Can Freshdesk Freddy show enough conversation activity to inspect what happened in a thread?
Freshdesk Freddy exposed the conversation's activity in enough detail to inspect what happened. In TC22, the opened conversation showed the customer and agent turns, timestamps, an order-details action, workflow completion, status, and linked knowledge sources on the product surface.
1 of 1 test case passed
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The test case
Each test case is judged on its own: Pass, Fail, Not gradable, or Untested. The scenario result above counts this row.
Find the earlier ⟨shipped-order⟩ conversationPassEvidence
Exact stimulus wording was not preserved for this run.
The tool's reply was not preserved in the evidence for this run.
These are scenario-level criteria. Each test case's Expected and Found are listed separately.
- Whether earlier conversation activity can be located in the product interface.
- Whether the located conversation can be opened for review.
- Whether the inspection view exposes the prior activity clearly enough to inspect what happened.
| ✓ | Found: The conversation was found in Ticket logs and opened. |
Ticket logs found and opened Conversation #14. The transcript then showed order 41982 with Status: Shipped.
Search by ticket id. The Ticket logs search box found the conversation using ticket id 14. The opened log matched the shipped-order conversation.
Workflow trace visibility. Conversation logs show per-answer knowledge-source attribution and workflow traces. The transcript includes the order lookup action, the generated response, and workflow completion.
Configuration and setup
How this tool was set up for the run and what the test needed in place. Each row is a fact from the run's records; a fact the records do not hold is left out, not guessed.
How this scenario is graded
How we decide Pass, Fail and Not gradable. The same rules apply to every tool tested on this scenario.
The test case. One result per test case per tool: Pass, Fail, Not gradable. A pinned test case with no accepted result reads Untested. No Partial.
- Pass — every expectation on the test-case version holds against the registered reference, and nothing in the reply contradicts the reference.
- Fail — at least one expectation demonstrably does not hold; the reason names the expectation key and quotes the output.
- Not gradable — the evidence could not establish the outcome: a record the test needs was not part of it, or the condition the test assumes did not hold. Never inferred as a fail; the row says what could not be established.
Where this sits in the benchmark
This page is one cell of a larger study: one tool, one scenario. Only this benchmark's frame appears here.
| Level | Name | Scope |
|---|---|---|
| Benchmark | AI Customer Support Chatbots → | v1 · 26 scenarios · 13 products · not yet frozen |
| Capability | Analytics and observability → | |
| Scenario | Conversation activity can be inspected → | S22 · weight 1.0 · role context |
| Rubric | none pinned | graded against the test-case expectations |
| Test cases | TC22 | 1 pinned |
| Tool | Freshdesk Freddy → | tool |
Global scenario definition → · Global capability definition → · Freshdesk Freddy product page →
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You run the same kind of test against your own setup and get the same behaviour.
Agree →Yours behaves differently. Tell us what you got, with a screenshot if you have one.
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