| --- |
| license: mit |
| language: |
| - en |
| pretty_name: Internship Support-Query Resolution Dataset |
| size_categories: |
| - 1K<n<10K |
| task_categories: |
| - text-classification |
| tags: |
| - education |
| - internship |
| - student-support |
| - helpdesk |
| - query-resolution |
| - learning-analytics |
| - tabular |
| --- |
| # Internship Support-Query Resolution Dataset |
|
|
| Support-query records from an internship programme's helpdesk: how each query |
| was raised, which theme it's about, and how it was resolved. 4,093 rows, one |
| row per query. No free-text query content is included — every row's content |
| is represented only by `query_theme_code`. |
|
|
| ## Files |
|
|
| | File | Rows | Contents | |
| |---|---|---| |
| | `internship_query_resolution_export_2026-07-08_anonymized.csv` | 4093 | one row per query, 16 columns | |
| | `query_theme_distribution.csv` | 16 | `query_theme_code`, `query_theme_label`, `description`, `count`, `pct` — what each query was *about* | |
| | `resolution_pathway_distribution.csv` | 6 | `resolution_pathway_code`, `resolution_pathway_label`, `description`, `count`, `pct` — *how* each query got resolved | |
| | `LICENSE` | — | MIT License | |
|
|
| The two lookup files are separate because a query's topic and how it got |
| resolved are independent facts about it. |
|
|
| ## Columns |
|
|
| | # | Column | Meaning | |
| |---|---|---| |
| | 1 | `query_id` | opaque internal identifier, unique per row | |
| | 2 | `raised_by_student_id` | pseudonymous asker id (`STUDENT_00001`…), consistent across rows for the same person | |
| | 3 | `raised_at` | ISO 8601 timestamp the query was raised | |
| | 4 | `query_theme_code` | what the query is about — look up the name in `query_theme_distribution.csv` | |
| | 5 | `status` | coarse resolution outcome: `human_resolved`, `resolved`, `resolved_by_asker`, `resolved_by_AI_agent`, `super_escalated` | |
| | 6 | `resolution_pathway_code` | how the query was resolved — look up the name in `resolution_pathway_distribution.csv` | |
| | 7 | `resolution_pathway_label` | the resolution-pathway name, inlined here for convenience | |
| | 8 | `trigger_source` | how the query entered the system: `header_link`, `legacy_hashtag`, `peer_raise`, `AI_agent_proactive`, or `NA` | |
| | 9 | `resolution_type_raw` | whether an FAQ action was taken while resolving: `find_faq`, `create_faq`, `custom_reply`, or `NA` | |
| | 10 | `linked_faq_id` | which of 114 existing FAQ entries was reused (`<topic>.<item>`, e.g. `4.3`), or `NA` | |
| | 11 | `linked_faq_id_source` | which underlying system field that FAQ link was read from, or `NA` | |
| | 12 | `responded_at` | ISO 8601 timestamp of the response, or `NA` | |
| | 13 | `resolver_type` | the system's resolver category, 10 values — see *Resolution pathway* below for how this relates to `resolution_pathway_code` | |
| | 14 | `resolver_student_id` | pseudonymous resolver id, same scheme as column 2, or `NA` — populated only when an individual person (not a script or the asker) resolved the query | |
| | 15 | `escalation_trigger` | `too_many_skips`, `too_many_ambiguous`, or `NA` | |
| | 16 | `accepted_at` | ISO 8601 timestamp of acceptance, or `NA` | |
|
|
| All blank cells are written as the literal string `NA`. |
|
|
| ## Query theme |
|
|
| What the query is about: one of 16 categories (`T1`–`T16`), assigned by |
| reading each query's actual text against the category definitions below — |
| not derived from any other column. Names, full descriptions, counts, and |
| percentages are in `query_theme_distribution.csv`. |
|
|
| ## Resolution pathway |
|
|
| How the query was resolved, independent of its topic. `status` alone is too |
| coarse to distinguish resolution pathways — for example, every peer-resolved |
| query (286 of them) carries the same `status = human_resolved` value as an |
| administrator-resolved query. `resolution_pathway_code` makes this |
| distinction explicit, grouping the system's 10 raw `resolver_type` values |
| into 6 categories: |
|
|
| | Code | Label | `resolver_type` values included | |
| |---|---|---| |
| | P1 | Admin bulk/script-resolved | `bulk_admin_script`, `bulk_admin_script_legacy` | |
| | P2 | Admin individually-resolved | `human_admin_direct`, `human_admin_direct_legacy`, `human_resolved_unattributed` | |
| | P3 | Peer-resolved | `peer_answered_no_formal_approval_record`, `peer_genuine_approve` | |
| | P4 | AI-agent resolved | `AI_agent` | |
| | P5 | Self-resolved | `self_resolved_by_asker` | |
| | P6 | Unresolved/other | `unresolved_or_other` | |
|
|
| `resolver_type` is kept alongside `resolution_pathway_code` because it is |
| more granular — it is the only column that distinguishes a legacy-era action |
| from a current-era one (e.g. `bulk_admin_script` vs. |
| `bulk_admin_script_legacy`, both grouped under `P1`). |
|
|
| ## Column notes |
|
|
| **`resolver_student_id`** supports resolver-effort analysis (who resolves |
| the most queries). Its population does not follow `resolution_pathway_code` |
| cleanly: within `P1` (bulk-script), 570 of 2,000 rows carry an individual |
| id even though bulk-script resolution sounds automatic; within `P2` (direct |
| admin), only 45 of 1,157 rows do — most "direct" admin resolutions in this |
| data are not attributed to a specific person. This is a property of the |
| source system, not an artifact of this release. |
|
|
| **`escalation_trigger`** is set by the system's own internal logic (too |
| many skipped attempts, too much ambiguity) before a resolution pathway is |
| settled, independent of `resolution_pathway_code`. In this data it only |
| co-occurs with `P1`, `P2`, or `P5` — `P3` (peer) and `P4` (AI-agent) rows |
| never carry this flag. |
| |
| ## License |
| |
| MIT License, see `LICENSE`. |
| |
