import { action, query } from "./_generated/server";
import type { QueryCtx } from "./_generated/server";
import { ConvexError, v } from "convex/values";
import type { Doc, Id } from "./_generated/dataModel";

import { requireStaff } from "./rbac";
import { getOfflineThresholdMs, getStaleThresholdMs } from "./machines";

export type TicketStatusNormalized = "PENDING" | "AWAITING_ATTENDANCE" | "PAUSED" | "RESOLVED";
type QueryFilterBuilder = { lt: (field: unknown, value: number) => unknown; field: (name: string) => unknown };
export const STATUS_NORMALIZE_MAP: Record<string, TicketStatusNormalized> = {
  NEW: "PENDING",
  PENDING: "PENDING",
  OPEN: "AWAITING_ATTENDANCE",
  AWAITING_ATTENDANCE: "AWAITING_ATTENDANCE",
  ON_HOLD: "PAUSED",
  PAUSED: "PAUSED",
  RESOLVED: "RESOLVED",
  CLOSED: "RESOLVED",
};

export function normalizeStatus(status: string | null | undefined): TicketStatusNormalized {
  if (!status) return "PENDING";
  const normalized = STATUS_NORMALIZE_MAP[status.toUpperCase()];
  return normalized ?? "PENDING";
}

function average(values: number[]) {
  if (values.length === 0) return null;
  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;

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>>;
    collect?: () => Promise<T[]>;
  },
  handler: (doc: T) => void | Promise<void>,
  pageSize = REPORTS_PAGE_SIZE,
) {
  const query = buildQuery();
  if (typeof (query as { paginate?: unknown }).paginate !== "function") {
    const collectFn = (query as { collect?: (() => Promise<T[]>) | undefined }).collect;
    if (typeof collectFn !== "function") {
      throw new ConvexError("Query does not support paginate or collect");
    }
    const docs = await collectFn.call(query);
    for (const doc of docs) {
      await handler(doc);
    }
    return;
  }
  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 withLowerBound<T>(range: T, field: string, value: number): T {
  const candidate = range as { gte?: (field: string, value: number) => unknown };
  if (candidate && typeof candidate.gte === "function") {
    return candidate.gte(field, value) as T;
  }
  return range;
}

function withUpperBound<T>(range: T, field: string, value: number): T {
  const candidate = range as { lt?: (field: string, value: number) => unknown };
  if (candidate && typeof candidate.lt === "function") {
    return candidate.lt(field, value) as T;
  }
  return range;
}

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">[] = [];
  const seen = new Set<string>();

  for (const status of statuses) {
    const snapshot = await ctx.db
      .query("tickets")
      .withIndex("by_tenant_status", (q) => q.eq("tenantId", tenantId).eq("status", status))
      .collect();
    for (const ticket of snapshot) {
      if (!OPEN_STATUSES.has(normalizeStatus(ticket.status))) continue;
      if (scopedCompanyId && ticket.companyId !== scopedCompanyId) continue;
      const key = String(ticket._id);
      if (seen.has(key)) continue;
      seen.add(key);
      results.push(ticket);
    }
  }

  return results;
}

function percentageChange(current: number, previous: number) {
  if (previous === 0) {
    return current === 0 ? 0 : null;
  }
  return ((current - previous) / previous) * 100;
}

function extractScore(payload: unknown): number | null {
  if (typeof payload === "number") return payload;
  if (payload && typeof payload === "object" && "score" in payload) {
    const value = (payload as { score: unknown }).score;
    if (typeof value === "number") {
      return value;
    }
  }
  return null;
}

function extractMaxScore(payload: unknown): number | null {
  if (payload && typeof payload === "object" && "maxScore" in payload) {
    const value = (payload as { maxScore: unknown }).maxScore;
    if (typeof value === "number" && Number.isFinite(value) && value > 0) {
      return value;
    }
  }
  return null;
}

function extractComment(payload: unknown): string | null {
  if (payload && typeof payload === "object" && "comment" in payload) {
    const value = (payload as { comment: unknown }).comment;
    if (typeof value === "string") {
      const trimmed = value.trim();
      return trimmed.length > 0 ? trimmed : null;
    }
  }
  return null;
}

function extractAssignee(payload: unknown): { id: string | null; name: string | null } {
  if (!payload || typeof payload !== "object") {
    return { id: null, name: null }
  }
  const record = payload as Record<string, unknown>
  const rawId = record["assigneeId"]
  const rawName = record["assigneeName"]
  const id = typeof rawId === "string" && rawId.trim().length > 0 ? rawId.trim() : null
  const name = typeof rawName === "string" && rawName.trim().length > 0 ? rawName.trim() : null
  return { id, name }
}

function isNotNull<T>(value: T | null): value is T {
  return value !== null;
}

export async function fetchTickets(ctx: QueryCtx, tenantId: string) {
  const results: Doc<"tickets">[] = [];
  await paginateTickets(
    () => ctx.db.query("tickets").withIndex("by_tenant", (q) => q.eq("tenantId", tenantId)).order("desc"),
    (ticket) => {
      results.push(ticket);
    },
  );
  return results;
}

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,
  viewer: Awaited<ReturnType<typeof requireStaff>>,
) {
  const scopedCompanyId = resolveScopedCompanyId(viewer);
  const results: Doc<"tickets">[] = [];

  await paginateTickets(
    () => {
      if (scopedCompanyId) {
        return ctx.db
          .query("tickets")
          .withIndex("by_tenant_company", (q) => q.eq("tenantId", tenantId).eq("companyId", scopedCompanyId))
          .order("desc");
      }
      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(
  ctx: QueryCtx,
  tenantId: string,
  viewer: Awaited<ReturnType<typeof requireStaff>>,
  startMs: number,
  endMs: number,
  companyId?: Id<"companies">,
) {
  const scopedCompanyId = resolveScopedCompanyId(viewer, companyId);
  const results: Doc<"tickets">[] = [];

  const query = scopedCompanyId
    ? ctx.db
        .query("tickets")
        .withIndex("by_tenant_company_created", (q) => {
          let range = q.eq("tenantId", tenantId).eq("companyId", scopedCompanyId);
          range = withLowerBound(range, "createdAt", startMs);
          range = withUpperBound(range, "createdAt", endMs);
          return range;
        })
        .order("desc")
    : ctx.db
        .query("tickets")
        .withIndex("by_tenant_created", (q) => {
          let range = q.eq("tenantId", tenantId);
          range = withLowerBound(range, "createdAt", startMs);
          range = withUpperBound(range, "createdAt", endMs);
          return range;
        })
        .order("desc");

  const snapshot = await query.collect();
  for (const ticket of snapshot) {
    const createdAt = typeof ticket.createdAt === "number" ? ticket.createdAt : null;
    if (createdAt === null) continue;
    if (createdAt < startMs || createdAt >= endMs) continue;
    results.push(ticket);
  }

  return results;
}

export async function fetchScopedTicketsByResolvedRange(
  ctx: QueryCtx,
  tenantId: string,
  viewer: Awaited<ReturnType<typeof requireStaff>>,
  startMs: number,
  endMs: number,
  companyId?: Id<"companies">,
) {
  const scopedCompanyId = resolveScopedCompanyId(viewer, companyId);
  const results: Doc<"tickets">[] = [];

  const query = scopedCompanyId
    ? ctx.db
        .query("tickets")
        .withIndex("by_tenant_company_resolved", (q) => {
          let range = q.eq("tenantId", tenantId).eq("companyId", scopedCompanyId);
          range = withLowerBound(range, "resolvedAt", startMs);
          range = withUpperBound(range, "resolvedAt", endMs);
          return range;
        })
        .order("desc")
    : ctx.db
        .query("tickets")
        .withIndex("by_tenant_resolved", (q) => {
          let range = q.eq("tenantId", tenantId);
          range = withLowerBound(range, "resolvedAt", startMs);
          range = withUpperBound(range, "resolvedAt", endMs);
          return range;
        })
        .order("desc");

  const snapshot = await query.collect();
  for (const ticket of snapshot) {
    const resolvedAt = typeof ticket.resolvedAt === "number" ? ticket.resolvedAt : null;
    if (resolvedAt === null) continue;
    if (resolvedAt < startMs || resolvedAt >= endMs) continue;
    results.push(ticket);
  }

  return results;
}

async function fetchQueues(ctx: QueryCtx, tenantId: string) {
  return ctx.db
    .query("queues")
    .withIndex("by_tenant", (q) => q.eq("tenantId", tenantId))
    .collect();
}

function deriveMachineStatus(machine: Doc<"machines">, now: number) {
  if (machine.isActive === false) {
    return "deactivated";
  }
  const manualStatus = (machine.status ?? "").toLowerCase();
  if (manualStatus === "maintenance" || manualStatus === "blocked") {
    return manualStatus;
  }
  const offlineMs = getOfflineThresholdMs();
  const staleMs = getStaleThresholdMs(offlineMs);
  if (machine.lastHeartbeatAt) {
    const age = now - machine.lastHeartbeatAt;
    if (age <= offlineMs) return "online";
    if (age <= staleMs) return "offline";
    return "stale";
  }
  return (machine.status ?? "unknown") || "unknown";
}

function formatOsLabel(osName?: string | null, osVersion?: string | null) {
  const name = osName?.trim();
  if (!name) return "Desconhecido";
  const version = osVersion?.trim();
  if (!version) return name;
  const conciseVersion = version.split(" ")[0];
  if (!conciseVersion) return name;
  return `${name} ${conciseVersion}`.trim();
}

type CsatSurvey = {
  ticketId: Id<"tickets">;
  reference: number;
  score: number;
  maxScore: number;
  comment: string | null;
  receivedAt: number;
  assigneeId: string | null;
  assigneeName: string | null;
};

async function collectCsatSurveys(ctx: QueryCtx, tickets: Doc<"tickets">[]): Promise<CsatSurvey[]> {
  const perTicket = await Promise.all(
    tickets.map(async (ticket) => {
      if (typeof ticket.csatScore === "number") {
        const snapshot = (ticket.csatAssigneeSnapshot ?? null) as {
          name?: string | null
          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 = snapshot?.name?.trim?.() || snapshot?.email?.trim?.() || null
        const maxScore =
          typeof ticket.csatMaxScore === "number" && Number.isFinite(ticket.csatMaxScore)
            ? (ticket.csatMaxScore as number)
            : 5
        const receivedAtRaw =
          typeof ticket.csatRatedAt === "number"
            ? ticket.csatRatedAt
            : typeof ticket.resolvedAt === "number"
            ? ticket.resolvedAt
            : ticket.updatedAt ?? ticket.createdAt
        if (typeof receivedAtRaw !== "number") {
          return [];
        }
        return [
          {
            ticketId: ticket._id,
            reference: ticket.reference,
            score: ticket.csatScore,
            maxScore,
            comment:
              typeof ticket.csatComment === "string" && ticket.csatComment.trim().length > 0
                ? ticket.csatComment.trim()
                : null,
            receivedAt: receivedAtRaw,
            assigneeId,
            assigneeName,
          } 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) {
  const date = new Date(timestamp);
  const year = date.getUTCFullYear();
  const month = `${date.getUTCMonth() + 1}`.padStart(2, "0");
  const day = `${date.getUTCDate()}`.padStart(2, "0");
  return `${year}-${month}-${day}`;
}

export async function slaOverviewHandler(
  ctx: QueryCtx,
  { tenantId, viewerId, range, companyId }: { tenantId: string; viewerId: Id<"users">; range?: string; companyId?: Id<"companies"> }
) {
  const viewer = await requireStaff(ctx, viewerId, tenantId);
  // 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 = await fetchScopedTicketsByCreatedRange(ctx, tenantId, viewer, startMs, endMs, companyId);
  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)));
  const resolvedTickets = inRange.filter((ticket) => {
    const status = normalizeStatus(ticket.status);
    return status === "RESOLVED";
  });
  const overdueTickets = openTickets.filter((ticket) => ticket.dueAt && ticket.dueAt < now);

  const firstResponseTimes = inRange
    .filter((ticket) => ticket.firstResponseAt)
    .map((ticket) => (ticket.firstResponseAt! - ticket.createdAt) / 60000);
  const resolutionTimes = resolvedTickets
    .filter((ticket) => ticket.resolvedAt)
    .map((ticket) => (ticket.resolvedAt! - ticket.createdAt) / 60000);

  const queueBreakdown = queues.map((queue) => {
    const count = openTickets.filter((ticket) => ticket.queueId === queue._id).length;
    return {
      id: queue._id,
      name: queue.name,
      open: count,
    };
  });

  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,
      open: openTickets.length,
      resolved: resolvedTickets.length,
      overdue: overdueTickets.length,
    },
    response: {
      averageFirstResponseMinutes: average(firstResponseTimes),
      responsesRegistered: firstResponseTimes.length,
    },
    resolution: {
      averageResolutionMinutes: average(resolutionTimes),
      resolvedCount: resolutionTimes.length,
    },
    queueBreakdown,
    categoryBreakdown,
    rangeDays: days,
  };
}

export const slaOverview = query({
  args: { tenantId: v.string(), viewerId: v.id("users"), range: v.optional(v.string()), companyId: v.optional(v.id("companies")) },
  handler: slaOverviewHandler,
});

export const triggerScheduledExports = action({
  args: {
    tenantId: v.optional(v.string()),
  },
  handler: async (_ctx, args) => {
    const secret = process.env.REPORTS_CRON_SECRET
    const baseUrl =
      process.env.REPORTS_CRON_BASE_URL ??
      process.env.NEXT_PUBLIC_APP_URL ??
      process.env.BETTER_AUTH_URL

    if (!secret || !baseUrl) {
      console.warn("[reports] cron skip: missing REPORTS_CRON_SECRET or base URL")
      return { skipped: true }
    }

    const endpoint = `${baseUrl.replace(/\/$/, "")}/api/reports/schedules/run`
    const response = await fetch(endpoint, {
      method: "POST",
      headers: {
        Authorization: `Bearer ${secret}`,
        "Content-Type": "application/json",
      },
      body: JSON.stringify({ tenantId: args.tenantId }),
    })

    if (!response.ok) {
      const detail = await response.text().catch(() => response.statusText)
      throw new ConvexError(`Falha ao disparar agendamentos: ${response.status} ${detail}`)
    }

    return response.json()
  },
})

export async function csatOverviewHandler(
  ctx: QueryCtx,
  { tenantId, viewerId, range, companyId }: { tenantId: string; viewerId: Id<"users">; range?: string; companyId?: Id<"companies"> }
) {
  const viewer = await requireStaff(ctx, viewerId, tenantId);
  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 surveys = (await collectCsatSurveys(ctx, tickets)).filter((s) => s.receivedAt >= startMs && s.receivedAt < endMs);

  const normalizeToFive = (value: CsatSurvey) => {
    if (!value.maxScore || value.maxScore <= 0) return value.score;
    return Math.min(5, Math.max(1, (value.score / value.maxScore) * 5));
  };

  const averageScore = average(surveys.map((item) => normalizeToFive(item)));
  const distribution = [1, 2, 3, 4, 5].map((score) => ({
    score,
    total: surveys.filter((item) => Math.round(normalizeToFive(item)) === score).length,
  }));

  const positiveThreshold = 4;
  const positiveCount = surveys.filter((item) => normalizeToFive(item) >= positiveThreshold).length;
  const positiveRate = surveys.length > 0 ? positiveCount / surveys.length : null;

  const agentStats = new Map<
    string,
    { id: string; name: string; total: number; sum: number; positive: number }
  >();

  for (const survey of surveys) {
    const normalizedScore = normalizeToFive(survey);
    const key = survey.assigneeId ?? "unassigned";
    const existing = agentStats.get(key) ?? {
      id: key,
      name: survey.assigneeName ?? "Sem responsável",
      total: 0,
      sum: 0,
      positive: 0,
    };
    existing.total += 1;
    existing.sum += normalizedScore;
    if (normalizedScore >= positiveThreshold) {
      existing.positive += 1;
    }
    if (survey.assigneeName && survey.assigneeName.trim().length > 0) {
      existing.name = survey.assigneeName.trim();
    }
    agentStats.set(key, existing);
  }

  const byAgent = Array.from(agentStats.values())
    .map((entry) => ({
      agentId: entry.id === "unassigned" ? null : entry.id,
      agentName: entry.id === "unassigned" ? "Sem responsável" : entry.name,
      totalResponses: entry.total,
      averageScore: entry.total > 0 ? entry.sum / entry.total : null,
      positiveRate: entry.total > 0 ? entry.positive / entry.total : null,
    }))
    .sort((a, b) => {
      const diff = (b.averageScore ?? 0) - (a.averageScore ?? 0);
      if (Math.abs(diff) > 0.0001) return diff;
      return (b.totalResponses ?? 0) - (a.totalResponses ?? 0);
    });

  return {
    totalSurveys: surveys.length,
    averageScore,
    distribution,
    recent: surveys
      .slice()
      .sort((a, b) => b.receivedAt - a.receivedAt)
      .slice(0, 10)
      .map((item) => ({
        ticketId: item.ticketId,
        reference: item.reference,
        score: item.score,
        maxScore: item.maxScore,
        comment: item.comment,
        receivedAt: item.receivedAt,
        assigneeId: item.assigneeId,
        assigneeName: item.assigneeName,
      })),
    rangeDays: days,
    positiveRate,
    byAgent,
  };
}

export const csatOverview = query({
  args: { tenantId: v.string(), viewerId: v.id("users"), range: v.optional(v.string()), companyId: v.optional(v.id("companies")) },
  handler: csatOverviewHandler,
});

export async function openedResolvedByDayHandler(
  ctx: QueryCtx,
  { tenantId, viewerId, range, companyId }: { tenantId: string; viewerId: Id<"users">; range?: string; companyId?: Id<"companies"> }
) {
  const viewer = await requireStaff(ctx, viewerId, tenantId);
  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 openedTickets = await fetchScopedTicketsByCreatedRange(ctx, tenantId, viewer, startMs, endMs, companyId);
  const resolvedTickets = await fetchScopedTicketsByResolvedRange(ctx, tenantId, viewer, startMs, endMs, companyId);

  const opened: Record<string, number> = {}
  const resolved: Record<string, number> = {}

  for (let i = days - 1; i >= 0; i--) {
    const d = new Date(endMs - (i + 1) * ONE_DAY_MS)
    const key = formatDateKey(d.getTime())
    opened[key] = 0
    resolved[key] = 0
  }

  for (const ticket of openedTickets) {
    if (ticket.createdAt >= startMs && ticket.createdAt < endMs) {
      const key = formatDateKey(ticket.createdAt)
      opened[key] = (opened[key] ?? 0) + 1
    }
  }

  for (const ticket of resolvedTickets) {
    if (typeof ticket.resolvedAt !== "number") {
      continue
    }
    const key = formatDateKey(ticket.resolvedAt)
    resolved[key] = (resolved[key] ?? 0) + 1
  }

  const series: Array<{ date: string; opened: number; resolved: number }> = []
  for (let i = days - 1; i >= 0; i--) {
    const d = new Date(endMs - (i + 1) * ONE_DAY_MS)
    const key = formatDateKey(d.getTime())
    series.push({ date: key, opened: opened[key] ?? 0, resolved: resolved[key] ?? 0 })
  }

  return { rangeDays: days, series }
}

export const openedResolvedByDay = query({
  args: { tenantId: v.string(), viewerId: v.id("users"), range: v.optional(v.string()), companyId: v.optional(v.id("companies")) },
  handler: openedResolvedByDayHandler,
})

export async function backlogOverviewHandler(
  ctx: QueryCtx,
  { tenantId, viewerId, range, companyId }: { tenantId: string; viewerId: Id<"users">; range?: string; companyId?: Id<"companies"> }
) {
  const viewer = await requireStaff(ctx, viewerId, tenantId);
  // Optional range filter (createdAt) for reporting purposes
  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 = await fetchScopedTicketsByCreatedRange(ctx, tenantId, viewer, startMs, endMs, companyId);

  const statusCounts = inRange.reduce<Record<TicketStatusNormalized, number>>((acc, ticket) => {
    const status = normalizeStatus(ticket.status);
    acc[status] = (acc[status] ?? 0) + 1;
    return acc;
  }, {} as Record<TicketStatusNormalized, number>);

  const priorityCounts = inRange.reduce<Record<string, number>>((acc, ticket) => {
    acc[ticket.priority] = (acc[ticket.priority] ?? 0) + 1;
    return acc;
  }, {});

  const openTickets = inRange.filter((ticket) => OPEN_STATUSES.has(normalizeStatus(ticket.status)));

  const queueMap = new Map<string, { name: string; count: number }>();
  for (const ticket of openTickets) {
    const queueId = ticket.queueId ? ticket.queueId : "sem-fila";
    const current = queueMap.get(queueId) ?? { name: queueId === "sem-fila" ? "Sem fila" : "", count: 0 };
    current.count += 1;
    queueMap.set(queueId, current);
  }

  const queues = await fetchQueues(ctx, tenantId);

  for (const queue of queues) {
    const entry = queueMap.get(queue._id) ?? { name: queue.name, count: 0 };
    entry.name = queue.name;
    queueMap.set(queue._id, entry);
  }

  return {
    rangeDays: days,
    statusCounts,
    priorityCounts,
    queueCounts: Array.from(queueMap.entries()).map(([id, data]) => ({
      id,
      name: data.name,
      total: data.count,
    })),
    totalOpen: openTickets.length,
  };
}

export const backlogOverview = query({
  args: { tenantId: v.string(), viewerId: v.id("users"), range: v.optional(v.string()), companyId: v.optional(v.id("companies")) },
  handler: backlogOverviewHandler,
});

type QueueTrendPoint = { date: string; opened: number; resolved: number }
type QueueTrendEntry = {
  id: string
  name: string
  openedTotal: number
  resolvedTotal: number
  series: Map<string, QueueTrendPoint>
}

export async function queueLoadTrendHandler(
  ctx: QueryCtx,
  {
    tenantId,
    viewerId,
    range,
    limit,
  }: { tenantId: string; viewerId: Id<"users">; range?: string; limit?: number }
) {
  const viewer = await requireStaff(ctx, viewerId, tenantId)
  const days = range === "90d" ? 90 : range === "30d" ? 30 : 14
  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 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>()
  queues.forEach((queue) => queueNames.set(String(queue._id), queue.name))
  queueNames.set("unassigned", "Sem fila")

  const dayKeys: string[] = []
  for (let i = days - 1; i >= 0; i--) {
    const key = formatDateKey(endMs - (i + 1) * ONE_DAY_MS)
    dayKeys.push(key)
  }

  const stats = new Map<string, QueueTrendEntry>()
  const ensureEntry = (queueId: string) => {
    if (!stats.has(queueId)) {
      const series = new Map<string, QueueTrendPoint>()
      dayKeys.forEach((key) => {
        series.set(key, { date: key, opened: 0, resolved: 0 })
      })
      stats.set(queueId, {
        id: queueId,
        name: queueNames.get(queueId) ?? "Sem fila",
        openedTotal: 0,
        resolvedTotal: 0,
        series,
      })
    }
    return stats.get(queueId)!
  }

  for (const ticket of openedTickets) {
    const queueId = ticket.queueId ? String(ticket.queueId) : "unassigned"
    const entry = ensureEntry(queueId)
    const bucket = entry.series.get(formatDateKey(ticket.createdAt))
    if (bucket) {
      bucket.opened += 1
    }
    entry.openedTotal += 1
  }

  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(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())
    .sort((a, b) => b.openedTotal - a.openedTotal)
    .slice(0, maxEntries)
    .map((entry) => ({
      id: entry.id,
      name: entry.name,
      openedTotal: entry.openedTotal,
      resolvedTotal: entry.resolvedTotal,
      series: dayKeys.map((key) => entry.series.get(key)!),
    }))

  return { rangeDays: days, queues: queuesTrend }
}

export const queueLoadTrend = query({
  args: { tenantId: v.string(), viewerId: v.id("users"), range: v.optional(v.string()), limit: v.optional(v.number()) },
  handler: queueLoadTrendHandler,
})

// Touch to ensure CI convex_deploy runs and that agentProductivity is deployed
export async function agentProductivityHandler(
  ctx: QueryCtx,
  { tenantId, viewerId, range, companyId }: { tenantId: string; viewerId: Id<"users">; range?: string; companyId?: Id<"companies"> }
) {
  const viewer = await requireStaff(ctx, viewerId, tenantId)

  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 = await fetchScopedTicketsByCreatedRange(ctx, tenantId, viewer, startMs, endMs, companyId)
  type Acc = {
    agentId: Id<"users">
    name: string | null
    email: string | null
    open: number
    resolved: number
    avgFirstResponseMinValues: number[]
    avgResolutionMinValues: number[]
    workedMs: number
  }
  const map = new Map<string, Acc>()

  for (const t of inRange) {
    const assigneeId = t.assigneeId ?? null
    if (!assigneeId) continue
    let acc = map.get(assigneeId)
    if (!acc) {
      const user = await ctx.db.get(assigneeId)
      acc = {
        agentId: assigneeId,
        name: user?.name ?? null,
        email: user?.email ?? null,
        open: 0,
        resolved: 0,
        avgFirstResponseMinValues: [],
        avgResolutionMinValues: [],
        workedMs: 0,
      }
      map.set(assigneeId, acc)
    }
    const status = normalizeStatus(t.status)
    if (OPEN_STATUSES.has(status)) acc.open += 1
    if (status === "RESOLVED") acc.resolved += 1
    if (t.firstResponseAt) acc.avgFirstResponseMinValues.push((t.firstResponseAt - t.createdAt) / 60000)
    if (t.resolvedAt) acc.avgResolutionMinValues.push((t.resolvedAt - t.createdAt) / 60000)
  }

  for (const [agentId, acc] of map) {
    const sessions = await ctx.db
      .query("ticketWorkSessions")
      .withIndex("by_agent", (q) => q.eq("agentId", agentId as Id<"users">))
      .collect()
    let total = 0
    for (const s of sessions) {
      const started = s.startedAt
      const ended = s.stoppedAt ?? s.startedAt
      if (ended < startMs || started >= endMs) continue
      total += s.durationMs ?? Math.max(0, (s.stoppedAt ?? Date.now()) - s.startedAt)
    }
    acc.workedMs = total
  }

  const items = Array.from(map.values()).map((acc) => ({
    agentId: acc.agentId,
    name: acc.name,
    email: acc.email,
    open: acc.open,
    resolved: acc.resolved,
    avgFirstResponseMinutes: average(acc.avgFirstResponseMinValues),
    avgResolutionMinutes: average(acc.avgResolutionMinValues),
    workedHours: Math.round((acc.workedMs / 3600000) * 100) / 100,
  }))
  items.sort((a, b) => b.resolved - a.resolved)
  return { rangeDays: days, items }
}

export const agentProductivity = query({
  args: { tenantId: v.string(), viewerId: v.id("users"), range: v.optional(v.string()), companyId: v.optional(v.id("companies")) },
  handler: agentProductivityHandler,
})

type CategoryAgentAccumulator = {
  id: Id<"ticketCategories"> | null
  name: string
  total: number
  resolved: number
  agents: Map<string, { agentId: Id<"users"> | null; name: string | null; total: number }>
}

export async function ticketCategoryInsightsHandler(
  ctx: QueryCtx,
  {
    tenantId,
    viewerId,
    range,
    companyId,
  }: { tenantId: string; viewerId: Id<"users">; range?: string; companyId?: Id<"companies"> }
) {
  const viewer = await requireStaff(ctx, viewerId, tenantId)
  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 = await fetchScopedTicketsByCreatedRange(ctx, tenantId, viewer, startMs, endMs, companyId)
  const categories = await ctx.db
    .query("ticketCategories")
    .withIndex("by_tenant", (q) => q.eq("tenantId", tenantId))
    .collect()

  const categoriesById = new Map<Id<"ticketCategories">, Doc<"ticketCategories">>()
  for (const category of categories) {
    categoriesById.set(category._id, category)
  }

  const stats = new Map<string, CategoryAgentAccumulator>()

  for (const ticket of inRange) {
    const categoryKey = ticket.categoryId ? String(ticket.categoryId) : "uncategorized"
    let stat = stats.get(categoryKey)
    if (!stat) {
      const categoryDoc = ticket.categoryId ? categoriesById.get(ticket.categoryId) : null
      stat = {
        id: ticket.categoryId ?? null,
        name: categoryDoc?.name ?? (ticket.categoryId ? "Categoria removida" : "Sem categoria"),
        total: 0,
        resolved: 0,
        agents: new Map(),
      }
      stats.set(categoryKey, stat)
    }
    stat.total += 1
    if (typeof ticket.resolvedAt === "number" && ticket.resolvedAt >= startMs && ticket.resolvedAt < endMs) {
      stat.resolved += 1
    }

    const agentKey = ticket.assigneeId ? String(ticket.assigneeId) : "unassigned"
    let agent = stat.agents.get(agentKey)
    if (!agent) {
      const snapshotName = ticket.assigneeSnapshot?.name ?? null
      const fallbackName = ticket.assigneeId ? null : "Sem responsável"
      agent = {
        agentId: ticket.assigneeId ?? null,
        name: snapshotName ?? fallbackName ?? "Agente",
        total: 0,
      }
      stat.agents.set(agentKey, agent)
    }
    agent.total += 1
  }

  const categoriesData = Array.from(stats.values())
    .map((stat) => {
      const agents = Array.from(stat.agents.values()).sort((a, b) => b.total - a.total)
      const topAgent = agents[0] ?? null
      return {
        id: stat.id ? String(stat.id) : null,
        name: stat.name,
        total: stat.total,
        resolved: stat.resolved,
        topAgent: topAgent
          ? {
              id: topAgent.agentId ? String(topAgent.agentId) : null,
              name: topAgent.name,
              total: topAgent.total,
            }
          : null,
        agents: agents.slice(0, 5).map((agent) => ({
          id: agent.agentId ? String(agent.agentId) : null,
          name: agent.name,
          total: agent.total,
        })),
      }
    })
    .sort((a, b) => b.total - a.total)

  const spotlight = categoriesData.reduce<
    | null
    | {
        categoryId: string | null
        categoryName: string
        agentId: string | null
        agentName: string | null
        tickets: number
      }
  >((best, current) => {
    if (!current.topAgent) return best
    if (!best || current.topAgent.total > best.tickets) {
      return {
        categoryId: current.id,
        categoryName: current.name,
        agentId: current.topAgent.id,
        agentName: current.topAgent.name,
        tickets: current.topAgent.total,
      }
    }
    return best
  }, null)

  return {
    rangeDays: days,
    totalTickets: inRange.length,
    categories: categoriesData,
    spotlight,
  }
}

export const categoryInsights = query({
  args: {
    tenantId: v.string(),
    viewerId: v.id("users"),
    range: v.optional(v.string()),
    companyId: v.optional(v.id("companies")),
  },
  handler: ticketCategoryInsightsHandler,
})

export async function dashboardOverviewHandler(
  ctx: QueryCtx,
  { tenantId, viewerId }: { tenantId: string; viewerId: Id<"users"> }
) {
  const viewer = await requireStaff(ctx, viewerId, tenantId);
  const now = Date.now();

  const lastDayStart = now - ONE_DAY_MS;
  const previousDayStart = now - 2 * ONE_DAY_MS;
  const lastWindowStart = now - 7 * ONE_DAY_MS;
  const previousWindowStart = now - 14 * ONE_DAY_MS;

  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,
    )
    .map((ticket) => (ticket.firstResponseAt! - ticket.createdAt) / 60000);
  const firstResponsePrevious = recentCreatedTickets
    .filter(
      (ticket) =>
        ticket.createdAt >= previousWindowStart &&
        ticket.createdAt < lastWindowStart &&
        ticket.firstResponseAt,
    )
    .map((ticket) => (ticket.firstResponseAt! - ticket.createdAt) / 60000);

  const averageWindow = average(firstResponseWindow);
  const averagePrevious = average(firstResponsePrevious);
  const deltaMinutes =
    averageWindow !== null && averagePrevious !== null ? averageWindow - averagePrevious : null;

  const awaitingTickets = openTickets;
  const atRiskTickets = awaitingTickets.filter((ticket) => ticket.dueAt && ticket.dueAt < now);

  const resolvedLastWindow = recentResolvedTickets.filter(
    (ticket) => ticket.resolvedAt && ticket.resolvedAt >= lastWindowStart && ticket.resolvedAt < now,
  );
  const resolvedPreviousWindow = recentResolvedTickets.filter(
    (ticket) =>
      ticket.resolvedAt &&
      ticket.resolvedAt >= previousWindowStart &&
      ticket.resolvedAt < lastWindowStart,
  );
  const resolutionBase = Math.max(recentCreatedTickets.length, awaitingTickets.length);
  const resolutionRate = resolutionBase > 0 ? (resolvedLastWindow.length / resolutionBase) * 100 : null;
  const resolutionDelta = percentageChange(resolvedLastWindow.length, resolvedPreviousWindow.length);

  return {
    newTickets: {
      last24h: newTickets.length,
      previous24h: previousTickets.length,
      trendPercentage: trend,
    },
    inProgress: {
      current: inProgressCurrent.length,
      previousSnapshot: inProgressPrevious.length,
      trendPercentage: inProgressTrend,
    },
    firstResponse: {
      averageMinutes: averageWindow,
      previousAverageMinutes: averagePrevious,
      deltaMinutes,
      responsesCount: firstResponseWindow.length,
    },
    awaitingAction: {
      total: awaitingTickets.length,
      atRisk: atRiskTickets.length,
    },
    resolution: {
      resolvedLast7d: resolvedLastWindow.length,
      previousResolved: resolvedPreviousWindow.length,
      rate: resolutionRate,
      deltaPercentage: resolutionDelta,
    },
  };
}

export const dashboardOverview = query({
  args: { tenantId: v.string(), viewerId: v.id("users") },
  handler: dashboardOverviewHandler,
});

export async function ticketsByChannelHandler(
  ctx: QueryCtx,
  { tenantId, viewerId, range, companyId }: { tenantId: string; viewerId: Id<"users">; range?: string; companyId?: Id<"companies"> }
) {
  const viewer = await requireStaff(ctx, viewerId, tenantId);
  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) {
    timeline.set(formatDateKey(ts), new Map());
  }

  const channels = new Set<string>();

  for (const ticket of tickets) {
    if (ticket.createdAt < startMs || ticket.createdAt >= endMs) continue;
    const dateKey = formatDateKey(ticket.createdAt);
    const channelKey = ticket.channel ?? "OUTRO";
    channels.add(channelKey);
    const dayMap = timeline.get(dateKey) ?? new Map<string, number>();
    dayMap.set(channelKey, (dayMap.get(channelKey) ?? 0) + 1);
    timeline.set(dateKey, dayMap);
  }

  const sortedChannels = Array.from(channels).sort();

  const points = Array.from(timeline.entries())
    .sort((a, b) => a[0].localeCompare(b[0]))
    .map(([date, map]) => {
      const values: Record<string, number> = {};
      for (const channel of sortedChannels) {
        values[channel] = map.get(channel) ?? 0;
      }
      return { date, values };
    });

  return {
    rangeDays: days,
    channels: sortedChannels,
    points,
  };
}

export const ticketsByChannel = query({
  args: {
    tenantId: v.string(),
    viewerId: v.id("users"),
    range: v.optional(v.string()),
    companyId: v.optional(v.id("companies")),
  },
  handler: ticketsByChannelHandler,
});

type MachineCategoryDailyEntry = {
  date: string
  machineId: Id<"machines"> | null
  machineHostname: string | null
  companyId: Id<"companies"> | null
  companyName: string | null
  categoryId: Id<"ticketCategories"> | null
  categoryName: string
  total: number
}

export async function ticketsByMachineAndCategoryHandler(
  ctx: QueryCtx,
  {
    tenantId,
    viewerId,
    range,
    companyId,
    machineId,
    userId,
  }: {
    tenantId: string
    viewerId: Id<"users">
    range?: string
    companyId?: Id<"companies">
    machineId?: Id<"machines">
    userId?: Id<"users">
  }
) {
  const viewer = await requireStaff(ctx, viewerId, tenantId)
  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 categoriesMap = await fetchCategoryMap(ctx, tenantId)

  const companyIds = new Set<Id<"companies">>()
  for (const ticket of tickets) {
    if (ticket.companyId) {
      companyIds.add(ticket.companyId)
    }
  }

  const companiesById = new Map<string, Doc<"companies"> | null>()
  await Promise.all(
    Array.from(companyIds).map(async (id) => {
      const doc = await ctx.db.get(id)
      companiesById.set(String(id), doc ?? null)
    })
  )

  const aggregated = new Map<string, MachineCategoryDailyEntry>()

  for (const ticket of tickets) {
    const createdAt = typeof ticket.createdAt === "number" ? ticket.createdAt : null
    if (createdAt === null || createdAt < startMs || createdAt >= endMs) continue

    const hasMachine = Boolean(ticket.machineId) || Boolean(ticket.machineSnapshot)
    if (!hasMachine) continue

    if (machineId && ticket.machineId !== machineId) continue
    if (userId && ticket.requesterId !== userId) continue

    const date = formatDateKey(createdAt)
    const machineIdValue = (ticket.machineId ?? null) as Id<"machines"> | null
    const machineSnapshot = (ticket.machineSnapshot ?? null) as
      | {
          hostname?: string | null
        }
      | null
    const rawHostname =
      typeof machineSnapshot?.hostname === "string" && machineSnapshot.hostname.trim().length > 0
        ? machineSnapshot.hostname.trim()
        : null
    const machineHostname = rawHostname ?? null

    const snapshot = (ticket.slaSnapshot ?? null) as { categoryId?: Id<"ticketCategories">; categoryName?: string } | null
    const rawCategoryId =
      ticket.categoryId && typeof ticket.categoryId === "string"
        ? String(ticket.categoryId)
        : snapshot?.categoryId
        ? String(snapshot.categoryId)
        : null
    const categoryName = resolveCategoryName(rawCategoryId, snapshot, categoriesMap)

    const companyIdValue = (ticket.companyId ?? null) as Id<"companies"> | null
    let companyName: string | null = null
    if (companyIdValue) {
      const company = companiesById.get(String(companyIdValue))
      if (company?.name && company.name.trim().length > 0) {
        companyName = company.name.trim()
      }
    }
    if (!companyName) {
      const companySnapshot = (ticket.companySnapshot ?? null) as { name?: string | null } | null
      if (companySnapshot?.name && companySnapshot.name.trim().length > 0) {
        companyName = companySnapshot.name.trim()
      }
    }
    if (!companyName) {
      companyName = "Sem empresa"
    }

    const key = [
      date,
      machineIdValue ? String(machineIdValue) : "null",
      machineHostname ?? "",
      rawCategoryId ?? "uncategorized",
      companyIdValue ? String(companyIdValue) : "null",
    ].join("|")

      const existing = aggregated.get(key)
      if (existing) {
        existing.total += 1
      } else {
        aggregated.set(key, {
          date,
          machineId: machineIdValue,
        machineHostname,
        companyId: companyIdValue,
        companyName,
        categoryId: (rawCategoryId as Id<"ticketCategories"> | null) ?? null,
        categoryName,
        total: 1,
      })
    }
  }

  const items = Array.from(aggregated.values()).sort((a, b) => {
    if (a.date !== b.date) return a.date.localeCompare(b.date)
    const machineA = (a.machineHostname ?? "").toLowerCase()
    const machineB = (b.machineHostname ?? "").toLowerCase()
    if (machineA !== machineB) return machineA.localeCompare(machineB)
    return a.categoryName.localeCompare(b.categoryName, "pt-BR")
  })

  return {
    rangeDays: days,
    items,
  }
}

export const ticketsByMachineAndCategory = query({
  args: {
    tenantId: v.string(),
    viewerId: v.id("users"),
    range: v.optional(v.string()),
    companyId: v.optional(v.id("companies")),
    machineId: v.optional(v.id("machines")),
    userId: v.optional(v.id("users")),
  },
  handler: ticketsByMachineAndCategoryHandler,
})

type MachineHoursEntry = {
  machineId: Id<"machines">
  machineHostname: string | null
  companyId: Id<"companies"> | null
  companyName: string | null
  internalMs: number
  externalMs: number
  totalMs: number
}

export async function hoursByMachineHandler(
  ctx: QueryCtx,
  {
    tenantId,
    viewerId,
    range,
    companyId,
    machineId,
    userId,
  }: {
    tenantId: string
    viewerId: Id<"users">
    range?: string
    companyId?: Id<"companies">
    machineId?: Id<"machines">
    userId?: Id<"users">
  }
) {
  const viewer = await requireStaff(ctx, viewerId, tenantId)
  const tickets = await fetchScopedTickets(ctx, tenantId, viewer)

  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 machinesById = new Map<string, Doc<"machines"> | null>()
  const companiesById = new Map<string, Doc<"companies"> | null>()

  const map = new Map<string, MachineHoursEntry>()

  for (const t of tickets) {
    if (t.updatedAt < startMs || t.updatedAt >= endMs) continue
    if (companyId && t.companyId && t.companyId !== companyId) continue
    if (machineId && t.machineId !== machineId) continue
    if (userId && t.requesterId !== userId) continue

    const machineIdValue = (t.machineId ?? null) as Id<"machines"> | null
    if (!machineIdValue) continue

    const key = String(machineIdValue)

    let acc = map.get(key)
    if (!acc) {
      let machineDoc = machinesById.get(key)
      if (machineDoc === undefined) {
        machineDoc = (await ctx.db.get(machineIdValue)) as Doc<"machines"> | null
        machinesById.set(key, machineDoc ?? null)
      }

      const snapshot = (t.machineSnapshot ?? null) as { hostname?: string | null } | null
      const machineHostname =
        typeof machineDoc?.hostname === "string" && machineDoc.hostname.trim().length > 0
          ? machineDoc.hostname.trim()
          : snapshot?.hostname && snapshot.hostname.trim().length > 0
          ? snapshot.hostname.trim()
          : null

      const companyIdValue = (t.companyId ??
        (machineDoc?.companyId as Id<"companies"> | undefined) ??
        null) as Id<"companies"> | null

      let companyName: string | null = null
      if (companyIdValue) {
        const companyKey = String(companyIdValue)
        let companyDoc = companiesById.get(companyKey)
        if (companyDoc === undefined) {
          companyDoc = (await ctx.db.get(companyIdValue)) as Doc<"companies"> | null
          companiesById.set(companyKey, companyDoc ?? null)
        }
        if (companyDoc?.name && companyDoc.name.trim().length > 0) {
          companyName = companyDoc.name.trim()
        }
      }

      acc = {
        machineId: machineIdValue,
        machineHostname,
        companyId: companyIdValue,
        companyName,
        internalMs: 0,
        externalMs: 0,
        totalMs: 0,
      }
      map.set(key, acc)
    }

    const internal = (t.internalWorkedMs ?? 0) as number
    const external = (t.externalWorkedMs ?? 0) as number
    acc.internalMs += internal
    acc.externalMs += external
    acc.totalMs += internal + external
  }

  const items = Array.from(map.values()).sort((a, b) => {
    if (b.totalMs !== a.totalMs) return b.totalMs - a.totalMs
    const hostA = (a.machineHostname ?? "").toLowerCase()
    const hostB = (b.machineHostname ?? "").toLowerCase()
    return hostA.localeCompare(hostB)
  })

  return {
    rangeDays: days,
    items,
  }
}

export const hoursByMachine = query({
  args: {
    tenantId: v.string(),
    viewerId: v.id("users"),
    range: v.optional(v.string()),
    companyId: v.optional(v.id("companies")),
    machineId: v.optional(v.id("machines")),
    userId: v.optional(v.id("users")),
  },
  handler: hoursByMachineHandler,
})

export async function hoursByClientHandler(
  ctx: QueryCtx,
  { tenantId, viewerId, range }: { tenantId: string; viewerId: Id<"users">; range?: string }
) {
  const viewer = await requireStaff(ctx, viewerId, tenantId)
  const tickets = await fetchScopedTickets(ctx, tenantId, viewer)

  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

  type Acc = {
    companyId: Id<"companies">
    name: string
    isAvulso: boolean
    internalMs: number
    externalMs: number
    totalMs: number
    contractedHoursPerMonth?: number | null
  }
  const map = new Map<string, Acc>()

  for (const t of tickets) {
    if (t.updatedAt < startMs || t.updatedAt >= endMs) continue
    const companyId = t.companyId ?? null
    if (!companyId) continue

    let acc = map.get(companyId)
    if (!acc) {
      const company = await ctx.db.get(companyId)
      acc = {
        companyId,
        name: company?.name ?? "Sem empresa",
        isAvulso: Boolean(company?.isAvulso ?? false),
        internalMs: 0,
        externalMs: 0,
        totalMs: 0,
        contractedHoursPerMonth: company?.contractedHoursPerMonth ?? null,
      }
      map.set(companyId, acc)
    }
    const internal = t.internalWorkedMs ?? 0
    const external = t.externalWorkedMs ?? 0
    acc.internalMs += internal
    acc.externalMs += external
    acc.totalMs += internal + external
  }

  const items = Array.from(map.values()).sort((a, b) => b.totalMs - a.totalMs)
  return {
    rangeDays: days,
    items: items.map((i) => ({
      companyId: i.companyId,
      name: i.name,
      isAvulso: i.isAvulso,
      internalMs: i.internalMs,
      externalMs: i.externalMs,
      totalMs: i.totalMs,
      contractedHoursPerMonth: i.contractedHoursPerMonth ?? null,
    })),
  }
}

export const hoursByClient = query({
  args: { tenantId: v.string(), viewerId: v.id("users"), range: v.optional(v.string()) },
  handler: hoursByClientHandler,
})

// Internal variant used by scheduled jobs: skips viewer scoping and aggregates for the whole tenant
export async function hoursByClientInternalHandler(
  ctx: QueryCtx,
  { tenantId, range }: { tenantId: string; range?: string }
) {
  const tickets = await fetchTickets(ctx, tenantId)

  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

  type Acc = {
    companyId: Id<"companies">
    name: string
    isAvulso: boolean
    internalMs: number
    externalMs: number
    totalMs: number
    contractedHoursPerMonth?: number | null
  }
  const map = new Map<string, Acc>()

  for (const t of tickets) {
    if (t.updatedAt < startMs || t.updatedAt >= endMs) continue
    const companyId = t.companyId ?? null
    if (!companyId) continue

    let acc = map.get(companyId)
    if (!acc) {
      const company = await ctx.db.get(companyId)
      acc = {
        companyId,
        name: company?.name ?? "Sem empresa",
        isAvulso: Boolean(company?.isAvulso ?? false),
        internalMs: 0,
        externalMs: 0,
        totalMs: 0,
        contractedHoursPerMonth: company?.contractedHoursPerMonth ?? null,
      }
      map.set(companyId, acc)
    }
    const internal = t.internalWorkedMs ?? 0
    const external = t.externalWorkedMs ?? 0
    acc.internalMs += internal
    acc.externalMs += external
    acc.totalMs += internal + external
  }

  const items = Array.from(map.values()).sort((a, b) => b.totalMs - a.totalMs)
  return {
    rangeDays: days,
    items: items.map((i) => ({
      companyId: i.companyId,
      name: i.name,
      isAvulso: i.isAvulso,
      internalMs: i.internalMs,
      externalMs: i.externalMs,
      totalMs: i.totalMs,
      contractedHoursPerMonth: i.contractedHoursPerMonth ?? null,
    })),
  }
}

export const hoursByClientInternal = query({
  args: { tenantId: v.string(), range: v.optional(v.string()) },
  handler: hoursByClientInternalHandler,
})


export const companyOverview = query({
  args: {
    tenantId: v.string(),
    viewerId: v.id("users"),
    companyId: v.id("companies"),
    range: v.optional(v.string()),
  },
  handler: async (ctx, { tenantId, viewerId, companyId, range }) => {
    const viewer = await requireStaff(ctx, viewerId, tenantId);
    if (viewer.role === "MANAGER" && viewer.user.companyId && viewer.user.companyId !== companyId) {
      throw new ConvexError("Gestores só podem consultar relatórios da própria empresa");
    }

    const company = await ctx.db.get(companyId);
    if (!company || company.tenantId !== tenantId) {
      throw new ConvexError("Empresa não encontrada");
    }

    const normalizedRange = (range ?? "30d").toLowerCase();
    const rangeDays = normalizedRange === "90d" ? 90 : normalizedRange === "7d" ? 7 : 30;
    const now = Date.now();
    const startMs = now - rangeDays * ONE_DAY_MS;

    const tickets = await ctx.db
      .query("tickets")
      .withIndex("by_tenant_company", (q) => q.eq("tenantId", tenantId).eq("companyId", companyId))
      .collect();

    const machines = await ctx.db
      .query("machines")
      .withIndex("by_tenant_company", (q) => q.eq("tenantId", tenantId).eq("companyId", companyId))
      .collect();

    const users = await ctx.db
      .query("users")
      .withIndex("by_tenant_company", (q) => q.eq("tenantId", tenantId).eq("companyId", companyId))
      .collect();

    const statusCounts = {} as Record<string, number>;
    const priorityCounts = {} as Record<string, number>;
    const channelCounts = {} as Record<string, number>;
    const trendMap = new Map<string, { opened: number; resolved: number }>();
    const openTickets: Doc<"tickets">[] = [];

    tickets.forEach((ticket) => {
      const normalizedStatus = normalizeStatus(ticket.status);
      statusCounts[normalizedStatus] = (statusCounts[normalizedStatus] ?? 0) + 1;

      const priorityKey = (ticket.priority ?? "MEDIUM").toUpperCase();
      priorityCounts[priorityKey] = (priorityCounts[priorityKey] ?? 0) + 1;

      const channelKey = (ticket.channel ?? "MANUAL").toUpperCase();
      channelCounts[channelKey] = (channelCounts[channelKey] ?? 0) + 1;

      if (normalizedStatus !== "RESOLVED") {
        openTickets.push(ticket);
      }

      if (ticket.createdAt >= startMs) {
        const key = formatDateKey(ticket.createdAt);
        if (!trendMap.has(key)) {
          trendMap.set(key, { opened: 0, resolved: 0 });
        }
        trendMap.get(key)!.opened += 1;
      }

      if (typeof ticket.resolvedAt === "number" && ticket.resolvedAt >= startMs) {
        const key = formatDateKey(ticket.resolvedAt);
        if (!trendMap.has(key)) {
          trendMap.set(key, { opened: 0, resolved: 0 });
        }
        trendMap.get(key)!.resolved += 1;
      }
    });

    const machineStatusCounts: Record<string, number> = {};
    const machineOsCounts: Record<string, number> = {};
    const machineLookup = new Map<string, Doc<"machines">>();

    machines.forEach((machine) => {
      machineLookup.set(String(machine._id), machine);
      const status = deriveMachineStatus(machine, now);
      machineStatusCounts[status] = (machineStatusCounts[status] ?? 0) + 1;
      const osLabel = formatOsLabel(machine.osName ?? null, machine.osVersion ?? null);
      machineOsCounts[osLabel] = (machineOsCounts[osLabel] ?? 0) + 1;
    });

    const roleCounts: Record<string, number> = {};
    users.forEach((user) => {
      const roleKey = (user.role ?? "COLLABORATOR").toUpperCase();
      roleCounts[roleKey] = (roleCounts[roleKey] ?? 0) + 1;
    });

    const trend = Array.from(trendMap.entries())
      .sort((a, b) => a[0].localeCompare(b[0]))
      .map(([date, value]) => ({ date, opened: value.opened, resolved: value.resolved }));

    const machineOsDistribution = Object.entries(machineOsCounts)
      .map(([label, value]) => ({ label, value }))
      .sort((a, b) => b.value - a.value);

    const openTicketSummaries = openTickets
      .sort((a, b) => (b.updatedAt ?? 0) - (a.updatedAt ?? 0))
      .slice(0, 20)
      .map((ticket) => {
        const machineSnapshot = ticket.machineSnapshot as { hostname?: string } | undefined;
        const machine = ticket.machineId ? machineLookup.get(String(ticket.machineId)) : null;
        return {
          id: ticket._id,
          reference: ticket.reference,
          subject: ticket.subject,
          status: normalizeStatus(ticket.status),
          priority: ticket.priority,
          updatedAt: ticket.updatedAt,
          createdAt: ticket.createdAt,
          machine: ticket.machineId
            ? {
                id: ticket.machineId,
                hostname: machine?.hostname ?? machineSnapshot?.hostname ?? null,
              }
            : null,
          assignee: ticket.assigneeSnapshot
            ? {
                name: (ticket.assigneeSnapshot as { name?: string })?.name ?? null,
                email: (ticket.assigneeSnapshot as { email?: string })?.email ?? null,
              }
            : null,
        };
      });

    return {
      company: {
        id: company._id,
        name: company.name,
        isAvulso: company.isAvulso ?? false,
      },
      rangeDays,
      generatedAt: now,
      tickets: {
        total: tickets.length,
        byStatus: statusCounts,
        byPriority: priorityCounts,
        byChannel: channelCounts,
        trend,
        open: openTicketSummaries,
      },
      machines: {
        total: machines.length,
        byStatus: machineStatusCounts,
        byOs: machineOsDistribution,
      },
      users: {
        total: users.length,
        byRole: roleCounts,
      },
    };
  },
});