feat: add caller connection and answer rate analytics

2026-08-31 17:21:20 +08:00
parent 8627228bbc
commit 5284d41f9a
29 changed files with 1284 additions and 0 deletions
@@ -0,0 +1,36 @@
+import { PrismaClient, Prisma, analyticsHash, analyticsRates, COUNT_KEYS, type AnalyticsCounts } from '@lisglosips/database';
+
+export async function evaluateCallerAlerts(db: PrismaClient) {
+  const end = new Date(Math.floor(Date.now() / 60000) * 60000); const start = new Date(+end - 15 * 60000);
+  const aggregates = Prisma.join(COUNT_KEYS.map(k => Prisma.sql`SUM(CAST(JSON_UNQUOTE(JSON_EXTRACT(counts,${`$.${k}`})) AS SIGNED)) AS ${Prisma.raw(k)}`));
+  const rows = await db.$queryRaw<Array<AnalyticsCounts & { customer_id: string; caller: string; view: string }>>(Prisma.sql`SELECT customer_id, caller, view, ${aggregates} FROM caller_analysis_minute_buckets WHERE started_at>=${start} AND started_at<${end} GROUP BY customer_id, caller, view HAVING SUM(CAST(JSON_UNQUOTE(JSON_EXTRACT(counts,'$.totalCalls')) AS SIGNED))>=50`);
+  for (const row of rows) {
+    const counts = Object.fromEntries(COUNT_KEYS.map(k => [k, Number(row[k])])) as unknown as AnalyticsCounts;
+    const rates = analyticsRates(counts);
+    if (rates.unknownCalls || rates.activeCalls / rates.totalCalls > 0.2) continue;
+    const reasons = [
+      rates.connectionRate !== null && rates.connectionRate < Number(process.env.ANALYTICS_LOW_CONNECTION_RATE ?? 20) ? '低接通率' : '',
+      rates.overallAnswerRate !== null && rates.overallAnswerRate < Number(process.env.ANALYTICS_LOW_OVERALL_RATE ?? 10) ? '低总体应答率' : '',
+      rates.connectedCalls >= 30 && rates.connectedAnswerRate !== null && rates.connectedAnswerRate < Number(process.env.ANALYTICS_LOW_CONNECTED_RATE ?? 20) ? '低已接通应答率' : ''
+    ].filter(Boolean);
+    const previous = await db.$queryRaw<Array<AnalyticsCounts>>(Prisma.sql`SELECT ${aggregates} FROM caller_analysis_minute_buckets WHERE started_at>=${new Date(+start - 15 * 60000)} AND started_at<${start} AND customer_id=${row.customer_id} AND caller=${row.caller} AND view=${row.view}`);
+    const p = analyticsRates(Object.fromEntries(COUNT_KEYS.map(k => [k, Number(previous[0]?.[k] ?? 0)])) as unknown as AnalyticsCounts);
+    if (p.totalCalls >= 50 && !p.unknownCalls && p.activeCalls / p.totalCalls <= 0.2) {
+      for (const [key, label] of [['connectionRate','接通率骤降'],['overallAnswerRate','总体应答率骤降'],['connectedAnswerRate','已接通应答率骤降']] as const) {
+        if (key === 'connectedAnswerRate' && (p.connectedCalls < 30 || rates.connectedCalls < 30)) continue;
+        if (p[key] !== null && rates[key] !== null && p[key]! - rates[key]! > Number(process.env.ANALYTICS_RATE_DROP_POINTS ?? 15)) reasons.push(label);
+      }
+    }
+    const tail = await db.$queryRaw<Array<{ counts: AnalyticsCounts }>>`SELECT counts FROM caller_analysis_states WHERE customer_id=${row.customer_id} AND caller=${row.caller} AND view=${row.view} AND started_at>=${start} AND started_at<${end} ORDER BY started_at DESC, id DESC LIMIT 20`;
+    if (tail.length === 20 && tail.every(t => t.counts.failedCalls === 1)) reasons.push('连续20次已结束未接通');
+    const id = analyticsHash([row.customer_id, row.caller, row.view]);
+    const existing = await db.$queryRaw<Array<{ status: string; payload: { streak?: number; recovered?: number; since?: string } }>>`SELECT status,payload FROM caller_analysis_alerts WHERE id=${id}`;
+    const streak = reasons.length ? (existing[0]?.payload.streak ?? 0) + 1 : 0;
+    const recovered = reasons.length ? 0 : (existing[0]?.payload.recovered ?? 0) + 1;
+    const status = streak >= 3 ? 'ACTIVE' : existing[0]?.status === 'ACTIVE' && recovered < 3 ? 'ACTIVE' : 'OBSERVING';
+    const payload = JSON.stringify({ reasons, rates, streak, recovered, windowStart: start, windowEnd: end, since: existing[0]?.payload.since ?? new Date().toISOString() });
+    await db.$executeRaw`INSERT INTO caller_analysis_alerts(id,customer_id,view,caller,status,payload,updated_at) VALUES (${id},${row.customer_id},${row.view},${row.caller},${status},${payload},NOW(3)) ON DUPLICATE KEY UPDATE status=VALUES(status),payload=VALUES(payload),updated_at=VALUES(updated_at)`;
+  }
+  // Old low-sample windows are no longer active evidence, not permanent alarms.
+  await db.$executeRaw`UPDATE caller_analysis_alerts SET status='EXPIRED' WHERE updated_at<${new Date(Date.now() - 120000)} AND status='ACTIVE'`;
+}