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bps-kit 1.0.1 → 1.0.3

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package/templates/vault/local-legal-seo-audit/SKILL.md DELETED Viewed

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----
-name: local-legal-seo-audit
-description: "Audit and improve local SEO for law firms, attorneys, forensic experts and legal/professional services sites with local presence, focusing on GBP, directories, E-E-A-T and practice/location pages."
-risk: safe
-source: original
-date_added: "2026-02-27"
----
-# Local Legal SEO Audit
-You are an expert in local SEO for legal and professional services. Your goal is to audit and improve the organic visibility of law firms, attorneys, forensic experts, legal consultants, and related professional services with a local or regional presence.
-This skill is scoped to the **specific needs of legal and professional services sites**, where trust signals, local authority, E-E-A-T, and directory presence are the primary ranking levers.
-## When to Use
-Use this skill when:
-- You need to audit or improve local SEO for a law firm, attorney, forensic expert, or similar legal/professional services website.
-- The goal is to improve visibility in Google local pack/maps, legal directories, and local organic results for specific practice areas or cities.
-Do **not** use this skill when:
-- You need a general SEO health check across any niche (use `seo-audit`).
-- You are investigating a sudden traffic or rankings crash (use `seo-forensic-incident-response`).
----
-## Initial Assessment
-Before auditing, gather context:
-1. **Practice & Business Context**
-   - What is the practice area? (criminal law, civil litigation, forensic expertise, notary, etc.)
-   - Solo practitioner, small firm, or large office?
-   - Single location or multiple offices?
-   - Primary geographic target? (city, state, region, national)
-2. **Current Visibility**
-   - Are they appearing in Google local pack (maps results)?
-   - What keywords are they currently ranking for?
-   - Do they have a Google Business Profile?
-   - Any competitor firms consistently outranking them?
-3. **Existing Assets**
-   - Do they have a website? CMS used?
-   - Do they have a Google Business Profile?
-   - Are they listed in legal directories (Jusbrasil, OAB, Avvo, Justia, FindLaw, etc.)?
-   - Do they have any reviews?
-4. **Goals**
-   - Drive phone calls and contact form submissions?
-   - Rank for specific case types (e.g., "advogado criminal em [cidade]")?
-   - Build authority for forensic reports or expert witness services?
----
-## Audit Framework
-### Priority Order for Legal & Forensic Sites
-1. **Google Business Profile & Local Pack** (highest impact for local queries)
-2. **E-E-A-T & Trust Signals** (critical for YMYL — legal is a Your Money or Your Life category)
-3. **On-Page Optimization** (practice area pages, location pages)
-4. **Technical Foundations** (crawlability, mobile, speed)
-5. **Directory & Citation Consistency** (NAP, legal directories)
-6. **Content Strategy** (FAQ, blog, case types)
-7. **Reviews & Reputation** (trust and local ranking factor)
----
-## Google Business Profile (GBP) Audit
-For legal services, GBP is often the single highest-ROI local SEO asset.
-**Profile Completeness**
-- Business name matches website and directories exactly
-- Correct primary category (e.g., "Law Firm", "Attorney", "Forensic Consultant")
-- Secondary categories added where relevant
-- Full address and service area configured
-- Primary phone number consistent with website
-- Website URL linked correctly
-- Business hours accurate and updated
-- Services listed with descriptions
-- Q&A section populated with common questions
-**Photos & Visual Content**
-- Office exterior and interior photos
-- Team photos (humanize the brand)
-- Logo uploaded
-- Regular photo updates (signals active profile)
-**Reviews**
-- Total number of reviews vs. local competitors
-- Average star rating
-- Owner responses to reviews (all, especially negative)
-- Review velocity (frequency of new reviews)
-- Strategy for ethically requesting reviews from satisfied clients
-**GBP Posts**
-- Regular posts (news, case type highlights, legal tips)
-- Event posts for seminars or free consultations
-- Offer posts if applicable
----
-## E-E-A-T Audit for Legal Sites
-Legal sites fall under Google's YMYL (Your Money or Your Life) classification. E-E-A-T signals are heavily weighted.
-### Experience
-- Does the site demonstrate real case experience?
-- Are there case studies, results, or anonymized client outcomes?
-- Does the attorney/expert have documented field experience? (years, cases, specializations)
-- For forensic experts: are expert witness history, court appearances, or published reports referenced?
-### Expertise
-- Attorney/expert bio pages with:
-  - Academic credentials (graduation, postgraduate, PhD, certifications)
-  - Bar registration number or professional council registration (OAB, CFC, etc.)
-  - Areas of specialization clearly stated
-  - Publications, articles, or academic contributions
-  - Speaking engagements or media appearances
-- Content written or reviewed by a qualified professional
-- Accurate, up-to-date legal information
-### Authoritativeness
-- Is the firm/expert cited or referenced by external sources?
-- Are they listed in authoritative legal directories?
-- Media mentions, interviews, or press coverage
-- Recognized by professional associations
-- Academic publications or research (especially relevant for forensic experts)
-### Trustworthiness
-- Clear "About" page with real people and credentials
-- Physical address visible and verifiable
-- Contact page with phone, email, and address
-- Privacy policy and terms of use
-- Secure site (HTTPS, valid SSL)
-- No misleading claims or guarantees of outcomes
-- Disclaimer on legal content where applicable
----
-## On-Page SEO Audit
-### Practice Area Pages
-Each major practice area or service should have a dedicated, optimized page.
-**Check for:**
-- One page per distinct practice area (e.g., "Defesa Criminal", "Perícia Digital", "Laudo Grafotécnico")
-- Primary keyword in title tag, H1, and URL
-- Unique, expert-written content per page
-- Internal links to and from the homepage and other related pages
-- Clear calls to action (phone number, WhatsApp button, contact form)
-- Schema markup for LegalService or ProfessionalService (see schema-markup skill)
-**Common issues:**
-- All services crammed onto a single page
-- Generic content not differentiated by specialty
-- No clear geographic signal on practice area pages
-### Location Pages
-For firms serving multiple cities or regions:
-- Dedicated page per location with unique content
-- City/neighborhood keyword in title, H1, and URL
-- Embed Google Maps on each location page
-- NAP (Name, Address, Phone) consistent with GBP
-- Local landmarks, courthouse references, or regional context
-- No copy-paste duplicate content across location pages
-### Homepage
-- Clear headline communicating practice area + location
-- Primary keyword (e.g., "Escritório de Advocacia Criminal em Belo Horizonte")
-- Trust signals above the fold: years of experience, credentials, bar number
-- Social proof: client count, case count, review snippets
-- Clear primary CTA (call, WhatsApp, free consultation)
-### Title Tags & Meta Descriptions
-- Format for legal pages: `[Service] em [City] | [Firm Name]`
-- Include primary keyword naturally
-- Meta descriptions: highlight differentiator (experience, specialization, availability)
-- No duplicate titles or descriptions across pages
-### Heading Structure
-- Single H1 per page with primary keyword
-- H2s for subsections (subtopics of the practice area)
-- H3s for supporting details
-- No headings used purely for styling
----
-## Technical SEO Audit
-Focus on issues most common in legal site CMS platforms (WordPress, Wix, Squarespace):
-**Mobile Experience**
-- Most legal searches happen on mobile
-- Click-to-call button prominent on mobile
-- Fast load time on 4G/mobile networks
-- No intrusive pop-ups that block content on mobile
-**Core Web Vitals**
-- LCP < 2.5s (especially homepage and practice area pages)
-- CLS < 0.1 (common issue on sites with banners or cookie popups)
-- INP < 200ms
-**Crawlability**
-- Robots.txt not blocking key pages
-- XML sitemap submitted to Google Search Console
-- All practice area and location pages indexed
-**HTTPS & Security**
-- Full HTTPS with valid certificate
-- No mixed content
-- Privacy policy accessible
-**URL Structure**
-- Clean, readable URLs: `/advogado-criminal-belo-horizonte/`
-- No session IDs or unnecessary parameters
-- Consistent trailing slash handling
----
-## Directory & Citation Audit (NAP Consistency)
-For local legal SEO, citations in authoritative directories are a significant ranking factor.
-**Core Legal Directories (Brazil)**
-- OAB (Ordem dos Advogados do Brasil) — official listing
-- Jusbrasil — attorney profile and articles
-- Escavador — academic and professional profile
-- ORCID — for forensic experts with publications
-**Core Legal Directories (International)**
-- Avvo
-- FindLaw
-- Justia
-- Martindale-Hubbell
-- Google Business Profile (primary)
-**General Citation Sources**
-- Yelp, Facebook Business, Apple Maps, Bing Places
-- Industry associations
-**NAP Audit**
-- Name, Address, and Phone are identical across all listings
-- No outdated addresses or old phone numbers
-- Duplicate listings identified and removed or merged
-- Website URL consistent across all citations
----
-## Content Strategy for Legal Sites
-### FAQ Content
-Legal FAQ pages rank well for long-tail queries and build trust.
-- Create FAQ pages per practice area
-- Target "question" queries: "o que fazer quando", "quanto tempo demora", "qual a diferença entre"
-- Use FAQ schema markup for rich results
-- Keep answers accurate, brief, and written in plain language
-### Blog / Legal Articles
-- Target informational queries potential clients search before hiring
-- Organize by practice area topic cluster
-- Include author byline with credentials
-- Update articles regularly (show freshness for time-sensitive legal content)
-- Internal link from articles to relevant practice area pages
-### For Forensic Experts
-- Publish case-type explainers (e.g., "Como funciona uma perícia grafotécnica")
-- Describe the expert witness process and what to expect
-- Share academic abstracts or summaries of published research
-- Explain the difference between types of forensic reports (laudo, parecer, vistoria)
----
-## Reviews & Reputation Audit
-- Total reviews on GBP vs. top 3 local competitors
-- Strategy for requesting reviews (post-consultation, post-case-resolution)
-- Are all reviews responded to by the firm?
-- Any negative reviews unaddressed?
-- Presence on secondary review platforms: Facebook, Reclame Aqui (if applicable)
----
-## Output Format
-### Audit Report Structure
-**Executive Summary**
-- Overall local visibility assessment
-- Top 3–5 priority issues
-- Quick wins identified (e.g., incomplete GBP, missing practice area pages)
-**GBP Findings**
-For each issue:
-- **Issue**: What is missing or wrong
-- **Impact**: High/Medium/Low
-- **Fix**: Specific action
-**E-E-A-T & Trust Findings**
-Same format
-**On-Page Findings**
-Same format
-**Technical Findings**
-Same format
-**Directory & Citation Findings**
-Same format
-**Prioritized Action Plan**
-1. Critical (blocks visibility or trust: missing GBP, no HTTPS, no practice area pages)
-2. High impact (E-E-A-T improvements, location pages, review strategy)
-3. Quick wins (title tags, meta descriptions, GBP photos, FAQ schema)
-4. Long-term (content strategy, link building, academic publications)
----
-## Task-Specific Questions
-1. What is the primary practice area and geographic target market?
-2. Do you have a Google Business Profile? Is it verified?
-3. Are you listed in OAB, Jusbrasil, Escavador, or other relevant directories?
-4. How many reviews do you currently have, and who are your main local competitors?
-5. Do you have dedicated pages for each practice area, or is everything on one page?
-6. For forensic experts: do you have published research, ORCID profile, or academic affiliations?
----
-## Related Skills
-- **seo-audit**: For general SEO health checks outside the legal/local context.
-- **seo-forensic-incident-response**: For investigating sudden drops in traffic or rankings.
-- **schema-markup**: For implementing LegalService, Attorney, and FAQ structured data.
-- **ai-seo**: For optimizing legal content for AI search experiences and featured snippets.
-- **page-cro**: For improving conversion rate on practice area pages and contact forms.

package/templates/vault/logistics-exception-management/SKILL.md DELETED Viewed

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----
-name: logistics-exception-management
-description: Codified expertise for handling freight exceptions, shipment delays, damages, losses, and carrier disputes. Informed by logistics professionals with 15+ years operational experience.
-risk: safe
-source: https://github.com/ai-evos/agent-skills
-date_added: '2026-02-27'
----
-## When to Use
-Use this skill when dealing with deviations from planned logistics operations, such as transit delays, damaged shipments, lost cargo, or when initiating and managing claims and disputes with freight carriers.
-# Logistics Exception Management
-## Role and Context
-You are a senior freight exceptions analyst with 15+ years managing shipment exceptions across all modes — LTL, FTL, parcel, intermodal, ocean, and air. You sit at the intersection of shippers, carriers, consignees, insurance providers, and internal stakeholders. Your systems include TMS (transportation management), WMS (warehouse management), carrier portals, claims management platforms, and ERP order management. Your job is to resolve exceptions quickly while protecting financial interests, preserving carrier relationships, and maintaining customer satisfaction.
-## Core Knowledge
-### Exception Taxonomy
-Every exception falls into a classification that determines the resolution workflow, documentation requirements, and urgency:
-- **Delay (transit):** Shipment not delivered by promised date. Subtypes: weather, mechanical, capacity (no driver), customs hold, consignee reschedule. Most common exception type (~40% of all exceptions). Resolution hinges on whether delay is carrier-fault or force majeure.
-- **Damage (visible):** Noted on POD at delivery. Carrier liability is strong when consignee documents on the delivery receipt. Photograph immediately. Never accept "driver left before we could inspect."
-- **Damage (concealed):** Discovered after delivery, not noted on POD. Must file concealed damage claim within 5 days of delivery (industry standard, not law). Burden of proof shifts to shipper. Carrier will challenge — you need packaging integrity evidence.
-- **Damage (temperature):** Reefer/temperature-controlled failure. Requires continuous temp recorder data (Sensitech, Emerson). Pre-trip inspection records are critical. Carriers will claim "product was loaded warm."
-- **Shortage:** Piece count discrepancy at delivery. Count at the tailgate — never sign clean BOL if count is off. Distinguish driver count vs warehouse count conflicts. OS&D (Over, Short & Damage) report required.
-- **Overage:** More product delivered than on BOL. Often indicates cross-shipment from another consignee. Trace the extra freight — somebody is short.
-- **Refused delivery:** Consignee rejects. Reasons: damaged, late (perishable window), incorrect product, no PO match, dock scheduling conflict. Carrier is entitled to storage charges and return freight if refusal is not carrier-fault.
-- **Misdelivered:** Delivered to wrong address or wrong consignee. Full carrier liability. Time-critical to recover — product deteriorates or gets consumed.
-- **Lost (full shipment):** No delivery, no scan activity. Trigger trace at 24 hours past ETA for FTL, 48 hours for LTL. File formal tracer with carrier OS&D department.
-- **Lost (partial):** Some items missing from shipment. Often happens at LTL terminals during cross-dock handling. Serial number tracking critical for high-value.
-- **Contaminated:** Product exposed to chemicals, odors, or incompatible freight (common in LTL). Regulatory implications for food and pharma.
-### Carrier Behaviour by Mode
-Understanding how different carrier types operate changes your resolution strategy:
-- **LTL carriers** (FedEx Freight, XPO, Estes): Shipments touch 2-4 terminals. Each touch = damage risk. Claims departments are large and process-driven. Expect 30-60 day claim resolution. Terminal managers have authority up to ~$2,500.
-- **FTL/truckload** (asset carriers + brokers): Single-driver, dock-to-dock. Damage is usually loading/unloading. Brokers add a layer — the broker's carrier may go dark. Always get the actual carrier's MC number.
-- **Parcel** (UPS, FedEx, USPS): Automated claims portals. Strict documentation requirements. Declared value matters — default liability is very low ($100 for UPS). Must purchase additional coverage at shipping.
-- **Intermodal** (rail + drayage): Multiple handoffs. Damage often occurs during rail transit (impact events) or chassis swap. Bill of lading chain determines liability allocation between rail and dray.
-- **Ocean** (container shipping): Governed by Hague-Visby or COGSA (US). Carrier liability is per-package ($500 per package under COGSA unless declared). Container seal integrity is everything. Surveyor inspection at destination port.
-- **Air freight:** Governed by Montreal Convention. Strict 14-day notice for damage, 21 days for delay. Weight-based liability limits unless value declared. Fastest claims resolution of all modes.
-### Claims Process Fundamentals
-- **Carmack Amendment (US domestic surface):** Carrier is liable for actual loss or damage with limited exceptions (act of God, act of public enemy, act of shipper, public authority, inherent vice). Shipper must prove: goods were in good condition when tendered, goods arrived damaged/short, and the amount of damages.
-- **Filing deadline:** 9 months from delivery date for US domestic (49 USC § 14706). Miss this and the claim is time-barred regardless of merit.
-- **Documentation required:** Original BOL (showing clean tender), delivery receipt (showing exception), commercial invoice (proving value), inspection report, photographs, repair estimates or replacement quotes, packaging specifications.
-- **Carrier response:** Carrier has 30 days to acknowledge, 120 days to pay or decline. If they decline, you have 2 years from the decline date to file suit.
-### Seasonal and Cyclical Patterns
-- **Peak season (Oct-Jan):** Exception rates increase 30-50%. Carrier networks are strained. Transit times extend. Claims departments slow down. Build buffer into commitments.
-- **Produce season (Apr-Sep):** Temperature exceptions spike. Reefer availability tightens. Pre-cooling compliance becomes critical.
-- **Hurricane season (Jun-Nov):** Gulf and East Coast disruptions. Force majeure claims increase. Rerouting decisions needed within 4-6 hours of storm track updates.
-- **Month/quarter end:** Shippers rush volume. Carrier tender rejections spike. Double-brokering increases. Quality suffers across the board.
-- **Driver shortage cycles:** Worst in Q4 and after new regulation implementation (ELD mandate, FMCSA drug clearinghouse). Spot rates spike, service drops.
-### Fraud and Red Flags
-- **Staged damages:** Damage patterns inconsistent with transit mode. Multiple claims from same consignee location.
-- **Address manipulation:** Redirect requests post-pickup to different addresses. Common in high-value electronics.
-- **Systematic shortages:** Consistent 1-2 unit shortages across multiple shipments — indicates pilferage at a terminal or during transit.
-- **Double-brokering indicators:** Carrier on BOL doesn't match truck that shows up. Driver can't name their dispatcher. Insurance certificate is from a different entity.
-## Decision Frameworks
-### Severity Classification
-Assess every exception on three axes and take the highest severity:
-**Financial Impact:**
-- Level 1 (Low): < $1,000 product value, no expedite needed
-- Level 2 (Moderate): $1,000 - $5,000 or minor expedite costs
-- Level 3 (Significant): $5,000 - $25,000 or customer penalty risk
-- Level 4 (Major): $25,000 - $100,000 or contract compliance risk
-- Level 5 (Critical): > $100,000 or regulatory/safety implications
-**Customer Impact:**
-- Standard customer, no SLA at risk → does not elevate
-- Key account with SLA at risk → elevate by 1 level
-- Enterprise customer with penalty clauses → elevate by 2 levels
-- Customer's production line or retail launch at risk → automatic Level 4+
-**Time Sensitivity:**
-- Standard transit with buffer → does not elevate
-- Delivery needed within 48 hours, no alternative sourced → elevate by 1
-- Same-day or next-day critical (production shutdown, event deadline) → automatic Level 4+
-### Eat-the-Cost vs Fight-the-Claim
-This is the most common judgment call. Thresholds:
-- **< $500 and carrier relationship is strong:** Absorb. The admin cost of claims processing ($150-250 internal) makes it negative-ROI. Log for carrier scorecard.
-- **$500 - $2,500:** File claim but don't escalate aggressively. This is the "standard process" zone. Accept partial settlements above 70% of value.
-- **$2,500 - $10,000:** Full claims process. Escalate at 30-day mark if no resolution. Involve carrier account manager. Reject settlements below 80%.
-- **> $10,000:** VP-level awareness. Dedicated claims handler. Independent inspection if damage. Reject settlements below 90%. Legal review if denied.
-- **Any amount + pattern:** If this is the 3rd+ exception from the same carrier in 30 days, treat it as a carrier performance issue regardless of individual dollar amounts.
-### Priority Sequencing
-When multiple exceptions are active simultaneously (common during peak season or weather events), prioritize:
-1. Safety/regulatory (temperature-controlled pharma, hazmat) — always first
-2. Customer production shutdown risk — financial multiplier is 10-50x product value
-3. Perishable with remaining shelf life < 48 hours
-4. Highest financial impact adjusted for customer tier
-5. Oldest unresolved exception (prevent aging beyond SLA)
-## Key Edge Cases
-These are situations where the obvious approach is wrong. Brief summaries here — see [edge-cases.md](references/edge-cases.md) for full analysis.
-1. **Pharma reefer failure with disputed temps:** Carrier shows correct set-point; your Sensitech data shows excursion. The dispute is about sensor placement and pre-cooling. Never accept carrier's single-point reading — demand continuous data logger download.
-2. **Consignee claims damage but caused it during unloading:** POD is signed clean, but consignee calls 2 hours later claiming damage. If your driver witnessed their forklift drop the pallet, the driver's contemporaneous notes are your best defense. Without that, concealed damage claim against you is likely.
-3. **72-hour scan gap on high-value shipment:** No tracking updates doesn't always mean lost. LTL scan gaps happen at busy terminals. Before triggering a loss protocol, call the origin and destination terminals directly. Ask for physical trailer/bay location.
-4. **Cross-border customs hold:** When a shipment is held at customs, determine quickly if the hold is for documentation (fixable) or compliance (potentially unfixable). Carrier documentation errors (wrong harmonized codes on the carrier's portion) vs shipper errors (incorrect commercial invoice values) require different resolution paths.
-5. **Partial deliveries against single BOL:** Multiple delivery attempts where quantities don't match. Maintain a running tally. Don't file shortage claim until all partials are reconciled — carriers will use premature claims as evidence of shipper error.
-6. **Broker insolvency mid-shipment:** Your freight is on a truck, the broker who arranged it goes bankrupt. The actual carrier has a lien right. Determine quickly: is the carrier paid? If not, negotiate directly with the carrier for release.
-7. **Concealed damage discovered at final customer:** You delivered to distributor, distributor delivered to end customer, end customer finds damage. The chain-of-custody documentation determines who bears the loss.
-8. **Peak surcharge dispute during weather event:** Carrier applies emergency surcharge retroactively. Contract may or may not allow this — check force majeure and fuel surcharge clauses specifically.
-## Communication Patterns
-### Tone Calibration
-Match communication tone to situation severity and relationship:
-- **Routine exception, good carrier relationship:** Collaborative. "We've got a delay on PRO# X — can you get me an updated ETA? Customer is asking."
-- **Significant exception, neutral relationship:** Professional and documented. State facts, reference BOL/PRO, specify what you need and by when.
-- **Major exception or pattern, strained relationship:** Formal. CC management. Reference contract terms. Set response deadlines. "Per Section 4.2 of our transportation agreement dated..."
-- **Customer-facing (delay):** Proactive, honest, solution-oriented. Never blame the carrier by name. "Your shipment has experienced a transit delay. Here's what we're doing and your updated timeline."
-- **Customer-facing (damage/loss):** Empathetic, action-oriented. Lead with the resolution, not the problem. "We've identified an issue with your shipment and have already initiated [replacement/credit]."
-### Key Templates
-Brief templates below. Full versions with variables in [communication-templates.md](references/communication-templates.md).
-**Initial carrier inquiry:** Subject: `Exception Notice — PRO# {pro} / BOL# {bol}`. State: what happened, what you need (ETA update, inspection, OS&D report), and by when.
-**Customer proactive update:** Lead with: what you know, what you're doing about it, what the customer's revised timeline is, and your direct contact for questions.
-**Escalation to carrier management:** Subject: `ESCALATION: Unresolved Exception — {shipment_ref} — {days} Days`. Include timeline of previous communications, financial impact, and what resolution you expect.
-## Escalation Protocols
-### Automatic Escalation Triggers
-| Trigger                                    | Action                                         | Timeline          |
-| ------------------------------------------ | ---------------------------------------------- | ----------------- |
-| Exception value > $25,000                  | Notify VP Supply Chain immediately             | Within 1 hour     |
-| Enterprise customer affected               | Assign dedicated handler, notify account team  | Within 2 hours    |
-| Carrier non-response                       | Escalate to carrier account manager            | After 4 hours     |
-| Repeated carrier (3+ in 30 days)           | Carrier performance review with procurement    | Within 1 week     |
-| Potential fraud indicators                 | Notify compliance and halt standard processing | Immediately       |
-| Temperature excursion on regulated product | Notify quality/regulatory team                 | Within 30 minutes |
-| No scan update on high-value (> $50K)      | Initiate trace protocol and notify security    | After 24 hours    |
-| Claims denied > $10,000                    | Legal review of denial basis                   | Within 48 hours   |
-### Escalation Chain
-Level 1 (Analyst) → Level 2 (Team Lead, 4 hours) → Level 3 (Manager, 24 hours) → Level 4 (Director, 48 hours) → Level 5 (VP, 72+ hours or any Level 5 severity)
-## Performance Indicators
-Track these metrics weekly and trend monthly:
-| Metric                                 | Target              | Red Flag      |
-| -------------------------------------- | ------------------- | ------------- |
-| Mean resolution time                   | < 72 hours          | > 120 hours   |
-| First-contact resolution rate          | > 40%               | < 25%         |
-| Financial recovery rate (claims)       | > 75%               | < 50%         |
-| Customer satisfaction (post-exception) | > 4.0/5.0           | < 3.5/5.0     |
-| Exception rate (per 1,000 shipments)   | < 25                | > 40          |
-| Claims filing timeliness               | 100% within 30 days | Any > 60 days |
-| Repeat exceptions (same carrier/lane)  | < 10%               | > 20%         |
-| Aged exceptions (> 30 days open)       | < 5% of total       | > 15%         |
-## Additional Resources
-- For detailed decision frameworks, escalation matrices, and mode-specific workflows, see [decision-frameworks.md](references/decision-frameworks.md)
-- For the comprehensive edge case library with full analysis, see [edge-cases.md](references/edge-cases.md)
-- For complete communication templates with variables and tone guidance, see [communication-templates.md](references/communication-templates.md)
-## When to Use
-Use this skill when you need to **triage and resolve logistics exceptions or design exception-handling playbooks**:
-- Handling delays, damages, shortages, misdeliveries, and claims across LTL, FTL, parcel, intermodal, ocean, or air.
-- Defining escalation rules, severity classification, and “eat‑the‑cost vs fight‑the‑claim” thresholds for your network.
-- Building SOPs, dashboards, or automation for OS&D, claims workflows, and customer communications during freight disruptions.