390 lines
12 KiB
Markdown
390 lines
12 KiB
Markdown
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# 摇人（多坐席协作）— 技术方案
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> **场景**：坐席A在处理会话时发现需要坐席B的专业知识，点击「摇人」→ 坐席B收到通知 → 进入同一会话协助。
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>
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> **与现有 Grab 的区别**：Grab 是「移交」（所有权转移），摇人是「协作」（所有权不变，B 加入共同处理）。
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---
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## 一、数据模型改动
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### 1.1 Conversation 模型新增字段
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```python
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# backend/app/models/conversation.py
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# 协作坐席ID列表（JSON 数组，存储所有被邀请来协作的坐席ID）
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# 和 assigned_agent_id 的区别：
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# - assigned_agent_id：会话的"主责"坐席（接单人），只有他才能结单/转接
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# - collaborating_agent_ids：被邀请来协助的坐席，可以查看和回复，但不能结单
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collaborating_agent_ids: Mapped[list] = mapped_column(
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JSON,
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nullable=False,
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default=list,
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comment="协作坐席ID列表",
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)
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```
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### 1.2 数据库迁移 SQL
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```sql
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-- 开发环境 SQLite / 生产环境 PostgreSQL 通用
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ALTER TABLE conversations ADD COLUMN collaborating_agent_ids JSON NOT NULL DEFAULT '[]';
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```
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### 1.3 数据关系示意
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```
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Conversation
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├── assigned_agent_id = "agent_A" ← 主责坐席（接单人）
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├── collaborating_agent_ids = ["agent_B", "agent_C"] ← 协作坐席
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└── status = "serving"
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权限矩阵：
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主责坐席(A) 协作坐席(B/C) 其他坐席
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查看会话 ✅ ✅ ✅（只读）
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发送回复 ✅ ✅ ❌
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结单 ✅ ❌ ❌
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转接 ✅ ❌ ❌
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摇人（邀请其他人） ✅ ✅ ❌
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退出协作 ❌（不能） ✅ -
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标记（置顶/代办） ✅ ❌ ❌
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```
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---
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## 二、后端实现
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### 2.1 新增 Schema
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```python
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# backend/app/schemas/conversation.py
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class ConversationInvite(BaseModel):
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"""摇人邀请请求"""
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agent_id: str = Field(..., description="被邀请的坐席ID")
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class ConversationLeave(BaseModel):
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"""退出协作请求（可选，也可以从当前坐席推断）"""
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pass
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```
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### 2.2 ConversationResponse 扩展字段
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```python
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# 在现有基础上新增
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class ConversationResponse(BaseModel):
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# ... 现有字段 ...
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# ----- 多坐席协作扩展字段 -----
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# 协作坐席列表
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collaborating_agent_ids: list[str] = Field(default_factory=list)
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# 协作坐席姓名映射（agent_id → name）
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collaborating_agent_names: dict[str, str] = Field(default_factory=dict)
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# 当前坐席是否为协作坐席（非主责）
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is_collaborator: bool = Field(default=False)
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```
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### 2.3 新增 API 端点
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```python
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# backend/app/api/conversations.py
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# POST /api/conversations/{id}/invite
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# 坐席A邀请坐席B加入协作
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@router.post("/conversations/{conversation_id}/invite")
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async def invite_collaborator(
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conversation_id: UUID,
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body: ConversationInvite,
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db: AsyncSession = Depends(get_db),
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current_agent: Agent = Depends(get_current_agent),
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):
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"""
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邀请另一个坐席加入会话协作。
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校验规则：
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1. 当前坐席必须是主责坐席或已加入的协作坐席
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2. 被邀请坐席存在且在线
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3. 被邀请坐席不是主责坐席，也不在协作列表中（防止重复邀请）
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4. 会话状态必须为 serving（已结单的不能摇人）
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副作用：
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- WebSocket 推送给被邀请坐席
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- 企微消息通知被邀请坐席
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"""
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pass
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# POST /api/conversations/{id}/leave
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# 坐席B退出协作
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@router.post("/conversations/{conversation_id}/leave")
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async def leave_collaboration(
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conversation_id: UUID,
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db: AsyncSession = Depends(get_db),
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current_agent: Agent = Depends(get_current_agent),
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):
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"""
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坐席退出协作。
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校验规则：
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1. 当前坐席必须在协作列表中
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2. 当前坐席不能是主责坐席（主责坐席不能"退出"，只能转接或结单）
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副作用：
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- WebSocket 广播会话更新
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"""
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pass
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```
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### 2.4 SessionService 新增方法
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```python
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# backend/app/services/session_service.py
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async def invite_collaborator(
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self,
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conversation_id: UUID,
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inviter_agent_id: str,
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invitee_agent_id: str,
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) -> Conversation:
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"""邀请坐席加入协作。
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流程：
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1. 校验：会话存在且为 serving
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2. 校验：邀请人在主责或协作列表中
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3. 校验：被邀请人不在主责和协作列表中
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4. 校验：被邀请人在线
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5. 将被邀请人加入 collaborating_agent_ids
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6. （可选）企微通知被邀请人
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7. WS 广播 + 定向推送
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"""
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async def leave_collaboration(
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self,
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conversation_id: UUID,
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agent_id: str,
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) -> Conversation:
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"""退出协作。
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流程：
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1. 校验：坐席在协作列表中
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2. 从 collaborating_agent_ids 中移除
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3. WS 广播
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"""
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```
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### 2.5 会话列表接口改动
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```python
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# GET /api/conversations — 增加 is_collaborator 和 collaborating_agent_names
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# 原来：
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conv_data["is_mine"] = conv.assigned_agent_id == current_agent.user_id
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conv_data["can_grab"] = (...)
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# 新增：
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conv_data["is_collaborator"] = (
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current_agent.user_id in conv.collaborating_agent_ids
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and conv.assigned_agent_id != current_agent.user_id
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)
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# 协作坐席姓名映射（需要批量查询坐席表）
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collab_agent_ids = conv.collaborating_agent_ids or []
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conv_data["collaborating_agent_ids"] = collab_agent_ids
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conv_data["collaborating_agent_names"] = {
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aid: agent_name_map.get(aid, "未知") for aid in collab_agent_ids
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}
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```
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### 2.6 WebSocket 事件定义
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| 事件类型 | 推送范围 | 数据 |
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|---------|---------|------|
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| `collaborator_invited` | 被邀请人（定向）+ 所有在线坐席（广播） | `{ conversation_id, inviter_id, invitee_id, inviter_name }` |
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| `collaborator_joined` | 所有在线坐席（广播） | `{ conversation_id, agent_id, agent_name }` |
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| `collaborator_left` | 所有在线坐席（广播） | `{ conversation_id, agent_id, agent_name }` |
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### 2.7 企微通知（可选增强）
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被邀请时发送企微卡片消息：
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```
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┌─────────────────────────────┐
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│ 🔔 摇人邀请 │
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│ │
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│ 坐席A 邀请你协助处理会话 │
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│ 员工：张三 │
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│ 问题：打印机连接失败 │
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│ │
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│ [点击查看] │
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└─────────────────────────────┘
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```
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---
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## 三、前端实现（坐席工作台）
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### 3.1 API 层新增
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```typescript
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// frontend-agent/src/api/conversation.ts
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/** 邀请坐席协作 */
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export function inviteCollaborator(
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conversationId: string,
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agentId: string
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): Promise<Conversation>
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/** 退出协作 */
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export function leaveCollaboration(
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conversationId: string
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): Promise<Conversation>
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```
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### 3.2 Store 改动
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```typescript
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// frontend-agent/src/stores/conversation.ts
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// 新增计算属性：协作会话（我是协作者但不是主责的会话）
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const collaboratingConversations = computed(() => {
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return sortedConversations.value.filter(
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c => c.is_collaborator && c.status === 'serving'
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)
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})
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// 新增方法
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async function inviteCollaborator(convId: string, agentId: string): Promise<void>
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async function leaveCollaboration(convId: string): Promise<void>
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// WS 事件处理
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function handleCollaboratorInvited(data: {...}): void // 弹出通知
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function handleCollaboratorJoined(data: {...}): void // 刷新列表
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function handleCollaboratorLeft(data: {...}): void // 刷新列表
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```
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### 3.3 ConversationList.vue 改动
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```vue
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<!-- 新增「协作会话」区，排在「我的会话」和「其他坐席会话」之间 -->
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<template v-if="filteredCollaborating.length > 0">
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<div class="section-title">
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<span>🤝 协作会话 ({{ filteredCollaborating.length }})</span>
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</div>
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<ConversationItem
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v-for="conv in filteredCollaborating"
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:key="conv.id"
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:conversation="conv"
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:active="conv.id === conversationStore.currentConversationId"
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:show-leave="true" <!-- 新增：退出按钮 -->
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@click="conversationStore.selectConversation(conv.id)"
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@leave="handleLeave(conv)"
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/>
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</template>
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```
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### 3.4 新增：摇人弹窗组件
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```
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┌──────────────────────────────────┐
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│ 摇人 — 邀请坐席协作 │
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│ │
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│ 🔍 [搜索坐席姓名...] │
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│ │
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│ ┌──────────────────────────────┐│
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│ │ ○ 张三 在线 负载 2/5 ││
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│ │ ○ 李四 在线 负载 1/5 (推荐)││
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│ │ ○ 王五 忙碌 负载 5/5 ││
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│ └──────────────────────────────┘│
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│ │
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│ 已选：李四 │
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│ │
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│ [取消] [确认邀请] │
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└──────────────────────────────────┘
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```
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### 3.5 会话详情区域改动
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在会话详情的头部工具栏（自己的会话或协作的会话）增加「摇人」按钮：
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```
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┌──────────────────────────────────────────┐
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│ 👤 张三 · 技术部 [摇人] [⋮] │ ← 工具栏
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│ 状态：服务中 | 主责：坐席A | 协作：坐席B │ ← 协作信息
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└──────────────────────────────────────────┘
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```
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### 3.6 WebSocket 事件处理改动
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```typescript
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// frontend-agent/src/composables/useWebSocket.ts
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case 'collaborator_invited':
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// 如果被邀请的是当前坐席，弹出通知
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if (msg.data?.invitee_id === agentStore.userId) {
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ElNotification({
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title: '摇人邀请',
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|||
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|
message: `${msg.data.inviter_name} 邀请你协助处理会话`,
|
|||
|
|
type: 'info',
|
|||
|
|
duration: 0, // 不自动关闭
|
|||
|
|
onClick: () => {
|
|||
|
|
conversationStore.selectConversation(msg.data.conversation_id)
|
|||
|
|
}
|
|||
|
|
})
|
|||
|
|
}
|
|||
|
|
conversationStore.fetchConversations()
|
|||
|
|
break
|
|||
|
|
|
|||
|
|
case 'collaborator_joined':
|
|||
|
|
case 'collaborator_left':
|
|||
|
|
conversationStore.fetchConversations()
|
|||
|
|
break
|
|||
|
|
```
|
|||
|
|
|
|||
|
|
---
|
|||
|
|
|
|||
|
|
## 四、改动清单汇总
|
|||
|
|
|
|||
|
|
| 文件 | 改动类型 | 说明 |
|
|||
|
|
|------|---------|------|
|
|||
|
|
| `backend/app/models/conversation.py` | 修改 | +`collaborating_agent_ids` 字段 |
|
|||
|
|
| `backend/app/schemas/conversation.py` | 修改 | +`ConversationInvite`、响应扩展字段 |
|
|||
|
|
| `backend/app/api/conversations.py` | 修改 | +`invite`/`leave` 两个端点，列表接口扩展 |
|
|||
|
|
| `backend/app/services/session_service.py` | 修改 | +`invite_collaborator`/`leave_collaboration` |
|
|||
|
|
| `frontend-agent/src/api/conversation.ts` | 修改 | +2 个 API 函数 |
|
|||
|
|
| `frontend-agent/src/stores/conversation.ts` | 修改 | +计算属性、方法、WS 处理 |
|
|||
|
|
| `frontend-agent/src/components/conversation/ConversationList.vue` | 修改 | +协作会话区 |
|
|||
|
|
| `frontend-agent/src/components/conversation/ConversationItem.vue` | 修改 | +退出按钮 |
|
|||
|
|
| `frontend-agent/src/components/conversation/InviteDialog.vue` | **新建** | 摇人选人弹窗 |
|
|||
|
|
| `frontend-agent/src/composables/useWebSocket.ts` | 修改 | +3 个 WS 事件处理 |
|
|||
|
|
| 数据库迁移 SQL | **新建** | `ALTER TABLE` 加列 |
|
|||
|
|
|
|||
|
|
---
|
|||
|
|
|
|||
|
|
## 五、开发顺序
|
|||
|
|
|
|||
|
|
| 步骤 | 内容 | 依赖 |
|
|||
|
|
|------|------|------|
|
|||
|
|
| 1 | 模型 + 迁移 SQL | 无 |
|
|||
|
|
| 2 | Schema + SessionService | 1 |
|
|||
|
|
| 3 | API 端点（invite/leave/列表扩展） | 2 |
|
|||
|
|
| 4 | 后端测试 | 3 |
|
|||
|
|
| 5 | 前端 API 层 + Store | 无（可并行） |
|
|||
|
|
| 6 | 摇人弹窗组件 | 5 |
|
|||
|
|
| 7 | ConversationList 改动 | 5, 6 |
|
|||
|
|
| 8 | WebSocket 事件处理 | 3 |
|
|||
|
|
| 9 | 端到端集成测试 | 全部 |
|
|||
|
|
|
|||
|
|
---
|
|||
|
|
|
|||
|
|
## 六、设计决策
|
|||
|
|
|
|||
|
|
| 决策 | 理由 |
|
|||
|
|
|------|------|
|
|||
|
|
| 协作坐席不增加 `current_load` | 协作是轻量参与，不影响坐席接单能力 |
|
|||
|
|
| 协作坐席不能结单/转接 | 避免多人操作冲突，只有主责坐席有权关闭会话 |
|
|||
|
|
| 使用 JSON 数组而非关联表 | 协作人数少（1-3人），JSON 查询足够；参考现有 `tags` 字段设计 |
|
|||
|
|
| WS 广播 + 定向推送双通道 | 广播让其他人看到协作关系变化，定向推送确保被邀请人收到通知 |
|