{
  "schema_version": "1.0",
  "domain": "service-experience",
  "domain_name": "Service Experience Intelligence",
  "description": "A cross-channel view of support demand, journey friction, customer effort, and deflection opportunities.",
  "portal_headline": "Turn customer conversations into better experiences.",
  "period": "2026-02",
  "period_meta": {
    "kind": "month",
    "year": 2026,
    "month": 2,
    "start_date": "2026-02-01",
    "end_date": "2026-02-28",
    "label": "February 2026"
  },
  "report_kind": "monthly",
  "available_periods": [
    "2026-01",
    "2026-02",
    "2026-03"
  ],
  "metrics": [
    {
      "key": "interactions",
      "label": "Interactions",
      "value": 270,
      "note": "Synthetic records in period"
    },
    {
      "key": "resolved_rate",
      "label": "Resolution rate",
      "value": 80.0,
      "note": "Resolved cases; higher is better"
    },
    {
      "key": "effort",
      "label": "Average effort",
      "value": 3.8,
      "note": "1–7; lower is better"
    },
    {
      "key": "repeat_contact_rate",
      "label": "Repeat contact",
      "value": 26.1,
      "note": "Customers with more than one interaction"
    },
    {
      "key": "channels",
      "label": "Channels",
      "value": 5,
      "note": "Distinct source channels"
    },
    {
      "key": "top_driver",
      "label": "Top driver",
      "value": "onboarding",
      "note": "Most frequent interaction category"
    }
  ],
  "findings": [
    {
      "id": "F-01",
      "title": "Authentication creates repeat effort",
      "summary": "Identity and password flows appear in unresolved interactions.",
      "category": "product",
      "severity": "high",
      "evidence_count": 44,
      "evidence_ids": [
        "CHAT-2026-02-0036",
        "CHAT-2026-02-0029",
        "HELP-2026-02-0006",
        "HELP-2026-02-0020",
        "HELP-2026-02-0032",
        "CHAT-2026-02-0043",
        "HELP-2026-02-0011",
        "HELP-2026-02-0041",
        "HELP-2026-02-0048",
        "HELP-2026-02-0034",
        "HELP-2026-02-0047",
        "CHAT-2026-02-0001",
        "CALL-2026-02-0007",
        "HELP-2026-02-0060",
        "HELP-2026-02-0025",
        "HELP-2026-02-0053",
        "HELP-2026-02-0005",
        "HELP-2026-02-0054",
        "HELP-2026-02-0039",
        "CHAT-2026-02-0071",
        "HELP-2026-02-0018",
        "CHAT-2026-02-0064",
        "HELP-2026-02-0013",
        "CALL-2026-02-0014",
        "HELP-2026-02-0026",
        "HELP-2026-02-0046",
        "HELP-2026-02-0062",
        "CHAT-2026-02-0050",
        "HELP-2026-02-0027",
        "CALL-2026-02-0035",
        "CHAT-2026-02-0022",
        "CHAT-2026-02-0057",
        "CALL-2026-02-0028",
        "HELP-2026-02-0004",
        "CALL-2026-02-0042",
        "HELP-2026-02-0019",
        "HELP-2026-02-0033",
        "HELP-2026-02-0012",
        "HELP-2026-02-0040",
        "HELP-2026-02-0055",
        "HELP-2026-02-0061",
        "CALL-2026-02-0021",
        "CHAT-2026-02-0008",
        "CHAT-2026-02-0015"
      ],
      "evidence_examples": [
        {
          "record_id": "CHAT-2026-02-0036",
          "source_record_id": "CHAT-2026-02-0036",
          "customer_id": "CUST-1035",
          "occurred_at": "2026-02-03",
          "source": "chat",
          "source_table": "cases-chat",
          "excerpt": "Self-service reset worked third attempt — agent monitored session",
          "period": "2026-02",
          "synthetic": "true"
        },
        {
          "record_id": "CHAT-2026-02-0029",
          "source_record_id": "CHAT-2026-02-0029",
          "customer_id": "CUST-0015",
          "occurred_at": "2026-02-05",
          "source": "chat",
          "source_table": "cases-chat",
          "excerpt": "Self-service reset worked third attempt — agent monitored session",
          "period": "2026-02",
          "synthetic": "true"
        },
        {
          "record_id": "HELP-2026-02-0006",
          "source_record_id": "HELP-2026-02-0006",
          "customer_id": "CUST-1505",
          "occurred_at": "2026-02-05",
          "source": "help",
          "source_table": "cases-help",
          "excerpt": "MFA device change required manual agent intervention",
          "period": "2026-02",
          "synthetic": "true"
        }
      ],
      "synthetic": true
    },
    {
      "id": "F-03",
      "title": "Billing language causes confusion",
      "summary": "Users request clearer explanations of fees and statements.",
      "category": "experience",
      "severity": "medium",
      "evidence_count": 32,
      "evidence_ids": [
        "CHAT-2026-02-0070",
        "HELP-2026-02-0035",
        "CALL-2026-02-0017",
        "CALL-2026-02-0016",
        "CALL-2026-02-0045",
        "CHAT-2026-02-0035",
        "CALL-2026-02-0023",
        "HELP-2026-02-0014",
        "HELP-2026-02-0056",
        "HELP-2026-02-0028",
        "CALL-2026-02-0010",
        "CHAT-2026-02-0021",
        "CHAT-2026-02-0028",
        "CALL-2026-02-0037",
        "CHAT-2026-02-0042",
        "HELP-2026-02-0049",
        "CALL-2026-02-0031",
        "CHAT-2026-02-0056",
        "CALL-2026-02-0009",
        "CHAT-2026-02-0049",
        "HELP-2026-02-0007",
        "CALL-2026-02-0003",
        "CALL-2026-02-0024",
        "CALL-2026-02-0044",
        "CHAT-2026-02-0007",
        "HELP-2026-02-0021",
        "CALL-2026-02-0030",
        "CHAT-2026-02-0063",
        "HELP-2026-02-0042",
        "CALL-2026-02-0038",
        "CALL-2026-02-0002",
        "CHAT-2026-02-0014"
      ],
      "evidence_examples": [
        {
          "record_id": "CHAT-2026-02-0070",
          "source_record_id": "CHAT-2026-02-0070",
          "customer_id": "CUST-1069",
          "occurred_at": "2026-02-03",
          "source": "chat",
          "source_table": "cases-chat",
          "excerpt": "Charge description unclear on statement; agent clarified",
          "period": "2026-02",
          "synthetic": "true"
        },
        {
          "record_id": "HELP-2026-02-0035",
          "source_record_id": "HELP-2026-02-0035",
          "customer_id": "CUST-0050",
          "occurred_at": "2026-02-03",
          "source": "help",
          "source_table": "cases-help",
          "excerpt": "Invoice line item 'platform fee' not explained in documentation",
          "period": "2026-02",
          "synthetic": "true"
        },
        {
          "record_id": "CALL-2026-02-0017",
          "source_record_id": "CALL-2026-02-0017",
          "customer_id": "CUST-0023",
          "occurred_at": "2026-02-04",
          "source": "phone",
          "source_table": "cases-phone",
          "excerpt": "Clarified platform fee breakdown for customer",
          "period": "2026-02",
          "synthetic": "true"
        }
      ],
      "synthetic": true
    },
    {
      "id": "F-04",
      "title": "Portal guidance can deflect contacts",
      "summary": "Navigation and self-service guidance are recurring needs.",
      "category": "product",
      "severity": "medium",
      "evidence_count": 38,
      "evidence_ids": [
        "CHAT-2026-02-0038",
        "CHAT-2026-02-0058",
        "CHAT-2026-02-0065",
        "CHAT-2026-02-0072",
        "CALL-2026-02-0029",
        "HELP-2026-02-0057",
        "CALL-2026-02-0043",
        "CHAT-2026-02-0009",
        "CHAT-2026-02-0052",
        "HELP-2026-02-0015",
        "HELP-2026-02-0036",
        "CALL-2026-02-0022",
        "CHAT-2026-02-0051",
        "CHAT-2026-02-0059",
        "CALL-2026-02-0015",
        "CHAT-2026-02-0066",
        "HELP-2026-02-0029",
        "HELP-2026-02-0050",
        "CHAT-2026-02-0044",
        "CHAT-2026-02-0037",
        "HELP-2026-02-0001",
        "CHAT-2026-02-0002",
        "CHAT-2026-02-0010",
        "CHAT-2026-02-0031",
        "CALL-2026-02-0036",
        "CHAT-2026-02-0023",
        "HELP-2026-02-0008",
        "HELP-2026-02-0043",
        "CHAT-2026-02-0003",
        "CHAT-2026-02-0073",
        "CHAT-2026-02-0030",
        "CALL-2026-02-0001",
        "CHAT-2026-02-0024",
        "CHAT-2026-02-0045",
        "CALL-2026-02-0008",
        "CHAT-2026-02-0017",
        "CHAT-2026-02-0016",
        "HELP-2026-02-0022"
      ],
      "evidence_examples": [
        {
          "record_id": "CHAT-2026-02-0038",
          "source_record_id": "CHAT-2026-02-0038",
          "customer_id": "CUST-1037",
          "occurred_at": "2026-02-03",
          "source": "chat",
          "source_table": "cases-chat",
          "excerpt": "Webhook setup steps not matching updated API documentation",
          "period": "2026-02",
          "synthetic": "true"
        },
        {
          "record_id": "CHAT-2026-02-0058",
          "source_record_id": "CHAT-2026-02-0058",
          "customer_id": "CUST-1057",
          "occurred_at": "2026-02-04",
          "source": "chat",
          "source_table": "cases-chat",
          "excerpt": "Webhook setup steps not matching updated API documentation",
          "period": "2026-02",
          "synthetic": "true"
        },
        {
          "record_id": "CHAT-2026-02-0065",
          "source_record_id": "CHAT-2026-02-0065",
          "customer_id": "CUST-0033",
          "occurred_at": "2026-02-04",
          "source": "chat",
          "source_table": "cases-chat",
          "excerpt": "Webhook setup steps not matching updated API documentation",
          "period": "2026-02",
          "synthetic": "true"
        }
      ],
      "synthetic": true
    }
  ],
  "opportunities": [
    {
      "id": "O-01",
      "title": "Simplify authentication recovery",
      "action": "Reduce recovery steps and add contextual guidance.",
      "category": "product",
      "priority": "high",
      "evidence_count": 44,
      "evidence_ids": [
        "CHAT-2026-02-0036",
        "CHAT-2026-02-0029",
        "HELP-2026-02-0006",
        "HELP-2026-02-0020",
        "HELP-2026-02-0032",
        "CHAT-2026-02-0043",
        "HELP-2026-02-0011",
        "HELP-2026-02-0041",
        "HELP-2026-02-0048",
        "HELP-2026-02-0034",
        "HELP-2026-02-0047",
        "CHAT-2026-02-0001",
        "CALL-2026-02-0007",
        "HELP-2026-02-0060",
        "HELP-2026-02-0025",
        "HELP-2026-02-0053",
        "HELP-2026-02-0005",
        "HELP-2026-02-0054",
        "HELP-2026-02-0039",
        "CHAT-2026-02-0071",
        "HELP-2026-02-0018",
        "CHAT-2026-02-0064",
        "HELP-2026-02-0013",
        "CALL-2026-02-0014",
        "HELP-2026-02-0026",
        "HELP-2026-02-0046",
        "HELP-2026-02-0062",
        "CHAT-2026-02-0050",
        "HELP-2026-02-0027",
        "CALL-2026-02-0035",
        "CHAT-2026-02-0022",
        "CHAT-2026-02-0057",
        "CALL-2026-02-0028",
        "HELP-2026-02-0004",
        "CALL-2026-02-0042",
        "HELP-2026-02-0019",
        "HELP-2026-02-0033",
        "HELP-2026-02-0012",
        "HELP-2026-02-0040",
        "HELP-2026-02-0055",
        "HELP-2026-02-0061",
        "CALL-2026-02-0021",
        "CHAT-2026-02-0008",
        "CHAT-2026-02-0015"
      ],
      "evidence_examples": [
        {
          "record_id": "CHAT-2026-02-0036",
          "source_record_id": "CHAT-2026-02-0036",
          "customer_id": "CUST-1035",
          "occurred_at": "2026-02-03",
          "source": "chat",
          "source_table": "cases-chat",
          "excerpt": "Self-service reset worked third attempt — agent monitored session",
          "period": "2026-02",
          "synthetic": "true"
        },
        {
          "record_id": "CHAT-2026-02-0029",
          "source_record_id": "CHAT-2026-02-0029",
          "customer_id": "CUST-0015",
          "occurred_at": "2026-02-05",
          "source": "chat",
          "source_table": "cases-chat",
          "excerpt": "Self-service reset worked third attempt — agent monitored session",
          "period": "2026-02",
          "synthetic": "true"
        },
        {
          "record_id": "HELP-2026-02-0006",
          "source_record_id": "HELP-2026-02-0006",
          "customer_id": "CUST-1505",
          "occurred_at": "2026-02-05",
          "source": "help",
          "source_table": "cases-help",
          "excerpt": "MFA device change required manual agent intervention",
          "period": "2026-02",
          "synthetic": "true"
        }
      ],
      "inferred": true,
      "synthetic": true
    },
    {
      "id": "O-03",
      "title": "Rewrite billing explanations",
      "action": "Test plain-language labels and examples.",
      "category": "experience",
      "priority": "medium",
      "evidence_count": 32,
      "evidence_ids": [
        "CHAT-2026-02-0070",
        "HELP-2026-02-0035",
        "CALL-2026-02-0017",
        "CALL-2026-02-0016",
        "CALL-2026-02-0045",
        "CHAT-2026-02-0035",
        "CALL-2026-02-0023",
        "HELP-2026-02-0014",
        "HELP-2026-02-0056",
        "HELP-2026-02-0028",
        "CALL-2026-02-0010",
        "CHAT-2026-02-0021",
        "CHAT-2026-02-0028",
        "CALL-2026-02-0037",
        "CHAT-2026-02-0042",
        "HELP-2026-02-0049",
        "CALL-2026-02-0031",
        "CHAT-2026-02-0056",
        "CALL-2026-02-0009",
        "CHAT-2026-02-0049",
        "HELP-2026-02-0007",
        "CALL-2026-02-0003",
        "CALL-2026-02-0024",
        "CALL-2026-02-0044",
        "CHAT-2026-02-0007",
        "HELP-2026-02-0021",
        "CALL-2026-02-0030",
        "CHAT-2026-02-0063",
        "HELP-2026-02-0042",
        "CALL-2026-02-0038",
        "CALL-2026-02-0002",
        "CHAT-2026-02-0014"
      ],
      "evidence_examples": [
        {
          "record_id": "CHAT-2026-02-0070",
          "source_record_id": "CHAT-2026-02-0070",
          "customer_id": "CUST-1069",
          "occurred_at": "2026-02-03",
          "source": "chat",
          "source_table": "cases-chat",
          "excerpt": "Charge description unclear on statement; agent clarified",
          "period": "2026-02",
          "synthetic": "true"
        },
        {
          "record_id": "HELP-2026-02-0035",
          "source_record_id": "HELP-2026-02-0035",
          "customer_id": "CUST-0050",
          "occurred_at": "2026-02-03",
          "source": "help",
          "source_table": "cases-help",
          "excerpt": "Invoice line item 'platform fee' not explained in documentation",
          "period": "2026-02",
          "synthetic": "true"
        },
        {
          "record_id": "CALL-2026-02-0017",
          "source_record_id": "CALL-2026-02-0017",
          "customer_id": "CUST-0023",
          "occurred_at": "2026-02-04",
          "source": "phone",
          "source_table": "cases-phone",
          "excerpt": "Clarified platform fee breakdown for customer",
          "period": "2026-02",
          "synthetic": "true"
        }
      ],
      "inferred": true,
      "synthetic": true
    },
    {
      "id": "O-04",
      "title": "Improve portal guidance",
      "action": "Add contextual navigation and visible completion states.",
      "category": "product",
      "priority": "medium",
      "evidence_count": 38,
      "evidence_ids": [
        "CHAT-2026-02-0038",
        "CHAT-2026-02-0058",
        "CHAT-2026-02-0065",
        "CHAT-2026-02-0072",
        "CALL-2026-02-0029",
        "HELP-2026-02-0057",
        "CALL-2026-02-0043",
        "CHAT-2026-02-0009",
        "CHAT-2026-02-0052",
        "HELP-2026-02-0015",
        "HELP-2026-02-0036",
        "CALL-2026-02-0022",
        "CHAT-2026-02-0051",
        "CHAT-2026-02-0059",
        "CALL-2026-02-0015",
        "CHAT-2026-02-0066",
        "HELP-2026-02-0029",
        "HELP-2026-02-0050",
        "CHAT-2026-02-0044",
        "CHAT-2026-02-0037",
        "HELP-2026-02-0001",
        "CHAT-2026-02-0002",
        "CHAT-2026-02-0010",
        "CHAT-2026-02-0031",
        "CALL-2026-02-0036",
        "CHAT-2026-02-0023",
        "HELP-2026-02-0008",
        "HELP-2026-02-0043",
        "CHAT-2026-02-0003",
        "CHAT-2026-02-0073",
        "CHAT-2026-02-0030",
        "CALL-2026-02-0001",
        "CHAT-2026-02-0024",
        "CHAT-2026-02-0045",
        "CALL-2026-02-0008",
        "CHAT-2026-02-0017",
        "CHAT-2026-02-0016",
        "HELP-2026-02-0022"
      ],
      "evidence_examples": [
        {
          "record_id": "CHAT-2026-02-0038",
          "source_record_id": "CHAT-2026-02-0038",
          "customer_id": "CUST-1037",
          "occurred_at": "2026-02-03",
          "source": "chat",
          "source_table": "cases-chat",
          "excerpt": "Webhook setup steps not matching updated API documentation",
          "period": "2026-02",
          "synthetic": "true"
        },
        {
          "record_id": "CHAT-2026-02-0058",
          "source_record_id": "CHAT-2026-02-0058",
          "customer_id": "CUST-1057",
          "occurred_at": "2026-02-04",
          "source": "chat",
          "source_table": "cases-chat",
          "excerpt": "Webhook setup steps not matching updated API documentation",
          "period": "2026-02",
          "synthetic": "true"
        },
        {
          "record_id": "CHAT-2026-02-0065",
          "source_record_id": "CHAT-2026-02-0065",
          "customer_id": "CUST-0033",
          "occurred_at": "2026-02-04",
          "source": "chat",
          "source_table": "cases-chat",
          "excerpt": "Webhook setup steps not matching updated API documentation",
          "period": "2026-02",
          "synthetic": "true"
        }
      ],
      "inferred": true,
      "synthetic": true
    }
  ],
  "trends": [
    {
      "key": "interactions",
      "label": "Interactions",
      "direction": "watch",
      "periods": [
        "2026-01",
        "2026-02"
      ],
      "values": [
        240,
        270
      ],
      "note": "Synthetic records in period"
    },
    {
      "key": "resolved_rate",
      "label": "Resolution rate",
      "direction": "watch",
      "periods": [
        "2026-01",
        "2026-02"
      ],
      "values": [
        67.1,
        80.0
      ],
      "note": "Resolved cases; higher is better"
    },
    {
      "key": "effort",
      "label": "Average effort",
      "direction": "watch",
      "periods": [
        "2026-01",
        "2026-02"
      ],
      "values": [
        4.7,
        3.8
      ],
      "note": "1–7; lower is better"
    },
    {
      "key": "repeat_contact_rate",
      "label": "Repeat contact",
      "direction": "watch",
      "periods": [
        "2026-01",
        "2026-02"
      ],
      "values": [
        26.6,
        26.1
      ],
      "note": "Customers with more than one interaction"
    }
  ],
  "taxonomy": {
    "categories": [
      "support",
      "operations",
      "product",
      "experience",
      "risk"
    ],
    "sources": [
      "chat",
      "help",
      "phone",
      "portal",
      "survey"
    ],
    "severities": [
      "high",
      "medium",
      "low"
    ]
  },
  "data_quality": {
    "status": "pass",
    "completeness": 100,
    "record_count": 270,
    "customer_count": 184,
    "sources": [
      "cases-chat",
      "cases-help",
      "cases-phone",
      "feedback-ondemand",
      "feedback-survey"
    ],
    "synthetic": true,
    "json_csv_parity": true
  },
  "snapshot": {
    "history": [
      {
        "period": "2026-01",
        "metrics": [
          {
            "key": "interactions",
            "label": "Interactions",
            "value": 240,
            "note": "Synthetic records in period"
          },
          {
            "key": "resolved_rate",
            "label": "Resolution rate",
            "value": 67.1,
            "note": "Resolved cases; higher is better"
          },
          {
            "key": "effort",
            "label": "Average effort",
            "value": 4.7,
            "note": "1–7; lower is better"
          },
          {
            "key": "repeat_contact_rate",
            "label": "Repeat contact",
            "value": 26.6,
            "note": "Customers with more than one interaction"
          },
          {
            "key": "channels",
            "label": "Channels",
            "value": 5,
            "note": "Distinct source channels"
          },
          {
            "key": "top_driver",
            "label": "Top driver",
            "value": "account access",
            "note": "Most frequent interaction category"
          }
        ]
      },
      {
        "period": "2026-02",
        "metrics": [
          {
            "key": "interactions",
            "label": "Interactions",
            "value": 270,
            "note": "Synthetic records in period"
          },
          {
            "key": "resolved_rate",
            "label": "Resolution rate",
            "value": 80.0,
            "note": "Resolved cases; higher is better"
          },
          {
            "key": "effort",
            "label": "Average effort",
            "value": 3.8,
            "note": "1–7; lower is better"
          },
          {
            "key": "repeat_contact_rate",
            "label": "Repeat contact",
            "value": 26.1,
            "note": "Customers with more than one interaction"
          },
          {
            "key": "channels",
            "label": "Channels",
            "value": 5,
            "note": "Distinct source channels"
          },
          {
            "key": "top_driver",
            "label": "Top driver",
            "value": "onboarding",
            "note": "Most frequent interaction category"
          }
        ]
      }
    ],
    "channel_mix": {
      "phone": 48,
      "chat": 75,
      "portal": 45,
      "survey": 40,
      "help": 62
    },
    "friction_mix": {
      "none": 156,
      "authentication": 44,
      "navigation": 38,
      "content": 32
    }
  },
  "evidence_labels": {
    "case": "Case ID",
    "entity": "Customer ID"
  },
  "synthetic": true,
  "disclaimer": "All records and findings are synthetic and for demonstration only.",
  "generated_at": "2026-07-05T20:20:57.956167+00:00"
}