[
  {
    "conv_id": "C0001",
    "started_at": "2026-03-04 09:12",
    "channel": "chat",
    "category_raw": "배송조회",
    "category_code": "c_delivery",
    "handled_by": "bot",
    "handoff_reason": null,
    "reopened_within_72h": false,
    "first_response_sec": 3,
    "csat_1to5": 5
  },
  {
    "conv_id": "C0002",
    "started_at": "2026-03-04 10:41",
    "channel": "email",
    "category_raw": "환불요청",
    "category_code": "c_refund",
    "handled_by": "handoff",
    "handoff_reason": "정책 민감",
    "reopened_within_72h": false,
    "first_response_sec": 840,
    "csat_1to5": 4
  },
  {
    "conv_id": "C0003",
    "started_at": "2026-03-04 14:02",
    "channel": "app",
    "category_raw": "배송 문의",
    "category_code": "c_delivery",
    "handled_by": "bot",
    "handoff_reason": null,
    "reopened_within_72h": true,
    "first_response_sec": 2,
    "csat_1to5": 2
  },
  {
    "conv_id": "C0004",
    "started_at": "2026-03-05 11:20",
    "channel": "chat",
    "category_raw": "반품/교환",
    "category_code": "c_return",
    "handled_by": "handoff",
    "handoff_reason": "봇 답변 실패",
    "reopened_within_72h": false,
    "first_response_sec": 12,
    "csat_1to5": 4
  },
  {
    "conv_id": "C0005",
    "started_at": "2026-03-05 16:55",
    "channel": "voice",
    "category_raw": "개인정보 변경",
    "category_code": "c_account",
    "handled_by": "human",
    "handoff_reason": null,
    "reopened_within_72h": null,
    "first_response_sec": null,
    "csat_1to5": null
  },
  {
    "conv_id": "C0006",
    "started_at": "2026-03-06 09:03",
    "channel": "email",
    "category_raw": "프로모션 신규유형(미등록)",
    "category_code": null,
    "handled_by": "bot",
    "handoff_reason": null,
    "reopened_within_72h": true,
    "first_response_sec": 5,
    "csat_1to5": 3
  },
  {
    "conv_id": "C0007",
    "started_at": "2026-03-06 13:47",
    "channel": "chat",
    "category_raw": "환불",
    "category_code": "c_refund",
    "handled_by": "bot",
    "handoff_reason": null,
    "reopened_within_72h": true,
    "first_response_sec": 9,
    "csat_1to5": 1
  },
  {
    "conv_id": "C0008",
    "started_at": "2026-03-07 08:15",
    "channel": "app",
    "category_raw": "배송조회",
    "category_code": "c_delivery",
    "handled_by": "bot",
    "handoff_reason": null,
    "reopened_within_72h": null,
    "first_response_sec": 0,
    "csat_1to5": null
  },
  {
    "conv_id": "C0009",
    "started_at": "2026-03-07 19:31",
    "channel": "chat",
    "category_raw": "결제오류",
    "category_code": "c_payment",
    "handled_by": "handoff",
    "handoff_reason": "금액 확인 필요",
    "reopened_within_72h": true,
    "first_response_sec": 21,
    "csat_1to5": 1
  },
  {
    "conv_id": "C0010",
    "started_at": "2026-03-08 10:08",
    "channel": "email",
    "category_raw": "단순문의",
    "category_code": "c_info",
    "handled_by": "bot",
    "handoff_reason": null,
    "reopened_within_72h": false,
    "first_response_sec": 4,
    "csat_1to5": 5
  },
  {
    "conv_id": "C0011",
    "started_at": "2026-03-09 15:22",
    "channel": "voice",
    "category_raw": "상담사연결",
    "category_code": "c_human",
    "handled_by": "human",
    "handoff_reason": null,
    "reopened_within_72h": false,
    "first_response_sec": 63,
    "csat_1to5": null
  },
  {
    "conv_id": "C0012",
    "started_at": "2026-03-10 09:44",
    "channel": "chat",
    "category_raw": "반품문의",
    "category_code": "c_return",
    "handled_by": "bot",
    "handoff_reason": null,
    "reopened_within_72h": true,
    "first_response_sec": 3,
    "csat_1to5": 2
  },
  {
    "conv_id": "C0013",
    "started_at": "2026-03-12 11:37",
    "channel": "app",
    "category_raw": "개인정보삭제요청",
    "category_code": "c_account",
    "handled_by": "bot",
    "handoff_reason": null,
    "reopened_within_72h": false,
    "first_response_sec": 6,
    "csat_1to5": 3
  },
  {
    "conv_id": "C0014",
    "started_at": "2026-03-12 17:05",
    "channel": "chat",
    "category_raw": "쿠폰 중복",
    "category_code": null,
    "handled_by": "handoff",
    "handoff_reason": "가드 차단",
    "reopened_within_72h": false,
    "first_response_sec": 8,
    "csat_1to5": 4
  }
]