{
  "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.",
  "disclaimer": "",
  "period": "2026-YTD",
  "period_meta": {
    "kind": "year",
    "year": 2026,
    "label": "2026 Year to date",
    "months": [
      "2026-01",
      "2026-02",
      "2026-03"
    ],
    "start_date": "2026-01-01",
    "end_date": "2026-03-31"
  },
  "report_kind": "annual",
  "available_periods": [
    "2026-01",
    "2026-02",
    "2026-03"
  ],
  "metrics": [
    {
      "key": "interactions",
      "label": "Interactions reviewed",
      "value": 324,
      "note": "Synthetic records in period"
    },
    {
      "key": "resolved_rate",
      "label": "Resolved rate",
      "value": 74.4,
      "note": "Percent marked resolved"
    },
    {
      "key": "effort",
      "label": "Average effort",
      "value": 4.2,
      "note": "1–7; lower is better"
    },
    {
      "key": "channels",
      "label": "Channels represented",
      "value": 5,
      "note": "Cross-channel coverage"
    }
  ],
  "findings": [
    {
      "id": "F-01",
      "title": "Authentication creates repeat effort",
      "summary": "Identity and password flows appear in unresolved interactions.",
      "category": "product",
      "severity": "high",
      "evidence_count": 82,
      "evidence_ids": [
        "SE-JAN-001",
        "SE-JAN-001-M006",
        "SE-JAN-001-M011",
        "SE-JAN-001-M016",
        "SE-JAN-001-M021"
      ],
      "evidence_snippets": [
        "Recovery required repeated verification",
        "Recovery required repeated verification",
        "Recovery required repeated verification"
      ],
      "evidence_examples": [
        {
          "record_id": "SE-JAN-001",
          "case_id": "SE-JAN-001",
          "entity_id": "ENTITY-0001",
          "occurred_at": "2026-01-03",
          "source": "ticket",
          "excerpt": "Recovery required repeated verification",
          "period": "2026-01"
        },
        {
          "record_id": "SE-JAN-001-M006",
          "case_id": "SE-JAN-001-M006",
          "entity_id": "ENTITY-0001",
          "occurred_at": "2026-01-06",
          "source": "ticket",
          "excerpt": "Recovery required repeated verification",
          "period": "2026-01"
        },
        {
          "record_id": "SE-JAN-001-M011",
          "case_id": "SE-JAN-001-M011",
          "entity_id": "ENTITY-0001",
          "occurred_at": "2026-01-11",
          "source": "ticket",
          "excerpt": "Recovery required repeated verification",
          "period": "2026-01"
        }
      ]
    },
    {
      "id": "F-02",
      "title": "Peak chat waits reduce experience",
      "summary": "Queue delay is visible in chat evidence.",
      "category": "operations",
      "severity": "high",
      "evidence_count": 65,
      "evidence_ids": [
        "SE-JAN-002",
        "SE-JAN-002-M007",
        "SE-JAN-002-M012",
        "SE-JAN-002-M017",
        "SE-JAN-002-M022"
      ],
      "evidence_snippets": [
        "Queue delay before account guidance",
        "Queue delay before account guidance",
        "Queue delay before account guidance"
      ],
      "evidence_examples": [
        {
          "record_id": "SE-JAN-002",
          "case_id": "SE-JAN-002",
          "entity_id": "ENTITY-0002",
          "occurred_at": "2026-01-08",
          "source": "chat",
          "excerpt": "Queue delay before account guidance",
          "period": "2026-01"
        },
        {
          "record_id": "SE-JAN-002-M007",
          "case_id": "SE-JAN-002-M007",
          "entity_id": "ENTITY-0002",
          "occurred_at": "2026-01-07",
          "source": "chat",
          "excerpt": "Queue delay before account guidance",
          "period": "2026-01"
        },
        {
          "record_id": "SE-JAN-002-M012",
          "case_id": "SE-JAN-002-M012",
          "entity_id": "ENTITY-0002",
          "occurred_at": "2026-01-12",
          "source": "chat",
          "excerpt": "Queue delay before account guidance",
          "period": "2026-01"
        }
      ]
    },
    {
      "id": "F-03",
      "title": "Billing language causes confusion",
      "summary": "Users request clearer explanations of fees and statements.",
      "category": "experience",
      "severity": "medium",
      "evidence_count": 65,
      "evidence_ids": [
        "SE-JAN-003",
        "SE-JAN-003-M008",
        "SE-JAN-003-M013",
        "SE-JAN-003-M018",
        "SE-JAN-003-M023"
      ],
      "evidence_snippets": [
        "Statement label required explanation",
        "Statement label required explanation",
        "Statement label required explanation"
      ],
      "evidence_examples": [
        {
          "record_id": "SE-JAN-003",
          "case_id": "SE-JAN-003",
          "entity_id": "ENTITY-0003",
          "occurred_at": "2026-01-13",
          "source": "call",
          "excerpt": "Statement label required explanation",
          "period": "2026-01"
        },
        {
          "record_id": "SE-JAN-003-M008",
          "case_id": "SE-JAN-003-M008",
          "entity_id": "ENTITY-0003",
          "occurred_at": "2026-01-08",
          "source": "call",
          "excerpt": "Statement label required explanation",
          "period": "2026-01"
        },
        {
          "record_id": "SE-JAN-003-M013",
          "case_id": "SE-JAN-003-M013",
          "entity_id": "ENTITY-0003",
          "occurred_at": "2026-01-13",
          "source": "call",
          "excerpt": "Statement label required explanation",
          "period": "2026-01"
        }
      ]
    },
    {
      "id": "F-04",
      "title": "Portal guidance can deflect contacts",
      "summary": "Navigation and self-service guidance are recurring needs.",
      "category": "product",
      "severity": "medium",
      "evidence_count": 63,
      "evidence_ids": [
        "SE-JAN-004",
        "SE-JAN-004-M009",
        "SE-JAN-004-M014",
        "SE-JAN-004-M019",
        "SE-JAN-004-M024"
      ],
      "evidence_snippets": [
        "Upload confirmation was difficult to find",
        "Upload confirmation was difficult to find",
        "Upload confirmation was difficult to find"
      ],
      "evidence_examples": [
        {
          "record_id": "SE-JAN-004",
          "case_id": "SE-JAN-004",
          "entity_id": "ENTITY-0004",
          "occurred_at": "2026-01-19",
          "source": "portal",
          "excerpt": "Upload confirmation was difficult to find",
          "period": "2026-01"
        },
        {
          "record_id": "SE-JAN-004-M009",
          "case_id": "SE-JAN-004-M009",
          "entity_id": "ENTITY-0004",
          "occurred_at": "2026-01-09",
          "source": "portal",
          "excerpt": "Upload confirmation was difficult to find",
          "period": "2026-01"
        },
        {
          "record_id": "SE-JAN-004-M014",
          "case_id": "SE-JAN-004-M014",
          "entity_id": "ENTITY-0004",
          "occurred_at": "2026-01-14",
          "source": "portal",
          "excerpt": "Upload confirmation was difficult to find",
          "period": "2026-01"
        }
      ]
    }
  ],
  "opportunities": [
    {
      "id": "O-01",
      "title": "Simplify authentication recovery",
      "action": "Reduce recovery steps and add contextual guidance.",
      "priority": "high",
      "evidence_count": 82,
      "category": "product",
      "evidence_ids": [
        "SE-JAN-001",
        "SE-JAN-001-M006",
        "SE-JAN-001-M011",
        "SE-JAN-001-M016",
        "SE-JAN-001-M021"
      ],
      "evidence_examples": [
        {
          "record_id": "SE-JAN-001",
          "case_id": "SE-JAN-001",
          "entity_id": "ENTITY-0001",
          "occurred_at": "2026-01-03",
          "source": "ticket",
          "excerpt": "Recovery required repeated verification",
          "period": "2026-01"
        },
        {
          "record_id": "SE-JAN-001-M006",
          "case_id": "SE-JAN-001-M006",
          "entity_id": "ENTITY-0001",
          "occurred_at": "2026-01-06",
          "source": "ticket",
          "excerpt": "Recovery required repeated verification",
          "period": "2026-01"
        },
        {
          "record_id": "SE-JAN-001-M011",
          "case_id": "SE-JAN-001-M011",
          "entity_id": "ENTITY-0001",
          "occurred_at": "2026-01-11",
          "source": "ticket",
          "excerpt": "Recovery required repeated verification",
          "period": "2026-01"
        }
      ]
    },
    {
      "id": "O-02",
      "title": "Route peak chat demand",
      "action": "Use queue-aware routing and proactive wait messaging.",
      "priority": "high",
      "evidence_count": 65,
      "category": "operations",
      "evidence_ids": [
        "SE-JAN-002",
        "SE-JAN-002-M007",
        "SE-JAN-002-M012",
        "SE-JAN-002-M017",
        "SE-JAN-002-M022"
      ],
      "evidence_examples": [
        {
          "record_id": "SE-JAN-002",
          "case_id": "SE-JAN-002",
          "entity_id": "ENTITY-0002",
          "occurred_at": "2026-01-08",
          "source": "chat",
          "excerpt": "Queue delay before account guidance",
          "period": "2026-01"
        },
        {
          "record_id": "SE-JAN-002-M007",
          "case_id": "SE-JAN-002-M007",
          "entity_id": "ENTITY-0002",
          "occurred_at": "2026-01-07",
          "source": "chat",
          "excerpt": "Queue delay before account guidance",
          "period": "2026-01"
        },
        {
          "record_id": "SE-JAN-002-M012",
          "case_id": "SE-JAN-002-M012",
          "entity_id": "ENTITY-0002",
          "occurred_at": "2026-01-12",
          "source": "chat",
          "excerpt": "Queue delay before account guidance",
          "period": "2026-01"
        }
      ]
    },
    {
      "id": "O-03",
      "title": "Rewrite billing explanations",
      "action": "Test plain-language labels and examples.",
      "priority": "medium",
      "evidence_count": 65,
      "category": "experience",
      "evidence_ids": [
        "SE-JAN-003",
        "SE-JAN-003-M008",
        "SE-JAN-003-M013",
        "SE-JAN-003-M018",
        "SE-JAN-003-M023"
      ],
      "evidence_examples": [
        {
          "record_id": "SE-JAN-003",
          "case_id": "SE-JAN-003",
          "entity_id": "ENTITY-0003",
          "occurred_at": "2026-01-13",
          "source": "call",
          "excerpt": "Statement label required explanation",
          "period": "2026-01"
        },
        {
          "record_id": "SE-JAN-003-M008",
          "case_id": "SE-JAN-003-M008",
          "entity_id": "ENTITY-0003",
          "occurred_at": "2026-01-08",
          "source": "call",
          "excerpt": "Statement label required explanation",
          "period": "2026-01"
        },
        {
          "record_id": "SE-JAN-003-M013",
          "case_id": "SE-JAN-003-M013",
          "entity_id": "ENTITY-0003",
          "occurred_at": "2026-01-13",
          "source": "call",
          "excerpt": "Statement label required explanation",
          "period": "2026-01"
        }
      ]
    },
    {
      "id": "O-04",
      "title": "Improve portal guidance",
      "action": "Add contextual navigation and visible completion states.",
      "priority": "medium",
      "evidence_count": 63,
      "category": "product",
      "evidence_ids": [
        "SE-JAN-004",
        "SE-JAN-004-M009",
        "SE-JAN-004-M014",
        "SE-JAN-004-M019",
        "SE-JAN-004-M024"
      ],
      "evidence_examples": [
        {
          "record_id": "SE-JAN-004",
          "case_id": "SE-JAN-004",
          "entity_id": "ENTITY-0004",
          "occurred_at": "2026-01-19",
          "source": "portal",
          "excerpt": "Upload confirmation was difficult to find",
          "period": "2026-01"
        },
        {
          "record_id": "SE-JAN-004-M009",
          "case_id": "SE-JAN-004-M009",
          "entity_id": "ENTITY-0004",
          "occurred_at": "2026-01-09",
          "source": "portal",
          "excerpt": "Upload confirmation was difficult to find",
          "period": "2026-01"
        },
        {
          "record_id": "SE-JAN-004-M014",
          "case_id": "SE-JAN-004-M014",
          "entity_id": "ENTITY-0004",
          "occurred_at": "2026-01-14",
          "source": "portal",
          "excerpt": "Upload confirmation was difficult to find",
          "period": "2026-01"
        }
      ]
    }
  ],
  "trends": [
    {
      "label": "Interactions reviewed",
      "direction": "increasing",
      "values": [
        98,
        106,
        120
      ],
      "periods": [
        "Jan",
        "Feb",
        "Mar"
      ],
      "note": "Calculated from authored monthly fixtures with deterministic synthetic expansion."
    }
  ],
  "taxonomy": {
    "categories": [
      "support",
      "operations",
      "product",
      "experience",
      "risk"
    ],
    "sources": [
      "ticket",
      "chat",
      "call",
      "portal",
      "survey"
    ],
    "severities": [
      "high",
      "medium",
      "low"
    ]
  },
  "data_quality": {
    "status": "pass",
    "completeness": 100.0,
    "record_count": 324,
    "source_files": 2,
    "synthetic_expansion": 304
  },
  "snapshot": {
    "top_driver": "password reset",
    "top_driver_share": 25.3,
    "high_priority_opportunities": 2,
    "opportunity_coverage": 84.9,
    "risk_level": "High",
    "volume_change": 205.7,
    "history": [
      {
        "period": "2026-01",
        "label": "Jan 2026",
        "metrics": [
          {
            "key": "interactions",
            "label": "Interactions reviewed",
            "value": 98,
            "note": "Synthetic records in period"
          },
          {
            "key": "resolved_rate",
            "label": "Resolved rate",
            "value": 60.2,
            "note": "Percent marked resolved"
          },
          {
            "key": "effort",
            "label": "Average effort",
            "value": 4.4,
            "note": "1–7; lower is better"
          },
          {
            "key": "channels",
            "label": "Channels represented",
            "value": 5,
            "note": "Cross-channel coverage"
          }
        ]
      },
      {
        "period": "2026-02",
        "label": "Feb 2026",
        "metrics": [
          {
            "key": "interactions",
            "label": "Interactions reviewed",
            "value": 106,
            "note": "Synthetic records in period"
          },
          {
            "key": "resolved_rate",
            "label": "Resolved rate",
            "value": 84.0,
            "note": "Percent marked resolved"
          },
          {
            "key": "effort",
            "label": "Average effort",
            "value": 4.2,
            "note": "1–7; lower is better"
          },
          {
            "key": "channels",
            "label": "Channels represented",
            "value": 5,
            "note": "Cross-channel coverage"
          }
        ]
      },
      {
        "period": "2026-03",
        "label": "Mar 2026",
        "metrics": [
          {
            "key": "interactions",
            "label": "Interactions reviewed",
            "value": 120,
            "note": "Synthetic records in period"
          },
          {
            "key": "resolved_rate",
            "label": "Resolved rate",
            "value": 77.5,
            "note": "Percent marked resolved"
          },
          {
            "key": "effort",
            "label": "Average effort",
            "value": 4.1,
            "note": "1–7; lower is better"
          },
          {
            "key": "channels",
            "label": "Channels represented",
            "value": 5,
            "note": "Cross-channel coverage"
          }
        ]
      }
    ]
  },
  "evidence_labels": {
    "case": "Case ID",
    "entity": "Customer ID"
  }
}