Use case / Support agents
Find the decision behind every escalation.
A support agent gives one answer and hides a dozen decisions. See the account data it had, the policy it checked, the tool it was blocked from and why it escalated.
- Handoffs
- Explained
- Policy checks
- Recorded
- Context
- Attached
The failure to catch
A confident resolution built on stale account context.
Inspect conversations, tools, policy checks, and handoffs across customer support agents.
Decision record
The decision behind every escalation.
Every ticket becomes a trace, so the first classification is on the record.
See exactly which account data the agent had when it answered.
Spot answers built on stale policy before a customer notices.
Permissions are visible: which action was attempted and who stopped it.
The human who takes over sees the whole path, not just the last message.
- 01ok
Ticket classified
Billing · refund request · priority normal.
- 02ok
Account loaded
Plan, last invoice and open tickets.
- 03ok
Policy checked
Policy page last updated 11 months ago.
- 04blocked
Refund tool blocked
Role cannot issue refunds above $100.
- 05ok
Human context attached
Summary, tools tried and the blocker.
What Tracify watches.
Tool permissions
see which actions each role can invoke.
Knowledge freshness
identify answers built on stale policy context.
Escalation route
connect the handoff to the decision that caused it.
Resolution quality
score whether the final answer solved the customer’s need.
Instrument it
Tie every trace to a conversation.
Add a session and an end user and every ticket's runs line up in one place, so an escalation has its whole history.
$ npm install tracify-sdk
import { traceAgent } from "tracify-sdk";
export const handleTicket = traceAgent(async (ticket: Ticket) => {
const account = await loadAccount(ticket.customerId);
return resolve(ticket, account);
}, { environment: "production", release: "2.14", sessionId: "ticket-1842", endUserId: "cus_204", tags: ["support"] });