325 lines
12 KiB
Python
325 lines
12 KiB
Python
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# =============================================================================
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# 企微IT智能服务台 — 分诊交互 Pydantic Schema
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# =============================================================================
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# 说明：分诊模块的请求/响应数据模型，覆盖 H5 端和坐席端所有接口。
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# =============================================================================
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from datetime import datetime
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from typing import Any, Dict, List, Optional
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from pydantic import BaseModel, Field
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# =============================================================================
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# 基础嵌套模型
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# =============================================================================
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class TriageOption(BaseModel):
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"""分诊选项。
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Attributes:
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label: 选项标签文本
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probability: AI 推荐概率（0.0-1.0）
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"""
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label: str = Field(..., description="选项标签文本")
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probability: Optional[float] = Field(None, ge=0.0, le=1.0, description="AI推荐概率")
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class TriageStep(BaseModel):
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"""分诊步骤。
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Attributes:
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question: 步骤问题文本
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options: 选项列表
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"""
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question: str = Field(..., description="步骤问题文本")
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options: List[TriageOption] = Field(default_factory=list, description="选项列表")
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# =============================================================================
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# H5 端请求 Schema
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# =============================================================================
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class TriageStartRequest(BaseModel):
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"""发起分诊请求。
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Attributes:
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conversation_id: 会话ID
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question: 员工问题文本
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"""
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conversation_id: str = Field(..., description="会话ID")
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question: str = Field(..., min_length=1, description="员工问题文本")
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class TriageStepRequest(BaseModel):
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"""提交步骤选择请求。
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Attributes:
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triage_id: 分诊会话ID
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step_index: 当前步骤序号（0-based）
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selected_label: 选择的选项标签
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"""
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triage_id: str = Field(..., description="分诊会话ID")
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step_index: int = Field(..., ge=0, description="当前步骤序号")
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selected_label: str = Field(..., description="选择的选项标签")
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class TriageSkipRequest(BaseModel):
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"""跳过步骤请求。
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Attributes:
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triage_id: 分诊会话ID
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step_index: 要跳过的步骤序号
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"""
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triage_id: str = Field(..., description="分诊会话ID")
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step_index: int = Field(..., ge=0, description="要跳过的步骤序号")
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class TriageTransferRequest(BaseModel):
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"""转人工请求。
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Attributes:
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triage_id: 分诊会话ID
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context: 已收集的上下文列表
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"""
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triage_id: str = Field(..., description="分诊会话ID")
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context: List[str] = Field(default_factory=list, description="已收集的上下文列表")
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class TriageCompleteRequest(BaseModel):
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"""分诊完成请求。
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Attributes:
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triage_id: 分诊会话ID
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context: 已收集的上下文列表
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"""
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triage_id: str = Field(..., description="分诊会话ID")
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context: List[str] = Field(default_factory=list, description="已收集的上下文列表")
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# =============================================================================
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# H5 端响应 Schema
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# =============================================================================
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class TriageStartResponse(BaseModel):
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"""发起分诊响应。
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Attributes:
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triage_id: 分诊会话ID
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steps: 分诊步骤列表
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total: 总步骤数
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confidence: AI 置信度
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urgency: 紧急度
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suggested_route: AI 建议路由
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"""
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triage_id: str = Field(..., description="分诊会话ID")
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steps: List[TriageStep] = Field(default_factory=list, description="分诊步骤列表")
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total: int = Field(0, description="总步骤数")
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confidence: Optional[float] = Field(None, description="AI 置信度")
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urgency: str = Field("medium", description="紧急度")
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suggested_route: Optional[str] = Field(None, description="AI 建议路由")
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class TriageStepResponse(BaseModel):
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"""提交步骤选择响应。
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Attributes:
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next_step: 下一步骤数据（无下一步时为 null）
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collected_context: 已收集的上下文列表
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"""
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next_step: Optional[TriageStep] = Field(None, description="下一步骤数据")
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collected_context: List[str] = Field(default_factory=list, description="已收集的上下文列表")
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class TriageTransferResponse(BaseModel):
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"""转人工响应。
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Attributes:
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conversation_id: 会话ID
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status: 会话状态
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"""
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conversation_id: str = Field(..., description="会话ID")
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status: str = Field("waiting_agent", description="会话状态")
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class TriageCompleteResponse(BaseModel):
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"""分诊完成响应。
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Attributes:
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reply: AI 生成的最终回复
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confidence: AI 置信度
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"""
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reply: str = Field(..., description="AI 生成的最终回复")
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confidence: float = Field(0.0, description="AI 置信度")
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# =============================================================================
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# 坐席端请求 Schema
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# =============================================================================
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class TriageRouteRequest(BaseModel):
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"""坐席路由操作请求。
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Attributes:
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route_action: 路由动作（ai_self/human/auto_approval/skip）
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route_note: 路由备注
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"""
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route_action: str = Field(..., description="路由动作：ai_self/human/auto_approval/skip")
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route_note: Optional[str] = Field(None, description="路由备注")
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class TriageExcludeOptionsRequest(BaseModel):
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"""坐席排除/推荐分诊选项请求。
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Attributes:
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excluded_labels: 要排除的选项标签列表
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recommended_label: 推荐的选项标签
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"""
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excluded_labels: List[str] = Field(default_factory=list, description="要排除的选项标签列表")
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recommended_label: Optional[str] = Field(None, description="推荐的选项标签")
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# =============================================================================
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# 坐席端响应 Schema
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# =============================================================================
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class TriageSessionResponse(BaseModel):
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"""分诊会话列表项响应。
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Attributes:
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id: 分诊会话ID
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conversation_id: 会话ID
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user_id: 员工ID
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user_name: 员工姓名
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user_dept: 员工部门
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request_title: 问题标题
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problem_type: 问题类型
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problem_category: 问题分类
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confidence: AI 置信度
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urgency: 紧急度
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suggested_route: AI 建议路由
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status: 分诊状态
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route_action: 路由动作
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route_note: 路由备注
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operator_id: 操作坐席ID
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created_at: 创建时间
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operated_at: 操作时间
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"""
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id: str = Field(..., description="分诊会话ID")
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conversation_id: str = Field(..., description="会话ID")
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user_id: str = Field(..., description="员工ID")
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user_name: Optional[str] = Field(None, description="员工姓名")
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user_dept: Optional[str] = Field(None, description="员工部门")
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request_title: str = Field(..., description="问题标题")
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problem_type: Optional[str] = Field(None, description="问题类型")
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problem_category: Optional[str] = Field(None, description="问题分类")
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confidence: Optional[float] = Field(None, description="AI 置信度")
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urgency: str = Field("medium", description="紧急度")
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suggested_route: Optional[str] = Field(None, description="AI 建议路由")
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status: str = Field("pending", description="分诊状态")
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route_action: Optional[str] = Field(None, description="路由动作")
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route_note: Optional[str] = Field(None, description="路由备注")
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operator_id: Optional[str] = Field(None, description="操作坐席ID")
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created_at: Optional[datetime] = Field(None, description="创建时间")
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operated_at: Optional[datetime] = Field(None, description="操作时间")
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model_config = {"from_attributes": True}
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class TriageDetailResponse(BaseModel):
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"""分诊详情响应（含完整数据）。
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Attributes:
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id: 分诊会话ID
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conversation_id: 会话ID
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user_id: 员工ID
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user_name: 员工姓名
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user_dept: 员工部门
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user_level: 员工IT技能等级
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device_info: 设备信息
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request_title: 问题标题
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request_content: 问题原文
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source: 来源渠道
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problem_type: 问题类型
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problem_category: 问题分类
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confidence: AI 置信度
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urgency: 紧急度
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suggested_route: AI 建议路由
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matched_knowledge: 匹配到的知识条目
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match_score: 知识匹配分数
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context_tags: 上下文标签列表
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triage_steps: 分诊步骤数据
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collected_context: 已收集的上下文列表
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status: 分诊状态
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route_action: 路由动作
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route_note: 路由备注
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operator_id: 操作坐席ID
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created_at: 创建时间
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updated_at: 更新时间
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operated_at: 操作时间
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"""
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id: str = Field(..., description="分诊会话ID")
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conversation_id: str = Field(..., description="会话ID")
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user_id: str = Field(..., description="员工ID")
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user_name: Optional[str] = Field(None, description="员工姓名")
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user_dept: Optional[str] = Field(None, description="员工部门")
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user_level: Optional[str] = Field(None, description="员工IT技能等级")
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device_info: Optional[str] = Field(None, description="设备信息")
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request_title: str = Field(..., description="问题标题")
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request_content: str = Field(..., description="问题原文")
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source: str = Field("wecom_h5", description="来源渠道")
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problem_type: Optional[str] = Field(None, description="问题类型")
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problem_category: Optional[str] = Field(None, description="问题分类")
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confidence: Optional[float] = Field(None, description="AI 置信度")
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urgency: str = Field("medium", description="紧急度")
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suggested_route: Optional[str] = Field(None, description="AI 建议路由")
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matched_knowledge: Optional[str] = Field(None, description="匹配到的知识条目")
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match_score: Optional[float] = Field(None, description="知识匹配分数")
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context_tags: List[str] = Field(default_factory=list, description="上下文标签列表")
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triage_steps: List[Dict[str, Any]] = Field(default_factory=list, description="分诊步骤数据")
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collected_context: List[str] = Field(default_factory=list, description="已收集的上下文列表")
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status: str = Field("pending", description="分诊状态")
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route_action: Optional[str] = Field(None, description="路由动作")
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route_note: Optional[str] = Field(None, description="路由备注")
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operator_id: Optional[str] = Field(None, description="操作坐席ID")
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created_at: Optional[datetime] = Field(None, description="创建时间")
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updated_at: Optional[datetime] = Field(None, description="更新时间")
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operated_at: Optional[datetime] = Field(None, description="操作时间")
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model_config = {"from_attributes": True}
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class TriageStatsResponse(BaseModel):
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"""分诊看板统计概要响应。
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Attributes:
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pending_total: 待分诊总数
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today_triaged: 今日已分诊数
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ai_self_count: AI 自答数
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human_count: 转人工数
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auto_approval_count: 自动审批数
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avg_duration_sec: 平均耗时（秒）
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"""
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pending_total: int = Field(0, description="待分诊总数")
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today_triaged: int = Field(0, description="今日已分诊数")
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ai_self_count: int = Field(0, description="AI 自答数")
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human_count: int = Field(0, description="转人工数")
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auto_approval_count: int = Field(0, description="自动审批数")
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avg_duration_sec: float = Field(0.0, description="平均耗时（秒）")
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