{
  "source": "examples/thread.txt",
  "messages": 9,
  "by_role": {
    "customer": 5,
    "agent": 3,
    "internal": 1,
    "other": 0
  },
  "out_of_order_fixed": false,
  "opened": "2026-11-03 08:12",
  "last_message": "2026-11-07 09:30",
  "measured_to": "2026-11-07 15:00",
  "time_open_minutes": 6168,
  "time_open": "4d 6h",
  "first_response": "6h 28m",
  "first_response_minutes": 388,
  "response_gaps": [
    {
      "from": "2026-11-03 08:12",
      "to": "2026-11-03 14:40",
      "minutes": 388,
      "waited": "6h 28m",
      "agent": "Devon"
    },
    {
      "from": "2026-11-04 07:55",
      "to": "2026-11-05 10:05",
      "minutes": 1570,
      "waited": "1d 2h",
      "agent": "Devon"
    },
    {
      "from": "2026-11-06 07:48",
      "to": "2026-11-06 16:15",
      "minutes": 507,
      "waited": "8h 27m",
      "agent": "Priya"
    }
  ],
  "longest_gap": "1d 2h",
  "average_gap": "13h 42m",
  "customer_follow_ups_without_reply": 1,
  "waiting_on": "agent",
  "waiting_for": "5h 30m",
  "agents": [
    "Devon",
    "Priya"
  ],
  "handoffs": 1,
  "customer_tone": [
    {
      "when": "2026-11-03 08:12",
      "mood": "calm",
      "score": 0,
      "risks": []
    },
    {
      "when": "2026-11-04 07:55",
      "mood": "calm",
      "score": 2,
      "risks": []
    },
    {
      "when": "2026-11-04 19:30",
      "mood": "frustrated",
      "score": 4,
      "risks": []
    },
    {
      "when": "2026-11-06 07:48",
      "mood": "angry",
      "score": 12,
      "risks": [
        "refund",
        "public review"
      ]
    },
    {
      "when": "2026-11-07 09:30",
      "mood": "frustrated",
      "score": 6,
      "risks": [
        "chargeback"
      ]
    }
  ],
  "tone_trend": "getting worse",
  "risk_flags": [
    "refund",
    "public review",
    "chargeback"
  ],
  "tried": [
    {
      "when": "2026-11-03 14:40",
      "by": "agent",
      "name": "Devon",
      "text": "Could you try restarting your router and then holding the thermostat's center button for 10 seconds to reboot it?"
    },
    {
      "when": "2026-11-04 07:55",
      "by": "customer",
      "name": "Marta Kowalski",
      "text": "I restarted the router and rebooted the thermostat like you said."
    },
    {
      "when": "2026-11-05 10:05",
      "by": "agent",
      "name": "Devon",
      "text": "I checked your device logs and it disconnects around 3 am each night."
    },
    {
      "when": "2026-11-05 10:05",
      "by": "agent",
      "name": "Devon",
      "text": "I've pushed firmware 4.2.1 to your thermostat, which fixes a Wi-Fi sleep bug."
    },
    {
      "when": "2026-11-05 10:20",
      "by": "internal",
      "name": "Devon",
      "text": "Logs show 2.4 GHz disconnects at 03:00 to 03:10 nightly."
    },
    {
      "when": "2026-11-05 10:20",
      "by": "internal",
      "name": "Devon",
      "text": "Firmware 4.2.1 pushed."
    },
    {
      "when": "2026-11-06 16:15",
      "by": "agent",
      "name": "Priya",
      "text": "I've escalated this to our hardware team and asked them to approve a replacement unit."
    }
  ]
}