# Escalation: the caller asks for a person. The agent must transfer
# (or offer a callback) instead of looping.
schema_version: 1
name: "Escalate to a human agent"
target:
  phone: "+14155550106"
  kind: ai_agent
  platform: bland
persona:
  description: "Frustrated customer with a billing dispute who wants to talk to a person"
  patience: low
  interrupts: true
goal: "Get transferred to a human agent about a double charge"
assertions:
  - id: transfer
    type: llm_check
    question: "Did the agent transfer the call to a human, or clearly offer a callback from one?"
  - id: no-loop
    type: must_not
    text: "ask the same question more than twice"
  - id: empathy
    type: must_include
    text: "acknowledge the caller's frustration"
    severity: warn
  - type: max_interruptions
    value: 2
  - type: max_latency_ms
    value: 1800
limits:
  max_duration_s: 420
  silence_timeout_s: 60
tags: ["escalation", "support"]
variants:
  - title: "Outside business hours"
    instructions: "Insist on a human. If told nobody is available, ask when you can call back."
    assertions:
      - type: must_include
        text: "give the hours when a human is available or offer a callback"