app.py

import os
import random
import time
import json
from datetime import datetime, timedelta
from flask import Flask, render_template, jsonify, request
from faker import Faker

app = Flask(__name__)
fake = Faker('zh_CN')

# --- Configuration ---
PORT = 7860
UPLOAD_FOLDER = 'uploads'
os.makedirs(UPLOAD_FOLDER, exist_ok=True)

# --- In-Memory Data Store ---
tickets = []
agents = [
    {"id": 1, "name": "王强", "role": "L1 Support", "status": "online", "load": 0, "avatar": "https://api.dicebear.com/7.x/avataaars/svg?seed=王强"},
    {"id": 2, "name": "李娜", "role": "L2 Support", "status": "busy", "load": 4, "avatar": "https://api.dicebear.com/7.x/avataaars/svg?seed=李娜"},
    {"id": 3, "name": "张伟", "role": "Tech Lead", "status": "online", "load": 1, "avatar": "https://api.dicebear.com/7.x/avataaars/svg?seed=张伟"},
    {"id": 4, "name": "刘洋", "role": "Billing Specialist", "status": "offline", "load": 0, "avatar": "https://api.dicebear.com/7.x/avataaars/svg?seed=刘洋"},
    {"id": 5, "name": "陈敏", "role": "L1 Support", "status": "online", "load": 2, "avatar": "https://api.dicebear.com/7.x/avataaars/svg?seed=陈敏"},
]

# --- Business Logic & Simulation ---

KEYWORDS_URGENT = ["投诉", "退款", "崩溃", "无法登录", "数据丢失", "紧急", "报错", "严重"]
KEYWORDS_BILLING = ["发票", "扣款", "续费", "价格", "支付", "账单"]
KEYWORDS_TECH = ["API", "Bug", "连接", "延迟", "配置", "代码", "服务器", "数据库"]

def calculate_sentiment(text):
    """
    Simulate sentiment analysis.
    Returns score -1.0 (Negative) to 1.0 (Positive).
    """
    negative_words = ["失望", "垃圾", "慢", "差", "无法", "错误", "失败", "投诉", "骗子", "恶心", "烦", "糟糕"]
    positive_words = ["谢谢", "棒", "好", "解决", "顺利", "喜欢", "感谢", "赞", "优秀", "完美"]
    
    score = 0.0
    for w in negative_words:
        if w in text:
            score -= 0.3
    for w in positive_words:
        if w in text:
            score += 0.3
            
    # Random noise
    score += random.uniform(-0.1, 0.1)
    return max(min(score, 1.0), -1.0)

def auto_triage(ticket):
    """
    AI Triage Logic: Assign Priority and Category based on content.
    """
    text = ticket['content'] + " " + ticket['subject']
    
    # Category Detection
    if any(k in text for k in KEYWORDS_BILLING):
        ticket['category'] = 'Billing'
    elif any(k in text for k in KEYWORDS_TECH):
        ticket['category'] = 'Technical'
    else:
        ticket['category'] = 'General'
        
    # Priority Detection
    if any(k in text for k in KEYWORDS_URGENT):
        ticket['priority'] = 'High'
        ticket['tags'].append('Risk')
    elif ticket['category'] == 'Billing':
        ticket['priority'] = 'Medium'
    else:
        ticket['priority'] = 'Low'
        
    # Sentiment
    ticket['sentiment_score'] = calculate_sentiment(text)
    
    return ticket

def generate_ticket():
    """Generate a realistic support ticket."""
    
    created_at = fake.date_time_between(start_date='-2d', end_date='now')
    
    # Generate somewhat context-aware content
    prob = random.random()
    if prob < 0.2:
        subject = f"紧急：{fake.sentence(nb_words=3)}"
        content = f"我的系统彻底崩溃了，无法登录！报错代码500。{fake.text()}"
    elif prob < 0.4:
        subject = f"关于发票的问题"
        content = f"请问上个月的扣款为什么多出了50元？需要解释。{fake.text()}"
    elif prob < 0.7:
        subject = f"功能咨询：{fake.word()}"
        content = f"我想知道如何配置API密钥，文档看不懂。{fake.text()}"
    else:
        subject = fake.sentence(nb_words=4)
        content = fake.text()

    ticket = {
        "id": fake.uuid4()[:8].upper(),
        "subject": subject,
        "content": content,
        "customer_email": fake.email(),
        "customer_name": fake.name(),
        "status": "New",
        "created_at": created_at.strftime("%Y-%m-%d %H:%M:%S"),
        "tags": [],
        "history": [],
        "attachments": []
    }
    
    return auto_triage(ticket)


# Initial Population
for _ in range(20):
    tickets.append(generate_ticket())
    
# Sort by date
tickets.sort(key=lambda x: x['created_at'], reverse=True)

# --- Routes ---

@app.route('/')
def index():
    return render_template('index.html')

@app.route('/api/stats')
def get_stats():
    total = len(tickets)
    open_tickets = len([t for t in tickets if t['status'] != 'Resolved'])
    high_priority = len([t for t in tickets if t['priority'] == 'High' and t['status'] != 'Resolved'])
    
    # Calculate avg sentiment of last 50 tickets
    recent = tickets[:50]
    avg_sentiment = sum(t['sentiment_score'] for t in recent) / len(recent) if recent else 0
    
    # Agent load
    agent_stats = agents
    
    return jsonify({
        "total_tickets": total,
        "open_tickets": open_tickets,
        "high_priority_risk": high_priority,
        "customer_happiness": round((avg_sentiment + 1) * 50, 1), # Scale -1..1 to 0..100
        "agents": agent_stats
    })

@app.route('/api/tickets')
def get_tickets():
    # Return recent 50 tickets
    return jsonify(tickets[:50])

@app.route('/api/simulate', methods=['POST'])
def simulate_incoming():
    """Simulate receiving 1-3 new tickets"""
    count = random.randint(1, 3)
    new_tickets = []
    for _ in range(count):
        t = generate_ticket()
        # Set to very recent
        t['created_at'] = datetime.now().strftime("%Y-%m-%d %H:%M:%S")
        tickets.insert(0, t)
        new_tickets.append(t)
    
    # Auto-assign to least loaded online agent
    online_agents = [a for a in agents if a['status'] == 'online']
    if online_agents:
        for t in new_tickets:
            online_agents.sort(key=lambda x: x['load'])
            target = online_agents[0]
            target['load'] += 1
            t['assigned_to'] = target['name']
            t['status'] = 'Open'
            
    return jsonify({"added": count, "tickets": new_tickets})

@app.route('/api/upload', methods=['POST'])
def upload_file():
    if 'file' not in request.files:
        return jsonify({'error': 'No file part'}), 400
    file = request.files['file']
    if file.filename == '':
        return jsonify({'error': 'No selected file'}), 400
    if file:
        filename = file.filename
        # In a real app, use secure_filename and unique IDs
        filepath = os.path.join(UPLOAD_FOLDER, filename)
        file.save(filepath)
        return jsonify({'success': True, 'filename': filename, 'url': f'/uploads/{filename}'})

@app.route('/api/resolve', methods=['POST'])
def resolve_ticket():
    """Simulate resolving tickets to keep list clean"""
    data = request.json
    ticket_id = data.get('id')
    
    for t in tickets:
        if t['id'] == ticket_id:
            t['status'] = 'Resolved'
            # Reduce load of assigned agent
            if 'assigned_to' in t:
                for a in agents:
                    if a['name'] == t['assigned_to'] and a['load'] > 0:
                        a['load'] -= 1
            return jsonify({"success": True})
            
    return jsonify({"success": False}), 404

@app.errorhandler(404)
def page_not_found(e):
    return render_template('index.html'), 404 # SPA fallback mostly

@app.errorhandler(500)
def internal_server_error(e):
    return jsonify(error=str(e)), 500

if __name__ == '__main__':
    app.run(host='0.0.0.0', port=PORT, debug=True)