422 lines
12 KiB
Python
422 lines
12 KiB
Python
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# =============================================================================
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# 企微IT智能服务台 — 分诊交互 API
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# =============================================================================
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# 说明：分诊交互相关接口，包括：
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# H5 端（5个）：
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# POST /api/h5/triage/start — 发起分诊
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# POST /api/h5/triage/step — 提交步骤选择
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# POST /api/h5/triage/skip — 跳过步骤
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# POST /api/h5/triage/transfer — 转人工
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# POST /api/h5/triage/complete — 分诊完成
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# 坐席端（7个）：
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# GET /api/agent/triage/pending — 待分诊列表
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# GET /api/agent/triage/stats — 统计概要
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# GET /api/agent/triage/history — 历史列表
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# GET /api/agent/triage/export — 导出 xlsx
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# GET /api/agent/triage/{triage_id} — 分诊详情
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# POST /api/agent/triage/{triage_id}/route — 路由操作
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# POST /api/agent/triage/{triage_id}/exclude-options — 排除选项
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#
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# 注意：固定路径路由（/history, /export）必须在参数路由（/{triage_id}）之前注册，
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# 否则 FastAPI 会将 "history"/"export" 误匹配为 triage_id。
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# =============================================================================
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import logging
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from typing import Optional
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from fastapi import APIRouter, Depends, Query, Response
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from sqlalchemy.ext.asyncio import AsyncSession
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from app.database import get_db
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from app.dependencies import get_current_user, UserInfo
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from app.schemas.triage import (
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TriageStartRequest,
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TriageStepRequest,
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TriageSkipRequest,
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TriageTransferRequest,
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TriageCompleteRequest,
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TriageRouteRequest,
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TriageExcludeOptionsRequest,
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)
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from app.services.triage_service import get_triage_service
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logger = logging.getLogger(__name__)
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router = APIRouter()
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# 坐席端认证依赖（延迟导入避免循环依赖）
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def _get_current_agent():
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from app.api.agents import get_current_agent
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return get_current_agent
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# =============================================================================
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# H5 端接口（5个）
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# =============================================================================
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@router.post("/h5/triage/start")
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async def start_triage(
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body: TriageStartRequest,
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current_user: UserInfo = Depends(get_current_user),
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db: AsyncSession = Depends(get_db),
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):
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"""发起分诊。
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员工在 H5 端发送问题后，调用此接口发起 AI 分诊。
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后端创建分诊会话，调用 Dify 分诊应用分析问题并生成分步选择题。
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5秒超时自动转人工。
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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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service = get_triage_service()
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result = await service.start_triage(
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db=db,
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conversation_id=body.conversation_id,
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question=body.question,
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user_id=current_user.employee_id,
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user_name=current_user.name,
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user_dept=current_user.department,
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)
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if result.get("status") == "timeout":
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return {
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"code": 0,
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"message": result.get("message", "分诊超时，已自动转人工"),
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"data": result,
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}
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return {
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"code": 0,
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"message": "success",
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"data": result,
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}
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@router.post("/h5/triage/step")
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async def submit_step(
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body: TriageStepRequest,
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current_user: UserInfo = Depends(get_current_user),
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db: AsyncSession = Depends(get_db),
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):
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"""提交步骤选择。
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员工选择某个选项后，提交到后端记录上下文并获取下一步骤。
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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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service = get_triage_service()
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result = await service.submit_step(
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db=db,
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triage_id=body.triage_id,
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step_index=body.step_index,
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selected_label=body.selected_label,
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)
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if "error" in result:
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return {"code": 404, "message": result["error"], "data": None}
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return {
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"code": 0,
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"message": "success",
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"data": result,
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}
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@router.post("/h5/triage/skip")
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async def skip_step(
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body: TriageSkipRequest,
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current_user: UserInfo = Depends(get_current_user),
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db: AsyncSession = Depends(get_db),
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):
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"""跳过步骤。
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员工跳过当前步骤，直接进入下一步。
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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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service = get_triage_service()
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result = await service.skip_step(
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db=db,
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triage_id=body.triage_id,
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step_index=body.step_index,
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)
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if "error" in result:
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return {"code": 404, "message": result["error"], "data": None}
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return {
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"code": 0,
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"message": "success",
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"data": result,
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}
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@router.post("/h5/triage/transfer")
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async def transfer_to_human(
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body: TriageTransferRequest,
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current_user: UserInfo = Depends(get_current_user),
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db: AsyncSession = Depends(get_db),
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):
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"""转人工。
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员工主动选择转人工，后端记录上下文并将会话状态改为转人工。
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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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service = get_triage_service()
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result = await service.transfer_to_human(
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db=db,
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triage_id=body.triage_id,
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context=body.context,
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)
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if "error" in result:
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return {"code": 404, "message": result["error"], "data": None}
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return {
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"code": 0,
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"message": "已转接人工坐席",
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"data": result,
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}
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@router.post("/h5/triage/complete")
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async def complete_triage(
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body: TriageCompleteRequest,
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current_user: UserInfo = Depends(get_current_user),
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db: AsyncSession = Depends(get_db),
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):
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"""分诊完成。
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所有步骤完成后，调用 Dify 生成最终 AI 回复。
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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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service = get_triage_service()
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result = await service.complete_triage(
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db=db,
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triage_id=body.triage_id,
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context=body.context,
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)
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if "error" in result:
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return {"code": 404, "message": result["error"], "data": None}
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return {
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"code": 0,
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"message": "success",
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"data": result,
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}
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# =============================================================================
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# 坐席端接口（7个）
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# =============================================================================
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@router.get("/agent/triage/pending")
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async def list_pending(
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urgency: Optional[str] = Query(default=None, description="紧急度筛选：high/medium/low"),
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problem_type: Optional[str] = Query(default=None, description="问题类型筛选"),
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page: int = Query(default=1, ge=1, description="页码"),
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page_size: int = Query(default=20, ge=1, le=100, description="每页数量"),
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agent=Depends(_get_current_agent()),
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db: AsyncSession = Depends(get_db),
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):
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"""获取待分诊列表（按紧急度排序）。
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返回状态为 pending/triaging 的分诊会话，按紧急度排序（high > medium > low）。
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**需要坐席认证。**
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"""
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service = get_triage_service()
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result = await service.list_pending(
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db=db,
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urgency=urgency,
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problem_type=problem_type,
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page=page,
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page_size=page_size,
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)
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return {
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"code": 0,
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"message": "success",
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"data": result,
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}
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@router.get("/agent/triage/stats")
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async def get_stats(
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agent=Depends(_get_current_agent()),
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db: AsyncSession = Depends(get_db),
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):
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"""获取分诊看板统计概要。
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返回6项统计指标：待分诊数/今日已分诊/AI自答/转人工/自动审批/平均耗时。
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**需要坐席认证。**
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"""
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service = get_triage_service()
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result = await service.get_stats(db=db)
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return {
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"code": 0,
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"message": "success",
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"data": result,
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}
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@router.get("/agent/triage/history")
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async def get_history(
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date_from: Optional[str] = Query(default=None, description="开始日期（ISO格式）"),
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date_to: Optional[str] = Query(default=None, description="结束日期（ISO格式）"),
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route_action: Optional[str] = Query(default=None, description="路由动作筛选"),
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page: int = Query(default=1, ge=1, description="页码"),
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page_size: int = Query(default=20, ge=1, le=100, description="每页数量"),
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agent=Depends(_get_current_agent()),
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db: AsyncSession = Depends(get_db),
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):
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"""获取已分诊历史列表。
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返回状态为 routed/skipped/timeout 的分诊会话。
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**需要坐席认证。**
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"""
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service = get_triage_service()
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result = await service.get_history(
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db=db,
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date_from=date_from,
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date_to=date_to,
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route_action=route_action,
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page=page,
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page_size=page_size,
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)
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return {
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"code": 0,
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"message": "success",
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"data": result,
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}
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@router.get("/agent/triage/export")
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async def export_sessions(
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date_from: Optional[str] = Query(default=None, description="开始日期（ISO格式）"),
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date_to: Optional[str] = Query(default=None, description="结束日期（ISO格式）"),
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agent=Depends(_get_current_agent()),
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db: AsyncSession = Depends(get_db),
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):
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"""导出分诊记录为 xlsx。
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导出基础字段 + 分诊步骤详情。
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**需要坐席认证。**
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"""
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service = get_triage_service()
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xlsx_data = await service.export_sessions(
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db=db,
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date_from=date_from,
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date_to=date_to,
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)
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return Response(
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content=xlsx_data,
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media_type="application/vnd.openxmlformats-officedocument.spreadsheetml.sheet",
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headers={
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"Content-Disposition": "attachment; filename=triage_sessions.xlsx",
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},
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)
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@router.get("/agent/triage/{triage_id}")
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async def get_detail(
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triage_id: str,
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agent=Depends(_get_current_agent()),
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db: AsyncSession = Depends(get_db),
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):
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"""获取分诊详情。
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返回分诊会话的完整数据，包括用户画像、问题描述、AI分析结果、已收集上下文等。
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**需要坐席认证。**
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"""
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service = get_triage_service()
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result = await service.get_detail(db=db, triage_id=triage_id)
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if not result:
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|
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return {"code": 404, "message": "分诊会话不存在", "data": None}
|
|||
|
|
|
|||
|
|
return {
|
|||
|
|
"code": 0,
|
|||
|
|
"message": "success",
|
|||
|
|
"data": result,
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
|
|||
|
|
@router.post("/agent/triage/{triage_id}/route")
|
|||
|
|
async def route_session(
|
|||
|
|
triage_id: str,
|
|||
|
|
body: TriageRouteRequest,
|
|||
|
|
agent=Depends(_get_current_agent()),
|
|||
|
|
db: AsyncSession = Depends(get_db),
|
|||
|
|
):
|
|||
|
|
"""坐席路由操作（覆盖 AI 建议）。
|
|||
|
|
|
|||
|
|
坐席可选择4种路由动作：ai_self（AI自答）/ human（转人工）/ auto_approval（自动审批）/ skip（跳过）。
|
|||
|
|
|
|||
|
|
**需要坐席认证。**
|
|||
|
|
"""
|
|||
|
|
service = get_triage_service()
|
|||
|
|
result = await service.route_session(
|
|||
|
|
db=db,
|
|||
|
|
triage_id=triage_id,
|
|||
|
|
route_action=body.route_action,
|
|||
|
|
route_note=body.route_note,
|
|||
|
|
operator_id=agent.user_id if hasattr(agent, "user_id") else str(agent.id),
|
|||
|
|
)
|
|||
|
|
|
|||
|
|
if not result:
|
|||
|
|
return {"code": 404, "message": "分诊会话不存在", "data": None}
|
|||
|
|
|
|||
|
|
return {
|
|||
|
|
"code": 0,
|
|||
|
|
"message": "路由操作成功",
|
|||
|
|
"data": result,
|
|||
|
|
}
|
|||
|
|
|
|||
|
|
|
|||
|
|
@router.post("/agent/triage/{triage_id}/exclude-options")
|
|||
|
|
async def exclude_options(
|
|||
|
|
triage_id: str,
|
|||
|
|
body: TriageExcludeOptionsRequest,
|
|||
|
|
agent=Depends(_get_current_agent()),
|
|||
|
|
db: AsyncSession = Depends(get_db),
|
|||
|
|
):
|
|||
|
|
"""坐席排除/推荐分诊选项（WS 推送到 H5）。
|
|||
|
|
|
|||
|
|
坐席可排除某些选项或推荐某个选项，通过 WebSocket 实时推送到 H5 端。
|
|||
|
|
|
|||
|
|
**需要坐席认证。**
|
|||
|
|
"""
|
|||
|
|
service = get_triage_service()
|
|||
|
|
result = await service.exclude_options(
|
|||
|
|
db=db,
|
|||
|
|
triage_id=triage_id,
|
|||
|
|
excluded_labels=body.excluded_labels,
|
|||
|
|
recommended_label=body.recommended_label,
|
|||
|
|
)
|
|||
|
|
|
|||
|
|
if "error" in result:
|
|||
|
|
return {"code": 404, "message": result["error"], "data": None}
|
|||
|
|
|
|||
|
|
return {
|
|||
|
|
"code": 0,
|
|||
|
|
"message": "success",
|
|||
|
|
"data": result,
|
|||
|
|
}
|