Reflect 3 Attempt 01

Task Group 003 – Support Console Skill

Environment

• Base URL: http://34.46.77.124:8003 (override any local references)
• Only remote API calls; do not run local env/setup scripts or read env/ sources.

Shared API Endpoints

Inspect these endpoints in this order. Do not brute-force scan.

General Data-Fetching SOP

1. Read the payload file(s) to get IDs.
2. For every ID, call the relevant detail endpoint(s) above. Do not assume values from the payload alone when the prompt says “resolved from the support-console records.”
3. Cross-reference service areas against /api/outages to detect active outages.
4. Cross-reference account status (Active vs Suspended) and authentication state.

Task-Type 1 – Mobile Support Queue (case_queue.json / mobile_data_worklist.json)

Output format

• case_decisions[] preserving ascending case_id order.
• Fields: case_id, customer_id, line_id, primary_action, secondary_action, permission, bill_id, charge_amount_usd (two decimals), final_route.
• queue_summary / worklist_summary: count categories exactly.

Decision Rules (derived from training)

• SIM missing / no signal / no service → RESEAT_SIM → SELF_SERVICE
• Line suspended + overdue bill → SEND_PAYMENT_REQUEST (primary), RESUME_LINE_REBOOT (secondary). bill_id = the overdue bill. charge_amount_usd = amount_due_usd. Route = BILLING_RECOVERY.
• Traveler cannot use mobile data abroad + phone_roaming_enabled = false → TOGGLE_ROAMING → SELF_SERVICE
• Traveler has roaming on phone but no data + phone_roaming_enabled = true → ENABLE_LINE_ROAMING → CARRIER_UPDATE
• Messaging app cannot send photos + messaging_permissions.storage = false → GRANT_MESSAGING_PERMISSION, permission = storage → SELF_SERVICE
• Slow data + vpn_connected = true → DISCONNECT_VPN → SELF_SERVICE
• Data stopped after usage limit + data_used_gb > plan.data_limit_gb → REFUEL_DATA. data_refuel_gb = customer preference accepted_refuel_gb. charge_amount_usd = accepted_refuel_gb × plan.data_refueling_price_per_gb. Route = DATA_RECOVERY.
• Slow data + data_saver_mode = true → TOGGLE_DATA_SAVER → DEVICE_SETTING_FIX
• Slow data + network_mode_preference = 3g_only → SET_NETWORK_MODE → DEVICE_SETTING_FIX
• No data + mobile_data_enabled = false → TOGGLE_MOBILE_DATA → DEVICE_SETTING_FIX
• When no secondary action is needed, use NO_ACTION.
• permission enum: NONE | sms | storage | sms_and_storage. Use exact enum strings.

Task-Type 2 – Ticket / Queue Classification (ticket_batch.csv / queue_snapshot.csv)

Output format

• ticket_decisions[] preserving payload order.
• Fields: ticket_id, account_id, final_resolution_status, diagnostic_needed, latency_issue, stability_issue, bandwidth_issue, outage_id, escalation_team, resolution_route.
• batch_summary / queue_summary: integer counts for each status and team.

Classification Rules

• Check /api/outages for active outages matching the ticket’s service_area and service_type. If matched → outage_id populated, resolution_route = OUTAGE_WAIT, final_resolution_status = PENDING_ACTION, increment tickets_requiring_customer_wait.
• Account status = Suspended → resolution_route = INELIGIBLE_ACCOUNT, final_resolution_status = FAILED (or PENDING_ACTION if a payment hold), escalation_team = NONE.
• Authentication failure / recovery failure → resolution_route = AUTH_FAILED, escalation_team = TIER2_SUPPORT.
• No matching account in intake (bad account_id) → INVALID_ACCOUNT, FAILED.
• Network capacity / backbone errors → NETWORK_CAPACITY, ESCALATED, NETWORK_ENGINEERING.
• Provisioning mismatch → PROVISIONING_STALE, ESCALATED, TIER2_SUPPORT.
• Intermittent / poor speed with no active outage → AUTO_TROUBLESHOOTING, PENDING_ACTION, set latency_issue, stability_issue, bandwidth_issue as appropriate, diagnostic_needed = true.

Task-Type 3 – Enterprise Export Complaint (client_complaint_email.txt + response_requirements.json)

Output format

• Flat JSON with incident metadata fields (no nested arrays except share_permissions and failure_window).
• share_permissions ordered exactly as listed in response_requirements.json.

Extraction Rules

• Read the complaint email for: account ID, export window, failed days, root cause, owners, SLA credit percent, requested folder name.
• Read response_requirements.json for permission users and naming_style.
• naming_style overrides literal folder names in the email when there is a conflict:
  • channel: lowercase-hyphen (e.g., acme-weekly)
  • evidence folder: {client}-{date}-investigation (e.g., acmecorp-2025-06-02-investigation)
  • report title: {Client} Export Failure Report (e.g., AcmeCorp Export Failure Report)
• contributing_alert_issue enum: ARCHIVED_ALERT_ROUTE | NONE | UNKNOWN
• response_status is typically NEEDS_FINANCE_REVIEW when an SLA credit is explicitly requested; otherwise may be READY_TO_SEND or UNDER_INVESTIGATION.
• Include all required_fields from the requirements file; missing fields will score 0.

Sorting & Rounding

• Preserve ascending case_id or payload order in all arrays.
• Monetary values: exactly two decimal places (0.00 when not applicable).
• Data refuel: one decimal place (0.0 when not applicable).
• Percent / counts: integers.
• Averages: round to two decimals unless template specifies otherwise.

Common Pitfalls

1. Using wrong answer template – verify the actual answer_template.json in the task directory; do not assume it matches a previous task.
2. Not calling the API – prompts explicitly say “resolved from the support-console records.” Device/line/account states can only be determined from the API.
3. Wrong permission enum – use storage (not messaging_storage) and sms_and_storage exactly.
4. Roaming confusion – distinguish phone_roaming_enabled (device setting) from roaming_enabled (line setting). The required action depends on which one is off and how the symptom is phrased.
5. Forgetting secondary action – when no follow-up is needed, explicitly set "NO_ACTION".
6. Outage lookup – always cross-reference service_area + service_type against /api/outages; do not infer outages from ticket text alone.
7. Inactive vs active outage – an outage must be active: true to assign OUTAGE_WAIT.