Violations

An SOP is an expected rule for agent behavior. A violation means an analyzed conversation did not follow that rule.

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Configure rules

Open Violations in the Agnost AI sidebar. Create rules that are specific enough to evaluate from a conversation, for example:

• Confirm identity before exposing account information.
• State the cancellation policy before completing cancellation.
• Escalate when the user reports a safety issue.

Avoid rules that depend on information Agnost AI never receives.

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Review violations

For each rule, compare the number of violations with the number of analyzed conversations. Open Evidence to read the supporting messages before treating a match as a product issue.

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Next steps

• Conversations: inspect the evidence behind a violation.
• Alerts: monitor important rules and thresholds.
• Improvements: turn repeated violations into agent changes.