Package com.bytedesk.service.unified

Class UnifiedThreadRoutingStrategy

java.lang.Object

com.bytedesk.service.routing_strategy.AbstractThreadRoutingStrategy

com.bytedesk.service.unified.UnifiedThreadRoutingStrategy

@Component("unifiedThreadStrategy")
public class UnifiedThreadRoutingStrategy
extends AbstractThreadRoutingStrategy

统一客服入口策略器

功能特点： - 统一客服入口，支持多工作组轮询 - 不支持直接转人工，需要通过工作组机制 - 自动分配到最合适的工作组

Since:

1.0.0

Author:

Jack Ning 270580156@qq.com

Field Summary

Fields

Modifier and Type	Field	Description
private final ThreadRestService	threadRestService
private final UnifiedRestService	unifiedRestService

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
UnifiedThreadRoutingStrategy(UnifiedRestService unifiedRestService, ThreadRestService threadRestService)

Method Summary

Modifier and Type	Method	Description
private int	calculateWorkgroupLoad(WorkgroupEntity workgroup)	计算工作组负载
private MessageProtobuf	createAgentContinueMessage(ThreadEntity thread, VisitorRequest visitorRequest)	创建客服继续消息
private MessageProtobuf	createContinueMessage(ThreadEntity thread, VisitorRequest visitorRequest)	创建继续会话消息
private MessageProtobuf	createQueuingContinueMessage(ThreadEntity thread)	创建排队继续消息
private MessageProtobuf	createRobotContinueMessage(ThreadEntity thread)	创建机器人继续消息
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	createUnifiedThread(VisitorRequest visitorRequest)	创建统一客服线程
private MessageProtobuf	delegateToWorkgroupStrategy(VisitorRequest visitorRequest, WorkgroupEntity workgroup)	委托给工作组策略处理
private MessageProtobuf	findExistingActiveThread(VisitorRequest visitorRequest, List<WorkgroupEntity> workgroups)	查找现有活跃会话
protected ThreadRestService	getThreadRestService()	获取线程服务实例 由具体实现类提供
private UnifiedEntity	getUnifiedEntity(String unifiedUid)	获取统一客服实体
private boolean	isThreadActive(ThreadEntity thread)	检查线程是否为活跃状态
private WorkgroupEntity	selectBestWorkgroup(List<WorkgroupEntity> workgroups)	选择最佳工作组

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

unifiedRestService

private final UnifiedRestService unifiedRestService

threadRestService

private final ThreadRestService threadRestService

Constructor Details

UnifiedThreadRoutingStrategy

public UnifiedThreadRoutingStrategy(UnifiedRestService unifiedRestService,
 ThreadRestService threadRestService)

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

createUnifiedThread

public MessageProtobuf createUnifiedThread(VisitorRequest visitorRequest)

创建统一客服线程

Parameters:

visitorRequest - 访客请求

Returns:

消息协议对象

getUnifiedEntity

private UnifiedEntity getUnifiedEntity(String unifiedUid)

获取统一客服实体

findExistingActiveThread

private MessageProtobuf findExistingActiveThread(VisitorRequest visitorRequest,
 List<WorkgroupEntity> workgroups)

查找现有活跃会话

isThreadActive

private boolean isThreadActive(ThreadEntity thread)

检查线程是否为活跃状态

createContinueMessage

private MessageProtobuf createContinueMessage(ThreadEntity thread,
 VisitorRequest visitorRequest)

创建继续会话消息

createRobotContinueMessage

private MessageProtobuf createRobotContinueMessage(ThreadEntity thread)

创建机器人继续消息

createAgentContinueMessage

private MessageProtobuf createAgentContinueMessage(ThreadEntity thread,
 VisitorRequest visitorRequest)

创建客服继续消息

createQueuingContinueMessage

private MessageProtobuf createQueuingContinueMessage(ThreadEntity thread)

创建排队继续消息

selectBestWorkgroup

private WorkgroupEntity selectBestWorkgroup(List<WorkgroupEntity> workgroups)

选择最佳工作组

选择策略： 1. 优先选择有在线客服的工作组 2. 其次选择负载最轻的工作组 3. 最后选择第一个可用工作组

calculateWorkgroupLoad

private int calculateWorkgroupLoad(WorkgroupEntity workgroup)

计算工作组负载

delegateToWorkgroupStrategy

private MessageProtobuf delegateToWorkgroupStrategy(VisitorRequest visitorRequest,
 WorkgroupEntity workgroup)

委托给工作组策略处理