customer-escalation

Package an escalation for engineering, product, or leadership with full context. Use when a bug needs engineering attention beyond normal support, multiple customers report the same issue, a customer is threatening to churn, or an issue has sat unresolved past its SLA.

Quality

83%

Does it follow best practices?

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Securityby

Passed

No findings from the security scan

Quality

Content

75%Weight 40%Scale 1-5

Reviews the quality of instructions and guidance provided to agents. Good implementation is clear, handles edge cases, and produces reliable results.

The content is highly actionable with a concrete brief template and clear sequenced workflow. The main weakness is mild redundancy across the impact/severity sections that inflates length without adding guidance.

Suggestions

Collapse the duplicate severity shorthand and impact-dimension content so each appears in one canonical place (e.g., keep the Impact Dimensions table and Severity Shorthand, and have workflow step 3 reference them rather than restating them).

Add an explicit validation checkpoint in step 6, e.g. "Confirm every placeholder in the brief is filled before sending," to lift workflow clarity toward a feedback-loop model.

Consider moving the full Escalation Tiers reference into a separate references/ file and summarizing the tiers inline, to improve progressive disclosure and reduce SKILL.md length.

Dimension	Reasoning	Score
Conciseness	The body is mostly efficient with tight tables and lists, but severity shorthand and impact dimensions are restated across the workflow, the Severity Shorthand, and the Impact Dimensions sections, creating redundancy that could be tightened.	3 / 5
Actionability	A copy-paste-ready escalation brief template with exact field labels, concrete reproduction-step examples, and a specific follow-up cadence table gives fully executable, specific guidance covering common cases.	5 / 5
Workflow Clarity	A clear 7-step numbered workflow includes a validation gate ("confirm this warrants escalation") and a de-escalation feedback loop, but lacks an explicit verify-the-brief checkpoint before sending.	4 / 5
Progressive Disclosure	Content is well-organized into clear headed sections with one well-signaled one-level-deep reference (CONNECTORS.md); no bundle files exist so inlining is appropriate, though the full Escalation Tiers reference material is a candidate for a separate file.	4 / 5
	Total	16 / 20 Passed

Description

87%Weight 40%Scale 1-5

Based on the skill's description, can an agent find and select it at the right time? Clear, specific descriptions lead to better discovery.

The description is strong: it states a concrete action, names three escalation targets, and lists four explicit natural-language triggers. Voice is correctly third person and there is no fluff.

Dimension	Reasoning	Score
Specificity	"Package an escalation for engineering, product, or leadership with full context" names the domain, the core action, and three distinct targets, matching the anchor that lists several specific actions with minor gaps.	4 / 5
Completeness	It explicitly answers both what ("Package an escalation... with full context") and when via four concrete "Use when..." trigger phrases, matching the anchor for clearly answering both with concrete triggers.	5 / 5
Trigger Term Quality	Natural trigger phrases like "a customer is threatening to churn," "multiple customers report the same issue," and "past its SLA" give good keyword coverage with only a few natural variations missing.	4 / 5
Distinctiveness Conflict Risk	"customer-escalation" with triggers like churn, SLA breach, and multi-customer patterns carves a clear niche with minimal overlap risk against other skills.	5 / 5
	Total	18 / 20 Passed

Validation

87%

Warnings & errors only

Checks the skill against the spec for correct structure and formatting. All validation checks must pass before discovery and implementation can be scored.

Validation — 14 / 16 Passed

Validation for skill structure

Criteria	Description	Result
frontmatter_unknown_keys	Unknown frontmatter key(s) found; consider removing or moving to metadata	Warning
relative_links	Relative link issues: 1 suspicious	Warning

	Total	14 / 16 Passed

Repository: anthropics/knowledge-work-plugins
Path: customer-support/skills/customer-escalation/SKILL.md
Commit: 8444efc

Reviewed: 6 days ago

Table of Contents

Discovery Implementation Validation

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