What makes a complaint workflow demanding enough to test a connected agent?

Use this checklist to identify whether a proposed workflow contains enough process reasoning to justify an agent evaluation.

- Customer intent changes across successive messages. - Evidence sits outside the complaint record. - Different roles control different decisions. - Investigation findings can change the escalation route. - A remedy requires a separate operational action. - Unresolved dependencies remain visible after handover. - Closure requires more than a completed response.

A case does not need every complication to be useful. The important feature is that at least one decision depends on something the agent must discover or verify. A task that supplies the correct category, owner and response in the opening prompt mainly tests whether the agent can repeat instructions.

Look for dependencies that alter the next legitimate action. In professional services, a complaint about an invoice may require checking the agreed scope before deciding whether the issue belongs with billing or service management. Retrieving the agreement matters because it changes the route.

A generated pack can vary these dependencies while keeping the customer request similar. This helps reveal whether the agent follows the evidence or applies the same familiar sequence regardless of the business state.