rate-guard · deliverable

Text-based Storyboard — Rate Guard

Kit 02 · Rate Guard · deliverable · designed and built by I Wayan Usada · fictional company, customers and resellers

Design premise

The earlier storyboard planned four scenes ("Monday ticket flood", "the gap radar fires", "reseller onboarding call", "day-30 review") that were never built; the troubleshoot widget had no tickets, so nothing in the kit practised "search before you escalate". This revision describes what is built: one launch-week queue used by the 2D practice queue (03-troubleshoot-flow) and the 3D streams scene (3d), both reading tickets-data.js, plus the demo rehearsal in 04-inapp-tour.

The queue

#	Day	Stream	Ticket	KB	Route	Why it is in the queue
t1	Mon	Support	Charged more; the customer revised the quote on Tuesday	Billing scenarios or FAQ	by design, re-arm steps	the most common "bug" that is not one
t4	Mon	Sales	Prospect on Starter wants to see it tomorrow	FAQ or toggle article	plan gate, comparison	the CSA must not promise a switch-on
t7	Tue	Partner (DE)	Show Rate Guard status on white-label quotes?	none: log a gap	escalate to tier-2 with attachments	the gap loop starts here
t2	Tue	Support	Toggle missing on Growth; last login before the deploy	toggle article	stale cache, refresh	resolvable at tier-1
t5	Wed	Sales	Expired before the spike; customer insists on an exception	billing scenarios or FAQ	by design → Finance	exceptions are Finance's call
t8	Wed	Partner	Can we see your internal threshold?	FAQ	answered from the KB	partners self-serve when the answer exists
t3	Thu	Support	Armed, unedited, over threshold, no settlement	billing scenarios	escalate to engineering	critical: looks like by design, is a fault
t6	Thu	Sales	Greyed out on an entitled Enterprise workspace, flag off	toggle article	enable the flag	resolvable at tier-1
t9	Fri	Partner (NL)	Show "protected" on our own PDF?	the drafted article, if t7 was logged	answered from the KB	the payoff, or the repeat

Per ticket

Search the KB. Type words from the ticket; every word must match. Pick the article that answers it, or log a gap.
Route it. Answer the triage questions; back one step is allowed. In 3D the gates the route passes (72 h window, plan tier, flag / cache) light up.
Escalate properly. For escalations, attach the quote or workspace ID, a screenshot and one sentence of impact.
Feedback. Score /4 with the reason; needless escalations, missed escalations and repeats are named.

Debrief

Totals per audience (resolved at tier-1, escalated, leaks). Pass = 30 / 36, at most one needless escalation, no ticket closed that needed escalating. Run the week again.

Demo rehearsal (04)

Tour of the quote screen (send is gated until armed or an explicit bypass), then: send, and answer three customer questions (spike tomorrow, change pallet count, toll increase). Demo check /4; only 4 is "demo-safe".

3D streams

Packets wait in their audience's stream, float into the KB reservoir, the chosen article panel slides out of the shelf, gates light along the route, and the packet leaves to the tier-1 tray or up the escalation tower. Needless escalations and repeats grow a labelled leak puddle beside that stream; a logged gap turns the empty shelf frame into a drafted article. At the end each stream gets three bars: tier-1, escalated, leaks.

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