{"id":"dat-cs-sla-breach-weekend-clock","audience":"customer-support","category":"data","technique":"context","title":"Recount SLA breaches after fixing weekend tickets","free":false,"task":"Your SLA report flags weekend tickets as breaches, but the SLA clock doesn't start until Monday 9 am, so those aren't breaches. The goal is a breach rate of 10% or less. Write exactly 3 numbered lines, one per tier, each as Tier: real breaches ÷ tickets = X%, then MET or MISSED, then one unnumbered last line naming any tier that missed. Plain text, under 70 words.","materialLabel":"SLA report (attached to your prompt automatically)","material":"FIRST-RESPONSE SLA REPORT - October (target: 4 business hours)\n\nTier | Tickets | Flagged breaches | Of those, created Sat/Sun\nGold | 120 | 18 | 6\nSilver | 200 | 30 | 6\nBronze | 80 | 8 | 0\n\nNotes:\n- Report tool counts calendar hours, not business hours. Fix is on the roadmap.\n- Two Gold accounts escalated to their CSMs this month.\n- New hire Dani starts on Silver queue Nov 10.\n- Last month's report said \"Gold missed by a mile.\" That used the same broken counting.\n- Gold customers pay for priority routing.\n- Monthly SLA report goes to the VP of Support.\n- Silver queue had two agents on vacation the last week of October.\n- The report tool was set up by a vendor two years ago.","rules":[{"type":"numberedItems","count":3},{"type":"plainText"},{"type":"maxWords","max":70}],"mistakes":[{"title":"Trusting the flags","why":"The AI uses flagged breaches, so Gold looks like 15% and misses.","fix":"Add: \"Weekend tickets aren't breaches. Subtract them first.\"","checks":["r0","r2"]},{"title":"Not giving the goal","why":"The AI can't mark MET or MISSED without the target.","fix":"Add: \"Goal: 10% or less.\"","checks":["r1"]},{"title":"Not asking to see the work","why":"Bare rates hide whether weekend tickets came out.","fix":"Add a line to copy: \"1. Gold: (18 − 6) ÷ 120 = 10% MET\"","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 under 12 words.\"","checks":["maxWords"]},{"title":"Forgetting where it goes","why":"AI loves markdown tables and bold, which show up as clutter in a team update.","fix":"Add: \"Plain text, no bold, headings or tables.\"","checks":["plainText"]}],"promptHints":[{"label":"Removes weekend tickets","patterns":["weekend","sat|sun","monday"]},{"label":"Gives the goal","patterns":["10\\s*%","or less","goal|target"]},{"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 report's breach count includes tickets the SLA doesn't cover. Tell the AI to remove them and give it the goal.","rubricLabels":["Gold is (18 − 6) = 12 ÷ 120 = 10%, MET (weekend tickets removed)","Silver is 24 ÷ 200 = 12% MISSED and Bronze is 8 ÷ 80 = 10% MET","The last line names only Silver as missing the goal, with no intro or staffing advice"]}