Customer Agent: Termination Handling

Tracks occurrences of the agent freezing, hanging up abruptly, crashing, or cutting off the conversation early. 

result = evaluator.evaluate(
    eval_templates="customer_agent_termination_handling",
    inputs={
        "conversation": "User: I need help with my subscription.\nAgent: Sure, I can help with that. What would you like to know?\nUser: How do I cancel?\nAgent: [call ended]"
    },
    model_name="turing_flash"
)

print(result.eval_results[0].output)
print(result.eval_results[0].reason)
import { Evaluator, Templates } from "@future-agi/ai-evaluation";

const evaluator = new Evaluator();

const result = await evaluator.evaluate(
  "customer_agent_termination_handling",
  {
    conversation: "User: I need help with my subscription.\nAgent: Sure, I can help with that. What would you like to know?\nUser: How do I cancel?\nAgent: [call ended]"
  },
  {
    modelName: "turing_flash",
  }
);

console.log(result);
Input
Required InputTypeDescription
conversationstringThe full conversation history between the customer and agent
Output
FieldDescription
ResultReturns one of: never, occasionally, frequently, or always — indicating how often termination issues occur
ReasonProvides a detailed explanation of the termination handling assessment

What to Do When Termination Issues are Detected

  • Investigate system logs for errors or timeouts around the flagged moments
  • Add graceful error handling to prevent abrupt disconnections
  • Implement conversation state persistence to recover from crashes
  • Test edge cases that may trigger unexpected termination

Comparing Termination Handling with Similar Evals

  • Customer Agent: Interruption Handling: Termination Handling tracks abrupt or unexpected call endings, while Interruption Handling evaluates how the agent recovers when the user interrupts mid-response.
  • Conversation Resolution: Termination Handling detects technical failures, while Conversation Resolution evaluates whether the user’s query was fully addressed before the conversation ended.
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