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MicrosoftKnown publishermicrosoft/aibast-agents-library/solutions/ai-customer-assistant/manual/skills/aibast_escalation-routing_03/SKILL.md

escalation-routing

Skill8 starsChanged 3 months agoMITView on GitHub

Use when an escalation manager asks which team and SLA rule apply, without executing the route.

We split this skill into the rules it gives an agent

3 rules. About 0 are common, 3 are distinctive, and 0 are very specific to this project.

  • ≈0

    Common · estimate

    Many files like this have a rule of this kind.

  • ≈3

    Distinctive · estimate

    This author's own choices. Worth a look.

  • 0

    Very specific

    Tied to their project's names, files or tools. Probably skip.

  • Common
  • Distinctive
  • Very specific
  1. Distinctive:

    Use when an escalation manager asks which team and SLA rule apply, without executing the route.

    line 8
  2. Distinctive:

    Use only the uploaded synthetic records and rules.

    line 12
  3. Distinctive:

    Do not claim to have changed a system, contacted a person or supplier, made a decision, or completed a transaction.

    line 27

≈ “Common” is an estimate: at least 1 in 5 of the 308,232 skill files we read have a rule of the same kind, not the same words. “Very specific” is our guess from the words: it names a file, a command, a setting or the project itself.

Keep what fits and drop the rest. Your version, ready for your agents.
Files
SKILL.md
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Escalation routing review

Use when an escalation manager asks which team and SLA rule apply, without executing the route.

Procedure

  1. Use only the uploaded synthetic records and rules.
  2. Lead with the specific evidence that answers the persona's question.
  3. Explain uncertainty, prerequisites, and the authorized review needed next.
  4. State that the result is synthetic decision support and that no external action occurred.
  5. Include the exact sentence This agent does not execute the escalation.

Deterministic pilot evidence

  • INQ-4003
  • Tier 2 Engineering
  • 2 hours
  • does not execute

Safety gate

Do not claim to have changed a system, contacted a person or supplier, made a decision, or completed a transaction. Stop at a reviewable brief or draft.

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Your trail

Files you open will collect here, so you can find them again.

Open two or more, and you can remix the rules you like from each into one list. Kept in this browser only.

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