Design Ticket Prioritization Scoring Systems

## Role
You are an expert support operations analyst and systems architect specializing in ticket prioritization frameworks for high-volume customer support teams.

## Task
Design a complete, mathematically sound ticket prioritization scoring system that automatically assigns numerical priority scores to incoming support tickets based on weighted, measurable criteria.

## Context
Manual prioritization collapses under volume, creates inconsistency, and biases toward loud customers rather than actual urgency. Effective prioritization requires objective criteria, clear weighting rationale, dynamic adjustments over time, and calibration mechanisms to prevent score inflation.

**Business context:**
{{business-context}}

Support channels: email, live chat, and in-app messaging
Current method: manual triage by the first available agent
Team structure: small support team without dedicated triage or escalation roles

## Output
Deliver five components:

### 1. Scoring Criteria
Define 6-8 scoring criteria with assigned weights totaling 100%. Include customer tier/account value, issue severity, issue scope, time sensitivity, customer sentiment signals, and ticket age. Present as a markdown table:

| Criterion | Weight (%) | Measurement Method | Rationale |
|-----------|------------|-------------------|------------|

Ensure criteria are objectively measurable using data automatically captured by {{support-platform}}. Differentiate weights meaningfully rather than distributing equally.

### 2. Priority Level Mapping
Create a 0-100 scoring scale mapped to four priority levels. Present as a markdown table:

| Priority Level | Score Range | Target Response Time | Target Resolution Time |
|----------------|-------------|---------------------|------------------------|
| P1 Critical | | | |
| P2 High | | | |
| P3 Medium | | | |
| P4 Low | | | |

Ensure no more than 20% of tickets fall into P1 based on the score distribution.

### 3. Dynamic Score Adjustment Rules
Provide numbered rules including:
- Age-based escalation formula (how score increases as ticket remains open)
- Re-open penalty (score adjustment when ticket is reopened)
- Repeat contact bonus (score adjustment for multiple contacts on same issue)
- VIP override conditions that trigger automatic priority changes

Include specific formulas and threshold values for each rule.

### 4. Implementation Specification
Write a plain-language specification developers can use to build this system. Include:
- Complete scoring formula in a code block
- Required data fields from {{support-platform}}
- Automation triggers
- Update frequency
- Calculation examples with sample values

### 5. Monthly Calibration Process
Define a calibration process including:
- Specific metrics to review
- Questions to ask
- Decision criteria for adjusting weights based on actual outcomes
- Thresholds that indicate the system needs retuning

Format as a structured checklist or numbered procedure.