# Customer Experience and Support - Skills and Agents Backlog

This document identifies specialized skills and agents (subagents) that could enhance the Customer Experience processes beyond general-purpose capabilities. These tools would provide domain-specific expertise, automation capabilities, and integration with specialized CX tooling.

---

## Table of Contents

1. [Overview](#overview)
2. [Skills Backlog](#skills-backlog)
3. [Agents Backlog](#agents-backlog)
4. [Process-to-Skill/Agent Mapping](#process-to-skillagent-mapping)
5. [Shared Candidates](#shared-candidates)
6. [Implementation Priority](#implementation-priority)

---

## Overview

### Current State
All 20 implemented processes in this specialization currently use the `general-purpose` agent for task execution. While functional, this approach lacks domain-specific optimizations that specialized skills and agents could provide.

### Implemented Processes
1. `customer-onboarding.js` - Customer onboarding orchestration
2. `customer-health-scoring.js` - Health score implementation and monitoring
3. `qbr-preparation.js` - Quarterly Business Review preparation
4. `churn-prevention.js` - Proactive churn prevention workflow
5. `ticket-triage-routing.js` - Intelligent ticket categorization and routing
6. `escalation-management.js` - Multi-tier escalation workflow
7. `sla-management.js` - SLA tracking and compliance monitoring
8. `fcr-optimization.js` - First Contact Resolution optimization
9. `nps-survey-program.js` - NPS survey deployment and analysis
10. `csat-collection.js` - CSAT feedback collection at touchpoints
11. `feedback-analysis-pipeline.js` - Multi-channel feedback aggregation
12. `closed-loop-feedback.js` - Systematic feedback follow-up
13. `knowledge-base-development.js` - Knowledge content creation workflow
14. `kcs-implementation.js` - Knowledge-Centered Service adoption
15. `self-service-optimization.js` - Self-service channel optimization
16. `itil-incident-management.js` - ITIL incident management workflow
17. `problem-management.js` - Root cause analysis and permanent fixes
18. `service-request-fulfillment.js` - Standard service request handling
19. `customer-journey-mapping.js` - Journey mapping workshop facilitation
20. `touchpoint-optimization.js` - Touchpoint analysis and improvement

### Goals
- Provide deep expertise in customer experience methodologies and frameworks
- Enable automated sentiment analysis and voice of customer processing
- Reduce context-switching overhead for CRM and support system interactions
- Improve quality of customer health predictions and churn forecasting
- Integrate with CX platforms (Salesforce, Zendesk, Gainsight, etc.)

---

## Skills Backlog

### SK-001: Sentiment Analysis Skill
**Slug**: `sentiment-analysis`
**Category**: Voice of Customer

**Description**: Advanced NLP-based sentiment analysis for customer feedback across all channels.

**Capabilities**:
- Analyze text for sentiment polarity (positive/negative/neutral)
- Detect emotion categories (frustration, satisfaction, confusion, urgency)
- Extract key phrases and topics from feedback
- Calculate sentiment trends over time
- Identify sentiment by customer segment
- Process multilingual feedback
- Generate sentiment dashboards and reports

**Process Integration**:
- feedback-analysis-pipeline.js
- nps-survey-program.js
- csat-collection.js
- closed-loop-feedback.js

**Dependencies**: NLP models, language detection

---

### SK-002: NPS/CSAT Analytics Skill
**Slug**: `cx-metrics-analytics`
**Category**: Voice of Customer

**Description**: Specialized analytics for Net Promoter Score and Customer Satisfaction metrics.

**Capabilities**:
- Calculate NPS scores with statistical significance
- Generate promoter/passive/detractor segmentation
- Analyze CSAT by touchpoint, product, and segment
- Correlate CX metrics with business outcomes
- Predict NPS/CSAT trends using historical data
- Generate benchmark comparisons
- Create driver analysis for score movements

**Process Integration**:
- nps-survey-program.js
- csat-collection.js
- customer-health-scoring.js
- touchpoint-optimization.js

**Dependencies**: Statistical libraries, benchmarking data

---

### SK-003: Customer Health Score Calculator Skill
**Slug**: `health-score-calculator`
**Category**: Customer Success

**Description**: Automated calculation and monitoring of customer health scores.

**Capabilities**:
- Calculate composite health scores from multiple signals
- Apply weighted scoring algorithms
- Detect score trend anomalies and alerts
- Generate risk stratification tiers
- Calculate leading indicators for churn
- Segment health by customer cohort
- Generate health score confidence intervals

**Process Integration**:
- customer-health-scoring.js
- churn-prevention.js
- qbr-preparation.js
- customer-onboarding.js

**Dependencies**: Analytics data sources, ML models

---

### SK-004: Churn Prediction Skill
**Slug**: `churn-prediction`
**Category**: Customer Success

**Description**: Machine learning-based churn risk prediction and early warning.

**Capabilities**:
- Calculate churn probability scores
- Identify churn risk factors and drivers
- Generate early warning alerts
- Predict time-to-churn windows
- Segment customers by churn risk tier
- Calculate save probability by intervention type
- Generate churn cohort analysis

**Process Integration**:
- churn-prevention.js
- customer-health-scoring.js
- qbr-preparation.js

**Dependencies**: ML models, historical churn data

---

### SK-005: Ticket Classification Skill
**Slug**: `ticket-classifier`
**Category**: Support Operations

**Description**: Intelligent ticket categorization and priority assignment.

**Capabilities**:
- Auto-categorize tickets by topic and issue type
- Assign priority based on urgency and impact
- Detect ticket sentiment and customer emotion
- Identify duplicate or related tickets
- Extract key entities (product, feature, error codes)
- Route to appropriate team/specialist
- Predict resolution complexity and time

**Process Integration**:
- ticket-triage-routing.js
- escalation-management.js
- itil-incident-management.js
- fcr-optimization.js

**Dependencies**: NLP models, ticket taxonomy

---

### SK-006: SLA Monitoring Skill
**Slug**: `sla-monitor`
**Category**: Support Operations

**Description**: Real-time SLA tracking, alerting, and compliance reporting.

**Capabilities**:
- Calculate SLA compliance percentages
- Generate breach prediction alerts
- Track response and resolution times
- Monitor queue depths and wait times
- Generate SLA violation root cause analysis
- Calculate penalty/credit implications
- Create SLA performance dashboards

**Process Integration**:
- sla-management.js
- ticket-triage-routing.js
- escalation-management.js
- itil-incident-management.js

**Dependencies**: Ticketing system APIs, alerting infrastructure

---

### SK-007: Knowledge Article Generator Skill
**Slug**: `kb-article-generator`
**Category**: Knowledge Management

**Description**: Generate and optimize knowledge base articles from various sources.

**Capabilities**:
- Generate KB articles from resolved tickets
- Create FAQ content from common questions
- Apply SEO optimization for self-service findability
- Generate article templates and structures
- Create troubleshooting decision trees
- Convert technical docs to customer-friendly content
- Generate article quality scores

**Process Integration**:
- knowledge-base-development.js
- kcs-implementation.js
- self-service-optimization.js
- fcr-optimization.js

**Dependencies**: NLG models, KB templates

---

### SK-008: Search Optimization Skill
**Slug**: `search-optimizer`
**Category**: Self-Service

**Description**: Optimize self-service search effectiveness and content discovery.

**Capabilities**:
- Analyze search queries and zero-result patterns
- Generate search synonym and keyword mappings
- Optimize content for search relevance
- Calculate search effectiveness metrics
- Identify content gaps from search analytics
- Generate search improvement recommendations
- Create search analytics dashboards

**Process Integration**:
- self-service-optimization.js
- knowledge-base-development.js
- kcs-implementation.js

**Dependencies**: Search platform APIs, analytics data

---

### SK-009: Journey Visualization Skill
**Slug**: `journey-visualizer`
**Category**: Customer Journey

**Description**: Generate customer journey maps and visualizations.

**Capabilities**:
- Create journey map visualizations (Mermaid, SVG)
- Generate emotion curves and experience graphs
- Visualize touchpoint effectiveness
- Create persona-specific journey views
- Generate pain point heat maps
- Build journey comparison views
- Export to multiple formats (Markdown, HTML, PDF)

**Process Integration**:
- customer-journey-mapping.js
- touchpoint-optimization.js
- customer-onboarding.js

**Dependencies**: Visualization libraries, export formats

---

### SK-010: CRM Integration Skill
**Slug**: `crm-integration`
**Category**: Integration

**Description**: Deep integration with CRM platforms for customer data and actions.

**Capabilities**:
- Query customer records and history
- Create and update accounts, contacts, opportunities
- Log activities and interactions
- Sync customer health data
- Generate CRM reports and dashboards
- Trigger CRM workflows and automations
- Support Salesforce, HubSpot, Dynamics

**Process Integration**:
- customer-onboarding.js
- customer-health-scoring.js
- qbr-preparation.js
- churn-prevention.js

**Dependencies**: CRM APIs (Salesforce, HubSpot, Dynamics)

---

### SK-011: Support Platform Integration Skill
**Slug**: `support-platform-integration`
**Category**: Integration

**Description**: Integration with support and ticketing platforms.

**Capabilities**:
- Create, update, and query tickets
- Manage ticket workflows and transitions
- Access customer conversation history
- Trigger automations and macros
- Generate support analytics reports
- Sync knowledge base content
- Support Zendesk, Freshdesk, ServiceNow

**Process Integration**:
- ticket-triage-routing.js
- escalation-management.js
- sla-management.js
- itil-incident-management.js

**Dependencies**: Support platform APIs

---

### SK-012: Customer Communication Skill
**Slug**: `customer-comms`
**Category**: Communication

**Description**: Generate personalized customer communications across channels.

**Capabilities**:
- Generate personalized email templates
- Create survey invitation content
- Generate NPS follow-up messages
- Create escalation notification templates
- Generate QBR presentation slides
- Create health score alert messages
- Support multi-channel delivery (email, in-app, SMS)

**Process Integration**:
- closed-loop-feedback.js
- nps-survey-program.js
- churn-prevention.js
- qbr-preparation.js

**Dependencies**: Email templates, personalization engine

---

### SK-013: Onboarding Progress Tracker Skill
**Slug**: `onboarding-tracker`
**Category**: Customer Success

**Description**: Track and optimize customer onboarding progress and milestones.

**Capabilities**:
- Track onboarding milestone completion
- Calculate time-to-value metrics
- Generate onboarding health scores
- Identify blockers and delays
- Generate intervention recommendations
- Calculate adoption velocity
- Create onboarding comparison benchmarks

**Process Integration**:
- customer-onboarding.js
- customer-health-scoring.js

**Dependencies**: Product analytics, milestone definitions

---

### SK-014: Escalation Workflow Skill
**Slug**: `escalation-workflow`
**Category**: Support Operations

**Description**: Automated escalation path determination and workflow execution.

**Capabilities**:
- Determine appropriate escalation level
- Generate escalation notifications
- Track escalation progress and aging
- Calculate escalation metrics
- Generate handoff documentation
- Monitor escalation SLAs
- Create de-escalation recommendations

**Process Integration**:
- escalation-management.js
- itil-incident-management.js
- ticket-triage-routing.js
- sla-management.js

**Dependencies**: Escalation rules engine, notification systems

---

### SK-015: Root Cause Analysis Skill
**Slug**: `rca-analysis`
**Category**: Service Management

**Description**: Structured root cause analysis for incidents and problems.

**Capabilities**:
- Apply 5-Whys analysis methodology
- Generate fishbone/Ishikawa diagrams
- Perform fault tree analysis
- Identify contributing factors
- Calculate root cause confidence
- Generate RCA documentation
- Track corrective action implementation

**Process Integration**:
- problem-management.js
- itil-incident-management.js
- closed-loop-feedback.js

**Dependencies**: RCA templates, analysis frameworks

---

### SK-016: Survey Design Skill
**Slug**: `survey-designer`
**Category**: Voice of Customer

**Description**: Design and optimize customer feedback surveys.

**Capabilities**:
- Generate NPS survey questions
- Create CSAT survey templates
- Design CES (Customer Effort Score) surveys
- Apply survey best practices
- Optimize question sequencing
- Calculate required sample sizes
- Generate A/B test survey variants

**Process Integration**:
- nps-survey-program.js
- csat-collection.js
- closed-loop-feedback.js
- customer-journey-mapping.js

**Dependencies**: Survey templates, statistical models

---

### SK-017: Deflection Rate Calculator Skill
**Slug**: `deflection-calculator`
**Category**: Self-Service

**Description**: Calculate and optimize support ticket deflection through self-service.

**Capabilities**:
- Calculate deflection rates by channel
- Identify high-deflection content
- Analyze deflection trends
- Calculate cost savings from deflection
- Generate deflection improvement recommendations
- Track deflection by topic and customer segment
- Create deflection dashboards

**Process Integration**:
- self-service-optimization.js
- knowledge-base-development.js
- fcr-optimization.js

**Dependencies**: Analytics data, cost models

---

### SK-018: QBR Presentation Generator Skill
**Slug**: `qbr-generator`
**Category**: Customer Success

**Description**: Generate Quarterly Business Review presentations and materials.

**Capabilities**:
- Generate QBR slide deck structure
- Pull metrics and KPIs automatically
- Create value realization summaries
- Generate adoption trend visualizations
- Build ROI calculations
- Create renewal/expansion recommendations
- Generate executive summary content

**Process Integration**:
- qbr-preparation.js
- customer-health-scoring.js

**Dependencies**: Presentation templates, metrics APIs

---

---

## Agents Backlog

### AG-001: Customer Success Manager Agent
**Slug**: `csm-agent`
**Category**: Customer Success

**Description**: Senior Customer Success Manager for strategic customer relationships and value delivery.

**Expertise Areas**:
- Customer relationship management
- Value realization and ROI demonstration
- Renewal and expansion strategy
- Executive stakeholder engagement
- Customer advocacy development
- Risk mitigation and churn prevention

**Persona**:
- Role: Senior Customer Success Manager
- Experience: 10+ years B2B customer success
- Background: Enterprise account management

**Process Integration**:
- customer-onboarding.js (all phases)
- qbr-preparation.js (all phases)
- churn-prevention.js (intervention strategy)
- customer-health-scoring.js (risk assessment)

---

### AG-002: Voice of Customer Analyst Agent
**Slug**: `voc-analyst`
**Category**: Voice of Customer

**Description**: Specialist in customer feedback analysis, NPS programs, and insight generation.

**Expertise Areas**:
- NPS/CSAT program design and analysis
- Feedback aggregation and synthesis
- Sentiment and theme extraction
- Driver analysis and prioritization
- Closed-loop feedback execution
- Customer research methodologies

**Persona**:
- Role: Voice of Customer Program Manager
- Experience: 8+ years CX research
- Background: Market research and CX consulting

**Process Integration**:
- nps-survey-program.js (all phases)
- csat-collection.js (all phases)
- feedback-analysis-pipeline.js (all phases)
- closed-loop-feedback.js (all phases)

---

### AG-003: Support Operations Manager Agent
**Slug**: `support-ops-manager`
**Category**: Support Operations

**Description**: Expert in support operations, efficiency optimization, and service quality.

**Expertise Areas**:
- Support workflow optimization
- SLA management and compliance
- Queue management and staffing
- First Contact Resolution improvement
- Escalation process design
- Support metrics and analytics

**Persona**:
- Role: Director of Support Operations
- Experience: 12+ years support leadership
- Background: Contact center management

**Process Integration**:
- ticket-triage-routing.js (all phases)
- escalation-management.js (all phases)
- sla-management.js (all phases)
- fcr-optimization.js (all phases)

---

### AG-004: Knowledge Management Expert Agent
**Slug**: `km-expert`
**Category**: Knowledge Management

**Description**: Specialist in knowledge management, KCS methodology, and content strategy.

**Expertise Areas**:
- Knowledge-Centered Service (KCS) methodology
- Knowledge base architecture and taxonomy
- Content creation and optimization
- Search effectiveness optimization
- Self-service strategy
- Knowledge governance and quality

**Persona**:
- Role: Knowledge Management Director
- Experience: 10+ years KM leadership
- Background: KCS certified practitioner

**Process Integration**:
- knowledge-base-development.js (all phases)
- kcs-implementation.js (all phases)
- self-service-optimization.js (all phases)
- fcr-optimization.js (knowledge access)

---

### AG-005: ITIL Service Manager Agent
**Slug**: `itil-service-manager`
**Category**: Service Management

**Description**: Expert in ITIL practices for incident, problem, and change management.

**Expertise Areas**:
- ITIL 4 framework and practices
- Incident management and response
- Problem management and RCA
- Service request fulfillment
- Service level management
- Continual service improvement

**Persona**:
- Role: IT Service Manager
- Experience: 10+ years ITSM
- Background: ITIL 4 Expert certified

**Process Integration**:
- itil-incident-management.js (all phases)
- problem-management.js (all phases)
- service-request-fulfillment.js (all phases)
- sla-management.js (ITIL alignment)

---

### AG-006: Customer Journey Architect Agent
**Slug**: `journey-architect`
**Category**: Customer Journey

**Description**: Expert in customer journey design, mapping, and optimization.

**Expertise Areas**:
- Journey mapping methodologies
- Touchpoint design and optimization
- Pain point identification and resolution
- Moment of truth identification
- Experience design principles
- Journey analytics and measurement

**Persona**:
- Role: Director of Customer Experience
- Experience: 12+ years CX design
- Background: Service design and UX

**Process Integration**:
- customer-journey-mapping.js (all phases)
- touchpoint-optimization.js (all phases)
- customer-onboarding.js (journey design)

---

### AG-007: Churn Prevention Specialist Agent
**Slug**: `churn-specialist`
**Category**: Customer Success

**Description**: Expert in churn prediction, risk mitigation, and save strategies.

**Expertise Areas**:
- Churn prediction and analytics
- Risk identification and scoring
- Save playbook development
- Intervention timing optimization
- Win-back campaign design
- Retention metric analysis

**Persona**:
- Role: Director of Customer Retention
- Experience: 10+ years retention focus
- Background: SaaS retention analytics

**Process Integration**:
- churn-prevention.js (all phases)
- customer-health-scoring.js (risk indicators)
- closed-loop-feedback.js (detractor recovery)

---

### AG-008: Onboarding Specialist Agent
**Slug**: `onboarding-specialist`
**Category**: Customer Success

**Description**: Expert in customer onboarding, implementation, and time-to-value acceleration.

**Expertise Areas**:
- Onboarding program design
- Implementation methodology
- Adoption acceleration strategies
- Time-to-value optimization
- Training and enablement
- Success milestone definition

**Persona**:
- Role: Head of Customer Onboarding
- Experience: 8+ years implementation
- Background: Professional services leadership

**Process Integration**:
- customer-onboarding.js (all phases)
- customer-health-scoring.js (onboarding health)

---

### AG-009: CX Metrics Analyst Agent
**Slug**: `cx-metrics-analyst`
**Category**: Analytics

**Description**: Expert in customer experience metrics, analytics, and reporting.

**Expertise Areas**:
- NPS/CSAT/CES analysis
- Customer health analytics
- Support metrics and KPIs
- Journey analytics
- Benchmarking and trending
- Executive reporting

**Persona**:
- Role: Customer Analytics Manager
- Experience: 8+ years CX analytics
- Background: Data science and CX

**Process Integration**:
- nps-survey-program.js (analysis phases)
- csat-collection.js (analysis phases)
- customer-health-scoring.js (metrics definition)
- touchpoint-optimization.js (analytics)

---

### AG-010: Support Escalation Coordinator Agent
**Slug**: `escalation-coordinator`
**Category**: Support Operations

**Description**: Expert in complex issue escalation, cross-functional coordination, and customer advocacy.

**Expertise Areas**:
- Escalation management and triage
- Cross-functional issue coordination
- Customer advocacy during crises
- Executive communication
- Issue resolution tracking
- Post-escalation analysis

**Persona**:
- Role: Escalation Manager
- Experience: 8+ years support escalation
- Background: Technical support leadership

**Process Integration**:
- escalation-management.js (all phases)
- itil-incident-management.js (escalation phases)
- churn-prevention.js (critical escalations)

---

### AG-011: Self-Service Optimization Agent
**Slug**: `self-service-optimizer`
**Category**: Self-Service

**Description**: Expert in self-service strategy, deflection optimization, and digital experience.

**Expertise Areas**:
- Self-service strategy and design
- Deflection rate optimization
- Search and findability improvement
- Chatbot and automation design
- Content gap analysis
- User experience optimization

**Persona**:
- Role: Director of Digital Support
- Experience: 10+ years digital CX
- Background: Digital transformation

**Process Integration**:
- self-service-optimization.js (all phases)
- knowledge-base-development.js (content strategy)
- fcr-optimization.js (self-service FCR)

---

### AG-012: Problem Management Analyst Agent
**Slug**: `problem-analyst`
**Category**: Service Management

**Description**: Expert in root cause analysis, problem investigation, and permanent fix implementation.

**Expertise Areas**:
- Root cause analysis methodologies
- Problem investigation techniques
- Known error management
- Workaround documentation
- Permanent fix coordination
- Trend analysis and prevention

**Persona**:
- Role: Problem Manager
- Experience: 10+ years problem management
- Background: ITIL and Six Sigma

**Process Integration**:
- problem-management.js (all phases)
- itil-incident-management.js (problem linkage)
- knowledge-base-development.js (known errors)

---

### AG-013: Customer Advisory Board Manager Agent
**Slug**: `cab-manager`
**Category**: Customer Success

**Description**: Expert in customer advisory board management and strategic customer engagement.

**Expertise Areas**:
- CAB program design and execution
- Executive customer relationships
- Strategic feedback facilitation
- Co-creation workshops
- Customer community building
- Advocacy program management

**Persona**:
- Role: Customer Advisory Board Program Manager
- Experience: 8+ years customer programs
- Background: Customer marketing and engagement

**Process Integration**:
- customer-journey-mapping.js (customer input)
- nps-survey-program.js (promoter engagement)
- qbr-preparation.js (strategic customers)

---

### AG-014: Feedback Response Specialist Agent
**Slug**: `feedback-responder`
**Category**: Voice of Customer

**Description**: Expert in closed-loop feedback response and customer recovery.

**Expertise Areas**:
- Detractor recovery strategies
- Personalized response composition
- Service recovery protocols
- Follow-up timing optimization
- Resolution tracking
- Customer sentiment management

**Persona**:
- Role: Customer Recovery Specialist
- Experience: 6+ years customer recovery
- Background: Customer service excellence

**Process Integration**:
- closed-loop-feedback.js (all phases)
- nps-survey-program.js (response phases)
- churn-prevention.js (detractor recovery)

---

---

## Process-to-Skill/Agent Mapping

| Process File | Primary Skills | Primary Agents |
|-------------|---------------|----------------|
| customer-onboarding.js | SK-003, SK-010, SK-013 | AG-008, AG-001 |
| customer-health-scoring.js | SK-003, SK-004, SK-010 | AG-001, AG-009 |
| qbr-preparation.js | SK-018, SK-010 | AG-001, AG-009 |
| churn-prevention.js | SK-003, SK-004, SK-010 | AG-007, AG-001 |
| ticket-triage-routing.js | SK-005, SK-006, SK-011 | AG-003, AG-010 |
| escalation-management.js | SK-005, SK-006, SK-014 | AG-010, AG-003 |
| sla-management.js | SK-006, SK-011 | AG-003, AG-005 |
| fcr-optimization.js | SK-005, SK-007, SK-017 | AG-003, AG-004 |
| nps-survey-program.js | SK-001, SK-002, SK-016 | AG-002, AG-009 |
| csat-collection.js | SK-001, SK-002, SK-016 | AG-002, AG-009 |
| feedback-analysis-pipeline.js | SK-001, SK-002 | AG-002, AG-009 |
| closed-loop-feedback.js | SK-001, SK-012 | AG-014, AG-002 |
| knowledge-base-development.js | SK-007, SK-008 | AG-004, AG-011 |
| kcs-implementation.js | SK-007, SK-008 | AG-004 |
| self-service-optimization.js | SK-008, SK-017 | AG-011, AG-004 |
| itil-incident-management.js | SK-005, SK-006, SK-015 | AG-005, AG-010 |
| problem-management.js | SK-015, SK-007 | AG-012, AG-005 |
| service-request-fulfillment.js | SK-005, SK-011 | AG-005, AG-003 |
| customer-journey-mapping.js | SK-009, SK-001 | AG-006 |
| touchpoint-optimization.js | SK-002, SK-009, SK-001 | AG-006, AG-009 |

---

## Shared Candidates

These skills and agents are strong candidates for extraction to a shared library as they apply across multiple specializations.

### Shared Skills

| ID | Skill | Potential Shared Specializations |
|----|-------|----------------------------------|
| SK-001 | Sentiment Analysis | Product Management, UX/UI Design, Social Media |
| SK-002 | NPS/CSAT Analytics | Product Management, Marketing |
| SK-005 | Ticket Classification | DevOps/SRE, IT Operations |
| SK-007 | Knowledge Article Generator | Technical Documentation |
| SK-009 | Journey Visualization | UX/UI Design, Product Management |
| SK-010 | CRM Integration | Sales Operations, Marketing |
| SK-011 | Support Platform Integration | DevOps/SRE, IT Operations |
| SK-015 | Root Cause Analysis | DevOps/SRE, QA Testing, Software Architecture |
| SK-016 | Survey Design | Product Management, UX/UI Design |

### Shared Agents

| ID | Agent | Potential Shared Specializations |
|----|-------|----------------------------------|
| AG-002 | Voice of Customer Analyst | Product Management, Marketing |
| AG-005 | ITIL Service Manager | DevOps/SRE, IT Operations |
| AG-006 | Customer Journey Architect | UX/UI Design, Product Management |
| AG-009 | CX Metrics Analyst | Product Management, Data Analytics |
| AG-012 | Problem Management Analyst | DevOps/SRE, Software Architecture |

---

## Implementation Priority

### Phase 1: Critical Skills (High Impact)
1. **SK-001**: Sentiment Analysis - Foundation for all VOC processes
2. **SK-003**: Customer Health Score Calculator - Core customer success need
3. **SK-005**: Ticket Classification - High-frequency support operation
4. **SK-006**: SLA Monitoring - Essential compliance requirement

### Phase 2: Critical Agents (High Impact)
1. **AG-003**: Support Operations Manager - Highest process coverage for support
2. **AG-002**: Voice of Customer Analyst - Cross-cutting VOC need
3. **AG-001**: Customer Success Manager - Foundation for CS processes

### Phase 3: Voice of Customer Enhancement
1. **SK-002**: NPS/CSAT Analytics
2. **SK-016**: Survey Design
3. **SK-012**: Customer Communication
4. **AG-009**: CX Metrics Analyst
5. **AG-014**: Feedback Response Specialist

### Phase 4: Knowledge & Self-Service
1. **SK-007**: Knowledge Article Generator
2. **SK-008**: Search Optimization
3. **SK-017**: Deflection Rate Calculator
4. **AG-004**: Knowledge Management Expert
5. **AG-011**: Self-Service Optimization Agent

### Phase 5: Customer Success & Journey
1. **SK-004**: Churn Prediction
2. **SK-009**: Journey Visualization
3. **SK-018**: QBR Presentation Generator
4. **AG-006**: Customer Journey Architect
5. **AG-007**: Churn Prevention Specialist
6. **AG-008**: Onboarding Specialist

### Phase 6: Service Management & Integration
1. **SK-010**: CRM Integration
2. **SK-011**: Support Platform Integration
3. **SK-014**: Escalation Workflow
4. **SK-015**: Root Cause Analysis
5. **AG-005**: ITIL Service Manager
6. **AG-010**: Support Escalation Coordinator
7. **AG-012**: Problem Management Analyst

---

## Summary Statistics

| Category | Count |
|----------|-------|
| Skills Identified | 18 |
| Agents Identified | 14 |
| Shared Skill Candidates | 9 |
| Shared Agent Candidates | 5 |
| Total Processes Covered | 20 |

---

**Created**: 2026-01-24
**Version**: 1.0.0
**Status**: Phase 4 - Skills and Agents Identified
**Next Step**: Phase 5 - Implement specialized skills and agents
