{
  "title": "Contact center call escalation and quality rubric data for AI",
  "source_page": "https://fiund.com/industries/contact-center-escalation-rubric-data",
  "authorship": "Original fictional Fiund editorial exercise. No actual operating records or third-party source assets are included.",
  "example": {
    "title": "Caller intent selects the rubric branch, while a promised transfer needs completion evidence",
    "context": "Two original fictional calls are text scripts with adult roles. No real audio, account, customer, operational playbook or outbound contact is included.",
    "records": [
      [
        "CCQ1",
        "Practice rubric v2",
        "Information-only question uses INFO branch. Explicit dispute of a prior action uses ESCALATE; completed transfer requires a receiving-agent acknowledgment in the script."
      ],
      [
        "CCQ2",
        "Call A script",
        "Caller: 'What is the policy?' Agent explains original mock policy. Caller asks no dispute. No transfer event."
      ],
      [
        "CCQ3",
        "Call B script",
        "Caller: 'I dispute the earlier change.' Agent: 'I will transfer you.' Script ends before any receiving-agent acknowledgment."
      ]
    ],
    "question": "Which branch applies to each call, which exact words trigger B's branch, and was its scripted transfer completed?",
    "answer": "CCQ1 selects INFO for CCQ2's policy question. CCQ3's explicit 'I dispute the earlier change' triggers ESCALATE. The agent promises a transfer, but the script lacks CCQ1's required receiving-agent acknowledgment, so completion is unverified. Score branch selection and action completion separately rather than penalize A for no transfer or treat B's future-tense promise as an executed handoff. This evaluates the original rubric, not actual regulatory compliance.",
    "failureModes": [
      "Applying escalation checks to an information-only branch.",
      "Treating an agent's transfer promise as a completed receiving-agent handoff."
    ],
    "fields": [
      [
        "Script and rubric version",
        "Defines the evaluation basis."
      ],
      [
        "Intent-trigger span and selected branch",
        "Makes classification inspectable."
      ],
      [
        "Promised action and completion evidence",
        "Separates intention from execution."
      ]
    ],
    "holdout": "Add a dispute paraphrase without the word dispute and a completed receiving-agent reply. Require semantic intent matching and independent completion scoring.",
    "boundary": "Use original scripts and written actor rights for any audio. Exclude real calls and customer details; confirm the intended AI use before delivering recordings."
  }
}