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value | source stringclasses 12
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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-v1:42:1:category | customer-control-v1:42:1 | 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",
"billing: Charges, invoices, refunds, subscriptions",
"feature_request: The user is requesting new functionality"
] | [
1,
0,
0,
0
] | "Conversation with account holder Harbor-65673ba098.\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: This is frustrating, but I appreciate your help and will keep this construct... | {"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-65673ba098"], "family": "routing", "language": "en", "provenance": {"annotation_status": "synthetic_c... | {"group_id": "customer-control-v1:42:1", "id": "customer-control-v1:42:1: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_id... | 1 |
customer-control-v1:42:1:bug_severity | customer-control-v1:42:1 | 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-65673ba098.\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: This is frustrating, but I appreciate your help and will keep this construct... | {"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-65673ba098"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:1", "id": "customer-control-v1:42:1: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}, "entity... | 2 |
customer-control-v1:42:1:has_reproducible_steps | customer-control-v1:42:1 | 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-65673ba098.\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: This is frustrating, but I appreciate your help and will keep this construct... | {"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-65673ba098"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_... | {"group_id": "customer-control-v1:42:1", "id": "customer-control-v1:42:1: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": 0}... | 3 |
customer-control-v1:42:1:refund_requested | customer-control-v1:42:1 | 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-65673ba098.\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: This is frustrating, but I appreciate your help and will keep this construct... | {"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-65673ba098"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_... | {"group_id": "customer-control-v1:42:1", "id": "customer-control-v1:42:1: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}, "ent... | 4 |
customer-control-v1:42:1:frustration | customer-control-v1:42:1 | 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-65673ba098.\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: This is frustrating, but I appreciate your help and will keep this construct... | {"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-65673ba098"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:1", "id": "customer-control-v1:42:1: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}, "entity_... | 5 |
customer-control-v1:42:1:churn_likelihood_level | customer-control-v1:42:1 | 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-65673ba098.\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: This is frustrating, but I appreciate your help and will keep this construct... | {"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-65673ba098"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:1", "id": "customer-control-v1:42:1: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": 0... | 6 |
customer-control-v1:42:2:category | customer-control-v1:42:2 | 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",
"account: Login, permissions, profile, security",
"billing: Charges, invoices, refunds, subscriptions"
] | [
0,
1,
0,
0
] | "Conversation with account holder Harbor-171ebedb3f.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-171ebedb3f"], "family": "routing", "language": "en", "provenance": {"annotation_status": "s... | {"group_id": "customer-control-v1:42:2", "id": "customer-control-v1:42:2:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": true, "severity": 2}, ... | 7 |
customer-control-v1:42:2:bug_severity | customer-control-v1:42:2 | 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
] | "Conversation with account holder Harbor-171ebedb3f.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-171ebedb3f"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:2", "id": "customer-control-v1:42:2:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": true, "severity": 2... | 8 |
customer-control-v1:42:2:has_reproducible_steps | customer-control-v1:42:2 | 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-171ebedb3f.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-171ebedb3f"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "... | {"group_id": "customer-control-v1:42:2", "id": "customer-control-v1:42:2:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": true, "sev... | 9 |
customer-control-v1:42:2:refund_requested | customer-control-v1:42:2 | 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-171ebedb3f.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-171ebedb3f"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "... | {"group_id": "customer-control-v1:42:2", "id": "customer-control-v1:42:2:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": true, "severity"... | 10 |
customer-control-v1:42:2:frustration | customer-control-v1:42:2 | 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-171ebedb3f.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-171ebedb3f"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:2", "id": "customer-control-v1:42:2:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": true, "severity": 2}... | 11 |
customer-control-v1:42:2:churn_likelihood_level | customer-control-v1:42:2 | 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-171ebedb3f.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-171ebedb3f"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:2", "id": "customer-control-v1:42:2:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": true, "se... | 12 |
customer-control-v1:42:3:category | customer-control-v1:42:3 | 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",
"billing: Charges, invoices, refunds, subscriptions",
"account: Login, permissions, profile, security",
"feature_request: The user is requesting new functionality"
] | [
1,
0,
0,
0
] | "Customer Harbor-7e3fd7035c: 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. I am furious. This treatment is outrageous... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-7e3fd7035c"], "family": "routing", "language": "en", "provenance": {"annotation_... | {"group_id": "customer-control-v1:42:3", "id": "customer-control-v1:42:3:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "seve... | 13 |
customer-control-v1:42:3:bug_severity | customer-control-v1:42:3 | 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-7e3fd7035c: 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. I am furious. This treatment is outrageous... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-7e3fd7035c"], "family": "rubric", "language": "en", "provenance": {"annotation_s... | {"group_id": "customer-control-v1:42:3", "id": "customer-control-v1:42:3:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "s... | 14 |
customer-control-v1:42:3:has_reproducible_steps | customer-control-v1:42:3 | 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-7e3fd7035c: 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. I am furious. This treatment is outrageous... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-7e3fd7035c"], "family": "evidence", "language": "en", "provenance": {"annotation... | {"group_id": "customer-control-v1:42:3", "id": "customer-control-v1:42:3:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": ... | 15 |
customer-control-v1:42:3:refund_requested | customer-control-v1:42:3 | 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-7e3fd7035c: 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. I am furious. This treatment is outrageous... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-7e3fd7035c"], "family": "evidence", "language": "en", "provenance": {"annotation... | {"group_id": "customer-control-v1:42:3", "id": "customer-control-v1:42:3:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": false,... | 16 |
customer-control-v1:42:3:frustration | customer-control-v1:42:3 | 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
] | "Customer Harbor-7e3fd7035c: 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. I am furious. This treatment is outrageous... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-7e3fd7035c"], "family": "rubric", "language": "en", "provenance": {"annotation_s... | {"group_id": "customer-control-v1:42:3", "id": "customer-control-v1:42:3:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "se... | 17 |
customer-control-v1:42:3:churn_likelihood_level | customer-control-v1:42:3 | 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
] | "Customer Harbor-7e3fd7035c: 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. I am furious. This treatment is outrageous... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-7e3fd7035c"], "family": "rubric", "language": "en", "provenance": {"annotation_s... | {"group_id": "customer-control-v1:42:3", "id": "customer-control-v1:42:3:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro":... | 18 |
customer-control-v1:42:4:category | customer-control-v1:42:4 | 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",
"account: Login, permissions, profile, security",
"billing: Charges, invoices, refunds, subscriptions"
] | [
0,
1,
0,
0
] | "Conversation with account holder Harbor-f24d8a39ef.\nCustomer message: Exporting a report fails, but I can download the CSV and finish in the desktop app. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall the sequence that led t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-f24d8a39ef"], "family": "routing", "language": "en", "provenance": {"annotation_status": "syntheti... | {"group_id": "customer-control-v1:42:4", "id": "customer-control-v1:42:4:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 1}, "entity... | 19 |
customer-control-v1:42:4:bug_severity | customer-control-v1:42:4 | 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-f24d8a39ef.\nCustomer message: Exporting a report fails, but I can download the CSV and finish in the desktop app. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall the sequence that led t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-f24d8a39ef"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic... | {"group_id": "customer-control-v1:42:4", "id": "customer-control-v1:42:4:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 1}, "ent... | 20 |
customer-control-v1:42:4:has_reproducible_steps | customer-control-v1:42:4 | 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-f24d8a39ef.\nCustomer message: Exporting a report fails, but I can download the CSV and finish in the desktop app. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall the sequence that led t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-f24d8a39ef"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthet... | {"group_id": "customer-control-v1:42:4", "id": "customer-control-v1:42:4:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity":... | 21 |
customer-control-v1:42:4:refund_requested | customer-control-v1:42:4 | 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-f24d8a39ef.\nCustomer message: Exporting a report fails, but I can download the CSV and finish in the desktop app. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall the sequence that led t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-f24d8a39ef"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthet... | {"group_id": "customer-control-v1:42:4", "id": "customer-control-v1:42:4:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 1}, "... | 22 |
customer-control-v1:42:4:frustration | customer-control-v1:42:4 | 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-f24d8a39ef.\nCustomer message: Exporting a report fails, but I can download the CSV and finish in the desktop app. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall the sequence that led t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-f24d8a39ef"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic... | {"group_id": "customer-control-v1:42:4", "id": "customer-control-v1:42:4:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 1}, "enti... | 23 |
customer-control-v1:42:4:churn_likelihood_level | customer-control-v1:42:4 | 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-f24d8a39ef.\nCustomer message: Exporting a report fails, but I can download the CSV and finish in the desktop app. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall the sequence that led t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 1}, "entity_ids": ["Harbor-f24d8a39ef"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic... | {"group_id": "customer-control-v1:42:4", "id": "customer-control-v1:42:4:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity"... | 24 |
customer-control-v1:42:5:category | customer-control-v1:42:5 | 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,
1,
0,
0
] | "Conversation with account holder Harbor-c57379e129.\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: I am furious. This treatment is outrageous and completely unaccept... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-c57379e129"], "family": "routing", "language": "en", "provenance": {"annotation_status": "syn... | {"group_id": "customer-control-v1:42:5", "id": "customer-control-v1:42:5:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "e... | 25 |
customer-control-v1:42:5:bug_severity | customer-control-v1:42:5 | 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-c57379e129.\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: I am furious. This treatment is outrageous and completely unaccept... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-c57379e129"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synt... | {"group_id": "customer-control-v1:42:5", "id": "customer-control-v1:42:5:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "severity": 0},... | 26 |
customer-control-v1:42:5:has_reproducible_steps | customer-control-v1:42:5 | 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-c57379e129.\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: I am furious. This treatment is outrageous and completely unaccept... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-c57379e129"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:5", "id": "customer-control-v1:42:5:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "sever... | 27 |
customer-control-v1:42:5:refund_requested | customer-control-v1:42:5 | 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-c57379e129.\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: I am furious. This treatment is outrageous and completely unaccept... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-c57379e129"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:5", "id": "customer-control-v1:42:5:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "severity": ... | 28 |
customer-control-v1:42:5:frustration | customer-control-v1:42:5 | 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-c57379e129.\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: I am furious. This treatment is outrageous and completely unaccept... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-c57379e129"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synt... | {"group_id": "customer-control-v1:42:5", "id": "customer-control-v1:42:5:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "severity": 0}, ... | 29 |
customer-control-v1:42:5:churn_likelihood_level | customer-control-v1:42:5 | 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-c57379e129.\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: I am furious. This treatment is outrageous and completely unaccept... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-c57379e129"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synt... | {"group_id": "customer-control-v1:42:5", "id": "customer-control-v1:42:5:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["feature_request"], "churn": 2, "frustration": 2, "refund": false, "repro": false, "seve... | 30 |
customer-control-v1:42:6:category | customer-control-v1:42:6 | 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"
] | [
1,
0,
0,
0
] | "Conversation with account holder Harbor-b61817726d.\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": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-b61817726d"], "family": "routing", "language": "en", "provenance": {"annotation_status": "synthetic_c... | {"group_id": "customer-control-v1:42:6", "id": "customer-control-v1:42:6:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_id... | 31 |
customer-control-v1:42:6:bug_severity | customer-control-v1:42:6 | 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-b61817726d.\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": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-b61817726d"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:6", "id": "customer-control-v1:42:6:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity... | 32 |
customer-control-v1:42:6:has_reproducible_steps | customer-control-v1:42:6 | 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-b61817726d.\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": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-b61817726d"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_... | {"group_id": "customer-control-v1:42:6", "id": "customer-control-v1:42:6:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}... | 33 |
customer-control-v1:42:6:refund_requested | customer-control-v1:42:6 | 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-b61817726d.\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": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-b61817726d"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_... | {"group_id": "customer-control-v1:42:6", "id": "customer-control-v1:42:6:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "ent... | 34 |
customer-control-v1:42:6:frustration | customer-control-v1:42:6 | 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-b61817726d.\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": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-b61817726d"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:6", "id": "customer-control-v1:42:6:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_... | 35 |
customer-control-v1:42:6:churn_likelihood_level | customer-control-v1:42:6 | 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-b61817726d.\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": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-b61817726d"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:6", "id": "customer-control-v1:42:6:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 1, "frustration": 1, "refund": false, "repro": false, "severity": 0... | 36 |
customer-control-v1:42:7:category | customer-control-v1:42:7 | 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",
"billing: Charges, invoices, refunds, subscriptions",
"feature_request: The user is requesting new functionality"
] | [
0,
1,
0,
0
] | "Conversation with account holder Harbor-3ca9e8a3f3.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-3ca9e8a3f3"], "family": "routing", "language": "en", "provenance": {"annotation_status": "s... | {"group_id": "customer-control-v1:42:7", "id": "customer-control-v1:42:7:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "severity": 2}, ... | 37 |
customer-control-v1:42:7:bug_severity | customer-control-v1:42:7 | 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
] | "Conversation with account holder Harbor-3ca9e8a3f3.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-3ca9e8a3f3"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:7", "id": "customer-control-v1:42:7:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "severity": 2... | 38 |
customer-control-v1:42:7:has_reproducible_steps | customer-control-v1:42:7 | 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-3ca9e8a3f3.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-3ca9e8a3f3"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "... | {"group_id": "customer-control-v1:42:7", "id": "customer-control-v1:42:7:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "sev... | 39 |
customer-control-v1:42:7:refund_requested | customer-control-v1:42:7 | 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-3ca9e8a3f3.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-3ca9e8a3f3"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "... | {"group_id": "customer-control-v1:42:7", "id": "customer-control-v1:42:7:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "severity"... | 40 |
customer-control-v1:42:7:frustration | customer-control-v1:42:7 | 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-3ca9e8a3f3.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-3ca9e8a3f3"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:7", "id": "customer-control-v1:42:7:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "severity": 2}... | 41 |
customer-control-v1:42:7:churn_likelihood_level | customer-control-v1:42:7 | 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-3ca9e8a3f3.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-3ca9e8a3f3"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "sy... | {"group_id": "customer-control-v1:42:7", "id": "customer-control-v1:42:7:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "se... | 42 |
customer-control-v1:42:8:category | customer-control-v1:42:8 | 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",
"billing: Charges, invoices, refunds, subscriptions",
"feature_request: The user is requesting new functionality",
"account: Login, permissions, profile, security"
] | [
0,
0,
0,
1
] | "Customer Harbor-a63912706e: 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. I have decided to leave. Please cancel my s... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-a63912706e"], "family": "routing", "language": "en", "provenance": {"annotation_status": "synthetic_c... | {"group_id": "customer-control-v1:42:8", "id": "customer-control-v1:42:8:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_id... | 43 |
customer-control-v1:42:8:bug_severity | customer-control-v1:42:8 | 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-a63912706e: 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. I have decided to leave. Please cancel my s... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-a63912706e"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:8", "id": "customer-control-v1:42:8:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity... | 44 |
customer-control-v1:42:8:has_reproducible_steps | customer-control-v1:42:8 | 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-a63912706e: 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. I have decided to leave. Please cancel my s... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-a63912706e"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_... | {"group_id": "customer-control-v1:42:8", "id": "customer-control-v1:42:8:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}... | 45 |
customer-control-v1:42:8:refund_requested | customer-control-v1:42:8 | 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-a63912706e: 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. I have decided to leave. Please cancel my s... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-a63912706e"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_... | {"group_id": "customer-control-v1:42:8", "id": "customer-control-v1:42:8:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "ent... | 46 |
customer-control-v1:42:8:frustration | customer-control-v1:42:8 | 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-a63912706e: 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. I have decided to leave. Please cancel my s... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-a63912706e"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:8", "id": "customer-control-v1:42:8:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_... | 47 |
customer-control-v1:42:8:churn_likelihood_level | customer-control-v1:42:8 | 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-a63912706e: 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. I have decided to leave. Please cancel my s... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-a63912706e"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:8", "id": "customer-control-v1:42:8:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["account"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 0... | 48 |
customer-control-v1:42:12:category | customer-control-v1:42:12 | 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,
0.5,
0.5
] | "Customer Harbor-f1aee84fff: I would like an offline reading mode, which this product does not currently offer. Report export fails through every available method, so I cannot complete my filing. Both of those requests matter equally to me; I have not chosen one to address first.\nAgent: Could you add the details?\nCus... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-f1aee84fff"], "family": "routing", "language": "en", "provenance": {"annotat... | {"group_id": "customer-control-v1:42:12", "id": "customer-control-v1:42:12:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true,... | 49 |
customer-control-v1:42:12:bug_severity | customer-control-v1:42:12 | 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-f1aee84fff: I would like an offline reading mode, which this product does not currently offer. Report export fails through every available method, so I cannot complete my filing. Both of those requests matter equally to me; I have not chosen one to address first.\nAgent: Could you add the details?\nCus... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-f1aee84fff"], "family": "rubric", "language": "en", "provenance": {"annotati... | {"group_id": "customer-control-v1:42:12", "id": "customer-control-v1:42:12:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": tr... | 50 |
customer-control-v1:42:12:has_reproducible_steps | customer-control-v1:42:12 | 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-f1aee84fff: I would like an offline reading mode, which this product does not currently offer. Report export fails through every available method, so I cannot complete my filing. Both of those requests matter equally to me; I have not chosen one to address first.\nAgent: Could you add the details?\nCus... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-f1aee84fff"], "family": "evidence", "language": "en", "provenance": {"annota... | {"group_id": "customer-control-v1:42:12", "id": "customer-control-v1:42:12:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 0, "frustration": 2, "refund": false, "r... | 51 |
customer-control-v1:42:12:refund_requested | customer-control-v1:42:12 | 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-f1aee84fff: I would like an offline reading mode, which this product does not currently offer. Report export fails through every available method, so I cannot complete my filing. Both of those requests matter equally to me; I have not chosen one to address first.\nAgent: Could you add the details?\nCus... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-f1aee84fff"], "family": "evidence", "language": "en", "provenance": {"annota... | {"group_id": "customer-control-v1:42:12", "id": "customer-control-v1:42:12:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro":... | 52 |
customer-control-v1:42:12:frustration | customer-control-v1:42:12 | 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
] | "Customer Harbor-f1aee84fff: I would like an offline reading mode, which this product does not currently offer. Report export fails through every available method, so I cannot complete my filing. Both of those requests matter equally to me; I have not chosen one to address first.\nAgent: Could you add the details?\nCus... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-f1aee84fff"], "family": "rubric", "language": "en", "provenance": {"annotati... | {"group_id": "customer-control-v1:42:12", "id": "customer-control-v1:42:12:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": tru... | 53 |
customer-control-v1:42:12:churn_likelihood_level | customer-control-v1:42:12 | 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-f1aee84fff: I would like an offline reading mode, which this product does not currently offer. Report export fails through every available method, so I cannot complete my filing. Both of those requests matter equally to me; I have not chosen one to address first.\nAgent: Could you add the details?\nCus... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 0, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-f1aee84fff"], "family": "rubric", "language": "en", "provenance": {"annotati... | {"group_id": "customer-control-v1:42:12", "id": "customer-control-v1:42:12:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "category", "categories": ["feature_request", "bug_report"], "churn": 0, "frustration": 2, "refund": false, "... | 54 |
customer-control-v1:42:13:category | customer-control-v1:42:13 | 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-cb8e694867.\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: It happens sometimes, but I cannot recall the sequence that led to it. I am ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 1, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-cb8e694867"], "family": "routing", "language": "en", "provenance": {"annotation_status": "syntheti... | {"group_id": "customer-control-v1:42:13", "id": "customer-control-v1:42:13:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 1, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "enti... | 55 |
customer-control-v1:42:13:bug_severity | customer-control-v1:42:13 | 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-cb8e694867.\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: It happens sometimes, but I cannot recall the sequence that led to it. I am ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 1, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-cb8e694867"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic... | {"group_id": "customer-control-v1:42:13", "id": "customer-control-v1:42:13:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 1, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "e... | 56 |
customer-control-v1:42:13:has_reproducible_steps | customer-control-v1:42:13 | 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-cb8e694867.\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: It happens sometimes, but I cannot recall the sequence that led to it. I am ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 1, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-cb8e694867"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthet... | {"group_id": "customer-control-v1:42:13", "id": "customer-control-v1:42:13:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 1, "frustration": 2, "refund": false, "repro": false, "severity... | 57 |
customer-control-v1:42:13:refund_requested | customer-control-v1:42:13 | 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-cb8e694867.\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: It happens sometimes, but I cannot recall the sequence that led to it. I am ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 1, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-cb8e694867"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthet... | {"group_id": "customer-control-v1:42:13", "id": "customer-control-v1:42:13:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 1, "frustration": 2, "refund": false, "repro": false, "severity": 0},... | 58 |
customer-control-v1:42:13:frustration | customer-control-v1:42:13 | 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-cb8e694867.\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: It happens sometimes, but I cannot recall the sequence that led to it. I am ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 1, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-cb8e694867"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic... | {"group_id": "customer-control-v1:42:13", "id": "customer-control-v1:42:13:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 1, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "en... | 59 |
customer-control-v1:42:13:churn_likelihood_level | customer-control-v1:42:13 | 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-cb8e694867.\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: It happens sometimes, but I cannot recall the sequence that led to it. I am ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 1, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-cb8e694867"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic... | {"group_id": "customer-control-v1:42:13", "id": "customer-control-v1:42:13:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["bug_report"], "churn": 1, "frustration": 2, "refund": false, "repro": false, "severit... | 60 |
customer-control-v1:42:15:category | customer-control-v1:42:15 | 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",
"billing: Charges, invoices, refunds, subscriptions",
"feature_request: The user is requesting new functionality",
"account: Login, permissions, profile, security"
] | [
1,
0,
0,
0
] | "Conversation with account holder Harbor-c5b71f4d32.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-c5b71f4d32"], "family": "routing", "language": "en+zh", "provenance": {"annotation_status":... | {"group_id": "customer-control-v1:42:15", "id": "customer-control-v1:42:15:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": true, "severity": 2}... | 61 |
customer-control-v1:42:15:bug_severity | customer-control-v1:42:15 | 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
] | "Conversation with account holder Harbor-c5b71f4d32.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-c5b71f4d32"], "family": "rubric", "language": "en+zh", "provenance": {"annotation_status": ... | {"group_id": "customer-control-v1:42:15", "id": "customer-control-v1:42:15:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": true, "severity":... | 62 |
customer-control-v1:42:15:has_reproducible_steps | customer-control-v1:42:15 | 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-c5b71f4d32.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-c5b71f4d32"], "family": "evidence", "language": "en+zh", "provenance": {"annotation_status"... | {"group_id": "customer-control-v1:42:15", "id": "customer-control-v1:42:15:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": true, "s... | 63 |
customer-control-v1:42:15:refund_requested | customer-control-v1:42:15 | 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-c5b71f4d32.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-c5b71f4d32"], "family": "evidence", "language": "en+zh", "provenance": {"annotation_status"... | {"group_id": "customer-control-v1:42:15", "id": "customer-control-v1:42:15:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": true, "severit... | 64 |
customer-control-v1:42:15:frustration | customer-control-v1:42:15 | 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-c5b71f4d32.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-c5b71f4d32"], "family": "rubric", "language": "en+zh", "provenance": {"annotation_status": ... | {"group_id": "customer-control-v1:42:15", "id": "customer-control-v1:42:15:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": true, "severity": ... | 65 |
customer-control-v1:42:15:churn_likelihood_level | customer-control-v1:42:15 | 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-c5b71f4d32.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: I open a saved report, then click Export; t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": true, "severity": 2}, "entity_ids": ["Harbor-c5b71f4d32"], "family": "rubric", "language": "en+zh", "provenance": {"annotation_status": ... | {"group_id": "customer-control-v1:42:15", "id": "customer-control-v1:42:15:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 2, "refund": false, "repro": true, "... | 66 |
customer-control-v1:42:16:category | customer-control-v1:42:16 | 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",
"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-7fe7dafeec.\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: Well, that was something. I will keep using the service and renew ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-7fe7dafeec"], "family": "routing", "language": "en", "provenance": {"annotation_status... | {"group_id": "customer-control-v1:42:16", "id": "customer-control-v1:42:16:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity... | 67 |
customer-control-v1:42:16:bug_severity | customer-control-v1:42:16 | 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-7fe7dafeec.\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: Well, that was something. I will keep using the service and renew ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-7fe7dafeec"], "family": "rubric", "language": "en", "provenance": {"annotation_status"... | {"group_id": "customer-control-v1:42:16", "id": "customer-control-v1:42:16:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "sever... | 68 |
customer-control-v1:42:16:has_reproducible_steps | customer-control-v1:42:16 | 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-7fe7dafeec.\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: Well, that was something. I will keep using the service and renew ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-7fe7dafeec"], "family": "evidence", "language": "en", "provenance": {"annotation_statu... | {"group_id": "customer-control-v1:42:16", "id": "customer-control-v1:42:16:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": fals... | 69 |
customer-control-v1:42:16:refund_requested | customer-control-v1:42:16 | 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-7fe7dafeec.\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: Well, that was something. I will keep using the service and renew ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-7fe7dafeec"], "family": "evidence", "language": "en", "provenance": {"annotation_statu... | {"group_id": "customer-control-v1:42:16", "id": "customer-control-v1:42:16:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "se... | 70 |
customer-control-v1:42:16:frustration | customer-control-v1:42:16 | 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
] | "Conversation with account holder Harbor-7fe7dafeec.\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: Well, that was something. I will keep using the service and renew ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-7fe7dafeec"], "family": "rubric", "language": "en", "provenance": {"annotation_status"... | {"group_id": "customer-control-v1:42:16", "id": "customer-control-v1:42:16:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severi... | 71 |
customer-control-v1:42:16:churn_likelihood_level | customer-control-v1:42:16 | 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-7fe7dafeec.\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: Well, that was something. I will keep using the service and renew ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-7fe7dafeec"], "family": "rubric", "language": "en", "provenance": {"annotation_status"... | {"group_id": "customer-control-v1:42:16", "id": "customer-control-v1:42:16:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "frustration", "categories": ["feature_request"], "churn": 0, "frustration": 1, "refund": false, "repro": fal... | 72 |
customer-control-v1:42:17:category | customer-control-v1:42:17 | 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",
"billing: Charges, invoices, refunds, subscriptions",
"feature_request: The user is requesting new functionality"
] | [
0,
0,
0,
1
] | "Conversation with account holder Harbor-5a48c612a6.\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: Thanks for checking. I am simply reporting what I observed. We hav... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["feature_request"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-5a48c612a6"], "family": "routing", "language": "en+zh", "provenance": {"ann... | {"group_id": "customer-control-v1:42:17", "id": "customer-control-v1:42:17:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["feature_request"], "churn": 2, "frustration": 0, "refund": false, "repro": false... | 73 |
customer-control-v1:42:17:bug_severity | customer-control-v1:42:17 | 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-5a48c612a6.\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: Thanks for checking. I am simply reporting what I observed. We hav... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["feature_request"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-5a48c612a6"], "family": "rubric", "language": "en+zh", "provenance": {"anno... | {"group_id": "customer-control-v1:42:17", "id": "customer-control-v1:42:17:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["feature_request"], "churn": 2, "frustration": 0, "refund": false, "repro": fa... | 74 |
customer-control-v1:42:17:has_reproducible_steps | customer-control-v1:42:17 | 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-5a48c612a6.\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: Thanks for checking. I am simply reporting what I observed. We hav... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["feature_request"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-5a48c612a6"], "family": "evidence", "language": "en+zh", "provenance": {"an... | {"group_id": "customer-control-v1:42:17", "id": "customer-control-v1:42:17:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["feature_request"], "churn": 2, "frustration": 0, "refund": false, "r... | 75 |
customer-control-v1:42:17:refund_requested | customer-control-v1:42:17 | 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-5a48c612a6.\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: Thanks for checking. I am simply reporting what I observed. We hav... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["feature_request"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-5a48c612a6"], "family": "evidence", "language": "en+zh", "provenance": {"an... | {"group_id": "customer-control-v1:42:17", "id": "customer-control-v1:42:17:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["feature_request"], "churn": 2, "frustration": 0, "refund": false, "repro":... | 76 |
customer-control-v1:42:17:frustration | customer-control-v1:42:17 | 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-5a48c612a6.\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: Thanks for checking. I am simply reporting what I observed. We hav... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["feature_request"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-5a48c612a6"], "family": "rubric", "language": "en+zh", "provenance": {"anno... | {"group_id": "customer-control-v1:42:17", "id": "customer-control-v1:42:17:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["feature_request"], "churn": 2, "frustration": 0, "refund": false, "repro": fal... | 77 |
customer-control-v1:42:17:churn_likelihood_level | customer-control-v1:42:17 | 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-5a48c612a6.\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: Thanks for checking. I am simply reporting what I observed. We hav... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["feature_request"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-5a48c612a6"], "family": "rubric", "language": "en+zh", "provenance": {"anno... | {"group_id": "customer-control-v1:42:17", "id": "customer-control-v1:42:17:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["feature_request"], "churn": 2, "frustration": 0, "refund": false, "... | 78 |
customer-control-v1:42:18:category | customer-control-v1:42:18 | 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",
"billing: Charges, invoices, refunds, subscriptions",
"feature_request: The user is requesting new functionality"
] | [
0,
1,
0,
0
] | "Conversation with account holder Harbor-ab5dab5faa.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-ab5dab5faa"], "family": "routing", "language": "en", "provenance": {"annotation_status": "... | {"group_id": "customer-control-v1:42:18", "id": "customer-control-v1:42:18:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 2... | 79 |
customer-control-v1:42:18:bug_severity | customer-control-v1:42:18 | 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
] | "Conversation with account holder Harbor-ab5dab5faa.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-ab5dab5faa"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "s... | {"group_id": "customer-control-v1:42:18", "id": "customer-control-v1:42:18:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity"... | 80 |
customer-control-v1:42:18:has_reproducible_steps | customer-control-v1:42:18 | 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-ab5dab5faa.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-ab5dab5faa"], "family": "evidence", "language": "en", "provenance": {"annotation_status": ... | {"group_id": "customer-control-v1:42:18", "id": "customer-control-v1:42:18:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "... | 81 |
customer-control-v1:42:18:refund_requested | customer-control-v1:42:18 | 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-ab5dab5faa.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-ab5dab5faa"], "family": "evidence", "language": "en", "provenance": {"annotation_status": ... | {"group_id": "customer-control-v1:42:18", "id": "customer-control-v1:42:18:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severi... | 82 |
customer-control-v1:42:18:frustration | customer-control-v1:42:18 | 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-ab5dab5faa.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-ab5dab5faa"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "s... | {"group_id": "customer-control-v1:42:18", "id": "customer-control-v1:42:18:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity":... | 83 |
customer-control-v1:42:18:churn_likelihood_level | customer-control-v1:42:18 | 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-ab5dab5faa.\nCustomer message: 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.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 0, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-ab5dab5faa"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "s... | {"group_id": "customer-control-v1:42:18", "id": "customer-control-v1:42:18:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "bug_severity", "categories": ["bug_report"], "churn": 2, "frustration": 0, "refund": false, "repro": false, ... | 84 |
customer-control-v1:42:19:category | customer-control-v1:42:19 | 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",
"billing: Charges, invoices, refunds, subscriptions",
"bug_report: The user is reporting something that is broken or producing errors"
] | [
0,
0,
0,
1
] | "Conversation with account holder Harbor-4722d25b9b.\nCustomer message: Report export fails through every available method, so I cannot complete my filing. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall the sequence that led t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-4722d25b9b"], "family": "routing", "language": "en", "provenance": {"annotation_... | {"group_id": "customer-control-v1:42:19", "id": "customer-control-v1:42:19:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "se... | 85 |
customer-control-v1:42:19:bug_severity | customer-control-v1:42:19 | 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
] | "Conversation with account holder Harbor-4722d25b9b.\nCustomer message: Report export fails through every available method, so I cannot complete my filing. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall the sequence that led t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-4722d25b9b"], "family": "rubric", "language": "en", "provenance": {"annotation_s... | {"group_id": "customer-control-v1:42:19", "id": "customer-control-v1:42:19:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, ... | 86 |
customer-control-v1:42:19:has_reproducible_steps | customer-control-v1:42:19 | 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-4722d25b9b.\nCustomer message: Report export fails through every available method, so I cannot complete my filing. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall the sequence that led t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-4722d25b9b"], "family": "evidence", "language": "en", "provenance": {"annotation... | {"group_id": "customer-control-v1:42:19", "id": "customer-control-v1:42:19:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro"... | 87 |
customer-control-v1:42:19:refund_requested | customer-control-v1:42:19 | 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-4722d25b9b.\nCustomer message: Report export fails through every available method, so I cannot complete my filing. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall the sequence that led t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-4722d25b9b"], "family": "evidence", "language": "en", "provenance": {"annotation... | {"group_id": "customer-control-v1:42:19", "id": "customer-control-v1:42:19:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": fals... | 88 |
customer-control-v1:42:19:frustration | customer-control-v1:42:19 | 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-4722d25b9b.\nCustomer message: Report export fails through every available method, so I cannot complete my filing. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall the sequence that led t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-4722d25b9b"], "family": "rubric", "language": "en", "provenance": {"annotation_s... | {"group_id": "customer-control-v1:42:19", "id": "customer-control-v1:42:19:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "... | 89 |
customer-control-v1:42:19:churn_likelihood_level | customer-control-v1:42:19 | 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-4722d25b9b.\nCustomer message: Report export fails through every available method, so I cannot complete my filing. That is the request I want you to handle first.\nSupport: Please tell us more.\nCustomer response: It happens sometimes, but I cannot recall the sequence that led t... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro": false, "severity": 2}, "entity_ids": ["Harbor-4722d25b9b"], "family": "rubric", "language": "en", "provenance": {"annotation_s... | {"group_id": "customer-control-v1:42:19", "id": "customer-control-v1:42:19:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "churn_likelihood_level", "categories": ["bug_report"], "churn": 2, "frustration": 1, "refund": false, "repro... | 90 |
customer-control-v1:42:22:category | customer-control-v1:42:22 | 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",
"account: Login, permissions, profile, security",
"billing: Charges, invoices, refunds, subscriptions"
] | [
0,
0,
0,
1
] | "Conversation with account holder Harbor-c21cf64516.\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: Last month's refund has arrived. Today I only want the invoice explained. I am furious. This ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-c21cf64516"], "family": "routing", "language": "en", "provenance": {"annotation_status": "synthetic_c... | {"group_id": "customer-control-v1:42:22", "id": "customer-control-v1:42:22:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_... | 91 |
customer-control-v1:42:22:bug_severity | customer-control-v1:42:22 | 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-c21cf64516.\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: Last month's refund has arrived. Today I only want the invoice explained. I am furious. This ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-c21cf64516"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:22", "id": "customer-control-v1:42:22:bug_severity", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "enti... | 92 |
customer-control-v1:42:22:has_reproducible_steps | customer-control-v1:42:22 | 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-c21cf64516.\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: Last month's refund has arrived. Today I only want the invoice explained. I am furious. This ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-c21cf64516"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_... | {"group_id": "customer-control-v1:42:22", "id": "customer-control-v1:42:22:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": ... | 93 |
customer-control-v1:42:22:refund_requested | customer-control-v1:42:22 | 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-c21cf64516.\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: Last month's refund has arrived. Today I only want the invoice explained. I am furious. This ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-c21cf64516"], "family": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_... | {"group_id": "customer-control-v1:42:22", "id": "customer-control-v1:42:22:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "e... | 94 |
customer-control-v1:42:22:frustration | customer-control-v1:42:22 | 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-c21cf64516.\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: Last month's refund has arrived. Today I only want the invoice explained. I am furious. This ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-c21cf64516"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:22", "id": "customer-control-v1:42:22:frustration", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entit... | 95 |
customer-control-v1:42:22:churn_likelihood_level | customer-control-v1:42:22 | 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-c21cf64516.\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: Last month's refund has arrived. Today I only want the invoice explained. I am furious. This ... | {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity": 0}, "entity_ids": ["Harbor-c21cf64516"], "family": "rubric", "language": "en", "provenance": {"annotation_status": "synthetic_co... | {"group_id": "customer-control-v1:42:22", "id": "customer-control-v1:42:22:churn_likelihood_level", "kind": "score", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 2, "refund": false, "repro": false, "severity":... | 96 |
customer-control-v1:42:23:category | customer-control-v1:42:23 | 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,
0,
0,
1
] | "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": "routing", "language": "en", "provenance": {"annotation_status": "synthetic_c... | {"group_id": "customer-control-v1:42:23", "id": "customer-control-v1:42:23:category", "kind": "choice", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "entity_... | 97 |
customer-control-v1:42:23:bug_severity | customer-control-v1:42:23 | 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-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:bug_severity", "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}, "enti... | 98 |
customer-control-v1:42:23:has_reproducible_steps | customer-control-v1:42:23 | 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-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": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_... | {"group_id": "customer-control-v1:42:23", "id": "customer-control-v1:42:23:has_reproducible_steps", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": ... | 99 |
customer-control-v1:42:23:refund_requested | customer-control-v1:42:23 | 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-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": "evidence", "language": "en", "provenance": {"annotation_status": "synthetic_... | {"group_id": "customer-control-v1:42:23", "id": "customer-control-v1:42:23:refund_requested", "kind": "noul", "metadata": {"case_name": "customer_support_fanout_control", "control_latents": {"ambiguity": "none", "categories": ["billing"], "churn": 0, "frustration": 1, "refund": false, "repro": false, "severity": 0}, "e... | 100 |
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