117 lines
3.2 KiB
Python
117 lines
3.2 KiB
Python
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from abc import ABCMeta, abstractmethod
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from collections import deque
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from enum import Enum
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class Rank(Enum):
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OPERATOR = 0
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SUPERVISOR = 1
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DIRECTOR = 2
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class Employee(metaclass=ABCMeta):
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def __init__(self, employee_id, name, rank, call_center):
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self.employee_id = employee_id
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self.name = name
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self.rank = rank
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self.call = None
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self.call_center = call_center
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def take_call(self, call):
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"""Assume the employee will always successfully take the call."""
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self.call = call
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self.call.employee = self
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self.call.state = CallState.IN_PROGRESS
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def complete_call(self):
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self.call.state = CallState.COMPLETE
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self.call_center.notify_call_completed(self.call)
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@abstractmethod
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def escalate_call(self):
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pass
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def _escalate_call(self):
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self.call.state = CallState.READY
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call = self.call
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self.call = None
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self.call_center.notify_call_escalated(call)
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class Operator(Employee):
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def __init__(self, employee_id, name):
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super(Operator, self).__init__(employee_id, name, Rank.OPERATOR)
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def escalate_call(self):
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self.call.level = Rank.SUPERVISOR
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self._escalate_call()
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class Supervisor(Employee):
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def __init__(self, employee_id, name):
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super(Operator, self).__init__(employee_id, name, Rank.SUPERVISOR)
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def escalate_call(self):
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self.call.level = Rank.DIRECTOR
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self._escalate_call()
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class Director(Employee):
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def __init__(self, employee_id, name):
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super(Operator, self).__init__(employee_id, name, Rank.DIRECTOR)
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def escalate_call(self):
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raise NotImplemented('Directors must be able to handle any call')
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class CallState(Enum):
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READY = 0
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IN_PROGRESS = 1
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COMPLETE = 2
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class Call(object):
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def __init__(self, rank):
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self.state = CallState.READY
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self.rank = rank
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self.employee = None
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class CallCenter(object):
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def __init__(self, operators, supervisors, directors):
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self.operators = operators
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self.supervisors = supervisors
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self.directors = directors
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self.queued_calls = deque()
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def dispatch_call(self, call):
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if call.rank not in (Rank.OPERATOR, Rank.SUPERVISOR, Rank.DIRECTOR):
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raise ValueError('Invalid call rank: {}'.format(call.rank))
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employee = None
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if call.rank == Rank.OPERATOR:
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employee = self._dispatch_call(call, self.operators)
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if call.rank == Rank.SUPERVISOR or employee is None:
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employee = self._dispatch_call(call, self.supervisors)
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if call.rank == Rank.DIRECTOR or employee is None:
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employee = self._dispatch_call(call, self.directors)
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if employee is None:
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self.queued_calls.append(call)
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def _dispatch_call(self, call, employees):
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for employee in employees:
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if employee.call is None:
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employee.take_call(call)
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return employee
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return None
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def notify_call_escalated(self, call): # ...
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def notify_call_completed(self, call): # ...
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def dispatch_queued_call_to_newly_freed_employee(self, call, employee): # ...
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