{"id":"ind-sup-shift-handover-queue","audience":"customer-support","category":"summarizing","technique":"grounding","title":"Hand over your open tickets at the end of a shift","free":false,"task":"Your shift ends in 10 minutes and the next agent needs your open tickets. Write exactly 4 numbered lines, most urgent first by SLA due time, each in the form \"#ticket - customer - what's needed - due time\". Leave out anything already resolved. Keep it under 80 words and plain text. Write a prompt that gets you exactly that.","materialLabel":"Your ticket notes (attached to your prompt automatically)","material":"MY TICKETS - end of shift, Tues 4:50 PM - Haverly Insurance support desk (fictional)\n\n#3381 - Tom Brandt - needs proof-of-insurance card emailed for his new car. Waiting on underwriting to add the VIN. SLA due Wed 9:00 AM.\n#3395 - Aisha Rahman - billing date change request. DONE, changed to the 15th, she confirmed. Closing.\n#3402 - Carla Mendes - wants a callback about a claim status. Claims said they'd have an update by tomorrow. SLA due Wed 11:00 AM.\n#3410 - Greg Paulsen - address change. SLA due Tues 6:00 PM (TONIGHT). Have new address, just need to enter it in the policy system; system was down for me.\n#3417 - Lin Zhao - asked why premium went up. I drafted an explanation, need to send after supervisor OK. SLA due Wed 8:00 AM.\n#3420 - Ray Ochoa - password reset. Solved on call, sent him the reset link and he logged in.\n\nReminders to self:\n- Supervisor (Pam) approves premium explanations, she's in until 5:30.\n- Policy system came back up at 4:40 per IT.\n- Bring back the stapler to Deb.","rules":[{"type":"numberedItems","count":4},{"type":"maxWords","max":80},{"type":"plainText"}],"mistakes":[{"title":"Listing everything","why":"The AI hands over all 6 tickets, including ones already solved.","fix":"Add: \"Exactly 4 numbered lines. Leave out resolved tickets.\"","checks":["numberedItems","r0"]},{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 80 words\" and it often lands well over.","fix":"Cap each part instead: \"each line under 18 words.\"","checks":["maxWords"]},{"title":"Keeping your note order","why":"The AI follows the ticket numbers, so tonight's deadline sits in the middle.","fix":"Add: \"Sort by SLA due time, earliest first.\"","checks":["r1"]},{"title":"Dropping the key detail","why":"Squeezed for space, the AI drops due times or that a ticket needs approval.","fix":"Show the shape: \"#3410 - Greg Paulsen - enter new address - Tues 6:00 PM\"","checks":["r2"]},{"title":"Ignoring where it will be pasted","why":"AI loves bold and headings, which show up as stray ** and # symbols in the team chat.","fix":"Name the place and the format: \"For the team chat. Plain text, no bold or headings.\"","checks":["plainText"]}],"promptHints":[{"label":"Sets the number of lines","patterns":["\\b(4|four)\\b.{0,20}(lines|tickets|items)"]},{"label":"Sorts by due time","patterns":["sort","earliest","most urgent","due (time|date)","sla"]},{"label":"Drops resolved tickets","patterns":["resolved","done","closed","solved","open (tickets|ones)"]},{"label":"Shows the line shape","patterns":["#ticket","ticket number"," - "]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]}],"hint":"The next agent needs to know what to do first. Tell the AI to drop finished tickets, sort by deadline, and show the exact line shape.","rubricLabels":["Includes only the 4 open tickets (#3410, #3417, #3381, #3402) and leaves out the resolved #3395 and #3420","Orders them by SLA due time, earliest first: #3410 (Tues 6:00 PM), #3417 (Wed 8:00 AM), #3381 (Wed 9:00 AM), #3402 (Wed 11:00 AM)","Each line follows '#ticket - customer - what's needed - due time' with the ticket number and due time, and #3417's line says it needs supervisor approval before sending"]}