Hermes Agent
1ad4e1ec6e
- routing-service: GET /escalations (list recent escalation attempts) - supervisor UI: new panel showing the real agent pool (status, level, tenant, skills, calls handled) fed by GET /agents, with a form to add operators to the pool - supervisor UI: new live escalation feed (AI->L2 handoffs, status, assigned operator), auto-refreshed every 5s alongside live calls
1216 lines
44 KiB
JavaScript
1216 lines
44 KiB
JavaScript
const state = {
|
||
user: 'supervisor',
|
||
role: 'supervisor',
|
||
token: null,
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||
authSource: 'local',
|
||
fullName: null,
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||
selectedRecordingId: null,
|
||
recordingPreviewUrl: null,
|
||
logLines: [],
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||
knowledge: {
|
||
categories: [],
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||
articles: [],
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||
selectedArticleId: '',
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||
lastQuery: '',
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||
},
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||
oidc: {
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||
enabled: false,
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loginPath: '/auth/oidc/start?return_mode=popup',
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providerLabel: 'Keycloak',
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},
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||
};
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const $ = (id) => document.getElementById(id);
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||
const SESSION_STORAGE_KEY = 'cc_session';
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const ROLE_LABELS = {
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admin: 'Администратор',
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supervisor: 'Супервизор',
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operator: 'Оператор',
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analyst: 'Аналитик',
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};
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function destinationForRole(role) {
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if (role === 'admin') {
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return '/admin';
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}
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if (role === 'supervisor') {
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return '/supervisor';
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}
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if (role === 'analyst') {
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return '/analyst';
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||
}
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return '/operator';
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}
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function applyRoleNavigation() {
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||
document.querySelectorAll('[data-shell]').forEach((link) => {
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const allowed = (link.dataset.roles || '')
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.split(',')
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.map((item) => item.trim())
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.filter(Boolean);
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link.style.display = !allowed.length || allowed.includes(state.role) ? '' : 'none';
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});
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}
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function ensurePageAccess() {
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const allowed = ['admin', 'supervisor'];
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if (!allowed.includes(state.role)) {
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window.location.href = destinationForRole(state.role);
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return false;
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||
}
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return true;
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||
}
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function persistSession() {
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||
window.localStorage.setItem(
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SESSION_STORAGE_KEY,
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JSON.stringify({
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||
access_token: state.token,
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user: state.user,
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||
role: state.role,
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auth_source: state.authSource,
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full_name: state.fullName,
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}),
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);
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}
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function clearStoredSession() {
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window.localStorage.removeItem(SESSION_STORAGE_KEY);
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}
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||
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function restoreStoredSession() {
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const raw = window.localStorage.getItem(SESSION_STORAGE_KEY);
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||
if (!raw) {
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return false;
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||
}
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try {
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const payload = JSON.parse(raw);
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||
if (!payload?.access_token) {
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clearStoredSession();
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return false;
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}
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state.token = payload.access_token;
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state.user = payload.user || state.user;
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state.role = payload.role || state.role;
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state.authSource = payload.auth_source || 'local';
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state.fullName = payload.full_name || null;
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$('sessionUser').value = state.user;
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$('sessionRole').value = state.role;
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if ($('authPanel')) {
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$('authPanel').style.display = 'none';
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}
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updateProfileMeta();
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applyRoleNavigation();
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return true;
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||
} catch {
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clearStoredSession();
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return false;
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||
}
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}
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function logout() {
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if (state.recordingPreviewUrl) {
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URL.revokeObjectURL(state.recordingPreviewUrl);
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state.recordingPreviewUrl = null;
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}
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clearStoredSession();
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window.location.href = '/';
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}
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function syncSessionFromInputs() {
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state.user = $('sessionUser').value.trim() || 'supervisor';
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state.role = $('sessionRole').value || 'supervisor';
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}
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function log(message, payload) {
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const ts = new Date().toLocaleTimeString();
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const suffix = payload ? ` ${JSON.stringify(payload)}` : '';
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state.logLines.unshift(`[${ts}] ${message}${suffix}`);
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state.logLines = state.logLines.slice(0, 14);
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$('eventLog').textContent = state.logLines.join('\n');
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}
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function escapeHtml(value) {
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return String(value ?? '')
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.replaceAll('&', '&')
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.replaceAll('<', '<')
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||
.replaceAll('>', '>')
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||
.replaceAll('"', '"')
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||
.replaceAll("'", ''');
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||
}
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function renderSummaryCard(label, value, note = '') {
|
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return `
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<div class="summary-card">
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<div class="summary-label">${label}</div>
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<div class="summary-value">${value}</div>
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${note ? `<div class="summary-note">${note}</div>` : ''}
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</div>
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`;
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}
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function updateProfileMeta() {
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const profileName = $('profileName');
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const profileRole = $('profileRole');
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if (!profileName || !profileRole) {
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return;
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}
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profileName.textContent = state.fullName || state.user || 'Пользователь KonturCC';
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profileRole.textContent = ROLE_LABELS[state.role] || state.role || 'Пользователь';
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}
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function updateSessionInfo(extra = '') {
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if (!state.token) {
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$('sessionInfo').textContent = 'Токен: отсутствует';
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return;
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}
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const source = state.authSource === 'oidc' ? 'корпоративный' : 'локальный';
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$('sessionInfo').textContent = `Токен активен | роль: ${state.role} | вход: ${source}${extra ? ` | ${extra}` : ''}`;
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}
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function applyAuthenticatedSession(data) {
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state.token = data.access_token;
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state.role = data.role;
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state.user = data.username || state.user;
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state.authSource = data.auth_source || 'local';
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state.fullName = data.full_name || null;
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$('sessionUser').value = state.user;
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$('sessionRole').value = data.role;
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updateSessionInfo(data.provider ? `провайдер: ${data.provider}` : '');
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updateProfileMeta();
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persistSession();
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applyRoleNavigation();
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}
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async function api(service, path, options = {}) {
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syncSessionFromInputs();
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const headers = {
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'Content-Type': 'application/json',
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'X-User': state.user,
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'X-Role': state.role,
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...(options.headers || {}),
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};
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if (state.token) {
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headers.Authorization = `Bearer ${state.token}`;
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}
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const response = await fetch(`/proxy/${service}/${path}`, { ...options, headers });
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let data;
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try {
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data = await response.json();
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} catch {
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data = { error: 'Сервис вернул ответ не в JSON-формате' };
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}
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if (!response.ok) {
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if (response.status === 401 && state.token) {
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state.token = null;
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state.authSource = 'local';
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clearStoredSession();
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updateSessionInfo('требуется повторный вход');
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window.location.href = '/';
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}
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throw new Error(`${response.status}: ${JSON.stringify(data)}`);
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}
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return data;
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}
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async function fetchBinary(service, path) {
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syncSessionFromInputs();
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const headers = {
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'X-User': state.user,
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'X-Role': state.role,
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};
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if (state.token) {
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headers.Authorization = `Bearer ${state.token}`;
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}
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const response = await fetch(`/proxy/${service}/${path}`, {
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method: 'GET',
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headers,
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});
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if (!response.ok) {
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const detail = await response.text();
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if (response.status === 401 && state.token) {
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state.token = null;
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state.authSource = 'local';
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clearStoredSession();
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updateSessionInfo('требуется повторный вход');
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window.location.href = '/';
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}
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throw new Error(`${response.status}: ${detail}`);
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}
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return response;
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}
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async function checkGateway() {
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try {
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const response = await fetch('/health');
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const data = await response.json();
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$('gatewayStatus').textContent = `Шлюз: ${data.status === 'ok' ? 'готов' : data.status}`;
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} catch {
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$('gatewayStatus').textContent = 'Шлюз: недоступен';
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}
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}
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async function loadOidcConfig() {
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try {
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const response = await fetch('/proxy/auth/auth/oidc/config');
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const data = await response.json();
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state.oidc.enabled = Boolean(data.enabled);
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state.oidc.loginPath = data.login_path || '/auth/oidc/start?return_mode=popup';
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state.oidc.providerLabel = data.provider_label || 'Keycloak';
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$('corporateLoginBtn').disabled = !state.oidc.enabled;
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$('corporateLoginBtn').textContent = state.oidc.enabled
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? `Корпоративный вход (${state.oidc.providerLabel})`
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: 'Корпоративный вход недоступен';
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} catch {
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$('corporateLoginBtn').disabled = true;
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$('corporateLoginBtn').textContent = 'Корпоративный вход недоступен';
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}
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}
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function startCorporateLogin() {
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if (!state.oidc.enabled) {
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log('Корпоративный вход недоступен');
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return;
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}
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const popup = window.open(`/proxy/auth${state.oidc.loginPath}`, 'oidc-login', 'width=620,height=760');
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if (!popup) {
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log('Не удалось открыть окно корпоративного входа');
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return;
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}
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log('Открыт корпоративный вход', { provider: state.oidc.providerLabel });
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}
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function handleOidcMessage(event) {
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if (!event?.data || typeof event.data !== 'object') {
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return;
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}
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if (event.data.type === 'oidc-login' && event.data.access_token) {
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applyAuthenticatedSession(event.data);
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log('Корпоративный вход выполнен', { user: state.user, role: state.role });
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return;
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}
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if (event.data.type === 'oidc-error') {
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log('Корпоративный вход не выполнен', { error: event.data.message || 'неизвестно' });
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updateSessionInfo(`ошибка SSO: ${event.data.message || 'неизвестно'}`);
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}
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}
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async function login() {
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syncSessionFromInputs();
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try {
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const data = await api('auth', 'auth/login', {
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method: 'POST',
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body: JSON.stringify({
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||
username: state.user,
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password: $('sessionPassword').value,
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}),
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});
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applyAuthenticatedSession({ ...data, username: state.user, auth_source: data.auth_source || 'local' });
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log('Локальный вход выполнен', { user: state.user, role: data.role });
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||
} catch (err) {
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||
$('sessionInfo').textContent = `Ошибка входа: ${err.message}`;
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log('Вход не выполнен', { error: err.message });
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}
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}
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||
|
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function renderRealtime(data) {
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||
const agents = data?.agents || {};
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const byState = agents.by_state || {};
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||
const firstQueue = (data?.queues || [])[0] || {};
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||
$('realtimeSummary').innerHTML = [
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renderSummaryCard('Агентов', Number(agents.total || 0), 'Текущее состояние команды'),
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||
renderSummaryCard('Готовы', Number(byState.READY || 0), 'Свободны'),
|
||
renderSummaryCard('Заняты', Number(byState.BUSY || 0), 'В обработке'),
|
||
renderSummaryCard('Очередь', firstQueue.queue_id || 'нет', `В очереди: ${Number(firstQueue.in_queue || 0)}`),
|
||
].join('');
|
||
$('realtimeOutput').textContent = JSON.stringify(data, null, 2);
|
||
}
|
||
|
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function renderKpi(data) {
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const kpi = data?.kpi || {};
|
||
$('kpiSummary').innerHTML = [
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||
renderSummaryCard('SL', `${Number(kpi.SL || 0).toFixed(2)}%`),
|
||
renderSummaryCard('ASA', `${Number(kpi.ASA || 0).toFixed(2)} с`),
|
||
renderSummaryCard('AHT', `${Number(kpi.AHT || 0).toFixed(2)} с`),
|
||
renderSummaryCard('Потери', `${Number(kpi.Abandon || 0).toFixed(2)}%`),
|
||
renderSummaryCard('FCR', `${Number(kpi.FCR || 0).toFixed(2)}%`),
|
||
].join('');
|
||
$('kpiOutput').textContent = JSON.stringify(data, null, 2);
|
||
}
|
||
|
||
function formatTime(ts) {
|
||
if (!ts) {
|
||
return '-';
|
||
}
|
||
const date = new Date(ts);
|
||
if (Number.isNaN(date.getTime())) {
|
||
return ts;
|
||
}
|
||
return date.toLocaleString();
|
||
}
|
||
|
||
function renderLiveCalls(items) {
|
||
if (!items.length) {
|
||
$('liveCallsList').innerHTML = '<li class="empty-state">Новых звонков от Asterisk пока нет.</li>';
|
||
return;
|
||
}
|
||
|
||
$('liveCallsList').innerHTML = items
|
||
.map(
|
||
(item) => `
|
||
<li>
|
||
<strong>${item.call_id}</strong><br/>
|
||
обращение: ${item.interaction_id || '-'}<br/>
|
||
статус: ${item.status}<br/>
|
||
очередь: ${item.queue_id || '-'}<br/>
|
||
начат: ${formatTime(item.started_at)}<br/>
|
||
завершён: ${formatTime(item.ended_at)}<br/>
|
||
запись: ${item.has_recording ? 'да' : 'нет'}
|
||
</li>
|
||
`,
|
||
)
|
||
.join('');
|
||
}
|
||
|
||
function kbCategoryName(categoryId) {
|
||
const category = state.knowledge.categories.find((item) => item.category_id === categoryId);
|
||
return category?.name || categoryId || 'Без категории';
|
||
}
|
||
|
||
function kbLanguageLabel(language) {
|
||
return String(language || 'ru').toUpperCase();
|
||
}
|
||
|
||
function renderKnowledgeSummary() {
|
||
const ruCount = state.knowledge.articles.filter((item) => item.language === 'ru').length;
|
||
const kzCount = state.knowledge.articles.filter((item) => item.language === 'kz').length;
|
||
$('kbSummary').innerHTML = [
|
||
renderSummaryCard('Категорий', state.knowledge.categories.length, 'Структура базы знаний'),
|
||
renderSummaryCard('Статей', state.knowledge.articles.length, 'Текущий результат поиска'),
|
||
renderSummaryCard('RU', ruCount, 'Русские статьи в текущем срезе'),
|
||
renderSummaryCard('KZ', kzCount, 'Казахские статьи в текущем срезе'),
|
||
].join('');
|
||
}
|
||
|
||
function syncKnowledgeCategoryOptions(preferredCategoryId = '') {
|
||
const select = $('kbArticleCategory');
|
||
const currentValue = preferredCategoryId || select.value;
|
||
if (!state.knowledge.categories.length) {
|
||
select.innerHTML = '<option value="">Сначала создайте категорию</option>';
|
||
select.value = '';
|
||
return;
|
||
}
|
||
select.innerHTML = state.knowledge.categories
|
||
.map((item) => `<option value="${escapeHtml(item.category_id)}">${escapeHtml(item.name)}</option>`)
|
||
.join('');
|
||
const nextValue = state.knowledge.categories.some((item) => item.category_id === currentValue)
|
||
? currentValue
|
||
: state.knowledge.categories[0].category_id;
|
||
select.value = nextValue;
|
||
}
|
||
|
||
function renderKnowledgeCategories() {
|
||
if (!state.knowledge.categories.length) {
|
||
$('kbCategoriesList').innerHTML = '<li class="empty-state">Категории базы знаний пока не созданы.</li>';
|
||
return;
|
||
}
|
||
$('kbCategoriesList').innerHTML = state.knowledge.categories
|
||
.map(
|
||
(item) => `
|
||
<li>
|
||
<strong>${escapeHtml(item.name)}</strong><br/>
|
||
ID: ${escapeHtml(item.category_id)}<br/>
|
||
описание: ${escapeHtml(item.description || '—')}
|
||
</li>
|
||
`,
|
||
)
|
||
.join('');
|
||
}
|
||
|
||
function renderKnowledgeArticlePreview(article = null) {
|
||
$('kbArticlePreview').textContent = article ? JSON.stringify(article, null, 2) : 'Выберите статью из списка ниже.';
|
||
}
|
||
|
||
function resetKnowledgeArticleForm() {
|
||
state.knowledge.selectedArticleId = '';
|
||
$('kbArticleGroupId').value = '';
|
||
$('kbArticleLanguage').value = 'ru';
|
||
$('kbArticleTitle').value = '';
|
||
$('kbArticleTags').value = '';
|
||
$('kbArticleBody').value = '';
|
||
$('saveKbArticleBtn').textContent = 'Сохранить статью';
|
||
$('kbFormHint').textContent = 'Создайте новую статью или выберите существующую для редактирования.';
|
||
syncKnowledgeCategoryOptions();
|
||
renderKnowledgeArticlePreview(null);
|
||
}
|
||
|
||
function fillKnowledgeArticleForm(article) {
|
||
if (!article) {
|
||
resetKnowledgeArticleForm();
|
||
return;
|
||
}
|
||
state.knowledge.selectedArticleId = article.article_id;
|
||
$('kbArticleGroupId').value = article.article_group_id || '';
|
||
$('kbArticleLanguage').value = article.language || 'ru';
|
||
$('kbArticleTitle').value = article.title || '';
|
||
$('kbArticleTags').value = Array.isArray(article.tags) ? article.tags.join(', ') : '';
|
||
$('kbArticleBody').value = article.body || '';
|
||
syncKnowledgeCategoryOptions(article.category_id || '');
|
||
$('saveKbArticleBtn').textContent = 'Обновить статью';
|
||
$('kbFormHint').textContent = `Редактирование статьи: ${article.title || article.article_id}`;
|
||
renderKnowledgeArticlePreview(article);
|
||
}
|
||
|
||
function renderKnowledgeArticles() {
|
||
renderKnowledgeSummary();
|
||
if (!state.knowledge.articles.length) {
|
||
$('kbArticlesList').innerHTML = '<li class="empty-state">Статьи базы знаний не найдены.</li>';
|
||
return;
|
||
}
|
||
$('kbArticlesList').innerHTML = state.knowledge.articles
|
||
.map((item) => {
|
||
const tags = Array.isArray(item.tags) && item.tags.length ? item.tags.join(', ') : '—';
|
||
return `
|
||
<li>
|
||
<strong>${escapeHtml(item.title)}</strong><br/>
|
||
категория: ${escapeHtml(kbCategoryName(item.category_id))}<br/>
|
||
язык: ${escapeHtml(kbLanguageLabel(item.language))}<br/>
|
||
ID группы: ${escapeHtml(item.article_group_id || item.article_id)}<br/>
|
||
теги: ${escapeHtml(tags)}<br/>
|
||
<button class="btn ghost" type="button" data-kb-article-id="${escapeHtml(item.article_id)}">Открыть</button>
|
||
</li>
|
||
`;
|
||
})
|
||
.join('');
|
||
}
|
||
|
||
function knowledgeArticlePayloadFromForm() {
|
||
return {
|
||
category_id: $('kbArticleCategory').value.trim(),
|
||
article_group_id: $('kbArticleGroupId').value.trim() || null,
|
||
language: $('kbArticleLanguage').value.trim() || 'ru',
|
||
title: $('kbArticleTitle').value.trim(),
|
||
body: $('kbArticleBody').value.trim(),
|
||
tags: $('kbArticleTags').value
|
||
.split(',')
|
||
.map((item) => item.trim())
|
||
.filter(Boolean),
|
||
};
|
||
}
|
||
|
||
async function loadKnowledgeCategories(silent = false) {
|
||
const data = await api('kb', 'knowledge/categories');
|
||
state.knowledge.categories = Array.isArray(data) ? data : [];
|
||
syncKnowledgeCategoryOptions();
|
||
renderKnowledgeCategories();
|
||
renderKnowledgeSummary();
|
||
if (!silent) {
|
||
log('Категории базы знаний обновлены', { count: state.knowledge.categories.length });
|
||
}
|
||
}
|
||
|
||
async function loadKnowledgeArticles(silent = false) {
|
||
const query = $('kbSearchQuery').value.trim();
|
||
const params = new URLSearchParams({ q: query, limit: '100' });
|
||
const data = await api('kb', `knowledge/search?${params.toString()}`);
|
||
state.knowledge.articles = Array.isArray(data) ? data : [];
|
||
state.knowledge.lastQuery = query;
|
||
renderKnowledgeArticles();
|
||
if (state.knowledge.selectedArticleId) {
|
||
const selected = state.knowledge.articles.find((item) => item.article_id === state.knowledge.selectedArticleId);
|
||
if (selected) {
|
||
renderKnowledgeArticlePreview(selected);
|
||
}
|
||
}
|
||
if (!silent) {
|
||
log('Статьи базы знаний обновлены', { count: state.knowledge.articles.length, query });
|
||
}
|
||
}
|
||
|
||
async function refreshKnowledgeBase(silent = false) {
|
||
try {
|
||
await loadKnowledgeCategories(true);
|
||
await loadKnowledgeArticles(true);
|
||
if (!silent) {
|
||
log('База знаний обновлена', {
|
||
categories: state.knowledge.categories.length,
|
||
articles: state.knowledge.articles.length,
|
||
});
|
||
}
|
||
} catch (err) {
|
||
$('kbCategoriesList').innerHTML = '<li class="empty-state">Не удалось загрузить категории базы знаний.</li>';
|
||
$('kbArticlesList').innerHTML = '<li class="empty-state">Не удалось загрузить статьи базы знаний.</li>';
|
||
$('kbArticlePreview').textContent = `Ошибка базы знаний: ${err.message}`;
|
||
if (!silent) {
|
||
log('Не удалось обновить базу знаний', { error: err.message });
|
||
}
|
||
}
|
||
}
|
||
|
||
async function createKnowledgeCategory() {
|
||
const name = $('kbCategoryName').value.trim();
|
||
const description = $('kbCategoryDescription').value.trim();
|
||
if (!name) {
|
||
$('kbFormHint').textContent = 'Укажите название категории перед сохранением.';
|
||
return;
|
||
}
|
||
try {
|
||
const created = await api('kb', 'knowledge/categories', {
|
||
method: 'POST',
|
||
body: JSON.stringify({ name, description }),
|
||
});
|
||
$('kbCategoryName').value = '';
|
||
$('kbCategoryDescription').value = '';
|
||
await loadKnowledgeCategories(true);
|
||
syncKnowledgeCategoryOptions(created.category_id);
|
||
renderKnowledgeCategories();
|
||
renderKnowledgeSummary();
|
||
$('kbFormHint').textContent = `Категория создана: ${created.name}`;
|
||
log('Категория базы знаний создана', { category_id: created.category_id, name: created.name });
|
||
} catch (err) {
|
||
$('kbFormHint').textContent = `Не удалось создать категорию: ${err.message}`;
|
||
log('Не удалось создать категорию базы знаний', { error: err.message });
|
||
}
|
||
}
|
||
|
||
async function saveKnowledgeArticle() {
|
||
const payload = knowledgeArticlePayloadFromForm();
|
||
if (!payload.category_id) {
|
||
$('kbFormHint').textContent = 'Сначала создайте или выберите категорию.';
|
||
return;
|
||
}
|
||
if (!payload.title || !payload.body) {
|
||
$('kbFormHint').textContent = 'Заполните заголовок и текст статьи.';
|
||
return;
|
||
}
|
||
try {
|
||
const articleId = state.knowledge.selectedArticleId;
|
||
const data = articleId
|
||
? await api('kb', `knowledge/articles/${encodeURIComponent(articleId)}`, {
|
||
method: 'PATCH',
|
||
body: JSON.stringify({
|
||
article_group_id: payload.article_group_id,
|
||
language: payload.language,
|
||
title: payload.title,
|
||
body: payload.body,
|
||
tags: payload.tags,
|
||
}),
|
||
})
|
||
: await api('kb', 'knowledge/articles', {
|
||
method: 'POST',
|
||
body: JSON.stringify(payload),
|
||
});
|
||
await loadKnowledgeArticles(true);
|
||
fillKnowledgeArticleForm(data);
|
||
$('kbFormHint').textContent = articleId ? `Статья обновлена: ${data.title}` : `Статья создана: ${data.title}`;
|
||
log(articleId ? 'Статья базы знаний обновлена' : 'Статья базы знаний создана', { article_id: data.article_id, title: data.title });
|
||
} catch (err) {
|
||
$('kbFormHint').textContent = `Не удалось сохранить статью: ${err.message}`;
|
||
log('Не удалось сохранить статью базы знаний', { error: err.message });
|
||
}
|
||
}
|
||
|
||
function openKnowledgeArticleFromList(event) {
|
||
const button = event.target.closest('[data-kb-article-id]');
|
||
if (!button) {
|
||
return;
|
||
}
|
||
const articleId = button.dataset.kbArticleId || '';
|
||
const article = state.knowledge.articles.find((item) => item.article_id === articleId);
|
||
if (!article) {
|
||
return;
|
||
}
|
||
fillKnowledgeArticleForm(article);
|
||
}
|
||
|
||
async function loadLiveCalls(silent = false) {
|
||
try {
|
||
const data = await api('supervisor', 'supervisor/live-calls?limit=20');
|
||
const items = Array.isArray(data?.items) ? data.items : [];
|
||
renderLiveCalls(items);
|
||
if (!silent) {
|
||
log('Лента звонков обновлена', { count: items.length });
|
||
}
|
||
} catch (err) {
|
||
$('liveCallsList').innerHTML = '<li class="empty-state">Не удалось загрузить звонки.</li>';
|
||
if (!silent) {
|
||
log('Не удалось обновить ленту звонков', { error: err.message });
|
||
}
|
||
}
|
||
}
|
||
|
||
async function loadRealtime() {
|
||
try {
|
||
const data = await api('supervisor', 'supervisor/realtime');
|
||
renderRealtime(data);
|
||
log('Оперативный срез обновлён', { agents: data?.agents?.total || 0 });
|
||
} catch (err) {
|
||
$('realtimeOutput').textContent = err.message;
|
||
log('Не удалось обновить оперативный срез', { error: err.message });
|
||
}
|
||
}
|
||
|
||
async function loadKpi() {
|
||
try {
|
||
const queueId = encodeURIComponent($('queueMetricId').value.trim() || 'line2');
|
||
const data = await api('reporting', `reports/kpi?queue_id=${queueId}`);
|
||
renderKpi(data);
|
||
log('KPI обновлены', data?.kpi || {});
|
||
} catch (err) {
|
||
$('kpiOutput').textContent = err.message;
|
||
log('Не удалось обновить KPI', { error: err.message });
|
||
}
|
||
}
|
||
|
||
async function loadAgents() {
|
||
try {
|
||
const data = await api('supervisor', 'supervisor/agents');
|
||
if (!data.length) {
|
||
$('agentsList').innerHTML = '<li class="empty-state">Агенты пока не зафиксированы.</li>';
|
||
return;
|
||
}
|
||
$('agentsList').innerHTML = data
|
||
.map((item) => `<li><strong>${item.agent_id}</strong><br/>статус: ${item.state}<br/>очередь: ${item.queue_id || 'не указана'}</li>`)
|
||
.join('');
|
||
log('Список агентов обновлён', { count: data.length });
|
||
} catch (err) {
|
||
$('agentsList').innerHTML = '<li class="empty-state">Не удалось загрузить агентов.</li>';
|
||
log('Не удалось загрузить агентов', { error: err.message });
|
||
}
|
||
}
|
||
|
||
async function setAgentState() {
|
||
try {
|
||
const data = await api('supervisor', 'supervisor/agent-states', {
|
||
method: 'POST',
|
||
body: JSON.stringify({
|
||
agent_id: $('agentId').value.trim() || 'supervisor_demo_agent',
|
||
state: $('agentState').value,
|
||
queue_id: $('agentQueueId').value.trim() || null,
|
||
}),
|
||
});
|
||
log('Статус агента обновлён', { agent_id: data.agent_id, state: data.state });
|
||
await Promise.all([loadAgents(), loadRealtime()]);
|
||
} catch (err) {
|
||
log('Не удалось обновить статус агента', { error: err.message });
|
||
}
|
||
}
|
||
|
||
const AGENT_STATUS_LABELS = {
|
||
AVAILABLE: 'Свободен',
|
||
RESERVED: 'Зарезервирован',
|
||
RINGING: 'Звонок идёт',
|
||
TALKING: 'На линии',
|
||
AFTER_CALL_WORK: 'Постобработка',
|
||
PAUSED: 'Пауза',
|
||
OFFLINE: 'Offline',
|
||
};
|
||
|
||
const AGENT_STATUS_TONE = {
|
||
AVAILABLE: 'is-success',
|
||
RESERVED: 'is-warning',
|
||
RINGING: 'is-warning',
|
||
TALKING: 'is-success',
|
||
AFTER_CALL_WORK: 'is-warning',
|
||
PAUSED: 'is-muted',
|
||
OFFLINE: 'is-danger',
|
||
};
|
||
|
||
const ESCALATION_STATUS_LABELS = {
|
||
requested: 'Запрошена',
|
||
ringing: 'Дозвон оператора',
|
||
completed: 'Завершена',
|
||
failed: 'Не удалась',
|
||
};
|
||
|
||
const ESCALATION_STATUS_TONE = {
|
||
requested: 'is-warning',
|
||
ringing: 'is-warning',
|
||
completed: 'is-success',
|
||
failed: 'is-danger',
|
||
};
|
||
|
||
function statusBadge(labels, tones, value) {
|
||
const label = labels[value] || value || 'неизвестно';
|
||
const tone = tones[value] || 'is-muted';
|
||
return `<span class="status-badge ${tone}">${escapeHtml(label)}</span>`;
|
||
}
|
||
|
||
function renderCallAgents(items) {
|
||
const byStatus = {};
|
||
items.forEach((item) => {
|
||
byStatus[item.status] = (byStatus[item.status] || 0) + 1;
|
||
});
|
||
$('callAgentsSummary').innerHTML = [
|
||
renderSummaryCard('Всего в пуле', items.length, 'Операторы L2/L3'),
|
||
renderSummaryCard('Свободны', byStatus.AVAILABLE || 0, 'Могут принять звонок сейчас'),
|
||
renderSummaryCard('На линии', (byStatus.TALKING || 0) + (byStatus.RINGING || 0) + (byStatus.RESERVED || 0), 'Заняты звонком или дозвоном'),
|
||
renderSummaryCard('Offline', byStatus.OFFLINE || 0, 'Недоступны'),
|
||
].join('');
|
||
|
||
if (!items.length) {
|
||
$('callAgentsList').innerHTML = '<li class="empty-state">Пул пуст. Добавьте оператора ниже.</li>';
|
||
return;
|
||
}
|
||
|
||
$('callAgentsList').innerHTML = items
|
||
.map(
|
||
(item) => `
|
||
<li class="agent-pool-item">
|
||
<strong>${escapeHtml(item.display_name)} · вн. ${escapeHtml(item.extension)}</strong>
|
||
${statusBadge(AGENT_STATUS_LABELS, AGENT_STATUS_TONE, item.status)}
|
||
<span class="status-badge is-muted">${escapeHtml(item.level)}</span>
|
||
${item.enabled ? '' : '<span class="status-badge is-danger">отключён</span>'}
|
||
<span class="agent-pool-meta">tenant: ${escapeHtml((item.tenant_ids || []).join(', ') || '-')}</span>
|
||
<span class="agent-pool-meta">навыки: ${escapeHtml((item.skills || []).join(', ') || '-')}</span>
|
||
<span class="agent-pool-meta">принято звонков: ${Number(item.calls_handled_count || 0)}</span>
|
||
${item.current_call_id ? `<span class="agent-pool-meta">текущий звонок: ${escapeHtml(item.current_call_id)}</span>` : ''}
|
||
</li>
|
||
`,
|
||
)
|
||
.join('');
|
||
}
|
||
|
||
async function loadCallAgents(silent = false) {
|
||
try {
|
||
const data = await api('routing', 'agents');
|
||
renderCallAgents(Array.isArray(data) ? data : []);
|
||
if (!silent) {
|
||
log('Пул L2-операторов обновлён', { count: data.length });
|
||
}
|
||
} catch (err) {
|
||
$('callAgentsList').innerHTML = '<li class="empty-state">Не удалось загрузить пул операторов.</li>';
|
||
if (!silent) {
|
||
log('Не удалось загрузить пул операторов', { error: err.message });
|
||
}
|
||
}
|
||
}
|
||
|
||
async function createCallAgent() {
|
||
try {
|
||
const extension = $('newAgentExtension').value.trim();
|
||
if (!extension) {
|
||
log('Укажите внутренний номер оператора');
|
||
return;
|
||
}
|
||
const skills = $('newAgentSkills').value
|
||
.split(',')
|
||
.map((item) => item.trim())
|
||
.filter(Boolean);
|
||
const tenantId = $('newAgentTenant').value.trim();
|
||
const data = await api('routing', 'agents', {
|
||
method: 'POST',
|
||
body: JSON.stringify({
|
||
extension,
|
||
display_name: $('newAgentDisplayName').value.trim() || `Оператор ${extension}`,
|
||
level: $('newAgentLevel').value,
|
||
tenant_ids: tenantId ? [tenantId] : [],
|
||
skills,
|
||
max_concurrent_calls: 1,
|
||
enabled: true,
|
||
}),
|
||
});
|
||
log('Оператор добавлен в пул', { agent_id: data.agent_id, extension: data.extension });
|
||
$('newAgentExtension').value = '';
|
||
$('newAgentDisplayName').value = '';
|
||
$('newAgentSkills').value = '';
|
||
await loadCallAgents();
|
||
} catch (err) {
|
||
log('Не удалось добавить оператора', { error: err.message });
|
||
}
|
||
}
|
||
|
||
function renderEscalations(items) {
|
||
const byStatus = {};
|
||
items.forEach((item) => {
|
||
byStatus[item.status] = (byStatus[item.status] || 0) + 1;
|
||
});
|
||
$('escalationsSummary').innerHTML = [
|
||
renderSummaryCard('Активных', (byStatus.requested || 0) + (byStatus.ringing || 0), 'Ждут/дозваниваются до оператора'),
|
||
renderSummaryCard('Завершено', byStatus.completed || 0, 'Успешно приняты оператором'),
|
||
renderSummaryCard('Не удалось', byStatus.failed || 0, 'Свободного оператора не нашлось'),
|
||
].join('');
|
||
|
||
if (!items.length) {
|
||
$('escalationsList').innerHTML = '<li class="empty-state">Эскалаций пока не было.</li>';
|
||
return;
|
||
}
|
||
|
||
$('escalationsList').innerHTML = items
|
||
.map(
|
||
(item) => `
|
||
<li class="escalation-item">
|
||
<strong>звонок ${escapeHtml(item.call_id)}</strong>
|
||
${statusBadge(ESCALATION_STATUS_LABELS, ESCALATION_STATUS_TONE, item.status)}
|
||
<span class="status-badge is-muted">${escapeHtml(item.from_level)} → ${escapeHtml(item.to_level)}</span>
|
||
<span class="escalation-meta">причина: ${escapeHtml(item.reason_code || '-')}</span>
|
||
<span class="escalation-meta">оператор: ${escapeHtml(item.assigned_agent_id || 'не назначен')}</span>
|
||
<span class="escalation-meta">запрошена: ${formatTime(item.requested_at)}</span>
|
||
${item.summary ? `<span class="escalation-meta">тема: ${escapeHtml(item.summary)}</span>` : ''}
|
||
</li>
|
||
`,
|
||
)
|
||
.join('');
|
||
}
|
||
|
||
async function loadEscalations(silent = false) {
|
||
try {
|
||
const data = await api('routing', 'escalations?limit=30');
|
||
renderEscalations(Array.isArray(data) ? data : []);
|
||
if (!silent) {
|
||
log('Лента эскалаций обновлена', { count: data.length });
|
||
}
|
||
} catch (err) {
|
||
$('escalationsList').innerHTML = '<li class="empty-state">Не удалось загрузить эскалации.</li>';
|
||
if (!silent) {
|
||
log('Не удалось загрузить эскалации', { error: err.message });
|
||
}
|
||
}
|
||
}
|
||
|
||
async function saveQueueMetrics() {
|
||
try {
|
||
const queueId = encodeURIComponent($('queueMetricId').value.trim() || 'line2');
|
||
const inQueue = Number($('queueInQueue').value || 0);
|
||
const avgWait = Number($('queueAvgWait').value || 0);
|
||
const data = await api(
|
||
'supervisor',
|
||
`supervisor/queue-metrics?queue_id=${queueId}&in_queue=${inQueue}&avg_wait_seconds=${avgWait}`,
|
||
{ method: 'POST' },
|
||
);
|
||
$('queueMetricsOutput').textContent = JSON.stringify(data, null, 2);
|
||
log('Показатели очереди обновлены', { queue_id: data.queue_id, in_queue: data.in_queue });
|
||
await Promise.all([loadRealtime(), loadKpi()]);
|
||
} catch (err) {
|
||
$('queueMetricsOutput').textContent = err.message;
|
||
log('Не удалось обновить очередь', { error: err.message });
|
||
}
|
||
}
|
||
|
||
function setRecordingPreviewEmpty(message) {
|
||
$('recordingMetaOutput').textContent = message || '';
|
||
$('recordingSelectionHint').textContent = message || 'Выберите запись для предпросмотра.';
|
||
$('recordingPlayer').removeAttribute('src');
|
||
$('recordingPlayer').load();
|
||
$('downloadRecordingBtn').disabled = true;
|
||
state.selectedRecordingId = null;
|
||
if (state.recordingPreviewUrl) {
|
||
URL.revokeObjectURL(state.recordingPreviewUrl);
|
||
state.recordingPreviewUrl = null;
|
||
}
|
||
}
|
||
|
||
function renderRecordingsList(data) {
|
||
if (!data.length) {
|
||
$('recordingsList').innerHTML = '<li class="empty-state">Записи не найдены.</li>';
|
||
setRecordingPreviewEmpty('По текущим фильтрам записи не найдены.');
|
||
return;
|
||
}
|
||
|
||
$('recordingsList').innerHTML = data
|
||
.map(
|
||
(item) => `
|
||
<li>
|
||
<strong>${item.recording_id}</strong><br/>
|
||
звонок: ${item.call_id}<br/>
|
||
файл: ${item.file_name}<br/>
|
||
статус: ${item.status}
|
||
<div class="actions compact-actions">
|
||
<button type="button" class="btn ghost recording-open-btn" data-recording-id="${item.recording_id}">Открыть</button>
|
||
</div>
|
||
</li>
|
||
`,
|
||
)
|
||
.join('');
|
||
|
||
document.querySelectorAll('.recording-open-btn').forEach((button) => {
|
||
button.addEventListener('click', () => {
|
||
void openRecording(button.dataset.recordingId || '');
|
||
});
|
||
});
|
||
}
|
||
|
||
function renderRecordingMeta(data) {
|
||
$('recordingMetaOutput').textContent = JSON.stringify(data, null, 2);
|
||
$('recordingSelectionHint').textContent = `Выбрано: ${data.recording_id} | статус: ${data.status}`;
|
||
$('downloadRecordingBtn').disabled = false;
|
||
}
|
||
|
||
async function loadRecordings() {
|
||
try {
|
||
const params = new URLSearchParams();
|
||
const callId = $('recordingCallId').value.trim();
|
||
const interactionId = $('recordingInteractionId').value.trim();
|
||
const status = $('recordingStatus').value;
|
||
if (callId) {
|
||
params.set('call_id', callId);
|
||
}
|
||
if (interactionId) {
|
||
params.set('interaction_id', interactionId);
|
||
}
|
||
if (status) {
|
||
params.set('status', status);
|
||
}
|
||
params.set('limit', '50');
|
||
|
||
const suffix = params.toString() ? `?${params.toString()}` : '';
|
||
const data = await api('recording', `recordings${suffix}`);
|
||
renderRecordingsList(data);
|
||
log('Список записей обновлён', { count: data.length });
|
||
} catch (err) {
|
||
$('recordingsList').innerHTML = '<li class="empty-state">Не удалось загрузить записи.</li>';
|
||
setRecordingPreviewEmpty(`Ошибка: ${err.message}`);
|
||
log('Не удалось загрузить записи', { error: err.message });
|
||
}
|
||
}
|
||
|
||
async function loadRecordingPreview(recordingId) {
|
||
const response = await fetchBinary('recording', `recordings/${encodeURIComponent(recordingId)}/content?disposition=inline`);
|
||
const blob = await response.blob();
|
||
if (state.recordingPreviewUrl) {
|
||
URL.revokeObjectURL(state.recordingPreviewUrl);
|
||
}
|
||
state.recordingPreviewUrl = URL.createObjectURL(blob);
|
||
$('recordingPlayer').src = state.recordingPreviewUrl;
|
||
$('recordingPlayer').load();
|
||
}
|
||
|
||
async function openRecording(recordingId) {
|
||
if (!recordingId) {
|
||
return;
|
||
}
|
||
try {
|
||
const data = await api('recording', `recordings/${encodeURIComponent(recordingId)}`);
|
||
state.selectedRecordingId = recordingId;
|
||
renderRecordingMeta(data);
|
||
await loadRecordingPreview(recordingId);
|
||
log('Запись открыта', { recording_id: recordingId });
|
||
} catch (err) {
|
||
setRecordingPreviewEmpty(`Не удалось открыть запись: ${err.message}`);
|
||
log('Не удалось открыть запись', { error: err.message });
|
||
}
|
||
}
|
||
|
||
async function resolveRecordingEvent(rawValue) {
|
||
const value = (rawValue || '').trim();
|
||
if (!value) {
|
||
return null;
|
||
}
|
||
|
||
const events = await api('voice', 'integrations/voice/events?limit=300');
|
||
if (value.startsWith('vev_')) {
|
||
const direct = events.find((item) => item.event_id === value) || null;
|
||
return direct ? { eventId: value, event: direct } : { eventId: value, event: null };
|
||
}
|
||
|
||
const recordingEvents = events.filter((item) => item.event_type === 'recording.ready');
|
||
for (let i = recordingEvents.length - 1; i >= 0; i -= 1) {
|
||
const item = recordingEvents[i];
|
||
if (item.interaction_id === value || item.call_id === value) {
|
||
return { eventId: item.event_id, event: item };
|
||
}
|
||
}
|
||
return null;
|
||
}
|
||
|
||
async function resolveVoiceContext(rawValue) {
|
||
const value = (rawValue || '').trim();
|
||
if (!value) {
|
||
return null;
|
||
}
|
||
const events = await api('voice', 'integrations/voice/events?limit=300');
|
||
const matches = events.filter(
|
||
(item) => item.event_id === value || item.interaction_id === value || item.call_id === value,
|
||
);
|
||
if (!matches.length) {
|
||
return null;
|
||
}
|
||
return matches[matches.length - 1];
|
||
}
|
||
|
||
async function importRecording() {
|
||
const rawInput = $('recordingEventId').value.trim();
|
||
if (!rawInput) {
|
||
setRecordingPreviewEmpty('Укажите ID voice_event, обращения или звонка перед импортом.');
|
||
return;
|
||
}
|
||
try {
|
||
const resolved = await resolveRecordingEvent(rawInput);
|
||
if (!resolved?.eventId) {
|
||
const ctx = await resolveVoiceContext(rawInput);
|
||
const callId = ctx?.call_id || '';
|
||
const interactionId = ctx?.interaction_id || '';
|
||
if (callId) {
|
||
$('recordingCallId').value = callId;
|
||
}
|
||
if (interactionId) {
|
||
$('recordingInteractionId').value = interactionId;
|
||
}
|
||
|
||
if (callId) {
|
||
const existing = await api('recording', `recordings?call_id=${encodeURIComponent(callId)}&limit=10`);
|
||
if (Array.isArray(existing) && existing.length) {
|
||
await loadRecordings();
|
||
await openRecording(existing[0].recording_id);
|
||
log('Запись уже импортирована автоматически', { call_id: callId, recording_id: existing[0].recording_id });
|
||
return;
|
||
}
|
||
}
|
||
|
||
const reason = ctx?.event_type === 'call.started'
|
||
? 'Звонок ещё активен или только что завершился. Подождите 5-15 секунд до события recording.ready.'
|
||
: `Событие recording.ready для "${rawInput}" не найдено.`;
|
||
setRecordingPreviewEmpty(reason);
|
||
log('Импорт записи не выполнен', { error: reason, input: rawInput });
|
||
return;
|
||
}
|
||
const { eventId, event } = resolved;
|
||
if (eventId !== rawInput) {
|
||
$('recordingEventId').value = eventId;
|
||
log('Событие записи найдено автоматически', { input: rawInput, event_id: eventId });
|
||
}
|
||
|
||
if (event?.payload?.source === 'asterisk' && !event?.payload?.source_path) {
|
||
$('recordingCallId').value = event.call_id || '';
|
||
$('recordingInteractionId').value = event.interaction_id || '';
|
||
await loadRecordings();
|
||
setRecordingPreviewEmpty(
|
||
'Записи Asterisk импортируются автоматически. Используйте список ниже и откройте последнюю запись.',
|
||
);
|
||
log('Ручной импорт пропущен для события Asterisk', { event_id: eventId, call_id: event.call_id });
|
||
return;
|
||
}
|
||
|
||
const data = await api('recording', `recordings/import-from-voice-event/${encodeURIComponent(eventId)}`, {
|
||
method: 'POST',
|
||
});
|
||
$('recordingCallId').value = data.call_id;
|
||
$('recordingInteractionId').value = data.interaction_id || '';
|
||
await loadRecordings();
|
||
await openRecording(data.recording_id);
|
||
log('Запись импортирована', { recording_id: data.recording_id, event_id: eventId });
|
||
} catch (err) {
|
||
setRecordingPreviewEmpty(`Импорт не выполнен: ${err.message}`);
|
||
log('Импорт записи не выполнен', { error: err.message });
|
||
}
|
||
}
|
||
|
||
async function archiveRecording() {
|
||
if (!state.selectedRecordingId) {
|
||
setRecordingPreviewEmpty('Сначала откройте запись.');
|
||
return;
|
||
}
|
||
try {
|
||
const data = await api('recording', `recordings/${encodeURIComponent(state.selectedRecordingId)}/archive`, {
|
||
method: 'POST',
|
||
});
|
||
renderRecordingMeta(data);
|
||
await loadRecordings();
|
||
log('Запись отправлена в архив', { recording_id: data.recording_id });
|
||
} catch (err) {
|
||
log('Не удалось отправить запись в архив', { error: err.message });
|
||
}
|
||
}
|
||
|
||
async function downloadRecording() {
|
||
if (!state.selectedRecordingId) {
|
||
setRecordingPreviewEmpty('Сначала откройте запись.');
|
||
return;
|
||
}
|
||
try {
|
||
const response = await fetchBinary(
|
||
'recording',
|
||
`recordings/${encodeURIComponent(state.selectedRecordingId)}/content?disposition=attachment`,
|
||
);
|
||
const blob = await response.blob();
|
||
const url = URL.createObjectURL(blob);
|
||
const link = document.createElement('a');
|
||
const contentDisposition = response.headers.get('Content-Disposition') || '';
|
||
const fileNameMatch = /filename=\"?([^\";]+)\"?/i.exec(contentDisposition);
|
||
link.href = url;
|
||
link.download = fileNameMatch?.[1] || `${state.selectedRecordingId}.wav`;
|
||
document.body.appendChild(link);
|
||
link.click();
|
||
link.remove();
|
||
URL.revokeObjectURL(url);
|
||
log('Запись скачана', { recording_id: state.selectedRecordingId });
|
||
} catch (err) {
|
||
log('Не удалось скачать запись', { error: err.message });
|
||
}
|
||
}
|
||
|
||
function wire() {
|
||
$('loginBtn').addEventListener('click', login);
|
||
$('corporateLoginBtn').addEventListener('click', startCorporateLogin);
|
||
$('refreshBtn').addEventListener('click', async () => {
|
||
await Promise.all([
|
||
loadRealtime(),
|
||
loadKpi(),
|
||
loadLiveCalls(),
|
||
loadAgents(),
|
||
loadCallAgents(),
|
||
loadEscalations(),
|
||
loadRecordings(),
|
||
refreshKnowledgeBase(true),
|
||
]);
|
||
log('Данные супервизора обновлены');
|
||
});
|
||
$('loadRealtimeBtn').addEventListener('click', loadRealtime);
|
||
$('loadKpiBtn').addEventListener('click', loadKpi);
|
||
$('loadLiveCallsBtn').addEventListener('click', () => loadLiveCalls());
|
||
$('loadAgentsBtn').addEventListener('click', loadAgents);
|
||
$('setAgentBtn').addEventListener('click', setAgentState);
|
||
$('loadCallAgentsBtn').addEventListener('click', () => loadCallAgents());
|
||
$('createCallAgentBtn').addEventListener('click', createCallAgent);
|
||
$('loadEscalationsBtn').addEventListener('click', () => loadEscalations());
|
||
$('saveQueueMetricsBtn').addEventListener('click', saveQueueMetrics);
|
||
$('createKbCategoryBtn').addEventListener('click', createKnowledgeCategory);
|
||
$('loadKbBtn').addEventListener('click', () => refreshKnowledgeBase());
|
||
$('searchKbBtn').addEventListener('click', () => loadKnowledgeArticles());
|
||
$('saveKbArticleBtn').addEventListener('click', saveKnowledgeArticle);
|
||
$('resetKbArticleBtn').addEventListener('click', resetKnowledgeArticleForm);
|
||
$('kbArticlesList').addEventListener('click', openKnowledgeArticleFromList);
|
||
$('importRecordingBtn').addEventListener('click', importRecording);
|
||
$('loadRecordingsBtn').addEventListener('click', loadRecordings);
|
||
$('archiveRecordingBtn').addEventListener('click', archiveRecording);
|
||
$('downloadRecordingBtn').addEventListener('click', downloadRecording);
|
||
$('logoutBtn').addEventListener('click', logout);
|
||
window.addEventListener('message', handleOidcMessage);
|
||
}
|
||
|
||
async function init() {
|
||
if (!restoreStoredSession()) {
|
||
window.location.href = '/';
|
||
return;
|
||
}
|
||
if (!ensurePageAccess()) {
|
||
return;
|
||
}
|
||
wire();
|
||
updateSessionInfo();
|
||
setRecordingPreviewEmpty('');
|
||
resetKnowledgeArticleForm();
|
||
await Promise.all([
|
||
checkGateway(),
|
||
loadOidcConfig(),
|
||
loadRealtime(),
|
||
loadKpi(),
|
||
loadLiveCalls(true),
|
||
loadAgents(),
|
||
loadCallAgents(true),
|
||
loadEscalations(true),
|
||
loadRecordings(),
|
||
refreshKnowledgeBase(true),
|
||
]);
|
||
window.setInterval(() => {
|
||
void loadLiveCalls(true);
|
||
void loadCallAgents(true);
|
||
void loadEscalations(true);
|
||
}, 5000);
|
||
log('Пульт супервизора готов');
|
||
}
|
||
|
||
init();
|