{"id":"cx-new-agent-top-five-rules","audience":"customer-support","category":"support-work","technique":"verification","track":"support","level":"intermediate","title":"Rank five new-agent rules by how often agents miss them","free":false,"task":"Write a cheat sheet for new agents with exactly 5 numbered rules, ordered from the most frequent QA failure to the fifth. Each rule starts with \"Always\" and is 10 words or fewer. Leave out the least frequent failure. Plain text, nothing else.","materialLabel":"Your material (attached to your prompt automatically)","material":"QA REVIEW, 200 audited tickets (Q3). Failure counts:\nMissing identity verification: 62\nWrong refund amount: 48\nNo next step or date given: 41\nTone problems (cold or curt): 22\nLate first reply: 15\nTypos: 12\n\nHANDBOOK ORDER (written in 2021, not by frequency): 1. Check spelling. 2. Reply within target. 3. Be warm. 4. Give a next step. 5. Verify identity. 6. Confirm refund amounts.\n\nNew-hire trainer's comment: 'Spelling is the first thing customers notice, put it first.'\nRule wording hints: verify identity = confirm two items before changes. Refund amount = check policy and show the math.","rules":[{"type":"numberedItems","count":5},{"type":"plainText"}],"mistakes":[{"title":"Using the handbook order","why":"The handbook and the trainer's comment put spelling first.","fix":"Say: \"Order by QA failure count, highest first. Skip the least frequent.\"","checks":["r1","r2"]},{"title":"Wordy rules","why":"The AI writes long rules with explanations.","fix":"Say: \"Each rule starts with Always, 10 words or fewer.\"","checks":["r0"]},{"title":"Ranking by importance guess","why":"The AI invents its own order.","fix":"Say: \"Use the failure counts to order the list.\"","checks":["r1"]},{"title":"Leaving the list shape open","why":"The AI picks its own number of items and its own layout.","fix":"Show the shape: \"exactly N numbered lines like: 1. Label: detail\".","checks":["numberedItems"]},{"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"]}],"promptHints":[{"label":"Fixes the number of lines","patterns":["\\b\\d+\\b.{0,15}(lines|items|numbered)","numbered","exactly \\d+"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Orders by counts","patterns":["count","most frequent","highest first"]},{"label":"Sets the rule shape","patterns":["always","10 words"]}],"hint":"Use the data, not the old handbook, to order the rules. Say how to order, what to drop and how each rule starts.","rubricLabels":["The output has exactly 5 numbered rules, each starting with \"Always\" after the number, and each 10 words or fewer","The rules are in this order: verify identity, check refund amount, give a next step with a date, be warm, reply within target","Typos or spelling is not among the five rules"]}