84 lines
3.5 KiB
Python
84 lines
3.5 KiB
Python
import logging
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from utils.metrics_tracker import emit as metrics_emit
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logger = logging.getLogger("cs_agent")
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async def transfer_to_human_flow(client, data: dict, transfer_msg: str = "", *, transfer_group_resolver=None):
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"""
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转接人工客服。
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1. 优先调用 dispatch 服务 GET /assign 一键派单
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2. 派单失败时，回退旧版 designer_roster 派单
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3. 无人在线或未配置时，回退到 config/transfer_groups.json
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设计师在线状态：仅在转人工时按需查询，不轮询。
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"""
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if not client.websocket:
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logger.info("[%s] 错误: 未连接到服务器", client.get_time())
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return
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acc_id = data.get("acc_id", "")
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group_id = None
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assigned_to = ""
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dispatch_res = await client._dispatch_assign_once()
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if dispatch_res.get("success"):
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assigned_to = str(dispatch_res.get("assigned_to", "") or "").strip()
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logger.info(
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"一键派单成功 | task_id=%s | assigned_to=%s | online_count=%s",
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dispatch_res.get("task_id", ""),
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assigned_to or "未知",
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dispatch_res.get("online_count", 0),
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)
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metrics_emit(
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"dispatch_assign_success",
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acc_id=acc_id,
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assigned_to=assigned_to,
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online_count=dispatch_res.get("online_count", 0),
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)
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else:
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logger.warning("一键派单失败，回退旧派单逻辑: %s", dispatch_res.get("reason", "unknown"))
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metrics_emit("dispatch_assign_failed", acc_id=acc_id)
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# 2. 派单失败时，回退旧版 designer_roster
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if not dispatch_res.get("success"):
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try:
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from utils.designer_roster import poll_and_update_roster
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from db.designer_roster_db import get_transfer_group_for_shop
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await poll_and_update_roster()
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group_id = get_transfer_group_for_shop(acc_id)
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except Exception as e:
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logger.debug("设计师派单未启用或异常: %s", e)
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# 3. 无人在线时企微提醒（新旧两套都没拿到在线结果时）
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online_count = int(dispatch_res.get("online_count", 0) or 0)
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if online_count <= 0 and not group_id:
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try:
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from config.config import WECHAT_WEBHOOK
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if WECHAT_WEBHOOK:
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import httpx
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async with httpx.AsyncClient(timeout=5) as c:
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resp = await c.post(WECHAT_WEBHOOK, json={
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"msgtype": "text",
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"text": {"content": "谁在线啊"},
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})
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if resp.status_code != 200:
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logger.warning("企微提醒发送失败: %s %s", resp.status_code, resp.text)
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else:
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logger.debug("未配置 WECHAT_WEBHOOK，跳过企微提醒")
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except Exception as e:
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logger.warning("企微提醒发送异常: %s", e)
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# 4. 构造转接命令：有 assigned_to 用人名，否则回退分组
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if assigned_to:
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cmd = f"正在为你转接人工|[转移会话],{assigned_to},无原因"
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await client.send_reply(data, cmd)
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logger.info("[%s] 已发送转接请求 (店铺:%s -> 设计师:%s)", client.get_time(), acc_id or "未知", assigned_to)
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return
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if not group_id:
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group_id = transfer_group_resolver(acc_id) if transfer_group_resolver else "20252916034"
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cmd = f"话术|[转移会话],分组{group_id},无原因"
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await client.send_reply(data, cmd)
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logger.info("[%s] 已发送转接请求 (店铺:%s -> 分组:%s)", client.get_time(), acc_id or "未知", group_id)
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