rulebase-co

@rulebase-co source repo

150 skills
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1 repo stars
2 weeks ago last updated

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Cx Regulatory Reporting Pack · rulebase-co
Use to assemble a pack of support evidence for a regulator, auditor or supervisory request, at the standard of reproducibility those audiences apply. Trigger for "the regulator has asked for", "prepare an audit pack", "evidence request from compliance", supervisory information request, s166-style review support, or assembling complaint and QA evidence for an external body.

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Cx Training Data Eligibility · rulebase-co
Use to assess whether support conversations can be used to train, fine-tune or evaluate a model, and to build a filtered dataset if they can. Trigger for "can we train on our support data", "use transcripts to fine-tune a model", "build an eval set from real conversations", "is it ok to send our tickets to a model provider", or preparing support data for machine learning.

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Cx Agent Experience Audit · rulebase-co
Use to find agent-side friction — tooling, permissions, dead ends, macro gaps, system hops — by shadowing real work and counting cost per contact before defaulting to training. Trigger for "agent experience audit", "why is handle time so high", "tooling friction", "agents switching systems", "shadow an agent", macro gaps, permission blocks, or "we need more training" when the stack is the problem.

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Cx Outcome Validation · rulebase-co
Use to test whether QA scores actually relate to outcomes the business cares about — repeats, CSAT, complaints, escalations — and to say honestly when the sample is too thin or the design cannot support a causal claim. Trigger for "do QA scores predict anything", "validate the scorecard", "correlate QA with CSAT", outcome validation, scorecard predictive validity, or leadership asking if the QA programme is worth running.

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Cx Peer Review Design · rulebase-co
Use to design peer or self-review QA programmes that complement — not replace — audit QA, with clear purpose, bias controls, and separate reporting. Trigger for "peer review programme", "agents reviewing each other", "self-QA", "peer QA vs central QA team", when peer review helps culture vs when it substitutes for audit, or bias risks in peer scoring.

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Cx Financial Promotions Audit · rulebase-co
Use to check whether support conversations contain promotional content that has to meet financial-promotion or advertising standards, and whether it does. Trigger for "are agents promoting products in support", "do our support replies count as financial promotions", "check our macros for promotional content", balanced-presentation review, risk-warning requirements, or a marketing message reaching customers through a support channel.

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Cx Policy Practice Divergence · rulebase-co
Use to check whether what agents actually tell customers matches documented policy, across every conversation where a topic came up. Trigger for "did we give customers the wrong information about X", "are we answering this consistently", "find every instance where agents said X", "check our answers against the knowledge base", answer-consistency audits, or a complaint that hinges on what a customer was told.

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Cx Attrition Early Warning · rulebase-co
Use to identify attrition risk from operational signals — occupancy, schedule instability, QA volatility — within ethical bounds, and turn findings into retention design rather than surveillance theatre. Trigger for "attrition risk", "who might leave", "early warning on leavers", "retention signals", "schedule driving quit rates", agent churn analysis, or reviewing whether your people analytics cross a line.

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Cx Contact Driver Taxonomy · rulebase-co
Use to design, rebuild, or audit a support contact taxonomy — the categories that record why customers contact. Trigger for "build a contact reason taxonomy", "our ticket categories are useless", "too many tickets are tagged Other", contact driver analysis, ticket categorisation or tagging schema, reducing contact volume, or deciding what to fix from support data.

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Cx Contact Spike Detection · rulebase-co
Use to detect genuine spikes in support contacts about a topic against a baseline that respects support traffic's strong weekly and intraday seasonality. Trigger for "are complaints about X rising", "detect when an issue spikes", "was that a real increase", "alert us to unusual contact volume", incident early warning from support signal, or a spike alert that fires constantly.

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Cx Shrinkage And Adherence · rulebase-co
Use to turn a staffing requirement into a workable schedule and to diagnose why a correctly-forecast plan still misses service levels — shrinkage, intraday fit, adherence and occupancy. Trigger for "we staffed to the forecast and still missed SLA", "what shrinkage should we use", "schedule adherence", intraday staffing gaps, agents available but service level missing, or building a roster from a forecast.

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Cx Schema Evolution · rulebase-co
Use to change a conversation or event schema without breaking every downstream metric, and to keep historical data comparable across the change. Trigger for "we need to add a field to the schema", "changing the conversation schema", "our historical data doesn't match after the schema change", schema versioning, breaking changes to an export format, or a metric that stepped when a field changed.

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Cx Streaming Ingest · rulebase-co
Use to choose between webhooks and polling for keeping support data in sync, and to close the gaps each one leaves. Trigger for "should we use webhooks or polling", "our sync is missing tickets", "webhook events are arriving out of order", real-time support data ingestion, missed events, or designing a helpdesk integration that must not lose data.

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Cx AI Agent Evaluation · rulebase-co
Use to build an evaluation set and regression process for a customer-facing AI support agent, so prompt and model changes can be shipped without silently breaking answers. Trigger for "how do we test our support bot", "did the new prompt make it better", "evaluate our AI agent", building an eval set, comparing model versions, or an AI agent going to production without a test suite.

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Cx Gold Set Management · rulebase-co
Use to build, rotate, and retire calibration gold sets so they keep measuring agreement instead of memorisation. Trigger for "refresh our calibration set", "graders know the gold set by heart", "how often should we rotate calibration cases", "our calibration scores look perfect but production agreement is bad", gold set size, stratified calibration sampling, or retiring cases that no longer discriminate.

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Cx QA Program Maturity · rulebase-co
Use to assess a customer-service QA programme end to end against what scores are actually used for — not review volume alone. Trigger for "how mature is our QA programme", "QA maturity assessment", "are we ready to use QA for bonuses", instrument coverage calibration actioning outcome link, or diagnosing a high-volume QA team that changes nothing.

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Cx QA Scorecard Design · rulebase-co bundle
Use to design, rebuild, or critique a customer-service QA scorecard or rubric. Trigger for "build a QA scorecard", "our QA scores don't mean anything", "design a quality rubric", "everyone scores 98%", scorecard criteria and weighting, QA calibration, inter-rater agreement, choosing a sample size for quality monitoring, or setting up AI-graded QA.

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Cx Reply Quality Coach · rulebase-co
Use to review a support agent's draft reply before it is sent — checking factual and policy correctness first, then commitments and risk, then tone against the team's own documented principles. Trigger for "can I say this", "is this ok to send", "how should I phrase this to the customer", "is this in line with our tone of voice", an agent pasting a draft response, or asking how to explain something to a customer.

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Cx Scorecard Migration · rulebase-co
Use to change a QA scorecard or rubric without breaking score comparability, historical series, or grader trust. Trigger for "we're updating the scorecard", "how do we migrate to a new rubric", "can we compare scores before and after the change", parallel run or dual-score window, scorecard versioning, mapping old criteria to new, or communicating a break in the QA trend line.

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Cx Arrival Pattern Analysis · rulebase-co
Use to analyse contact arrival distributions and choose staffing models that match reality — burstiness, batch dumps, abandonment censoring and when Poisson or Erlang assumptions fail. Trigger for "arrival pattern analysis", "are arrivals Poisson", "Erlang assumptions", batch email arrivals, burst traffic, abandonment bias in arrivals, staffing model choice, or when Erlang staffing misses despite a good forecast.

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Cx First Contact Resolution · rulebase-co
Use to measure first contact resolution and repeat contact rate defensibly, from conversation data rather than from agent-set dispositions. Trigger for "what's our FCR", "how many customers come back", "repeat contact rate", "are we resolving issues first time", one-and-done rate, or an FCR number that looks implausibly high.

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Cx Sla Threshold Simulation · rulebase-co bundle
Use to model what a proposed SLA or response-time target would have delivered on historical data before committing to it, with correct handling of open tickets and business hours. Trigger for "what would our SLA attainment be at 2 hours", "what if we tightened the target", "should our P1 target be 2h or 4h", "% of tickets resolved within X", comparing thresholds, or setting a first-response or resolution target for the first time.

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Cx AI Grader Validation · rulebase-co
Use to validate an AI QA grader against human reviewers before trusting it for triage or release decisions — agreement by segment, systematic bias, and where automation can replace humans versus where it cannot. Trigger for "can we trust the AI grader", "how accurate is our automated QA", "validate the grader before rollout", "AI vs human agreement by channel or language", "is the grader too harsh on chat", or checking a grader after a model change.

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Cx Auto Fail Governance · rulebase-co
Use to govern auto-fail criteria so every recorded failure has an owner, SLA, evidence trail, and closure — not a backlog auditors will cite. Trigger for "auto-fails nobody actions", "QA compliance failures sitting open", "hard fail vs soft fail", auto-fail backlog audit, regulatory QA findings, or designing workflow for zero-score evaluations.

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Cx Multilingual Quality · rulebase-co
Use to measure and compare support quality across languages and markets without penalising agents for the instrument being weaker in their language. Trigger for "compare quality across markets", "our Dutch team scores lower", "quality by language", grading conversations in a language the reviewer doesn't speak, machine-translated QA, or setting up QA for a new market.

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Cx QA Sampling Fairness · rulebase-co
Use to check whether ongoing QA sampling is fair to agents and still representative of the eligible population, and to fix designs that equalise by ticket instead of by person. Trigger for "is our QA sampling fair", "high-volume agents get more reviews", "sampler drift", stratified sampling by queue or team, per-agent evaluation counts, or comparing what was reviewed against what was eligible.

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Cx Demand Driver Attribution · rulebase-co
Use to attribute contact volume spikes to product releases, campaigns, billing events and operational changes — with a shared calendar, difference-in-differences thinking and explicit limits on causal claims. Trigger for "what caused the volume spike", demand driver attribution, release drove tickets, campaign contact uplift, billing run volume, event calendar for support, difference in differences volume, or when leadership asks what drove the spike without confounders ruled out.

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Cx Performance Documentation · rulebase-co
Use when QA data is being assembled for a formal employment process — a performance review, an improvement plan, a promotion case or an HR record — where the evidence standard and fairness controls are stricter than for coaching. Trigger for "document this agent's performance for HR", "build a performance file", "prepare a six-month review", "evidence for a performance improvement plan", or comparing an agent against a peer to show a gap.

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Cx Cross System Joins · rulebase-co
Use to join helpdesk data to CRM, billing and product systems so a cross-system metric means something — getting the grain, keys and timing right. Trigger for "join our support data to Salesforce", "link tickets to subscriptions", "our support and billing numbers don't match", cross-system reporting, "which account does this ticket belong to", or a join that silently drops or duplicates rows.

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Cx Helpdesk Migration · rulebase-co bundle
Use to plan or verify a migration between helpdesk platforms — Zendesk, Intercom, Freshdesk, Salesforce, HubSpot, Gorgias, Front and others. Trigger for "migrating from X to Y", "helpdesk migration plan", "did our migration lose data", "verify our ticket import", historical data fidelity, or reconciling counts after a support platform move.

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Cx Warehouse Modeling · rulebase-co
Use to model support conversation data for a warehouse so metrics are computed once and agree with each other, with the grain of every table stated. Trigger for "model our support data in the warehouse", "build dbt models for tickets", "our support metrics disagree between dashboards", conversation fact tables, ticket grain, or designing a semantic layer over helpdesk data.

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Cx Agentic Action Safety · rulebase-co
Use to bound what an AI support agent may do to a customer's record — allowlists, irreversible actions, dry-run, audit trails, and blast-radius limits aligned with mutation-safety practice. Trigger for "what can the bot change on an account", "agent tool permissions", "AI agent safety bounds", "dry run before refund", "limit bot actions", or reviewing tool access before giving an agent write APIs.

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Cx Calibration Agreement · rulebase-co bundle
Use to measure and diagnose grader agreement in support QA — human vs human, or an AI grader vs human reviewers — separating random disagreement from one grader being systematically harsher. Trigger for "run a calibration", "how do our reviewers compare", "is the AI grading too harshly", "our QA scores have too many false positives", "why do reviewers disagree", contested or overturned evaluations, or checking a new grader or model version.

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Cx Model Cost Management · rulebase-co
Use to analyse where LLM spend goes in support automation — cost per resolution, prompt bloat, retrieval size, retry loops, and the cost-vs-quality frontier from your own usage, not invented benchmarks. Trigger for "LLM cost per ticket", "why is our bot so expensive", "token usage breakdown", "reduce AI support costs", "cost vs quality tradeoff", or attributing spend to prompt, retrieval, or retries.

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Cx QA Coverage Economics · rulebase-co
Use to decide how much QA coverage to buy given what scores are actually used for — coaching, employment decisions, compliance — and to push back on one-size-fits-all targets or industry benchmark percentages. Trigger for "how many QA evaluations do we need", "what coverage should we aim for", QA programme budget, diminishing returns on sampling, or whether the current review volume supports ranking or pay decisions.

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Cx Metric Definition Registry · rulebase-co
Use to maintain one authoritative, versioned definition per CX metric — formula, denominator, filters, owner — so dashboards, reports, and alerts measure the same thing and series stay comparable. Trigger for "what does this metric actually mean", "CSAT definition", "why did the number change when we didn't change anything", "document our KPIs", metric registry, definition drift, two teams reporting different FCR, or before adding a metric to a board pack or alert.

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Cx Conversation Schema · rulebase-co bundle
Use to define or validate a normalised cross-platform schema for support conversations, so analyses work the same across Zendesk, Intercom, Freshdesk, Five9 and others. Trigger for "normalise our support data", "unify conversations from multiple helpdesks", "validate our conversation export", building a support data warehouse or CX data model, migrating between helpdesks, or checking whether an export is safe to analyse.

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Cx Agent Assist Evaluation · rulebase-co
Use to measure whether an agent-assist or copilot actually helps — beyond acceptance rate — through edit distance, time and quality trade-offs, and bad-suggestion uptake. Trigger for "is our copilot working", "measure agent assist ROI", "acceptance rate is high but is it good", "did the draft suggestion help", "evaluate our support copilot", or planning an A/B rollout of assist features.

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Cx Bot Knowledge Grounding · rulebase-co
Use to audit retrieval and grounding as the ceiling on bot answer quality — separating missing knowledge from wrong chunks, and measuring retrieval apart from generation. Trigger for "why does the bot make things up", "RAG audit", "wrong article cited", "retrieval quality", "bot answers not in the KB", "grounding failures", or KB gaps vs search failures.

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Cx Customer Identity Resolution · rulebase-co
Use to link one customer's conversations across channels and identifiers so per-customer support effort, repeat contact and multi-channel journeys can be measured. Trigger for "which customers contacted us on multiple channels", "how many separate tickets are actually the same person", "true contact rate per customer", stitching voice calls to email threads, or any per-customer metric where the helpdesk has no shared customer key.

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Cx Knowledge From Conversations · rulebase-co
Use to mine resolved support conversations for missing or weak help articles, extracting reusable answers without copying PII. Trigger for "what articles should we write from tickets", conversation mining for KB, turn agent replies into help content, high-repeat contact drivers needing docs, knowledge creation from support, or closing KB gaps from real resolutions.

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Cx Export Reconciliation · rulebase-co bundle
Use to prove a conversation export is complete against the source system's own counts, before anything is built on it. Trigger for "is this export complete", "reconcile the export against Zendesk", "our export is missing tickets", "the numbers don't match the helpdesk", verifying a migration or a backfill, or signing off a dataset for analysis.

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Cx Human In The Loop Design · rulebase-co
Use to decide where human approval gates belong in AI-assisted support workflows — which actions need confirm, latency and cost trade-offs, and how to avoid rubber-stamping. Trigger for "human in the loop design", "where should agents approve AI actions", "approval workflow for the bot", "AI auto-send vs review", "rubber stamping risk", or balancing speed and safety on assisted replies.

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Cx Prompt Change Management · rulebase-co
Use to ship prompt and system-instruction changes safely — versioned as config, staged with an eval gate, rollback-ready, and documented in a changelog. Trigger for "how do we deploy prompt changes", "prompt rollback", "version our system instructions", "CI for prompts", "staging before promoting the bot prompt", or treating prompts like production config.

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Cx Metric Movement Decomposition · rulebase-co bundle
Use to explain why a CX metric moved between two periods — QA score, CSAT, SLA attainment, containment, AHT — separating a genuine change in performance from a change in what got measured. Trigger for "why did our QA score drop", "what's driving the increase", "our score fell from the 90s to the low 80s, why", "key drivers behind this trend", "why has the critical error rate fallen this week", or any period-over-period comparison that needs a cause.

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Cx Internal Vs External Knowledge · rulebase-co
Use to separate customer help centre content from internal agent wiki, define what belongs where, and stop wrong internal docs from leaking into customer-facing answers. Trigger for "help centre vs internal wiki", agent documentation duplication, what should be public KB, internal SOP leaking to customers, policy vs procedure split, or grounding AI on the wrong knowledge base.

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Cx Data Quality Monitoring · rulebase-co
Use to detect a support data sync that has silently stopped, degraded or started lying, before a report does. Trigger for "our sync stopped and nobody noticed", "monitor support data quality", "a channel stopped syncing", freshness and volume alerts on helpdesk data, "the dashboard looked fine but the data was stale", or setting up data tests over conversation data.

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Cx Rubric False Positive Audit · rulebase-co
Use when a QA team says the scorecard is too harsh or produces too many false positives, to find which criteria are actually misfiring and fix those rather than lowering the bar everywhere. Trigger for "our evaluation scores keep tanking", "there are too many false positives", "how can we be more lenient", "what exceptions do I need to add to the scorecard", agents disputing evaluations, or a scorecard nobody trusts any more.

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Cx Synthetic Conversation Generation · rulebase-co
Use to build test conversations for QA and AI eval without putting production PII in fixtures — synthetic vs redacted real data, edge-case coverage, and leakage risk when generation is done poorly. Trigger for "synthetic test conversations", "eval data without PII", "generate test tickets", "redact transcripts for testing", "fixture conversations for the bot", or avoiding production data in test sets.

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Cx Conversation Embedding Pipeline · rulebase-co
Use to design a pipeline that vectorises support conversations for semantic search or retrieval, with the chunking, PII and deletion decisions made before anything is embedded. Trigger for "make our support conversations searchable", "build a vector index over tickets", "semantic search across transcripts", RAG over support data, chunking transcripts, or an embedding index that returns unhelpful matches.

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Cx Skills Matrix · rulebase-co
Maps support capabilities, plans cross-training, and sizes multi-skilling against real proficiency and routing cost.

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Cx Refund And Goodwill Policy · rulebase-co
Design a refund, credit, and goodwill framework that separates owed redress from discretionary gestures, sets agent authority based on actual distributions, and enables consistent, auditable outcomes without escalating every request.

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Cx Abandonment Analysis · rulebase-co
Analyzes chat and call abandonment, queue patience, and what a high FCR may be hiding when abandoned contacts never become tickets.

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Cx Complaint Root Cause · rulebase-co
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.

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Cx Proactive Support · rulebase-co
Use to design and measure proactive outbound support that prevents inbound contacts without creating new ones. Trigger for "proactive support", "prevent tickets with outbound", outage notifications, shipment alerts, eligibility and suppression rules, measuring prevented contacts, or proactive messaging opt-out.

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Cx Transfer Protocol · rulebase-co
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.

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Cx Audit Trail Integrity · rulebase-co
Use to verify that the chain from conversation to evaluation to decision is complete and reconstructible, so a QA score or a customer outcome can be explained months later. Trigger for "can we prove why this decision was made", "is our audit trail complete", "reconstruct how this score was produced", evidencing an AI-assisted decision, or an auditor asking how a conclusion was reached.

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Cx Fraud And Scam Signal · rulebase-co
Use to surface fraud, scam and financial-crime signals that customers describe to support before detection systems see them, and to check whether agents recognised and routed them. Trigger for "are customers reporting scams", "new scam pattern targeting our customers", "did we spot the fraud signals", authorised push payment scams, "customer was coached by someone on the phone", or fraud reports arriving through support.

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Cx Alert Monitor Spec · rulebase-co
Use to turn a one-off support search into a standing monitor or alert that stays useful instead of being muted within a fortnight. Trigger for "alert me when a customer mentions X", "notify the team when complaints spike", "keep watching for this", "set up a daily monitor for", turning an ad-hoc sweep into something recurring, or an existing alert nobody reads any more.

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Cx Seasonal Readiness · rulebase-co
Use to plan and run peak-season support — what to freeze, pre-stage and measure daily so volume spikes do not become quality and attrition crises. Trigger for "peak season readiness", "holiday staffing plan", "Black Friday prep", freeze policy or KB changes before peak, pre-hire and ramp for surge, daily war room metrics, peak post-mortem, or when last year's peak broke SLA and attrition.

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Cx Volume Forecasting · rulebase-co bundle
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.

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Cx Reverse Etl · rulebase-co
Use to design a safe pipeline that writes derived attributes back into a helpdesk — risk scores, segments, health flags — without corrupting agent workflows or creating an unexplainable feedback loop. Trigger for "push scores back into Zendesk", "sync warehouse attributes to the helpdesk", "write our churn risk onto the ticket", reverse ETL for support, or an automation that started firing on a synced field.

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Rulebase QA Coverage Audit · rulebase-co bundle
Use to audit QA coverage and scorecard health in a Rulebase workspace via the Rulebase MCP server. Trigger for "audit our QA coverage", "which agents or channels aren't being evaluated", "are our QA scores meaningful", "is our scorecard working", QA blind spots, score distribution or ceiling effects, and checking whether QA scores relate to SLA or complaint outcomes.

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Cx Record Retention Audit · rulebase-co
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.

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Cx Subject Access Request · rulebase-co
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.

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Cx Agent Coaching Pack · rulebase-co
Use to assemble a fair, evidence-backed coaching pack for a support agent's one-to-one from QA evaluations and conversation history. Trigger for "prepare a coaching session for X", "what areas does X need to improve", "areas of markdown for this agent", "what coaching opportunities stand out", "build a coaching agenda from these tickets", or preparing a weekly or monthly agent review.

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Cx Deflection Analysis · rulebase-co bundle
Use to measure whether a support bot, AI agent, or self-service channel actually reduces contact volume, and to audit a vendor's containment or deflection number. Trigger for "what's our real deflection rate", "is the bot working", "our containment rate is 70% but tickets haven't dropped", automation ROI, self-service savings, AI agent resolution rate, or designing a holdout test for a support bot.

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Cx Escalation Analysis · rulebase-co
Use to analyse why support contacts escalate, how long escalations take, and which escalation paths are broken or missing. Trigger for "why are escalations increasing", "how long do escalations take", "which issues get escalated most", tier 2 volume, back-office handoffs, escalations with no defined path, or designing an escalation process.

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Cx Executive Reporting · rulebase-co
Use to distil a CX dashboard into the three numbers a board or exec actually needs — volume/demand health, quality/outcome, and cost/efficiency — with commentary that drives decisions instead of forty tiles nobody acts on. Trigger for "board pack", "exec summary for support", "what should leadership see", "too many metrics on the dashboard", "three KPIs for the board", quarterly business review CX section, or when a leadership deck is mostly charts with no story.

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Cx Intraday Management · rulebase-co
Use to recover a day in real time when volume, handle time or availability diverge from plan — reforecasting decisions, break moves, overtime, callbacks and skill flex without burning tomorrow. Trigger for "intraday management", "real-time reforecast", "we are underwater at 11am", move breaks or lunches, call people back in, flex agents between queues, ride out the spike, or when the WFM plan is wrong before close of business.

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Cx Knowledge Lifecycle · rulebase-co
Use to assign ownership, set review cadence, and deprecate support content without breaking self-service or AI grounding. Trigger for "who owns this article", "our KB is out of date", orphan articles, annual review calendar nobody follows, deprecating help content, knowledge governance, or preventing stale articles from quietly harming customers.

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Cx Narrative Reporting · rulebase-co
Use to write CX commentary that makes a number decision-ready — what moved, why (decomposed), so what, do what — separating noise from signal and stating confidence honestly. Trigger for "write the commentary", "explain this trend", "what should we say about the drop", weekly or monthly narrative, board pack prose, "why did QA fall", metric movement write-up, or when a report has charts but no story.

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Cx Satisfaction Export · rulebase-co bundle
Use to export CSAT or satisfaction survey responses from a support platform into one canonical shape. Trigger for "export our CSAT data", "pull satisfaction ratings", "get survey responses out of Zendesk/Freshdesk/Gorgias/HubSpot", joining CSAT to tickets, or when a conversation export left the csat field null.

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Cx Self Service Funnel · rulebase-co
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.

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Cx Pricing Objection Analysis · rulebase-co
Use to analyse billing and pricing complaints, separating genuine pricing objections from billing defects and unclear communication. Trigger for "customers complaining about price", "billing complaint analysis", "why do customers dispute their invoice", "is our pricing a problem", unexpected-charge complaints, or a pricing decision that needs evidence from support.

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Cx Support To Revenue Handoff · rulebase-co
Use to design the process that gets a revenue signal out of support and to the account owner without turning agents into sellers or degrading support quality. Trigger for "route upsell leads from support to sales", "support-sourced pipeline process", "should agents flag opportunities", designing a CS-to-sales handoff, or a handoff programme where agents have stopped flagging.

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Cx Conduct Risk Monitoring · rulebase-co
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.

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Cx Vulnerability Detection · rulebase-co
Use to identify signals of customer vulnerability in support conversations and audit whether they were recognised and acted on. Trigger for "identify vulnerable customers", "did we spot the vulnerability signals", "customers in financial difficulty", bereavement or health disclosures in support, vulnerable customer handling audits, or designing vulnerability recognition for a support team.

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Cx Accessibility Review · rulebase-co
Use to audit whether customer support is reachable for people with access needs — channels, hours, authentication barriers, CAPTCHA, voice-only paths, and alternate formats. Trigger for "support accessibility audit", "can customers with disabilities reach us", CAPTCHA on contact form, voice-only support, alternate format requests, or accessibility checklist for CX.

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Cx After Hours Coverage · rulebase-co
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.

1 repo stars
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Cx Handle Time Analysis · rulebase-co
Use to analyse average handle time, resolution time or time-in-queue without being misled by the skew, and to find where time actually goes. Trigger for "why is our AHT increasing", "our call handling times are up", "which contact reasons take longest", "how long do tickets take", handle time by agent or team, or an AHT target being set.

1 repo stars
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Cx Knowledge Base Audit · rulebase-co bundle
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.

1 repo stars
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Cx Outsourcer Scorecard · rulebase-co
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.

1 repo stars
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Cx Tag Taxonomy Hygiene · rulebase-co
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.

1 repo stars
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Cx Translation Workflow · rulebase-co
Use to keep localised help centre content current when the source language changes, detect stale translations, and prevent silent lag between markets. Trigger for "translations are out of date", localisation workflow, source of truth language, help centre i18n, translation drift after policy update, or non-English customers seeing old policy.

1 repo stars
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Cx Bot Safety Audit · rulebase-co
Use to audit a customer-facing support bot or AI agent for harm rather than for volume — manipulation and prompt-injection attempts, customers stranded without a human, fabricated answers, and unsafe commitments or disclosures. Trigger for "are people trying to jailbreak our bot", "show me attempts to manipulate the assistant", "is our bot giving wrong answers", "customers stuck with the bot and never got a human", or reviewing an AI agent before or after launch.

1 repo stars
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Cx Account Escalation Protocol · rulebase-co
Use to design or audit the executive escalation path for a major account — intake, ownership, communication cadence and follow-through — so escalations are resolved rather than merely attended. Trigger for "design our escalation process for key accounts", "an executive escalation went badly", "customer went to our CEO", red account war rooms, or escalations that get attention and then quietly stall.

1 repo stars
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Cx Complaint Classification · rulebase-co
Use to design or audit complaint identification and classification in customer support, especially in regulated sectors. Trigger for "are we identifying complaints correctly", "complaint detection", regulatory complaint definition, FCA or CFPB complaint handling, vulnerable customer identification, root cause categorisation for complaints, or building an AI classifier for complaints.

1 repo stars
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Cx Data Minimisation Review · rulebase-co
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.

1 repo stars
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Cx Article Effectiveness · rulebase-co
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.

1 repo stars
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Cx Benchmark Methodology · rulebase-co
Use to compare CX performance to a published or vendor benchmark without fooling yourself — scope mismatch, survivor bias, and definition mismatch usually make external benchmarks incomparable, and internal baselines often beat them. Trigger for "how do we compare to industry", "is our CSAT good", benchmark slide for the board, vendor benchmark report, "are we above average", outsourcing RFP benchmarks, or when someone cites a round-number industry standard.

1 repo stars
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Cx Content Consolidation · rulebase-co
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.

1 repo stars
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Cx Conversation Sampling · rulebase-co
Use to draw a defensible sample of support conversations for QA review, an audit or a manual analysis, so the results generalise to the population rather than to whatever was easy to pull. Trigger for "which tickets should we review", "how do we pick a sample", "is our QA sampling representative", stratified or risk-based sampling, review coverage design, or a finding based on a handful of hand-picked tickets.

1 repo stars
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Cx Recurring Report Spec · rulebase-co
Use to turn an ad-hoc CX reporting request into a versioned spec that can be re-run each period and actually compared across periods. Trigger for weekly or monthly QA and support reports, "same report but for last week", "generate the weekly digest", "supervisor report for each team", a report request pasted as a long prompt for the second or third time, or when two runs of the same report disagree.

1 repo stars
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Cx Criterion Library · rulebase-co
Use to build and maintain a reusable bank of QA criteria as observable decision rules shared across scorecards. Trigger for "criterion library", "standardise our QA criteria", "write better rubric items", "was professional is too vague", versioning criteria across teams, or turning adjectives into pass/fail decision rules with examples.

1 repo stars
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Cx QA Appeal Process · rulebase-co
Use to design or audit a QA dispute and appeal workflow with timeboxes, adjudication standards, and second-level consistency so appeals improve trust instead of rewriting scores without rules. Trigger for "QA appeal process", "agents disputing scores", "who adjudicates QA disputes", "overturn rate too high", second-level review standards, or calibration erosion from ad-hoc score changes.

1 repo stars
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Cx Reviewer Workload · rulebase-co
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.

1 repo stars
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Cx Call Recording Governance · rulebase-co
Use to review how call recordings are notified, stored, accessed, redacted and deleted, including the parts that differ from text conversations. Trigger for "review our call recording practices", "do we need to tell customers we're recording", "who can listen to our calls", recording retention, card details spoken on a call, or a request for a customer's own recording.

1 repo stars
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Cx Consumer Outcome Evidence · rulebase-co
Use to assemble evidence that customers are getting good outcomes from support, at the level a board or regulator expects, rather than reporting activity metrics. Trigger for "evidence our customers get good outcomes", "consumer duty evidence from support", "board report on customer outcomes", outcomes-based regulatory reporting, or a request to show harm is not occurring.

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Cx Regulated Advice Boundary · rulebase-co
Use to find where support agents cross from information into regulated advice or a personal recommendation, and to design the boundary so they can still be helpful. Trigger for "are agents giving advice", "where's the line between information and advice", "should agents recommend a product", guidance versus advice boundary, agents answering "what would you do", or a complaint that an agent recommended something.

1 repo stars

150 published skills · page 1 of 2