{"id":"cx-business-hours-due-times-holiday","audience":"operations","category":"support-work","technique":"verification","track":"support","level":"advanced","title":"Compute four SLA due times in business hours with a holiday","free":false,"task":"Each ticket has an 8 business-hour first-response target. Business hours are Mon to Fri, 9:00 to 17:00; the clock only runs in those hours, and Wed Nov 11 is a company holiday. Output a table with the header \"Ticket | Due\" and rows A to D, each Due written like \"Mon Nov 9 15:00\". Plain text, under 50 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"TICKETS OPENED (local time)\nA: Fri Nov 6, 15:00\nB: Mon Nov 9, 10:30\nC: Sat Nov 7, 11:00\nD: Tue Nov 10, 16:00\n\nCALENDAR\nNov 6 is a Friday. Nov 7 and 8 are the weekend. Nov 9 is a Monday. Nov 11 is a Wednesday.\n\nNOTE\nA ticket opened outside business hours starts its clock at the next business-hours opening. The customer for ticket C is in a different time zone, but all times above are already in company local time.","rules":[{"type":"plainText"},{"type":"maxWords","max":50}],"mistakes":[{"title":"Counting weekends or the holiday","why":"The AI uses calendar hours.","fix":"Say: \"Only Mon to Fri 9:00 to 17:00, skip Nov 11.\"","checks":["r2"]},{"title":"Starting C's clock on Saturday","why":"The AI counts from 11:00 Saturday.","fix":"Say: \"Outside hours starts at the next opening.\"","checks":["r2"]},{"title":"Off-by-one on A","why":"The AI forgets Friday's last two hours.","fix":"Say: \"Count the hours left on the opening day first.\"","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":"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","r0"]}],"promptHints":[{"label":"Gives the header","patterns":["ticket \\| due"]},{"label":"States business hours and the holiday","patterns":["9:00","17:00","nov 11","holiday"]},{"label":"Gives the date format","patterns":["mon nov 9","like \"mon"]},{"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":"Give the header, the business hours, the holiday and the date format.","rubricLabels":["The first row is \"Ticket | Due\" followed by rows A, B, C and D","A is Mon Nov 9 15:00 and B is Tue Nov 10 10:30","C is Mon Nov 9 17:00 and D is Thu Nov 12 16:00"]}