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Support-query records from an internship program's helpdesk, covering how each query was raised, what it was about, and how it was resolved. The dataset has 4,093 rows, one per query, with 16 columns. It has no free-text query content. Each query's topic is given as one of 16 theme codes. Each row also has a resolution pathway, one of 6 categories, such as admin-resolved, peer-resolved, AI-agent-resolved, or self-resolved. Two small lookup files describe the themes and pathways.

README.md

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----
-license: mit
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+# 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`.

query_theme_distribution.csv

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+query_theme_code,query_theme_label,description,count,pct
+T4,NOC status → offer-letter issuance/delay,"Student reports submitting their NOC and asks about, or complains about the delay of, the resulting offer letter.",962,23.5
+T3,Phase/program eligibility & NOC-field/info,"General eligibility questions, what to fill in NOC fields, or program-structure questions, asked before any submission-status complaint exists.",584,14.3
+T16,No actionable content,"Blank, a test string (""Test""), or a pure statement with no actual question or request.",365,8.9
+T7,Portal/interview-status technical bugs,"Portal technical bugs unrelated to dashboard sync -- broken buttons, redirects, or incorrect interview-status display.",359,8.8
+T10,Phase/course content & scheduling,"Questions about what a phase/course covers, or its scheduling.",345,8.4
+T5,Dashboard/progress-tracker sync bugs,"The dashboard or progress tracker does not reflect the student’s real, already-correct status.",331,8.1
+T6,Off-campus forms/onboarding/confirmation-email requests,"Off-campus onboarding paperwork, confirmation-email requests, or HOD-facing forms.",246,6.0
+T1,NOC template/college eligibility,"Which NOC template/format to use, or which institution’s NOC is acceptable.",211,5.2
+T9,SP/points mechanics,Complaints or questions about motivational/SP points calculation.,191,4.7
+T2,Exam-date conflicts/timing,The student’s exam schedule conflicts with program dates.,171,4.2
+T11,AI agent/chatbot broken,The AI chatbot agent itself is malfunctioning.,123,3.0
+T14,Team formation,Questions or complaints about team size or team formation.,81,2.0
+T13,Breakout rooms/cohort logistics,Breakout-room or batch/cohort logistics questions.,60,1.5
+T15,Record/data correction,"Request to correct a name or other data field on an official record (e.g. offer letter, certificate).",37,0.9
+T8,WhatsApp group access,Questions about joining or the legitimacy of a WhatsApp group.,22,0.5
+T12,Phase/course+offer-letter status (blended),"Genuinely mixes course-content (T10-type) and offer-letter-status (T4-type) content in one query, where the two cannot be cleanly separated.",5,0.1

resolution_pathway_distribution.csv

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+resolution_pathway_code,resolution_pathway_label,description,count,pct
+P1,Admin bulk/script-resolved,"Resolved automatically by an administrator-run bulk or scripted action, not reviewed individually.",2000,48.9
+P2,Admin individually-resolved,Resolved directly by a specific human administrator reviewing the query individually.,1157,28.3
+P5,Self-resolved,"Resolved by the student who raised the query, without outside intervention.",501,12.2
+P3,Peer-resolved,"Resolved by a peer within the programme, either informally or through a reviewed/approved peer response.",286,7.0
+P4,AI-agent resolved,Resolved automatically by the programme’s AI chatbot agent.,148,3.6
+P6,Unresolved/other,Not resolved through any of the standard pathways above.,1,0.0