{"id":"cx-sla-target-lookup-plan-at-open","audience":"operations","category":"support-work","technique":"constraints","track":"support","level":"advanced","title":"Look up response targets using the plan at ticket open","free":false,"task":"Output a table with the header \"Query | Target | Due\" and four rows Q1 to Q4. Target is the hours from the matrix. Due is the opened time plus the target, in 24-hour time. Use the plan the customer had when the ticket was opened. Plain text, under 60 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"FIRST-RESPONSE TARGETS (hours)\nStandard plan: P1 4, P2 8, P3 24\nPremium plan: P1 1, P2 4, P3 12\nTargets use the plan active at the moment the ticket was opened. Upgrades do not change the target of tickets already open.\n\nQUERIES\nQ1: Standard customer, P2 ticket, opened 09:00.\nQ2: Premium customer, P3 ticket, opened 10:00.\nQ3: Customer upgraded from Standard to Premium on Nov 3. Ticket opened Nov 2 at 13:00 as P1.\nQ4: Premium customer, P2 ticket, opened 15:00.\n\nNOTE: P3 target of 24 hours could roll over past midnight, but none of these do.","rules":[{"type":"plainText"},{"type":"maxWords","max":60}],"mistakes":[{"title":"Using the upgraded plan","why":"The AI gives Q3 a 1-hour Premium target.","fix":"Say: \"Use the plan at the moment the ticket opened.\"","checks":["r1","r2"]},{"title":"Wrong due times","why":"The AI forgets to add the target to the opened time.","fix":"Say: \"Due = opened + target.\"","checks":["r2"]},{"title":"Prose answer","why":"The AI explains each lookup.","fix":"Give the header and say nothing else.","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":"Gives the header","patterns":["query \\| target \\| due"]},{"label":"Uses the plan at open","patterns":["plan at (the )?(moment|time)","when the ticket was opened"]},{"label":"Asks for 24-hour times","patterns":["24-hour","opened plus"]},{"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":"Give the header, define Due, and say which plan to use when a customer upgrades.","rubricLabels":["The first row is \"Query | Target | Due\" followed by rows Q1 to Q4","Targets: Q1 8, Q2 12, Q3 4 (Standard plan at open), Q4 4","Due: Q1 17:00, Q2 22:00, Q3 17:00, Q4 19:00"]}