75 lines
3.3 KiB
Plaintext
75 lines
3.3 KiB
Plaintext
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%% 分诊主流程时序图
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%% 来源：增量设计-知识库迭代-开发任务分解-20260712.md §2.5
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sequenceDiagram
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participant H5 as H5 员工端
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participant API as FastAPI 后端
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participant TriSvc as TriageService
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participant DifyTri as Dify 分诊应用
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participant DB as PostgreSQL
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participant AG as 坐席端看板
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participant WS as WebSocket
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rect rgb(255, 243, 224)
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Note over H5,DB: 阶段1：发起分诊
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H5->>API: POST /api/h5/triage/start {conversation_id, question}
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API->>TriSvc: start_triage(conversation_id, question)
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TriSvc->>DB: INSERT triage_sessions (status=triaging)
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TriSvc->>DifyTri: 调用分诊 prompt（拆分问题为分步选择题）
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alt Dify 5秒内响应
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DifyTri-->>TriSvc: {steps[], confidence, urgency, suggested_route, problem_type}
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TriSvc->>DB: UPDATE triage_sessions SET triage_steps, confidence, urgency, suggested_route
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TriSvc-->>API: {triage_id, steps, total, confidence, urgency, suggested_route}
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API-->>H5: {triage_id, steps, total, ...}
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else Dify 超时(>5s)
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TriSvc->>DB: UPDATE triage_sessions SET status=timeout
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TriSvc-->>API: 超时，自动转人工
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API-->>H5: 分诊超时，已转人工
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end
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end
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rect rgb(227, 242, 253)
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Note over H5,DB: 阶段2：分步选择 + 坐席协同
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loop 每一步
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H5->>API: POST /api/h5/triage/step {triage_id, step_index, selected_label}
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API->>TriSvc: submit_step(triage_id, step_index, selected_label)
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TriSvc->>DB: 记录 collected_context
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TriSvc->>DifyTri: 根据选择动态调整后续步骤
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DifyTri-->>TriSvc: next_step
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TriSvc-->>API: {next_step, collected_context}
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API-->>H5: {next_step, collected_context}
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end
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Note over AG: 坐席看板实时查看分诊进度
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AG->>API: GET /api/agent/triage/pending
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API-->>AG: 待分诊列表
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AG->>API: GET /api/agent/triage/{triage_id}
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API-->>AG: 分诊详情
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opt 坐席排除选项
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AG->>API: POST /api/agent/triage/{triage_id}/exclude-options {excluded_labels}
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API->>WS: WS 推送 excluded_labels 到 H5
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WS-->>H5: {type: "triage_exclude", excluded_labels}
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H5->>H5: TriageCard.setExcludedOptions(labels)
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end
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end
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rect rgb(232, 245, 233)
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Note over H5,DB: 阶段3：分诊完成 / 转人工
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alt 所有步骤完成
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H5->>API: POST /api/h5/triage/complete {triage_id, context}
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API->>TriSvc: complete_triage(triage_id, context)
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TriSvc->>DifyTri: 根据收集的上下文生成最终回复
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DifyTri-->>TriSvc: {reply, confidence}
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TriSvc->>DB: UPDATE triage_sessions SET status=routed, route_action=ai_self
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TriSvc-->>API: {reply, confidence}
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API-->>H5: AI 回复
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else 转人工
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H5->>API: POST /api/h5/triage/transfer {triage_id, context}
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API->>TriSvc: transfer_to_human(triage_id, context)
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TriSvc->>DB: UPDATE triage_sessions SET status=routed, route_action=human
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TriSvc-->>API: 转人工成功
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API-->>H5: 已转人工
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end
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end
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