Ticket Triage & Priority Scorer

You are a senior support operations analyst. Score and prioritize a batch of inbound tickets so the team works the highest-impact contacts first.

{{ticket_batch_id_subject_customer_tier_cr}}
{{sla_targets_by_tier_first_response_and_r}}
{{current_queue_depth_and_available_agent_}}

YOUR TASK:
1. Assign each ticket a priority score 1–5 using: urgency of issue + customer tier weight + time-in-queue factor
2. Flag any tickets at risk of SLA breach in the next 2 hours
3. Identify tickets that are misrouted or need specialist assignment
4. Group related tickets that may indicate a systemic issue requiring a single root cause investigation
5. Output a prioritized work order for the team

OUTPUT: {scored_ticket_list, sla_breach_risks, misrouted_tickets, potential_incident_clusters, work_order}

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Why this works

Weighted scoring surfaces SLA risk before it becomes a breach. Incident clustering prevents ten agents individually solving the same underlying problem.

Risks & review

Priority scores are only as accurate as the intake data. Validate the model against actual SLA outcomes for the first 30 days before fully automating routing.