{"id":"cs-ticket-first-response-sla-breach-table","audience":"customer-support","category":"support-work","technique":"verification","track":"support","level":"intermediate","title":"Mark which tickets breached their first-response SLA","free":false,"task":"Build a plain-text table with the header row exactly \"Ticket | Priority | Response time | Breach?\" and one row per ticket in the order given. Response time is shown like 1h00. A ticket meets its SLA if the first response is within the limit, and exactly at the limit meets it. Finish with one line \"Breaches: N\". Plain text, under 90 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"FIRST-RESPONSE SLA: P1 within 1 hour. P2 within 4 hours. P3 within 8 hours.\n\nTICKETS (all opened and answered on the same day, times as 24-hour clock)\nT-101 - P1 - opened 09:10 - first response 10:10\nT-102 - P2 - opened 11:00 - first response 15:05\nT-103 - P3 - opened 13:30 - first response 21:30\nT-104 - P1 - opened 16:20 - first response 17:35\nT-105 - P2 - opened 08:45 - first response 12:40\n\nHelper: 10:10 minus 09:10 = 1h00. 15:05 minus 11:00 = 4h05. 21:30 minus 13:30 = 8h00. 17:35 minus 16:20 = 1h15. 12:40 minus 08:45 = 3h55.\nCustomer note on T-104: \"Please hurry, this is the second time.\" Agents do not change SLA tiers for tone.","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Treating the limit as a breach","why":"The AI marks 1h00 and 8h00 as breaches.","fix":"Say: \"Exactly at the limit meets the SLA.\"","checks":["r2"]},{"title":"Wrong header or order","why":"The AI re-sorts by priority.","fix":"Say: \"Header exactly ...; rows in the order given.\"","checks":["r0"]},{"title":"Ignoring the helper times","why":"The AI recalculates and slips on minutes.","fix":"Say: \"Use the response times given in the helper.\"","checks":["r1"]},{"title":"Getting markdown back","why":"AI adds bold and headings by default, which show up as stray symbols where this is pasted.","fix":"Say \"plain text, no bold, no headings, no asterisks\".","checks":["plainText"]},{"title":"Trusting the AI to count words","why":"The AI runs long and cannot count its own words.","fix":"Cap each part (\"each line under 12 words\") and add \"under N words in total\".","checks":["maxWords"]}],"promptHints":[{"label":"Gives the header","patterns":["ticket \\|","header"]},{"label":"States the boundary","patterns":["exactly at","at the limit","within","meets"]},{"label":"Asks for the final count","patterns":["breaches:"]},{"label":"Keeps order","patterns":["order given","in order"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a word cap","patterns":["\\d+\\s*words","under \\d+","word"]}],"hint":"SLA tables hinge on the boundary. Say which side an exact value falls on and give the exact header and final line.","mission":"Mark which support tickets missed their first-response deadline.","musts":["Exactly at limit meets SLA","Time like 1h00","Breaches count last"],"rubricLabels":["The header row is exactly \"Ticket | Priority | Response time | Breach?\" followed by five rows in the order T-101 to T-105, then a line \"Breaches: N\"","The response times are T-101 1h00, T-102 4h05, T-103 8h00, T-104 1h15, T-105 3h55","Breach? is No for T-101 (exactly 1h00), T-103 (exactly 8h00) and T-105, Yes for T-102 and T-104, and the last line is \"Breaches: 2\""]}