Package com.bytedesk.service.workgroup_routing

Class WorkgroupRoutingService

java.lang.Object

com.bytedesk.service.workgroup_routing.WorkgroupRoutingService

@Component
public class WorkgroupRoutingService
extends Object

工作组路由服务 根据工作组路由模式选择客服

Field Summary

Fields

Modifier and Type	Field	Description
private final BytedeskEventPublisher	bytedeskEventPublisher
private final PresenceFacadeService	presenceFacadeService
private final QueueRestService	queueRestService
private final ThreadRestService	threadRestService
private final UidUtils	uidUtils
private final WorkgroupRepository	workgroupRepository
private final WorkgroupRoutingRepository	workgroupRoutingRepository

Constructor Summary

Constructors

Constructor	Description
WorkgroupRoutingService()

Method Summary

Modifier and Type	Method	Description
void	advanceAfterAssignment(String workgroupUid, String assignedAgentUid)	异步预计算：在一次分配后推进 cursor 并刷新 nextAgent。
private void	advanceStateAfterAssignment(String routingMode, WorkgroupEntity workgroup, ThreadEntity thread, List<AgentEntity> availableAgents, WorkgroupRoutingEntity state, AgentEntity assignedAgent)
int	calculatePriority(ThreadEntity thread)	计算会话优先级
private double	calculateWeight(AgentEntity agent)	计算客服权重
private AgentEntity	computeNextAgentForDisplay(String routingMode, WorkgroupEntity workgroup, ThreadEntity thread, List<AgentEntity> availableAgents, WorkgroupRoutingEntity state)
private AgentEntity	computeNextAgentForState(String routingMode, WorkgroupEntity workgroup, ThreadEntity thread, List<AgentEntity> availableAgents, WorkgroupRoutingEntity state)
private AgentEntity	findAgentByUid(List<AgentEntity> agents, String agentUid)
private double	getAverageResponseTime(AgentEntity agent)	TODO: 获取平均响应时间(秒)
private WorkgroupRoutingEntity	getOrCreateRoutingState(WorkgroupEntity workgroup)
WorkgroupRoutingStateResponse	getRoutingState(WorkgroupEntity workgroup)	获取工作组路由状态（用于前端可视化，不推进 cursor）。
private boolean	isEntityBackedMode(String routingMode)
void	refreshRoutingState(WorkgroupEntity workgroup)
void	refreshRoutingStateByWorkgroupUid(String workgroupUid)	异步预计算：刷新 workgroup 的 nextAgent（不推进 cursor）。
private void	resetStateForMode(WorkgroupRoutingEntity state, WorkgroupEntity workgroup, String routingMode)
AgentEntity	selectAgent(WorkgroupEntity workgroup, ThreadEntity thread)	根据工作组路由模式选择客服
private AgentEntity	selectAgentRealtimeFallback(WorkgroupEntity workgroup, ThreadEntity thread, List<AgentEntity> availableAgents, String routingMode)
private AgentEntity	selectByConsistentHash(String visitorUid, List<AgentEntity> agents)	一致性哈希算法 相同访客尽量分配给同一个客服
private AgentEntity	selectByFastestResponse(List<AgentEntity> agents)	最快响应算法 选择平均响应时间最短的客服
private AgentEntity	selectByLeastActive(List<AgentEntity> agents)	最小活动数算法 选择当前会话数最少的客服
private AgentEntity	selectByRandom(List<AgentEntity> agents)	随机算法 随机选择一个可用客服
private AgentEntity	selectByRecent(WorkgroupEntity workgroup, ThreadEntity thread)	选择最近一次会话ThreadEntity接待的客服。
private AgentEntity	selectByRoundRobinInMemory(Long cursor, List<AgentEntity> agents)	轮询算法 按顺序将请求分配给每个客服
private AgentEntity	selectByWeightedRandom(List<AgentEntity> agents)	加权随机算法 根据客服评分和性能给予不同权重
private List<AgentEntity>	sortAgentsByUid(List<AgentEntity> agents)

Methods inherited from class java.lang.Object

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

Field Details

workgroupRoutingRepository

private final WorkgroupRoutingRepository workgroupRoutingRepository

workgroupRepository

private final WorkgroupRepository workgroupRepository

bytedeskEventPublisher

private final BytedeskEventPublisher bytedeskEventPublisher

uidUtils

private final UidUtils uidUtils

queueRestService

private final QueueRestService queueRestService

threadRestService

private final ThreadRestService threadRestService

presenceFacadeService

private final PresenceFacadeService presenceFacadeService

Constructor Details

WorkgroupRoutingService

public WorkgroupRoutingService()

Method Details

selectAgent

@Transactional
public AgentEntity selectAgent(WorkgroupEntity workgroup,
 ThreadEntity thread)

根据工作组路由模式选择客服

getRoutingState

@Transactional
public WorkgroupRoutingStateResponse getRoutingState(WorkgroupEntity workgroup)

获取工作组路由状态（用于前端可视化，不推进 cursor）。

refreshRoutingStateByWorkgroupUid

@Transactional
public void refreshRoutingStateByWorkgroupUid(String workgroupUid)

异步预计算：刷新 workgroup 的 nextAgent（不推进 cursor）。 典型触发：presence/接待状态变化、定时任务兜底。

refreshRoutingState

@Transactional
public void refreshRoutingState(WorkgroupEntity workgroup)

advanceAfterAssignment

@Transactional
public void advanceAfterAssignment(String workgroupUid,
 String assignedAgentUid)

异步预计算：在一次分配后推进 cursor 并刷新 nextAgent。

isEntityBackedMode

private boolean isEntityBackedMode(String routingMode)

selectAgentRealtimeFallback

private AgentEntity selectAgentRealtimeFallback(WorkgroupEntity workgroup,
 ThreadEntity thread,
 List<AgentEntity> availableAgents,
 String routingMode)

getOrCreateRoutingState

private WorkgroupRoutingEntity getOrCreateRoutingState(WorkgroupEntity workgroup)

resetStateForMode

private void resetStateForMode(WorkgroupRoutingEntity state,
 WorkgroupEntity workgroup,
 String routingMode)

findAgentByUid

private AgentEntity findAgentByUid(List<AgentEntity> agents,
 String agentUid)

computeNextAgentForState

private AgentEntity computeNextAgentForState(String routingMode,
 WorkgroupEntity workgroup,
 ThreadEntity thread,
 List<AgentEntity> availableAgents,
 WorkgroupRoutingEntity state)

computeNextAgentForDisplay

private AgentEntity computeNextAgentForDisplay(String routingMode,
 WorkgroupEntity workgroup,
 ThreadEntity thread,
 List<AgentEntity> availableAgents,
 WorkgroupRoutingEntity state)

advanceStateAfterAssignment

private void advanceStateAfterAssignment(String routingMode,
 WorkgroupEntity workgroup,
 ThreadEntity thread,
 List<AgentEntity> availableAgents,
 WorkgroupRoutingEntity state,
 AgentEntity assignedAgent)

selectByRoundRobinInMemory

private AgentEntity selectByRoundRobinInMemory(Long cursor,
 List<AgentEntity> agents)

轮询算法 按顺序将请求分配给每个客服

sortAgentsByUid

private List<AgentEntity> sortAgentsByUid(List<AgentEntity> agents)

selectByLeastActive

private AgentEntity selectByLeastActive(List<AgentEntity> agents)

最小活动数算法 选择当前会话数最少的客服

selectByRandom

private AgentEntity selectByRandom(List<AgentEntity> agents)

随机算法 随机选择一个可用客服

selectByWeightedRandom

private AgentEntity selectByWeightedRandom(List<AgentEntity> agents)

加权随机算法 根据客服评分和性能给予不同权重

selectByConsistentHash

private AgentEntity selectByConsistentHash(String visitorUid,
 List<AgentEntity> agents)

一致性哈希算法 相同访客尽量分配给同一个客服

selectByFastestResponse

private AgentEntity selectByFastestResponse(List<AgentEntity> agents)

最快响应算法 选择平均响应时间最短的客服

calculateWeight

private double calculateWeight(AgentEntity agent)

计算客服权重

getAverageResponseTime

private double getAverageResponseTime(AgentEntity agent)

TODO: 获取平均响应时间(秒)

calculatePriority

public int calculatePriority(ThreadEntity thread)

计算会话优先级

selectByRecent

private AgentEntity selectByRecent(WorkgroupEntity workgroup,
 ThreadEntity thread)

选择最近一次会话ThreadEntity接待的客服。首先选择最近一次接待的客服 thread.agent