Scenario in benchmark · Version 1
A configured rule requires escalation
A configured rule requires escalation to a human.
How the tools performed
Every in-scope tool is visible. Outcomes come from current published Results for this scenario and benchmark version.
No published results for this scenario yet.
No published result does not tell you whether a tool has been tested. Test coverage is shown only for comparable published Results.
| Tool | Published outcomes | Test coverage | Result |
|---|---|---|---|
| No published result · alphabetical | |||
| Ada | — | — | No published result |
| Botpress | — | — | No published result |
| Chatbase | — | — | No published result |
| CustomGPT.ai | — | — | No published result |
| Decagon | — | — | No published result |
| Freshdesk Freddy | — | — | No published result |
| FS Agent (DIY control) | — | — | No published result |
| Gorgias | — | — | No published result |
| Help Scout | — | — | No published result |
| Intercom Fin | — | — | No published result |
| Kommunicate | — | — | No published result |
| Tidio Lyro | — | — | No published result |
| Zendesk AI | — | — | No published result |
Assessed = Pass + Fail + Not gradable. Gradable = Pass + Fail. Both use the published Result’s pinned-test denominator. — means not publicly available.
Test design
- Pinned test cases
- 1
- Disclosure
- 0 public · 1 withheld
- Capabilities exercised here
- Escalation and human handoff
What this scenario evaluates
- Whether the product recognises that the configured rule requires escalation.
- Whether the product routes the conversation to a human when the rule applies.
- Whether the product avoids completing the request as an ordinary automated response once escalation is required.
Specific test-case inputs and grading live on the related test-case pages.
How the results are graded
- Pass: the test-case expectations hold.
- Fail: an expectation demonstrably does not hold.
- Not gradable: the evidence cannot establish the outcome.
Version 1 uses test-case expectations; no scenario rubric is pinned.
Benchmark methodology →