resolution-playbook

Agent Skills › open-mercato/open-mercato › resolution-playbook

resolution-playbook

GitHub

根据工单文本及历史数据，结合决策规则选择最佳处理动作（如设置优先级、分配专家或发送宏回复），确保高风险情况得到优先处理并明确决策依据。

docker/opencode/skills/resolution-playbook/SKILL.md open-mercato/open-mercato

Trigger Scenarios

客服工单路由决策支持工单分类与分级

Install

npx skills add open-mercato/open-mercato --skill resolution-playbook -g -y

More Options

Non-standard path

npx skills add https://github.com/open-mercato/open-mercato/tree/main/docker/opencode/skills/resolution-playbook -g -y

Use without installing

npx skills use open-mercato/open-mercato@resolution-playbook

指定 Agent (Claude Code)

npx skills add open-mercato/open-mercato --skill resolution-playbook -a claude-code -g -y

安装 repo 全部 skill

npx skills add open-mercato/open-mercato --all -g -y

预览 repo 内 skill

npx skills add open-mercato/open-mercato --list

SKILL.md

Frontmatter

{
    "name": "resolution-playbook",
    "description": "How to choose one resolution action from a ticket and its customer history."
}

Use this playbook to pick the single best action for a support ticket, combining the ticket text with the history returned by the lookup_ticket_history local tool.

Actions you may propose:

set_priority — payload.priority one of low | medium | high | urgent.
assign_specialist — payload.team (e.g. billing, security, infra, success).
send_macro — payload.macroId (a canned reply, e.g. password-reset, refund-status).

Decision rules:

Outage, data loss, security, or money-at-risk wording → set_priority: urgent (this beats every other signal).
vip: true OR churnRisk: high with an unresolved problem → assign_specialist to the most relevant team; do not let a VIP wait in the general queue.
A routine, well-understood request (password reset, "where is my refund", how-to) with churnRisk: low and no open tickets → send_macro with the matching canned reply.
Everything else → set_priority at the level the ticket severity and history justify (more open tickets / slower average resolution → raise it).

When the history and ticket disagree, prefer the safer (higher-touch) action and LOWER your confidence rather than guessing. Always name the deciding signal in the rationale.