[
  {
    "id": "F-01",
    "title": "Authentication creates repeat effort",
    "summary": "Identity and password flows appear in unresolved interactions.",
    "category": "product",
    "severity": "high",
    "evidence_count": 27,
    "evidence_ids": [
      "SE-001",
      "SE-005",
      "SE-001-M010",
      "SE-005-M014",
      "SE-001-M019"
    ],
    "evidence_snippets": [
      "Recovery link expired twice",
      "Recovery required multiple verification steps",
      "Recovery link expired twice"
    ],
    "evidence_examples": [
      {
        "record_id": "SE-001",
        "case_id": "SE-001",
        "entity_id": "ENTITY-0001",
        "occurred_at": "2026-03-02",
        "source": "ticket",
        "excerpt": "Recovery link expired twice",
        "period": "2026-03"
      },
      {
        "record_id": "SE-005",
        "case_id": "SE-005",
        "entity_id": "ENTITY-0005",
        "occurred_at": "2026-03-13",
        "source": "survey",
        "excerpt": "Recovery required multiple verification steps",
        "period": "2026-03"
      },
      {
        "record_id": "SE-001-M010",
        "case_id": "SE-001-M010",
        "entity_id": "ENTITY-0001",
        "occurred_at": "2026-03-10",
        "source": "ticket",
        "excerpt": "Recovery link expired twice",
        "period": "2026-03"
      }
    ]
  },
  {
    "id": "F-02",
    "title": "Peak chat waits reduce experience",
    "summary": "Queue delay is visible in chat evidence.",
    "category": "operations",
    "severity": "high",
    "evidence_count": 27,
    "evidence_ids": [
      "SE-002",
      "SE-007",
      "SE-002-M011",
      "SE-007-M016",
      "SE-002-M020"
    ],
    "evidence_snippets": [
      "Customer waited during evening peak",
      "Queue delay exceeded issue handling time",
      "Customer waited during evening peak"
    ],
    "evidence_examples": [
      {
        "record_id": "SE-002",
        "case_id": "SE-002",
        "entity_id": "ENTITY-0002",
        "occurred_at": "2026-03-04",
        "source": "chat",
        "excerpt": "Customer waited during evening peak",
        "period": "2026-03"
      },
      {
        "record_id": "SE-007",
        "case_id": "SE-007",
        "entity_id": "ENTITY-0007",
        "occurred_at": "2026-03-21",
        "source": "call",
        "excerpt": "Queue delay exceeded issue handling time",
        "period": "2026-03"
      },
      {
        "record_id": "SE-002-M011",
        "case_id": "SE-002-M011",
        "entity_id": "ENTITY-0002",
        "occurred_at": "2026-03-11",
        "source": "chat",
        "excerpt": "Customer waited during evening peak",
        "period": "2026-03"
      }
    ]
  },
  {
    "id": "F-03",
    "title": "Billing language causes confusion",
    "summary": "Users request clearer explanations of fees and statements.",
    "category": "experience",
    "severity": "medium",
    "evidence_count": 27,
    "evidence_ids": [
      "SE-003",
      "SE-006",
      "SE-003-M012",
      "SE-006-M015",
      "SE-003-M021"
    ],
    "evidence_snippets": [
      "Fee label was not understood",
      "Agent clarified statement terminology",
      "Fee label was not understood"
    ],
    "evidence_examples": [
      {
        "record_id": "SE-003",
        "case_id": "SE-003",
        "entity_id": "ENTITY-0003",
        "occurred_at": "2026-03-06",
        "source": "call",
        "excerpt": "Fee label was not understood",
        "period": "2026-03"
      },
      {
        "record_id": "SE-006",
        "case_id": "SE-006",
        "entity_id": "ENTITY-0006",
        "occurred_at": "2026-03-17",
        "source": "chat",
        "excerpt": "Agent clarified statement terminology",
        "period": "2026-03"
      },
      {
        "record_id": "SE-003-M012",
        "case_id": "SE-003-M012",
        "entity_id": "ENTITY-0003",
        "occurred_at": "2026-03-12",
        "source": "call",
        "excerpt": "Fee label was not understood",
        "period": "2026-03"
      }
    ]
  },
  {
    "id": "F-04",
    "title": "Portal guidance can deflect contacts",
    "summary": "Navigation and self-service guidance are recurring needs.",
    "category": "product",
    "severity": "medium",
    "evidence_count": 26,
    "evidence_ids": [
      "SE-004",
      "SE-008",
      "SE-004-M013",
      "SE-008-M017",
      "SE-004-M022"
    ],
    "evidence_snippets": [
      "Upload status was difficult to locate",
      "Settings location was not obvious",
      "Upload status was difficult to locate"
    ],
    "evidence_examples": [
      {
        "record_id": "SE-004",
        "case_id": "SE-004",
        "entity_id": "ENTITY-0004",
        "occurred_at": "2026-03-10",
        "source": "portal",
        "excerpt": "Upload status was difficult to locate",
        "period": "2026-03"
      },
      {
        "record_id": "SE-008",
        "case_id": "SE-008",
        "entity_id": "ENTITY-0008",
        "occurred_at": "2026-03-25",
        "source": "portal",
        "excerpt": "Settings location was not obvious",
        "period": "2026-03"
      },
      {
        "record_id": "SE-004-M013",
        "case_id": "SE-004-M013",
        "entity_id": "ENTITY-0004",
        "occurred_at": "2026-03-13",
        "source": "portal",
        "excerpt": "Upload status was difficult to locate",
        "period": "2026-03"
      }
    ]
  }
]