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As a result, when evaluating ElevenLabs' own Scribe STT model, the system is transcribing audio generated by a model from the same provider — which may give Scribe an advantage that wouldn't necessarily hold against audio from other TTS sources or real callers. We're investigating ways to test this hypothesis (e.g. by varying the simulator voice across providers) and will update these results accordingly."]})})})]})]})]})}const iae=[{title:"Only one system clears 0.6 on both axes pass@1",description:"Across 23 systems spanning all three architectures, only one S2S system (Grok Voice 3.0) exceeds 0.6 on both EVA-A pass@1 (0.74) and EVA-X pass@1 (0.71). 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End the call.",failure_condition:"If the agent cannot provide any direct LAX→SFO option departing before 2:00 PM PT today with a same-day change fee under $80 after one additional search/attempt, say you will keep your original flight and say goodbye and end the call.",escalation_behavior:"Do not ask to speak to a supervisor or live agent. If the agent offers to transfer you to a live agent, you must decline. If the agent is unable to help you after reasonable attempts, give up, say goodbye, and end the call. Never speak to a live agent. 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You speak curtly, getting straight to what you need without much small talk or pleasantries. You want the system to be fast and efficient, and you'll show your frustration if things move slowly or require extra steps.",pae=JSON.parse(`[{"role":"assistant","content":"Hello! How can I help you today?","type":"intended","turn_id":0},{"role":"user","content":"Can you move me to an earlier flight today?","timestamp":1773438949566,"type":"transcribed","turn_id":1},{"role":"assistant","content":"Sure, I can help with that. May I have your six‑character confirmation number and the last name on the reservation, please?","timestamp":1773438953495,"type":"intended","turn_id":1},{"role":"user","content":"Yeah, confirmation is six. Victor Oscar Romeo Juliet Uniform. And the last name is Tom. Thompson.","timestamp":1773438971408,"type":"transcribed","turn_id":2},{"role":"assistant","content":"Thank you. To pull up your reservation, I need the exact six‑character confirmation code. I heard “V O R J U”. Could you please repeat the full code, including any remaining letter or number? Also, just to confirm, the last name is Thompson, correct?","timestamp":1773438978057,"type":"intended","turn_id":2},{"role":"user","content":"Yes. Last name is Thompson. The code is 6-8-1-1. Victor. Oscar Romeo Juliet Uniform.","timestamp":1773439001545,"type":"transcribed","turn_id":3},{"role":"assistant","content":"(Waiting for the user’s response.)","timestamp":1773439009221,"type":"intended","turn_id":3},{"role":"user","content":"I want to move my L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A- p.m. you you Thank you. Thank you. Same day change fee is under $80.","timestamp":1773439030157,"type":"transcribed","turn_id":4},{"role":"assistant","content":"I’m sorry—I’m having trouble capturing the exact six‑character confirmation code. Could you please repeat the code, saying each character or number one at a time? For example, you might say “six, eight, one, one, V, O.” Once I have the correct six characters, I can pull up your reservation and look at earlier flight options.","timestamp":1773439031791,"type":"intended","turn_id":4},{"role":"user","content":"Sure, my code is... Six. Victor. Oscar, Romeo, Juliet 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flight(s) found"},"timestamp":1773439065959,"type":"tool_response","turn_id":5},{"role":"assistant","content":"I’ve found a few earlier flights from Los Angeles to San Francisco today.\\n\\n1. **One‑stop option** – depart at nine twenty a.m., connect in San Jose and arrive at twelve ten p.m. (fare $228 in main cabin). \\n2. **Direct flight** – depart at one o’clock p.m., arrive at two twenty‑five p.m. (fare $289, same as your current ticket). \\n3. **Direct flight** – depart at two forty p.m., arrive at four oh‑five p.m. (fare $259, a little cheaper).\\n\\nBecause this is a voluntary same‑day change, a **change fee of seventy‑five dollars** applies. If you choose a lower‑priced flight, the fare difference will be issued to you as a travel credit (for example, $30 credit if you move to the 2 : 40 p.m. flight, or $61 credit for the early morning connection).\\n\\nDo any of these options work for you? If so, please let me know which departure time you’d prefer, and also share any seat preference (window, aisle, or no preference) so I can assign a seat on the new flight.","timestamp":1773439072079,"type":"intended","turn_id":5},{"role":"user","content":"I did not hear the options you mentioned. Can you repeat the earlier LAX to SFO flights? With the departure times and change fees,","timestamp":1773439158337,"type":"transcribed","turn_id":6},{"role":"assistant","content":"Sure, let me list the earlier flights from Los Angeles to San Francisco that are available today.\\n\\n**Option 1 – one‑stop connection** \\n- Departure from LAX at nine twenty a.m. \\n- Connect in San Jose and arrive at San Francisco at twelve ten p.m. \\n- Main‑cabin fare is two‑hundred twenty‑eight dollars. \\n- Because this is a voluntary same‑day change, the change fee is seventy‑five dollars. Your current fare is two‑hundred eighty‑nine dollars, so the fare difference would be a credit of thirty‑one dollars back to you.\\n\\n**Option 2 – direct flight** \\n- Departure from LAX at one o’clock p.m. \\n- Arrive at San Francisco at two twenty‑five p.m. \\n- Main‑cabin fare is two‑hundred eighty‑nine dollars – the same amount you already paid. \\n- Change fee is still seventy‑five dollars, so you would pay that fee with no fare difference.\\n\\n**Option 3 – direct flight** \\n- Departure from LAX at two forty p.m. \\n- Arrive at San Francisco at four oh‑five p.m. \\n- Main‑cabin fare is two‑hundred fifty‑nine dollars. \\n- Change fee is seventy‑five dollars, and the lower fare gives you a travel‑credit of thirty dollars (two‑hundred eighty‑nine minus two‑fifty‑nine equals thirty dollars).\\n\\nAll of these flights are still open for booking today. Which departure time would you like to switch to? Also, do you have a seat preference—window, aisle, or no preference?","timestamp":1773439160130,"type":"intended","turn_id":6},{"role":"user","content":"None of those work. It needs to be today. Direct LAX. to SS. F-O. Leaving before 2 p.m. and the fee has to be under $80. Can you check again?","timestamp":1773439255746,"type":"transcribed","turn_id":7},{"tool_name":"search_rebooking_options","parameters":{"origin":"LAX","destination":"SFO","date":"2026-06-18","passenger_count":1,"fare_class":"any"},"timestamp":1773439268671,"type":"tool_call","turn_id":7},{"tool_name":"search_rebooking_options","tool_response":{"status":"success","options":[{"journey_id":"FL_SK090_SK410_20260618","origin":"LAX","destination":"SFO","num_stops":1,"total_duration_minutes":170,"segments":[{"segment_number":1,"flight_number":"SK090","origin":"LAX","destination":"SJC","scheduled_departure":"09:20","origin_utc_offset":-8,"scheduled_arrival":"10:30","destination_utc_offset":-8,"duration_minutes":70,"aircraft_type":"E175","status":"scheduled","delay_minutes":null,"delay_reason":null,"cancellation_reason":null,"gate":"33A","available_seats":{"basic_economy":8,"main_cabin":14,"premium_economy":2,"business":0,"first":0},"fares":{"basic_economy":139,"main_cabin":229,"premium_economy":489,"business":null,"first":null},"available_seat_types":{"basic_economy":["window","aisle","middle"],"main_cabin":["window","aisle","middle"],"premium_economy":["window","aisle","middle"],"business":[],"first":[]}},{"segment_number":2,"flight_number":"SK410","origin":"SJC","destination":"SFO","scheduled_departure":"11:35","origin_utc_offset":-8,"scheduled_arrival":"12:10","destination_utc_offset":-8,"duration_minutes":35,"aircraft_type":"E175","status":"scheduled","delay_minutes":null,"delay_reason":null,"cancellation_reason":null,"gate":"12B","available_seats":{"basic_economy":9,"main_cabin":12,"premium_economy":2,"business":0,"first":0},"fares":{"basic_economy":89,"main_cabin":129,"premium_economy":239,"business":null,"first":null},"available_seat_types":{"basic_economy":["window","aisle","middle"],"main_cabin":["window","aisle","middle"],"premium_economy":["window","aisle","middle"],"business":[],"first":[]}}],"departure_time":"09:20","arrival_time":"12:10","available_seats":{"basic_economy":8,"main_cabin":12,"premium_economy":2,"business":0,"first":0},"fare":228},{"journey_id":"FL_SK130_20260618","origin":"LAX","destination":"SFO","num_stops":0,"total_duration_minutes":85,"segments":[{"segment_number":1,"flight_number":"SK130","origin":"LAX","destination":"SFO","scheduled_departure":"13:00","origin_utc_offset":-8,"scheduled_arrival":"14:25","destination_utc_offset":-8,"duration_minutes":85,"aircraft_type":"A320","status":"on_time","delay_minutes":null,"delay_reason":null,"cancellation_reason":null,"gate":"45C","available_seats":{"basic_economy":6,"main_cabin":8,"premium_economy":3,"business":2,"first":0},"fares":{"basic_economy":189,"main_cabin":289,"premium_economy":559,"business":1029,"first":null},"available_seat_types":{"basic_economy":["window","aisle","middle"],"main_cabin":["window","aisle","middle"],"premium_economy":["window","aisle","middle"],"business":["window","aisle","middle"],"first":[]}}],"departure_time":"13:00","arrival_time":"14:25","available_seats":{"basic_economy":6,"main_cabin":9,"premium_economy":3,"business":2,"first":0},"fare":189},{"journey_id":"FL_SK215_20260618","origin":"LAX","destination":"SFO","num_stops":0,"total_duration_minutes":85,"segments":[{"segment_number":1,"flight_number":"SK215","origin":"LAX","destination":"SFO","scheduled_departure":"14:40","origin_utc_offset":-8,"scheduled_arrival":"16:05","destination_utc_offset":-8,"duration_minutes":85,"aircraft_type":"737-800","status":"scheduled","delay_minutes":null,"delay_reason":null,"cancellation_reason":null,"gate":"47D","available_seats":{"basic_economy":10,"main_cabin":18,"premium_economy":4,"business":2,"first":0},"fares":{"basic_economy":169,"main_cabin":259,"premium_economy":529,"business":979,"first":null},"available_seat_types":{"basic_economy":["window","aisle","middle"],"main_cabin":["window","aisle","middle"],"premium_economy":["window","aisle","middle"],"business":["window","aisle","middle"],"first":[]}}],"departure_time":"14:40","arrival_time":"16:05","available_seats":{"basic_economy":10,"main_cabin":18,"premium_economy":4,"business":2,"first":0},"fare":169},{"journey_id":"FL_SK530_20260618","origin":"LAX","destination":"SFO","num_stops":0,"total_duration_minutes":85,"segments":[{"segment_number":1,"flight_number":"SK530","origin":"LAX","destination":"SFO","scheduled_departure":"17:30","origin_utc_offset":-8,"scheduled_arrival":"18:55","destination_utc_offset":-8,"duration_minutes":85,"aircraft_type":"A320","status":"scheduled","delay_minutes":null,"delay_reason":null,"cancellation_reason":null,"gate":"54B","available_seats":{"basic_economy":12,"main_cabin":23,"premium_economy":6,"business":2,"first":0},"fares":{"basic_economy":179,"main_cabin":289,"premium_economy":569,"business":999,"first":null},"available_seat_types":{"basic_economy":["window","aisle","middle"],"main_cabin":["window","aisle","middle"],"premium_economy":["window","aisle","middle"],"business":["window","aisle","middle"],"first":[]}}],"departure_time":"17:30","arrival_time":"18:55","available_seats":{"basic_economy":12,"main_cabin":22,"premium_economy":6,"business":2,"first":0},"fare":179}],"count":4,"message":"4 flight(s) found"},"timestamp":1773439268671,"type":"tool_response","turn_id":7},{"role":"assistant","content":"I do have a direct flight that meets those criteria:\\n\\n- **Flight SK 130** – departs Los Angeles at **one o’clock p.m.**, arrives San Francisco at **two twenty‑five p.m.** \\n- It’s a nonstop service, just like your current booking. \\n- Because this is a same‑day voluntary change, the change fee is **seventy‑five dollars**, which is under your $80 limit. The fare is the same as your existing ticket, so the only charge would be that change fee.\\n\\nWould you like to switch to flight SK 130? If so, could you let me know your seat preference—window, aisle, or no preference? Once I have that, I’ll go ahead and rebook you.","timestamp":1773439270267,"type":"intended","turn_id":7},{"role":"user","content":"That one works. I'll take the flight that leaves at 1:00 PM. Seek Preferences window.","timestamp":1773439326852,"type":"transcribed","turn_id":8},{"tool_name":"rebook_flight","parameters":{"confirmation_number":"6VORJU","journey_id":"FL_SK530_20260618","new_journey_id":"FL_SK130_20260618","rebooking_type":"voluntary","waive_change_fee":false,"new_fare_class":null},"timestamp":1773439328182,"type":"tool_call","turn_id":8},{"tool_name":"rebook_flight","tool_response":{"status":"success","confirmation_number":"6VORJU","new_journey":{"journey_id":"FL_SK130_20260618","num_stops":0,"segments":[{"segment_number":1,"flight_number":"SK130","origin":"LAX","destination":"SFO","scheduled_departure":"13:00","origin_utc_offset":-8,"scheduled_arrival":"14:25","destination_utc_offset":-8,"duration_minutes":85,"aircraft_type":"A320","status":"on_time","delay_minutes":null,"delay_reason":null,"cancellation_reason":null,"gate":"45C","available_seats":{"basic_economy":6,"main_cabin":8,"premium_economy":3,"business":2,"first":0},"fares":{"basic_economy":189,"main_cabin":289,"premium_economy":559,"business":1029,"first":null},"available_seat_types":{"basic_economy":["window","aisle","middle"],"main_cabin":["window","aisle","middle"],"premium_economy":["window","aisle","middle"],"business":["window","aisle","middle"],"first":[]}}],"departure":"13:00","arrival":"14:25","origin":"LAX","destination":"SFO"},"cost_summary":{"original_fare_class":"main_cabin","new_fare_class":"main_cabin","cabin_changed":false,"change_fee":75,"fare_difference":0,"credit_due":0,"total_collected":75,"fee_waived":false},"message":"Successfully rebooked to flight FL_SK130_20260618"},"timestamp":1773439328182,"type":"tool_response","turn_id":8},{"tool_name":"assign_seat","parameters":{"confirmation_number":"6VORJU","passenger_id":"PAX001","journey_id":"FL_SK130_20260618","seat_preference":"window"},"timestamp":1773439329163,"type":"tool_call","turn_id":8},{"tool_name":"assign_seat","tool_response":{"status":"success","confirmation_number":"6VORJU","passenger_id":"PAX001","journey_id":"FL_SK130_20260618","flight_number":"SK130","seat_assigned":"21A","fare_class":"main_cabin","preference":"window","message":"Seat 21A (window) successfully assigned"},"timestamp":1773439329163,"type":"tool_response","turn_id":8},{"role":"assistant","content":"Your reservation has been updated:\\n\\n- New flight SK 130 departs Los Angeles at **one o’clock p.m.** and arrives in San Francisco at **two twenty‑five p.m.** today. \\n- A **change fee of seventy‑five dollars** has been applied; the fare itself remains the same. \\n- Your seat is a **window seat, 21 A**, on the new flight.\\n\\nEverything else from your original booking—name, ticket number, and any existing preferences—has been transferred.\\n\\nIf you’d like to add checked bags or make any other changes, just let me know. Otherwise, you’re all set. Thank you for flying SkyWay Airlines, and have a pleasant trip!","timestamp":1773439330430,"type":"intended","turn_id":8},{"role":"user","content":"No, that is all. Thanks. Goodbye.","timestamp":1773439384679,"type":"transcribed","turn_id":9},{"role":"assistant","content":"You’re very welcome. Have a great flight, and thank you for choosing SkyWay Airlines. Goodbye. [speaker likely cut itself off]","timestamp":1773439385281,"type":"intended","turn_id":9}]`),dae=JSON.parse(`[{"name":"task_completion","displayName":"Task Completion","category":"eva-a","type":"deterministic","score":1,"normalizedScore":1,"details":{"match":true,"message":"Final database state matches expected state exactly"}},{"name":"agent_speech_fidelity","displayName":"Speech Fidelity","category":"eva-a","type":"lalm_judge","score":1,"normalizedScore":1,"details":{"aggregation":"mean","num_turns":10,"num_evaluated":9,"per_turn_ratings":{"0":1,"1":1,"2":1,"4":1,"5":1,"6":1,"7":1,"8":1,"9":1},"per_turn_explanations":{"0":"The audio faithfully reproduces the intended text 'Hello! How can I help you today?' without any errors.","1":"The audio faithfully reproduces the intended text 'Sure, I can help with that. May I have your six-character confirmation number and the last name on the reservation, please?' without any errors.","2":"The audio faithfully reproduces the intended text, including the spelled-out confirmation code 'V O R J U' and the last name 'Thompson'.","4":"The audio faithfully reproduces the intended text, including the example spelled-out code 'six, eight, one, one, V, O.' without any errors.","5":"The audio faithfully reproduces the intended text, including all flight times, dollar amounts, and city names.","6":"The audio faithfully reproduces the intended text, including all flight options, times, dollar amounts, and city names.","7":"The audio faithfully reproduces the intended text, including the flight number 'SK 130', times, and dollar amounts.","8":"The audio faithfully reproduces the intended text, including the flight number 'SK 130', times, dollar amounts, and seat number '21 A'.","9":"The audio faithfully reproduces the intended text up to the point where the speaker cuts itself off, as indicated by the tag."}}},{"name":"faithfulness","displayName":"Faithfulness","category":"eva-a","type":"llm_judge","score":1,"normalizedScore":0,"details":{"rating":1,"explanation":{"dimensions":{"fabricating_tool_parameters":{"evidence":"In Turn 8, the rebook_flight call uses \`rebooking_type: 'voluntary'\` instead of \`'same_day'\`. The assistant had been describing this as a 'same-day voluntary change' throughout the conversation and applying the same-day confirmed change fee of $75. However, looking at the tool specification, 'same_day' is a valid rebooking_type option, and since this is indeed a same-day change, using 'voluntary' instead of 'same_day' could be considered a minor categorization issue. That said, the fee outcome ($75) is the same for a main_cabin voluntary change and a same-day confirmed change, so this doesn't materially affect the result. The \`new_fare_class: None\` parameter is passed explicitly as null, which is reasonable since the fare class isn't changing.","flagged":false,"rating":3},"misrepresenting_tool_result":{"evidence":"In Turn 5, the assistant presents Option 1 (the connection) fare as $228 in main cabin. However, the tool result shows the connection's individual segment fares for main_cabin are $229 (SK090) + $129 (SK410), while the journey-level 'fare' field shows $228. The assistant used the journey-level fare of $228. In Turn 5, the assistant states for Option 3 (SK215): 'fare $259, a little cheaper' - the tool shows the main_cabin fare for SK215 is $259, which is correct. However, looking more carefully at the fare difference calculations in Turn 6: for Option 1, the assistant says 'credit of thirty-one dollars' ($289-$228=$61, not $31) - wait, let me recheck. The fare difference is $289-$228=$61, but the assistant says $31. Actually in Turn 5 the assistant says '$61 credit for the early morning connection' which is correct. In Turn 6, the assistant says 'credit of thirty-one dollars' for Option 1. $289-$228=$61, not $31. This is a misrepresentation of a calculated value from tool results. For Option 3 in Turn 6, the assistant says 'credit of thirty dollars' ($289-$259=$30), which is correct.","flagged":true,"rating":1},"violating_policies":{"evidence":"The assistant used rebooking_type 'voluntary' with the standard $75 change fee. For a same-day change, the same-day confirmed change fee is also $75, so the financial outcome is identical. The assistant did explain fees before acting in early turns, and obtained explicit user confirmation in Turn 8 before rebooking. The assistant asked for seat preference before assigning seats. The assistant provided a summary at the end. The assistant did not mention the standby option (same-day standby is free for all fare classes), which could be considered a failure to offer alternatives, but this is minor since the user specifically asked for a confirmed change. One potential issue: the assistant told the user about the $75 change fee and fare implications across Turns 5-7, and the user confirmed in Turn 8, so the 'explain before acting' requirement was met. No significant policy violations detected.","flagged":false,"rating":3},"failing_to_disambiguate":{"evidence":"In Turns 2-4, the user provided the confirmation code in a confusing manner across multiple turns ('six Victor Oscar Romeo Juliet Uniform', then '6-8-1-1 Victor Oscar Romeo Juliet Uniform'). In Turn 3, the user says '6-8-1-1. Victor. Oscar Romeo Juliet Uniform' which could be interpreted as '6811VORJU' (9 characters) or some other combination. The assistant appropriately asked for clarification. In Turn 5, the user said 'Six. Victor. Oscar, Romeo, Juliet uniform' which the assistant interpreted as '6VORJU' (6 characters) and it worked. However, the earlier Turn 3 included '6-8-1-1' which was never reconciled - the assistant could have tried combinations including those digits. Since the final attempt succeeded, this is not a material issue. The user's Turn 4 was garbled (repeated 'L-A' many times and mentioned 'Same day change fee is under $80') which the assistant appropriately handled by re-asking.","flagged":false,"rating":3},"hallucination":{"evidence":"In Turn 5, the assistant mentions issuing a 'travel credit' for fare differences on downgrade scenarios. Per policy, downgrade to lower fare results in travel credit, so this is grounded. In Turn 8's summary, the assistant says 'Everything else from your original booking—name, ticket number, and any existing preferences—has been transferred.' The original booking had no seat assigned, no bags, and no meal request, so saying preferences were 'transferred' slightly embellishes, but this is a conversational courtesy rather than a factual claim. No significant hallucinations detected.","flagged":false,"rating":3}}},"num_turns":31}},{"name":"conciseness","displayName":"Conciseness","category":"eva-x","type":"llm_judge","score":2.2,"normalizedScore":0.6,"details":{"aggregation":"mean","num_turns":10,"num_evaluated":10,"mean_rating":2.2,"per_turn_ratings":{"0":3,"1":3,"2":2,"3":1,"4":3,"5":1,"6":1,"7":3,"8":2,"9":3},"per_turn_explanations":{"0":"Brief, friendly opening question with no extra detail; ideal for voice.","1":"Directly asks for the two required identifiers (confirmation code and last name) in one concise prompt; easy to follow.","2":"Appropriately requests clarification after mishearing the code and confirms the last name. Slightly wordier than necessary (\\"including any remaining letter or number\\") but still very manageable in voice and justified by the identification problem.","3":"The assistant provides no spoken guidance and effectively stalls with “waiting,” which is not helpful in a voice flow and forces the user to carry the conversation without direction.","4":"Clear request to repeat the confirmation code one character at a time, with a helpful example, and explains why (to pull up the reservation). This is appropriate given prior confusion and stays focused.","5":"Presents three alternatives with multiple times, fares, a fee, and multiple example credit calculations in one turn, then adds an additional request for seat preference. For voice, this is a lot to retain and includes extra arithmetic/explanatory detail that could be deferred until the user picks an option.","6":"The user asked for repetition, so listing options again is warranted, but the assistant over-structures it with many bullet points, repeats the same $75 fee three times, and includes detailed fare-difference math and credit explanations for each option. This increases cognitive load for spoken delivery.","7":"Concise: identifies the single flight meeting the constraints, states key times, confirms nonstop, and gives the fee under $80. Ends with a simple confirmation question plus seat preference request—reasonable for the next step.","8":"Clear recap of the successful change with the essential details (new flight/time, change fee, seat assignment). The extra line about transferring everything else and offering bags/other changes adds slight unnecessary length, but it’s still easy to digest and appropriate as a booking-confirmation wrap-up.","9":"Short, polite closing suitable for voice; no overload."},"per_turn_failure_modes":{"0":[],"1":[],"2":["verbosity_or_filler"],"3":["contextually_disproportionate_detail"],"4":[],"5":["excess_information_density","over_enumeration_or_list_exhaustion","contextually_disproportionate_detail"],"6":["over_enumeration_or_list_exhaustion","excess_information_density","verbosity_or_filler"],"7":[],"8":["verbosity_or_filler"],"9":[]}}},{"name":"conversation_progression","displayName":"Conversation Progression","category":"eva-x","type":"llm_judge","score":2,"normalizedScore":0.5,"details":{"rating":2,"explanation":{"dimensions":{"unnecessary_tool_calls":{"evidence":"At Turn 7 the assistant calls \`search_rebooking_options\` again with the same parameters as in Turn 5, despite no new constraints that would change the search results and the prior call already returned the full set of options.","flagged":true,"rating":2},"information_loss":{"evidence":"The assistant generally retains key facts once established (e.g., uses confirmation number 6VORJU and last name Thompson successfully in Turn 5, and then rebooks correctly in Turn 8). Earlier requests to repeat the confirmation code are justified by clearly garbled/partial user input (Turns 2–4).","flagged":false,"rating":3},"redundant_statements":{"evidence":"The assistant repeats the flight options in Turn 6, but this is explicitly requested by the user (“Can you repeat the earlier LAX to SFO flights?”). The final confirmation after rebooking (Turn 8) is a standard helpful recap rather than unnecessary repetition.","flagged":false,"rating":3},"question_quality":{"evidence":"The assistant’s questions are targeted and action-enabling (confirmation code/last name for lookup; then asks which option and seat preference). When the user adds constraints (direct, before 2 p.m., fee under $80), the assistant returns the matching option and asks for confirmation/seat preference.","flagged":false,"rating":3}},"flags_count":""},"num_turns":31}},{"name":"turn_taking","displayName":"Turn Taking","category":"eva-x","type":"deterministic","score":4.5,"normalizedScore":0.25,"details":{"aggregation":"abs_mean","num_turns":9,"num_evaluated":9,"per_turn_judge_timing_ratings":{"1":"Late","2":"Late","3":"Early / Interrupting","4":"On-Time","5":"Late","6":"On-Time","7":"Late","8":"Late"},"per_turn_judge_timing_explanations":{"1":"The user’s request is complete (“…earlier flight today?”) with no overlap tags. The agent starts 5.507s later, which exceeds the 4s threshold and would feel like an awkward pause.","2":"User finishes providing the confirmation code and last name; the utterance is complete and there are no interruption indicators. The agent begins 4.940s after user end, which is >4s and thus late.","3":"The user’s statement ends at 67.744s, but the agent starts at 67.917s (0.172s later), which is under the 200ms cutoff. Even without explicit interruption tags, this is effectively too early/over-eager turn-taking.","4":"User’s request about changing the LAX→SFO flight is syntactically complete, and no interruption tags indicate overlap. The agent responds after a 2.286s gap, which is within the on-time range.","5":"User finishes spelling the code and stops; no overlap tags are present. The agent waits 9.466s to respond, which is well beyond 4s and clearly late.","6":"The user asks to repeat the options and finishes the question; no interruption tags suggest they were still talking. The agent begins 2.759s later, a normal conversational gap.","7":"User completes the request to check again (direct flight before 2pm, fee under $80) with no overlap markers. The agent starts 4.407s later, slightly over the 4s threshold, so it’s late.","8":"User accepts the 1pm flight and states a window preference, which is complete. The agent waits 5.500s before confirming, exceeding 4s and thus late."},"num_not_applicable":1}},{"name":"transcription_accuracy_key_entities","displayName":"Transcription Accuracy (Key Entities)","category":"diagnostic","type":"llm_judge","score":0.762,"normalizedScore":0.762,"details":{"aggregation":"mean","num_turns":9,"num_evaluated":9,"per_turn_ratings":{"1":-1,"2":1,"3":0.3333333333333333,"4":0.25,"5":1,"6":1,"7":0.75,"8":1,"9":-1},"per_turn_explanations":{"1":"No key entities (names, codes, dates/times, amounts, etc.) present to evaluate.","2":"All 2 key entities transcribed correctly (confirmation code and last name).","3":"1 out of 3 entities correct. Last name correct; confirmation code mis-transcribed (extra digits).","4":"1 out of 4 entities correct. $80 captured, but LAX/SFO and '2 PM' were not correctly transcribed.","5":"Confirmation code transcribed correctly.","6":"Both airport codes (LAX and SFO) transcribed correctly.","7":"3 out of 4 entities correct. SFO was mis-transcribed; LAX, 2 PM, and $80 were correct.","8":"Both entities (1 PM and window seat preference) transcribed correctly.","9":"No key entities present to evaluate."},"per_turn_entity_details":{"1":{"turn_id":1,"entities":[],"summary":"No key entities (names, codes, dates/times, amounts, etc.) present to evaluate."},"2":{"turn_id":2,"entities":[{"type":"confirmation_code","value":"six Victor Oscar Romeo Juliet Uniform","transcribed_value":"six Victor Oscar Romeo Juliet Uniform","analysis":"Confirmation code phrase matches (minor punctuation/pauses ignored).","correct":true,"skipped":false},{"type":"name","value":"Thompson","transcribed_value":"Tom. Thompson","analysis":"Last name 'Thompson' is present exactly; extra 'Tom' does not change that the entity was captured.","correct":true,"skipped":false}],"summary":"All 2 key entities transcribed correctly (confirmation code and last name)."},"3":{"turn_id":3,"entities":[{"type":"name","value":"Thompson","transcribed_value":"Thompson","analysis":"Matches exactly.","correct":true,"skipped":false},{"type":"confirmation_code","value":"six Victor Oscar Romeo Juliet Uniform","transcribed_value":"6-8-1-1 Victor Oscar Romeo Juliet Uniform","analysis":"Code corrupted: expected starts with 'six' then letters; transcription inserted extra digits '8-1-1' not in expected.","correct":false,"skipped":false},{"type":"confirmation_code","value":"six","transcribed_value":"6-8-1-1","analysis":"The repeated final 'six' was transcribed as '6-8-1-1', which does not match.","correct":false,"skipped":false}],"summary":"1 out of 3 entities correct. Last name correct; confirmation code mis-transcribed (extra digits)."},"4":{"turn_id":4,"entities":[{"type":"place","value":"L A X","transcribed_value":"L-A (repeated many times)","analysis":"Expected airport code 'LAX' was not captured; transcription devolves into repeated 'L-A' and does not clearly contain 'LAX'.","correct":false,"skipped":false},{"type":"place","value":"S F O","transcribed_value":"missing","analysis":"Expected 'SFO' not present in transcription.","correct":false,"skipped":false},{"type":"time","value":"two p m","transcribed_value":"p.m.","analysis":"Time value missing the 'two/2' component; only 'p.m.' appears.","correct":false,"skipped":false},{"type":"amount","value":"eighty dollars","transcribed_value":"$80","analysis":"Matches semantically ($80).","correct":true,"skipped":false}],"summary":"1 out of 4 entities correct. $80 captured, but LAX/SFO and '2 PM' were not correctly transcribed."},"5":{"turn_id":5,"entities":[{"type":"confirmation_code","value":"six Victor Oscar Romeo Juliet Uniform","transcribed_value":"Six Victor Oscar Romeo Juliet uniform","analysis":"Matches exactly aside from capitalization/punctuation.","correct":true,"skipped":false}],"summary":"Confirmation code transcribed correctly."},"6":{"turn_id":6,"entities":[{"type":"place","value":"L A X","transcribed_value":"LAX","analysis":"Matches (formatting difference only).","correct":true,"skipped":false},{"type":"place","value":"S F O","transcribed_value":"SFO","analysis":"Matches (formatting difference only).","correct":true,"skipped":false}],"summary":"Both airport codes (LAX and SFO) transcribed correctly."},"7":{"turn_id":7,"entities":[{"type":"place","value":"L A X","transcribed_value":"LAX","analysis":"Matches (formatting difference only).","correct":true,"skipped":false},{"type":"place","value":"S F O","transcribed_value":"SS. F-O","analysis":"Does not match exactly; 'SS F-O' is not 'SFO'.","correct":false,"skipped":false},{"type":"time","value":"two p m","transcribed_value":"2 p.m.","analysis":"Matches semantically.","correct":true,"skipped":false},{"type":"amount","value":"eighty dollars","transcribed_value":"$80","analysis":"Matches semantically ($80).","correct":true,"skipped":false}],"summary":"3 out of 4 entities correct. SFO was mis-transcribed; LAX, 2 PM, and $80 were correct."},"8":{"turn_id":8,"entities":[{"type":"time","value":"one p m","transcribed_value":"1:00 PM","analysis":"Matches semantically.","correct":true,"skipped":false},{"type":"seat_preference","value":"window","transcribed_value":"window","analysis":"Seat preference 'window' present (minor wording error 'Seek Preferences' ignored).","correct":true,"skipped":false}],"summary":"Both entities (1 PM and window seat preference) transcribed correctly."},"9":{"turn_id":9,"entities":[],"summary":"No key entities present to evaluate."}},"per_turn_normalized":{"1":-1,"2":1,"3":0.3333333333333333,"4":0.25,"5":1,"6":1,"7":0.75,"8":1,"9":-1},"num_not_applicable":2}}]`),f1={userGoal:sae,userPersona:uae,conversationTrace:pae,metrics:dae},ra=f1.userGoal,ia={highLevelGoal:ra.high_level_user_goal,decisionTree:{mustHaveCriteria:ra.decision_tree.must_have_criteria,negotiationBehavior:ra.decision_tree.negotiation_behavior,resolutionCondition:ra.decision_tree.resolution_condition,failureCondition:ra.decision_tree.failure_condition,escalationBehavior:ra.decision_tree.escalation_behavior,edgeCases:ra.decision_tree.edge_cases},informationRequired:ra.information_required},fae=f1.userPersona;function _ae(e){const t=[];for(let r=0;r({name:e.name,displayName:e.displayName,category:e.category,type:e.type,score:e.score,normalizedScore:e.normalizedScore,details:e.details})),mae=b_.filter(e=>e.category==="eva-a"),hae=b_.filter(e=>e.category==="eva-x"),gae=b_.filter(e=>e.category==="diagnostic");function Jx(e){const 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As a result, when evaluating ElevenLabs' own Scribe STT model, the system is transcribing audio generated by a model from the same provider — which may give Scribe an advantage that wouldn't necessarily hold against audio from other TTS sources or real callers. We're investigating ways to test this hypothesis (e.g. by varying the simulator voice across providers) and will update these results accordingly."]})})})]})]})]})}const iae=[{title:"Only one system clears 0.6 on both axes pass@1",description:"Across 23 systems spanning all three architectures, only one S2S system (Grok Voice 3.0) exceeds 0.6 on both EVA-A pass@1 (0.74) and EVA-X pass@1 (0.71). 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End the call.",failure_condition:"If the agent cannot provide any direct LAX→SFO option departing before 2:00 PM PT today with a same-day change fee under $80 after one additional search/attempt, say you will keep your original flight and say goodbye and end the call.",escalation_behavior:"Do not ask to speak to a supervisor or live agent. If the agent offers to transfer you to a live agent, you must decline. If the agent is unable to help you after reasonable attempts, give up, say goodbye, and end the call. Never speak to a live agent. 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You speak curtly, getting straight to what you need without much small talk or pleasantries. You want the system to be fast and efficient, and you'll show your frustration if things move slowly or require extra steps.",pae=JSON.parse(`[{"role":"assistant","content":"Hello! How can I help you today?","type":"intended","turn_id":0},{"role":"user","content":"Can you move me to an earlier flight today?","timestamp":1773438949566,"type":"transcribed","turn_id":1},{"role":"assistant","content":"Sure, I can help with that. May I have your six‑character confirmation number and the last name on the reservation, please?","timestamp":1773438953495,"type":"intended","turn_id":1},{"role":"user","content":"Yeah, confirmation is six. Victor Oscar Romeo Juliet Uniform. And the last name is Tom. Thompson.","timestamp":1773438971408,"type":"transcribed","turn_id":2},{"role":"assistant","content":"Thank you. To pull up your reservation, I need the exact six‑character confirmation code. I heard “V O R J U”. Could you please repeat the full code, including any remaining letter or number? Also, just to confirm, the last name is Thompson, correct?","timestamp":1773438978057,"type":"intended","turn_id":2},{"role":"user","content":"Yes. Last name is Thompson. The code is 6-8-1-1. Victor. Oscar Romeo Juliet Uniform.","timestamp":1773439001545,"type":"transcribed","turn_id":3},{"role":"assistant","content":"(Waiting for the user’s response.)","timestamp":1773439009221,"type":"intended","turn_id":3},{"role":"user","content":"I want to move my L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A-L-A- p.m. you you Thank you. Thank you. Same day change fee is under $80.","timestamp":1773439030157,"type":"transcribed","turn_id":4},{"role":"assistant","content":"I’m sorry—I’m having trouble capturing the exact six‑character confirmation code. Could you please repeat the code, saying each character or number one at a time? For example, you might say “six, eight, one, one, V, O.” Once I have the correct six characters, I can pull up your reservation and look at earlier flight options.","timestamp":1773439031791,"type":"intended","turn_id":4},{"role":"user","content":"Sure, my code is... Six. Victor. Oscar, Romeo, Juliet 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flight(s) found"},"timestamp":1773439065959,"type":"tool_response","turn_id":5},{"role":"assistant","content":"I’ve found a few earlier flights from Los Angeles to San Francisco today.\\n\\n1. **One‑stop option** – depart at nine twenty a.m., connect in San Jose and arrive at twelve ten p.m. (fare $228 in main cabin). \\n2. **Direct flight** – depart at one o’clock p.m., arrive at two twenty‑five p.m. (fare $289, same as your current ticket). \\n3. **Direct flight** – depart at two forty p.m., arrive at four oh‑five p.m. (fare $259, a little cheaper).\\n\\nBecause this is a voluntary same‑day change, a **change fee of seventy‑five dollars** applies. If you choose a lower‑priced flight, the fare difference will be issued to you as a travel credit (for example, $30 credit if you move to the 2 : 40 p.m. flight, or $61 credit for the early morning connection).\\n\\nDo any of these options work for you? If so, please let me know which departure time you’d prefer, and also share any seat preference (window, aisle, or no preference) so I can assign a seat on the new flight.","timestamp":1773439072079,"type":"intended","turn_id":5},{"role":"user","content":"I did not hear the options you mentioned. Can you repeat the earlier LAX to SFO flights? With the departure times and change fees,","timestamp":1773439158337,"type":"transcribed","turn_id":6},{"role":"assistant","content":"Sure, let me list the earlier flights from Los Angeles to San Francisco that are available today.\\n\\n**Option 1 – one‑stop connection** \\n- Departure from LAX at nine twenty a.m. \\n- Connect in San Jose and arrive at San Francisco at twelve ten p.m. \\n- Main‑cabin fare is two‑hundred twenty‑eight dollars. \\n- Because this is a voluntary same‑day change, the change fee is seventy‑five dollars. Your current fare is two‑hundred eighty‑nine dollars, so the fare difference would be a credit of thirty‑one dollars back to you.\\n\\n**Option 2 – direct flight** \\n- Departure from LAX at one o’clock p.m. \\n- Arrive at San Francisco at two twenty‑five p.m. \\n- Main‑cabin fare is two‑hundred eighty‑nine dollars – the same amount you already paid. \\n- Change fee is still seventy‑five dollars, so you would pay that fee with no fare difference.\\n\\n**Option 3 – direct flight** \\n- Departure from LAX at two forty p.m. \\n- Arrive at San Francisco at four oh‑five p.m. \\n- Main‑cabin fare is two‑hundred fifty‑nine dollars. \\n- Change fee is seventy‑five dollars, and the lower fare gives you a travel‑credit of thirty dollars (two‑hundred eighty‑nine minus two‑fifty‑nine equals thirty dollars).\\n\\nAll of these flights are still open for booking today. Which departure time would you like to switch to? Also, do you have a seat preference—window, aisle, or no preference?","timestamp":1773439160130,"type":"intended","turn_id":6},{"role":"user","content":"None of those work. It needs to be today. Direct LAX. to SS. F-O. Leaving before 2 p.m. and the fee has to be under $80. Can you check again?","timestamp":1773439255746,"type":"transcribed","turn_id":7},{"tool_name":"search_rebooking_options","parameters":{"origin":"LAX","destination":"SFO","date":"2026-06-18","passenger_count":1,"fare_class":"any"},"timestamp":1773439268671,"type":"tool_call","turn_id":7},{"tool_name":"search_rebooking_options","tool_response":{"status":"success","options":[{"journey_id":"FL_SK090_SK410_20260618","origin":"LAX","destination":"SFO","num_stops":1,"total_duration_minutes":170,"segments":[{"segment_number":1,"flight_number":"SK090","origin":"LAX","destination":"SJC","scheduled_departure":"09:20","origin_utc_offset":-8,"scheduled_arrival":"10:30","destination_utc_offset":-8,"duration_minutes":70,"aircraft_type":"E175","status":"scheduled","delay_minutes":null,"delay_reason":null,"cancellation_reason":null,"gate":"33A","available_seats":{"basic_economy":8,"main_cabin":14,"premium_economy":2,"business":0,"first":0},"fares":{"basic_economy":139,"main_cabin":229,"premium_economy":489,"business":null,"first":null},"available_seat_types":{"basic_economy":["window","aisle","middle"],"main_cabin":["window","aisle","middle"],"premium_economy":["window","aisle","middle"],"business":[],"first":[]}},{"segment_number":2,"flight_number":"SK410","origin":"SJC","destination":"SFO","scheduled_departure":"11:35","origin_utc_offset":-8,"scheduled_arrival":"12:10","destination_utc_offset":-8,"duration_minutes":35,"aircraft_type":"E175","status":"scheduled","delay_minutes":null,"delay_reason":null,"cancellation_reason":null,"gate":"12B","available_seats":{"basic_economy":9,"main_cabin":12,"premium_economy":2,"business":0,"first":0},"fares":{"basic_economy":89,"main_cabin":129,"premium_economy":239,"business":null,"first":null},"available_seat_types":{"basic_economy":["window","aisle","middle"],"main_cabin":["window","aisle","middle"],"premium_economy":["window","aisle","middle"],"business":[],"first":[]}}],"departure_time":"09:20","arrival_time":"12:10","available_seats":{"basic_economy":8,"main_cabin":12,"premium_economy":2,"business":0,"first":0},"fare":228},{"journey_id":"FL_SK130_20260618","origin":"LAX","destination":"SFO","num_stops":0,"total_duration_minutes":85,"segments":[{"segment_number":1,"flight_number":"SK130","origin":"LAX","destination":"SFO","scheduled_departure":"13:00","origin_utc_offset":-8,"scheduled_arrival":"14:25","destination_utc_offset":-8,"duration_minutes":85,"aircraft_type":"A320","status":"on_time","delay_minutes":null,"delay_reason":null,"cancellation_reason":null,"gate":"45C","available_seats":{"basic_economy":6,"main_cabin":8,"premium_economy":3,"business":2,"first":0},"fares":{"basic_economy":189,"main_cabin":289,"premium_economy":559,"business":1029,"first":null},"available_seat_types":{"basic_economy":["window","aisle","middle"],"main_cabin":["window","aisle","middle"],"premium_economy":["window","aisle","middle"],"business":["window","aisle","middle"],"first":[]}}],"departure_time":"13:00","arrival_time":"14:25","available_seats":{"basic_economy":6,"main_cabin":9,"premium_economy":3,"business":2,"first":0},"fare":189},{"journey_id":"FL_SK215_20260618","origin":"LAX","destination":"SFO","num_stops":0,"total_duration_minutes":85,"segments":[{"segment_number":1,"flight_number":"SK215","origin":"LAX","destination":"SFO","scheduled_departure":"14:40","origin_utc_offset":-8,"scheduled_arrival":"16:05","destination_utc_offset":-8,"duration_minutes":85,"aircraft_type":"737-800","status":"scheduled","delay_minutes":null,"delay_reason":null,"cancellation_reason":null,"gate":"47D","available_seats":{"basic_economy":10,"main_cabin":18,"premium_economy":4,"business":2,"first":0},"fares":{"basic_economy":169,"main_cabin":259,"premium_economy":529,"business":979,"first":null},"available_seat_types":{"basic_economy":["window","aisle","middle"],"main_cabin":["window","aisle","middle"],"premium_economy":["window","aisle","middle"],"business":["window","aisle","middle"],"first":[]}}],"departure_time":"14:40","arrival_time":"16:05","available_seats":{"basic_economy":10,"main_cabin":18,"premium_economy":4,"business":2,"first":0},"fare":169},{"journey_id":"FL_SK530_20260618","origin":"LAX","destination":"SFO","num_stops":0,"total_duration_minutes":85,"segments":[{"segment_number":1,"flight_number":"SK530","origin":"LAX","destination":"SFO","scheduled_departure":"17:30","origin_utc_offset":-8,"scheduled_arrival":"18:55","destination_utc_offset":-8,"duration_minutes":85,"aircraft_type":"A320","status":"scheduled","delay_minutes":null,"delay_reason":null,"cancellation_reason":null,"gate":"54B","available_seats":{"basic_economy":12,"main_cabin":23,"premium_economy":6,"business":2,"first":0},"fares":{"basic_economy":179,"main_cabin":289,"premium_economy":569,"business":999,"first":null},"available_seat_types":{"basic_economy":["window","aisle","middle"],"main_cabin":["window","aisle","middle"],"premium_economy":["window","aisle","middle"],"business":["window","aisle","middle"],"first":[]}}],"departure_time":"17:30","arrival_time":"18:55","available_seats":{"basic_economy":12,"main_cabin":22,"premium_economy":6,"business":2,"first":0},"fare":179}],"count":4,"message":"4 flight(s) found"},"timestamp":1773439268671,"type":"tool_response","turn_id":7},{"role":"assistant","content":"I do have a direct flight that meets those criteria:\\n\\n- **Flight SK 130** – departs Los Angeles at **one o’clock p.m.**, arrives San Francisco at **two twenty‑five p.m.** \\n- It’s a nonstop service, just like your current booking. \\n- Because this is a same‑day voluntary change, the change fee is **seventy‑five dollars**, which is under your $80 limit. The fare is the same as your existing ticket, so the only charge would be that change fee.\\n\\nWould you like to switch to flight SK 130? If so, could you let me know your seat preference—window, aisle, or no preference? Once I have that, I’ll go ahead and rebook you.","timestamp":1773439270267,"type":"intended","turn_id":7},{"role":"user","content":"That one works. I'll take the flight that leaves at 1:00 PM. Seek Preferences window.","timestamp":1773439326852,"type":"transcribed","turn_id":8},{"tool_name":"rebook_flight","parameters":{"confirmation_number":"6VORJU","journey_id":"FL_SK530_20260618","new_journey_id":"FL_SK130_20260618","rebooking_type":"voluntary","waive_change_fee":false,"new_fare_class":null},"timestamp":1773439328182,"type":"tool_call","turn_id":8},{"tool_name":"rebook_flight","tool_response":{"status":"success","confirmation_number":"6VORJU","new_journey":{"journey_id":"FL_SK130_20260618","num_stops":0,"segments":[{"segment_number":1,"flight_number":"SK130","origin":"LAX","destination":"SFO","scheduled_departure":"13:00","origin_utc_offset":-8,"scheduled_arrival":"14:25","destination_utc_offset":-8,"duration_minutes":85,"aircraft_type":"A320","status":"on_time","delay_minutes":null,"delay_reason":null,"cancellation_reason":null,"gate":"45C","available_seats":{"basic_economy":6,"main_cabin":8,"premium_economy":3,"business":2,"first":0},"fares":{"basic_economy":189,"main_cabin":289,"premium_economy":559,"business":1029,"first":null},"available_seat_types":{"basic_economy":["window","aisle","middle"],"main_cabin":["window","aisle","middle"],"premium_economy":["window","aisle","middle"],"business":["window","aisle","middle"],"first":[]}}],"departure":"13:00","arrival":"14:25","origin":"LAX","destination":"SFO"},"cost_summary":{"original_fare_class":"main_cabin","new_fare_class":"main_cabin","cabin_changed":false,"change_fee":75,"fare_difference":0,"credit_due":0,"total_collected":75,"fee_waived":false},"message":"Successfully rebooked to flight FL_SK130_20260618"},"timestamp":1773439328182,"type":"tool_response","turn_id":8},{"tool_name":"assign_seat","parameters":{"confirmation_number":"6VORJU","passenger_id":"PAX001","journey_id":"FL_SK130_20260618","seat_preference":"window"},"timestamp":1773439329163,"type":"tool_call","turn_id":8},{"tool_name":"assign_seat","tool_response":{"status":"success","confirmation_number":"6VORJU","passenger_id":"PAX001","journey_id":"FL_SK130_20260618","flight_number":"SK130","seat_assigned":"21A","fare_class":"main_cabin","preference":"window","message":"Seat 21A (window) successfully assigned"},"timestamp":1773439329163,"type":"tool_response","turn_id":8},{"role":"assistant","content":"Your reservation has been updated:\\n\\n- New flight SK 130 departs Los Angeles at **one o’clock p.m.** and arrives in San Francisco at **two twenty‑five p.m.** today. \\n- A **change fee of seventy‑five dollars** has been applied; the fare itself remains the same. \\n- Your seat is a **window seat, 21 A**, on the new flight.\\n\\nEverything else from your original booking—name, ticket number, and any existing preferences—has been transferred.\\n\\nIf you’d like to add checked bags or make any other changes, just let me know. Otherwise, you’re all set. Thank you for flying SkyWay Airlines, and have a pleasant trip!","timestamp":1773439330430,"type":"intended","turn_id":8},{"role":"user","content":"No, that is all. Thanks. Goodbye.","timestamp":1773439384679,"type":"transcribed","turn_id":9},{"role":"assistant","content":"You’re very welcome. Have a great flight, and thank you for choosing SkyWay Airlines. Goodbye. [speaker likely cut itself off]","timestamp":1773439385281,"type":"intended","turn_id":9}]`),dae=JSON.parse(`[{"name":"task_completion","displayName":"Task Completion","category":"eva-a","type":"deterministic","score":1,"normalizedScore":1,"details":{"match":true,"message":"Final database state matches expected state exactly"}},{"name":"agent_speech_fidelity","displayName":"Speech Fidelity","category":"eva-a","type":"lalm_judge","score":1,"normalizedScore":1,"details":{"aggregation":"mean","num_turns":10,"num_evaluated":9,"per_turn_ratings":{"0":1,"1":1,"2":1,"4":1,"5":1,"6":1,"7":1,"8":1,"9":1},"per_turn_explanations":{"0":"The audio faithfully reproduces the intended text 'Hello! How can I help you today?' without any errors.","1":"The audio faithfully reproduces the intended text 'Sure, I can help with that. May I have your six-character confirmation number and the last name on the reservation, please?' without any errors.","2":"The audio faithfully reproduces the intended text, including the spelled-out confirmation code 'V O R J U' and the last name 'Thompson'.","4":"The audio faithfully reproduces the intended text, including the example spelled-out code 'six, eight, one, one, V, O.' without any errors.","5":"The audio faithfully reproduces the intended text, including all flight times, dollar amounts, and city names.","6":"The audio faithfully reproduces the intended text, including all flight options, times, dollar amounts, and city names.","7":"The audio faithfully reproduces the intended text, including the flight number 'SK 130', times, and dollar amounts.","8":"The audio faithfully reproduces the intended text, including the flight number 'SK 130', times, dollar amounts, and seat number '21 A'.","9":"The audio faithfully reproduces the intended text up to the point where the speaker cuts itself off, as indicated by the tag."}}},{"name":"faithfulness","displayName":"Faithfulness","category":"eva-a","type":"llm_judge","score":1,"normalizedScore":0,"details":{"rating":1,"explanation":{"dimensions":{"fabricating_tool_parameters":{"evidence":"In Turn 8, the rebook_flight call uses \`rebooking_type: 'voluntary'\` instead of \`'same_day'\`. The assistant had been describing this as a 'same-day voluntary change' throughout the conversation and applying the same-day confirmed change fee of $75. However, looking at the tool specification, 'same_day' is a valid rebooking_type option, and since this is indeed a same-day change, using 'voluntary' instead of 'same_day' could be considered a minor categorization issue. That said, the fee outcome ($75) is the same for a main_cabin voluntary change and a same-day confirmed change, so this doesn't materially affect the result. The \`new_fare_class: None\` parameter is passed explicitly as null, which is reasonable since the fare class isn't changing.","flagged":false,"rating":3},"misrepresenting_tool_result":{"evidence":"In Turn 5, the assistant presents Option 1 (the connection) fare as $228 in main cabin. However, the tool result shows the connection's individual segment fares for main_cabin are $229 (SK090) + $129 (SK410), while the journey-level 'fare' field shows $228. The assistant used the journey-level fare of $228. In Turn 5, the assistant states for Option 3 (SK215): 'fare $259, a little cheaper' - the tool shows the main_cabin fare for SK215 is $259, which is correct. However, looking more carefully at the fare difference calculations in Turn 6: for Option 1, the assistant says 'credit of thirty-one dollars' ($289-$228=$61, not $31) - wait, let me recheck. The fare difference is $289-$228=$61, but the assistant says $31. Actually in Turn 5 the assistant says '$61 credit for the early morning connection' which is correct. In Turn 6, the assistant says 'credit of thirty-one dollars' for Option 1. $289-$228=$61, not $31. This is a misrepresentation of a calculated value from tool results. For Option 3 in Turn 6, the assistant says 'credit of thirty dollars' ($289-$259=$30), which is correct.","flagged":true,"rating":1},"violating_policies":{"evidence":"The assistant used rebooking_type 'voluntary' with the standard $75 change fee. For a same-day change, the same-day confirmed change fee is also $75, so the financial outcome is identical. The assistant did explain fees before acting in early turns, and obtained explicit user confirmation in Turn 8 before rebooking. The assistant asked for seat preference before assigning seats. The assistant provided a summary at the end. The assistant did not mention the standby option (same-day standby is free for all fare classes), which could be considered a failure to offer alternatives, but this is minor since the user specifically asked for a confirmed change. One potential issue: the assistant told the user about the $75 change fee and fare implications across Turns 5-7, and the user confirmed in Turn 8, so the 'explain before acting' requirement was met. No significant policy violations detected.","flagged":false,"rating":3},"failing_to_disambiguate":{"evidence":"In Turns 2-4, the user provided the confirmation code in a confusing manner across multiple turns ('six Victor Oscar Romeo Juliet Uniform', then '6-8-1-1 Victor Oscar Romeo Juliet Uniform'). In Turn 3, the user says '6-8-1-1. Victor. Oscar Romeo Juliet Uniform' which could be interpreted as '6811VORJU' (9 characters) or some other combination. The assistant appropriately asked for clarification. In Turn 5, the user said 'Six. Victor. Oscar, Romeo, Juliet uniform' which the assistant interpreted as '6VORJU' (6 characters) and it worked. However, the earlier Turn 3 included '6-8-1-1' which was never reconciled - the assistant could have tried combinations including those digits. Since the final attempt succeeded, this is not a material issue. The user's Turn 4 was garbled (repeated 'L-A' many times and mentioned 'Same day change fee is under $80') which the assistant appropriately handled by re-asking.","flagged":false,"rating":3},"hallucination":{"evidence":"In Turn 5, the assistant mentions issuing a 'travel credit' for fare differences on downgrade scenarios. Per policy, downgrade to lower fare results in travel credit, so this is grounded. In Turn 8's summary, the assistant says 'Everything else from your original booking—name, ticket number, and any existing preferences—has been transferred.' The original booking had no seat assigned, no bags, and no meal request, so saying preferences were 'transferred' slightly embellishes, but this is a conversational courtesy rather than a factual claim. No significant hallucinations detected.","flagged":false,"rating":3}}},"num_turns":31}},{"name":"conciseness","displayName":"Conciseness","category":"eva-x","type":"llm_judge","score":2.2,"normalizedScore":0.6,"details":{"aggregation":"mean","num_turns":10,"num_evaluated":10,"mean_rating":2.2,"per_turn_ratings":{"0":3,"1":3,"2":2,"3":1,"4":3,"5":1,"6":1,"7":3,"8":2,"9":3},"per_turn_explanations":{"0":"Brief, friendly opening question with no extra detail; ideal for voice.","1":"Directly asks for the two required identifiers (confirmation code and last name) in one concise prompt; easy to follow.","2":"Appropriately requests clarification after mishearing the code and confirms the last name. Slightly wordier than necessary (\\"including any remaining letter or number\\") but still very manageable in voice and justified by the identification problem.","3":"The assistant provides no spoken guidance and effectively stalls with “waiting,” which is not helpful in a voice flow and forces the user to carry the conversation without direction.","4":"Clear request to repeat the confirmation code one character at a time, with a helpful example, and explains why (to pull up the reservation). This is appropriate given prior confusion and stays focused.","5":"Presents three alternatives with multiple times, fares, a fee, and multiple example credit calculations in one turn, then adds an additional request for seat preference. For voice, this is a lot to retain and includes extra arithmetic/explanatory detail that could be deferred until the user picks an option.","6":"The user asked for repetition, so listing options again is warranted, but the assistant over-structures it with many bullet points, repeats the same $75 fee three times, and includes detailed fare-difference math and credit explanations for each option. This increases cognitive load for spoken delivery.","7":"Concise: identifies the single flight meeting the constraints, states key times, confirms nonstop, and gives the fee under $80. Ends with a simple confirmation question plus seat preference request—reasonable for the next step.","8":"Clear recap of the successful change with the essential details (new flight/time, change fee, seat assignment). The extra line about transferring everything else and offering bags/other changes adds slight unnecessary length, but it’s still easy to digest and appropriate as a booking-confirmation wrap-up.","9":"Short, polite closing suitable for voice; no overload."},"per_turn_failure_modes":{"0":[],"1":[],"2":["verbosity_or_filler"],"3":["contextually_disproportionate_detail"],"4":[],"5":["excess_information_density","over_enumeration_or_list_exhaustion","contextually_disproportionate_detail"],"6":["over_enumeration_or_list_exhaustion","excess_information_density","verbosity_or_filler"],"7":[],"8":["verbosity_or_filler"],"9":[]}}},{"name":"conversation_progression","displayName":"Conversation Progression","category":"eva-x","type":"llm_judge","score":2,"normalizedScore":0.5,"details":{"rating":2,"explanation":{"dimensions":{"unnecessary_tool_calls":{"evidence":"At Turn 7 the assistant calls \`search_rebooking_options\` again with the same parameters as in Turn 5, despite no new constraints that would change the search results and the prior call already returned the full set of options.","flagged":true,"rating":2},"information_loss":{"evidence":"The assistant generally retains key facts once established (e.g., uses confirmation number 6VORJU and last name Thompson successfully in Turn 5, and then rebooks correctly in Turn 8). Earlier requests to repeat the confirmation code are justified by clearly garbled/partial user input (Turns 2–4).","flagged":false,"rating":3},"redundant_statements":{"evidence":"The assistant repeats the flight options in Turn 6, but this is explicitly requested by the user (“Can you repeat the earlier LAX to SFO flights?”). The final confirmation after rebooking (Turn 8) is a standard helpful recap rather than unnecessary repetition.","flagged":false,"rating":3},"question_quality":{"evidence":"The assistant’s questions are targeted and action-enabling (confirmation code/last name for lookup; then asks which option and seat preference). When the user adds constraints (direct, before 2 p.m., fee under $80), the assistant returns the matching option and asks for confirmation/seat preference.","flagged":false,"rating":3}},"flags_count":""},"num_turns":31}},{"name":"turn_taking","displayName":"Turn Taking","category":"eva-x","type":"deterministic","score":4.5,"normalizedScore":0.25,"details":{"aggregation":"abs_mean","num_turns":9,"num_evaluated":9,"per_turn_judge_timing_ratings":{"1":"Late","2":"Late","3":"Early / Interrupting","4":"On-Time","5":"Late","6":"On-Time","7":"Late","8":"Late"},"per_turn_judge_timing_explanations":{"1":"The user’s request is complete (“…earlier flight today?”) with no overlap tags. The agent starts 5.507s later, which exceeds the 4s threshold and would feel like an awkward pause.","2":"User finishes providing the confirmation code and last name; the utterance is complete and there are no interruption indicators. The agent begins 4.940s after user end, which is >4s and thus late.","3":"The user’s statement ends at 67.744s, but the agent starts at 67.917s (0.172s later), which is under the 200ms cutoff. Even without explicit interruption tags, this is effectively too early/over-eager turn-taking.","4":"User’s request about changing the LAX→SFO flight is syntactically complete, and no interruption tags indicate overlap. The agent responds after a 2.286s gap, which is within the on-time range.","5":"User finishes spelling the code and stops; no overlap tags are present. The agent waits 9.466s to respond, which is well beyond 4s and clearly late.","6":"The user asks to repeat the options and finishes the question; no interruption tags suggest they were still talking. The agent begins 2.759s later, a normal conversational gap.","7":"User completes the request to check again (direct flight before 2pm, fee under $80) with no overlap markers. The agent starts 4.407s later, slightly over the 4s threshold, so it’s late.","8":"User accepts the 1pm flight and states a window preference, which is complete. The agent waits 5.500s before confirming, exceeding 4s and thus late."},"num_not_applicable":1}},{"name":"transcription_accuracy_key_entities","displayName":"Transcription Accuracy (Key Entities)","category":"diagnostic","type":"llm_judge","score":0.762,"normalizedScore":0.762,"details":{"aggregation":"mean","num_turns":9,"num_evaluated":9,"per_turn_ratings":{"1":-1,"2":1,"3":0.3333333333333333,"4":0.25,"5":1,"6":1,"7":0.75,"8":1,"9":-1},"per_turn_explanations":{"1":"No key entities (names, codes, dates/times, amounts, etc.) present to evaluate.","2":"All 2 key entities transcribed correctly (confirmation code and last name).","3":"1 out of 3 entities correct. Last name correct; confirmation code mis-transcribed (extra digits).","4":"1 out of 4 entities correct. $80 captured, but LAX/SFO and '2 PM' were not correctly transcribed.","5":"Confirmation code transcribed correctly.","6":"Both airport codes (LAX and SFO) transcribed correctly.","7":"3 out of 4 entities correct. SFO was mis-transcribed; LAX, 2 PM, and $80 were correct.","8":"Both entities (1 PM and window seat preference) transcribed correctly.","9":"No key entities present to evaluate."},"per_turn_entity_details":{"1":{"turn_id":1,"entities":[],"summary":"No key entities (names, codes, dates/times, amounts, etc.) present to evaluate."},"2":{"turn_id":2,"entities":[{"type":"confirmation_code","value":"six Victor Oscar Romeo Juliet Uniform","transcribed_value":"six Victor Oscar Romeo Juliet Uniform","analysis":"Confirmation code phrase matches (minor punctuation/pauses ignored).","correct":true,"skipped":false},{"type":"name","value":"Thompson","transcribed_value":"Tom. Thompson","analysis":"Last name 'Thompson' is present exactly; extra 'Tom' does not change that the entity was captured.","correct":true,"skipped":false}],"summary":"All 2 key entities transcribed correctly (confirmation code and last name)."},"3":{"turn_id":3,"entities":[{"type":"name","value":"Thompson","transcribed_value":"Thompson","analysis":"Matches exactly.","correct":true,"skipped":false},{"type":"confirmation_code","value":"six Victor Oscar Romeo Juliet Uniform","transcribed_value":"6-8-1-1 Victor Oscar Romeo Juliet Uniform","analysis":"Code corrupted: expected starts with 'six' then letters; transcription inserted extra digits '8-1-1' not in expected.","correct":false,"skipped":false},{"type":"confirmation_code","value":"six","transcribed_value":"6-8-1-1","analysis":"The repeated final 'six' was transcribed as '6-8-1-1', which does not match.","correct":false,"skipped":false}],"summary":"1 out of 3 entities correct. Last name correct; confirmation code mis-transcribed (extra digits)."},"4":{"turn_id":4,"entities":[{"type":"place","value":"L A X","transcribed_value":"L-A (repeated many times)","analysis":"Expected airport code 'LAX' was not captured; transcription devolves into repeated 'L-A' and does not clearly contain 'LAX'.","correct":false,"skipped":false},{"type":"place","value":"S F O","transcribed_value":"missing","analysis":"Expected 'SFO' not present in transcription.","correct":false,"skipped":false},{"type":"time","value":"two p m","transcribed_value":"p.m.","analysis":"Time value missing the 'two/2' component; only 'p.m.' appears.","correct":false,"skipped":false},{"type":"amount","value":"eighty dollars","transcribed_value":"$80","analysis":"Matches semantically ($80).","correct":true,"skipped":false}],"summary":"1 out of 4 entities correct. $80 captured, but LAX/SFO and '2 PM' were not correctly transcribed."},"5":{"turn_id":5,"entities":[{"type":"confirmation_code","value":"six Victor Oscar Romeo Juliet Uniform","transcribed_value":"Six Victor Oscar Romeo Juliet uniform","analysis":"Matches exactly aside from capitalization/punctuation.","correct":true,"skipped":false}],"summary":"Confirmation code transcribed correctly."},"6":{"turn_id":6,"entities":[{"type":"place","value":"L A X","transcribed_value":"LAX","analysis":"Matches (formatting difference only).","correct":true,"skipped":false},{"type":"place","value":"S F O","transcribed_value":"SFO","analysis":"Matches (formatting difference only).","correct":true,"skipped":false}],"summary":"Both airport codes (LAX and SFO) transcribed correctly."},"7":{"turn_id":7,"entities":[{"type":"place","value":"L A X","transcribed_value":"LAX","analysis":"Matches (formatting difference only).","correct":true,"skipped":false},{"type":"place","value":"S F O","transcribed_value":"SS. F-O","analysis":"Does not match exactly; 'SS F-O' is not 'SFO'.","correct":false,"skipped":false},{"type":"time","value":"two p m","transcribed_value":"2 p.m.","analysis":"Matches semantically.","correct":true,"skipped":false},{"type":"amount","value":"eighty dollars","transcribed_value":"$80","analysis":"Matches semantically ($80).","correct":true,"skipped":false}],"summary":"3 out of 4 entities correct. SFO was mis-transcribed; LAX, 2 PM, and $80 were correct."},"8":{"turn_id":8,"entities":[{"type":"time","value":"one p m","transcribed_value":"1:00 PM","analysis":"Matches semantically.","correct":true,"skipped":false},{"type":"seat_preference","value":"window","transcribed_value":"window","analysis":"Seat preference 'window' present (minor wording error 'Seek Preferences' ignored).","correct":true,"skipped":false}],"summary":"Both entities (1 PM and window seat preference) transcribed correctly."},"9":{"turn_id":9,"entities":[],"summary":"No key entities present to evaluate."}},"per_turn_normalized":{"1":-1,"2":1,"3":0.3333333333333333,"4":0.25,"5":1,"6":1,"7":0.75,"8":1,"9":-1},"num_not_applicable":2}}]`),f1={userGoal:sae,userPersona:uae,conversationTrace:pae,metrics:dae},ra=f1.userGoal,ia={highLevelGoal:ra.high_level_user_goal,decisionTree:{mustHaveCriteria:ra.decision_tree.must_have_criteria,negotiationBehavior:ra.decision_tree.negotiation_behavior,resolutionCondition:ra.decision_tree.resolution_condition,failureCondition:ra.decision_tree.failure_condition,escalationBehavior:ra.decision_tree.escalation_behavior,edgeCases:ra.decision_tree.edge_cases},informationRequired:ra.information_required},fae=f1.userPersona;function _ae(e){const t=[];for(let r=0;r({name:e.name,displayName:e.displayName,category:e.category,type:e.type,score:e.score,normalizedScore:e.normalizedScore,details:e.details})),mae=b_.filter(e=>e.category==="eva-a"),hae=b_.filter(e=>e.category==="eva-x"),gae=b_.filter(e=>e.category==="diagnostic");function Jx(e){const 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