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
2026-07-13 02:17:03 +08:00
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+# =============================================================================
+# 企微IT智能服务台 — 分诊交互 API
+# =============================================================================
+# 说明：分诊交互相关接口，包括：
+#   H5 端（5个）：
+#     POST /api/h5/triage/start     — 发起分诊
+#     POST /api/h5/triage/step      — 提交步骤选择
+#     POST /api/h5/triage/skip      — 跳过步骤
+#     POST /api/h5/triage/transfer  — 转人工
+#     POST /api/h5/triage/complete  — 分诊完成
+#   坐席端（7个）：
+#     GET  /api/agent/triage/pending           — 待分诊列表
+#     GET  /api/agent/triage/stats             — 统计概要
+#     GET  /api/agent/triage/history           — 历史列表
+#     GET  /api/agent/triage/export            — 导出 xlsx
+#     GET  /api/agent/triage/{triage_id}       — 分诊详情
+#     POST /api/agent/triage/{triage_id}/route — 路由操作
+#     POST /api/agent/triage/{triage_id}/exclude-options — 排除选项
+#
+#   注意：固定路径路由（/history, /export）必须在参数路由（/{triage_id}）之前注册，
+#         否则 FastAPI 会将 "history"/"export" 误匹配为 triage_id。
+# =============================================================================
+
+import logging
+from typing import Optional
+
+from fastapi import APIRouter, Depends, Query, Response
+from sqlalchemy.ext.asyncio import AsyncSession
+
+from app.database import get_db
+from app.dependencies import get_current_user, UserInfo
+from app.schemas.triage import (
+    TriageStartRequest,
+    TriageStepRequest,
+    TriageSkipRequest,
+    TriageTransferRequest,
+    TriageCompleteRequest,
+    TriageRouteRequest,
+    TriageExcludeOptionsRequest,
+)
+from app.services.triage_service import get_triage_service
+
+logger = logging.getLogger(__name__)
+
+router = APIRouter()
+
+# 坐席端认证依赖（延迟导入避免循环依赖）
+def _get_current_agent():
+    from app.api.agents import get_current_agent
+    return get_current_agent
+
+
+# =============================================================================
+# H5 端接口（5个）
+# =============================================================================
+
+@router.post("/h5/triage/start")
+async def start_triage(
+    body: TriageStartRequest,
+    current_user: UserInfo = Depends(get_current_user),
+    db: AsyncSession = Depends(get_db),
+):
+    """发起分诊。
+
+    员工在 H5 端发送问题后，调用此接口发起 AI 分诊。
+    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。
+    5秒超时自动转人工。
+
+    - **conversation_id**: 会话ID
+    - **question**: 员工问题文本
+    """
+    service = get_triage_service()
+    result = await service.start_triage(
+        db=db,
+        conversation_id=body.conversation_id,
+        question=body.question,
+        user_id=current_user.employee_id,
+        user_name=current_user.name,
+        user_dept=current_user.department,
+    )
+
+    if result.get("status") == "timeout":
+        return {
+            "code": 0,
+            "message": result.get("message", "分诊超时，已自动转人工"),
+            "data": result,
+        }
+
+    return {
+        "code": 0,
+        "message": "success",
+        "data": result,
+    }
+
+
+@router.post("/h5/triage/step")
+async def submit_step(
+    body: TriageStepRequest,
+    current_user: UserInfo = Depends(get_current_user),
+    db: AsyncSession = Depends(get_db),
+):
+    """提交步骤选择。
+
+    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。
+
+    - **triage_id**: 分诊会话ID
+    - **step_index**: 当前步骤序号（0-based）
+    - **selected_label**: 选择的选项标签
+    """
+    service = get_triage_service()
+    result = await service.submit_step(
+        db=db,
+        triage_id=body.triage_id,
+        step_index=body.step_index,
+        selected_label=body.selected_label,
+    )
+
+    if "error" in result:
+        return {"code": 404, "message": result["error"], "data": None}
+
+    return {
+        "code": 0,
+        "message": "success",
+        "data": result,
+    }
+
+
+@router.post("/h5/triage/skip")
+async def skip_step(
+    body: TriageSkipRequest,
+    current_user: UserInfo = Depends(get_current_user),
+    db: AsyncSession = Depends(get_db),
+):
+    """跳过步骤。
+
+    员工跳过当前步骤，直接进入下一步。
+
+    - **triage_id**: 分诊会话ID
+    - **step_index**: 要跳过的步骤序号
+    """
+    service = get_triage_service()
+    result = await service.skip_step(
+        db=db,
+        triage_id=body.triage_id,
+        step_index=body.step_index,
+    )
+
+    if "error" in result:
+        return {"code": 404, "message": result["error"], "data": None}
+
+    return {
+        "code": 0,
+        "message": "success",
+        "data": result,
+    }
+
+
+@router.post("/h5/triage/transfer")
+async def transfer_to_human(
+    body: TriageTransferRequest,
+    current_user: UserInfo = Depends(get_current_user),
+    db: AsyncSession = Depends(get_db),
+):
+    """转人工。
+
+    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。
+
+    - **triage_id**: 分诊会话ID
+    - **context**: 已收集的上下文列表
+    """
+    service = get_triage_service()
+    result = await service.transfer_to_human(
+        db=db,
+        triage_id=body.triage_id,
+        context=body.context,
+    )
+
+    if "error" in result:
+        return {"code": 404, "message": result["error"], "data": None}
+
+    return {
+        "code": 0,
+        "message": "已转接人工坐席",
+        "data": result,
+    }
+
+
+@router.post("/h5/triage/complete")
+async def complete_triage(
+    body: TriageCompleteRequest,
+    current_user: UserInfo = Depends(get_current_user),
+    db: AsyncSession = Depends(get_db),
+):
+    """分诊完成。
+
+    所有步骤完成后，调用 Dify 生成最终 AI 回复。
+
+    - **triage_id**: 分诊会话ID
+    - **context**: 已收集的上下文列表
+    """
+    service = get_triage_service()
+    result = await service.complete_triage(
+        db=db,
+        triage_id=body.triage_id,
+        context=body.context,
+    )
+
+    if "error" in result:
+        return {"code": 404, "message": result["error"], "data": None}
+
+    return {
+        "code": 0,
+        "message": "success",
+        "data": result,
+    }
+
+
+# =============================================================================
+# 坐席端接口（7个）
+# =============================================================================
+
+@router.get("/agent/triage/pending")
+async def list_pending(
+    urgency: Optional[str] = Query(default=None, description="紧急度筛选：high/medium/low"),
+    problem_type: Optional[str] = Query(default=None, description="问题类型筛选"),
+    page: int = Query(default=1, ge=1, description="页码"),
+    page_size: int = Query(default=20, ge=1, le=100, description="每页数量"),
+    agent=Depends(_get_current_agent()),
+    db: AsyncSession = Depends(get_db),
+):
+    """获取待分诊列表（按紧急度排序）。
+
+    返回状态为 pending/triaging 的分诊会话，按紧急度排序（high > medium > low）。
+
+    **需要坐席认证。**
+    """
+    service = get_triage_service()
+    result = await service.list_pending(
+        db=db,
+        urgency=urgency,
+        problem_type=problem_type,
+        page=page,
+        page_size=page_size,
+    )
+
+    return {
+        "code": 0,
+        "message": "success",
+        "data": result,
+    }
+
+
+@router.get("/agent/triage/stats")
+async def get_stats(
+    agent=Depends(_get_current_agent()),
+    db: AsyncSession = Depends(get_db),
+):
+    """获取分诊看板统计概要。
+
+    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。
+
+    **需要坐席认证。**
+    """
+    service = get_triage_service()
+    result = await service.get_stats(db=db)
+
+    return {
+        "code": 0,
+        "message": "success",
+        "data": result,
+    }
+
+
+@router.get("/agent/triage/history")
+async def get_history(
+    date_from: Optional[str] = Query(default=None, description="开始日期（ISO格式）"),
+    date_to: Optional[str] = Query(default=None, description="结束日期（ISO格式）"),
+    route_action: Optional[str] = Query(default=None, description="路由动作筛选"),
+    page: int = Query(default=1, ge=1, description="页码"),
+    page_size: int = Query(default=20, ge=1, le=100, description="每页数量"),
+    agent=Depends(_get_current_agent()),
+    db: AsyncSession = Depends(get_db),
+):
+    """获取已分诊历史列表。
+
+    返回状态为 routed/skipped/timeout 的分诊会话。
+
+    **需要坐席认证。**
+    """
+    service = get_triage_service()
+    result = await service.get_history(
+        db=db,
+        date_from=date_from,
+        date_to=date_to,
+        route_action=route_action,
+        page=page,
+        page_size=page_size,
+    )
+
+    return {
+        "code": 0,
+        "message": "success",
+        "data": result,
+    }
+
+
+@router.get("/agent/triage/export")
+async def export_sessions(
+    date_from: Optional[str] = Query(default=None, description="开始日期（ISO格式）"),
+    date_to: Optional[str] = Query(default=None, description="结束日期（ISO格式）"),
+    agent=Depends(_get_current_agent()),
+    db: AsyncSession = Depends(get_db),
+):
+    """导出分诊记录为 xlsx。
+
+    导出基础字段 + 分诊步骤详情。
+
+    **需要坐席认证。**
+    """
+    service = get_triage_service()
+    xlsx_data = await service.export_sessions(
+        db=db,
+        date_from=date_from,
+        date_to=date_to,
+    )
+
+    return Response(
+        content=xlsx_data,
+        media_type="application/vnd.openxmlformats-officedocument.spreadsheetml.sheet",
+        headers={
+            "Content-Disposition": "attachment; filename=triage_sessions.xlsx",
+        },
+    )
+
+
+@router.get("/agent/triage/{triage_id}")
+async def get_detail(
+    triage_id: str,
+    agent=Depends(_get_current_agent()),
+    db: AsyncSession = Depends(get_db),
+):
+    """获取分诊详情。
+
+    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。
+
+    **需要坐席认证。**
+    """
+    service = get_triage_service()
+    result = await service.get_detail(db=db, triage_id=triage_id)
+
+    if not result:
+        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,
+    }