docs/GLOSSARY.md

Glossary

• Agent grader: deterministic programmatic scorer that evaluates the final environment state.
• Duplicate consolidation: merging multiple customer threads about the same incident into a single owning ticket.
• First-line operator: the initial support agent responsible for triage and routing.
• Irrelevant ticket interference: unnecessary edits on distractor tickets that should have been left untouched.
• Routing: assigning the correct internal team and urgency level for a ticket.
• Support-safe reply: a customer reply that is accurate, operationally useful, and does not request unsafe information.
• Trajectory reward: the per-step reward signal reflecting incremental task progress during an episode.