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

/* ---- 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] },
];

/* ---- 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: "答案能追溯到当前来源、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: "没有当前来源、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: "当前来源、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来源、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: "L1 不启用", d: "没有用户确认、转人工或后续结果时，静默离开不计为已解决。" },
];

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: "已发布问答", n: 12746, note: "可在适用范围内回答", tone: "green" },
  { label: "待审核问答", n: 23, note: "人工创建或系统建议", tone: "amber" },
  { label: "已停用问答", n: 77, 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" },
  { label: "可用于低风险回答的来源", n: 18640, note: "原始内容当前有效且用途已判断", tone: "green" },
];

const KNOWLEDGE_HEALTH = [
  { label: "未允许来源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来源可以使用；未判断来源和待审核问答不得用于客户回答。" },
  { label: "常见问答发布率", val: "99.2", unit: "%", delta: "12,746 / 12,846", up: true, bar: 99, hint: "已发布常见问答占当前问答库的比例。" },
  { 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: "待处理队列 · 当前无人编辑", status: "超时待处理", tone: "red", action: "打开问答", target: { tab: "review", pane: "library", faqId: "FAQ-899" } },
  { id: "FAQ-920", kind: "新版本待审稿", issue: "FAQ-899 v8", age: "25 小时", detail: "待处理队列 · 正在编辑", status: "只读查看", tone: "amber", action: "查看待审稿", target: { tab: "review", pane: "library", faqId: "FAQ-920", viewOnly: true } },
  { id: "GAP-24", kind: "回答缺口", issue: "提现未到账后的分步排查", age: "26 小时", detail: "待处理队列 · 当前无人编辑", status: "超时待处理", tone: "red", action: "查看系统建议", target: { tab: "review", pane: "suggestions", gapId: "GAP-24" } },
  { id: "DOC-07", kind: "实时回答路径", issue: "币种与交易对状态不可用", age: "2 小时", detail: "待处理队列 · 当前回答路径为无", status: "当前不可回答", tone: "red", action: "查看来源", target: { tab: "documents", documentId: "DOC-07" } },
];

/* ---- 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", section: "train", tab: "review" },
  { uc: "UC-05", question: "充值未到账", sessions: 351, resolved: 59, prepared: 99, userHandoff: 16, fallback: 7, next: "继续观察", tone: "green", note: "Anna 能处理基础核对", section: "analyze", tab: "outcome" },
  { 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", section: "train", tab: "review" },
  { uc: "PAY-18", question: "美国法币卡支付失败", sessions: 198, resolved: 28, prepared: 94, userHandoff: 31, fallback: 30, next: "补回答路径", tone: "red", note: "当前回答依据不足", section: "train", tab: "review" },
  { 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", section: "test", tab: "safety" },
];

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: "当前来源、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: "Zendesk 帮助中心", status: "synced", syncStatus: "calculating", language: "中文", category: "充值", sourceTags: ["地址标签"], upstreamRevision: "184923", updated: "07-17 10:05", change: "首次读取原始来源，系统正在计算回答用途", impact: "尚未允许任何内容引用", answerReason: "系统正在检查当前性、适用范围、风险和冲突；计算完成前不参与回答", route: "用途计算中，不用于回答", excerpt: "部分充值网络要求填写地址标签。缺少或填错标签时，应先停止继续充值并核对原始要求。" },
  { id: "DOC-18", title: "美国法币卡政策常见问答", type: "Zendesk 帮助中心", status: "current", syncStatus: "failed", syncIssue: "刚刚重试失败；保留 07-17 09:42 的上次成功结果", language: "中文", category: "法币卡", sourceTags: ["支付失败", "美国"], upstreamRevision: "287451", updated: "07-17 09:42", change: "上游修订 287188 → 287451：补充支付失败排查", impact: "0 个引用内容受影响", answerReason: "当前仍使用上次成功同步的修订；失败不会把未确认的新内容标成当前", route: "低风险引用", excerpt: "支付失败时先核对卡片支持范围、账单地址、交易限额和发卡行限制；具体交易结果仍需按当前状态核对。" },
  { id: "DOC-17", title: "身份认证失败重提标准处理流程", type: "Zendesk 标准流程", status: "current", language: "中文", category: "身份认证", sourceTags: ["证件质量", "重新提交"], upstreamRevision: "9128", updated: "07-17 08:10", change: "上游修订 9081 → 9128：重提步骤发生变化", impact: "1 条引用旧修订的问答已停用", answerReason: "当前来源可支撑低风险步骤；引用旧修订的问答需要更新", route: "低风险引用", excerpt: "证件照片模糊、反光或边角不完整时，重新拍摄后从身份认证入口提交；不得承诺审核结果或时间。" },
  { id: "DOC-20", title: "账户登录常见问题", type: "Zendesk 帮助中心", status: "current", language: "中文", category: "账户安全", sourceTags: ["登录"], upstreamRevision: "41107", updated: "07-17 08:02", change: "上游修订 41092 → 41107：仅修正文案", impact: "0 个引用内容受影响", answerReason: "当前来源可直接支撑低频回答，没有固定表达需求", route: "低风险引用", excerpt: "无法登录时先核对邮箱或手机号、密码和验证码；怀疑账户异常时停止继续尝试并联系人工客服。" },
  { id: "DOC-16", title: "身份认证审批例外政策", type: "Zendesk 政策", status: "current", language: "中文", category: "身份认证", sourceTags: ["政策例外"], upstreamRevision: "5304", updated: "07-17 07:35", change: "上游修订 5277 → 5304：例外条件变化", impact: "4 个引用旧修订的内容已停用", answerReason: "高风险来源只供人工维护问答或流程；客户回答仍受已发布支持范围限制", route: "已发布问答 / 处理流程 + 工具结果 + 红线", excerpt: "身份认证例外只能按当前已发布流程处理。客服不得承诺通过、绕过审核或披露隐藏判断原因。" },
  { id: "DOC-14", title: "充值网络核对清单", type: "Zendesk 帮助中心", status: "current", language: "中文", category: "充值", sourceTags: ["网络", "确认数"], upstreamRevision: "67122", updated: "07-16 18:25", change: "上游修订 67081 → 67122：TRC20 确认数更新", impact: "1 条引用旧修订的问答已停用", answerReason: "当前来源可回答；引用旧确认数的问答必须更新", route: "低风险引用", excerpt: "核对币种、网络、地址、地址标签和链上确认数。具体到账状态必须查询当前交易事实。" },
  { id: "DOC-12", title: "纠纷责任与对外确认规则", type: "Zendesk 政策", status: "current", language: "中文", category: "纠纷处理", sourceTags: ["责任归因"], upstreamRevision: "20418", updated: "07-16 14:03", change: "上游修订 20394 → 20418：明确禁止虚构内部批准", impact: "1 条高风险问答引用当前修订", answerReason: "来源只用于人工维护问答；客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", excerpt: "未取得当前已发布结论和必要个案事实前，不得确认平台责任、赔偿、内部批准或确定处理时间。" },
  { id: "DOC-09", title: "退款与资产处理规则", type: "Zendesk 政策", status: "current", language: "中文", category: "退款", sourceTags: ["资产处理"], upstreamRevision: "10983", updated: "07-16 11:48", change: "上游修订 10951 → 10983：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修订", answerReason: "来源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", excerpt: "退款状态为处理中时只能说明仍在处理；对象不匹配、结果冲突或查询失败时停止回答并转人工核对。" },
  { id: "DOC-07", title: "币种上线公告归档", type: "Zendesk 帮助中心", status: "current", syncStatus: "normal", language: "多语言", category: "公告", sourceTags: ["上线", "交易对"], upstreamRevision: "77102", updated: "07-14 17:20", change: "静态公告不再回答；已绑定当前币种与交易对状态", impact: "实时回答路径已进入待处理队列", answerReason: "绑定的实时来源当前不可用；不使用归档公告代替，按既有兜底说明无法确认", route: "实时来源", realtimeSource: "币种与交易对状态（研发标识：market-status）", realtimeHealth: "不可用", excerpt: "币种上线、下线和交易对状态会变化，应查询当前公开状态，不使用归档公告推断。" },
  { id: "DOC-06", title: "旧版夏季活动说明", type: "Zendesk 帮助中心", status: "retired", language: "中文", category: "活动", sourceTags: ["已结束"], upstreamRevision: "62018", updated: "07-12 12:30", change: "原始来源已取消发布", impact: "0 个当前引用内容", 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", excerpt: "该活动已经结束，原始内容已取消发布。" },
];

const FAQ_LIBRARY_TOTALS = {
  total: 12846,
  pending: 23,
  published: 12746,
  disabled: 77,
  similarGroups: 61,
};

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？", aliases: ["退款处理中多久能批", "今天一定能退款吗"], 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。", language: "中文", topic: "退款状态", tags: ["处理中"], sourceRefs: [], createMode: "人工创建", risk: "高风险", status: "published", updatedAt: "07-22 18:40", usage30d: 684, scope: "退款状态为处理中", 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" },
  { id: "FAQ-930", version: "v2", q: "不支持的资产充值可以人工入账或退款吗？", aliases: ["误充不支持资产怎么办"], answer: "当前不支持的资产充值无法人工入账、恢复、找回或退款。", language: "中文", topic: "充值异常", tags: ["不支持资产"], sourceRefs: [], createMode: "人工创建", risk: "高风险", status: "published", updatedAt: "07-21 15:18", usage30d: 142, scope: "当前明确不支持的资产充值", 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" },
  { 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？", aliases: ["法币卡支付失败怎么办"], 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。", language: "中文", topic: "支付失败", tags: ["法币卡"], sourceRefs: ["DOC-18 · 上游修订 287451"], createMode: "系统建议", risk: "低风险", status: "pending", updatedAt: "07-23 09:12", usage30d: 198, trigger: "28 天 198 个会话 · 7 天 38 个失败会话", decision: "当前来源提供稳定排查步骤，现有问答没有完整覆盖", dedupe: "找到 4 条相似问答，仍需确认是否新建", evidence: "DOC-18 · 上游修订 287451 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？", aliases: ["证件照片不清晰还能重提吗"], answer: "重新拍摄清晰证件照片后，可以按身份认证入口重新提交；不能承诺审核结果或完成时间。", language: "中文", topic: "身份认证重提", tags: ["证件照片"], sourceRefs: [], createMode: "系统建议", risk: "低风险", status: "pending", updatedAt: "07-23 08:46", usage30d: 244, 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: "形成稳定低风险回答模式", dedupe: "与 FAQ-877 高度相似，发布前必须处理", evidence: "12 条脱敏已解决会话" },
  { id: "FAQ-920", logicalId: "FAQ-899", version: "v8 待审核", liveVersion: "v7", liveStatus: "已停用", draftStep: "需要重测", q: "TRC20 充值需要多少个确认？", aliases: ["TRC20 几个确认到账"], 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。", language: "中文", topic: "充值确认数", tags: ["TRC20"], sourceRefs: ["DOC-14 · 上游修订 67122"], createMode: "系统建议", risk: "低风险", status: "pending", updatedAt: "07-22 21:05", usage30d: 351, trigger: "DOC-14 上游修订发生变化", decision: "更新 FAQ-899 的同一编号新版本", dedupe: "不创建平行问答", evidence: "DOC-14 · 上游修订 67122 的确认数表格" },
  { id: "FAQ-1221", version: "v1 待审核", liveVersion: "无", liveStatus: "尚未发布", draftStep: "编辑中", q: "退款处理中，今天一定会批准吗？", aliases: ["退款今天能批吗"], answer: "一般当天就会批准。", language: "中文", topic: "退款状态", tags: ["处理中"], sourceRefs: [], createMode: "人工创建", risk: "高风险", status: "pending", updatedAt: "07-23 10:05", usage30d: 96, scope: "退款状态为处理中", evidence: "", toolBranches: "" },
  { id: "FAQ-877", version: "v4", q: "证件照片不清晰，还能重新提交身份认证吗？", aliases: ["身份认证照片模糊怎么重提"], answer: "重新拍摄清晰证件照片后，可以按身份认证入口重新提交；不能承诺审核结果或完成时间。", language: "中文", topic: "身份认证重提", tags: ["证件照片"], sourceRefs: [], createMode: "人工创建", risk: "低风险", status: "published", updatedAt: "07-19 16:22", usage30d: 529 },
  { id: "FAQ-1182", version: "v2", q: "支持的资产充错网络后怎么办？", aliases: ["充值选错网络怎么办"], answer: "先核对资产和网络是否受支持；不能确认到账结果时转人工核查。", language: "中文", topic: "充值异常", tags: ["支持资产"], sourceRefs: ["DOC-14 · 上游修订 67122"], createMode: "人工创建", risk: "低风险", status: "published", updatedAt: "07-18 11:08", usage30d: 173 },
  { id: "FAQ-1107", version: "v5", q: "如何移除不再使用的登录设备？", aliases: ["删除旧登录设备"], answer: "在账户安全的设备管理中找到对应设备并移除；如果无法识别设备，先修改密码并联系人工。", language: "中文", topic: "登录设备管理", tags: [], sourceRefs: [], createMode: "人工创建", risk: "低风险", status: "published", updatedAt: "07-16 14:30", usage30d: 418 },
  { id: "FAQ-899", logicalId: "FAQ-899", version: "v7", q: "TRC20 充值需要多少个确认？", aliases: ["TRC20 几个确认到账"], answer: "引用的旧来源修订已经失效，这条问答当前不可用于回答。", language: "中文", topic: "充值确认数", tags: ["TRC20"], sourceRefs: ["DOC-14 · 上游修订 67081"], createMode: "人工创建", risk: "低风险", status: "disabled", updatedAt: "07-16 18:26", usage30d: 0, disableReason: "引用的 DOC-14 上游修订 67081 已失效" },
];

const FAQ_SIMILAR_GROUPS = [
  { id: "SIM-18", leftId: "FAQ-904", rightId: "FAQ-877", similarity: 93, questionScore: 93, answerScore: 100, metadata: "中文 · 身份认证重提 · 证件照片", questionRelation: "问题高度接近", answerRelation: "答案一致", conditionRelation: "条件相同", difference: "FAQ-877 已发布，FAQ-904 是系统建议待审稿。", state: "duplicate", recommendation: "使用已有问答，不再发布重复问答" },
  { id: "SIM-12", leftId: "FAQ-1221", rightId: "FAQ-931", similarity: 91, questionScore: 91, answerScore: 22, metadata: "中文 · 退款状态 · 处理中", questionRelation: "问题高度接近", answerRelation: "答案冲突", conditionRelation: "条件相同", difference: "待审稿承诺当天批准，已发布问答明确不能承诺。", state: "conflict", recommendation: "阻止当前草稿发布，打开对比修正" },
  { id: "SIM-07", leftId: "FAQ-930", rightId: "FAQ-1182", similarity: 84, questionScore: 84, answerScore: 31, metadata: "中文 · 不支持资产 / 支持资产", questionRelation: "问题接近", answerRelation: "答案不能共用", conditionRelation: "用户问题不同", difference: "一个是不支持资产，一个是支持资产但网络选错。", state: "independent", recommendation: "用户问题不同，保留两条问答", resolvedDecision: "已确认保留独立", decisionReason: "一条处理不支持资产，另一条处理支持资产但网络选错；业务条件和答案都不同。", decisionBy: "当前操作人", decisionAt: "07-22 16:20" },
];

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 · 上游修订 287451 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: "未命中可复用的待审稿、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；未命中可复用问答", 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: "未命中可复用的待审稿、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；不要求绑定来源", action: "新建 FAQ-904", nextAction: "检查脱敏样本、问题条件和答案，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: "来源变化 + 点踩", language: "中文", scope: "TRC20 充值", signal: "DOC-14 上游修订 67122 + 7 天 9 个点踩会话", basis: "当前来源给出新确认数", 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: "检查来源差异，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 · 上游修订 41107 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: "未命中可复用问答", necessity: "当前来源已经足够，不需要额外固定问答", capacity: "不创建待审稿，容量不适用", decision: "当前来源已经足够", action: "不生成，继续按来源回答", nextAction: "无需处理待审稿；继续观察来源回答效果。", recheck: "来源实质变化、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: "未命中可复用问答", 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: "未命中可复用问答", 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-13", intent: "银行卡验证失败", priority: "判断失败", language: "中文", scope: "法币卡验证", signal: "7 天 17 个无法回答会话", basis: "答案依据检查未完成", exclude: "没有生成问答草稿，也没有改变现有回答", match: "相似问答查询超时，尚未完成去重", necessity: "问题仍需处理，但本次判断不能得出草稿结论", capacity: "不占用待审稿容量", decision: "本次判断失败", action: "保留问题信号和失败原因", nextAction: "等待系统重试；持续失败时进入同一个待处理队列。", recheck: "下次相似问答查询恢复后自动重试，最晚 4 小时后再次检查。", state: "failed" },
  { 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；来源本身不能放行结论", 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: "提供人工创建入口", nextAction: "人工创建问答，或维护处理流程的支持范围和工具结果分支。", recheck: "人工发布新内容，或回答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: "当前来源能解释单个步骤，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: "不创建问答草稿；需要处理流程", action: "前往处理流程", nextAction: "打开处理流程，填写排查顺序、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", status: "published", ver: "v4", pass: 96, redlines: ["链上不可逆"], sourceRefs: ["DOC-14 · 上游修订 67122"], segments: [
    { n: 1, title: "适用条件", body: "用户询问如何发起提现或查看提现进度。" },
    { n: 2, title: "用户表达", body: "“怎么提现”“提现提交后在哪里看进度？”" },
    { n: 3, title: "处理步骤", body: "说明币种、网络、地址核对和资产记录查询入口。" },
    { n: 4, title: "工具结果", body: "涉及具体提现状态时查询当前记录；只表达返回的状态。" },
    { n: 5, title: "不支持时的出口和红线", body: "不能确认状态、对象不匹配或查询失败时转人工；不得承诺到账或撤销链上交易。" },
  ] },
  { id: "S2", name: "转错地址说明", key: "wrong-address", uc: "UC-12", status: "published", ver: "v3", pass: 100, redlines: ["链上不可逆", "不得承诺找回"], segments: [
    { n: 1, title: "适用条件", body: "用户说明链上转账发送到错误地址。" },
    { n: 2, title: "用户表达", body: "“转错地址了”“能帮我找回吗？”" },
    { n: 3, title: "处理步骤", body: "说明链上交易不可撤销，采集币种、网络、地址和交易编号。" },
    { n: 4, title: "工具结果", body: "查询链上交易状态；不把确认成功解释为可追回。" },
    { n: 5, title: "不支持时的出口和红线", body: "不得承诺找回、退款或赔付；需要进一步核对时转人工。" },
  ] },
  { id: "S3", name: "身份认证审核中说明", key: "kyc-under-review", uc: "UC-03", status: "published", ver: "v5", pass: 94, redlines: ["禁止披露"], segments: [
    { n: 1, title: "适用条件", body: "用户查询身份认证当前状态。" },
    { n: 2, title: "用户表达", body: "“身份认证还在审核吗？”" },
    { n: 3, title: "处理步骤", body: "查询当前状态，并说明用户可以执行的下一步。" },
    { n: 4, title: "工具结果", body: "只表达当前返回的审核状态和公开原因代码。" },
    { n: 5, title: "不支持时的出口和红线", body: "不得披露内部判定逻辑或保证审核时间；查询失败时转人工。" },
  ] },
  { id: "S4", name: "身份认证失败重提", key: "kyc-failed", uc: "UC-06", 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"], sourceRefs: ["DOC-17 · 上游修订 9128"], segments: null },
  { id: "S5", name: "身份认证操作指引", key: "kyc-guide", uc: "UC-07", status: "published", ver: "v6", pass: 98, redlines: [], segments: [
    { n: 1, title: "适用条件", body: "用户准备开始身份认证并询问操作步骤。" },
    { n: 2, title: "用户表达", body: "“身份认证怎么做？”" },
    { n: 3, title: "处理步骤", body: "说明入口、证件要求、拍摄要求和提交步骤。" },
    { n: 4, title: "工具结果", body: "本流程不查询具体审核结果。" },
    { n: 5, title: "不支持时的出口和红线", body: "遇到证件类型、地区限制或账户级异常时转人工，不保证通过。" },
  ] },
  { id: "S6", name: "验证码自助排查", key: "otp-selfhelp", uc: "UC-10", status: "review", ver: "v2 草稿", liveVersion: "v1", liveStatus: "已发布", draftStep: "需要重测", pass: 88, redlines: ["安全敏感问题"], segments: [
    { n: 1, title: "适用条件", body: "用户收不到短信或邮箱验证码。" },
    { n: 2, title: "用户表达", body: "“验证码一直收不到”“邮箱没有验证码。”" },
    { n: 3, title: "处理步骤", body: "分别核对短信和邮箱路径，提醒不要短时间重复发送。" },
    { n: 4, title: "工具结果", body: "本流程不读取验证码内容，也不代替用户完成验证。" },
    { n: 5, title: "不支持时的出口和红线", body: "涉及账户变更、绕过验证或持续失败时转人工。" },
  ] },
  { id: "S0", name: "用户身份确认共用步骤", key: "identity-verify", uc: "—", status: "published", ver: "v7", pass: 99, redlines: ["身份对象匹配"], segments: [
    { n: 1, title: "适用条件", body: "处理需要查询当前用户或订单事实的问题。" },
    { n: 2, title: "用户表达", body: "用户提供账户、订单或交易信息并要求查询。" },
    { n: 3, title: "处理步骤", body: "确认当前会话身份和查询对象，不要求用户提供私钥或密码。" },
    { n: 4, title: "工具结果", body: "对象匹配后才读取允许字段；对象不匹配时停止。" },
    { n: 5, title: "不支持时的出口和红线", body: "无法确认身份、跨用户或范围外查询时拒绝并转人工。" },
  ] },
];

/* Minimal processing-flow editor */
const SKILL_SEGMENTS = [
  { n: 1, title: "适用条件", 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: "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: 3, title: "处理步骤", 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: 4, title: "工具结果", body: "本流程不查询具体审核结果；只使用当前已发布问答和流程允许的通用说明。" },
  { n: 5, title: "不支持时的出口和红线", body: "用户要求保证通过、政策例外、绕过审核或披露隐藏原因时停止回答；需要账户级复核时转人工。" },
];

/* Review suggestions */
const AI_DIFF = [
  { type: "add", seg: 5, sec: "不支持时的出口和红线", 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停止回答；需要账户级复核时转人工，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: 3, sec: "处理步骤", 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: 5, sec: "不支持时的出口和红线", 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: "转人工时补充失败步骤、已提供信息和当前结论。", nextBody: "用户要求保证审核通过、政策例外、绕过审核或披露隐藏原因时停止回答；需要账户级复核时转人工，并携带失败步骤、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: 2, 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: "pass", 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: "来源更新后停用引用旧修订的已发布问答", 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: "新来源没有进入判断队列时不生成问答", 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: "来源实质修改后停用明确引用旧修订的问答", type: "single", mock: "ok", result: "pass", redline: true },
  { id: "T-252", name: "来源下线后未引用该来源的问答不自动停用，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，不要求绑定来源", type: "single", mock: "approved", result: "pass", redline: false },
  { id: "T-257", name: "创建或编辑问答时显示同语言、同主题的相似问答", type: "single", mock: "ok", result: "pass", redline: false },
  { id: "T-258", name: "同一用户问题的答案冲突时阻止发布", type: "badcase", mock: "conflict", result: "pass", redline: true },
  { id: "T-259", name: "文字相似但业务条件不同的问答可以保持独立", type: "single", mock: "ok", 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: "未处理相似问答冲突", 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: "严重安全失败数", 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", 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", "引用的上游修订：14/14 当前有效", "隐藏字段验证：5/5", "R9 高风险内容：不适用"] },
];

/* ---- 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"] },
];

/* ---- 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 = {
  KPIS, SCENES, 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_LIBRARY_TOTALS, FAQ_QUEUE, FAQ_SIMILAR_GROUPS, CONVERSATION_GAPS,
  SKILLS, SKILL_SEGMENTS, AI_DIFF, TEST_CASES, SHADOW, RELEASES,
  MCP_SERVERS, REDLINE_RULES, R9_AUDIT, DND_MATRIX,
};