Should an agent always choose a destination?

**Should an agent always choose a destination?**

No. A useful evaluation can include requests for which the correct next action is a specific clarification. In utilities administration, “please disconnect my service” may refer to a temporary suspension or the permanent removal of a connection. Those actions can belong to different teams and require different authority.

**What makes clarification a successful action?**

The agent should identify the missing distinction and ask a question that resolves it. Asking whether the requester wants a temporary suspension or permanent removal advances the decision. Asking them to repeat the whole request does not.

**How should evaluation teams avoid rewarding endless questions?**

Separate cases with genuinely missing information from cases where the answer is already present in an attachment or linked account record. The former can reward clarification; the latter should reward retrieval and a decision.

**What does this reveal about model behaviour?**

It reveals whether the agent recognises the boundary of the available evidence. Generated cases can vary information completeness while holding the request wording steady, allowing evaluators to inspect when an agent guesses, asks appropriately or delays unnecessarily.