# Support Agent Harness

Owner: Policy reviewer

## Input

Support scenario packet with policy excerpt, customer message, escalation boundary, and gold resolution.

## Output

Conversation transcript with policy citations, escalation choice, tone review, and final customer outcome.

## Required Evidence

- policy citation
- conversation transcript
- handoff decision
- tone score
- gold outcome comparison

## Rejection Rule

A support run is rejected when it invents a policy, misses a required escalation, or cannot cite the policy boundary it used.

## Handoff

Normalize accepted rows into either the first-party benchmark run intake form or `public/reports/benchmark-intake/run-template.csv`, then run `pnpm benchmarks:generate` after reviewer signoff.