{"id": "dept-refund", "state": "Customer email: 'You charged me twice for invoice #4411. Please refund the duplicate payment today or we will cancel our plan.'", "questions": {"department": {"type": "choice", "instructions": "Which department should handle this email?", "criteria": {"billing": "invoices, payments, refunds", "technical": "bugs, outages, system errors", "sales": "pricing, new contracts", "other": "everything else"}}, "refund": {"type": "noul", "instructions": "Does the customer ask for money back?"}}, "gold": {"department": "billing", "refund": true}}
{"id": "dept-bug", "state": "Support ticket: 'The desktop app crashes every time I open a shared document since the 3.2 update.'", "questions": {"department": {"type": "choice", "instructions": "Which department should handle this ticket?", "criteria": {"billing": "invoices, payments, refunds", "technical": "bugs, outages, system errors", "sales": "pricing, new contracts", "other": "everything else"}}, "system_error": {"type": "noul", "instructions": "Is the user reporting a software bug or system error?"}}, "gold": {"department": "technical", "system_error": true}}
{"id": "dept-sales", "state": "Prospect email: 'Could you send pricing for 200 Enterprise seats and a quote for an annual contract?'", "questions": {"department": {"type": "choice", "instructions": "Which department should handle this email?", "criteria": {"billing": "invoices, payments, refunds", "technical": "bugs, outages, system errors", "sales": "pricing, new contracts", "other": "everything else"}}}, "gold": {"department": "sales"}}
{"id": "dept-other", "state": "User email: 'How do I change the display name shown on my profile?'", "questions": {"department": {"type": "choice", "instructions": "Which department should handle this email?", "criteria": {"billing": "invoices, payments, refunds", "technical": "bugs, outages, system errors", "sales": "pricing, new contracts", "other": "everything else"}}}, "gold": {"department": "other"}}
{"id": "urgency-critical", "state": "Production alert: 'Payment processing is down in production. Every checkout fails and customers are blocked right now.'", "questions": {"urgency": {"type": "score", "instructions": "How urgent is this request?", "criteria": ["not urgent", "soon", "critical deadline or blocking issue"]}}, "gold": {"urgency": 2}}
{"id": "urgency-low", "state": "Feature request: 'Sometime next quarter it would be nice to have a dark mode option.'", "questions": {"urgency": {"type": "score", "instructions": "How urgent is this request?", "criteria": ["not urgent", "soon", "critical deadline or blocking issue"]}}, "gold": {"urgency": 0}}
{"id": "refund-false", "state": "Customer email: 'Please update the billing address on our account to 12 Rue de Rivoli, Paris.'", "questions": {"refund": {"type": "noul", "instructions": "Does the customer ask for money back?"}}, "gold": {"refund": false}}
{"id": "outage-true", "state": "Ticket: 'After the latest release the CSV export button returns HTTP 500 for every user.'", "questions": {"system_error": {"type": "noul", "instructions": "Is the user reporting a software bug or system error?"}}, "gold": {"system_error": true}}