[
  {
    "id": "IT-001",
    "received": "2026-09-30",
    "source_kind": "email",
    "author_role": "migration program lead",
    "subject": "Wave 3 confirmed",
    "text": "All — confirming the final wave for the legacy book is locked for February 1. That takes us to 90% moved onto the online product. No change to the plan of record; training slots are booked. Thanks for the patience on wave 2. 4 rows × 4 columns [table: sheet-Wave plan]"
  },
  {
    "id": "IT-002",
    "received": "2026-10-01",
    "source_kind": "meeting-notes",
    "author_role": "account lead, segment A-S08",
    "subject": "Client review — A-S08",
    "text": "Client review — A-S08 Notes from the client review. 1) Satisfaction steady. 2) The client signed a new division: about 1,200 users onboarding starting Nov 9. Account lead expects volume up 15% on the A-S08 gates once they are live. 3) QBR moved to December. Action: WFM to reflect the onboarding in the outlook."
  },
  {
    "id": "IT-003",
    "received": "2026-10-02",
    "source_kind": "chat",
    "author_role": "account manager, segment A-S08",
    "subject": "(chat)",
    "text": "heads up for planning — the A-S08 onboarding is confirmed for Nov 9, the 15% bump is real per the account team. they're sending the user file next week"
  },
  {
    "id": "IT-004",
    "received": "2026-10-02",
    "source_kind": "email",
    "author_role": "unknown (forwarded)",
    "subject": "FW: fyi",
    "text": "Not sure if this is real but I heard a client is moving 3,000 users to self-service on Oct 12. Apparently G103 voice could drop 15%. Someone in the hallway mentioned it, might be worth a look."
  },
  {
    "id": "IT-005",
    "received": "2026-09-17",
    "source_kind": "ops-note",
    "author_role": "team lead, segment A-S02",
    "subject": "Absence",
    "text": "Absence Rough start to the week on G106: 3 of our 8 agents were out sick Monday through Wednesday (flu going around). Backup skills picked up some of it. Everyone is back today."
  },
  {
    "id": "IT-006",
    "received": "2026-01-03",
    "source_kind": "chat",
    "author_role": "real-time analyst",
    "subject": "(chat)",
    "text": "snow in the northeast is wrecking schedules today, phones lit up across the NA managed service gates since 7am. nothing from the weather feed yet"
  },
  {
    "id": "IT-007",
    "received": "2026-09-29",
    "source_kind": "transcript",
    "author_role": "stand-up (several speakers)",
    "subject": "Daily stand-up",
    "text": "SPEAKER 1: Morning. Hurricane fallout still in the queues. SPEAKER 2: Product mentioned the chat timeout change goes live Oct 20 on the online product; chat sessions might go up, maybe 10 percent, not confirmed. SPEAKER 1: Let's get that confirmed before we plan for it. SPEAKER 3: Coffee machine on 4 is fixed."
  },
  {
    "id": "IT-008",
    "received": "2026-10-01",
    "source_kind": "email",
    "author_role": "scheduling lead, product D",
    "subject": "Columbus Day",
    "text": "Reminder from the calendar: for Columbus Day on Oct 12 the agency gates (product D) run reduced hours; expect volume down 40% that day across D. The ESC stays fully open."
  }
]