File size: 2,355 Bytes
2bd71de | 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85 86 87 88 89 90 | from dataclasses import dataclass, field
from typing import Any, Dict, List, Literal, Optional
from pydantic import BaseModel, Field
class Observation(BaseModel):
case_id: str
track: str
customer_message: str
conversation_history: List[Dict[str, str]]
known_facts: Dict[str, Any]
required_slots: List[str]
available_actions: List[str]
turn_number: int
@property
def ticket_id(self) -> str:
return self.case_id
@property
def task_id(self) -> str:
return str(self.known_facts.get("difficulty", ""))
@property
def ticket_text(self) -> str:
return self.customer_message
@property
def knowledge_base(self) -> List[Dict[str, Any]]:
kb = self.known_facts.get("knowledge_base", [])
return kb if isinstance(kb, list) else []
@property
def available_categories(self) -> List[str]:
categories = self.known_facts.get("available_categories", [])
return categories if isinstance(categories, list) else []
class Action(BaseModel):
action_type: Literal[
"ask_for_details",
"take_action",
"respond_to_user",
"escalate_case",
"close_case",
"classify",
"lookup_faq",
"ask_clarification",
"reply",
"escalate",
"resolve_ticket",
]
message: Optional[str] = None
fields_requested: List[str] = Field(default_factory=list)
operation: Optional[str] = None
target: Optional[str] = None
# Legacy compatibility with the original helpdesk action schema.
category: Optional[str] = None
faq_id: Optional[str] = None
class Reward(BaseModel):
value: float = Field(ge=0.0, le=1.0)
correctness: float
safety: float
resolution: float
efficiency: float
penalties: float
done: bool
info: Dict[str, Any]
@property
def escalation_accuracy(self) -> float:
return float(self.info.get("escalation_accuracy", self.correctness))
@dataclass
class TicketState:
ticket_id: str
track: str
required_slots: List[str] = field(default_factory=list)
collected_slots: Dict[str, Any] = field(default_factory=dict)
issue_resolved: bool = False
clarification_received: bool = False
escalated: bool = False
turns_used: int = 0
correct_faq_retrieved: bool = False
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