Capture how experienced support teams diagnose requests, use account context, apply policy and reach a verified resolution.
Scope this workflowA screen recording or final answer does not explain why experienced people make good customer support decisions. A useful capture preserves the approved evidence, decision points, exceptions and verified outcome without collecting unrelated activity.
Choose a real customer support outcome with a clear start and finish. Define permitted systems, sensitive regions, expected artifacts and stopping conditions before capture so contributors know exactly what is in scope.
The valuable evidence is not a list of clicks. Experts explain which facts changed their decision, which policy or standard applied, what uncertainty remained and when a person or a different role needed to take over.
Review confirms whether the intended business outcome actually occurred and whether controls were followed. Accepted episodes become demonstrations; corrected or failed cases become regression tests and critical-failure checks for later agent versions.
Reviewers score shared customer support cases before production and compare meaningful differences. Calibration clarifies ambiguous instructions, aligns severity thresholds and identifies where the rubric needs another example or a mandatory escalation rule.
Evaluation is not finished when an agent passes once. Teams should sample completed work, track failure clusters and add corrected incidents to the regression set. A release gate is valuable only when it remains connected to real outcomes and changing operating conditions.
APPROVED CAPTURE SCOPE
EXPERT JUDGMENT
REUSABLE CUSTOMER ASSETS
RISK AND REVIEW