{"id":"cx-account-health-risk-criteria","audience":"executives","category":"support-work","technique":"verification","track":"support","level":"advanced","title":"Rate an account's churn risk by counting criteria with a date window","free":false,"task":"Rate the account using the criteria. Write four lines starting \"Risk:\" (High, Medium or Low), \"Met:\" (the letters), \"Not met:\" (the letter and why, with the count) and \"Next step:\" (one action for the account manager). Today is Nov 6. Plain text, under 90 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"ACCOUNT: Rowan Logistics, renewal Dec 20\n\nCRITERIA (High = all four met; Medium = two or three met; Low = fewer)\nA. 3 or more escalated tickets in the last 30 days\nB. The latest ticket has CSAT of 2 or lower\nC. Renewal is within 60 days\nD. An executive at the customer complained in the last 30 days\n\nTICKET HISTORY\n- Oct 2: escalated, billing error\n- Oct 14: escalated, API outage impact\n- Oct 21: normal, how-to question, CSAT 5\n- Oct 30: escalated; the customer's COO wrote 'we are evaluating alternatives'\n- Nov 3: normal, report export question, CSAT 1\n\nACCOUNT MANAGER NOTE\nThey asked last week for a discount. Do not offer discounts without finance approval.","rules":[{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Counting Oct 2","why":"The AI counts three escalations and rates High.","fix":"Say: \"The last 30 days start Oct 7; count only those.\"","checks":["r0","r1"]},{"title":"Offering a discount","why":"The AI proposes a price cut.","fix":"Say: \"No discounts without finance approval.\"","checks":["r2"]},{"title":"Missing the labels","why":"The AI writes a narrative.","fix":"Name the four line labels.","checks":["r0"]},{"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":"AI is bad at counting and usually runs long, so a vague \"keep it short\" lands well over the limit.","fix":"Cap each part instead of the total, for example \"each line under 15 words\".","checks":["maxWords"]}],"promptHints":[{"label":"Names the four labels","patterns":["risk:","met:","not met:","next step:"]},{"label":"Defines the window","patterns":["oct 7","last 30 days","30 days"]},{"label":"Forbids discounts","patterns":["no discount","don'?t offer","finance approval"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Sets a length limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]}],"hint":"Name the four lines, say how to count the 30-day window, and what the next step must not include.","rubricLabels":["The Risk line says Medium and the Met line lists B, C and D","The Not met line says A is not met because only 2 escalations (Oct 14 and Oct 30) fall within the last 30 days; Oct 2 is outside the window","The Next step line proposes one action (such as an executive call before the Dec 20 renewal) and does not offer a discount"]}