import { ChannelType } from "../Common/Channels/ChannelType";
import { ITicketDateRange, ITicketMetricGroup, ITicketMetricPoint, TicketPriority, TicketPropertyValue } from "./Common";
import { ITicketFilter } from "./Api";
import type { SlaStatus } from "./Sla";
import type { AgentAvailabilityStatus } from "./Routing";
export declare enum TicketAnalyticsAudience {
    AGENT = "AGENT",
    SUPERVISOR = "SUPERVISOR",
    ADMIN = "ADMIN",
    CUSTOMER = "CUSTOMER"
}
export declare enum TicketDashboardVisibility {
    PRIVATE = "PRIVATE",
    SHARED = "SHARED",
    ROLE = "ROLE",
    GROUP = "GROUP"
}
export declare enum TicketWidgetType {
    KPI = "KPI",
    TREND = "TREND",
    BAR = "BAR",
    STACKED_BAR = "STACKED_BAR",
    LINE = "LINE",
    AREA = "AREA",
    PIE = "PIE",
    DONUT = "DONUT",
    FUNNEL = "FUNNEL",
    GAUGE = "GAUGE",
    HEATMAP = "HEATMAP",
    TABLE = "TABLE",
    LEADERBOARD = "LEADERBOARD",
    AGING_BUCKETS = "AGING_BUCKETS",
    SLA_CLOCK = "SLA_CLOCK",
    QUEUE = "QUEUE",
    TEXT = "TEXT"
}
export declare enum TicketMetricAggregation {
    COUNT = "COUNT",
    SUM = "SUM",
    AVERAGE = "AVERAGE",
    MIN = "MIN",
    MAX = "MAX",
    MEDIAN = "MEDIAN",
    PERCENTILE = "PERCENTILE",
    RATE = "RATE",
    RATIO = "RATIO",
    DISTINCT_COUNT = "DISTINCT_COUNT"
}
export declare enum TicketAnalyticsDimension {
    TIME = "TIME",
    STATUS = "STATUS",
    STAGE = "STAGE",
    PRIORITY = "PRIORITY",
    CATEGORY = "CATEGORY",
    ASSIGNEE = "ASSIGNEE",
    GROUP = "GROUP",
    QUEUE = "QUEUE",
    CHANNEL = "CHANNEL",
    ORIGIN = "ORIGIN",
    CONTACT = "CONTACT",
    ORGANIZATION = "ORGANIZATION",
    BRAND = "BRAND",
    REQUEST_TYPE = "REQUEST_TYPE",
    SLA_POLICY = "SLA_POLICY",
    RESOLUTION_TYPE = "RESOLUTION_TYPE",
    TAG = "TAG",
    SKILL = "SKILL",
    PUBLIC_STATUS = "PUBLIC_STATUS",
    CUSTOM_FIELD = "CUSTOM_FIELD"
}
export declare enum TicketTimeGranularity {
    MINUTE = "MINUTE",
    HOUR = "HOUR",
    DAY = "DAY",
    WEEK = "WEEK",
    MONTH = "MONTH",
    QUARTER = "QUARTER",
    YEAR = "YEAR"
}
export declare enum TicketComparisonMode {
    NONE = "NONE",
    PREVIOUS_PERIOD = "PREVIOUS_PERIOD",
    PREVIOUS_YEAR = "PREVIOUS_YEAR",
    CUSTOM = "CUSTOM",
    TARGET = "TARGET"
}
export declare enum TicketMetricFormat {
    NUMBER = "NUMBER",
    PERCENTAGE = "PERCENTAGE",
    DURATION = "DURATION",
    DECIMAL = "DECIMAL",
    CURRENCY = "CURRENCY",
    SCORE = "SCORE"
}
export declare enum TicketWidgetRefreshMode {
    MANUAL = "MANUAL",
    INTERVAL = "INTERVAL",
    REAL_TIME = "REAL_TIME"
}
export declare enum TicketDrilldownTarget {
    TICKETS = "TICKETS",
    AGENTS = "AGENTS",
    GROUPS = "GROUPS",
    CONVERSATIONS = "CONVERSATIONS",
    SLA_CYCLES = "SLA_CYCLES",
    TASKS = "TASKS",
    APPROVALS = "APPROVALS",
    DEFLECTION_EVENTS = "DEFLECTION_EVENTS"
}
/** Stable semantic metric identifiers. New visualizations should compose these instead of hard-coded endpoints. */
export declare enum TicketMetricCode {
    TICKETS_CREATED = "TICKETS_CREATED",
    TICKETS_RESOLVED = "TICKETS_RESOLVED",
    TICKETS_CLOSED = "TICKETS_CLOSED",
    TICKETS_CANCELLED = "TICKETS_CANCELLED",
    BACKLOG = "BACKLOG",
    BACKLOG_OVERDUE = "BACKLOG_OVERDUE",
    BACKLOG_UNASSIGNED = "BACKLOG_UNASSIGNED",
    BACKLOG_UNREPLIED = "BACKLOG_UNREPLIED",
    BACKLOG_AGING = "BACKLOG_AGING",
    NET_BACKLOG_CHANGE = "NET_BACKLOG_CHANGE",
    FIRST_RESPONSE_TIME = "FIRST_RESPONSE_TIME",
    NEXT_RESPONSE_TIME = "NEXT_RESPONSE_TIME",
    RESOLUTION_TIME = "RESOLUTION_TIME",
    ASSIGNMENT_TIME = "ASSIGNMENT_TIME",
    ACCEPTANCE_TIME = "ACCEPTANCE_TIME",
    HANDLE_TIME = "HANDLE_TIME",
    WAITING_CUSTOMER_TIME = "WAITING_CUSTOMER_TIME",
    WAITING_INTERNAL_TIME = "WAITING_INTERNAL_TIME",
    TIME_IN_STATUS = "TIME_IN_STATUS",
    FIRST_RESPONSE_SLA_RATE = "FIRST_RESPONSE_SLA_RATE",
    NEXT_RESPONSE_SLA_RATE = "NEXT_RESPONSE_SLA_RATE",
    RESOLUTION_SLA_RATE = "RESOLUTION_SLA_RATE",
    SLA_BREACH_COUNT = "SLA_BREACH_COUNT",
    SLA_AT_RISK_COUNT = "SLA_AT_RISK_COUNT",
    OLA_COMPLIANCE_RATE = "OLA_COMPLIANCE_RATE",
    UC_COMPLIANCE_RATE = "UC_COMPLIANCE_RATE",
    FIRST_CONTACT_RESOLUTION_RATE = "FIRST_CONTACT_RESOLUTION_RATE",
    REOPEN_COUNT = "REOPEN_COUNT",
    REOPEN_RATE = "REOPEN_RATE",
    TRANSFER_COUNT = "TRANSFER_COUNT",
    TRANSFER_RATE = "TRANSFER_RATE",
    ESCALATION_COUNT = "ESCALATION_COUNT",
    TOUCHES_PER_TICKET = "TOUCHES_PER_TICKET",
    COMMENTS_PER_TICKET = "COMMENTS_PER_TICKET",
    AGENT_ASSIGNED_COUNT = "AGENT_ASSIGNED_COUNT",
    AGENT_RESOLVED_COUNT = "AGENT_RESOLVED_COUNT",
    AGENT_ACTIVE_LOAD = "AGENT_ACTIVE_LOAD",
    AGENT_CAPACITY_UTILIZATION = "AGENT_CAPACITY_UTILIZATION",
    AGENT_AVAILABILITY_TIME = "AGENT_AVAILABILITY_TIME",
    AGENT_OCCUPANCY_RATE = "AGENT_OCCUPANCY_RATE",
    AGENT_ACCEPTANCE_RATE = "AGENT_ACCEPTANCE_RATE",
    AGENT_DECLINE_RATE = "AGENT_DECLINE_RATE",
    AGENT_PRODUCTIVITY = "AGENT_PRODUCTIVITY",
    QUEUE_SIZE = "QUEUE_SIZE",
    QUEUE_WAIT_TIME = "QUEUE_WAIT_TIME",
    QUEUE_ABANDONED_COUNT = "QUEUE_ABANDONED_COUNT",
    ROUTING_ATTEMPTS = "ROUTING_ATTEMPTS",
    AUTO_ASSIGNMENT_RATE = "AUTO_ASSIGNMENT_RATE",
    SKILL_MATCH_RATE = "SKILL_MATCH_RATE",
    FALLBACK_RATE = "FALLBACK_RATE",
    CSAT_SCORE = "CSAT_SCORE",
    CSAT_RESPONSE_RATE = "CSAT_RESPONSE_RATE",
    NPS_SCORE = "NPS_SCORE",
    NEGATIVE_SATISFACTION_COUNT = "NEGATIVE_SATISFACTION_COUNT",
    INBOUND_MESSAGES = "INBOUND_MESSAGES",
    OUTBOUND_MESSAGES = "OUTBOUND_MESSAGES",
    MESSAGES_PER_TICKET = "MESSAGES_PER_TICKET",
    CHANNEL_VOLUME = "CHANNEL_VOLUME",
    CHANNEL_RESPONSE_TIME = "CHANNEL_RESPONSE_TIME",
    CATEGORY_VOLUME = "CATEGORY_VOLUME",
    REQUEST_TYPE_VOLUME = "REQUEST_TYPE_VOLUME",
    RESOLUTION_TYPE_VOLUME = "RESOLUTION_TYPE_VOLUME",
    CONTACT_VOLUME = "CONTACT_VOLUME",
    ORGANIZATION_VOLUME = "ORGANIZATION_VOLUME",
    AUTOMATION_EXECUTION_COUNT = "AUTOMATION_EXECUTION_COUNT",
    AUTOMATION_SUCCESS_RATE = "AUTOMATION_SUCCESS_RATE",
    AUTOMATION_FAILURE_COUNT = "AUTOMATION_FAILURE_COUNT",
    AUTOMATED_RESOLUTION_RATE = "AUTOMATED_RESOLUTION_RATE",
    MACRO_USAGE_COUNT = "MACRO_USAGE_COUNT",
    DEFLECTION_RATE = "DEFLECTION_RATE",
    DEFLECTED_SESSIONS = "DEFLECTED_SESSIONS",
    ARTICLE_CLICK_RATE = "ARTICLE_CLICK_RATE",
    PORTAL_REQUEST_COUNT = "PORTAL_REQUEST_COUNT",
    SELF_SERVICE_RESOLUTION_RATE = "SELF_SERVICE_RESOLUTION_RATE",
    APPROVAL_PENDING_COUNT = "APPROVAL_PENDING_COUNT",
    APPROVAL_TIME = "APPROVAL_TIME",
    APPROVAL_REJECTION_RATE = "APPROVAL_REJECTION_RATE",
    APPROVAL_EXPIRED_COUNT = "APPROVAL_EXPIRED_COUNT",
    TASK_PENDING_COUNT = "TASK_PENDING_COUNT",
    TASK_COMPLETION_RATE = "TASK_COMPLETION_RATE",
    TASK_OVERDUE_COUNT = "TASK_OVERDUE_COUNT",
    TASK_BLOCKED_COUNT = "TASK_BLOCKED_COUNT",
    EXPORT_COUNT = "EXPORT_COUNT",
    SECURITY_DENIAL_COUNT = "SECURITY_DENIAL_COUNT",
    PII_ACCESS_COUNT = "PII_ACCESS_COUNT"
}
export declare enum DashboardIcon {
    DASHBOARD = "DASHBOARD",
    HOME = "HOME",
    SUPPORT = "SUPPORT",
    ANALYTICS = "ANALYTICS",
    REPORTS = "REPORTS",
    USERS = "USERS",
    SETTINGS = "SETTINGS",
    FAVORITES = "FAVORITES",
    QUICK_ACTIONS = "QUICK_ACTIONS"
}
export interface ITicketAnalyticsFilter extends ITicketFilter {
    range: ITicketDateRange;
    channelTypes?: ChannelType[];
    queueIds?: string[];
    organizationIds?: string[];
    brandIds?: string[];
    requestTypeIds?: string[];
    slaPolicyIds?: string[];
    resolutionTypeIds?: string[];
    skillIds?: string[];
    includeBots?: boolean;
    businessHoursOnly?: boolean;
}
export interface ITicketMetricDefinition {
    code: TicketMetricCode;
    name: string;
    description: string;
    format: TicketMetricFormat;
    defaultAggregation: TicketMetricAggregation;
    supportedAggregations: TicketMetricAggregation[];
    supportedDimensions: TicketAnalyticsDimension[];
    supportedAudiences: TicketAnalyticsAudience[];
    supportsPercentile?: boolean;
    supportsRealTime?: boolean;
    higherIsBetter?: boolean;
    supportedFilters: (keyof Omit<ITicketAnalyticsFilter, 'range'>)[];
}
export interface ITicketMetricQuery {
    metric: TicketMetricCode;
    aggregation?: TicketMetricAggregation;
    percentile?: number;
    filter: ITicketAnalyticsFilter;
    dimensions?: ITicketDimensionSpec[];
    comparison?: ITicketComparison;
    target?: number;
}
export interface ITicketDimensionSpec {
    dimension: TicketAnalyticsDimension;
    fieldNameKey?: string;
    granularity?: TicketTimeGranularity;
    limit?: number;
    includeEmpty?: boolean;
}
export interface ITicketComparison {
    mode: TicketComparisonMode;
    range?: ITicketDateRange;
}
export interface ITicketMetricValue {
    value: number;
    formattedValue?: string;
    numerator?: number;
    denominator?: number;
    previousValue?: number;
    change?: number;
    changePercentage?: number;
    target?: number;
    targetMet?: boolean;
}
export interface ITicketMetricSeries {
    key: string;
    label: string;
    points: ITicketMetricPoint[];
}
export interface ITicketMetricResult {
    query: ITicketMetricQuery;
    value?: ITicketMetricValue;
    groups?: ITicketMetricGroup[];
    series?: ITicketMetricSeries[];
    generatedAt: Date;
    dataFrom: Date;
    dataTo: Date;
    isPartial?: boolean;
    warnings?: string[];
}
export interface ITicketWidgetPosition {
    x: number;
    y: number;
    width: number;
    height: number;
    minWidth?: number;
    minHeight?: number;
}
export interface ITicketWidgetThreshold {
    value: number;
    color: string;
    label?: string;
    operator?: "GT" | "GTE" | "LT" | "LTE";
}
export interface ITicketWidgetDrilldown {
    enabled: boolean;
    target: TicketDrilldownTarget;
    inheritFilters: boolean;
    additionalFilter?: ITicketAnalyticsFilter;
}
export interface ITicketWidgetConfiguration {
    id: string;
    title: string;
    subtitle?: string;
    type: TicketWidgetType;
    queries: ITicketMetricQuery[];
    position: ITicketWidgetPosition;
    thresholds?: ITicketWidgetThreshold[];
    drilldown?: ITicketWidgetDrilldown;
    showLegend?: boolean;
    showComparison?: boolean;
    showTarget?: boolean;
    colorPalette?: string[];
    customOptions?: {
        [key: string]: TicketPropertyValue;
    };
}
export interface ITicketDashboard {
    id: string;
    spaceId: string;
    name: string;
    description?: string;
    ownerId: string;
    audience: TicketAnalyticsAudience;
    visibility: TicketDashboardVisibility;
    sharedRoleIds?: string[];
    sharedGroupIds?: string[];
    defaultFilter?: ITicketAnalyticsFilter;
    widgets: ITicketWidgetConfiguration[];
    refreshMode: TicketWidgetRefreshMode;
    refreshIntervalSeconds?: number;
    isDefault?: boolean;
    order: number;
    icon?: DashboardIcon;
    createdAt: Date;
    createdBy: string;
    updatedAt?: Date;
    updatedBy?: string;
}
export interface ICreateTicketDashboardDto {
    name: string;
    description?: string;
    audience: TicketAnalyticsAudience;
    visibility: TicketDashboardVisibility;
    sharedRoleIds?: string[];
    sharedGroupIds?: string[];
    defaultFilter?: ITicketAnalyticsFilter;
    widgets?: ITicketWidgetConfiguration[];
    refreshMode?: TicketWidgetRefreshMode;
    refreshIntervalSeconds?: number;
    order?: number;
    isDefault?: boolean;
    icon?: DashboardIcon;
}
export interface IUpdateTicketDashboardDto {
    name?: string;
    description?: string;
    audience?: TicketAnalyticsAudience;
    visibility?: TicketDashboardVisibility;
    sharedRoleIds?: string[];
    sharedGroupIds?: string[];
    defaultFilter?: ITicketAnalyticsFilter;
    widgets?: ITicketWidgetConfiguration[];
    refreshMode?: TicketWidgetRefreshMode;
    refreshIntervalSeconds?: number;
    order?: number;
    isDefault?: boolean;
    icon?: DashboardIcon;
}
export interface ITicketDashboardTemplate {
    id: string;
    spaceId: string;
    name: string;
    description?: string;
    audience: TicketAnalyticsAudience;
    widgets: ITicketWidgetConfiguration[];
    enabled: boolean;
}
export interface ICreateTicketDashboardTemplateDto {
    name: string;
    description?: string;
    audience: TicketAnalyticsAudience;
    widgets?: ITicketWidgetConfiguration[];
    enabled?: boolean;
}
export interface IUpdateTicketDashboardTemplateDto {
    name?: string;
    description?: string;
    audience?: TicketAnalyticsAudience;
    widgets?: ITicketWidgetConfiguration[];
    enabled?: boolean;
}
export interface ITicketDashboardSnapshot {
    id: string;
    dashboardId: string;
    generatedAt: Date;
    filter: ITicketAnalyticsFilter;
    widgetResults: {
        widgetId: string;
        results: ITicketMetricResult[];
    }[];
    expiresAt?: Date;
}
/** Used when clicking a widget to retrieve the exact underlying records behind a value. */
export interface ITicketDrilldownQuery {
    metricQuery: ITicketMetricQuery;
    target: TicketDrilldownTarget;
    groupKey?: string;
    cursor?: string;
    limit?: number;
}
export interface ITicketDrilldownResult<T = unknown> {
    items: T[];
    nextCursor?: string;
    hasMore: boolean;
    total?: number;
}
/** Allows supervisors to define operational goals independently from widget presentation. */
export interface ITicketAnalyticsGoal {
    id: string;
    spaceId: string;
    name: string;
    metric: TicketMetricCode;
    target: number;
    filter: ITicketAnalyticsFilter;
    validFrom: Date;
    validUntil?: Date;
    ownerGroupId?: string;
    ownerUserId?: string;
    createdAt: Date;
}
export interface ICreateTicketAnalyticsGoalDto {
    name: string;
    metric: TicketMetricCode;
    target: number;
    filter: ITicketAnalyticsFilter;
    validFrom: Date;
    validUntil?: Date;
    ownerGroupId?: string;
    ownerUserId?: string;
}
export interface IUpdateTicketAnalyticsGoalDto {
    name?: string;
    metric?: TicketMetricCode;
    target?: number;
    filter?: ITicketAnalyticsFilter;
    validFrom?: Date;
    validUntil?: Date;
    ownerGroupId?: string;
    ownerUserId?: string;
}
/** Reports freshness so users know whether a card is real-time, delayed or partial. */
export interface ITicketAnalyticsFreshness {
    metric: TicketMetricCode;
    lastEventAt?: Date;
    lastProcessedAt: Date;
    lagSeconds: number;
    realTime: boolean;
    healthy: boolean;
}
/** Compatibility aggregate for the original fixed dashboard endpoint. Prefer metric queries for configurable widgets. */
export interface ITicketDashboardFilter {
    range: ITicketDateRange;
    statusIds?: string[];
    assigneeIds?: string[];
    assignedGroupIds?: string[];
    categoryIds?: string[];
    channelTypes?: string[];
}
export interface ITicketDashboardMetrics {
    range: ITicketDateRange;
    backlog: number;
    created: number;
    resolved: number;
    reopened: number;
    firstResponseSlaMetPercentage: number;
    resolutionSlaMetPercentage: number;
    averageFirstResponseMinutes: number;
    averageResolutionMinutes: number;
    averageSatisfactionScore?: number;
    createdSeries: ITicketMetricPoint[];
    resolvedSeries: ITicketMetricPoint[];
    byStatus: ITicketMetricGroup[];
    byCategory: ITicketMetricGroup[];
    byAssignee: ITicketMetricGroup[];
}
export interface IAgentDashboardQueueItem {
    ticketId: string;
    number: number;
    title: string;
    priority: TicketPriority;
    statusId: string;
    statusLabel: string;
    dueAt?: Date;
    /**
     * PENDING / BREACHED / NOT_APPLICABLE are the only values this backend can
     * derive from dueAt — MET and PAUSED need real SLA cycles, which are not
     * persisted yet. "At risk" is NOT a SlaStatus value: the domain models it as a
     * separate warning threshold, which is why it is a boolean of its own.
     */
    slaStatus: SlaStatus;
    slaAtRisk: boolean;
    createdAt: Date;
    updatedAt?: Date;
}
export interface IAgentDashboardCapacity {
    maximum: number;
    occupied: number;
    freePercentage: number;
    inProgress: number;
    waitingCustomer: number;
    new: number;
}
export interface IAgentDashboardQualityGoal {
    actual: number;
    target: number;
}
/**
 * The agent's PERSONAL dashboard. Not to be confused with
 * ITicketDashboardMetrics, which is the space-wide aggregate: everything here is
 * filtered by the acting agent.
 */
export interface IAgentDashboardMetrics {
    range: {
        from: Date;
        to: Date;
    };
    activeLoad: number;
    resolvedCount: number;
    resolvedChangePercentage?: number;
    receivedCount: number;
    awaitingResponseCount: number;
    averageFirstResponseMinutes: number;
    averageResolutionMinutes: number;
    slaAttentionCount: number;
    slaBreachedCount: number;
    slaAtRiskCount: number;
    priorityQueue: IAgentDashboardQueueItem[];
    capacity: IAgentDashboardCapacity;
    loadByPriority: {
        priority: TicketPriority;
        count: number;
    }[];
    availabilityStatus: AgentAvailabilityStatus;
    resolutionRhythm: {
        series: ITicketMetricPoint[];
        changePercentage?: number;
    };
    qualityGoals: {
        firstResponseSla: IAgentDashboardQualityGoal;
        resolutionSla: IAgentDashboardQualityGoal;
        assignmentAcceptanceRate: IAgentDashboardQualityGoal;
    };
    csatScore: IAgentDashboardQualityGoal;
    warnings: string[];
}
/** A metric of the catalog, plus the dimensions a query MUST supply for it. */
export interface IMetricCatalogEntry extends ITicketMetricDefinition {
    requiredDimensions?: TicketAnalyticsDimension[];
}
export type IWidgetPresetQuery = Omit<ITicketMetricQuery, 'filter'>;
export type WidgetPresetCategory = 'kpi' | 'trend' | 'breakdown' | 'sla';
/**
 * A ready-made widget the user can drop on a dashboard. `queries` drops `filter`
 * on purpose: the preset defines WHAT is measured, the dashboard defines over
 * which slice.
 */
export interface IWidgetPreset {
    key: string;
    label: string;
    description: string;
    category: WidgetPresetCategory;
    audiences: TicketAnalyticsAudience[];
    defaultSize: {
        width: number;
        height: number;
    };
    widget: Omit<ITicketWidgetConfiguration, 'id' | 'position' | 'queries'> & {
        queries: IWidgetPresetQuery[];
    };
}