{"id":"ind-sup-tier2-escalation-note","audience":"customer-support","category":"summarizing","technique":"format","title":"Summarize a long ticket into a tier-2 escalation note","free":false,"task":"You're escalating a long Wi-Fi ticket to tier 2, and their queue only reads a 4-line note. Write exactly 4 lines starting with \"Issue:\", \"Tried:\", \"Customer wants:\" and \"Next step:\", in that order, under 70 words, plain text. Use the corrected router model, list every fix already tried so tier 2 doesn't repeat them, and leave out the small talk. Write a prompt that gets you exactly that.","materialLabel":"The ticket thread (attached to your prompt automatically)","material":"TICKET #58213 - Lumenet Home Internet (fictional)\nCustomer: Priya Natarajan\n\nOct 28, Priya: My internet drops every evening around 7pm, sometimes 3-4 times in an hour. I work from home and my video calls keep freezing. Router is the LN-400.\n\nOct 28, Agent Ben: Sorry about that! Please restart the router and let me know.\n\nOct 29, Priya: Restarted, still dropping. My dog also hates the router light lol.\n\nOct 29, Agent Ben: Thanks. I pushed a firmware update to your router remotely (v3.2.1). Let's see if that helps.\n\nOct 31, Priya: Still dropping at night. Also correction, I looked at the sticker, it's the LN-450 not LN-400, sorry!\n\nOct 31, Agent Ben: No worries. I changed your Wi-Fi channel from auto to channel 6.\n\nNov 2, Priya: Same problem. Plugged my laptop straight into the router with a cable and it STILL drops, so it's not the Wi-Fi. I'd like a technician visit, or a new router if that's faster. I'm free weekdays after 3pm.\n\nNov 2, Agent Ben: Line test shows signal errors spiking after 6pm on her line. Above my level, escalating.\n\nNov 3, Priya: Any update? Also happy early Diwali to your team!","rules":[{"type":"maxWords","max":70},{"type":"plainText"},{"type":"maxBullets","max":0}],"mistakes":[{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 70 words\" and it often lands well over.","fix":"Cap each part instead: \"each line one short phrase list under 16 words.\"","checks":["maxWords"]},{"title":"Getting a paragraph instead of fields","why":"The AI retells the ticket as a story or adds its own headings, so tier 2 has to hunt.","fix":"Show the shape: \"Exactly 4 lines: Issue:, Tried:, Customer wants:, Next step:. No dashes or bullets.\"","checks":["r0","maxBullets"]},{"title":"Missing the correction","why":"The first message says LN-400, and the AI keeps the first number it sees.","fix":"Add: \"The router is the LN-450 (she corrected it).\"","checks":["r1"]},{"title":"Dropping steps already tried","why":"Squeezed for space, the AI lists one or two fixes, and tier 2 repeats the others.","fix":"Add: \"Tried: list all four fixes already done.\"","checks":["r1"]},{"title":"Keeping the chatter","why":"The AI keeps friendly details like the dog or the holiday greeting.","fix":"Add: \"Skip small talk. Include her availability.\"","checks":["r2"]},{"title":"Ignoring where it will be pasted","why":"AI loves bold and headings, which show up as stray ** and # symbols in the tier-2 queue.","fix":"Name the place and the format: \"For the tier-2 queue. Plain text, no bold or headings.\"","checks":["plainText"]}],"promptHints":[{"label":"Shows the 4 labels","patterns":["issue:","tried:","customer wants:","next step:","\\b(4|four)\\b.{0,10}lines"]},{"label":"Uses the corrected model","patterns":["LN-450","correct","sticker"]},{"label":"Lists every fix tried","patterns":["all.{0,20}(tried|steps|fixes)","every (fix|step)","already (tried|done)"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]},{"label":"Asks for plain text","patterns":["plain","no bold","no markdown","no formatting","no headings"]}],"hint":"Tier 2 skims. Give the AI the exact 4 labels, tell it which details matter (the corrected model, everything tried) and what to drop.","rubricLabels":["Has exactly 4 lines in this order, starting with the labels 'Issue:', 'Tried:', 'Customer wants:' and 'Next step:'","Gives the router as the LN-450 (never LN-400), and the Tried line includes all four things already done: restart, firmware update, channel change to 6, and the wired-cable test","The Customer wants line says a technician visit or a new router and her availability (weekdays after 3pm), and the note leaves out small talk (the dog, Diwali, apologies)"]}