Ops

How much of this is running on autopilot, where the volume is, what it's costing, and — most important — what's still forcing a human to step in.

0.38%

decisions live (non-dry-run)

3930

decisions total

cases past SLA, still open

1489

cases currently open

Only 15 of 3930 decisions were live (dry_run = 0) — the rest ran in shadow/test mode. SLA tracking has 0 case(s) with a due date set so far.

Volume by case state (cs_cases)

Store	imported
Marlow London	1185
NAGI Tokyo	257
parkerlane	47

Volume by decision action (proxy for case type — per-case labels aren't populated yet)

Decision action	Count
reply	2994
escalate	689
ignore	244
(unparsed)	3

Refund spend (executed refund_percent / whop_refund)

Store	Currency	Total refunded	Count
NAGI Tokyo	JPY	46,055.00	6
Marlow London	GBP	5,075.15	118
Marlow London	EUR	94.53	2

Escalation reasons, ranked — this is the roadmap

Each row names a fact the engine is missing. Whatever sits at the top of this list is the next thing worth closing.

Escalation reason (grouped)	Count	Example
LLM call failed or was rate-limited before a decision could be parsed	333	could not parse a valid decision; raw=API Error: 500 Internal server error. This is a server-side issue, usually temporary — try again in a moment. If it persis
System gap: no AI decision was ever recorded for this message (backfill artifact, not a real customer-facing reason)	296	auto-created by _backfill_orphaned_unanswered (2026-07-28 fix): no AI decision was ever recorded for this message (e.g. an agent/LLM error) -- surfaced here so
LLM unavailable	7	LLM unavailable: openrouter: no API key \| runner: runner fallback unavailable — claude login dead on the box (re-auth: `claude setup-token`). raw: 'Failed
LLM backend was unavailable when this was drafted (OpenRouter key unset) — cleared automat…	4	LLM backend was unavailable when this was drafted (OpenRouter key unset) — cleared automatically, needs a human reply.
Three weeks exceeds the 8–12 day shipping window	1	Three weeks exceeds the 8–12 day shipping window; requires order lookup and human review.
Message contains only a greeting with no actionable request or context	1	Message contains only a greeting with no actionable request or context.
Customer is confirming specific replacement items with photos for an exchange already in p…	1	Customer is confirming specific replacement items with photos for an exchange already in progress; verifying items and arranging the reship is a human action.
Customer providing email address for order lookup on missing confirmation	1	Customer providing email address for order lookup on missing confirmation; requires system lookup by human.
Customer sent photo of damaged/poor-quality item plus a new pricing complaint claiming ove…	1	Customer sent photo of damaged/poor-quality item plus a new pricing complaint claiming overcharge; needs human review of the photo, the prior 40% offer, and the
Customer cannot find order confirmation or tracking and needs a real order lookup, plus a …	1	Customer cannot find order confirmation or tracking and needs a real order lookup, plus a possible 'delivered but not received' situation requiring de
Customer demanded an immediate refund and has now provided an order number	1	Customer demanded an immediate refund and has now provided an order number; actual refund processing and order lookup require the human agent.
Customer asks for an order status lookup	1	Customer asks for an order status lookup; needs order number and human investigation per learned lesson.
Frustrated customer with significant delay past promised date and holiday missed	1	Frustrated customer with significant delay past promised date and holiday missed; needs real order lookup and possible goodwill compensation by human.
Customer has accepted the replacement offer and selected a specific item (beige coat, size…	1	Customer has accepted the replacement offer and selected a specific item (beige coat, size S); the human must verify the coat selection against the photo, compa
Delayed order complaint with frustration requires a real system lookup and possible goodwi…	1	Delayed order complaint with frustration requires a real system lookup and possible goodwill compensation from the human.