| { |
| "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" |
| ] |
| } |
| } |
| } |
|
|
