Optimize Convex queries and stack config

convex/metrics.ts

@@ -6,7 +6,7 @@ import type { QueryCtx } from "./_generated/server"
 import {
   OPEN_STATUSES,
   ONE_DAY_MS,
-  fetchScopedTickets,
+  fetchOpenScopedTickets,
   fetchScopedTicketsByCreatedRange,
   fetchScopedTicketsByResolvedRange,
   normalizeStatus,
@@ -189,13 +189,14 @@ async function computeAgentStats(
   rangeDays: number,
   agentFilter?: Id<"users">,
 ) {
-  const scopedTickets = await fetchScopedTickets(ctx, tenantId, viewer)
   const end = new Date()
   end.setUTCHours(0, 0, 0, 0)
   const endMs = end.getTime() + ONE_DAY_MS
   const startMs = endMs - rangeDays * ONE_DAY_MS
 
   const statsMap = new Map<string, AgentStatsRaw>()
+  const openTickets = await fetchOpenScopedTickets(ctx, tenantId, viewer)
+  const scopedTickets = await fetchScopedTicketsByCreatedRange(ctx, tenantId, viewer, startMs, endMs)
 
   const matchesFilter = (ticket: Doc<"tickets">) => {
     if (!ticket.assigneeId) return false
@@ -203,7 +204,7 @@ async function computeAgentStats(
     return true
   }
 
-  for (const ticket of scopedTickets) {
+  for (const ticket of openTickets) {
     if (!matchesFilter(ticket)) continue
     const stats = ensureAgentStats(statsMap, ticket)
     if (!stats) continue
@@ -215,9 +216,7 @@ async function computeAgentStats(
     }
   }
 
-  const inRange = scopedTickets.filter(
+  const inRange = scopedTickets.filter((ticket) => matchesFilter(ticket))
-    (ticket) => matchesFilter(ticket) && ticket.createdAt >= startMs && ticket.createdAt < endMs,
-  )
   const now = Date.now()
   for (const ticket of inRange) {
     const stats = ensureAgentStats(statsMap, ticket)
@@ -336,7 +335,10 @@ const metricResolvers: Record<string, MetricResolver> = {
     }
   },
   "tickets.waiting_action_now": async (ctx, { tenantId, viewer, params }) => {
-    const tickets = filterTicketsByQueue(await fetchScopedTickets(ctx, tenantId, viewer), parseQueueIds(params))
+    const tickets = filterTicketsByQueue(
+      await fetchOpenScopedTickets(ctx, tenantId, viewer),
+      parseQueueIds(params),
+    )
     const now = Date.now()
     let total = 0
     let atRisk = 0
@@ -361,7 +363,10 @@ const metricResolvers: Record<string, MetricResolver> = {
     end.setUTCHours(0, 0, 0, 0)
     const endMs = end.getTime() + ONE_DAY_MS
     const startMs = endMs - rangeDays * ONE_DAY_MS
-    const tickets = filterTicketsByQueue(await fetchScopedTickets(ctx, tenantId, viewer), parseQueueIds(params))
+    const tickets = filterTicketsByQueue(
+      await fetchScopedTicketsByCreatedRange(ctx, tenantId, viewer, startMs, endMs),
+      parseQueueIds(params),
+    )
 
     const daily: Record<string, { total: number; atRisk: number }> = {}
     for (let offset = rangeDays - 1; offset >= 0; offset -= 1) {
@@ -500,7 +505,7 @@ const metricResolvers: Record<string, MetricResolver> = {
       ensureEntry(key)
     }
 
-    const scopedTickets = await fetchScopedTickets(ctx, tenantId, viewer)
+    const scopedTickets = await fetchOpenScopedTickets(ctx, tenantId, viewer)
     for (const ticket of scopedTickets) {
       const key = normalizeKey(ticket.queueId ?? null)
       if (filterHas && queueFilter && !queueFilter.includes(key)) continue
@@ -626,7 +631,10 @@ const metricResolvers: Record<string, MetricResolver> = {
   },
   "tickets.awaiting_table": async (ctx, { tenantId, viewer, params }) => {
     const limit = parseLimit(params, 20)
-    const tickets = filterTicketsByQueue(await fetchScopedTickets(ctx, tenantId, viewer), parseQueueIds(params))
+    const tickets = filterTicketsByQueue(
+      await fetchOpenScopedTickets(ctx, tenantId, viewer),
+      parseQueueIds(params),
+    )
     const awaiting = tickets
       .filter((ticket) => OPEN_STATUSES.has(normalizeStatus(ticket.status)))
       .sort((a, b) => (b.updatedAt ?? 0) - (a.updatedAt ?? 0))

convex/reports.ts

@@ -50,6 +50,79 @@ function resolveCategoryName(
 export const OPEN_STATUSES = new Set<TicketStatusNormalized>(["PENDING", "AWAITING_ATTENDANCE", "PAUSED"]);
 export const ONE_DAY_MS = 24 * 60 * 60 * 1000;
 
+const REPORTS_PAGE_SIZE = 200;
+
+type PaginatedResult<T> = {
+  page: T[];
+  continueCursor?: string | null;
+  done?: boolean;
+  isDone?: boolean;
+};
+
+async function paginateTickets<T>(
+  buildQuery: () => {
+    paginate: (options: { cursor: string | null; numItems: number }) => Promise<PaginatedResult<T>>;
+  },
+  handler: (doc: T) => void | Promise<void>,
+  pageSize = REPORTS_PAGE_SIZE,
+) {
+  const query = buildQuery();
+  let cursor: string | null = null;
+  while (true) {
+    const page = await query.paginate({ cursor, numItems: pageSize });
+    for (const doc of page.page) {
+      await handler(doc);
+    }
+    const done = page.done ?? page.isDone ?? !page.continueCursor;
+    if (done) {
+      break;
+    }
+    cursor = page.continueCursor ?? null;
+  }
+}
+
+function resolveScopedCompanyId(
+  viewer: Awaited<ReturnType<typeof requireStaff>>,
+  companyId?: Id<"companies">,
+): Id<"companies"> | undefined {
+  if (viewer.role === "MANAGER") {
+    if (!viewer.user.companyId) {
+      throw new ConvexError("Gestor não possui empresa vinculada");
+    }
+    return viewer.user.companyId;
+  }
+  return companyId;
+}
+
+export async function fetchOpenScopedTickets(
+  ctx: QueryCtx,
+  tenantId: string,
+  viewer: Awaited<ReturnType<typeof requireStaff>>,
+  companyId?: Id<"companies">,
+): Promise<Doc<"tickets">[]> {
+  const scopedCompanyId = resolveScopedCompanyId(viewer, companyId);
+  const statuses: TicketStatusNormalized[] = ["PENDING", "AWAITING_ATTENDANCE", "PAUSED"];
+  const results: Doc<"tickets">[] = [];
+
+  for (const status of statuses) {
+    await paginateTickets(
+      () =>
+        ctx.db
+          .query("tickets")
+          .withIndex("by_tenant_status", (q) => q.eq("tenantId", tenantId).eq("status", status))
+          .order("desc"),
+      (ticket) => {
+        if (scopedCompanyId && ticket.companyId !== scopedCompanyId) {
+          return;
+        }
+        results.push(ticket);
+      },
+    );
+  }
+
+  return results;
+}
+
 function percentageChange(current: number, previous: number) {
   if (previous === 0) {
     return current === 0 ? 0 : null;
@@ -106,10 +179,14 @@ function isNotNull<T>(value: T | null): value is T {
 }
 
 export async function fetchTickets(ctx: QueryCtx, tenantId: string) {
-  return ctx.db
+  const results: Doc<"tickets">[] = [];
-    .query("tickets")
+  await paginateTickets(
-    .withIndex("by_tenant", (q) => q.eq("tenantId", tenantId))
+    () => ctx.db.query("tickets").withIndex("by_tenant", (q) => q.eq("tenantId", tenantId)).order("desc"),
-    .collect();
+    (ticket) => {
+      results.push(ticket);
+    },
+  );
+  return results;
 }
 
 async function fetchCategoryMap(ctx: QueryCtx, tenantId: string) {
@@ -129,18 +206,25 @@ export async function fetchScopedTickets(
   tenantId: string,
   viewer: Awaited<ReturnType<typeof requireStaff>>,
 ) {
-  if (viewer.role === "MANAGER") {
+  const scopedCompanyId = resolveScopedCompanyId(viewer);
-    if (!viewer.user.companyId) {
+  const results: Doc<"tickets">[] = [];
-      throw new ConvexError("Gestor não possui empresa vinculada");
+
-    }
+  await paginateTickets(
+    () => {
+      if (scopedCompanyId) {
         return ctx.db
           .query("tickets")
-      .withIndex("by_tenant_company", (q) =>
+          .withIndex("by_tenant_company", (q) => q.eq("tenantId", tenantId).eq("companyId", scopedCompanyId))
-        q.eq("tenantId", tenantId).eq("companyId", viewer.user.companyId!)
+          .order("desc");
-      )
-      .collect();
       }
-  return fetchTickets(ctx, tenantId);
+      return ctx.db.query("tickets").withIndex("by_tenant", (q) => q.eq("tenantId", tenantId)).order("desc");
+    },
+    (ticket) => {
+      results.push(ticket);
+    },
+  );
+
+  return results;
 }
 
 export async function fetchScopedTicketsByCreatedRange(
@@ -151,61 +235,31 @@ export async function fetchScopedTicketsByCreatedRange(
   endMs: number,
   companyId?: Id<"companies">,
 ) {
-  const collectRange = async (buildQuery: (chunkStart: number) => unknown) => {
+  const scopedCompanyId = resolveScopedCompanyId(viewer, companyId);
   const results: Doc<"tickets">[] = [];
-    const chunkSize = 7 * ONE_DAY_MS;
+
-    for (let chunkStart = startMs; chunkStart < endMs; chunkStart += chunkSize) {
+  await paginateTickets(
-      const chunkEnd = Math.min(chunkStart + chunkSize, endMs);
+    () => {
-      const baseQuery = buildQuery(chunkStart);
+      const query = scopedCompanyId
-      const filterFn = (baseQuery as { filter?: (fn: (q: QueryFilterBuilder) => unknown) => unknown }).filter;
+        ? ctx.db
-      const queryForChunk =
+            .query("tickets")
-        typeof filterFn === "function"
+            .withIndex("by_tenant_company_created", (q) =>
-          ? filterFn.call(baseQuery, (q: QueryFilterBuilder) => q.lt(q.field("createdAt"), chunkEnd))
+              q.eq("tenantId", tenantId).eq("companyId", scopedCompanyId).gte("createdAt", startMs),
-          : baseQuery;
+            )
-      const collectFn = (queryForChunk as { collect?: () => Promise<Doc<"tickets">[]> }).collect;
+        : ctx.db
-      if (typeof collectFn !== "function") {
+            .query("tickets")
-        throw new ConvexError("Indexed query does not support collect (createdAt)");
+            .withIndex("by_tenant_created", (q) => q.eq("tenantId", tenantId).gte("createdAt", startMs));
-      }
+      return query.filter((q) => q.lt(q.field("createdAt"), endMs)).order("desc");
-      const page = await collectFn.call(queryForChunk);
+    },
-      if (!page || page.length === 0) continue;
+    (ticket) => {
-      for (const ticket of page) {
       const createdAt = typeof ticket.createdAt === "number" ? ticket.createdAt : null;
-        if (createdAt === null) continue;
+      if (createdAt === null) return;
-        if (createdAt < chunkStart || createdAt >= endMs) continue;
+      if (createdAt < startMs || createdAt >= endMs) return;
       results.push(ticket);
-      }
+    },
-    }
+  );
+
   return results;
-  };
-
-  if (viewer.role === "MANAGER") {
-    if (!viewer.user.companyId) {
-      throw new ConvexError("Gestor não possui empresa vinculada");
-    }
-    return collectRange((chunkStart) =>
-      ctx.db
-        .query("tickets")
-        .withIndex("by_tenant_company_created", (q) =>
-          q.eq("tenantId", tenantId).eq("companyId", viewer.user.companyId!).gte("createdAt", chunkStart)
-        )
-    );
-  }
-
-  if (companyId) {
-    return collectRange((chunkStart) =>
-      ctx.db
-        .query("tickets")
-        .withIndex("by_tenant_company_created", (q) =>
-          q.eq("tenantId", tenantId).eq("companyId", companyId).gte("createdAt", chunkStart)
-        )
-    );
-  }
-
-  return collectRange((chunkStart) =>
-    ctx.db
-      .query("tickets")
-      .withIndex("by_tenant_created", (q) => q.eq("tenantId", tenantId).gte("createdAt", chunkStart))
-  );
 }
 
 export async function fetchScopedTicketsByResolvedRange(
@@ -216,61 +270,31 @@ export async function fetchScopedTicketsByResolvedRange(
   endMs: number,
   companyId?: Id<"companies">,
 ) {
-  const collectRange = async (buildQuery: (chunkStart: number) => unknown) => {
+  const scopedCompanyId = resolveScopedCompanyId(viewer, companyId);
   const results: Doc<"tickets">[] = [];
-    const chunkSize = 7 * ONE_DAY_MS;
+
-    for (let chunkStart = startMs; chunkStart < endMs; chunkStart += chunkSize) {
+  await paginateTickets(
-      const chunkEnd = Math.min(chunkStart + chunkSize, endMs);
+    () => {
-      const baseQuery = buildQuery(chunkStart);
+      const query = scopedCompanyId
-      const filterFn = (baseQuery as { filter?: (fn: (q: QueryFilterBuilder) => unknown) => unknown }).filter;
+        ? ctx.db
-      const queryForChunk =
+            .query("tickets")
-        typeof filterFn === "function"
+            .withIndex("by_tenant_company_resolved", (q) =>
-          ? filterFn.call(baseQuery, (q: QueryFilterBuilder) => q.lt(q.field("resolvedAt"), chunkEnd))
+              q.eq("tenantId", tenantId).eq("companyId", scopedCompanyId).gte("resolvedAt", startMs),
-          : baseQuery;
+            )
-      const collectFn = (queryForChunk as { collect?: () => Promise<Doc<"tickets">[]> }).collect;
+        : ctx.db
-      if (typeof collectFn !== "function") {
+            .query("tickets")
-        throw new ConvexError("Indexed query does not support collect (resolvedAt)");
+            .withIndex("by_tenant_resolved", (q) => q.eq("tenantId", tenantId).gte("resolvedAt", startMs));
-      }
+      return query.filter((q) => q.lt(q.field("resolvedAt"), endMs)).order("desc");
-      const page = await collectFn.call(queryForChunk);
+    },
-      if (!page || page.length === 0) continue;
+    (ticket) => {
-      for (const ticket of page) {
       const resolvedAt = typeof ticket.resolvedAt === "number" ? ticket.resolvedAt : null;
-        if (resolvedAt === null) continue;
+      if (resolvedAt === null) return;
-        if (resolvedAt < chunkStart || resolvedAt >= endMs) continue;
+      if (resolvedAt < startMs || resolvedAt >= endMs) return;
       results.push(ticket);
-      }
+    },
-    }
+  );
+
   return results;
-  };
-
-  if (viewer.role === "MANAGER") {
-    if (!viewer.user.companyId) {
-      throw new ConvexError("Gestor não possui empresa vinculada");
-    }
-    return collectRange((chunkStart) =>
-      ctx.db
-        .query("tickets")
-        .withIndex("by_tenant_company_resolved", (q) =>
-          q.eq("tenantId", tenantId).eq("companyId", viewer.user.companyId!).gte("resolvedAt", chunkStart)
-        )
-    );
-  }
-
-  if (companyId) {
-    return collectRange((chunkStart) =>
-      ctx.db
-        .query("tickets")
-        .withIndex("by_tenant_company_resolved", (q) =>
-          q.eq("tenantId", tenantId).eq("companyId", companyId).gte("resolvedAt", chunkStart)
-        )
-    );
-  }
-
-  return collectRange((chunkStart) =>
-    ctx.db
-      .query("tickets")
-      .withIndex("by_tenant_resolved", (q) => q.eq("tenantId", tenantId).gte("resolvedAt", chunkStart))
-  );
 }
 
 async function fetchQueues(ctx: QueryCtx, tenantId: string) {
@@ -320,65 +344,53 @@ type CsatSurvey = {
   assigneeName: string | null;
 };
 
-async function collectCsatSurveys(ctx: QueryCtx, tickets: Doc<"tickets">[]): Promise<CsatSurvey[]> {
+function collectCsatSurveys(tickets: Doc<"tickets">[]): CsatSurvey[] {
-  const perTicket = await Promise.all(
+  return tickets
-    tickets.map(async (ticket) => {
+    .map((ticket) => {
-      if (typeof ticket.csatScore === "number") {
+      if (typeof ticket.csatScore !== "number") {
+        return null;
+      }
       const snapshot = (ticket.csatAssigneeSnapshot ?? null) as {
-          name?: string
+        name?: string | null
-          email?: string
+        email?: string | null
       } | null
       const assigneeId =
         ticket.csatAssigneeId && typeof ticket.csatAssigneeId === "string"
           ? ticket.csatAssigneeId
           : ticket.csatAssigneeId
           ? String(ticket.csatAssigneeId)
+          : ticket.assigneeId
+          ? String(ticket.assigneeId)
           : null
-        const assigneeName =
+      const assigneeName = snapshot?.name?.trim?.() || snapshot?.email?.trim?.() || null
-          snapshot && typeof snapshot.name === "string" && snapshot.name.trim().length > 0
+      const maxScore =
-            ? snapshot.name.trim()
+        typeof ticket.csatMaxScore === "number" && Number.isFinite(ticket.csatMaxScore)
-            : null
+          ? (ticket.csatMaxScore as number)
-        return [
+          : 5
-          {
+      const receivedAtRaw =
+        typeof ticket.csatRatedAt === "number"
+          ? ticket.csatRatedAt
+          : typeof ticket.resolvedAt === "number"
+          ? ticket.resolvedAt
+          : ticket.updatedAt ?? ticket.createdAt
+      if (typeof receivedAtRaw !== "number") {
+        return null;
+      }
+      return {
         ticketId: ticket._id,
         reference: ticket.reference,
         score: ticket.csatScore,
-            maxScore: ticket.csatMaxScore && Number.isFinite(ticket.csatMaxScore) ? (ticket.csatMaxScore as number) : 5,
+        maxScore,
         comment:
           typeof ticket.csatComment === "string" && ticket.csatComment.trim().length > 0
             ? ticket.csatComment.trim()
             : null,
-            receivedAt: ticket.csatRatedAt ?? ticket.updatedAt ?? ticket.createdAt,
+        receivedAt: receivedAtRaw,
         assigneeId,
         assigneeName,
-          } satisfies CsatSurvey,
+      } satisfies CsatSurvey;
-        ];
-      }
-      const events = await ctx.db
-        .query("ticketEvents")
-        .withIndex("by_ticket", (q) => q.eq("ticketId", ticket._id))
-        .collect();
-      return events
-        .filter((event) => event.type === "CSAT_RECEIVED" || event.type === "CSAT_RATED")
-        .map((event) => {
-          const score = extractScore(event.payload);
-          if (score === null) return null;
-          const assignee = extractAssignee(event.payload)
-          return {
-            ticketId: ticket._id,
-            reference: ticket.reference,
-            score,
-            maxScore: extractMaxScore(event.payload) ?? 5,
-            comment: extractComment(event.payload),
-            receivedAt: event.createdAt,
-            assigneeId: assignee.id,
-            assigneeName: assignee.name,
-          } as CsatSurvey;
     })
     .filter(isNotNull);
-    })
-  );
-  return perTicket.flat();
 }
 
 function formatDateKey(timestamp: number) {
@@ -394,15 +406,13 @@ export async function slaOverviewHandler(
   { tenantId, viewerId, range, companyId }: { tenantId: string; viewerId: Id<"users">; range?: string; companyId?: Id<"companies"> }
 ) {
   const viewer = await requireStaff(ctx, viewerId, tenantId);
-  let tickets = await fetchScopedTickets(ctx, tenantId, viewer);
-  if (companyId) tickets = tickets.filter((t) => t.companyId === companyId)
   // Optional range filter (createdAt) for reporting purposes, similar ao backlog/csat
   const days = range === "7d" ? 7 : range === "30d" ? 30 : 90;
   const end = new Date();
   end.setUTCHours(0, 0, 0, 0);
   const endMs = end.getTime() + ONE_DAY_MS;
   const startMs = endMs - days * ONE_DAY_MS;
-  const inRange = tickets.filter((t) => t.createdAt >= startMs && t.createdAt < endMs);
+  const inRange = await fetchScopedTicketsByCreatedRange(ctx, tenantId, viewer, startMs, endMs, companyId);
   const queues = await fetchQueues(ctx, tenantId);
   const categoriesMap = await fetchCategoryMap(ctx, tenantId);
 
@@ -543,15 +553,13 @@ export async function csatOverviewHandler(
   { tenantId, viewerId, range, companyId }: { tenantId: string; viewerId: Id<"users">; range?: string; companyId?: Id<"companies"> }
 ) {
   const viewer = await requireStaff(ctx, viewerId, tenantId);
-  let tickets = await fetchScopedTickets(ctx, tenantId, viewer);
-  if (companyId) tickets = tickets.filter((t) => t.companyId === companyId)
-  const surveysAll = await collectCsatSurveys(ctx, tickets);
   const days = range === "7d" ? 7 : range === "30d" ? 30 : 90;
   const end = new Date();
   end.setUTCHours(0, 0, 0, 0);
   const endMs = end.getTime() + ONE_DAY_MS;
   const startMs = endMs - days * ONE_DAY_MS;
-  const surveys = surveysAll.filter((s) => s.receivedAt >= startMs && s.receivedAt < endMs);
+  const tickets = await fetchScopedTicketsByResolvedRange(ctx, tenantId, viewer, startMs, endMs, companyId);
+  const surveys = collectCsatSurveys(tickets).filter((s) => s.receivedAt >= startMs && s.receivedAt < endMs);
 
   const normalizeToFive = (value: CsatSurvey) => {
     if (!value.maxScore || value.maxScore <= 0) return value.score;
@@ -775,7 +783,8 @@ export async function queueLoadTrendHandler(
   end.setUTCHours(0, 0, 0, 0)
   const endMs = end.getTime() + ONE_DAY_MS
   const startMs = endMs - days * ONE_DAY_MS
-  const tickets = await fetchScopedTickets(ctx, tenantId, viewer)
+  const openedTickets = await fetchScopedTicketsByCreatedRange(ctx, tenantId, viewer, startMs, endMs)
+  const resolvedTickets = await fetchScopedTicketsByResolvedRange(ctx, tenantId, viewer, startMs, endMs)
   const queues = await fetchQueues(ctx, tenantId)
 
   const queueNames = new Map<string, string>()
@@ -806,9 +815,8 @@ export async function queueLoadTrendHandler(
     return stats.get(queueId)!
   }
 
-  for (const ticket of tickets) {
+  for (const ticket of openedTickets) {
     const queueId = ticket.queueId ? String(ticket.queueId) : "unassigned"
-    if (ticket.createdAt >= startMs && ticket.createdAt < endMs) {
     const entry = ensureEntry(queueId)
     const bucket = entry.series.get(formatDateKey(ticket.createdAt))
     if (bucket) {
@@ -816,15 +824,18 @@ export async function queueLoadTrendHandler(
     }
     entry.openedTotal += 1
   }
-    if (typeof ticket.resolvedAt === "number" && ticket.resolvedAt >= startMs && ticket.resolvedAt < endMs) {
+
+  for (const ticket of resolvedTickets) {
+    const queueId = ticket.queueId ? String(ticket.queueId) : "unassigned"
+    const resolvedAt = typeof ticket.resolvedAt === "number" ? ticket.resolvedAt : null
+    if (resolvedAt === null) continue
     const entry = ensureEntry(queueId)
-      const bucket = entry.series.get(formatDateKey(ticket.resolvedAt))
+    const bucket = entry.series.get(formatDateKey(resolvedAt))
     if (bucket) {
       bucket.resolved += 1
     }
     entry.resolvedTotal += 1
   }
-  }
 
   const maxEntries = Math.max(1, Math.min(limit ?? 3, 6))
   const queuesTrend = Array.from(stats.values())
@@ -852,8 +863,6 @@ export async function agentProductivityHandler(
   { tenantId, viewerId, range, companyId }: { tenantId: string; viewerId: Id<"users">; range?: string; companyId?: Id<"companies"> }
 ) {
   const viewer = await requireStaff(ctx, viewerId, tenantId)
-  let tickets = await fetchScopedTickets(ctx, tenantId, viewer)
-  if (companyId) tickets = tickets.filter((t) => t.companyId === companyId)
 
   const days = range === "7d" ? 7 : range === "30d" ? 30 : 90
   const end = new Date()
@@ -861,7 +870,7 @@ export async function agentProductivityHandler(
   const endMs = end.getTime() + ONE_DAY_MS
   const startMs = endMs - days * ONE_DAY_MS
 
-  const inRange = tickets.filter((t) => t.createdAt >= startMs && t.createdAt < endMs)
+  const inRange = await fetchScopedTicketsByCreatedRange(ctx, tenantId, viewer, startMs, endMs, companyId)
   type Acc = {
     agentId: Id<"users">
     name: string | null
@@ -1075,52 +1084,55 @@ export async function dashboardOverviewHandler(
   { tenantId, viewerId }: { tenantId: string; viewerId: Id<"users"> }
 ) {
   const viewer = await requireStaff(ctx, viewerId, tenantId);
-  const tickets = await fetchScopedTickets(ctx, tenantId, viewer);
   const now = Date.now();
 
   const lastDayStart = now - ONE_DAY_MS;
   const previousDayStart = now - 2 * ONE_DAY_MS;
-
-  const newTickets = tickets.filter((ticket) => ticket.createdAt >= lastDayStart);
-  const previousTickets = tickets.filter(
-    (ticket) => ticket.createdAt >= previousDayStart && ticket.createdAt < lastDayStart
-  );
-
-  const trend = percentageChange(newTickets.length, previousTickets.length);
-
-  const inProgressCurrent = tickets.filter((ticket) => {
-    if (!ticket.firstResponseAt) return false;
-    const status = normalizeStatus(ticket.status);
-    if (status === "RESOLVED") return false;
-    return !ticket.resolvedAt;
-  });
-
-  const inProgressPrevious = tickets.filter((ticket) => {
-    if (!ticket.firstResponseAt || ticket.firstResponseAt >= lastDayStart) return false;
-    if (ticket.resolvedAt && ticket.resolvedAt < lastDayStart) return false;
-    const status = normalizeStatus(ticket.status);
-    return status !== "RESOLVED" || !ticket.resolvedAt;
-  });
-
-  const inProgressTrend = percentageChange(inProgressCurrent.length, inProgressPrevious.length);
-
   const lastWindowStart = now - 7 * ONE_DAY_MS;
   const previousWindowStart = now - 14 * ONE_DAY_MS;
 
-  const firstResponseWindow = tickets
+  const openTickets = await fetchOpenScopedTickets(ctx, tenantId, viewer);
+  const recentCreatedTickets = await fetchScopedTicketsByCreatedRange(
+    ctx,
+    tenantId,
+    viewer,
+    previousWindowStart,
+    now,
+  );
+  const recentResolvedTickets = await fetchScopedTicketsByResolvedRange(
+    ctx,
+    tenantId,
+    viewer,
+    previousWindowStart,
+    now,
+  );
+
+  const newTickets = recentCreatedTickets.filter((ticket) => ticket.createdAt >= lastDayStart);
+  const previousTickets = recentCreatedTickets.filter(
+    (ticket) => ticket.createdAt >= previousDayStart && ticket.createdAt < lastDayStart,
+  );
+  const trend = percentageChange(newTickets.length, previousTickets.length);
+
+  const inProgressCurrent = openTickets.filter((ticket) => Boolean(ticket.firstResponseAt));
+  const inProgressPrevious = openTickets.filter(
+    (ticket) => Boolean(ticket.firstResponseAt && ticket.firstResponseAt < lastDayStart),
+  );
+  const inProgressTrend = percentageChange(inProgressCurrent.length, inProgressPrevious.length);
+
+  const firstResponseWindow = recentCreatedTickets
     .filter(
       (ticket) =>
         ticket.createdAt >= lastWindowStart &&
         ticket.createdAt < now &&
-        ticket.firstResponseAt
+        ticket.firstResponseAt,
     )
     .map((ticket) => (ticket.firstResponseAt! - ticket.createdAt) / 60000);
-  const firstResponsePrevious = tickets
+  const firstResponsePrevious = recentCreatedTickets
     .filter(
       (ticket) =>
         ticket.createdAt >= previousWindowStart &&
         ticket.createdAt < lastWindowStart &&
-        ticket.firstResponseAt
+        ticket.firstResponseAt,
     )
     .map((ticket) => (ticket.firstResponseAt! - ticket.createdAt) / 60000);
 
@@ -1129,23 +1141,21 @@ export async function dashboardOverviewHandler(
   const deltaMinutes =
     averageWindow !== null && averagePrevious !== null ? averageWindow - averagePrevious : null;
 
-  const awaitingTickets = tickets.filter((ticket) => OPEN_STATUSES.has(normalizeStatus(ticket.status)));
+  const awaitingTickets = openTickets;
   const atRiskTickets = awaitingTickets.filter((ticket) => ticket.dueAt && ticket.dueAt < now);
 
-  const resolvedLastWindow = tickets.filter(
+  const resolvedLastWindow = recentResolvedTickets.filter(
-    (ticket) => ticket.resolvedAt && ticket.resolvedAt >= lastWindowStart && ticket.resolvedAt < now
+    (ticket) => ticket.resolvedAt && ticket.resolvedAt >= lastWindowStart && ticket.resolvedAt < now,
   );
-  const resolvedPreviousWindow = tickets.filter(
+  const resolvedPreviousWindow = recentResolvedTickets.filter(
     (ticket) =>
       ticket.resolvedAt &&
       ticket.resolvedAt >= previousWindowStart &&
-      ticket.resolvedAt < lastWindowStart
+      ticket.resolvedAt < lastWindowStart,
   );
-  const resolutionRate = tickets.length > 0 ? (resolvedLastWindow.length / tickets.length) * 100 : null;
+  const resolutionBase = Math.max(recentCreatedTickets.length, awaitingTickets.length);
-  const resolutionDelta =
+  const resolutionRate = resolutionBase > 0 ? (resolvedLastWindow.length / resolutionBase) * 100 : null;
-    resolvedPreviousWindow.length > 0
+  const resolutionDelta = percentageChange(resolvedLastWindow.length, resolvedPreviousWindow.length);
-      ? ((resolvedLastWindow.length - resolvedPreviousWindow.length) / resolvedPreviousWindow.length) * 100
-      : null;
 
   return {
     newTickets: {
@@ -1187,14 +1197,13 @@ export async function ticketsByChannelHandler(
   { tenantId, viewerId, range, companyId }: { tenantId: string; viewerId: Id<"users">; range?: string; companyId?: Id<"companies"> }
 ) {
   const viewer = await requireStaff(ctx, viewerId, tenantId);
-  let tickets = await fetchScopedTickets(ctx, tenantId, viewer);
-  if (companyId) tickets = tickets.filter((t) => t.companyId === companyId)
   const days = range === "7d" ? 7 : range === "30d" ? 30 : 90;
 
   const end = new Date();
   end.setUTCHours(0, 0, 0, 0);
   const endMs = end.getTime() + ONE_DAY_MS;
   const startMs = endMs - days * ONE_DAY_MS;
+  const tickets = await fetchScopedTicketsByCreatedRange(ctx, tenantId, viewer, startMs, endMs, companyId);
 
   const timeline = new Map<string, Map<string, number>>();
   for (let ts = startMs; ts < endMs; ts += ONE_DAY_MS) {

convex/tickets.ts

@@ -3,7 +3,7 @@ import { mutation, query } from "./_generated/server";
 import { api } from "./_generated/api";
 import type { MutationCtx, QueryCtx } from "./_generated/server";
 import { ConvexError, v } from "convex/values";
-import { Id, type Doc } from "./_generated/dataModel";
+import { Id, type Doc, type TableNames } from "./_generated/dataModel";
 
 import { requireAdmin, requireStaff, requireUser } from "./rbac";
 import {
@@ -1379,12 +1379,12 @@ function getCustomFieldRecordEntry(
   return Object.prototype.hasOwnProperty.call(record, key) ? record[key] : undefined;
 }
 
-const DEFAULT_TICKETS_LIST_LIMIT = 250;
+const DEFAULT_TICKETS_LIST_LIMIT = 120;
 const MIN_TICKETS_LIST_LIMIT = 25;
-const MAX_TICKETS_LIST_LIMIT = 600;
+const MAX_TICKETS_LIST_LIMIT = 400;
-const MAX_FETCH_LIMIT = 1000;
+const MAX_FETCH_LIMIT = 400;
-const FETCH_MULTIPLIER_NO_SEARCH = 3;
+const BASE_FETCH_PADDING = 50;
-const FETCH_MULTIPLIER_WITH_SEARCH = 5;
+const SEARCH_FETCH_PADDING = 200;
 
 function clampTicketLimit(limit: number) {
   if (!Number.isFinite(limit)) return DEFAULT_TICKETS_LIST_LIMIT;
@@ -1392,11 +1392,31 @@ function clampTicketLimit(limit: number) {
 }
 
 function computeFetchLimit(limit: number, hasSearch: boolean) {
-  const multiplier = hasSearch ? FETCH_MULTIPLIER_WITH_SEARCH : FETCH_MULTIPLIER_NO_SEARCH;
+  const padding = hasSearch ? SEARCH_FETCH_PADDING : BASE_FETCH_PADDING;
-  const target = limit * multiplier;
+  const target = limit + padding;
   return Math.max(limit, Math.min(MAX_FETCH_LIMIT, target));
 }
 
+async function loadDocs<TableName extends TableNames>(
+  ctx: QueryCtx,
+  ids: (Id<TableName> | null | undefined)[],
+): Promise<Map<string, Doc<TableName>>> {
+  const uniqueIds = Array.from(
+    new Set(ids.filter((value): value is Id<TableName> => Boolean(value))),
+  );
+  if (uniqueIds.length === 0) {
+    return new Map();
+  }
+  const docs = await Promise.all(uniqueIds.map((id) => ctx.db.get(id)));
+  const map = new Map<string, Doc<TableName>>();
+  docs.forEach((doc, index) => {
+    if (doc) {
+      map.set(String(uniqueIds[index]), doc);
+    }
+  });
+  return map;
+}
+
 function dedupeTicketsById(tickets: Doc<"tickets">[]) {
   const seen = new Set<string>();
   const result: Doc<"tickets">[] = [];
@@ -1515,63 +1535,84 @@ export const list = query({
     }
 
     const limited = filtered.slice(0, requestedLimit);
-    const categoryCache = new Map<string, Doc<"ticketCategories"> | null>();
+    if (limited.length === 0) {
-    const subcategoryCache = new Map<string, Doc<"ticketSubcategories"> | null>();
+      return [];
-    const machineCache = new Map<string, Doc<"machines"> | null>();
-    // hydrate requester and assignee
-    const result = await Promise.all(
-      limited.map(async (t) => {
-        const requester = (await ctx.db.get(t.requesterId)) as Doc<"users"> | null;
-        const assignee = t.assigneeId ? ((await ctx.db.get(t.assigneeId)) as Doc<"users"> | null) : null;
-        const queue = t.queueId ? ((await ctx.db.get(t.queueId)) as Doc<"queues"> | null) : null;
-        const company = t.companyId ? ((await ctx.db.get(t.companyId)) as Doc<"companies"> | null) : null;
-        const queueName = normalizeQueueName(queue);
-        const activeSession = t.activeSessionId ? await ctx.db.get(t.activeSessionId) : null;
-        let categorySummary: { id: Id<"ticketCategories">; name: string } | null = null;
-        let subcategorySummary: { id: Id<"ticketSubcategories">; name: string } | null = null;
-        if (t.categoryId) {
-          if (!categoryCache.has(t.categoryId)) {
-            categoryCache.set(t.categoryId, await ctx.db.get(t.categoryId));
-          }
-          const category = categoryCache.get(t.categoryId);
-          if (category) {
-            categorySummary = { id: category._id, name: category.name };
-          }
-        }
-        if (t.subcategoryId) {
-          if (!subcategoryCache.has(t.subcategoryId)) {
-            subcategoryCache.set(t.subcategoryId, await ctx.db.get(t.subcategoryId));
-          }
-          const subcategory = subcategoryCache.get(t.subcategoryId);
-          if (subcategory) {
-            subcategorySummary = { id: subcategory._id, name: subcategory.name };
     }
+
+    const [
+      requesterDocs,
+      assigneeDocs,
+      queueDocs,
+      companyDocs,
+      machineDocs,
+      activeSessionDocs,
+      categoryDocs,
+      subcategoryDocs,
+    ] = await Promise.all([
+      loadDocs(ctx, limited.map((t) => t.requesterId)),
+      loadDocs(ctx, limited.map((t) => (t.assigneeId as Id<"users"> | null) ?? null)),
+      loadDocs(ctx, limited.map((t) => (t.queueId as Id<"queues"> | null) ?? null)),
+      loadDocs(ctx, limited.map((t) => (t.companyId as Id<"companies"> | null) ?? null)),
+      loadDocs(ctx, limited.map((t) => (t.machineId as Id<"machines"> | null) ?? null)),
+      loadDocs(ctx, limited.map((t) => (t.activeSessionId as Id<"ticketWorkSessions"> | null) ?? null)),
+      loadDocs(ctx, limited.map((t) => (t.categoryId as Id<"ticketCategories"> | null) ?? null)),
+      loadDocs(ctx, limited.map((t) => (t.subcategoryId as Id<"ticketSubcategories"> | null) ?? null)),
+    ]);
+
+    const serverNow = Date.now();
+    const result = limited.map((t) => {
+      const requesterSnapshot = t.requesterSnapshot as UserSnapshot | undefined;
+      const requesterDoc = requesterDocs.get(String(t.requesterId)) ?? null;
+      const requesterSummary = requesterDoc
+        ? buildRequesterSummary(requesterDoc, t.requesterId, { ticketId: t._id })
+        : buildRequesterFromSnapshot(t.requesterId, requesterSnapshot, { ticketId: t._id });
+
+      const assigneeDoc = t.assigneeId
+        ? assigneeDocs.get(String(t.assigneeId)) ?? null
+        : null;
+      const assigneeSummary = t.assigneeId
+        ? assigneeDoc
+          ? {
+              id: assigneeDoc._id,
+              name: assigneeDoc.name,
+              email: assigneeDoc.email,
+              avatarUrl: assigneeDoc.avatarUrl,
+              teams: normalizeTeams(assigneeDoc.teams),
             }
+          : buildAssigneeFromSnapshot(t.assigneeId, t.assigneeSnapshot ?? undefined)
+        : null;
+
+      const queueDoc = t.queueId ? queueDocs.get(String(t.queueId)) ?? null : null;
+      const queueName = normalizeQueueName(queueDoc);
+
+      const companyDoc = t.companyId ? companyDocs.get(String(t.companyId)) ?? null : null;
+      const companySummary = companyDoc
+        ? { id: companyDoc._id, name: companyDoc.name, isAvulso: companyDoc.isAvulso ?? false }
+        : t.companyId || t.companySnapshot
+        ? buildCompanyFromSnapshot(t.companyId as Id<"companies"> | undefined, t.companySnapshot ?? undefined)
+        : null;
+
       const machineSnapshot = t.machineSnapshot as
         | {
-              hostname?: string
+            hostname?: string;
-              persona?: string
+            persona?: string;
-              assignedUserName?: string
+            assignedUserName?: string;
-              assignedUserEmail?: string
+            assignedUserEmail?: string;
-              status?: string
+            status?: string;
           }
         | undefined;
+      const machineDoc = t.machineId ? machineDocs.get(String(t.machineId)) ?? null : null;
       let machineSummary:
         | {
-              id: Id<"machines"> | null
+            id: Id<"machines"> | null;
-              hostname: string | null
+            hostname: string | null;
-              persona: string | null
+            persona: string | null;
-              assignedUserName: string | null
+            assignedUserName: string | null;
-              assignedUserEmail: string | null
+            assignedUserEmail: string | null;
-              status: string | null
+            status: string | null;
           }
         | null = null;
       if (t.machineId) {
-          const cacheKey = String(t.machineId);
-          if (!machineCache.has(cacheKey)) {
-            machineCache.set(cacheKey, (await ctx.db.get(t.machineId)) as Doc<"machines"> | null);
-          }
-          const machineDoc = machineCache.get(cacheKey);
         machineSummary = {
           id: t.machineId,
           hostname: machineDoc?.hostname ?? machineSnapshot?.hostname ?? null,
@@ -1590,7 +1631,31 @@ export const list = query({
           status: machineSnapshot.status ?? null,
         };
       }
-        const serverNow = Date.now()
+
+      const categoryDoc = t.categoryId ? categoryDocs.get(String(t.categoryId)) ?? null : null;
+      const categorySummary = categoryDoc
+        ? { id: categoryDoc._id, name: categoryDoc.name }
+        : null;
+
+      const subcategoryDoc = t.subcategoryId
+        ? subcategoryDocs.get(String(t.subcategoryId)) ?? null
+        : null;
+      const subcategorySummary = subcategoryDoc
+        ? { id: subcategoryDoc._id, name: subcategoryDoc.name, categoryId: subcategoryDoc.categoryId }
+        : null;
+
+      const activeSessionDoc = t.activeSessionId
+        ? activeSessionDocs.get(String(t.activeSessionId)) ?? null
+        : null;
+      const activeSession = activeSessionDoc
+        ? {
+            id: activeSessionDoc._id,
+            agentId: activeSessionDoc.agentId,
+            startedAt: activeSessionDoc.startedAt,
+            workType: activeSessionDoc.workType ?? "INTERNAL",
+          }
+        : null;
+
       return {
         id: t._id,
         reference: t.reference,
@@ -1603,34 +1668,20 @@ export const list = query({
         queue: queueName,
         csatScore: typeof t.csatScore === "number" ? t.csatScore : null,
         csatMaxScore: typeof t.csatMaxScore === "number" ? t.csatMaxScore : null,
-          csatComment: typeof t.csatComment === "string" && t.csatComment.trim().length > 0 ? t.csatComment.trim() : null,
+        csatComment:
+          typeof t.csatComment === "string" && t.csatComment.trim().length > 0
+            ? t.csatComment.trim()
+            : null,
         csatRatedAt: t.csatRatedAt ?? null,
         csatRatedBy: t.csatRatedBy ? String(t.csatRatedBy) : null,
         formTemplate: t.formTemplate ?? null,
-      formTemplateLabel: resolveFormTemplateLabel(t.formTemplate ?? null, t.formTemplateLabel ?? null),
+        formTemplateLabel: resolveFormTemplateLabel(
-          company: company
+          t.formTemplate ?? null,
-            ? { id: company._id, name: company.name, isAvulso: company.isAvulso ?? false }
+          t.formTemplateLabel ?? null,
-            : t.companyId || t.companySnapshot
-            ? buildCompanyFromSnapshot(t.companyId as Id<"companies"> | undefined, t.companySnapshot ?? undefined)
-            : null,
-          requester: requester
-            ? buildRequesterSummary(requester, t.requesterId, { ticketId: t._id })
-            : buildRequesterFromSnapshot(
-                t.requesterId,
-                t.requesterSnapshot ?? undefined,
-                { ticketId: t._id }
         ),
-          assignee: t.assigneeId
+        company: companySummary,
-            ? assignee
+        requester: requesterSummary,
-              ? {
+        assignee: assigneeSummary,
-                  id: assignee._id,
-                  name: assignee.name,
-                  email: assignee.email,
-                  avatarUrl: assignee.avatarUrl,
-                  teams: normalizeTeams(assignee.teams),
-                }
-              : buildAssigneeFromSnapshot(t.assigneeId, t.assigneeSnapshot ?? undefined)
-            : null,
         slaPolicy: null,
         dueAt: t.dueAt ?? null,
         firstResponseAt: t.firstResponseAt ?? null,
@@ -1648,18 +1699,11 @@ export const list = query({
           internalWorkedMs: t.internalWorkedMs ?? 0,
           externalWorkedMs: t.externalWorkedMs ?? 0,
           serverNow,
-            activeSession: activeSession
+          activeSession,
-              ? {
-                  id: activeSession._id,
-                  agentId: activeSession.agentId,
-                  startedAt: activeSession.startedAt,
-                  workType: activeSession.workType ?? "INTERNAL",
-                }
-              : null,
         },
       };
-      })
+    });
-    );
+
     // sort by updatedAt desc
     return result.sort((a, b) => (b.updatedAt ?? 0) - (a.updatedAt ?? 0));
   },

stack.yml

@@ -85,7 +85,7 @@ services:
         failure_action: rollback
       resources:
         limits:
-          memory: "4G"
+          memory: "5G"
       restart_policy:
         condition: any
       placement:
@@ -114,7 +114,7 @@ services:
       - NEXT_PUBLIC_DEPLOYMENT_URL=https://convex.esdrasrenan.com.br
     deploy:
       mode: replicated
-      replicas: 1
+      replicas: 0
       placement:
         constraints:
           - node.role == manager