Desk

evaluate escalation

evaluate_escalation

Read-onlyIdempotent

Decide whether this channel may escalate or may promise a refund, feature, or timeline. REFUSED means do not escalate, do not invent a tier, and draft for human review instead of promising the customer. Permission to promise still requires evaluate_commitment for the exact wording.

Tool call template

Replace each placeholder with a value matching the input schema. Only required parameters are included; add optional parameters as needed.

{
  "id": 1,
  "jsonrpc": "2.0",
  "method": "tools/call",
  "params": {
    "arguments": {
      "deskId": "<deskId>",
      "channel": "<channel>",
      "action": "<action>"
    },
    "name": "evaluate_escalation"
  }
}

Input Schema

Name	Required	Description	Default
`action`	Yes
`deskId`	Yes
`channel`	Yes
`targetTier`	No

Output Schema

Name	Required	Description	Default
`data`	No

Schema Changelog

Changes observed during successful MCP inspections.

First observedOct 5, 2026

TDQS

A4.2/5.0

Behavior4/5

Does the description disclose side effects, auth requirements, rate limits, or destructive behavior?

Annotations already declare a safe, idempotent, closed-world read, so the bar is lower. The description adds genuine behavioral context beyond them: the meaning of a REFUSED result and the hard constraint that granting permission does not authorize the exact wording, which must go through evaluate_commitment. It does not discuss what the non-REFUSED verdicts look like, but the output schema covers returns.

Agents need to know what a tool does to the world before calling it. Descriptions should go beyond structured annotations to explain consequences.

Conciseness5/5

Is the description appropriately sized, front-loaded, and free of redundancy?

Three tight sentences with the decision purpose front-loaded, the REFUSED consequence in the middle, and the evaluate_commitment dependency last. Every sentence earns its place and nothing is repeated from the schema or annotations.

Shorter descriptions cost fewer tokens and are easier for agents to parse. Every sentence should earn its place.

Completeness4/5

Given the tool's complexity, does the description cover enough for an agent to succeed on first attempt?

With an output schema present, return values needn't be described, and the description does cover the decision semantics, the refusal path, and the sibling dependency. The remaining gap is the undocumented deskId/channel inputs, which matters for a 4-parameter tool with zero schema coverage.

Complex tools with many parameters or behaviors need more documentation. Simple tools need less. This dimension scales expectations accordingly.

Parameters3/5

Does the description clarify parameter syntax, constraints, interactions, or defaults beyond what the schema provides?

Schema description coverage is 0%, so the description must carry parameter meaning. Its opening sentence enumerates exactly the four action enum values (escalate / promise refund, feature, timeline), and 'do not invent a tier' hints at targetTier, but deskId and channel are never explained. Partial compensation at best, so a 3.

Input schemas describe structure but not intent. Descriptions should explain non-obvious parameter relationships and valid value ranges.

Purpose5/5

Does the description clearly state what the tool does and how it differs from similar tools?

States a specific verb+resource (decide whether a channel may escalate or promise) and explicitly differentiates itself from the sibling evaluate_commitment by scope: permission here, exact wording there. An agent can route between the two without opening either schema.

Agents choose between tools based on descriptions. A clear purpose with a specific verb and resource helps agents select the right tool.

Usage Guidelines4/5

Does the description explain when to use this tool, when not to, or what alternatives exist?

Gives clear when-to-use context (deciding escalation/promise permission) and a when-not path via the REFUSED outcome: do not escalate, do not invent a tier, draft for human review. It names evaluate_commitment as the required follow-up for wording, though it doesn't state prerequisites such as needing a deskId/channel resolved first.

Agents often have multiple tools that could apply. Explicit usage guidance like "use X instead of Y when Z" prevents misuse.

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