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| # 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. | |