{
  "schema_version": "1.0",
  "table": "cases-chat",
  "period": "2026-02",
  "synthetic": true,
  "records": [
    {
      "case_id": "CHAT-2026-02-0001",
      "date": "2026-02-09",
      "contact_reason": "password reset",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "5",
      "friction_type": "authentication",
      "summary": "Self-service reset worked third attempt — agent monitored session",
      "customer_quote": "It eventually worked but I nearly gave up.",
      "customer_id": "CUST-0001",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0002",
      "date": "2026-02-14",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "6",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-1001",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0003",
      "date": "2026-02-17",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "6",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-0027",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0004",
      "date": "2026-02-23",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "1",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-1003",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0005",
      "date": "2026-02-22",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-0003",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0006",
      "date": "2026-02-09",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "3",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-1005",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0007",
      "date": "2026-02-21",
      "contact_reason": "billing question",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "4",
      "friction_type": "content",
      "summary": "Charge description unclear on statement; agent clarified",
      "customer_quote": "Once you explained it made sense.",
      "customer_id": "CUST-0029",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0008",
      "date": "2026-02-28",
      "contact_reason": "password reset",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "4",
      "friction_type": "authentication",
      "summary": "Self-service reset worked third attempt — agent monitored session",
      "customer_quote": "It eventually worked but I nearly gave up.",
      "customer_id": "CUST-1007",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0009",
      "date": "2026-02-07",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "6",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-0005",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0010",
      "date": "2026-02-15",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "6",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-1009",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0011",
      "date": "2026-02-20",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "1",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-0031",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0012",
      "date": "2026-02-09",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-1011",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0013",
      "date": "2026-02-14",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-0007",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0014",
      "date": "2026-02-28",
      "contact_reason": "billing question",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "4",
      "friction_type": "content",
      "summary": "Charge description unclear on statement; agent clarified",
      "customer_quote": "Once you explained it made sense.",
      "customer_id": "CUST-1013",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0015",
      "date": "2026-02-28",
      "contact_reason": "password reset",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "4",
      "friction_type": "authentication",
      "summary": "Self-service reset worked third attempt — agent monitored session",
      "customer_quote": "It eventually worked but I nearly gave up.",
      "customer_id": "CUST-0033",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0016",
      "date": "2026-02-28",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "6",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-1015",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0017",
      "date": "2026-02-25",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "6",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-0009",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0018",
      "date": "2026-02-26",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "1",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-1017",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0019",
      "date": "2026-02-20",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-0035",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0020",
      "date": "2026-02-26",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-1019",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0021",
      "date": "2026-02-12",
      "contact_reason": "billing question",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "5",
      "friction_type": "content",
      "summary": "Charge description unclear on statement; agent clarified",
      "customer_quote": "Once you explained it made sense.",
      "customer_id": "CUST-0011",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0022",
      "date": "2026-02-21",
      "contact_reason": "password reset",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "5",
      "friction_type": "authentication",
      "summary": "Self-service reset worked third attempt — agent monitored session",
      "customer_quote": "It eventually worked but I nearly gave up.",
      "customer_id": "CUST-1021",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0023",
      "date": "2026-02-16",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "6",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-0037",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0024",
      "date": "2026-02-23",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "5",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-1023",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0025",
      "date": "2026-02-13",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "1",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-0013",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0026",
      "date": "2026-02-09",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-1025",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0027",
      "date": "2026-02-15",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "1",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-0039",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0028",
      "date": "2026-02-13",
      "contact_reason": "billing question",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "4",
      "friction_type": "content",
      "summary": "Charge description unclear on statement; agent clarified",
      "customer_quote": "Once you explained it made sense.",
      "customer_id": "CUST-1027",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0029",
      "date": "2026-02-05",
      "contact_reason": "password reset",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "4",
      "friction_type": "authentication",
      "summary": "Self-service reset worked third attempt — agent monitored session",
      "customer_quote": "It eventually worked but I nearly gave up.",
      "customer_id": "CUST-0015",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0030",
      "date": "2026-02-22",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "7",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-1029",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0031",
      "date": "2026-02-15",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "6",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-0041",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0032",
      "date": "2026-02-17",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-1031",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0033",
      "date": "2026-02-10",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-0017",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0034",
      "date": "2026-02-12",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-1033",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0035",
      "date": "2026-02-07",
      "contact_reason": "billing question",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "3",
      "friction_type": "content",
      "summary": "Charge description unclear on statement; agent clarified",
      "customer_quote": "Once you explained it made sense.",
      "customer_id": "CUST-0043",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0036",
      "date": "2026-02-03",
      "contact_reason": "password reset",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "5",
      "friction_type": "authentication",
      "summary": "Self-service reset worked third attempt — agent monitored session",
      "customer_quote": "It eventually worked but I nearly gave up.",
      "customer_id": "CUST-1035",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0037",
      "date": "2026-02-12",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "6",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-0019",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0038",
      "date": "2026-02-03",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "7",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-1037",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0039",
      "date": "2026-02-28",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-0045",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0040",
      "date": "2026-02-18",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-1039",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0041",
      "date": "2026-02-25",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "1",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-0021",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0042",
      "date": "2026-02-14",
      "contact_reason": "billing question",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "3",
      "friction_type": "content",
      "summary": "Charge description unclear on statement; agent clarified",
      "customer_quote": "Once you explained it made sense.",
      "customer_id": "CUST-1041",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0043",
      "date": "2026-02-07",
      "contact_reason": "password reset",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "6",
      "friction_type": "authentication",
      "summary": "Self-service reset worked third attempt — agent monitored session",
      "customer_quote": "It eventually worked but I nearly gave up.",
      "customer_id": "CUST-0047",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0044",
      "date": "2026-02-11",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "7",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-1043",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0045",
      "date": "2026-02-23",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "5",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-0023",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0046",
      "date": "2026-02-22",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-1045",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0047",
      "date": "2026-02-26",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-0049",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0048",
      "date": "2026-02-11",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-1047",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0049",
      "date": "2026-02-17",
      "contact_reason": "billing question",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "4",
      "friction_type": "content",
      "summary": "Charge description unclear on statement; agent clarified",
      "customer_quote": "Once you explained it made sense.",
      "customer_id": "CUST-0025",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0050",
      "date": "2026-02-20",
      "contact_reason": "password reset",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "6",
      "friction_type": "authentication",
      "summary": "Self-service reset worked third attempt — agent monitored session",
      "customer_quote": "It eventually worked but I nearly gave up.",
      "customer_id": "CUST-1049",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0051",
      "date": "2026-02-09",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "6",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-0001",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0052",
      "date": "2026-02-07",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "7",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-1051",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0053",
      "date": "2026-02-01",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-0027",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0054",
      "date": "2026-02-21",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-1053",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0055",
      "date": "2026-02-14",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "1",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-0003",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0056",
      "date": "2026-02-16",
      "contact_reason": "billing question",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "4",
      "friction_type": "content",
      "summary": "Charge description unclear on statement; agent clarified",
      "customer_quote": "Once you explained it made sense.",
      "customer_id": "CUST-1055",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0057",
      "date": "2026-02-21",
      "contact_reason": "password reset",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "5",
      "friction_type": "authentication",
      "summary": "Self-service reset worked third attempt — agent monitored session",
      "customer_quote": "It eventually worked but I nearly gave up.",
      "customer_id": "CUST-0029",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0058",
      "date": "2026-02-04",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "7",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-1057",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0059",
      "date": "2026-02-09",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "7",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-0005",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0060",
      "date": "2026-02-13",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "1",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-1059",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0061",
      "date": "2026-02-05",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "3",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-0031",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0062",
      "date": "2026-02-13",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-1061",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0063",
      "date": "2026-02-23",
      "contact_reason": "billing question",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "4",
      "friction_type": "content",
      "summary": "Charge description unclear on statement; agent clarified",
      "customer_quote": "Once you explained it made sense.",
      "customer_id": "CUST-0007",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0064",
      "date": "2026-02-17",
      "contact_reason": "password reset",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "4",
      "friction_type": "authentication",
      "summary": "Self-service reset worked third attempt — agent monitored session",
      "customer_quote": "It eventually worked but I nearly gave up.",
      "customer_id": "CUST-1063",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0065",
      "date": "2026-02-04",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "5",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-0033",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0066",
      "date": "2026-02-10",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "5",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-1065",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0067",
      "date": "2026-02-02",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-0009",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0068",
      "date": "2026-02-22",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-1067",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0069",
      "date": "2026-02-22",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "3",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-0035",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0070",
      "date": "2026-02-03",
      "contact_reason": "billing question",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "4",
      "friction_type": "content",
      "summary": "Charge description unclear on statement; agent clarified",
      "customer_quote": "Once you explained it made sense.",
      "customer_id": "CUST-1069",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0071",
      "date": "2026-02-16",
      "contact_reason": "password reset",
      "resolution_status": "resolved",
      "sentiment": "neutral",
      "effort_score": "5",
      "friction_type": "authentication",
      "summary": "Self-service reset worked third attempt — agent monitored session",
      "customer_quote": "It eventually worked but I nearly gave up.",
      "customer_id": "CUST-0011",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0072",
      "date": "2026-02-04",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "6",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-1071",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0073",
      "date": "2026-02-18",
      "contact_reason": "onboarding",
      "resolution_status": "unresolved",
      "sentiment": "negative",
      "effort_score": "5",
      "friction_type": "navigation",
      "summary": "Webhook setup steps not matching updated API documentation",
      "customer_quote": "I followed the docs exactly and it still failed.",
      "customer_id": "CUST-0037",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0074",
      "date": "2026-02-06",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "2",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-1073",
      "synthetic": "true"
    },
    {
      "case_id": "CHAT-2026-02-0075",
      "date": "2026-02-28",
      "contact_reason": "settlement status",
      "resolution_status": "resolved",
      "sentiment": "positive",
      "effort_score": "1",
      "friction_type": "none",
      "summary": "Agent provided proactive settlement update mid-chat",
      "customer_quote": "That was exactly what I needed to know.",
      "customer_id": "CUST-0013",
      "synthetic": "true"
    }
  ]
}