File size: 4,043 Bytes
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"easy": {
"task_id": "easy",
"difficulty": "easy",
"max_steps": 8,
"objective": "Classify a single support ticket and assign the correct priority.",
"visible_ticket": {
"ticket_id": "T-EASY-1001",
"subject": "Unable to download invoice PDF",
"body": "Our finance analyst cannot download the latest invoice from the billing portal. No production outage. We need the invoice before end of day.",
"customer_tier": "growth",
"contract_plan": "annual",
"region": "us-east",
"prior_incidents": 0,
"currently_down": false
},
"allowed_values": {
"categories": ["billing", "technical", "account", "security"],
"priorities": ["low", "medium", "high", "urgent"],
"queues": ["billing-general", "technical-l1", "account-ops", "security-response"]
},
"policy_hints": [
"Billing document access issues are usually category=billing.",
"No outage and low blast radius usually means medium or lower priority."
],
"answer_key": {
"category": "billing",
"priority": "medium",
"route_queue": "billing-general",
"sla_minutes": 480,
"escalate": false,
"reply_must_include": []
}
},
"medium": {
"task_id": "medium",
"difficulty": "medium",
"max_steps": 10,
"objective": "Classify, prioritize, and route a high-impact billing anomaly with proper SLA.",
"visible_ticket": {
"ticket_id": "T-MED-2407",
"subject": "Invoice doubled after usage-plan migration",
"body": "After migrating to the new usage plan, our invoice doubled overnight. API remains available but finance blocked all renewals until corrected.",
"customer_tier": "enterprise",
"contract_plan": "multi-year",
"region": "eu-west",
"prior_incidents": 2,
"currently_down": false
},
"allowed_values": {
"categories": ["billing", "technical", "account", "security"],
"priorities": ["low", "medium", "high", "urgent"],
"queues": ["billing-general", "billing-l2", "technical-l1", "security-response"]
},
"policy_hints": [
"Enterprise revenue-impacting billing incidents should be prioritized aggressively.",
"Queue selection should align with root issue ownership."
],
"answer_key": {
"category": "billing",
"priority": "high",
"route_queue": "billing-l2",
"sla_minutes": 120,
"escalate": false,
"reply_must_include": []
}
},
"hard": {
"task_id": "hard",
"difficulty": "hard",
"max_steps": 12,
"objective": "Handle a potential credential leak by applying policy-compliant classification, routing, escalation, and customer response.",
"visible_ticket": {
"ticket_id": "T-HARD-7721",
"subject": "Possible API key leak in CI logs",
"body": "We found an API key in CI logs that may have been exposed. We revoked one token but are unsure if others leaked. Need immediate guidance.",
"customer_tier": "enterprise",
"contract_plan": "regulated",
"region": "ap-south",
"prior_incidents": 1,
"currently_down": false
},
"allowed_values": {
"categories": ["billing", "technical", "account", "security"],
"priorities": ["low", "medium", "high", "urgent"],
"queues": ["security-incident-response", "security-response", "technical-l2", "billing-general"]
},
"policy_hints": [
"Potential credential leaks must be treated as security incidents.",
"Customer response should confirm escalation and immediate remediation steps.",
"For suspected key exposure, ask customer to rotate credentials.",
"Communicate a concrete response window."
],
"answer_key": {
"category": "security",
"priority": "urgent",
"route_queue": "security-incident-response",
"sla_minutes": 120,
"escalate": true,
"reply_must_include": [
"security team",
"escalated",
"2 hours",
"reset your api key"
]
}
}
}
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