hands-on lab

Designing and Configuring a Ticket Triage Agent in Agent Studio

Difficulty: Beginner

Duration: Up to 30 minutes

Students: 4

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On average, students complete this lab in20m

Get guided in a real environmentPractice with a step-by-step scenario in a real, provisioned environment.

Learn and validateUse validations to check your solutions every step of the way.

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Description

An agent's behavior is not decided by its model. It is decided by the rules its designer writes. Two teams can build the same ticket triage agent on the same model and get very different systems, because they made different calls about what counts as critical, when a human needs to approve an action, and what the agent should decline to do at all.

In this lab, you will configure a Ticket Triage Agent in Gemini Enterprise Agent Platform Studio. You will start with a base set of instructions containing a single rule, then add three more yourself, one at a time: a refusal rule, severity classification rules, and a human confirmation gate. You will then test the agent in the preview chat and confirm that each of your three decisions produced the behavior you intended.

Learning objectives

Upon completion of this beginner-level lab, you will be able to:

Create and configure an agent in Gemini Enterprise Agent Platform Studio, including its identity, instructions, model, and tool behavior
Write severity classification rules that let an agent distinguish critical incidents from routine requests
Decide where to place a human confirmation gate in an agent's workflow, and articulate the trade-off between safety and speed that the decision represents
Define a refusal rule that keeps an agent inside its intended scope
Verify agent behavior in the preview chat, testing classification, clarification of vague input, and refusal of out-of-scope requests