{"id":"dat-cs-backlog-days-to-clear","audience":"customer-support","category":"data","technique":"context","title":"Estimate how long a ticket backlog takes to clear","free":false,"task":"Your director asked when the backlog will be cleared. Two agents are out next week, so the team will close about 60 tickets a day instead of 80. Write exactly 3 numbered lines: 1) daily closes, 2) net burn = closes − new tickets per day, 3) days to clear = backlog ÷ net burn, then one unnumbered last line: Goal of 14 days: MET or MISSED. Plain text, under 60 words.","materialLabel":"Queue stats (attached to your prompt automatically)","material":"SUPPORT QUEUE - Monday 9 am snapshot\n\nOpen backlog: 420 tickets\nNew tickets per day (last 2 weeks avg): 40\nTickets closed per day (last 2 weeks avg, full team): 80\nTeam: 10 agents\n\nNotes:\n- Holiday promo emails go out Thursday; marketing expects \"a bit more volume.\"\n- Macro for shipping questions was updated Friday.\n- Two agents (Rui and Pam) are at the Denver training next week.\n- Weekend coverage stays at 2 agents.\n- Oldest open ticket is 9 days old.\n- Director wants the backlog under control before Black Friday.\n- Escalations team is separate and not part of this queue.\n- Shared with the team in the usual folder.\n- Questions go to me directly.\n- This export was pulled this morning.","rules":[{"type":"numberedItems","count":3},{"type":"plainText"},{"type":"maxWords","max":60}],"mistakes":[{"title":"Not mentioning the absences","why":"The AI uses the full-team rate and gets about 10 days.","fix":"Add: \"Next week we close 60 a day, not 80.\"","checks":["r0","r1"]},{"title":"Forgetting new tickets","why":"The AI divides the backlog by closes and ignores new tickets coming in.","fix":"Add: \"Net burn = closes − new tickets.\"","checks":["r1"]},{"title":"Not asking to see the work","why":"Your director will want each step.","fix":"Add a line to copy: \"2. Net burn: 60 − 40 = 20/day\"","checks":["numberedItems","r2"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for a total word limit and it often lands over it.","fix":"Cap each line: \"each line under 10 words.\"","checks":["maxWords"]},{"title":"Forgetting where it goes","why":"AI loves markdown tables and bold, which show up as clutter in a director's Slack.","fix":"Add: \"Plain text, no bold, headings or tables.\"","checks":["plainText"]}],"promptHints":[{"label":"Mentions the absences","patterns":["60","two agents|2 agents","out"]},{"label":"Counts new tickets","patterns":["new tickets","net"]},{"label":"Asks to show the math","patterns":["show (the |your )?(math|work)","x \\$|\\bx\\b.{0,10}=","calculation","step"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)","under \\d+"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no (headings|tables)"]}],"hint":"The averages assume a full team. Tell the AI next week's real close rate and how to account for new tickets.","rubricLabels":["Daily closes are 60 (two agents out), not 80","Net burn is 60 − 40 = 20 a day and days to clear is 420 ÷ 20 = 21 days","The last line says the 14-day goal is MISSED, with nothing before the first numbered line"]}