233 lines
13 KiB
Python
233 lines
13 KiB
Python
"""Persistent staff availability, group membership and serialized conversation assignment."""
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from datetime import datetime, timedelta, timezone
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import sqlite3
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import time
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from .db import connect
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PRESENCE_SECONDS = 90
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CHINA_TIME = timezone(timedelta(hours=8))
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def init_routing_tables(connection):
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connection.execute('''CREATE TABLE IF NOT EXISTS support_groups (
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id INTEGER PRIMARY KEY AUTOINCREMENT, name TEXT NOT NULL UNIQUE
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)''')
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connection.execute("INSERT OR IGNORE INTO support_groups(id,name) VALUES(1,'综合客服')")
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# Separate profiles retain compatibility with legacy three-column agents tables.
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connection.execute('''CREATE TABLE IF NOT EXISTS staff_routing (
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username TEXT PRIMARY KEY, group_id INTEGER NOT NULL DEFAULT 1,
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last_assigned REAL NOT NULL DEFAULT 0
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)''')
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connection.execute('''CREATE TABLE IF NOT EXISTS staff_presence (
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token_hash TEXT PRIMARY KEY, username TEXT NOT NULL,
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online INTEGER NOT NULL DEFAULT 0, last_seen REAL NOT NULL
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)''')
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connection.execute('CREATE INDEX IF NOT EXISTS idx_presence_username ON staff_presence(username)')
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columns = {row[1] for row in connection.execute('PRAGMA table_info(human_sessions)')}
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for name, definition in (
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('group_id', 'INTEGER NOT NULL DEFAULT 1'), ('owner_username', 'TEXT'),
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('assigned_at', 'TEXT'), ('routing_version', 'INTEGER NOT NULL DEFAULT 0'),
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('previous_owner', 'TEXT')):
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if name not in columns:
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connection.execute(f'ALTER TABLE human_sessions ADD COLUMN {name} {definition}')
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connection.execute('CREATE INDEX IF NOT EXISTS idx_human_routing ON human_sessions(status,group_id,owner_username,id)')
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connection.execute('CREATE INDEX IF NOT EXISTS idx_human_owner ON human_sessions(owner_username,status)')
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connection.execute('''CREATE TABLE IF NOT EXISTS routing_events (
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id INTEGER PRIMARY KEY AUTOINCREMENT, session_id INTEGER NOT NULL,
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action TEXT NOT NULL, actor TEXT NOT NULL, group_id INTEGER NOT NULL,
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owner_username TEXT, ctime TEXT NOT NULL
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)''')
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connection.execute('CREATE INDEX IF NOT EXISTS idx_routing_events_session ON routing_events(session_id,id)')
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connection.execute('''CREATE TRIGGER IF NOT EXISTS routing_delete_agent AFTER DELETE ON agents BEGIN
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DELETE FROM staff_routing WHERE username=OLD.username;
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DELETE FROM staff_presence WHERE username=OLD.username;
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UPDATE human_sessions SET status='waiting', owner_username=NULL, assigned_at=NULL,
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previous_owner=NULL, routing_version=routing_version+1
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WHERE owner_username=OLD.username AND status='active';
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END''')
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def timestamp():
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return datetime.now(CHINA_TIME).strftime('%Y-%m-%d %H:%M:%S')
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def record_event(connection, sid, action, actor):
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connection.execute('''INSERT INTO routing_events(session_id,action,actor,group_id,owner_username,ctime)
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SELECT id,?,?,group_id,owner_username,? FROM human_sessions WHERE id=?''',
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(action, actor, timestamp(), sid))
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def _online_agents(connection, instant):
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return {row[0] for row in connection.execute('''SELECT DISTINCT p.username
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FROM staff_presence p JOIN staff_sessions s ON s.token_hash=p.token_hash AND s.username=p.username
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JOIN agents a ON a.username=p.username
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WHERE p.online=1 AND p.last_seen>? AND s.expires_at>?''',
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(instant - PRESENCE_SECONDS, instant))}
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def _agents(connection, instant):
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online = _online_agents(connection, instant)
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return [dict(username=row[0], name=row[1], group_id=row[2], group_name=row[3],
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active_count=row[4], online=row[0] in online, last_assigned=row[5])
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for row in connection.execute('''SELECT a.username,a.name,COALESCE(r.group_id,1),g.name,
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(SELECT COUNT(*) FROM human_sessions h WHERE h.owner_username=a.username AND h.status='active'),
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COALESCE(r.last_assigned,0)
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FROM agents a LEFT JOIN staff_routing r ON r.username=a.username
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JOIN support_groups g ON g.id=COALESCE(r.group_id,1) ORDER BY a.username''')]
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def assign_owner(connection, sid, username, group_id, action, actor):
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connection.execute('''UPDATE human_sessions SET owner_username=?,group_id=?,status='active',
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assigned_at=?,previous_owner=NULL,routing_version=routing_version+1 WHERE id=?''',
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(username, group_id, timestamp(), sid))
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connection.execute('''INSERT INTO staff_routing(username,group_id,last_assigned) VALUES(?,1,?)
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ON CONFLICT(username) DO UPDATE SET last_assigned=excluded.last_assigned''',
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(username, time.time()))
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record_event(connection, sid, action, actor)
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def assign_new_session(connection, sid):
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"""Try once at creation under BEGIN IMMEDIATE; existing queue needs manual acceptance."""
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row = connection.execute('''SELECT group_id FROM human_sessions
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WHERE id=? AND status='waiting' AND owner_username IS NULL
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AND EXISTS(SELECT 1 FROM chat_history c WHERE c.id=human_sessions.conv_id)''', (sid,)).fetchone()
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if not row:
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return
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eligible = [agent for agent in _agents(connection, time.time())
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if agent['online'] and agent['group_id'] == row[0] and agent['active_count'] == 0]
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if eligible:
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selected = min(eligible, key=lambda agent: (agent['last_assigned'], agent['username']))
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assign_owner(connection, sid, selected['username'], row[0], 'auto_assign', 'system')
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def _presence(connection, token, instant):
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row = connection.execute('''SELECT online,last_seen FROM staff_presence WHERE token_hash=?''', (token,)).fetchone()
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return {'online': bool(row and row[0] and row[1] > instant - PRESENCE_SECONDS)}
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def routing_snapshot(username, token):
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connection = connect()
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try:
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connection.execute('BEGIN')
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groups = [dict(id=row[0], name=row[1]) for row in connection.execute('SELECT id,name FROM support_groups ORDER BY id')]
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sessions = [dict(id=row[0], status=row[1], group_id=row[2], group_name=row[3],
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owner_username=row[4], owner_name=row[5], version=row[6], ctime=row[7])
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for row in connection.execute('''SELECT h.id,h.status,h.group_id,g.name,h.owner_username,
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a.name,h.routing_version,h.ctime FROM human_sessions h
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JOIN support_groups g ON g.id=h.group_id LEFT JOIN agents a ON a.username=h.owner_username
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WHERE h.status IN ('waiting','active') ORDER BY h.id''')]
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events = [dict(id=row[0], session_id=row[1], action=row[2], actor=row[3], group_name=row[4],
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owner_username=row[5], ctime=row[6]) for row in connection.execute('''SELECT e.id,e.session_id,
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e.action,e.actor,g.name,e.owner_username,e.ctime FROM routing_events e
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JOIN support_groups g ON g.id=e.group_id ORDER BY e.id DESC LIMIT 50''')]
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return {'ok': True, 'username': username, 'presence': _presence(connection, token, time.time()),
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'groups': groups, 'agents': _agents(connection, time.time()), 'sessions': sessions, 'events': events}
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finally:
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connection.close()
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def update_presence(username, token, data):
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if not isinstance(data, dict) or ('online' in data and type(data['online']) is not bool):
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return {'ok': False, 'error': '请选择在线或离线。'}, 400
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instant = time.time()
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connection = connect()
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try:
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connection.execute('BEGIN IMMEDIATE')
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if 'online' in data:
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# Going offline applies across this account's logged-in browsers.
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if not data['online']:
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connection.execute('UPDATE staff_presence SET online=0 WHERE username=?', (username,))
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connection.execute('''INSERT INTO staff_presence VALUES(?,?,?,?)
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ON CONFLICT(token_hash) DO UPDATE SET online=excluded.online,last_seen=excluded.last_seen''',
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(token, username, int(data['online']), instant))
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else:
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# Heartbeats never turn an offline/expired presence back on implicitly.
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connection.execute('''UPDATE staff_presence SET online=CASE WHEN last_seen>? THEN online ELSE 0 END,
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last_seen=? WHERE token_hash=?''', (instant - PRESENCE_SECONDS, instant, token))
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connection.execute('DELETE FROM staff_presence WHERE NOT EXISTS '
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'(SELECT 1 FROM staff_sessions s WHERE s.token_hash=staff_presence.token_hash AND s.expires_at>?)', (instant,))
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result = {'ok': True, **_presence(connection, token, instant)}
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connection.commit()
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return result
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finally:
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connection.close()
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def create_group(data):
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name = data.get('name') if isinstance(data, dict) else None
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if not isinstance(name, str) or not 1 <= len(name.strip()) <= 40:
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return {'ok': False, 'error': '分组名称需为 1–40 字。'}, 400
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connection = connect()
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try:
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try:
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cursor = connection.execute('INSERT INTO support_groups(name) VALUES(?)', (name.strip(),))
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connection.commit()
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except sqlite3.IntegrityError:
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return {'ok': False, 'error': '已存在同名分组。'}, 409
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return {'ok': True, 'group': {'id': cursor.lastrowid, 'name': name.strip()}}
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finally:
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connection.close()
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def _positive_id(value):
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return type(value) is int and 0 < value <= 9223372036854775807
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def move_member(data):
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if not isinstance(data, dict) or not isinstance(data.get('username'), str) or not _positive_id(data.get('group_id')):
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return {'ok': False, 'error': '请选择客服与分组。'}, 400
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connection = connect()
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try:
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connection.execute('BEGIN IMMEDIATE')
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if not connection.execute('SELECT 1 FROM agents WHERE username=?', (data['username'],)).fetchone() or not connection.execute(
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'SELECT 1 FROM support_groups WHERE id=?', (data['group_id'],)).fetchone():
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return {'ok': False, 'error': '客服或分组已不存在，请刷新。'}, 404
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connection.execute('''INSERT INTO staff_routing(username,group_id) VALUES(?,?)
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ON CONFLICT(username) DO UPDATE SET group_id=excluded.group_id''', (data['username'], data['group_id']))
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connection.commit()
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return {'ok': True}
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finally:
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connection.close()
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def reassign_session(data, actor):
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if not isinstance(data, dict) or not _positive_id(data.get('sid')) or not _positive_id(data.get('group_id')) or (
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type(data.get('version')) is not int or data['version'] < 0 or data['version'] > 9223372036854775807) or (
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data.get('username') is not None and not isinstance(data['username'], str)):
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return {'ok': False, 'error': '请选择会话、目标分组与负责人。'}, 400
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connection = connect()
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try:
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connection.execute('BEGIN IMMEDIATE')
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row = connection.execute('SELECT status,routing_version FROM human_sessions WHERE id=?', (data['sid'],)).fetchone()
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if not row or row[0] == 'closed' or row[1] != data['version']:
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return {'ok': False, 'error': '会话已更新或结束，请刷新后重新选择。'}, 409
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if not connection.execute('SELECT 1 FROM support_groups WHERE id=?', (data['group_id'],)).fetchone():
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return {'ok': False, 'error': '目标分组已不存在，请刷新。'}, 404
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username = data.get('username') or None
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if username:
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selected = next((agent for agent in _agents(connection, time.time()) if agent['username'] == username), None)
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if not selected or not selected['online'] or selected['group_id'] != data['group_id']:
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return {'ok': False, 'error': '目标客服需在所选组内且处于在线状态。'}, 409
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assign_owner(connection, data['sid'], username, data['group_id'], 'reassign', actor)
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else:
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connection.execute('''UPDATE human_sessions SET group_id=?,owner_username=NULL,status='waiting',
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assigned_at=NULL,previous_owner=NULL,routing_version=routing_version+1 WHERE id=?''',
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(data['group_id'], data['sid']))
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record_event(connection, data['sid'], 'queue', actor)
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connection.commit()
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return {'ok': True}
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finally:
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connection.close()
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def owner_error(connection, sid, username, allow_unassigned=False):
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"""Call inside a write transaction; assigned sessions cannot be operated by another staff member."""
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row = connection.execute('SELECT owner_username FROM human_sessions WHERE id=?', (sid,)).fetchone()
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if row and not row[0] and not allow_unassigned:
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return {'ok': False, 'error': '请先接入会话，再进行操作。'}, 409
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if row and row[0] and row[0] != username:
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return {'ok': False, 'error': '会话已由其他客服负责，请刷新会话列表。'}, 409
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return None
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