refactor: 将客服后端重构为宿主可嵌入模块
- 注入数据库、运行时配置、统一响应、文件存储和平台 AI 能力，补充业务读写工具与客户快捷操作契约。 - 移除模块内重复的组织、客户、工单、标签、技能、旧工作流、MCP 和迁移实现，将身份权限与业务主体交由宿主管理。 - 使用 libSQL 重构向量存储，并完善图片消息、访客身份、排队调度、企业微信和支持聊天页面。 - 统一 HTTP、DTO 与 WebSocket 的 snake_case 协议，补齐模块初始化、业务动作和公共载荷等回归测试。
This commit is contained in:
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package services
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import (
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"math"
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"slices"
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"sync"
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"time"
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"code.tczkiot.com/wlw/ai-agent/internal/models"
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"code.tczkiot.com/wlw/ai-agent/internal/pkg/enums"
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"github.com/mlogclub/simple/sqls"
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)
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var ConversationQueueService = newConversationQueueService()
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const (
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queueEscalationInterval = 5 * time.Minute
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queueEscalationMaxLevel = 6
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queueAverageHandleTime = 8 * time.Minute
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)
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type ConversationQueueSnapshot struct {
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Queued bool
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EnteredAt *time.Time
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Position int
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AheadCount int
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WaitingCount int
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WaitSeconds int64
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EstimatedWaitSeconds int64
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EscalationLevel int
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EffectivePriority int
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ServiceOnline bool
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}
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type queueSnapshotCacheEntry struct {
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expiresAt time.Time
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snapshots map[int64]ConversationQueueSnapshot
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}
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type conversationQueueService struct {
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mu sync.Mutex
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cache map[int64]queueSnapshotCacheEntry
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}
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func newConversationQueueService() *conversationQueueService {
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return &conversationQueueService{cache: make(map[int64]queueSnapshotCacheEntry)}
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}
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func (s *conversationQueueService) GetSnapshot(conversation *models.Conversation) ConversationQueueSnapshot {
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if conversation == nil || conversation.Status != enums.IMConversationStatusPending || conversation.CurrentAssigneeID > 0 {
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return ConversationQueueSnapshot{}
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}
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now := time.Now()
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s.mu.Lock()
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entry, found := s.cache[conversation.CurrentTeamID]
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s.mu.Unlock()
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if found && now.Before(entry.expiresAt) {
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return entry.snapshots[conversation.ID]
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}
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snapshots := s.buildPoolSnapshotsAt(conversation.CurrentTeamID, now)
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s.mu.Lock()
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s.cache[conversation.CurrentTeamID] = queueSnapshotCacheEntry{
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expiresAt: now.Add(time.Second),
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snapshots: snapshots,
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}
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s.mu.Unlock()
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return snapshots[conversation.ID]
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}
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func (s *conversationQueueService) GetSnapshotAt(conversation *models.Conversation, now time.Time) ConversationQueueSnapshot {
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if conversation == nil || conversation.Status != enums.IMConversationStatusPending || conversation.CurrentAssigneeID > 0 {
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return ConversationQueueSnapshot{}
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}
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return s.buildPoolSnapshotsAt(conversation.CurrentTeamID, now)[conversation.ID]
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}
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func (s *conversationQueueService) buildPoolSnapshotsAt(teamID int64, now time.Time) map[int64]ConversationQueueSnapshot {
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queue := s.findPoolQueue(teamID)
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s.Sort(queue, now)
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capacity, freeSlots := s.poolCapacity(teamID, now)
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snapshots := make(map[int64]ConversationQueueSnapshot, len(queue))
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for index := range queue {
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conversation := &queue[index]
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snapshot := ConversationQueueSnapshot{
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Queued: true,
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EnteredAt: queueEnteredAt(conversation),
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Position: index + 1,
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AheadCount: index,
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WaitingCount: len(queue),
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EffectivePriority: s.EffectivePriority(conversation, now),
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EscalationLevel: s.EscalationLevel(conversation, now),
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ServiceOnline: capacity > 0,
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}
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if snapshot.EnteredAt != nil && now.After(*snapshot.EnteredAt) {
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snapshot.WaitSeconds = int64(now.Sub(*snapshot.EnteredAt) / time.Second)
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}
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if capacity > 0 {
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remainingBeforeService := snapshot.AheadCount - freeSlots
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if remainingBeforeService >= 0 {
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waves := int64(math.Ceil(float64(remainingBeforeService+1) / float64(capacity)))
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snapshot.EstimatedWaitSeconds = waves * int64(queueAverageHandleTime/time.Second)
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}
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}
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snapshots[conversation.ID] = snapshot
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}
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return snapshots
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}
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func (s *conversationQueueService) Sort(conversations []models.Conversation, now time.Time) {
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slices.SortFunc(conversations, func(a, b models.Conversation) int {
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aPriority := s.EffectivePriority(&a, now)
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bPriority := s.EffectivePriority(&b, now)
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switch {
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case aPriority > bPriority:
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return -1
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case aPriority < bPriority:
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return 1
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}
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aEnteredAt := queueEnteredAtValue(&a)
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bEnteredAt := queueEnteredAtValue(&b)
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switch {
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case aEnteredAt.Before(bEnteredAt):
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return -1
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case aEnteredAt.After(bEnteredAt):
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return 1
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case a.ID < b.ID:
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return -1
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case a.ID > b.ID:
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return 1
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default:
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return 0
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}
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})
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}
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func (s *conversationQueueService) EffectivePriority(conversation *models.Conversation, now time.Time) int {
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if conversation == nil {
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return 0
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}
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return conversation.Priority + s.EscalationLevel(conversation, now)
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}
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func (s *conversationQueueService) EscalationLevel(conversation *models.Conversation, now time.Time) int {
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enteredAt := queueEnteredAt(conversation)
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if enteredAt == nil || !now.After(*enteredAt) {
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return 0
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}
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level := int(now.Sub(*enteredAt) / queueEscalationInterval)
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if level > queueEscalationMaxLevel {
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return queueEscalationMaxLevel
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}
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return level
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}
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func (s *conversationQueueService) PublishPoolUpdates(teamID int64) {
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s.mu.Lock()
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delete(s.cache, teamID)
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s.mu.Unlock()
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queue := s.findPoolQueue(teamID)
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for index := range queue {
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conversation := queue[index]
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WsService.PublishConversationChanged(&conversation, enums.IMRealtimeEventConversationQueueUpdated)
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}
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}
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func (s *conversationQueueService) findPoolQueue(teamID int64) []models.Conversation {
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return ConversationService.Find(sqls.NewCnd().
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Eq("status", enums.IMConversationStatusPending).
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Eq("current_assignee_id", 0).
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Eq("current_team_id", teamID).
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Asc("id"))
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}
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func (s *conversationQueueService) poolCapacity(teamID int64, now time.Time) (int, int) {
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if !sqls.DB().Migrator().HasTable(&models.AgentTeam{}) ||
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!sqls.DB().Migrator().HasTable(&models.AgentTeamSchedule{}) ||
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!sqls.DB().Migrator().HasTable(&models.AgentProfile{}) {
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return 0, 0
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}
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teamIDs := []int64{teamID}
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if teamID <= 0 {
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teamIDs = ConversationDispatchService.findAllActiveScheduleTeamIDs(now)
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}
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activeTeamIDs := ConversationDispatchService.findActiveScheduleTeamIDs(teamIDs, now)
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if len(activeTeamIDs) == 0 {
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return 0, 0
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}
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profiles := AgentProfileService.GetDispatchAgents(activeTeamIDs)
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profiles, userIDs, _ := ConversationDispatchService.filterEnabledDispatchProfiles(profiles)
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if len(profiles) == 0 {
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return 0, 0
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}
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activeCounts, err := ConversationDispatchService.findActiveConversationCountMap(userIDs)
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if err != nil {
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return 0, 0
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}
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totalCapacity := 0
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freeSlots := 0
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for _, profile := range profiles {
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capacity := profile.MaxConcurrentCount
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if capacity <= 0 {
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capacity = 1
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}
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totalCapacity += capacity
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available := capacity - activeCounts[profile.UserID]
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if available > 0 {
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freeSlots += available
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}
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}
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return totalCapacity, freeSlots
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}
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func queueEnteredAt(conversation *models.Conversation) *time.Time {
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if conversation == nil {
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return nil
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}
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if conversation.QueueEnteredAt != nil {
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return conversation.QueueEnteredAt
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}
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if conversation.HandoffAt != nil {
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return conversation.HandoffAt
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}
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if !conversation.CreatedAt.IsZero() {
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return &conversation.CreatedAt
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}
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return nil
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}
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func queueEnteredAtValue(conversation *models.Conversation) time.Time {
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if enteredAt := queueEnteredAt(conversation); enteredAt != nil {
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return *enteredAt
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}
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return time.Time{}
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}
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func queueEnteredAtForTransition(conversation *models.Conversation, now time.Time) time.Time {
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if conversation != nil && conversation.Status == enums.IMConversationStatusPending && conversation.QueueEnteredAt != nil {
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return *conversation.QueueEnteredAt
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}
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return now
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}
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