{"id":"cx-sla-clock-pause-math","audience":"customer-support","category":"support-work","technique":"verification","track":"support","level":"intermediate","title":"Show how the SLA clock pause keeps a ticket within target","free":false,"task":"A customer claims a breach because the ticket took \"over a day\". Write exactly three lines starting \"Running:\", \"Paused:\" and \"Result:\". Running adds the minutes the clock was running, with the sum shown like \"60 + 90 = 150 minutes\". Result compares it with the target in minutes. Plain text, under 70 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"SUPPORT CONTRACT\n- Resolution target for Standard tickets: 8 business hours.\n- Business hours: Monday to Friday, 9 AM to 5 PM.\n- The clock pauses whenever we are waiting for the customer, and restarts when they reply.\n\nTICKET #6841 (Fiona Reed)\nMon 10:00 AM  Ticket opened.\nMon 11:00 AM  Agent asks Fiona for the error log (clock paused).\nTue 2:00 PM   Fiona sends the log (clock restarts).\nTue 3:30 PM   Agent resolves the ticket.\n\nFiona's message: 'This took over a day to fix, that's a breach.'\nElapsed wall-clock time: Mon 10:00 AM to Tue 3:30 PM.","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Using wall-clock time","why":"The AI counts Mon 10:00 to Tue 3:30 and agrees with Fiona.","fix":"Say: \"The clock pauses while waiting for the customer.\"","checks":["r2"]},{"title":"Wrong arithmetic","why":"The AI rounds in hours and gets the sum wrong.","fix":"Say: \"Work in minutes and show the sum.\"","checks":["r0"]},{"title":"Skipping the pause window","why":"The AI doesn't say when the clock paused.","fix":"Add: \"Paused: give the start and end of the pause.\"","checks":["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":"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+"]},{"label":"Names the labels","patterns":["running:","paused:","result:"]},{"label":"Asks for the sum in minutes","patterns":["minutes","sum","\\+"]}],"hint":"Clock arithmetic goes wrong when the pause is forgotten. Name the labels, ask for minutes, and state the target.","rubricLabels":["The Running line shows 60 + 90 = 150 minutes, covering Mon 10:00-11:00 AM and Tue 2:00-3:30 PM","The Paused line says the clock was paused from Mon 11:00 AM to Tue 2:00 PM while waiting for the customer","The Result line says 150 of 480 minutes, within the 8-hour target, and does not call it a breach"]}