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feat: queue pending transfers until designers are available

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This commit is contained in:
jimi
2026-03-08 12:43:40 +08:00
parent 5a5bde1ba5
commit 2e3409d8c5
3 changed files with 288 additions and 2 deletions
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106
core/orchestrator.py
View File

@@ -10,6 +10,13 @@ from core.adapters.qianniu_adapter import QianniuAdapter
from core.pydantic_ai_agent_v2 import CustomerServiceBrain
from core.events.event_bus import bus
from core.repository import repo
from db.pending_transfer_db import (
enqueue_pending_transfer,
claim_due_pending_transfers,
complete_pending_transfer,
retry_pending_transfer,
)
from services.dispatch_service import dispatch_service
logger = logging.getLogger("cs_agent")
@@ -17,6 +24,8 @@ logger = logging.getLogger("cs_agent")
MSG_DEDUP_CAPACITY = 200 # 消息 ID 去重缓存容量
TRANSFER_COOLDOWN_SEC = 120 # 转接冷却时间（秒）—— 转接后2分钟内不再调用AI
DEBOUNCE_SECONDS = 2.0 # 消息防抖延迟（秒）
PENDING_TRANSFER_POLL_SECONDS = 30
PENDING_TRANSFER_RETRY_SECONDS = 60
# 转接后安抚话术池（轮换使用，避免复读）
_TRANSFER_CALM_REPLIES = [
@@ -70,6 +79,7 @@ class SystemOrchestrator:
self._debounce_tasks: Dict[str, asyncio.Task] = {}
self._pending_messages: Dict[str, List[StandardMessage]] = {}
self._user_locks: Dict[str, asyncio.Lock] = {}
self._pending_transfer_task: Optional[asyncio.Task] = None
bus.subscribe("MESSAGE_OUTBOUND", self.handle_outbound_event)
@@ -86,6 +96,17 @@ class SystemOrchestrator:
self._user_locks[user_id] = asyncio.Lock()
return self._user_locks[user_id]
def _should_run_pending_transfer_worker(self) -> bool:
worker_id = getattr(self.ws_client, "worker_id", -1) if self.ws_client else -1
return worker_id in (-1, 0)
def _ensure_background_tasks(self):
if not self._should_run_pending_transfer_worker():
return
if self._pending_transfer_task is None or self._pending_transfer_task.done():
self._pending_transfer_task = asyncio.create_task(self._process_pending_transfers_loop())
logger.info("[Orchestrator] 待转接轮询任务已启动")
@staticmethod
def _sanitize_outbound_text(text: str) -> str:
if not text:
@@ -107,6 +128,7 @@ class SystemOrchestrator:
"""链路入口"""
try:
if platform != "qianniu": return
self._ensure_background_tasks()
std_msg, direction = await self.qianniu_adapter.translate_inbound(raw_data)
@@ -343,7 +365,9 @@ class SystemOrchestrator:
# E. 发送并记录时间
if std_res.should_reply:
std_res.reply_content = self._sanitize_outbound_text(std_res.reply_content)
std_res.metadata = {"acc_id": acc_id, "acc_type": acc_type}
meta = dict(std_res.metadata or {})
meta.update({"acc_id": acc_id, "acc_type": acc_type})
std_res.metadata = meta
# 转接场景：先发一句安抚话，再发转接指令
if "[转移会话]" in std_res.reply_content:
@@ -358,6 +382,21 @@ class SystemOrchestrator:
await self.qianniu_adapter.translate_outbound(std_res, user_id)
await repo.save_chat(platform, user_id, std_res.reply_content, "out", acc_id=acc_id)
if std_res.metadata.get("pending_transfer"):
reason = str(std_res.metadata.get("pending_transfer_reason") or "").strip()
if reason:
pending_id = await asyncio.to_thread(
enqueue_pending_transfer,
customer_id=user_id,
acc_id=acc_id,
acc_type=acc_type,
platform=platform,
reason=reason,
)
logger.info(
f"[Orchestrator] 已加入待转接池: pending_id={pending_id} user={user_id} acc={acc_id}"
)
if "[转移会话]" in std_res.reply_content:
self._last_transfer_time[session_key] = time.time()
@@ -370,6 +409,71 @@ class SystemOrchestrator:
response.reply_content = self._sanitize_outbound_text(response.reply_content)
await self.qianniu_adapter.translate_outbound(response, user_id)
async def _process_pending_transfers_loop(self):
while True:
try:
if not self.ws_client or not getattr(self.ws_client, "websocket", None):
await asyncio.sleep(PENDING_TRANSFER_POLL_SECONDS)
continue
rows = await asyncio.to_thread(claim_due_pending_transfers, 10)
if not rows:
await asyncio.sleep(PENDING_TRANSFER_POLL_SECONDS)
continue
for row in rows:
row_id = int(row["id"])
customer_id = str(row.get("customer_id") or "")
acc_id = str(row.get("acc_id") or "")
acc_type = str(row.get("acc_type") or "AliWorkbench")
reason = str(row.get("reason") or "").strip()
try:
designer_name = await dispatch_service.assign_designer(user_id=customer_id)
if not designer_name:
await asyncio.to_thread(
retry_pending_transfer,
row_id,
PENDING_TRANSFER_RETRY_SECONDS,
"designer_unavailable",
)
continue
notify = StandardResponse(
reply_content="设计师上线了，我给您转过去哈",
metadata={"acc_id": acc_id, "acc_type": acc_type},
)
transfer = StandardResponse(
reply_content=f"正在为您转接|[转移会话],{designer_name},无原因",
need_transfer=True,
metadata={"acc_id": acc_id, "acc_type": acc_type},
)
await self.qianniu_adapter.translate_outbound(notify, customer_id)
await repo.save_chat("qianniu", customer_id, notify.reply_content, "out", acc_id=acc_id)
await asyncio.sleep(0.5)
await self.qianniu_adapter.translate_outbound(transfer, customer_id)
await repo.save_chat("qianniu", customer_id, transfer.reply_content, "out", acc_id=acc_id)
self._last_transfer_time[f"{customer_id}@{acc_id}"] = time.time()
await asyncio.to_thread(complete_pending_transfer, row_id)
logger.info(
f"[Orchestrator] 待转接自动完成: pending_id={row_id} user={customer_id} designer={designer_name} reason={reason}"
)
except Exception as e:
logger.warning(f"[Orchestrator] 待转接处理失败 pending_id={row_id}: {e}")
await asyncio.to_thread(
retry_pending_transfer,
row_id,
PENDING_TRANSFER_RETRY_SECONDS,
str(e),
)
except asyncio.CancelledError:
break
except Exception as e:
logger.warning(f"[Orchestrator] 待转接轮询异常: {e}")
await asyncio.sleep(PENDING_TRANSFER_RETRY_SECONDS)
# 全局单例
orchestrator: Optional[SystemOrchestrator] = None
def init_orchestrator(ws_client):

22
core/pydantic_ai_agent_v2.py
View File

@@ -3,6 +3,7 @@ import re
import hashlib
import logging
import time
import json
from typing import List, Optional, Any, Dict
from pydantic_ai import Agent, RunContext
from pydantic_ai.models.openai import OpenAIChatModel
@@ -236,6 +237,8 @@ class CustomerServiceBrain:
logger.info(f"[Brain] AI处理完成，总耗时{elapsed:.1f}s")
# ===== 详细日志：AI 的思考过程和工具调用 =====
pending_transfer_reason = ""
pending_transfer_error = ""
try:
all_msgs = result.all_messages()
for idx, m in enumerate(all_msgs):
@@ -247,9 +250,20 @@ class CustomerServiceBrain:
tool_name = getattr(part, 'tool_name', '?')
tool_args = getattr(part, 'args', {})
logger.info(f"[AI思考] 步骤{idx+1} 调用工具: {tool_name}({tool_args})")
if tool_name == "transfer_to_human_tool":
if isinstance(tool_args, str):
try:
tool_args = json.loads(tool_args)
except Exception:
tool_args = {"reason": tool_args}
if isinstance(tool_args, dict):
pending_transfer_reason = str(tool_args.get("reason") or "").strip()
elif part_kind == 'tool-return':
content = str(getattr(part, 'content', ''))[:200]
logger.info(f"[AI思考] 步骤{idx+1} 工具返回: {content}")
full_content = str(getattr(part, 'content', ''))
if full_content.startswith("ERROR_DESIGNER_"):
pending_transfer_error = full_content
elif part_kind == 'text':
content = str(getattr(part, 'content', ''))[:150]
if content.strip():
@@ -298,7 +312,13 @@ class CustomerServiceBrain:
return StandardResponse(
reply_content=reply_text,
need_transfer=need_transfer,
metadata={"acc_id": msg.acc_id, "acc_type": msg.acc_type}
metadata={
"acc_id": msg.acc_id,
"acc_type": msg.acc_type,
"pending_transfer": bool(pending_transfer_error and pending_transfer_reason),
"pending_transfer_reason": pending_transfer_reason,
"pending_transfer_error": pending_transfer_error,
}
)
except Exception as e:

162
db/pending_transfer_db.py Normal file
View File

@@ -0,0 +1,162 @@
# -*- coding: utf-8 -*-
"""
待转接队列（本地 SQLite）
用于在设计师不在线时暂存转接请求，待设计师上线后自动转接。
"""
import os
import sqlite3
from datetime import datetime, timedelta
from typing import List, Dict
_DB_PATH = os.path.join(os.path.dirname(__file__), "pending_transfer.db")
def _get_conn() -> sqlite3.Connection:
conn = sqlite3.connect(_DB_PATH)
conn.row_factory = sqlite3.Row
return conn
def init_db():
os.makedirs(os.path.dirname(_DB_PATH), exist_ok=True)
with _get_conn() as conn:
conn.execute(
"""
CREATE TABLE IF NOT EXISTS pending_transfers (
id INTEGER PRIMARY KEY AUTOINCREMENT,
customer_id TEXT NOT NULL,
acc_id TEXT DEFAULT '',
acc_type TEXT DEFAULT '',
platform TEXT DEFAULT 'qianniu',
reason TEXT DEFAULT '',
status TEXT NOT NULL DEFAULT 'pending',
retry_count INTEGER NOT NULL DEFAULT 0,
next_retry_at TEXT NOT NULL,
created_at TEXT NOT NULL,
updated_at TEXT NOT NULL,
completed_at TEXT DEFAULT '',
last_error TEXT DEFAULT ''
)
"""
)
conn.execute(
"CREATE INDEX IF NOT EXISTS idx_pending_status_retry ON pending_transfers(status, next_retry_at)"
)
conn.execute(
"CREATE INDEX IF NOT EXISTS idx_pending_customer_acc ON pending_transfers(customer_id, acc_id)"
)
conn.commit()
init_db()
def enqueue_pending_transfer(
customer_id: str,
acc_id: str,
acc_type: str,
platform: str,
reason: str,
) -> int:
now = datetime.now().strftime("%Y-%m-%d %H:%M:%S")
with _get_conn() as conn:
row = conn.execute(
"""
SELECT id
FROM pending_transfers
WHERE customer_id = ? AND acc_id = ? AND status IN ('pending', 'processing')
ORDER BY id DESC
LIMIT 1
""",
(customer_id, acc_id),
).fetchone()
if row:
conn.execute(
"""
UPDATE pending_transfers
SET acc_type = ?, platform = ?, reason = ?, status = 'pending',
next_retry_at = ?, updated_at = ?, last_error = ''
WHERE id = ?
""",
(acc_type, platform, reason, now, now, row["id"]),
)
conn.commit()
return int(row["id"])
cur = conn.execute(
"""
INSERT INTO pending_transfers
(customer_id, acc_id, acc_type, platform, reason, status, retry_count, next_retry_at, created_at, updated_at)
VALUES (?, ?, ?, ?, ?, 'pending', 0, ?, ?, ?)
""",
(customer_id, acc_id, acc_type, platform, reason, now, now, now),
)
conn.commit()
return int(cur.lastrowid)
def claim_due_pending_transfers(limit: int = 10) -> List[Dict]:
now = datetime.now().strftime("%Y-%m-%d %H:%M:%S")
with _get_conn() as conn:
conn.execute("BEGIN IMMEDIATE")
rows = conn.execute(
"""
SELECT *
FROM pending_transfers
WHERE status = 'pending' AND next_retry_at <= ?
ORDER BY created_at ASC, id ASC
LIMIT ?
""",
(now, limit),
).fetchall()
ids = [int(r["id"]) for r in rows]
if ids:
placeholders = ",".join("?" for _ in ids)
conn.execute(
f"""
UPDATE pending_transfers
SET status = 'processing', updated_at = ?
WHERE id IN ({placeholders})
""",
(now, *ids),
)
conn.commit()
return [dict(r) for r in rows]
def complete_pending_transfer(row_id: int):
now = datetime.now().strftime("%Y-%m-%d %H:%M:%S")
with _get_conn() as conn:
conn.execute(
"""
UPDATE pending_transfers
SET status = 'completed', completed_at = ?, updated_at = ?, last_error = ''
WHERE id = ?
""",
(now, now, row_id),
)
conn.commit()
def retry_pending_transfer(row_id: int, delay_seconds: int = 60, error: str = ""):
now = datetime.now()
next_retry = now + timedelta(seconds=max(delay_seconds, 5))
now_s = now.strftime("%Y-%m-%d %H:%M:%S")
next_s = next_retry.strftime("%Y-%m-%d %H:%M:%S")
with _get_conn() as conn:
conn.execute(
"""
UPDATE pending_transfers
SET status = 'pending',
retry_count = retry_count + 1,
next_retry_at = ?,
updated_at = ?,
last_error = ?
WHERE id = ?
""",
(next_s, now_s, error[:500], row_id),
)
conn.commit()