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335
src/mock/conversation.ts
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335
src/mock/conversation.ts
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/**
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* 客服会话相关模拟数据
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*/
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import type {
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ConversationAgent,
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ConversationListQuery,
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ConversationListResult,
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ConversationMessage,
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ConversationMetrics,
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ConversationPriority,
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ConversationSession,
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ConversationStatus,
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ConversationTag
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} from '@/types'
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const supportAgents: ConversationAgent[] = [
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{
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id: 11,
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name: '林清',
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avatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=agent_lin',
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title: '资深客服',
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workload: 8,
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expertise: ['会员权益', '支付问题']
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},
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{
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id: 12,
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name: '周晚',
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avatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=agent_zhou',
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title: '体验顾问',
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workload: 5,
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expertise: ['产品咨询', '活动政策']
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},
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{
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id: 13,
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name: '程斐',
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avatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=agent_cheng',
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title: '资深专家',
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workload: 6,
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expertise: ['订单售后', '履约异常']
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},
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{
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id: 14,
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name: '白凝',
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avatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=agent_bai',
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title: '运营支持',
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workload: 3,
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expertise: ['社群转接', '投诉升级']
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}
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]
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const sessionTags: ConversationTag[] = [
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{ id: 1, name: '支付', color: '#1890ff' },
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{ id: 2, name: '权益', color: '#722ed1' },
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{ id: 3, name: '功能', color: '#13c2c2' },
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{ id: 4, name: '投诉', color: '#ff4d4f' },
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{ id: 5, name: '活动', color: '#fa8c16' },
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{ id: 6, name: 'BUG', color: '#a0d911' }
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]
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const intents = ['开票需求', '会员续费', '提现异常', '功能咨询', '活动规则', '体验反馈']
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const sources = ['App 内反馈', '官网咨询', '小程序客服', '社群转接']
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const customerLevels = ['L1', 'L2', 'L3', 'L4', 'L5']
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const cities = ['杭州', '上海', '成都', '武汉', '广州', '深圳']
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const customerNames = ['南鸢', '时年', '望舒', '青禾', '阿岚', '林舟', '潮生', '江迟', '枝夏', '安意']
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const channelPool: Array<ConversationSession['channel']> = ['app', 'web', 'wechat', 'miniapp']
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const priorityPool: ConversationPriority[] = ['normal', 'normal', 'high', 'vip']
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const statusPool: ConversationStatus[] = ['waiting', 'active', 'pending', 'resolved', 'active', 'pending']
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function randomItem<T>(arr: T[]): T {
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return arr[Math.floor(Math.random() * arr.length)]!
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}
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function randomInt(min: number, max: number): number {
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return Math.floor(Math.random() * (max - min + 1)) + min
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}
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function pickTags(): ConversationTag[] {
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const count = randomInt(1, 3)
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const shuffled = [...sessionTags].sort(() => Math.random() - 0.5)
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return shuffled.slice(0, count)
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}
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function buildMessages(
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customerName: string,
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customerAvatar: string,
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agent?: ConversationAgent,
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startTime?: Date
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): ConversationMessage[] {
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const userMessages = [
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'你好，我想咨询一下昨天支付的订单还没有到账是怎么回事？',
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'我看到权益说明里有些不一致，麻烦帮我核实下。',
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'现在打开功能的时候会提示网络错误，可以帮忙看看吗？',
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'关于新的社群活动我有些疑问，规则是不是已经更新了？'
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]
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const agentMessages = [
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'您好，已经为您核实到订单，目前支付渠道反馈处理中，大约 10 分钟内到账。',
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'权益说明我们刚刚做了更新，我发一份最新版给您，您稍等查看。',
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'收到，我们正在排查这个异常，稍后会第一时间同步处理进度。',
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'关于活动规则我帮您确认了，新的版本中需要满足邀请条件才可报名。'
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]
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const messages: ConversationMessage[] = []
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const base = startTime ? new Date(startTime) : new Date(Date.now() - randomInt(10, 72) * 60 * 1000)
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let pointer = base.getTime()
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const rounds = agent ? randomInt(3, 6) : randomInt(2, 4)
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for (let i = 0; i < rounds; i++) {
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const userMessage: ConversationMessage = {
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id: Number(`${pointer}${i}`),
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sender: 'user',
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senderName: customerName,
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content: randomItem(userMessages),
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timestamp: new Date(pointer).toISOString(),
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avatar: customerAvatar
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}
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messages.push(userMessage)
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pointer += randomInt(1, 6) * 60 * 1000
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if (agent) {
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const agentMessage: ConversationMessage = {
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id: Number(`${pointer}${i}`),
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sender: 'agent',
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senderName: agent.name,
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content: randomItem(agentMessages),
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timestamp: new Date(pointer).toISOString(),
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avatar: agent.avatar
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}
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messages.push(agentMessage)
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pointer += randomInt(2, 8) * 60 * 1000
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}
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}
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return messages
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}
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function generateMockConversations(): ConversationSession[] {
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const sessions: ConversationSession[] = []
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for (let i = 1; i <= 36; i++) {
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const customer = {
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id: 2000 + i,
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nickname: customerNames[i % customerNames.length]!,
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avatar: `https://api.dicebear.com/7.x/avataaars/svg?seed=session_${i}`,
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city: randomItem(cities),
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vip: Math.random() > 0.7,
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level: randomItem(customerLevels),
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intents: [randomItem(intents)]
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}
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const assignedAgent = Math.random() > 0.2 ? randomItem(supportAgents) : undefined
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let status = randomItem(statusPool)
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if (!assignedAgent && status !== 'waiting') {
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status = 'waiting'
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}
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const createdAt = new Date(Date.now() - randomInt(1, 7) * 24 * 60 * 60 * 1000)
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const messages = buildMessages(customer.nickname, customer.avatar, assignedAgent, createdAt)
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const lastMessage = messages[messages.length - 1]!
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const firstAgentMessage = messages.find(msg => msg.sender === 'agent')
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const priority = randomItem(priorityPool)
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sessions.push({
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id: i,
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sessionCode: `KF${202400 + i}`,
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channel: randomItem(channelPool),
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status,
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priority,
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createdAt: messages[0]!.timestamp,
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lastMessageAt: lastMessage.timestamp,
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lastMessage: lastMessage.content,
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unreadCount: status === 'waiting' ? randomInt(1, 6) : Math.max(0, randomInt(0, 3) - 1),
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totalMessages: messages.length,
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waitingTime: status === 'waiting' ? randomInt(5, 25) : randomInt(1, 10),
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firstResponseAt: firstAgentMessage?.timestamp,
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resolvedAt: status === 'resolved' ? lastMessage.timestamp : undefined,
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satisfaction: status === 'resolved' ? Number((4.2 + Math.random() * 0.7).toFixed(1)) : undefined,
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autoDetectedIntent: randomItem(intents),
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source: randomItem(sources),
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tags: pickTags(),
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customer,
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assignedAgent: assignedAgent ? { ...assignedAgent } : undefined,
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messages
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})
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}
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return sessions.sort((a, b) => new Date(b.lastMessageAt).getTime() - new Date(a.lastMessageAt).getTime())
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}
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let conversationSessions: ConversationSession[] = generateMockConversations()
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function delay(ms: number): Promise<void> {
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return new Promise(resolve => setTimeout(resolve, ms))
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}
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function buildMetrics(sessions: ConversationSession[]): ConversationMetrics {
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const waitingCount = sessions.filter(session => session.status === 'waiting').length
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const activeCount = sessions.filter(session => session.status === 'active').length
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const pendingCount = sessions.filter(session => session.status === 'pending').length
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const resolvedToday = sessions.filter(session => {
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if (!session.resolvedAt) return false
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const resolvedDate = new Date(session.resolvedAt)
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const now = new Date()
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return (
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resolvedDate.getFullYear() === now.getFullYear() &&
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resolvedDate.getMonth() === now.getMonth() &&
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resolvedDate.getDate() === now.getDate()
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)
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}).length
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const responseDiffs = sessions
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.filter(session => session.firstResponseAt)
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.map(session => new Date(session.firstResponseAt!).getTime() - new Date(session.createdAt).getTime())
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const satisfactionScores = sessions
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.filter(session => session.satisfaction)
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.map(session => session.satisfaction!)
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const avgFirstResponse =
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responseDiffs.length > 0 ? Math.round(responseDiffs.reduce((a, b) => a + b, 0) / responseDiffs.length / 60000) : 0
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const satisfaction =
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satisfactionScores.length > 0
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? Number((satisfactionScores.reduce((a, b) => a + b, 0) / satisfactionScores.length).toFixed(1))
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: 0
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return {
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waitingCount,
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activeCount,
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pendingCount,
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resolvedToday,
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satisfaction,
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avgFirstResponse
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}
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}
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export async function mockGetConversationList(
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params: ConversationListQuery = {}
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): Promise<ConversationListResult> {
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await delay(250)
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const {
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page = 1,
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pageSize = 10,
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keyword,
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status = 'all',
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channel = 'all',
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priority = 'all',
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vipOnly,
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dateRange
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} = params
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let filtered = [...conversationSessions]
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if (keyword) {
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filtered = filtered.filter(session =>
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[session.sessionCode, session.customer.nickname, session.lastMessage, session.assignedAgent?.name || '']
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.join(' ')
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.toLowerCase()
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.includes(keyword.toLowerCase())
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)
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}
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if (status !== 'all') {
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filtered = filtered.filter(session => session.status === status)
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}
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if (channel !== 'all') {
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filtered = filtered.filter(session => session.channel === channel)
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}
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if (priority !== 'all') {
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filtered = filtered.filter(session => session.priority === priority)
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}
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if (vipOnly) {
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filtered = filtered.filter(session => session.customer.vip)
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}
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if (dateRange && dateRange.length === 2) {
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const [start, end] = dateRange
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const startTime = new Date(start).getTime()
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const endTime = new Date(end).getTime()
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filtered = filtered.filter(session => {
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const created = new Date(session.createdAt).getTime()
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return created >= startTime && created <= endTime
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})
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}
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const start = (page - 1) * pageSize
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const list = filtered.slice(start, start + pageSize)
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return {
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list,
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total: filtered.length,
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page,
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pageSize,
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metrics: buildMetrics(conversationSessions)
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}
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}
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export async function mockUpdateConversationStatus(
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sessionId: number,
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status: ConversationStatus
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): Promise<ConversationSession | undefined> {
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await delay(200)
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const target = conversationSessions.find(session => session.id === sessionId)
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if (!target) return undefined
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target.status = status
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if (status === 'resolved' || status === 'closed') {
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target.resolvedAt = new Date().toISOString()
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target.unreadCount = 0
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target.waitingTime = 0
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}
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if (status !== 'waiting' && !target.firstResponseAt) {
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target.firstResponseAt = new Date().toISOString()
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}
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return target
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}
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export async function mockAssignConversationAgent(
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sessionId: number,
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agentId: number
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): Promise<ConversationSession | undefined> {
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await delay(200)
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const target = conversationSessions.find(session => session.id === sessionId)
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const agent = supportAgents.find(item => item.id === agentId)
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if (!target || !agent) return undefined
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target.assignedAgent = { ...agent }
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if (target.status === 'waiting') {
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target.status = 'active'
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}
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if (!target.firstResponseAt) {
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target.firstResponseAt = new Date().toISOString()
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}
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return target
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}
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export function mockGetSupportAgents(): ConversationAgent[] {
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return supportAgents.map(agent => ({ ...agent }))
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}
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