{"id":"dat-cs-sheet-formulas-for-lead","audience":"customer-support","category":"data","technique":"audience","title":"Explain a support metrics sheet's formulas to a new team lead","free":false,"task":"Marco is your new support team lead and isn't a spreadsheet person. Explain the 3 formulas in the metrics sheet in exactly 3 numbered lines, one sentence each under 20 words, using column names only (no cell letters or function names). Our SLA is 4 hours to first reply, so then add one unnumbered last line starting \"Problem:\" if a formula doesn't match that. Plain text, under 90 words.","materialLabel":"Formulas from the support metrics sheet (attached to your prompt automatically)","material":"SUPPORT METRICS SHEET - formulas (built by Jess before she moved to Sales)\n\nColumns in the Tickets tab:\nB = Tier (Gold, Silver, Bronze)\nC = Status (Open, Solved, Escalated)\nE = CSAT score (1-5)\nF = Hours to first reply\n\nDashboard tab:\nH2 \"Escalation rate\": =COUNTIF(Tickets!C:C,\"Escalated\")/COUNTA(Tickets!C2:C2000)\nH3 \"Gold CSAT\": =AVERAGEIF(Tickets!B:B,\"Gold\",Tickets!E:E)\n\nTickets tab, column G \"SLA check\" (copied down every row):\n=IF(F2>24,\"LATE\",\"ok\")\n\nJess's notes:\n- \"Escalation rate should stay under 8%. Ping the lead if it doesn't.\"\n- \"Gold CSAT goal is 4.5.\"\n- The sheet refreshes from the helpdesk every morning at 6.\n- Marco starts Monday and will own the weekly numbers.\n- Marco is coming from the warehouse team.\n- Shared with the team in the usual folder.\n- Questions go to me directly.","rules":[{"type":"numberedItems","count":3},{"type":"plainText"},{"type":"maxWords","max":90}],"mistakes":[{"title":"Not saying who reads it","why":"The AI explains COUNTIF syntax that means nothing to Marco.","fix":"Add: \"He's not a spreadsheet person. Column names only, no cell letters or function names.\"","checks":["r1"]},{"title":"Not giving the real SLA","why":"The AI can't know your SLA is 4 hours, so the wrong threshold goes unnoticed.","fix":"Add: \"Our SLA is 4 hours. Flag any formula that doesn't match.\"","checks":["r2"]},{"title":"Leaving the shape open","why":"The AI writes a long tutorial with code blocks.","fix":"Say: \"Exactly 3 numbered lines, one sentence each, then one Problem: line.\"","checks":["numberedItems","r0"]},{"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 one sentence under 20 words.\"","checks":["maxWords"]},{"title":"Forgetting where it goes","why":"AI loves markdown tables and bold, which show up as clutter in a handoff doc.","fix":"Add: \"Plain text, no bold, headings or tables.\"","checks":["plainText"]}],"promptHints":[{"label":"Says who reads it","patterns":["marco","team lead","not a spreadsheet|non-?technical|beginner"]},{"label":"Bans cell letters","patterns":["cell","column names","function names"]},{"label":"Gives the real SLA","patterns":["4 hours","sla"]},{"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":"Say who reads this and what the real SLA is, so the AI can explain in plain words and catch the mismatch.","rubricLabels":["Explains each formula correctly by column name: escalation rate is escalated tickets divided by all tickets; Gold CSAT is the average CSAT score for Gold tickets; SLA check shows LATE when hours to first reply is over 24","Uses no lettered cell references (like F2 or C:C) and no function names (like COUNTIF, AVERAGEIF or IF) in the numbered lines","The last line flags that the SLA check uses 24 hours instead of the 4-hour SLA"]}