智能工单系统核心功能矩阵：从全渠道接入到闭环管理

// 工单信息提取示例
public class TicketInfoExtractor
{
    public ExtractedTicketInfo ExtractFromText(string customerInput)
    {
        // 使用NLP技术分析客户输入
        var analysisResult = NaturalLanguageProcessor.Analyze(customerInput);
        
        return new ExtractedTicketInfo
        {
            CustomerId = analysisResult.CustomerIdentifier,
            IssueType = analysisResult.ClassifiedCategory,
            Priority = DeterminePriority(analysisResult),
            KeyWords = analysisResult.ExtractedKeyTerms
        };
    }
    
    private PriorityLevel DeterminePriority(AnalysisResult result)
    {
        // 基于分析结果确定工单优先级
        if (result.ContainsUrgentTerms) return PriorityLevel.Urgent;
        if (result.SentimentScore < 0.3) return PriorityLevel.High;
        return PriorityLevel.Normal;
    }
}

// 工单分配算法示例
class TicketDispatcher {
  constructor() {
    this.agents = []; // 客服人员列表
    this.routingRules = []; // 分配规则
  }

  // 基于技能和负载的分配方法
  assignTicket(ticket) {
    const suitableAgents = this.filterBySkills(ticket);
    const bestAgent = this.selectByWorkload(suitableAgents);
    
    return this.executeAssignment(ticket, bestAgent);
  }

  // 根据技能筛选客服
  filterBySkills(ticket) {
    return this.agents.filter(agent => 
      agent.skills.some(skill => 
        ticket.requiredSkills.includes(skill)
      ) && agent.isAvailable
    );
  }

  // 基于工作负载选择最佳客服
  selectByWorkload(agents) {
    return agents.reduce((prev, current) => 
      (prev.currentTickets < current.currentTickets) ? prev : current
    );
  }
}

-- 工单绩效分析查询示例
SELECT 
    DATE_FORMAT(created_date, '%Y-%m') AS month,
    AVG(TIMESTAMPDIFF(MINUTE, created_date, first_response_date)) AS avg_first_response_time,
    AVG(TIMESTAMPDIFF(MINUTE, created_date, resolved_date)) AS avg_resolution_time,
    COUNT(*) AS total_tickets,
    SUM(CASE WHEN status = 'resolved' THEN 1 ELSE 0 END) AS resolved_count,
    AVG(customer_satisfaction_score) AS avg_satisfaction_score
FROM tickets
WHERE created_date >= DATE_SUB(NOW(), INTERVAL 6 MONTH)
GROUP BY DATE_FORMAT(created_date, '%Y-%m')
ORDER BY month DESC;