46 lines
1.2 KiB
Markdown
46 lines
1.2 KiB
Markdown
---
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title: "Heartbeat Monitoring"
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type: concept
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tags: []
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sources: []
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---
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# Heartbeat Monitoring
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## Definition
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定时任务定期检查客服队列状态，在消息出现积压或响应超时前主动告警的机制，确保 AI + 人工混合体系保持高可用性。
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## Purpose
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即使 AI 自动处理率很高，仍需监控：
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- **被 AI 错误分类的消息**（应升级但未升级）
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- **新渠道接入失败**
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- **知识库缺失导致大量相同 FAQ**
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- **人工队列积压**
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## Implementation
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Heartbeat 检查通常每 15-30 分钟运行一次：
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```
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Every N minutes:
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1. Check unanswered messages older than X minutes
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2. If count > threshold → Alert (email / Slack / Telegram)
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3. Log daily response metrics:
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- Total messages received
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- Auto-response rate
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- Escalation rate
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- Average response time
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```
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## Related Concepts
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- [[Morning Briefing]]：Heartbeat 监控数据可作为每日晨报的一部分
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- [[Self-Healing-Systems]]：异常检测后可触发自动修复（如重新分类消息）
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- [[Alerting]]：监控告警机制
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## Sources
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- [[multi-channel-customer-service]]
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