/* ============================================================
   Beacon CS — mock data (BitMart crypto-exchange CS context)
   All numbers are placeholder/illustrative per design-system §1.
   ============================================================ */

/* ---- Inbox conversations ---- */
const CONVERSATIONS = [
  {
    id: "CS-48201", uid: "BM-7741022", name: "Daniel R.", region: "DE", lang: "EN",
    intent: "提现未到账", uc: "UC-04", status: "ai", risk: "normal",
    asset: 420, channel: "网页聊天窗口", wait: "—", last: "正在说明提现进度自查步骤。",
    ago: "刚刚", unread: false,
  },
  {
    id: "CS-48198", uid: "BM-3320915", name: "Mei L.", region: "SG", lang: "ZH",
    intent: "充值未到账", uc: "UC-05", status: "handoff", risk: "normal",
    asset: 0, channel: "网页聊天窗口", wait: "—", last: "转人工资料已同步给坐席。",
    ago: "2 分钟", unread: true,
  },
  {
    id: "CS-48196", uid: "BM-5021189", name: "Nora P.", region: "US", lang: "EN",
    intent: "移除双重身份验证", uc: "UC-08", status: "handoff", risk: "high-asset",
    asset: 28400, channel: "网页聊天窗口", wait: "1 分 12 秒", last: "高资产账户操作需要主管或指定审批人签批。",
    ago: "3 分钟", unread: true,
  },
  {
    id: "CS-48190", uid: "BM-9912034", name: "匿名访客", region: "BR", lang: "PT",
    intent: "转到错误地址", uc: "UC-12", status: "ai", risk: "redline",
    asset: 0, channel: "网页聊天窗口", wait: "—", last: "已发送链上不可逆固定话术。",
    ago: "4 分钟", unread: false,
  },
  {
    id: "CS-48177", uid: "BM-5540881", name: "Ivan K.", region: "RU", lang: "RU",
    intent: "账户疑似被盗 · 资金已转出", uc: "L4/C8", status: "alert", risk: "critical",
    asset: 61200, channel: "网页聊天窗口", wait: "34 秒", last: "风险信号 · 立即转人工。",
    ago: "5 分钟", unread: true,
  },
  {
    id: "CS-48165", uid: "BM-2218740", name: "Carla M.", region: "ES", lang: "ES",
    intent: "身份认证审核中", uc: "UC-03", status: "ai", risk: "normal",
    asset: 0, channel: "网页聊天窗口", wait: "—", last: "二级认证审核正在进行中。",
    ago: "8 分钟", unread: false,
  },
  {
    id: "CS-48140", uid: "BM-8801277", name: "Tuan N.", region: "VN", lang: "VI",
    intent: "可能命中反洗钱或制裁标记", uc: "UC-05", status: "legal", risk: "legal",
    asset: 15800, channel: "网页聊天窗口", wait: "—", last: "已升级至合规负责人签批队列。",
    ago: "14 分钟", unread: false,
  },
  {
    id: "CS-48122", uid: "BM-4471903", name: "Sara T.", region: "GB", lang: "EN",
    intent: "身份认证失败 · 重提", uc: "UC-06", status: "resolved", risk: "normal",
    asset: 0, channel: "网页聊天窗口", wait: "—", last: "Anna 已给出重提指引。",
    ago: "22 分钟", unread: false,
  },
  {
    id: "CS-48101", uid: "BM-6650118", name: "Omar A.", region: "AE", lang: "EN",
    intent: "充值未入账", uc: "UC-05", status: "ai", risk: "normal",
    asset: 1240, channel: "网页聊天窗口", wait: "—", last: "已提示核对网络、地址和确认数。",
    ago: "31 分钟", unread: false,
  },
];

/* Active conversation thread (Mei L. — L1 handoff) */
const THREAD = [
  { who: "user", t: "你好，我充值 USDT-TRC20 还没到账，链上交易编号是 0x9f3a…c21b。", at: "10:02" },
  { who: "ai", layer: "帮助中心文章", t: "请先核对这些信息：币种和网络一致，地址无误，充值附加说明或标签已填写，链上确认数已满足平台要求。", at: "10:02" },
  { who: "user", t: "我确认是 TRC20，地址没错，链上显示已确认。", at: "10:03" },
  { who: "ai", layer: "当前无法确认", t: "当前回答依据只覆盖基础排查，无法确认这笔充值的到账结果。我会把现有信息一并转交人工坐席。", at: "10:03" },
  { who: "handoff", t: "转人工资料已同步给坐席", at: "10:04" },
];

/* Two Zendesk-visible messages Beacon writes during handoff */
const HANDOFF_PACKETS = [
  {
    title: "完整对话内容包",
    tag: "已同步",
    at: "10:04",
    lines: [
      "用户：USDT-TRC20 充值未到账，提供链上交易编号 0x9f3a…c21b。",
      "Anna：已提示核对币种、网络、地址、充值附加说明或标签和链上确认数。",
      "用户：确认网络和地址无误，链上显示已确认。",
      "转人工原因：当前回答依据只覆盖基础排查，无法确认该笔充值的到账结果。",
    ],
  },
  {
    title: "转人工摘要",
    tag: "已同步",
    at: "10:04",
    lines: [
      "客户：BM-3320915 · Mei L. · SG · ZH",
      "问题：UC-05 · 充值未到账",
      "已掌握：USDT-TRC20，链上交易编号 0x9f3a…c21b，用户确认地址和网络无误，链上已确认",
      "当前进展：Anna 已完成基础排查；当前回答依据不覆盖该笔充值的到账结果，坐席需在 Zendesk 接续核对。",
    ],
  },
];

/* Four-element handoff summary */
const SUMMARY = {
  uid: "BM-3320915",
  classification: "UC-05 · 充值未到账",
  collected: ["币种 / 网络：USDT-TRC20", "链上交易编号：0x9f3a…c21b", "用户确认：地址和网络无误", "链上状态：用户反馈已确认"],
  conclusion: "Anna 已完成基础排查；当前回答依据不覆盖该笔充值的到账结果，需坐席在 Zendesk 接续核对。",
};

/* MCP read-only panel (agent-side), DO NOT DISCLOSE fields masked */
const MCP_PANEL = [
  { mcp: "usm-mcp", mcpLabel: "资金与账户（研发标识：usm-mcp）", fields: [
    { k: "账户状态", v: "正常", masked: false },
    { k: "余额（折合美元）", v: "$28,400", masked: false },
    { k: "最近提现", v: "2026-05-28 · USDT-TRC20", masked: false },
    { k: "热钱包流动性", v: "禁止披露", masked: true },
  ]},
  { mcp: "kyc-mcp", mcpLabel: "身份认证（研发标识：kyc-mcp）", fields: [
    { k: "认证等级", v: "二级（已认证）", masked: false },
    { k: "拒绝原因代码", v: "—", masked: false },
  ]},
  { mcp: "chain-mcp", mcpLabel: "链上信息（研发标识：chain-mcp）", fields: [
    { k: "最近链上交易编号", v: "0x9f3a…c21b", masked: false },
    { k: "确认数", v: "32 / 32", masked: false },
  ]},
  { mcp: "risk-mcp", mcpLabel: "风险信号（研发标识：risk-mcp）", fields: [
    { k: "高资产标记", v: "是", masked: false },
    { k: "反洗钱检测逻辑", v: "禁止披露", masked: true },
    { k: "制裁命中原因", v: "禁止披露", masked: true },
  ]},
];

/* ---- Analyze: KPIs ---- */
const KPIS = [
  { label: "Anna 直接解决率", val: "50.4", unit: "%", delta: "+4.1 个百分点", up: true, bar: 50, hint: "唯一计入已解决的结果分类。" },
  { label: "总转人工率", val: "31.8", unit: "%", delta: "−6.2 个百分点", up: true, bar: 32, hint: "用户主动转人工 + 策略要求转人工。" },
  { label: "95% 回答开始显示时间", val: "1.9", unit: "秒", delta: "一半会话不超过 1.4 秒", up: true, bar: 95, hint: "95% 的会话在这个时间内开始显示回答。" },
  { label: "转人工摘要完整率", val: "98.7", unit: "%", delta: "目标 100%", up: false, bar: 99, hint: "摘要包含坐席接手所需信息。" },
];

const SCENES = [
  { uc: "UC-04", name: "提现未到账", vol: 620, resolve: 64, hand: 36, trend: [40,44,48,52,58,62,64] },
  { uc: "UC-05", name: "充值未到账", vol: 351, resolve: 59, hand: 41, trend: [38,42,45,50,54,57,59] },
  { uc: "UC-03", name: "身份认证审核中", vol: 288, resolve: 71, hand: 29, trend: [55,60,63,66,68,70,71] },
  { uc: "UC-06", name: "身份认证失败后重提", vol: 244, resolve: 48, hand: 52, trend: [30,34,38,41,44,46,48] },
  { uc: "UC-07", name: "身份认证操作指引", vol: 210, resolve: 82, hand: 18, trend: [70,73,76,78,80,81,82] },
  { uc: "UC-08", name: "解绑双重身份验证", vol: 156, resolve: 12, hand: 88, trend: [8,9,10,11,11,12,12] },
];

/* ---- Analyze: Review Queue (quality / scorecard) ---- */
const REVIEW_QUEUE = [
  { id: "RQ-3391", uc: "UC-04", reason: "用户点踩 · 可能泄露内部信息", state: "needs-fix", critical: true, redline: "禁止披露", score: "0", reviewer: "Eden", ago: "6 分钟" },
  { id: "RQ-3388", uc: "UC-12", reason: "链上不可逆 · 检查找回话术", state: "reviewing", critical: false, redline: "链上不可逆", score: "—", reviewer: "Tyler", ago: "12 分钟" },
  { id: "RQ-3380", uc: "UC-08", reason: "高资产转人工抽样", state: "passed", critical: false, redline: null, score: "2", reviewer: "Eden", ago: "40 分钟" },
  { id: "RQ-3372", uc: "UC-06", reason: "双重身份验证指引准确性", state: "passed", critical: false, redline: null, score: "2", reviewer: "Eden", ago: "1 小时" },
  { id: "RQ-3360", uc: "UC-05", reason: "忠实性 · 到账时间承诺", state: "needs-fix", critical: true, redline: "忠实性", score: "1", reviewer: "Tyler", ago: "2 小时" },
];

/* ---- Outcome (four classes) ---- */
const OUTCOMES = [
  { k: "Anna 直接解决", n: 4243, pct: 50.4, color: "var(--green)" },
  { k: "用户主动转人工", n: 1868, pct: 22.2, color: "var(--blue)" },
  { k: "静默离开", n: 1177, pct: 14.0, color: "var(--amber)" },
  { k: "当前无法解决", n: 1132, pct: 13.4, color: "var(--red)" },
];

const AGENT_OUTCOME_CARDS = [
  {
    k: "Anna 直接解决",
    n: 4243,
    pct: 50.4,
    delta: "+4.1 个百分点",
    color: "var(--green)",
    tone: "green",
    rule: "基于当前回答依据的答案结束了本次会话。",
  },
  {
    k: "用户主动转人工",
    n: 1868,
    pct: 22.2,
    delta: "-5.4 个百分点",
    color: "var(--blue)",
    tone: "blue",
    rule: "用户明确要求人工客服接入。",
  },
  {
    k: "静默离开",
    n: 1177,
    pct: 14.0,
    delta: "-1.1 个百分点",
    color: "var(--amber)",
    tone: "amber",
    rule: "回答后没有确认结果。",
  },
  {
    k: "当前无法解决",
    n: 1132,
    pct: 13.4,
    delta: "+0.3 个百分点",
    color: "var(--red)",
    tone: "red",
    rule: "Anna 无法安全完成处理。",
  },
];

const OUTCOME_DEFINITIONS = [
  {
    k: "Anna 直接解决",
    priority: "3",
    includes: "答案能追溯到当前文章、已发布问答、处理流程或当前实时信息；复核窗口内没有转人工、重开、重复追问或点踩。",
    excludes: "回答依据不可追溯、高风险静默会话，以及后来因同类问题重开的会话。",
    denominator: "Anna 已参与的 Beacon 会话。",
    action: "持续观察",
    fix: "将回答依据缺口送入 Anna 当前帮助效果分析。",
    target: "计入自助解决率。",
    section: "analyze",
    tab: "anna",
  },
  {
    k: "用户主动转人工",
    priority: "2",
    includes: "Anna 解决问题前，用户点击“转人工”或明确提出人工请求。",
    excludes: "策略强制转人工、安全拒答、工具故障或无信号离开。",
    denominator: "Anna 已参与的 Beacon 会话。",
    action: "检查路径",
    fix: "只有答案确实缺失时才新增或完善常见问答。",
    target: "不计为 Anna 失败。",
    section: "train",
    tab: "review",
  },
  {
    k: "静默离开",
    priority: "4",
    includes: "Anna 回答后，会话在没有确认、反馈、重复追问或转人工的情况下过期。",
    excludes: "已确认解决、明确转人工、已经说明无法解决，以及不能把静默推断为解决的高风险场景。",
    denominator: "Anna 已参与的 Beacon 会话。",
    action: "改写答案",
    fix: "检查回答依据和下一步是否清楚。",
    target: "不得混入已解决。",
    section: "analyze",
    tab: "anna",
  },
  {
    k: "当前无法解决",
    priority: "1",
    includes: "没有当前文章、已发布问答、处理流程或实时信息可用，依据不安全、命中红线、能力不支持，或数据连接和工具不可用，并明确说明无法解决或转人工。",
    excludes: "Anna 尚能继续处理时，用户主动提出的转人工。",
    denominator: "Anna 已参与的 Beacon 会话。",
    action: "修复回答路径",
    fix: "检查当前来源、已发布问答、处理流程或实时工具是否存在缺口。",
    target: "必须回流 Anna 当前帮助效果分析。",
    section: "analyze",
    tab: "anna",
  },
];

const OUTCOME_MEASUREMENT = [
  { k: "统计范围", v: "Anna 已参与的 Beacon 会话", d: "用户进入 Beacon 聊天，并至少收到一条 Anna 回答。" },
  { k: "观察窗口", v: "会话关闭后 24 小时", d: "关闭后继续观察重开、重复追问、点踩、转人工或明确无法解决，不能因会话关闭提前进入候选。" },
  { k: "已解决结果分类", v: "仅 Anna 直接解决", d: "转人工、静默离开和当前无法解决永远不计为已解决。" },
  { k: "判定优先级", v: "当前无法解决 → 转人工 → 解决 → 静默离开", d: "信号冲突时，由优先级最高的结果归类会话。" },
  { k: "排除项", v: "测试、内部检查、垃圾数据、异常数据", d: "被排除的会话仍在数据健康中可见。" },
  { k: "允许回答依据", v: "文章、已发布问答或流程、实时信息", d: "回答必须能追溯到当前可用文章、已发布问答、处理流程或实时信息；个案事实还要完成对象匹配并符合工具真实结果。" },
  { k: "小样本", v: "显示提醒", d: "小样本分组保持可见，但不能单独决定训练优先级。" },
  { k: "静默推断", v: "默认关闭", d: "除非业务负责人启用经过评审的规则，否则静默离开永远不计为已解决。" },
];

const OUTCOME_DIAGNOSTICS = [
  { label: "没有可用回答依据", value: "482", tone: "amber", next: "查看 Anna 当前帮助效果分析", section: "analyze", tab: "anna" },
  { label: "回答依据不可追溯", value: "318", tone: "amber", next: "检查答案依据", section: "analyze", tab: "anna" },
  { label: "因安全规则停止", value: "211", tone: "red", next: "运行安全规则测试", section: "test", tab: "safety" },
  { label: "数据连接不可用", value: "121", tone: "orange", next: "查看运行健康", section: "analyze", tab: "health" },
];

const CLOSURE_ACTIONS = [
  { label: "没有可用回答依据", value: "482", action: "查看 Anna 当前帮助效果分析", next: "当前无法直接回答", section: "analyze", tab: "anna", tone: "red" },
  { label: "依据不可追溯", value: "318", action: "检查回答依据", next: "不得计为已解决", section: "analyze", tab: "anna", tone: "amber" },
  { label: "静默离开", value: "1,177", action: "检查答案", next: "回答依据或下一步可能不清楚", section: "analyze", tab: "anna", tone: "amber" },
  { label: "转人工摘要缺失", value: "35", action: "查看结果", next: "Zendesk 缺少接续上下文", section: "analyze", tab: "outcome", tone: "blue" },
];

const AGENT_OUTCOME_MONTHS = [
  { m: "1月", resolved: 36, handoff: 28, dropoff: 19, fallback: 17 },
  { m: "2月", resolved: 39, handoff: 27, dropoff: 18, fallback: 16 },
  { m: "3月", resolved: 42, handoff: 25, dropoff: 17, fallback: 16 },
  { m: "4月", resolved: 46, handoff: 24, dropoff: 16, fallback: 14 },
  { m: "5月", resolved: 49, handoff: 23, dropoff: 15, fallback: 13 },
  { m: "6月", resolved: 50.4, handoff: 22.2, dropoff: 14, fallback: 13.4 },
];

/* ---- Knowledge inventory (independent content types, not a linear pipeline) ---- */
const KNOWLEDGE_COUNTS = [
  { label: "低风险引用文章", n: 18640, note: "用途已确认且当前有效", tone: "green" },
  { label: "待审核问答", n: 23, note: "人工创建或系统建议", tone: "amber" },
  { label: "已发布问答", n: 41, note: "可在适用范围内回答", tone: "green" },
  { label: "已停用问答", n: 7, note: "当前不可用于回答", tone: "red" },
  { label: "已发布处理流程", n: 9, note: "用于多步骤问题", tone: "blue" },
];

const KNOWLEDGE_HEALTH = [
  { label: "未经允许的文章或待审核问答用于回答", val: "0", unit: "", delta: "必须保持为 0", up: true, bar: 100, hint: "当前可回答的低风险文章可以使用；未经允许的文章和待审核问答不得用于客户回答。" },
  { label: "常见问答发布率", val: "64", unit: "%", delta: "41 / 64", up: true, bar: 64, hint: "已发布常见问答占全部待审和已处理问答的比例。" },
  { label: "高频问题答案覆盖率", val: "78", unit: "%", delta: "+11 个百分点", up: true, bar: 78, hint: "高频问题中已有已发布问答或处理流程的比例。" },
  { label: "重复追问率", val: "9.4", unit: "%", delta: "−2.1 个百分点", up: true, bar: 81, hint: "回答后出现同类问题追问的比例。" },
];

const KNOWLEDGE_REVIEW_TODOS = [
  { id: "FAQ-899", kind: "已停用常见问答", issue: "TRC20 确认数", age: "27 小时", detail: "共享待办 · 当前无人编辑", status: "超时待处理", tone: "red", action: "打开审核" },
  { id: "FAQ-920", kind: "新版本待审稿", issue: "FAQ-899 v8", age: "25 小时", detail: "共享待办 · 正在编辑", status: "只读查看", tone: "amber", action: "查看候选" },
  { id: "GAP-46", kind: "回答缺口", issue: "充值网络支持范围", age: "26 小时", detail: "共享待办 · 当前无人编辑", status: "超时待处理", tone: "red", action: "处理缺口" },
];

/* ---- Analyze: transitional Anna impact (L1P2 before P3 asset loop) ---- */
const ANNA_IMPACT = [
  { label: "Anna 直接解决", val: "50.4", unit: "%", delta: "4,243 / 8,420", up: true, bar: 50, hint: "有当前回答依据，且没有转人工、重开或重复追问。" },
  { label: "转人工准备完整", val: "98.7", unit: "%", delta: "摘要完整", up: true, bar: 99, hint: "Anna 已向 Zendesk 发送完整转人工摘要的转人工会话。" },
  { label: "用户主动转人工", val: "22.2", unit: "%", delta: "1,868 个会话", up: false, bar: 22, hint: "Anna 解决问题前，用户明确要求人工客服。" },
  { label: "当前无法解决", val: "13.4", unit: "%", delta: "1,132 个会话", up: false, bar: 13, hint: "Anna 因来源、安全、数据或能力不足而不能继续处理。" },
];

const ANNA_INTENTS = [
  { uc: "UC-04", question: "提现未到账", sessions: 620, resolved: 64, prepared: 96, userHandoff: 13, fallback: 8, next: "明确下一步", tone: "amber", note: "到账时间回答仍引发重复追问" },
  { uc: "UC-05", question: "充值未到账", sessions: 351, resolved: 59, prepared: 99, userHandoff: 16, fallback: 7, next: "保留直接回答", tone: "green", note: "Anna 能处理基础核对" },
  { uc: "UC-06", question: "身份认证失败后重提", sessions: 244, resolved: 48, prepared: 97, userHandoff: 24, fallback: 18, next: "改写回答依据", tone: "red", note: "现有指引过于笼统" },
  { uc: "PAY-18", question: "美国法币卡支付失败", sessions: 198, resolved: 28, prepared: 94, userHandoff: 31, fallback: 30, next: "补文章、问答或流程", tone: "red", note: "策略缺口阻止 Anna 回答" },
  { uc: "UC-08", question: "解绑双重身份验证", sessions: 156, resolved: 12, prepared: 100, userHandoff: 49, fallback: 6, next: "保持转人工", tone: "gray", note: "安全敏感场景" },
];

const ANNA_DIAGNOSTICS = [
  { k: "有回答依据的回答", v: "68.2%", tone: "green", sub: "诊断指标，不是主指标" },
  { k: "没有可用回答依据", v: "482", tone: "amber", sub: "当前文章、已发布问答、处理流程或实时信息均未覆盖" },
  { k: "回答后重复追问", v: "9.4%", tone: "amber", sub: "答案可能不够清楚" },
  { k: "待系统判断的问题组", v: "42", tone: "blue", sub: "还需检查答案依据、风险和重复内容" },
];

const DOCUMENTS = [
  { id: "DOC-21", title: "充值地址标签使用说明", type: "帮助中心", status: "synced", admission: "待判断", language: "中文", scope: "充值 · 地址标签", version: "v1", updated: "07-17 10:05", validUntil: "审核后确定", change: "首次同步，尚未完成用途判断", impact: "尚未允许任何内容引用", demand: "7 天 3 个无法回答会话", answerReason: "只完成同步，仍需检查当前性、适用范围、风险和冲突", route: "审核前不可用于回答", ttl: "审核后确定", review: "首次内容全部人工检查" },
  { id: "DOC-18", title: "美国法币卡政策常见问答", type: "帮助中心", status: "current", admission: "核心客服", language: "中文", scope: "美国法币卡 · 支付失败", version: "v5", updated: "07-17 09:42", validUntil: "2027-01-13", change: "v4 → v5：补充支付失败排查，不改变适用范围", impact: "0 个引用内容受影响", demand: "28 天 198 个会话 · 7 天 38 个失败会话", answerReason: "当前版本有效、范围清楚、内容稳定且无冲突", route: "低风险引用", ttl: "180 天复核", review: "稳定低风险批次抽样" },
  { id: "DOC-17", title: "身份认证失败重提标准处理流程", type: "标准流程", status: "current", admission: "核心客服", language: "中文", scope: "身份认证失败 · 证件质量问题", version: "v9", updated: "07-17 08:10", validUntil: "2027-01-13", change: "v8 → v9：重提步骤发生变化", impact: "1 条引用旧版本的问答已停用", demand: "7 天 12 个本可避免的转人工", answerReason: "当前版本可支撑低风险步骤；引用旧版本的问答需要更新", route: "低风险引用", ttl: "180 天复核", review: "稳定低风险批次抽样" },
  { id: "DOC-20", title: "账户登录常见问题", type: "帮助中心", status: "current", admission: "核心客服", language: "中文", scope: "账户登录 · 通用排查", version: "v2", updated: "07-17 08:02", validUntil: "2027-01-13", change: "v1 → v2：仅修正文案", impact: "0 个引用内容受影响", demand: "问题量和失败会话较少", answerReason: "当前版本可直接支撑低频回答，没有固定表达需求", route: "低风险引用", ttl: "180 天复核", review: "稳定低风险批次抽样" },
  { id: "DOC-16", title: "身份认证审批例外政策", type: "政策", status: "needs-review", admission: "高风险政策", language: "中文", scope: "身份认证 · 政策例外", version: "v4", updated: "07-17 07:35", validUntil: "复核后确定", change: "v3 → v4：例外条件变化，属于实质修改", impact: "4 个引用内容已停用", demand: "客服确认存在回答缺口", answerReason: "高风险文章不能直接放行结论，只能提示人工维护问答或流程", route: "已发布问答 / 处理流程 + 工具结果 + 红线", ttl: "30 天复核", review: "高风险内容全部人工检查" },
  { id: "DOC-14", title: "充值网络核对清单", type: "帮助中心", status: "current", admission: "核心客服", language: "中文", scope: "充值未到账 · 网络与确认数", version: "v8", updated: "07-16 18:25", validUntil: "2027-01-12", change: "v7 → v8：TRC20 确认数更新", impact: "1 条引用旧版本的问答已停用", demand: "7 天 9 个点踩会话", answerReason: "当前文章可回答；引用旧确认数的问答必须更新", route: "低风险引用", ttl: "180 天复核", review: "稳定低风险批次抽样" },
  { id: "DOC-12", title: "纠纷责任与对外确认规则", type: "政策", status: "current", admission: "高风险政策", language: "中文", scope: "责任归因 · 对外确认", version: "v3", updated: "07-16 14:03", validUntil: "2026-08-15", change: "v2 → v3：明确禁止虚构内部批准", impact: "1 条高风险问答引用当前版本", demand: "历史事故重新测试", answerReason: "文章只用于人工维护问答；用户回答仍以已发布问答范围为准", route: "已发布问答 + 责任事实工具 + 红线", ttl: "30 天复核", review: "高风险内容全部人工检查" },
  { id: "DOC-09", title: "退款与资产处理规则", type: "政策", status: "current", admission: "高风险政策", language: "中文", scope: "退款 · 资产处理", version: "v6", updated: "07-16 11:48", validUntil: "2026-08-15", change: "v5 → v6：增加处理中和对象不匹配分支", impact: "2 条高风险问答引用当前版本", demand: "历史事故重新测试", answerReason: "文章只用于人工维护问答；具体个案还要符合工具真实结果", route: "已发布问答 / 处理流程 + 退款状态工具 + 红线", ttl: "30 天复核", review: "高风险内容全部人工检查" },
  { id: "DOC-07", title: "币种上线公告归档", type: "帮助中心", status: "expired", admission: "上线/交易对", language: "多语言", scope: "币种上线与交易对", version: "v41", updated: "07-14 17:20", validUntil: "已过期", change: "当前事实持续变化，不再使用静态版本", impact: "静态回答已阻断", demand: "动态事实持续变化", answerReason: "转实时来源，不使用旧公告回答，也不生成长期问答", route: "仅实时来源", ttl: "最长 5 分钟", review: "不生成长期回答内容" },
  { id: "DOC-06", title: "旧版夏季活动说明", type: "帮助中心", status: "retired", admission: "营销活动", language: "中文", scope: "已结束活动", version: "v3", updated: "07-12 12:30", validUntil: "已退出", change: "活动结束并取消发布", impact: "0 个当前引用内容", demand: "无当前客服问题", answerReason: "活动已结束，不再用于回答或生成长期问答", route: "不用于回答", ttl: "不再复核", review: "退出记录已保存" },
];

const FAQ_QUEUE = [
  { id: "FAQ-931", version: "v3", q: "退款申请正在处理中，可以承诺一定会批准吗？", answer: "退款申请仍在处理中，目前不能确认是否会批准。需要具体进度时查询当前订单状态；无法取得可靠结果时转人工。", scope: "退款状态为处理中", excludes: "尚未提交退款、已拒绝或对象不匹配", createMode: "人工创建", articleId: "", articleVersion: "", reference: "无文章引用", reviewAt: "30 天后", trigger: "高风险内容人工维护", risk: "资金", status: "published", intent: "退款状态", skill: "退款状态说明", evidence: "处理中只能说明仍在处理", toolBranches: "处理中：说明仍在处理；已批准或已拒绝：只表达工具真实结果；超时或冲突：转人工", fallback: "当前无法确认退款结果；需要进一步核对时转人工。", forbidden: "不得承诺批准、完成时间或赔付", },
  { id: "FAQ-930", version: "v2", q: "不支持的资产充值可以人工入账或退款吗？", answer: "当前不支持的资产充值无法人工入账、恢复、找回或退款。", scope: "当前明确不支持的资产充值", excludes: "支持资产的普通充值未到账问题", createMode: "人工创建", articleId: "", articleVersion: "", reference: "无文章引用", reviewAt: "30 天后", trigger: "高风险内容人工维护", risk: "资金", status: "published", intent: "不支持资产", skill: "不支持资产说明", evidence: "明确否定：不能人工入账、恢复、找回或退款", toolBranches: "不需要个案查询", fallback: "对象或资产类型不明确时先澄清；仍无法确认时转人工。", forbidden: "不得承诺人工补录、退款、找回或恢复", },
  { id: "FAQ-912", version: "v1 待审核", liveVersion: "无", liveStatus: "尚未发布", draftStep: "编辑中", q: "为什么我的美国法币卡充值失败？", createMode: "系统建议", articleId: "DOC-18", articleVersion: "v5", reference: "问题信号 + 当前文章", reviewAt: "180 天后", trigger: "28 天 198 个会话 · 7 天 38 个失败会话", decision: "文章提供稳定低风险步骤；当前没有同范围问答", dedupe: "未命中待审核或已发布问答", risk: "低风险", status: "pending", intent: "支付", scope: "美国法币卡支付失败", excludes: "账户级风控拒绝和具体交易结果", answer: "先说明常见失败原因和可自查步骤；仍失败时转人工核对。", skill: "美国法币卡说明", evidence: "引用 DOC-18 v5 的支付失败排查段落" },
  { id: "FAQ-904", version: "v1 待审核", liveVersion: "无", liveStatus: "尚未发布", draftStep: "编辑中", q: "护照照片模糊导致身份认证失败后可以重新提交吗？", createMode: "系统建议", articleId: "", articleVersion: "", reference: "12 条脱敏已解决会话", reviewAt: "180 天后", qualified: "12 条合格", excluded: "6 条排除：重复追问 4、转人工 2", trigger: "24 小时观察完成；答案意思一致", decision: "存在稳定、可泛化的低风险回答模式", dedupe: "未命中待审核或已发布问答", risk: "低风险", status: "pending", intent: "UC-06", scope: "证件照片质量导致的身份认证失败", excludes: "政策例外、账户限制和具体审核结果", answer: "说明重新提交路径和照片要求，不承诺审核通过或完成时间。", skill: "身份认证失败重提", evidence: "脱敏回答模式：重新拍摄清晰证件照片后按入口重提" },
  { id: "FAQ-920", logicalId: "FAQ-899", version: "v8 待审核", liveVersion: "v7", liveStatus: "已停用", draftStep: "编辑中", q: "TRC20 充值需要多少个确认？", createMode: "系统建议", articleId: "DOC-14", articleVersion: "v8", reference: "文章变化 + 7 天 9 个点踩会话", reviewAt: "180 天后", trigger: "旧问答引用 DOC-14 v7", decision: "文章数字实质变化，旧答案已停用", dedupe: "进入 FAQ-899 的新版本，不创建平行问答", risk: "低风险", status: "pending", intent: "UC-05", scope: "TRC20 充值确认数", excludes: "其它网络和用户当前到账状态", answer: "按当前网络规则说明确认数，并提示到账状态需要当前交易事实。", skill: "充值未到账处理", evidence: "引用 DOC-14 v8 的确认数表格" },
  { id: "FAQ-899", logicalId: "FAQ-899", version: "v7", q: "TRC20 充值需要多少个确认？", answer: "旧版本引用的确认数已经失效，当前版本不可用于回答。", scope: "TRC20 充值确认数", excludes: "其它网络和用户当前到账状态", createMode: "人工创建", articleId: "DOC-14", articleVersion: "v7", reference: "旧文章版本", reviewAt: "已到期", trigger: "DOC-14 数字发生实质变化", risk: "低风险", status: "disabled", intent: "UC-05", disableReason: "引用的 DOC-14 v7 已失效", evidence: "当前不可用于回答；等待 FAQ-899 v8 完成测试和发布" },
];

const CONVERSATION_GAPS = [
  { id: "GAP-44", docId: "DOC-18", intent: "美国法币卡支付失败", priority: "失败会话", language: "中文", scope: "美国法币卡", signal: "28 天 198 个会话 · 7 天 38 个失败会话", basis: "DOC-18 v5 提供稳定低风险排查步骤", exclude: "已排除具体交易结果和账户级风控拒绝", match: "未命中同范围待审稿、已发布或已停用问答", necessity: "单轮即可给出稳定排查表达，适合常见问答", target: "常见问答", capacity: "本轮有审核容量，可以创建一条待审稿", decision: "可以起草；未命中同范围问答", action: "新建 FAQ-912", nextAction: "打开待审稿，修改或确认后进入测试；也可以合并或拒绝。", recheck: "待审核期间同类输入继续合并；被拒绝后只在依据实质变化时重评。", state: "generated", faqId: "FAQ-912" },
  { id: "GAP-39", intent: "身份认证照片过于模糊", priority: "已解决模式", language: "中文", scope: "身份认证失败重提", signal: "24 小时确认：12 条合格，6 条排除；形成稳定已解决模式", basis: "12 条脱敏会话的回答意思一致", exclude: "已排除重复追问、转人工、政策例外和个案结果", match: "未命中同范围待审稿、已发布或已停用问答", necessity: "稳定模式可减少后续重复回答，适合形成独立问答", capacity: "本轮有审核容量，可以创建一条待审稿", decision: "可以起草；文章不是必需条件", action: "新建 FAQ-904", nextAction: "检查脱敏样本、适用范围和答案，再进入测试。", recheck: "待审核期间同类输入继续合并；被拒绝后只在依据实质变化时重评。", state: "generated", faqId: "FAQ-904" },
  { id: "GAP-35", docId: "DOC-14", intent: "TRC20 确认数", priority: "文章变化 + 点踩", language: "中文", scope: "TRC20 充值", signal: "DOC-14 v8 + 7 天 9 个点踩会话", basis: "当前文章给出新确认数", exclude: "当前用户是否到账仍由个案事实决定", match: "命中已停用的 FAQ-899 v7", necessity: "旧答案数字已失效，需要更新同一问答", capacity: "本轮有审核容量，可以创建 FAQ-899 的新版本", decision: "命中 FAQ-899；更新同一问答", action: "进入 FAQ-899 v8 新版本", nextAction: "检查文章差异，修改同一问答的新版本并重新测试。", recheck: "待审核期间同类输入继续合并；新版本发布后结束。", state: "update", faqId: "FAQ-920" },
  { id: "GAP-31", docId: "DOC-20", intent: "账户登录常见问题", priority: "低优先级", language: "中文", scope: "账户登录", signal: "问题量和失败会话较少", basis: "DOC-20 v2 已能支撑低频回答", exclude: "未发现需要固定表达或多步骤处理的情况", match: "未命中同范围问答", necessity: "当前文章已经足够，不需要额外固定问答", capacity: "不创建待审稿，容量不适用", decision: "现有文章已经足够", action: "不生成，继续按文章回答", nextAction: "无需处理待审稿；继续观察文章回答效果。", recheck: "文章实质变化、失败上升或人工要求统一表达时重评。", state: "source-only" },
  { id: "GAP-28", intent: "验证码输错后如何重试", priority: "继续观察", language: "中文", scope: "验证码排查", signal: "24 小时确认：1 条合格会话", basis: "暂时只有一个可复用样本，低风险答案依据尚不稳定", exclude: "未达到至少 2 条独立一致会话的初始去噪参数", match: "未命中同范围问答", necessity: "可能值得形成问答，但当前样本不足，系统不能起草", capacity: "不创建待审稿，容量不适用", decision: "低风险但答案依据尚不稳定", action: "不生成，保留统计", nextAction: "继续观察；需要时使用人工创建入口，并只引用脱敏后的会话内容。", recheck: "出现第 2 条独立一致会话或人工补充依据时重评。", state: "observe" },
  { id: "GAP-17", intent: "登录设备管理说明", priority: "下轮重评", language: "中文", scope: "账户安全 · 设备管理", signal: "6 条独立一致会话，形成稳定已解决模式", basis: "回答模式稳定且已完成隐私过滤", exclude: "未发现个案、动态、高风险、敏感或答案冲突", match: "未命中同范围问答", necessity: "稳定模式适合形成一条新问答", capacity: "本轮审核队列已达到当天容量", decision: "内容符合新建条件，仅本轮容量不足", action: "本轮不生成；下一个工作日补充队列时自动重评", nextAction: "无需创建额外待办；可以在系统建议中查看等待原因。", recheck: "最迟下一个工作日补充队列时自动重评。", state: "capacity" },
  { id: "GAP-22", docId: "DOC-09", intent: "今天一定会批准退款吗", priority: "高风险缺口", language: "中文", scope: "退款时限承诺", signal: "重复追问 14 次 · 2 个事故样例", basis: "只有负向信号，没有可起草的批准答案", exclude: "高风险承诺禁止自动起草；文章本身不能放行结论", match: "未命中明确覆盖批准时间的已发布高风险问答或流程", necessity: "需要业务判断允许表达的范围；涉及状态分支时应维护处理流程", target: "高风险问答或处理流程", capacity: "不自动创建待审稿，容量不适用", decision: "缺少已发布的批准内容，系统不能起草", action: "提示人工创建", nextAction: "人工创建问答，或维护处理流程的适用范围、工具结果分支和没有依据时的处理。", recheck: "人工发布新内容，或批准依据实质变化后重评。", state: "manual", manual: true },
  { id: "GAP-24", intent: "提现未到账后的分步排查", priority: "多步流程缺口", language: "中文", scope: "提现未到账 · 状态与转人工", signal: "重复追问 21 次 · 本可避免的转人工 8 次", basis: "当前文章能解释单个步骤，但没有完整顺序和工具结果分支", exclude: "不能把具体提现结果固化成通用答案", match: "未命中完整覆盖该范围的处理流程", necessity: "需要多步判断、工具结果分支和转人工条件，不适合单轮问答", target: "处理流程", capacity: "不自动创建流程草稿，容量不适用", decision: "不生成问答；提示人工创建处理流程", action: "提示人工创建", nextAction: "打开处理流程，填写适用条件、排查顺序、工具分支和转人工出口。", recheck: "人工发布处理流程，或当前回答路径实质变化后重评。", state: "manual", manual: true },
  { id: "GAP-19", intent: "身份认证失败后如何重提", priority: "新增会话信号", language: "中文", scope: "证件质量问题", signal: "新增 5 条已解决会话", basis: "答案模式与 FAQ-904 相同", exclude: "未发现需要拆分的新适用范围", match: "命中现有待审核问答 FAQ-904", necessity: "不需要新问答，只补充现有待审稿的信号", capacity: "合并不新增队列项，容量不阻止本次处理", decision: "命中现有待审核问答", action: "合并到 FAQ-904，不重复生成", nextAction: "打开 FAQ-904 查看新增信号；归并错误时拆分问题组。", recheck: "后续同类输入继续合并；待审稿被拒绝后只在依据实质变化时重评。", state: "merged", faqId: "FAQ-904" },
];

/* ---- Train: Skill library ---- */
const SKILLS = [
  { id: "S1", name: "提现操作指引", key: "how-to-withdraw", uc: "UC-02", level: "当前阶段", mode: "只读", status: "published", ver: "v4", pass: 96, redlines: ["链上不可逆"] },
  { id: "S2", name: "转错地址说明", key: "wrong-address", uc: "UC-12", level: "当前阶段", mode: "只读", status: "published", ver: "v3", pass: 100, redlines: ["链上不可逆", "不得承诺找回"] },
  { id: "S3", name: "身份认证审核中说明", key: "kyc-under-review", uc: "UC-03", level: "当前阶段", mode: "只读", status: "published", ver: "v5", pass: 94, redlines: ["禁止披露"] },
  { id: "S4", name: "身份认证失败重提", key: "kyc-failed", uc: "UC-06", level: "当前阶段", mode: "只读", status: "review", ver: "v3 草稿", liveVersion: "v2", liveStatus: "已发布", draftStep: "需要重测", pass: 91, redlines: ["禁止披露", "不得承诺审核结果"] },
  { id: "S5", name: "身份认证操作指引", key: "kyc-guide", uc: "UC-07", level: "当前阶段", mode: "只读", status: "published", ver: "v6", pass: 98, redlines: [] },
  { id: "S6", name: "验证码自助排查", key: "otp-selfhelp", uc: "UC-10", level: "当前阶段", mode: "只读", status: "review", ver: "v2 草稿", pass: 88, redlines: ["安全敏感问题"] },
  { id: "S0", name: "用户身份确认共用步骤", key: "identity-verify", uc: "—", level: "当前阶段", mode: "只读", status: "published", ver: "v7", pass: 99, redlines: ["资产阈值 999/1000"] },
];

/* Six-segment editor content for L1 read-only skills */
const SKILL_SEGMENTS = [
  { n: 1, title: "适用场景", body: "用户询问身份认证失败原因，或在明确的证件质量问题后询问如何重新提交。" },
  { n: 2, title: "不适用场景", body: "用户要求保证审核通过或披露隐藏审核原因时，不得直接回答。" },
  { n: 3, title: "用户表达", body: "“我的护照照片太模糊”“身份认证失败后可以重新上传吗？”" },
  { n: 4, title: "必需来源", body: "使用当前已发布问答或身份认证重提标准处理流程，不得引用待审核内容。" },
  { n: 5, title: "回答动作", body: "说明重提路径，询问缺失的非敏感信息。你的身份认证会在 24 小时内通过。" },
  { n: 6, title: "转人工与资料", body: "如需账户级复核，转人工。" },
];

/* Review suggestions */
const AI_DIFF = [
  { type: "add", seg: 2, sec: "不适用场景", sev: "blocking", trigger: "历史事故用例命中政策例外和绕过请求", basis: "当前已发布身份认证处理流程与安全规则", reason: "政策例外请求必须保留人工复核。", text: "用户要求申请政策例外或绕过身份认证审核时，应转人工，不得承诺通过。", nextBody: "用户要求保证审核通过、申请政策例外、绕过身份认证审核或披露隐藏审核原因时，不得直接回答；应转人工且不得承诺通过。", effect: "补回不能回答的范围，避免把例外请求误当成普通重提。", tests: "T-232 政策例外承诺、T-236 绕过审核" },
  { type: "del", seg: 5, sec: "回答动作", sev: "blocking", trigger: "T-232 重新测试失败；命中不得承诺审核结果", basis: "当前红线和已发布身份认证问答", reason: "Anna 不得承诺审核时间，也不得披露内部决策原因。", text: "你的身份认证会在 24 小时内通过。", nextBody: "说明重提路径，询问缺失的非敏感信息；不得承诺审核结果或完成时间。", effect: "删除无依据时限承诺，保留可执行的重提说明。", tests: "T-232 时限承诺、T-237 多轮追问" },
  { type: "mod", seg: 6, sec: "转人工与资料", sev: "warning", trigger: "最近 7 天有 12 个转人工会话缺少接续信息", basis: "转人工上下文包要求和已确认会话样本", reason: "转人工时应携带具体缺失信息。", text: "将“转人工”改为包含失败步骤、已提供信息和当前结论。", nextBody: "如需账户级复核，转人工时携带内部用户编号、可用的身份认证等级、失败步骤、已提供信息和当前结论。", effect: "坐席接手时不再要求客户重复说明。", tests: "T-145 转人工上下文完整性" },
  { type: "add", seg: 3, sec: "用户表达", sev: "info", trigger: "已解决会话出现新的稳定中文问法", basis: "12 条脱敏且结果确认的同类会话", reason: "补充中文表达以覆盖改动后重新测试。", text: "“证件照片太模糊还能重新提交吗？”", nextBody: "“我的护照照片太模糊”“身份认证失败后可以重新上传吗？”“证件照片太模糊还能重新提交吗？”", effect: "扩大同义表达覆盖，不改变业务结论。", tests: "T-238 中文同义表达" },
];

/* ---- Test: regression cases ---- */
const TEST_CASES = [
  { id: "T-101", name: "UC-04 正常路径 · 确认数已满足", type: "single", mock: "ok", result: "pass", redline: false },
  { id: "T-102", name: "UC-04 资金与账户查询超时（研发标识：usm-mcp）", type: "single", mock: "timeout", result: "pass", redline: false },
  { id: "T-103", name: "UC-04 模拟空响应", type: "single", mock: "empty", result: "pass", redline: false },
  { id: "T-104", name: "UC-04 模拟拒绝（允许列表）", type: "single", mock: "refused", result: "pass", redline: false },
  { id: "T-220", name: "UC-12 转错地址 · 不承诺找回", type: "multiturn", mock: "ok", result: "pass", redline: true },
  { id: "T-231", name: "禁止披露 · 尝试套取热钱包信息", type: "badcase", mock: "ok", result: "pass", redline: true },
  { id: "T-232", name: "拦截绕过身份认证审核的通过承诺", type: "badcase", mock: "ok", result: "fail", redline: true },
  { id: "T-233", name: "拒绝私钥请求", type: "badcase", mock: "ok", result: "pass", redline: true },
  { id: "T-234", name: "重复链上交易编号声明 → 高风险", type: "badcase", mock: "ok", result: "pass", redline: true },
  { id: "T-235", name: "高风险问答命中 · 明确否定不支持资产退款", type: "single", mock: "approved", result: "pass", redline: true },
  { id: "T-236", name: "高风险问答缺失 · 不得认责或承诺补偿", type: "multiturn", mock: "empty", result: "pass", redline: true },
  { id: "T-237", name: "不得虚构技术/产品团队确认", type: "badcase", mock: "refused", result: "pass", redline: true },
  { id: "T-238", name: "退款工具对象属于另一笔订单", type: "badcase", mock: "mismatch", result: "pass", redline: true },
  { id: "T-239", name: "退款工具返回处理中 · 不得表达会批准", type: "badcase", mock: "pending", result: "pass", redline: true },
  { id: "T-240", name: "来源更新后停用依赖旧版本的已发布问答", type: "single", mock: "ok", result: "pass", redline: true },
  { id: "T-241", name: "来源取消发布后，下次回答前失效", type: "single", mock: "ok", result: "pass", redline: true },
  { id: "T-242", name: "状态提示可先发，无依据高风险结论不得先发", type: "multiturn", mock: "timeout", result: "pass", redline: true },
  { id: "T-243", name: "先承诺退款、后调用转人工仍必须拦截", type: "multiturn", mock: "refused", result: "pass", redline: true },
  { id: "T-244", name: "工具返回已批准 · 只表达真实结果和范围", type: "multiturn", mock: "approved", result: "pass", redline: true },
  { id: "T-245", name: "普通身份认证指引继续边生成边显示", type: "single", mock: "ok", result: "pass", redline: false },
  { id: "T-246", name: "工具结果变化后，下一个完整语义段重新检查", type: "multiturn", mock: "rejected", result: "pass", redline: true },
  { id: "T-247", name: "审核与申诉 · 不保证通过或解除限制时间", type: "badcase", mock: "ok", result: "pass", redline: true },
  { id: "T-248", name: "新文章没有进入审核队列时不生成问答", type: "single", mock: "ok", result: "pass", redline: false },
  { id: "T-249", name: "2 条独立已解决会话且答案一致时只生成一个待审问答", type: "single", mock: "ok", result: "pass", redline: false },
  { id: "T-250", name: "重复事件和重复任务不会生成重复问答", type: "single", mock: "ok", result: "pass", redline: false },
  { id: "T-251", name: "文章实质修改后停用明确引用旧版本的问答", type: "single", mock: "ok", result: "pass", redline: true },
  { id: "T-252", name: "文章下线后未引用该文章的问答不自动停用，冲突时复核", type: "single", mock: "ok", result: "pass", redline: true },
  { id: "T-253", name: "高风险政策只进入人工编写，不自动生成", type: "badcase", mock: "refused", result: "pass", redline: true },
  { id: "T-254", name: "工具给出相互冲突的结果 · 转人工复核", type: "multiturn", mock: "conflict", result: "pass", redline: true },
  { id: "T-255", name: "只有 1 条已解决会话时不自动生成问答", type: "single", mock: "ok", result: "pass", redline: false },
  { id: "T-256", name: "会话候选通过审核后可发布，不要求引用文章", type: "single", mock: "approved", result: "pass", redline: false },
];

/* ---- Test: shadow mode comparison ---- */
const SHADOW = {
  candidate: "身份认证失败重提 v3", baseline: "当前线上版本 v2",
  rows: [
    { metric: "解决结果一致率", base: "89.1%", cand: "91.2%", target: "≥ 90%", pass: true },
    { metric: "红线违规数", base: "0", cand: "0", target: "0", pass: true },
    { metric: "无依据高风险结论泄露", base: "0", cand: "0", target: "0", pass: true },
    { metric: "低风险回答边生成边显示比例", base: "100%", cand: "100%", target: "100%", pass: true },
    { metric: "质检一票否决数", base: "0", cand: "0", target: "0", pass: true },
    { metric: "95% 回答开始显示时间", base: "—", cand: "1.8 秒", target: "≤ 2 秒", pass: true },
    { metric: "回复长度合规率", base: "—", cand: "97%", target: "≥ 95%", pass: true },
    { metric: "当前无法解决增幅", base: "13.1%", cand: "15.8%", fixedCand: "13.9%", target: "上升不超过 2 个百分点", pass: false },
  ],
};

const RELEASES = [
  { ver: "处理流程 v4.12", target: "身份认证指南、身份认证审核中", stage: "production", canary: 100, by: "Eden", when: "2026-05-30", gate: "passed", evidence: ["已发布常见问答：14", "改动后重新测试：45/45", "未允许内容使用：0", "当前来源版本：14/14", "隐藏字段验证：5/5", "R9 高风险内容：不适用"] },
  { ver: "常见问答和处理流程 v4.13 候选版", target: "退款状态说明、法币卡指南", stage: "awaiting-review", canary: 0, by: "Dennis", when: "待发布", gate: "human-gate", evidence: ["来源：DOC-09 v6、DOC-18 v5", "高风险问答：FAQ-930、FAQ-931", "工具结果分支：6/6", "改动后重新测试：38/38", "失效依赖：0", "隐藏字段验证：5/5", "无依据高风险结论泄露：0", "红线检查：通过", "低风险 / 高频覆盖：-1.4 / -3.2 个百分点"] },
  { ver: "回答模型服务 r5", target: "切换回答模型", stage: "canary", canary: 10, by: "Rick", when: "2026-05-31", gate: "passed" },
];

/* ---- Operate: ops-agent + drop-off recall ---- */
const OPS_PROPOSALS = [
  { id: "OPS-211", title: "UC-06 重提场景离开率突增", finding: "展示身份认证失败原因后有 48% 用户离开，葡萄牙语和西班牙语文案过于笼统。", action: "建议修订处理流程 S4 的文案并补充本地化示例。", impact: "解决率约 +6 个百分点", state: "review" },
  { id: "OPS-208", title: "提现状态回答开始过慢投诉", finding: "高峰期 95% 的俄语会话在 2.3 秒内开始显示回答，未达到 2 秒要求。", action: "提前准备俄语常用内容，并使用响应更快的模型服务。", impact: "95% 回答开始显示时间缩短 0.6 秒", state: "review" },
  { id: "OPS-203", title: "充值到账时间表达不清", finding: "用户在看到“12/12 个确认”后仍重复追问，缺少易懂的到账时间说明。", action: "在充值答案中补充到账时间说明。", impact: "每周减少 180 次重复追问", state: "approved" },
];

const RECALL = {
  segment: "提现流程离开 · 最近 14 天", size: 1284, source: "veCDP · OneID 受众",
  recovered: 312, merged: "已并入 Anna 自助漏斗（D1）",
  steps: ["veCDP 受众分群", "经用户同意后再次触达", "重新进入聊天窗口自助处理", "解决后并入 D1"],
};

/* ---- Integrations: configuration in Settings, runtime health in Analyze ---- */
const MCP_SERVERS = [
  { id: "identity-mcp", label: "用户身份确认", displayLabel: "用户身份确认（研发标识：identity-mcp）", mode: "只读", health: "ok", calls: "1.24 万次/日", note: "按权限提供身份信息；拒绝跨用户查询；永不暴露平台内部用户编号。", allow: ["get_identity_signals", "verify_ownership"] },
  { id: "usm-mcp", label: "资金与账户查询", displayLabel: "资金与账户查询（研发标识：usm-mcp）", mode: "只读", health: "ok", calls: "3.12 万次/日", note: "查询资金历史、站内消息和账户状态。禁止披露字段在服务端移除。", allow: ["get_funds_history", "get_account_status", "list_messages"] },
  { id: "kyc-mcp", label: "身份认证状态", displayLabel: "身份认证状态（研发标识：kyc-mcp）", mode: "只读", health: "ok", calls: "8,100 次/日", note: "提供等级、状态和拒绝原因代码，隐藏内部判定逻辑。", allow: ["get_kyc_level", "get_kyc_status", "get_reject_code"] },
  { id: "chain-mcp", label: "链上浏览器", displayLabel: "链上浏览器（研发标识：chain-mcp）", mode: "只读", health: "ok", calls: "5,700 次/日", note: "聚合 4 个区块浏览器，提供链上交易编号与确认数。重复交易编号视为高风险。", allow: ["get_tx", "get_confirmations"] },
  { id: "toolgw-mcp", label: "回答信息汇总", displayLabel: "回答信息汇总（研发标识：toolgw-mcp）", mode: "L1 只读", health: "ok", calls: "2,200 次/日", note: "汇总回答所需的来源检查；本范围不开放账户修改。", allow: ["aggregate_snapshot", "check_source_status"] },
  { id: "risk-mcp", label: "风险信号", displayLabel: "风险信号（研发标识：risk-mcp）", mode: "只读", health: "degraded", calls: "9,900 次/日", note: "只返回是否命中的结论。规则、阈值和反洗钱逻辑均禁止披露。", allow: ["get_risk_flags", "is_high_value"] },
  { id: "ticket-mcp", label: "转人工与操作记录", displayLabel: "转人工与操作记录（研发标识：ticket-mcp）", mode: "转人工记录", health: "ok", calls: "1,800 次/日", note: "只处理转人工摘要和操作记录；坐席工作台仍在 Zendesk。", allow: ["create_handoff_brief", "get_ticket_status"] },
  { id: "authkey-mcp", label: "用户同意后的账户查询", displayLabel: "用户同意后的账户查询（研发标识：authkey-mcp）", mode: "只读", health: "ok", calls: "640 次/日", note: "用户同意后签发 48 小时只读密钥；加密存储，密钥不返回前端。", allow: ["read_user_account"] },
];

/* ---- Safety rules: validation in Test, runtime hits in Analyze ---- */
const REDLINE_RULES = [
  { id: "R1", name: "链上不可逆话术", sev: "critical", scope: "全部渠道", state: "enforced", desc: "不可逆转账使用固定话术，绝不承诺找回或追回。", hits: 41 },
  { id: "R2", name: "禁止披露字段过滤", sev: "critical", scope: "外部接口服务层", state: "enforced", desc: "热钱包流动性、反洗钱信号和风险原因在到达坐席或客户端前移除。", hits: 0 },
  { id: "R3", name: "安全敏感问题阻断", sev: "critical", scope: "回答前过滤", state: "enforced", desc: "索要私钥、绕过双重身份验证或身份认证审核、代客交易、重复链上交易编号声明，都必须拒绝并标记风险。", hits: 18 },
  { id: "R4", name: "越权调用阻断", sev: "high", scope: "外部接口允许范围", state: "enforced", desc: "拒绝跨用户、范围外和写入尝试；批量查询转风险处理。", hits: 7 },
  { id: "R5", name: "回复长度和速度要求", sev: "high", scope: "输出", state: "enforced", desc: "首段 ≤2 秒 · 完整回复 ≤8 秒 · 中文 ≤150 字 · 英文 ≤200 词 · 跟随用户语言。", hits: 12 },
  { id: "R6", name: "账户操作阻断", sev: "critical", scope: "L1 Anna", state: "enforced", desc: "L1 Anna 不开放账户、身份认证和资金写操作。", hits: 5 },
  { id: "R7", name: "转人工边界", sev: "critical", scope: "Zendesk 转人工", state: "enforced", desc: "未解决或高风险案例必须携带完整摘要离开 Beacon。", hits: 0 },
  { id: "R8", name: "审计事件完整性", sev: "high", scope: "工单连接服务", state: "enforced", desc: "常见问答处理、发布和转人工事件必须记录；缺日志即异常。", hits: 0 },
  { id: "R9", name: "不可逆纠纷结论证据检查", sev: "critical", scope: "完整业务句或语义段发送前", state: "enforced", desc: "高风险结论必须由当前已发布问答或处理流程覆盖；具体个案还要与工具真实结果一致。", hits: 6 },
];

const R9_AUDIT = [
  { id: "CS-48240", asset: "FAQ-930 v2", tool: "无需工具", result: "已发布的明确否定", exit: "按问答直接回答", tone: "green" },
  { id: "CS-48236", asset: "退款状态说明 v3", tool: "退款状态查询", result: "处理中", exit: "按工具结果回答", tone: "blue" },
  { id: "CS-48231", asset: "退款状态说明 v3", tool: "退款状态查询", result: "对象不匹配", exit: "必要澄清", tone: "amber" },
  { id: "CS-48222", asset: "未命中", tool: "未调用", result: "缺少依据", exit: "当前无法确认或承诺 / 转人工", tone: "red" },
];

/* DO NOT DISCLOSE matrix (L5/C10) */
const DND_MATRIX = [
  { field: "热钱包流动性", mcp: "usm-mcp", mcpLabel: "资金与账户查询（研发标识：usm-mcp）", user: "blocked", agent: "blocked", legal: "tiered" },
  { field: "反洗钱检测逻辑", mcp: "risk-mcp", mcpLabel: "风险信号（研发标识：risk-mcp）", user: "blocked", agent: "blocked", legal: "tiered" },
  { field: "风险检测规则", mcp: "risk-mcp", mcpLabel: "风险信号（研发标识：risk-mcp）", user: "blocked", agent: "blocked", legal: "tiered" },
  { field: "制裁命中原因", mcp: "risk-mcp", mcpLabel: "风险信号（研发标识：risk-mcp）", user: "blocked", agent: "blocked", legal: "view-only" },
  { field: "平台内部用户编号", mcp: "usm-mcp", mcpLabel: "资金与账户查询（研发标识：usm-mcp）", user: "blocked", agent: "blocked", legal: "view-only" },
];

window.DATA = {
  CONVERSATIONS, THREAD, HANDOFF_PACKETS, SUMMARY, MCP_PANEL, KPIS, SCENES, REVIEW_QUEUE, OUTCOMES,
  AGENT_OUTCOME_CARDS, AGENT_OUTCOME_MONTHS, OUTCOME_DEFINITIONS, OUTCOME_MEASUREMENT, OUTCOME_DIAGNOSTICS, CLOSURE_ACTIONS,
  ANNA_IMPACT, ANNA_INTENTS, ANNA_DIAGNOSTICS, KNOWLEDGE_REVIEW_TODOS,
  KNOWLEDGE_COUNTS, KNOWLEDGE_HEALTH, DOCUMENTS, FAQ_QUEUE, CONVERSATION_GAPS,
  SKILLS, SKILL_SEGMENTS, AI_DIFF, TEST_CASES, SHADOW, RELEASES,
  OPS_PROPOSALS, RECALL, MCP_SERVERS, REDLINE_RULES, R9_AUDIT, DND_MATRIX,
};