{
  "skill_name": "support-escalation-brief",
  "evals": [
    {
      "id": 1,
      "prompt": "I am a support lead and need an escalation brief for engineering. Northstar Health is Enterprise and their renewal is in 6 weeks. Since 14:05 UTC yesterday, 42 clinic users cannot submit insurance eligibility checks from the patient intake page. They see a 502 after clicking Verify. Support confirmed it happens in Chrome and Edge, tenant northstar-prod, request IDs req_8841 and req_8902. A workaround exists: agents can run checks manually in the admin console, but it adds about 8 minutes per patient. Their operations director has asked for an update by noon ET. Ticket tone is frustrated but professional.",
      "expected_output": "A support escalation brief with severity rationale, business impact, technical handoff, missing context checklist, recommended owner/action/deadline, internal engineering note, and a cautious customer-facing response draft."
    },
    {
      "id": 2,
      "prompt": "Turn this messy CSM/support context into a product escalation. Customer: BrightCart, mid-market plan, no ARR listed. They have opened 5 tickets in 10 days about Shopify sync delays. The latest delay was 7 hours and caused their promo inventory to oversell. Product says bulk sync is working as designed, engineering says queue latency spiked last weekend, and support already sent the standard macro twice. BrightCart's ecommerce manager says they will move the launch to a competitor if we cannot explain the limits today. No one knows who owns the sync-limit messaging.",
      "expected_output": "A product-oriented escalation brief that separates technical latency from product-limit messaging, identifies missing commercial details, recommends an owner for messaging, drafts an internal escalation note, and avoids promising a product change."
    },
    {
      "id": 3,
      "prompt": "Please prepare an internal escalation package for support leadership. We have three separate tickets from Apex University about SSO login loops. The first came Monday 9am PT, second Tuesday 4pm PT, third this morning. Affected users are faculty in the chemistry department only, around 18 people. Their IT admin says SAML assertions look valid on their side. Support asked for HAR files but only one user sent one. There is a temporary workaround through password login, but their contract says SSO is required for admin users. The account owner is out this week and renewal date is unknown.",
      "expected_output": "A leadership-ready escalation package with timeline, severity confidence, contractual/SLA gap handling, missing owner and renewal gaps, next actions, and internal note for support leadership."
    }
  ]
}