520 lines
21 KiB
Go
520 lines
21 KiB
Go
package services
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import (
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"agent-desk/internal/models"
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"agent-desk/internal/pkg/dto/response"
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"agent-desk/internal/pkg/enums"
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"agent-desk/internal/pkg/i18nx"
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"agent-desk/internal/repositories"
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"fmt"
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"sort"
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"strings"
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"time"
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"github.com/mlogclub/simple/sqls"
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"gorm.io/gorm"
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)
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var DashboardService = newDashboardService()
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func newDashboardService() *dashboardService {
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return &dashboardService{}
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}
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type dashboardService struct {
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}
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func (s *dashboardService) GetOverview(rangeValue string, locale string) response.DashboardOverviewResponse {
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locale = i18nx.NormalizeLocale(locale)
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now := time.Now()
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normalizedRange, trendDays := normalizeDashboardRange(rangeValue)
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todayStart := startOfDay(now)
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trendStart := todayStart.AddDate(0, 0, -(trendDays - 1))
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db := sqls.DB()
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conversationTodayCount := repositories.DashboardRepository.CountConversations(db, func(tx *gorm.DB) *gorm.DB {
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return tx.Where("created_at >= ?", todayStart)
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})
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processingConversationCount := repositories.DashboardRepository.CountConversations(db, func(tx *gorm.DB) *gorm.DB {
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return tx.Where("status IN ?", []enums.IMConversationStatus{
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enums.IMConversationStatusAIServing,
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enums.IMConversationStatusActive,
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})
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})
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pendingConversationCount := repositories.DashboardRepository.CountConversations(db, func(tx *gorm.DB) *gorm.DB {
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return tx.Where("status = ?", enums.IMConversationStatusPending)
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})
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agentProfiles := repositories.DashboardRepository.ListEnabledAgentProfiles(db)
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agentTeams := repositories.DashboardRepository.ListEnabledAgentTeams(db)
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activeSchedules := repositories.DashboardRepository.ListActiveTeamSchedules(db, now, now)
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activeConversations := repositories.DashboardRepository.ListConversations(db, func(tx *gorm.DB) *gorm.DB {
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return tx.Where("status IN ?", []enums.IMConversationStatus{
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enums.IMConversationStatusAIServing,
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enums.IMConversationStatusPending,
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enums.IMConversationStatusActive,
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})
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})
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onlineAgents, busyAgents, offlineAgents, teamLoads := s.buildAgentStats(now, agentTeams, agentProfiles, activeSchedules, activeConversations)
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enabledAIAgentCount := repositories.DashboardRepository.CountAIAgents(db, func(tx *gorm.DB) *gorm.DB {
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return tx.Where("status = ?", enums.StatusOk)
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})
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enabledChannelCount := repositories.DashboardRepository.CountChannels(db, func(tx *gorm.DB) *gorm.DB {
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return tx.Where("status = ?", enums.StatusOk)
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})
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knowledgeRetrieveCount := repositories.DashboardRepository.CountKnowledgeRetrieveLogs(db, func(tx *gorm.DB) *gorm.DB {
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return tx.Where("created_at >= ?", todayStart)
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})
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knowledgeRetrieveFailCount := repositories.DashboardRepository.CountKnowledgeRetrieveLogs(db, func(tx *gorm.DB) *gorm.DB {
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return tx.Where("created_at >= ? AND answer_status IN ?", todayStart, []int{2, 3, 4})
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})
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agentRunFailCount := repositories.DashboardRepository.CountAgentRuns(db, func(tx *gorm.DB) *gorm.DB {
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return tx.Where("created_at >= ? AND status = ?", todayStart, "failed")
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})
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aiHandoffCount := repositories.DashboardRepository.CountConversations(db, func(tx *gorm.DB) *gorm.DB {
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return tx.Where("handoff_at >= ?", todayStart)
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})
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enabledAIAgents := repositories.DashboardRepository.ListAIAgents(db, func(tx *gorm.DB) *gorm.DB {
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return tx.Where("status = ?", enums.StatusOk)
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})
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alerts := s.buildAlerts(now, db, enabledAIAgents, agentTeams, activeSchedules, locale)
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return response.DashboardOverviewResponse{
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Range: normalizedRange,
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GeneratedAt: now.Format("2006-01-02 15:04:05"),
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Summary: response.DashboardSummaryResponse{
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TodayNewConversations: conversationTodayCount,
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ProcessingConversations: processingConversationCount,
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PendingDispatchConversations: pendingConversationCount,
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OnlineAgents: onlineAgents,
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AIServiceRate: calcAIServiceRate(activeConversations),
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},
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ConversationStats: response.DashboardSectionStatsResponse{
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StatusDistribution: buildConversationStatusDistribution(db, locale),
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Trend: buildConversationTrend(db, trendStart),
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},
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AgentStats: response.DashboardAgentStatsResponse{
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OnlineAgents: onlineAgents,
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BusyAgents: busyAgents,
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OfflineAgents: offlineAgents,
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TeamLoads: teamLoads,
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},
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AIStats: response.DashboardAIStatsResponse{
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EnabledAIAgents: enabledAIAgentCount,
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EnabledChannels: enabledChannelCount,
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TodayKnowledgeRetrieves: knowledgeRetrieveCount,
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TodayKnowledgeRetrieveFailCount: knowledgeRetrieveFailCount,
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TodayKnowledgeRetrieveFailRate: calcRate(knowledgeRetrieveFailCount, knowledgeRetrieveCount),
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TodayAgentRunFailCount: agentRunFailCount,
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TodayAIHandoffCount: aiHandoffCount,
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},
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Alerts: alerts,
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QuickLinks: buildDashboardQuickLinks(locale),
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}
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}
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func (s *dashboardService) buildAgentStats(now time.Time, teams []models.AgentTeam, profiles []models.AgentProfile, schedules []models.AgentTeamSchedule, conversations []models.Conversation) (int64, int64, int64, []response.DashboardTeamLoadResponse) {
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const onlineWindow = 15 * time.Minute
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scheduledTeamIDs := make(map[int64]bool, len(schedules))
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for _, item := range schedules {
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scheduledTeamIDs[item.TeamID] = true
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}
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type teamCounter struct {
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totalAgents int64
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onlineAgents int64
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busyAgents int64
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offlineAgents int64
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waitingConversations int64
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processingConversations int64
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maxConcurrentCapacity int64
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}
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teamCounters := make(map[int64]*teamCounter, len(teams))
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for _, team := range teams {
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teamCounters[team.ID] = &teamCounter{}
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}
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var onlineAgents int64
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var busyAgents int64
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var offlineAgents int64
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for _, profile := range profiles {
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counter := teamCounters[profile.TeamID]
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if counter == nil {
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counter = &teamCounter{}
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teamCounters[profile.TeamID] = counter
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}
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counter.totalAgents++
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counter.maxConcurrentCapacity += int64(profile.MaxConcurrentCount)
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if profile.LastOnlineAt != nil && now.Sub(*profile.LastOnlineAt) <= onlineWindow {
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counter.onlineAgents++
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onlineAgents++
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if profile.ServiceStatus == enums.ServiceStatusBusy {
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counter.busyAgents++
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busyAgents++
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}
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continue
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}
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counter.offlineAgents++
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offlineAgents++
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}
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for _, item := range conversations {
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if item.CurrentTeamID <= 0 {
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continue
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}
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counter := teamCounters[item.CurrentTeamID]
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if counter == nil {
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counter = &teamCounter{}
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teamCounters[item.CurrentTeamID] = counter
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}
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switch item.Status {
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case enums.IMConversationStatusAIServing:
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counter.processingConversations++
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case enums.IMConversationStatusPending:
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counter.waitingConversations++
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case enums.IMConversationStatusActive:
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counter.processingConversations++
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}
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}
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teamLoads := make([]response.DashboardTeamLoadResponse, 0, len(teams))
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for _, team := range teams {
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counter := teamCounters[team.ID]
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if counter == nil {
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counter = &teamCounter{}
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}
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teamLoads = append(teamLoads, response.DashboardTeamLoadResponse{
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TeamID: team.ID,
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TeamName: team.Name,
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TotalAgents: counter.totalAgents,
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OnlineAgents: counter.onlineAgents,
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BusyAgents: counter.busyAgents,
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OfflineAgents: counter.offlineAgents,
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WaitingConversations: counter.waitingConversations,
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ProcessingConversations: counter.processingConversations,
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MaxConcurrentCapacity: counter.maxConcurrentCapacity,
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LoadRate: calcRate(counter.processingConversations, counter.maxConcurrentCapacity),
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HasScheduleNow: scheduledTeamIDs[team.ID],
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})
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}
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sort.Slice(teamLoads, func(i, j int) bool {
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if teamLoads[i].WaitingConversations == teamLoads[j].WaitingConversations {
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if teamLoads[i].LoadRate == teamLoads[j].LoadRate {
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return teamLoads[i].TeamID < teamLoads[j].TeamID
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}
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return teamLoads[i].LoadRate > teamLoads[j].LoadRate
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}
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return teamLoads[i].WaitingConversations > teamLoads[j].WaitingConversations
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})
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return onlineAgents, busyAgents, offlineAgents, teamLoads
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}
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func (s *dashboardService) buildAlerts(now time.Time, db *gorm.DB, aiAgents []models.AIAgent, teams []models.AgentTeam, schedules []models.AgentTeamSchedule, locale string) []response.DashboardAlertResponse {
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alerts := make([]response.DashboardAlertResponse, 0, 4)
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pendingTimeout := now.Add(-10 * time.Minute)
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activeTimeout := now.Add(-30 * time.Minute)
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pendingLongWaitCount := repositories.DashboardRepository.CountConversations(db, func(tx *gorm.DB) *gorm.DB {
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return tx.Where("status = ? AND created_at < ?", enums.IMConversationStatusPending, pendingTimeout)
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})
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if pendingLongWaitCount > 0 {
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alerts = append(alerts, response.DashboardAlertResponse{
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ID: "pending-long-wait",
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Level: "warning",
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Title: dashboardText(locale, "alert.pendingLongWait.title"),
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Description: dashboardText(locale, "alert.pendingLongWait.description"),
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Count: pendingLongWaitCount,
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Link: "/dashboard/conversations",
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})
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}
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staleProcessingCount := repositories.DashboardRepository.CountConversations(db, func(tx *gorm.DB) *gorm.DB {
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return tx.Where("status IN ? AND (last_message_at IS NULL OR last_message_at < ?)", []enums.IMConversationStatus{
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enums.IMConversationStatusAIServing,
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enums.IMConversationStatusActive,
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}, activeTimeout)
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})
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if staleProcessingCount > 0 {
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alerts = append(alerts, response.DashboardAlertResponse{
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ID: "stale-processing",
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Level: "warning",
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Title: dashboardText(locale, "alert.staleProcessing.title"),
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Description: dashboardText(locale, "alert.staleProcessing.description"),
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Count: staleProcessingCount,
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Link: "/dashboard/conversations",
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})
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}
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scheduledTeamIDs := make(map[int64]bool, len(schedules))
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for _, item := range schedules {
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scheduledTeamIDs[item.TeamID] = true
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}
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var scheduleMissingCount int64
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for _, team := range teams {
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if !scheduledTeamIDs[team.ID] {
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scheduleMissingCount++
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}
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}
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if scheduleMissingCount > 0 {
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alerts = append(alerts, response.DashboardAlertResponse{
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ID: "team-no-schedule",
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Level: "info",
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Title: dashboardText(locale, "alert.teamNoSchedule.title"),
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Description: dashboardText(locale, "alert.teamNoSchedule.description"),
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Count: scheduleMissingCount,
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Link: "/dashboard/agent-team-schedules",
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})
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}
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sort.Slice(alerts, func(i, j int) bool {
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if alerts[i].Count == alerts[j].Count {
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return alerts[i].ID < alerts[j].ID
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}
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return alerts[i].Count > alerts[j].Count
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})
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return alerts
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}
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func buildConversationStatusDistribution(db *gorm.DB, locale string) []response.DashboardStatusDistributionItem {
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ret := make([]response.DashboardStatusDistributionItem, 0, len(enums.IMConversationStatusValues))
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for _, status := range enums.IMConversationStatusValues {
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ret = append(ret, response.DashboardStatusDistributionItem{
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Status: int(status),
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Label: conversationStatusLabel(status, locale),
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Count: repositories.DashboardRepository.CountConversations(db, func(tx *gorm.DB) *gorm.DB {
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return tx.Where("status = ?", status)
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}),
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})
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}
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return ret
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}
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func buildConversationTrend(db *gorm.DB, start time.Time) []response.DashboardTrendItem {
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created := repositories.DashboardRepository.ListConversations(db, func(tx *gorm.DB) *gorm.DB {
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return tx.Select("created_at").Where("created_at >= ?", start)
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})
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closed := repositories.DashboardRepository.ListConversations(db, func(tx *gorm.DB) *gorm.DB {
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return tx.Select("closed_at").Where("closed_at IS NOT NULL AND closed_at >= ?", start)
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})
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return buildTrendItems(start, created, closed, func(item models.Conversation) *time.Time {
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return &item.CreatedAt
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}, func(item models.Conversation) *time.Time {
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return item.ClosedAt
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})
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}
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func buildTrendItems(start time.Time, created []models.Conversation, closed []models.Conversation, createdAt func(models.Conversation) *time.Time, closedAt func(models.Conversation) *time.Time) []response.DashboardTrendItem {
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series := initTrendMap(start, time.Now())
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for _, item := range created {
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if ts := createdAt(item); ts != nil {
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series[ts.Format("2006-01-02")].NewCount++
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}
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}
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for _, item := range closed {
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if ts := closedAt(item); ts != nil {
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series[ts.Format("2006-01-02")].ClosedCount++
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}
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}
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return flattenTrendMap(series)
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}
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func initTrendMap(start, end time.Time) map[string]*response.DashboardTrendItem {
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series := make(map[string]*response.DashboardTrendItem)
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for current := startOfDay(start); !current.After(end); current = current.AddDate(0, 0, 1) {
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key := current.Format("2006-01-02")
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series[key] = &response.DashboardTrendItem{Date: key}
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}
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return series
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}
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func flattenTrendMap(series map[string]*response.DashboardTrendItem) []response.DashboardTrendItem {
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keys := make([]string, 0, len(series))
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for key := range series {
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keys = append(keys, key)
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}
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sort.Strings(keys)
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ret := make([]response.DashboardTrendItem, 0, len(keys))
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for _, key := range keys {
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ret = append(ret, *series[key])
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}
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return ret
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}
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func buildDashboardQuickLinks(locale string) []response.DashboardQuickLinkResponse {
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return []response.DashboardQuickLinkResponse{
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{Title: dashboardText(locale, "quick.conversations.title"), Description: dashboardText(locale, "quick.conversations.description"), Link: "/dashboard/conversations"},
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{Title: dashboardText(locale, "quick.agents.title"), Description: dashboardText(locale, "quick.agents.description"), Link: "/dashboard/agents"},
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{Title: dashboardText(locale, "quick.knowledge.title"), Description: dashboardText(locale, "quick.knowledge.description"), Link: "/dashboard/knowledge"},
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{Title: dashboardText(locale, "quick.aiAgents.title"), Description: dashboardText(locale, "quick.aiAgents.description"), Link: "/dashboard/ai-agents"},
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{Title: dashboardText(locale, "quick.channels.title"), Description: dashboardText(locale, "quick.channels.description"), Link: "/dashboard/channels"},
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}
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}
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func normalizeDashboardRange(value string) (string, int) {
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switch value {
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case "30d":
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return "30d", 30
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case "today":
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return "today", 1
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default:
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return "7d", 7
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}
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}
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func startOfDay(value time.Time) time.Time {
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return time.Date(value.Year(), value.Month(), value.Day(), 0, 0, 0, 0, value.Location())
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}
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func calcRate(numerator, denominator int64) float64 {
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if denominator <= 0 {
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return 0
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}
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ratio := float64(numerator) / float64(denominator) * 100
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return float64(int(ratio*10+0.5)) / 10
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}
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func calcAIServiceRate(conversations []models.Conversation) float64 {
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var aiCount int64
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var total int64
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for _, item := range conversations {
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total++
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if item.ServiceMode == enums.IMConversationServiceModeAIOnly || item.ServiceMode == enums.IMConversationServiceModeAIFirst {
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aiCount++
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}
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}
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return calcRate(aiCount, total)
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}
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func labelOrDefault(value, fallback string) string {
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if strings.TrimSpace(value) != "" {
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return value
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}
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return fallback
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}
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func conversationStatusLabel(status enums.IMConversationStatus, locale string) string {
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normalized := i18nx.NormalizeLocale(locale)
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if normalized == i18nx.LocaleRuRU {
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switch status {
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case enums.IMConversationStatusAIServing:
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return "Обрабатывает ИИ"
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case enums.IMConversationStatusPending:
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return "В очереди"
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case enums.IMConversationStatusActive:
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return "В работе"
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case enums.IMConversationStatusClosed:
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return "Закрыт"
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default:
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return fmt.Sprintf("Статус %d", status)
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}
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}
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if normalized == i18nx.LocaleZhCN {
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return labelOrDefault(enums.GetIMConversationStatusLabel(status), fmt.Sprintf("状态 %d", status))
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}
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switch status {
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case enums.IMConversationStatusAIServing:
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return "AI active"
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case enums.IMConversationStatusPending:
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return "Queued"
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case enums.IMConversationStatusActive:
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return "In progress"
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case enums.IMConversationStatusClosed:
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return "Closed"
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default:
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return fmt.Sprintf("Status %d", status)
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}
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}
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func dashboardText(locale string, key string) string {
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normalized := i18nx.NormalizeLocale(locale)
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if normalized == i18nx.LocaleRuRU {
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if value, ok := dashboardRuRU[key]; ok {
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return value
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}
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}
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if normalized == i18nx.LocaleZhCN {
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if value, ok := dashboardZhCN[key]; ok {
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return value
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}
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}
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if value, ok := dashboardEnUS[key]; ok {
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return value
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}
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if value, ok := dashboardZhCN[key]; ok {
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return value
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}
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return key
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}
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var dashboardRuRU = map[string]string{
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"alert.pendingLongWait.title": "Очередь диалогов переполнена",
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"alert.pendingLongWait.description": "Некоторые диалоги ожидают назначения более 10 минут. Рекомендуется распределить обращения.",
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"alert.staleProcessing.title": "Диалоги в работе требуют внимания",
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"alert.staleProcessing.description": "В некоторых активных диалогах нет новых сообщений более 30 минут. Проверьте их статус.",
|
||
"alert.teamNoSchedule.title": "У команд операторов нет активного расписания",
|
||
"alert.teamNoSchedule.description": "У части активных команд операторов сейчас нет действующего расписания, что может повлиять на автоназначение.",
|
||
"alert.aiNoKnowledge.title": "ИИ-агенты не привязаны к базе знаний",
|
||
"alert.aiNoKnowledge.description": "Некоторые активные ИИ-агенты не привязаны к базе знаний, что может снизить качество ответов.",
|
||
"quick.conversations.title": "Диалоги",
|
||
"quick.conversations.description": "Просмотр очереди и активных диалогов",
|
||
"quick.agents.title": "Операторы",
|
||
"quick.agents.description": "Статус операторов и настройка команд",
|
||
"quick.knowledge.title": "База знаний",
|
||
"quick.knowledge.description": "Управление документами и журнал поиска",
|
||
"quick.aiAgents.title": "ИИ-агенты",
|
||
"quick.aiAgents.description": "Настройка стратегий приёма и базы знаний",
|
||
"quick.channels.title": "Каналы связи",
|
||
"quick.channels.description": "Управление каналами и агентами по умолчанию",
|
||
}
|
||
|
||
var dashboardZhCN = map[string]string{
|
||
"alert.pendingLongWait.title": "待接入会话堆积",
|
||
"alert.pendingLongWait.description": "存在超过 10 分钟仍未接入的会话，建议优先处理分配。",
|
||
"alert.staleProcessing.title": "处理中会话长时间无响应",
|
||
"alert.staleProcessing.description": "部分处理中会话已超过 30 分钟没有最新消息，需要确认跟进状态。",
|
||
"alert.teamNoSchedule.title": "客服组当前无生效排班",
|
||
"alert.teamNoSchedule.description": "部分启用中的客服组当前没有生效排班，可能影响自动分配。",
|
||
"alert.aiNoKnowledge.title": "AI Agent 未绑定知识库",
|
||
"alert.aiNoKnowledge.description": "部分启用中的 AI Agent 尚未绑定知识库，回答质量可能不稳定。",
|
||
"quick.conversations.title": "会话管理",
|
||
"quick.conversations.description": "查看待接入与处理中会话",
|
||
"quick.agents.title": "客服档案",
|
||
"quick.agents.description": "查看客服状态与分组配置",
|
||
"quick.knowledge.title": "知识库",
|
||
"quick.knowledge.description": "维护文档与查看检索日志",
|
||
"quick.aiAgents.title": "AI Agent",
|
||
"quick.aiAgents.description": "配置 AI 接待策略与知识绑定",
|
||
"quick.channels.title": "接入渠道",
|
||
"quick.channels.description": "管理接入渠道与默认 Agent",
|
||
}
|
||
|
||
var dashboardEnUS = map[string]string{
|
||
"alert.pendingLongWait.title": "Queued conversations are piling up",
|
||
"alert.pendingLongWait.description": "Some conversations have been waiting for more than 10 minutes. Prioritize assignment.",
|
||
"alert.staleProcessing.title": "Active conversations need attention",
|
||
"alert.staleProcessing.description": "Some active conversations have had no new messages for over 30 minutes. Check their follow-up status.",
|
||
"alert.teamNoSchedule.title": "Agent teams have no active schedule",
|
||
"alert.teamNoSchedule.description": "Some enabled agent teams do not have an active schedule right now, which may affect automatic assignment.",
|
||
"alert.aiNoKnowledge.title": "AI Agents are missing knowledge bases",
|
||
"alert.aiNoKnowledge.description": "Some enabled AI Agents are not linked to a knowledge base yet, which may reduce answer quality.",
|
||
"quick.conversations.title": "Conversations",
|
||
"quick.conversations.description": "Review queued and active conversations",
|
||
"quick.agents.title": "Agents",
|
||
"quick.agents.description": "Check agent status and team setup",
|
||
"quick.knowledge.title": "Knowledge base",
|
||
"quick.knowledge.description": "Manage documents and review retrieval logs",
|
||
"quick.aiAgents.title": "AI Agents",
|
||
"quick.aiAgents.description": "Configure AI service policies and knowledge bindings",
|
||
"quick.channels.title": "Channels",
|
||
"quick.channels.description": "Manage channels and default agents",
|
||
}
|