id stringlengths 33 75 | group_id stringlengths 24 53 | split stringclasses 1
value | source stringclasses 12
values | kind stringclasses 3
values | question stringlengths 38 926 | options listlengths 2 16 | target listlengths 2 16 | state_json stringlengths 187 1.26k | metadata_json stringlengths 462 975 | record_json stringlengths 999 3.03k | original_line_number int64 1 80.8k |
|---|---|---|---|---|---|---|---|---|---|---|---|
customer-control-v1:42:23:frustration | customer-control-v1:42:23 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
0,
1,
0
] | "Conversation with account holder Harbor-0b5c5faf7a.\nCustomer message: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Please explain this charge; I am not asking for money back. This is frustrating, but I apprec... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-0b5c5faf7a"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:23", "id": "customer-control-v1:42:23:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entit... | 101 |
customer-control-v1:42:23:churn_likelihood_level | customer-control-v1:42:23 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
1,
0,
0
] | "Conversation with account holder Harbor-0b5c5faf7a.\nCustomer message: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Please explain this charge; I am not asking for money back. This is frustrating, but I apprec... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-0b5c5faf7a"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:23", "id": "customer-control-v1:42:23:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity":... | 102 |
customer-control-v1:42:24:category | customer-control-v1:42:24 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"feature_request: The user is requesting new functionality",
"bug_report: The user is reporting something that is broken or producing errors",
"billing: Charges, invoices, refunds, subscriptions",
"account: Login, permissions, profile, security"
] | [
0,
0,
1,
0
] | "Conversation with account holder Harbor-08aef0189a.\nCustomer message: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Please apply a credit for the extra payment to my next invoice. This is frustrating, but I ap... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 1, "refund": true, "repro": false, "severity": 0}, "entity_ids": ["Harbor-08aef0189a"], "family": "routing", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:24", "id": "customer-control-v1:42:24:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 1, "refund": true, "repro": false, "severity": 0}, "entity_i... | 103 |
customer-control-v1:42:24:bug_severity | customer-control-v1:42:24 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
1,
0,
0
] | "Conversation with account holder Harbor-08aef0189a.\nCustomer message: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Please apply a credit for the extra payment to my next invoice. This is frustrating, but I ap... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 1, "refund": true, "repro": false, "severity": 0}, "entity_ids": ["Harbor-08aef0189a"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_con... | {"group_id": "customer-control-v1:42:24", "id": "customer-control-v1:42:24:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 1, "refund": true, "repro": false, "severity": 0}, "entit... | 104 |
customer-control-v1:42:24:has_reproducible_steps | customer-control-v1:42:24 | train | customer-control-v1 | noul | The user describes specific steps to reproduce the issue. For this controlled task, require at least two ordered user actions and the observed result. A vague report, a resolved historical issue, or an instruction to support staff is insufficient. | [
"no",
"yes"
] | [
1,
0
] | "Conversation with account holder Harbor-08aef0189a.\nCustomer message: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Please apply a credit for the extra payment to my next invoice. This is frustrating, but I ap... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 1, "refund": true, "repro": false, "severity": 0}, "entity_ids": ["Harbor-08aef0189a"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_c... | {"group_id": "customer-control-v1:42:24", "id": "customer-control-v1:42:24:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 1, "refund": true, "repro": false, "severity": 0... | 105 |
customer-control-v1:42:24:refund_requested | customer-control-v1:42:24 | train | customer-control-v1 | noul | The user is explicitly asking for a refund or credit for the current issue. A question about charges, an explicit denial of wanting money back, or a mention of an already completed refund is not a current request. | [
"no",
"yes"
] | [
0,
1
] | "Conversation with account holder Harbor-08aef0189a.\nCustomer message: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Please apply a credit for the extra payment to my next invoice. This is frustrating, but I ap... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 1, "refund": true, "repro": false, "severity": 0}, "entity_ids": ["Harbor-08aef0189a"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_c... | {"group_id": "customer-control-v1:42:24", "id": "customer-control-v1:42:24:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 1, "refund": true, "repro": false, "severity": 0}, "en... | 106 |
customer-control-v1:42:24:frustration | customer-control-v1:42:24 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
0,
1,
0
] | "Conversation with account holder Harbor-08aef0189a.\nCustomer message: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Please apply a credit for the extra payment to my next invoice. This is frustrating, but I ap... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 1, "refund": true, "repro": false, "severity": 0}, "entity_ids": ["Harbor-08aef0189a"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_con... | {"group_id": "customer-control-v1:42:24", "id": "customer-control-v1:42:24:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 1, "refund": true, "repro": false, "severity": 0}, "entity... | 107 |
customer-control-v1:42:24:churn_likelihood_level | customer-control-v1:42:24 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
0,
0,
1
] | "Conversation with account holder Harbor-08aef0189a.\nCustomer message: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Please apply a credit for the extra payment to my next invoice. This is frustrating, but I ap... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 1, "refund": true, "repro": false, "severity": 0}, "entity_ids": ["Harbor-08aef0189a"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_con... | {"group_id": "customer-control-v1:42:24", "id": "customer-control-v1:42:24:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 1, "refund": true, "repro": false, "severity": ... | 108 |
customer-control-v1:42:26:category | customer-control-v1:42:26 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"feature_request: The user is requesting new functionality",
"account: Login, permissions, profile, security",
"bug_report: The user is reporting something that is broken or producing errors",
"billing: Charges, invoices, refunds, subscriptions"
] | [
0,
1,
0,
0
] | "Customer Harbor-4f50ee38e3: I need access restored after changing the email address used to sign in. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: This is frustrating, but I appreciate your help and will keep this constructive. Whether I renew depends on whether this is ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-4f50ee38e3"], "family": "routing", "language": "en", "provenance": {"annotation_status": "synthetic_c... | {"group_id": "customer-control-v1:42:26", "id": "customer-control-v1:42:26:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_... | 109 |
customer-control-v1:42:26:bug_severity | customer-control-v1:42:26 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
1,
0,
0
] | "Customer Harbor-4f50ee38e3: I need access restored after changing the email address used to sign in. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: This is frustrating, but I appreciate your help and will keep this constructive. Whether I renew depends on whether this is ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-4f50ee38e3"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:26", "id": "customer-control-v1:42:26:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "enti... | 110 |
customer-control-v1:42:26:has_reproducible_steps | customer-control-v1:42:26 | train | customer-control-v1 | noul | The user describes specific steps to reproduce the issue. For this controlled task, require at least two ordered user actions and the observed result. A vague report, a resolved historical issue, or an instruction to support staff is insufficient. | [
"no",
"yes"
] | [
1,
0
] | "Customer Harbor-4f50ee38e3: I need access restored after changing the email address used to sign in. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: This is frustrating, but I appreciate your help and will keep this constructive. Whether I renew depends on whether this is ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-4f50ee38e3"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_... | {"group_id": "customer-control-v1:42:26", "id": "customer-control-v1:42:26:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": ... | 111 |
customer-control-v1:42:26:refund_requested | customer-control-v1:42:26 | train | customer-control-v1 | noul | The user is explicitly asking for a refund or credit for the current issue. A question about charges, an explicit denial of wanting money back, or a mention of an already completed refund is not a current request. | [
"no",
"yes"
] | [
1,
0
] | "Customer Harbor-4f50ee38e3: I need access restored after changing the email address used to sign in. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: This is frustrating, but I appreciate your help and will keep this constructive. Whether I renew depends on whether this is ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-4f50ee38e3"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_... | {"group_id": "customer-control-v1:42:26", "id": "customer-control-v1:42:26:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "e... | 112 |
customer-control-v1:42:26:frustration | customer-control-v1:42:26 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
0,
1,
0
] | "Customer Harbor-4f50ee38e3: I need access restored after changing the email address used to sign in. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: This is frustrating, but I appreciate your help and will keep this constructive. Whether I renew depends on whether this is ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-4f50ee38e3"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:26", "id": "customer-control-v1:42:26:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entit... | 113 |
customer-control-v1:42:26:churn_likelihood_level | customer-control-v1:42:26 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
0,
1,
0
] | "Customer Harbor-4f50ee38e3: I need access restored after changing the email address used to sign in. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: This is frustrating, but I appreciate your help and will keep this constructive. Whether I renew depends on whether this is ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-4f50ee38e3"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:26", "id": "customer-control-v1:42:26:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity":... | 114 |
customer-control-v1:42:27:category | customer-control-v1:42:27 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"billing: Charges, invoices, refunds, subscriptions",
"bug_report: The user is reporting something that is broken or producing errors",
"account: Login, permissions, profile, security",
"feature_request: The user is requesting new functionality"
] | [
0,
1,
0,
0
] | "Customer Harbor-7df5773e27: Report export fails through every available method, so I cannot complete my filing. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: It happens sometimes, but I cannot recall the sequence that led to it. This is frustrating, but I appreciate your... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-7df5773e27"], "family": "routing", "language": "en", "provenance": {"annotation_status": "syntheti... | {"group_id": "customer-control-v1:42:27", "id": "customer-control-v1:42:27:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 2}, "enti... | 115 |
customer-control-v1:42:27:bug_severity | customer-control-v1:42:27 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
0,
0,
1
] | "Customer Harbor-7df5773e27: Report export fails through every available method, so I cannot complete my filing. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: It happens sometimes, but I cannot recall the sequence that led to it. This is frustrating, but I appreciate your... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-7df5773e27"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic... | {"group_id": "customer-control-v1:42:27", "id": "customer-control-v1:42:27:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 2}, "e... | 116 |
customer-control-v1:42:27:has_reproducible_steps | customer-control-v1:42:27 | train | customer-control-v1 | noul | The user describes specific steps to reproduce the issue. For this controlled task, require at least two ordered user actions and the observed result. A vague report, a resolved historical issue, or an instruction to support staff is insufficient. | [
"no",
"yes"
] | [
1,
0
] | "Customer Harbor-7df5773e27: Report export fails through every available method, so I cannot complete my filing. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: It happens sometimes, but I cannot recall the sequence that led to it. This is frustrating, but I appreciate your... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-7df5773e27"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthet... | {"group_id": "customer-control-v1:42:27", "id": "customer-control-v1:42:27:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity... | 117 |
customer-control-v1:42:27:refund_requested | customer-control-v1:42:27 | train | customer-control-v1 | noul | The user is explicitly asking for a refund or credit for the current issue. A question about charges, an explicit denial of wanting money back, or a mention of an already completed refund is not a current request. | [
"no",
"yes"
] | [
1,
0
] | "Customer Harbor-7df5773e27: Report export fails through every available method, so I cannot complete my filing. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: It happens sometimes, but I cannot recall the sequence that led to it. This is frustrating, but I appreciate your... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-7df5773e27"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthet... | {"group_id": "customer-control-v1:42:27", "id": "customer-control-v1:42:27:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 2},... | 118 |
customer-control-v1:42:27:frustration | customer-control-v1:42:27 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
0,
1,
0
] | "Customer Harbor-7df5773e27: Report export fails through every available method, so I cannot complete my filing. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: It happens sometimes, but I cannot recall the sequence that led to it. This is frustrating, but I appreciate your... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-7df5773e27"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic... | {"group_id": "customer-control-v1:42:27", "id": "customer-control-v1:42:27:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 2}, "en... | 119 |
customer-control-v1:42:27:churn_likelihood_level | customer-control-v1:42:27 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
0,
0,
1
] | "Customer Harbor-7df5773e27: Report export fails through every available method, so I cannot complete my filing. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: It happens sometimes, but I cannot recall the sequence that led to it. This is frustrating, but I appreciate your... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-7df5773e27"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic... | {"group_id": "customer-control-v1:42:27", "id": "customer-control-v1:42:27:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severit... | 120 |
customer-control-v1:42:28:category | customer-control-v1:42:28 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"billing: Charges, invoices, refunds, subscriptions",
"feature_request: The user is requesting new functionality",
"account: Login, permissions, profile, security",
"bug_report: The user is reporting something that is broken or producing errors"
] | [
1,
0,
0,
0
] | "Customer Harbor-0cefaca935: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: Last month's refund has arrived. Today I only want the invoice explained. Well, that was something. Whether I renew depends on whether this i... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["billing"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-0cefaca935"], "family": "routing", "language": "en+zh", "provenance": {"annotation_status": "s... | {"group_id": "customer-control-v1:42:28", "id": "customer-control-v1:42:28:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["billing"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "... | 121 |
customer-control-v1:42:28:bug_severity | customer-control-v1:42:28 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
1,
0,
0
] | "Customer Harbor-0cefaca935: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: Last month's refund has arrived. Today I only want the invoice explained. Well, that was something. Whether I renew depends on whether this i... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["billing"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-0cefaca935"], "family": "rubric", "language": "en+zh", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:28", "id": "customer-control-v1:42:28:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["billing"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}... | 122 |
customer-control-v1:42:28:has_reproducible_steps | customer-control-v1:42:28 | train | customer-control-v1 | noul | The user describes specific steps to reproduce the issue. For this controlled task, require at least two ordered user actions and the observed result. A vague report, a resolved historical issue, or an instruction to support staff is insufficient. | [
"no",
"yes"
] | [
1,
0
] | "Customer Harbor-0cefaca935: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: Last month's refund has arrived. Today I only want the invoice explained. Well, that was something. Whether I renew depends on whether this i... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["billing"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-0cefaca935"], "family": "evidence", "language": "en+zh", "provenance": {"annotation_status": "... | {"group_id": "customer-control-v1:42:28", "id": "customer-control-v1:42:28:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["billing"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "seve... | 123 |
customer-control-v1:42:28:refund_requested | customer-control-v1:42:28 | train | customer-control-v1 | noul | The user is explicitly asking for a refund or credit for the current issue. A question about charges, an explicit denial of wanting money back, or a mention of an already completed refund is not a current request. | [
"no",
"yes"
] | [
1,
0
] | "Customer Harbor-0cefaca935: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: Last month's refund has arrived. Today I only want the invoice explained. Well, that was something. Whether I renew depends on whether this i... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["billing"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-0cefaca935"], "family": "evidence", "language": "en+zh", "provenance": {"annotation_status": "... | {"group_id": "customer-control-v1:42:28", "id": "customer-control-v1:42:28:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["billing"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity":... | 124 |
customer-control-v1:42:28:frustration | customer-control-v1:42:28 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
0.5,
0.5,
0
] | "Customer Harbor-0cefaca935: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: Last month's refund has arrived. Today I only want the invoice explained. Well, that was something. Whether I renew depends on whether this i... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["billing"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-0cefaca935"], "family": "rubric", "language": "en+zh", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:28", "id": "customer-control-v1:42:28:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["billing"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0},... | 125 |
customer-control-v1:42:28:churn_likelihood_level | customer-control-v1:42:28 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
0,
1,
0
] | "Customer Harbor-0cefaca935: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: Last month's refund has arrived. Today I only want the invoice explained. Well, that was something. Whether I renew depends on whether this i... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["billing"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-0cefaca935"], "family": "rubric", "language": "en+zh", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:28", "id": "customer-control-v1:42:28:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["billing"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "sev... | 126 |
customer-control-v1:42:29:category | customer-control-v1:42:29 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"account: Login, permissions, profile, security",
"bug_report: The user is reporting something that is broken or producing errors",
"feature_request: The user is requesting new functionality",
"billing: Charges, invoices, refunds, subscriptions"
] | [
0.5,
0.5,
0,
0
] | "Conversation with account holder Harbor-185e3fd074.\nCustomer message: Exporting a report fails, but I can download the CSV and finish in the desktop app. I need access restored after changing the email address used to sign in. Both of those requests matter equally to me; I have not chosen one to address first.\nSuppo... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["bug_report", "account"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-185e3fd074"], "family": "routing", "language": "en", "provenance": {"annotation_sta... | {"group_id": "customer-control-v1:42:29", "id": "customer-control-v1:42:29:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["bug_report", "account"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "sever... | 127 |
customer-control-v1:42:29:bug_severity | customer-control-v1:42:29 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
0,
1,
0
] | "Conversation with account holder Harbor-185e3fd074.\nCustomer message: Exporting a report fails, but I can download the CSV and finish in the desktop app. I need access restored after changing the email address used to sign in. Both of those requests matter equally to me; I have not chosen one to address first.\nSuppo... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["bug_report", "account"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-185e3fd074"], "family": "rubric", "language": "en", "provenance": {"annotation_stat... | {"group_id": "customer-control-v1:42:29", "id": "customer-control-v1:42:29:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["bug_report", "account"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "se... | 128 |
customer-control-v1:42:29:has_reproducible_steps | customer-control-v1:42:29 | train | customer-control-v1 | noul | The user describes specific steps to reproduce the issue. For this controlled task, require at least two ordered user actions and the observed result. A vague report, a resolved historical issue, or an instruction to support staff is insufficient. | [
"no",
"yes"
] | [
1,
0
] | "Conversation with account holder Harbor-185e3fd074.\nCustomer message: Exporting a report fails, but I can download the CSV and finish in the desktop app. I need access restored after changing the email address used to sign in. Both of those requests matter equally to me; I have not chosen one to address first.\nSuppo... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["bug_report", "account"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-185e3fd074"], "family": "evidence", "language": "en", "provenance": {"annotation_st... | {"group_id": "customer-control-v1:42:29", "id": "customer-control-v1:42:29:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["bug_report", "account"], "churn": 0, "frustration": 2, "refund": false, "repro": f... | 129 |
customer-control-v1:42:29:refund_requested | customer-control-v1:42:29 | train | customer-control-v1 | noul | The user is explicitly asking for a refund or credit for the current issue. A question about charges, an explicit denial of wanting money back, or a mention of an already completed refund is not a current request. | [
"no",
"yes"
] | [
1,
0
] | "Conversation with account holder Harbor-185e3fd074.\nCustomer message: Exporting a report fails, but I can download the CSV and finish in the desktop app. I need access restored after changing the email address used to sign in. Both of those requests matter equally to me; I have not chosen one to address first.\nSuppo... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["bug_report", "account"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-185e3fd074"], "family": "evidence", "language": "en", "provenance": {"annotation_st... | {"group_id": "customer-control-v1:42:29", "id": "customer-control-v1:42:29:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["bug_report", "account"], "churn": 0, "frustration": 2, "refund": false, "repro": false, ... | 130 |
customer-control-v1:42:29:frustration | customer-control-v1:42:29 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
0,
0,
1
] | "Conversation with account holder Harbor-185e3fd074.\nCustomer message: Exporting a report fails, but I can download the CSV and finish in the desktop app. I need access restored after changing the email address used to sign in. Both of those requests matter equally to me; I have not chosen one to address first.\nSuppo... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["bug_report", "account"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-185e3fd074"], "family": "rubric", "language": "en", "provenance": {"annotation_stat... | {"group_id": "customer-control-v1:42:29", "id": "customer-control-v1:42:29:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["bug_report", "account"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "sev... | 131 |
customer-control-v1:42:29:churn_likelihood_level | customer-control-v1:42:29 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
1,
0,
0
] | "Conversation with account holder Harbor-185e3fd074.\nCustomer message: Exporting a report fails, but I can download the CSV and finish in the desktop app. I need access restored after changing the email address used to sign in. Both of those requests matter equally to me; I have not chosen one to address first.\nSuppo... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["bug_report", "account"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-185e3fd074"], "family": "rubric", "language": "en", "provenance": {"annotation_stat... | {"group_id": "customer-control-v1:42:29", "id": "customer-control-v1:42:29:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["bug_report", "account"], "churn": 0, "frustration": 2, "refund": false, "repro": ... | 132 |
customer-control-v1:42:31:category | customer-control-v1:42:31 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"bug_report: The user is reporting something that is broken or producing errors",
"account: Login, permissions, profile, security",
"feature_request: The user is requesting new functionality",
"billing: Charges, invoices, refunds, subscriptions"
] | [
0,
0,
1,
0
] | "Conversation with account holder Harbor-1131950b48.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: This is frustrating, but I appreciate your help and will keep this... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-1131950b48"], "family": "routing", "language": "en", "provenance": {"annotation_status": "syn... | {"group_id": "customer-control-v1:42:31", "id": "customer-control-v1:42:31:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, ... | 133 |
customer-control-v1:42:31:bug_severity | customer-control-v1:42:31 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
1,
0,
0
] | "Conversation with account holder Harbor-1131950b48.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: This is frustrating, but I appreciate your help and will keep this... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-1131950b48"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synt... | {"group_id": "customer-control-v1:42:31", "id": "customer-control-v1:42:31:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0... | 134 |
customer-control-v1:42:31:has_reproducible_steps | customer-control-v1:42:31 | train | customer-control-v1 | noul | The user describes specific steps to reproduce the issue. For this controlled task, require at least two ordered user actions and the observed result. A vague report, a resolved historical issue, or an instruction to support staff is insufficient. | [
"no",
"yes"
] | [
1,
0
] | "Conversation with account holder Harbor-1131950b48.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: This is frustrating, but I appreciate your help and will keep this... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-1131950b48"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:31", "id": "customer-control-v1:42:31:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "sev... | 135 |
customer-control-v1:42:31:refund_requested | customer-control-v1:42:31 | train | customer-control-v1 | noul | The user is explicitly asking for a refund or credit for the current issue. A question about charges, an explicit denial of wanting money back, or a mention of an already completed refund is not a current request. | [
"no",
"yes"
] | [
1,
0
] | "Conversation with account holder Harbor-1131950b48.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: This is frustrating, but I appreciate your help and will keep this... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-1131950b48"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:31", "id": "customer-control-v1:42:31:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity"... | 136 |
customer-control-v1:42:31:frustration | customer-control-v1:42:31 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
0,
1,
0
] | "Conversation with account holder Harbor-1131950b48.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: This is frustrating, but I appreciate your help and will keep this... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-1131950b48"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synt... | {"group_id": "customer-control-v1:42:31", "id": "customer-control-v1:42:31:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}... | 137 |
customer-control-v1:42:31:churn_likelihood_level | customer-control-v1:42:31 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
0,
1,
0
] | "Conversation with account holder Harbor-1131950b48.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: This is frustrating, but I appreciate your help and will keep this... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-1131950b48"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synt... | {"group_id": "customer-control-v1:42:31", "id": "customer-control-v1:42:31:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "se... | 138 |
customer-control-v1:42:32:category | customer-control-v1:42:32 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"account: Login, permissions, profile, security",
"feature_request: The user is requesting new functionality",
"bug_report: The user is reporting something that is broken or producing errors",
"billing: Charges, invoices, refunds, subscriptions"
] | [
0,
0.5,
0,
0.5
] | "Conversation with account holder Harbor-ec89667375.\nCustomer message: My card was charged twice for the same monthly invoice. I would like an offline reading mode, which this product does not currently offer. Both of those requests matter equally to me; I have not chosen one to address first.\nSupport: Please tell us... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["billing", "feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-ec89667375"], "family": "routing", "language": "en", "provenance": {"annotatio... | {"group_id": "customer-control-v1:42:32", "id": "customer-control-v1:42:32:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["billing", "feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "... | 139 |
customer-control-v1:42:32:bug_severity | customer-control-v1:42:32 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
1,
0,
0
] | "Conversation with account holder Harbor-ec89667375.\nCustomer message: My card was charged twice for the same monthly invoice. I would like an offline reading mode, which this product does not currently offer. Both of those requests matter equally to me; I have not chosen one to address first.\nSupport: Please tell us... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["billing", "feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-ec89667375"], "family": "rubric", "language": "en", "provenance": {"annotation... | {"group_id": "customer-control-v1:42:32", "id": "customer-control-v1:42:32:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["billing", "feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false... | 140 |
customer-control-v1:42:32:has_reproducible_steps | customer-control-v1:42:32 | train | customer-control-v1 | noul | The user describes specific steps to reproduce the issue. For this controlled task, require at least two ordered user actions and the observed result. A vague report, a resolved historical issue, or an instruction to support staff is insufficient. | [
"no",
"yes"
] | [
1,
0
] | "Conversation with account holder Harbor-ec89667375.\nCustomer message: My card was charged twice for the same monthly invoice. I would like an offline reading mode, which this product does not currently offer. Both of those requests matter equally to me; I have not chosen one to address first.\nSupport: Please tell us... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["billing", "feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-ec89667375"], "family": "evidence", "language": "en", "provenance": {"annotati... | {"group_id": "customer-control-v1:42:32", "id": "customer-control-v1:42:32:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["billing", "feature_request"], "churn": 1, "frustration": 0, "refund": false, "repr... | 141 |
customer-control-v1:42:32:refund_requested | customer-control-v1:42:32 | train | customer-control-v1 | noul | The user is explicitly asking for a refund or credit for the current issue. A question about charges, an explicit denial of wanting money back, or a mention of an already completed refund is not a current request. | [
"no",
"yes"
] | [
1,
0
] | "Conversation with account holder Harbor-ec89667375.\nCustomer message: My card was charged twice for the same monthly invoice. I would like an offline reading mode, which this product does not currently offer. Both of those requests matter equally to me; I have not chosen one to address first.\nSupport: Please tell us... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["billing", "feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-ec89667375"], "family": "evidence", "language": "en", "provenance": {"annotati... | {"group_id": "customer-control-v1:42:32", "id": "customer-control-v1:42:32:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["billing", "feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": fa... | 142 |
customer-control-v1:42:32:frustration | customer-control-v1:42:32 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
1,
0,
0
] | "Conversation with account holder Harbor-ec89667375.\nCustomer message: My card was charged twice for the same monthly invoice. I would like an offline reading mode, which this product does not currently offer. Both of those requests matter equally to me; I have not chosen one to address first.\nSupport: Please tell us... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["billing", "feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-ec89667375"], "family": "rubric", "language": "en", "provenance": {"annotation... | {"group_id": "customer-control-v1:42:32", "id": "customer-control-v1:42:32:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["billing", "feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false,... | 143 |
customer-control-v1:42:32:churn_likelihood_level | customer-control-v1:42:32 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
0,
1,
0
] | "Conversation with account holder Harbor-ec89667375.\nCustomer message: My card was charged twice for the same monthly invoice. I would like an offline reading mode, which this product does not currently offer. Both of those requests matter equally to me; I have not chosen one to address first.\nSupport: Please tell us... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["billing", "feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-ec89667375"], "family": "rubric", "language": "en", "provenance": {"annotation... | {"group_id": "customer-control-v1:42:32", "id": "customer-control-v1:42:32:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["billing", "feature_request"], "churn": 1, "frustration": 0, "refund": false, "rep... | 144 |
customer-control-v1:42:34:category | customer-control-v1:42:34 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"account: Login, permissions, profile, security",
"feature_request: The user is requesting new functionality",
"bug_report: The user is reporting something that is broken or producing errors",
"billing: Charges, invoices, refunds, subscriptions"
] | [
0,
0.5,
0.5,
0
] | "Conversation with account holder Harbor-c679c85ce0.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. The report heading is misaligned, but every report function still works. Both of those requests matter equally to me; I have not chosen one to address first.\nSuppor... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 1, "frustration": 1, "refund": false, "repro": true, "severity": 0}, "entity_ids": ["Harbor-c679c85ce0"], "family": "routing", "language": "en", "provenance": {"annotat... | {"group_id": "customer-control-v1:42:34", "id": "customer-control-v1:42:34:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 1, "frustration": 1, "refund": false, "repro": true,... | 145 |
customer-control-v1:42:34:bug_severity | customer-control-v1:42:34 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
1,
0,
0
] | "Conversation with account holder Harbor-c679c85ce0.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. The report heading is misaligned, but every report function still works. Both of those requests matter equally to me; I have not chosen one to address first.\nSuppor... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 1, "frustration": 1, "refund": false, "repro": true, "severity": 0}, "entity_ids": ["Harbor-c679c85ce0"], "family": "rubric", "language": "en", "provenance": {"annotati... | {"group_id": "customer-control-v1:42:34", "id": "customer-control-v1:42:34:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 1, "frustration": 1, "refund": false, "repro": tr... | 146 |
customer-control-v1:42:34:has_reproducible_steps | customer-control-v1:42:34 | train | customer-control-v1 | noul | The user describes specific steps to reproduce the issue. For this controlled task, require at least two ordered user actions and the observed result. A vague report, a resolved historical issue, or an instruction to support staff is insufficient. | [
"no",
"yes"
] | [
0,
1
] | "Conversation with account holder Harbor-c679c85ce0.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. The report heading is misaligned, but every report function still works. Both of those requests matter equally to me; I have not chosen one to address first.\nSuppor... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 1, "frustration": 1, "refund": false, "repro": true, "severity": 0}, "entity_ids": ["Harbor-c679c85ce0"], "family": "evidence", "language": "en", "provenance": {"annota... | {"group_id": "customer-control-v1:42:34", "id": "customer-control-v1:42:34:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 1, "frustration": 1, "refund": false, "r... | 147 |
customer-control-v1:42:34:refund_requested | customer-control-v1:42:34 | train | customer-control-v1 | noul | The user is explicitly asking for a refund or credit for the current issue. A question about charges, an explicit denial of wanting money back, or a mention of an already completed refund is not a current request. | [
"no",
"yes"
] | [
1,
0
] | "Conversation with account holder Harbor-c679c85ce0.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. The report heading is misaligned, but every report function still works. Both of those requests matter equally to me; I have not chosen one to address first.\nSuppor... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 1, "frustration": 1, "refund": false, "repro": true, "severity": 0}, "entity_ids": ["Harbor-c679c85ce0"], "family": "evidence", "language": "en", "provenance": {"annota... | {"group_id": "customer-control-v1:42:34", "id": "customer-control-v1:42:34:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 1, "frustration": 1, "refund": false, "repro":... | 148 |
customer-control-v1:42:34:frustration | customer-control-v1:42:34 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
0,
1,
0
] | "Conversation with account holder Harbor-c679c85ce0.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. The report heading is misaligned, but every report function still works. Both of those requests matter equally to me; I have not chosen one to address first.\nSuppor... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 1, "frustration": 1, "refund": false, "repro": true, "severity": 0}, "entity_ids": ["Harbor-c679c85ce0"], "family": "rubric", "language": "en", "provenance": {"annotati... | {"group_id": "customer-control-v1:42:34", "id": "customer-control-v1:42:34:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 1, "frustration": 1, "refund": false, "repro": tru... | 149 |
customer-control-v1:42:34:churn_likelihood_level | customer-control-v1:42:34 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
0,
1,
0
] | "Conversation with account holder Harbor-c679c85ce0.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. The report heading is misaligned, but every report function still works. Both of those requests matter equally to me; I have not chosen one to address first.\nSuppor... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 1, "frustration": 1, "refund": false, "repro": true, "severity": 0}, "entity_ids": ["Harbor-c679c85ce0"], "family": "rubric", "language": "en", "provenance": {"annotati... | {"group_id": "customer-control-v1:42:34", "id": "customer-control-v1:42:34:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 1, "frustration": 1, "refund": false, "... | 150 |
customer-control-v1:42:35:category | customer-control-v1:42:35 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"bug_report: The user is reporting something that is broken or producing errors",
"feature_request: The user is requesting new functionality",
"account: Login, permissions, profile, security",
"billing: Charges, invoices, refunds, subscriptions"
] | [
0,
1,
0,
0
] | "Conversation with account holder Harbor-786fd6b1dd.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: This is frustrating, but I appreciate your help and will keep this... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-786fd6b1dd"], "family": "routing", "language": "en", "provenance": {"annotation_status": "syn... | {"group_id": "customer-control-v1:42:35", "id": "customer-control-v1:42:35:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, ... | 151 |
customer-control-v1:42:35:bug_severity | customer-control-v1:42:35 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
1,
0,
0
] | "Conversation with account holder Harbor-786fd6b1dd.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: This is frustrating, but I appreciate your help and will keep this... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-786fd6b1dd"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synt... | {"group_id": "customer-control-v1:42:35", "id": "customer-control-v1:42:35:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0... | 152 |
customer-control-v1:42:35:has_reproducible_steps | customer-control-v1:42:35 | train | customer-control-v1 | noul | The user describes specific steps to reproduce the issue. For this controlled task, require at least two ordered user actions and the observed result. A vague report, a resolved historical issue, or an instruction to support staff is insufficient. | [
"no",
"yes"
] | [
1,
0
] | "Conversation with account holder Harbor-786fd6b1dd.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: This is frustrating, but I appreciate your help and will keep this... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-786fd6b1dd"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:35", "id": "customer-control-v1:42:35:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "sev... | 153 |
customer-control-v1:42:35:refund_requested | customer-control-v1:42:35 | train | customer-control-v1 | noul | The user is explicitly asking for a refund or credit for the current issue. A question about charges, an explicit denial of wanting money back, or a mention of an already completed refund is not a current request. | [
"no",
"yes"
] | [
1,
0
] | "Conversation with account holder Harbor-786fd6b1dd.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: This is frustrating, but I appreciate your help and will keep this... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-786fd6b1dd"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:35", "id": "customer-control-v1:42:35:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity"... | 154 |
customer-control-v1:42:35:frustration | customer-control-v1:42:35 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
0,
1,
0
] | "Conversation with account holder Harbor-786fd6b1dd.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: This is frustrating, but I appreciate your help and will keep this... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-786fd6b1dd"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synt... | {"group_id": "customer-control-v1:42:35", "id": "customer-control-v1:42:35:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}... | 155 |
customer-control-v1:42:35:churn_likelihood_level | customer-control-v1:42:35 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
1,
0,
0
] | "Conversation with account holder Harbor-786fd6b1dd.\nCustomer message: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: This is frustrating, but I appreciate your help and will keep this... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-786fd6b1dd"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synt... | {"group_id": "customer-control-v1:42:35", "id": "customer-control-v1:42:35:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "se... | 156 |
customer-control-v1:42:36:category | customer-control-v1:42:36 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"account: Login, permissions, profile, security",
"billing: Charges, invoices, refunds, subscriptions",
"feature_request: The user is requesting new functionality",
"bug_report: The user is reporting something that is broken or producing errors"
] | [
0,
0,
1,
0
] | "Customer Harbor-d86333c13a: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: This is frustrating, but I appreciate your help and will keep this constructive. I have decided to leave. Please c... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-d86333c13a"], "family": "routing", "language": "en+zh", "provenance": {"annotation_status": "... | {"group_id": "customer-control-v1:42:36", "id": "customer-control-v1:42:36:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, ... | 157 |
customer-control-v1:42:36:bug_severity | customer-control-v1:42:36 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
1,
0,
0
] | "Customer Harbor-d86333c13a: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: This is frustrating, but I appreciate your help and will keep this constructive. I have decided to leave. Please c... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-d86333c13a"], "family": "rubric", "language": "en+zh", "provenance": {"annotation_status": "s... | {"group_id": "customer-control-v1:42:36", "id": "customer-control-v1:42:36:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0... | 158 |
customer-control-v1:42:36:has_reproducible_steps | customer-control-v1:42:36 | train | customer-control-v1 | noul | The user describes specific steps to reproduce the issue. For this controlled task, require at least two ordered user actions and the observed result. A vague report, a resolved historical issue, or an instruction to support staff is insufficient. | [
"no",
"yes"
] | [
1,
0
] | "Customer Harbor-d86333c13a: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: This is frustrating, but I appreciate your help and will keep this constructive. I have decided to leave. Please c... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-d86333c13a"], "family": "evidence", "language": "en+zh", "provenance": {"annotation_status": ... | {"group_id": "customer-control-v1:42:36", "id": "customer-control-v1:42:36:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "sev... | 159 |
customer-control-v1:42:36:refund_requested | customer-control-v1:42:36 | train | customer-control-v1 | noul | The user is explicitly asking for a refund or credit for the current issue. A question about charges, an explicit denial of wanting money back, or a mention of an already completed refund is not a current request. | [
"no",
"yes"
] | [
1,
0
] | "Customer Harbor-d86333c13a: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: This is frustrating, but I appreciate your help and will keep this constructive. I have decided to leave. Please c... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-d86333c13a"], "family": "evidence", "language": "en+zh", "provenance": {"annotation_status": ... | {"group_id": "customer-control-v1:42:36", "id": "customer-control-v1:42:36:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity"... | 160 |
customer-control-v1:42:36:frustration | customer-control-v1:42:36 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
0,
1,
0
] | "Customer Harbor-d86333c13a: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: This is frustrating, but I appreciate your help and will keep this constructive. I have decided to leave. Please c... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-d86333c13a"], "family": "rubric", "language": "en+zh", "provenance": {"annotation_status": "s... | {"group_id": "customer-control-v1:42:36", "id": "customer-control-v1:42:36:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}... | 161 |
customer-control-v1:42:36:churn_likelihood_level | customer-control-v1:42:36 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
0,
0,
1
] | "Customer Harbor-d86333c13a: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: This is frustrating, but I appreciate your help and will keep this constructive. I have decided to leave. Please c... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-d86333c13a"], "family": "rubric", "language": "en+zh", "provenance": {"annotation_status": "s... | {"group_id": "customer-control-v1:42:36", "id": "customer-control-v1:42:36:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "se... | 162 |
customer-control-v1:42:37:category | customer-control-v1:42:37 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"billing: Charges, invoices, refunds, subscriptions",
"bug_report: The user is reporting something that is broken or producing errors",
"feature_request: The user is requesting new functionality",
"account: Login, permissions, profile, security"
] | [
0,
1,
0,
0
] | "Customer Harbor-ac7369d2bb: Exporting a report fails. I haven't tested the desktop route and don't know whether an alternative works. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: It happens sometimes, but I cannot recall the sequence that led to it. This is frustrating,... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-ac7369d2bb"], "family": "routing", "language": "en+zh", "provenance": {"annotation_status"... | {"group_id": "customer-control-v1:42:37", "id": "customer-control-v1:42:37:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 1... | 163 |
customer-control-v1:42:37:bug_severity | customer-control-v1:42:37 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
0,
0.5,
0.5
] | "Customer Harbor-ac7369d2bb: Exporting a report fails. I haven't tested the desktop route and don't know whether an alternative works. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: It happens sometimes, but I cannot recall the sequence that led to it. This is frustrating,... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-ac7369d2bb"], "family": "rubric", "language": "en+zh", "provenance": {"annotation_status":... | {"group_id": "customer-control-v1:42:37", "id": "customer-control-v1:42:37:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity"... | 164 |
customer-control-v1:42:37:has_reproducible_steps | customer-control-v1:42:37 | train | customer-control-v1 | noul | The user describes specific steps to reproduce the issue. For this controlled task, require at least two ordered user actions and the observed result. A vague report, a resolved historical issue, or an instruction to support staff is insufficient. | [
"no",
"yes"
] | [
1,
0
] | "Customer Harbor-ac7369d2bb: Exporting a report fails. I haven't tested the desktop route and don't know whether an alternative works. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: It happens sometimes, but I cannot recall the sequence that led to it. This is frustrating,... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-ac7369d2bb"], "family": "evidence", "language": "en+zh", "provenance": {"annotation_status... | {"group_id": "customer-control-v1:42:37", "id": "customer-control-v1:42:37:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "... | 165 |
customer-control-v1:42:37:refund_requested | customer-control-v1:42:37 | train | customer-control-v1 | noul | The user is explicitly asking for a refund or credit for the current issue. A question about charges, an explicit denial of wanting money back, or a mention of an already completed refund is not a current request. | [
"no",
"yes"
] | [
1,
0
] | "Customer Harbor-ac7369d2bb: Exporting a report fails. I haven't tested the desktop route and don't know whether an alternative works. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: It happens sometimes, but I cannot recall the sequence that led to it. This is frustrating,... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-ac7369d2bb"], "family": "evidence", "language": "en+zh", "provenance": {"annotation_status... | {"group_id": "customer-control-v1:42:37", "id": "customer-control-v1:42:37:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severi... | 166 |
customer-control-v1:42:37:frustration | customer-control-v1:42:37 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
0,
1,
0
] | "Customer Harbor-ac7369d2bb: Exporting a report fails. I haven't tested the desktop route and don't know whether an alternative works. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: It happens sometimes, but I cannot recall the sequence that led to it. This is frustrating,... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-ac7369d2bb"], "family": "rubric", "language": "en+zh", "provenance": {"annotation_status":... | {"group_id": "customer-control-v1:42:37", "id": "customer-control-v1:42:37:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity":... | 167 |
customer-control-v1:42:37:churn_likelihood_level | customer-control-v1:42:37 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
1,
0,
0
] | "Customer Harbor-ac7369d2bb: Exporting a report fails. I haven't tested the desktop route and don't know whether an alternative works. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: It happens sometimes, but I cannot recall the sequence that led to it. This is frustrating,... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-ac7369d2bb"], "family": "rubric", "language": "en+zh", "provenance": {"annotation_status":... | {"group_id": "customer-control-v1:42:37", "id": "customer-control-v1:42:37:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 1, "refund": false, "repro": false, ... | 168 |
customer-control-v1:42:38:category | customer-control-v1:42:38 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"billing: Charges, invoices, refunds, subscriptions",
"feature_request: The user is requesting new functionality",
"account: Login, permissions, profile, security",
"bug_report: The user is reporting something that is broken or producing errors"
] | [
0,
1,
0,
0
] | "Customer Harbor-f56bc1d093: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: Thanks for checking. I am simply reporting what I observed. Whether I renew depends on whether this is fixed befor... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-f56bc1d093"], "family": "routing", "language": "en", "provenance": {"annotation_status": "syn... | {"group_id": "customer-control-v1:42:38", "id": "customer-control-v1:42:38:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, ... | 169 |
customer-control-v1:42:38:bug_severity | customer-control-v1:42:38 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
1,
0,
0
] | "Customer Harbor-f56bc1d093: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: Thanks for checking. I am simply reporting what I observed. Whether I renew depends on whether this is fixed befor... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-f56bc1d093"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synt... | {"group_id": "customer-control-v1:42:38", "id": "customer-control-v1:42:38:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0... | 170 |
customer-control-v1:42:38:has_reproducible_steps | customer-control-v1:42:38 | train | customer-control-v1 | noul | The user describes specific steps to reproduce the issue. For this controlled task, require at least two ordered user actions and the observed result. A vague report, a resolved historical issue, or an instruction to support staff is insufficient. | [
"no",
"yes"
] | [
1,
0
] | "Customer Harbor-f56bc1d093: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: Thanks for checking. I am simply reporting what I observed. Whether I renew depends on whether this is fixed befor... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-f56bc1d093"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:38", "id": "customer-control-v1:42:38:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "sev... | 171 |
customer-control-v1:42:38:refund_requested | customer-control-v1:42:38 | train | customer-control-v1 | noul | The user is explicitly asking for a refund or credit for the current issue. A question about charges, an explicit denial of wanting money back, or a mention of an already completed refund is not a current request. | [
"no",
"yes"
] | [
1,
0
] | "Customer Harbor-f56bc1d093: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: Thanks for checking. I am simply reporting what I observed. Whether I renew depends on whether this is fixed befor... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-f56bc1d093"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:38", "id": "customer-control-v1:42:38:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity"... | 172 |
customer-control-v1:42:38:frustration | customer-control-v1:42:38 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
1,
0,
0
] | "Customer Harbor-f56bc1d093: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: Thanks for checking. I am simply reporting what I observed. Whether I renew depends on whether this is fixed befor... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-f56bc1d093"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synt... | {"group_id": "customer-control-v1:42:38", "id": "customer-control-v1:42:38:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}... | 173 |
customer-control-v1:42:38:churn_likelihood_level | customer-control-v1:42:38 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
0,
1,
0
] | "Customer Harbor-f56bc1d093: I would like an offline reading mode, which this product does not currently offer. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: Thanks for checking. I am simply reporting what I observed. Whether I renew depends on whether this is fixed befor... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-f56bc1d093"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synt... | {"group_id": "customer-control-v1:42:38", "id": "customer-control-v1:42:38:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "se... | 174 |
customer-control-v1:42:39:category | customer-control-v1:42:39 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"feature_request: The user is requesting new functionality",
"account: Login, permissions, profile, security",
"billing: Charges, invoices, refunds, subscriptions",
"bug_report: The user is reporting something that is broken or producing errors"
] | [
0,
1,
0,
0
] | "Conversation with account holder Harbor-5e06b02cf5.\nCustomer message: I need access restored after changing the email address used to sign in. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Thanks for checking. I am simply reporting what I observed. I have decided t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-5e06b02cf5"], "family": "routing", "language": "en", "provenance": {"annotation_status": "synthetic_c... | {"group_id": "customer-control-v1:42:39", "id": "customer-control-v1:42:39:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_... | 175 |
customer-control-v1:42:39:bug_severity | customer-control-v1:42:39 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
1,
0,
0
] | "Conversation with account holder Harbor-5e06b02cf5.\nCustomer message: I need access restored after changing the email address used to sign in. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Thanks for checking. I am simply reporting what I observed. I have decided t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-5e06b02cf5"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:39", "id": "customer-control-v1:42:39:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "enti... | 176 |
customer-control-v1:42:39:has_reproducible_steps | customer-control-v1:42:39 | train | customer-control-v1 | noul | The user describes specific steps to reproduce the issue. For this controlled task, require at least two ordered user actions and the observed result. A vague report, a resolved historical issue, or an instruction to support staff is insufficient. | [
"no",
"yes"
] | [
1,
0
] | "Conversation with account holder Harbor-5e06b02cf5.\nCustomer message: I need access restored after changing the email address used to sign in. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Thanks for checking. I am simply reporting what I observed. I have decided t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-5e06b02cf5"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_... | {"group_id": "customer-control-v1:42:39", "id": "customer-control-v1:42:39:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": ... | 177 |
customer-control-v1:42:39:refund_requested | customer-control-v1:42:39 | train | customer-control-v1 | noul | The user is explicitly asking for a refund or credit for the current issue. A question about charges, an explicit denial of wanting money back, or a mention of an already completed refund is not a current request. | [
"no",
"yes"
] | [
1,
0
] | "Conversation with account holder Harbor-5e06b02cf5.\nCustomer message: I need access restored after changing the email address used to sign in. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Thanks for checking. I am simply reporting what I observed. I have decided t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-5e06b02cf5"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_... | {"group_id": "customer-control-v1:42:39", "id": "customer-control-v1:42:39:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "e... | 178 |
customer-control-v1:42:39:frustration | customer-control-v1:42:39 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
1,
0,
0
] | "Conversation with account holder Harbor-5e06b02cf5.\nCustomer message: I need access restored after changing the email address used to sign in. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Thanks for checking. I am simply reporting what I observed. I have decided t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-5e06b02cf5"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:39", "id": "customer-control-v1:42:39:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entit... | 179 |
customer-control-v1:42:39:churn_likelihood_level | customer-control-v1:42:39 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
0,
0,
1
] | "Conversation with account holder Harbor-5e06b02cf5.\nCustomer message: I need access restored after changing the email address used to sign in. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Thanks for checking. I am simply reporting what I observed. I have decided t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-5e06b02cf5"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:39", "id": "customer-control-v1:42:39:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity":... | 180 |
customer-control-v1:42:41:category | customer-control-v1:42:41 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"billing: Charges, invoices, refunds, subscriptions",
"account: Login, permissions, profile, security",
"bug_report: The user is reporting something that is broken or producing errors",
"feature_request: The user is requesting new functionality"
] | [
0,
0,
1,
0
] | "Conversation with account holder Harbor-a8c4da11f9.\nCustomer message: The report heading is misaligned, but every report function still works. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Preview; the heading shifts to the left, b... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 1, "frustration": 0, "refund": false, "repro": true, "severity": 0}, "entity_ids": ["Harbor-a8c4da11f9"], "family": "routing", "language": "en+zh", "provenance": {"annotatio... | {"group_id": "customer-control-v1:42:41", "id": "customer-control-v1:42:41:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 1, "frustration": 0, "refund": false, "repro": true, "sev... | 181 |
customer-control-v1:42:41:bug_severity | customer-control-v1:42:41 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
1,
0,
0
] | "Conversation with account holder Harbor-a8c4da11f9.\nCustomer message: The report heading is misaligned, but every report function still works. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Preview; the heading shifts to the left, b... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 1, "frustration": 0, "refund": false, "repro": true, "severity": 0}, "entity_ids": ["Harbor-a8c4da11f9"], "family": "rubric", "language": "en+zh", "provenance": {"annotation... | {"group_id": "customer-control-v1:42:41", "id": "customer-control-v1:42:41:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 1, "frustration": 0, "refund": false, "repro": true, "... | 182 |
customer-control-v1:42:41:has_reproducible_steps | customer-control-v1:42:41 | train | customer-control-v1 | noul | The user describes specific steps to reproduce the issue. For this controlled task, require at least two ordered user actions and the observed result. A vague report, a resolved historical issue, or an instruction to support staff is insufficient. | [
"no",
"yes"
] | [
0,
1
] | "Conversation with account holder Harbor-a8c4da11f9.\nCustomer message: The report heading is misaligned, but every report function still works. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Preview; the heading shifts to the left, b... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 1, "frustration": 0, "refund": false, "repro": true, "severity": 0}, "entity_ids": ["Harbor-a8c4da11f9"], "family": "evidence", "language": "en+zh", "provenance": {"annotati... | {"group_id": "customer-control-v1:42:41", "id": "customer-control-v1:42:41:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 1, "frustration": 0, "refund": false, "repro"... | 183 |
customer-control-v1:42:41:refund_requested | customer-control-v1:42:41 | train | customer-control-v1 | noul | The user is explicitly asking for a refund or credit for the current issue. A question about charges, an explicit denial of wanting money back, or a mention of an already completed refund is not a current request. | [
"no",
"yes"
] | [
1,
0
] | "Conversation with account holder Harbor-a8c4da11f9.\nCustomer message: The report heading is misaligned, but every report function still works. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Preview; the heading shifts to the left, b... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 1, "frustration": 0, "refund": false, "repro": true, "severity": 0}, "entity_ids": ["Harbor-a8c4da11f9"], "family": "evidence", "language": "en+zh", "provenance": {"annotati... | {"group_id": "customer-control-v1:42:41", "id": "customer-control-v1:42:41:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 1, "frustration": 0, "refund": false, "repro": true... | 184 |
customer-control-v1:42:41:frustration | customer-control-v1:42:41 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
1,
0,
0
] | "Conversation with account holder Harbor-a8c4da11f9.\nCustomer message: The report heading is misaligned, but every report function still works. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Preview; the heading shifts to the left, b... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 1, "frustration": 0, "refund": false, "repro": true, "severity": 0}, "entity_ids": ["Harbor-a8c4da11f9"], "family": "rubric", "language": "en+zh", "provenance": {"annotation... | {"group_id": "customer-control-v1:42:41", "id": "customer-control-v1:42:41:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 1, "frustration": 0, "refund": false, "repro": true, "s... | 185 |
customer-control-v1:42:41:churn_likelihood_level | customer-control-v1:42:41 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
0.3333333333333333,
0.3333333333333333,
0.3333333333333333
] | "Conversation with account holder Harbor-a8c4da11f9.\nCustomer message: The report heading is misaligned, but every report function still works. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Preview; the heading shifts to the left, b... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 1, "frustration": 0, "refund": false, "repro": true, "severity": 0}, "entity_ids": ["Harbor-a8c4da11f9"], "family": "rubric", "language": "en+zh", "provenance": {"annotation... | {"group_id": "customer-control-v1:42:41", "id": "customer-control-v1:42:41:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 1, "frustration": 0, "refund": false, "repro... | 186 |
customer-control-v1:42:42:category | customer-control-v1:42:42 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"bug_report: The user is reporting something that is broken or producing errors",
"feature_request: The user is requesting new functionality",
"billing: Charges, invoices, refunds, subscriptions",
"account: Login, permissions, profile, security"
] | [
1,
0,
0,
0
] | "Customer Harbor-1515fe7f4a: Exporting a report fails. I haven't tested the desktop route and don't know whether an alternative works. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: I open a saved report, then click Export; the download panel disappears and nothing is save... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 0, "refund": false, "repro": true, "severity": 1}, "entity_ids": ["Harbor-1515fe7f4a"], "family": "routing", "language": "en", "provenance": {"annotation_status": "s... | {"group_id": "customer-control-v1:42:42", "id": "customer-control-v1:42:42:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 0, "refund": false, "repro": true, "severity": 1}... | 187 |
customer-control-v1:42:42:bug_severity | customer-control-v1:42:42 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
0,
0.5,
0.5
] | "Customer Harbor-1515fe7f4a: Exporting a report fails. I haven't tested the desktop route and don't know whether an alternative works. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: I open a saved report, then click Export; the download panel disappears and nothing is save... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 0, "refund": false, "repro": true, "severity": 1}, "entity_ids": ["Harbor-1515fe7f4a"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:42", "id": "customer-control-v1:42:42:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 0, "refund": false, "repro": true, "severity":... | 188 |
customer-control-v1:42:42:has_reproducible_steps | customer-control-v1:42:42 | train | customer-control-v1 | noul | The user describes specific steps to reproduce the issue. For this controlled task, require at least two ordered user actions and the observed result. A vague report, a resolved historical issue, or an instruction to support staff is insufficient. | [
"no",
"yes"
] | [
0,
1
] | "Customer Harbor-1515fe7f4a: Exporting a report fails. I haven't tested the desktop route and don't know whether an alternative works. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: I open a saved report, then click Export; the download panel disappears and nothing is save... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 0, "refund": false, "repro": true, "severity": 1}, "entity_ids": ["Harbor-1515fe7f4a"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "... | {"group_id": "customer-control-v1:42:42", "id": "customer-control-v1:42:42:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 0, "refund": false, "repro": true, "s... | 189 |
customer-control-v1:42:42:refund_requested | customer-control-v1:42:42 | train | customer-control-v1 | noul | The user is explicitly asking for a refund or credit for the current issue. A question about charges, an explicit denial of wanting money back, or a mention of an already completed refund is not a current request. | [
"no",
"yes"
] | [
1,
0
] | "Customer Harbor-1515fe7f4a: Exporting a report fails. I haven't tested the desktop route and don't know whether an alternative works. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: I open a saved report, then click Export; the download panel disappears and nothing is save... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 0, "refund": false, "repro": true, "severity": 1}, "entity_ids": ["Harbor-1515fe7f4a"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "... | {"group_id": "customer-control-v1:42:42", "id": "customer-control-v1:42:42:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 0, "refund": false, "repro": true, "severit... | 190 |
customer-control-v1:42:42:frustration | customer-control-v1:42:42 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
1,
0,
0
] | "Customer Harbor-1515fe7f4a: Exporting a report fails. I haven't tested the desktop route and don't know whether an alternative works. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: I open a saved report, then click Export; the download panel disappears and nothing is save... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 0, "refund": false, "repro": true, "severity": 1}, "entity_ids": ["Harbor-1515fe7f4a"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:42", "id": "customer-control-v1:42:42:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 0, "refund": false, "repro": true, "severity": ... | 191 |
customer-control-v1:42:42:churn_likelihood_level | customer-control-v1:42:42 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
1,
0,
0
] | "Customer Harbor-1515fe7f4a: Exporting a report fails. I haven't tested the desktop route and don't know whether an alternative works. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: I open a saved report, then click Export; the download panel disappears and nothing is save... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 0, "refund": false, "repro": true, "severity": 1}, "entity_ids": ["Harbor-1515fe7f4a"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:42", "id": "customer-control-v1:42:42:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 0, "refund": false, "repro": true, "... | 192 |
customer-control-v1:42:43:category | customer-control-v1:42:43 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"feature_request: The user is requesting new functionality",
"account: Login, permissions, profile, security",
"bug_report: The user is reporting something that is broken or producing errors",
"billing: Charges, invoices, refunds, subscriptions"
] | [
0,
0,
0,
1
] | "Conversation with account holder Harbor-f01c0683ae.\nCustomer message: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Please apply a credit for the extra payment to my next invoice. I am furious. This treatment ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 2, "refund": true, "repro": false, "severity": 0}, "entity_ids": ["Harbor-f01c0683ae"], "family": "routing", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:43", "id": "customer-control-v1:42:43:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 2, "refund": true, "repro": false, "severity": 0}, "entity_i... | 193 |
customer-control-v1:42:43:bug_severity | customer-control-v1:42:43 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
1,
0,
0
] | "Conversation with account holder Harbor-f01c0683ae.\nCustomer message: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Please apply a credit for the extra payment to my next invoice. I am furious. This treatment ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 2, "refund": true, "repro": false, "severity": 0}, "entity_ids": ["Harbor-f01c0683ae"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_con... | {"group_id": "customer-control-v1:42:43", "id": "customer-control-v1:42:43:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 2, "refund": true, "repro": false, "severity": 0}, "entit... | 194 |
customer-control-v1:42:43:has_reproducible_steps | customer-control-v1:42:43 | train | customer-control-v1 | noul | The user describes specific steps to reproduce the issue. For this controlled task, require at least two ordered user actions and the observed result. A vague report, a resolved historical issue, or an instruction to support staff is insufficient. | [
"no",
"yes"
] | [
1,
0
] | "Conversation with account holder Harbor-f01c0683ae.\nCustomer message: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Please apply a credit for the extra payment to my next invoice. I am furious. This treatment ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 2, "refund": true, "repro": false, "severity": 0}, "entity_ids": ["Harbor-f01c0683ae"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_c... | {"group_id": "customer-control-v1:42:43", "id": "customer-control-v1:42:43:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 2, "refund": true, "repro": false, "severity": 0... | 195 |
customer-control-v1:42:43:refund_requested | customer-control-v1:42:43 | train | customer-control-v1 | noul | The user is explicitly asking for a refund or credit for the current issue. A question about charges, an explicit denial of wanting money back, or a mention of an already completed refund is not a current request. | [
"no",
"yes"
] | [
0,
1
] | "Conversation with account holder Harbor-f01c0683ae.\nCustomer message: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Please apply a credit for the extra payment to my next invoice. I am furious. This treatment ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 2, "refund": true, "repro": false, "severity": 0}, "entity_ids": ["Harbor-f01c0683ae"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_c... | {"group_id": "customer-control-v1:42:43", "id": "customer-control-v1:42:43:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 2, "refund": true, "repro": false, "severity": 0}, "en... | 196 |
customer-control-v1:42:43:frustration | customer-control-v1:42:43 | train | customer-control-v1 | score | How frustrated the user appears. Use the current expressed tone. For a reaction that carries no clear emotional valence, the controlled generator has two equally likely latent readings: calm or frustrated but civil. Do not infer very angry without an explicit anger signal. | [
"Calm, matter-of-fact",
"Frustrated but civil",
"Very angry"
] | [
0,
0,
1
] | "Conversation with account holder Harbor-f01c0683ae.\nCustomer message: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Please apply a credit for the extra payment to my next invoice. I am furious. This treatment ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 2, "refund": true, "repro": false, "severity": 0}, "entity_ids": ["Harbor-f01c0683ae"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_con... | {"group_id": "customer-control-v1:42:43", "id": "customer-control-v1:42:43:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 2, "refund": true, "repro": false, "severity": 0}, "entity... | 197 |
customer-control-v1:42:43:churn_likelihood_level | customer-control-v1:42:43 | train | customer-control-v1 | score | Churn likelihood level. This is a local ordinal intention rubric, not an empirically calibrated prediction of future churn. Evaluate the customer's stated continuation intent. If intent was explicitly withheld or not discussed, the synthetic generator has three equally likely latent intention levels. | [
"The customer explicitly intends to keep using the service and continue their subscription.",
"The customer is undecided about continuing, or makes departure conditional on whether the issue is resolved.",
"The customer explicitly requests cancellation or states a definite decision to stop using the service."
] | [
0,
0,
1
] | "Conversation with account holder Harbor-f01c0683ae.\nCustomer message: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: Please apply a credit for the extra payment to my next invoice. I am furious. This treatment ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 2, "refund": true, "repro": false, "severity": 0}, "entity_ids": ["Harbor-f01c0683ae"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_con... | {"group_id": "customer-control-v1:42:43", "id": "customer-control-v1:42:43:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 2, "frustration": 2, "refund": true, "repro": false, "severity": ... | 198 |
customer-control-v1:42:44:category | customer-control-v1:42:44 | train | customer-control-v1 | choice | Determine the broad category of this support ticket. For this controlled task, select the customer's expressly prioritized request. If two requests explicitly have equal priority, allocate equal support to their two categories. A malfunction of an existing feature is bug_report; a payment or refund request is billing; ... | [
"billing: Charges, invoices, refunds, subscriptions",
"feature_request: The user is requesting new functionality",
"account: Login, permissions, profile, security",
"bug_report: The user is reporting something that is broken or producing errors"
] | [
1,
0,
0,
0
] | "Customer Harbor-13b982e3b1: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: Last month's refund has arrived. Today I only want the invoice explained. Thanks for checking. I am simply reporting what I observed. Whether... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-13b982e3b1"], "family": "routing", "language": "en", "provenance": {"annotation_status": "synthetic_c... | {"group_id": "customer-control-v1:42:44", "id": "customer-control-v1:42:44:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_... | 199 |
customer-control-v1:42:44:bug_severity | customer-control-v1:42:44 | train | customer-control-v1 | score | How severe is the reported issue? Use the stated functional impact and the existence of a workaround. Use no functional impact when no malfunction is described. In this synthetic control, if a broken feature is described but the availability of a workaround is explicitly unknown, the two latent possibilities (workaroun... | [
"Cosmetic; no impact to functionality",
"Broken or degraded feature; workaround exists",
"Blocking issue; no workaround exists"
] | [
1,
0,
0
] | "Customer Harbor-13b982e3b1: My card was charged twice for the same monthly invoice. That is the request I want you to handle first.\nAgent: Could you add the details?\nCustomer: Last month's refund has arrived. Today I only want the invoice explained. Thanks for checking. I am simply reporting what I observed. Whether... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-13b982e3b1"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:44", "id": "customer-control-v1:42:44:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 1, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "enti... | 200 |
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