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详细指南：在WordPress中集成在线客服会话存档与质检分析系统

详细指南：在WordPress中集成在线客服会话存档与质检分析系统

摘要

随着电子商务和在线服务的快速发展，在线客服系统已成为企业与客户沟通的重要桥梁。然而，仅仅拥有客服系统并不足够，如何有效管理、存档和分析客服会话数据，提升服务质量，已成为企业数字化转型的关键环节。本文将详细介绍如何在WordPress平台中通过代码二次开发，集成在线客服会话存档与质检分析系统，实现这一常用互联网小工具功能。我们将从系统架构设计、数据库规划、前后端开发到数据分析功能实现，提供完整的技术解决方案。

一、系统需求分析与架构设计

1.1 业务需求分析

在开始技术实现之前，我们首先需要明确系统的业务需求：

会话存档功能：自动保存所有在线客服会话记录，包括文字、图片、文件等多媒体内容
质检分析功能：对客服会话进行质量评估，包括响应时间、服务态度、问题解决率等指标
数据可视化：通过图表展示客服绩效、会话趋势、常见问题等数据
权限管理：不同角色的用户（管理员、客服主管、普通客服）拥有不同的数据访问权限
搜索与筛选：支持按时间、客服人员、客户、关键词等多维度检索会话记录
实时监控：实时查看当前在线会话状态和客服工作状态

1.2 技术架构设计

基于WordPress的扩展性，我们设计以下技术架构：

前端展示层：使用WordPress主题模板和自定义页面展示数据
业务逻辑层：通过自定义插件处理会话数据的存储、分析和展示逻辑
数据存储层：扩展WordPress数据库，创建专门的数据表存储会话和质检数据
第三方集成层：与主流在线客服系统（如LiveChat、Zendesk、自定义系统）API对接
数据分析层：集成数据分析工具和算法，实现智能质检功能

1.3 开发环境准备

在开始开发前，确保具备以下环境：

WordPress 5.0+ 版本
PHP 7.4+ 版本
MySQL 5.6+ 或 MariaDB 10.1+
代码编辑器（VS Code、PHPStorm等）
本地开发环境（XAMPP、MAMP、Local等）

二、数据库设计与扩展

2.1 自定义数据表设计

为了存储客服会话和质检数据，我们需要在WordPress数据库中添加以下数据表：

-- 客服会话主表
CREATE TABLE wp_chat_sessions (
    session_id BIGINT(20) UNSIGNED NOT NULL AUTO_INCREMENT,
    session_key VARCHAR(100) NOT NULL,
    customer_id BIGINT(20) UNSIGNED,
    customer_name VARCHAR(255),
    customer_email VARCHAR(255),
    agent_id BIGINT(20) UNSIGNED,
    agent_name VARCHAR(255),
    start_time DATETIME NOT NULL,
    end_time DATETIME,
    duration INT(11),
    status ENUM('active', 'closed', 'transferred', 'timeout') DEFAULT 'active',
    channel VARCHAR(50),
    rating TINYINT(1),
    created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
    PRIMARY KEY (session_id),
    UNIQUE KEY session_key (session_key),
    KEY customer_id (customer_id),
    KEY agent_id (agent_id),
    KEY start_time (start_time)
);

-- 会话消息表
CREATE TABLE wp_chat_messages (
    message_id BIGINT(20) UNSIGNED NOT NULL AUTO_INCREMENT,
    session_id BIGINT(20) UNSIGNED NOT NULL,
    sender_type ENUM('customer', 'agent', 'system') NOT NULL,
    sender_id BIGINT(20) UNSIGNED,
    message_type ENUM('text', 'image', 'file', 'emoji', 'system') DEFAULT 'text',
    content LONGTEXT,
    media_url VARCHAR(500),
    file_name VARCHAR(255),
    file_size INT(11),
    sent_time DATETIME NOT NULL,
    read_status TINYINT(1) DEFAULT 0,
    created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
    PRIMARY KEY (message_id),
    KEY session_id (session_id),
    KEY sent_time (sent_time),
    FOREIGN KEY (session_id) REFERENCES wp_chat_sessions(session_id) ON DELETE CASCADE
);

-- 质检分析表
CREATE TABLE wp_chat_quality (
    quality_id BIGINT(20) UNSIGNED NOT NULL AUTO_INCREMENT,
    session_id BIGINT(20) UNSIGNED NOT NULL,
    evaluator_id BIGINT(20) UNSIGNED,
    evaluation_time DATETIME,
    response_time_score TINYINT(1),
    professionalism_score TINYINT(1),
    problem_solving_score TINYINT(1),
    communication_score TINYINT(1),
    overall_score DECIMAL(3,2),
    positive_keywords TEXT,
    negative_keywords TEXT,
    tags VARCHAR(500),
    notes TEXT,
    created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
    PRIMARY KEY (quality_id),
    UNIQUE KEY session_evaluator (session_id, evaluator_id),
    KEY session_id (session_id),
    KEY evaluator_id (evaluator_id),
    FOREIGN KEY (session_id) REFERENCES wp_chat_sessions(session_id) ON DELETE CASCADE
);

-- 客服绩效表
CREATE TABLE wp_agent_performance (
    performance_id BIGINT(20) UNSIGNED NOT NULL AUTO_INCREMENT,
    agent_id BIGINT(20) UNSIGNED NOT NULL,
    date DATE NOT NULL,
    total_sessions INT(11) DEFAULT 0,
    avg_response_time DECIMAL(6,2),
    avg_rating DECIMAL(3,2),
    avg_quality_score DECIMAL(3,2),
    first_response_time DECIMAL(6,2),
    resolution_rate DECIMAL(5,2),
    created_at TIMESTAMP DEFAULT CURRENT_TIMESTAMP,
    PRIMARY KEY (performance_id),
    UNIQUE KEY agent_date (agent_id, date),
    KEY agent_id (agent_id),
    KEY date (date)
);

2.2 数据库操作类实现

创建数据库操作类，封装所有数据库交互逻辑：

<?php
/**
 * 客服会话数据库操作类
 */
class ChatSessionDB {
    
    private $wpdb;
    private $sessions_table;
    private $messages_table;
    private $quality_table;
    private $performance_table;
    
    public function __construct() {
        global $wpdb;
        $this->wpdb = $wpdb;
        $this->sessions_table = $wpdb->prefix . 'chat_sessions';
        $this->messages_table = $wpdb->prefix . 'chat_messages';
        $this->quality_table = $wpdb->prefix . 'chat_quality';
        $this->performance_table = $wpdb->prefix . 'agent_performance';
    }
    
    /**
     * 创建新会话
     */
    public function create_session($data) {
        $defaults = array(
            'session_key' => uniqid('chat_'),
            'start_time' => current_time('mysql'),
            'status' => 'active'
        );
        
        $data = wp_parse_args($data, $defaults);
        
        $result = $this->wpdb->insert(
            $this->sessions_table,
            $data,
            array('%s', '%d', '%s', '%s', '%d', '%s', '%s', '%s', '%d', '%s', '%d')
        );
        
        if ($result) {
            return $this->wpdb->insert_id;
        }
        
        return false;
    }
    
    /**
     * 添加会话消息
     */
    public function add_message($session_id, $sender_type, $content, $message_type = 'text', $media_data = array()) {
        $data = array(
            'session_id' => $session_id,
            'sender_type' => $sender_type,
            'message_type' => $message_type,
            'content' => $content,
            'sent_time' => current_time('mysql')
        );
        
        // 处理媒体文件
        if (!empty($media_data)) {
            $data['media_url'] = isset($media_data['url']) ? $media_data['url'] : '';
            $data['file_name'] = isset($media_data['name']) ? $media_data['name'] : '';
            $data['file_size'] = isset($media_data['size']) ? $media_data['size'] : 0;
        }
        
        // 如果是客服发送的消息，记录客服ID
        if ($sender_type === 'agent' && is_user_logged_in()) {
            $data['sender_id'] = get_current_user_id();
        }
        
        $result = $this->wpdb->insert(
            $this->messages_table,
            $data,
            array('%d', '%s', '%d', '%s', '%s', '%s', '%s', '%d', '%s')
        );
        
        return $result ? $this->wpdb->insert_id : false;
    }
    
    /**
     * 获取会话消息
     */
    public function get_session_messages($session_id, $limit = 100, $offset = 0) {
        $query = $this->wpdb->prepare(
            "SELECT * FROM {$this->messages_table} 
             WHERE session_id = %d 
             ORDER BY sent_time ASC 
             LIMIT %d OFFSET %d",
            $session_id, $limit, $offset
        );
        
        return $this->wpdb->get_results($query);
    }
    
    /**
     * 更新会话状态
     */
    public function update_session_status($session_id, $status, $end_time = null) {
        $data = array('status' => $status);
        
        if ($end_time) {
            $data['end_time'] = $end_time;
            
            // 计算会话时长
            $session = $this->get_session($session_id);
            if ($session && $session->start_time) {
                $start = strtotime($session->start_time);
                $end = strtotime($end_time);
                $data['duration'] = $end - $start;
            }
        }
        
        return $this->wpdb->update(
            $this->sessions_table,
            $data,
            array('session_id' => $session_id),
            array('%s', '%s', '%d'),
            array('%d')
        );
    }
    
    /**
     * 添加质检记录
     */
    public function add_quality_evaluation($session_id, $scores, $evaluator_id = null, $notes = '') {
        // 计算总分
        $total = 0;
        $count = 0;
        
        foreach ($scores as $score) {
            if (!is_null($score)) {
                $total += $score;
                $count++;
            }
        }
        
        $overall_score = $count > 0 ? round($total / $count, 2) : 0;
        
        $data = array(
            'session_id' => $session_id,
            'evaluator_id' => $evaluator_id ?: get_current_user_id(),
            'evaluation_time' => current_time('mysql'),
            'overall_score' => $overall_score,
            'notes' => $notes
        );
        
        // 添加各项分数
        $score_fields = array(
            'response_time_score',
            'professionalism_score',
            'problem_solving_score',
            'communication_score'
        );
        
        foreach ($score_fields as $field) {
            if (isset($scores[$field])) {
                $data[$field] = $scores[$field];
            }
        }
        
        // 关键词分析（简化版，实际应用中可能需要更复杂的NLP处理）
        if (isset($scores['positive_keywords'])) {
            $data['positive_keywords'] = is_array($scores['positive_keywords']) 
                ? implode(',', $scores['positive_keywords']) 
                : $scores['positive_keywords'];
        }
        
        if (isset($scores['negative_keywords'])) {
            $data['negative_keywords'] = is_array($scores['negative_keywords']) 
                ? implode(',', $scores['negative_keywords']) 
                : $scores['negative_keywords'];
        }
        
        return $this->wpdb->insert(
            $this->quality_table,
            $data,
            array('%d', '%d', '%s', '%d', '%d', '%d', '%d', '%f', '%s', '%s', '%s', '%s')
        );
    }
    
    /**
     * 获取客服绩效数据
     */
    public function get_agent_performance($agent_id, $start_date, $end_date) {
        $query = $this->wpdb->prepare(
            "SELECT * FROM {$this->performance_table} 
             WHERE agent_id = %d 
             AND date BETWEEN %s AND %s 
             ORDER BY date ASC",
            $agent_id, $start_date, $end_date
        );
        
        return $this->wpdb->get_results($query);
    }
    
    /**
     * 统计会话数据
     */
    public function get_session_stats($filters = array()) {
        $where = array('1=1');
        $params = array();
        
        // 时间筛选
        if (!empty($filters['start_date'])) {
            $where[] = "start_time >= %s";
            $params[] = $filters['start_date'];
        }
        
        if (!empty($filters['end_date'])) {
            $where[] = "start_time <= %s";
            $params[] = $filters['end_date'] . ' 23:59:59';
        }
        
        // 客服筛选
        if (!empty($filters['agent_id'])) {
            $where[] = "agent_id = %d";
            $params[] = $filters['agent_id'];
        }
        
        // 状态筛选
        if (!empty($filters['status'])) {
            $where[] = "status = %s";
            $params[] = $filters['status'];
        }
        
        $where_clause = implode(' AND ', $where);
        
        // 基础统计
        $query = $this->wpdb->prepare(
            "SELECT 
                COUNT(*) as total_sessions,
                AVG(duration) as avg_duration,
                AVG(rating) as avg_rating,
                SUM(CASE WHEN status = 'closed' THEN 1 ELSE 0 END) as closed_sessions,
                SUM(CASE WHEN status = 'active' THEN 1 ELSE 0 END) as active_sessions
             FROM {$this->sessions_table} 
             WHERE {$where_clause}",
            $params
        );
        
        return $this->wpdb->get_row($query);
    }
}
?>

三、WordPress插件开发

3.1 插件基础结构

创建插件主文件 chat-archive-analyzer.php：

<?php
/**
 * Plugin Name: 在线客服会话存档与质检分析系统
 * Plugin URI: https://yourwebsite.com/
 * Description: 在WordPress中集成在线客服会话存档与质检分析功能
 * Version: 1.0.0
 * Author: 您的名称
 * License: GPL v2 or later
 * Text Domain: chat-archive-analyzer
 */

// 防止直接访问
if (!defined('ABSPATH')) {
    exit;
}

// 定义插件常量
define('CHAT_ARCHIVE_VERSION', '1.0.0');
define('CHAT_ARCHIVE_PLUGIN_DIR', plugin_dir_path(__FILE__));
define('CHAT_ARCHIVE_PLUGIN_URL', plugin_dir_url(__FILE__));

// 自动加载类
spl_autoload_register(function ($class) {
    $prefix = 'ChatArchive\';
    $base_dir = CHAT_ARCHIVE_PLUGIN_DIR . 'includes/';
    
    $len = strlen($prefix);
    if (strncmp($prefix, $class, $len) !== 0) {
        return;
    }
    
    $relative_class = substr($class, $len);
    $file = $base_dir . str_replace('\', '/', $relative_class) . '.php';
    
    if (file_exists($file)) {
        require $file;
    }
});

// 初始化插件
class ChatArchiveAnalyzer {
    
    private static $instance = null;
    private $db;
    
    public static function get_instance() {
        if (null === self::$instance) {
            self::$instance = new self();
        }
        return self::$instance;
    }
    
    private function __construct() {
        $this->init_hooks();
    }
    
    private function init_hooks() {
        // 激活/停用钩子
        register_activation_hook(__FILE__, array($this, 'activate'));
        register_deactivation_hook(__FILE__, array($this, 'deactivate'));
        
        // 初始化
        add_action('plugins_loaded', array($this, 'init'));
        
        // 管理菜单
        add_action('admin_menu', array($this, 'add_admin_menu'));
        
        // 脚本和样式
        add_action('admin_enqueue_scripts', array($this, 'enqueue_admin_scripts'));
        add_action('wp_enqueue_scripts', array($this, 'enqueue_frontend_scripts'));
        
        // AJAX处理
        add_action('wp_ajax_chat_archive_action', array($this, 'handle_ajax_request'));
        add_action('wp_ajax_nopriv_chat_archive_action', array($this, 'handle_ajax_request'));
        
        // 短代码
        add_shortcode('chat_session_archive', array($this, 'shortcode_session_archive'));
        add_shortcode('chat_analytics_dashboard', array($this, 'shortcode_analytics_dashboard'));
    }
    
    public function activate() {
        require_once CHAT_ARCHIVE_PLUGIN_DIR . 'includes/class-installer.php';
        ChatArchiveInstaller::install();
        
        // 创建默认选项
        $default_options = array(
            'auto_archive' => true,
            'retention_days' => 365,
            'quality_auto_evaluation' => false,
            'enable_realtime_monitoring' => true,
            'dashboard_access_roles' => array('administrator', 'editor')
        );
        
        add_option('chat_archive_settings', $default_options);
    }
    
    public function deactivate() {
        // 清理临时数据

    wp_clear_scheduled_hook('chat_archive_daily_maintenance');
}

public function init() {
    // 初始化数据库类
    $this->db = new ChatSessionDB();
    
    // 加载文本域
    load_plugin_textdomain('chat-archive-analyzer', false, dirname(plugin_basename(__FILE__)) . '/languages');
    
    // 初始化API
    if (class_exists('ChatArchiveAPI')) {
        new ChatArchiveAPI();
    }
    
    // 初始化第三方集成
    $this->init_third_party_integrations();
}

private function init_third_party_integrations() {
    // 检查并加载可用的第三方客服系统集成
    $integrations_dir = CHAT_ARCHIVE_PLUGIN_DIR . 'includes/integrations/';
    
    if (file_exists($integrations_dir)) {
        $integrations = glob($integrations_dir . '*.php');
        
        foreach ($integrations as $integration_file) {
            $integration_name = basename($integration_file, '.php');
            
            // 检查是否启用了该集成
            $settings = get_option('chat_archive_settings', array());
            $enabled_integrations = isset($settings['enabled_integrations']) ? $settings['enabled_integrations'] : array();
            
            if (in_array($integration_name, $enabled_integrations) || empty($enabled_integrations)) {
                require_once $integration_file;
                
                $class_name = 'ChatArchive\Integrations\' . ucfirst($integration_name);
                if (class_exists($class_name)) {
                    new $class_name();
                }
            }
        }
    }
}

public function add_admin_menu() {
    // 主菜单
    add_menu_page(
        __('客服会话存档', 'chat-archive-analyzer'),
        __('客服会话', 'chat-archive-analyzer'),
        'manage_options',
        'chat-archive',
        array($this, 'render_admin_page'),
        'dashicons-format-chat',
        30
    );
    
    // 子菜单
    add_submenu_page(
        'chat-archive',
        __('会话存档', 'chat-archive-analyzer'),
        __('会话存档', 'chat-archive-analyzer'),
        'manage_options',
        'chat-archive-sessions',
        array($this, 'render_sessions_page')
    );
    
    add_submenu_page(
        'chat-archive',
        __('质检分析', 'chat-archive-analyzer'),
        __('质检分析', 'chat-archive-analyzer'),
        'manage_options',
        'chat-archive-quality',
        array($this, 'render_quality_page')
    );
    
    add_submenu_page(
        'chat-archive',
        __('数据分析', 'chat-archive-analyzer'),
        __('数据分析', 'chat-archive-analyzer'),
        'manage_options',
        'chat-archive-analytics',
        array($this, 'render_analytics_page')
    );
    
    add_submenu_page(
        'chat-archive',
        __('实时监控', 'chat-archive-analyzer'),
        __('实时监控', 'chat-archive-analyzer'),
        'manage_options',
        'chat-archive-monitor',
        array($this, 'render_monitor_page')
    );
    
    add_submenu_page(
        'chat-archive',
        __('设置', 'chat-archive-analyzer'),
        __('设置', 'chat-archive-analyzer'),
        'manage_options',
        'chat-archive-settings',
        array($this, 'render_settings_page')
    );
}

public function render_admin_page() {
    include CHAT_ARCHIVE_PLUGIN_DIR . 'templates/admin/dashboard.php';
}

public function render_sessions_page() {
    include CHAT_ARCHIVE_PLUGIN_DIR . 'templates/admin/sessions.php';
}

public function render_quality_page() {
    include CHAT_ARCHIVE_PLUGIN_DIR . 'templates/admin/quality.php';
}

public function render_analytics_page() {
    include CHAT_ARCHIVE_PLUGIN_DIR . 'templates/admin/analytics.php';
}

public function render_monitor_page() {
    include CHAT_ARCHIVE_PLUGIN_DIR . 'templates/admin/monitor.php';
}

public function render_settings_page() {
    include CHAT_ARCHIVE_PLUGIN_DIR . 'templates/admin/settings.php';
}

public function enqueue_admin_scripts($hook) {
    // 只在插件页面加载
    if (strpos($hook, 'chat-archive') === false) {
        return;
    }
    
    // CSS
    wp_enqueue_style(
        'chat-archive-admin',
        CHAT_ARCHIVE_PLUGIN_URL . 'assets/css/admin.css',
        array(),
        CHAT_ARCHIVE_VERSION
    );
    
    // JavaScript
    wp_enqueue_script(
        'chat-archive-admin',
        CHAT_ARCHIVE_PLUGIN_URL . 'assets/js/admin.js',
        array('jquery', 'jquery-ui-datepicker', 'chart-js'),
        CHAT_ARCHIVE_VERSION,
        true
    );
    
    // 加载Chart.js
    wp_enqueue_script(
        'chart-js',
        'https://cdn.jsdelivr.net/npm/chart.js',
        array(),
        '3.7.0',
        true
    );
    
    // 本地化脚本
    wp_localize_script('chat-archive-admin', 'chatArchive', array(
        'ajax_url' => admin_url('admin-ajax.php'),
        'nonce' => wp_create_nonce('chat_archive_nonce'),
        'strings' => array(
            'loading' => __('加载中...', 'chat-archive-analyzer'),
            'error' => __('发生错误', 'chat-archive-analyzer'),
            'confirm_delete' => __('确定要删除这条记录吗？', 'chat-archive-analyzer')
        )
    ));
}

public function enqueue_frontend_scripts() {
    // 前端样式和脚本（用于短代码）
    if (is_page() || is_single()) {
        global $post;
        if (has_shortcode($post->post_content, 'chat_session_archive') || 
            has_shortcode($post->post_content, 'chat_analytics_dashboard')) {
            
            wp_enqueue_style(
                'chat-archive-frontend',
                CHAT_ARCHIVE_PLUGIN_URL . 'assets/css/frontend.css',
                array(),
                CHAT_ARCHIVE_VERSION
            );
            
            wp_enqueue_script(
                'chat-archive-frontend',
                CHAT_ARCHIVE_PLUGIN_URL . 'assets/js/frontend.js',
                array('jquery'),
                CHAT_ARCHIVE_VERSION,
                true
            );
        }
    }
}

public function handle_ajax_request() {
    // 验证nonce
    if (!check_ajax_referer('chat_archive_nonce', 'nonce', false)) {
        wp_die(__('安全验证失败', 'chat-archive-analyzer'), 403);
    }
    
    $action = isset($_POST['action_type']) ? sanitize_text_field($_POST['action_type']) : '';
    
    switch ($action) {
        case 'get_sessions':
            $this->ajax_get_sessions();
            break;
            
        case 'get_session_detail':
            $this->ajax_get_session_detail();
            break;
            
        case 'add_quality_evaluation':
            $this->ajax_add_quality_evaluation();
            break;
            
        case 'get_analytics_data':
            $this->ajax_get_analytics_data();
            break;
            
        case 'export_sessions':
            $this->ajax_export_sessions();
            break;
            
        default:
            wp_send_json_error(array('message' => __('未知操作', 'chat-archive-analyzer')));
    }
}

private function ajax_get_sessions() {
    // 验证权限
    if (!current_user_can('manage_options')) {
        wp_send_json_error(array('message' => __('权限不足', 'chat-archive-analyzer')));
    }
    
    $page = isset($_POST['page']) ? intval($_POST['page']) : 1;
    $per_page = isset($_POST['per_page']) ? intval($_POST['per_page']) : 20;
    $filters = isset($_POST['filters']) ? $_POST['filters'] : array();
    
    // 清理过滤条件
    $clean_filters = array();
    if (isset($filters['start_date'])) {
        $clean_filters['start_date'] = sanitize_text_field($filters['start_date']);
    }
    if (isset($filters['end_date'])) {
        $clean_filters['end_date'] = sanitize_text_field($filters['end_date']);
    }
    if (isset($filters['agent_id'])) {
        $clean_filters['agent_id'] = intval($filters['agent_id']);
    }
    if (isset($filters['status'])) {
        $clean_filters['status'] = sanitize_text_field($filters['status']);
    }
    if (isset($filters['search'])) {
        $clean_filters['search'] = sanitize_text_field($filters['search']);
    }
    
    // 获取会话数据
    $sessions = $this->db->get_sessions($clean_filters, $page, $per_page);
    $total = $this->db->count_sessions($clean_filters);
    
    wp_send_json_success(array(
        'sessions' => $sessions,
        'total' => $total,
        'total_pages' => ceil($total / $per_page),
        'current_page' => $page
    ));
}

public function shortcode_session_archive($atts) {
    // 检查用户权限
    if (!is_user_logged_in()) {
        return '<p>' . __('请登录后查看会话记录', 'chat-archive-analyzer') . '</p>';
    }
    
    $atts = shortcode_atts(array(
        'agent_id' => get_current_user_id(),
        'limit' => 10,
        'show_search' => true
    ), $atts, 'chat_session_archive');
    
    ob_start();
    include CHAT_ARCHIVE_PLUGIN_DIR . 'templates/frontend/session-archive.php';
    return ob_get_clean();
}

public function shortcode_analytics_dashboard($atts) {
    // 检查用户权限
    $user = wp_get_current_user();
    $allowed_roles = array('administrator', 'editor', 'shop_manager');
    
    if (!array_intersect($allowed_roles, $user->roles)) {
        return '<p>' . __('您没有权限查看此页面', 'chat-archive-analyzer') . '</p>';
    }
    
    $atts = shortcode_atts(array(
        'period' => 'month',
        'show_agents' => true,
        'show_trends' => true
    ), $atts, 'chat_analytics_dashboard');
    
    ob_start();
    include CHAT_ARCHIVE_PLUGIN_DIR . 'templates/frontend/analytics-dashboard.php';
    return ob_get_clean();
}

}

// 启动插件
ChatArchiveAnalyzer::get_instance();
?>


### 3.2 安装器类实现

创建 `includes/class-installer.php`：

<?php
namespace ChatArchive;

class Installer {


public static function install() {
    self::create_tables();
    self::create_roles();
    self::schedule_events();
}

private static function create_tables() {
    global $wpdb;
    
    $charset_collate = $wpdb->get_charset_collate();
    
    // 这里包含之前设计的SQL表创建语句
    require_once CHAT_ARCHIVE_PLUGIN_DIR . 'includes/schema.php';
    
    dbDelta($sql);
}

private static function create_roles() {
    // 添加客服主管角色
    add_role('chat_supervisor', __('客服主管', 'chat-archive-analyzer'), array(
        'read' => true,
        'edit_posts' => true,
        'delete_posts' => true,
        'manage_chat_sessions' => true,
        'evaluate_chat_quality' => true,
        'view_chat_analytics' => true
    ));
    
    // 添加客服角色
    add_role('chat_agent', __('客服专员', 'chat-archive-analyzer'), array(
        'read' => true,
        'edit_posts' => false,
        'view_own_chat_sessions' => true,
        'view_own_performance' => true
    ));
    
    // 为管理员添加自定义权限
    $admin_role = get_role('administrator');
    if ($admin_role) {
        $admin_role->add_cap('manage_chat_sessions');
        $admin_role->add_cap('evaluate_chat_quality');
        $admin_role->add_cap('view_chat_analytics');
        $admin_role->add_cap('configure_chat_system');
    }
}

private static function schedule_events() {
    if (!wp_next_scheduled('chat_archive_daily_maintenance')) {
        wp_schedule_event(time(), 'daily', 'chat_archive_daily_maintenance');
    }
    
    if (!wp_next_scheduled('chat_archive_hourly_processing')) {
        wp_schedule_event(time(), 'hourly', 'chat_archive_hourly_processing');
    }
}

}
?>


---

## 四、前端界面与用户体验

### 4.1 管理界面模板

创建 `templates/admin/sessions.php`：

<h1><?php _e('客服会话存档', 'chat-archive-analyzer'); ?></h1>

<!-- 过滤条件 -->
<div class="chat-filter-section">
    <form id="chat-session-filter" method="get">
        <input type="hidden" name="page" value="chat-archive-sessions">
        
        <div class="filter-row">
            <div class="filter-group">
                <label for="filter-date-start"><?php _e('开始日期', 'chat-archive-analyzer'); ?></label>
                <input type="date" id="filter-date-start" name="date_start" class="regular-text">
            </div>
            
            <div class="filter-group">
                <label for="filter-date-end"><?php _e('结束日期', 'chat-archive-analyzer'); ?></label>
                <input type="date" id="filter-date-end" name="date_end" class="regular-text">
            </div>
            
            <div class="filter-group">
                <label for="filter-agent"><?php _e('客服人员', 'chat-archive-analyzer'); ?></label>
                <select id="filter-agent" name="agent_id">
                    <option value=""><?php _e('所有客服', 'chat-archive-analyzer'); ?></option>
                    <?php
                    $agents = get_users(array('role__in' => array('chat_agent', 'administrator', 'editor')));
                    foreach ($agents as $agent) {
                        echo '<option value="' . $agent->ID . '">' . $agent->display_name . '</option>';
                    }
                    ?>
                </select>
            </div>
            
            <div class="filter-group">
                <label for="filter-status"><?php _e('会话状态', 'chat-archive-analyzer'); ?></label>
                <select id="filter-status" name="status">
                    <option value=""><?php _e('所有状态', 'chat-archive-analyzer'); ?></option>
                    <option value="active"><?php _e('进行中', 'chat-archive-analyzer'); ?></option>
                    <option value="closed"><?php _e('已结束', 'chat-archive-analyzer'); ?></option>
                    <option value="transferred"><?php _e('已转接', 'chat-archive-analyzer'); ?></option>
                </select>
            </div>
            
            <div class="filter-group">
                <label for="filter-search"><?php _e('关键词搜索', 'chat-archive-analyzer'); ?></label>
                <input type="text" id="filter-search" name="search" placeholder="<?php _e('客户姓名、邮箱或会话内容', 'chat-archive-analyzer'); ?>">
            </div>
            
            <div class="filter-actions">
                <button type="submit" class="button button-primary"><?php _e('筛选', 'chat-archive-analyzer'); ?></button>
                <button type="button" id="reset-filters" class="button"><?php _e('重置', 'chat-archive-analyzer'); ?></button>
            </div>
        </div>
    </form>
</div>

<!-- 会话列表 -->
<div class="chat-sessions-list">
    <div class="tablenav top">
        <div class="alignleft actions">
            <select id="bulk-action-selector">
                <option value=""><?php _e('批量操作', 'chat-archive-analyzer'); ?></option>
                <option value="export"><?php _e('导出选中', 'chat-archive-analyzer'); ?></option>
                <option value="delete"><?php _e('删除选中', 'chat-archive-analyzer'); ?></option>
            </select>
            <button id="do-bulk-action" class="button"><?php _e('应用', 'chat-archive-analyzer'); ?></button>
        </div>
        
        <div class="tablenav-pages">
            <span class="displaying-num"></span>
            <span class="pagination-links">
                <button class="button first-page" disabled><?php _e('首页', 'chat-archive-analyzer'); ?></button>
                <button class="button prev-page" disabled><?php _e('上一页', 'chat-archive-analyzer'); ?></button>
                <span class="paging-input">
                    <input type="text" class="current-page" size="2" value="1">
                    <?php _e('共', 'chat-archive-analyzer'); ?> <span class="total-pages">1</span> <?php _e('页', 'chat-archive-analyzer'); ?>

详细指南，在WordPress中集成在线客服会话存档与质检分析系统

详细指南：在WordPress中集成在线客服会话存档与质检分析系统

摘要

一、系统需求分析与架构设计

1.1 业务需求分析

1.2 技术架构设计

1.3 开发环境准备

二、数据库设计与扩展

2.1 自定义数据表设计

2.2 数据库操作类实现

三、WordPress插件开发

3.1 插件基础结构

EXCHANGES®作者

发表回复取消回复

联系我们

详细指南：在WordPress中集成在线客服会话存档与质检分析系统

摘要

一、系统需求分析与架构设计

1.1 业务需求分析

1.2 技术架构设计

1.3 开发环境准备

二、数据库设计与扩展

2.1 自定义数据表设计

2.2 数据库操作类实现

三、WordPress插件开发

3.1 插件基础结构

EXCHANGES®作者

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