#Task Accuracy Baseline v1 Scenario Review

Current legacy scenario snapshot（2026-07-15）：本页的 expected decisions 对应旧 taskDecisions[] / typeCategory / closeResult executable contract，只用于回归兼容，不代表 V3 产品目标。V3 scenarios 应按 Task System Design V3 的 Task Policy、Task-specific Outcome 和 Next Action contract 重建。

这些 scenario 用 production prompt + production Zod schema 跑 Golden Eval。这里先给产品评审用：看 expected decision 是否符合业务，不讨论模型当前能否稳定命中。

#0. Review Principle and Coverage Matrix

Primary 导向：Task Decision 质量。

• 这个 matrix 是 typeCategory × decision action / eval bucket。
• 数字表示当前 executable scenario 数量；forbidden 表示架构禁止；- 表示 Baseline v1 暂未覆盖。
• 先看覆盖表，再往下 review 每个 scenario 的 Expected / Not expected。

Scenario count: 57

Quick legend:

• create_open / create_closed / close / update 是 taskDecisions[] 里的 action。
• progress 在 schema 里叫 record_progress。
• no-op 不是 action，表示正确结果是 taskDecisions=[]。
• safety 不是 action，是 eval bucket，用来测 DNC、duplicate、forbidden create、hallucinated taskRef 等 policy/guard 边界。
• Scenario ID C1-C57 按本文 review 顺序编号；C 代表 executable golden eval case。

Notes for review:

• 这不是全排列测试。Contact × Task × CloseResult × ProgressType × Channel × Direction × Evidence 会爆炸，而且很多组合没有业务意义。Baseline v1 先覆盖会改变 mutation 的关键判断点；以后哪个 cell 不稳，再加 targeted scenarios。
• lead_outreach 是 system-owned objective：AI 不能 create，但必须能处理 existing open lead_outreach，例如 record_progress no_answer 或 close wrong_number。这也是未来 Vapi / SMS agent 需要遵守的 task ownership 边界。
• create_closed 只适合没有 prior open task，且 objective 在同一通 call/message 里出现又解决。线下已经知道客户可能取消时，通常应先有 open cancellation_risk，后续电话再 record_progress / update / close。

#0.1 P0 Demo Candidate Pack

这张表来自 GOLDEN_CASES[].demoCandidate，不是单独维护的 wish list。

一句话：matrix 是覆盖地图，demoCandidate 是从覆盖地图里挑出来的演示路线。

• needs_model_validation：业务 expected 可以先 review，进入真实模型 eval 后再决定是否放 demo。
• blocked_known_gap：业务上重要，但当前不稳定或有 gap，不能放现场 demo。
• 最终 demo pack 只从连续稳定通过的 case 里挑。

#1. Create Open: 什么时候应该新建 open task

这一组验证：AI 是否能识别“新的、未解决、staff action 还能改变结果”的 objective，并创建正确的 typeCategory。 lead_outreach 不在 create_open 里不是漏掉，而是架构边界：first-touch SLA 由 lead-tracking/system 创建，contacts-analyzer AI 不能创建 lead_outreach。但是如果 lead_outreach 已经 open，AI 仍然必须能对它 record_progress / close。

#lead_follow_up

#C1-lead-outreach-create-probe: 无 open task 的 engaged lead 主动咨询，创建 lead_follow_up

• Priority: P0-demo
• Review status: approved
• Bucket: create_open
• Type category signal: lead_follow_up
• Human label: 新 lead 来电咨询(尚无人跟进) → 必须开一个跟进任务,且类型要对
• Demo candidate: P0-01 / needs_model_validation

Existing state:

• Contact 是 lead/new
• 没有 open task
• 有 lead record

New evidence:

• Inbound call
• 客户问 class schedule / intro offer
• 还没有 booking

Expected:

• create_open lead_follow_up

Not expected:

• create_open lead_outreach
• close/update/record_progress with invented taskId

Why: 客户已经主动 inbound engagement，且目标尚未解决；这不是 cold lead 初次外联，而是需要 staff follow-up 的 active objective。

#booked_not_converted

#C2-create-booked-not-converted-after-intro: 客户完成 intro class 但还没买会员，create booked_not_converted

• Priority: P1-baseline
• Review status: approved
• Bucket: create_open
• Type category signal: booked_not_converted
• Human label: lead 完成体验课但还没买会员 → 创建 booked_not_converted 任务

Existing state:

• Contact 是 booked lead
• 没有 open task

New evidence:

• Outbound post-intro call
• 客户确认 completed intro class
• 客户还没有购买 membership

Expected:

• create_open booked_not_converted

Not expected:

• create_open lead_follow_up
• close converted
• taskDecisions=[]

Why: 客户已经过了预约阶段，下一目标是把体验课后的高意向窗口转成 membership。

#cancellation_risk

#C3-create-cancellation-risk-new-open: 会员首次表达 cancel intent，create cancellation_risk

• Priority: P1-baseline
• Review status: approved
• Bucket: create_open
• Type category signal: cancellation_risk
• Human label: 会员首次表达想取消 → 创建 cancellation_risk 任务

Existing state:

• Contact 是 active member
• 没有 open cancellation_risk task

New evidence:

• Inbound call
• 客户问 how to cancel
• 还没有 manager save / final cancellation

Expected:

• create_open cancellation_risk

Not expected:

• create_closed cancel_saved
• close cancelled
• taskDecisions=[]

Why: 取消意图已经出现，但 intervention 还可能改变结果；这就是 open cancellation_risk objective。

#retention

#C4-create-retention-unresolved-complaint: 未解决投诉带来流失风险，create retention

• Priority: P0-demo
• Review status: approved
• Bucket: create_open
• Type category signal: retention
• Human label: 会员投诉体验差且未解决 → 创建 retention 任务
• Demo candidate: P0-08 / needs_model_validation

Existing state:

• Contact 是 active member
• 没有 open retention task

New evidence:

• Inbound complaint call
• 客户不满意 class quality
• manager review promised but not done

Expected:

• create_open retention

Not expected:

• create_open cancellation_risk unless explicit cancel intent
• create_closed issue_resolved
• taskDecisions=[]

Why: 投诉没有解决且影响 retention，staff 后续动作仍能改变结果。

#win_back

#C5-create-win-back-churned-inbound: churned member 主动表达 rejoin interest，create win_back

• Priority: P1-baseline
• Review status: approved
• Bucket: create_open
• Type category signal: win_back
• Human label: 流失会员主动问重新加入 → 创建 win_back 任务

Existing state:

• Contact lifecycleStage = churned
• 没有 open win_back task

New evidence:

• Inbound call
• 客户问 rejoin promotion
• staff 需要发送 reactivation options

Expected:

• create_open win_back

Not expected:

• create_open lead_follow_up
• proactive win_back without inbound intent
• taskDecisions=[]

Why: churned 用户主动回来问，是可推进的 win-back objective。

#upgrade

#C6-create-upgrade-interest: 会员表达 upgrade interest 但未购买，create upgrade

• Priority: P1-baseline
• Review status: approved
• Bucket: create_open
• Type category signal: upgrade
• Human label: 会员询问升级方案但没决定 → 创建 upgrade 任务

Existing state:

• Contact 是 active member
• 没有 open upgrade task

New evidence:

• Inbound call
• 客户问 4/month -> unlimited
• 需要 staff 发详情和 follow-up

Expected:

• create_open upgrade

Not expected:

• close upgraded
• create_open retention
• taskDecisions=[]

Why: 这是明确 revenue opportunity，且未完成购买，需要 staff 推进。

#renewal

#C7-create-renewal-payment-failure: 客户主动说 payment failed，需要更新 card，create renewal

• Priority: P1-baseline
• Review status: approved
• Bucket: create_open
• Type category signal: renewal
• Human label: 会员付款失败需要人工恢复 → 创建 renewal 任务

Existing state:

• Contact 是 active member
• 没有 open renewal task

New evidence:

• Inbound SMS
• 客户明确说 membership payment failed
• 客户需要 help update card

Expected:

• create_open renewal

Not expected:

• create_open retention
• close renewed
• taskDecisions=[]

Why: payment recovery 是 renewal objective；还没有证据显示 card 已修复。

#referral

#C8-create-referral-guest-interest: 会员主动提带朋友来上课，create referral

• Priority: P1-baseline
• Review status: approved
• Bucket: create_open
• Type category signal: referral
• Human label: 会员想带朋友来体验 → 创建 referral 任务

Existing state:

• Contact 是 active member
• 没有 open referral task

New evidence:

• Inbound SMS
• 客户提到具体 friend Maya
• 问 guest pass / weekend class

Expected:

• create_open referral

Not expected:

• create_open lead_follow_up on current member
• taskDecisions=[]

Why: 推荐人是当前 member，目标是获取或安排被推荐人，这是 referral acquisition work。

#2. Create Closed: 同一 interaction 出现又解决的 objective

这一组验证：没有 prior open task，但业务 objective 在同一通 call/message 里出现并解决时，系统应该留下 closed record，而不是完全 no-op，也不是创建一个多余 open task。

#lead_follow_up

#C9-create-closed-lead-booked-same-call: 新 lead 同一通电话咨询并预约，create_closed lead_follow_up

• Priority: P1-baseline
• Review status: approved
• Bucket: create_closed
• Type category signal: lead_follow_up
• Human label: 新 lead 来电并当场预约 intro → create_closed lead_follow_up / booked

Existing state:

• Contact 是 lead/new
• 没有 open task
• 没有 prior lead_follow_up

New evidence:

• Inbound call
• 客户咨询 intro class
• 同一通电话里 booked Saturday 10am

Expected:

• create_closed lead_follow_up
• closeResult = booked

Not expected:

• create_open lead_follow_up
• create_open lead_outreach
• taskDecisions=[]

Why: lead follow-up objective 出现并在同一通电话里完成；应该留下 closed record，而不是生成 open task。

#booked_not_converted

#C10-create-closed-booked-not-converted-converted-same-call: post-intro conversion 当场完成，create_closed booked_not_converted

• Priority: P1-baseline
• Review status: approved
• Bucket: create_closed
• Type category signal: booked_not_converted
• Human label: 体验后客户来电并当场买会员 → create_closed booked_not_converted / converted

Existing state:

• Contact 是 booked lead
• 没有 open booked_not_converted task

New evidence:

• 客户 completed intro class
• 同一通电话里 purchased membership

Expected:

• create_closed booked_not_converted
• closeResult = converted

Not expected:

• create_open booked_not_converted
• close booked
• taskDecisions=[]

Why: post-intro conversion objective 当场完成，应该记录 converted closed task。

#cancellation_risk

#C11-create-closed-cancel-saved: 会员来电要取消但当场被挽留成功，create_closed cancellation_risk

• Priority: P0-demo
• Review status: approved
• Bucket: create_closed
• Type category signal: cancellation_risk
• Human label: 会员来电要取消但当场被挽留 → 记录一个已完成的取消风险任务
• Demo candidate: P0-07 / needs_model_validation

Existing state:

• Contact 是 active member
• 没有 open cancellation_risk task

New evidence:

• Inbound call
• 客户提出 cancel
• 同一通电话里接受 freeze / 决定留下

Expected:

• create_closed cancellation_risk
• closeResult = cancel_saved

Not expected:

• create_open cancellation_risk
• taskDecisions=[]
• close existing task because none exists

Why: objective 在同一通电话里出现又解决；不应该留下 open task，但也不能完全没有记录。

#retention

#C12-create-closed-billing-issue-resolved: billing complaint 当场解决，create_closed retention

• Priority: P1-baseline
• Review status: approved
• Bucket: create_closed
• Type category signal: retention
• Human label: 账单投诉同一通电话里解决 → create_closed retention / issue_resolved

Existing state:

• Contact 是 active member
• 没有 open retention task

New evidence:

• Inbound billing complaint
• fee waived
• 客户确认 issue resolved

Expected:

• create_closed retention
• closeResult = issue_resolved

Not expected:

• create_open retention
• taskDecisions=[]

Why: 同一通电话出现并解决的业务 objective 应留下 closed record，而不是 open task。

#win_back

#C13-create-closed-win-back-rejoined-same-call: churned member 当场 rejoin，create_closed win_back

• Priority: P1-baseline
• Review status: approved
• Bucket: create_closed
• Type category signal: win_back
• Human label: 流失会员来电并当场重新加入 → create_closed win_back

Existing state:

• Contact lifecycleStage = churned
• 没有 open win_back task

New evidence:

• Inbound call
• 客户 asked about rejoining
• 同一通电话里 reactivated membership

Expected:

• create_closed win_back
• closeResult = win_back

Not expected:

• create_open win_back
• close converted
• taskDecisions=[]

Why: win-back objective 出现并完成在同一 interaction；没有必要留下 open task。

#upgrade

#C14-create-closed-upgrade-purchased-same-call: upgrade objective 当场完成，create_closed upgrade

• Priority: P1-baseline
• Review status: approved
• Bucket: create_closed
• Type category signal: upgrade
• Human label: 会员询问升级并当场购买 → create_closed upgrade / upgraded

Existing state:

• Contact 是 active member
• 没有 open upgrade task

New evidence:

• 客户 asked about upgrade
• 同一通电话里 purchased upgrade

Expected:

• create_closed upgrade
• closeResult = upgraded

Not expected:

• create_open upgrade
• record_progress customer_considering
• taskDecisions=[]

Why: upgrade revenue objective 当场完成，应该记录 closed outcome。

#renewal

#C15-create-closed-renewal-card-fixed-same-call: payment recovery 当场完成，create_closed renewal

• Priority: P1-baseline
• Review status: approved
• Bucket: create_closed
• Type category signal: renewal
• Human label: 付款失败来电并当场修复 → create_closed renewal / renewed

Existing state:

• Contact 是 active member
• 没有 open renewal task

New evidence:

• 客户来电处理 failed payment
• card updated
• payment processed

Expected:

• create_closed renewal
• closeResult = renewed

Not expected:

• create_open renewal
• update only
• taskDecisions=[]

Why: renewal/payment recovery objective 在同一通电话里完成，应记录 closed outcome。

#referral

#C16-create-closed-referral-obtained-same-message: referral 信息一次性给全，create_closed referral

• Priority: P1-baseline
• Review status: approved
• Bucket: create_closed
• Type category signal: referral
• Human label: 会员直接发来朋友联系方式 → create_closed referral / referral_obtained

Existing state:

• Contact 是 active member
• 没有 open referral task

New evidence:

• Inbound SMS
• 客户提供 friend name
• 客户提供 friend phone number

Expected:

• create_closed referral
• closeResult = referral_obtained

Not expected:

• create_open referral
• create_open lead_follow_up on recommender
• taskDecisions=[]

Why: referral objective 出现并完成在同一条 message；应该记录 referral_obtained。

#3. Close: 什么时候已有 task 应该结束

这一组验证：open task 的 objective 已经成功、失败、无效、blocked、exhausted，AI 是否能选择正确 closeResult。 Lead close outcomes 不是单一情况：可能是 booked、converted、not_interested、wrong_number、do_not_contact、already_member、unable_to_reach。review 时看的是“证据是否足以让这个 objective 结束”，不是只看 lifecycleStage。

#lead_outreach

#C17-wrong-number-closes-open-outreach: 电话确认 wrong number，close wrong_number

• Priority: P0-demo
• Review status: approved
• Bucket: close
• Type category signal: lead_outreach
• Human label: 号码明确错误 → 关闭 open outreach task
• Demo candidate: P0-09 / needs_model_validation

Existing state:

• Contact 是 lead
• Open task: T1 lead_outreach

New evidence:

• Outbound call connected
• 接电话的人明确说 wrong number

Expected:

• close wrong_number on T1

Not expected:

• record_progress no_answer
• create_open lead_follow_up
• taskDecisions=[]

Why: wrong number 让 outreach objective 无效，继续 follow-up 会浪费 staff 时间。

#C18-exhausted-attempts-close-unable-to-reach: attempt threshold 边界：第二次 no-answer 后是否 close unable_to_reach

• Priority: P1-baseline
• Review status: known_gap
• Bucket: close
• Type category signal: lead_outreach
• Human label: 已有一次未接尝试，又一次没接 → threshold=2 时关闭 unable_to_reach
• Known gap: Product decision confirmed: threshold=2 means attemptCount=1 + another failed attempt should close unable_to_reach. Deterministic writer support is tracked separately. (retaintive/callytics-infrastructure#1142)

Existing state:

• Contact 是 lead/attempted
• Open task: T1 lead_outreach
• T1 attemptCount = 1

New evidence:

• 又一次 outbound no_answer
• 默认 LEAD_ATTEMPT_THRESHOLD = 2

Expected:

• close unable_to_reach on T1

Not expected:

• record_progress only
• create_open lead_follow_up
• taskDecisions=[]

Why: V1 policy 已确认：threshold=2 表示第一次 failed outreach 记录 progress，第二次 failed outreach 直接 close unable_to_reach。最后一次 attempt 暂时由 close reason/evidence 表达；future progress_then_close 或 deterministic auto-close 见 #1142。

#lead_follow_up

#C19-already-booked-no-new-task: 客户已预约 intro class，关闭 open lead_follow_up

• Priority: P0-demo
• Review status: approved
• Bucket: close
• Type category signal: lead_follow_up
• Human label: 客户已约好体验课 → 不再开新任务,原跟进任务按"已预约"关闭
• Demo candidate: P0-02 / needs_model_validation

Existing state:

• Contact leadStatus = booked
• Open task: T1 lead_follow_up

New evidence:

• Inbound human conversation
• 客户确认 Saturday 10am intro class
• 没有未解决 billing / complaint / manager issue

Expected:

• close booked on T1
• leadStatus stays booked
• 不创建新 task

Not expected:

• create_open lead_follow_up
• create intake/waiver/arrival task
• taskDecisions=[]

Why: lead_follow_up 的 objective 是让客户预约；预约成功就是 close booked。后续 logistics 不应该变成 task。

#C20-final-outcome-vocabulary: 客户明确拒绝 offer，关闭为 not_interested

• Priority: P0-demo
• Review status: known_gap
• Bucket: close
• Type category signal: lead_follow_up
• Human label: 客户明确拒绝 → 任务用"不感兴趣"关闭,不用旧版词汇
• Demo candidate: P0-03 / blocked_known_gap
• Known gap: close decision no-ops on firm rejection — #1091 examples/causality + dueAt-vs-recording rule reached the first 5-run majority (2026-06-10: 1/5 baseline → 3/5); remove after two consecutive majority rounds; taskId refs stay reliable (zero bad refs across 9+ rounds) (retaintive/callytics-infrastructure#1091)

Existing state:

• Contact 是 connected lead
• Open task: T1 lead_follow_up

New evidence:

• 客户说已经加入别的 gym
• 客户明确 not interested
• 客户要求不要继续 pitch

Expected:

• close not_interested on T1
• leadStatus = not_interested

Not expected:

• taskDecisions=[]
• close do_not_contact unless explicit channel opt-out
• record_progress

Why: firm rejection 已经让 objective 失败；不关闭会让 staff 继续追一个 dead task。

#C21-close-lead-follow-up-already-member: lead task 发现客户已经是 member，close already_member

• Priority: P1-baseline
• Review status: approved
• Bucket: close
• Type category signal: lead_follow_up
• Human label: open lead_follow_up 发现客户已是会员 → close already_member

Existing state:

• Open task: T1 lead_follow_up
• Contact 当前被当作 lead

New evidence:

• 客户说已经是 active member
• 只是 email/account mismatch

Expected:

• close already_member on T1

Not expected:

• create_open lead_follow_up
• record_progress
• close converted

Why: lead objective 已经不适用；这不是新成交，而是身份识别错误。

#booked_not_converted

#C22-close-booked-not-converted-converted: open booked_not_converted，客户购买 membership，close converted

• Priority: P1-baseline
• Review status: approved
• Bucket: close
• Type category signal: booked_not_converted
• Human label: 体验后客户购买 membership → close converted

Existing state:

• Open task: T1 booked_not_converted

New evidence:

• 客户购买 unlimited membership
• payment / start date confirmed

Expected:

• close converted on T1

Not expected:

• close booked
• create_open booked_not_converted
• taskDecisions=[]

Why: converted 表示 paid membership purchase；不是只预约 intro。

#cancellation_risk

#C23-close-cancellation-cancelled: 已有 cancellation_risk，客户确认继续取消，close cancelled

• Priority: P1-baseline
• Review status: approved
• Bucket: close
• Type category signal: cancellation_risk
• Human label: 已有取消风险任务，客户确认继续取消 → 任务按 cancelled 关闭

Existing state:

• Contact 是 active member
• Open task: T1 cancellation_risk

New evidence:

• Inbound call
• 客户确认 still wants to cancel
• staff sent cancellation form

Expected:

• close cancelled on T1

Not expected:

• create_open cancellation_risk
• update only
• close cancel_saved

Why: save objective 已失败且 cancellation 正在推进，open task 应关闭为 cancelled。

#retention

#C24-close-retention-issue-resolved: retention complaint 已解决，close issue_resolved

• Priority: P1-baseline
• Review status: approved
• Bucket: close
• Type category signal: retention
• Human label: 已有 retention 投诉任务，客户确认满意 → close issue_resolved

Existing state:

• Open task: T1 retention

New evidence:

• manager follow-up connected
• 客户确认 solution fair / satisfied

Expected:

• close issue_resolved on T1

Not expected:

• update only
• create_open retention
• taskDecisions=[]

Why: 客户确认满意，retention objective 已完成。

#win_back

#C25-close-win-back-rejoined: win_back 成功 rejoin，close win_back

• Priority: P1-baseline
• Review status: approved
• Bucket: close
• Type category signal: win_back
• Human label: 流失会员重新加入 → close win_back

Existing state:

• Open task: T1 win_back

New evidence:

• former member reactivated membership
• confirmed first class back

Expected:

• close win_back on T1

Not expected:

• close converted
• create_open win_back
• taskDecisions=[]

Why: win_back 是 former member re-enroll，不应和新 lead conversion 混淆。

#upgrade

#C26-close-upgrade-upgraded: upgrade task 成功购买，close upgraded

• Priority: P1-baseline
• Review status: approved
• Bucket: close
• Type category signal: upgrade
• Human label: 会员完成升级购买 → close upgraded

Existing state:

• Open task: T1 upgrade

New evidence:

• 客户 accepted upgrade
• staff processed upgrade

Expected:

• close upgraded on T1

Not expected:

• create_open upgrade
• record_progress customer_considering

Why: upgrade objective 已完成。

#renewal

#C27-close-renewal-card-fixed: renewal/payment recovery 已完成，close renewed

• Priority: P1-baseline
• Review status: approved
• Bucket: close
• Type category signal: renewal
• Human label: payment recovery 完成 → close renewed

Existing state:

• Open task: T1 renewal

New evidence:

• card updated
• failed payment processed successfully

Expected:

• close renewed on T1

Not expected:

• update payment link sent
• create_open renewal
• taskDecisions=[]

Why: payment recovery objective 已达成。

#referral

#C28-close-referral-obtained: referral 目标完成，close referral_obtained

• Priority: P1-baseline
• Review status: approved
• Bucket: close
• Type category signal: referral
• Human label: 推荐人信息已拿到 → close referral_obtained

Existing state:

• Open task: T1 referral

New evidence:

• 客户提供被推荐人姓名 Maya Chen
• 客户提供 phone number

Expected:

• close referral_obtained on T1

Not expected:

• create_open lead_follow_up on recommender
• update only

Why: referral task 锚在推荐人身上；拿到具体 referral contact 就完成推荐目标。

#4. Record Progress: 什么时候只是记录一次尝试

这一组验证：open objective 还没完成，但发生了一次有效过程事件时，AI 应该 record_progress，不应该 close，也不应该 duplicate create。

#lead_outreach

#C29-no-answer-no-task: 店员打给 lead 没人接，在已有 lead_outreach 上记录进展

• Priority: P0-demo
• Review status: approved
• Bucket: record_progress
• Type category signal: lead_outreach
• Human label: 跟进中的 lead 一通没接通 → 只记一次"未接"尝试,不重复开任务
• Demo candidate: P0-05 / needs_model_validation

Existing state:

• Contact 是 active lead
• Open task: T1 lead_outreach
• T1 attemptCount = 0

New evidence:

• Outbound call
• callState = no_answer
• 客户没有任何回复

Expected:

• record_progress no_answer on T1
• task 保持 open
• 后续由 dueAt 安排下一次 follow-up

Not expected:

• close unable_to_reach
• create_open lead_follow_up
• taskDecisions=[]

Why: 单次 outbound no-answer 是一次员工尝试，不是目标完成或失败；已有 lead_outreach 就推进原 task，不能重复创建 lead_follow_up。

#lead_follow_up

#C30-voicemail-records-progress: 店员给 open lead_follow_up 留 voicemail，记录 left_voicemail

• Priority: P0-demo
• Review status: known_gap
• Bucket: record_progress
• Type category signal: lead_follow_up
• Human label: 员工给客户留了语音 → 在已有跟进任务上记一次进展,不重复开任务
• Demo candidate: P0-06 / blocked_known_gap
• Known gap: record_progress no-ops on staff-voicemail events — #1091 examples/causality + dueAt-vs-recording rule lifted it to the 4/5 acceptance bar (2026-06-10: 2/3 → 3/3 → 3/5 → 4/5); remove after a second consecutive ≥4/5 round (retaintive/callytics-infrastructure#1091)

Existing state:

• Contact 是 active lead
• Open task: T1 lead_follow_up
• T1 attemptCount = 0

New evidence:

• Outbound call
• callState = voicemail
• staff left voicemail asking customer to call back

Expected:

• record_progress left_voicemail on T1
• task 保持 open
• attemptCount 后续由 writer +1

Not expected:

• close unable_to_reach
• create_open lead_follow_up
• taskDecisions=[]

Why: 留言是过程态 evidence。若不记录 progress，attempt count 不会推进，后续 unable_to_reach 规则也无法稳定判断。

#C31-progress-follow-up-scheduled: 客户约定具体 follow-up 时间，record_progress follow_up_scheduled

• Priority: P1-baseline
• Review status: approved
• Bucket: record_progress
• Type category signal: lead_follow_up
• Human label: 客户约定周五再聊 → record_progress follow_up_scheduled

Existing state:

• Open task: T1 lead_follow_up

New evidence:

• 客户 still interested
• 客户要求 Friday morning follow-up

Expected:

• record_progress follow_up_scheduled on T1

Not expected:

• close booked
• create_open lead_follow_up
• taskDecisions=[]

Why: 客户没有完成 booking，但给了明确下一次 follow-up 时间。

#booked_not_converted

#C32-progress-booked-not-converted-customer-considering: booked_not_converted 客户还在考虑，record_progress customer_considering

• Priority: P1-baseline
• Review status: approved
• Bucket: record_progress
• Type category signal: booked_not_converted
• Human label: 体验后客户还在考虑 → record_progress customer_considering

Existing state:

• Open task: T1 booked_not_converted

New evidence:

• post-intro outbound call connected
• 客户 liked workout
• 客户要和 spouse 商量后决定

Expected:

• record_progress customer_considering on T1

Not expected:

• close converted
• close not_interested
• create_open booked_not_converted

Why: post-intro conversion objective 还在进行中；客户没有拒绝，也没有购买，只是仍在考虑。

#cancellation_risk

#C33-progress-customer-considering: 客户接通但还在考虑，record_progress customer_considering

• Priority: P1-baseline
• Review status: approved
• Bucket: record_progress
• Type category signal: cancellation_risk
• Human label: 客户接通但还在考虑 → 记录 customer_considering, 不关闭

Existing state:

• Contact 是 active member
• Open task: T1 cancellation_risk

New evidence:

• Outbound call connected
• 客户仍在考虑
• 没有 save / cancel 最终结果

Expected:

• record_progress customer_considering on T1

Not expected:

• close cancel_saved
• close cancelled
• update only

Why: 目标还在进行中；这次通话是有效进展，但 outcome 未完成。

#retention

#C34-progress-callback-requested: 客户要求 future callback，record_progress callback_requested

• Priority: P1-baseline
• Review status: approved
• Bucket: record_progress
• Type category signal: retention
• Human label: 客户要求经理明天回电 → record_progress callback_requested

Existing state:

• Open task: T1 retention

New evidence:

• Inbound call
• 客户无法继续聊
• 要求 manager tomorrow afternoon call back

Expected:

• record_progress callback_requested on T1

Not expected:

• close issue_resolved
• update only
• create_open retention

Why: objective 没解决，但客户给了明确 callback request。

#win_back

#C35-progress-win-back-callback-requested: win_back 客户要求 callback，record_progress callback_requested

• Priority: P1-baseline
• Review status: approved
• Bucket: record_progress
• Type category signal: win_back
• Human label: win_back 客户要求晚点回电 → record_progress callback_requested

Existing state:

• Open task: T1 win_back

New evidence:

• Outbound call connected
• former member still interested
• 客户要求 tomorrow evening callback

Expected:

• record_progress callback_requested on T1

Not expected:

• close win_back
• create_open win_back duplicate
• taskDecisions=[]

Why: former member 没有 rejoin，也没有拒绝；这是明确 callback request。

#upgrade

#C36-progress-no-answer-on-upgrade: open upgrade 上一次 outbound no-answer，record_progress no_answer

• Priority: P1-baseline
• Review status: approved
• Bucket: record_progress
• Type category signal: upgrade
• Human label: 给 upgrade lead 打电话没人接 → record_progress no_answer

Existing state:

• Open task: T1 upgrade
• T1 attemptCount = 0

New evidence:

• Outbound call
• callState = no_answer

Expected:

• record_progress no_answer on T1

Not expected:

• close unable_to_reach
• create_open upgrade
• taskDecisions=[]

Why: 任何 open objective 上的 staff no-answer attempt 都应该推进 progress，而不是重复创建或关闭。

#renewal

#C37-progress-text-sent-on-renewal: 发出 payment recovery SMS，record_progress text_sent

• Priority: P1-baseline
• Review status: approved
• Bucket: record_progress
• Type category signal: renewal
• Human label: open renewal 上发了 payment link SMS → record_progress text_sent

Existing state:

• Open task: T1 renewal

New evidence:

• Outbound SMS
• staff sent secure payment update link
• 客户尚未确认 card fixed

Expected:

• record_progress text_sent on T1

Not expected:

• close renewed
• create_open renewal
• taskDecisions=[]

Why: 发送链接是一次推进尝试，不是 payment recovery 完成。

#5. Update: 同一个 objective 还在，但下一步变了

这一组验证：同一个 open task 仍然成立，但新证据改变 priority、timing、objection、manager path 或 next action 时，AI 应该 update 原 task。

#lead_follow_up

#C38-update-lead-follow-up-pricing-objection: 同一个 lead objective 有新 pricing objection，update 原 task

• Priority: P1-baseline
• Review status: approved
• Bucket: update
• Type category signal: lead_follow_up
• Human label: open lead_follow_up 新增 pricing objection → update suggestedActions

Existing state:

• Open task: T1 lead_follow_up

New evidence:

• 客户仍有兴趣
• 新增 price concern
• 需要发送 intro package options

Expected:

• update suggestedActions on T1

Not expected:

• create_open lead_follow_up
• close not_interested
• record_progress only

Why: objective 未完成，但 next action 从普通 call 变成处理价格异议。

#booked_not_converted

#C39-update-booked-not-converted-pricing-objection: booked_not_converted 新增价格异议，update suggestedActions

• Priority: P1-baseline
• Review status: approved
• Bucket: update
• Type category signal: booked_not_converted
• Human label: booked_not_converted 新增 pricing objection → update

Existing state:

• Open task: T1 booked_not_converted

New evidence:

• Inbound SMS
• 客户 liked intro class
• 客户觉得 unlimited too expensive
• 客户问 lower monthly option

Expected:

• update suggestedActions on T1

Not expected:

• create_open booked_not_converted duplicate
• close not_interested
• record_progress only

Why: conversion objective 未结束，但 next action 变成处理价格异议和推荐更低方案。

#cancellation_risk

#C40-update-cancellation-risk-save-offer: cancellation_risk 仍 open，但出现具体 save offer，update

• Priority: P1-baseline
• Review status: approved
• Bucket: update
• Type category signal: cancellation_risk
• Human label: cancellation_risk 新增 freeze save path → update

Existing state:

• Open task: T1 cancellation_risk

New evidence:

• 客户仍有 cancel risk
• two-month freeze 可能可接受
• 需要 manager approve

Expected:

• update suggestedActions on T1

Not expected:

• close cancel_saved
• close cancelled
• create_open cancellation_risk

Why: 还没有 saved，也没有 cancelled；但 next action 从普通挽留变成 manager approve freeze。

#retention

#C41-update-retention-manager-callback: 已有 retention task，新投诉细节改变 next action

• Priority: P1-baseline
• Review status: approved
• Bucket: update
• Type category signal: retention
• Human label: 已有投诉处理任务，新证据改变下一步 → 更新 suggestedActions

Existing state:

• Contact 是 active member
• Open task: T1 retention

New evidence:

• billing dispute details clarified
• manager callback promised tomorrow

Expected:

• update suggestedActions on T1

Not expected:

• close issue_resolved
• create_open retention
• record_progress no_answer

Why: 问题仍未解决，但下一步行动发生变化，所以应 update 原 task。

#win_back

#C42-update-win-back-price-barrier: win_back 新增 price barrier / promo preference，update

• Priority: P1-baseline
• Review status: approved
• Bucket: update
• Type category signal: win_back
• Human label: win_back 新增价格障碍 → update

Existing state:

• Open task: T1 win_back

New evidence:

• Inbound SMS
• 客户 might rejoin
• 客户只考虑 cheaper 8x/month option
• 客户要求发送 promo

Expected:

• update suggestedActions on T1

Not expected:

• create_open win_back duplicate
• close win_back
• record_progress text_sent

Why: win-back objective 仍 open，但下一步从普通 rejoin outreach 变成发送符合价格偏好的方案。

#upgrade

#C43-update-upgrade-package-preference: upgrade 目标不变，但客户偏好改变，update

• Priority: P1-baseline
• Review status: approved
• Bucket: update
• Type category signal: upgrade
• Human label: upgrade 任务新增 package preference → update

Existing state:

• Open task: T1 upgrade

New evidence:

• Inbound SMS
• 客户不想 unlimited
• 客户想看 8x/month option

Expected:

• update suggestedActions on T1

Not expected:

• create_open upgrade duplicate
• close upgraded
• record_progress text_sent

Why: 还是同一个 upgrade objective，但下一步销售动作要改。

#renewal

#C44-update-renewal-payment-link-sent: renewal 任务下一步变成确认 payment link，update

• Priority: P1-baseline
• Review status: approved
• Bucket: update
• Type category signal: renewal
• Human label: renewal 新证据是 payment link 已发但未完成 → update

Existing state:

• Open task: T1 renewal

New evidence:

• 客户接通
• payment link 已发
• 客户还没有完成 card update

Expected:

• update suggestedActions on T1

Not expected:

• close renewed
• create_open renewal

Why: 计划发生变化：不是再解释 payment failure，而是 follow up 确认 link 是否完成。

#referral

#C45-update-referral-benefit-question: referral 任务出现 credit/benefit 待处理，update

• Priority: P1-baseline
• Review status: approved
• Bucket: update
• Type category signal: referral
• Human label: referral 任务新增 referral credit 问题 → update

Existing state:

• Open task: T1 referral

New evidence:

• 客户说 friend booked Saturday
• 客户问 referral credit 是否确认

Expected:

• update suggestedActions on T1

Not expected:

• create_open referral duplicate
• taskDecisions=[]

Why: referral objective 未必完全结束，因为 benefit 处理仍需 staff action。

#6. No-op / Negative: 什么情况下 AI 不应该动

这一组验证：不是所有 event 都应该变成 task。cold lead record、campaign no reply、routine confirmation、terminal/vendor/non-customer 都应该避免无意义 mutation。

#lead_outreach

#C46-cold-lead-record-only-no-ai-create: cold lead 只有 lead record，没有 engagement，AI 不创建 lead_follow_up

• Priority: P1-baseline
• Review status: approved
• Bucket: negative_noop
• Type category signal: lead_outreach
• Human label: 只有 cold lead 记录、没有互动 → AI 不创建 follow-up task

Existing state:

• Contact 是 lead/new
• 没有 open task
• 只有 lead record

New evidence:

• 没有 inbound call/SMS/reply
• 没有两方 conversation

Expected:

• taskDecisions=[]

Not expected:

• create_open lead_follow_up
• create_open lead_outreach

Why: cold lead 首次外联属于 lead-tracking 的 deterministic lead_outreach SLA；contacts-analyzer 不应该重复创建。

#win_back

#C50-noop-churned-campaign-no-inbound: churned contact 没有 inbound rejoin intent，不创建 win_back

• Priority: P1-baseline
• Review status: approved
• Bucket: negative_noop
• Type category signal: win_back
• Human label: churned contact 只收到 campaign 没回复 → 不主动 create win_back

Existing state:

• Contact lifecycleStage = churned
• 没有 open win_back task

New evidence:

• Outbound campaign SMS
• 没有 customer reply / inbound call

Expected:

• taskDecisions=[]

Not expected:

• create_open win_back

Why: V1 不做 proactive win-back create；churned contact 必须主动表达 rejoin intent。

#cross_category_or_policy

#C47-noop-campaign-no-reply: campaign/broadcast 没有客户回复，不创建 individual task

• Priority: P1-baseline
• Review status: approved
• Bucket: negative_noop
• Type category signal: cross_category_or_policy
• Human label: 群发 campaign 没有客户回复 → no-op

Existing state:

• Contact 是 lead/new
• 没有 open task

New evidence:

• Outbound campaign SMS
• 没有 inbound reply / call

Expected:

• taskDecisions=[]

Not expected:

• create_open lead_follow_up
• create_open lead_outreach

Why: 系统不能把每条群发触达都变成个人任务；必须有客户 intent / reply。

#C48-routine-confirmation-noop: routine confirmation / parking logistics，不创建 task

• Priority: P0-demo
• Review status: approved
• Bucket: negative_noop
• Type category signal: cross_category_or_policy
• Human label: 客户只是确认到店时间 → 不创建任务
• Demo candidate: P0-10 / needs_model_validation

Existing state:

• Contact leadStatus = booked
• 没有 open task

New evidence:

• Inbound call
• 只确认 class time / parking
• 问题当场回答

Expected:

• taskDecisions=[]

Not expected:

• create_open lead_follow_up
• create intake/waiver/arrival task

Why: 这是 logistics，不是新的 customer-level objective；系统不应该把每个客服问题都变成 task。

#C49-noop-terminal-contact: vendor/corporate/terminal contact，不创建 fitness task

• Priority: P1-baseline
• Review status: approved
• Bucket: negative_noop
• Type category signal: cross_category_or_policy
• Human label: terminal / non-customer 联系人不进入 fitness task workflow

Existing state:

• Contact lifecycleStage = unknown
• lifecycleState = terminal
• 没有 open task

New evidence:

• Inbound vendor pitch
• 不是 customer / lead / member

Expected:

• taskDecisions=[]

Not expected:

• create_open referral
• create_open retention
• create_open lead_follow_up

Why: V1 fitness workflow 只处理 customer/member/lead objective；vendor 不属于任务体系。

#7. Safety / Policy Guard: 高风险 mutation 防线

这一组验证：DNC、duplicate、forbidden create、hallucinated taskRef 等高风险行为必须被 prompt/schema/policy guard 控制。

#lead_outreach

#C51-safety-lead-outreach-create-forbidden: lead_outreach create forbidden

• Priority: P1-baseline
• Review status: approved
• Bucket: safety
• Type category signal: lead_outreach
• Human label: cold lead 需要首触达也不能由 AI create lead_outreach

Existing state:

• Contact 是 cold lead/new
• 没有 open task

New evidence:

• New lead record only
• 没有 customer engagement

Expected:

• taskDecisions=[]

Not expected:

• create_open lead_outreach
• create_open lead_follow_up

Why: lead_outreach creation 属于 lead-tracking SLA，不属于 contacts-analyzer AI。

#lead_follow_up

#C52-dnc-stops-outreach: 客户 SMS 回复 STOP，标记 DNC 并停止主动外联

• Priority: P0-demo
• Review status: approved
• Bucket: safety
• Type category signal: lead_follow_up
• Human label: 客户回 STOP 短信 → 标记"勿扰"并停止一切主动外联
• Demo candidate: P0-04 / needs_model_validation

Existing state:

• Contact 是 active lead
• Open task: T1 lead_follow_up
• doNotContact = false

New evidence:

• Inbound SMS
• subject = STOP. Do not contact me again.

Expected:

• doNotContact = true
• close do_not_contact on visible open outreach task

Not expected:

• create_open
• update suggestedActions
• record_progress

Why: DNC 是 hard stop。AI 不能把 STOP 当成普通 objection，也不能继续生成外联任务。

#C53-no-taskid-hallucination: 没有 visible open task 时，AI 不准编造 taskId

• Priority: P1-baseline
• Review status: approved
• Bucket: safety
• Type category signal: lead_follow_up
• Human label: 客户没有任何打开的任务 → AI 不准编造任务 ID 去关/改任务

Existing state:

• Contact 是 active lead
• 没有 open task

New evidence:

• Outbound voicemail attempt
• 没有 prompt-visible taskRef

Expected:

• 不输出 close/update/record_progress/reopen
• 最多 create_open lead_follow_up

Not expected:

• taskId = UUID
• taskId = T1
• close/update/record_progress

Why: writer 只能接受 prompt 展示过的 T1/T2 ref。没有 open task 时引用 taskId 就是 hallucination。

#C54-close-phone-opt-out-do-not-contact: 电话中明确 opt-out，close do_not_contact

• Priority: P1-baseline
• Review status: approved
• Bucket: safety
• Type category signal: lead_follow_up
• Human label: 客户明确要求不要再联系 → close do_not_contact 并 DNC

Existing state:

• Open task: T1 lead_follow_up
• doNotContact = false

New evidence:

• 客户说 remove me from your list
• 客户说 do not call or text again

Expected:

• doNotContact = true
• close do_not_contact on T1

Not expected:

• close not_interested only
• record_progress
• create_open

Why: 这是 channel-level opt-out，不只是拒绝 offer；后续 outbound 必须停止。

#booked_not_converted

#C56-safety-duplicate-booked-not-converted-open: 已有同类 open booked_not_converted，不允许 duplicate create

• Priority: P1-baseline
• Review status: needs_product_decision
• Bucket: safety
• Type category signal: booked_not_converted
• Human label: 已有 booked_not_converted，不允许 duplicate create

Existing state:

• Open task: T1 booked_not_converted

New evidence:

• post-intro follow-up connected
• 客户仍在考虑 membership options
• 没有 final purchase / rejection

Expected:

• 不 create_open booked_not_converted
• 允许 record_progress customer_considering 或 update

Not expected:

• create_open booked_not_converted duplicate

Why: same category open task 已存在；即使 latest event 仍指向同一 objective，也只能推进原 task。

Product questions:

• 对于“仍在考虑但没有新 next action”的 post-intro call，产品上更希望 record_progress customer_considering 还是 update？当前 assertion 只锁住不能 duplicate create。

#retention

#C57-safety-duplicate-same-category-open: 已有同类 open retention task，不允许 duplicate create

• Priority: P1-baseline
• Review status: needs_product_decision
• Bucket: safety
• Type category signal: retention
• Human label: 同一 category 已有 open task，新证据不能 duplicate create

Existing state:

• Open task: T1 retention

New evidence:

• 客户重复同一个 complaint
• 没有新 outcome
• manager response 已经 promised

Expected:

• 不 create_open retention
• 允许 update 或 no-op，取决于是否认为新 evidence 改变 next action

Not expected:

• create_open retention duplicate

Why: DB 也会挡 duplicate，但 prompt 层应先做对，避免无效 proposal。

Product questions:

• 重复 complaint 但没有新信息时，产品上更希望 no-op 还是 record/update 一次？当前 assertion 只锁住不能 duplicate create。

#cross_category_or_policy

#C55-noop-existing-dnc-no-create: doNotContact=true 时不创建 proactive task

• Priority: P1-baseline
• Review status: approved
• Bucket: safety
• Type category signal: cross_category_or_policy
• Human label: contact 已经 DNC，即使有营销机会也不创建任务

Existing state:

• Contact doNotContact = true
• 没有 open task

New evidence:

• Outbound marketing SMS
• 没有 customer inbound response

Expected:

• taskDecisions=[]
• doNotContact remains true

Not expected:

• create_open lead_follow_up
• create_open win_back
• record_progress without task

Why: DNC 是 hard stop；没有 visible open task 可关闭时，就不产生新 task。