44 lines
1.8 KiB
Plaintext
44 lines
1.8 KiB
Plaintext
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sequenceDiagram
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participant Emp as 员工(H5页面)
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participant API as FastAPI
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participant ConvSvc as ConversationService
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participant Score as ScoringService
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participant WXSvc as WecomService
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participant Agent as 坐席工作台
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participant DB as PostgreSQL
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Emp->>API: POST /api/h5/conversation/shake
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API->>ConvSvc: find_or_create_conversation(employee_id)
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ConvSvc->>DB: 查询/创建 conversation
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DB-->>ConvSvc: conversation
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API->>Score: detect_hand_raise("摇人")
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Score-->>API: hand_raise=True
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API->>ConvSvc: update_conversation(tags={hand_raise:true})
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ConvSvc->>DB: UPDATE conversations SET tags=...
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API->>ConvSvc: get_funny_phrase(scene='shake')
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ConvSvc->>DB: SELECT FROM funny_phrases WHERE scene='shake'
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DB-->>ConvSvc: "大哥，俺这就去摇人，稍等..."
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ConvSvc->>ConvSvc: send_message(conv_id, 'system', 趣味话术)
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ConvSvc->>WXSvc: send_text_message(employee_id, 趣味话术)
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API-->>Emp: {conversation, funny_phrase}
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Note over Emp: H5显示摇人动画 + 趣味话术
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loop 坐席轮询
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Agent->>API: GET /api/conversations
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API->>ConvSvc: get_conversations()
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ConvSvc->>DB: SELECT ... ORDER BY urgency DESC
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DB-->>ConvSvc: 列表(举手会话靠前)
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API-->>Agent: 举手标记的会话(黄色标签)
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end
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Agent->>API: POST /api/conversations/{id}/assign {agent_id}
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API->>ConvSvc: update_conversation(status='serving', assigned_agent_id)
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ConvSvc->>DB: UPDATE conversations SET status='serving'
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ConvSvc->>ConvSvc: send_message(conv_id, 'system', '人摇来了！IT坐席为您服务')
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ConvSvc->>WXSvc: send_text_message(employee_id, 接入话术)
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ConvSvc-->>API: updated conversation
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API-->>Agent: 接单成功
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WXSvc-->>Emp: 企微推送"人摇来了！IT坐席为您服务"
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