baiyue-logistics-chat/logistics_chat/business_service.py

"""Feedback, reporting, login, orders and offline tickets."""

from datetime import datetime

from .db import connect, now_str
from .tracking import card_to_text


def feedback(data):
    """收集 👍/👎 反馈，存到 feedback 表"""
    conn = connect()
    conn.execute('INSERT INTO feedback(question, answer, vote, ctime) VALUES (?,?,?,?)', (str(data.get('question', ''))[:500], str(data.get('answer', ''))[:2000], str(data.get('vote', '')), now_str()))
    conn.commit()
    conn.close()
    return {'ok': True}


def admin_stats():
    conn = connect()
    total_conv = conn.execute('SELECT COUNT(*) FROM chat_history').fetchone()[0]
    total_msg = conn.execute('SELECT COUNT(*) FROM messages').fetchone()[0]
    good = conn.execute('SELECT COUNT(*) FROM feedback WHERE vote=1').fetchone()[0]
    bad = conn.execute('SELECT COUNT(*) FROM feedback WHERE vote=-1').fetchone()[0]
    today = datetime.now().strftime('%Y-%m-%d')
    today_conv = conn.execute('SELECT COUNT(*) FROM chat_history WHERE date(ctime)=date(?)', (today,)).fetchone()[0]
    rating_avg, rating_count = conn.execute('SELECT COALESCE(AVG(stars), 0), COUNT(*) FROM ratings').fetchone()
    conn.close()
    return {'total_conv': total_conv, 'total_msg': total_msg, 'good': good, 'bad': bad, 'today_conv': today_conv,
            'rating_avg': round(rating_avg, 1), 'rating_count': rating_count}


def my_orders(phone):
    if not phone:
        return {'orders': []}
    conn = connect()
    rows = conn.execute('SELECT track_no, status, created FROM orders WHERE phone=? ORDER BY id DESC', (phone,)).fetchall()
    conn.close()
    return {'orders': [{'track_no': r[0], 'status': r[1], 'created': r[2]} for r in rows]}


def add_ticket(data):
    conn = connect()
    conn.execute('INSERT INTO tickets(content, phone, ctime, status) VALUES(?,?,?,?)', (data.get('content', ''), data.get('phone', ''), datetime.now().strftime('%Y-%m-%d %H:%M:%S'), 'pending'))
    conn.commit()
    conn.close()
    return {'ok': True}


def list_tickets():
    conn = connect()
    rows = conn.execute("SELECT id, content, phone, ctime FROM tickets WHERE status='pending' ORDER BY id DESC").fetchall()
    conn.close()
    return [{'id': r[0], 'content': r[1], 'phone': r[2], 'ctime': r[3]} for r in rows]


def admin_login(data):
    u = data.get('username', '')
    p = data.get('password', '')
    conn = connect()
    row = conn.execute('SELECT name FROM agents WHERE username=? AND password=?', (u, p)).fetchone()
    conn.close()
    if row:
        return {'ok': True, 'name': row[0]}
    return ({'ok': False}, 401)


def agents_list():
    conn = connect()
    # rowid also works with the legacy agents table that has an explicit INTEGER id.
    rows = conn.execute('SELECT rowid, username, name FROM agents ORDER BY rowid').fetchall()
    conn.close()
    return [{'id': row[0], 'username': row[1], 'name': row[2]} for row in rows]


def rate_chat(data):
    sid, stars = data.get('sid'), data.get('stars', 0)
    comment = data.get('comment', '')
    if not sid or type(stars) is not int or not 1 <= stars <= 5 or not isinstance(comment, str):
        return ({'ok': False}, 400)
    conn = connect()
    if not conn.execute('SELECT 1 FROM human_sessions WHERE id=?', (sid,)).fetchone():
        conn.close()
        return ({'ok': False}, 404)
    conn.execute('INSERT INTO ratings(sid, stars, comment, ctime) VALUES(?,?,?,?)',
                 (sid, stars, comment, datetime.now().strftime('%Y-%m-%d %H:%M:%S')))
    conn.commit()
    conn.close()
    return {'ok': True}


def search_chat(keyword):
    if not keyword:
        return {'results': []}
    conn = connect()
    rows = conn.execute('''SELECT h.title, m.role, m.content, m.ctime FROM messages m
        JOIN chat_history h ON m.conv_id=h.id WHERE m.content LIKE ? ORDER BY m.id DESC LIMIT 50''',
        ('%' + keyword + '%',)).fetchall()
    conn.close()
    return [{'title': row[0], 'role': row[1], 'content': card_to_text(row[2]), 'ctime': row[3]} for row in rows]


def export_chat(format='xlsx'):
    conn = connect()
    rows = conn.execute('SELECT h.title, m.role, m.content, m.ctime FROM messages m JOIN chat_history h ON m.conv_id=h.id ORDER BY m.id').fetchall()
    conn.close()
    import io
    if format == 'csv':
        import csv
        buf = io.StringIO()
        w = csv.writer(buf)
        w.writerow(['标题', '角色', '内容', '时间'])
        for r in rows:
            w.writerow([r[0], r[1], r[2] or '', r[3]])
        return buf.getvalue()
    from openpyxl import Workbook
    from openpyxl.styles import Alignment, Font, PatternFill

    workbook = Workbook()
    sheet = workbook.active
    sheet.title = '聊天记录'
    sheet.append(['对话标题', '角色', '内容', '时间'])
    for cell in sheet[1]:
        cell.font = Font(bold=True, color='FFFFFF')
        cell.fill = PatternFill('solid', fgColor='315FD5')
        cell.alignment = Alignment(horizontal='center')
    roles = {'user': '客户', 'assistant': '客服', 'system': '系统'}
    for title, role, content, ctime in rows:
        sheet.append([title, roles.get(role, role), content or '', ctime])
        for cell in sheet[sheet.max_row]:
            cell.data_type = 's'
    for column, width in zip('ABCD', (20, 8, 80, 20)):
        sheet.column_dimensions[column].width = width
    buf = io.BytesIO()
    workbook.save(buf)
    return buf.getvalue()