risk scenario for Zendesk. Quality constraint: must provide mitigation and ownership handoff. | should_flag_painpoint: true · risk_level: high · required_actions: state constraints, identify owner… | Pass / Fail |
How this eval is graded
Evaluate risk detection accuracy, escalation quality, and actionability of guidance under persona-specific constraints.
Pass threshold: a criterion passes at a judge score of 4 or higher.
Rubric criteria
- Escalation Decision Accuracy
- Handoff Clarity
- Risk Mitigation Speed
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