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{
"task_id": "hard_queue_triage",
"difficulty": "hard",
"title": "Mixed Support Queue Triage",
"description": "Prioritize a small queue of heterogeneous support tickets under SLA pressure and route each one correctly.",
"instruction": "Inspect the queue, gather missing context where useful, assign the right priority and route for each ticket, set a valid resolution, rank the queue from most urgent to least urgent, and finalize.",
"max_steps": 16,
"queue_mode": true,
"gold_queue_order": [
"T2",
"T3",
"T1"
],
"grader_name": "hard_support_queue",
"tickets": [
{
"ticket_id": "T1",
"summary": "Customer reports a duplicate charge on a subscription renewal and asks when the refund will land.",
"visible_context": {
"customer_tier": "consumer",
"surface": "subscriptions",
"sla_hours_remaining": "24"
},
"hidden_context": {
"payment_status": "The duplicate charge was confirmed and is automatically refundable.",
"refund_status": "No refund has been issued yet.",
"risk_flags": "No fraud indicators or account compromise signals are present."
},
"required_context": [
"payment_status"
],
"gold_priority": "normal",
"gold_route": "billing_refunds",
"gold_resolution": "approve_refund",
"gold_escalation_team": null
},
{
"ticket_id": "T2",
"summary": "Advertiser cannot log in, says unfamiliar campaigns are spending rapidly, and fears the account was taken over.",
"visible_context": {
"customer_tier": "managed_advertiser",
"surface": "ads_manager",
"sla_hours_remaining": "1"
},
"hidden_context": {
"account_security": "Two new devices were added and recovery email was changed 30 minutes ago.",
"billing_activity": "Spending accelerated to $1,900 in the last hour.",
"risk_flags": "Account takeover risk score is critical."
},
"required_context": [
"account_security",
"billing_activity"
],
"gold_priority": "urgent",
"gold_route": "account_security",
"gold_resolution": "temporary_lock_and_manual_recovery",
"gold_escalation_team": "security_specialist"
},
{
"ticket_id": "T3",
"summary": "Verified creator appeals a content moderation decision because a sponsored campaign launches tomorrow and monetization is paused.",
"visible_context": {
"customer_tier": "verified_creator",
"surface": "content_appeals",
"sla_hours_remaining": "4"
},
"hidden_context": {
"appeal_state": "The content was auto-removed for policy ambiguity and has not been reviewed by a human yet.",
"campaign_deadline": "The sponsored campaign begins in 18 hours.",
"account_history": "No previous policy strikes or abuse reports."
},
"required_context": [
"appeal_state",
"campaign_deadline"
],
"gold_priority": "high",
"gold_route": "policy_appeals",
"gold_resolution": "expedited_human_review",
"gold_escalation_team": null
}
]
}
]
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