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<worksheet xmlns="http://schemas.openxmlformats.org/spreadsheetml/2006/main" xmlns:r="http://schemas.openxmlformats.org/officeDocument/2006/relationships"><dimension ref="A1:B11"/><sheetViews><sheetView workbookViewId="0"/></sheetViews><cols><col min="1" max="1" width="25.83203125" customWidth="1"/><col min="2" max="2" width="20.83203125" customWidth="1"/></cols><sheetData><row r="1"><c r="A1" t="str"><v>统计项</v></c><c r="B1" t="str"><v>数值</v></c></row><row r="2"><c r="A2" t="str"><v>æŠ¥è¡¨ç”Ÿæˆæ—¶é—´</v></c><c r="B2" t="str"><v>2026/6/10 09:18:46</v></c></row><row r="3"><c r="A3" t="str"><v>报表查询范围</v></c><c r="B3" t="str"><v>自定义</v></c></row><row r="4"><c r="A4" t="str"><v>æœ‰æ•ˆå›žå¤æ•°</v></c><c r="B4"><v>990</v></c></row><row r="5"><c r="A5" t="str"><v>æ— æ•ˆå›žå¤æ•°</v></c><c r="B5"><v>30</v></c></row><row r="6"><c r="A6" t="str"><v>有效率(%)</v></c><c r="B6"><v>97.06</v></c></row><row r="7"><c r="A7" t="str"><v>AIæ€»ä¼šè¯æ•°</v></c><c r="B7"><v>409</v></c></row><row r="8"><c r="A8" t="str"><v>AIè‡ªåŠ©è§£å†³ä¼šè¯æ•°</v></c><c r="B8"><v>298</v></c></row><row r="9"><c r="A9" t="str"><v>AIè‡ªåŠ©æœªè§£å†³ä¼šè¯æ•°</v></c><c r="B9"><v>111</v></c></row><row r="10"><c r="A10" t="str"><v>AIäººå·¥å¤„ç†æ•°</v></c><c r="B10"><v>112</v></c></row><row r="11"><c r="A11" t="str"><v>AI自助解决率(%)</v></c><c r="B11"><v>72.86</v></c></row></sheetData><ignoredErrors><ignoredError numberStoredAsText="1" sqref="A1:B11"/></ignoredErrors></worksheet>PKõ˜ázázxl/worksheets/sheet2.xml<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<worksheet xmlns="http://schemas.openxmlformats.org/spreadsheetml/2006/main" xmlns:r="http://schemas.openxmlformats.org/officeDocument/2006/relationships"><dimension ref="A1:I1001"/><sheetViews><sheetView workbookViewId="0"/></sheetViews><cols><col min="1" max="1" width="8.83203125" customWidth="1"/><col min="2" max="2" width="15.83203125" customWidth="1"/><col min="3" max="3" width="40.83203125" customWidth="1"/><col min="4" max="4" width="50.83203125" customWidth="1"/><col min="5" max="5" width="20.83203125" customWidth="1"/></cols><sheetData><row r="1"><c r="A1" t="str"><v>åºå·</v></c><c r="B1" t="str"><v>用户å</v></c><c r="C1" t="str"><v>问题</v></c><c r="D1" t="str"><v>回å¤</v></c><c r="E1" t="str"><v>咨询时间</v></c><c r="F1" t="str"><v>知识库命中</v></c><c r="G1" t="str"><v>转人工</v></c><c r="H1" t="str"><v>人工主动介入处ç†</v></c><c r="I1" t="str"><v>æ“作用户</v></c></row><row r="2"><c r="A2"><v>1</v></c><c r="B2" t="str"><v>xuziwei99</v></c><c r="C2" t="str"><v>无法加入这个网络</v></c><c r="D2" t="str"><v>### 问题æè¿° æ‚¨æ— æ³•è¿žæŽ¥å…¬å¸æ— çº¿ç½‘络(SERVYOU),表现为电脑无法获å–ç½‘ç»œä¿¡å·æˆ–è¿žæŽ¥åŽæ— æ³•上网,å¯èƒ½æ¶‰åŠç½‘络认è¯ã€DNSé…ç½®ã€ä»£ç†è®¾ç½®å¼‚常或设备未正确识别。### 解决方案 1. **确认连接正确的无线网络** - 打开Wi-Fi设置,确ä¿å·²è¿žæŽ¥å为 `SERVYOU` çš„å…¬å¸æ— çº¿ç½‘络。2. **检查并清除代ç†è®¾ç½®** - 点击èœå•æ å³ä¸Šè§’的“Appleâ€å›¾æ ‡ï¼Œé€‰æ‹©â€œç³»ç»Ÿå好设置†→ “网络â€ã€‚ - 选中当å‰è¿žæŽ¥çš„Wi-Fi,点击“高级†→ “代ç†â€é€‰é¡¹å¡ã€‚ - å–æ¶ˆå‹¾é€‰æ‰€æœ‰ä»£ç†å议(如HTTPã€HTTPSã€SOCKSç­‰ï¼‰ï¼Œç¡®ä¿æ— ä»£ç†å¯ç”¨ã€‚3. **é…置正确的DNS地å€** - 在“高级â€è®¾ç½®ä¸­ï¼Œåˆ‡æ¢åˆ°â€œDNSâ€é€‰é¡¹å¡ã€‚ - 点击左下角ã€+】图标,添加以下两个DNS地å€ï¼š - `10.253.0.55`(公å¸å†…网专用DNS) - `223.5.5.5`(阿里云公共DNS)4. **触å‘è‡ªåŠ¨è®¤è¯æµç¨‹** - æ–­å¼€Wi-FiåŽé‡æ–°è¿žæŽ¥ `SERVYOU` 网络。 - 打开æµè§ˆå™¨è®¿é—®ä»»æ„网页(如 `http://www.baidu.com`),等待30秒,系统应自动弹出账å·å¯†ç è®¤è¯é¡µé¢ã€‚ - 输入员工账å·ã€å¯†ç åŠåЍæ€çŸ­ä¿¡éªŒè¯ç å®Œæˆç™»å½•。 &gt; 注æ„:请勿手动输入网å€è§¦å‘认è¯ï¼Œé¿å…使用Safariæµè§ˆå™¨ï¼›å»ºè®®ä½¿ç”¨QQæµè§ˆå™¨ã€‚5. **é‡å¯è®¾å¤‡å¹¶é‡è¯•** - è‹¥ä»æ— æ³•连接,请é‡å¯ç”µè„‘åŽå†æ¬¡å°è¯•连接网络。&gt; æç¤ºï¼šæ–°å…¥èŒå‘˜å·¥è¯·ç¡®è®¤è´¦å·ä¿¡æ¯æ˜¯å¦å·²åŒæ­¥ï¼Œå»ºè®®å…¥èŒæ¬¡æ—¥å†å°è¯•连接。您å¯é€‰æ‹©å›žå¤&quot;&quot;ITã€äººåŠ›ã€ç‰©ä¸šã€æŠ¥é”€ã€å…šå·¥ã€å®‰å…¨&quot;&quot;关键è¯ï¼Œé€šè¿‡å›žå¤çš„链接进入人工支æŒã€‚(人工æœåŠ¡æ—¶é—´:工作日9:00~18:00)</v></c><c r="E2" t="str"><v>2026-06-10 09:16:19</v></c><c r="F2" t="str"><v>命中</v></c><c r="G2" t="str"><v>å¦</v></c><c r="H2" t="str"><v>å¦</v></c><c r="I2" t="str"><v>æ— </v></c></row><row r="3"><c r="A3"><v>2</v></c><c r="B3" t="str"><v>daiqm</v></c><c r="C3" t="str"><v>IT</v></c><c r="D3" t="str"><v>请点击“[è”ç³»IT人工å席](https://work.weixin.qq.com/nl/innerkfid/ikfCtcYBwAASJO8iTSSGONGsDfFMoUypg)â€é“¾æŽ¥è¿›å…¥äººå·¥æœåŠ¡çª—å£ï¼Œç®€å•æè¿°æ‚¨çš„问题,并æä¾›æŠ¥é”™ä¿¡æ¯æˆ–截图,åŒäº‹å°†å°½å¿«å›žå¤æ‚¨çš„问题,(人工å席æœåŠ¡æ—¶é—´ï¼šå·¥ä½œæ—¥Â 9:00~18:00ï¼‰ã€‚ã€æ³¨ï¼šè¯·ç¡®ä¿ä¼å¾®åœ¨æœ€æ–°ç‰ˆæœ¬ï¼Œå¦åˆ™æ— æ³•点击链接。】</v></c><c r="E3" t="str"><v>2026-06-10 09:13:43</v></c><c r="F3" t="str"><v>命中</v></c><c r="G3" t="str"><v>是</v></c><c r="H3" t="str"><v>å¦</v></c><c r="I3" t="str"><v>æ— </v></c></row><row r="4"><c r="A4"><v>3</v></c><c r="B4" t="str"><v>chenyueyue65</v></c><c r="C4" t="str"><v>it</v></c><c r="D4" t="str"><v>请点击“[è”ç³»IT人工å席](https://work.weixin.qq.com/nl/innerkfid/ikfCtcYBwAASJO8iTSSGONGsDfFMoUypg)â€é“¾æŽ¥è¿›å…¥äººå·¥æœåŠ¡çª—å£ï¼Œç®€å•æè¿°æ‚¨çš„问题,并æä¾›æŠ¥é”™ä¿¡æ¯æˆ–截图,åŒäº‹å°†å°½å¿«å›žå¤æ‚¨çš„问题,(人工å席æœåŠ¡æ—¶é—´ï¼šå·¥ä½œæ—¥Â 9:00~18:00ï¼
<worksheet xmlns="http://schemas.openxmlformats.org/spreadsheetml/2006/main" xmlns:r="http://schemas.openxmlformats.org/officeDocument/2006/relationships"><dimension ref="A1:I21"/><sheetViews><sheetView workbookViewId="0"/></sheetViews><cols><col min="1" max="1" width="8.83203125" customWidth="1"/><col min="2" max="2" width="15.83203125" customWidth="1"/><col min="3" max="3" width="40.83203125" customWidth="1"/><col min="4" max="4" width="50.83203125" customWidth="1"/><col min="5" max="5" width="20.83203125" customWidth="1"/></cols><sheetData><row r="1"><c r="A1" t="str"><v>åºå·</v></c><c r="B1" t="str"><v>用户å</v></c><c r="C1" t="str"><v>问题</v></c><c r="D1" t="str"><v>回å¤</v></c><c r="E1" t="str"><v>咨询时间</v></c><c r="F1" t="str"><v>知识库命中</v></c><c r="G1" t="str"><v>转人工</v></c><c r="H1" t="str"><v>人工主动介入处ç†</v></c><c r="I1" t="str"><v>æ“作用户</v></c></row><row r="2"><c r="A2"><v>1001</v></c><c r="B2" t="str"><v>lqg</v></c><c r="C2" t="str"><v>现在内网短信怎么收ä¸åˆ°äº†ä¹Ÿ</v></c><c r="D2" t="str"><v>您想è¦é—®çš„æ˜¯ä¸æ˜¯ï¼š&quot;&quot;在公å¸å†…网环境下,无法收到零信任认è¯çš„短信验è¯ç ï¼Œè¯¥æ€Žä¹ˆåŠžï¼Ÿ&quot;&quot;,以下是该问题的相关回å¤ï¼š### 解决方案1. 检查手机短信应用中的所有信æ¯ç›®å½•,确认短信验è¯ç æ˜¯å¦è¢«è¯¯åˆ†ç±»ä¸ºâ€œåžƒåœ¾ä¿¡æ¯â€æˆ–“推广信æ¯â€ï¼Œå¦‚有请手动移至正常短信文件夹。2. é‡å¯æ‰‹æœºè®¾å¤‡ï¼Œå°è¯•釿–°è§¦å‘é›¶ä¿¡ä»»è®¤è¯æµç¨‹ï¼Œç¡®ä¿ç½‘络连接稳定。3. å‘é€çŸ­ä¿¡â€œ11111â€è‡³å·ç  `10690999`,申请解除短信接收黑åå•,以确ä¿åŽç»­éªŒè¯ç èƒ½æ­£å¸¸æŽ¥æ”¶ã€‚4. è‹¥ä»æ— æ³•接收,请å°è¯•切æ¢è‡³æ‰‹æœºçƒ­ç‚¹ç½‘络,通过外部网络环境登录零信任系统完æˆè®¤è¯ï¼Œé¿å…å…¬å¸å†…网策略拦截。5. ç¡®ä¿è®¤è¯é¡µé¢è‡ªåŠ¨å¼¹å‡ºï¼Œå‹¿æ‰‹åŠ¨è¾“å…¥ç½‘å€ï¼›å»ºè®®ä½¿ç”¨QQæµè§ˆå™¨è®¿é—®ï¼Œè‹¹æžœæ‰‹æœºå¦‚使用Safari,å¯å°è¯•点击“显示详细信æ¯â€åŽè®¿é—®ã€‚&gt; **注æ„**:以上æ“作涉åŠçŸ­ä¿¡éªŒè¯ç æŽ¥æ”¶ï¼Œå¦‚因安全策略é™åˆ¶å¯¼è‡´æ— æ³•使用,请è”ç³»IT支æŒå›¢é˜Ÿå助排查。--------------------------------------------------------------------------------å¦‚æžœä¸Šè¿°ç­”æ¡ˆä¸æ˜¯æ‚¨æƒ³è¦çš„结果,请æ¢ä¸€ç§é—®æ³•或者补充相关信æ¯ã€‚如:1. 补充信æ¯çš„æç¤º1:请说明您是在使用公å¸å†…网或零信任环境时无法接收短信。2. 补充信æ¯çš„æç¤º2:请说明是接收哪ç§çŸ­ä¿¡ï¼ˆå¦‚:账å·ç™»å½•验è¯ç ã€ä¼ä¸šé‚®ç®±éªŒè¯ã€é›¶ä¿¡ä»»è®¤è¯çŸ­ä¿¡ç­‰ï¼‰ã€‚--------------------------------------------------------------------------------您å¯é€‰æ‹©å›žå¤&quot;&quot;ITã€äººåŠ›ã€ç‰©ä¸šã€æŠ¥é”€ã€å…šå·¥ã€å®‰å…¨&quot;&quot;关键è¯ï¼Œé€šè¿‡å›žå¤çš„链接进入人工支æŒã€‚(人工æœåŠ¡æ—¶é—´:工作日9:00~18:00)</v></c><c r="E2" t="str"><v>2026-06-01 09:37:25</v></c><c r="F2" t="str"><v>命中</v></c><c r="G2" t="str"><v>å¦</v></c><c r="H2" t="str"><v>å¦</v></c><c r="I2" t="str"><v>æ— </v></c></row><row r="3"><c r="A3"><v>1002</v></c><c r="B3" t="str"><v>1497</v></c><c r="C3" t="str"><v>我得VPNæç¤ºè´¦å·è¢«ç¦ç”¨ï¼Œå·²æäº¤è¿ç»´å•è§£ç¦ï¼Œä½†è¿˜æ˜¯ä¸è¡Œ</v></c><c r="D3" t="str"><v>### 问题æè¿° 您已æäº¤è¿ç»´å•申请解ç¦é›¶ä¿¡ä»»ï¼ˆåŽŸVPN)账å·ï¼Œä½†ç™»å½•æ—¶ä»æç¤ºâ€œè´¦å·è¢«ç¦ç”¨â€ï¼Œæ— æ³•正常访问系统。### 解决方案 1. 请确认您æäº¤çš„è¿ç»´å•申请类型为“账å·è§£ç¦â€ï¼Œä¸”申请æµç¨‹å·²å®Œæ•´æäº¤ã€‚ 2. è‹¥90天未使用零信任账å·ï¼Œç³»ç»Ÿå°†è‡ªåЍç¦ç”¨è´¦å·ï¼Œéœ€é€šè¿‡ä¸€ç«™å¼è¿ç»´å¹³å°é‡æ–°ç”³è¯·è§£ç¦ï¼š - 访问链接:[一站å¼è¿ç»´å¹³å°](http://devops.dc.servyou-it.com/ITSM/workflow/service/createTicket?name=%E5%91%98%E5%B7%A5%E9%9B%B6%E4%BF%A1%E4%BB%BB%EF%BC%88%E5%8E%9FVPN%EF%BC%89%E8%B4%A6%E5%8F%B7%E7%94%B3%E8%AF%B7) - 申请路径:æœåŠ¡ç›®å½• → ITæ”¯æŒæœåŠ¡ → 员工零信任(原VPN)账å·ç”³è¯· → 选择“账å·è§£ç¦â€ 3. 若无法访问一站å¼è¿ç»´å¹³å°ï¼Œå¯é€šè¿‡æ‰‹æœºä¼ä¸šå¾®ä¿¡æ“作: - 打开ä¼ä¸šå¾®ä¿¡ → 工作å
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