blobfish-domainbench-24 / worlds /servicebench-375 /assets /cs_escalate_sla_breach /live-snapshot.json
| { | |
| "captured": "2026-08-29T09:00:00Z", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "tables": { | |
| "escalations": [ | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "escalation_id": 9401, | |
| "reason": "customer_request", | |
| "status": "closed", | |
| "ticket_id": 9203, | |
| "tier": "tier2" | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "escalation_id": 1, | |
| "reason": "Verified and approved", | |
| "status": "on_hold", | |
| "ticket_id": 4, | |
| "tier": "tier2" | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "escalation_id": 2, | |
| "reason": "Routine escalation entry", | |
| "status": "closed", | |
| "ticket_id": 7, | |
| "tier": "tier2" | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "escalation_id": 3, | |
| "reason": "Follow-up required", | |
| "status": "open", | |
| "ticket_id": 6, | |
| "tier": "tier2" | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "escalation_id": 4, | |
| "reason": "Follow-up required", | |
| "status": "closed", | |
| "ticket_id": 12, | |
| "tier": "tier2" | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "escalation_id": 5, | |
| "reason": "Escalated for attention", | |
| "status": "open", | |
| "ticket_id": 11, | |
| "tier": "tier2" | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "escalation_id": 6, | |
| "reason": "Follow-up required", | |
| "status": "closed", | |
| "ticket_id": 2, | |
| "tier": "tier2" | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "escalation_id": 7, | |
| "reason": "Follow-up required", | |
| "status": "on_hold", | |
| "ticket_id": 10, | |
| "tier": "tier2" | |
| } | |
| ], | |
| "kb_articles": [ | |
| { | |
| "article_id": 9501, | |
| "body": "Power-cycle then re-pair.", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "related_ticket_id": 9201, | |
| "status": "published", | |
| "title": "Recovering an offline fleet controller" | |
| }, | |
| { | |
| "article_id": 9502, | |
| "body": "Power-cycle then re-pair.", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "related_ticket_id": 9201, | |
| "status": "draft", | |
| "title": "Recovering an offline fleet controller" | |
| }, | |
| { | |
| "article_id": 1, | |
| "body": "{\"checksum\": \"8a09158b\", \"received_via\": \"webhook\", \"record_type\": \"kb_article\", \"reference\": \"KA-000001\", \"source\": \"web_portal\", \"version\": 1}", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "related_ticket_id": 10, | |
| "status": "final", | |
| "title": "Quarterly Partner Kb Article" | |
| }, | |
| { | |
| "article_id": 2, | |
| "body": "{\"checksum\": \"2fd4ab60\", \"received_via\": \"manual_entry\", \"record_type\": \"kb_article\", \"reference\": \"KA-000002\", \"source\": \"erp_sync\", \"version\": 1}", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "related_ticket_id": 4, | |
| "status": "final", | |
| "title": "Quarterly Domestic Kb Article" | |
| }, | |
| { | |
| "article_id": 3, | |
| "body": "{\"checksum\": \"3a0947b3\", \"received_via\": \"csv_import\", \"record_type\": \"kb_article\", \"reference\": \"KA-000003\", \"source\": \"cyberbiz\", \"version\": 1}", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "related_ticket_id": 10, | |
| "status": "submitted", | |
| "title": "Consolidated Internal Kb Article" | |
| }, | |
| { | |
| "article_id": 4, | |
| "body": "{\"checksum\": \"f4266090\", \"received_via\": \"api\", \"record_type\": \"kb_article\", \"reference\": \"KA-000004\", \"source\": \"shopee\", \"version\": 3}", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "related_ticket_id": 5, | |
| "status": "final", | |
| "title": "Priority Partner Kb Article" | |
| }, | |
| { | |
| "article_id": 5, | |
| "body": "{\"checksum\": \"01d3ade5\", \"received_via\": \"api\", \"record_type\": \"kb_article\", \"reference\": \"KA-000005\", \"source\": \"edi_gateway\", \"version\": 3}", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "related_ticket_id": 4, | |
| "status": "approved", | |
| "title": "Quarterly Domestic Kb Article" | |
| }, | |
| { | |
| "article_id": 6, | |
| "body": "{\"checksum\": \"fd263100\", \"received_via\": \"manual_entry\", \"record_type\": \"kb_article\", \"reference\": \"KA-000006\", \"source\": \"momo\", \"version\": 1}", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "related_ticket_id": 7, | |
| "status": "submitted", | |
| "title": "Quarterly Retail Kb Article" | |
| } | |
| ], | |
| "sla_policies": [ | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "first_response_minutes": 30, | |
| "name": "Enterprise SLA", | |
| "plan": "enterprise", | |
| "policy_id": 9101, | |
| "resolve_minutes": 240 | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "first_response_minutes": 120, | |
| "name": "Standard SLA", | |
| "plan": "standard", | |
| "policy_id": 9102, | |
| "resolve_minutes": 960 | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "first_response_minutes": 60, | |
| "name": "Consolidated Partner Sla Policy", | |
| "plan": "Standard Plan C97", | |
| "policy_id": 1, | |
| "resolve_minutes": 480 | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "first_response_minutes": 60, | |
| "name": "Annual Export Sla Policy", | |
| "plan": "Standard Plan E36", | |
| "policy_id": 2, | |
| "resolve_minutes": 480 | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "first_response_minutes": 60, | |
| "name": "Annual Domestic Sla Policy", | |
| "plan": "Regional Plan B69", | |
| "policy_id": 3, | |
| "resolve_minutes": 480 | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "first_response_minutes": 60, | |
| "name": "Priority Regional Sla Policy", | |
| "plan": "Preferred Plan E64", | |
| "policy_id": 4, | |
| "resolve_minutes": 480 | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "first_response_minutes": 60, | |
| "name": "Recurring Partner Sla Policy", | |
| "plan": "Consolidated Plan C87", | |
| "policy_id": 5, | |
| "resolve_minutes": 480 | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "first_response_minutes": 60, | |
| "name": "Consolidated Partner Sla Policy", | |
| "plan": "Primary Plan F40", | |
| "policy_id": 6, | |
| "resolve_minutes": 480 | |
| } | |
| ], | |
| "support_customers": [ | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "customer_id": 9001, | |
| "name": "Bluepeak Robotics", | |
| "plan": "enterprise", | |
| "region": "EMEA" | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "customer_id": 9002, | |
| "name": "Bluepeak Robotics", | |
| "plan": "standard", | |
| "region": "APAC" | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "customer_id": 9003, | |
| "name": "Corvus Analytics", | |
| "plan": "standard", | |
| "region": "NA" | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "customer_id": 1, | |
| "name": "Wilson Northern Holdings", | |
| "plan": "standard", | |
| "region": "Regional Region A73" | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "customer_id": 2, | |
| "name": "White Solutions", | |
| "plan": "standard", | |
| "region": "Primary Region E37" | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "customer_id": 3, | |
| "name": "Ramirez Pacific Partners", | |
| "plan": "standard", | |
| "region": "Consolidated Region C94" | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "customer_id": 4, | |
| "name": "Miller Corp", | |
| "plan": "standard", | |
| "region": "Preferred Region C88" | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "customer_id": 5, | |
| "name": "Lopez Pacific Corp", | |
| "plan": "standard", | |
| "region": "Standard Region F24" | |
| } | |
| ], | |
| "ticket_messages": [ | |
| { | |
| "author": "customer", | |
| "body": "Our whole fleet dropped offline.", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "channel": "email", | |
| "message_id": 9301, | |
| "sent_minute": 100, | |
| "ticket_id": 9201 | |
| }, | |
| { | |
| "author": "agent", | |
| "body": "Patch deployed, please confirm.", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "channel": "email", | |
| "message_id": 9302, | |
| "sent_minute": 190, | |
| "ticket_id": 9202 | |
| }, | |
| { | |
| "author": "Regional Author C26", | |
| "body": "{\"checksum\": \"9f0eefc0\", \"received_via\": \"api\", \"record_type\": \"ticket_message\", \"reference\": \"TM-000001\", \"source\": \"erp_sync\", \"version\": 3}", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "channel": "email", | |
| "message_id": 1, | |
| "sent_minute": 0, | |
| "ticket_id": 2 | |
| }, | |
| { | |
| "author": "Standard Author F18", | |
| "body": "{\"checksum\": \"a9890112\", \"received_via\": \"api\", \"record_type\": \"ticket_message\", \"reference\": \"TM-000002\", \"source\": \"shopee\", \"version\": 4}", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "channel": "email", | |
| "message_id": 2, | |
| "sent_minute": 0, | |
| "ticket_id": 8 | |
| }, | |
| { | |
| "author": "Consolidated Author E81", | |
| "body": "{\"checksum\": \"d996e4da\", \"received_via\": \"webhook\", \"record_type\": \"ticket_message\", \"reference\": \"TM-000003\", \"source\": \"cyberbiz\", \"version\": 2}", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "channel": "email", | |
| "message_id": 3, | |
| "sent_minute": 0, | |
| "ticket_id": 2 | |
| }, | |
| { | |
| "author": "Secondary Author B95", | |
| "body": "{\"checksum\": \"a12182cf\", \"received_via\": \"webhook\", \"record_type\": \"ticket_message\", \"reference\": \"TM-000004\", \"source\": \"cyberbiz\", \"version\": 4}", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "channel": "email", | |
| "message_id": 4, | |
| "sent_minute": 0, | |
| "ticket_id": 1 | |
| }, | |
| { | |
| "author": "Standard Author B91", | |
| "body": "{\"checksum\": \"5a66b808\", \"received_via\": \"csv_import\", \"record_type\": \"ticket_message\", \"reference\": \"TM-000005\", \"source\": \"shopee\", \"version\": 3}", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "channel": "email", | |
| "message_id": 5, | |
| "sent_minute": 0, | |
| "ticket_id": 10 | |
| }, | |
| { | |
| "author": "Secondary Author E88", | |
| "body": "{\"checksum\": \"bcb92175\", \"received_via\": \"webhook\", \"record_type\": \"ticket_message\", \"reference\": \"TM-000006\", \"source\": \"web_portal\", \"version\": 2}", | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "channel": "email", | |
| "message_id": 6, | |
| "sent_minute": 0, | |
| "ticket_id": 11 | |
| } | |
| ], | |
| "tickets": [ | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "customer_id": 9001, | |
| "first_response_minute": null, | |
| "opened_minute": 100, | |
| "priority": "normal", | |
| "resolved_minute": null, | |
| "status": "open", | |
| "subject": "Fleet controller offline", | |
| "ticket_id": 9201 | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "customer_id": 9003, | |
| "first_response_minute": 75, | |
| "opened_minute": 60, | |
| "priority": "normal", | |
| "resolved_minute": 200, | |
| "status": "open", | |
| "subject": "Export job fails", | |
| "ticket_id": 9202 | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "customer_id": 9002, | |
| "first_response_minute": 165, | |
| "opened_minute": 150, | |
| "priority": "low", | |
| "resolved_minute": null, | |
| "status": "open", | |
| "subject": "Password reset loop", | |
| "ticket_id": 9203 | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "customer_id": 5, | |
| "first_response_minute": 47, | |
| "opened_minute": 0, | |
| "priority": "normal", | |
| "resolved_minute": 13, | |
| "status": "on_hold", | |
| "subject": "Preferred Subject F21", | |
| "ticket_id": 1 | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "customer_id": 5, | |
| "first_response_minute": 84, | |
| "opened_minute": 0, | |
| "priority": "normal", | |
| "resolved_minute": 96, | |
| "status": "open", | |
| "subject": "Preferred Subject B96", | |
| "ticket_id": 2 | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "customer_id": 1, | |
| "first_response_minute": 64, | |
| "opened_minute": 0, | |
| "priority": "normal", | |
| "resolved_minute": 3, | |
| "status": "escalated", | |
| "subject": "Backup Subject C88", | |
| "ticket_id": 3 | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "customer_id": 8, | |
| "first_response_minute": 66, | |
| "opened_minute": 0, | |
| "priority": "normal", | |
| "resolved_minute": 57, | |
| "status": "resolved", | |
| "subject": "Regional Subject C70", | |
| "ticket_id": 4 | |
| }, | |
| { | |
| "case_id": "DB24-SERVICEBENCH-375-CS_ESCALATE_SLA_BREACH", | |
| "customer_id": 6, | |
| "first_response_minute": 3, | |
| "opened_minute": 0, | |
| "priority": "normal", | |
| "resolved_minute": 66, | |
| "status": "on_hold", | |
| "subject": "Regional Subject E74", | |
| "ticket_id": 5 | |
| } | |
| ] | |
| } | |
| } | |