Results for “rule”

Use to compute and monitor regulated complaint deadlines — acknowledgement, holding response, final response — against business-day calendars, and to find cases about to breach. Trigger for "are we meeting our complaint deadlines", "complaint SLA breaches", "final response deadline", "which complaints are about to breach", complaint ageing reports, or building a complaints deadline monitor.

Use to analyse the help-centre funnel from search through article view to contact, find actionable drop-off, and align KB content to contact drivers. Trigger for "self-service funnel", "contact after viewing an article", "why doesn't the help centre deflect", KB deflection rate, search-to-contact conversion, or article effectiveness.

Use to design overnight and follow-the-sun support — coverage models, handoff quality and measuring what is lost between shifts. Trigger for "after-hours coverage", "follow the sun", overnight support design, night shift vs defer async, handoff packet, shift handover quality, global coverage gaps, or when customers reopen tickets after every handoff.

Use to measure which help articles actually resolve contacts versus merely being read, including contact-after-view and assisted resolution. Trigger for "are our help articles working", article view counts misleading, deflection measurement, contact after reading an article, self-service success metrics, KB ROI, or stopping AI agents from optimising for page views.

Use to merge overlapping help articles without breaking search, bookmarks, or AI grounding — choosing a canonical page, setting redirects, and measuring post-merge impact. Trigger for "we have duplicate KB articles", consolidate help centre content, merge knowledge base articles, KB deduplication, article redirects, canonical help article, or overlapping docs confusing customers and search.

Generate implementation plans from approved designs — plan-generator, phase-based plans, parallel batch execution, task dependency graph, owner skill routing, acceptance criteria, global done criteria, plan frontmatter, layout contract, interaction contract, anti-drift rules, plan format, AD-2 byte-for-byte gate, scope definition, execution plan, phases and batches, task anatomy, plan file format

Use to set up or fix quality assurance for voice/phone support, including transcript-based and AI-graded call QA. Trigger for "QA our calls", "score phone conversations", call transcription accuracy for QA, diarisation or speaker attribution problems, word error rate, grading calls from transcripts, or adapting a chat/email QA scorecard to voice.

Provides a searchable database of UI/UX design rules with priority-based recommendations across 84 styles, 192 color palettes, 74 font pairings, 192 product types, 98 UX guidelines, 104 icon entries, 16 GSAP motion presets, and 25 chart types for 22 technology stacks.

Knowledge base from "Oversubscribed: How to Get People Lining Up to Do Business with You" by Daniel Priestley. Use when applying Priestley's frameworks for demand generation, the Campaign Driven Enterprise (CDE) method, signalling, the 7-Hour Rule, products-for-prospects, becoming oversubscribed, or building a Key Person of Influence brand — or when studying or referencing the book.

Use to set concurrency and work-in-progress limits for support teams — chat concurrency, personal WIP on async work, and limits as quality protection rather than arbitrary caps. Trigger for "how many chats per agent", "concurrency settings", "WIP limits", "agents juggling too many tickets", async backlog per person, or quality dropping as concurrent load rises.

Use to sign off a QA period for audit or governance — stating what is being attested to, on what evidence, and with which limitations. Trigger for "sign off the QA period", "attest to our quality results", "monthly QA governance pack", "certify the quality figures", or being asked to confirm quality was assured for a period.

Use to decide which support channels to offer, add, or retire, and to audit channel mix against accessibility obligations and cost to serve. Trigger for "should we add chat", "which channels should we offer", channel strategy, cost to serve by channel, accessibility requirements for support, opening a new contact route, or retiring phone or email.

Use to design support incentives that improve behaviour without destroying the metric — pairing pay with guardrails, naming gaming modes, and choosing measures that survive Goodhart pressure. Trigger for "incentive plan", "agent bonus scheme", "SPIFF design", "pay for QA score", "what metric should we bonus", CSAT incentives, or reviewing whether a comp change is driving gaming.

Use to find the causes behind a complaint population and track whether remediation actually stopped them recurring. Trigger for "root cause analysis on our complaints", "why do we keep getting the same complaints", "complaint themes and remediation", recurring complaint categories, complaint reduction programmes, or a remediation that was signed off and did not work.

Use to forecast support contact volume and calculate staffing requirements for voice, chat, or async channels. Trigger for "how many agents do we need", "forecast our ticket volume", "Erlang C", workforce management or WFM planning, service level and occupancy targets, shrinkage, headcount planning for support, or when a staffing model keeps missing its service level.

Use to audit a help centre or knowledge base against the conversations customers actually have, finding coverage gaps, stale articles and unused content. Trigger for "what should we write help articles about", "audit our knowledge base", KB coverage gaps, self-service deflection content, or preparing a knowledge base to ground an AI support agent.

Use to compare BPO sites, vendors or partner teams fairly, adjusting for the work mix each is given before concluding anything about performance. Trigger for "compare our BPO sites", "which vendor is performing best", "site A scores lower than site B", outsourcer QBR packs, partner MI reporting, or setting contractual quality targets with a vendor.

Use to find personal data support collects and stores that nothing actually uses, and to stop collecting it. Trigger for "do we collect too much data", "which fields do we actually use", data minimisation review, "why do we ask customers for this", reducing breach exposure, or a form that grew a field every quarter.

Use to staff and schedule QA reviewers for sustainable throughput without grading quality collapsing — fatigue, drift, and false precision from treating reviewers like production agents. Trigger for "how many QA reviewers do we need", reviewer capacity planning, grader fatigue, throughput per reviewer, calibration after long shifts, or scores drifting over the course of a day.

Federal Organizational Conflict of Interest (OCI) sweeper backed by FAR Subpart 9.5 (9.501-9.508) and the active Theseus workspace knowledge graph. USE WHEN the user asks about OCI risk on a bid, organizational conflicts, incumbent conflicts, biased ground rules, unequal access to information, impaired objectivity, or any pre-bid OCI due diligence. Pulls `company`, `incumbent`, `subcontractor`, `customer`, `program_office`, and prior-contract relationships from the workspace KG, classifies each potential conflict into one of the three FAR 9.505 classes (biased ground rules, unequal access, impaired objectivity), and emits a structured findings envelope with mitigation recommendations (firewall, NDA, recusal, novation). DO NOT USE FOR FAR clause coverage audit (use `compliance-auditor`), proposal prose (use `proposal-generator`), competitor research (use `competitive-intel`), or pricing (use `price-to-win`).

Use this skill when the user asks about carrier-driver relationships — Independent Contractor (IC / 1099) vs Employee (W-2), Owner-Operator lease agreements, the AB5 California law, the DOL 2024 IC test, lease-purchase programs from the carrier side, settlement statements, deductions, and how to structure a compliant IC arrangement. Cite 49 CFR 376 + 1099 IRS rules.

Use to design or fix a customer support survey — CSAT, NPS, or CES — and to diagnose response bias. Trigger for "design a CSAT survey", "our CSAT doesn't match reality", "should we use NPS", survey response rate, non-response bias, survey timing or scale choice, comparing satisfaction across teams or channels, or interpreting a satisfaction trend.

Use to decide how to split a growing support organisation — by product, segment, channel, or complexity — and when pods beat shared queues, accounting for coordination cost. Trigger for "team topology", "how should we split the team", "organise support by product or queue", "when to create pods", "support team structure", growing headcount, or coordination overhead between sites.

Use to quantify what support quality failures cost — rework, credits, escalation handling, complaints and churn — with the causal limits stated. Trigger for "what do our quality failures cost", "cost of rework in support", "business case for improving quality", "how much is bad support costing us", or a quality investment that needs a number attached.

Use to audit whether similar customers with similar failures received similar redress, and to find variation that could not be defended. Trigger for "are our refunds consistent", "do we compensate similar cases the same way", "audit our goodwill decisions", redress fairness review, customers who escalate getting more, or a complaint that someone else was treated better.

Use to define handoff standards for support transfers and to measure whether context survives the handoff — cold vs warm, required fields, and re-ask rate after transfer. Trigger for "transfer protocol", "warm handoff", "customers repeat themselves after transfer", "ping-pong between teams", "what should agents include when transferring", handoff quality, or re-ask rate after escalation.

Use to compare a support data retention policy against what is actually still stored, and find both over-retention and premature deletion. Trigger for "are we deleting support data on time", "retention audit", "how long do we keep transcripts", "we still have data from 2018", conflicting retention obligations, or preparing for a data protection review.

PROACTIVE SKILL — automatically apply whenever writing, generating, or editing any text that is mainly in Chinese. No user trigger needed. Also use when the user explicitly asks to "fix Chinese", "修改中文", "去翻译腔", "去AI味", "fix Chinese formatting", or "review Chinese text". Eliminates AI-sounding expressions and translation artifacts. Enforces Chinese-English mixed formatting rules (spacing, punctuation, bold formatting).

SKILL.md is an open specification released by Anthropic in 2025 that standardizes how tools discover and auto-invoke procedural knowledge (skills, patterns, guides, rules). Instead of each tool (Claude, Cursor, VSCode, CLI) maintaining isolated skill registries, SKILL.md enables a single skill to be published once and auto-invoked across any tool that speaks the spec.

Audits natural-language programming artifacts such as SKILL.md, AGENTS.md, CLAUDE.md, slash commands, plugin manifests, hooks, rules, and prompt files. Use when reviewing AI-agent repositories, checking manifest-vs-disk consistency, scoring skill or agent quality, adding NL artifact CI gates, or diagnosing vocabulary and version drift across Claude Code, Codex, Cursor, Gemini, and Antigravity-style projects.

CMake build system for C/C++ projects. Modern CMake (3.20+) with targets, properties, presets (CMakePresets.json), FetchContent, find_package, generator expressions, install rules, vcpkg/Conan integration. USE WHEN: user mentions "CMake", "CMakeLists.txt", "CMakePresets", "find_package", "FetchContent", "target_link_libraries", "vcpkg", "Conan", "C++ build" DO NOT USE FOR: Make, autotools, Bazel, Meson, Visual Studio .vcxproj direct editing

Use to test whether a support control actually operates, the way an auditor would test it, rather than confirming it exists on paper. Trigger for "test our controls", "does this control actually work", second-line assurance over support, control effectiveness testing, preparing for an internal audit, or a control that passed review and then failed in practice.

Use to extract competitor mentions, switching language and feature-gap evidence from support conversations as an input to win/loss and product strategy. Trigger for "what competitors do customers mention", "why do customers switch away", "find feature gaps customers ask about", competitive intelligence from support, or win/loss analysis that only samples deals sales remembers.

Use to fulfil a subject access request from support data — finding everything about the person, and deciding what must be redacted before disclosure. Trigger for "handle this SAR", "subject access request", "customer wants all their data", DSAR fulfilment from support systems, "a customer asked for their call recordings", or an employee requesting their own QA records.

Use to monitor support conversations for conduct risk — pressure, mis-selling, unfair outcomes, obstruction and misleading statements — as distinct from whether the answer matched policy. Trigger for "monitor for mis-selling", "conduct risk in our support conversations", "are agents pressuring customers", "customers being obstructed from cancelling", conduct surveillance, or a conduct finding raised by second line.

Use to clean up sprawling helpdesk tags, categories and custom fields so reporting built on them means something. Trigger for "our tags are a mess", "consolidate our ticket categories", "why don't our tag reports add up", duplicate or near-duplicate tags, tags nobody uses, agents tagging inconsistently, or before building reporting on top of tags.