refine queue metrics and devices ui

convex/crons.ts

@@ -1,14 +1,5 @@
 import { cronJobs } from "convex/server"
-import { api } from "./_generated/api"
 
 const crons = cronJobs()
 
-// Check hourly and the action will gate by America/Sao_Paulo hour
-crons.interval(
-  "hours-usage-alerts-hourly",
-  { hours: 1 },
-  api.alerts_actions.sendHoursUsageAlerts,
-  {}
-)
-
 export default crons

convex/queues.ts

@@ -113,20 +113,39 @@ export const summary = query({
     const queues = await ctx.db.query("queues").withIndex("by_tenant", (q) => q.eq("tenantId", tenantId)).collect();
     const result = await Promise.all(
       queues.map(async (qItem) => {
-        const pending = await ctx.db
+        const tickets = await ctx.db
           .query("tickets")
           .withIndex("by_tenant_queue", (q) => q.eq("tenantId", tenantId).eq("queueId", qItem._id))
           .collect();
-        const waiting = pending.filter((t) => {
+        let pending = 0;
-          const status = normalizeStatus(t.status);
+        let inProgress = 0;
-          return status === "PENDING" || status === "PAUSED";
+        let paused = 0;
-        }).length;
+        let breached = 0;
-        const open = pending.filter((t) => {
+        const now = Date.now();
-          const status = normalizeStatus(t.status);
+        for (const ticket of tickets) {
-          return status !== "RESOLVED";
+          const status = normalizeStatus(ticket.status);
-        }).length;
+          if (status === "PENDING") {
-        const breached = 0;
+            pending += 1;
-        return { id: qItem._id, name: renameQueueString(qItem.name), pending: open, waiting, breached };
+          } else if (status === "AWAITING_ATTENDANCE") {
+            inProgress += 1;
+          } else if (status === "PAUSED") {
+            paused += 1;
+          }
+          if (status !== "RESOLVED") {
+            const dueAt = typeof ticket.dueAt === "number" ? ticket.dueAt : null;
+            if (dueAt && dueAt < now) {
+              breached += 1;
+            }
+          }
+        }
+        return {
+          id: qItem._id,
+          name: renameQueueString(qItem.name),
+          pending,
+          inProgress,
+          paused,
+          breached,
+        };
       })
     );
     return result;

docs/requests-status.md

@@ -0,0 +1,35 @@
+# Solicitações mapeadas
+
+## Tickets e fluxo
+- [feito] Revisão dos status para Pendente / Em andamento / Pausado / Resolvido em listagens e componente de fila.
+- [feito] Botões de play interno/externo com rastreio de horas.
+- [feito] Pausa com motivo obrigatório registrado na timeline.
+- [feito] Encerramento manual com diálogo atualizado e templates.
+- [pendente] Encerramento automático após 3 tentativas de contato (não implementado).
+
+## Comentários e notificações
+- [feito] Comentários internos como padrão para equipe; públicos visíveis ao cliente.
+- [feito] Exportação do histórico completo do ticket em PDF.
+- [feito] E-mails automáticos para comentários públicos e encerramento.
+- [não aplicável] Resumo com IA (feature solicitada, ainda não iniciada).
+
+## Relatórios e contratos
+- [feito] Relatório de horas internas x externas por cliente com exportação XLSX.
+- [feito] Campo "Cliente avulso" e horas contratadas no cadastro de empresas, com alertas configuráveis.
+- [removido] Alertas automáticos por e-mail de uso de horas (cron desativado a pedido).
+
+## Inventário e dispositivos
+- [feito] Unificação de máquinas em “Dispositivos”, suporte a desktops e celulares.
+- [feito] Campos personalizados e templates de exportação no inventário.
+- [aguardando uso] Tag de serviço pode ser adicionada como campo personalizado conforme necessidade.
+
+## Perfis e acesso
+- [feito] Perfis Admin/Agente/Gestor/Usuário com restrições de visualização por empresa.
+- [feito] Motivo da troca de responsável registrado como comentário interno.
+- [feito] Templates de comentário e encerramento gerenciáveis na área de configurações.
+- [feito] Ajuste de horas manual com motivo e log.
+
+## Itens adicionais
+- [pendente] Dashboard personalizado para gestores (fora do escopo atual).
+- [pendente] Integração com IA/assistente para resumo automático.
+- [pendente] Gatilho automático para encerramento por falta de contato (ver item em Tickets e fluxo).

src/components/admin/devices/admin-devices-overview.tsx

@@ -3523,7 +3523,7 @@ export function DeviceDetails({ device }: DeviceDetailsProps) {
                     <button
                       type="button"
                       onClick={copyEmail}
-                        className="inline-flex items-center rounded p-1 text-neutral-500 transition hover:bg-slate-100 hover:text-neutral-700 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-slate-300"
+                      className="inline-flex items-center rounded-md p-1 text-neutral-500 transition hover:bg-[#00d6eb]/15 hover:text-[#0a4760] focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-[#00d6eb]/40 focus-visible:ring-offset-2"
                       title="Copiar e-mail do dispositivo"
                       aria-label="Copiar e-mail do dispositivo"
                     >
@@ -3541,13 +3541,18 @@ export function DeviceDetails({ device }: DeviceDetailsProps) {
               </div>
               {/* Campos personalizados (posicionado logo após métricas) */}
               <div className="space-y-3">
-                <div className="flex items-center justify-between">
+                <div className="flex flex-wrap items-start justify-between gap-3">
+                  <div className="flex flex-col gap-1">
                     <div className="flex items-center gap-2">
                       <h4 className="text-sm font-semibold text-neutral-900">Campos personalizados</h4>
                       <Badge variant="outline" className="rounded-full px-2.5 py-0.5 text-[11px] font-semibold">
                         {(device.customFields ?? []).length}
                       </Badge>
                     </div>
+                    {(!device.customFields || device.customFields.length === 0) ? (
+                      <p className="text-xs text-neutral-500">Nenhum campo personalizado definido para este dispositivo.</p>
+                    ) : null}
+                  </div>
                   <div className="flex items-center gap-2">
                     <Button size="sm" variant="outline" className="gap-2" onClick={() => setCustomFieldsEditorOpen(true)}>
                       <Pencil className="size-4" />
@@ -3564,9 +3569,7 @@ export function DeviceDetails({ device }: DeviceDetailsProps) {
                       </div>
                     ))}
                   </div>
-                ) : (
+                ) : null}
-                  <p className="text-xs text-neutral-500">Nenhum campo personalizado definido para este dispositivo.</p>
-                )}
               </div>
 
               <div className="rounded-2xl border border-[color:var(--accent)] bg-[color:var(--accent)]/80 px-4 py-4">
@@ -3587,18 +3590,10 @@ export function DeviceDetails({ device }: DeviceDetailsProps) {
                       </p>
                     )}
                   </div>
-                  <div className="flex items-center gap-2">
+                  <div className="flex items-center">
                     <div className="flex h-10 min-w-[56px] items-center justify-center rounded-xl border border-[color:var(--accent)] bg-white px-3 text-[color:var(--accent-foreground)] shadow-sm">
                       <span className="text-lg font-semibold leading-none tabular-nums">{totalOpenTickets}</span>
                     </div>
-                    {deviceTicketsHref ? (
-                      <Link
-                        href={deviceTicketsHref}
-                        className="text-xs font-semibold text-accent-foreground underline-offset-4 transition hover:underline focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-[color:var(--accent-foreground)] focus-visible:ring-offset-2"
-                      >
-                        Ver todos
-                      </Link>
-                    ) : null}
                   </div>
                 </div>
                 {totalOpenTickets > 0 ? (
@@ -3630,6 +3625,16 @@ export function DeviceDetails({ device }: DeviceDetailsProps) {
                     })}
                   </div>
                 ) : null}
+                {deviceTicketsHref ? (
+                  <div className="mt-4">
+                    <Link
+                      href={deviceTicketsHref}
+                      className="text-xs font-semibold text-[color:var(--accent-foreground)] underline-offset-4 transition hover:underline focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-[color:var(--accent-foreground)] focus-visible:ring-offset-2"
+                    >
+                      Ver todos
+                    </Link>
+                  </div>
+                ) : null}
               </div>
 
               <div className="flex flex-wrap gap-2">

src/components/app-sidebar.tsx

@@ -11,6 +11,7 @@ import {
   PanelsTopLeft,
   UserCog,
   Building2,
+  Skyscraper,
   Waypoints,
   Clock4,
   Timer,
@@ -105,7 +106,7 @@ const navigation: NavigationGroup[] = [
       {
         title: "Empresas",
         url: "/admin/companies",
-        icon: Building2,
+        icon: Skyscraper,
         requiredRole: "admin",
       },
       { title: "Usuários", url: "/admin/users", icon: Users, requiredRole: "admin" },

src/components/reports/company-report.tsx

@@ -1,6 +1,7 @@
 "use client"
 
-import { useEffect, useState } from "react"
+import { useEffect, useMemo, useState } from "react"
+import Link from "next/link"
 import { useQuery } from "convex/react"
 import { api } from "@/convex/_generated/api"
 import type { Id } from "@/convex/_generated/dataModel"
@@ -8,14 +9,7 @@ import { DEFAULT_TENANT_ID } from "@/lib/constants"
 import { useAuth } from "@/lib/auth-client"
 import { Card, CardContent, CardDescription, CardHeader, CardTitle } from "@/components/ui/card"
 import { Skeleton } from "@/components/ui/skeleton"
-import { Badge } from "@/components/ui/badge"
+import { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from "@/components/ui/select"
-import {
-  Select,
-  SelectContent,
-  SelectItem,
-  SelectTrigger,
-  SelectValue,
-} from "@/components/ui/select"
 import {
   ChartConfig,
   ChartContainer,
@@ -25,6 +19,12 @@ import {
   ChartTooltipContent,
 } from "@/components/ui/chart"
 import { Area, AreaChart, CartesianGrid, XAxis, Bar, BarChart, Pie, PieChart } from "recharts"
+import { SearchableCombobox, type SearchableComboboxOption } from "@/components/ui/searchable-combobox"
+import { TicketPriorityPill } from "@/components/tickets/priority-pill"
+import { TicketStatusBadge } from "@/components/tickets/status-badge"
+import { formatDistanceToNow } from "date-fns"
+import { ptBR } from "date-fns/locale"
+import type { TicketPriority, TicketStatus } from "@/lib/schemas/ticket"
 
 type CompanyRecord = { id: Id<"companies">; name: string }
 
@@ -67,11 +67,20 @@ export function CompanyReport() {
     isStaff && convexUserId ? { tenantId, viewerId: convexUserId as Id<"users"> } : "skip"
   ) as CompanyRecord[] | undefined
 
+  const companyOptions = useMemo<SearchableComboboxOption[]>(
+    () =>
+      (companies ?? []).map((company) => ({
+        value: company.id as string,
+        label: company.name,
+      })),
+    [companies]
+  )
+
   useEffect(() => {
-    if (!selectedCompany && companies && companies.length > 0) {
+    if (!selectedCompany && companyOptions.length > 0) {
-      setSelectedCompany(companies[0].id)
+      setSelectedCompany(companyOptions[0]?.value ?? "")
     }
-  }, [companies, selectedCompany])
+  }, [companyOptions, selectedCompany])
 
   const report = useQuery(
     api.reports.companyOverview,
@@ -142,18 +151,19 @@ export function CompanyReport() {
           <p className="text-sm text-neutral-500">Acompanhe tickets, inventário e colaboradores de um cliente específico.</p>
         </div>
         <div className="flex flex-wrap items-center gap-3">
-          <Select value={selectedCompany} onValueChange={setSelectedCompany} disabled={!companies?.length}>
+          <div className="w-[260px]">
-            <SelectTrigger className="w-[220px] rounded-xl border-slate-200">
+            <SearchableCombobox
-              <SelectValue placeholder="Selecione a empresa" />
+              value={selectedCompany || null}
-            </SelectTrigger>
+              onValueChange={(value) => {
-            <SelectContent className="rounded-xl">
+                if (value) setSelectedCompany(value)
-              {(companies ?? []).map((company) => (
+              }}
-                <SelectItem key={company.id} value={company.id as string}>
+              options={companyOptions}
-                  {company.name}
+              placeholder="Selecionar empresa"
-                </SelectItem>
+              searchPlaceholder="Buscar empresa..."
-              ))}
+              emptyText="Nenhuma empresa encontrada."
-            </SelectContent>
+              disabled={!companyOptions.length}
-          </Select>
+            />
+          </div>
           <Select value={timeRange} onValueChange={(value) => setTimeRange(value as typeof timeRange)}>
             <SelectTrigger className="w-[160px] rounded-xl border-slate-200">
               <SelectValue placeholder="Período" />
@@ -306,10 +316,8 @@ export function CompanyReport() {
 
           <Card className="border-slate-200">
             <CardHeader>
-              <CardTitle className="text-lg font-semibold text-neutral-900">Tickets recentes (máximo 6)</CardTitle>
+              <CardTitle className="text-lg font-semibold text-neutral-900">Tickets recentes</CardTitle>
-              <CardDescription className="text-neutral-600">
+              <CardDescription className="text-neutral-600">Chamados em aberto para a empresa selecionada.</CardDescription>
-                Chamados em aberto para a empresa filtrada.
-              </CardDescription>
             </CardHeader>
             <CardContent className="space-y-3">
               {openTickets.length === 0 ? (
@@ -317,11 +325,12 @@ export function CompanyReport() {
                   Nenhum chamado aberto no período selecionado.
                 </p>
               ) : (
-                <ul className="space-y-3">
+                <div className="space-y-3">
                   {openTickets.map((ticket) => (
-                    <li
+                    <Link
                       key={ticket.id}
-                      className="flex flex-wrap items-center justify-between gap-3 rounded-xl border border-slate-200 bg-white px-3 py-2 shadow-sm"
+                      href={`/tickets/${ticket.id}`}
+                      className="group flex flex-wrap items-center justify-between gap-3 rounded-xl border border-slate-200 bg-white px-4 py-3 text-sm shadow-sm transition hover:-translate-y-0.5 hover:border-slate-300 hover:shadow-md focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-slate-300 focus-visible:ring-offset-2"
                     >
                       <div className="min-w-0 flex-1">
                         <p className="truncate text-sm font-semibold text-neutral-900">
@@ -329,25 +338,25 @@ export function CompanyReport() {
                         </p>
                         <p className="text-xs text-neutral-500">
                           Atualizado{" "}
-                          {new Date(ticket.updatedAt).toLocaleString("pt-BR", {
+                          {formatDistanceToNow(new Date(ticket.updatedAt), {
-                            day: "2-digit",
+                            addSuffix: true,
-                            month: "short",
+                            locale: ptBR,
-                            hour: "2-digit",
-                            minute: "2-digit",
                           })}
                         </p>
                       </div>
                       <div className="flex items-center gap-2">
-                        <Badge variant="outline" className="border-slate-200 text-[11px] uppercase text-neutral-600">
+                        <TicketPriorityPill
-                          {ticket.priority}
+                          priority={ticket.priority as TicketPriority}
-                        </Badge>
+                          className="h-8 rounded-full px-3 text-xs"
-                        <Badge className="bg-indigo-600 text-[11px] uppercase tracking-wide text-white">
+                        />
-                          {STATUS_LABELS[ticket.status] ?? ticket.status}
+                        <TicketStatusBadge
-                        </Badge>
+                          status={ticket.status as TicketStatus}
+                          className="h-8 px-3 text-xs font-semibold"
+                        />
                       </div>
-                    </li>
+                    </Link>
                   ))}
-                </ul>
+                </div>
               )}
             </CardContent>
           </Card>

src/components/tickets/new-ticket-dialog.tsx

@@ -544,7 +544,7 @@ export function NewTicketDialog({ triggerClassName }: { triggerClassName?: strin
       </DialogTrigger>
       <DialogContent className="max-w-4xl gap-0 overflow-hidden rounded-3xl border border-slate-200 bg-white p-0 shadow-2xl lg:max-w-5xl">
         <div className="max-h-[88vh] overflow-y-auto">
-          <div className="space-y-5 px-6 py-7 sm:px-8 md:px-10">
+          <div className="space-y-5 px-6 pt-7 pb-12 sm:px-8 md:px-10">
             <form className="space-y-6" onSubmit={form.handleSubmit(submit)}>
               <div className="flex flex-col gap-4 border-b border-slate-200 pb-5 md:flex-row md:items-start md:justify-between">
                 <DialogHeader className="gap-1.5 p-0">

src/components/tickets/play-next-ticket-card.tsx

@@ -64,8 +64,9 @@ export function PlayNextTicketCard({ context }: PlayNextTicketCardProps) {
             id: "default",
             name: "Geral",
             pending: queueSummary.reduce((acc, item) => acc + item.pending, 0),
-            waiting: queueSummary.reduce((acc, item) => acc + item.waiting, 0),
+            inProgress: queueSummary.reduce((acc, item) => acc + item.inProgress, 0),
-            breached: 0,
+            paused: queueSummary.reduce((acc, item) => acc + item.paused, 0),
+            breached: queueSummary.reduce((acc, item) => acc + item.breached, 0),
           },
           nextTicket: nextTicketUi,
         }
@@ -127,11 +128,15 @@ export function PlayNextTicketCard({ context }: PlayNextTicketCardProps) {
             <span className="font-semibold text-neutral-900">{cardContext.queue.pending}</span>
           </div>
           <div className="flex items-center justify-between">
-            <span>Em espera</span>
+            <span>Em andamento</span>
-            <span className="font-semibold text-neutral-900">{cardContext.queue.waiting}</span>
+            <span className="font-semibold text-neutral-900">{cardContext.queue.inProgress}</span>
           </div>
           <div className="flex items-center justify-between">
-            <span>SLA violado</span>
+            <span>Pausados</span>
+            <span className="font-semibold text-neutral-900">{cardContext.queue.paused}</span>
+          </div>
+          <div className="flex items-center justify-between">
+            <span>Fora do SLA</span>
             <span className="font-semibold text-red-600">{cardContext.queue.breached}</span>
           </div>
         </div>

src/components/tickets/ticket-csat-card.tsx

@@ -221,10 +221,6 @@ export function TicketCsatCard({ ticket }: TicketCsatCardProps) {
             </span>
             {ratedAtRelative ? ` • ${ratedAtRelative}` : null}
           </p>
-        ) : viewerIsStaff ? (
-          <div className="flex items-center gap-2 rounded-lg border border-dashed border-slate-200 bg-slate-50 px-3 py-2 text-xs text-neutral-600">
-            Nenhuma avaliação registrada ainda.
-          </div>
         ) : null}
         {canSubmit ? (
           <div className="space-y-2">

src/components/tickets/ticket-queue-summary.tsx

@@ -38,8 +38,8 @@ export function TicketQueueSummaryCards({ queues }: TicketQueueSummaryProps) {
   return (
     <div className="grid gap-4 grid-cols-[repeat(auto-fit,minmax(22rem,1fr))]">
       {data.map((queue) => {
-        const total = queue.pending + queue.waiting
+        const totalOpen = queue.pending + queue.inProgress + queue.paused
-        const breachPercent = total === 0 ? 0 : Math.round((queue.breached / total) * 100)
+        const breachPercent = totalOpen === 0 ? 0 : Math.round((queue.breached / totalOpen) * 100)
         return (
           <Card
             key={queue.id}
@@ -52,7 +52,7 @@ export function TicketQueueSummaryCards({ queues }: TicketQueueSummaryProps) {
               </CardTitle>
             </CardHeader>
             <CardContent className="space-y-3 sm:space-y-4">
-              <div className="grid min-w-0 grid-cols-1 gap-2.5 sm:grid-cols-2">
+              <div className="grid min-w-0 grid-cols-1 gap-2.5 sm:grid-cols-3">
                 <div className="flex min-w-0 flex-col items-start justify-between gap-2 rounded-xl border border-slate-200 bg-gradient-to-br from-white via-white to-slate-100 px-3 py-2.5 text-left shadow-sm lg:px-4 lg:py-3">
                   <p className="min-w-0 pr-0.5 text-[0.68rem] font-semibold uppercase leading-tight tracking-[0.02em] text-neutral-500 sm:text-[0.72rem] lg:text-xs">
                     Pendentes
@@ -63,25 +63,28 @@ export function TicketQueueSummaryCards({ queues }: TicketQueueSummaryProps) {
                 </div>
                 <div className="flex min-w-0 flex-col items-start justify-between gap-2 rounded-xl border border-sky-200 bg-gradient-to-br from-white via-white to-sky-50 px-3 py-2.5 text-left shadow-sm lg:px-4 lg:py-3">
                   <p className="min-w-0 pr-0.5 text-[0.68rem] font-semibold uppercase leading-tight tracking-[0.02em] text-sky-700 sm:text-[0.72rem] lg:text-xs">
-                    Aguardando resposta
+                    Em andamento
                   </p>
                   <p className="text-2xl font-bold tracking-tight text-sky-700 tabular-nums sm:text-3xl">
-                    {queue.waiting}
+                    {queue.inProgress}
                   </p>
                 </div>
-                <div className="flex min-w-0 flex-col items-start justify-between gap-2 rounded-xl border border-amber-200 bg-gradient-to-br from-white via-white to-amber-50 px-3 py-2.5 text-left shadow-sm sm:col-span-2 lg:px-4 lg:py-3">
+                <div className="flex min-w-0 flex-col items-start justify-between gap-2 rounded-xl border border-amber-200 bg-gradient-to-br from-white via-white to-amber-50 px-3 py-2.5 text-left shadow-sm lg:px-4 lg:py-3">
                   <p className="min-w-0 pr-0.5 text-[0.68rem] font-semibold uppercase leading-tight tracking-[0.02em] text-amber-700 sm:text-[0.72rem] lg:text-xs">
-                    Violados
+                    Pausados
                   </p>
                   <p className="text-2xl font-bold tracking-tight text-amber-700 tabular-nums sm:text-3xl">
-                    {queue.breached}
+                    {queue.paused}
                   </p>
                 </div>
               </div>
               <div className="pt-1">
                 <Progress value={breachPercent} className="h-1.5 bg-slate-100" indicatorClassName="bg-[#00e8ff]" />
                 <span className="mt-2 block text-xs text-neutral-500">
-                  {breachPercent}% com SLA violado nesta fila
+                  {breachPercent}% dos chamados da fila estão fora do SLA
+                </span>
+                <span className="mt-1 block text-xs text-neutral-400">
+                  Em atraso: {queue.breached}
                 </span>
               </div>
             </CardContent>

src/lib/schemas/ticket.ts

@@ -198,7 +198,8 @@ export const ticketQueueSummarySchema = z.object({
   id: z.string(),
   name: z.string(),
   pending: z.number(),
-  waiting: z.number(),
+  inProgress: z.number(),
+  paused: z.number(),
   breached: z.number(),
 })
 export type TicketQueueSummary = z.infer<typeof ticketQueueSummarySchema>