traces_for_coding-second-trail.md

# G.U.I.DE — Traces for Coding

You are given interactions between a user and an GUIDE agent.
Each trace shows what the user asked and what the agent did.

**Your task**

1. **Open coding** — read each trace and write short labels (codes) that
   describe what you observe. Use your own words. Things to notice: prices,
   discounts, missing information, wrong items, refusals, defaults, modifiers.
   Aim for 2–4 codes per trace.

2. **Axial coding** — after coding all 18 traces, group your open codes into
   broader categories. Give each category a name and list the traces that belong
   to it. Look for relationships between categories.

There are no right or wrong codes at this stage.

---

## Trace 01

**Customer said:**  user: attached documend and asked check the attached document and create an complaint


**Outcome:** Able to Extract information from document and thrown error. 

**Agent response:** 

assistant: I encountered an error accessing the uploaded file. This sometimes happens with temporary paths. Could you please **describe the complaint** directly?

**_Open codes:_**
agent not able get the details from extract_entities which is present on the session

_Notes:_

## Trace 02

**Customer said:**  user:  Axis bank charged 1000 rupee for late fee of not paying loan for my car reference id  REF-20260501-001 on 17th june 2026 . I demand a full refund. I've already reached to bank but they refused to refund. 

**Agent response:** 
able to extract entities like company,date of incidnet, amount, reference_id, prior_contact

**_Open codes:

In drafting tab, it shows please ask me to generate the escalation guide. but we are generating esclation sequentially after drafting which is misleading

## Trace 03

**Customer said:** I took a loan of 100000 from Bank of baroda on may 1st 2026, it was not processed more than 10 days. loan refrence id REF-199384. I demand an explanation of delay. I reached to bank but they did not respond back 

**Agent response:** 
able to extract entities like company,date of incidnet, amount, reference_id, prior_contact, desired resolution. 

**Open codes:**

In drafting tab, agent asks for **Would you like me to provide you with the escalation authorities and the next steps to submit this complaint?** which needs to be avoided

## Trace 04

**Customer said:** 
I recharged for 5450 rupee in airtel for 2 years on 3rd june, 2026.  my phone is number is 8092997182. recharge was successful. but it's not reflected. transaction reference id is TRN-9038493. I demand an immediate recharge.

**Agent response:** 
able to extract entities like company,date of incidnet, amount, reference_id, prior_contact

**open codes:** 
Agent rightly asked for prior contact since it was not given. but agent failed to extract  the desired resolution even it's given in the message during first time. asked for confirmation.because resolution not in the keyword?

## Trace 05

**Customer Said:**  I bought an health insurance from Niva Bupa for single year rs. 8000 on 3rd september 2025. but it was not activated transactoin id is TRN-12345664. I did not proper response from niva bupa customer care. I demand an immediate policy activation

**Agent response:** 
able to extract company, date of incidnet, amount, reference_id

**Open codes:** 
agent asked for prior_contact and desired_resolution even thought it's given in the message during first time. agent asked for confirmation or desired options in  second time
because resolution not in the keyword?

## Trace 06

***Customer Said*:** Joint account is not opened yet on axis bank. application is requested on month ago. reference id: REF-19334.when prior contacted with bank, I did not receive proper response from bank.I demand an resolution of only proper reason on problem in opening the account

**Agent response:** 
able to extract company, date of incidnet, amount, reference_id.

**Open codes:**
able to draft the complaint letter and escalation path rightly
## Trace 07

**Customer Said**: bank charged me with amount. raise complaint

**General Bugs:**

1. when doing complaints after app started, it throws sometimes ⚠️ No active session — the backend may be offline. Reload the page or check that the API server is running on port 8000.

## Axial Coding Worksheet

After coding all  traces, complete the table below.
Add or remove rows as needed.

| Category name | Description | Trace numbers |
| ------------- | ----------- | ------------- |
|               |             |               |



**Relationships between categories**:

-