172 lines
5.2 KiB
Markdown
172 lines
5.2 KiB
Markdown
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<!--
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Generated: 2026-03-09 09:40:55
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Data: cleaned_data.csv (84 rows x 21 cols)
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Quality: 82.0/100
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Template: templates/iot_ops_report.md
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AI never accessed raw data rows - only aggregated tool results
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-->
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# 《XX品牌车联网运维分析报告》
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## 1. 整体问题分布与效率分析
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### 1.1 工单类型分布与趋势
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总工单数84单。
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其中：
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- TSP问题：1单 (1.19%)
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- APP问题：5单 (5.95%)
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- TBOX问题：16单 (19.05%)
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- 咨询类：45单 (53.57%)
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- 其他：17单 (20.24%)
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> （可增加环比变化趋势）
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---
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### 1.2 问题解决效率分析
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> （后续可增加环比变化趋势，如工单总流转时间、环比增长趋势图）
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| 工单类型 | 总数量 | 一线处理数量 | 反馈二线数量 | 平均时长(h) | 中位数(h) | 一次解决率(%) | TSP处理次数 |
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| --- | --- | --- | --- | --- | --- | --- | --- |
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| TSP问题 | 1 | | | 216 | 216 | | |
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| APP问题 | 5 | | | 354 | 354 | | |
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| TBOX问题 | 16 | | | 2140.5 | 2140.5 | | |
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| 咨询类 | 45 | | | 1224.528 | 984 | | |
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| 合计 | 67 | | | | | | |
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---
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### 1.3 问题车型分布
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| 车型 | 数量 | 占比 | 平均关闭时长(天) | 平均关闭时长(h) |
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| --- | --- | --- | --- | --- |
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| EXEED RX（T22） | 38 | 45.24% | 58.05 | 1393.2 |
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| JAECOO J7（T1EJ） | 22 | 26.19% | 53.59 | 1286.16 |
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| EXEED VX FL（M36T） | 17 | 20.24% | 39.12 | 938.88 |
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| CHERY TIGGO 9 (T28)） | 7 | 8.33% | 78.71 | 1889.04 |
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---
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## 2. 各类问题专题分析
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### 2.1 TSP问题专题
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当月总体情况概述：
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| 工单类型 | 总数量 | 海外一线处理数量 | 国内二线数量 | 平均时长(h) | 中位数(h) |
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| --- | --- | --- | --- | --- | --- |
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| TSP问题 | 1 | | | 216 | 216 |
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#### 2.1.1 TSP问题二级分类+三级分布
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本期无数据
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#### 2.1.2 TOP问题
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| 高频问题简述 | 关键词示例 | 原因 | 处理方式 | 占比约 |
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| --- | --- | --- | --- | --- |
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| 本期无数据 | | | | |
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> 聚类分析文件（需要输出）：[4-1TSP问题聚类.xlsx]
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---
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### 2.2 APP问题专题
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当月总体情况概述：
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| 工单类型 | 总数量 | 一线处理数量 | 反馈二线数量 | 一线平均处理时长(h) | 二线平均处理时长(h) | 平均时长(h) | 中位数(h) |
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| --- | --- | --- | --- | --- | --- | --- | --- |
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| APP问题 | 5 | | | | | 354 | 354 |
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#### 2.2.1 APP问题二级分类分布
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| 问题类型 | 数量 | 占比 | 平均关闭时长(天) | 平均关闭时长(h) |
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| --- | --- | --- | --- | --- |
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| Application | 4 | 4.76% | 14.75 | 354 |
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| Problem with auth in member center | 3 | 3.57% | 24.67 | 592.08 |
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#### 2.2.2 TOP问题
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| 高频问题简述 | 关键词示例 | 原因 | 处理方式 | 数量 | 占比约 |
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| --- | --- | --- | --- | --- | --- |
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| Application问题 | Application | | | 4 | 4.76% |
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| 会员中心认证问题 | Problem with auth in member center | | | 3 | 3.57% |
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> 聚类分析文件（需要输出）：[4-2APP问题聚类.xlsx]
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---
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### 2.3 TBOX问题专题
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> 总流转时间和环比增长趋势（可参考柱状+折线组合图）
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#### 2.3.1 TBOX问题二级分类分布
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| 问题类型 | 数量 | 占比 | 平均关闭时长(天) | 平均关闭时长(h) |
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| --- | --- | --- | --- | --- |
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| Remote control | 56 | 66.67% | 66.5 | 1596 |
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| Network | 6 | 7.14% | 24 | 576 |
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| Activation SIM | 2 | 2.38% | 142.5 | 3420 |
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#### 2.3.2 TOP问题
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| 高频问题简述 | 关键词示例 | 原因 | 处理方式 | 占比约 |
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| --- | --- | --- | --- | --- |
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| 远程控制问题 | Remote control | | | 66.67% |
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| 网络问题 | Network | | | 7.14% |
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| SIM激活问题 | Activation SIM | | | 2.38% |
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> 聚类分析文件：[4-3TBOX问题聚类.xlsx]
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---
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### 2.4 DMC专题
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> 总流转时间和环比增长趋势（可参考柱状+折线组合图）
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#### 2.4.1 DMC类二级分类分布与解决时长
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| 问题类型 | 数量 | 占比 | 平均关闭时长(天) | 平均关闭时长(h) |
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| --- | --- | --- | --- | --- |
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| DMC模块问题 | 1 | 1.19% | 40 | 960 |
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#### 2.4.2 TOP问题
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| 高频问题简述 | 关键词示例 | 原因 | 处理方式 | 占比约 |
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| --- | --- | --- | --- | --- |
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| DMC模块问题 | DMC | | | 1.19% |
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> 聚类分析文件（需要输出）：[4-4DMC问题处理.xlsx]
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---
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### 2.5 咨询类专题
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> 总流转时间和环比增长趋势（可参考柱状+折线组合图）
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#### 2.5.1 咨询类二级分类分布与解决时长
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| 问题类型 | 数量 | 占比 | 平均关闭时长(天) | 平均关闭时长(h) |
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| --- | --- | --- | --- | --- |
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| local O&M | 45 | 53.57% | 51.02 | 1224.48 |
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#### 2.5.2 TOP咨询
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| 高频问题简述 | 关键词示例 | 原因 | 处理方式 | 占比约 |
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| --- | --- | --- | --- | --- |
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| 本地运维问题 | local O&M | | | 53.57% |
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> 咨询类文件（需要输出）：[4-5咨询类问题处理.xlsx]
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---
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## 3. 建议与附件
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- 工单客诉详情见附件：
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- 数据质量分数：82.0/100
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- 关闭时长异常值：2个（277天、237天），占比2.38%
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- 责任人分布：Vsevolod处理31单（37.80%），Evgeniy处理28单（34.15%）
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- 来源分布：邮件46单（54.76%），Telegram bot 36单（42.86%）
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