{
  "workflow": "premium_escalation_triage",
  "environment": "production",
  "issue_type": "billing",
  "customer_tier": "premium",
  "prompt_name": "support-reply",
  "prompt_version": 18,
  "release_version": "2026.04.11",
  "model_provider": "openai",
  "model_name": "gpt-4o-mini",
  "ticket_id": "ticket_premium_billing_dispute_answered_directly_instead_of_escalating_session_chargeback_premium",
  "language": "en",
  "user_id": "customer_billing",
  "agent_profile_id": "premium-escalation-triage",
  "agent_team": "VIP Support",
  "agent_owner": "Escalations desk",
  "agent_mission": "Escalates revenue-risk, safety-sensitive, and executive-facing support cases.",
  "story_label": "Premium billing dispute answered directly instead of escalating",
  "story_summary": "A revenue-risk chargeback case stayed on the cheap self-serve path and bypassed the premium human queue.",
  "scenario_id": "scn_vip_chargeback_missed_escalation",
  "customer_intent": "VIP customer reported a chargeback warning and threatened cancellation if support could not intervene quickly.",
  "expected_resolution": "Escalate immediately to the premium billing desk.",
  "policy_result": "missed_escalation",
  "quality_score": 0.41,
  "severity_tag": "critical",
  "status_label": "Missed escalation",
  "replay_label": "Premium Escalation Triage · Premium billing dispute answered directly instead of escalating",
  "operator_notes": "Case: Premium billing dispute answered directly instead of escalating\nIntent: VIP customer reported a chargeback warning and threatened cancellation if support could not intervene quickly.\nExpected resolution: Escalate immediately to the premium billing desk.\nObserved policy result: missed_escalation\nStory summary: A revenue-risk chargeback case stayed on the cheap self-serve path and bypassed the premium human queue.\nAgent role: Premium Escalation Triage\nOwner team: VIP Support"
}