483 lines
17 KiB
Python
483 lines
17 KiB
Python
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# =============================================================================
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# 企微IT智能服务台 — 分层排队服务
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# =============================================================================
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# 说明：实现三段排序的排队位置计算和平台统计
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#
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# 排队三段排序（决策 C1/C2）：
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# 段1（VIP）：is_vip = true，不受信息梳理影响
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# 段2（已梳理）：is_vip = false AND info_locked = true
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# 段3（待梳理）：is_vip = false AND info_locked = false
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#
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# 段内排序：queue_priority DESC → urgency_score DESC → created_at ASC
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# 插队规则（决策 C4）：queue_priority = min(答题数//3, 2)，上限2
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# =============================================================================
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import logging
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from datetime import datetime, timezone
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from typing import Any, Dict, List, Optional, Tuple
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from sqlalchemy import and_, func, or_, select, case
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from sqlalchemy.ext.asyncio import AsyncSession
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from app.models.conversation import Conversation
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from app.models.quiz import EmployeePoints
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logger = logging.getLogger(__name__)
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# 预估每个排队者的服务时间（秒），用于计算预估等待时间
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ESTIMATED_SERVICE_TIME_SEC = 300 # 5分钟/人
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class QueueService:
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"""分层排队服务。
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提供排队位置计算、平台统计、坐席端看板数据等功能。
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"""
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# ======================================================================
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# 段位判定
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# ======================================================================
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@staticmethod
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def _determine_segment(conversation: Conversation) -> str:
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"""判定会话属于哪个排队段位。
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Args:
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conversation: 会话对象
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Returns:
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str: "vip" / "completed" / "incomplete"
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"""
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if conversation.is_vip:
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return "vip"
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elif conversation.info_locked:
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return "completed"
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else:
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return "incomplete"
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# ======================================================================
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# 排队位置计算
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# ======================================================================
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async def calculate_queue_position(
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self, db: AsyncSession, conversation: Conversation
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) -> Dict[str, Any]:
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"""计算指定会话的排队位置（三段排序）。
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排序逻辑：
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1. VIP段排最前
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2. 已梳理(info_locked=true)段排第二
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3. 待梳理(info_locked=false)段排最后
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4. 同段内：queue_priority DESC → urgency_score DESC → created_at ASC
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Args:
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db: 数据库会话
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conversation: 要计算位置的会话
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Returns:
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Dict: {position, segment, ahead_count, estimated_wait_sec}
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"""
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segment = self._determine_segment(conversation)
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ahead_count = 0
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# ---- 计算更高段的人数 ----
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if segment != "vip":
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# 当前不是VIP段 → 所有VIP都排前面
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vip_count = await db.scalar(
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select(func.count(Conversation.id)).where(
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Conversation.status == "queued",
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Conversation.is_vip == True, # noqa: E712
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)
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)
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ahead_count += vip_count or 0
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if segment == "incomplete":
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# 当前是待梳理段 → 已梳理段也排前面
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completed_count = await db.scalar(
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select(func.count(Conversation.id)).where(
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Conversation.status == "queued",
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Conversation.is_vip == False, # noqa: E712
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Conversation.info_locked == True, # noqa: E712
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)
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)
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ahead_count += completed_count or 0
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# ---- 计算同段内排在前面的人数 ----
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same_segment_ahead = await self._count_same_segment_ahead(db, conversation, segment)
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ahead_count += same_segment_ahead
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position = ahead_count + 1
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estimated_wait = position * ESTIMATED_SERVICE_TIME_SEC
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# 中文段位名称（前端展示用）
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segment_labels = {
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"vip": "VIP优先",
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"completed": "已梳理",
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"incomplete": "待梳理",
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}
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return {
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"position": position,
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"segment": segment,
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"segment_label": segment_labels.get(segment, segment),
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"ahead_count": ahead_count,
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"estimated_wait_sec": estimated_wait,
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"estimated_wait_text": self._format_wait_time(estimated_wait),
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"queue_priority": conversation.queue_priority,
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}
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async def _count_same_segment_ahead(
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self, db: AsyncSession, conversation: Conversation, segment: str
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) -> int:
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"""计算同段内排在当前会话前面的排队人数。
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段内排序规则：queue_priority DESC → urgency_score DESC → created_at ASC
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Args:
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db: 数据库会话
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conversation: 当前会话
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segment: 当前段位
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Returns:
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int: 同段内排在前面的人数
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"""
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# 构建同段条件
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conditions = [
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Conversation.status == "queued",
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Conversation.id != conversation.id, # 排除自己
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]
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if segment == "vip":
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conditions.append(Conversation.is_vip == True) # noqa: E712
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elif segment == "completed":
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conditions.append(Conversation.is_vip == False) # noqa: E712
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conditions.append(Conversation.info_locked == True) # noqa: E712
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else: # incomplete
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conditions.append(Conversation.is_vip == False) # noqa: E712
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conditions.append(Conversation.info_locked == False) # noqa: E712
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# 同段内排在前面的条件：
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# 1. queue_priority 更高
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# 2. 或 queue_priority 相同且 urgency_score 更高
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# 3. 或 queue_priority 和 urgency_score 都相同且 created_at 更早
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ahead_conditions = or_(
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Conversation.queue_priority > conversation.queue_priority,
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and_(
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Conversation.queue_priority == conversation.queue_priority,
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Conversation.urgency_score > conversation.urgency_score,
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),
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and_(
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Conversation.queue_priority == conversation.queue_priority,
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Conversation.urgency_score == conversation.urgency_score,
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Conversation.created_at < conversation.created_at,
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),
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)
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count = await db.scalar(
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select(func.count(Conversation.id)).where(
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*conditions, ahead_conditions
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)
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)
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return count or 0
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# ======================================================================
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# 平台统计
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# ======================================================================
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async def get_platform_stats(self, db: AsyncSession) -> Dict[str, int]:
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"""获取平台统计数据（决策 C5）。
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total_active = ai_handling + queued + serving
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queued = 排队中人数
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serving = 服务中人数
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Args:
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db: 数据库会话
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Returns:
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Dict: {total_active, queued, serving, ai_handling}
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"""
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# 总活跃 = ai_handling + queued + serving
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total_active = await db.scalar(
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select(func.count(Conversation.id)).where(
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Conversation.status.in_(["ai_handling", "queued", "serving"])
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)
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)
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queued = await db.scalar(
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select(func.count(Conversation.id)).where(
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Conversation.status == "queued"
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)
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)
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serving = await db.scalar(
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select(func.count(Conversation.id)).where(
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Conversation.status == "serving"
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)
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)
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ai_handling = await db.scalar(
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select(func.count(Conversation.id)).where(
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Conversation.status == "ai_handling"
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)
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)
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return {
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"total_active": total_active or 0,
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"queued": queued or 0,
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"serving": serving or 0,
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"ai_handling": ai_handling or 0,
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}
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async def get_queue_segment_stats(self, db: AsyncSession) -> Dict[str, int]:
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"""获取排队分段统计（坐席端看板用）。
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Returns:
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Dict: {vip_count, completed_count, incomplete_count, total_queued}
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"""
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# VIP段
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vip_count = await db.scalar(
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select(func.count(Conversation.id)).where(
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Conversation.status == "queued",
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Conversation.is_vip == True, # noqa: E712
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)
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)
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# 已梳理段
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completed_count = await db.scalar(
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select(func.count(Conversation.id)).where(
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Conversation.status == "queued",
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Conversation.is_vip == False, # noqa: E712
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Conversation.info_locked == True, # noqa: E712
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)
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)
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# 待梳理段
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incomplete_count = await db.scalar(
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select(func.count(Conversation.id)).where(
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Conversation.status == "queued",
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Conversation.is_vip == False, # noqa: E712
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Conversation.info_locked == False, # noqa: E712
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)
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)
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total_queued = (vip_count or 0) + (completed_count or 0) + (incomplete_count or 0)
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return {
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"vip_count": vip_count or 0,
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"completed_count": completed_count or 0,
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"incomplete_count": incomplete_count or 0,
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"total_queued": total_queued,
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}
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# ======================================================================
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# 综合排队状态（H5端 queue/status API）
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# ======================================================================
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async def get_comprehensive_status(
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self, db: AsyncSession, conversation: Conversation
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) -> Dict[str, Any]:
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"""获取综合排队状态：排队位置+段位+平台统计+答题状态+积分。
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供 GET /api/h5/queue/status API调用。
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Args:
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db: 数据库会话
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conversation: 当前会话
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Returns:
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Dict: 综合状态数据
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"""
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# 1. 排队位置（仅排队中时计算）
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if conversation.status == "queued":
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queue_info = await self.calculate_queue_position(db, conversation)
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else:
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queue_info = {
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"position": 0,
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"segment": self._determine_segment(conversation),
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"segment_label": "非排队中",
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"ahead_count": 0,
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"estimated_wait_sec": 0,
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"estimated_wait_text": "—",
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"queue_priority": conversation.queue_priority,
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}
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# 2. 平台统计
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platform_stats = await self.get_platform_stats(db)
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# 3. 积分信息
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points_info = await self._get_employee_points(db, conversation.employee_id)
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# 4. 插队信息
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quiz_answered = conversation.queue_priority * 3 if conversation.queue_priority > 0 else 0
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max_quiz_for_jump = 6 # 2位×3题=6题
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remaining_for_next_jump = 3 - (quiz_answered % 3) if quiz_answered < max_quiz_for_jump else 0
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return {
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"conversation_status": conversation.status,
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"queue": queue_info,
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"platform": platform_stats,
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"points": points_info,
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"quiz": {
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"answered_in_session": quiz_answered,
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"queue_priority": conversation.queue_priority,
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"max_priority": 2,
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"remaining_for_next_jump": remaining_for_next_jump,
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"can_jump_more": conversation.queue_priority < 2,
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},
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"info_locked": conversation.info_locked,
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}
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# ======================================================================
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# 坐席端排队看板
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# ======================================================================
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async def get_agent_dashboard(self, db: AsyncSession) -> Dict[str, Any]:
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"""获取坐席端排队看板数据。
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Returns:
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Dict: {segment_stats, platform_stats, queue_list}
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"""
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segment_stats = await self.get_queue_segment_stats(db)
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platform_stats = await self.get_platform_stats(db)
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# 获取排队列表（按三段排序）
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queue_list = await self._get_sorted_queue_list(db, limit=50)
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return {
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"segments": segment_stats,
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"platform": platform_stats,
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"queue_list": queue_list,
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
async def _get_sorted_queue_list(
|
|||
|
|
self, db: AsyncSession, limit: int = 50
|
|||
|
|
) -> List[Dict[str, Any]]:
|
|||
|
|
"""获取按三段排序的排队列表。
|
|||
|
|
|
|||
|
|
Returns:
|
|||
|
|
List[Dict]: 排队会话列表
|
|||
|
|
"""
|
|||
|
|
# 查询所有排队中的会话，按段位+段内排序
|
|||
|
|
# 段位排序：VIP(0) > 已梳理(1) > 待梳理(2)
|
|||
|
|
segment_order = case(
|
|||
|
|
(Conversation.is_vip == True, 0), # noqa: E712
|
|||
|
|
(Conversation.info_locked == True, 1), # noqa: E712
|
|||
|
|
else_=2,
|
|||
|
|
)
|
|||
|
|
|
|||
|
|
stmt = (
|
|||
|
|
select(Conversation)
|
|||
|
|
.where(Conversation.status == "queued")
|
|||
|
|
.order_by(
|
|||
|
|
segment_order,
|
|||
|
|
Conversation.queue_priority.desc(),
|
|||
|
|
Conversation.urgency_score.desc(),
|
|||
|
|
Conversation.created_at.asc(),
|
|||
|
|
)
|
|||
|
|
.limit(limit)
|
|||
|
|
)
|
|||
|
|
|
|||
|
|
result = await db.execute(stmt)
|
|||
|
|
conversations = result.scalars().all()
|
|||
|
|
|
|||
|
|
# 转为前端需要的列表格式
|
|||
|
|
queue_list = []
|
|||
|
|
for conv in conversations:
|
|||
|
|
segment = self._determine_segment(conv)
|
|||
|
|
queue_list.append({
|
|||
|
|
"conversation_id": conv.id,
|
|||
|
|
"employee_name": conv.employee_name,
|
|||
|
|
"department": conv.department,
|
|||
|
|
"employee_id": conv.employee_id,
|
|||
|
|
"segment": segment,
|
|||
|
|
"segment_label": {
|
|||
|
|
"vip": "VIP优先",
|
|||
|
|
"completed": "已梳理",
|
|||
|
|
"incomplete": "待梳理",
|
|||
|
|
}.get(segment, segment),
|
|||
|
|
"urgency_score": conv.urgency_score,
|
|||
|
|
"queue_priority": conv.queue_priority,
|
|||
|
|
"info_locked": conv.info_locked,
|
|||
|
|
"is_vip": conv.is_vip,
|
|||
|
|
"last_message_summary": conv.last_message_summary,
|
|||
|
|
"created_at": conv.created_at.isoformat() if conv.created_at else None,
|
|||
|
|
"waiting_seconds": int(
|
|||
|
|
(datetime.now(timezone.utc) - conv.created_at).total_seconds()
|
|||
|
|
) if conv.created_at else 0,
|
|||
|
|
})
|
|||
|
|
|
|||
|
|
return queue_list
|
|||
|
|
|
|||
|
|
# ======================================================================
|
|||
|
|
# 辅助方法
|
|||
|
|
# ======================================================================
|
|||
|
|
|
|||
|
|
async def _get_employee_points(
|
|||
|
|
self, db: AsyncSession, employee_id: str
|
|||
|
|
) -> Dict[str, Any]:
|
|||
|
|
"""获取员工积分信息。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
db: 数据库会话
|
|||
|
|
employee_id: 员工ID
|
|||
|
|
|
|||
|
|
Returns:
|
|||
|
|
Dict: {total_points, level, answered_count, correct_count}
|
|||
|
|
"""
|
|||
|
|
result = await db.execute(
|
|||
|
|
select(EmployeePoints).where(EmployeePoints.employee_id == employee_id)
|
|||
|
|
)
|
|||
|
|
points = result.scalar_one_or_none()
|
|||
|
|
|
|||
|
|
if points:
|
|||
|
|
return {
|
|||
|
|
"total_points": points.total_points,
|
|||
|
|
"level": points.level,
|
|||
|
|
"answered_count": points.answered_count,
|
|||
|
|
"correct_count": points.correct_count,
|
|||
|
|
}
|
|||
|
|
else:
|
|||
|
|
return {
|
|||
|
|
"total_points": 0,
|
|||
|
|
"level": "IT小白",
|
|||
|
|
"answered_count": 0,
|
|||
|
|
"correct_count": 0,
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
@staticmethod
|
|||
|
|
def _format_wait_time(seconds: int) -> str:
|
|||
|
|
"""将秒数格式化为人类可读的等待时间文本。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
seconds: 秒数
|
|||
|
|
|
|||
|
|
Returns:
|
|||
|
|
str: 如"约5分钟"、"约1小时30分钟"
|
|||
|
|
"""
|
|||
|
|
if seconds <= 0:
|
|||
|
|
return "即将接通"
|
|||
|
|
minutes = seconds // 60
|
|||
|
|
if minutes < 1:
|
|||
|
|
return f"约{seconds}秒"
|
|||
|
|
elif minutes < 60:
|
|||
|
|
return f"约{minutes}分钟"
|
|||
|
|
else:
|
|||
|
|
hours = minutes // 60
|
|||
|
|
remaining_minutes = minutes % 60
|
|||
|
|
if remaining_minutes == 0:
|
|||
|
|
return f"约{hours}小时"
|
|||
|
|
return f"约{hours}小时{remaining_minutes}分钟"
|
|||
|
|
|
|||
|
|
|
|||
|
|
# 单例
|
|||
|
|
_queue_service: Optional[QueueService] = None
|
|||
|
|
|
|||
|
|
|
|||
|
|
def get_queue_service() -> QueueService:
|
|||
|
|
"""获取 QueueService 单例。"""
|
|||
|
|
global _queue_service
|
|||
|
|
if _queue_service is None:
|
|||
|
|
_queue_service = QueueService()
|
|||
|
|
return _queue_service
|