536 lines
18 KiB
Python
536 lines
18 KiB
Python
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# =============================================================================
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# 企微IT智能服务台 — 答题与积分服务
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# =============================================================================
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# 说明：排队等待期间的答题系统，包含双模式题目选择、积分更新、插队计算
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#
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# 答题双模式（决策 D1）：
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# 模式A — 诊断题（info_locked=false）：与当前问题相关的选择题
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# 答案附加到会话上下文，供坐席接单时参考
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# 模式B — IT知识题（info_locked=true）：纯教育性质，提升IT素养
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#
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# 积分规则（决策 D2）：
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# 答对 +10分，答错不扣分，跨会话累积
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# 5级等级：0-99 IT小白 → 100-299 IT入门 → 300-599 IT达人 → 600-999 IT专家 → 1000+ IT大师
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#
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# 插队规则（决策 C4）：
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# queue_priority = min(答题数 // 3, 2) # 每答3题前移1位，上限2
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# =============================================================================
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import logging
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import random
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from typing import Any, Dict, List, Optional
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from sqlalchemy import func, select
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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 (
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EmployeePoints,
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QuizAnswer,
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QuizQuestion,
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)
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from app.utils.response import AppException
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logger = logging.getLogger(__name__)
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# 积分常量
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POINTS_PER_CORRECT = 10
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MAX_QUEUE_PRIORITY = 2
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QUIZ_PER_PRIORITY = 3 # 每答3题前移1位
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class QuizService:
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"""答题与积分服务。"""
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# ======================================================================
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# 获取下一道题
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# ======================================================================
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async def get_next_question(
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self,
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db: AsyncSession,
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employee_id: str,
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conversation: Optional[Conversation] = None,
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) -> Dict[str, Any]:
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"""获取下一道题（双模式自动选择）。
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模式选择逻辑：
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- 如果有活跃会话且 info_locked=false → 诊断题（模式A）
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- 如果有活跃会话且 info_locked=true → IT知识题（模式B）
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- 如果无活跃会话 → IT知识题（模式B）
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Args:
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db: 数据库会话
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employee_id: 员工ID
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conversation: 当前会话（可选，排队时传入）
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Returns:
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Dict: 题目数据 {question_id, type, category, question, options}
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"""
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# 判定模式
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use_diagnostic = (
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conversation is not None
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and conversation.status == "queued"
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and not conversation.info_locked
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)
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if use_diagnostic:
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# 模式A：诊断题 — 根据问题类别匹配
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question = await self._get_diagnostic_question(db, employee_id, conversation)
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else:
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# 模式B：IT知识题
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question = await self._get_knowledge_question(db, employee_id)
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if not question:
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return {
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"has_question": False,
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"message": "暂无更多题目，请稍后再试",
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}
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return {
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"has_question": True,
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"question_id": question.id,
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"type": question.type,
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"category": question.category,
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"difficulty": question.difficulty,
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"question": question.question,
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"options": question.options,
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}
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async def _get_diagnostic_question(
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self,
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db: AsyncSession,
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employee_id: str,
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conversation: Conversation,
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) -> Optional[QuizQuestion]:
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"""获取诊断题（模式A）。
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诊断题按问题类别匹配，排除已答过的题目。
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如果没有匹配的诊断题，降级为IT知识题。
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Args:
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db: 数据库会话
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employee_id: 员工ID
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conversation: 当前会话
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Returns:
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QuizQuestion 或 None
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"""
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# 查找已答过的题目ID（避免重复）
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answered_ids_subquery = (
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select(QuizAnswer.question_id)
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.where(
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QuizAnswer.employee_id == employee_id,
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QuizAnswer.conversation_id == conversation.id,
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)
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)
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# 查找诊断题（按问题类别匹配）
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stmt = (
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select(QuizQuestion)
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.where(
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QuizQuestion.type == "diagnostic",
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QuizQuestion.is_active == True, # noqa: E712
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QuizQuestion.id.notin_(answered_ids_subquery),
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)
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.order_by(func.random())
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.limit(1)
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)
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result = await db.execute(stmt)
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question = result.scalar_one_or_none()
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if question:
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return question
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# 降级：如果没有匹配的诊断题，使用IT知识题
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logger.info("无诊断题可用，降级为IT知识题: employee=%s", employee_id)
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return await self._get_knowledge_question(db, employee_id)
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async def _get_knowledge_question(
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self,
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db: AsyncSession,
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employee_id: str,
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) -> Optional[QuizQuestion]:
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"""获取IT知识题（模式B）。
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排除已答过的题目，随机选取。
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Args:
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db: 数据库会话
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employee_id: 员工ID
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Returns:
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QuizQuestion 或 None
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"""
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# 查找已答过的题目ID（跨会话排除，避免重复）
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answered_ids_subquery = (
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select(QuizAnswer.question_id)
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.where(QuizAnswer.employee_id == employee_id)
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)
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stmt = (
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select(QuizQuestion)
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.where(
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QuizQuestion.type == "knowledge",
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QuizQuestion.is_active == True, # noqa: E712
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QuizQuestion.id.notin_(answered_ids_subquery),
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)
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.order_by(func.random())
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.limit(1)
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)
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result = await db.execute(stmt)
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question = result.scalar_one_or_none()
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if question:
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return question
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# 如果所有题都答完了，重置（允许重复）
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logger.info("所有题目已答完，重置题目池: employee=%s", employee_id)
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stmt_all = (
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select(QuizQuestion)
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.where(
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QuizQuestion.type == "knowledge",
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QuizQuestion.is_active == True, # noqa: E712
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)
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.order_by(func.random())
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.limit(1)
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)
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result = await db.execute(stmt_all)
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return result.scalar_one_or_none()
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# ======================================================================
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# 提交答案
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# ======================================================================
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async def submit_answer(
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self,
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db: AsyncSession,
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employee_id: str,
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question_id: str,
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selected_index: int,
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conversation: Optional[Conversation] = None,
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) -> Dict[str, Any]:
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"""提交答案，返回正误+积分变化+插队效果+下一题。
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处理流程：
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1. 查询题目，判定正误
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2. 记录答题（quiz_answers）
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3. 更新积分账户（employee_points）
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4. 如果在排队中，更新 queue_priority
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5. 获取下一道题
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Args:
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db: 数据库会话
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employee_id: 员工ID
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question_id: 题目ID
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selected_index: 员工选择的答案索引
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conversation: 当前会话（可选）
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Returns:
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Dict: {is_correct, correct_index, explanation, points_earned,
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total_points, level, queue_priority_changed, next_question}
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"""
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# 1. 查询题目
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result = await db.execute(
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select(QuizQuestion).where(QuizQuestion.id == question_id)
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)
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question = result.scalar_one_or_none()
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if not question:
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raise AppException(code=1004, message="题目不存在")
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# 2. 判定正误
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is_correct = selected_index == question.correct_index
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points_earned = POINTS_PER_CORRECT if is_correct else 0
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# 3. 记录答题
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answer = QuizAnswer(
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employee_id=employee_id,
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conversation_id=conversation.id if conversation else None,
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question_id=question_id,
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selected_index=selected_index,
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is_correct=is_correct,
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points_earned=points_earned,
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)
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db.add(answer)
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# 4. 更新积分账户
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points_info = await self._update_employee_points(
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db, employee_id, points_earned, is_correct
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)
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# 5. 如果在排队中，更新 queue_priority
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queue_priority_changed = False
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old_priority = 0
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new_priority = 0
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if conversation and conversation.status == "queued":
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old_priority = conversation.queue_priority
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# 计算本次会话的答题总数
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answered_count = await db.scalar(
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select(func.count(QuizAnswer.id)).where(
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QuizAnswer.employee_id == employee_id,
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QuizAnswer.conversation_id == conversation.id,
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)
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)
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answered_count = answered_count or 0
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new_priority = min(answered_count // QUIZ_PER_PRIORITY, MAX_QUEUE_PRIORITY)
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conversation.queue_priority = new_priority
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conversation.updated_at = __import__("datetime").datetime.now()
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queue_priority_changed = new_priority > old_priority
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if queue_priority_changed:
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logger.info(
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"答题插队: employee=%s, answered=%d, priority %d→%d",
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employee_id, answered_count, old_priority, new_priority
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)
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await db.commit()
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# 6. 获取下一道题
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next_question = await self.get_next_question(db, employee_id, conversation)
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# 7. 如果是诊断题且答对，将答案文本附加到会话上下文
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if (question.type == "diagnostic" and conversation and is_correct
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and question.options and 0 <= selected_index < len(question.options)):
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await self._append_to_conversation_context(
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db, conversation, question.question, question.options[selected_index]
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)
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return {
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"is_correct": is_correct,
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"correct_index": question.correct_index,
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"explanation": question.explanation,
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"points_earned": points_earned,
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"total_points": points_info["total_points"],
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"level": points_info["level"],
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"answered_count": points_info["answered_count"],
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"correct_count": points_info["correct_count"],
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"queue_priority_changed": queue_priority_changed,
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"old_priority": old_priority,
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"new_priority": new_priority,
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"next_question": next_question,
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}
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# ======================================================================
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# 积分管理
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# ======================================================================
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async def _update_employee_points(
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self,
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db: AsyncSession,
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employee_id: str,
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points_earned: int,
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is_correct: bool,
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) -> Dict[str, Any]:
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"""更新员工积分账户。
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Args:
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db: 数据库会话
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employee_id: 员工ID
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points_earned: 本次获得积分
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is_correct: 是否答对
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Returns:
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Dict: 更新后的积分信息
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"""
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result = await db.execute(
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select(EmployeePoints).where(EmployeePoints.employee_id == employee_id)
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)
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points = result.scalar_one_or_none()
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if points:
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# 更新现有记录
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points.total_points += points_earned
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points.answered_count += 1
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if is_correct:
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points.correct_count += 1
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points.level = EmployeePoints.calculate_level(points.total_points)
|
|||
|
|
else:
|
|||
|
|
# 首次答题，创建记录
|
|||
|
|
points = EmployeePoints(
|
|||
|
|
employee_id=employee_id,
|
|||
|
|
total_points=points_earned,
|
|||
|
|
answered_count=1,
|
|||
|
|
correct_count=1 if is_correct else 0,
|
|||
|
|
level=EmployeePoints.calculate_level(points_earned),
|
|||
|
|
)
|
|||
|
|
db.add(points)
|
|||
|
|
|
|||
|
|
await db.flush()
|
|||
|
|
|
|||
|
|
return {
|
|||
|
|
"total_points": points.total_points,
|
|||
|
|
"level": points.level,
|
|||
|
|
"answered_count": points.answered_count,
|
|||
|
|
"correct_count": points.correct_count,
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
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: 积分信息
|
|||
|
|
"""
|
|||
|
|
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,
|
|||
|
|
"accuracy": round(points.correct_count / max(points.answered_count, 1) * 100, 1),
|
|||
|
|
}
|
|||
|
|
else:
|
|||
|
|
return {
|
|||
|
|
"total_points": 0,
|
|||
|
|
"level": "IT小白",
|
|||
|
|
"answered_count": 0,
|
|||
|
|
"correct_count": 0,
|
|||
|
|
"accuracy": 0,
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
# ======================================================================
|
|||
|
|
# 答题历史
|
|||
|
|
# ======================================================================
|
|||
|
|
|
|||
|
|
async def get_quiz_history(
|
|||
|
|
self,
|
|||
|
|
db: AsyncSession,
|
|||
|
|
employee_id: str,
|
|||
|
|
page: int = 1,
|
|||
|
|
page_size: int = 20,
|
|||
|
|
) -> Dict[str, Any]:
|
|||
|
|
"""获取答题历史记录。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
db: 数据库会话
|
|||
|
|
employee_id: 员工ID
|
|||
|
|
page: 页码
|
|||
|
|
page_size: 每页数量
|
|||
|
|
|
|||
|
|
Returns:
|
|||
|
|
Dict: {total, items, points}
|
|||
|
|
"""
|
|||
|
|
# 统计总数
|
|||
|
|
total = await db.scalar(
|
|||
|
|
select(func.count(QuizAnswer.id)).where(
|
|||
|
|
QuizAnswer.employee_id == employee_id
|
|||
|
|
)
|
|||
|
|
)
|
|||
|
|
total = total or 0
|
|||
|
|
|
|||
|
|
# 分页查询
|
|||
|
|
offset = (page - 1) * page_size
|
|||
|
|
stmt = (
|
|||
|
|
select(QuizAnswer, QuizQuestion)
|
|||
|
|
.join(QuizQuestion, QuizAnswer.question_id == QuizQuestion.id)
|
|||
|
|
.where(QuizAnswer.employee_id == employee_id)
|
|||
|
|
.order_by(QuizAnswer.created_at.desc())
|
|||
|
|
.offset(offset)
|
|||
|
|
.limit(page_size)
|
|||
|
|
)
|
|||
|
|
|
|||
|
|
result = await db.execute(stmt)
|
|||
|
|
rows = result.all()
|
|||
|
|
|
|||
|
|
items = []
|
|||
|
|
for answer, question in rows:
|
|||
|
|
items.append({
|
|||
|
|
"answer_id": answer.id,
|
|||
|
|
"question_text": question.question,
|
|||
|
|
"options": question.options,
|
|||
|
|
"selected_index": answer.selected_index,
|
|||
|
|
"correct_index": question.correct_index,
|
|||
|
|
"is_correct": answer.is_correct,
|
|||
|
|
"points_earned": answer.points_earned,
|
|||
|
|
"category": question.category,
|
|||
|
|
"type": question.type,
|
|||
|
|
"created_at": answer.created_at.isoformat() if answer.created_at else None,
|
|||
|
|
})
|
|||
|
|
|
|||
|
|
# 积分信息
|
|||
|
|
points_info = await self.get_employee_points(db, employee_id)
|
|||
|
|
|
|||
|
|
return {
|
|||
|
|
"total": total,
|
|||
|
|
"page": page,
|
|||
|
|
"page_size": page_size,
|
|||
|
|
"items": items,
|
|||
|
|
"points": points_info,
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
# ======================================================================
|
|||
|
|
# 诊断题答案附加到会话上下文
|
|||
|
|
# ======================================================================
|
|||
|
|
|
|||
|
|
async def _append_to_conversation_context(
|
|||
|
|
self,
|
|||
|
|
db: AsyncSession,
|
|||
|
|
conversation: Conversation,
|
|||
|
|
question_text: str,
|
|||
|
|
answer_text: str,
|
|||
|
|
) -> None:
|
|||
|
|
"""将诊断题答案附加到会话上下文（供坐席接单时参考）。
|
|||
|
|
|
|||
|
|
这相当于员工在排队期间做了自助信息补充。
|
|||
|
|
答案通过 WS 推送给坐席端，坐席接单时能看到。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
db: 数据库会话
|
|||
|
|
conversation: 当前会话
|
|||
|
|
question_text: 题目文本
|
|||
|
|
answer_text: 员工选择的答案文本
|
|||
|
|
"""
|
|||
|
|
try:
|
|||
|
|
from app.services.ws_manager import manager as ws_manager
|
|||
|
|
|
|||
|
|
# 通过WS推送给坐席端
|
|||
|
|
ws_data = {
|
|||
|
|
"type": "quiz_context_collected",
|
|||
|
|
"data": {
|
|||
|
|
"conversation_id": conversation.id,
|
|||
|
|
"employee_id": conversation.employee_id,
|
|||
|
|
"question": question_text,
|
|||
|
|
"answer": answer_text,
|
|||
|
|
"timestamp": __import__("datetime").datetime.now().isoformat(),
|
|||
|
|
},
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
# 推送给坐席端（如果有分配的坐席）
|
|||
|
|
if conversation.assigned_agent_id:
|
|||
|
|
await ws_manager.send_to_agent(conversation.assigned_agent_id, ws_data)
|
|||
|
|
|
|||
|
|
logger.info(
|
|||
|
|
"诊断题答案附加到上下文: conv=%s, Q=%s, A=%s",
|
|||
|
|
conversation.id, question_text[:50], answer_text[:50]
|
|||
|
|
)
|
|||
|
|
except Exception as e:
|
|||
|
|
logger.warning("WS推送诊断题答案失败: %s", e)
|
|||
|
|
|
|||
|
|
|
|||
|
|
# 单例
|
|||
|
|
_quiz_service: Optional[QuizService] = None
|
|||
|
|
|
|||
|
|
|
|||
|
|
def get_quiz_service() -> QuizService:
|
|||
|
|
"""获取 QuizService 单例。"""
|
|||
|
|
global _quiz_service
|
|||
|
|
if _quiz_service is None:
|
|||
|
|
_quiz_service = QuizService()
|
|||
|
|
return _quiz_service
|