| name: "SupportTicketEnv" |
| version: "1.0.0" |
| description: > |
| A real-world OpenEnv environment simulating a customer support ticketing system. |
| The agent must process open tickets by optionally fetching user data, checking internal policies, |
| and taking terminal actions like issuing a refund, replying, escalating, or closing the ticket. |
| action_space: |
| type: "dict" |
| schema: | |
| { |
| "action_type": "[fetch_user_data, check_policy, issue_refund, reply_to_customer, escalate, close_ticket]", |
| "parameters": {"param_name": "param_value"} |
| } |
| observation_space: |
| type: "dict" |
| schema: | |
| { |
| "ticket": {"TicketInfo object"}, |
| "available_actions": ["list of strings"], |
| "system_message": "string", |
| "history": ["List of strings of past actions"], |
| "tool_output": "Optional string of the latest action output", |
| "step_count": "integer" |
| } |
| reward_description: > |
| The reward is between 0.0 and 1.0. Partial credit is given for taking correct |
| intermediate steps (like checking policy before acting or fetching user data). |
| Penalties are applied for taking contradictory or destructive actions |
| (e.g., escalating unnecessarily, issuing refunds against policy). |
| |
