feat: add SLA category breakdown report

convex/reports.ts

@@ -30,6 +30,23 @@ function average(values: number[]) {
   return values.reduce((sum, value) => sum + value, 0) / values.length;
 }
 
+function resolveCategoryName(
+  categoryId: string | null,
+  snapshot: { categoryName?: string } | null,
+  categories: Map<string, Doc<"ticketCategories">>
+) {
+  if (categoryId) {
+    const category = categories.get(categoryId)
+    if (category?.name) {
+      return category.name
+    }
+  }
+  if (snapshot?.categoryName && snapshot.categoryName.trim().length > 0) {
+    return snapshot.categoryName.trim()
+  }
+  return "Sem categoria"
+}
+
 export const OPEN_STATUSES = new Set<TicketStatusNormalized>(["PENDING", "AWAITING_ATTENDANCE", "PAUSED"]);
 export const ONE_DAY_MS = 24 * 60 * 60 * 1000;
 
@@ -95,6 +112,18 @@ export async function fetchTickets(ctx: QueryCtx, tenantId: string) {
     .collect();
 }
 
+async function fetchCategoryMap(ctx: QueryCtx, tenantId: string) {
+  const categories = await ctx.db
+    .query("ticketCategories")
+    .withIndex("by_tenant", (q) => q.eq("tenantId", tenantId))
+    .collect();
+  const map = new Map<string, Doc<"ticketCategories">>();
+  for (const category of categories) {
+    map.set(String(category._id), category);
+  }
+  return map;
+}
+
 export async function fetchScopedTickets(
   ctx: QueryCtx,
   tenantId: string,
@@ -375,6 +404,7 @@ export async function slaOverviewHandler(
   const startMs = endMs - days * ONE_DAY_MS;
   const inRange = tickets.filter((t) => t.createdAt >= startMs && t.createdAt < endMs);
   const queues = await fetchQueues(ctx, tenantId);
+  const categoriesMap = await fetchCategoryMap(ctx, tenantId);
 
   const now = Date.now();
   const openTickets = inRange.filter((ticket) => OPEN_STATUSES.has(normalizeStatus(ticket.status)));
@@ -400,6 +430,53 @@ export async function slaOverviewHandler(
     };
   });
 
+  const categoryStats = new Map<
+    string,
+    {
+      categoryId: string | null
+      categoryName: string
+      priority: string
+      total: number
+      responseMet: number
+      solutionMet: number
+    }
+  >()
+
+  for (const ticket of inRange) {
+    const snapshot = (ticket.slaSnapshot ?? null) as { categoryId?: Id<"ticketCategories">; categoryName?: string; priority?: string } | null
+    const rawCategoryId = ticket.categoryId ? String(ticket.categoryId) : snapshot?.categoryId ? String(snapshot.categoryId) : null
+    const categoryName = resolveCategoryName(rawCategoryId, snapshot, categoriesMap)
+    const priority = (snapshot?.priority ?? ticket.priority ?? "MEDIUM").toUpperCase()
+    const key = `${rawCategoryId ?? "uncategorized"}::${priority}`
+    let stat = categoryStats.get(key)
+    if (!stat) {
+      stat = {
+        categoryId: rawCategoryId,
+        categoryName,
+        priority,
+        total: 0,
+        responseMet: 0,
+        solutionMet: 0,
+      }
+      categoryStats.set(key, stat)
+    }
+    stat.total += 1
+    if (ticket.slaResponseStatus === "met") {
+      stat.responseMet += 1
+    }
+    if (ticket.slaSolutionStatus === "met") {
+      stat.solutionMet += 1
+    }
+  }
+
+  const categoryBreakdown = Array.from(categoryStats.values())
+    .map((entry) => ({
+      ...entry,
+      responseRate: entry.total > 0 ? entry.responseMet / entry.total : null,
+      solutionRate: entry.total > 0 ? entry.solutionMet / entry.total : null,
+    }))
+    .sort((a, b) => b.total - a.total)
+
   return {
     totals: {
       total: inRange.length,
@@ -416,6 +493,7 @@ export async function slaOverviewHandler(
       resolvedCount: resolutionTimes.length,
     },
     queueBreakdown,
+    categoryBreakdown,
     rangeDays: days,
   };
 }