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Metric Definitions
| Metric | Numerator | Denominator |
|---|---|---|
| 📥 Inquiry Volume | Inbound emails in period (excl. system / no-reply-needed) | — (absolute count) |
| 🤖 AI Coverage | Emails where AI sent the first reply (auto-detected via reply markers, webhook_jobs, email_logs) | All inquiries |
| ✅ AI Containment Rate | AI-handled emails where merchant did not follow up within SLA window (JP/Western: 3d; others: 7d) | All AI-handled emails (clean denominator = AI Coverage count) |
| 💪 AI High-Confidence Rate | AI replies with model confidence ≥ 0.7 (AI's self-assessed certainty; avg = 0.59; emails without a logged score count as 0) | All AI-handled emails (= AI Coverage count; unlogged emails reduce the rate) |
| ⏱ SLA Rate (7d) | Emails replied within SLA window (JP/Western rows use 3d; others 7d) | Replied + overdue (pending not yet at deadline excluded) |
| 🕐 Open Tickets | Inquiries with no reply of any kind yet | — (absolute count) |
| 📊 Human SLA Rate | Non-AI inquiries replied within 7 days | Non-AI inquiries that have been replied or are overdue |
Upload Knowledge
Add knowledge to the AI's vector database — upload a file or paste a link. Available to all team members.
Answer KB-gap questions
The highest-volume topics with the lowest AI coverage / confidence. Pick a region, type an answer, hit Save — it goes straight into that region's KB and raises AI coverage.
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AI Prompt Update ⓘ How it works
Email Block Rules
Emails matching these rules are auto-marked as no-reply-needed (needs_reply = false). Rules apply retroactively when you click Apply All Rules.
System Rules
Built-in · Read-only
Always active · Cannot be deleted
| Type | Match | Pattern | Note |
|---|---|---|---|
| from | contains | mailer-daemon | Bounce-back / delivery failure notifications |
| from | contains | mail delivery subsystem | Bounce-back / delivery failure notifications |
| subject | starts with | 自动回复: | Simplified Chinese auto-reply |
| subject | starts with | 自動回覆: | Traditional Chinese auto-reply |
| subject | starts with | auto-reply: | English auto-reply prefix |
| subject | starts with | automatic reply: | Outlook automatic reply |
| subject | starts with | out of office: | Out-of-office notification |
| subject | starts with | out of office autoreply: | Out-of-office autoreply variant |
| subject | starts with | autoreply: | Generic autoreply prefix |
| subject | starts with | automatische antwort: | German auto-reply |
| subject | starts with | réponse automatique: | French auto-reply |
Custom Rules
Stored in database · Apply retroactively with the button above
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Period
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Metric Definitions
| Metric | Numerator | Denominator |
|---|---|---|
| 📥 Inquiry Volume | JP inbound emails in period (excl. system / no-reply-needed) | — (absolute count) |
| 🤖 AI Coverage | Emails where AI sent the first reply (auto-detected via reply markers, webhook_jobs, email_logs) | All JP inquiries |
| ✅ AI Containment Rate | AI-handled JP emails where merchant did not follow up within 3 days | All AI-handled JP emails (= AI Coverage count) |
| 💪 AI High-Confidence Rate | JP AI replies with model confidence ≥ 0.7 (AI's self-assessed certainty; unlogged emails count as 0) | All JP AI-handled emails (= AI Coverage count) |
| ⏱ SLA Rate (3d) | JP emails replied within 3 days | Replied + overdue (pending not yet at deadline excluded) |
| 🕐 Open Tickets | JP inquiries with no reply yet (= JP Ops Action pending count) | — (absolute count) |
| 📊 Human SLA Rate | Non-AI JP inquiries replied within 3 days | Non-AI JP inquiries replied or overdue |
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Period
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Period
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Metric Definitions
| Metric | Numerator | Denominator |
|---|---|---|
| 📥 Inquiry Volume | Western merchant emails received in the period | — (absolute count) |
| 🤖 AI Coverage | Western inquiries where AI sent the first reply | Inquiry Volume (excl. system / no-reply-needed emails) |
| ✅ AI Containment Rate | AI-handled Western inquiries where merchant did not follow up within 3 days | All AI-handled Western inquiries (= AI Coverage count) |
| 🔀 Forwarded = handled | Western cases are worked in the Western team's tracker and never replied from this inbox — forwarding to Western counts as the endpoint here. SLA Rate / Open Tickets / Human SLA Rate are therefore not shown for this region. Internal bd_ops@klook.com forwards are excluded from all counts. | |
Period
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Per-region signature appended to AI auto-replies. Supports HTML, hyperlinks, and images.
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Central Insight
🎯 Risk Overview
🏪 商戶風險
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🤖 回覆品質
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📋 Ops 效率
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⚠️ 近期異常事件（最近 10 筆）
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📚 Knowledge Base Coverage
Tech Spec — System Architecture
👁 Content Review
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