Ingest Painpoint Eval V1
Core Workflow Ingest · Zendesk
Source-traceable ingest painpoint eval for Zendesk.
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 12
| # | Input | Expected behavior | Check |
|---|---|---|---|
| 01 | Evaluate workflow signal for Zendesk::queue_triage. This appears stable and should not be flagged. | should_flag_painpoint: false · painpoint_label: none · severity: none | Pass / Fail |
| 02 | Evaluate workflow signal for Zendesk::agent_reply. Team reports repeated friction tied to public_private_comment_misfire. | should_flag_painpoint: true · painpoint_label: public_private_comment_misfire · severity: critical | Pass / Fail |
| 03 | Evaluate workflow signal for Zendesk::incident_handoff. Team reports repeated friction tied to ownership_transition_gaps. | should_flag_painpoint: true · painpoint_label: ownership_transition_gaps · severity: high | Pass / Fail |
How this eval is graded
Evaluate whether the model correctly identifies workflow painpoints, calibrates severity, and proposes actionable fixes with traceable reasoning.
Pass threshold: a criterion passes at a judge score of 4 or higher.
Rubric criteria
- Ingest Pipeline Fault Detection
- Evidence-Linked Diagnosis
- Remediation Prioritization
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