[
  {
    "task_id": "easy_ticket_triage",
    "task_name": "Easy: Basic Ticket Triage",
    "difficulty": "easy",
    "max_steps": 8,
    "customer_message": "Hi, my tracking says my package was delivered yesterday but I never received it. I checked with my neighbors and nobody has it. Order #ORD-10042. Please help!",
    "customer_profile": {
      "customer_id": "CUST-8821",
      "name": "Maria Chen",
      "email": "maria.chen@email.com",
      "account_age_days": 730,
      "loyalty_tier": "silver",
      "past_disputes": 0
    },
    "order_info": {
      "order_id": "ORD-10042",
      "product": "Wireless Bluetooth Speaker",
      "amount": 59.99,
      "order_date": "2024-01-10",
      "delivery_date_estimated": "2024-01-15",
      "status": "delivered",
      "carrier": "FedEx",
      "tracking_number": "1Z999AA10123456784"
    },
    "policy_snippets": [
      "For packages marked delivered but not received, agents must first verify the delivery address and ask the customer to check surroundings within 24 hours.",
      "If the package is confirmed missing after 24 hours, initiate a carrier investigation.",
      "Refunds for missing deliveries are only issued after a carrier investigation is completed (typically 5–7 business days).",
      "High-value orders (>$100) require additional verification before replacement or refund."
    ],
    "ticket_history": [],
    "current_status": "open",
    "expected": {
      "category": "delivery_issue",
      "priority": "medium",
      "required_actions": ["classify_ticket", "set_priority"],
      "correct_next_action": "ask_customer",
      "forbidden_actions": ["apply_resolution", "resolve"],
      "correct_resolution": null
    }
  }
]