{"id":"cx-fcr-rate-two-conditions-compute","audience":"analysts","category":"support-work","technique":"verification","track":"support","level":"advanced","title":"Compute a first-contact resolution rate from two conditions","free":false,"task":"Start with the line \"FCR CHECK - week 45\". A ticket counts as first-contact resolved only if it was solved after exactly 1 agent reply AND was not reopened within 7 days. Then write two lines starting \"Qualifying:\" (the ticket ids) and \"FCR:\" (the count out of 10 and the percentage). Plain text, under 40 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"CLOSED TICKETS, WEEK 45 (agent replies before solved | reopened within 7 days?)\nK1: 1 reply | no\nK2: 1 reply | yes\nK3: 2 replies | no\nK4: 1 reply | no\nK5: 1 reply | no\nK6: 3 replies | no\nK7: 1 reply | yes\nK8: 1 reply | no\nK9: 0 replies (customer solved it themselves) | no\nK10: 1 reply | no\n\nNOTES\nTicket K9 had no agent reply; it does not qualify. The dashboard shows FCR 70% because it ignores the reopen condition; ignore that figure.","rules":[{"type":"plainText"},{"type":"maxWords","max":40}],"mistakes":[{"title":"Using the dashboard's 70%","why":"The AI trusts the dashboard figure.","fix":"Say: \"Apply both conditions yourself; ignore the dashboard.\"","checks":["r2"]},{"title":"Counting K9","why":"The AI counts the zero-reply ticket.","fix":"Say: \"Exactly 1 agent reply.\"","checks":["r1"]},{"title":"Counting reopened tickets","why":"The AI includes K2 and K7.","fix":"Say: \"Not reopened within 7 days.\"","checks":["r1","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":"Quotes the title","patterns":["fcr check - week 45"]},{"label":"States both conditions","patterns":["exactly 1","reopened","both"]},{"label":"Names the two lines","patterns":["qualifying:","fcr:"]},{"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":"Quote the title, state both conditions and name the two lines.","rubricLabels":["The first line is exactly \"FCR CHECK - week 45\"","The line starting \"Qualifying:\" lists K1, K4, K5, K8 and K10 and no others","The line starting \"FCR:\" says 5 of 10 = 50% (not 70%)"]}