Show a suggested queue as an explicit agent action
Agents cannot tell whether a ticket was assigned by a person or by the prototype. Display the suggestion alongside Accept and Choose another queue actions.
- Focused work estimate
- 1h 30m + prerequisites
- Priority in the scenario
- Medium
- Engineering practice
- Human-in-the-loop UX · Accessibility · State handling
Estimated field mix
- Frontend60%
- Applied AI20%
- Accessibility20%
Field percentages are editorial estimates of the ticket's engineering focus. They total 100%; they are not measured time, proficiency scores, or ownership evidence.
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Project context
A fictional software vendor receives billing, account-access, bug, and security reports. A prototype silently moves tickets based on vague model confidence. Replace it with bounded suggestions, deterministic safety rules, and an auditable review flow.
Setup prerequisites
- Create a synthetic support-ticket corpus with no real customer messages.
- Implement a deterministic local classifier double with success, malformed-output, and timeout modes.
Preceding work
Complete these dependencies, or supply their agreed outputs before taking this ticket.
Acceptance criteria
- A suggestion never changes the assigned queue by itself.
- The view labels provider version, suggestion time, and supporting message text.
- Keyboard users can accept, dismiss, or choose another permitted queue.
Implementation constraints
- Do not describe the suggestion as a verified conclusion.
Verification to include
- Load a suggestion and verify persisted assignment remains unchanged until acceptance.
- Dismiss it by keyboard and confirm no queue transition or customer message is created.
Deliverables
- Accessible suggestion panel and interaction tests
Rollout and recovery
Release to an opt-in local agent view; disable the panel without changing existing queue assignment behavior.
Value of the work
For the engineer: Practice constrained classification, human correction workflows, model versioning, and evaluation under ambiguous inputs.
For the team: Review whether automation saves triage effort while preserving queue ownership and safe escalation.
Evidence boundaries
Outcome Evidence: Tests, patches, and runbooks are requested deliverables. They become Outcome Evidence only through a qualified Mission and immutable Evidence IDs.
Ownership Evidence: Independent adaptation must be observed under a declared verification policy and cite immutable Evidence IDs. Completing a planning ticket establishes no Ownership Evidence.