25 lines
921 B
JavaScript
25 lines
921 B
JavaScript
'use strict';
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const test = require('node:test');
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const assert = require('node:assert/strict');
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const { createEscalation } = require('../src/escalation');
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const esc = createEscalation({ client: { sendPrivateNote: async () => {}, assignUser: async () => {} } });
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test('escalation: three consecutive fails -> level 2', () => {
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assert.equal(esc.shouldEscalate({ messagesProcessed: 3 }, 'policy_faq', 'high', 3, 2).level, 2);
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});
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test('escalation: low KB with no hits -> level 1', () => {
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assert.equal(esc.shouldEscalate({ messagesProcessed: 1 }, 'policy_faq', 'low', 0, 0).level, 1);
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});
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test('escalation: healthy -> level 0', () => {
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assert.equal(esc.shouldEscalate({ messagesProcessed: 1 }, 'policy_faq', 'high', 0, 3).level, 0);
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});
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test('escalation: appends localized human option', () => {
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const out = esc.appendEscalationOption('您好', '您好，订单怎么查');
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assert.match(out, /转人工/);
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});
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