| { | |
| "state": "Support ticket T-1042: The customer says their wireless headset arrived yesterday with a cracked left ear cup. They attached the order receipt and a photo, and ask for a replacement before a business trip tomorrow. No payment problem or setup question is reported.", | |
| "questions": { | |
| "route": { | |
| "type": "choice", | |
| "instructions": "Which team should handle this ticket?", | |
| "criteria": { | |
| "returns": "Damaged deliveries, refunds, and replacements", | |
| "billing": "Charges, invoices, and payment problems", | |
| "technical": "Setup, software, and product troubleshooting" | |
| } | |
| }, | |
| "has_receipt": { | |
| "type": "noul", | |
| "instructions": "Did the customer provide an order receipt?" | |
| }, | |
| "urgency": { | |
| "type": "score", | |
| "instructions": "How urgently should support respond?", | |
| "criteria": [ | |
| "Routine: response can wait several days", | |
| "Soon: response within one business day", | |
| "Today: respond immediately because of a near deadline" | |
| ] | |
| } | |
| } | |
| } | |