AC self-improving-support
Captures ticket resolution delays, misdiagnoses, escalation gaps, SLA breaches, knowledge gaps, and customer churn signals to enable continuous support improvement. Use when: (1) A ticket is resolved late or incorrectly, (2) An SLA breach occurs, (3) A customer reopens a ticket, (4) An escalation pathway fails, (5) A knowledge base search returns no results, (6) CSAT scores drop below threshold, (7) A churn signal is detected in customer communication.
As a process C 54/100 · Has gaps — weak spots: result and completion, inputs and preconditions, running it twice
How to improve
- The SKILL.md body is over 5,000 tokens: move reference detail into references/ and load it when needed.
- Your own cases (evals/evals.json, 4–6 real requests with expected answers): the full check would then run those instead of a model-drafted suite.
- A spec.yaml with trigger phrases and assertions — a behaviour contract for CI; `skilltest init` writes a template.
Guard findings · 0
✓ No critical or high findings
Files scanned: 15. Evidence is masked. Grey chips explain why severity was lowered.
Against the Agent Skills spec
- warning
body-longSKILL.md body ≈ 6534 tokens (recommended < 5000); move details to references/
Process rating: all ten parameters 54/100
- 0Result and completion. Does not say what the result is
- 0Inputs and preconditions. Does not say what the process needs to start
- 30Running it twice. 19 mutating operations with no state check
- 50When it triggers. No condition that starts the skill
- 60Tools and files. Uses tools (bash) that frontmatter does not declare
- 70Failures and branches. 5 branches
- 70Execution cost. Instruction body is 6534 tokens
- 100Steps. 107 steps
- 100Consistency. Name and required fields are in place
- 100Progress reporting. Reports progress
- medium Safety rules and hard prohibitions inside a skill: they belong in the system prompt, here they protect nothing
- low 20 top-level sections: this looks like several domains in one skill
Everything here is measured from the skill text rather than judged by a model, so the numbers are checkable. A parameter weighs more when it is a more common reason for the process to stall.
Quality signals
- +5Description has no quoted example phrases that should trigger the skill
- +4Description does not say when NOT to use the skill (false activations)
- +3Output format is not stated: the model decides each time
- +1No license
- +2Single-language instructions
- +3Description length 456: enough signal without eating the budget
- +4Structure: 50 headings
- +3Step-by-step instructions: 107 items
- +4Has examples (18 code blocks)
- +4Reference files are cited in the instructions (2 of 3)
- +3All 3 scripts are documented
Quality base 70; lint remarks subtract, signals add up to 100. Result: 81.