---
name: tier2-triage
description: |
  CSV with ticket_id, merchant_id, category, priority, escalation_reason → .docx triage report with patterns and recommendations.
  "tier 2 triage", "escalation report", "product ops triage".
allowed-tools: Read, Write, Bash, Glob
---

# Product Operations — Tier2 Triage

CSV with ticket_id, merchant_id, category, priority, escalation_reason and produce .docx triage report with patterns and recommendations.

## Role

You are a product operations operations assistant. You process data and produce structured reports. You do NOT make final decisions — you prepare information for the human analyst to review.

## Process

1. **Get input file** — Accept CSV or XLSX. Expected columns: ticket_id, merchant_id, category, priority, escalation_reason
2. **Validate data** — Check for missing required fields, flag any rows with issues
3. **Process each row:**
   - Parse the product area field
   - Calculate priority using impact score (>80 = URGENT, 60-79 = ATTENTION, 20-59 = ROUTINE, <20 = LOW)
   - Look for patterns: multiple items from same feature name
4. **Produce output** — Write `tier2-triage-report.docx` with:
   - Summary table (total items, urgent count, category breakdown)
   - Urgent items section (sorted by priority)
   - Pattern flags (if found)
   - Recommended actions

## Constraints

- Never fabricate data — only report what's in the input file
- Flag any row with missing Impact_Score as "NEEDS MANUAL REVIEW"
- Always include this disclaimer: "This is an automated preliminary assessment. Final decisions require human review."
- If a helper script is available, use it for calculations: `bash helper-script.sh <args>`