{
  "workflow": "shipping_resolution",
  "environment": "production",
  "issue_type": "shipping",
  "customer_tier": "self-serve",
  "prompt_name": "shipping-delay-triage",
  "prompt_version": 7,
  "release_version": "2026.04.12",
  "model_provider": "openai",
  "model_name": "gpt-4o",
  "ticket_id": "ticket_shipping_resolution_degraded_during_logistics_lookup_timeout_session_shipping_timeout_cluster",
  "language": "en",
  "user_id": "customer_shipping",
  "agent_profile_id": "shipping-delay-resolution",
  "agent_team": "Logistics Support",
  "agent_owner": "Logistics ops",
  "agent_mission": "Explains delivery delays, damaged shipments, and replacement paths using logistics knowledge.",
  "story_label": "Shipping resolution degraded during logistics lookup timeout",
  "story_summary": "The shipping agent absorbed a live-status timeout and returned a weak answer after the fallback path kicked in late.",
  "scenario_id": "scn_kb_timeout_failed",
  "customer_intent": "Customer asked why a replacement shipment had been stalled for 48 hours without an updated carrier scan.",
  "expected_resolution": "Use the fallback path quickly, set expectations clearly, and avoid vague answers.",
  "policy_result": "degraded_answer_after_timeout",
  "quality_score": 0.52,
  "severity_tag": "warning",
  "status_label": "Latency and quality degradation",
  "replay_label": "Shipping Delay Resolution · Shipping resolution degraded during logistics lookup timeout",
  "operator_notes": "Case: Shipping resolution degraded during logistics lookup timeout\nIntent: Customer asked why a replacement shipment had been stalled for 48 hours without an updated carrier scan.\nExpected resolution: Use the fallback path quickly, set expectations clearly, and avoid vague answers.\nObserved policy result: degraded_answer_after_timeout\nStory summary: The shipping agent absorbed a live-status timeout and returned a weak answer after the fallback path kicked in late.\nAgent role: Shipping Delay Resolution\nOwner team: Logistics Support"
}