Cekura Flag Call Log Failures

flag-call-log-failures

Go through an agent's recent production call logs and produce three things:

1. Flagged calls — the call IDs that hit each specified KPI/issue/goal failure, with verbatim evidence.
2. Failure rates — what percentage of all reviewed call logs each failure represents.
3. Outcome distribution — every remaining call bucketed into a mutually-exclusive outcome taxonomy (e.g. not-answered / vetted / non-vetted caller-side / non-vetted agent-issue), with per-bucket percentages, so the flagged failures are framed against the whole population.

It is the triage front-end: hand the flagged set to cekura-generate-scenarios to build evaluators, or give the user the distribution for a customer-facing quality report.

This skill is strictly read-only — it never creates, updates, or deletes anything.

The single most important job is attribution: a call is an agent failure only when the agent under test caused it. Caller-side endings, simulated-caller disconnects, and recovered calls must NOT be counted as agent failures — they belong in their own buckets.

Step 0 — Prerequisites

Reads through the Cekura MCP. Confirm these are present:

• mcp__cekura__aiagents_retrieve — agent description + intended behavior (the yardstick for "failure")
• mcp__cekura__call_logs_list — paginated production call list (lightweight: usually has id, duration, call_ended_reason, success, rolled-up metric scores — but often no transcript)
• mcp__cekura__call_logs_retrieve — full transcript + metric evaluations for a single call
• mcp__cekura__metrics_list — to find metrics that already grade the KPIs/issues (reuse these as the classification basis when they exist)

If the mcp__cekura__* tools aren't connected, stop and tell the user to connect the Cekura MCP (see /setup-mcp or https://docs.cekura.ai/mcp/overview).

Step 1 — Inputs

Use AskUserQuestion for anything not supplied:

1. Agent ID (numeric). If unknown, mcp__cekura__aiagents_list helps find it.

2. (Optional) Project ID.

3. Window — how many recent calls (default 100) or a date range. Process in batches (see Step 2).

4. KPIs / issues / goals to measure — the heart of the request:

   • Explicit issues — e.g. "calls that ended before all vetting questions", "agent looped on an unclear answer", "background noise stalled the agent". Each becomes a flag bucket + a failure-rate number.
   • A KPI / goal — e.g. "every call should fully vet the candidate", "what % of answered calls can we improve" — which you invert into the failure(s) that break it.
   • Nothing specific → "any genuine agent failure," grounded in agent_description, classified against the failure-mode taxonomy in Step 3.

5. Outcome taxonomy — the mutually-exclusive buckets to distribute ALL calls into. Derive these from the agent's job. For a candidate-vetting agent the natural set is:

   • not answered · vetted · non-vetted — caller-side · non-vetted — agent/system issue

   For other agents, adapt (e.g. resolved / escalated / abandoned / agent-error). Confirm the bucket set with the user before reporting.

Echo the issue list and the bucket set back so the user confirms before you grind through the window.

Step 2 — Fetch in batches, classify cheap-first

Agent context — mcp__cekura__aiagents_retrieve(id=...): capture agent_description, agent_name, project_id, and any {{dynamic_variable}} names that define a KPI (e.g. requiredScreeningQuestions).

⚠️ If agent_description is empty/placeholder AND no explicit issue list was given, STOP — "failure" is ungrounded. Ask the user to name the issues or flesh out the description.

Call logs — loop in batches. mcp__cekura__call_logs_list with page_size=20, walking page=1..K until you've covered the window. The list view is lightweight, so collect the cheap signal for every call first:

Cheap first pass (heuristic) → then verify only the candidates. Pulling every transcript is wasteful and can blow the token budget. Instead:

1. Bucket by call_ended_reason + duration first. Strong proxies:
   • very short (e.g. < 25s) → not answered / no engagement
   • agent-ended (Main agent-ended-call) at normal length → agent completed its flow (provisionally vetted)
   • caller/testing-agent-ended (testing-agent-ended-call, customer-ended-call, Client disconnected) → caller-side (provisionally)
   • silence/timeout (Ending conversation after N seconds of silence) → agent/system candidate (verify)
2. Transcript-verify ONLY the agent-issue candidates — silence-timeouts, abnormally long calls, and anything the heuristic can't place. Pull these with call_logs_retrieve (they overflow to a file when large — parse with a script for loop/repeat detection rather than reading inline).
3. long call ≠ loop. A long call is NOT automatically an agent failure — verify before counting it. Check for an actually-repeated question (same normalized agent line ≥4×) or a runaway invented-question pattern. Many long calls are just thorough vetting (≈1:1 agent/candidate turns, no repeat).

Prefer the metrics we already built as the classification basis when they're attached to the agent/project — they encode the exact attribution rules:

• Call not answered (no pickup / voicemail) → defines the not-answered bucket (TRUE = not answered).
• All vetting questions asked (perf) → vetting completion on eligible calls (PASS = vetted).
• Testing agent ended call before hard vetting started → caller-side early drop (TRUE).
• All vetting questions asked (failure-flag) → agent skipped questions.

If those metrics haven't been evaluated on the window yet, you can either trigger them (call_logs_evaluate_metrics_create — costs eval credits, async) for an audited number, or classify by transcript/heuristic and report the result as an estimate (state which).

If call_logs_list returns 0, stop — pre-production agent, nothing to triage.

Step 3 — Classify each call

For each call, decide its outcome bucket (mutually exclusive) and, if it's an agent failure, which issue/mode. When flagged as a failure, record:

{ call_log_id, issue/mode, severity, evidence_quote, ended_reason, expected_behavior }

• evidence_quote — verbatim transcript slice (or failing metric justification). No paraphrasing; if you can't quote it, it isn't a flag.
• expected_behavior — one sentence on what the agent should have done (carries into a scenario's expected_outcome_prompt).

"Any genuine failure" taxonomy (when no explicit issue list):

A call can hit multiple issues — record each. But it lands in exactly one outcome bucket.

Step 3.5 — Attribution & recovery rules (prevents false failures)

Count a call as an agent failure ONLY when the agent under test caused it. Otherwise it goes in a non-agent bucket.

1. Caller-side / simulated-caller endings are NOT an agent failure. call_ended_reason ∈ {testing-agent-ended-call, customer-ended-call, Client disconnected: 1005/1012} before the agent could finish → non-vetted caller-side, not agent.
2. Recovery = not a failure. If the agent hit a rough patch but got what it needed and continued, don't flag it. Only flag when it stays stuck / cannot recover / the call derails.
3. Legitimate early exits are NOT a failure. Correctly stopping because the candidate declined, failed a hard requirement, or asked for a callback is correct behavior → counts as a clean / legitimate outcome, not an agent failure.
4. Agent interrupting / cutting off the user is NOT flagged by default — only if the user explicitly lists it.

If the user's explicit issue list contradicts a default (e.g. they do want caller drops counted), follow the user.

Step 4 — Quantify + distribute

Two computations over the full reviewed set (let N = total reviewed):

A. Failure rates. For each flagged issue: count / N = % of overall call logs with that failure. If the user framed it as "% of answered calls," compute against the answered denominator instead (answered = N − not_answered, where not-answered is the Call not answered bucket). State the denominator explicitly.

B. Outcome distribution. Assign every call to exactly one bucket and report counts + %:

not answered            : a/N
vetted                  : b/N   (= b/answered)
non-vetted caller-side  : c/N   (= c/answered)
non-vetted agent/system : d/N   (= d/answered)   ← the improvable slice

Sub-split a bucket when it's useful (the agent/system slice often splits into e.g. ASR-capture vs true agent loop; the caller-side slice into dropped before vetting began vs dropped mid-vetting — the latter maps to the Testing agent ended before hard vetting started metric).

Headline the improvable number: "X% of answered calls are improvable on our side" (the agent/system bucket), and note how much of the non-vetted total is caller-side (not an agent defect).

Step 5 — Report

# Call-log failure analysis — <agent_name> (`<agent_id>`)

**Window:** last <N> calls (<start> → <end>) · **Answered:** <A>
**Criteria:** <the confirmed KPI/issue list>

## Outcome distribution
| Bucket | Count | % of all | % of answered |
|---|---|---|---|
| Not answered | a | a/N | — |
| Vetted | b | b/N | b/A |
| Non-vetted — caller-side | c | c/N | c/A |
| Non-vetted — agent/system (improvable) | d | d/N | d/A |

→ **~d/A% of answered calls are improvable on our side.** (Caller-side = c/A%, not an agent defect.)

## Flagged failures (agent/system) — call IDs + rate
| Issue | Rate (of all) | Calls (evidence) |
|---|---|---|
| ASR capture → silence drop | 6/N | [<id>](…) "are you still there?" ×N → timeout; … |
| Loop | 1/N | [<id>](…) re-asked "which shift?" ×6 |

## Methodology & confidence
- Which calls were transcript-verified vs. heuristic-bucketed (ended_reason + duration).
- If the agent/system count is a lower bound (issues hidden inside agent-ended/caller-ended calls weren't all read), say so.
- Whether numbers are audited (metrics evaluated) or estimated (heuristic).

Rules:

• Every call reference is a markdown link to https://dashboard.cekura.ai/<project>/observe/<id>.
• Evidence is a verbatim quote (a short annotation like "asked 7 of 11" alongside is fine).
• List the flagged agent/system calls explicitly; for the large clean buckets, give counts only, never an enumerated roster of clean IDs.
• Direct, evidence-led tone. State the denominator behind every percentage.

Step 6 — Handoff

Flagged agent/system calls (<d/A>% of answered). Want me to turn these into regression scenarios? I can hand the flagged set to cekura-generate-scenarios, which clusters them and builds one evaluator per failure pattern.

If yes, invoke cekura-generate-scenarios and pass the flagged set — each entry already carries {call_log_id, issue/mode, severity, evidence_quote, expected_behavior}, exactly the per-call record it expects (it skips its own mining and goes straight to clustering). Don't re-triage there.

When to stop / redirect

• Single known call → a scenario: skip triage, go straight to cekura-generate-scenarios (single-call fast path).
• Why did one run fail (telephony, didn't connect, SIP, empty transcript) → that's run debugging, not call-log triage; investigate the run's telephony/agent configuration or contact Cekura support.
• No prod call logs (pre-production agent) → stop; nothing to triage.