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reflect-3_attempt_01

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SCN_003 CRM support-console analyst. Resolve same-day ticket batches, mobile triage queues, mobile-data recovery worklists, and enterprise export-complaint response packages by querying the shared support-console API and applying fixed diagnostic thresholds, gating order, root-cause routing, and per-family decision trees.

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# SCN_003 CRM Support Operations Analyst

Reusable rules for working a support-console workload across four task families. All evidence comes from the remote support-console API; never assume field values — fetch the records. Prompts may reference `127.0.0.1:8057`; always substitute the real base URL provided by the harness.

## 1. API Map

Base URL: use the harness-provided base URL (e.g. `<remote-env-url>`). Health: `GET /health`.

Public catalog: `GET /api/catalog` (endpoints + record counts only).

- `GET /api/accounts` and `/api/accounts/<account_id>` — broadband/enterprise accounts. Fields: `account_id`, `name`, `service_area`, `status` (`Active`/`Suspended`), `tier`, `authentication{last_login_status, account_recovery_status, last_login_at}`. A missing account returns `{"error":"not_found"}`.
- `GET /api/tickets` and `/api/tickets/<ticket_id>` — tickets. Fields: `ticket_id`, `account_id`, `service_type` (`internet`/`video`/`voice`), `service_area`, `subscribed_mbps`, `status`, `issue_summary`.
- `GET /api/outages?service_area=<area>` — outages for an area. Each: `outage_id`, `service_area`, `active` (bool), `service_types` (array), `eta_hours`, `impact_score`, `started_at`.
- `GET /api/diagnostics/<ticket_id>` — pre-troubleshoot snapshot. Fields: `bandwidth_mbps`, `latency_ms`, `jitter_ms`, `root_causes` (array), `started_at`/`completed_at`.
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