wecom_it_smart_desk/backend/app/services/quiz_service.py

# =============================================================================
# 企微IT智能服务台 — 答题与积分服务
# =============================================================================
# 说明：排队等待期间的答题系统，包含双模式题目选择、积分更新、插队计算
#
# 答题双模式（决策 D1）：
#   模式A — 诊断题（info_locked=false）：与当前问题相关的选择题
#           答案附加到会话上下文，供坐席接单时参考
#   模式B — IT知识题（info_locked=true）：纯教育性质，提升IT素养
#
# 积分规则（决策 D2）：
#   答对 +10分，答错不扣分，跨会话累积
#   5级等级：0-99 IT小白 → 100-299 IT入门 → 300-599 IT达人 → 600-999 IT专家 → 1000+ IT大师
#
# 插队规则（决策 C4）：
#   queue_priority = min(答题数 // 3, 2)  # 每答3题前移1位，上限2
# =============================================================================

import logging
import random
from typing import Any, Dict, List, Optional

from sqlalchemy import func, select
from sqlalchemy.ext.asyncio import AsyncSession

from app.models.conversation import Conversation
from app.models.quiz import (
    EmployeePoints,
    QuizAnswer,
    QuizQuestion,
)
from app.utils.response import AppException

logger = logging.getLogger(__name__)

# 积分常量
POINTS_PER_CORRECT = 10
MAX_QUEUE_PRIORITY = 2
QUIZ_PER_PRIORITY = 3  # 每答3题前移1位


class QuizService:
    """答题与积分服务。"""

    # ======================================================================
    # 获取下一道题
    # ======================================================================

    async def get_next_question(
        self,
        db: AsyncSession,
        employee_id: str,
        conversation: Optional[Conversation] = None,
    ) -> Dict[str, Any]:
        """获取下一道题（双模式自动选择）。

        模式选择逻辑：
        - 如果有活跃会话且 info_locked=false → 诊断题（模式A）
        - 如果有活跃会话且 info_locked=true → IT知识题（模式B）
        - 如果无活跃会话 → IT知识题（模式B）

        Args:
            db: 数据库会话
            employee_id: 员工ID
            conversation: 当前会话（可选，排队时传入）

        Returns:
            Dict: 题目数据 {question_id, type, category, question, options}
        """
        # 判定模式
        use_diagnostic = (
            conversation is not None
            and conversation.status == "queued"
            and not conversation.info_locked
        )

        if use_diagnostic:
            # 模式A：诊断题 — 根据问题类别匹配
            question = await self._get_diagnostic_question(db, employee_id, conversation)
        else:
            # 模式B：IT知识题
            question = await self._get_knowledge_question(db, employee_id)

        if not question:
            return {
                "has_question": False,
                "message": "暂无更多题目，请稍后再试",
            }

        return {
            "has_question": True,
            "question_id": question.id,
            "type": question.type,
            "category": question.category,
            "difficulty": question.difficulty,
            "question": question.question,
            "options": question.options,
        }

    async def _get_diagnostic_question(
        self,
        db: AsyncSession,
        employee_id: str,
        conversation: Conversation,
    ) -> Optional[QuizQuestion]:
        """获取诊断题（模式A）。

        诊断题按问题类别匹配，排除已答过的题目。
        如果没有匹配的诊断题，降级为IT知识题。

        Args:
            db: 数据库会话
            employee_id: 员工ID
            conversation: 当前会话

        Returns:
            QuizQuestion 或 None
        """
        # 查找已答过的题目ID（避免重复）
        answered_ids_subquery = (
            select(QuizAnswer.question_id)
            .where(
                QuizAnswer.employee_id == employee_id,
                QuizAnswer.conversation_id == conversation.id,
            )
        )

        # 查找诊断题（按问题类别匹配）
        stmt = (
            select(QuizQuestion)
            .where(
                QuizQuestion.type == "diagnostic",
                QuizQuestion.is_active == True,  # noqa: E712
                QuizQuestion.id.notin_(answered_ids_subquery),
            )
            .order_by(func.random())
            .limit(1)
        )

        result = await db.execute(stmt)
        question = result.scalar_one_or_none()

        if question:
            return question

        # 降级：如果没有匹配的诊断题，使用IT知识题
        logger.info("无诊断题可用，降级为IT知识题: employee=%s", employee_id)
        return await self._get_knowledge_question(db, employee_id)

    async def _get_knowledge_question(
        self,
        db: AsyncSession,
        employee_id: str,
    ) -> Optional[QuizQuestion]:
        """获取IT知识题（模式B）。

        排除已答过的题目，随机选取。

        Args:
            db: 数据库会话
            employee_id: 员工ID

        Returns:
            QuizQuestion 或 None
        """
        # 查找已答过的题目ID（跨会话排除，避免重复）
        answered_ids_subquery = (
            select(QuizAnswer.question_id)
            .where(QuizAnswer.employee_id == employee_id)
        )

        stmt = (
            select(QuizQuestion)
            .where(
                QuizQuestion.type == "knowledge",
                QuizQuestion.is_active == True,  # noqa: E712
                QuizQuestion.id.notin_(answered_ids_subquery),
            )
            .order_by(func.random())
            .limit(1)
        )

        result = await db.execute(stmt)
        question = result.scalar_one_or_none()

        if question:
            return question

        # 如果所有题都答完了，重置（允许重复）
        logger.info("所有题目已答完，重置题目池: employee=%s", employee_id)
        stmt_all = (
            select(QuizQuestion)
            .where(
                QuizQuestion.type == "knowledge",
                QuizQuestion.is_active == True,  # noqa: E712
            )
            .order_by(func.random())
            .limit(1)
        )
        result = await db.execute(stmt_all)
        return result.scalar_one_or_none()

    # ======================================================================
    # 提交答案
    # ======================================================================

    async def submit_answer(
        self,
        db: AsyncSession,
        employee_id: str,
        question_id: str,
        selected_index: int,
        conversation: Optional[Conversation] = None,
    ) -> Dict[str, Any]:
        """提交答案，返回正误+积分变化+插队效果+下一题。

        处理流程：
        1. 查询题目，判定正误
        2. 记录答题（quiz_answers）
        3. 更新积分账户（employee_points）
        4. 如果在排队中，更新 queue_priority
        5. 获取下一道题

        Args:
            db: 数据库会话
            employee_id: 员工ID
            question_id: 题目ID
            selected_index: 员工选择的答案索引
            conversation: 当前会话（可选）

        Returns:
            Dict: {is_correct, correct_index, explanation, points_earned,
                   total_points, level, queue_priority_changed, next_question}
        """
        # 1. 查询题目
        result = await db.execute(
            select(QuizQuestion).where(QuizQuestion.id == question_id)
        )
        question = result.scalar_one_or_none()
        if not question:
            raise AppException(code=1004, message="题目不存在")

        # 2. 判定正误
        is_correct = selected_index == question.correct_index
        points_earned = POINTS_PER_CORRECT if is_correct else 0

        # 3. 记录答题
        answer = QuizAnswer(
            employee_id=employee_id,
            conversation_id=conversation.id if conversation else None,
            question_id=question_id,
            selected_index=selected_index,
            is_correct=is_correct,
            points_earned=points_earned,
        )
        db.add(answer)

        # 4. 更新积分账户
        points_info = await self._update_employee_points(
            db, employee_id, points_earned, is_correct
        )

        # 5. 如果在排队中，更新 queue_priority
        queue_priority_changed = False
        old_priority = 0
        new_priority = 0

        if conversation and conversation.status == "queued":
            old_priority = conversation.queue_priority

            # 计算本次会话的答题总数
            answered_count = await db.scalar(
                select(func.count(QuizAnswer.id)).where(
                    QuizAnswer.employee_id == employee_id,
                    QuizAnswer.conversation_id == conversation.id,
                )
            )
            answered_count = answered_count or 0

            new_priority = min(answered_count // QUIZ_PER_PRIORITY, MAX_QUEUE_PRIORITY)
            conversation.queue_priority = new_priority
            conversation.updated_at = __import__("datetime").datetime.now()

            queue_priority_changed = new_priority > old_priority

            if queue_priority_changed:
                logger.info(
                    "答题插队: employee=%s, answered=%d, priority %d→%d",
                    employee_id, answered_count, old_priority, new_priority
                )

        await db.commit()

        # 6. 获取下一道题
        next_question = await self.get_next_question(db, employee_id, conversation)

        # 7. 如果是诊断题且答对，将答案文本附加到会话上下文
        if (question.type == "diagnostic" and conversation and is_correct
                and question.options and 0 <= selected_index < len(question.options)):
            await self._append_to_conversation_context(
                db, conversation, question.question, question.options[selected_index]
            )

        return {
            "is_correct": is_correct,
            "correct_index": question.correct_index,
            "explanation": question.explanation,
            "points_earned": points_earned,
            "total_points": points_info["total_points"],
            "level": points_info["level"],
            "answered_count": points_info["answered_count"],
            "correct_count": points_info["correct_count"],
            "queue_priority_changed": queue_priority_changed,
            "old_priority": old_priority,
            "new_priority": new_priority,
            "next_question": next_question,
        }

    # ======================================================================
    # 积分管理
    # ======================================================================

    async def _update_employee_points(
        self,
        db: AsyncSession,
        employee_id: str,
        points_earned: int,
        is_correct: bool,
    ) -> Dict[str, Any]:
        """更新员工积分账户。

        Args:
            db: 数据库会话
            employee_id: 员工ID
            points_earned: 本次获得积分
            is_correct: 是否答对

        Returns:
            Dict: 更新后的积分信息
        """
        result = await db.execute(
            select(EmployeePoints).where(EmployeePoints.employee_id == employee_id)
        )
        points = result.scalar_one_or_none()

        if points:
            # 更新现有记录
            points.total_points += points_earned
            points.answered_count += 1
            if is_correct:
                points.correct_count += 1
            points.level = EmployeePoints.calculate_level(points.total_points)
        else:
            # 首次答题，创建记录
            points = EmployeePoints(
                employee_id=employee_id,
                total_points=points_earned,
                answered_count=1,
                correct_count=1 if is_correct else 0,
                level=EmployeePoints.calculate_level(points_earned),
            )
            db.add(points)

        await db.flush()

        return {
            "total_points": points.total_points,
            "level": points.level,
            "answered_count": points.answered_count,
            "correct_count": points.correct_count,
        }

    async def get_employee_points(
        self, db: AsyncSession, employee_id: str
    ) -> Dict[str, Any]:
        """获取员工积分信息。

        Args:
            db: 数据库会话
            employee_id: 员工ID

        Returns:
            Dict: 积分信息
        """
        result = await db.execute(
            select(EmployeePoints).where(EmployeePoints.employee_id == employee_id)
        )
        points = result.scalar_one_or_none()

        if points:
            return {
                "total_points": points.total_points,
                "level": points.level,
                "answered_count": points.answered_count,
                "correct_count": points.correct_count,
                "accuracy": round(points.correct_count / max(points.answered_count, 1) * 100, 1),
            }
        else:
            return {
                "total_points": 0,
                "level": "IT小白",
                "answered_count": 0,
                "correct_count": 0,
                "accuracy": 0,
            }

    # ======================================================================
    # 答题历史
    # ======================================================================

    async def get_quiz_history(
        self,
        db: AsyncSession,
        employee_id: str,
        page: int = 1,
        page_size: int = 20,
    ) -> Dict[str, Any]:
        """获取答题历史记录。

        Args:
            db: 数据库会话
            employee_id: 员工ID
            page: 页码
            page_size: 每页数量

        Returns:
            Dict: {total, items, points}
        """
        # 统计总数
        total = await db.scalar(
            select(func.count(QuizAnswer.id)).where(
                QuizAnswer.employee_id == employee_id
            )
        )
        total = total or 0

        # 分页查询
        offset = (page - 1) * page_size
        stmt = (
            select(QuizAnswer, QuizQuestion)
            .join(QuizQuestion, QuizAnswer.question_id == QuizQuestion.id)
            .where(QuizAnswer.employee_id == employee_id)
            .order_by(QuizAnswer.created_at.desc())
            .offset(offset)
            .limit(page_size)
        )

        result = await db.execute(stmt)
        rows = result.all()

        items = []
        for answer, question in rows:
            items.append({
                "answer_id": answer.id,
                "question_text": question.question,
                "options": question.options,
                "selected_index": answer.selected_index,
                "correct_index": question.correct_index,
                "is_correct": answer.is_correct,
                "points_earned": answer.points_earned,
                "category": question.category,
                "type": question.type,
                "created_at": answer.created_at.isoformat() if answer.created_at else None,
            })

        # 积分信息
        points_info = await self.get_employee_points(db, employee_id)

        return {
            "total": total,
            "page": page,
            "page_size": page_size,
            "items": items,
            "points": points_info,
        }

    # ======================================================================
    # 诊断题答案附加到会话上下文
    # ======================================================================

    async def _append_to_conversation_context(
        self,
        db: AsyncSession,
        conversation: Conversation,
        question_text: str,
        answer_text: str,
    ) -> None:
        """将诊断题答案附加到会话上下文（供坐席接单时参考）。

        这相当于员工在排队期间做了自助信息补充。
        答案通过 WS 推送给坐席端，坐席接单时能看到。

        Args:
            db: 数据库会话
            conversation: 当前会话
            question_text: 题目文本
            answer_text: 员工选择的答案文本
        """
        try:
            from app.services.ws_manager import manager as ws_manager

            # 通过WS推送给坐席端
            ws_data = {
                "type": "quiz_context_collected",
                "data": {
                    "conversation_id": conversation.id,
                    "employee_id": conversation.employee_id,
                    "question": question_text,
                    "answer": answer_text,
                    "timestamp": __import__("datetime").datetime.now().isoformat(),
                },
            }

            # 推送给坐席端（如果有分配的坐席）
            if conversation.assigned_agent_id:
                await ws_manager.send_to_agent(conversation.assigned_agent_id, ws_data)

            logger.info(
                "诊断题答案附加到上下文: conv=%s, Q=%s, A=%s",
                conversation.id, question_text[:50], answer_text[:50]
            )
        except Exception as e:
            logger.warning("WS推送诊断题答案失败: %s", e)


# 单例
_quiz_service: Optional[QuizService] = None


def get_quiz_service() -> QuizService:
    """获取 QuizService 单例。"""
    global _quiz_service
    if _quiz_service is None:
        _quiz_service = QuizService()
    return _quiz_service