FEATURES = {
    'The Agent introduced themselves properly': "Introduction by Agent",
    'The Agent greeted the Customer': "Greeting",
    'The Agent mentioned the company name': "Company Name",
    'The Agent talked about sending Introduction letter to the customer': "Introduction Letter",
    'The Agent asked the Customer about their Departure and Destination for the Travel Plan': "Departure and Destination",
    'The Agent asked about Travel Dates from the Customer': "Travel Dates",
    'The Agent offer car rental services or ask to inquire about car needs from the passenger': "Q: Car Rental",
    'The Agent offer car rental services or ask to inquire about car needs from the passenger.': "Q: Car Rental",
    'The Agent offered car rental services or ask to inquire about car needs from the passenger': "Q: Car Rental",
    'The Agent offered car rental services or asked to inquire about car needs from the passenger': "Q: Car Rental",
    'The Agent offered car rental services or asked to inquire about car needs from the passenger.': "Q: Car Rental",
    'The Customer was interested in car rental service': "A: Car Rental",
    'The Agent offered Hotel Accommodation or services related to Hotel or asked to inquire about Hotel needs from the Customer': "Q: Hotel Accomodation",
    'The Agent offered Hotel Accommodation or services related to Hotel or asked to enquire about Hotel needs from the Customer': "Q: Hotel Accomodation",
    'The Customer was interested in Hotel Accommodation service.': "A: Hotel Accomodation",
    'The Customer complained that they never received a call back or follow up that was promised by the Agent': "Missed Expectation : No Call Back/Follow Up",
    "The Customer complained that the information that they requested wasn't shared as promised.": "Missed Expectation - Not Informed",
    "The Customer complained that the information that they requested wasn't shared as was promised.": "Missed Expectation - Not Informed",
    "The Customer complained that the information they requested wasn't shared as was promised.": "Missed Expectation - Not Informed",
    'The Customer complained that they did not receive what was promised by the Agent.': "Missed Promises",
    "The Customer complained that they wrote an email to the company regarding their issue and it wasn't resolved.": "Repeat Contact - General/Other",
    "The Customer complained that they called the company regarding their issue and it wasn't resolved": "Repeat Contact - Previous Calls",
    "The Customer complained that they have been repeating the same information to different agents or to the agent that is assisting during the call.": "Repeat Information",
    'The Customer was interested in Hotel Accommodation service': "A: Hotel Accomodation",
    'The Customer complained that they never received a call back or follow up that was promised by the Agent.': "Missed Expectation : No Call Back/Follow Up",
    "The Customer complained that the information that they requested wasn't shared as promised": "Missed Expectation - Not Informed",
    "The Customer complained that the information that they requested wasn't shared as was promised": "Missed Expectation - Not Informed",
    "The Customer complained that the information they requested wasn't shared as was promised": "Missed Expectation - Not Informed",
    'The Customer complained that they did not receive what was promised by the Agent': "Missed Promises",
    "The Customer complained that they wrote an email to the company regarding their issue and it wasn't resolved": "Repeat Contact - General/Other",
    "The Customer complained that they called the company regarding their issue and it wasn't resolved.": "Repeat Contact - Previous Calls",
    "The Customer complained that they have been repeating the same information to different agents or to the agent that is assisting during the call": "Repeat Information",
    "The Agent hung up on the customer or the customer complained about the previous agent hanging up": "Agent Hanged Up",
    "The Customer threatened chargebacks or expressed intent to dispute charges": "Disputing Charge / Chargeback",
    "The Agent advised the Customer that the call will be transferred to a different agent or department or the Customer requested call transfer": "Transfer",
    "The Agent offered to transfer a customer to a different agent or department": "Transfer offer",
    "The Customer complained that they were not able to resolve their issue by using our company's website": "Channel Switch - Website",
    "The Customer stated that they will not use the company's services and will be switch to the competitors or mentioned that the competitors are providing better services": "Objection - Competitor - Switch",
    "The Customer mentioned that they had been using the webchat": "Channel Switch - Webchat",
    "The Customer threatened that they will contact the attorney or the Customer mentioned Attorney General": "Escalation: External - Attorney General",
    "The Customer threatened that they will be writing a BBB complaint": "Escalation: External - BBB",
    "The Customer threatened with legal actions or mentioned legal escalation": "Escalation: External - Legal",
    "The Customer stated that they will not use the company's services and will switch to the competitors or mentioned that the competitors are providing better services": "Objection - Competitor - Switch",
    "The Customer stated that they had a complaint about the company": "Escalation: Internal - Complaint",
    "The Customer wanted to complain at the corporate level or mentioned escalation": "Escalation: Internal - Corporate",
    "The Customer requested for their information to be removed off of the company's call/sell/mailing list": "Escalation: Internal - Do Not Contact/Remove from list",
    "The Customer requested to speak to a manager or a supervisor": "Escalation: Internal - Supervisor"
}