Package com.bytedesk.service.routing_strategy

Class WorkgroupThreadRoutingStrategy

java.lang.Object

com.bytedesk.service.routing_strategy.AbstractThreadRoutingStrategy

com.bytedesk.service.routing_strategy.WorkgroupThreadRoutingStrategy

@Component("workgroupThreadStrategy")
public class WorkgroupThreadRoutingStrategy
extends AbstractThreadRoutingStrategy

工作组线程路由策略

功能特点： - 支持机器人优先接待，可转人工 - 智能路由决策：根据工作组配置、服务时间、客服在线状态等因素决定路由方向 - 支持排队管理和离线留言 - 支持强制转人工和机器人转人工

路由决策流程： 1. 检查现有会话状态 2. 根据配置决定机器人或人工接待 3. 处理排队和离线场景 4. 支持会话状态转换

Since:

1.0.0

Author:

Jack Ning 270580156@qq.com

Field Summary

Fields

Modifier and Type	Field	Description
private final BytedeskEventPublisher	bytedeskEventPublisher
private final MessageRestService	messageRestService
private final IMessageSendService	messageSendService
private final QueueMemberMessageService	queueMemberMessageService
private final QueueMemberRestService	queueMemberRestService
private final QueueService	queueService
private final ThreadRestService	threadRestService
private final VisitorThreadService	visitorThreadService
private final WorkgroupRestService	workgroupRestService
private final WorkgroupRoutingService	workgroupRoutingService

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

DEFAULT_OFFLINE_MESSAGE, DEFAULT_WELCOME_MESSAGE, ESTIMATED_WAIT_TIME_PER_PERSON, MESSAGE_CACHE_MINUTES, QUEUE_NEXT_MESSAGE, QUEUE_WAITING_MESSAGE_TEMPLATE

Constructor Summary

Constructors

Constructor	Description
WorkgroupThreadRoutingStrategy()

Method Summary

Modifier and Type	Method	Description
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
MessageProtobuf	createWorkgroupThread(VisitorRequest visitorRequest)	创建工作组会话
private String	generateWorkgroupQueueMessage(QueueMemberEntity queueMemberEntity)	生成工作组排队消息
private String	getAgentWelcomeMessage(AgentEntity agentEntity)	获取客服欢迎消息
MessageProtobuf	getOfflineMessage(VisitorRequest visitorRequest, ThreadEntity threadFromRequest, AgentEntity agentEntity, WorkgroupEntity workgroup, QueueMemberEntity queueMemberEntity)	获取离线消息
private ThreadEntity	getOrCreateWorkgroupThread(VisitorRequest visitorRequest, WorkgroupEntity workgroup, String topic)	获取或创建工作组会话
private MessageProtobuf	getRobotContinueMessage(RobotEntity robotEntity, ThreadEntity thread)	获取机器人继续对话消息
private String	getRobotWelcomeMessage(RobotEntity robotEntity)	获取机器人欢迎消息
protected ThreadRestService	getThreadRestService()	获取线程服务实例 由具体实现类提供
private MessageProtobuf	getWorkgroupContinueMessage(VisitorRequest visitorRequest, ThreadEntity thread)	获取工作组继续对话消息
private WorkgroupEntity	getWorkgroupEntity(String workgroupUid)	获取工作组实体
private String	getWorkgroupOfflineMessage(WorkgroupEntity workgroup)	获取工作组离线消息
private MessageProtobuf	getWorkgroupQueuingMessage(VisitorRequest visitorRequest, ThreadEntity thread)	获取工作组排队消息
private MessageProtobuf	handleAvailableWorkgroup(ThreadEntity threadFromRequest, AgentEntity agentEntity, QueueMemberEntity queueMemberEntity)	处理可用工作组客服
private MessageProtobuf	handleExistingChatThread(VisitorRequest visitorRequest, ThreadEntity thread, WorkgroupEntity workgroup)	处理现有聊天会话
private MessageProtobuf	handleExistingOfflineThread(VisitorRequest visitorRequest, ThreadEntity thread, WorkgroupEntity workgroup)	处理现有离线会话
private MessageProtobuf	handleExistingRobotThread(VisitorRequest visitorRequest, ThreadEntity thread, WorkgroupEntity workgroup)	处理现有机器人会话
private MessageProtobuf	handleExistingWorkgroupThread(VisitorRequest visitorRequest, ThreadEntity thread, WorkgroupEntity workgroup)	处理现有工作组会话
private void	handleForceAgentTransfer(VisitorRequest visitorRequest, ThreadEntity thread, QueueMemberEntity queueMemberEntity)	处理强制转人工
private MessageProtobuf	handleQueuedWorkgroup(ThreadEntity threadFromRequest, AgentEntity agentEntity, QueueMemberEntity queueMemberEntity)	处理排队工作组客服
private void	publishWorkgroupThreadEvents(ThreadEntity savedThread)	发布工作组线程相关事件
private MessageProtobuf	routeByAgentStatus(AgentEntity agentEntity, ThreadEntity thread, QueueMemberEntity queueMemberEntity, WorkgroupEntity workgroup, VisitorRequest visitorRequest)	根据客服状态进行路由
private MessageProtobuf	routeNewWorkgroupThread(VisitorRequest visitorRequest, ThreadEntity thread, WorkgroupEntity workgroup)	路由新工作组会话
private MessageProtobuf	routeToAgent(VisitorRequest visitorRequest, ThreadEntity thread, WorkgroupEntity workgroup)	路由到人工客服
MessageProtobuf	routeToRobot(VisitorRequest visitorRequest, ThreadEntity threadFromRequest, RobotEntity robotEntity, WorkgroupEntity workgroup)	路由到机器人
private MessageProtobuf	routeToRobot(VisitorRequest visitorRequest, ThreadEntity thread, WorkgroupEntity workgroup)	路由到机器人
private AgentEntity	selectAgent(WorkgroupEntity workgroup, ThreadEntity thread)	选择客服
private void	setThreadOwner(ThreadEntity thread, AgentEntity agentEntity)	设置线程所有者
private boolean	shouldRouteToRobot(VisitorRequest visitorRequest, WorkgroupEntity workgroup)	判断是否应该路由到机器人
private void	updateQueueMemberForAgentAccept(QueueMemberEntity queueMemberEntity)	更新队列成员状态为客服自动接受
private void	updateQueueMemberForRobotAccept(QueueMemberEntity queueMemberEntity)	更新队列成员状态为机器人自动接受

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

workgroupRestService

private final WorkgroupRestService workgroupRestService

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

workgroupRoutingService

private final WorkgroupRoutingService workgroupRoutingService

bytedeskEventPublisher

private final BytedeskEventPublisher bytedeskEventPublisher

queueMemberMessageService

private final QueueMemberMessageService queueMemberMessageService

Constructor Details

WorkgroupThreadRoutingStrategy

public WorkgroupThreadRoutingStrategy()

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

createWorkgroupThread

public MessageProtobuf createWorkgroupThread(VisitorRequest visitorRequest)

创建工作组会话

Parameters:

visitorRequest - 访客请求

Returns:

消息协议对象

getWorkgroupEntity

private WorkgroupEntity getWorkgroupEntity(String workgroupUid)

获取工作组实体

getOrCreateWorkgroupThread

private ThreadEntity getOrCreateWorkgroupThread(VisitorRequest visitorRequest,
 WorkgroupEntity workgroup,
 String topic)

获取或创建工作组会话

handleExistingWorkgroupThread

private MessageProtobuf handleExistingWorkgroupThread(VisitorRequest visitorRequest,
 ThreadEntity thread,
 WorkgroupEntity workgroup)

处理现有工作组会话

Returns:

如果是现有活跃会话则返回相应消息，否则返回null继续新会话流程

handleExistingRobotThread

private MessageProtobuf handleExistingRobotThread(VisitorRequest visitorRequest,
 ThreadEntity thread,
 WorkgroupEntity workgroup)

处理现有机器人会话

handleExistingChatThread

private MessageProtobuf handleExistingChatThread(VisitorRequest visitorRequest,
 ThreadEntity thread,
 WorkgroupEntity workgroup)

处理现有聊天会话

handleExistingOfflineThread

private MessageProtobuf handleExistingOfflineThread(VisitorRequest visitorRequest,
 ThreadEntity thread,
 WorkgroupEntity workgroup)

处理现有离线会话

routeNewWorkgroupThread

private MessageProtobuf routeNewWorkgroupThread(VisitorRequest visitorRequest,
 ThreadEntity thread,
 WorkgroupEntity workgroup)

路由新工作组会话

shouldRouteToRobot

private boolean shouldRouteToRobot(VisitorRequest visitorRequest,
 WorkgroupEntity workgroup)

判断是否应该路由到机器人

routeToRobot

private MessageProtobuf routeToRobot(VisitorRequest visitorRequest,
 ThreadEntity thread,
 WorkgroupEntity workgroup)

路由到机器人

routeToAgent

private MessageProtobuf routeToAgent(VisitorRequest visitorRequest,
 ThreadEntity thread,
 WorkgroupEntity workgroup)

路由到人工客服

selectAgent

private AgentEntity selectAgent(WorkgroupEntity workgroup,
 ThreadEntity thread)

选择客服

handleForceAgentTransfer

private void handleForceAgentTransfer(VisitorRequest visitorRequest,
 ThreadEntity thread,
 QueueMemberEntity queueMemberEntity)

处理强制转人工

routeByAgentStatus

private MessageProtobuf routeByAgentStatus(AgentEntity agentEntity,
 ThreadEntity thread,
 QueueMemberEntity queueMemberEntity,
 WorkgroupEntity workgroup,
 VisitorRequest visitorRequest)

根据客服状态进行路由

handleAvailableWorkgroup

private MessageProtobuf handleAvailableWorkgroup(ThreadEntity threadFromRequest,
 AgentEntity agentEntity,
 QueueMemberEntity queueMemberEntity)

处理可用工作组客服

handleQueuedWorkgroup

private MessageProtobuf handleQueuedWorkgroup(ThreadEntity threadFromRequest,
 AgentEntity agentEntity,
 QueueMemberEntity queueMemberEntity)

处理排队工作组客服

getOfflineMessage

public MessageProtobuf getOfflineMessage(VisitorRequest visitorRequest,
 ThreadEntity threadFromRequest,
 AgentEntity agentEntity,
 WorkgroupEntity workgroup,
 QueueMemberEntity queueMemberEntity)

获取离线消息

routeToRobot

public MessageProtobuf routeToRobot(VisitorRequest visitorRequest,
 ThreadEntity threadFromRequest,
 RobotEntity robotEntity,
 WorkgroupEntity workgroup)

路由到机器人

getWorkgroupContinueMessage

private MessageProtobuf getWorkgroupContinueMessage(VisitorRequest visitorRequest,
 ThreadEntity thread)

获取工作组继续对话消息

getWorkgroupQueuingMessage

private MessageProtobuf getWorkgroupQueuingMessage(VisitorRequest visitorRequest,
 ThreadEntity thread)

获取工作组排队消息

getRobotContinueMessage

private MessageProtobuf getRobotContinueMessage(RobotEntity robotEntity,
 ThreadEntity thread)

获取机器人继续对话消息

getAgentWelcomeMessage

private String getAgentWelcomeMessage(AgentEntity agentEntity)

获取客服欢迎消息

getRobotWelcomeMessage

private String getRobotWelcomeMessage(RobotEntity robotEntity)

获取机器人欢迎消息

getWorkgroupOfflineMessage

private String getWorkgroupOfflineMessage(WorkgroupEntity workgroup)

获取工作组离线消息

generateWorkgroupQueueMessage

private String generateWorkgroupQueueMessage(QueueMemberEntity queueMemberEntity)

生成工作组排队消息

setThreadOwner

private void setThreadOwner(ThreadEntity thread,
 AgentEntity agentEntity)

设置线程所有者

updateQueueMemberForAgentAccept

private void updateQueueMemberForAgentAccept(QueueMemberEntity queueMemberEntity)

更新队列成员状态为客服自动接受

updateQueueMemberForRobotAccept

private void updateQueueMemberForRobotAccept(QueueMemberEntity queueMemberEntity)

更新队列成员状态为机器人自动接受

publishWorkgroupThreadEvents

private void publishWorkgroupThreadEvents(ThreadEntity savedThread)

发布工作组线程相关事件