feat: 2026-07-12~13 全量更新 - AI对话链路改造+H5 v4/v5+坐席端v5+上下文感知诊断+知识库迭代3
## H5 员工端 v4 (2026-07-13 00:48 已部署)
- 人工按钮三态文案统一为"人工坐席"
- 按钮位置移至发送键和语音按钮上方(垂直堆叠)
- 点按钮直接调 store.shakeAgent()，删除 CallAgentModal 弹窗动画
- 截图快捷键提示改为"截图->粘贴：Alt+Shift+A-Ctrl+V ---> Ctrl+V"
- 移动端隐藏截图提示(CSS 媒体查询)
- AI转人工提示改为"已为您呼叫人工坐席，请稍等!"
- 坐席接入提示改为"坐席正在查看您的信息，请等待处理回复！"
- 删除"摇铃呼叫坐席"入口和文案
- 删除孤儿组件 MessageList.vue + shake 动画 CSS
## H5 员工端 v5 (2026-07-13 02:08 已部署)
- RightPanel v2.1：删除"软件安装"和"资源权限"标签页
- 移除标签栏，智能推荐(DynamicRecommend)直接展示
- 删除 SoftwareDownloads/ApprovalLinks 引用和相关 CSS
## AI 对话链路全栈改造 Phase 1-6 (已部署)
- Phase 1: Dify JSON输出 + 后端blocking解析 + 双WS推送 + 错误降级
- Phase 2: 关键词收窄(~25强意图词) + 两级分类Prompt + 删除前端checkApprovalIntent
- Phase 3: WS扩展(ai_thinking+dynamic_recommend) + ai_structured气泡 + RightPanel v2 + 选项回传
- Phase 4: VisionService接入 + 图片消息融合(5秒窗口) + 降级策略
- Phase 5: 坐席端ai_thinking指示器 + ai_structured/byod_card渲染 + handleNewMessage修复
- Phase 6: diagnosis_stage(6值) + response_time_ms计时 + 慢响应告警(>10s)
## 坐席端 v5 (2026-07-13 01:38 已部署)
- ai_structured/byod_card 只读渲染
- AI思考指示器 UI
- handleNewMessage 透传 msg_type/extra_data 修复
- 布局优化v2.0: QuickReplyBar L1+L2悬浮 + ReplyBox左右分区 + 右栏260/560px切换
- 键盘快捷键v2.3: 纯数字路由 + ESC分层撤销 + Shift+Space用event.code
## 上下文感知智能诊断闭环 (2026-07-12 已部署)
- 三层诊断(API→Script→AI) + 三段排队(VIP→info_locked→not locked)
- 答题插队 + 五场景关闭
- 迁移052(6表+6列) + queue_service + quiz_service + closing_service
- H5前端: QueueWaiting + RightPanel双Tab + InputBar三态 + ResolveConfirmCard
- 坐席前端: pending_close结单流程 + 信息锁定(Dify步骤完成+有效回答率≥70%)
## 知识库迭代3 (2026-07-12 已部署)
- 分诊交互(H5+坐席+Dify独立应用)
- 拓扑预览(ECharts只读)
- 代答排除(4种匹配器: keyword/regex/intent/category)
- 迁移051 + 44文件43测试通过
## 后端变更
- 6个Python文件改造(h5_ai_task.py/h5.py/ai_service.py/closing_service.py等)
- funny_phrase_service.py: shake/connected/keyword 默认文案更新
- session_service.py: 企微消息文案同步
- 新增: queue.py/quiz.py/triage.py/exclusion_rules.py 等API端点
- 新增: diagnostic.py/quiz.py/triage_session.py 等模型
- 新增: closing_service/queue_service/quiz_service/triage_service 等服务
## 文档更新
- CHANGELOG.md: 新增 [未发布] 区全部变更记录
- 项目管理主文档 v2.5: 新增v0.7.3版本 + 已完成看板 + 最近搞定
- 版本记录: 新增v0.7.3条目
- AI对话链路实施计划: Phase 1-6 全部标记✅已实施
- 新增架构图/时序图/类图(mermaid)
## 部署路径修正
- 服务器项目根路径: /opt/wecom-it-desk/
- 所有前端dist均为ro bind mount，只能在宿主机源路径操作
- 服务器nginx /h5/ 是静态文件服务(非proxy_pass)
- elFinder上传二进制不可靠(MD5不匹配)，改用base64分块上传
This commit is contained in:
Simon
+288
-21
@@ -67,6 +67,8 @@ from app.services.ws_manager import manager as ws_manager
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from app.services.wecom_service import WecomService
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from app.services.employee_directory import get_org_directory
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from app.utils.response import AppException, ERR_UNAUTHORIZED, success_response
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from app.services.closing_service import ClosingService
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from pydantic import BaseModel, Field
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logger = logging.getLogger(__name__)
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@@ -921,12 +923,15 @@ async def h5_send_message(
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# 为什么：AI 推理（Dify）慢（3~15s），放后台经 WS 流式推回，
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# 发送接口瞬时返回，前端不再卡"发送中"
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# 约束：后台任务使用独立 DB session，且需单 worker（见 h5_ai_task.py）
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# v2.1（Phase 4）：传递 msg_type 和 media_url，支持图片消息 VisionService 分析
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asyncio.create_task(
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process_h5_ai_reply(
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conversation_id=str(conversation.id),
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employee_id=employee_id,
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content=content,
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dify_conversation_id=conversation.dify_conversation_id,
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msg_type=msg_type,
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media_url=media_url,
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)
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)
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@@ -1130,21 +1135,43 @@ async def shake(
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"请先描述您的问题，Duckula（达寇拉）需要先帮您分析。至少互动3轮后才能呼叫人工坐席哦～"
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)
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# ================================================================
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# 决策 E2/E3：紧急关键词直通检测
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# ================================================================
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# 检查最近消息是否包含紧急关键词
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# 如果命中 → 绕过3轮AI互动限制，直接进入排队/分配（紧急直通）
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from app.services.triage_service import URGENCY_HIGH_KEYWORDS
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last_msg_summary = (conversation.last_message_summary or "").lower()
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is_emergency = any(kw in last_msg_summary for kw in URGENCY_HIGH_KEYWORDS)
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# 前置校验：必须满足 AI 实质性回复 >= 3 次才能呼叫坐席
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if conversation.ai_substantive_reply_count < 3:
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# 例外：紧急关键词命中时绕过此限制（决策 E2 紧急直通）
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if not is_emergency and conversation.ai_substantive_reply_count < 3:
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raise AppException(
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1003,
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"请先描述您的问题，Duckula（达寇拉）需要先帮您分析。至少互动3轮后才能呼叫人工坐席哦～"
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)
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# ================================================================
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# 决策 E4：未梳理提醒
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# ================================================================
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# 如果信息未锁定（info_locked=False），返回 needs_info_confirm 标记
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# 前端据此弹窗提示"完成信息梳理可进入快速通道"
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needs_info_confirm = not conversation.info_locked
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# 更新员工姓名
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if employee_name and not conversation.employee_name:
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conversation.employee_name = employee_name
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# 设置举手标记
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tags = dict(conversation.tags) if conversation.tags else {}
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tags["hand_raise"] = True
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if is_emergency:
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tags["emergency_direct_connect"] = True # 紧急直通标记
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conversation.tags = tags
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conversation.urgency_score = max(conversation.urgency_score, 2)
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if is_emergency:
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conversation.urgency_score = max(conversation.urgency_score, 5) # 紧急直通设最高紧急度
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conversation.last_message_at = datetime.now()
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conversation.updated_at = datetime.now()
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db.add(conversation)
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@@ -1215,12 +1242,15 @@ async def shake(
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"hand_raise": True,
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"assigned_agent_id": assigned_agent_id,
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"assign_result": assign_result,
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"is_emergency": is_emergency, # 紧急直通标记
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"info_locked": conversation.info_locked, # 信息梳理状态
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"queue_priority": conversation.queue_priority, # 答题插队优先级
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}
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})
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except Exception as e:
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logger.warning(f"WebSocket广播失败（不阻塞流程）: {e}")
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logger.info(f"举手触发: employee_id={employee_id}, conv_id={conversation.id}, assign_result={assign_result}")
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logger.info(f"举手触发: employee_id={employee_id}, conv_id={conversation.id}, assign_result={assign_result}, emergency={is_emergency}")
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# 7. 返回会话信息和话术
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conv_data = ConversationResponse.model_validate(conversation).model_dump()
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@@ -1230,6 +1260,9 @@ async def shake(
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"funny_phrase": phrase,
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"assign_result": assign_result,
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"assigned_agent_id": assigned_agent_id,
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"is_emergency": is_emergency, # 紧急直通标记
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"needs_info_confirm": needs_info_confirm, # 信息未梳理提醒
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"info_locked": conversation.info_locked, # 当前信息锁定状态
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}
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)
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@@ -1367,18 +1400,22 @@ async def get_queue_status(
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employee_id: str = Query(..., description="员工ID"),
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db: AsyncSession = Depends(get_db),
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):
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"""查询当前排队状态。
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"""查询当前排队状态（三段排序版）。
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返回当前会话的排队位置和预计等待时间。
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排队三段排序：
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1. VIP段（is_vip=true）
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2. 已梳理段（info_locked=true）
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3. 待梳理段（info_locked=false）
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段内排序：queue_priority DESC → urgency_score DESC → created_at ASC
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Args:
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employee_id: 员工ID
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Returns:
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Dict: 排队状态信息
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Dict: 排队状态信息（含段位、位置、预估等待时间）
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"""
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from sqlalchemy import select, func
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from app.models.conversation import Conversation
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from app.services.queue_service import get_queue_service
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# 1. 查找该员工的排队会话
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stmt = select(Conversation).where(
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@@ -1390,7 +1427,7 @@ async def get_queue_status(
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conversation = result.scalars().first()
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if not conversation:
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# 不在排队中，可能是已分配或无会话
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# 不在排队中
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return success_response(data={
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"in_queue": False,
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"status": None,
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@@ -1398,23 +1435,22 @@ async def get_queue_status(
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"estimated_wait_seconds": 0,
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})
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# 2. 计算排队位置（按创建时间排序）
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count_stmt = select(func.count(Conversation.id)).where(
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Conversation.status == "queued",
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Conversation.created_at < conversation.created_at,
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)
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count_result = await db.execute(count_stmt)
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queue_position = count_result.scalar() or 0
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# 3. 计算预计等待时间（基于平均处理时长5分钟）
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estimated_wait_seconds = queue_position * 300 # 5分钟/人
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# 2. 使用 QueueService 计算三段排序位置
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queue_service = get_queue_service()
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queue_info = await queue_service.calculate_queue_position(db, conversation)
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return success_response(data={
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"in_queue": True,
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"status": conversation.status,
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"queue_position": queue_position + 1,
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"estimated_wait_seconds": estimated_wait_seconds,
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"conversation_id": str(conversation.id),
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"queue_position": queue_info["position"],
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"estimated_wait_seconds": queue_info["estimated_wait_sec"],
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"segment": queue_info["segment"],
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"segment_label": queue_info["segment_label"],
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"ahead_count": queue_info["ahead_count"],
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"queue_priority": queue_info["queue_priority"],
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"info_locked": conversation.info_locked,
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"is_vip": conversation.is_vip,
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})
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@@ -1865,3 +1901,234 @@ async def h5_invite_participant(
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response_data = ConversationResponse.model_validate(conversation).model_dump()
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return success_response(data=response_data)
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# ==========================================================================
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# 关闭机制 API（决策 G1-G5）
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# ==========================================================================
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# 五种关闭场景的 H5 端点：
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# POST /api/h5/conversations/current/resolve — 员工确认AI已解决
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# POST /api/h5/conversations/current/close — 员工主动关闭
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# POST /api/h5/conversations/current/resolve/confirm — 员工确认坐席结单
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# POST /api/h5/conversations/current/resolve/reject — 员工拒绝坐席结单
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# POST /api/h5/conversations/current/reopen — 24h内重开
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# ==========================================================================
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class SelfResolveRequest(BaseModel):
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"""员工确认AI已解决请求体。"""
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resolve_summary: Optional[str] = Field(None, description="解决摘要（可选）")
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class EmployeeCloseRequest(BaseModel):
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"""员工主动关闭请求体。"""
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close_reason: Optional[str] = Field(None, description="关闭原因（可选）")
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class ResolveConfirmRequest(BaseModel):
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"""员工确认/拒绝坐席结单请求体。"""
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action: str = Field(..., description="confirm=确认, reject=拒绝")
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reason: Optional[str] = Field(None, description="拒绝原因（拒绝时可选）")
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class ReopenRequest(BaseModel):
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"""重开会话请求体。"""
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original_conversation_id: str = Field(..., description="原会话ID")
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# --------------------------------------------------------------------------
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# POST /api/h5/conversations/current/resolve — 员工确认AI已解决
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# --------------------------------------------------------------------------
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@router.post("/h5/conversations/current/resolve")
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async def h5_self_resolve(
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body: SelfResolveRequest,
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employee_id: str = Depends(_get_current_employee),
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db: AsyncSession = Depends(get_db),
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):
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"""员工确认AI已解决问题（AI自助场景）。
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触发场景：
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- 对话流中"已解决"确认卡片按钮
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- AI检测到关闭关键词后推送的确认卡片
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状态转换：ai_handling → resolved
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关闭方：employee / 关闭方式：ai_self
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Args:
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body: 请求体（可选 resolve_summary）
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employee_id: 当前登录员工ID
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db: 数据库会话
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Returns:
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Dict: 统一响应格式，包含已关闭的会话信息
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"""
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closing_service = ClosingService(db)
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conversation = await closing_service.employee_self_resolve(
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employee_id=employee_id,
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resolve_summary=body.resolve_summary,
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)
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await db.commit()
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response_data = ConversationResponse.model_validate(conversation).model_dump()
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return success_response(data=response_data)
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# --------------------------------------------------------------------------
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# POST /api/h5/conversations/current/close — 员工主动关闭
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# --------------------------------------------------------------------------
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@router.post("/h5/conversations/current/close")
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async def h5_employee_close(
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body: EmployeeCloseRequest,
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employee_id: str = Depends(_get_current_employee),
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db: AsyncSession = Depends(get_db),
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):
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"""员工主动关闭会话。
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适用场景：
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- 问题自行解决，不需要AI或坐席帮助
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- 不想继续等待
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- 问题已通过其他渠道解决
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状态转换：任意活跃状态 → resolved
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关闭方：employee / 关闭方式：employee_initiative
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Args:
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body: 请求体（可选 close_reason）
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employee_id: 当前登录员工ID
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db: 数据库会话
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Returns:
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Dict: 统一响应格式，包含已关闭的会话信息
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"""
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closing_service = ClosingService(db)
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conversation = await closing_service.employee_initiative_close(
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employee_id=employee_id,
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close_reason=body.close_reason,
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)
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await db.commit()
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response_data = ConversationResponse.model_validate(conversation).model_dump()
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return success_response(data=response_data)
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# --------------------------------------------------------------------------
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# POST /api/h5/conversations/current/resolve/confirm — 员工确认/拒绝坐席结单
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# --------------------------------------------------------------------------
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@router.post("/h5/conversations/current/resolve/confirm")
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async def h5_resolve_confirm(
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body: ResolveConfirmRequest,
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employee_id: str = Depends(_get_current_employee),
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db: AsyncSession = Depends(get_db),
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):
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"""员工确认或拒绝坐席的结单请求。
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坐席发起结单后，会话进入 pending_close 状态，
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员工通过此端点确认或拒绝。
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- confirm: pending_close → resolved（坐席结单+员工确认）
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- reject: pending_close → serving（恢复服务）
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- 5分钟内不响应：系统自动关闭
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Args:
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body: 请求体（action=confirm/reject, reason=拒绝原因）
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employee_id: 当前登录员工ID
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db: 数据库会话
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Returns:
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Dict: 统一响应格式，包含更新后的会话信息
|
||||
"""
|
||||
closing_service = ClosingService(db)
|
||||
|
||||
if body.action == "confirm":
|
||||
conversation = await closing_service.employee_confirm_resolve(employee_id)
|
||||
message = "结单确认成功，会话已关闭。"
|
||||
elif body.action == "reject":
|
||||
conversation = await closing_service.employee_reject_resolve(
|
||||
employee_id, reason=body.reason
|
||||
)
|
||||
message = "已为您恢复服务，坐席将继续处理。"
|
||||
else:
|
||||
raise AppException(1008, f"无效的action: {body.action}，应为 confirm 或 reject")
|
||||
|
||||
await db.commit()
|
||||
|
||||
response_data = ConversationResponse.model_validate(conversation).model_dump()
|
||||
response_data["message"] = message
|
||||
return success_response(data=response_data)
|
||||
|
||||
|
||||
# --------------------------------------------------------------------------
|
||||
# POST /api/h5/conversations/current/reopen — 24h内重开已关闭会话
|
||||
# --------------------------------------------------------------------------
|
||||
@router.post("/h5/conversations/current/reopen")
|
||||
async def h5_reopen(
|
||||
body: ReopenRequest,
|
||||
employee_id: str = Depends(_get_current_employee),
|
||||
db: AsyncSession = Depends(get_db),
|
||||
):
|
||||
"""24小时内重开已关闭的会话。
|
||||
|
||||
创建新会话并关联原会话ID，用于上下文继承。
|
||||
新会话状态为 ai_handling，复用原会话的员工信息。
|
||||
|
||||
限制条件：
|
||||
- 原会话必须已关闭（status=resolved）
|
||||
- 距离关闭不超过24小时
|
||||
- 重开后新会话关联原会话的 reference_conversation_id
|
||||
|
||||
Args:
|
||||
body: 请求体（original_conversation_id）
|
||||
employee_id: 当前登录员工ID
|
||||
db: 数据库会话
|
||||
|
||||
Returns:
|
||||
Dict: 统一响应格式，包含新创建的会话信息
|
||||
"""
|
||||
closing_service = ClosingService(db)
|
||||
new_conversation = await closing_service.reopen_conversation(
|
||||
employee_id=employee_id,
|
||||
original_conversation_id=body.original_conversation_id,
|
||||
)
|
||||
await db.commit()
|
||||
|
||||
response_data = ConversationResponse.model_validate(new_conversation).model_dump()
|
||||
response_data["is_reopen"] = True
|
||||
response_data["message"] = "问题已重新接入，请描述您遇到的情况。"
|
||||
return success_response(data=response_data)
|
||||
|
||||
|
||||
# ==========================================================================
|
||||
# GET /api/h5/it-health — IT 健康信息
|
||||
# ==========================================================================
|
||||
# 说明：返回当前登录员工终端的 IT 健康信息，包括设备基本信息、
|
||||
# CPU/内存/磁盘使用率、安全检查状态、合规检查状态。
|
||||
# 数据来源：联软(设备信息) + 火绒(安全状态) + 资产服务(资产编号)
|
||||
# 降级策略：联软/火绒未配置时返回 Mock 数据
|
||||
# ==========================================================================
|
||||
|
||||
@router.get("/h5/it-health")
|
||||
async def h5_get_it_health(
|
||||
employee_id: str = Depends(_get_current_employee),
|
||||
db: AsyncSession = Depends(get_db),
|
||||
):
|
||||
"""获取当前员工终端的 IT 健康信息。
|
||||
|
||||
从联软、火绒、资产服务聚合数据，返回设备信息和安全状态。
|
||||
如果联软/火绒集成未配置，返回 Mock 降级数据。
|
||||
|
||||
Args:
|
||||
employee_id: 员工企微 UserID（通过认证依赖注入）
|
||||
db: 数据库会话（读取集成配置）
|
||||
|
||||
Returns:
|
||||
Dict: 统一响应格式，包含：
|
||||
- current_device: 当前设备信息（设备名/IP/MAC/OS/CPU/内存/磁盘/安全检查）
|
||||
- other_devices: 其他设备列表
|
||||
- data_source: "real"（真实数据）或 "mock"（降级数据）
|
||||
- generated_at: 生成时间
|
||||
"""
|
||||
from app.services.it_health_service import ITHealthService
|
||||
|
||||
service = ITHealthService(db)
|
||||
result = await service.get_it_health(employee_id)
|
||||
return success_response(data=result)
|
||||
|
||||
Reference in New Issue
Block a user