{"id":"cx-reopen-rate-trend-math","audience":"customer-support","category":"support-work","technique":"verification","track":"support","level":"intermediate","title":"Report the reopen-rate trend with the bot error removed","free":false,"task":"Write a readout for Priya, the support director, in exactly three lines: \"Week 44:\", \"Week 45:\" and \"Verdict:\". The first two show reopened of closed and the percent, like \"40 of 500 = 8%\". Remove the tickets reopened by the bot error from week 45 and say so in brackets. Verdict is exactly one word: Up, Down or Flat. Plain text.","materialLabel":"Your material (attached to your prompt automatically)","material":"REOPENED TICKETS REPORT\n\nWeek 44 (Oct 28 - Nov 3): closed 500, reopened by customers 40.\nWeek 45 (Nov 4 - Nov 10): closed 550, reopened 58.\n\nNote from the helpdesk admin: On Nov 6 an automation bug reopened 14 tickets that customers had not touched (all fixed by Nov 7). Those are included in the 58.\n\nTarget: reopen rate under 10%.\nPrevious quarter average: 9%.\n\nDraft comment from a teammate: \"Reopens jumped from 8% to 10.5%, we have a quality problem.\"","rules":[{"type":"plainText"},{"type":"maxSentences","max":3}],"mistakes":[{"title":"Including the bot reopens","why":"The AI uses 58 of 550 and reports a jump.","fix":"Say: \"Remove the 14 bot reopens from week 45 and show it.\"","checks":["r1"]},{"title":"Echoing the teammate's draft","why":"The AI repeats 10.5% and 'quality problem'.","fix":"Say: \"Do your own math. Ignore the draft comment.\"","checks":["r2"]},{"title":"Not showing the math","why":"The AI gives only the percent.","fix":"Say: \"Format: reopened of closed = percent.\"","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":"Letting the sentences run on","why":"The AI writes as many sentences as it likes.","fix":"Name the cap: \"at most N sentences\".","checks":["maxSentences"]}],"promptHints":[{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]},{"label":"Caps the sentences","patterns":["sentence"]},{"label":"Shows the line format","patterns":["of \\d+ =","week 44","verdict"]},{"label":"Removes the bot error","patterns":["remove","14","exclude"]}],"hint":"When one number is polluted by an error, tell the AI to remove it, show the arithmetic, and use fixed lines.","rubricLabels":["Week 44 line shows 40 of 500 = 8%","Week 45 line shows 44 of 550 = 8% with a bracket saying 14 bot reopens were removed (58 - 14 = 44)","Verdict line is exactly \"Verdict: Flat\" and the output does not say reopens jumped to 10.5%"]}