CS 客服系统

graph TB subgraph "RuoYiPlus CS 增强架构" subgraph "渠道接入层" A1[微信渠道] A2[APP 渠道] A3[电话渠道] A4[邮件渠道] A5[社交渠道] end subgraph "业务处理层" B1[会话管理] B2[工单管理] B3[智能机器人] B4[知识库] end subgraph "管控层" C1[SLA 管理] C2[质检评分] C3[权限控制] C4[审计追踪] end end A1 --> B1 A2 --> B1 A3 --> B1 A4 --> B1 A5 --> B1 B1 --> B2 B1 --> B3 B3 --> B4 B2 --> C1 B2 --> C2 B1 --> C3 B2 --> C4

graph TB subgraph "全渠道接入" subgraph "即时通讯" A1[微信公众号] A2[微信小程序] A3[企业微信] A4[钉钉] A5[飞书] end subgraph "传统渠道" B1[电话客服] B2[邮件客服] B3[短信客服] end subgraph "社交渠道" C1[微博] C2[抖音] C3[小红书] end subgraph "统一接入" D1[消息汇聚] D2[会话管理] D3[客户识别] D4[上下文保持] end end A1 --> D1 A2 --> D1 A3 --> D1 A4 --> D1 A5 --> D1 B1 --> D1 B2 --> D1 B3 --> D1 C1 --> D1 C2 --> D1 C3 --> D1 D1 --> D2 D2 --> D3 D3 --> D4

graph TB A[工单创建] --> B[自动分类] B --> C[自动分配] C --> D[工单处理] D --> E{是否解决?} E -->|是| F[客户确认] E -->|否| G[工单流转] G --> D F --> H[满意度评价] H --> I[工单归档] A --> A1[多渠道创建] A --> A2[模板化创建] C --> C1[按类型分配] C --> C2[按技能分配] C --> C3[按区域分配] D --> D1[接单处理] D --> D2[协作处理] D --> D3[进度更新]

graph LR A[工单创建] --> B[工单分配] B --> C[工单处理] C --> D[工单流转] D --> E[工单解决] E --> F[工单归档] A -.-> G[审计日志] B -.-> G C -.-> G D -.-> G E -.-> G F -.-> G

graph TB subgraph "智能机器人" subgraph "问答引擎" A1[知识库检索] A2[语义理解] A3[智能匹配] end subgraph "业务处理" B1[业务查询] B2[业务办理] B3[工单创建] end subgraph "人机协作" C1[机器人接待] C2[智能转人工] C3[辅助人工] end end A1 --> A2 A2 --> A3 A3 --> B1 B1 --> B2 B2 --> B3 B3 --> C1 C1 --> C2 C2 --> C3

graph TB subgraph "知识管理" subgraph "知识采集" A1[FAQ 录入] A2[文档导入] A3[知识抽取] end subgraph "知识组织" B1[知识分类] B2[知识标签] B3[知识关联] end subgraph "知识应用" C1[智能检索] C2[知识推荐] C3[知识推送] end subgraph "知识维护" D1[知识更新] D2[知识过期] D3[知识归档] end end A1 --> B1 A2 --> B1 A3 --> B1 B1 --> B2 B2 --> B3 B3 --> C1 C1 --> C2 C2 --> C3 C3 --> D1 D1 --> D2 D2 --> D3

graph LR A[工单创建] --> B{优先级} B -->|紧急| C[5分钟响应] B -->|重要| D[15分钟响应] B -->|一般| E[30分钟响应] C --> F[30分钟解决] D --> G[2小时解决] E --> H[24小时解决]

cs:
  sla:
    levels:
      - name: "紧急"
        response-time: 5m
        resolve-time: 30m
      - name: "重要"
        response-time: 15m
        resolve-time: 2h
      - name: "一般"
        response-time: 30m
        resolve-time: 24h
    monitoring:
      alert-threshold: 80%  # 达标率低于80%告警

graph TB subgraph "yudao-module-cs-plus" subgraph "cs-biz" A1[channel 渠道接入] A2[session 会话管理] A3[ticket 工单管理] A4[robot 智能机器人] A5[knowledge 知识库] A6[sla SLA管理] A7[quality 质检管理] A8[agent 客服管理] A9[workspace 工作台] A10[analytics 数据分析] end subgraph "权限与审计" B1[permission 权限控制] B2[audit 审计日志] end end A1 --> B1 A2 --> B2 A3 --> B2 A4 --> B1 A5 --> B1