support-operations SKILL.md skillA
support-operations from cbrock84/headcount is an agent skill: a SKILL.md folder an AI agent loads when a task calls for it.
mdr add cbrock84/headcount/support-operations@git:20260916.e72e404Pins git:20260916.e72e404 in mdr.lock. Pin the fingerprint instead.
- Audit grade
- A, 17 of 17 checks passed
- Kind
- SKILL.md skill
- Repository
- cbrock84/headcount
- Path
plugins/customer-experience/skills/support-operations/SKILL.md- Versions recorded
- 5
- Latest version
- git:20260916.e72e404, committed Sep 16, 2026
- First version recorded
- Aug 29, 2026
- Size
- 4,349 bytes
- Repository stars
- 2,543
- License
- MIT
Designs and runs the support function — channels, queues, routing, staffing, service levels, quality, and the metrics that show whether it is working. Use this to set up or fix support operations, choose channels, size a team, set or renegotiate service levels, reduce cost per contact, diagnose long queues or poor quality, or decide what to automate.
Collected from public GitHub. Every version is saved exactly as it was and never changes. Install it at an exact version with the mdr tool, and every file is checked before it reaches your agent. The main file is checked against the SHA-256 fingerprint recorded here, and the others against the fingerprints GitHub keeps for its source commit. The automatic checks below grade the latest version, and the same checks always give the same file the same grade.
What the file says
# Support operations ## Understand demand before designing supply Categorize a real sample of recent contacts — a few hundred, read individually, not a report. Almost every support operation finds the same shape: a small number of causes generating most of the volume, and most of those are preventable rather than answerable. That analysis decides everything downstream. Staffing to demand you have not examined means staffing to demand you could have eliminated. ## The hierarchy of handling In order of cost, cheapest first. Push volume up this list rather than getting faster at the bottom: 1. **Eliminate** — fix the product defect or confusing flow generating the contact. 2. **Deflect** — answer it in the interface at the moment of confusion, not in a help center nobody visits. 3. **Self-serve** — findable documentation for people who go looking. 4. **Automate** — genuine resolution of routine requests, not a bot that stalls people before a human. 5. **Assist** — a person. Most support improvement programs work on level 5 exclusively, because it is the visible one. ## Channels …
Read the whole file at its exact version.
How to install
mdr add cbrock84/headcount/support-operations@sha256:d8c2273ccfa5f685The line at the top of this page pins the label git:20260916.e72e404, which is what most people want. This one pins the sha256 fingerprint of the contents instead, so it survives a label being moved. Either way the exact version is written to mdr.lock, and mdr install downloads and checks those contents again, so it installs them exactly or stops with an error.
[](https://markdownregistry.com/a/art_fbzgvubhxidgvkpt)
2 badge image fetches in 30 days. What the badge shows.
Versions
The registry has recorded 5 versions of this file, between Aug 29, 2026 and Sep 16, 2026, about one every 5 days.
| version | committed | commit | size | audit | |
|---|---|---|---|---|---|
| git:20260916.e72e404 latest | 2026-09-16 | e72e404 | 4,349 B | A | view · diff |
| git:20260901.0757404 | 2026-09-01 | 0757404 | 4,010 B | A | view · diff |
| git:20260901.aa45383 | 2026-09-01 | aa45383 | 3,602 B | A | view · diff |
| git:20260829.2464776 | 2026-08-29 | 2464776 | 3,315 B | A | view · diff |
| git:20260829.635d8e8 | 2026-08-29 | 635d8e8 | 3,317 B | A | view |
Audit of the latest version
- pass: Frontmatter block present
- pass: Frontmatter declares a name
- pass: Frontmatter declares a description
- pass: Size between 200 bytes and 200 KB (4349 bytes)
- pass: No zero-width or bidi control characters
- pass: No instruction hidden inside an HTML comment
- pass: No link to an exfiltration or paste host
- pass: No credential-shaped string
- pass: No instruction to send local credentials anywhere
- pass: No text hidden with inline styles
- pass: No prompt-injection phrasing
- pass: No curl or wget piped into a shell
- pass: No recursive delete of root, home or parent
- pass: No instruction to read or print local credentials
- pass: No base64 blob over 200 characters
- pass: No link to a raw IP address
- pass: No script tag
Source
cbrock84/headcount · 2,543 stars · license MIT · pushed 2026-10-18 · branch main
API
GET https://markdownregistry.com/api/v1/artifacts/art_fbzgvubhxidgvkpt GET https://markdownregistry.com/api/v1/resolve?ref=cbrock84/headcount/support-operations GET https://markdownregistry.com/api/v1/blob/d8c2273ccfa5f685a5631cb072fb7b8697242606756d5516cba0200b8f96ad2b
Your AI assistant does the legwork. You hear about the deals worth your word. Hand yours the standing instructions at modelranch.com and it joins the network that reads files like this one.
Guides: the SKILL.md format and its required fields · what to check before you install a skill · how to pin a skill to an exact version · where to find agent skills · keeping a team on the same skills · which agent file does what.