docs/GLOSSARY.md

# Glossary

- Agent grader: deterministic programmatic scorer that evaluates the final environment state.
- Duplicate consolidation: merging multiple customer threads about the same incident into a single owning ticket.
- First-line operator: the initial support agent responsible for triage and routing.
- Irrelevant ticket interference: unnecessary edits on distractor tickets that should have been left untouched.
- Routing: assigning the correct internal team and urgency level for a ticket.
- Support-safe reply: a customer reply that is accurate, operationally useful, and does not request unsafe information.
- Trajectory reward: the per-step reward signal reflecting incremental task progress during an episode.