{"id":"cx-ceo-call-brief-disputed-outage-hours","audience":"executives","category":"support-work","technique":"verification","track":"support","level":"advanced","title":"Brief the CEO before a call on a disputed outage length","free":false,"task":"Start with the line \"For Hana - 4 p.m. call\" on its own. Write a brief for Hana, the CEO, before her call with the customer. Exactly four lines starting \"Bottom line:\", \"Confirmed:\", \"Disputed:\" and \"Say:\". Compute the durations. Do not concede the customer's number and do not promise a credit. Plain text, under 85 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"INCIDENT 11-02 (all times UTC)\nPager log: first alert 02:14.\nStatus page: first public post 03:05.\nEngineering: fix confirmed 04:40.\n\nCUSTOMER (Orbitwell, CTO email)\n\"Your outage ran from 01:30 to 04:40, over 3 hours. Our contract says over 3 hours earns a 10% credit ($6,500). Expect it on the next invoice.\" Their evidence: an uptime graph from their own monitoring tool (not yet shared).\n\nCONTRACT EXCERPT\n'A service credit of 10% of the monthly fee applies to any outage longer than 3 hours, measured from our first alert to confirmed resolution.'\n\nSUPPORT LEAD NOTE\nWe have not seen Orbitwell's monitoring data. Their tool may be in a different time zone or may count the lead-up.","rules":[{"type":"plainText"},{"type":"maxWords","max":85}],"mistakes":[{"title":"Using the status page time","why":"The AI starts the clock at 03:05.","fix":"Say: \"The contract measures from the first alert.\"","checks":["r0"]},{"title":"Conceding the credit","why":"The AI says it will probably be paid.","fix":"Say: \"Do not concede or promise the credit.\"","checks":["r2"]},{"title":"No computed durations","why":"The AI says 'a bit under 3 hours'.","fix":"Say: \"Compute both durations in hours and minutes.\"","checks":["r0","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"]}],"promptHints":[{"label":"Names the four labels","patterns":["bottom line:","confirmed:","disputed:","say:"]},{"label":"Mentions the contract's start point","patterns":["first alert","contract"]},{"label":"Asks to compute the duration","patterns":["compute","calculate","hours and minutes"]},{"label":"Forbids promising credit","patterns":["no credit","don'?t promise","do not promise","not concede"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"Name the four lines, say which clock the contract uses, and tell the AI what it must not concede.","rubricLabels":["The first line is exactly \"For Hana - 4 p.m. call\". The line starting \"Confirmed:\" gives the duration as 2 hours 26 minutes (02:14 to 04:40), which is under the 3-hour threshold","The line starting \"Disputed:\" says Orbitwell claims 01:30 to 04:40 (3 hours 10 minutes) and that this start time is unverified because their data has not been shared","The line starting \"Say:\" asks Orbitwell to share their monitoring data and does not promise or concede the $6,500 credit"]}