name: support_ops_env
description: Customer support operations environment for multi-step tool-using agents
version: 1.0.0

entrypoint: server.app:app

actions:
  type: object
  properties:
    action_type:
      type: string
      enum:
        - review_ticket
        - inspect_artifact
        - search_policy
        - draft_reply
        - submit_resolution
    artifact_id:
      type: string
      nullable: true
    query:
      type: string
      nullable: true
    message:
      type: string
      nullable: true
    resolution_code:
      type: string
      nullable: true
  required:
    - action_type

observations:
  type: object
  properties:
    task_id:
      type: string
    difficulty:
      type: string
      enum: [easy, medium, hard]
    objective:
      type: string
    customer_message:
      type: string
    workspace_summary:
      type: string
    available_actions:
      type: array
      items:
        type: string
    available_resolution_codes:
      type: array
      items:
        type: string
    collected_evidence:
      type: array
      items:
        type: string
    last_tool_result:
      type: string
      nullable: true
    last_action_error:
      type: string
      nullable: true
    remaining_steps:
      type: integer
    current_score:
      type: number

reward_range: [0.0, 1.0]

metadata:
  benchmark: support_ops_env
  domain: customer_support
  difficulty_levels:
    - easy
    - medium
    - hard
  features:
    - multi_step_reasoning
    - tool_selection
    - policy_lookup
    - customer_support_triage
    - shaped_rewards