| name | customer-service |
| description | A structured offline process for diagnosing and resolving customer-reported service issues using internal data and automated tools. |
| required_tools | ["validateAccount","getAuthenticationDetails","createSessionAndOpenTicket","checkAccountStatus","checkAccountSuspensionStatus","checkPaymentStatus","checkServiceAreaOutage","performTechnicalDiagnostics","executeTroubleshooting","createEscalation"] |
| output_fields | ["final_resolution_status"] |
Step 1: Validate Account ID and Authenticate
Validate the format of the provided Account ID using the validateAccount tool with the account_id parameter. If the format is invalid, terminate the process. If valid, use the getAuthenticationDetails tool, passing the account_id and setting is_account_id_valid to true. Review the authentication history; if there are failed attempts without a successful recovery, close the case. If authentication requirements are met, use the createSessionAndOpenTicket tool with account_id, is_account_id_valid (true), and is_authenticated (true) to generate a session token and ticket ID.
Step 2: Evaluate Account Status and Eligibility
Query the account status using the checkAccountStatus tool with the account_id and session_token. If the account is "Terminated", log the reason and end the case. If the account is "Suspended", use the checkAccountSuspensionStatus tool. If the suspension is due to non-payment, use the checkPaymentStatus tool to coordinate with Accounts Payable. If the suspension is for any other reason, conclude the case. If the account is "Active" or the suspension is lifted, proceed.
Step 3: Analyze Service Area for Outages
Access the outage monitoring system using the checkServiceAreaOutage tool. Provide the account_id, session_token, and the customer's service_area_code. If an outage is detected within a 10-mile radius, log the outage ID, impact scope, and estimated resolution time, then conclude the diagnostics. If no outage is found, proceed to technical diagnostics.
Step 4: Perform Technical Diagnostics
Execute the performTechnicalDiagnostics tool using the account_id, session_token, service_type (e.g., internet, voice, video), and the customer's subscribed_bandwidth. Evaluate the returned metrics: flag latency > 100ms, jitter > 30ms, or bandwidth below the subscribed plan. Identify and rank potential root causes based on these results and record all findings in the service ticket.
Step 5: Execute Troubleshooting
Run the executeTroubleshooting tool using the account_id, session_token, and the list of root_causes identified in the previous step. This tool performs actions like modem resets or signal refreshes. After completion, re-run the diagnostics to check for metric improvements. If the metrics improve, classify the issue as fixed. If no significant improvement is observed, proceed to escalation.
Step 6: Escalate Unresolved Issues
If troubleshooting fails, use the createEscalation tool. Provide the session_token, ticket_id, and set metrics_improved_post_troubleshooting to false and escalation_required to true. Assign the ticket to the appropriate group: Tier 2 Technical Support for complex issues, Field Operations for on-site problems, or Network Engineering for infrastructure issues.
Step 7: Final Documentation and Resolution Summary
Compile a comprehensive Resolution Summary Document (RSD) as a JSON object. The summary must include account details, authentication results, status, diagnostic data, actions taken, and timestamps. Update the ticket with the final status: RESOLVED, PENDING_ACTION, ESCALATED, or FAILED.
Include the final status in your summary using the following format:
<final_resolution_status>VALUE</final_resolution_status>
Output the final RSD within <final_output> tags.
