290 lines
19 KiB
SQL
290 lines
19 KiB
SQL
-- =============================
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-- 智能客服系统业务模块
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-- 支持：微信小程序客户咨询、智能问答、工单管理、CRM集成
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-- =============================
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CREATE SCHEMA IF NOT EXISTS customer_service;
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-- 客户信息表
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DROP TABLE IF EXISTS customer_service.tb_customer CASCADE;
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CREATE TABLE customer_service.tb_customer (
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optsn VARCHAR(50) NOT NULL, -- 流水号
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customer_id VARCHAR(50) NOT NULL, -- 客户ID
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customer_no VARCHAR(100), -- 客户编号
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customer_name VARCHAR(255), -- 客户姓名
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customer_type VARCHAR(30) DEFAULT 'individual', -- 客户类型：individual-个人/enterprise-企业
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company_name VARCHAR(255), -- 公司名称
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phone VARCHAR(20), -- 电话
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email VARCHAR(100), -- 邮箱
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wechat_openid VARCHAR(100), -- 微信OpenID
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wechat_unionid VARCHAR(100), -- 微信UnionID
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avatar VARCHAR(500), -- 头像URL
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gender INTEGER DEFAULT 0, -- 性别：0-未知/1-男/2-女
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address VARCHAR(500), -- 地址
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customer_level VARCHAR(20) DEFAULT 'normal', -- 客户等级：vip/important/normal/potential
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customer_source VARCHAR(50), -- 客户来源：wechat-微信/web-网站/phone-电话/referral-推荐
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tags TEXT[], -- 客户标签数组
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notes TEXT, -- 备注
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crm_customer_id VARCHAR(50), -- CRM系统客户ID（外部系统）
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last_contact_time timestamptz, -- 最后联系时间
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total_consultations INTEGER DEFAULT 0, -- 咨询总次数
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total_orders INTEGER DEFAULT 0, -- 订单总数
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total_amount DECIMAL(18,2) DEFAULT 0, -- 总消费金额
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satisfaction_score DECIMAL(3,2), -- 满意度评分（1-5）
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dept_path VARCHAR(255) DEFAULT NULL, -- 部门全路径
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status VARCHAR(20) DEFAULT 'active', -- 状态：active-活跃/inactive-非活跃/blacklist-黑名单
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creator VARCHAR(50) DEFAULT NULL, -- 创建者
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updater VARCHAR(50) DEFAULT NULL, -- 更新者
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create_time timestamptz NOT NULL DEFAULT now(), -- 创建时间
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update_time timestamptz DEFAULT NULL, -- 更新时间
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delete_time timestamptz DEFAULT NULL, -- 删除时间
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deleted BOOLEAN NOT NULL DEFAULT false, -- 是否删除
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PRIMARY KEY (customer_id),
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UNIQUE (optsn),
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UNIQUE (wechat_openid),
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UNIQUE (phone),
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UNIQUE (email)
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);
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CREATE INDEX idx_customer_type ON customer_service.tb_customer(customer_type) WHERE deleted = false;
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CREATE INDEX idx_customer_level ON customer_service.tb_customer(customer_level) WHERE deleted = false;
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CREATE INDEX idx_customer_wechat ON customer_service.tb_customer(wechat_openid) WHERE deleted = false;
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COMMENT ON TABLE customer_service.tb_customer IS '客户信息表';
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COMMENT ON COLUMN customer_service.tb_customer.customer_level IS '客户等级：vip/important/normal/potential';
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-- 会话表
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DROP TABLE IF EXISTS customer_service.tb_conversation CASCADE;
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CREATE TABLE customer_service.tb_conversation (
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optsn VARCHAR(50) NOT NULL, -- 流水号
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conversation_id VARCHAR(50) NOT NULL, -- 会话ID
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customer_id VARCHAR(50) NOT NULL, -- 客户ID
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conversation_type VARCHAR(30) DEFAULT 'ai', -- 会话类型：ai-AI客服/human-人工客服/transfer-转接
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channel VARCHAR(20) DEFAULT 'wechat', -- 渠道：wechat-微信/web-网页/app-应用/phone-电话
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agent_id VARCHAR(50), -- 智能体ID或客服人员ID
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agent_type VARCHAR(20) DEFAULT 'ai', -- 座席类型：ai-AI/human-人工
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session_start_time timestamptz DEFAULT now(), -- 会话开始时间
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session_end_time timestamptz, -- 会话结束时间
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duration_seconds INTEGER, -- 会话时长（秒）
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message_count INTEGER DEFAULT 0, -- 消息数量
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conversation_status VARCHAR(20) DEFAULT 'active', -- 会话状态：active-进行中/closed-已结束/transferred-已转接/timeout-超时
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satisfaction_rating INTEGER, -- 满意度评分（1-5星）
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satisfaction_feedback TEXT, -- 满意度反馈
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summary TEXT, -- 会话摘要（AI生成）
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tags TEXT[], -- 会话标签
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metadata JSONB, -- 会话元数据
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dept_path VARCHAR(255) DEFAULT NULL, -- 部门全路径
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creator VARCHAR(50) DEFAULT NULL, -- 创建者
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updater VARCHAR(50) DEFAULT NULL, -- 更新者
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create_time timestamptz NOT NULL DEFAULT now(), -- 创建时间
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update_time timestamptz DEFAULT NULL, -- 更新时间
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delete_time timestamptz DEFAULT NULL, -- 删除时间
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deleted BOOLEAN NOT NULL DEFAULT false, -- 是否删除
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PRIMARY KEY (conversation_id),
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UNIQUE (optsn),
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FOREIGN KEY (customer_id) REFERENCES customer_service.tb_customer(customer_id)
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);
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CREATE INDEX idx_conv_customer ON customer_service.tb_conversation(customer_id, session_start_time DESC) WHERE deleted = false;
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CREATE INDEX idx_conv_status ON customer_service.tb_conversation(conversation_status) WHERE deleted = false;
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CREATE INDEX idx_conv_agent ON customer_service.tb_conversation(agent_id) WHERE deleted = false;
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COMMENT ON TABLE customer_service.tb_conversation IS '会话表';
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COMMENT ON COLUMN customer_service.tb_conversation.conversation_type IS '会话类型：ai/human/transfer';
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-- 会话消息表
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DROP TABLE IF EXISTS customer_service.tb_conversation_message CASCADE;
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CREATE TABLE customer_service.tb_conversation_message (
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optsn VARCHAR(50) NOT NULL, -- 流水号
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message_id VARCHAR(50) NOT NULL, -- 消息ID
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conversation_id VARCHAR(50) NOT NULL, -- 所属会话ID
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sender_type VARCHAR(20) NOT NULL, -- 发送者类型：customer-客户/agent-座席/system-系统
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sender_id VARCHAR(50), -- 发送者ID
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message_type VARCHAR(30) NOT NULL DEFAULT 'text',-- 消息类型：text-文本/image-图片/voice-语音/video-视频/file-文件/card-卡片
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content TEXT, -- 消息内容
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content_url VARCHAR(500), -- 内容URL（图片、文件等）
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is_ai_generated BOOLEAN DEFAULT false, -- 是否AI生成
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ai_model VARCHAR(100), -- 使用的AI模型
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kb_references VARCHAR(50)[], -- 引用的知识库文档ID数组
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confidence_score DECIMAL(5,4), -- AI回答置信度
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sentiment VARCHAR(20), -- 情感分析：positive-正面/neutral-中性/negative-负面
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intent VARCHAR(100), -- 意图识别结果
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is_sensitive BOOLEAN DEFAULT false, -- 是否敏感信息
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read_status BOOLEAN DEFAULT false, -- 已读状态
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read_time timestamptz, -- 阅读时间
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metadata JSONB, -- 消息元数据
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dept_path VARCHAR(255) DEFAULT NULL, -- 部门全路径
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create_time timestamptz NOT NULL DEFAULT now(), -- 创建时间（发送时间）
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deleted BOOLEAN NOT NULL DEFAULT false, -- 是否删除
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PRIMARY KEY (message_id),
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UNIQUE (optsn),
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FOREIGN KEY (conversation_id) REFERENCES customer_service.tb_conversation(conversation_id)
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);
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CREATE INDEX idx_msg_conversation ON customer_service.tb_conversation_message(conversation_id, create_time) WHERE deleted = false;
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CREATE INDEX idx_msg_sender ON customer_service.tb_conversation_message(sender_id) WHERE deleted = false;
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COMMENT ON TABLE customer_service.tb_conversation_message IS '会话消息表';
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COMMENT ON COLUMN customer_service.tb_conversation_message.sentiment IS '情感分析：positive/neutral/negative';
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-- 工单表
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DROP TABLE IF EXISTS customer_service.tb_ticket CASCADE;
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CREATE TABLE customer_service.tb_ticket (
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optsn VARCHAR(50) NOT NULL, -- 流水号
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ticket_id VARCHAR(50) NOT NULL, -- 工单ID
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ticket_no VARCHAR(100) NOT NULL, -- 工单编号
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customer_id VARCHAR(50) NOT NULL, -- 客户ID
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conversation_id VARCHAR(50), -- 关联会话ID
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ticket_type VARCHAR(50) NOT NULL, -- 工单类型：consultation-咨询/complaint-投诉/suggestion-建议/repair-维修/installation-安装/other-其他
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ticket_category VARCHAR(100), -- 工单分类（具体业务分类）
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priority VARCHAR(20) DEFAULT 'normal', -- 优先级：urgent-紧急/high-高/normal-普通/low-低
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title VARCHAR(500) NOT NULL, -- 工单标题
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description TEXT NOT NULL, -- 问题描述
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attachments VARCHAR(50)[], -- 附件ID数组
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ticket_source VARCHAR(30) DEFAULT 'ai', -- 工单来源：ai-AI生成/manual-人工创建/system-系统自动
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assigned_to VARCHAR(50), -- 分配给（处理人）
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assigned_dept VARCHAR(50), -- 分配部门
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ticket_status VARCHAR(30) DEFAULT 'pending', -- 工单状态：pending-待处理/processing-处理中/resolved-已解决/closed-已关闭/cancelled-已取消
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resolution TEXT, -- 解决方案
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resolution_time timestamptz, -- 解决时间
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close_time timestamptz, -- 关闭时间
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response_time timestamptz, -- 首次响应时间
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sla_deadline timestamptz, -- SLA截止时间
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is_overdue BOOLEAN DEFAULT false, -- 是否逾期
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customer_rating INTEGER, -- 客户评分（1-5星）
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customer_feedback TEXT, -- 客户反馈
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crm_ticket_id VARCHAR(50), -- CRM系统工单ID（外部系统）
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sync_status VARCHAR(20) DEFAULT 'pending', -- 同步状态：pending-待同步/synced-已同步/failed-失败
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tags TEXT[], -- 工单标签
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metadata JSONB, -- 工单元数据
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dept_path VARCHAR(255) DEFAULT NULL, -- 部门全路径
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creator VARCHAR(50) DEFAULT NULL, -- 创建者
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updater VARCHAR(50) DEFAULT NULL, -- 更新者
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create_time timestamptz NOT NULL DEFAULT now(), -- 创建时间
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update_time timestamptz DEFAULT NULL, -- 更新时间
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delete_time timestamptz DEFAULT NULL, -- 删除时间
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deleted BOOLEAN NOT NULL DEFAULT false, -- 是否删除
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PRIMARY KEY (ticket_id),
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UNIQUE (optsn),
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UNIQUE (ticket_no),
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FOREIGN KEY (customer_id) REFERENCES customer_service.tb_customer(customer_id)
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);
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CREATE INDEX idx_ticket_customer ON customer_service.tb_ticket(customer_id) WHERE deleted = false;
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CREATE INDEX idx_ticket_status ON customer_service.tb_ticket(ticket_status) WHERE deleted = false;
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CREATE INDEX idx_ticket_assigned ON customer_service.tb_ticket(assigned_to) WHERE deleted = false;
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CREATE INDEX idx_ticket_priority ON customer_service.tb_ticket(priority) WHERE deleted = false;
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CREATE INDEX idx_ticket_sla ON customer_service.tb_ticket(sla_deadline) WHERE deleted = false AND is_overdue = false;
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COMMENT ON TABLE customer_service.tb_ticket IS '工单表';
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COMMENT ON COLUMN customer_service.tb_ticket.ticket_type IS '工单类型：consultation/complaint/suggestion/repair/installation/other';
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-- 工单处理记录表
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DROP TABLE IF EXISTS customer_service.tb_ticket_log CASCADE;
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CREATE TABLE customer_service.tb_ticket_log (
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optsn VARCHAR(50) NOT NULL, -- 流水号
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log_id VARCHAR(50) NOT NULL, -- 日志ID
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ticket_id VARCHAR(50) NOT NULL, -- 工单ID
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action_type VARCHAR(50) NOT NULL, -- 操作类型：create-创建/assign-分配/update-更新/comment-评论/resolve-解决/close-关闭/reopen-重开
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action_content TEXT, -- 操作内容
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old_value TEXT, -- 旧值
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new_value TEXT, -- 新值
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operator_id VARCHAR(50), -- 操作人ID
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operator_name VARCHAR(100), -- 操作人姓名
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attachments VARCHAR(50)[], -- 附件ID数组
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dept_path VARCHAR(255) DEFAULT NULL, -- 部门全路径
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create_time timestamptz NOT NULL DEFAULT now(), -- 创建时间
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PRIMARY KEY (log_id),
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UNIQUE (optsn),
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FOREIGN KEY (ticket_id) REFERENCES customer_service.tb_ticket(ticket_id)
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);
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CREATE INDEX idx_ticket_log_ticket ON customer_service.tb_ticket_log(ticket_id, create_time DESC);
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COMMENT ON TABLE customer_service.tb_ticket_log IS '工单处理记录表';
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-- FAQ表（常见问题）
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DROP TABLE IF EXISTS customer_service.tb_faq CASCADE;
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CREATE TABLE customer_service.tb_faq (
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optsn VARCHAR(50) NOT NULL, -- 流水号
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faq_id VARCHAR(50) NOT NULL, -- FAQ ID
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kb_id VARCHAR(50), -- 关联知识库ID
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category VARCHAR(100) NOT NULL, -- 分类
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question TEXT NOT NULL, -- 问题
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answer TEXT NOT NULL, -- 答案
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similar_questions TEXT[], -- 相似问题数组
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keywords TEXT[], -- 关键词数组
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hit_count INTEGER DEFAULT 0, -- 命中次数
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helpful_count INTEGER DEFAULT 0, -- 有帮助次数
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unhelpful_count INTEGER DEFAULT 0, -- 无帮助次数
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is_published BOOLEAN DEFAULT false, -- 是否发布
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priority INTEGER DEFAULT 0, -- 优先级
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dept_path VARCHAR(255) DEFAULT NULL, -- 部门全路径
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creator VARCHAR(50) DEFAULT NULL, -- 创建者
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updater VARCHAR(50) DEFAULT NULL, -- 更新者
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create_time timestamptz NOT NULL DEFAULT now(), -- 创建时间
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update_time timestamptz DEFAULT NULL, -- 更新时间
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delete_time timestamptz DEFAULT NULL, -- 删除时间
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deleted BOOLEAN NOT NULL DEFAULT false, -- 是否删除
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PRIMARY KEY (faq_id),
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UNIQUE (optsn)
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);
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CREATE INDEX idx_faq_category ON customer_service.tb_faq(category) WHERE deleted = false;
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CREATE INDEX idx_faq_published ON customer_service.tb_faq(is_published) WHERE deleted = false AND is_published = true;
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COMMENT ON TABLE customer_service.tb_faq IS 'FAQ常见问题表';
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-- 客服评价表
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DROP TABLE IF EXISTS customer_service.tb_service_evaluation CASCADE;
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CREATE TABLE customer_service.tb_service_evaluation (
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optsn VARCHAR(50) NOT NULL, -- 流水号
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evaluation_id VARCHAR(50) NOT NULL, -- 评价ID
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customer_id VARCHAR(50) NOT NULL, -- 客户ID
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conversation_id VARCHAR(50), -- 会话ID
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ticket_id VARCHAR(50), -- 工单ID
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evaluation_type VARCHAR(30) NOT NULL, -- 评价类型：conversation-会话/ticket-工单/overall-整体服务
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rating INTEGER NOT NULL, -- 评分（1-5星）
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dimensions JSONB, -- 分维度评分（JSON格式：响应速度、专业性、态度等）
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feedback TEXT, -- 评价反馈
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tags TEXT[], -- 评价标签
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is_anonymous BOOLEAN DEFAULT false, -- 是否匿名
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dept_path VARCHAR(255) DEFAULT NULL, -- 部门全路径
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create_time timestamptz NOT NULL DEFAULT now(), -- 创建时间
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deleted BOOLEAN NOT NULL DEFAULT false, -- 是否删除
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PRIMARY KEY (evaluation_id),
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UNIQUE (optsn),
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FOREIGN KEY (customer_id) REFERENCES customer_service.tb_customer(customer_id)
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);
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CREATE INDEX idx_eval_customer ON customer_service.tb_service_evaluation(customer_id) WHERE deleted = false;
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CREATE INDEX idx_eval_rating ON customer_service.tb_service_evaluation(rating) WHERE deleted = false;
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COMMENT ON TABLE customer_service.tb_service_evaluation IS '客服评价表';
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-- CRM集成配置表
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DROP TABLE IF EXISTS customer_service.tb_crm_config CASCADE;
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CREATE TABLE customer_service.tb_crm_config (
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optsn VARCHAR(50) NOT NULL, -- 流水号
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config_id VARCHAR(50) NOT NULL, -- 配置ID
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crm_system VARCHAR(50) NOT NULL, -- CRM系统名称
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api_endpoint VARCHAR(500) NOT NULL, -- API端点
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api_key VARCHAR(500), -- API密钥（加密存储）
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auth_type VARCHAR(30) DEFAULT 'api_key', -- 认证类型：api_key/oauth2/basic_auth
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sync_interval INTEGER DEFAULT 3600, -- 同步间隔（秒）
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sync_direction VARCHAR(30) DEFAULT 'bidirectional',-- 同步方向：to_crm-单向到CRM/from_crm-单向从CRM/bidirectional-双向
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field_mapping JSONB, -- 字段映射配置
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sync_enabled BOOLEAN DEFAULT false, -- 是否启用同步
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last_sync_time timestamptz, -- 最后同步时间
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dept_path VARCHAR(255) DEFAULT NULL, -- 部门全路径
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creator VARCHAR(50) DEFAULT NULL, -- 创建者
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updater VARCHAR(50) DEFAULT NULL, -- 更新者
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create_time timestamptz NOT NULL DEFAULT now(), -- 创建时间
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update_time timestamptz DEFAULT NULL, -- 更新时间
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delete_time timestamptz DEFAULT NULL, -- 删除时间
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deleted BOOLEAN NOT NULL DEFAULT false, -- 是否删除
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PRIMARY KEY (config_id),
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UNIQUE (optsn)
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);
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COMMENT ON TABLE customer_service.tb_crm_config IS 'CRM集成配置表';
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