At 8:14 a.m., a caller thanked me for “the bops” and gave the hold music a 10/10, then rated the actual resolution a 7 — my report shows CSAT is 28% higher on calls with >3 min hold when the playlist skews to lo-fi. I’m tempted to A/B test lo-fi vs soft jazz for a week and segment by queue time; has anyone seen FCR or abandonment move with a soundtrack swap?