Spaces:
Running on Zero
Running on Zero
File size: 6,428 Bytes
a0270e2 | 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 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200 | {
"id": "support_triage",
"title": "Enterprise Incident Triage & Routing (28 Fields)",
"description": "End-to-end multi-dimensional semantic analysis of a critical enterprise production outage ticket.",
"context": "SUPPORT TICKET #INC-44019\nFrom: Marcus Vance, CTO @ Omnicorp Global (Tier 1 Strategic Enterprise, k ARR)\nSubject: CRITICAL P0: Production US-East API 502 Gateway Outage - Checkout Down\n\nBody: Our primary checkout service has been failing completely for the last 48 minutes because your US-East API endpoint is throwing 502 Bad Gateway errors on every POST /v2/charges call. We are losing approximately ,000 in transaction revenue every ten minutes!\n\nFurthermore, our billing audit discovered this morning that your platform double-billed our corporate account for data overages (,800 improper charge on Invoice #INV-8812).\n\nIf this API outage is not resolved within 30 minutes, our legal counsel will formally issue notice of material breach of our 99.99% availability SLA and initiate contract termination with full damages. We demand an immediate phone bridge with your VP of Engineering and a full refund of the bogus invoice.\n\nEnvironment: PRODUCTION\nAffected Cluster: us-east-1a\nAccount Priority: STRATEGIC_TIER_1",
"schema": {
"sentiment": {
"type": "enum",
"description": "Customer emotional state",
"choices": [
"VERY_NEGATIVE",
"NEGATIVE",
"NEUTRAL",
"POSITIVE"
]
},
"severity_tier": {
"type": "enum",
"description": "Contractual incident severity tier",
"choices": [
"SEV_0_CRITICAL",
"SEV_1_MAJOR",
"SEV_2_MODERATE",
"SEV_3_MINOR"
]
},
"primary_department": {
"type": "enum",
"description": "Primary internal department to resolve",
"choices": [
"INFRASTRUCTURE_SRE",
"BILLING_FINANCE",
"SECURITY_OPS",
"LEGAL_COMPLIANCE",
"ENTERPRISE_SUCCESS"
]
},
"secondary_department": {
"type": "enum",
"description": "Secondary coordinating department",
"choices": [
"DATABASE_TEAM",
"NETWORK_OPS",
"CORE_API",
"IDENTITY_AUTH",
"NONE"
]
},
"sla_breach_risk": {
"type": "boolean",
"description": "Whether contractual uptime SLA is at immediate risk"
},
"requires_executive_escalation": {
"type": "boolean",
"description": "Whether VP/Exec team must be alerted immediately"
},
"can_resolve_autonomously": {
"type": "boolean",
"description": "Whether automated runbook can resolve without human intervention"
},
"confidence_above_auto_threshold": {
"type": "boolean",
"description": "Whether system decision confidence exceeds 95% threshold"
},
"churn_risk_level": {
"type": "enum",
"description": "Probability customer cancels contract",
"choices": [
"LOW",
"MEDIUM",
"HIGH",
"CRITICAL_IMMINENT"
]
},
"refund_recommended": {
"type": "boolean",
"description": "Whether a billing refund/credit should be issued"
},
"refund_tier": {
"type": "enum",
"description": "Scale of recommended financial refund",
"choices": [
"NONE",
"PARTIAL_CREDIT",
"FULL_MONTH_CREDIT",
"CUSTOM_COMPENSATION"
]
},
"requires_legal_review": {
"type": "boolean",
"description": "Whether legal counsel must review breach claims"
},
"security_incident": {
"type": "boolean",
"description": "Whether ticket indicates unauthorized security breach"
},
"compliance_breach": {
"type": "boolean",
"description": "Whether regulatory compliance standard was violated"
},
"customer_tenure_tier": {
"type": "enum",
"description": "Customer contract classification",
"choices": [
"ENTERPRISE_STRATEGIC",
"MID_MARKET",
"GROWTH",
"EARLY_STAGE"
]
},
"root_cause_domain": {
"type": "enum",
"description": "Probable technical system domain of failure",
"choices": [
"DNS_ROUTING",
"DB_LOCKING",
"API_GATEWAY",
"BILLING_SYNC",
"AUTH_TOKEN_EXPIRY"
]
},
"target_resolution_hours": {
"type": "enum",
"description": "Target turnaround SLA window",
"choices": [
"1_HOUR",
"4_HOURS",
"12_HOURS",
"24_HOURS"
]
},
"requires_phone_call": {
"type": "boolean",
"description": "Whether emergency live bridge call is required"
},
"notify_account_executive": {
"type": "boolean",
"description": "Whether dedicated enterprise AE should be paged"
},
"public_status_page_incident": {
"type": "boolean",
"description": "Whether incident should be posted to public status page"
},
"postmortem_required": {
"type": "boolean",
"description": "Whether formal RCA postmortem document must be authored"
},
"vendor_fault": {
"type": "boolean",
"description": "Whether outage is confirmed due to our platform"
},
"contract_penalty_applicable": {
"type": "boolean",
"description": "Whether customer has right to claim SLA penalty credits"
},
"escalate_to_vp": {
"type": "boolean",
"description": "Whether VP of Engineering page is warranted"
},
"customer_sentiment_trend": {
"type": "enum",
"description": "Direction of customer relationship sentiment",
"choices": [
"WORSENING",
"STATIC",
"IMPROVING"
]
},
"suggested_action": {
"type": "enum",
"description": "Immediate first response workflow action",
"choices": [
"PAGE_ONCALL_SRE",
"ISSUE_CREDIT_MEMO",
"DISPATCH_SECURITY_TEAM",
"SCHEDULE_EXEC_CALL"
]
},
"assigned_agent_tier": {
"type": "enum",
"description": "Support engineer tier required",
"choices": [
"TIER_1",
"TIER_2",
"SENIOR_SRE",
"DIRECTOR"
]
},
"ticket_priority": {
"type": "enum",
"description": "Internal triage queue priority",
"choices": [
"P0_EMERGENCY",
"P1_HIGH",
"P2_NORMAL",
"P3_LOW"
]
}
}
} |