{
  "schema_version": "1.0",
  "table": "interactions",
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  "records": [
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      "id": "CALL-2026-02-0040",
      "customer_id": "CUST-2039",
      "date": "2026-02-01",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0040",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
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    },
    {
      "id": "CHAT-2026-02-0053",
      "customer_id": "CUST-0027",
      "date": "2026-02-01",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0053",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0012",
      "customer_id": "CUST-2511",
      "date": "2026-02-01",
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      "category": "portal/document-upload",
      "status": "responded",
      "outcome": "3",
      "effort_score": "",
      "rating": "3",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0012",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
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    {
      "id": "OD-2026-02-0036",
      "customer_id": "CUST-2535",
      "date": "2026-02-01",
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      "status": "responded",
      "outcome": "1",
      "effort_score": "",
      "rating": "1",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "The webhook setup guide is out of date. The steps don't match what I see in the dashboard.",
      "quote": "The webhook setup guide is out of date. The steps don't match what I see in the dashboard.",
      "source_record_id": "OD-2026-02-0036",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0048",
      "customer_id": "CUST-2047",
      "date": "2026-02-02",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
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      "source_record_id": "CALL-2026-02-0048",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0067",
      "customer_id": "CUST-0009",
      "date": "2026-02-02",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
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      "source_record_id": "CHAT-2026-02-0067",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0008",
      "customer_id": "CUST-2507",
      "date": "2026-02-02",
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      "category": "portal/onboarding",
      "status": "responded",
      "outcome": "2",
      "effort_score": "",
      "rating": "2",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "The webhook setup guide is out of date. The steps don't match what I see in the dashboard.",
      "quote": "The webhook setup guide is out of date. The steps don't match what I see in the dashboard.",
      "source_record_id": "OD-2026-02-0008",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0002",
      "customer_id": "CUST-3001",
      "date": "2026-02-02",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "promoter",
      "effort_score": "2",
      "rating": "",
      "nps_score": "10",
      "csat_score": "5",
      "flag": "",
      "detail": "Settlement visibility has improved significantly. Love the status page.",
      "quote": "Settlement visibility has improved significantly. Love the status page.",
      "source_record_id": "SUR-2026-02-0002",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0029",
      "customer_id": "CUST-0043",
      "date": "2026-02-02",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "detractor",
      "effort_score": "7",
      "rating": "",
      "nps_score": "5",
      "csat_score": "2",
      "flag": "",
      "detail": "Onboarding took far longer than expected due to webhook documentation issues.",
      "quote": "Onboarding took far longer than expected due to webhook documentation issues.",
      "source_record_id": "SUR-2026-02-0029",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0036",
      "customer_id": "CUST-1035",
      "date": "2026-02-03",
      "source": "chat",
      "category": "password reset",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Self-service reset worked third attempt — agent monitored session",
      "quote": "It eventually worked but I nearly gave up.",
      "source_record_id": "CHAT-2026-02-0036",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0038",
      "customer_id": "CUST-1037",
      "date": "2026-02-03",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "7",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0038",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0070",
      "customer_id": "CUST-1069",
      "date": "2026-02-03",
      "source": "chat",
      "category": "billing question",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Charge description unclear on statement; agent clarified",
      "quote": "Once you explained it made sense.",
      "source_record_id": "CHAT-2026-02-0070",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0002",
      "customer_id": "CUST-1501",
      "date": "2026-02-03",
      "source": "help",
      "category": "settlement",
      "status": "resolved",
      "outcome": "",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
      "quote": "Once explained it made complete sense.",
      "source_record_id": "HELP-2026-02-0002",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0035",
      "customer_id": "CUST-0050",
      "date": "2026-02-03",
      "source": "help",
      "category": "billing",
      "status": "resolved",
      "outcome": "",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Invoice line item 'platform fee' not explained in documentation",
      "quote": "Please add a glossary to your billing page.",
      "source_record_id": "HELP-2026-02-0035",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0058",
      "customer_id": "CUST-1557",
      "date": "2026-02-03",
      "source": "help",
      "category": "settlement",
      "status": "resolved",
      "outcome": "",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
      "quote": "Once explained it made complete sense.",
      "source_record_id": "HELP-2026-02-0058",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0038",
      "customer_id": "CUST-2537",
      "date": "2026-02-03",
      "source": "portal",
      "category": "portal/settlements",
      "status": "responded",
      "outcome": "5",
      "effort_score": "",
      "rating": "5",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Settlement status page is very clear. Easy to find and understand.",
      "quote": "Settlement status page is very clear. Easy to find and understand.",
      "source_record_id": "OD-2026-02-0038",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0035",
      "customer_id": "CUST-0021",
      "date": "2026-02-03",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "detractor",
      "effort_score": "6",
      "rating": "",
      "nps_score": "6",
      "csat_score": "3",
      "flag": "",
      "detail": "Billing terminology is still too technical. Needs a glossary.",
      "quote": "Billing terminology is still too technical. Needs a glossary.",
      "source_record_id": "SUR-2026-02-0035",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0017",
      "customer_id": "CUST-0023",
      "date": "2026-02-04",
      "source": "phone",
      "category": "billing",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Clarified platform fee breakdown for customer",
      "quote": "Thank you for taking the time to explain.",
      "source_record_id": "CALL-2026-02-0017",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0058",
      "customer_id": "CUST-1057",
      "date": "2026-02-04",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "7",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0058",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0065",
      "customer_id": "CUST-0033",
      "date": "2026-02-04",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0065",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0072",
      "customer_id": "CUST-1071",
      "date": "2026-02-04",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0072",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0051",
      "customer_id": "CUST-0008",
      "date": "2026-02-04",
      "source": "help",
      "category": "settlement",
      "status": "resolved",
      "outcome": "",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
      "quote": "Once explained it made complete sense.",
      "source_record_id": "HELP-2026-02-0051",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0011",
      "customer_id": "CUST-0002",
      "date": "2026-02-04",
      "source": "portal",
      "category": "portal/document-upload",
      "status": "responded",
      "outcome": "3",
      "effort_score": "",
      "rating": "3",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0011",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0024",
      "customer_id": "CUST-2523",
      "date": "2026-02-04",
      "source": "portal",
      "category": "portal/settlements",
      "status": "responded",
      "outcome": "5",
      "effort_score": "",
      "rating": "5",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Settlement status page is very clear. Easy to find and understand.",
      "quote": "Settlement status page is very clear. Easy to find and understand.",
      "source_record_id": "OD-2026-02-0024",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0037",
      "customer_id": "CUST-0040",
      "date": "2026-02-04",
      "source": "portal",
      "category": "portal/settlements",
      "status": "responded",
      "outcome": "5",
      "effort_score": "",
      "rating": "5",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Settlement status page is very clear. Easy to find and understand.",
      "quote": "Settlement status page is very clear. Easy to find and understand.",
      "source_record_id": "OD-2026-02-0037",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0033",
      "customer_id": "CUST-0045",
      "date": "2026-02-04",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "passive",
      "effort_score": "4",
      "rating": "",
      "nps_score": "7",
      "csat_score": "4",
      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
      "quote": "Support staff are great but the initial hold times are disappointing.",
      "source_record_id": "SUR-2026-02-0033",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0016",
      "customer_id": "CUST-2015",
      "date": "2026-02-05",
      "source": "phone",
      "category": "billing",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Clarified platform fee breakdown for customer",
      "quote": "Thank you for taking the time to explain.",
      "source_record_id": "CALL-2026-02-0016",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0018",
      "customer_id": "CUST-2017",
      "date": "2026-02-05",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0018",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0029",
      "customer_id": "CUST-0029",
      "date": "2026-02-05",
      "source": "phone",
      "category": "onboarding",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Agent walked through webhook setup over phone step by step",
      "quote": "Would have been better if the docs were clearer.",
      "source_record_id": "CALL-2026-02-0029",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0034",
      "customer_id": "CUST-2033",
      "date": "2026-02-05",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0034",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0045",
      "customer_id": "CUST-0037",
      "date": "2026-02-05",
      "source": "phone",
      "category": "billing",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Clarified platform fee breakdown for customer",
      "quote": "Thank you for taking the time to explain.",
      "source_record_id": "CALL-2026-02-0045",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0046",
      "customer_id": "CUST-2045",
      "date": "2026-02-05",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "1",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0046",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0029",
      "customer_id": "CUST-0015",
      "date": "2026-02-05",
      "source": "chat",
      "category": "password reset",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Self-service reset worked third attempt — agent monitored session",
      "quote": "It eventually worked but I nearly gave up.",
      "source_record_id": "CHAT-2026-02-0029",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0061",
      "customer_id": "CUST-0031",
      "date": "2026-02-05",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0061",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0003",
      "customer_id": "CUST-0034",
      "date": "2026-02-05",
      "source": "help",
      "category": "settlement",
      "status": "resolved",
      "outcome": "",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
      "quote": "Once explained it made complete sense.",
      "source_record_id": "HELP-2026-02-0003",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0006",
      "customer_id": "CUST-1505",
      "date": "2026-02-05",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0006",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0017",
      "customer_id": "CUST-0016",
      "date": "2026-02-05",
      "source": "help",
      "category": "settlement",
      "status": "resolved",
      "outcome": "",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
      "quote": "Once explained it made complete sense.",
      "source_record_id": "HELP-2026-02-0017",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0030",
      "customer_id": "CUST-1529",
      "date": "2026-02-05",
      "source": "help",
      "category": "settlement",
      "status": "resolved",
      "outcome": "",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
      "quote": "Once explained it made complete sense.",
      "source_record_id": "HELP-2026-02-0030",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0038",
      "customer_id": "CUST-1537",
      "date": "2026-02-05",
      "source": "help",
      "category": "settlement",
      "status": "resolved",
      "outcome": "",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
      "quote": "Once explained it made complete sense.",
      "source_record_id": "HELP-2026-02-0038",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0057",
      "customer_id": "CUST-0036",
      "date": "2026-02-05",
      "source": "help",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "",
      "effort_score": "7",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "API webhook configuration failing after documentation update",
      "quote": "The new docs don't match the error I'm seeing.",
      "source_record_id": "HELP-2026-02-0057",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0028",
      "customer_id": "CUST-2527",
      "date": "2026-02-05",
      "source": "portal",
      "category": "portal/billing",
      "status": "responded",
      "outcome": "2",
      "effort_score": "",
      "rating": "2",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "I cannot find an explanation for platform fees anywhere on this page.",
      "quote": "I cannot find an explanation for platform fees anywhere on this page.",
      "source_record_id": "OD-2026-02-0028",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0013",
      "customer_id": "CUST-0035",
      "date": "2026-02-05",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "passive",
      "effort_score": "4",
      "rating": "",
      "nps_score": "8",
      "csat_score": "4",
      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
      "quote": "Support staff are great but the initial hold times are disappointing.",
      "source_record_id": "SUR-2026-02-0013",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0043",
      "customer_id": "CUST-0011",
      "date": "2026-02-06",
      "source": "phone",
      "category": "onboarding",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Agent walked through webhook setup over phone step by step",
      "quote": "Would have been better if the docs were clearer.",
      "source_record_id": "CALL-2026-02-0043",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0074",
      "customer_id": "CUST-1073",
      "date": "2026-02-06",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0074",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0020",
      "customer_id": "CUST-1519",
      "date": "2026-02-06",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0020",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0032",
      "customer_id": "CUST-1531",
      "date": "2026-02-06",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0032",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0014",
      "customer_id": "CUST-2513",
      "date": "2026-02-06",
      "source": "portal",
      "category": "portal/billing",
      "status": "responded",
      "outcome": "1",
      "effort_score": "",
      "rating": "1",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "I cannot find an explanation for platform fees anywhere on this page.",
      "quote": "I cannot find an explanation for platform fees anywhere on this page.",
      "source_record_id": "OD-2026-02-0014",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0025",
      "customer_id": "CUST-0027",
      "date": "2026-02-07",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0025",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0041",
      "customer_id": "CUST-0035",
      "date": "2026-02-07",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0041",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0009",
      "customer_id": "CUST-0005",
      "date": "2026-02-07",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0009",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0035",
      "customer_id": "CUST-0043",
      "date": "2026-02-07",
      "source": "chat",
      "category": "billing question",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Charge description unclear on statement; agent clarified",
      "quote": "Once you explained it made sense.",
      "source_record_id": "CHAT-2026-02-0035",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0043",
      "customer_id": "CUST-0047",
      "date": "2026-02-07",
      "source": "chat",
      "category": "password reset",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Self-service reset worked third attempt — agent monitored session",
      "quote": "It eventually worked but I nearly gave up.",
      "source_record_id": "CHAT-2026-02-0043",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0052",
      "customer_id": "CUST-1051",
      "date": "2026-02-07",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "7",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0052",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0011",
      "customer_id": "CUST-0038",
      "date": "2026-02-07",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0011",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0041",
      "customer_id": "CUST-0028",
      "date": "2026-02-07",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0041",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0048",
      "customer_id": "CUST-1547",
      "date": "2026-02-07",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0048",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0029",
      "customer_id": "CUST-0036",
      "date": "2026-02-07",
      "source": "portal",
      "category": "portal/onboarding",
      "status": "responded",
      "outcome": "2",
      "effort_score": "",
      "rating": "2",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "The webhook setup guide is out of date. The steps don't match what I see in the dashboard.",
      "quote": "The webhook setup guide is out of date. The steps don't match what I see in the dashboard.",
      "source_record_id": "OD-2026-02-0029",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0001",
      "customer_id": "CUST-0029",
      "date": "2026-02-07",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "detractor",
      "effort_score": "7",
      "rating": "",
      "nps_score": "4",
      "csat_score": "1",
      "flag": "",
      "detail": "Onboarding took far longer than expected due to webhook documentation issues.",
      "quote": "Onboarding took far longer than expected due to webhook documentation issues.",
      "source_record_id": "SUR-2026-02-0001",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0003",
      "customer_id": "CUST-0005",
      "date": "2026-02-07",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "promoter",
      "effort_score": "3",
      "rating": "",
      "nps_score": "9",
      "csat_score": "5",
      "flag": "",
      "detail": "Settlement visibility has improved significantly. Love the status page.",
      "quote": "Settlement visibility has improved significantly. Love the status page.",
      "source_record_id": "SUR-2026-02-0003",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0012",
      "customer_id": "CUST-3011",
      "date": "2026-02-07",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "passive",
      "effort_score": "4",
      "rating": "",
      "nps_score": "7",
      "csat_score": "4",
      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
      "quote": "Support staff are great but the initial hold times are disappointing.",
      "source_record_id": "SUR-2026-02-0012",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0021",
      "customer_id": "CUST-0039",
      "date": "2026-02-07",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "detractor",
      "effort_score": "5",
      "rating": "",
      "nps_score": "6",
      "csat_score": "3",
      "flag": "",
      "detail": "Billing terminology is still too technical. Needs a glossary.",
      "quote": "Billing terminology is still too technical. Needs a glossary.",
      "source_record_id": "SUR-2026-02-0021",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0027",
      "customer_id": "CUST-0017",
      "date": "2026-02-07",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "passive",
      "effort_score": "4",
      "rating": "",
      "nps_score": "7",
      "csat_score": "3",
      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
      "quote": "Support staff are great but the initial hold times are disappointing.",
      "source_record_id": "SUR-2026-02-0027",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0031",
      "customer_id": "CUST-0019",
      "date": "2026-02-07",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "promoter",
      "effort_score": "2",
      "rating": "",
      "nps_score": "10",
      "csat_score": "5",
      "flag": "",
      "detail": "Settlement visibility has improved significantly. Love the status page.",
      "quote": "Settlement visibility has improved significantly. Love the status page.",
      "source_record_id": "SUR-2026-02-0031",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0023",
      "customer_id": "CUST-0001",
      "date": "2026-02-08",
      "source": "phone",
      "category": "billing",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Clarified platform fee breakdown for customer",
      "quote": "Thank you for taking the time to explain.",
      "source_record_id": "CALL-2026-02-0023",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0009",
      "customer_id": "CUST-0012",
      "date": "2026-02-08",
      "source": "help",
      "category": "settlement",
      "status": "resolved",
      "outcome": "",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
      "quote": "Once explained it made complete sense.",
      "source_record_id": "HELP-2026-02-0009",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0014",
      "customer_id": "CUST-1513",
      "date": "2026-02-08",
      "source": "help",
      "category": "billing",
      "status": "resolved",
      "outcome": "",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Invoice line item 'platform fee' not explained in documentation",
      "quote": "Please add a glossary to your billing page.",
      "source_record_id": "HELP-2026-02-0014",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0015",
      "customer_id": "CUST-0040",
      "date": "2026-02-08",
      "source": "help",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "API webhook configuration failing after documentation update",
      "quote": "The new docs don't match the error I'm seeing.",
      "source_record_id": "HELP-2026-02-0015",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0023",
      "customer_id": "CUST-0044",
      "date": "2026-02-08",
      "source": "help",
      "category": "settlement",
      "status": "resolved",
      "outcome": "",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
      "quote": "Once explained it made complete sense.",
      "source_record_id": "HELP-2026-02-0023",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0034",
      "customer_id": "CUST-1533",
      "date": "2026-02-08",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0034",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0036",
      "customer_id": "CUST-1535",
      "date": "2026-02-08",
      "source": "help",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "",
      "effort_score": "7",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "API webhook configuration failing after documentation update",
      "quote": "The new docs don't match the error I'm seeing.",
      "source_record_id": "HELP-2026-02-0036",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0047",
      "customer_id": "CUST-0006",
      "date": "2026-02-08",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0047",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0056",
      "customer_id": "CUST-1555",
      "date": "2026-02-08",
      "source": "help",
      "category": "billing",
      "status": "resolved",
      "outcome": "",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Invoice line item 'platform fee' not explained in documentation",
      "quote": "Please add a glossary to your billing page.",
      "source_record_id": "HELP-2026-02-0056",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0010",
      "customer_id": "CUST-2509",
      "date": "2026-02-08",
      "source": "portal",
      "category": "portal/settlements",
      "status": "responded",
      "outcome": "5",
      "effort_score": "",
      "rating": "5",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Settlement status page is very clear. Easy to find and understand.",
      "quote": "Settlement status page is very clear. Easy to find and understand.",
      "source_record_id": "OD-2026-02-0010",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0028",
      "customer_id": "CUST-3027",
      "date": "2026-02-08",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "detractor",
      "effort_score": "5",
      "rating": "",
      "nps_score": "5",
      "csat_score": "3",
      "flag": "",
      "detail": "Billing terminology is still too technical. Needs a glossary.",
      "quote": "Billing terminology is still too technical. Needs a glossary.",
      "source_record_id": "SUR-2026-02-0028",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0032",
      "customer_id": "CUST-3031",
      "date": "2026-02-08",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "passive",
      "effort_score": "4",
      "rating": "",
      "nps_score": "7",
      "csat_score": "5",
      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
      "quote": "Support staff are great but the initial hold times are disappointing.",
      "source_record_id": "SUR-2026-02-0032",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0022",
      "customer_id": "CUST-2021",
      "date": "2026-02-09",
      "source": "phone",
      "category": "onboarding",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Agent walked through webhook setup over phone step by step",
      "quote": "Would have been better if the docs were clearer.",
      "source_record_id": "CALL-2026-02-0022",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0001",
      "customer_id": "CUST-0001",
      "date": "2026-02-09",
      "source": "chat",
      "category": "password reset",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Self-service reset worked third attempt — agent monitored session",
      "quote": "It eventually worked but I nearly gave up.",
      "source_record_id": "CHAT-2026-02-0001",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0006",
      "customer_id": "CUST-1005",
      "date": "2026-02-09",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0006",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0012",
      "customer_id": "CUST-1011",
      "date": "2026-02-09",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0012",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0026",
      "customer_id": "CUST-1025",
      "date": "2026-02-09",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0026",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0051",
      "customer_id": "CUST-0001",
      "date": "2026-02-09",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0051",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0059",
      "customer_id": "CUST-0005",
      "date": "2026-02-09",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "7",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0059",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0028",
      "customer_id": "CUST-1527",
      "date": "2026-02-09",
      "source": "help",
      "category": "billing",
      "status": "resolved",
      "outcome": "",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Invoice line item 'platform fee' not explained in documentation",
      "quote": "Please add a glossary to your billing page.",
      "source_record_id": "HELP-2026-02-0028",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0059",
      "customer_id": "CUST-0012",
      "date": "2026-02-09",
      "source": "help",
      "category": "settlement",
      "status": "resolved",
      "outcome": "",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
      "quote": "Once explained it made complete sense.",
      "source_record_id": "HELP-2026-02-0059",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0005",
      "customer_id": "CUST-0017",
      "date": "2026-02-10",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0005",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0010",
      "customer_id": "CUST-2009",
      "date": "2026-02-10",
      "source": "phone",
      "category": "billing",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Clarified platform fee breakdown for customer",
      "quote": "Thank you for taking the time to explain.",
      "source_record_id": "CALL-2026-02-0010",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0015",
      "customer_id": "CUST-0047",
      "date": "2026-02-10",
      "source": "phone",
      "category": "onboarding",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Agent walked through webhook setup over phone step by step",
      "quote": "Would have been better if the docs were clearer.",
      "source_record_id": "CALL-2026-02-0015",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0033",
      "customer_id": "CUST-0017",
      "date": "2026-02-10",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0033",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0066",
      "customer_id": "CUST-1065",
      "date": "2026-02-10",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0066",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0029",
      "customer_id": "CUST-0022",
      "date": "2026-02-10",
      "source": "help",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "",
      "effort_score": "7",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "API webhook configuration failing after documentation update",
      "quote": "The new docs don't match the error I'm seeing.",
      "source_record_id": "HELP-2026-02-0029",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0050",
      "customer_id": "CUST-1549",
      "date": "2026-02-10",
      "source": "help",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "API webhook configuration failing after documentation update",
      "quote": "The new docs don't match the error I'm seeing.",
      "source_record_id": "HELP-2026-02-0050",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0009",
      "customer_id": "CUST-0026",
      "date": "2026-02-10",
      "source": "portal",
      "category": "portal/settlements",
      "status": "responded",
      "outcome": "5",
      "effort_score": "",
      "rating": "5",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Settlement status page is very clear. Easy to find and understand.",
      "quote": "Settlement status page is very clear. Easy to find and understand.",
      "source_record_id": "OD-2026-02-0009",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0018",
      "customer_id": "CUST-2517",
      "date": "2026-02-10",
      "source": "portal",
      "category": "portal/document-upload",
      "status": "responded",
      "outcome": "4",
      "effort_score": "",
      "rating": "4",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0018",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0019",
      "customer_id": "CUST-0006",
      "date": "2026-02-10",
      "source": "portal",
      "category": "portal/document-upload",
      "status": "responded",
      "outcome": "3",
      "effort_score": "",
      "rating": "3",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0019",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0036",
      "customer_id": "CUST-3035",
      "date": "2026-02-10",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "detractor",
      "effort_score": "6",
      "rating": "",
      "nps_score": "5",
      "csat_score": "1",
      "flag": "",
      "detail": "Onboarding took far longer than expected due to webhook documentation issues.",
      "quote": "Onboarding took far longer than expected due to webhook documentation issues.",
      "source_record_id": "SUR-2026-02-0036",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0033",
      "customer_id": "CUST-0031",
      "date": "2026-02-11",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "1",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0033",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0044",
      "customer_id": "CUST-1043",
      "date": "2026-02-11",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "7",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0044",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0048",
      "customer_id": "CUST-1047",
      "date": "2026-02-11",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0048",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0022",
      "customer_id": "CUST-2521",
      "date": "2026-02-11",
      "source": "portal",
      "category": "portal/onboarding",
      "status": "responded",
      "outcome": "1",
      "effort_score": "",
      "rating": "1",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "The webhook setup guide is out of date. The steps don't match what I see in the dashboard.",
      "quote": "The webhook setup guide is out of date. The steps don't match what I see in the dashboard.",
      "source_record_id": "OD-2026-02-0022",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0008",
      "customer_id": "CUST-3007",
      "date": "2026-02-11",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "detractor",
      "effort_score": "7",
      "rating": "",
      "nps_score": "4",
      "csat_score": "3",
      "flag": "",
      "detail": "Onboarding took far longer than expected due to webhook documentation issues.",
      "quote": "Onboarding took far longer than expected due to webhook documentation issues.",
      "source_record_id": "SUR-2026-02-0008",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0025",
      "customer_id": "CUST-0041",
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      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
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      "source_record_id": "SUR-2026-02-0025",
      "source_table": "feedback-survey",
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    },
    {
      "id": "CALL-2026-02-0007",
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      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Reset failed during call; transferred to tier 2",
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      "source_record_id": "CALL-2026-02-0007",
      "source_table": "cases-phone",
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    },
    {
      "id": "CHAT-2026-02-0021",
      "customer_id": "CUST-0011",
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      "outcome": "neutral",
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      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Charge description unclear on statement; agent clarified",
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      "source_table": "cases-chat",
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      "domain": "service-experience",
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    },
    {
      "id": "CHAT-2026-02-0034",
      "customer_id": "CUST-1033",
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      "outcome": "positive",
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      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
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      "source_record_id": "CHAT-2026-02-0034",
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    },
    {
      "id": "CHAT-2026-02-0037",
      "customer_id": "CUST-0019",
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      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
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      "source_record_id": "CHAT-2026-02-0037",
      "source_table": "cases-chat",
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    },
    {
      "id": "HELP-2026-02-0010",
      "customer_id": "CUST-1509",
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      "source": "help",
      "category": "settlement",
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      "outcome": "",
      "effort_score": "3",
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      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
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      "source_record_id": "HELP-2026-02-0010",
      "source_table": "cases-help",
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    },
    {
      "id": "HELP-2026-02-0016",
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      "effort_score": "3",
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      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
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      "source_record_id": "HELP-2026-02-0016",
      "source_table": "cases-help",
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      "domain": "service-experience",
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    },
    {
      "id": "HELP-2026-02-0052",
      "customer_id": "CUST-1551",
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      "source": "help",
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      "outcome": "",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
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      "source_record_id": "HELP-2026-02-0052",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
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    },
    {
      "id": "HELP-2026-02-0060",
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      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
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      "source_record_id": "HELP-2026-02-0060",
      "source_table": "cases-help",
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      "domain": "service-experience",
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    },
    {
      "id": "CALL-2026-02-0011",
      "customer_id": "CUST-0045",
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      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
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      "source_record_id": "CALL-2026-02-0011",
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    },
    {
      "id": "CHAT-2026-02-0025",
      "customer_id": "CUST-0013",
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      "outcome": "positive",
      "effort_score": "1",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
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      "source_record_id": "CHAT-2026-02-0025",
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      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0028",
      "customer_id": "CUST-1027",
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      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Charge description unclear on statement; agent clarified",
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      "source_record_id": "CHAT-2026-02-0028",
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    },
    {
      "id": "CHAT-2026-02-0060",
      "customer_id": "CUST-1059",
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      "source": "chat",
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      "outcome": "positive",
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      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
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      "source_record_id": "CHAT-2026-02-0060",
      "source_table": "cases-chat",
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      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0062",
      "customer_id": "CUST-1061",
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      "source": "chat",
      "category": "settlement status",
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      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
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      "source_record_id": "CHAT-2026-02-0062",
      "source_table": "cases-chat",
      "period": "2026-02",
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      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0001",
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      "outcome": "",
      "effort_score": "7",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "API webhook configuration failing after documentation update",
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      "source_record_id": "HELP-2026-02-0001",
      "source_table": "cases-help",
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    },
    {
      "id": "HELP-2026-02-0025",
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      "category": "authentication",
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      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
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      "source_record_id": "HELP-2026-02-0025",
      "source_table": "cases-help",
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    },
    {
      "id": "HELP-2026-02-0053",
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      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
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      "source_record_id": "HELP-2026-02-0053",
      "source_table": "cases-help",
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    },
    {
      "id": "OD-2026-02-0035",
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      "outcome": "2",
      "effort_score": "",
      "rating": "2",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "I cannot find an explanation for platform fees anywhere on this page.",
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      "source_record_id": "OD-2026-02-0035",
      "source_table": "feedback-ondemand",
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      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0011",
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      "effort_score": "4",
      "rating": "",
      "nps_score": "8",
      "csat_score": "4",
      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
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      "source_record_id": "SUR-2026-02-0011",
      "source_table": "feedback-survey",
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      "domain": "service-experience",
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    },
    {
      "id": "SUR-2026-02-0037",
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      "status": "responded",
      "outcome": "promoter",
      "effort_score": "2",
      "rating": "",
      "nps_score": "9",
      "csat_score": "5",
      "flag": "",
      "detail": "Settlement visibility has improved significantly. Love the status page.",
      "quote": "Settlement visibility has improved significantly. Love the status page.",
      "source_record_id": "SUR-2026-02-0037",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0037",
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      "category": "billing",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Clarified platform fee breakdown for customer",
      "quote": "Thank you for taking the time to explain.",
      "source_record_id": "CALL-2026-02-0037",
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      "period": "2026-02",
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      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0002",
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      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
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      "source_record_id": "CHAT-2026-02-0002",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
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    },
    {
      "id": "CHAT-2026-02-0013",
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      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
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      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0042",
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      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Charge description unclear on statement; agent clarified",
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      "source_table": "cases-chat",
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    },
    {
      "id": "CHAT-2026-02-0055",
      "customer_id": "CUST-0003",
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      "source": "chat",
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      "outcome": "positive",
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      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
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      "source_record_id": "CHAT-2026-02-0055",
      "source_table": "cases-chat",
      "period": "2026-02",
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      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0005",
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      "source": "help",
      "category": "authentication",
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      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
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      "source_record_id": "HELP-2026-02-0005",
      "source_table": "cases-help",
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      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0044",
      "customer_id": "CUST-1543",
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      "source": "help",
      "category": "settlement",
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      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
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      "source_record_id": "HELP-2026-02-0044",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0049",
      "customer_id": "CUST-0032",
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      "source": "help",
      "category": "billing",
      "status": "resolved",
      "outcome": "",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Invoice line item 'platform fee' not explained in documentation",
      "quote": "Please add a glossary to your billing page.",
      "source_record_id": "HELP-2026-02-0049",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0054",
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      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0054",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0033",
      "customer_id": "CUST-0038",
      "date": "2026-02-14",
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      "category": "portal/document-upload",
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      "outcome": "4",
      "effort_score": "",
      "rating": "4",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0033",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0040",
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      "source": "portal",
      "category": "portal/document-upload",
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      "outcome": "2",
      "effort_score": "",
      "rating": "2",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0040",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0004",
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      "outcome": "passive",
      "effort_score": "4",
      "rating": "",
      "nps_score": "8",
      "csat_score": "4",
      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
      "quote": "Support staff are great but the initial hold times are disappointing.",
      "source_record_id": "SUR-2026-02-0004",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0005",
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      "source": "survey",
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      "effort_score": "4",
      "rating": "",
      "nps_score": "7",
      "csat_score": "4",
      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
      "quote": "Support staff are great but the initial hold times are disappointing.",
      "source_record_id": "SUR-2026-02-0005",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0031",
      "customer_id": "CUST-0005",
      "date": "2026-02-15",
      "source": "phone",
      "category": "billing",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Clarified platform fee breakdown for customer",
      "quote": "Thank you for taking the time to explain.",
      "source_record_id": "CALL-2026-02-0031",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0010",
      "customer_id": "CUST-1009",
      "date": "2026-02-15",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0010",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0027",
      "customer_id": "CUST-0039",
      "date": "2026-02-15",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "1",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0027",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0031",
      "customer_id": "CUST-0041",
      "date": "2026-02-15",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0031",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0039",
      "customer_id": "CUST-0002",
      "date": "2026-02-15",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0039",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0005",
      "customer_id": "CUST-0024",
      "date": "2026-02-15",
      "source": "portal",
      "category": "portal/document-upload",
      "status": "responded",
      "outcome": "4",
      "effort_score": "",
      "rating": "4",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0005",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0007",
      "customer_id": "CUST-0050",
      "date": "2026-02-15",
      "source": "portal",
      "category": "portal/billing",
      "status": "responded",
      "outcome": "2",
      "effort_score": "",
      "rating": "2",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "I cannot find an explanation for platform fees anywhere on this page.",
      "quote": "I cannot find an explanation for platform fees anywhere on this page.",
      "source_record_id": "OD-2026-02-0007",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0010",
      "customer_id": "CUST-3009",
      "date": "2026-02-15",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "promoter",
      "effort_score": "1",
      "rating": "",
      "nps_score": "10",
      "csat_score": "5",
      "flag": "",
      "detail": "Settlement visibility has improved significantly. Love the status page.",
      "quote": "Settlement visibility has improved significantly. Love the status page.",
      "source_record_id": "SUR-2026-02-0010",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0030",
      "customer_id": "CUST-3029",
      "date": "2026-02-15",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "promoter",
      "effort_score": "2",
      "rating": "",
      "nps_score": "9",
      "csat_score": "5",
      "flag": "",
      "detail": "Settlement visibility has improved significantly. Love the status page.",
      "quote": "Settlement visibility has improved significantly. Love the status page.",
      "source_record_id": "SUR-2026-02-0030",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0036",
      "customer_id": "CUST-2035",
      "date": "2026-02-16",
      "source": "phone",
      "category": "onboarding",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Agent walked through webhook setup over phone step by step",
      "quote": "Would have been better if the docs were clearer.",
      "source_record_id": "CALL-2026-02-0036",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0023",
      "customer_id": "CUST-0037",
      "date": "2026-02-16",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0023",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0056",
      "customer_id": "CUST-1055",
      "date": "2026-02-16",
      "source": "chat",
      "category": "billing question",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Charge description unclear on statement; agent clarified",
      "quote": "Once you explained it made sense.",
      "source_record_id": "CHAT-2026-02-0056",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0071",
      "customer_id": "CUST-0011",
      "date": "2026-02-16",
      "source": "chat",
      "category": "password reset",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Self-service reset worked third attempt — agent monitored session",
      "quote": "It eventually worked but I nearly gave up.",
      "source_record_id": "CHAT-2026-02-0071",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0008",
      "customer_id": "CUST-1507",
      "date": "2026-02-16",
      "source": "help",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "",
      "effort_score": "7",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "API webhook configuration failing after documentation update",
      "quote": "The new docs don't match the error I'm seeing.",
      "source_record_id": "HELP-2026-02-0008",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0018",
      "customer_id": "CUST-1517",
      "date": "2026-02-16",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0018",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0043",
      "customer_id": "CUST-0004",
      "date": "2026-02-16",
      "source": "help",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "",
      "effort_score": "7",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "API webhook configuration failing after documentation update",
      "quote": "The new docs don't match the error I'm seeing.",
      "source_record_id": "HELP-2026-02-0043",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0026",
      "customer_id": "CUST-2525",
      "date": "2026-02-16",
      "source": "portal",
      "category": "portal/document-upload",
      "status": "responded",
      "outcome": "2",
      "effort_score": "",
      "rating": "2",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0026",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0032",
      "customer_id": "CUST-2531",
      "date": "2026-02-16",
      "source": "portal",
      "category": "portal/document-upload",
      "status": "responded",
      "outcome": "3",
      "effort_score": "",
      "rating": "3",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0032",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0007",
      "customer_id": "CUST-0007",
      "date": "2026-02-16",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "detractor",
      "effort_score": "4",
      "rating": "",
      "nps_score": "5",
      "csat_score": "4",
      "flag": "",
      "detail": "Billing terminology is still too technical. Needs a glossary.",
      "quote": "Billing terminology is still too technical. Needs a glossary.",
      "source_record_id": "SUR-2026-02-0007",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0015",
      "customer_id": "CUST-0011",
      "date": "2026-02-16",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "detractor",
      "effort_score": "6",
      "rating": "",
      "nps_score": "4",
      "csat_score": "3",
      "flag": "",
      "detail": "Onboarding took far longer than expected due to webhook documentation issues.",
      "quote": "Onboarding took far longer than expected due to webhook documentation issues.",
      "source_record_id": "SUR-2026-02-0015",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0023",
      "customer_id": "CUST-0015",
      "date": "2026-02-16",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "promoter",
      "effort_score": "1",
      "rating": "",
      "nps_score": "9",
      "csat_score": "5",
      "flag": "",
      "detail": "Settlement visibility has improved significantly. Love the status page.",
      "quote": "Settlement visibility has improved significantly. Love the status page.",
      "source_record_id": "SUR-2026-02-0023",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0009",
      "customer_id": "CUST-0019",
      "date": "2026-02-17",
      "source": "phone",
      "category": "billing",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Clarified platform fee breakdown for customer",
      "quote": "Thank you for taking the time to explain.",
      "source_record_id": "CALL-2026-02-0009",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0003",
      "customer_id": "CUST-0027",
      "date": "2026-02-17",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0003",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0032",
      "customer_id": "CUST-1031",
      "date": "2026-02-17",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0032",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0049",
      "customer_id": "CUST-0025",
      "date": "2026-02-17",
      "source": "chat",
      "category": "billing question",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Charge description unclear on statement; agent clarified",
      "quote": "Once you explained it made sense.",
      "source_record_id": "CHAT-2026-02-0049",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0064",
      "customer_id": "CUST-1063",
      "date": "2026-02-17",
      "source": "chat",
      "category": "password reset",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Self-service reset worked third attempt — agent monitored session",
      "quote": "It eventually worked but I nearly gave up.",
      "source_record_id": "CHAT-2026-02-0064",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0007",
      "customer_id": "CUST-0036",
      "date": "2026-02-17",
      "source": "help",
      "category": "billing",
      "status": "resolved",
      "outcome": "",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Invoice line item 'platform fee' not explained in documentation",
      "quote": "Please add a glossary to your billing page.",
      "source_record_id": "HELP-2026-02-0007",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0013",
      "customer_id": "CUST-0014",
      "date": "2026-02-17",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0013",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0024",
      "customer_id": "CUST-1523",
      "date": "2026-02-17",
      "source": "help",
      "category": "settlement",
      "status": "resolved",
      "outcome": "",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
      "quote": "Once explained it made complete sense.",
      "source_record_id": "HELP-2026-02-0024",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0003",
      "customer_id": "CUST-0048",
      "date": "2026-02-17",
      "source": "portal",
      "category": "portal/settlements",
      "status": "responded",
      "outcome": "5",
      "effort_score": "",
      "rating": "5",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Settlement status page is very clear. Easy to find and understand.",
      "quote": "Settlement status page is very clear. Easy to find and understand.",
      "source_record_id": "OD-2026-02-0003",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0025",
      "customer_id": "CUST-0034",
      "date": "2026-02-17",
      "source": "portal",
      "category": "portal/document-upload",
      "status": "responded",
      "outcome": "4",
      "effort_score": "",
      "rating": "4",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0025",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0045",
      "customer_id": "CUST-0044",
      "date": "2026-02-17",
      "source": "portal",
      "category": "portal/settlements",
      "status": "responded",
      "outcome": "5",
      "effort_score": "",
      "rating": "5",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Settlement status page is very clear. Easy to find and understand.",
      "quote": "Settlement status page is very clear. Easy to find and understand.",
      "source_record_id": "OD-2026-02-0045",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0016",
      "customer_id": "CUST-3015",
      "date": "2026-02-17",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "promoter",
      "effort_score": "2",
      "rating": "",
      "nps_score": "9",
      "csat_score": "4",
      "flag": "",
      "detail": "Settlement visibility has improved significantly. Love the status page.",
      "quote": "Settlement visibility has improved significantly. Love the status page.",
      "source_record_id": "SUR-2026-02-0016",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0026",
      "customer_id": "CUST-3025",
      "date": "2026-02-17",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "passive",
      "effort_score": "4",
      "rating": "",
      "nps_score": "7",
      "csat_score": "5",
      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
      "quote": "Support staff are great but the initial hold times are disappointing.",
      "source_record_id": "SUR-2026-02-0026",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0012",
      "customer_id": "CUST-2011",
      "date": "2026-02-18",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0012",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0014",
      "customer_id": "CUST-2013",
      "date": "2026-02-18",
      "source": "phone",
      "category": "password reset",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Reset failed during call; transferred to tier 2",
      "quote": "I've now spent an hour on this.",
      "source_record_id": "CALL-2026-02-0014",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0019",
      "customer_id": "CUST-0049",
      "date": "2026-02-18",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0019",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0020",
      "customer_id": "CUST-2019",
      "date": "2026-02-18",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0020",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0032",
      "customer_id": "CUST-2031",
      "date": "2026-02-18",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "1",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0032",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0040",
      "customer_id": "CUST-1039",
      "date": "2026-02-18",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0040",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0073",
      "customer_id": "CUST-0037",
      "date": "2026-02-18",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0073",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0001",
      "customer_id": "CUST-0022",
      "date": "2026-02-18",
      "source": "portal",
      "category": "portal/onboarding",
      "status": "responded",
      "outcome": "1",
      "effort_score": "",
      "rating": "1",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "The webhook setup guide is out of date. The steps don't match what I see in the dashboard.",
      "quote": "The webhook setup guide is out of date. The steps don't match what I see in the dashboard.",
      "source_record_id": "OD-2026-02-0001",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0016",
      "customer_id": "CUST-2515",
      "date": "2026-02-18",
      "source": "portal",
      "category": "portal/settlements",
      "status": "responded",
      "outcome": "5",
      "effort_score": "",
      "rating": "5",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Settlement status page is very clear. Easy to find and understand.",
      "quote": "Settlement status page is very clear. Easy to find and understand.",
      "source_record_id": "OD-2026-02-0016",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0017",
      "customer_id": "CUST-0030",
      "date": "2026-02-18",
      "source": "portal",
      "category": "portal/settlements",
      "status": "responded",
      "outcome": "4",
      "effort_score": "",
      "rating": "4",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Settlement status page is very clear. Easy to find and understand.",
      "quote": "Settlement status page is very clear. Easy to find and understand.",
      "source_record_id": "OD-2026-02-0017",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0030",
      "customer_id": "CUST-2529",
      "date": "2026-02-18",
      "source": "portal",
      "category": "portal/settlements",
      "status": "responded",
      "outcome": "5",
      "effort_score": "",
      "rating": "5",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Settlement status page is very clear. Easy to find and understand.",
      "quote": "Settlement status page is very clear. Easy to find and understand.",
      "source_record_id": "OD-2026-02-0030",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0017",
      "customer_id": "CUST-0037",
      "date": "2026-02-18",
      "source": "survey",
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      "status": "responded",
      "outcome": "passive",
      "effort_score": "1",
      "rating": "",
      "nps_score": "8",
      "csat_score": "5",
      "flag": "",
      "detail": "Settlement visibility has improved significantly. Love the status page.",
      "quote": "Settlement visibility has improved significantly. Love the status page.",
      "source_record_id": "SUR-2026-02-0017",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0026",
      "customer_id": "CUST-1525",
      "date": "2026-02-19",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0026",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0037",
      "customer_id": "CUST-0026",
      "date": "2026-02-19",
      "source": "help",
      "category": "settlement",
      "status": "resolved",
      "outcome": "",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
      "quote": "Once explained it made complete sense.",
      "source_record_id": "HELP-2026-02-0037",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0046",
      "customer_id": "CUST-1545",
      "date": "2026-02-19",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0046",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0062",
      "customer_id": "CUST-1561",
      "date": "2026-02-19",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0062",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0013",
      "customer_id": "CUST-0028",
      "date": "2026-02-19",
      "source": "portal",
      "category": "portal/document-upload",
      "status": "responded",
      "outcome": "3",
      "effort_score": "",
      "rating": "3",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0013",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0009",
      "customer_id": "CUST-0033",
      "date": "2026-02-19",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "promoter",
      "effort_score": "2",
      "rating": "",
      "nps_score": "9",
      "csat_score": "4",
      "flag": "",
      "detail": "Settlement visibility has improved significantly. Love the status page.",
      "quote": "Settlement visibility has improved significantly. Love the status page.",
      "source_record_id": "SUR-2026-02-0009",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0024",
      "customer_id": "CUST-3023",
      "date": "2026-02-19",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "promoter",
      "effort_score": "1",
      "rating": "",
      "nps_score": "9",
      "csat_score": "5",
      "flag": "",
      "detail": "Settlement visibility has improved significantly. Love the status page.",
      "quote": "Settlement visibility has improved significantly. Love the status page.",
      "source_record_id": "SUR-2026-02-0024",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0039",
      "customer_id": "CUST-0023",
      "date": "2026-02-19",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "passive",
      "effort_score": "5",
      "rating": "",
      "nps_score": "7",
      "csat_score": "4",
      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
      "quote": "Support staff are great but the initial hold times are disappointing.",
      "source_record_id": "SUR-2026-02-0039",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0040",
      "customer_id": "CUST-3039",
      "date": "2026-02-19",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "passive",
      "effort_score": "5",
      "rating": "",
      "nps_score": "7",
      "csat_score": "3",
      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
      "quote": "Support staff are great but the initial hold times are disappointing.",
      "source_record_id": "SUR-2026-02-0040",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0003",
      "customer_id": "CUST-0041",
      "date": "2026-02-20",
      "source": "phone",
      "category": "billing",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Clarified platform fee breakdown for customer",
      "quote": "Thank you for taking the time to explain.",
      "source_record_id": "CALL-2026-02-0003",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0024",
      "customer_id": "CUST-2023",
      "date": "2026-02-20",
      "source": "phone",
      "category": "billing",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Clarified platform fee breakdown for customer",
      "quote": "Thank you for taking the time to explain.",
      "source_record_id": "CALL-2026-02-0024",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0044",
      "customer_id": "CUST-2043",
      "date": "2026-02-20",
      "source": "phone",
      "category": "billing",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Clarified platform fee breakdown for customer",
      "quote": "Thank you for taking the time to explain.",
      "source_record_id": "CALL-2026-02-0044",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0011",
      "customer_id": "CUST-0031",
      "date": "2026-02-20",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "1",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0011",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0019",
      "customer_id": "CUST-0035",
      "date": "2026-02-20",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0019",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0050",
      "customer_id": "CUST-1049",
      "date": "2026-02-20",
      "source": "chat",
      "category": "password reset",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Self-service reset worked third attempt — agent monitored session",
      "quote": "It eventually worked but I nearly gave up.",
      "source_record_id": "CHAT-2026-02-0050",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0027",
      "customer_id": "CUST-0046",
      "date": "2026-02-20",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0027",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0035",
      "customer_id": "CUST-0007",
      "date": "2026-02-21",
      "source": "phone",
      "category": "password reset",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Reset failed during call; transferred to tier 2",
      "quote": "I've now spent an hour on this.",
      "source_record_id": "CALL-2026-02-0035",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0007",
      "customer_id": "CUST-0029",
      "date": "2026-02-21",
      "source": "chat",
      "category": "billing question",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Charge description unclear on statement; agent clarified",
      "quote": "Once you explained it made sense.",
      "source_record_id": "CHAT-2026-02-0007",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0022",
      "customer_id": "CUST-1021",
      "date": "2026-02-21",
      "source": "chat",
      "category": "password reset",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Self-service reset worked third attempt — agent monitored session",
      "quote": "It eventually worked but I nearly gave up.",
      "source_record_id": "CHAT-2026-02-0022",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0054",
      "customer_id": "CUST-1053",
      "date": "2026-02-21",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0054",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0057",
      "customer_id": "CUST-0029",
      "date": "2026-02-21",
      "source": "chat",
      "category": "password reset",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Self-service reset worked third attempt — agent monitored session",
      "quote": "It eventually worked but I nearly gave up.",
      "source_record_id": "CHAT-2026-02-0057",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0021",
      "customer_id": "CUST-0018",
      "date": "2026-02-21",
      "source": "help",
      "category": "billing",
      "status": "resolved",
      "outcome": "",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Invoice line item 'platform fee' not explained in documentation",
      "quote": "Please add a glossary to your billing page.",
      "source_record_id": "HELP-2026-02-0021",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0023",
      "customer_id": "CUST-0008",
      "date": "2026-02-21",
      "source": "portal",
      "category": "portal/settlements",
      "status": "responded",
      "outcome": "4",
      "effort_score": "",
      "rating": "4",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Settlement status page is very clear. Easy to find and understand.",
      "quote": "Settlement status page is very clear. Easy to find and understand.",
      "source_record_id": "OD-2026-02-0023",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0034",
      "customer_id": "CUST-2533",
      "date": "2026-02-21",
      "source": "portal",
      "category": "portal/document-upload",
      "status": "responded",
      "outcome": "3",
      "effort_score": "",
      "rating": "3",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0034",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0041",
      "customer_id": "CUST-0042",
      "date": "2026-02-21",
      "source": "portal",
      "category": "portal/document-upload",
      "status": "responded",
      "outcome": "2",
      "effort_score": "",
      "rating": "2",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0041",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0022",
      "customer_id": "CUST-3021",
      "date": "2026-02-21",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "detractor",
      "effort_score": "6",
      "rating": "",
      "nps_score": "6",
      "csat_score": "1",
      "flag": "",
      "detail": "Onboarding took far longer than expected due to webhook documentation issues.",
      "quote": "Onboarding took far longer than expected due to webhook documentation issues.",
      "source_record_id": "SUR-2026-02-0022",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0013",
      "customer_id": "CUST-0021",
      "date": "2026-02-22",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0013",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0030",
      "customer_id": "CUST-2029",
      "date": "2026-02-22",
      "source": "phone",
      "category": "billing",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Clarified platform fee breakdown for customer",
      "quote": "Thank you for taking the time to explain.",
      "source_record_id": "CALL-2026-02-0030",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0005",
      "customer_id": "CUST-0003",
      "date": "2026-02-22",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0005",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0030",
      "customer_id": "CUST-1029",
      "date": "2026-02-22",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "7",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0030",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0046",
      "customer_id": "CUST-1045",
      "date": "2026-02-22",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0046",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0068",
      "customer_id": "CUST-1067",
      "date": "2026-02-22",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0068",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0069",
      "customer_id": "CUST-0035",
      "date": "2026-02-22",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0069",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0006",
      "customer_id": "CUST-2505",
      "date": "2026-02-22",
      "source": "portal",
      "category": "portal/document-upload",
      "status": "responded",
      "outcome": "3",
      "effort_score": "",
      "rating": "3",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0006",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0031",
      "customer_id": "CUST-0012",
      "date": "2026-02-22",
      "source": "portal",
      "category": "portal/settlements",
      "status": "responded",
      "outcome": "5",
      "effort_score": "",
      "rating": "5",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Settlement status page is very clear. Easy to find and understand.",
      "quote": "Settlement status page is very clear. Easy to find and understand.",
      "source_record_id": "OD-2026-02-0031",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0044",
      "customer_id": "CUST-2543",
      "date": "2026-02-22",
      "source": "portal",
      "category": "portal/settlements",
      "status": "responded",
      "outcome": "5",
      "effort_score": "",
      "rating": "5",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Settlement status page is very clear. Easy to find and understand.",
      "quote": "Settlement status page is very clear. Easy to find and understand.",
      "source_record_id": "OD-2026-02-0044",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0001",
      "customer_id": "CUST-0015",
      "date": "2026-02-23",
      "source": "phone",
      "category": "onboarding",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Agent walked through webhook setup over phone step by step",
      "quote": "Would have been better if the docs were clearer.",
      "source_record_id": "CALL-2026-02-0001",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0028",
      "customer_id": "CUST-2027",
      "date": "2026-02-23",
      "source": "phone",
      "category": "password reset",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Reset failed during call; transferred to tier 2",
      "quote": "I've now spent an hour on this.",
      "source_record_id": "CALL-2026-02-0028",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0004",
      "customer_id": "CUST-1003",
      "date": "2026-02-23",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "1",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0004",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0024",
      "customer_id": "CUST-1023",
      "date": "2026-02-23",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0024",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0045",
      "customer_id": "CUST-0023",
      "date": "2026-02-23",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0045",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0063",
      "customer_id": "CUST-0007",
      "date": "2026-02-23",
      "source": "chat",
      "category": "billing question",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Charge description unclear on statement; agent clarified",
      "quote": "Once you explained it made sense.",
      "source_record_id": "CHAT-2026-02-0063",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0004",
      "customer_id": "CUST-1503",
      "date": "2026-02-23",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0004",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0042",
      "customer_id": "CUST-1541",
      "date": "2026-02-23",
      "source": "help",
      "category": "billing",
      "status": "resolved",
      "outcome": "",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Invoice line item 'platform fee' not explained in documentation",
      "quote": "Please add a glossary to your billing page.",
      "source_record_id": "HELP-2026-02-0042",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0045",
      "customer_id": "CUST-0030",
      "date": "2026-02-23",
      "source": "help",
      "category": "settlement",
      "status": "resolved",
      "outcome": "",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
      "quote": "Once explained it made complete sense.",
      "source_record_id": "HELP-2026-02-0045",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0027",
      "customer_id": "CUST-0010",
      "date": "2026-02-23",
      "source": "portal",
      "category": "portal/document-upload",
      "status": "responded",
      "outcome": "3",
      "effort_score": "",
      "rating": "3",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0027",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0020",
      "customer_id": "CUST-3019",
      "date": "2026-02-23",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "detractor",
      "effort_score": "4",
      "rating": "",
      "nps_score": "6",
      "csat_score": "5",
      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
      "quote": "Support staff are great but the initial hold times are disappointing.",
      "source_record_id": "SUR-2026-02-0020",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0004",
      "customer_id": "CUST-2503",
      "date": "2026-02-24",
      "source": "portal",
      "category": "portal/document-upload",
      "status": "responded",
      "outcome": "3",
      "effort_score": "",
      "rating": "3",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0004",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0015",
      "customer_id": "CUST-0004",
      "date": "2026-02-24",
      "source": "portal",
      "category": "portal/onboarding",
      "status": "responded",
      "outcome": "1",
      "effort_score": "",
      "rating": "1",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "The webhook setup guide is out of date. The steps don't match what I see in the dashboard.",
      "quote": "The webhook setup guide is out of date. The steps don't match what I see in the dashboard.",
      "source_record_id": "OD-2026-02-0015",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0042",
      "customer_id": "CUST-2541",
      "date": "2026-02-24",
      "source": "portal",
      "category": "portal/billing",
      "status": "responded",
      "outcome": "2",
      "effort_score": "",
      "rating": "2",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "I cannot find an explanation for platform fees anywhere on this page.",
      "quote": "I cannot find an explanation for platform fees anywhere on this page.",
      "source_record_id": "OD-2026-02-0042",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0004",
      "customer_id": "CUST-2003",
      "date": "2026-02-25",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0004",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0006",
      "customer_id": "CUST-2005",
      "date": "2026-02-25",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0006",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0008",
      "customer_id": "CUST-2007",
      "date": "2026-02-25",
      "source": "phone",
      "category": "onboarding",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Agent walked through webhook setup over phone step by step",
      "quote": "Would have been better if the docs were clearer.",
      "source_record_id": "CALL-2026-02-0008",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0039",
      "customer_id": "CUST-0009",
      "date": "2026-02-25",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0039",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0042",
      "customer_id": "CUST-2041",
      "date": "2026-02-25",
      "source": "phone",
      "category": "password reset",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Reset failed during call; transferred to tier 2",
      "quote": "I've now spent an hour on this.",
      "source_record_id": "CALL-2026-02-0042",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0017",
      "customer_id": "CUST-0009",
      "date": "2026-02-25",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0017",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0041",
      "customer_id": "CUST-0021",
      "date": "2026-02-25",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "1",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0041",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0031",
      "customer_id": "CUST-0048",
      "date": "2026-02-25",
      "source": "help",
      "category": "settlement",
      "status": "resolved",
      "outcome": "",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Customer needed settlement timeline clarification",
      "quote": "Once explained it made complete sense.",
      "source_record_id": "HELP-2026-02-0031",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0020",
      "customer_id": "CUST-2519",
      "date": "2026-02-25",
      "source": "portal",
      "category": "portal/document-upload",
      "status": "responded",
      "outcome": "3",
      "effort_score": "",
      "rating": "3",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0020",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0021",
      "customer_id": "CUST-0032",
      "date": "2026-02-25",
      "source": "portal",
      "category": "portal/billing",
      "status": "responded",
      "outcome": "2",
      "effort_score": "",
      "rating": "2",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "I cannot find an explanation for platform fees anywhere on this page.",
      "quote": "I cannot find an explanation for platform fees anywhere on this page.",
      "source_record_id": "OD-2026-02-0021",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0018",
      "customer_id": "CUST-3017",
      "date": "2026-02-25",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "passive",
      "effort_score": "4",
      "rating": "",
      "nps_score": "7",
      "csat_score": "4",
      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
      "quote": "Support staff are great but the initial hold times are disappointing.",
      "source_record_id": "SUR-2026-02-0018",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0018",
      "customer_id": "CUST-1017",
      "date": "2026-02-26",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "1",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0018",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0020",
      "customer_id": "CUST-1019",
      "date": "2026-02-26",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0020",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0047",
      "customer_id": "CUST-0049",
      "date": "2026-02-26",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0047",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0019",
      "customer_id": "CUST-0042",
      "date": "2026-02-26",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0019",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0033",
      "customer_id": "CUST-0024",
      "date": "2026-02-26",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0033",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0002",
      "customer_id": "CUST-2501",
      "date": "2026-02-26",
      "source": "portal",
      "category": "portal/settlements",
      "status": "responded",
      "outcome": "5",
      "effort_score": "",
      "rating": "5",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Settlement status page is very clear. Easy to find and understand.",
      "quote": "Settlement status page is very clear. Easy to find and understand.",
      "source_record_id": "OD-2026-02-0002",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0039",
      "customer_id": "CUST-0016",
      "date": "2026-02-26",
      "source": "portal",
      "category": "portal/document-upload",
      "status": "responded",
      "outcome": "4",
      "effort_score": "",
      "rating": "4",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "quote": "Upload worked but feedback was delayed by 30 seconds. I wasn't sure if it had completed.",
      "source_record_id": "OD-2026-02-0039",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0026",
      "customer_id": "CUST-2025",
      "date": "2026-02-27",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "1",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0026",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0038",
      "customer_id": "CUST-2037",
      "date": "2026-02-27",
      "source": "phone",
      "category": "billing",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Clarified platform fee breakdown for customer",
      "quote": "Thank you for taking the time to explain.",
      "source_record_id": "CALL-2026-02-0038",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0012",
      "customer_id": "CUST-1511",
      "date": "2026-02-27",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0012",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0040",
      "customer_id": "CUST-1539",
      "date": "2026-02-27",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0040",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0055",
      "customer_id": "CUST-0010",
      "date": "2026-02-27",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "5",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0055",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0061",
      "customer_id": "CUST-0038",
      "date": "2026-02-27",
      "source": "help",
      "category": "authentication",
      "status": "resolved",
      "outcome": "",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "MFA device change required manual agent intervention",
      "quote": "I lost access for two days before it was fixed.",
      "source_record_id": "HELP-2026-02-0061",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "OD-2026-02-0043",
      "customer_id": "CUST-0018",
      "date": "2026-02-27",
      "source": "portal",
      "category": "portal/onboarding",
      "status": "responded",
      "outcome": "1",
      "effort_score": "",
      "rating": "1",
      "nps_score": "",
      "csat_score": "",
      "flag": "",
      "detail": "The webhook setup guide is out of date. The steps don't match what I see in the dashboard.",
      "quote": "The webhook setup guide is out of date. The steps don't match what I see in the dashboard.",
      "source_record_id": "OD-2026-02-0043",
      "source_table": "feedback-ondemand",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0006",
      "customer_id": "CUST-3005",
      "date": "2026-02-27",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "detractor",
      "effort_score": "4",
      "rating": "",
      "nps_score": "6",
      "csat_score": "4",
      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
      "quote": "Support staff are great but the initial hold times are disappointing.",
      "source_record_id": "SUR-2026-02-0006",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0014",
      "customer_id": "CUST-3013",
      "date": "2026-02-27",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "detractor",
      "effort_score": "5",
      "rating": "",
      "nps_score": "6",
      "csat_score": "2",
      "flag": "",
      "detail": "Billing terminology is still too technical. Needs a glossary.",
      "quote": "Billing terminology is still too technical. Needs a glossary.",
      "source_record_id": "SUR-2026-02-0014",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0019",
      "customer_id": "CUST-0013",
      "date": "2026-02-27",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "passive",
      "effort_score": "4",
      "rating": "",
      "nps_score": "7",
      "csat_score": "4",
      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
      "quote": "Support staff are great but the initial hold times are disappointing.",
      "source_record_id": "SUR-2026-02-0019",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0002",
      "customer_id": "CUST-2001",
      "date": "2026-02-28",
      "source": "phone",
      "category": "billing",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "3",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Clarified platform fee breakdown for customer",
      "quote": "Thank you for taking the time to explain.",
      "source_record_id": "CALL-2026-02-0002",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0021",
      "customer_id": "CUST-0025",
      "date": "2026-02-28",
      "source": "phone",
      "category": "password reset",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "7",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Reset failed during call; transferred to tier 2",
      "quote": "I've now spent an hour on this.",
      "source_record_id": "CALL-2026-02-0021",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0027",
      "customer_id": "CUST-0003",
      "date": "2026-02-28",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0027",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CALL-2026-02-0047",
      "customer_id": "CUST-0013",
      "date": "2026-02-28",
      "source": "phone",
      "category": "service status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Settlement confirmed immediately; customer happy",
      "quote": "Quick and helpful.",
      "source_record_id": "CALL-2026-02-0047",
      "source_table": "cases-phone",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0008",
      "customer_id": "CUST-1007",
      "date": "2026-02-28",
      "source": "chat",
      "category": "password reset",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Self-service reset worked third attempt — agent monitored session",
      "quote": "It eventually worked but I nearly gave up.",
      "source_record_id": "CHAT-2026-02-0008",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0014",
      "customer_id": "CUST-1013",
      "date": "2026-02-28",
      "source": "chat",
      "category": "billing question",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "content",
      "detail": "Charge description unclear on statement; agent clarified",
      "quote": "Once you explained it made sense.",
      "source_record_id": "CHAT-2026-02-0014",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0015",
      "customer_id": "CUST-0033",
      "date": "2026-02-28",
      "source": "chat",
      "category": "password reset",
      "status": "resolved",
      "outcome": "neutral",
      "effort_score": "4",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "authentication",
      "detail": "Self-service reset worked third attempt — agent monitored session",
      "quote": "It eventually worked but I nearly gave up.",
      "source_record_id": "CHAT-2026-02-0015",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0016",
      "customer_id": "CUST-1015",
      "date": "2026-02-28",
      "source": "chat",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "negative",
      "effort_score": "6",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "Webhook setup steps not matching updated API documentation",
      "quote": "I followed the docs exactly and it still failed.",
      "source_record_id": "CHAT-2026-02-0016",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0039",
      "customer_id": "CUST-0045",
      "date": "2026-02-28",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "2",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0039",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "CHAT-2026-02-0075",
      "customer_id": "CUST-0013",
      "date": "2026-02-28",
      "source": "chat",
      "category": "settlement status",
      "status": "resolved",
      "outcome": "positive",
      "effort_score": "1",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "none",
      "detail": "Agent provided proactive settlement update mid-chat",
      "quote": "That was exactly what I needed to know.",
      "source_record_id": "CHAT-2026-02-0075",
      "source_table": "cases-chat",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "HELP-2026-02-0022",
      "customer_id": "CUST-1521",
      "date": "2026-02-28",
      "source": "help",
      "category": "onboarding",
      "status": "unresolved",
      "outcome": "",
      "effort_score": "7",
      "rating": "",
      "nps_score": "",
      "csat_score": "",
      "flag": "navigation",
      "detail": "API webhook configuration failing after documentation update",
      "quote": "The new docs don't match the error I'm seeing.",
      "source_record_id": "HELP-2026-02-0022",
      "source_table": "cases-help",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0034",
      "customer_id": "CUST-3033",
      "date": "2026-02-28",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "detractor",
      "effort_score": "4",
      "rating": "",
      "nps_score": "6",
      "csat_score": "3",
      "flag": "",
      "detail": "Support staff are great but the initial hold times are disappointing.",
      "quote": "Support staff are great but the initial hold times are disappointing.",
      "source_record_id": "SUR-2026-02-0034",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    },
    {
      "id": "SUR-2026-02-0038",
      "customer_id": "CUST-3037",
      "date": "2026-02-28",
      "source": "survey",
      "category": "monthly-nps",
      "status": "responded",
      "outcome": "promoter",
      "effort_score": "2",
      "rating": "",
      "nps_score": "9",
      "csat_score": "5",
      "flag": "",
      "detail": "Settlement visibility has improved significantly. Love the status page.",
      "quote": "Settlement visibility has improved significantly. Love the status page.",
      "source_record_id": "SUR-2026-02-0038",
      "source_table": "feedback-survey",
      "period": "2026-02",
      "domain": "service-experience",
      "synthetic": "true"
    }
  ]
}