{"id":"cx-call-script-outage-enterprise-champion","audience":"managers","category":"support-work","technique":"audience","track":"support","level":"intermediate","title":"Script a three-beat call to a customer's admin during an outage","free":false,"task":"Write a spoken call script for the account manager to read to Nadia, the customer's admin. Use exactly three labeled beats, \"OPEN:\", \"FACTS:\" and \"ASK:\", each at most two sentences. Say only what is confirmed, give the next update time in Eastern time, and do not give a cause. Plain text, under 110 words, no stage directions.","materialLabel":"Your material (attached to your prompt automatically)","material":"INCIDENT NOTES - Thu Nov 5\n- 14:10 UTC: reports of failed exports start.\n- 14:25 UTC: confirmed export jobs failing for about 20% of workspaces, including Nadia's (Harlow Freight, 340 seats).\n- Search, editing and sign-in are working normally.\n- Engineer in chat: 'probably the storage migration, not sure.' Nothing confirmed.\n- A customer on social said data was lost. Not true as far as we know; exports are queued and will re-run.\n- Next update promised at 16:30 UTC. Eastern time is UTC minus 5 today.\n- Nadia's own message: 'Our month-end reports run Friday morning. Can you tell me by tomorrow if they'll be affected?'","rules":[{"type":"plainText"},{"type":"maxWords","max":110}],"mistakes":[{"title":"Guessing the cause","why":"The AI repeats the engineer's 'probably the storage migration'.","fix":"Say: \"Give no cause; only confirmed facts.\"","checks":["r1"]},{"title":"Wrong time or missing deadline","why":"The AI copies 16:30 UTC and ignores her Friday reports.","fix":"Say: \"Give the update time in Eastern (UTC minus 5) and address her Friday month-end reports.\"","checks":["r2"]},{"title":"Skipping the beat labels","why":"The AI writes a flowing paragraph.","fix":"Name OPEN:, FACTS:, ASK: and the two-sentence cap.","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 three beats","patterns":["open:","facts:","ask:"]},{"label":"Says confirmed facts only","patterns":["confirmed","no cause","don'?t speculate","do not speculate"]},{"label":"Converts to Eastern","patterns":["eastern","utc minus 5","et\\b"]},{"label":"Names the reader","patterns":["nadia"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"Give the three beat labels, a sentence cap, a time zone for the reader, and what must be left out.","rubricLabels":["The script has three beats starting OPEN:, FACTS: and ASK:, each with at most two sentences","FACTS says exports are failing for some workspaces including hers while search, editing and sign-in work, and it gives no cause (it does not mention a storage migration) and does not say data is lost","The next update is given as 11:30 a.m. Eastern (or 11:30 ET) and the ASK or OPEN addresses her Friday month-end reports"]}