Skills Compliance
Case timelines
Someone needs to decide something — a goodwill credit, a complaint response, whether an agent misinformed a customer — and the facts are spread across several tickets, two channels, a phone call, and a third-party thread. The deliverable is a timeline someone can act on and, if it comes to it, defend.
npx rulebase-skills install cx-case-timelineWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “build a timeline for this customer”
- “what happened on this case”
- “summarize the back-and-forth before I decide”
- “when were they first told”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Step 1: anchor on the customer, not the ticket
Start from the ticket you were given, then widen. The case includes: Internal-only threads.
Step 2: order by event time, not by record time
The single most common defect in a reconstructed timeline is wrong ordering, and it comes from sorting on the wrong timestamp.
Step 3: separate three different things
Keep these in separate columns. Collapsing them is how a timeline becomes an argument rather than a record.
Step 4: attribute every turn correctly
Do not trust a single author-type field in either direction; validate against the message content on a sample before building attribution on it.
Step 5: mark the gaps explicitly
A timeline with an unmarked gap is worse than no timeline, because the reader assumes completeness and decides on it.
Template
Conversations in scope: #<id> (email), #<id> (chat), #<id> (voice), #<id> (internal) Identifiers searched: <account id, email, phone, company> Not retrievable: #<id> (<reason>)
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
