支持客户、对话记录与统计报告 CSV 导出

- 新增 /customers/export、/sessions/export、/statistics/export - 沿用列表筛选与角色可见范围，UTF-8 BOM 便于 Excel 打开 - 前端三处导出按钮接入真实下载
2026-07-15 15:10:46 +08:00
parent 216ab2c85a
commit c43f420875
8 changed files with 571 additions and 11 deletions
@@ -0,0 +1,375 @@
+package handler
+
+import (
+	"fmt"
+	"net/http"
+	"strconv"
+	"strings"
+	"time"
+
+	"github.com/gin-gonic/gin"
+	"kefu-sys/server/internal/middleware"
+	"kefu-sys/server/internal/model"
+)
+
+// Export 导出客户列表 CSV（沿用列表筛选与坐席可见范围）。
+// GET /api/customers/export
+func (h *CustomerHandler) Export(c *gin.Context) {
+	tenantID := middleware.GetTenantID(c)
+	search := c.Query("search")
+	status := c.Query("status")
+	source := c.Query("source")
+
+	query := model.DB.Where("tenant_id = ?", tenantID)
+	if middleware.GetRole(c) == "agent" {
+		assignedCustomers := model.DB.Model(&model.Session{}).
+			Select("customer_id").
+			Where("tenant_id = ? AND agent_id = ?", tenantID, middleware.GetUserID(c))
+		query = query.Where("id IN (?)", assignedCustomers)
+	}
+	if search != "" {
+		query = query.Where("name LIKE ? OR phone LIKE ? OR email LIKE ?", "%"+search+"%", "%"+search+"%", "%"+search+"%")
+	}
+	if status != "" {
+		query = query.Where("status = ?", status)
+	}
+	if source != "" {
+		query = query.Where("source = ?", source)
+	}
+
+	var customers []model.Customer
+	if err := query.Order("updated_at desc").Limit(exportMaxRows).Find(&customers).Error; err != nil {
+		c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "导出客户失败"})
+		return
+	}
+
+	header := []string{"ID", "姓名", "手机", "邮箱", "来源", "状态", "标签", "对话次数", "最近联系", "创建时间"}
+	rows := make([][]string, 0, len(customers))
+	for _, cu := range customers {
+		rows = append(rows, []string{
+			strconv.FormatUint(uint64(cu.ID), 10),
+			cu.Name,
+			cu.Phone,
+			cu.Email,
+			cu.Source,
+			cu.Status,
+			cu.Tags,
+			strconv.Itoa(cu.ConversationCount),
+			formatCSVTimePtr(cu.LastContactAt),
+			formatCSVTime(cu.CreatedAt),
+		})
+	}
+	name := fmt.Sprintf("customers_%s.csv", time.Now().Format("20060102_150405"))
+	writeCSVResponse(c, name, header, rows)
+}
+
+// Export 导出会话列表 CSV（沿用列表筛选与权限）。
+// GET /api/sessions/export
+func (h *SessionHandler) Export(c *gin.Context) {
+	tenantID := middleware.GetTenantID(c)
+	status := c.Query("status")
+	priority := c.Query("priority")
+	agentID := c.Query("agent_id")
+	channelID := c.Query("channel_id")
+	search := strings.TrimSpace(c.Query("search"))
+	from := c.Query("from")
+	to := c.Query("to")
+
+	query := model.DB.Model(&model.Session{}).Where("sessions.tenant_id = ?", tenantID)
+	if middleware.GetRole(c) == "agent" {
+		query = query.Where("sessions.agent_id = ? OR sessions.status = ?", middleware.GetUserID(c), "waiting")
+	}
+	if status != "" {
+		query = query.Where("sessions.status = ?", status)
+	}
+	if priority != "" {
+		query = query.Where("sessions.priority = ?", priority)
+	}
+	if agentID != "" {
+		query = query.Where("sessions.agent_id = ?", agentID)
+	}
+	if channelID != "" {
+		query = query.Where("sessions.channel_id = ?", channelID)
+	}
+	if from != "" {
+		if t, err := time.ParseInLocation("2006-01-02", from, time.Local); err == nil {
+			query = query.Where("sessions.created_at >= ?", t)
+		}
+	}
+	if to != "" {
+		if t, err := time.ParseInLocation("2006-01-02", to, time.Local); err == nil {
+			query = query.Where("sessions.created_at < ?", t.Add(24*time.Hour))
+		}
+	}
+	if search != "" {
+		like := "%" + search + "%"
+		query = query.Joins("LEFT JOIN customers ON customers.id = sessions.customer_id").
+			Where("customers.name LIKE ? OR CAST(sessions.id AS TEXT) LIKE ? OR COALESCE(sessions.end_reason, '') LIKE ?", like, like, like)
+	}
+
+	var sessions []model.Session
+	if err := query.Order("sessions.created_at desc").Limit(exportMaxRows).Find(&sessions).Error; err != nil {
+		c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "导出会话失败"})
+		return
+	}
+
+	customerIDs := make([]uint, 0)
+	agentIDs := make([]uint, 0)
+	channelIDs := make([]uint, 0)
+	sessionIDs := make([]uint, 0, len(sessions))
+	for _, s := range sessions {
+		sessionIDs = append(sessionIDs, s.ID)
+		customerIDs = append(customerIDs, s.CustomerID)
+		channelIDs = append(channelIDs, s.ChannelID)
+		if s.AgentID != nil {
+			agentIDs = append(agentIDs, *s.AgentID)
+		}
+	}
+	customerMap := map[uint]model.Customer{}
+	if len(customerIDs) > 0 {
+		var customers []model.Customer
+		model.DB.Where("id IN ?", uniqueUint(customerIDs)).Find(&customers)
+		for _, cu := range customers {
+			customerMap[cu.ID] = cu
+		}
+	}
+	agentMap := map[uint]model.User{}
+	if len(agentIDs) > 0 {
+		var users []model.User
+		model.DB.Where("id IN ?", uniqueUint(agentIDs)).Find(&users)
+		for _, u := range users {
+			agentMap[u.ID] = u
+		}
+	}
+	channelMap := map[uint]model.Channel{}
+	if len(channelIDs) > 0 {
+		var channels []model.Channel
+		model.DB.Where("id IN ?", uniqueUint(channelIDs)).Find(&channels)
+		for _, ch := range channels {
+			channelMap[ch.ID] = ch
+		}
+	}
+	msgCountMap := map[uint]int{}
+	if len(sessionIDs) > 0 {
+		type row struct {
+			SessionID uint
+			Cnt       int
+		}
+		var rows []row
+		model.DB.Model(&model.Message{}).
+			Select("session_id, count(*) as cnt").
+			Where("session_id IN ?", sessionIDs).
+			Group("session_id").
+			Scan(&rows)
+		for _, r := range rows {
+			msgCountMap[r.SessionID] = r.Cnt
+		}
+	}
+
+	// 最后一条消息摘要（按会话 max(seq) 批量取）
+	lastMsgMap := map[uint]string{}
+	if len(sessionIDs) > 0 {
+		type lastRow struct {
+			SessionID uint
+			Content   string
+			Type      string
+		}
+		var lastRows []lastRow
+		_ = model.DB.Raw(`
+			SELECT m.session_id AS session_id, m.content AS content, m.type AS type
+			FROM messages m
+			INNER JOIN (
+				SELECT session_id, MAX(seq) AS max_seq
+				FROM messages
+				WHERE session_id IN ?
+				GROUP BY session_id
+			) t ON m.session_id = t.session_id AND m.seq = t.max_seq
+		`, sessionIDs).Scan(&lastRows).Error
+		for _, r := range lastRows {
+			if r.Type == "image" {
+				lastMsgMap[r.SessionID] = "[图片]"
+			} else {
+				lastMsgMap[r.SessionID] = r.Content
+			}
+		}
+	}
+
+	header := []string{
+		"会话ID", "客户", "客户手机", "坐席", "渠道", "状态", "优先级",
+		"消息数", "满意度", "评价内容", "结束原因", "最后消息", "创建时间", "结束时间",
+	}
+	rows := make([][]string, 0, len(sessions))
+	for _, s := range sessions {
+		custName, custPhone := "", ""
+		if cu, ok := customerMap[s.CustomerID]; ok {
+			custName, custPhone = cu.Name, cu.Phone
+		}
+		agentName := ""
+		if s.AgentID != nil {
+			if u, ok := agentMap[*s.AgentID]; ok {
+				agentName = u.Nickname
+				if agentName == "" {
+					agentName = u.Username
+				}
+			}
+		}
+		chName := ""
+		if ch, ok := channelMap[s.ChannelID]; ok {
+			chName = ch.Name
+			if chName == "" {
+				chName = ch.Type
+			}
+		}
+		rows = append(rows, []string{
+			strconv.FormatUint(uint64(s.ID), 10),
+			custName,
+			custPhone,
+			agentName,
+			chName,
+			s.Status,
+			s.Priority,
+			strconv.Itoa(msgCountMap[s.ID]),
+			formatIntPtr(s.SatisfactionScore),
+			s.SatisfactionText,
+			s.EndReason,
+			lastMsgMap[s.ID],
+			formatCSVTime(s.CreatedAt),
+			formatCSVTimePtr(s.EndedAt),
+		})
+	}
+	name := fmt.Sprintf("sessions_%s.csv", time.Now().Format("20060102_150405"))
+	writeCSVResponse(c, name, header, rows)
+}
+
+// Export 导出统计报告 CSV（KPI + 坐席绩效 + 渠道分布）。
+// GET /api/statistics/export
+func (h *StatisticsHandler) Export(c *gin.Context) {
+	if !requireStatisticsAccess(c) {
+		return
+	}
+	tenantID := middleware.GetTenantID(c)
+	sessions, messages, err := loadStatisticsData(tenantID)
+	if err != nil {
+		c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "导出统计失败"})
+		return
+	}
+	responses := firstResponseSeconds(messages)
+	var responseTotal float64
+	for _, seconds := range responses {
+		responseTotal += seconds
+	}
+	var satisfactionTotal float64
+	satisfactionCount := 0
+	for _, session := range sessions {
+		if session.SatisfactionScore != nil {
+			satisfactionTotal += float64(*session.SatisfactionScore)
+			satisfactionCount++
+		}
+	}
+	avgResponse := float64(0)
+	if len(responses) > 0 {
+		avgResponse = responseTotal / float64(len(responses))
+	}
+	satisfactionAvg := float64(0)
+	if satisfactionCount > 0 {
+		satisfactionAvg = satisfactionTotal / float64(satisfactionCount)
+	}
+
+	// 坐席绩效
+	var agents []model.User
+	model.DB.Where("tenant_id = ? AND role = ?", tenantID, "agent").Find(&agents)
+	type perf struct {
+		Name          string
+		Conversations int
+		ResponseTotal float64
+		ResponseCount int
+		Satisfaction  float64
+		RatingCount   int
+	}
+	items := make(map[uint]*perf)
+	for _, agent := range agents {
+		name := agent.Nickname
+		if name == "" {
+			name = agent.Username
+		}
+		items[agent.ID] = &perf{Name: name}
+	}
+	for _, session := range sessions {
+		if session.AgentID == nil || items[*session.AgentID] == nil {
+			continue
+		}
+		item := items[*session.AgentID]
+		item.Conversations++
+		if seconds, exists := responses[session.ID]; exists {
+			item.ResponseTotal += seconds
+			item.ResponseCount++
+		}
+		if session.SatisfactionScore != nil {
+			item.Satisfaction += float64(*session.SatisfactionScore)
+			item.RatingCount++
+		}
+	}
+
+	// 渠道
+	var channels []model.Channel
+	model.DB.Where("tenant_id = ?", tenantID).Find(&channels)
+	channelTypes := make(map[uint]string)
+	for _, channel := range channels {
+		channelTypes[channel.ID] = channel.Type
+	}
+	labels := map[string]string{"web": "网页", "wechat": "微信", "app": "APP", "phone": "电话工单", "email": "邮件"}
+	chCounts := make(map[string]int)
+	for _, session := range sessions {
+		channelType := channelTypes[session.ChannelID]
+		if channelType == "" {
+			channelType = "unknown"
+		}
+		chCounts[channelType]++
+	}
+
+	// 扁平 CSV：分节用 section 列
+	header := []string{"区块", "指标/坐席/渠道", "数值1", "数值2", "数值3", "备注"}
+	rows := make([][]string, 0, 32+len(items)+len(chCounts))
+	rows = append(rows,
+		[]string{"概览", "总会话数", strconv.Itoa(len(sessions)), "", "", ""},
+		[]string{"概览", "总消息数", strconv.Itoa(len(messages)), "", "", ""},
+		[]string{"概览", "平均首次响应(秒)", fmt.Sprintf("%.1f", avgResponse), "", "", ""},
+		[]string{"概览", "平均满意度", fmt.Sprintf("%.2f", satisfactionAvg), "", "", fmt.Sprintf("样本 %d", satisfactionCount)},
+		[]string{"概览", "一次解决率(%)", fmt.Sprintf("%.1f", firstResolveRate(sessions)), "", "", ""},
+		[]string{"概览", "导出时间", time.Now().Format("2006-01-02 15:04:05"), "", "", ""},
+	)
+	rows = append(rows, []string{"坐席绩效", "坐席", "会话数", "平均响应(秒)", "满意度", ""})
+	for _, agent := range agents {
+		item := items[agent.ID]
+		if item == nil {
+			continue
+		}
+		avgR := float64(0)
+		if item.ResponseCount > 0 {
+			avgR = item.ResponseTotal / float64(item.ResponseCount)
+		}
+		sat := float64(0)
+		if item.RatingCount > 0 {
+			sat = item.Satisfaction / float64(item.RatingCount)
+		}
+		rows = append(rows, []string{
+			"坐席绩效",
+			item.Name,
+			strconv.Itoa(item.Conversations),
+			fmt.Sprintf("%.1f", avgR),
+			fmt.Sprintf("%.2f", sat),
+			"",
+		})
+	}
+	rows = append(rows, []string{"渠道分布", "渠道", "会话数", "", "", ""})
+	for typ, cnt := range chCounts {
+		label := labels[typ]
+		if label == "" {
+			label = typ
+		}
+		rows = append(rows, []string{"渠道分布", label, strconv.Itoa(cnt), "", "", ""})
+	}
+
+	name := fmt.Sprintf("statistics_%s.csv", time.Now().Format("20060102_150405"))
+	writeCSVResponse(c, name, header, rows)
+}
@@ -0,0 +1,70 @@
+package handler
+
+import (
+	"encoding/csv"
+	"fmt"
+	"net/http"
+	"net/url"
+	"strconv"
+	"strings"
+	"time"
+
+	"github.com/gin-gonic/gin"
+)
+
+const exportMaxRows = 5000
+
+func csvEscape(s string) string {
+	return strings.ReplaceAll(s, "\r\n", " ")
+}
+
+func writeCSVResponse(c *gin.Context, filename string, header []string, rows [][]string) {
+	if !strings.HasSuffix(strings.ToLower(filename), ".csv") {
+		filename += ".csv"
+	}
+	// 兼容 Excel 中文：UTF-8 BOM
+	c.Header("Content-Type", "text/csv; charset=utf-8")
+	c.Header("Content-Disposition", fmt.Sprintf("attachment; filename*=UTF-8''%s", url.PathEscape(filename)))
+	c.Status(http.StatusOK)
+
+	if _, err := c.Writer.Write([]byte{0xEF, 0xBB, 0xBF}); err != nil {
+		return
+	}
+	w := csv.NewWriter(c.Writer)
+	_ = w.Write(header)
+	for _, row := range rows {
+		for i := range row {
+			row[i] = csvEscape(row[i])
+		}
+		_ = w.Write(row)
+	}
+	w.Flush()
+}
+
+func formatCSVTime(t time.Time) string {
+	if t.IsZero() {
+		return ""
+	}
+	return t.In(time.Local).Format("2006-01-02 15:04:05")
+}
+
+func formatCSVTimePtr(t *time.Time) string {
+	if t == nil {
+		return ""
+	}
+	return formatCSVTime(*t)
+}
+
+func formatUintPtr(v *uint) string {
+	if v == nil {
+		return ""
+	}
+	return strconv.FormatUint(uint64(*v), 10)
+}
+
+func formatIntPtr(v *int) string {
+	if v == nil {
+		return ""
+	}
+	return strconv.Itoa(*v)
+}
@@ -53,6 +53,7 @@ func SetupRoutes(r *gin.Engine, store storage.ObjectStorage, storageCfg config.S
 		authRequired.GET("/agents/available", session.ListAvailableAgents)
 		sessions := authRequired.Group("/sessions")
 		sessions.GET("", session.List)
+		sessions.GET("/export", session.Export)
 		sessions.GET("/:id", session.Get)
 		sessions.POST("", session.Create)
 		sessions.POST("/batch-archive", session.BatchArchive)
@@ -69,6 +70,7 @@ func SetupRoutes(r *gin.Engine, store storage.ObjectStorage, storageCfg config.S
 		// 客户管理
 		customers := authRequired.Group("/customers")
 		customers.GET("", customer.List)
+		customers.GET("/export", customer.Export)
 		customers.GET("/:id", customer.Get)
 		customers.POST("", customer.Create)
 		customers.PUT("/:id", customer.Update)
@@ -110,6 +112,7 @@ func SetupRoutes(r *gin.Engine, store storage.ObjectStorage, storageCfg config.S
 		statistics.GET("/response-distribution", stats.ResponseDistribution)
 		statistics.GET("/performance", stats.AgentPerformance)
 		statistics.GET("/channels", stats.ChannelDistribution)
+		statistics.GET("/export", stats.Export)

 		// 管理端接口（需要管理员权限）
 		adminGroup := authRequired.Group("/admin")