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graders.py
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"""Deterministic graders and reward helpers for SupportDesk."""
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from __future__ import annotations
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import re
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from dataclasses import dataclass
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from models import SupportCaseProgress
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from tasks import SupportTaskSpec, get_task
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STRICT_SCORE_EPSILON = 0.01
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@dataclass(frozen=True)
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class GradeBreakdown:
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"""A scored view of how close a case is to the gold solution."""
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total_score: float
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queue_score: float
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priority_score: float
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issue_type_score: float
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requested_fields_score: float
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reply_score: float
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note_score: float
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status_score: float
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resolution_score: float
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completed_milestones: tuple[str, ...]
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def _normalize(text: str | None) -> str:
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if not text:
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return ""
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normalized = text.lower().replace("-", " ")
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return re.sub(r"[^a-z0-9\s]", " ", normalized)
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def _marker_group_score(text: str | None, marker_groups: tuple[tuple[str, ...], ...]) -> float:
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if not marker_groups:
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return 1.0
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normalized = _normalize(text)
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if not normalized:
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return 0.0
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matches = 0
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for group in marker_groups:
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if any(_normalize(marker) in normalized for marker in group):
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matches += 1
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return matches / len(marker_groups)
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def _requested_fields_score(case: SupportCaseProgress, task: SupportTaskSpec) -> float:
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required = set(task.required_requested_fields)
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requested = set(case.requested_fields)
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if not required:
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return 1.0 if not requested else 0.0
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if not requested:
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return 0.0
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matched = len(required.intersection(requested))
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extras = len(requested.difference(required))
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raw = matched / len(required)
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penalty = min(0.25, extras * 0.05)
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return max(0.0, raw - penalty)
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def _reply_penalty(case: SupportCaseProgress, task: SupportTaskSpec) -> float:
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text = _normalize(case.reply)
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if not text:
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return 0.0
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return 0.0 if not any(_normalize(marker) in text for marker in task.forbidden_reply_markers) else 0.5
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def _strict_open_unit_interval(score: float) -> float:
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"""Keep final task scores strictly within (0, 1) for evaluator compatibility."""
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return min(1.0 - STRICT_SCORE_EPSILON, max(STRICT_SCORE_EPSILON, score))
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def grade_case(task: SupportTaskSpec, case: SupportCaseProgress) -> GradeBreakdown:
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"""Score a case deterministically with total_score strictly inside (0, 1)."""
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queue_score = 1.0 if case.queue == task.gold_queue else 0.0
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priority_score = 1.0 if case.priority == task.gold_priority else 0.0
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issue_type_score = 1.0 if case.issue_type == task.gold_issue_type else 0.0
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requested_fields_score = _requested_fields_score(case, task)
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reply_score = max(0.0, _marker_group_score(case.reply, task.required_reply_markers) - _reply_penalty(case, task))
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note_score = _marker_group_score(case.internal_note, task.required_note_markers)
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status_score = 1.0 if case.status == task.gold_status else 0.0
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resolution_score = 1.0 if case.resolution_code == task.gold_resolution_code else 0.0
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weighted_total = (
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queue_score * 0.15
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+ priority_score * 0.10
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+ issue_type_score * 0.10
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+ requested_fields_score * 0.15
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+ reply_score * 0.25
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+ note_score * 0.10
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+ status_score * 0.10
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+ resolution_score * 0.05
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)
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milestones: list[str] = []
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if queue_score:
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milestones.append("queue")
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if priority_score:
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milestones.append("priority")
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if issue_type_score:
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milestones.append("issue_type")
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if requested_fields_score >= 0.99:
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milestones.append("requested_fields")
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if reply_score >= 0.99:
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milestones.append("reply")
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if note_score >= 0.99:
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milestones.append("internal_note")
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if status_score:
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milestones.append("status")
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if resolution_score:
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milestones.append("resolution_code")
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return GradeBreakdown(
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total_score=round(_strict_open_unit_interval(weighted_total), 4),
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queue_score=queue_score,
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priority_score=priority_score,
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issue_type_score=issue_type_score,
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requested_fields_score=round(requested_fields_score, 4),
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reply_score=round(reply_score, 4),
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note_score=round(note_score, 4),
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status_score=status_score,
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resolution_score=resolution_score,
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completed_milestones=tuple(milestones),
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)
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def grade_task_id(task_id: str, case: SupportCaseProgress) -> GradeBreakdown:
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"""Convenience wrapper used by tests and evaluation scripts."""
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return grade_case(get_task(task_id), case)
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class _TaskSpecificGrader:
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"""Importable task-specific grader wrapper for validator task discovery."""
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task_id: str = ""
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def grade(self, case: SupportCaseProgress) -> float:
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return grade_task_id(self.task_id, case).total_score
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def __call__(self, case: SupportCaseProgress) -> float:
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return self.grade(case)
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class BillingRefundEasyGrader(_TaskSpecificGrader):
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task_id = "billing_refund_easy"
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class AccountTakeoverMediumGrader(_TaskSpecificGrader):
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task_id = "account_takeover_medium"
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class ApiIncidentHardGrader(_TaskSpecificGrader):
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task_id = "api_incident_hard"
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class RegulatedExportExceptionHardGrader(_TaskSpecificGrader):
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task_id = "regulated_export_exception_hard"
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__all__ = [
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"AccountTakeoverMediumGrader",
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"ApiIncidentHardGrader",
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"BillingRefundEasyGrader",
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"GradeBreakdown",
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"RegulatedExportExceptionHardGrader",
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"grade_case",
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"grade_task_id",
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]
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