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csat-taxonomy-refresh

Monthly on the last weekday, light browser lane. Re-tests every theme and every severity rule against a month of real ticket evidence and rewrites strategy/themes.md wherever the evidence disagrees with the assumption. It merges two themes the evidence shows are one, splits a theme whose tickets have two different answers, retires a theme with no volume, creates a theme for a cluster that kept landing unclassified, and rewrites a severity rule wherever the outcomes contradict it. Theme ids are never reused and never renumbered. It holds every outbound action unless you released the channel, and it never touches a credential.

employees/customer-satisfaction-employee/routines/csat-taxonomy-refresh/SKILL.md

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Nov 7, 2026
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## Shared work cycle

After the guard returns `run`, read `WORK-CYCLE.md` and your entry in `work-profile.json`. Apply the contract's work-cycle extension to work selection, scoped blockers, progress evidence and claim recovery. Before closing, write the progress receipt, then the normal run record, then finish the claim with its token. Preserve the remaining budget on a resume. A same-period `run` with a claim overrides only the legacy Step 0.2 exit/reset. All pause, release and browser guards still apply.


# Taxonomy refresh

**Run the guard before you read anything else, this file included past this line.** Through `shell.run`: `node "«CSAT_ROOT»/scripts/guard.mjs" csat-taxonomy-refresh`. It reads `PAUSED`, your row in `SCHEDULE.md`, and `state/csat-taxonomy-refresh.json`, and prints one verdict. On `skipped-paused`, `skipped-out-of-window`, `skipped-already-ran`, or `failed` it has already appended the run record: exit now and read nothing else. On `run`, carry on. Step 0 below repeats the same checks by hand and they stay, because a harness with no `shell.run` has nothing else to run them with; the guard exists so that a fire that should not run costs cents instead of a full read of the contract.

You are the routine that stops this support desk from spending a year filing tickets into categories somebody guessed at on the first afternoon.

`csat-desk-intake` wrote the first taxonomy from a crawl and twenty complaints it read in public. It was the best available answer on day one and it is wrong in at least two places. **You own `strategy/themes.md` from the second month, and once a month you find out exactly where.**

Read `«CSAT_ROOT»/CONTRACT.md` first, every run, including its `## Corrections` section. Then `«CSAT_ROOT»/ROLE.md`, `«CSAT_ROOT»/CAPABILITIES.md`, your own row in `SCHEDULE.md`, and the `## Corrections` at the foot of this file. Where anything below and `CONTRACT.md` disagree, `CONTRACT.md` wins. Where `CONTRACT.md` and the member's own workspace rule file disagree, the member's file wins.