resolution-playbook

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

resolution-playbook

GitHub

根据工单文本及历史，选择最佳处理动作（设置优先级、分配专家或发送宏），确保VIP或高风险客户得到优先处理，并依据冲突信号降低置信度。

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

Trigger Scenarios

需要决定支持工单的处理策略结合工单历史和上下文进行自动化路由或响应决策

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.