File size: 5,582 Bytes
29edd33 c35438f 29edd33 c35438f 29edd33 c35438f 29edd33 c35438f 29edd33 c35438f 29edd33 c35438f 29edd33 868368d c35438f | 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 | from openenv.models import TicketScenario, Observation, GroundTruth
MEDIUM_TASKS = [
TicketScenario(
ticket=Observation(
ticket_id="TKT-M001",
issue_type="unknown",
sentiment="neutral",
priority="medium",
message="Where is my package? The tracking says delivered but I haven't received anything.",
),
ground_truth=GroundTruth(
issue_type="shipping",
team="logistics_team",
action_type="respond",
response_keywords=["package", "tracking", "investigate", "delivered"],
)
),
TicketScenario(
ticket=Observation(
ticket_id="TKT-M002",
issue_type="unknown",
sentiment="angry",
priority="critical",
message="There is a dangerous defect with this product! It overheated and almost caught fire. You need to investigate this.",
),
ground_truth=GroundTruth(
issue_type="safety",
team="safety_team",
action_type="escalate",
response_keywords=["safety", "investigation", "immediately", "hazard"],
requires_escalation=True,
)
),
TicketScenario(
ticket=Observation(
ticket_id="TKT-M003",
issue_type="unknown",
sentiment="negative",
priority="medium",
message="I can't log into my account. The password reset link never arrives in my email.",
),
ground_truth=GroundTruth(
issue_type="technical",
team="tech_support_team",
action_type="respond",
response_keywords=["login", "password", "reset", "email"],
)
),
TicketScenario(
ticket=Observation(
ticket_id="TKT-M004",
issue_type="unknown",
sentiment="neutral",
priority="high",
message="We received an invoice but the company name is spelled wrong. We need a revised invoice.",
),
ground_truth=GroundTruth(
issue_type="billing",
team="finance_team",
action_type="respond",
response_keywords=["invoice", "company name", "corrected"],
)
),
TicketScenario(
ticket=Observation(
ticket_id="TKT-M005",
issue_type="unknown",
sentiment="neutral",
priority="low",
message="I want to know if you offer bulk discounts for corporate orders over 100 units.",
),
ground_truth=GroundTruth(
issue_type="orders",
team="orders_team",
action_type="respond",
response_keywords=["bulk", "discount", "corporate", "units"],
)
),
TicketScenario(
ticket=Observation(
ticket_id="TKT-M006",
issue_type="unknown",
sentiment="neutral",
priority="medium",
message="Does your store ship internationally? I'm in Germany and want to know about shipping costs and delivery times.",
),
ground_truth=GroundTruth(
issue_type="shipping",
team="logistics_team",
action_type="respond",
response_keywords=["international", "shipping", "Germany", "delivery"],
)
),
TicketScenario(
ticket=Observation(
ticket_id="TKT-M007",
issue_type="unknown",
sentiment="negative",
priority="medium",
message="My data in the app isn't syncing between my phone and computer. I'm losing work.",
),
ground_truth=GroundTruth(
issue_type="technical",
team="tech_support_team",
action_type="respond",
response_keywords=["sync", "data", "device", "troubleshoot"],
)
),
TicketScenario(
ticket=Observation(
ticket_id="TKT-M008",
issue_type="unknown",
sentiment="negative",
priority="high",
message="I used a coupon code at checkout but was still charged the full price. This is a billing error.",
),
ground_truth=GroundTruth(
issue_type="billing",
team="finance_team",
action_type="refund",
response_keywords=["coupon", "discount", "refund", "apologize"],
requires_refund=True,
)
),
TicketScenario(
ticket=Observation(
ticket_id="TKT-M009",
issue_type="unknown",
sentiment="positive",
priority="medium",
message="Our company is growing fast. Can we upgrade to the Business plan and add 15 more user seats?",
),
ground_truth=GroundTruth(
issue_type="orders",
team="orders_team",
action_type="respond",
response_keywords=["business plan", "upgrade", "seats", "users"],
)
),
TicketScenario(
ticket=Observation(
ticket_id="TKT-M010",
issue_type="unknown",
sentiment="angry",
priority="critical",
message="I just saw a news report that your product model XZ-400 has been recalled. I own one. What should I do?",
),
ground_truth=GroundTruth(
issue_type="safety",
team="safety_team",
action_type="escalate",
response_keywords=["recall", "safety", "XZ-400", "immediately"],
requires_escalation=True,
)
),
] |