wecom_it_smart_desk/backend/uploads/2026/06/10/f273b21c1da3.xlsx

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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>报表生æˆ�时间</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>有效回å¤�æ•°</v></c><c r="B4"><v>990</v></c></row><row r="5"><c r="A5" t="str"><v>无效回å¤�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>AI总会è¯�æ•°</v></c><c r="B7"><v>409</v></c></row><row r="8"><c r="A8" t="str"><v>AI自助解决会è¯�æ•°</v></c><c r="B8"><v>298</v></c></row><row r="9"><c r="A9" t="str"><v>AI自助未解决会è¯�æ•°</v></c><c r="B9"><v>111</v></c></row><row r="10"><c r="A10" t="str"><v>AI人工处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>PK�õ˜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>åº�å�·</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æ��è¿°  您无法连接公å�¸æ— çº¿ç½‘络（SERVYOU），表现为电脑无法获å�–网络信å�·æˆ–连接å�Žæ— æ³•ä¸Šç½‘，å�¯èƒ½æ¶‰å�Šç½‘络认è¯�ã€�DNSé…�ç½®ã€�代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¿�已连接å��为 `SERVYOU` çš„å…¬å�¸æ— çº¿ç½‘络。2. **检查并清除代ç�†è®¾ç½®**     - 点击è�œå�•æ �å�³ä¸Šè§’的“Appleâ€�图标，选择“系统å��好设置â€� → “网络â€�。     - 选中当å‰�连接的Wi-Fi，点击“高级â€� → “代ç�†â€�选项å�¡ã€‚     - å�–消勾选所有代ç�†å��议（如HTTPã€�HTTPSã€�SOCKS等），确ä¿�无代ç�†å�¯ç”¨ã€‚3. **é…�置正确的DNS地å�€**     - 在“高级â€�设置中，切æ�¢åˆ°â€œDNSâ€�选项å�¡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�‘自动认è¯�æµ�程**     - æ–­å¼€Wi-Fiå�Žé‡�新连接 `SERVYOU` 网络。     - 打开æµ�览器访问任æ„�网页（如 `http://www.baidu.com`），等待30秒，系统应自动弹出账å�·å¯†ç �认è¯�页é�¢ã€‚     - 输入员工账å�·ã€�密ç �å�ŠåŠ¨æ€�短信验è¯�ç �完æˆ�登录。     &gt; 注æ„�：请勿手动输入网å�€è§¦å�‘认è¯�，é�¿å…�使用Safariæµ�览器；建议使用QQæµ�览器。5. **é‡�å�¯è®¾å¤‡å¹¶é‡�试**     - è‹¥ä»�无法连接，请é‡�å�¯ç”µè„‘å�Žå†�次å°�试连接网络。&gt; æ��示：新入è�Œå‘˜å·¥è¯·ç¡®è®¤è´¦å�·ä¿¡æ�¯æ˜¯å�¦å·²å�Œæ­¥ï¼Œå»ºè®®å…¥è�Œæ¬¡æ—¥å†�å°�试连接。您å�¯é€‰æ‹©å›žå¤�&quot;&quot;ITã€�人力ã€�物业ã€�报销ã€�å…šå·¥ã€�安全&quot;&quot;关键è¯�，通过回å¤�的链接进入人工支æŒ�。(人工æœ�务时间: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€�链接进入人工æœ�务窗å�£ï¼Œç®€å�•æ��述您的问题，并æ��供报错信æ�¯æˆ–截图，å�Œäº‹å°†å°½å¿«å›žå¤�您的问题，（人工å��席æœ�务时间：工作日 9:00~18:00）。ã€�注：请确ä¿�ä¼�微在最新版本，å�¦åˆ™æ— æ³•ç‚¹å‡»é“¾æŽ¥ã€‚】</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€�链接进入人工æœ�务窗å�£ï¼Œç®€å�•æ��述您的问题，并æ��供报错信æ�¯æˆ–截图，å�Œäº‹å°†å°½å¿«å›žå¤�您的问题，（人工å��席æœ�务时间：工作日 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>åº�å�·</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¸�到了也</v></c><c r="D2" t="str"><v>您想è¦�问的是ä¸�是：&quot;&quot;在公å�¸å†…网环境下，无法收到零信任认è¯�的短信验è¯�ç �，该怎么办？&quot;&quot;，以下是该问题的相关回å¤�：### 解决方案1. 检查手机短信应用中的所有信æ�¯ç›®å½•ï¼Œç¡®è®¤çŸ­ä¿¡éªŒè¯�ç �是å�¦è¢«è¯¯åˆ†ç±»ä¸ºâ€œåžƒåœ¾ä¿¡æ�¯â€�或“推广信æ�¯â€�，如有请手动移至正常短信文件夹。2. é‡�å�¯æ‰‹æœºè®¾å¤‡ï¼Œå°�试é‡�新触å�‘零信任认è¯�æµ�程，确ä¿�网络连接稳定。3. å�‘é€�短信“11111â€�至å�·ç � `10690999`，申请解除短信接收黑å��å�•ï¼Œä»¥ç¡®ä¿�å�Žç»­éªŒè¯�ç �能正常接收。4. è‹¥ä»�无法接收，请å°�试切æ�¢è‡³æ‰‹æœºçƒ­ç‚¹ç½‘络，通过外部网络环境登录零信任系统完æˆ�认è¯�，é�¿å…�å…¬å�¸å†…网策略拦截。5. ç¡®ä¿�认è¯�页é�¢è‡ªåŠ¨å¼¹å‡ºï¼Œå‹¿æ‰‹åŠ¨è¾“入网å�€ï¼›å»ºè®®ä½¿ç”¨QQæµ�览器访问，苹果手机如使用Safari，å�¯å°�试点击“显示详细信æ�¯â€�å�Žè®¿é—®ã€‚&gt; **注æ„�**：以上æ“�作涉å�ŠçŸ­ä¿¡éªŒè¯�ç �接收，如因安全策略é™�制导致无法使用，请è�”ç³»IT支æŒ�团队å��助排查。--------------------------------------------------------------------------------如果上述答案ä¸�是您想è¦�的结果，请æ�¢ä¸€ç§�问法或者补充相关信æ�¯ã€‚如：1. 补充信æ�¯çš„æ��示1：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„æ��示2：请说明是接收哪ç§�短信（如：账å�·ç™»å½•éªŒè¯�ç �ã€�ä¼�业邮箱验è¯�ã€�零信任认è¯�短信等）。--------------------------------------------------------------------------------您å�¯é€‰æ‹©å›žå¤�&quot;&quot;ITã€�人力ã€�物业ã€�报销ã€�å…šå·¥ã€�安全&quot;&quot;关键è¯�，通过回å¤�的链接进入人工支æŒ�。(人工æœ�务时间: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VPNæ��示账å�·è¢«ç¦�用，已æ��交è¿�ç»´å�•è§£ç¦�，但还是ä¸�è¡Œ</v></c><c r="D3" t="str"><v>### 问题æ��è¿°  您已æ��交è¿�ç»´å�•ç”³è¯·è§£ç¦�零信任（原VPN）账å�·ï¼Œä½†ç™»å½•æ—¶ä»�æ��示“账å�·è¢«ç¦�用â€�，无法正常访问系统。### 解决方案  1. 请确认您æ��交的è¿�ç»´å�•ç”³è¯·ç±»åž‹ä¸ºâ€œè´¦å�·è§£ç¦�â€�，且申请æµ�程已完整æ��交。  2. è‹¥90天未使用零信任账å�·ï¼Œç³»ç»Ÿå°†è‡ªåŠ¨ç¦�用账å�·ï¼Œéœ€é€šè¿‡ä¸€ç«™å¼�è¿�ç»´å¹³å�°é‡�新申请解ç¦�：     - 访问链接：[一站å¼�è¿�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：æœ�务目录 → IT支æŒ�æœ�务 → 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å¼�è¿�ç»´å¹³å�°ï¼Œå�¯é€šè¿‡æ‰‹æœºä¼�业微信æ“�作：     - 打开ä¼�业微信 → 工作å
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