{"id":"cx-weekend-escalation-ladder-times-table","audience":"operations","category":"support-work","technique":"constraints","track":"support","level":"advanced","title":"Work out the first action and escalation time for four weekend cases","free":false,"task":"Output a table with the header \"Case | First action | Escalate at\" and four rows C1 to C4. First action is Page engineer, Slack on-call or Monday queue. Escalate at is a 24-hour clock time (add \"next day\" if after midnight) or \"none\". Use the ladder exactly. Plain text, under 70 words.","materialLabel":"Your material (attached to your prompt automatically)","material":"WEEKEND ESCALATION LADDER\nP1 (customer fully down): page the on-call engineer immediately. If no acknowledgment within 15 minutes, page the engineering manager.\nP2 (feature broken for one customer): post in the #oncall Slack channel. If no reply within 60 minutes, page the on-call engineer.\nP3 (everything else): add to the Monday queue. No escalation.\nThe 'Escalate at' time is when the next step happens if nobody responds.\n\nCASES (all reported this weekend)\nC1: Sat 02:10, P1\nC2: Sat 10:30, P2\nC3: Sat 14:00, P3\nC4: Sun 23:50, P1\n\nNOTE: the on-call engineer's phone was on silent last weekend, which is why the 15 minutes matter.","rules":[{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Wrong escalation window","why":"The AI uses 60 minutes for P1 or 15 for P2.","fix":"Say: \"P1 15 minutes; P2 60 minutes.\"","checks":["r2"]},{"title":"Midnight rollover missed","why":"The AI writes 24:05.","fix":"Say: \"After midnight, write 00:05 next day.\"","checks":["r2"]},{"title":"Escalating P3","why":"The AI invents a P3 escalation.","fix":"Say: \"P3 has no escalation: none.\"","checks":["r1","r2"]},{"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","r0"]}],"promptHints":[{"label":"Gives the header","patterns":["case \\| first action"]},{"label":"States the windows","patterns":["15 minutes","60 minutes"]},{"label":"Handles midnight","patterns":["next day","midnight"]},{"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, the allowed actions and the midnight rule.","rubricLabels":["The first row is \"Case | First action | Escalate at\" followed by rows C1 to C4","First actions: C1 Page engineer, C2 Slack on-call, C3 Monday queue, C4 Page engineer","Escalate at: C1 02:25, C2 11:30, C3 none, C4 00:05 next day"]}