diff --git a/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/dispatch/DispatchEngineServiceAdapter.java b/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/dispatch/DispatchEngineServiceAdapter.java
index 16ee5e3..a6433ec 100644
--- a/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/dispatch/DispatchEngineServiceAdapter.java
+++ b/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/dispatch/DispatchEngineServiceAdapter.java
@@ -125,7 +125,7 @@ public class DispatchEngineServiceAdapter implements DispatchEngineService {
                         .queueId(queueId)
                         .operatorType(OperatorTypeEnum.ADMIN)
                         .operatorId(assigneeId)
-                        .reason("管理员手动派单")
+                        .reason("手动派单")
                         .build()
         );
 
diff --git a/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/dispatch/UserDispatchStatusEventListener.java b/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/dispatch/UserDispatchStatusEventListener.java
index 99ad67f..3592acc 100644
--- a/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/dispatch/UserDispatchStatusEventListener.java
+++ b/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/dispatch/UserDispatchStatusEventListener.java
@@ -1,6 +1,8 @@
 package com.viewsh.module.ops.service.dispatch;
 
 import com.viewsh.module.ops.core.event.OrderStateChangedEvent;
+import com.viewsh.module.ops.dal.dataobject.workorder.OpsOrderDO;
+import com.viewsh.module.ops.dal.mysql.workorder.OpsOrderMapper;
 import com.viewsh.module.ops.enums.WorkOrderStatusEnum;
 import jakarta.annotation.Resource;
 import lombok.extern.slf4j.Slf4j;
@@ -28,6 +30,9 @@ public class UserDispatchStatusEventListener {
     @Resource
     private UserDispatchStatusService userDispatchStatusService;
 
+    @Resource
+    private OpsOrderMapper opsOrderMapper;
+
     /**
      * 监听工单状态变更，同步更新人员调度状态
      */
@@ -39,6 +44,13 @@ public class UserDispatchStatusEventListener {
         }
 
         Long assigneeId = event.getPayloadLong("assigneeId");
+        // payload 中没有 assigneeId 时，从工单主表兜底（forceComplete 等场景）
+        if (assigneeId == null) {
+            OpsOrderDO order = opsOrderMapper.selectById(event.getOrderId());
+            if (order != null) {
+                assigneeId = order.getAssigneeId();
+            }
+        }
         if (assigneeId == null) {
             return;
         }
@@ -56,12 +68,27 @@ public class UserDispatchStatusEventListener {
             case QUEUED -> userDispatchStatusService.onOrderQueued(assigneeId, orderId, orderType);
             case CONFIRMED, ARRIVED -> userDispatchStatusService.onOrderStatusAdvanced(
                     assigneeId, orderId, newStatus.getStatus());
-            case COMPLETED, CANCELLED -> userDispatchStatusService.onOrderFinished(assigneeId, orderId);
+            case COMPLETED, CANCELLED -> handleFinished(assigneeId, orderId, oldStatus);
             case PAUSED -> userDispatchStatusService.onOrderPaused(assigneeId, orderId);
             default -> log.debug("人员调度状态无需处理: orderId={}, status={}", orderId, newStatus);
         }
     }
 
+    /**
+     * 处理 COMPLETED/CANCELLED 状态：
+     * 如果是从 QUEUED 直接到终态（forceComplete / admin cancel），
+     * 需要额外减 waitingTaskCount，因为跳过了 DISPATCHED 阶段。
+     */
+    private void handleFinished(Long assigneeId, Long orderId, WorkOrderStatusEnum oldStatus) {
+        userDispatchStatusService.onOrderFinished(assigneeId, orderId);
+
+        // QUEUED→COMPLETED/CANCELLED 跳过了 DISPATCHED，waitingTaskCount 没有被减
+        if (oldStatus == WorkOrderStatusEnum.QUEUED) {
+            userDispatchStatusService.decrementWaitingTaskCount(assigneeId);
+            log.info("QUEUED 直接完成/取消，补偿减少 waitingTaskCount: assigneeId={}, orderId={}", assigneeId, orderId);
+        }
+    }
+
     /**
      * 处理 DISPATCHED 状态：区分直接派发 vs 从排队派发
      */
diff --git a/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/dispatch/UserDispatchStatusService.java b/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/dispatch/UserDispatchStatusService.java
index f5e0ab9..bd3059f 100644
--- a/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/dispatch/UserDispatchStatusService.java
+++ b/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/dispatch/UserDispatchStatusService.java
@@ -101,6 +101,17 @@ public interface UserDispatchStatusService {
      */
     void onOrderResumed(Long userId, Long orderId);
 
+    /**
+     * 补偿减少 waitingTaskCount
+     * <p>
+     * 当工单从 QUEUED 直接到 COMPLETED/CANCELLED（跳过 DISPATCHED）时，
+     * waitingTaskCount 在入队时+1 但没有经过 onQueuedOrderDispatched 减回，
+     * 需要通过此方法补偿。
+     *
+     * @param userId 执行人ID
+     */
+    void decrementWaitingTaskCount(Long userId);
+
     // ==================== 读操作（调度时使用）====================
 
     /**
diff --git a/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/dispatch/UserDispatchStatusServiceImpl.java b/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/dispatch/UserDispatchStatusServiceImpl.java
index 6803a09..4529cfb 100644
--- a/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/dispatch/UserDispatchStatusServiceImpl.java
+++ b/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/dispatch/UserDispatchStatusServiceImpl.java
@@ -39,6 +39,7 @@ public class UserDispatchStatusServiceImpl implements UserDispatchStatusService
     private DefaultRedisScript<Long> queuedToDispatchedScript;
     private DefaultRedisScript<Long> pauseResumeScript;
     private DefaultRedisScript<Long> statusAdvancedScript;
+    private DefaultRedisScript<Long> decrementWaitingScript;
 
     @PostConstruct
     public void init() {
@@ -48,6 +49,7 @@ public class UserDispatchStatusServiceImpl implements UserDispatchStatusService
         queuedToDispatchedScript = buildScript(LUA_QUEUED_TO_DISPATCHED);
         pauseResumeScript = buildScript(LUA_PAUSE_RESUME);
         statusAdvancedScript = buildScript(LUA_STATUS_ADVANCED);
+        decrementWaitingScript = buildScript(LUA_DECREMENT_WAITING);
         log.info("人员调度状态服务已初始化，Lua 脚本已预加载");
     }
 
@@ -171,6 +173,21 @@ public class UserDispatchStatusServiceImpl implements UserDispatchStatusService
         }
     }
 
+    @Override
+    public void decrementWaitingTaskCount(Long userId) {
+        if (userId == null) {
+            return;
+        }
+        try {
+            stringRedisTemplate.execute(decrementWaitingScript,
+                    List.of(keyOf(userId)),
+                    String.valueOf(System.currentTimeMillis()));
+            log.debug("人员状态更新[DECREMENT_WAITING]: userId={}", userId);
+        } catch (Exception e) {
+            log.error("人员状态更新[DECREMENT_WAITING]失败: userId={}", userId, e);
+        }
+    }
+
     // ==================== 读操作 ====================
 
     @Override
@@ -389,4 +406,21 @@ public class UserDispatchStatusServiceImpl implements UserDispatchStatusService
             redis.call('EXPIRE', KEYS[1], 86400)
             return 1
             """;
+
+    /**
+     * DECREMENT_WAITING: 补偿减少 waitingTaskCount
+     * 用于 QUEUED→COMPLETED/CANCELLED 跳过 DISPATCHED 的场景
+     * KEYS[1] = hash key
+     * ARGV[1] = timestamp
+     */
+    private static final String LUA_DECREMENT_WAITING = """
+            local waiting = redis.call('HINCRBY', KEYS[1], 'waitingTaskCount', -1)
+            if waiting < 0 then
+                waiting = 0
+                redis.call('HSET', KEYS[1], 'waitingTaskCount', '0')
+            end
+            redis.call('HSET', KEYS[1], 'lastUpdateTime', ARGV[1])
+            redis.call('EXPIRE', KEYS[1], 86400)
+            return waiting
+            """;
 }
diff --git a/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/event/OpsOrderEventService.java b/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/event/OpsOrderEventService.java
index a5a0f23..20e9398 100644
--- a/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/event/OpsOrderEventService.java
+++ b/viewsh-module-ops/viewsh-module-ops-biz/src/main/java/com/viewsh/module/ops/service/event/OpsOrderEventService.java
@@ -56,4 +56,33 @@ public class OpsOrderEventService {
             opsOrderId, fromStatus, toStatus, eventType);
     }
 
+    /**
+     * 记录工单事件（含操作人姓名冗余）
+     */
+    public void recordEvent(Long opsOrderId,
+                           String fromStatus,
+                           String toStatus,
+                           String eventType,
+                           String operatorType,
+                           Long operatorId,
+                           String operatorName,
+                           String remark) {
+        OpsOrderEventDO event = OpsOrderEventDO.builder()
+            .opsOrderId(opsOrderId)
+            .fromStatus(fromStatus)
+            .toStatus(toStatus)
+            .eventType(eventType)
+            .operatorType(operatorType)
+            .operatorId(operatorId)
+            .operatorName(operatorName)
+            .eventTime(LocalDateTime.now())
+            .remark(remark)
+            .build();
+
+        eventMapper.insert(event);
+
+        log.debug("记录工单事件: orderId={}, {} -> {}, eventType={}, operatorName={}",
+            opsOrderId, fromStatus, toStatus, eventType, operatorName);
+    }
+
 }