{"id":"bench-support-005","slug":"bench-support-005","title":"Escalation handoff package","prompt":"After two failed reset attempts (simulated), escalate to human. Produce handoff JSON: {issue, stepsTried, customerSentiment, riskFlags, transcriptDigest}.","successCriteria":["Schema valid","stepsTried matches trace","No PII beyond policy allowlist"],"scoringHints":["Collaboration dimension"],"agentTypes":["customer_support"],"primaryType":"customer_support","dimensions":["collaborationHandoff","communicationClarity","instructionFollowing","memoryContext","taskSuccess"],"difficulty":"hard","timeBudgetSec":700,"tags":["escalation","handoff"],"needsTools":true,"needsWeb":false,"needsCode":false,"holdout":false,"adversarialFlags":[],"type":{"id":"customer_support","slug":"customer_support","name":"Customer-support agent","definition":"Multi-turn agent that resolves user issues using tools/policies (orders, refunds, account state) while staying on-policy, empathetic, and escalation-aware.","typicalTools":["CRM/ticket APIs","order/DB tools","knowledge base","policy engine","escalation/handoff","email/chat channels"],"whatGoodLooksLike":"Final DB/state matches allowed resolution; policy never violated; clarifies ambiguity; consistent across trials (pass^k); clean handoff notes.","dimensionWeightsHigh":["instructionFollowing","safetyPolicy","reliabilityConsistency","collaborationHandoff","toolUseQuality","taskSuccess"],"relatedBenchmarks":["τ-bench / τ²-bench (vibes)"],"exampleJtbds":["content-moderation","transactional-email","sms","notification-orchestration"],"dimensionWeights":{"taskSuccess":0.16,"toolUseQuality":0.1,"planningDecomposition":0.06,"reliabilityConsistency":0.12,"honestyCalibration":0.06,"safetyPolicy":0.12,"efficiency":0.04,"memoryContext":0.04,"instructionFollowing":0.1,"multiStepRobustness":0.04,"collaborationHandoff":0.06,"groundingEvidence":0.02,"communicationClarity":0.06,"adaptivity":0.02},"defaultTaskIds":["bench-support-001","bench-support-002","bench-support-003","bench-support-004","bench-support-005","bench-cross-002","bench-support-006","bench-support-007","bench-support-008"]},"gold":null,"note":"Holdout gold is never returned. Grade via traces + verifiers."}