支持可配置的会话自动分配策略

- 租户可设置负载最低或轮询，以及每位坐席最大进行中会话数
- 自动分配按策略过滤在线一线客服，满并发则保持排队
- 系统设置「客服分配规则」页可保存上述配置

server/internal/handler/assignment.go

@@ -2,39 +2,123 @@ package handler
 
 import (
 	"fmt"
+	"strings"
 
 	"kefu-sys/server/internal/model"
 	"kefu-sys/server/internal/ws"
 )
 
-const offlineLeavePrompt = "当前无客服在线，请留言并留下联系方式，我们上线后会尽快回复您。"
+const (
+	assignStrategyLeastLoad  = "least_load"
+	assignStrategyRoundRobin = "round_robin"
+	offlineLeavePrompt       = "当前无客服在线，请留言并留下联系方式，我们上线后会尽快回复您。"
+)
 
-// pickLeastLoadedAgent 在在线一线客服中选择当前进行中会话最少的一位。
-func pickLeastLoadedAgent(tenantID uint) (*model.User, error) {
+func normalizeAssignStrategy(raw string) string {
+	switch strings.TrimSpace(raw) {
+	case assignStrategyRoundRobin:
+		return assignStrategyRoundRobin
+	default:
+		return assignStrategyLeastLoad
+	}
+}
+
+// listOnlineAgents 租户内可自动接待的一线客服（online + role=agent）。
+func listOnlineAgents(tenantID uint) ([]model.User, error) {
 	var agents []model.User
-	if err := model.DB.Where("tenant_id = ? AND role = ? AND status = ?", tenantID, "agent", "online").
-		Order("id asc").Find(&agents).Error; err != nil {
+	err := model.DB.Where("tenant_id = ? AND role = ? AND status = ?", tenantID, "agent", "online").
+		Order("id asc").Find(&agents).Error
+	return agents, err
+}
+
+func agentActiveSessionCount(tenantID, agentID uint) (int64, error) {
+	var count int64
+	err := model.DB.Model(&model.Session{}).
+		Where("tenant_id = ? AND agent_id = ? AND status = ?", tenantID, agentID, "active").
+		Count(&count).Error
+	return count, err
+}
+
+// filterAssignable 按最大并发过滤；maxActive<=0 表示不限制。
+func filterAssignable(tenantID uint, agents []model.User, maxActive int) ([]model.User, map[uint]int64, error) {
+	counts := make(map[uint]int64, len(agents))
+	out := make([]model.User, 0, len(agents))
+	for i := range agents {
+		n, err := agentActiveSessionCount(tenantID, agents[i].ID)
+		if err != nil {
+			return nil, nil, err
+		}
+		counts[agents[i].ID] = n
+		if maxActive > 0 && int(n) >= maxActive {
+			continue
+		}
+		out = append(out, agents[i])
+	}
+	return out, counts, nil
+}
+
+// pickLeastLoadedAgent 在候选中选 active 会话最少者；平局取 id 更小。
+func pickLeastLoadedAgent(candidates []model.User, counts map[uint]int64) *model.User {
+	if len(candidates) == 0 {
+		return nil
+	}
+	best := &candidates[0]
+	bestCount := counts[best.ID]
+	for i := 1; i < len(candidates); i++ {
+		c := counts[candidates[i].ID]
+		if c < bestCount || (c == bestCount && candidates[i].ID < best.ID) {
+			bestCount = c
+			best = &candidates[i]
+		}
+	}
+	return best
+}
+
+// pickRoundRobinAgent 在按 id 排序的候选中，从 lastAgentID 之后轮转下一位。
+func pickRoundRobinAgent(candidates []model.User, lastAgentID *uint) *model.User {
+	if len(candidates) == 0 {
+		return nil
+	}
+	if lastAgentID == nil || *lastAgentID == 0 {
+		return &candidates[0]
+	}
+	// 找到 last 在全序中的位置，取其后第一个仍在候选中的
+	start := 0
+	for i, a := range candidates {
+		if a.ID > *lastAgentID {
+			start = i
+			return &candidates[start]
+		}
+		if a.ID == *lastAgentID {
+			start = (i + 1) % len(candidates)
+			return &candidates[start]
+		}
+	}
+	// last 已不在列表（离线/满载），从头开始
+	return &candidates[0]
+}
+
+// pickAgent 按租户策略选择可分配坐席。
+func pickAgent(tenantID uint, strategy string, maxActive int, rrLast *uint) (*model.User, error) {
+	agents, err := listOnlineAgents(tenantID)
+	if err != nil {
 		return nil, err
 	}
 	if len(agents) == 0 {
 		return nil, nil
 	}
-
-	best := &agents[0]
-	bestCount := int64(-1)
-	for i := range agents {
-		var count int64
-		if err := model.DB.Model(&model.Session{}).
-			Where("tenant_id = ? AND agent_id = ? AND status = ?", tenantID, agents[i].ID, "active").
-			Count(&count).Error; err != nil {
-			return nil, err
-		}
-		if bestCount < 0 || count < bestCount {
-			bestCount = count
-			best = &agents[i]
-		}
+	candidates, counts, err := filterAssignable(tenantID, agents, maxActive)
+	if err != nil {
+		return nil, err
 	}
-	return best, nil
+	if len(candidates) == 0 {
+		return nil, nil
+	}
+	strategy = normalizeAssignStrategy(strategy)
+	if strategy == assignStrategyRoundRobin {
+		return pickRoundRobinAgent(candidates, rrLast), nil
+	}
+	return pickLeastLoadedAgent(candidates, counts), nil
 }
 
 // countOnlineAgents 统计租户当前可接待的在线客服数。
@@ -46,7 +130,7 @@ func countOnlineAgents(tenantID uint) (int64, error) {
 	return count, err
 }
 
-// tryAutoAssign 将会话自动分配给负载最低的在线客服；无可分配客服时返回 nil。
+// tryAutoAssign 按租户分配策略自动分配 waiting 会话；无可分配客服时返回 nil。
 func tryAutoAssign(session *model.Session) (*model.User, error) {
 	if session == nil || session.ID == 0 {
 		return nil, nil
@@ -55,7 +139,18 @@ func tryAutoAssign(session *model.Session) (*model.User, error) {
 		return nil, nil
 	}
 
-	agent, err := pickLeastLoadedAgent(session.TenantID)
+	setting, err := getOrCreateTenantSettings(session.TenantID)
+	if err != nil {
+		// 设置失败时回退默认 least_load、不限制并发
+		setting = &model.TenantSetting{AssignStrategy: assignStrategyLeastLoad}
+	}
+	strategy := normalizeAssignStrategy(setting.AssignStrategy)
+	maxActive := setting.MaxActivePerAgent
+	if maxActive < 0 {
+		maxActive = 0
+	}
+
+	agent, err := pickAgent(session.TenantID, strategy, maxActive, setting.RRLastAgentID)
 	if err != nil || agent == nil {
 		return nil, err
 	}
@@ -80,7 +175,24 @@ func tryAutoAssign(session *model.Session) (*model.User, error) {
 
 	session.AgentID = &agent.ID
 	session.Status = "active"
-	detail := fmt.Sprintf("系统自动分配给 %s", agent.Nickname)
+
+	// 推进轮询游标（仅 round_robin）
+	if strategy == assignStrategyRoundRobin && setting.ID > 0 {
+		aid := agent.ID
+		_ = model.DB.Model(&model.TenantSetting{}).
+			Where("id = ?", setting.ID).
+			Update("rr_last_agent_id", aid).Error
+		setting.RRLastAgentID = &aid
+	}
+
+	strategyLabel := "负载最低"
+	if strategy == assignStrategyRoundRobin {
+		strategyLabel = "轮询"
+	}
+	detail := fmt.Sprintf("系统自动分配给 %s（%s）", agent.Nickname, strategyLabel)
+	if agent.Nickname == "" {
+		detail = fmt.Sprintf("系统自动分配给 %s（%s）", agent.Username, strategyLabel)
+	}
 	model.DB.Create(&model.SessionEvent{
 		SessionID:  session.ID,
 		OperatorID: 0,

server/internal/handler/assignment_test.go

@@ -0,0 +1,49 @@
+package handler
+
+import (
+	"testing"
+
+	"kefu-sys/server/internal/model"
+)
+
+func TestPickLeastLoadedPrefersFewerSessions(t *testing.T) {
+	a := model.User{ID: 1}
+	b := model.User{ID: 2}
+	c := model.User{ID: 3}
+	candidates := []model.User{a, b, c}
+	counts := map[uint]int64{1: 3, 2: 1, 3: 1}
+	got := pickLeastLoadedAgent(candidates, counts)
+	if got == nil || got.ID != 2 {
+		t.Fatalf("期望 id=2（平局取更小 id），got=%v", got)
+	}
+}
+
+func TestPickRoundRobinAdvances(t *testing.T) {
+	candidates := []model.User{{ID: 10}, {ID: 20}, {ID: 30}}
+	last := uint(10)
+	got := pickRoundRobinAgent(candidates, &last)
+	if got == nil || got.ID != 20 {
+		t.Fatalf("期望下一位 20，got=%v", got)
+	}
+	last = 30
+	got = pickRoundRobinAgent(candidates, &last)
+	if got == nil || got.ID != 10 {
+		t.Fatalf("期望绕回 10，got=%v", got)
+	}
+	got = pickRoundRobinAgent(candidates, nil)
+	if got == nil || got.ID != 10 {
+		t.Fatalf("无游标时期望第一位 10，got=%v", got)
+	}
+}
+
+func TestNormalizeAssignStrategy(t *testing.T) {
+	if normalizeAssignStrategy("round_robin") != assignStrategyRoundRobin {
+		t.Fatal("round_robin")
+	}
+	if normalizeAssignStrategy("") != assignStrategyLeastLoad {
+		t.Fatal("default least_load")
+	}
+	if normalizeAssignStrategy("unknown") != assignStrategyLeastLoad {
+		t.Fatal("unknown -> least_load")
+	}
+}

server/internal/handler/settings.go

@@ -60,6 +60,8 @@ func getOrCreateTenantSettings(tenantID uint) (*model.TenantSetting, error) {
 		NotifyNewSession:   true,
 		NotifyOfflineLeave: true,
 		NotifyDailyReport:  false,
+		AssignStrategy:     assignStrategyLeastLoad,
+		MaxActivePerAgent:  0,
 	}
 	if err := model.DB.Create(&setting).Error; err != nil {
 		return nil, err
@@ -135,18 +137,25 @@ func isWithinWorkHours(setting *model.TenantSetting, now time.Time) bool {
 }
 
 func settingsResponse(setting *model.TenantSetting) gin.H {
+	strategy := normalizeAssignStrategy(setting.AssignStrategy)
+	maxActive := setting.MaxActivePerAgent
+	if maxActive < 0 {
+		maxActive = 0
+	}
 	return gin.H{
-		"tenant_id":            setting.TenantID,
-		"display_name":         setting.DisplayName,
-		"agent_nickname":       setting.AgentNickname,
-		"timezone":             setting.Timezone,
-		"welcome_message":      setting.WelcomeMessage,
-		"offline_prompt":       setting.OfflinePrompt,
-		"work_hours":           parseWorkHours(setting.WorkHoursJSON),
-		"worktime_prompt":      setting.WorktimePrompt,
-		"notify_new_session":   setting.NotifyNewSession,
-		"notify_offline_leave": setting.NotifyOfflineLeave,
-		"notify_daily_report":  setting.NotifyDailyReport,
+		"tenant_id":             setting.TenantID,
+		"display_name":          setting.DisplayName,
+		"agent_nickname":        setting.AgentNickname,
+		"timezone":              setting.Timezone,
+		"welcome_message":       setting.WelcomeMessage,
+		"offline_prompt":        setting.OfflinePrompt,
+		"work_hours":            parseWorkHours(setting.WorkHoursJSON),
+		"worktime_prompt":       setting.WorktimePrompt,
+		"notify_new_session":    setting.NotifyNewSession,
+		"notify_offline_leave":  setting.NotifyOfflineLeave,
+		"notify_daily_report":   setting.NotifyDailyReport,
+		"assign_strategy":       strategy,
+		"max_active_per_agent":  maxActive,
 	}
 }
 
@@ -175,6 +184,8 @@ type updateSettingsReq struct {
 	NotifyNewSession   *bool             `json:"notify_new_session"`
 	NotifyOfflineLeave *bool             `json:"notify_offline_leave"`
 	NotifyDailyReport  *bool             `json:"notify_daily_report"`
+	AssignStrategy     *string           `json:"assign_strategy"`
+	MaxActivePerAgent  *int              `json:"max_active_per_agent"`
 }
 
 func (h *SettingsHandler) Update(c *gin.Context) {
@@ -284,6 +295,21 @@ func (h *SettingsHandler) Update(c *gin.Context) {
 	if req.NotifyDailyReport != nil {
 		updates["notify_daily_report"] = *req.NotifyDailyReport
 	}
+	if req.AssignStrategy != nil {
+		raw := strings.TrimSpace(*req.AssignStrategy)
+		if raw != assignStrategyLeastLoad && raw != assignStrategyRoundRobin {
+			c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "分配策略无效，可选 least_load / round_robin"})
+			return
+		}
+		updates["assign_strategy"] = raw
+	}
+	if req.MaxActivePerAgent != nil {
+		if *req.MaxActivePerAgent < 0 || *req.MaxActivePerAgent > 200 {
+			c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "最大并发需为 0–200（0 表示不限制）"})
+			return
+		}
+		updates["max_active_per_agent"] = *req.MaxActivePerAgent
+	}
 	if len(updates) == 0 {
 		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "没有可更新字段"})
 		return

server/internal/model/models.go

@@ -156,7 +156,7 @@ type Announcement struct {
 	UpdatedAt time.Time `json:"updated_at"`
 }
 
-// TenantSetting 租户级系统设置（欢迎语、工作时间、通知开关等）。
+// TenantSetting 租户级系统设置（欢迎语、工作时间、通知开关、分配策略等）。
 type TenantSetting struct {
 	ID                 uint      `gorm:"primaryKey" json:"id"`
 	TenantID           uint      `gorm:"uniqueIndex;not null" json:"tenant_id"`
@@ -170,6 +170,12 @@ type TenantSetting struct {
 	NotifyNewSession   bool      `gorm:"default:true" json:"notify_new_session"`
 	NotifyOfflineLeave bool      `gorm:"default:true" json:"notify_offline_leave"`
 	NotifyDailyReport  bool      `gorm:"default:false" json:"notify_daily_report"`
-	CreatedAt          time.Time `json:"created_at"`
-	UpdatedAt          time.Time `json:"updated_at"`
+	// AssignStrategy 自动分配策略：least_load（默认）| round_robin
+	AssignStrategy string `gorm:"size:30;default:least_load" json:"assign_strategy"`
+	// MaxActivePerAgent 每位坐席最大进行中会话数；0 表示不限制
+	MaxActivePerAgent int `gorm:"default:0" json:"max_active_per_agent"`
+	// RRLastAgentID 轮询策略的上次分配坐席游标
+	RRLastAgentID *uint `json:"-"`
+	CreatedAt     time.Time `json:"created_at"`
+	UpdatedAt     time.Time `json:"updated_at"`
 }

web/src/pages/agent/Settings.tsx

@@ -55,7 +55,7 @@ const tabItems: { key: string; label: string; desc: string; icon: ReactNode }[]
   { key: 'basic', label: '基本设置', desc: '租户展示名称、默认昵称与时区', icon: <SettingOutlined /> },
   { key: 'channels', label: '渠道管理', desc: '配置客户服务接入渠道与嵌入代码', icon: <ApiOutlined /> },
   { key: 'staff', label: '坐席账号', desc: '管理客服/主管账号与坐席配额', icon: <UserSwitchOutlined /> },
-  { key: 'assignment', label: '客服分配规则', desc: '会话自动分配策略说明', icon: <TeamOutlined /> },
+  { key: 'assignment', label: '客服分配规则', desc: '自动分配策略与并发上限', icon: <TeamOutlined /> },
   { key: 'autoreply', label: '自动回复', desc: '欢迎语与离线留言提示', icon: <MessageOutlined /> },
   { key: 'worktime', label: '工作时间', desc: '在线服务时段与非工作时间提示', icon: <ClockCircleOutlined /> },
   { key: 'notify', label: '通知设置', desc: '新会话、留言与日报偏好', icon: <BellOutlined /> },
@@ -71,6 +71,7 @@ const Settings = () => {
   const [autoReplyForm] = Form.useForm()
   const [workForm] = Form.useForm()
   const [notifyForm] = Form.useForm()
+  const [assignForm] = Form.useForm()
   const [staffForm] = Form.useForm()
   const [channels, setChannels] = useState<Channel[]>([])
   const [settings, setSettings] = useState<TenantSettings | null>(null)
@@ -142,6 +143,10 @@ const Settings = () => {
         notify_offline_leave: data.notify_offline_leave,
         notify_daily_report: data.notify_daily_report,
       })
+      assignForm.setFieldsValue({
+        assign_strategy: data.assign_strategy || 'least_load',
+        max_active_per_agent: data.max_active_per_agent ?? 0,
+      })
     } catch (e) {
       message.error(e instanceof Error ? e.message : '加载设置失败')
     } finally {
@@ -151,7 +156,7 @@ const Settings = () => {
 
   useEffect(() => {
     if (activeTab === 'channels') loadChannels()
-    if (['basic', 'autoreply', 'worktime', 'notify'].includes(activeTab)) loadSettings()
+    if (['basic', 'autoreply', 'worktime', 'notify', 'assignment'].includes(activeTab)) loadSettings()
     if (activeTab === 'staff' && canViewStaff) loadStaff()
   }, [activeTab])
 
@@ -504,29 +509,89 @@ const Settings = () => {
             )}
 
             {activeTab === 'assignment' && (
-              <div className="space-y-3">
-                <div className="bg-white rounded-xl border border-[#dbeafe] shadow-sm p-5">
-                  <div className="flex items-start gap-3">
-                    <div className="w-9 h-9 rounded-lg bg-[#eff6ff] text-[#2563eb] flex items-center justify-center shrink-0">
-                      <TeamOutlined />
-                    </div>
-                    <div>
-                      <div className="text-sm font-medium text-neutral-800">当前生效：负载最低优先 + 工作时间</div>
-                      <div className="text-xs text-neutral-500 mt-1.5 leading-relaxed">
-                        工作时间内，新会话自动分配给进行中会话最少的在线客服；非工作时间或无客服在线时，访客可提交离线留言。
+              <div className="space-y-4">
+                {loadingSettings ? (
+                  <div className="py-16 text-center"><Spin /></div>
+                ) : (
+                  <>
+                    <div className="bg-white rounded-xl border border-[#dbeafe] shadow-sm p-5">
+                      <div className="flex items-start gap-3">
+                        <div className="w-9 h-9 rounded-lg bg-[#eff6ff] text-[#2563eb] flex items-center justify-center shrink-0">
+                          <TeamOutlined />
+                        </div>
+                        <div className="min-w-0">
+                          <div className="text-sm font-medium text-neutral-800">自动分配规则</div>
+                          <div className="text-xs text-neutral-500 mt-1.5 leading-relaxed">
+                            工作时间内，访客进线会按下列策略分配给<strong className="font-medium text-neutral-700">在线一线客服</strong>；
+                            非工作时间或无可接坐席时进入排队/留言。人工领取与转接不受此策略限制。
+                          </div>
+                        </div>
                       </div>
                     </div>
-                  </div>
-                </div>
-                <div className="bg-white rounded-xl border border-neutral-200 p-5 opacity-70">
-                  <div className="flex items-center justify-between">
-                    <div>
-                      <div className="text-sm font-medium text-neutral-800">轮询分配</div>
-                      <div className="text-xs text-neutral-400 mt-1">后续版本可切换策略</div>
+
+                    <div className="bg-white rounded-xl border border-neutral-200 shadow-sm p-5">
+                      <Form
+                        form={assignForm}
+                        layout="vertical"
+                        disabled={!isAdmin}
+                        onFinish={async (values: {
+                          assign_strategy: 'least_load' | 'round_robin'
+                          max_active_per_agent: number
+                        }) => {
+                          await savePartial({
+                            assign_strategy: values.assign_strategy,
+                            max_active_per_agent: Number(values.max_active_per_agent) || 0,
+                          }, '分配规则已保存')
+                        }}
+                      >
+                        <Form.Item
+                          name="assign_strategy"
+                          label="分配策略"
+                          rules={[{ required: true, message: '请选择策略' }]}
+                          extra="负载最低：优先进行中会话更少的坐席；轮询：在可接坐席中依次分配，更均匀。"
+                        >
+                          <Select
+                            options={[
+                              { value: 'least_load', label: '负载最低（推荐）' },
+                              { value: 'round_robin', label: '轮询分配' },
+                            ]}
+                          />
+                        </Form.Item>
+                        <Form.Item
+                          name="max_active_per_agent"
+                          label="每位坐席最大进行中会话数"
+                          rules={[
+                            { required: true, message: '请填写上限' },
+                            {
+                              validator: async (_, v) => {
+                                const n = Number(v)
+                                if (!Number.isFinite(n) || n < 0 || n > 200) {
+                                  throw new Error('请填写 0–200 的整数，0 表示不限制')
+                                }
+                              },
+                            },
+                          ]}
+                          extra="达到上限的坐席不再自动分入新会话；全部坐席已满时会话保持排队。0 = 不限制。"
+                        >
+                          <Input type="number" min={0} max={200} placeholder="0 表示不限制" />
+                        </Form.Item>
+                        {isAdmin ? (
+                          <Button type="primary" htmlType="submit" loading={saving}>
+                            保存分配规则
+                          </Button>
+                        ) : (
+                          <p className="text-xs text-neutral-400 m-0">仅租户管理员可修改分配规则</p>
+                        )}
+                      </Form>
                     </div>
-                    <Switch disabled />
-                  </div>
-                </div>
+
+                    <div className="bg-neutral-50 rounded-xl border border-neutral-200 p-4 text-xs text-neutral-500 leading-relaxed space-y-1">
+                      <div className="font-medium text-neutral-700 mb-1">说明</div>
+                      <p className="m-0">· 候选范围：角色为客服、状态为「在线」的账号（忙碌/离线不参与自动分配）。</p>
+                      <p className="m-0">· 技能组 / 渠道专属坐席将在后续版本支持。</p>
+                    </div>
+                  </>
+                )}
               </div>
             )}
 

web/src/services/api.ts

@@ -318,6 +318,8 @@ export const deleteStaff = (id: number) => del(`/staff/${id}`)
 
 // Tenant settings
 export type WorkHours = Record<string, string>
+export type AssignStrategy = 'least_load' | 'round_robin'
+
 export interface TenantSettings {
   tenant_id: number
   display_name: string
@@ -330,6 +332,10 @@ export interface TenantSettings {
   notify_new_session: boolean
   notify_offline_leave: boolean
   notify_daily_report: boolean
+  /** least_load 负载最低 | round_robin 轮询 */
+  assign_strategy?: AssignStrategy
+  /** 每位坐席最大进行中会话数，0=不限制 */
+  max_active_per_agent?: number
 }
 export const getTenantSettings = () => get<TenantSettings>('/settings')
 export const updateTenantSettings = (data: Partial<TenantSettings> & { work_hours?: WorkHours }) =>