Decision traces
Decision traces
A step-by-step timeline of how TR-AI handled each ticket — every search, AI call, score and check.
Every ticket TR-AI handles gets a decision trace. Open a ticket in the ticket log on your dashboard and click “Decision trace” to see what happened, in order: how the ticket was classified, which knowledge-base articles and past tickets were considered (with match scores), whether a cached answer was reused, each AI call (type, tokens, time), free site search and paid web search decisions, safety checks, escalation rules, the confidence score against the threshold, and the final outcome.
- The summary line shows the outcome, the confidence and the threshold it needed, how many AI calls were made (tokens in and out, web searches) and how long it took.
- Steps are colour-coded: retrieval, AI call, web search, site search, gate (a check that held the ticket), escalation, supervisor, delivery.
- Traces quote parts of the ticket, so they are stored encrypted and visible to agents and admins only. They follow your data-retention period and are erased with GDPR requests.
- Traces exist for tickets handled after this feature was released.
Tips & tricks
- When a reply surprises you, the trace answers “why” in seconds: look for the first amber “Gate” step or the confidence step.
- A ticket with many AI calls or a paid web search is usually missing a knowledge-base article — the sources list shows what was closest.
- Pair traces with the audit trail above them: the audit trail shows what agents changed afterwards.