{"id":"cx-sla-risk-flag-line-lead","audience":"customer-support","category":"support-work","technique":"verification","track":"support","level":"advanced","title":"Flag breached and at-risk tickets for the team lead","free":false,"task":"It is 14:00. Write three lines for the team lead: \"Breached:\", \"At risk:\" and \"Fine:\". Work out each due time as created time plus the target. Breached means the due time has passed. At risk means due within the next 2 hours. List tickets with due times like \"T-31 (13:30)\", at-risk sorted earliest first. Plain text, under 50 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"OPEN TICKETS (now 14:00)\nTicket | Created | Response target\nT-31 | 09:30 | 4 hours\nT-32 | 11:00 | 4 hours\nT-33 | 10:00 | 8 hours\nT-34 | 13:15 | 1 hour\nT-35 | 12:30 | 2 hours\nT-36 | 07:30 | 8 hours\n\nAgent comment (Kai): 'T-33 is the oldest of the afternoon, I'd flag it first.'\nAll times are the same time zone.\n\nBackground: the team lead, Dev, reviews this list at 14:00 each day and decides who to pull off new tickets. Last week two tickets were missed because the list was sorted by ticket number. Dev wants due times shown so agents can see how many minutes are left. Weekend tickets are not included here, and the response target clock runs continuously on weekdays for this plan.","rules":[{"type":"plainText"},{"type":"maxWords","max":50}],"mistakes":[{"title":"Judging by age","why":"Kai's comment says T-33 is oldest, and the AI flags it.","fix":"Say: \"Use due time only, not age. Ignore the comment.\"","checks":["r2"]},{"title":"Wrong due times","why":"The AI adds the target to the wrong start time.","fix":"Say: \"Due = created + target. Write each due time.\"","checks":["r1"]},{"title":"Missing the sort or labels","why":"The AI lists tickets in table order.","fix":"Say: \"At risk sorted earliest due first. Three labeled lines.\"","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":"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":"Defines the categories","patterns":["breached","at risk","within the next 2 hours"]},{"label":"Asks for the due times","patterns":["due","created \\+","due time"]}],"hint":"Flagging needs definitions and arithmetic. Define each category, ask for due times, and give the line labels.","rubricLabels":["The Breached line lists only T-31 (13:30)","The At risk line lists T-34 (14:15), T-35 (14:30), T-32 (15:00), T-36 (15:30) in that order, with the due times correct","The Fine line lists only T-33 (18:00), and the output has exactly the three labeled lines"]}