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 PresenceFacadeService	presenceFacadeService
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

ESTIMATED_WAIT_TIME_PER_PERSON, MESSAGE_CACHE_MINUTES

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 AgentEntity	findAvailableAgentWithCapacity(WorkgroupEntity workgroup, ThreadEntity thread, List<AgentEntity> availableAgents)	查找有空闲接待名额的客服
private String	generateWorkgroupQueueMessage(VisitorRequest visitorRequest, WorkgroupEntity workgroup, int queuingCount, int avgWaitTimePerPerson)	生成工作组排队消息（使用模板）
private String	getAgentWelcomeMessage(VisitorRequest visitorRequest, AgentEntity agentEntity)
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(VisitorRequest visitorRequest, 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(VisitorRequest visitorRequest, WorkgroupEntity workgroup)	获取工作组离线消息
private MessageProtobuf	getWorkgroupQueueMessage(VisitorRequest visitorRequest, ThreadEntity thread)	获取工作组排队消息
private QueueSettingsEntity	getWorkgroupQueueSettings(VisitorRequest visitorRequest, WorkgroupEntity workgroup)	获取工作组排队配置
private MessageProtobuf	handleAllAgentsFullQueuing(VisitorRequest visitorRequest, ThreadEntity thread, WorkgroupEntity workgroup)	处理所有客服满员时的排队逻辑 入队时不设置 agent，等待有客服空闲时再分配
private MessageProtobuf	handleAvailableWorkgroup(VisitorRequest visitorRequest, 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	handleQueuedWorkgroupWithoutAgent(VisitorRequest visitorRequest, ThreadEntity thread, WorkgroupEntity workgroup, QueueMemberEntity queueMemberEntity)	处理排队（无指定客服）
private boolean	hasCapacity(AgentEntity agent)	判断客服是否有空闲接待名额
private boolean	isDraftEnabled(VisitorRequest visitorRequest)	获取客服欢迎消息
private void	notifyAvailableAgentsOfQueue(WorkgroupEntity workgroup, ThreadEntity queuedThread, QueueMemberEntity queueMemberEntity, int queuingCount, int waitSeconds)	向工作组内在线可用客服广播排队通知
private void	publishWorkgroupThreadEvents(ThreadEntity savedThread)	发布工作组线程相关事件
private boolean	resolveIsInServiceTime(WorkgroupEntity workgroup)
private int	resolveMaxWaiting(QueueSettingsEntity settings)
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
private MessageProtobuf	routeToAgentDuringServiceTime(VisitorRequest visitorRequest, ThreadEntity thread, WorkgroupEntity workgroup)	在服务时间内分配客服并根据在线/负载状态进行路由
private MessageProtobuf	routeToOfflineMessage(VisitorRequest visitorRequest, ThreadEntity thread, WorkgroupEntity workgroup)	不满足服务时间或无在线客服时，统一进入离线留言流程
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 void	setThreadOwner(ThreadEntity thread, AgentEntity agentEntity)	设置线程所有者
private boolean	shouldForceLeaveMessage(QueueEntity queue, QueueSettingsEntity settings)
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

presenceFacadeService

private final PresenceFacadeService presenceFacadeService

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

routeToAgentDuringServiceTime

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

在服务时间内分配客服并根据在线/负载状态进行路由

findAvailableAgentWithCapacity

private AgentEntity findAvailableAgentWithCapacity(WorkgroupEntity workgroup,
 ThreadEntity thread,
 List<AgentEntity> availableAgents)

查找有空闲接待名额的客服

Parameters:

workgroup - 工作组

thread - 会话线程

availableAgents - 在线且可用的客服列表

Returns:

有空闲名额的客服，如果都满员则返回 null

hasCapacity

private boolean hasCapacity(AgentEntity agent)

判断客服是否有空闲接待名额

handleAllAgentsFullQueuing

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

处理所有客服满员时的排队逻辑 入队时不设置 agent，等待有客服空闲时再分配

handleQueuedWorkgroupWithoutAgent

private MessageProtobuf handleQueuedWorkgroupWithoutAgent(VisitorRequest visitorRequest,
 ThreadEntity thread,
 WorkgroupEntity workgroup,
 QueueMemberEntity queueMemberEntity)

处理排队（无指定客服）

notifyAvailableAgentsOfQueue

private void notifyAvailableAgentsOfQueue(WorkgroupEntity workgroup,
 ThreadEntity queuedThread,
 QueueMemberEntity queueMemberEntity,
 int queuingCount,
 int waitSeconds)

向工作组内在线可用客服广播排队通知

routeToOfflineMessage

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

不满足服务时间或无在线客服时，统一进入离线留言流程

handleForceAgentTransfer

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

处理强制转人工

handleAvailableWorkgroup

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

处理可用工作组客服

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

getWorkgroupQueueMessage

private MessageProtobuf getWorkgroupQueueMessage(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

isDraftEnabled

private boolean isDraftEnabled(VisitorRequest visitorRequest)

获取客服欢迎消息

getAgentWelcomeMessage

private String getAgentWelcomeMessage(VisitorRequest visitorRequest,
 AgentEntity agentEntity)

getRobotWelcomeMessage

private String getRobotWelcomeMessage(VisitorRequest visitorRequest,
 RobotEntity robotEntity)

获取机器人欢迎消息

getWorkgroupOfflineMessage

private String getWorkgroupOfflineMessage(VisitorRequest visitorRequest,
 WorkgroupEntity workgroup)

获取工作组离线消息

getWorkgroupQueueSettings

private QueueSettingsEntity getWorkgroupQueueSettings(VisitorRequest visitorRequest,
 WorkgroupEntity workgroup)

获取工作组排队配置

shouldForceLeaveMessage

private boolean shouldForceLeaveMessage(QueueEntity queue,
 QueueSettingsEntity settings)

resolveMaxWaiting

private int resolveMaxWaiting(QueueSettingsEntity settings)

generateWorkgroupQueueMessage

private String generateWorkgroupQueueMessage(VisitorRequest visitorRequest,
 WorkgroupEntity workgroup,
 int queuingCount,
 int avgWaitTimePerPerson)

生成工作组排队消息（使用模板）

Parameters:

workgroup - 工作组实体

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

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

resolveIsInServiceTime

private boolean resolveIsInServiceTime(WorkgroupEntity workgroup)