Package com.bytedesk.service.routing_strategy

Class AgentThreadRoutingStrategy

java.lang.Object

com.bytedesk.service.routing_strategy.AbstractThreadRoutingStrategy

com.bytedesk.service.routing_strategy.AgentThreadRoutingStrategy

@Component("agentThreadStrategy")
public class AgentThreadRoutingStrategy
extends AbstractThreadRoutingStrategy

客服线程路由策略 负责处理一对一人工客服的线程创建和路由逻辑

Author:

jackning 270580156@qq.com

Field Summary

Fields

Modifier and Type	Field	Description
private final AgentRestService	agentRestService
private final BytedeskEventPublisher	bytedeskEventPublisher
private final MessageRestService	messageRestService
private final IMessageSendService	messageSendService
private final PresenceFacadeService	presenceFacadeService
private final QueueMemberRestService	queueMemberRestService
private final QueueService	queueService
private final ThreadRestService	threadRestService
private final VisitorThreadService	visitorThreadService

Fields inherited from class com.bytedesk.service.routing_strategy.AbstractThreadRoutingStrategy

ESTIMATED_WAIT_TIME_PER_PERSON, MESSAGE_CACHE_MINUTES

Constructor Summary

Constructors

Constructor	Description
AgentThreadRoutingStrategy()

Method Summary

Modifier and Type	Method	Description
MessageProtobuf	createAgentThread(VisitorRequest visitorRequest)	创建客服线程 一对一人工客服，不支持机器人接待
MessageProtobuf	createThread(VisitorRequest visitorRequest)	创建线程的核心方法 由具体实现类负责处理不同类型的线程创建逻辑
private String	generateAgentQueueMessage(VisitorRequest visitorRequest, AgentEntity agent, int queuingCount, int avgWaitTimePerPerson)	生成客服排队消息（使用模板）
private MessageProtobuf	getAgentContinueMessage(ThreadEntity thread)	获取客服继续对话消息
private AgentEntity	getAgentEntity(String agentUid)	获取客服实体
private String	getAgentOfflineMessage(VisitorRequest visitorRequest, AgentEntity agent)	获取客服离线消息
private MessageProtobuf	getAgentQueueMessage(ThreadEntity thread)	获取客服排队消息
private QueueSettingsEntity	getAgentQueueSettings(VisitorRequest visitorRequest, AgentEntity agent)	获取客服排队配置
private String	getAgentWelcomeMessage(VisitorRequest visitorRequest, AgentEntity agent)
private ThreadEntity	getOrCreateThread(VisitorRequest visitorRequest, AgentEntity agentEntity, String topic)	获取或创建线程
protected ThreadRestService	getThreadRestService()	获取线程服务实例 由具体实现类提供
private MessageProtobuf	handleAvailableAgent(VisitorRequest visitorRequest, ThreadEntity threadFromRequest, AgentEntity agent, QueueMemberEntity queueMemberEntity)	处理可用客服（客服在线且未达到最大接待人数）
private MessageProtobuf	handleExistingThread(VisitorRequest request, ThreadEntity thread, AgentEntity agentEntity)	处理已存在的线程
private MessageProtobuf	handleOfflineAgent(VisitorRequest visitorRequest, ThreadEntity threadFromRequest, AgentEntity agent, QueueMemberEntity queueMemberEntity)	处理离线客服
private MessageProtobuf	handleQueuedAgent(VisitorRequest visitorRequest, ThreadEntity threadFromRequest, AgentEntity agent, QueueMemberEntity queueMemberEntity)	处理排队客服（客服在线但已达到最大接待人数）
private boolean	isDraftEnabled(VisitorRequest visitorRequest)	获取客服欢迎消息
private boolean	isExistingActiveThread(ThreadEntity thread)	检查是否为已存在的活跃线程
private void	publishThreadEvents(ThreadEntity savedThread)	发布线程相关事件
private int	resolveMaxWaiting(QueueSettingsEntity settings)
private MessageProtobuf	routeNewThread(ThreadEntity thread, AgentEntity agentEntity, VisitorRequest visitorRequest)	路由新线程
private MessageProtobuf	routeOnlineAgent(VisitorRequest visitorRequest, ThreadEntity thread, AgentEntity agentEntity, QueueMemberEntity queueMemberEntity)	路由在线客服
private boolean	shouldForceLeaveMessage(QueueEntity queue, QueueSettingsEntity settings)
private void	updateQueueMemberForAcceptance(QueueMemberEntity queueMemberEntity)	更新队列成员接受状态

Methods inherited from class com.bytedesk.service.routing_strategy.AbstractThreadRoutingStrategy

executeWithExceptionHandling, generateQueueMessage, getThreadByUid, getValidOfflineMessage, getValidWelcomeMessage, handleStrategyException, isActiveThread, isClosedThread, isMessageInCacheTime, isNewThread, logThreadStatusChange, saveThread, validateThread, validateUid

Methods inherited from class java.lang.Object

clone, equals, finalize, getClass, hashCode, notify, notifyAll, toString, wait, wait, wait

Field Details

agentRestService

private final AgentRestService agentRestService

threadRestService

private final ThreadRestService threadRestService

visitorThreadService

private final VisitorThreadService visitorThreadService

messageSendService

private final IMessageSendService messageSendService

queueService

private final QueueService queueService

queueMemberRestService

private final QueueMemberRestService queueMemberRestService

messageRestService

private final MessageRestService messageRestService

bytedeskEventPublisher

private final BytedeskEventPublisher bytedeskEventPublisher

presenceFacadeService

private final PresenceFacadeService presenceFacadeService

Constructor Details

AgentThreadRoutingStrategy

public AgentThreadRoutingStrategy()

Method Details

getThreadRestService

protected ThreadRestService getThreadRestService()

Description copied from class: AbstractThreadRoutingStrategy

获取线程服务实例 由具体实现类提供

Specified by:

getThreadRestService in class AbstractThreadRoutingStrategy

Returns:

ThreadRestService实例

createThread

public MessageProtobuf createThread(VisitorRequest visitorRequest)

Description copied from class: AbstractThreadRoutingStrategy

创建线程的核心方法 由具体实现类负责处理不同类型的线程创建逻辑

Specified by:

createThread in class AbstractThreadRoutingStrategy

Parameters:

visitorRequest - 访客请求信息

Returns:

消息协议对象

createAgentThread

public MessageProtobuf createAgentThread(VisitorRequest visitorRequest)

创建客服线程 一对一人工客服，不支持机器人接待

getOrCreateThread

private ThreadEntity getOrCreateThread(VisitorRequest visitorRequest,
 AgentEntity agentEntity,
 String topic)

获取或创建线程

isExistingActiveThread

private boolean isExistingActiveThread(ThreadEntity thread)

检查是否为已存在的活跃线程

handleExistingThread

private MessageProtobuf handleExistingThread(VisitorRequest request,
 ThreadEntity thread,
 AgentEntity agentEntity)

处理已存在的线程

routeNewThread

private MessageProtobuf routeNewThread(ThreadEntity thread,
 AgentEntity agentEntity,
 VisitorRequest visitorRequest)

路由新线程

routeOnlineAgent

private MessageProtobuf routeOnlineAgent(VisitorRequest visitorRequest,
 ThreadEntity thread,
 AgentEntity agentEntity,
 QueueMemberEntity queueMemberEntity)

路由在线客服

handleAvailableAgent

private MessageProtobuf handleAvailableAgent(VisitorRequest visitorRequest,
 ThreadEntity threadFromRequest,
 AgentEntity agent,
 QueueMemberEntity queueMemberEntity)

处理可用客服（客服在线且未达到最大接待人数）

handleQueuedAgent

private MessageProtobuf handleQueuedAgent(VisitorRequest visitorRequest,
 ThreadEntity threadFromRequest,
 AgentEntity agent,
 QueueMemberEntity queueMemberEntity)

处理排队客服（客服在线但已达到最大接待人数）

handleOfflineAgent

private MessageProtobuf handleOfflineAgent(VisitorRequest visitorRequest,
 ThreadEntity threadFromRequest,
 AgentEntity agent,
 QueueMemberEntity queueMemberEntity)

处理离线客服

getAgentEntity

private AgentEntity getAgentEntity(String agentUid)

获取客服实体

isDraftEnabled

private boolean isDraftEnabled(VisitorRequest visitorRequest)

获取客服欢迎消息

getAgentWelcomeMessage

private String getAgentWelcomeMessage(VisitorRequest visitorRequest,
 AgentEntity agent)

getAgentOfflineMessage

private String getAgentOfflineMessage(VisitorRequest visitorRequest,
 AgentEntity agent)

获取客服离线消息

getAgentQueueSettings

private QueueSettingsEntity getAgentQueueSettings(VisitorRequest visitorRequest,
 AgentEntity agent)

获取客服排队配置

shouldForceLeaveMessage

private boolean shouldForceLeaveMessage(QueueEntity queue,
 QueueSettingsEntity settings)

resolveMaxWaiting

private int resolveMaxWaiting(QueueSettingsEntity settings)

generateAgentQueueMessage

private String generateAgentQueueMessage(VisitorRequest visitorRequest,
 AgentEntity agent,
 int queuingCount,
 int avgWaitTimePerPerson)

生成客服排队消息（使用模板）

Parameters:

agent - 客服实体

queuingCount - 当前排队人数

avgWaitTimePerPerson - 每人平均等待时长（秒）

Returns:

替换模板变量后的排队提示语

updateQueueMemberForAcceptance

private void updateQueueMemberForAcceptance(QueueMemberEntity queueMemberEntity)

更新队列成员接受状态

publishThreadEvents

private void publishThreadEvents(ThreadEntity savedThread)

发布线程相关事件

getAgentContinueMessage

private MessageProtobuf getAgentContinueMessage(ThreadEntity thread)

获取客服继续对话消息

getAgentQueueMessage

private MessageProtobuf getAgentQueueMessage(ThreadEntity thread)

获取客服排队消息