feat: refresh dashboards experience
This commit is contained in:
Esdras Renan
parent
1900f65e5e
commit
d7d6b748cc
9 changed files with 1626 additions and 281 deletions
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@ -1,4 +1,4 @@
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import { v } from "convex/values"
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import { ConvexError, v } from "convex/values"
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import type { Doc, Id } from "./_generated/dataModel"
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import { query } from "./_generated/server"
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@ -90,6 +90,178 @@ function filterTicketsByQueue<T extends { queueId?: Id<"queues"> | null }>(
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})
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}
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type AgentStatsRaw = {
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agentId: Id<"users">
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name: string | null
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email: string | null
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open: number
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paused: number
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resolved: number
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totalSla: number
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compliantSla: number
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resolutionMinutes: number[]
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firstResponseMinutes: number[]
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}
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type AgentStatsComputed = {
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agentId: string
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name: string | null
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email: string | null
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open: number
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paused: number
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resolved: number
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slaRate: number | null
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avgResolutionMinutes: number | null
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avgFirstResponseMinutes: number | null
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totalSla: number
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compliantSla: number
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}
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function average(values: number[]): number | null {
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if (!values || values.length === 0) return null
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const sum = values.reduce((acc, value) => acc + value, 0)
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return sum / values.length
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}
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function isTicketCompliant(ticket: Doc<"tickets">, now: number) {
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const dueAt = typeof ticket.dueAt === "number" ? ticket.dueAt : null
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const resolvedAt = typeof ticket.resolvedAt === "number" ? ticket.resolvedAt : null
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if (dueAt) {
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if (resolvedAt) {
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return resolvedAt <= dueAt
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}
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return dueAt >= now
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}
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return resolvedAt !== null
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}
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function ensureAgentStats(map: Map<string, AgentStatsRaw>, ticket: Doc<"tickets">): AgentStatsRaw | null {
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const assigneeId = ticket.assigneeId
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if (!assigneeId) return null
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const key = String(assigneeId)
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let stats = map.get(key)
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const snapshot = ticket.assigneeSnapshot as { name?: string | null; email?: string | null } | undefined
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const snapshotName = snapshot?.name ?? null
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const snapshotEmail = snapshot?.email ?? null
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if (!stats) {
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stats = {
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agentId: assigneeId,
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name: snapshotName,
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email: snapshotEmail,
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open: 0,
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paused: 0,
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resolved: 0,
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totalSla: 0,
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compliantSla: 0,
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resolutionMinutes: [],
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firstResponseMinutes: [],
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}
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map.set(key, stats)
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} else {
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if (!stats.name && snapshotName) stats.name = snapshotName
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if (!stats.email && snapshotEmail) stats.email = snapshotEmail
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}
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return stats
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}
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async function computeAgentStats(
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ctx: QueryCtx,
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tenantId: string,
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viewer: Viewer,
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rangeDays: number,
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agentFilter?: Id<"users">,
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) {
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const scopedTickets = await fetchScopedTickets(ctx, tenantId, viewer)
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const end = new Date()
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end.setUTCHours(0, 0, 0, 0)
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const endMs = end.getTime() + ONE_DAY_MS
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const startMs = endMs - rangeDays * ONE_DAY_MS
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const statsMap = new Map<string, AgentStatsRaw>()
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const matchesFilter = (ticket: Doc<"tickets">) => {
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if (!ticket.assigneeId) return false
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if (agentFilter && ticket.assigneeId !== agentFilter) return false
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return true
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}
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for (const ticket of scopedTickets) {
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if (!matchesFilter(ticket)) continue
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const stats = ensureAgentStats(statsMap, ticket)
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if (!stats) continue
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const status = normalizeStatus(ticket.status)
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if (status === "PAUSED") {
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stats.paused += 1
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} else if (OPEN_STATUSES.has(status)) {
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stats.open += 1
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}
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}
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const inRange = scopedTickets.filter(
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(ticket) => matchesFilter(ticket) && ticket.createdAt >= startMs && ticket.createdAt < endMs,
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)
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const now = Date.now()
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for (const ticket of inRange) {
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const stats = ensureAgentStats(statsMap, ticket)
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if (!stats) continue
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stats.totalSla += 1
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if (isTicketCompliant(ticket, now)) {
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stats.compliantSla += 1
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}
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const status = normalizeStatus(ticket.status)
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if (
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status === "RESOLVED" &&
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typeof ticket.resolvedAt === "number" &&
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ticket.resolvedAt >= startMs &&
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ticket.resolvedAt < endMs
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) {
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stats.resolved += 1
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stats.resolutionMinutes.push((ticket.resolvedAt - ticket.createdAt) / 60000)
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}
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if (
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typeof ticket.firstResponseAt === "number" &&
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ticket.firstResponseAt >= startMs &&
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ticket.firstResponseAt < endMs
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) {
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stats.firstResponseMinutes.push((ticket.firstResponseAt - ticket.createdAt) / 60000)
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}
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}
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const agentIds = Array.from(statsMap.keys()) as string[]
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if (agentIds.length > 0) {
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const docs = await Promise.all(agentIds.map((id) => ctx.db.get(id as Id<"users">)))
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docs.forEach((doc, index) => {
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const stats = statsMap.get(agentIds[index])
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if (!stats || !doc) return
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if (!stats.name && doc.name) stats.name = doc.name
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if (!stats.email && doc.email) stats.email = doc.email
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})
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}
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const computed = new Map<string, AgentStatsComputed>()
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for (const [key, raw] of statsMap.entries()) {
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const avgResolution = average(raw.resolutionMinutes)
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const avgFirstResponse = average(raw.firstResponseMinutes)
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const slaRate =
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raw.totalSla > 0 ? Math.min(1, Math.max(0, raw.compliantSla / raw.totalSla)) : null
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computed.set(key, {
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agentId: key,
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name: raw.name ?? raw.email ?? null,
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email: raw.email ?? null,
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open: raw.open,
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paused: raw.paused,
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resolved: raw.resolved,
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slaRate,
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avgResolutionMinutes: avgResolution,
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avgFirstResponseMinutes: avgFirstResponse,
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totalSla: raw.totalSla,
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compliantSla: raw.compliantSla,
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})
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}
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return computed
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}
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const metricResolvers: Record<string, MetricResolver> = {
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"tickets.opened_resolved_by_day": async (ctx, { tenantId, viewer, params }) => {
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const rangeDays = parseRange(params)
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@ -419,6 +591,151 @@ const metricResolvers: Record<string, MetricResolver> = {
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data: summary,
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}
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},
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"agents.self_ticket_status": async (ctx, { tenantId, viewer, viewerId, params }) => {
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const rangeDays = parseRange(params)
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const statsMap = await computeAgentStats(ctx, tenantId, viewer, rangeDays, viewerId)
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const stats = statsMap.get(String(viewerId))
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const data = [
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{ status: "Abertos", total: stats?.open ?? 0 },
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{ status: "Pausados", total: stats?.paused ?? 0 },
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{ status: "Resolvidos", total: stats?.resolved ?? 0 },
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]
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return {
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meta: { kind: "collection", key: "agents.self_ticket_status", rangeDays },
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data,
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}
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},
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"agents.self_open_total": async (ctx, { tenantId, viewer, viewerId, params }) => {
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const rangeDays = parseRange(params)
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const statsMap = await computeAgentStats(ctx, tenantId, viewer, rangeDays, viewerId)
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const stats = statsMap.get(String(viewerId))
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return {
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meta: { kind: "single", key: "agents.self_open_total", unit: "tickets", rangeDays },
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data: { value: stats?.open ?? 0 },
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}
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},
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"agents.self_paused_total": async (ctx, { tenantId, viewer, viewerId, params }) => {
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const rangeDays = parseRange(params)
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const statsMap = await computeAgentStats(ctx, tenantId, viewer, rangeDays, viewerId)
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const stats = statsMap.get(String(viewerId))
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return {
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meta: { kind: "single", key: "agents.self_paused_total", unit: "tickets", rangeDays },
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data: { value: stats?.paused ?? 0 },
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}
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},
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"agents.self_resolved_total": async (ctx, { tenantId, viewer, viewerId, params }) => {
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const rangeDays = parseRange(params)
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const statsMap = await computeAgentStats(ctx, tenantId, viewer, rangeDays, viewerId)
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const stats = statsMap.get(String(viewerId))
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return {
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meta: { kind: "single", key: "agents.self_resolved_total", unit: "tickets", rangeDays },
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data: { value: stats?.resolved ?? 0 },
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}
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},
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"agents.self_sla_rate": async (ctx, { tenantId, viewer, viewerId, params }) => {
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const rangeDays = parseRange(params)
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const statsMap = await computeAgentStats(ctx, tenantId, viewer, rangeDays, viewerId)
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const stats = statsMap.get(String(viewerId))
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return {
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meta: { kind: "single", key: "agents.self_sla_rate", rangeDays },
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data: {
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value: stats?.slaRate ?? 0,
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total: stats?.totalSla ?? 0,
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compliant: stats?.compliantSla ?? 0,
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},
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}
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},
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"agents.self_avg_resolution_minutes": async (ctx, { tenantId, viewer, viewerId, params }) => {
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const rangeDays = parseRange(params)
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const statsMap = await computeAgentStats(ctx, tenantId, viewer, rangeDays, viewerId)
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const stats = statsMap.get(String(viewerId))
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const raw = stats?.avgResolutionMinutes ?? null
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const value = raw !== null ? Math.round(raw * 10) / 10 : 0
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return {
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meta: { kind: "single", key: "agents.self_avg_resolution_minutes", unit: "minutes", rangeDays },
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data: { value },
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}
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},
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"agents.team_overview": async (ctx, { tenantId, viewer, params }) => {
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if (viewer.role !== "ADMIN" && viewer.role !== "MANAGER") {
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throw new ConvexError("Apenas administradores podem acessar esta métrica.")
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}
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const rangeDays = parseRange(params)
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const statsMap = await computeAgentStats(ctx, tenantId, viewer, rangeDays)
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const data = Array.from(statsMap.values())
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.map((stats) => ({
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agentId: stats.agentId,
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agentName: stats.name ?? stats.email ?? "Agente",
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open: stats.open,
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paused: stats.paused,
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resolved: stats.resolved,
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slaRate: stats.slaRate !== null ? Math.round(stats.slaRate * 1000) / 10 : null,
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avgResolutionMinutes:
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stats.avgResolutionMinutes !== null ? Math.round(stats.avgResolutionMinutes * 10) / 10 : null,
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}))
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.sort((a, b) => b.resolved - a.resolved)
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return {
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meta: { kind: "collection", key: "agents.team_overview", rangeDays },
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data,
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}
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},
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"agents.team_resolved_total": async (ctx, { tenantId, viewer, params }) => {
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if (viewer.role !== "ADMIN" && viewer.role !== "MANAGER") {
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throw new ConvexError("Apenas administradores podem acessar esta métrica.")
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}
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const rangeDays = parseRange(params)
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const statsMap = await computeAgentStats(ctx, tenantId, viewer, rangeDays)
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const data = Array.from(statsMap.values())
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.map((stats) => ({
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agentId: stats.agentId,
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agentName: stats.name ?? stats.email ?? "Agente",
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resolved: stats.resolved,
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}))
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.sort((a, b) => b.resolved - a.resolved)
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return {
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meta: { kind: "collection", key: "agents.team_resolved_total", rangeDays },
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data,
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}
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},
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"agents.team_sla_rate": async (ctx, { tenantId, viewer, params }) => {
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if (viewer.role !== "ADMIN" && viewer.role !== "MANAGER") {
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throw new ConvexError("Apenas administradores podem acessar esta métrica.")
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}
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const rangeDays = parseRange(params)
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const statsMap = await computeAgentStats(ctx, tenantId, viewer, rangeDays)
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const data = Array.from(statsMap.values())
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.map((stats) => ({
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agentId: stats.agentId,
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agentName: stats.name ?? stats.email ?? "Agente",
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compliance: stats.slaRate ?? 0,
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total: stats.totalSla,
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compliant: stats.compliantSla,
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}))
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.sort((a, b) => (b.compliance ?? 0) - (a.compliance ?? 0))
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return {
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meta: { kind: "collection", key: "agents.team_sla_rate", rangeDays },
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data,
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}
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},
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"agents.team_avg_resolution_minutes": async (ctx, { tenantId, viewer, params }) => {
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if (viewer.role !== "ADMIN" && viewer.role !== "MANAGER") {
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throw new ConvexError("Apenas administradores podem acessar esta métrica.")
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}
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const rangeDays = parseRange(params)
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const statsMap = await computeAgentStats(ctx, tenantId, viewer, rangeDays)
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const data = Array.from(statsMap.values())
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.map((stats) => ({
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agentId: stats.agentId,
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agentName: stats.name ?? stats.email ?? "Agente",
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minutes:
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stats.avgResolutionMinutes !== null ? Math.round(stats.avgResolutionMinutes * 10) / 10 : 0,
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}))
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.sort((a, b) => (a.minutes ?? 0) - (b.minutes ?? 0))
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return {
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meta: { kind: "collection", key: "agents.team_avg_resolution_minutes", rangeDays },
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data,
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}
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},
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}
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export const run = query({
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