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      "reference_parity": {
        "max_abs_score_error": 0.3179318904876709,
        "mean_abs_score_error": 0.06619790320595105,
        "top1_agreement_count": 12,
        "case_count": 12,
        "top1_agreement": 1.0,
        "max_abs_probability_error": 0.008738090302819967,
        "softmax_temperature": 4.136820402388508,
        "cases": [
          {
            "id": "short-0",
            "reference_top1": 0,
            "backend_top1": 0,
            "top1_agrees": true,
            "reference_top1_margin": 4.795140266418457,
            "max_abs_score_error": 0.07144546508789062,
            "max_abs_probability_error": 0.0012779195943749266
          },
          {
            "id": "short-1",
            "reference_top1": 1,
            "backend_top1": 1,
            "top1_agrees": true,
            "reference_top1_margin": 0.07940483093261719,
            "max_abs_score_error": 0.0418548583984375,
            "max_abs_probability_error": 0.0017993088613573738
          },
          {
            "id": "short-2",
            "reference_top1": 1,
            "backend_top1": 1,
            "top1_agrees": true,
            "reference_top1_margin": 0.01363372802734375,
            "max_abs_score_error": 0.16184139251708984,
            "max_abs_probability_error": 0.002738455778579174
          },
          {
            "id": "short-3",
            "reference_top1": 2,
            "backend_top1": 2,
            "top1_agrees": true,
            "reference_top1_margin": 0.7965888977050781,
            "max_abs_score_error": 0.07842445373535156,
            "max_abs_probability_error": 0.003770527562851289
          },
          {
            "id": "short-4",
            "reference_top1": 11,
            "backend_top1": 11,
            "top1_agrees": true,
            "reference_top1_margin": 4.4699437618255615,
            "max_abs_score_error": 0.3179318904876709,
            "max_abs_probability_error": 0.005527817016380943
          },
          {
            "id": "long-0",
            "reference_top1": 0,
            "backend_top1": 0,
            "top1_agrees": true,
            "reference_top1_margin": 2.5378684997558594,
            "max_abs_score_error": 0.15029525756835938,
            "max_abs_probability_error": 0.008738090302819967
          },
          {
            "id": "long-1",
            "reference_top1": 2,
            "backend_top1": 2,
            "top1_agrees": true,
            "reference_top1_margin": 0.26798343658447266,
            "max_abs_score_error": 0.06826114654541016,
            "max_abs_probability_error": 0.0018109600113239699
          },
          {
            "id": "long-2",
            "reference_top1": 3,
            "backend_top1": 3,
            "top1_agrees": true,
            "reference_top1_margin": 0.3164329528808594,
            "max_abs_score_error": 0.1134195327758789,
            "max_abs_probability_error": 0.001990096573985578
          },
          {
            "id": "long-3",
            "reference_top1": 2,
            "backend_top1": 2,
            "top1_agrees": true,
            "reference_top1_margin": 0.5572834014892578,
            "max_abs_score_error": 0.09665584564208984,
            "max_abs_probability_error": 0.0034552233624647877
          },
          {
            "id": "long-4",
            "reference_top1": 11,
            "backend_top1": 11,
            "top1_agrees": true,
            "reference_top1_margin": 5.418761730194092,
            "max_abs_score_error": 0.15204811096191406,
            "max_abs_probability_error": 0.006261507992523285
          },
          {
            "id": "structured-0",
            "reference_top1": 9,
            "backend_top1": 9,
            "top1_agrees": true,
            "reference_top1_margin": 2.8012237548828125,
            "max_abs_score_error": 0.15673446655273438,
            "max_abs_probability_error": 0.0018432005524408185
          },
          {
            "id": "structured-1",
            "reference_top1": 2,
            "backend_top1": 2,
            "top1_agrees": true,
            "reference_top1_margin": 1.8252601623535156,
            "max_abs_score_error": 0.12009811401367188,
            "max_abs_probability_error": 0.0027940164145774937
          }
        ],
        "interpretation": "Numerical/ranking agreement with frozen inference, not accuracy."
      },
      "elapsed_s": 72.298457599,
      "peak_gpu_allocated_bytes": null,
      "peak_gpu_reserved_bytes": null,
      "gpu_memory_metric_scope": "Unavailable: vLLM worker process owns decoder memory"
    }
  },
  "accuracy_measured": false,
  "cache_enabled": false,
  "scope": "Local score_pairs including tokenization/head and GPU synchronization; excludes HTTP, model download, and request validation.",
  "notes": [
    "Hand-authored unlabeled inputs; no JevBench examples or answer keys.",
    "No training, calibration fitting, quantization, or model changes.",
    "p95 is an interpolated percentile of only five samples by default, not a production tail-latency estimate.",
    "Cold load is this process's initialization, not uncached network download.",
    "vLLM uses a CPU FP32 head; its worker GPU memory is not represented by parent-process torch memory metrics."
  ],
  "model_revision": "785d530221c990671f29976902540101bb9c7647",
  "fixture_sha256": "4c28e11dc5e99219b6e340153a6ecadd51b72604d12bf9508d2b4dc3933f7a4d",
  "fixtures": [
    {
      "id": "short-0",
      "group": "short",
      "state": "Case short-0. The customer sees two identical card charges after placing one order yesterday.",
      "question": "Which support action best fits the current request and the available information?",
      "candidates": [
        "Check the transaction identifiers and investigate a duplicated card payment.",
        "Explain the invoice breakdown and ask which line item needs clarification.",
        "Help reset the account password after verifying the account ownership.",
        "Review delivery tracking and contact the shipping team about the parcel."
      ],
      "rendered_state": "Case short-0. The customer sees two identical card charges after placing one order yesterday.\n\nWhich support action best fits the current request and the available information?",
      "state_tokens": 33,
      "texts": [
        "Case short-0. The customer sees two identical card charges after placing one order yesterday.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCheck the transaction identifiers and investigate a duplicated card payment.",
        "Case short-0. The customer sees two identical card charges after placing one order yesterday.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nExplain the invoice breakdown and ask which line item needs clarification.",
        "Case short-0. The customer sees two identical card charges after placing one order yesterday.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nHelp reset the account password after verifying the account ownership.",
        "Case short-0. The customer sees two identical card charges after placing one order yesterday.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nReview delivery tracking and contact the shipping team about the parcel."
      ],
      "pair_tokens": [
        49,
        50,
        49,
        50
      ]
    },
    {
      "id": "short-1",
      "group": "short",
      "state": "Case short-1. A customer cannot sign in and says the password reset email has not arrived.",
      "question": "Which support action best fits the current request and the available information?",
      "candidates": [
        "Review delivery tracking and contact the shipping team about the parcel.",
        "Ask the customer to describe the error displayed during checkout.",
        "Escalate the suspected unauthorized transaction to the fraud support team.",
        "Confirm the subscription renewal date and explain the cancellation policy."
      ],
      "rendered_state": "Case short-1. A customer cannot sign in and says the password reset email has not arrived.\n\nWhich support action best fits the current request and the available information?",
      "state_tokens": 35,
      "texts": [
        "Case short-1. A customer cannot sign in and says the password reset email has not arrived.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nReview delivery tracking and contact the shipping team about the parcel.",
        "Case short-1. A customer cannot sign in and says the password reset email has not arrived.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nAsk the customer to describe the error displayed during checkout.",
        "Case short-1. A customer cannot sign in and says the password reset email has not arrived.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nEscalate the suspected unauthorized transaction to the fraud support team.",
        "Case short-1. A customer cannot sign in and says the password reset email has not arrived.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nConfirm the subscription renewal date and explain the cancellation policy."
      ],
      "pair_tokens": [
        52,
        51,
        52,
        51
      ]
    },
    {
      "id": "short-2",
      "group": "short",
      "state": "Case short-2. The invoice total changed this month, and the customer wants an explanation.",
      "question": "Which support action best fits the current request and the available information?",
      "candidates": [
        "Confirm the subscription renewal date and explain the cancellation policy.",
        "Collect the order number and check whether the requested refund was processed.",
        "Check the service status page for a known technical outage.",
        "Update the mailing address after confirming the customer's request."
      ],
      "rendered_state": "Case short-2. The invoice total changed this month, and the customer wants an explanation.\n\nWhich support action best fits the current request and the available information?",
      "state_tokens": 34,
      "texts": [
        "Case short-2. The invoice total changed this month, and the customer wants an explanation.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nConfirm the subscription renewal date and explain the cancellation policy.",
        "Case short-2. The invoice total changed this month, and the customer wants an explanation.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCollect the order number and check whether the requested refund was processed.",
        "Case short-2. The invoice total changed this month, and the customer wants an explanation.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCheck the service status page for a known technical outage.",
        "Case short-2. The invoice total changed this month, and the customer wants an explanation.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nUpdate the mailing address after confirming the customer's request."
      ],
      "pair_tokens": [
        50,
        52,
        50,
        51
      ]
    },
    {
      "id": "short-3",
      "group": "short",
      "state": "Case short-3. The tracking page says delivered, but the customer cannot find the package.",
      "question": "Which support action best fits the current request and the available information?",
      "candidates": [
        "Update the mailing address after confirming the customer's request.",
        "Explain available plans without changing the customer's current subscription.",
        "Investigate the missing receipt and send the existing payment confirmation.",
        "Ask for more information about the problem before choosing a support action."
      ],
      "rendered_state": "Case short-3. The tracking page says delivered, but the customer cannot find the package.\n\nWhich support action best fits the current request and the available information?",
      "state_tokens": 34,
      "texts": [
        "Case short-3. The tracking page says delivered, but the customer cannot find the package.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nUpdate the mailing address after confirming the customer's request.",
        "Case short-3. The tracking page says delivered, but the customer cannot find the package.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nExplain available plans without changing the customer's current subscription.",
        "Case short-3. The tracking page says delivered, but the customer cannot find the package.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nInvestigate the missing receipt and send the existing payment confirmation.",
        "Case short-3. The tracking page says delivered, but the customer cannot find the package.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nAsk for more information about the problem before choosing a support action."
      ],
      "pair_tokens": [
        51,
        51,
        51,
        52
      ]
    },
    {
      "id": "short-4",
      "group": "short",
      "state": "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.",
      "question": "Which support action best fits the current request and the available information?",
      "candidates": [
        "Check the transaction identifiers and investigate a duplicated card payment.",
        "Explain the invoice breakdown and ask which line item needs clarification.",
        "Help reset the account password after verifying the account ownership.",
        "Review delivery tracking and contact the shipping team about the parcel.",
        "Ask the customer to describe the error displayed during checkout.",
        "Escalate the suspected unauthorized transaction to the fraud support team.",
        "Confirm the subscription renewal date and explain the cancellation policy.",
        "Collect the order number and check whether the requested refund was processed.",
        "Check the service status page for a known technical outage.",
        "Update the mailing address after confirming the customer's request.",
        "Explain available plans without changing the customer's current subscription.",
        "Investigate the missing receipt and send the existing payment confirmation.",
        "Ask for more information about the problem before choosing a support action.",
        "Review notification settings to understand why the customer missed an alert.",
        "Check whether the merchant placed a temporary authorization hold on the card.",
        "Summarize the available evidence and transfer the case to a human support agent."
      ],
      "rendered_state": "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?",
      "state_tokens": 35,
      "texts": [
        "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCheck the transaction identifiers and investigate a duplicated card payment.",
        "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nExplain the invoice breakdown and ask which line item needs clarification.",
        "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nHelp reset the account password after verifying the account ownership.",
        "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nReview delivery tracking and contact the shipping team about the parcel.",
        "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nAsk the customer to describe the error displayed during checkout.",
        "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nEscalate the suspected unauthorized transaction to the fraud support team.",
        "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nConfirm the subscription renewal date and explain the cancellation policy.",
        "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCollect the order number and check whether the requested refund was processed.",
        "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCheck the service status page for a known technical outage.",
        "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nUpdate the mailing address after confirming the customer's request.",
        "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nExplain available plans without changing the customer's current subscription.",
        "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nInvestigate the missing receipt and send the existing payment confirmation.",
        "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nAsk for more information about the problem before choosing a support action.",
        "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nReview notification settings to understand why the customer missed an alert.",
        "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCheck whether the merchant placed a temporary authorization hold on the card.",
        "Case short-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nSummarize the available evidence and transfer the case to a human support agent."
      ],
      "pair_tokens": [
        51,
        52,
        51,
        52,
        51,
        52,
        51,
        53,
        51,
        52,
        52,
        52,
        53,
        52,
        53,
        55
      ]
    },
    {
      "id": "long-0",
      "group": "long",
      "state": "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-0. The customer sees two identical card charges after placing one order yesterday.",
      "question": "Which support action best fits the current request and the available information?",
      "candidates": [
        "Check the transaction identifiers and investigate a duplicated card payment.",
        "Explain the invoice breakdown and ask which line item needs clarification.",
        "Help reset the account password after verifying the account ownership.",
        "Review delivery tracking and contact the shipping team about the parcel."
      ],
      "rendered_state": "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-0. The customer sees two identical card charges after placing one order yesterday.\n\nWhich support action best fits the current request and the available information?",
      "state_tokens": 705,
      "texts": [
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-0. The customer sees two identical card charges after placing one order yesterday.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCheck the transaction identifiers and investigate a duplicated card payment.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-0. The customer sees two identical card charges after placing one order yesterday.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nExplain the invoice breakdown and ask which line item needs clarification.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-0. The customer sees two identical card charges after placing one order yesterday.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nHelp reset the account password after verifying the account ownership.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-0. The customer sees two identical card charges after placing one order yesterday.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nReview delivery tracking and contact the shipping team about the parcel."
      ],
      "pair_tokens": [
        721,
        722,
        721,
        722
      ]
    },
    {
      "id": "long-1",
      "group": "long",
      "state": "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-1. A customer cannot sign in and says the password reset email has not arrived.",
      "question": "Which support action best fits the current request and the available information?",
      "candidates": [
        "Review delivery tracking and contact the shipping team about the parcel.",
        "Ask the customer to describe the error displayed during checkout.",
        "Escalate the suspected unauthorized transaction to the fraud support team.",
        "Confirm the subscription renewal date and explain the cancellation policy."
      ],
      "rendered_state": "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-1. A customer cannot sign in and says the password reset email has not arrived.\n\nWhich support action best fits the current request and the available information?",
      "state_tokens": 707,
      "texts": [
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-1. A customer cannot sign in and says the password reset email has not arrived.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nReview delivery tracking and contact the shipping team about the parcel.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-1. A customer cannot sign in and says the password reset email has not arrived.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nAsk the customer to describe the error displayed during checkout.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-1. A customer cannot sign in and says the password reset email has not arrived.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nEscalate the suspected unauthorized transaction to the fraud support team.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-1. A customer cannot sign in and says the password reset email has not arrived.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nConfirm the subscription renewal date and explain the cancellation policy."
      ],
      "pair_tokens": [
        724,
        723,
        724,
        723
      ]
    },
    {
      "id": "long-2",
      "group": "long",
      "state": "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-2. The invoice total changed this month, and the customer wants an explanation.",
      "question": "Which support action best fits the current request and the available information?",
      "candidates": [
        "Confirm the subscription renewal date and explain the cancellation policy.",
        "Collect the order number and check whether the requested refund was processed.",
        "Check the service status page for a known technical outage.",
        "Update the mailing address after confirming the customer's request."
      ],
      "rendered_state": "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-2. The invoice total changed this month, and the customer wants an explanation.\n\nWhich support action best fits the current request and the available information?",
      "state_tokens": 706,
      "texts": [
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-2. The invoice total changed this month, and the customer wants an explanation.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nConfirm the subscription renewal date and explain the cancellation policy.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-2. The invoice total changed this month, and the customer wants an explanation.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCollect the order number and check whether the requested refund was processed.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-2. The invoice total changed this month, and the customer wants an explanation.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCheck the service status page for a known technical outage.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-2. The invoice total changed this month, and the customer wants an explanation.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nUpdate the mailing address after confirming the customer's request."
      ],
      "pair_tokens": [
        722,
        724,
        722,
        723
      ]
    },
    {
      "id": "long-3",
      "group": "long",
      "state": "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-3. The tracking page says delivered, but the customer cannot find the package.",
      "question": "Which support action best fits the current request and the available information?",
      "candidates": [
        "Update the mailing address after confirming the customer's request.",
        "Explain available plans without changing the customer's current subscription.",
        "Investigate the missing receipt and send the existing payment confirmation.",
        "Ask for more information about the problem before choosing a support action."
      ],
      "rendered_state": "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-3. The tracking page says delivered, but the customer cannot find the package.\n\nWhich support action best fits the current request and the available information?",
      "state_tokens": 706,
      "texts": [
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-3. The tracking page says delivered, but the customer cannot find the package.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nUpdate the mailing address after confirming the customer's request.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-3. The tracking page says delivered, but the customer cannot find the package.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nExplain available plans without changing the customer's current subscription.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-3. The tracking page says delivered, but the customer cannot find the package.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nInvestigate the missing receipt and send the existing payment confirmation.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-3. The tracking page says delivered, but the customer cannot find the package.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nAsk for more information about the problem before choosing a support action."
      ],
      "pair_tokens": [
        723,
        723,
        723,
        724
      ]
    },
    {
      "id": "long-4",
      "group": "long",
      "state": "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.",
      "question": "Which support action best fits the current request and the available information?",
      "candidates": [
        "Check the transaction identifiers and investigate a duplicated card payment.",
        "Explain the invoice breakdown and ask which line item needs clarification.",
        "Help reset the account password after verifying the account ownership.",
        "Review delivery tracking and contact the shipping team about the parcel.",
        "Ask the customer to describe the error displayed during checkout.",
        "Escalate the suspected unauthorized transaction to the fraud support team.",
        "Confirm the subscription renewal date and explain the cancellation policy.",
        "Collect the order number and check whether the requested refund was processed.",
        "Check the service status page for a known technical outage.",
        "Update the mailing address after confirming the customer's request.",
        "Explain available plans without changing the customer's current subscription.",
        "Investigate the missing receipt and send the existing payment confirmation.",
        "Ask for more information about the problem before choosing a support action.",
        "Review notification settings to understand why the customer missed an alert.",
        "Check whether the merchant placed a temporary authorization hold on the card.",
        "Summarize the available evidence and transfer the case to a human support agent."
      ],
      "rendered_state": "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?",
      "state_tokens": 707,
      "texts": [
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCheck the transaction identifiers and investigate a duplicated card payment.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nExplain the invoice breakdown and ask which line item needs clarification.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nHelp reset the account password after verifying the account ownership.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nReview delivery tracking and contact the shipping team about the parcel.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nAsk the customer to describe the error displayed during checkout.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nEscalate the suspected unauthorized transaction to the fraud support team.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nConfirm the subscription renewal date and explain the cancellation policy.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCollect the order number and check whether the requested refund was processed.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCheck the service status page for a known technical outage.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nUpdate the mailing address after confirming the customer's request.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nExplain available plans without changing the customer's current subscription.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nInvestigate the missing receipt and send the existing payment confirmation.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nAsk for more information about the problem before choosing a support action.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nReview notification settings to understand why the customer missed an alert.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCheck whether the merchant placed a temporary authorization hold on the card.",
        "Background support handover log:\nHandover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 6: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 7: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 8: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 9: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 10: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 11: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 12: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 13: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 14: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 15: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 16: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 17: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 18: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 19: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 20: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\nHandover record 21: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\nCurrent request: Case long-4. The customer reports an unfamiliar payment and also asks where to find their receipt.\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nSummarize the available evidence and transfer the case to a human support agent."
      ],
      "pair_tokens": [
        723,
        724,
        723,
        724,
        723,
        724,
        723,
        725,
        723,
        724,
        724,
        724,
        725,
        724,
        725,
        727
      ]
    },
    {
      "id": "structured-0",
      "group": "structured",
      "question": "Which support action best fits the current request and the available information?",
      "state": {
        "case": "structured-0",
        "request": "The customer sees two identical card charges after placing one order yesterday.",
        "recent_events": [
          "Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.",
          "Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.",
          "Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.",
          "Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.",
          "Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged."
        ],
        "customer_contacted": true
      },
      "candidates": [
        "Check the transaction identifiers and investigate a duplicated card payment.",
        "Explain the invoice breakdown and ask which line item needs clarification.",
        "Help reset the account password after verifying the account ownership.",
        "Review delivery tracking and contact the shipping team about the parcel.",
        "Ask the customer to describe the error displayed during checkout.",
        "Escalate the suspected unauthorized transaction to the fraud support team.",
        "Confirm the subscription renewal date and explain the cancellation policy.",
        "Collect the order number and check whether the requested refund was processed.",
        "Check the service status page for a known technical outage.",
        "Update the mailing address after confirming the customer's request.",
        "Explain available plans without changing the customer's current subscription.",
        "Investigate the missing receipt and send the existing payment confirmation.",
        "Ask for more information about the problem before choosing a support action.",
        "Review notification settings to understand why the customer missed an alert.",
        "Check whether the merchant placed a temporary authorization hold on the card.",
        "Summarize the available evidence and transfer the case to a human support agent."
      ],
      "rendered_state": "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?",
      "state_tokens": 213,
      "texts": [
        "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCheck the transaction identifiers and investigate a duplicated card payment.",
        "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nExplain the invoice breakdown and ask which line item needs clarification.",
        "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nHelp reset the account password after verifying the account ownership.",
        "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nReview delivery tracking and contact the shipping team about the parcel.",
        "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nAsk the customer to describe the error displayed during checkout.",
        "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nEscalate the suspected unauthorized transaction to the fraud support team.",
        "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nConfirm the subscription renewal date and explain the cancellation policy.",
        "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCollect the order number and check whether the requested refund was processed.",
        "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCheck the service status page for a known technical outage.",
        "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nUpdate the mailing address after confirming the customer's request.",
        "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nExplain available plans without changing the customer's current subscription.",
        "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nInvestigate the missing receipt and send the existing payment confirmation.",
        "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nAsk for more information about the problem before choosing a support action.",
        "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nReview notification settings to understand why the customer missed an alert.",
        "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCheck whether the merchant placed a temporary authorization hold on the card.",
        "case: structured-0\n\nrequest: The customer sees two identical card charges after placing one order yesterday.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nSummarize the available evidence and transfer the case to a human support agent."
      ],
      "pair_tokens": [
        229,
        230,
        229,
        230,
        229,
        230,
        229,
        231,
        229,
        230,
        230,
        230,
        231,
        230,
        231,
        233
      ]
    },
    {
      "id": "structured-1",
      "group": "structured",
      "question": "Which support action best fits the current request and the available information?",
      "state": {
        "case": "structured-1",
        "request": "A customer cannot sign in and says the password reset email has not arrived.",
        "recent_events": [
          "Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.",
          "Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.",
          "Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.",
          "Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.",
          "Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged."
        ],
        "customer_contacted": true
      },
      "candidates": [
        "Check the transaction identifiers and investigate a duplicated card payment.",
        "Explain the invoice breakdown and ask which line item needs clarification.",
        "Help reset the account password after verifying the account ownership.",
        "Review delivery tracking and contact the shipping team about the parcel.",
        "Ask the customer to describe the error displayed during checkout.",
        "Escalate the suspected unauthorized transaction to the fraud support team.",
        "Confirm the subscription renewal date and explain the cancellation policy.",
        "Collect the order number and check whether the requested refund was processed.",
        "Check the service status page for a known technical outage.",
        "Update the mailing address after confirming the customer's request.",
        "Explain available plans without changing the customer's current subscription.",
        "Investigate the missing receipt and send the existing payment confirmation.",
        "Ask for more information about the problem before choosing a support action.",
        "Review notification settings to understand why the customer missed an alert.",
        "Check whether the merchant placed a temporary authorization hold on the card.",
        "Summarize the available evidence and transfer the case to a human support agent."
      ],
      "rendered_state": "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?",
      "state_tokens": 215,
      "texts": [
        "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCheck the transaction identifiers and investigate a duplicated card payment.",
        "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nExplain the invoice breakdown and ask which line item needs clarification.",
        "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nHelp reset the account password after verifying the account ownership.",
        "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nReview delivery tracking and contact the shipping team about the parcel.",
        "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nAsk the customer to describe the error displayed during checkout.",
        "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nEscalate the suspected unauthorized transaction to the fraud support team.",
        "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nConfirm the subscription renewal date and explain the cancellation policy.",
        "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCollect the order number and check whether the requested refund was processed.",
        "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCheck the service status page for a known technical outage.",
        "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nUpdate the mailing address after confirming the customer's request.",
        "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nExplain available plans without changing the customer's current subscription.",
        "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nInvestigate the missing receipt and send the existing payment confirmation.",
        "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nAsk for more information about the problem before choosing a support action.",
        "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nReview notification settings to understand why the customer missed an alert.",
        "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nCheck whether the merchant placed a temporary authorization hold on the card.",
        "case: structured-1\n\nrequest: A customer cannot sign in and says the password reset email has not arrived.\n\nrecent_events:\n  - Handover record 1: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 2: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 3: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 4: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n  - Handover record 5: the agent checked the existing case notes, recorded the customer's preferred email contact, and left the account settings unchanged.\n\ncustomer_contacted: true\n\nWhich support action best fits the current request and the available information?\n\nCandidate action:\nSummarize the available evidence and transfer the case to a human support agent."
      ],
      "pair_tokens": [
        231,
        232,
        231,
        232,
        231,
        232,
        231,
        233,
        231,
        232,
        232,
        232,
        233,
        232,
        233,
        235
      ]
    }
  ],
  "environment": {
    "python": "3.12.3",
    "platform": "Linux-4.19.0-gvisor-x86_64-with-glibc2.39",
    "packages": {
      "torch": "2.13.0+cu130",
      "transformers": "5.17.0",
      "vllm": "0.30.0",
      "safetensors": "0.8.0",
      "tokenizers": "0.23.2",
      "gemmadecision": null
    },
    "cuda_runtime": "13.0",
    "gpu_name": "NVIDIA H100 80GB HBM3",
    "gpu_memory_bytes": 85017624576,
    "compute_capability": [
      9,
      0
    ],
    "torch_threads": 2,
    "torch_tf32_matmul": false
  },
  "warmups_per_workload": 3,
  "repeats_per_workload": 5,
  "elapsed_s": 145.826307995,
  "interpretation": "Measured parity and latency on fixed unlabeled fixtures; not model quality, JevBench, or an HTTP load test."
}