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| """Task definitions for the Customer Support environment. | |
| Each task includes a pool of realistic tickets and clear objectives. | |
| """ | |
| from __future__ import annotations | |
| from typing import Any, Dict, List | |
| from env.models import IssueCategory, Sentiment, Ticket | |
| # ── Ticket pools ────────────────────────────────────────────────────── | |
| _EASY_TICKETS: List[Dict[str, Any]] = [ | |
| { | |
| "ticket_id": "EASY-001", | |
| "customer_name": "Alice Johnson", | |
| "issue_text": ( | |
| "My order #9821 was supposed to arrive last Monday but I still " | |
| "haven't received it. The tracking page says 'in transit' for 5 days. " | |
| "Can you check what happened?" | |
| ), | |
| "category": IssueCategory.DELIVERY_DELAY, | |
| "sentiment": Sentiment.NEUTRAL, | |
| "order_value": 45.99, | |
| "priority": "normal", | |
| }, | |
| { | |
| "ticket_id": "EASY-002", | |
| "customer_name": "Bob Martinez", | |
| "issue_text": ( | |
| "I received the laptop stand today but the top plate is cracked and " | |
| "one of the screws is missing. The box was also dented. I need a " | |
| "replacement." | |
| ), | |
| "category": IssueCategory.DAMAGED_PRODUCT, | |
| "sentiment": Sentiment.ANGRY, | |
| "order_value": 89.50, | |
| "priority": "high", | |
| }, | |
| { | |
| "ticket_id": "EASY-003", | |
| "customer_name": "Caroline Pham", | |
| "issue_text": ( | |
| "I'd like a refund for order #3345. I returned the shoes two weeks " | |
| "ago and the tracking shows they were delivered back to your warehouse " | |
| "on March 28." | |
| ), | |
| "category": IssueCategory.REFUND_REQUEST, | |
| "sentiment": Sentiment.NEUTRAL, | |
| "order_value": 120.00, | |
| "priority": "normal", | |
| }, | |
| { | |
| "ticket_id": "EASY-004", | |
| "customer_name": "David Kim", | |
| "issue_text": ( | |
| "I was charged twice for order #7712. My credit card statement shows " | |
| "two charges of $54.99 on April 1st. Please fix this." | |
| ), | |
| "category": IssueCategory.BILLING_ERROR, | |
| "sentiment": Sentiment.ANGRY, | |
| "order_value": 54.99, | |
| "priority": "high", | |
| }, | |
| { | |
| "ticket_id": "EASY-005", | |
| "customer_name": "Emma Wilson", | |
| "issue_text": ( | |
| "Hi! I just wanted to know if the wireless headphones model WH-300 " | |
| "are compatible with my MacBook Pro M2. Thanks!" | |
| ), | |
| "category": IssueCategory.PRODUCT_INQUIRY, | |
| "sentiment": Sentiment.HAPPY, | |
| "order_value": 0.0, | |
| "priority": "low", | |
| }, | |
| ] | |
| _MEDIUM_TICKETS: List[Dict[str, Any]] = [ | |
| { | |
| "ticket_id": "MED-001", | |
| "customer_name": "Frank Torres", | |
| "issue_text": ( | |
| "THIS IS UNACCEPTABLE! I ordered a birthday gift for my daughter and " | |
| "it never arrived. The party was yesterday and she had nothing to " | |
| "open. I want a full refund AND compensation for this disaster. " | |
| "Order #5567, $199.99." | |
| ), | |
| "category": IssueCategory.DELIVERY_DELAY, | |
| "sentiment": Sentiment.ANGRY, | |
| "order_value": 199.99, | |
| "priority": "critical", | |
| }, | |
| { | |
| "ticket_id": "MED-002", | |
| "customer_name": "Grace Lee", | |
| "issue_text": ( | |
| "The ceramic vase I ordered arrived shattered. There was barely any " | |
| "bubble wrap in the box. This was supposed to be an anniversary gift. " | |
| "I'm very disappointed. Order #8834, paid $75." | |
| ), | |
| "category": IssueCategory.DAMAGED_PRODUCT, | |
| "sentiment": Sentiment.ANGRY, | |
| "order_value": 75.00, | |
| "priority": "high", | |
| }, | |
| { | |
| "ticket_id": "MED-003", | |
| "customer_name": "Henry Chen", | |
| "issue_text": ( | |
| "I returned three items from order #2291 but only received a partial " | |
| "refund of $30. The total should be $95.50. Can you look into this? " | |
| "I have the return receipts." | |
| ), | |
| "category": IssueCategory.REFUND_REQUEST, | |
| "sentiment": Sentiment.NEUTRAL, | |
| "order_value": 95.50, | |
| "priority": "normal", | |
| }, | |
| ] | |
| _HARD_TICKETS: List[Dict[str, Any]] = [ | |
| { | |
| "ticket_id": "HARD-001", | |
| "customer_name": "Isabella Rodriguez", | |
| "issue_text": ( | |
| "I'm FURIOUS! My $450 espresso machine arrived with a huge dent on " | |
| "the side, the water tank is cracked, AND I was charged twice! " | |
| "Order #1199. I've been a loyal customer for 5 years and this is " | |
| "how you treat me? I want a FULL refund, a replacement, AND someone " | |
| "from management to call me. If this isn't resolved today I'm " | |
| "disputing with my bank and posting on every review site." | |
| ), | |
| "category": IssueCategory.DAMAGED_PRODUCT, | |
| "sentiment": Sentiment.ANGRY, | |
| "order_value": 450.00, | |
| "priority": "critical", | |
| }, | |
| { | |
| "ticket_id": "HARD-002", | |
| "customer_name": "James O'Brien", | |
| "issue_text": ( | |
| "Multiple issues: (1) Order #4421 — gaming keyboard — keys are " | |
| "sticky out of the box. (2) Order #4422 — mouse pad — wrong item " | |
| "sent, I got a phone case instead. (3) My account shows a pending " | |
| "charge of $200 that I didn't authorize. I need ALL of these fixed. " | |
| "Total value across orders is $310." | |
| ), | |
| "category": IssueCategory.BILLING_ERROR, | |
| "sentiment": Sentiment.ANGRY, | |
| "order_value": 310.00, | |
| "priority": "critical", | |
| }, | |
| { | |
| "ticket_id": "HARD-003", | |
| "customer_name": "Karen Nakamura", | |
| "issue_text": ( | |
| "I placed a bulk order of 50 custom T-shirts for a company event " | |
| "(order #6600, $1,250). Half of them have the wrong logo printed " | |
| "and the rest are the wrong sizes. The event is in 3 days. I need " | |
| "either a rush reprint or a full refund plus compensation for the " | |
| "expedited order I'll have to place elsewhere. This has put my job " | |
| "at risk." | |
| ), | |
| "category": IssueCategory.DAMAGED_PRODUCT, | |
| "sentiment": Sentiment.ANGRY, | |
| "order_value": 1250.00, | |
| "priority": "critical", | |
| }, | |
| ] | |
| # ── Task definitions ────────────────────────────────────────────────── | |
| TASKS = { | |
| "easy_classification": { | |
| "id": "easy_classification", | |
| "name": "Ticket Classification", | |
| "difficulty": "easy", | |
| "description": ( | |
| "Classify the customer support ticket into the correct issue " | |
| "category. The agent must submit a single 'classify' action with " | |
| "the right category label." | |
| ), | |
| "objective": ( | |
| "Read the ticket and classify it into one of: delivery_delay, " | |
| "damaged_product, refund_request, billing_error, product_inquiry, " | |
| "account_issue." | |
| ), | |
| "required_actions": ["classify"], | |
| "max_steps": 3, | |
| "tickets": _EASY_TICKETS, | |
| }, | |
| "medium_response": { | |
| "id": "medium_response", | |
| "name": "Response Generation", | |
| "difficulty": "medium", | |
| "description": ( | |
| "Classify the ticket AND generate an empathetic, helpful response " | |
| "to the customer. Graded on classification accuracy and response " | |
| "quality (empathy, specificity, professionalism)." | |
| ), | |
| "objective": ( | |
| "1. Classify the ticket correctly. " | |
| "2. Generate a professional, empathetic response that acknowledges " | |
| "the customer's issue and outlines next steps." | |
| ), | |
| "required_actions": ["classify", "respond"], | |
| "max_steps": 5, | |
| "tickets": _MEDIUM_TICKETS, | |
| }, | |
| "hard_resolution": { | |
| "id": "hard_resolution", | |
| "name": "Full Resolution Workflow", | |
| "difficulty": "hard", | |
| "description": ( | |
| "Execute the full customer support workflow: classify the ticket, " | |
| "generate a response, and take the appropriate resolution action " | |
| "(refund, escalate, or resolve). Graded on all dimensions." | |
| ), | |
| "objective": ( | |
| "1. Classify the ticket. " | |
| "2. Generate a professional response. " | |
| "3. Take the correct resolution action (refund / escalate / resolve) " | |
| "based on the ticket's severity, order value, and customer sentiment." | |
| ), | |
| "required_actions": ["classify", "respond", "refund|escalate|resolve"], | |
| "max_steps": 10, | |
| "tickets": _HARD_TICKETS, | |
| }, | |
| } | |
| def get_task(task_id: str) -> dict: | |
| """Return task definition by ID.""" | |
| if task_id not in TASKS: | |
| raise ValueError( | |
| f"Unknown task '{task_id}'. Available: {list(TASKS.keys())}" | |
| ) | |
| return TASKS[task_id] | |
| def get_ticket_for_task(task_id: str, ticket_index: int = 0) -> Ticket: | |
| """Return a Ticket model for the given task and index.""" | |
| task = get_task(task_id) | |
| tickets = task["tickets"] | |
| idx = ticket_index % len(tickets) | |
| return Ticket(**tickets[idx]) | |