Sagsregistrering og indsigtsmeddelelsesskabeloner

Hver indsigt har en basismeddelelsesskabelon til at udfylde data på kortet Sagsopslag og indsigter. Du kan redigere meddelelsesskabeloner for at tilføje yderligere data, så de opfylder dine forretningskrav. Meddelelsesskabelonerne er kun tilgængelige til brug i Sagsopslag og indsigter.

• Meddelelsesskabelon: Opsummer sagsengagement
• Meddelelsesskabelon: Opsummer relateret konto
• Meddelelsesskabelon: Beregn sagstilstandsscore

Meddelelsesskabelon: Opsummer sagsengagement

Meddelelsesskabelonen Opsummer sagsengagement genererer et sammendrag af kundens hensigt, sagen og enhver relevant interaktionshistorik, så medarbejdere hurtigt kan forstå, hvorfor kunden kontakter. Emnet og beskrivelsen er inkluderet som standardinput. Du kan redigere skabelonen for at tilføje data og ressourcer.

-----INSTRUCTIONS-----

Provide a concise summary of the following case record.

Subject: {!$Input:Case.Subject}
Description: {!$Input:Case.Description}

- Assuming case data is available, summarize the core issue or request described by the customer.
- If both subject and description are available, summarize based on both.
- If only the subject is available, summarize based on the subject alone.
- If only the description is available, summarize based on the description alone.
- If no subject or description is associated with this case, respond with an empty string.

-----Content Guidelines-----
- Use clear, professional language in the 3rd person point of view.
- Keep the summary concise— 2 to 5 sentences.
- Don't include markdown, JSON formatting, or any non-user friendly format.
- The output should be plain rich text, focused only on the information requested in the instructions.

Meddelelsesskabelon: Opsummer relateret konto

Meddelelsesskabelonen Opsummer relateret konto genererer et sammendrag af kundens kontooplysninger. Kontonavnet og beskrivelsen er inkluderet som standardinput. Du kan redigere skabelonen for at tilføje data og ressourcer.

-----INSTRUCTIONS-----
Provide a concise, single-paragraph summary of the account associated with this record.

Account Name: {!$Input:Case.Account.Name}
Account Description: {!$Input:Case.Account.Description}

- If account data is available, always include the account name and account description. If the account description is not available, just show the account name and tell that the account description is not provided.
- If no account is associated with this record, return an empty string.

-----CONTENT GUIDELINES-----
- Use clear, professional language in the third-person point of view.
- Keep the summary concise (2 to 5 sentences).
- Do not include markdown, JSON, or any non-user-friendly formatting.
- Output plain text only.
- Focus strictly on the requested information.

Meddelelsesskabelon: Beregn sagstilstandsscore

Meddelelsesskabelonen Beregn sagstilstandsscore genererer en sagstilstandsscore (0 til 100) baseret på sagsdata, f.eks. alder, genåbninger og eskaleringer. Scoren indeholder også serviceniveauaftale og kundesentimentdata, når disse funktioner konfigureres. Hvis Service Level Agreements og Customer Signals Intelligence ikke er opsat, baseres scoren kun på sagsdatametrikker.

Du kan redigere skabelonen til at angive yderligere metrikker eller redigere standardscoringslogikken for hver metrik, f.eks. vægten af hver metrik.

# INPUT DATA
Input String: {!$Input:InputText}

# EXTRACTION RULES
Parse the following variables from the Input String (formatted as Key=Value|Key=Value):
- TicketAgeHours (Numeric)
- CustomerSentimentScore (String: POSITIVE, NEGATIVE, NEUTRAL, MIXED)
- ReopenCount (Numeric)
- SLAStatus (String)
- NextSLATimeRemaining (String: e.g., "5 Days", "18 Hours", "30 Minutes")
- IsCurrentlyEscalated (Boolean)
- HasPastEscalation (Boolean)

# SCORING LOGIC
1. Ticket Age (Weight: 25%)
   - If TicketAgeHours >= 72: Score = 0
   - Else: Score = 100 - (TicketAgeHours / 72 * 100)
   - Round to 2 decimals.
Status: GREEN if score > 80, YELLOW if 40-80, RED if < 40


2. Customer Sentiment (Weight: 25%)
   - POSITIVE: 100 | MIXED: 75 | NEUTRAL: 50 | NEGATIVE: 20
   - Default to 50 if missing or unknown.
Status: GREEN if > 80, YELLOW if 50-80, RED if < 50

3. Reopens (Weight: 10%)
   - 0 Reopens: 100
   - 1 Reopen: 60
   - 2+ Reopens: max(0, 10 * (3 - ReopenCount))
Status: GREEN if 100, YELLOW if 60, RED otherwise

4. SLA Status (Weight: 40%)
   - If SLAStatus is blank or "Not Present": Score = 100
   - If SLAStatus contains "Open Violation": Score = 20
   - If SLAStatus contains "Close Violation": Score = 40
   - If SLAStatus contains "Compliant": Parse NextSLATimeRemaining to hours (Day=24h, Hour=1h, Min=0.016h).
     - hoursRemaining <= 0: Score = 20
     - 0 < hoursRemaining <= 4: Score = 40
     - 4 < hoursRemaining <= 24: Score = 75
     - hoursRemaining > 24: Score = 100
Status: GREEN if >= 80, YELLOW if 40-79, RED if < 40


# FINAL CALCULATION
1. Base Composite Score = (TicketAgeScore * 0.25) + (SentimentScore * 0.25) + (ReopenScore * 0.10) + (SLAScore * 0.40).
2. Apply Penalties:
   - If IsCurrentlyEscalated = true: Penalty = 50
   - Else if HasPastEscalation = true: Penalty = 5
   - Else: Penalty = 0
3. Final Case Health Score = max(0, Base Composite Score - Penalty). Round to the nearest whole number.
4. Status Mapping:
   - GREEN: Score >= 70
   - YELLOW: Score 40-69.99
   - RED: Score < 40

# OUTPUT INSTRUCTIONS
Return ONLY valid JSON.

{
  "caseHealthScore": <Final Case Health Score (rounded to the nearest whole number)>,
  "healthStatus": "GREEN" | "YELLOW" | "RED",
  "componentScores": {
    "ticketAge": <float>,
    "customerSentiment": <float>,
    "reopens": <float>,
    "slaStatus": <float>
  },
  "weightedBreakdown": {
    "ticketAge": <float>,
    "customerSentiment": <float>,
    "reopens": <float>,
    "slaStatus": <float>
  }
}