{ "surface": "report", "manifest": { "version": 1, "surface": "report", "title": "8月28日转人工率偏高诊断", "description": "UMall AI 客服截至 11:37 的转人工率诊断。", "generatedAt": "2026-08-28T11:50:00+09:00", "sources": [ { "id": "session-logs", "label": "UMall production conversation sessions", "path": "analysis.sql", "query": { "language": "sql", "description": "Scans production UMall session JSONL records, applies the same 11:37 JST cutoff to Aug 27 and Aug 28, detects transfer markers, and aggregates only de-identified counts.", "tables_used": ["production conversation session JSONL files"], "filters": [ "Production session keys beginning with api:umall-ai-cs-", "Created on Aug 27 or Aug 28, 2026", "Created at or before 11:37:59 JST" ], "metric_definitions": [ "Session transfer rate = sessions containing at least one [转人工] assistant response / all sessions.", "Customer transfer rate = unique customers with at least one transferred session / unique customers.", "Repeat transfer sessions = transferred sessions minus unique transferred customers." ] } }, { "id": "after-sale-checks", "label": "CustomerAi after-sale status checks", "query": { "language": "api lookup", "sql": "python3 scripts/customer_ai_query.py afterSaleInfo --order-id ", "description": "Fresh read-only checks of after-sale status for the orders represented in Aug 28 transferred sessions.", "tables_used": ["CustomerAi afterSaleInfo API"], "filters": [ "Orders appearing in transferred production sessions through 11:37 JST", "Checked on Aug 28, 2026" ], "metric_definitions": [ "Existing after-sale means the order returned at least one recorded after-sale entry at check time." ] } } ], "blocks": [ { "id": "title", "type": "markdown", "body": "# 8月28日转人工率偏高诊断" }, { "id": "executive-summary", "type": "markdown", "sourceId": "session-logs", "body": "## 核心结论\n\n**偏高来自重复会话，不是客户增多。** 截至 11:37，28日为 12/17（70.6%），27日同期为 8/14（57.1%）；按客户统计均为 7/12（58.3%）。新增 4 次全部来自重复转人工（1→5）。\n\n3 个客户占 8/12 次，单个取消订单占 4 次。工具异常包括 `afterSaleInfo` 拦截 11/17 次、图片引用失败 2 次。建议复用同一客户/订单的人工工单并修复附件引用；全天结束后再复核。" }, { "id": "rate-chart-block", "type": "chart", "chartId": "rate-comparison" } ], "charts": [ { "id": "rate-comparison", "title": "同期转人工率对比", "description": "8月27日与28日截至 11:37。", "type": "bar", "intent": "comparison", "question": "Did transfer incidence rise at both the session and customer level?", "rationale": "Grouped bars compare two discrete dates across the two denominators without implying a longer time-series trend.", "dataset": "rate_comparison", "encodings": { "x": { "field": "date" }, "y": { "field": "rate" }, "color": { "field": "denominator" } }, "options": { "grouping": "grouped", "palette": { "kind": "categorical" }, "legend": { "show": true }, "valueFormat": "percent" }, "sourceId": "session-logs" } ] }, "snapshot": { "version": 1, "status": "ready", "generatedAt": "2026-08-28T11:50:00+09:00", "datasets": { "rate_comparison": [ { "date": "Aug 27", "denominator": "Sessions", "rate": 0.5714, "sessions": 14, "transfers": 8, "unique_customers": 12, "transferred_customers": 7, "repeat_transfer_sessions": 1 }, { "date": "Aug 27", "denominator": "Unique customers", "rate": 0.5833, "sessions": 14, "transfers": 8, "unique_customers": 12, "transferred_customers": 7, "repeat_transfer_sessions": 1 }, { "date": "Aug 28", "denominator": "Sessions", "rate": 0.7059, "sessions": 17, "transfers": 12, "unique_customers": 12, "transferred_customers": 7, "repeat_transfer_sessions": 5 }, { "date": "Aug 28", "denominator": "Unique customers", "rate": 0.5833, "sessions": 17, "transfers": 12, "unique_customers": 12, "transferred_customers": 7, "repeat_transfer_sessions": 5 } ], "transfer_reasons": [ { "category": "取消订单与退款跟进", "transfer_sessions": 4, "share": 0.3333, "distinct_customer_cases": 1, "repeat_transfer_sessions": 3 }, { "category": "商品质量与售后", "transfer_sessions": 3, "share": 0.25, "distinct_customer_cases": 2, "repeat_transfer_sessions": 1 }, { "category": "配送异常与重新配送", "transfer_sessions": 3, "share": 0.25, "distinct_customer_cases": 3, "repeat_transfer_sessions": 0 }, { "category": "商品信息冲突", "transfer_sessions": 1, "share": 0.0833, "distinct_customer_cases": 1, "repeat_transfer_sessions": 0 }, { "category": "直接要求人工（资料不足）", "transfer_sessions": 1, "share": 0.0833, "distinct_customer_cases": 1, "repeat_transfer_sessions": 0 } ], "repeat_clusters": [ { "case": "取消订单与退款跟进", "transfer_sessions": 4, "repeat_transfers": 3 }, { "case": "板栗饼质量与退款", "transfer_sessions": 2, "repeat_transfers": 1 }, { "case": "冷冻商品化冻售后", "transfer_sessions": 2, "repeat_transfers": 1 } ] } }, "sources": [ { "id": "session-logs", "label": "UMall production conversation sessions", "path": "analysis.sql", "query": { "language": "sql", "description": "Scans production UMall session JSONL records, applies the same 11:37 JST cutoff to Aug 27 and Aug 28, detects transfer markers, and aggregates only de-identified counts.", "tables_used": ["production conversation session JSONL files"], "filters": [ "Production session keys beginning with api:umall-ai-cs-", "Created on Aug 27 or Aug 28, 2026", "Created at or before 11:37:59 JST" ], "metric_definitions": [ "Session transfer rate = sessions containing at least one [转人工] assistant response / all sessions.", "Customer transfer rate = unique customers with at least one transferred session / unique customers.", "Repeat transfer sessions = transferred sessions minus unique transferred customers." ] } }, { "id": "after-sale-checks", "label": "CustomerAi after-sale status checks", "query": { "language": "api lookup", "sql": "python3 scripts/customer_ai_query.py afterSaleInfo --order-id ", "description": "Fresh read-only checks of after-sale status for the orders represented in Aug 28 transferred sessions.", "tables_used": ["CustomerAi afterSaleInfo API"], "filters": [ "Orders appearing in transferred production sessions through 11:37 JST", "Checked on Aug 28, 2026" ], "metric_definitions": [ "Existing after-sale means the order returned at least one recorded after-sale entry at check time." ] } } ] }