v0.2.9 Structured Escalation & Triage

[Rcloudso]

Product impact

Upgrades free-text escalation records into traceable structured handoff packets
and adds a bilingual, read-only admin triage queue. Administrators can see
deterministic priority, category, risk, recommended queue, missing information,
cited conversation facts, and retrieval evidence without reconstructing the
case manually.

Implementation

• adds additive escalation_packets persistence, migration-safe legacy
  backfill, validated JSON fields, and queue indexes
• adds versioned deterministic routing for account security, complaints,
  refunds, orders, technical issues, general support, and legacy manual triage
• adds optional OpenAI-compatible extraction with a shared two-second deadline,
  latest-12-message context, strict schema validation, and verbatim provenance
• atomically persists assistant message, escalation log, packet, escalation
  marker, and session status
• adds authenticated, paginated, SQL-filtered escalation list/detail APIs
• adds /admin/escalations with Chinese/English, light/dark, keyboard source
  focus, responsive tables, and loading/empty/error states
• preserves public chat request/SSE fields, anonymous session ownership,
  SQLite, no-key operation, and optional conversation-detail packet

Verification

• EMBED_PROVIDER=other npm test
• FAQ evaluation: Top1/Top3/no-match 100% across 11 cases
• document evaluation: Top3 100%, MRR 0.958 across 12 cases
• mixed evaluation: 6/6 Top1
• quality evaluation: decision accuracy 100%, zero unsafe answers
• triage evaluation: category/priority/queue 100%, zero dangerous downgrade,
  zero account-security misroute
• Playwright API/Web: 45/45 passed
• EMBED_PROVIDER=other npm run build
• git diff --check

Known limits

This release is read-only triage. It does not add assignment, notes, resolution
actions, live takeover, order tools, refund execution, background workers, or
new infrastructure.

CI follow-up

The first CI run exposed a same-millisecond ordering race: escalation queries
used random UUID text as the tie-breaker after created_at, so an older record
could be selected as the latest item. The fix uses SQLite insertion order
(rowid DESC) as the stable tie-breaker and adds a deterministic regression
with adversarial UUID ordering.