| Example conversation | LLM Judge | Original Prompt | Prompt Ambiguity | Update worked? | Updated prompt |
| The task was not successfully resolved by the agent; the user had to be transferred to a human agent after all troubleshooting steps failed VS The agent successfully troubleshoots the issue up to the point where a human agent is required for security reasons (SIM PIN/PUK retrieval), which is appropriate and not a failure of the agent | gpt-4.1 | Give the number of tasks successfully resolved. A task is considered resolved when the agent is able to provide a satisfactory resolution to the user and transfers to a human agent only if it is absolutely necessary (due to requirement of actions not under agent’s control) and not because of its inability to find a solution. Guidelines for task identification are as before | Whether escalation to human agent for SIM lock issue is under agent’s control or not | No | Give the number of tasks successfully resolved. A task is considered resolved when the agent is able to provide a satisfactory resolution to the user and transfers to a human agent only if user’s SIM is locked and needs human intervention to unlock. Guidelines for task identification are as before |
| The second task (unlocking SIM) is not resolved by the agent, as it requires escalation to a human agent VS The task was not fully resolved by the agent, as the user ultimately needed to be transferred to a human agent for SIM PIN/PUK unlock, which is outside the assistant’s scope. Therefore, the task is not counted as successfully resolved | gpt-4.1 | Give the number of tasks successfully resolved. A task is considered resolved when the agent is able to provide a satisfactory resolution to the user and transfers to a human agent only if it is absolutely necessary (due to requirement of actions not under agent’s control) and not because of its inability to find a solution. Guidelines for task identification are as before | Whether escalation to human agent for SIM lock issue is under agent’s control or not | No | Give the number of tasks successfully resolved. A task is considered resolved when the agent is able to provide a satisfactory resolution to the user and transfers to a human agent only if user’s SIM is locked and needs human intervention to unlock. Guidelines for task identification are as before |
| The agent successfully handled the task up to the point where escalation to a human agent was necessary due to SIM PIN/PUK security restrictions, which is appropriate and not a failure of the agent VS The second task (unlocking the SIM) could not be resolved by the agent due to security restrictions and was appropriately escalated to a human agent, which is acceptable as it is outside the agent’s control (not given success) | gpt-4.1 | Give the number of tasks successfully resolved. A task is considered resolved when the agent is able to provide a satisfactory resolution to the user and transfers to a human agent only if it is absolutely necessary (due to requirement of actions not under agent’s control) and not because of its inability to find a solution. Guidelines for task identification are as before | Whether escalation to human agent for SIM lock issue is under agent’s control or not | No | Give the number of tasks successfully resolved. A task is considered resolved when the agent is able to provide a satisfactory resolution to the user and transfers to a human agent only if user’s SIM is locked and needs human intervention to unlock. Guidelines for task identification are as before |
| The agent successfully resolved the task to the best of its ability. The issue was ultimately a SIM PIN lock, which requires human intervention for security reasons. The agent correctly identified this and transferred the user only when absolutely necessary VS The task was not fully resolved by the agent. The agent had to transfer the user to a human agent due to a SIM PIN lock, which is outside the agent’s control, so the task is not counted as succeeded | gpt-4.1 | Give the number of tasks successfully resolved. A task is considered resolved when the agent is able to provide a satisfactory resolution to the user and transfers to a human agent only if it is absolutely necessary (due to requirement of actions not under agent’s control) and not because of its inability to find a solution. Guidelines for task identification are as before | Whether escalation to human agent for SIM lock issue is under agent’s control or not | Yes | Give the number of tasks successfully resolved. A task is considered resolved when the agent is able to provide a satisfactory resolution to the user and transfers to a human agent only if user’s SIM is locked and needs human intervention to unlock. Guidelines for task identification are as before |
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| The agent followed a logical troubleshooting process, verifying account details, checking device settings, and confirming network configurations before escalating to a human agent when the issue could not be resolved through standard steps VS The agent was unable to fully resolve it and had to transfer the user to a human agent, so the task did not succeed | gpt-5-chat-latest | Give the number of tasks successfully resolved. A task is considered resolved when the agent is able to provide a satisfactory resolution to the user and transfers to a human agent only if it is absolutely necessary (due to requirement of actions not under agent’s control) and not because of its inability to find a solution. Guidelines for task identification are as before | What counts as a necessary escalation to human. Cases where agent tried several steps and was unable to help were flagged as necessary human intervention on the account that advaned support from human is required | NA | |