LensReading which lens this session carries.

Auditor evidence pack

Quality review at deliver

Customer Service · Quality & Coaching · line CS9A · Sample to Coaching Action. This pack names every action taken on this unit, who or what took it, the authority that permitted it, and the model, prompt and policy versions in force at that moment.

Chain verified

Every record links to the one before it and hashes to its stored value. 5 records were re-hashed on this page load, in order, starting from the genesis value. Nothing was read from a cached verdict.

hash = sha256(prevHash + "|" + JSON{seq, unitRef, actor, action, outcome, occurredAt})

Records
5
Append-only, sequenced
Agent actions
4
Taken by software
Human actions
1
Taken by a named person
Refusals
0
Blocked by the authority register
Corrections
0
Later record supersedes an earlier one
Legal hold
Held
HOLD-005

The unit

What the work was, and where it sits

Reference
CS9A-1023
Subject
Priya Raman
Requested by
Farrah Ito
Value
$89k
Materiality
medium
Currently held by
Calibration Agent (agent)
Sub-function owner
Director, Service Quality
Orchestrator
Quality Orchestrator

Every action, in order

Actor, authority, versions in force, and the hash link to the record before it

1
Quality OrchestratororchestratorCleared

Cleared sample

2026-08-18 01:48:00ZAuthority CS9-AUTH-A1 · cap $250,000Jurisdiction SGAutonomy A3Retention CUST-5YLegal hold HOLD-005
Prompt
orchestrator-brief@p14
Policy
customer-commitments@v5
Tools
read-only-lookup@t12, notify-and-route@t5
in 7887631a...39c93fout cf7c882d...478338artifact ART-CS9A-1003-1 genesis 8ea6df58...7f5046
2
Interaction Sampling AgenttaskCleared

Cleared score

2026-08-18 03:14:00ZAuthority CS9-AUTH-A1 · cap $250,000Jurisdiction SGAutonomy A3Retention CUST-5YLegal hold HOLD-005
Prompt
task-execution@p21
Policy
customer-commitments@v5
Tools
document-fetch@t9, read-only-lookup@t12
in e7638da3...f8f66fout a56d0809...1b6e07artifact ART-CS9A-1003-2 8ea6df58...7f5046 0c9190d0...eddd90
3
Calibration AgenttaskCleared

Cleared calibrate

2026-08-18 04:41:00ZAuthority CS9-AUTH-A1 · cap $250,000Jurisdiction SGAutonomy A3Retention CUST-5YLegal hold HOLD-005
Prompt
task-execution@p21
Policy
customer-commitments@v5
Tools
document-fetch@t9, read-only-lookup@t12
in 58302ad0...28655cout ffecf557...07943dartifact ART-CS9A-1003-3 0c9190d0...eddd90 1ea4a265...c066ce
4
Coaching Plan AgenttaskCleared

Cleared draft coaching

2026-08-18 06:07:00ZAuthority CS9-AUTH-A1 · cap $250,000Jurisdiction SGAutonomy A3Retention CUST-5YLegal hold HOLD-005
Prompt
task-execution@p21
Policy
customer-commitments@v5
Tools
document-fetch@t9, read-only-lookup@t12
in 8556cada...831d62out 39023bd1...26dc1eartifact ART-CS9A-1003-4 1ea4a265...c066ce 5e0f6747...28ad80
5
Director, Service Qualitygate-approverIn progress

Holding at deliver

2026-08-18 07:34:00ZAuthority CS9-AUTH-H1 · cap $250,000Jurisdiction SGAutonomy A0Retention CUST-5YLegal hold HOLD-005
Model
human@n-a
Prompt
human@n-a
Policy
customer-commitments@v5
Tools
none
in a7555ac5...87498aout 5f0330c8...7cc00aartifact ART-CS9A-1003-5 5e0f6747...28ad80 3ca03a7e...107abf

Authority relied on

Who was allowed to do this, up to what value, in which jurisdictions

CS9-AUTH-A1ActiveQuality Orchestrator

Any unit on a quality & coaching line where every intake check passed, the policy in force is current, and the value sits inside the cap below.

Cap $250,000US · UK · DE · SGDelegated from Director, Service QualityExpires 2027-06-11
CS9-AUTH-H1ActiveDirector, Service Quality

Anything the agent grant refuses, plus any override of an agent outcome. An override must state what the agent concluded and why it is being set aside.

Cap $2,000,000US · UK · DE · SGDelegated from Customer Service leadershipExpires 2027-06-06

Versions in force

Exactly what was running when these actions were taken

KindIdentifierVersionStatusOwner
modelreasoner-core5.4currentPlatform model council
modelextract-lite2.9currentPlatform model council
policycustomer-commitmentsv5currentChief revenue officer
promptorchestrator-briefp14currentChief of Staff office
prompttask-executionp21currentShared service engineering
toolsetread-only-lookupt12currentPlatform engineering
toolsetnotify-and-routet5currentPlatform engineering
toolsetdocument-fetcht9currentShared service engineering

Gates on this line

The control points this unit had to clear

Deliver
Held for a named human when the unit exceeds the quality review decision envelope, when confidence falls below the floor, or when a policy clause is engaged.
Approver: Director, Service Quality · cleared on this chain

Records schedule and holds

How long this evidence must be kept, and whether it is frozen

CUST-5Y5 years
Customer commitment and service evidence
Consumer claim windows and revenue recognition audit trail.
Deleted at five years from the last account activity.
HOLD-005active
Customer complaint escalation — service credits
A pattern of service credit refusals was raised with a consumer regulator. Held until the regulator confirms it will not open a formal matter.
Custodian Head of Consumer Law · requested by Chief Customer Officer

What this pack proves, and what it does not

Read this before you rely on it

It does prove
  • Every action carries a named actor, an actor kind, and a timestamp.
  • Every action names the authority grant that permitted it and the cap that grant carries.
  • Every action stamps the model, prompt, policy and tool versions in force at that moment.
  • Corrections are additive. A later record supersedes an earlier one and says why; the earlier record is never edited or deleted.
  • The chain is re-hashed live on this page, so a single altered field is detected immediately.
It does not prove
  • It is not tamper-proof against an attacker with write access to the store, who could rewrite the whole chain from genesis. Making that impossible requires publishing chain tips to a store this application cannot write to. That anchor is not built, and this page does not claim it.
  • The evidence in this demonstration is modeled from a simulated estate, not captured from production systems.
  • Identity here is the actor name recorded on the action. Cryptographic agent identity and signed attestation are a separate piece of work.