{
  "meta": {
    "scenario": "Kenji's ticket-tier divergence: stacked-area failure vs small-multiples rebuild",
    "chapter": "Chapter 4 - Chart Selection",
    "book_figure": "Figure 4.4",
    "book_figure_svg": "assets/figures/04-kenji-before-after.svg",
    "domain": "Customer support operations analytics",
    "synthetic": true,
    "narrative_purpose": {
      "before": "The Copilot-produced stacked-area chart Kenji built first: four tier series (T1, T2, T3, Escalations) stacked on a common baseline across nine months. Technically correct; the audience cannot see the tier-2 volume drop OR the resolution-time rise because both are hidden inside the stack.",
      "after": "The rebuild once the family choice is corrected: two small-multiples panels sharing the same nine-month x-axis. Panel 1 = tier-2 ticket volume falling 19% post-March; Panel 2 = mean tier-2 resolution time rising 34% over the same window. Divergence between the two lines IS the argument."
    }
  },
  "automation_month": "March",
  "months": [
    {
      "month": "Jul",
      "tier2_tickets": 1310,
      "tier2_mean_resolution_hours": 3
    },
    {
      "month": "Aug",
      "tier2_tickets": 1350,
      "tier2_mean_resolution_hours": 3
    },
    {
      "month": "Sep",
      "tier2_tickets": 1370,
      "tier2_mean_resolution_hours": 3.1
    },
    {
      "month": "Oct",
      "tier2_tickets": 1340,
      "tier2_mean_resolution_hours": 3.2
    },
    {
      "month": "Nov",
      "tier2_tickets": 1310,
      "tier2_mean_resolution_hours": 3.3
    },
    {
      "month": "Dec",
      "tier2_tickets": 1280,
      "tier2_mean_resolution_hours": 3.3
    },
    {
      "month": "Jan",
      "tier2_tickets": 1240,
      "tier2_mean_resolution_hours": 3.4
    },
    {
      "month": "Feb",
      "tier2_tickets": 1210,
      "tier2_mean_resolution_hours": 3.5
    },
    {
      "month": "Mar",
      "tier2_tickets": 1200,
      "tier2_mean_resolution_hours": 3.7
    },
    {
      "month": "Apr",
      "tier2_tickets": 1090,
      "tier2_mean_resolution_hours": 4.2
    },
    {
      "month": "May",
      "tier2_tickets": 1050,
      "tier2_mean_resolution_hours": 4.4
    },
    {
      "month": "Jun",
      "tier2_tickets": 1005,
      "tier2_mean_resolution_hours": 4.6
    }
  ],
  "pre_automation_window": {
    "months": [
      "Jul",
      "Aug",
      "Sep",
      "Oct",
      "Nov",
      "Dec",
      "Jan",
      "Feb",
      "Mar"
    ]
  },
  "post_automation_window": {
    "months": [
      "Apr",
      "May",
      "Jun"
    ]
  },
  "big_idea": "Tier-2 ticket volume dropped 19% post-automation, but mean resolution time per tier-2 ticket climbed 34%; the team that gained capacity from automation is being eaten by harder tickets.",
  "chart_states": {
    "stacked_area_failure": {
      "family": "distribution / composition (stacked area)",
      "series_count": 4,
      "argument_visible_in_five_seconds": false,
      "reason": "Tier-2 slice moves inside the stack but the eye cannot compare its slope to the resolution-time slope on the same canvas; resolution-time is not on the chart at all."
    },
    "small_multiples_rebuild": {
      "family": "trend (small multiples with shared x-axis)",
      "panels": 2,
      "argument_visible_in_five_seconds": true,
      "divergence_visible": true
    }
  },
  "source_sha256": "136553126702bebee69f44e768dfafc2e34a4ddcb023c6c140025a1658e55405"
}