991 lines
34 KiB
Python
991 lines
34 KiB
Python
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# =============================================================================
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# 企微IT智能服务台 — 分诊业务逻辑服务
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# =============================================================================
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# 说明：分诊交互的核心业务逻辑，包括：
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# 1. start_triage — 发起分诊（含5秒超时自动转人工）
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# 2. submit_step — 提交步骤选择
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# 3. skip_step — 跳过步骤
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# 4. complete_triage — 分诊完成生成最终回复
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# 5. transfer_to_human — 转人工
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# 6. determine_urgency — 紧急度判断（关键词规则）
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# 坐席端：list_pending / get_detail / route_session / get_history / export / exclude_options
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# =============================================================================
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import asyncio
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import io
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import logging
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from datetime import datetime
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from typing import Any, Dict, List, Optional
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from openpyxl import Workbook
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from sqlalchemy import func, select, and_, case
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from sqlalchemy.ext.asyncio import AsyncSession
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from app.config import settings
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from app.models.triage_session import TriageSession
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from app.services.dify_triage_service import get_dify_triage_service
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logger = logging.getLogger(__name__)
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# =============================================================================
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# 紧急度判断关键词规则（决策 #3）
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# =============================================================================
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# 扩展：同时用于"人工"按钮紧急直通判定
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URGENCY_HIGH_KEYWORDS: List[str] = [
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"紧急", "马上", "宕机", "无法工作", "崩溃", "死机", "蓝屏",
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# 新增：紧急直通人工关键词（电脑无法启动、网络无法连接等）
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"电脑无法启动", "网络无法连接", "多人不能上网", "无法上网",
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"开不了机", "连不上网", "全部断网",
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]
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URGENCY_MEDIUM_KEYWORDS: List[str] = [
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"报错", "失败", "连不上", "打不开", "不能用",
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]
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# =============================================================================
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# 信息锁定判定（决策 B2/B3）
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# =============================================================================
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# 有效回答：不在以下集合中的回答。无效回答包括"人工""不知道"等。
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INVALID_ANSWERS = frozenset({
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"人工", "不知道", "不确定", "转人工", "跳过", "",
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})
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# 有效回答占比阈值：≥70% 判定为信息锁定
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INFO_LOCKED_THRESHOLD = 0.70
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# =============================================================================
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# 关闭关键词识别（决策 G2：AI解决确认支持关键词识别）
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# =============================================================================
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RESOLVE_KEYWORDS: List[str] = [
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"解决了", "谢谢", "没问题了", "可以了", "好了",
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"弄好了", "搞定了", "不需要了", "撤销", "关闭",
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]
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class TriageService:
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"""分诊业务逻辑服务。
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管理 AI 分诊的完整生命周期，从发起分诊到最终路由。
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"""
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def __init__(self):
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"""初始化分诊服务。"""
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self.dify_service = get_dify_triage_service()
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# ==========================================================================
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# 紧急度判断（关键词规则）
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# ==========================================================================
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@staticmethod
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def determine_urgency(question: str, confidence: Optional[float] = None) -> str:
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"""根据关键词 + 置信度判断紧急度。
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规则：
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1. 含高级关键词（紧急/宕机/崩溃等）→ high
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2. 置信度 < 0.5 → high（低置信也视为紧急）
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3. 含中级关键词（报错/失败/连不上等）→ medium
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4. 其余 → low
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Args:
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question: 员工问题文本
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confidence: AI 置信度（可选）
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Returns:
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str: 紧急度（high/medium/low）
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"""
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if any(kw in question for kw in URGENCY_HIGH_KEYWORDS):
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return "high"
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if confidence is not None and confidence < 0.5:
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return "high"
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if any(kw in question for kw in URGENCY_MEDIUM_KEYWORDS):
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return "medium"
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return "low"
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# ==========================================================================
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# H5 端方法
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# ==========================================================================
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async def start_triage(
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self,
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db: AsyncSession,
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conversation_id: str,
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question: str,
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user_id: str,
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user_name: str = "",
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user_dept: str = "",
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device_info: str = "",
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) -> Dict[str, Any]:
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"""发起分诊（含5秒超时自动转人工）。
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流程：
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1. 创建 triage_sessions 记录（status=triaging）
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2. 调用 Dify 分诊应用（5秒超时）
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3. 超时则自动转人工（status=timeout）
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4. 成功则更新分诊步骤和AI分析结果
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Args:
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db: 数据库会话
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conversation_id: 会话ID
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question: 员工问题文本
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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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device_info: 设备信息
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Returns:
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Dict[str, Any]: 分诊结果或超时信息
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"""
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# 1. 创建分诊会话记录
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session = TriageSession(
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conversation_id=conversation_id,
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user_id=user_id,
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user_name=user_name,
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user_dept=user_dept,
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device_info=device_info,
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request_title=question[:200] if question else "",
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request_content=question,
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source="wecom_h5",
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status="triaging",
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urgency="medium",
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)
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db.add(session)
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await db.commit()
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await db.refresh(session)
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triage_id = session.id
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logger.info("分诊会话已创建: triage_id=%s, user=%s", triage_id, user_id)
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# 2. 调用 Dify 分诊（5秒超时）
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try:
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result = await asyncio.wait_for(
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self.dify_service.analyze(question, context=[], step_index=0),
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timeout=float(settings.dify_triage_timeout),
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)
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except asyncio.TimeoutError:
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# 超时自动转人工
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logger.warning("分诊超时（>%s秒），自动转人工: triage_id=%s",
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settings.dify_triage_timeout, triage_id)
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await self._transfer_to_human_on_timeout(db, triage_id)
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return {
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"status": "timeout",
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"message": "分诊超时，已自动转人工",
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"triage_id": triage_id,
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}
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except RuntimeError as e:
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# Dify 不可用，降级转人工
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logger.error("Dify 分诊不可用，降级转人工: triage_id=%s, error=%s",
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triage_id, e)
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await self._transfer_to_human_on_timeout(db, triage_id)
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return {
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"status": "timeout",
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"message": "分诊服务暂时不可用，已自动转人工",
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"triage_id": triage_id,
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}
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# 3. 更新分诊会话
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confidence = result.get("confidence")
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urgency = self.determine_urgency(question, confidence)
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# 覆盖 Dify 返回的紧急度（以关键词规则为准）
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if result.get("urgency") and not any(
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kw in question for kw in URGENCY_HIGH_KEYWORDS + URGENCY_MEDIUM_KEYWORDS
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):
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urgency = result.get("urgency", "medium")
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session.triage_steps = result.get("triage_steps", [])
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session.confidence = confidence
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session.urgency = urgency
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session.suggested_route = result.get("suggested_route")
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session.problem_type = result.get("problem_type")
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session.problem_category = result.get("problem_category")
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session.matched_knowledge = result.get("matched_knowledge")
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session.match_score = result.get("match_score")
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session.context_tags = result.get("context_tags", [])
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session.status = "triaging"
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session.updated_at = datetime.now()
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await db.commit()
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await db.refresh(session)
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logger.info(
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"分诊分析完成: triage_id=%s, problem_type=%s, urgency=%s, steps=%d",
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triage_id,
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result.get("problem_type"),
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urgency,
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len(result.get("triage_steps", [])),
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)
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return {
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"triage_id": triage_id,
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"steps": result.get("triage_steps", []),
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"total": len(result.get("triage_steps", [])),
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"confidence": confidence,
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"urgency": urgency,
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"suggested_route": result.get("suggested_route"),
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}
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async def submit_step(
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self,
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db: AsyncSession,
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triage_id: str,
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step_index: int,
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selected_label: str,
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) -> Dict[str, Any]:
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"""提交步骤选择（含信息锁定判定）。
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记录用户选择的上下文，并根据选择动态调整后续步骤。
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当所有步骤完成时，判定信息是否锁定：
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- 有效回答占比 ≥ 70% → info_locked = true → WS推送 queue_segment_changed
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- 有效回答占比 < 70% → info_locked = false（员工需继续回答诊断题补充）
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Args:
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db: 数据库会话
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triage_id: 信息梳理会话ID
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step_index: 当前步骤序号
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selected_label: 选择的选项标签
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Returns:
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Dict[str, Any]: 下一步骤数据、已收集上下文、信息锁定状态
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"""
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session = await self._get_session(db, triage_id)
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if not session:
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return {"error": "信息梳理会话不存在"}
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# 记录已收集的上下文
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collected = list(session.collected_context or [])
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if selected_label and selected_label not in collected:
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collected.append(selected_label)
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session.collected_context = collected
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session.updated_at = datetime.now()
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await db.commit()
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# 获取下一步骤（从预生成的步骤中取）
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steps = session.triage_steps or []
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next_index = step_index + 1
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all_steps_done = next_index >= len(steps)
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if not all_steps_done:
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next_step = steps[next_index] if next_index < len(steps) else None
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else:
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next_step = None
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# ==================================================================
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# 信息锁定判定：所有步骤完成时触发
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# ==================================================================
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info_locked = False
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if all_steps_done:
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info_locked = self._check_info_locked(collected)
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if info_locked:
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# 更新关联的 Conversation 表
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await self._update_conversation_info_locked(
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db, session.conversation_id, locked=True
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)
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logger.info(
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"信息锁定成功: triage_id=%s, conversation_id=%s, "
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"有效回答=%d/%d (%.0f%%)",
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triage_id, session.conversation_id,
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sum(1 for a in collected if a.strip() not in INVALID_ANSWERS),
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len(collected),
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(sum(1 for a in collected if a.strip() not in INVALID_ANSWERS) / max(len(collected), 1)) * 100
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)
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# 标记信息梳理状态为完成
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session.status = "routed"
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session.route_action = "info_locked"
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session.updated_at = datetime.now()
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await db.commit()
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# WS推送：队列段位变更
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await self._push_queue_segment_changed(
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session.user_id, session.conversation_id,
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"incomplete", "completed",
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"信息梳理完成，已进入优先队列"
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)
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return {
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"next_step": next_step,
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"collected_context": collected,
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"info_locked": info_locked,
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"all_steps_done": all_steps_done,
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}
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async def skip_step(
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self,
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db: AsyncSession,
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triage_id: str,
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step_index: int,
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) -> Dict[str, Any]:
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"""跳过步骤。
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Args:
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db: 数据库会话
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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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Returns:
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|
|
Dict[str, Any]: 下一步骤数据
|
|||
|
|
"""
|
|||
|
|
session = await self._get_session(db, triage_id)
|
|||
|
|
if not session:
|
|||
|
|
return {"error": "分诊会话不存在"}
|
|||
|
|
|
|||
|
|
steps = session.triage_steps or []
|
|||
|
|
next_index = step_index + 1
|
|||
|
|
|
|||
|
|
session.updated_at = datetime.now()
|
|||
|
|
await db.commit()
|
|||
|
|
|
|||
|
|
if next_index < len(steps):
|
|||
|
|
next_step = steps[next_index]
|
|||
|
|
else:
|
|||
|
|
next_step = None
|
|||
|
|
|
|||
|
|
return {"next_step": next_step}
|
|||
|
|
|
|||
|
|
async def complete_triage(
|
|||
|
|
self,
|
|||
|
|
db: AsyncSession,
|
|||
|
|
triage_id: str,
|
|||
|
|
context: List[str],
|
|||
|
|
) -> Dict[str, Any]:
|
|||
|
|
"""分诊完成，生成最终回复。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
db: 数据库会话
|
|||
|
|
triage_id: 分诊会话ID
|
|||
|
|
context: 已收集的上下文列表
|
|||
|
|
|
|||
|
|
Returns:
|
|||
|
|
Dict[str, Any]: AI 回复和置信度
|
|||
|
|
"""
|
|||
|
|
session = await self._get_session(db, triage_id)
|
|||
|
|
if not session:
|
|||
|
|
return {"error": "分诊会话不存在"}
|
|||
|
|
|
|||
|
|
# 更新收集的上下文
|
|||
|
|
session.collected_context = context
|
|||
|
|
session.status = "routed"
|
|||
|
|
session.route_action = "ai_self"
|
|||
|
|
session.updated_at = datetime.now()
|
|||
|
|
|
|||
|
|
try:
|
|||
|
|
# 调用 Dify 生成最终回复
|
|||
|
|
result = await self.dify_service.generate_reply(
|
|||
|
|
session.request_content, context
|
|||
|
|
)
|
|||
|
|
reply = result.get("reply", "根据您提供的信息，建议联系IT服务台获取进一步帮助。")
|
|||
|
|
confidence = result.get("confidence", 0.0)
|
|||
|
|
except RuntimeError as e:
|
|||
|
|
logger.warning("Dify 生成回复失败，使用降级回复: %s", e)
|
|||
|
|
reply = "根据您提供的信息，建议联系IT服务台获取进一步帮助。"
|
|||
|
|
confidence = 0.0
|
|||
|
|
|
|||
|
|
await db.commit()
|
|||
|
|
|
|||
|
|
return {"reply": reply, "confidence": confidence}
|
|||
|
|
|
|||
|
|
async def transfer_to_human(
|
|||
|
|
self,
|
|||
|
|
db: AsyncSession,
|
|||
|
|
triage_id: str,
|
|||
|
|
context: List[str],
|
|||
|
|
) -> Dict[str, Any]:
|
|||
|
|
"""转人工。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
db: 数据库会话
|
|||
|
|
triage_id: 分诊会话ID
|
|||
|
|
context: 已收集的上下文列表
|
|||
|
|
|
|||
|
|
Returns:
|
|||
|
|
Dict[str, Any]: 转人工结果
|
|||
|
|
"""
|
|||
|
|
session = await self._get_session(db, triage_id)
|
|||
|
|
if not session:
|
|||
|
|
return {"error": "分诊会话不存在"}
|
|||
|
|
|
|||
|
|
session.collected_context = context
|
|||
|
|
session.status = "routed"
|
|||
|
|
session.route_action = "human"
|
|||
|
|
session.updated_at = datetime.now()
|
|||
|
|
|
|||
|
|
await db.commit()
|
|||
|
|
|
|||
|
|
return {
|
|||
|
|
"conversation_id": session.conversation_id,
|
|||
|
|
"status": "waiting_agent",
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
# ==========================================================================
|
|||
|
|
# 坐席端方法
|
|||
|
|
# ==========================================================================
|
|||
|
|
|
|||
|
|
async def list_pending(
|
|||
|
|
self,
|
|||
|
|
db: AsyncSession,
|
|||
|
|
urgency: Optional[str] = None,
|
|||
|
|
problem_type: Optional[str] = None,
|
|||
|
|
page: int = 1,
|
|||
|
|
page_size: int = 20,
|
|||
|
|
) -> Dict[str, Any]:
|
|||
|
|
"""获取待分诊列表（按紧急度排序）。
|
|||
|
|
|
|||
|
|
排序规则：high > medium > low，同紧急度按创建时间倒序。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
db: 数据库会话
|
|||
|
|
urgency: 紧急度筛选
|
|||
|
|
problem_type: 问题类型筛选
|
|||
|
|
page: 页码
|
|||
|
|
page_size: 每页数量
|
|||
|
|
|
|||
|
|
Returns:
|
|||
|
|
Dict[str, Any]: {total, items}
|
|||
|
|
"""
|
|||
|
|
# 构建查询条件
|
|||
|
|
conditions = [TriageSession.status.in_(["pending", "triaging"])]
|
|||
|
|
if urgency:
|
|||
|
|
conditions.append(TriageSession.urgency == urgency)
|
|||
|
|
if problem_type:
|
|||
|
|
conditions.append(TriageSession.problem_type == problem_type)
|
|||
|
|
|
|||
|
|
# 紧急度排序：用 CASE 表达式
|
|||
|
|
urgency_order = case(
|
|||
|
|
(TriageSession.urgency == "high", 0),
|
|||
|
|
(TriageSession.urgency == "medium", 1),
|
|||
|
|
(TriageSession.urgency == "low", 2),
|
|||
|
|
else_=3,
|
|||
|
|
)
|
|||
|
|
|
|||
|
|
stmt = (
|
|||
|
|
select(TriageSession)
|
|||
|
|
.where(and_(*conditions))
|
|||
|
|
.order_by(urgency_order, TriageSession.created_at.desc())
|
|||
|
|
)
|
|||
|
|
|
|||
|
|
# 统计总数
|
|||
|
|
count_stmt = select(func.count()).select_from(TriageSession).where(and_(*conditions))
|
|||
|
|
total_result = await db.execute(count_stmt)
|
|||
|
|
total = total_result.scalar() or 0
|
|||
|
|
|
|||
|
|
# 分页
|
|||
|
|
offset = (page - 1) * page_size
|
|||
|
|
stmt = stmt.offset(offset).limit(page_size)
|
|||
|
|
result = await db.execute(stmt)
|
|||
|
|
items = result.scalars().all()
|
|||
|
|
|
|||
|
|
return {
|
|||
|
|
"total": total,
|
|||
|
|
"items": [self._session_to_dict(s) for s in items],
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
async def get_stats(self, db: AsyncSession) -> Dict[str, Any]:
|
|||
|
|
"""获取分诊看板统计概要。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
db: 数据库会话
|
|||
|
|
|
|||
|
|
Returns:
|
|||
|
|
Dict[str, Any]: 统计数据
|
|||
|
|
"""
|
|||
|
|
now = datetime.now()
|
|||
|
|
today_start = now.replace(hour=0, minute=0, second=0, microsecond=0)
|
|||
|
|
|
|||
|
|
# 待分诊总数
|
|||
|
|
pending_result = await db.execute(
|
|||
|
|
select(func.count()).select_from(TriageSession).where(
|
|||
|
|
TriageSession.status.in_(["pending", "triaging"])
|
|||
|
|
)
|
|||
|
|
)
|
|||
|
|
pending_total = pending_result.scalar() or 0
|
|||
|
|
|
|||
|
|
# 今日已分诊数
|
|||
|
|
today_result = await db.execute(
|
|||
|
|
select(func.count()).select_from(TriageSession).where(
|
|||
|
|
and_(
|
|||
|
|
TriageSession.status == "routed",
|
|||
|
|
TriageSession.operated_at >= today_start,
|
|||
|
|
)
|
|||
|
|
)
|
|||
|
|
)
|
|||
|
|
today_triaged = today_result.scalar() or 0
|
|||
|
|
|
|||
|
|
# AI 自答数
|
|||
|
|
ai_self_result = await db.execute(
|
|||
|
|
select(func.count()).select_from(TriageSession).where(
|
|||
|
|
and_(
|
|||
|
|
TriageSession.route_action == "ai_self",
|
|||
|
|
TriageSession.operated_at >= today_start,
|
|||
|
|
)
|
|||
|
|
)
|
|||
|
|
)
|
|||
|
|
ai_self_count = ai_self_result.scalar() or 0
|
|||
|
|
|
|||
|
|
# 转人工数
|
|||
|
|
human_result = await db.execute(
|
|||
|
|
select(func.count()).select_from(TriageSession).where(
|
|||
|
|
and_(
|
|||
|
|
TriageSession.route_action == "human",
|
|||
|
|
TriageSession.operated_at >= today_start,
|
|||
|
|
)
|
|||
|
|
)
|
|||
|
|
)
|
|||
|
|
human_count = human_result.scalar() or 0
|
|||
|
|
|
|||
|
|
# 自动审批数
|
|||
|
|
auto_result = await db.execute(
|
|||
|
|
select(func.count()).select_from(TriageSession).where(
|
|||
|
|
and_(
|
|||
|
|
TriageSession.route_action == "auto_approval",
|
|||
|
|
TriageSession.operated_at >= today_start,
|
|||
|
|
)
|
|||
|
|
)
|
|||
|
|
)
|
|||
|
|
auto_approval_count = auto_result.scalar() or 0
|
|||
|
|
|
|||
|
|
# 平均耗时（从创建到操作）
|
|||
|
|
avg_result = await db.execute(
|
|||
|
|
select(
|
|||
|
|
func.avg(
|
|||
|
|
func.extract("epoch", TriageSession.operated_at - TriageSession.created_at)
|
|||
|
|
)
|
|||
|
|
).where(
|
|||
|
|
and_(
|
|||
|
|
TriageSession.status == "routed",
|
|||
|
|
TriageSession.operated_at.isnot(None),
|
|||
|
|
TriageSession.operated_at >= today_start,
|
|||
|
|
)
|
|||
|
|
)
|
|||
|
|
)
|
|||
|
|
avg_duration = avg_result.scalar()
|
|||
|
|
avg_duration_sec = float(avg_duration) if avg_duration else 0.0
|
|||
|
|
|
|||
|
|
return {
|
|||
|
|
"pending_total": pending_total,
|
|||
|
|
"today_triaged": today_triaged,
|
|||
|
|
"ai_self_count": ai_self_count,
|
|||
|
|
"human_count": human_count,
|
|||
|
|
"auto_approval_count": auto_approval_count,
|
|||
|
|
"avg_duration_sec": round(avg_duration_sec, 1),
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
async def get_detail(self, db: AsyncSession, triage_id: str) -> Optional[Dict[str, Any]]:
|
|||
|
|
"""获取分诊详情。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
db: 数据库会话
|
|||
|
|
triage_id: 分诊会话ID
|
|||
|
|
|
|||
|
|
Returns:
|
|||
|
|
Optional[Dict[str, Any]]: 分诊详情字典，不存在返回 None
|
|||
|
|
"""
|
|||
|
|
session = await self._get_session(db, triage_id)
|
|||
|
|
if not session:
|
|||
|
|
return None
|
|||
|
|
return self._session_to_detail_dict(session)
|
|||
|
|
|
|||
|
|
async def route_session(
|
|||
|
|
self,
|
|||
|
|
db: AsyncSession,
|
|||
|
|
triage_id: str,
|
|||
|
|
route_action: str,
|
|||
|
|
route_note: Optional[str],
|
|||
|
|
operator_id: str,
|
|||
|
|
) -> Optional[Dict[str, Any]]:
|
|||
|
|
"""坐席路由操作（覆盖 AI 建议）。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
db: 数据库会话
|
|||
|
|
triage_id: 分诊会话ID
|
|||
|
|
route_action: 路由动作
|
|||
|
|
route_note: 路由备注
|
|||
|
|
operator_id: 操作坐席ID
|
|||
|
|
|
|||
|
|
Returns:
|
|||
|
|
Optional[Dict[str, Any]]: 更新后的分诊会话字典
|
|||
|
|
"""
|
|||
|
|
session = await self._get_session(db, triage_id)
|
|||
|
|
if not session:
|
|||
|
|
return None
|
|||
|
|
|
|||
|
|
session.route_action = route_action
|
|||
|
|
session.route_note = route_note
|
|||
|
|
session.operator_id = operator_id
|
|||
|
|
session.operated_at = datetime.now()
|
|||
|
|
session.status = "routed" if route_action != "skip" else "skipped"
|
|||
|
|
session.updated_at = datetime.now()
|
|||
|
|
|
|||
|
|
await db.commit()
|
|||
|
|
await db.refresh(session)
|
|||
|
|
|
|||
|
|
return self._session_to_dict(session)
|
|||
|
|
|
|||
|
|
async def get_history(
|
|||
|
|
self,
|
|||
|
|
db: AsyncSession,
|
|||
|
|
date_from: Optional[str] = None,
|
|||
|
|
date_to: Optional[str] = None,
|
|||
|
|
route_action: Optional[str] = None,
|
|||
|
|
page: int = 1,
|
|||
|
|
page_size: int = 20,
|
|||
|
|
) -> Dict[str, Any]:
|
|||
|
|
"""获取已分诊历史列表。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
db: 数据库会话
|
|||
|
|
date_from: 开始日期
|
|||
|
|
date_to: 结束日期
|
|||
|
|
route_action: 路由动作筛选
|
|||
|
|
page: 页码
|
|||
|
|
page_size: 每页数量
|
|||
|
|
|
|||
|
|
Returns:
|
|||
|
|
Dict[str, Any]: {total, items}
|
|||
|
|
"""
|
|||
|
|
conditions = [TriageSession.status.in_(["routed", "skipped", "timeout"])]
|
|||
|
|
|
|||
|
|
if date_from:
|
|||
|
|
try:
|
|||
|
|
dt_from = datetime.fromisoformat(date_from)
|
|||
|
|
conditions.append(TriageSession.created_at >= dt_from)
|
|||
|
|
except ValueError:
|
|||
|
|
pass
|
|||
|
|
if date_to:
|
|||
|
|
try:
|
|||
|
|
dt_to = datetime.fromisoformat(date_to)
|
|||
|
|
conditions.append(TriageSession.created_at <= dt_to)
|
|||
|
|
except ValueError:
|
|||
|
|
pass
|
|||
|
|
if route_action:
|
|||
|
|
conditions.append(TriageSession.route_action == route_action)
|
|||
|
|
|
|||
|
|
stmt = (
|
|||
|
|
select(TriageSession)
|
|||
|
|
.where(and_(*conditions))
|
|||
|
|
.order_by(TriageSession.created_at.desc())
|
|||
|
|
)
|
|||
|
|
|
|||
|
|
count_stmt = select(func.count()).select_from(TriageSession).where(and_(*conditions))
|
|||
|
|
total_result = await db.execute(count_stmt)
|
|||
|
|
total = total_result.scalar() or 0
|
|||
|
|
|
|||
|
|
offset = (page - 1) * page_size
|
|||
|
|
stmt = stmt.offset(offset).limit(page_size)
|
|||
|
|
result = await db.execute(stmt)
|
|||
|
|
items = result.scalars().all()
|
|||
|
|
|
|||
|
|
return {
|
|||
|
|
"total": total,
|
|||
|
|
"items": [self._session_to_dict(s) for s in items],
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
async def export_sessions(
|
|||
|
|
self,
|
|||
|
|
db: AsyncSession,
|
|||
|
|
date_from: Optional[str] = None,
|
|||
|
|
date_to: Optional[str] = None,
|
|||
|
|
) -> bytes:
|
|||
|
|
"""导出分诊记录为 xlsx。
|
|||
|
|
|
|||
|
|
导出基础字段 + 分诊步骤详情。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
db: 数据库会话
|
|||
|
|
date_from: 开始日期
|
|||
|
|
date_to: 结束日期
|
|||
|
|
|
|||
|
|
Returns:
|
|||
|
|
bytes: xlsx 文件内容
|
|||
|
|
"""
|
|||
|
|
conditions = []
|
|||
|
|
if date_from:
|
|||
|
|
try:
|
|||
|
|
dt_from = datetime.fromisoformat(date_from)
|
|||
|
|
conditions.append(TriageSession.created_at >= dt_from)
|
|||
|
|
except ValueError:
|
|||
|
|
pass
|
|||
|
|
if date_to:
|
|||
|
|
try:
|
|||
|
|
dt_to = datetime.fromisoformat(date_to)
|
|||
|
|
conditions.append(TriageSession.created_at <= dt_to)
|
|||
|
|
except ValueError:
|
|||
|
|
pass
|
|||
|
|
|
|||
|
|
stmt = select(TriageSession).order_by(TriageSession.created_at.desc())
|
|||
|
|
if conditions:
|
|||
|
|
stmt = stmt.where(and_(*conditions))
|
|||
|
|
|
|||
|
|
result = await db.execute(stmt)
|
|||
|
|
sessions = result.scalars().all()
|
|||
|
|
|
|||
|
|
# 构建 Excel
|
|||
|
|
wb = Workbook()
|
|||
|
|
ws = wb.active
|
|||
|
|
ws.title = "分诊记录"
|
|||
|
|
|
|||
|
|
# 表头
|
|||
|
|
headers = [
|
|||
|
|
"分诊ID", "会话ID", "员工ID", "员工姓名", "部门",
|
|||
|
|
"问题标题", "问题类型", "问题分类", "置信度", "紧急度",
|
|||
|
|
"AI建议路由", "最终路由", "路由备注", "操作坐席",
|
|||
|
|
"创建时间", "操作时间", "已收集上下文", "分诊步骤详情",
|
|||
|
|
]
|
|||
|
|
ws.append(headers)
|
|||
|
|
|
|||
|
|
# 数据行
|
|||
|
|
for s in sessions:
|
|||
|
|
steps_detail = ""
|
|||
|
|
if s.triage_steps:
|
|||
|
|
for i, step in enumerate(s.triage_steps, 1):
|
|||
|
|
q = step.get("question", "")
|
|||
|
|
opts = " | ".join(
|
|||
|
|
f"{o.get('label', '')}({o.get('probability', 0):.0%})"
|
|||
|
|
for o in step.get("options", [])
|
|||
|
|
)
|
|||
|
|
steps_detail += f"步骤{i}: {q} [{opts}]; "
|
|||
|
|
|
|||
|
|
ws.append([
|
|||
|
|
s.id,
|
|||
|
|
s.conversation_id,
|
|||
|
|
s.user_id,
|
|||
|
|
s.user_name or "",
|
|||
|
|
s.user_dept or "",
|
|||
|
|
s.request_title,
|
|||
|
|
s.problem_type or "",
|
|||
|
|
s.problem_category or "",
|
|||
|
|
round(s.confidence, 2) if s.confidence else "",
|
|||
|
|
s.urgency,
|
|||
|
|
s.suggested_route or "",
|
|||
|
|
s.route_action or "",
|
|||
|
|
s.route_note or "",
|
|||
|
|
s.operator_id or "",
|
|||
|
|
s.created_at.strftime("%Y-%m-%d %H:%M:%S") if s.created_at else "",
|
|||
|
|
s.operated_at.strftime("%Y-%m-%d %H:%M:%S") if s.operated_at else "",
|
|||
|
|
" / ".join(s.collected_context or []),
|
|||
|
|
steps_detail,
|
|||
|
|
])
|
|||
|
|
|
|||
|
|
# 调整列宽
|
|||
|
|
for col in ws.columns:
|
|||
|
|
max_length = max(len(str(cell.value or "")) for cell in col)
|
|||
|
|
ws.column_dimensions[col[0].column_letter].width = min(max_length + 2, 50)
|
|||
|
|
|
|||
|
|
# 输出到内存
|
|||
|
|
output = io.BytesIO()
|
|||
|
|
wb.save(output)
|
|||
|
|
output.seek(0)
|
|||
|
|
return output.getvalue()
|
|||
|
|
|
|||
|
|
async def exclude_options(
|
|||
|
|
self,
|
|||
|
|
db: AsyncSession,
|
|||
|
|
triage_id: str,
|
|||
|
|
excluded_labels: List[str],
|
|||
|
|
recommended_label: Optional[str],
|
|||
|
|
) -> Dict[str, Any]:
|
|||
|
|
"""坐席排除/推荐分诊选项（通过 WS 推送到 H5）。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
db: 数据库会话
|
|||
|
|
triage_id: 分诊会话ID
|
|||
|
|
excluded_labels: 要排除的选项标签列表
|
|||
|
|
recommended_label: 推荐的选项标签
|
|||
|
|
|
|||
|
|
Returns:
|
|||
|
|
Dict[str, Any]: 排除结果
|
|||
|
|
"""
|
|||
|
|
session = await self._get_session(db, triage_id)
|
|||
|
|
if not session:
|
|||
|
|
return {"error": "分诊会话不存在"}
|
|||
|
|
|
|||
|
|
# 通过 WS 推送到 H5 端
|
|||
|
|
from app.services.ws_manager import manager as ws_manager
|
|||
|
|
|
|||
|
|
ws_data = {
|
|||
|
|
"type": "triage_exclude",
|
|||
|
|
"data": {
|
|||
|
|
"triage_id": triage_id,
|
|||
|
|
"excluded_labels": excluded_labels,
|
|||
|
|
"recommended_label": recommended_label,
|
|||
|
|
},
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
await ws_manager.send_to_employee(session.user_id, ws_data)
|
|||
|
|
logger.info(
|
|||
|
|
"排除选项已推送: triage_id=%s, excluded=%s, recommended=%s",
|
|||
|
|
triage_id,
|
|||
|
|
excluded_labels,
|
|||
|
|
recommended_label,
|
|||
|
|
)
|
|||
|
|
|
|||
|
|
return {"excluded": True}
|
|||
|
|
|
|||
|
|
# ==========================================================================
|
|||
|
|
# 内部辅助方法
|
|||
|
|
# ==========================================================================
|
|||
|
|
|
|||
|
|
@staticmethod
|
|||
|
|
def _check_info_locked(collected_context: List[str]) -> bool:
|
|||
|
|
"""判定信息是否锁定（决策 B2/B3）。
|
|||
|
|
|
|||
|
|
条件：有效回答占比 ≥ 70%。
|
|||
|
|
有效回答 = 不在 INVALID_ANSWERS 集合中的回答。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
collected_context: 已收集的上下文回答列表
|
|||
|
|
|
|||
|
|
Returns:
|
|||
|
|
bool: True=已锁定，False=未锁定
|
|||
|
|
"""
|
|||
|
|
if not collected_context:
|
|||
|
|
return False
|
|||
|
|
total = len(collected_context)
|
|||
|
|
valid = sum(1 for ans in collected_context if ans.strip() not in INVALID_ANSWERS)
|
|||
|
|
return (valid / total) >= INFO_LOCKED_THRESHOLD
|
|||
|
|
|
|||
|
|
async def _update_conversation_info_locked(
|
|||
|
|
self, db: AsyncSession, conversation_id: str, locked: bool
|
|||
|
|
) -> None:
|
|||
|
|
"""更新 Conversation 表的 info_locked 字段。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
db: 数据库会话
|
|||
|
|
conversation_id: 会话ID
|
|||
|
|
locked: 是否锁定
|
|||
|
|
"""
|
|||
|
|
from app.models.conversation import Conversation
|
|||
|
|
result = await db.execute(
|
|||
|
|
select(Conversation).where(Conversation.id == conversation_id)
|
|||
|
|
)
|
|||
|
|
conv = result.scalar_one_or_none()
|
|||
|
|
if conv:
|
|||
|
|
conv.info_locked = locked
|
|||
|
|
conv.updated_at = datetime.now()
|
|||
|
|
await db.commit()
|
|||
|
|
logger.info("Conversation info_locked 更新: conv_id=%s, locked=%s",
|
|||
|
|
conversation_id, locked)
|
|||
|
|
|
|||
|
|
async def _push_queue_segment_changed(
|
|||
|
|
self,
|
|||
|
|
employee_id: str,
|
|||
|
|
conversation_id: str,
|
|||
|
|
old_segment: str,
|
|||
|
|
new_segment: str,
|
|||
|
|
message: str,
|
|||
|
|
) -> None:
|
|||
|
|
"""推送队列段位变更 WS事件（queue_segment_changed）。
|
|||
|
|
|
|||
|
|
当 info_locked 变为 true 时，员工从"待梳理"段升级到"已梳理"段。
|
|||
|
|
|
|||
|
|
Args:
|
|||
|
|
employee_id: 员工ID
|
|||
|
|
conversation_id: 会话ID
|
|||
|
|
old_segment: 原段位（incomplete）
|
|||
|
|
new_segment: 新段位（completed）
|
|||
|
|
message: 提示消息
|
|||
|
|
"""
|
|||
|
|
try:
|
|||
|
|
from app.services.ws_manager import manager as ws_manager
|
|||
|
|
ws_data = {
|
|||
|
|
"type": "queue_segment_changed",
|
|||
|
|
"data": {
|
|||
|
|
"conversation_id": conversation_id,
|
|||
|
|
"old_segment": old_segment,
|
|||
|
|
"new_segment": new_segment,
|
|||
|
|
"message": message,
|
|||
|
|
},
|
|||
|
|
}
|
|||
|
|
await ws_manager.send_to_employee(employee_id, ws_data)
|
|||
|
|
except Exception as e:
|
|||
|
|
logger.warning("WS推送队列段位变更失败: %s", e)
|
|||
|
|
|
|||
|
|
async def _get_session(self, db: AsyncSession, triage_id: str) -> Optional[TriageSession]:
|
|||
|
|
"""获取分诊会话记录。"""
|
|||
|
|
result = await db.execute(
|
|||
|
|
select(TriageSession).where(TriageSession.id == triage_id)
|
|||
|
|
)
|
|||
|
|
return result.scalar_one_or_none()
|
|||
|
|
|
|||
|
|
async def _transfer_to_human_on_timeout(
|
|||
|
|
self, db: AsyncSession, triage_id: str
|
|||
|
|
) -> None:
|
|||
|
|
"""超时自动转人工。"""
|
|||
|
|
session = await self._get_session(db, triage_id)
|
|||
|
|
if session:
|
|||
|
|
session.status = "timeout"
|
|||
|
|
session.route_action = "human"
|
|||
|
|
session.route_note = "分诊超时，自动转人工"
|
|||
|
|
session.updated_at = datetime.now()
|
|||
|
|
await db.commit()
|
|||
|
|
|
|||
|
|
@staticmethod
|
|||
|
|
def _session_to_dict(s: TriageSession) -> Dict[str, Any]:
|
|||
|
|
"""将会话对象转为列表项字典。"""
|
|||
|
|
return {
|
|||
|
|
"id": s.id,
|
|||
|
|
"conversation_id": s.conversation_id,
|
|||
|
|
"user_id": s.user_id,
|
|||
|
|
"user_name": s.user_name,
|
|||
|
|
"user_dept": s.user_dept,
|
|||
|
|
"request_title": s.request_title,
|
|||
|
|
"problem_type": s.problem_type,
|
|||
|
|
"problem_category": s.problem_category,
|
|||
|
|
"confidence": s.confidence,
|
|||
|
|
"urgency": s.urgency,
|
|||
|
|
"suggested_route": s.suggested_route,
|
|||
|
|
"status": s.status,
|
|||
|
|
"route_action": s.route_action,
|
|||
|
|
"route_note": s.route_note,
|
|||
|
|
"operator_id": s.operator_id,
|
|||
|
|
"created_at": s.created_at.isoformat() if s.created_at else None,
|
|||
|
|
"operated_at": s.operated_at.isoformat() if s.operated_at else None,
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
@staticmethod
|
|||
|
|
def _session_to_detail_dict(s: TriageSession) -> Dict[str, Any]:
|
|||
|
|
"""将会话对象转为详情字典。"""
|
|||
|
|
return {
|
|||
|
|
"id": s.id,
|
|||
|
|
"conversation_id": s.conversation_id,
|
|||
|
|
"user_id": s.user_id,
|
|||
|
|
"user_name": s.user_name,
|
|||
|
|
"user_dept": s.user_dept,
|
|||
|
|
"user_level": s.user_level,
|
|||
|
|
"device_info": s.device_info,
|
|||
|
|
"request_title": s.request_title,
|
|||
|
|
"request_content": s.request_content,
|
|||
|
|
"source": s.source,
|
|||
|
|
"problem_type": s.problem_type,
|
|||
|
|
"problem_category": s.problem_category,
|
|||
|
|
"confidence": s.confidence,
|
|||
|
|
"urgency": s.urgency,
|
|||
|
|
"suggested_route": s.suggested_route,
|
|||
|
|
"matched_knowledge": s.matched_knowledge,
|
|||
|
|
"match_score": s.match_score,
|
|||
|
|
"context_tags": s.context_tags or [],
|
|||
|
|
"triage_steps": s.triage_steps or [],
|
|||
|
|
"collected_context": s.collected_context or [],
|
|||
|
|
"status": s.status,
|
|||
|
|
"route_action": s.route_action,
|
|||
|
|
"route_note": s.route_note,
|
|||
|
|
"operator_id": s.operator_id,
|
|||
|
|
"created_at": s.created_at.isoformat() if s.created_at else None,
|
|||
|
|
"updated_at": s.updated_at.isoformat() if s.updated_at else None,
|
|||
|
|
"operated_at": s.operated_at.isoformat() if s.operated_at else None,
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
|
|||
|
|
# 单例
|
|||
|
|
_triage_service: Optional[TriageService] = None
|
|||
|
|
|
|||
|
|
|
|||
|
|
def get_triage_service() -> TriageService:
|
|||
|
|
"""获取 TriageService 单例。
|
|||
|
|
|
|||
|
|
Returns:
|
|||
|
|
TriageService: 单例实例
|
|||
|
|
"""
|
|||
|
|
global _triage_service
|
|||
|
|
if _triage_service is None:
|
|||
|
|
_triage_service = TriageService()
|
|||
|
|
return _triage_service
|