mittuled support-readiness-confirmer
Agent: Support Agent
L2 support agent (Nx, multi-instance) responsible for ticket triage, support readiness confirmation, and help content review.
Department ethos: ideal-customer-support.md
Skill Description
The support readiness confirmer verifies that the support team has the knowledge, tooling, and documentation needed to handle customer inquiries related to an upcoming release before go-live approval is granted.
When to Use
- When a readiness briefing has been delivered and the team needs formal confirmation that agents are prepared.
- When launch approval requires a support readiness sign-off as a gate.
- When previous releases showed high early-ticket escalation rates due to agent knowledge gaps.
Workflow
- Define readiness criteria: Establish what "ready" means for this release: briefing completed, runbooks updated, macros created, test tickets processed. Deliverable: readiness checklist.
- Assess agent knowledge: Verify agents can describe the change, anticipated questions, and where to find resolution steps. Deliverable: knowledge assessment results.
- Verify tooling and content: Confirm runbooks are updated, macros are deployed, and help articles reflect the release. Deliverable: tooling and content verification report.
- Issue readiness sign-off: Provide a go/no-go recommendation to the launch coordinator based on assessment results. Deliverable: readiness sign-off document.
Anti-Patterns
- Rubber-stamping readiness: Signing off without actually testing agent knowledge. Why: unverified readiness leads to the same problems as no readiness process at all.
- Binary pass/fail without remediation: Declaring "not ready" without specifying what is missing and how to fix it. Why: a no-go without actionable gaps blocks the launch without a path forward.
Output
On success: A readiness sign-off document confirming agents have the knowledge, tooling, and documentation to handle the release, with a go recommendation for the launch coordinator.
On failure: Report which readiness criteria are unmet, what remediation steps are needed, and provide an estimated timeline to achieve readiness.
Related Skills
support-readiness-briefer-support-- delivers the briefing that this skill validates was absorbed.support-activation-- activation builds the support function; readiness confirmation validates it before each release.