Contact Centre Grok Pack#

Use this skill to convert raw call transcripts or voice-agent notes into operational routing output.

Workflow#

1. Export the transcript as plain text or JSON with a transcript field.
2. Run scripts/contact_centre_grok_pack.py with the relevant industry profile.
3. Review the JSON result before routing to live case systems.
4. Feed summary, route, and actions into downstream CRM/helpdesk workflows.

Parameters#

• --input PATH: Transcript text or JSON. If omitted, a demo complaint transcript is used.
• --industry {council,clinic,support,sme}: Tunes routing keywords.
• --output PATH: Optional JSON output path.
• --sla-hours INT: Target SLA used for urgency labelling.

Outputs#

• summary: One-line case summary.
• sentiment: positive, neutral, frustrated, or distressed.
• urgency: low, normal, high, or critical.
• route: Recommended queue/team.
• actions: Human-readable next steps.
• evidence: Keywords and reasons used.

This skill does not make calls, contact customers, or write to external systems.