import { ITicketProperty, TicketPropertyValue } from "./Common";
import { TicketMetricCode } from "./Dashboard";
import { TicketSecurityOperation } from "./Security";
/** Identifies the native AI experiences that Tickets can request from the central AI module. */
export declare enum TicketAICapability {
    SUMMARIZE = "SUMMARIZE",
    SUMMARIZE_SINCE_LAST_READ = "SUMMARIZE_SINCE_LAST_READ",
    SUGGEST_REPLY = "SUGGEST_REPLY",
    REWRITE = "REWRITE",
    TRANSLATE = "TRANSLATE",
    SUGGEST_NEXT_ACTION = "SUGGEST_NEXT_ACTION",
    SUGGEST_KNOWLEDGE = "SUGGEST_KNOWLEDGE",
    FIND_SIMILAR_TICKETS = "FIND_SIMILAR_TICKETS",
    DETECT_MISSING_INFORMATION = "DETECT_MISSING_INFORMATION",
    CLASSIFY = "CLASSIFY",
    EXTRACT_FIELDS = "EXTRACT_FIELDS",
    ANALYZE_SENTIMENT = "ANALYZE_SENTIMENT",
    PREDICT_RISK = "PREDICT_RISK"
}
/** Classifies machine-generated observations persisted against a ticket. */
export declare enum TicketAIInsightType {
    INTENT = "INTENT",
    TOPIC = "TOPIC",
    SENTIMENT = "SENTIMENT",
    URGENCY = "URGENCY",
    COMPLEXITY = "COMPLEXITY",
    ESCALATION_RISK = "ESCALATION_RISK",
    SLA_BREACH_RISK = "SLA_BREACH_RISK",
    LANGUAGE = "LANGUAGE",
    SPAM = "SPAM",
    SUGGESTED_CATEGORY = "SUGGESTED_CATEGORY",
    SUGGESTED_PRIORITY = "SUGGESTED_PRIORITY",
    SUGGESTED_SKILLS = "SUGGESTED_SKILLS",
    SUGGESTED_ASSIGNEE = "SUGGESTED_ASSIGNEE",
    RESOLUTION_PROBABILITY = "RESOLUTION_PROBABILITY",
    MISSING_INFORMATION = "MISSING_INFORMATION"
}
/** Describes whether an AI output is only proposed, accepted, rejected or superseded. */
export declare enum TicketAIOutputStatus {
    GENERATED = "GENERATED",
    ACCEPTED = "ACCEPTED",
    EDITED = "EDITED",
    REJECTED = "REJECTED",
    APPLIED = "APPLIED",
    SUPERSEDED = "SUPERSEDED",
    EXPIRED = "EXPIRED",
    FAILED = "FAILED"
}
/** Records explicit and implicit feedback used to evaluate model usefulness. */
export declare enum TicketAIFeedbackType {
    ACCEPTED = "ACCEPTED",
    EDITED = "EDITED",
    REJECTED = "REJECTED",
    HELPFUL = "HELPFUL",
    NOT_HELPFUL = "NOT_HELPFUL",
    INCORRECT = "INCORRECT",
    UNSAFE = "UNSAFE"
}
/** Severity used by supervisor insights to prioritize anomalies and recommendations. */
export declare enum TicketAIInsightSeverity {
    INFO = "INFO",
    LOW = "LOW",
    MEDIUM = "MEDIUM",
    HIGH = "HIGH",
    CRITICAL = "CRITICAL"
}
/** Types of cross-ticket analysis surfaced in dashboards and supervisor workspaces. */
export declare enum TicketAIAnalyticsInsightType {
    ANOMALY = "ANOMALY",
    TREND = "TREND",
    FORECAST = "FORECAST",
    EMERGING_TOPIC = "EMERGING_TOPIC",
    ROOT_CAUSE = "ROOT_CAUSE",
    SLA_RISK = "SLA_RISK",
    STAFFING_RISK = "STAFFING_RISK",
    QUALITY_RISK = "QUALITY_RISK",
    RECOMMENDATION = "RECOMMENDATION",
    EXECUTIVE_SUMMARY = "EXECUTIVE_SUMMARY"
}
/** Declares why an autonomous or assisted AI session handed work to a human. */
export declare enum TicketAIHandoffReason {
    CUSTOMER_REQUESTED = "CUSTOMER_REQUESTED",
    LOW_CONFIDENCE = "LOW_CONFIDENCE",
    POLICY_REQUIRED = "POLICY_REQUIRED",
    UNSUPPORTED_INTENT = "UNSUPPORTED_INTENT",
    NEGATIVE_SENTIMENT = "NEGATIVE_SENTIMENT",
    SECURITY_RISK = "SECURITY_RISK",
    TOOL_FAILURE = "TOOL_FAILURE",
    SLA_RISK = "SLA_RISK",
    OTHER = "OTHER"
}
/** Controls how much ticket context may be sent to AI after authorization and PII filtering. */
export declare enum TicketAIContextScope {
    TICKET_FIELDS = "TICKET_FIELDS",
    PUBLIC_MESSAGES = "PUBLIC_MESSAGES",
    INTERNAL_NOTES = "INTERNAL_NOTES",
    ATTACHMENT_TEXT = "ATTACHMENT_TEXT",
    CONTACT_PROFILE = "CONTACT_PROFILE",
    ORGANIZATION_PROFILE = "ORGANIZATION_PROFILE",
    KNOWLEDGE = "KNOWLEDGE",
    RELATED_TICKETS = "RELATED_TICKETS",
    SLA = "SLA",
    TASKS = "TASKS",
    APPROVALS = "APPROVALS"
}
/** Configuration exposed by Tickets so UI and Flow know which AI experiences are available and permitted. */
export interface ITicketAICapabilityDefinition {
    code: TicketAICapability;
    name: string;
    description: string;
    enabled: boolean;
    allowedRoleIds?: string[];
    requiredOperations?: TicketSecurityOperation[];
    contextScopes: TicketAIContextScope[];
    providerId?: string;
    modelId?: string;
    promptTemplateId?: string;
    minimumConfidence?: number;
    requireHumanApproval: boolean;
}
/** Per-tenant policy enforced before any ticket context is sent to a model. */
export interface ITicketAIPolicy {
    id: string;
    spaceId: string;
    name: string;
    enabled: boolean;
    allowedCapabilities: TicketAICapability[];
    allowedContextScopes: TicketAIContextScope[];
    excludedFieldNameKeys?: string[];
    allowPii: boolean;
    allowSensitivePii: boolean;
    redactBeforeInference: boolean;
    retainInputs: boolean;
    retainOutputs: boolean;
    retentionDays?: number;
    maximumTokensPerRequest?: number;
    maximumCostPerRequest?: number;
    requireSourceCitations?: boolean;
    createdAt: Date;
    createdBy: string;
    updatedAt?: Date;
    updatedBy?: string;
}
/** Request issued by an agent-facing UI for summaries, replies, rewrites or recommendations. */
export interface ICreateTicketAIAssistanceDto {
    ticketId: string;
    capability: TicketAICapability;
    instruction?: string;
    locale?: string;
    tone?: string;
    conversationId?: string;
    sinceMessageId?: string;
    selectedMessageIds?: string[];
    selectedFieldNameKeys?: string[];
    contextScopes?: TicketAIContextScope[];
    idempotencyKey: string;
}
/** Immutable reference to a source used by an AI response; content remains authoritative in its owning module. */
export interface ITicketAISourceReference {
    sourceType: "TICKET" | "MESSAGE" | "DOCUMENT" | "ATTACHMENT" | "CONTACT" | "ORGANIZATION" | "SLA" | "TASK" | "APPROVAL";
    sourceId: string;
    title?: string;
    excerpt?: string;
    relevanceScore?: number;
}
/** Result returned to the agent UI; generated text is a suggestion until explicitly accepted or applied. */
export interface ITicketAIAssistanceResult {
    id: string;
    spaceId: string;
    ticketId: string;
    capability: TicketAICapability;
    status: TicketAIOutputStatus;
    text?: string;
    structuredOutput?: {
        [key: string]: TicketPropertyValue;
    };
    suggestedProperties?: ITicketProperty[];
    suggestedKnowledgeDocumentIds?: string[];
    similarTicketIds?: string[];
    confidence?: number;
    sources?: ITicketAISourceReference[];
    traceId: string;
    generatedAt: Date;
    expiresAt?: Date;
}
/** Persisted prediction or classification used by routing, prioritization and agent context. */
export interface ITicketAIInsight {
    id: string;
    spaceId: string;
    ticketId: string;
    type: TicketAIInsightType;
    value: TicketPropertyValue;
    confidence: number;
    status: TicketAIOutputStatus;
    modelId: string;
    modelVersion?: string;
    promptTemplateId?: string;
    sourceEventId?: string;
    generatedAt: Date;
    expiresAt?: Date;
    acceptedAt?: Date;
    acceptedBy?: string;
    rejectedAt?: Date;
    rejectedBy?: string;
    rejectionReason?: string;
}
/** Lightweight projection embedded in ITicket lists; full insights are queried separately. */
export interface ITicketAISummary {
    sentiment?: string;
    intent?: string;
    language?: string;
    escalationRisk?: number;
    slaBreachRisk?: number;
    suggestedPriority?: string;
    activeInsightIds?: string[];
    updatedAt: Date;
}
/** Request for refreshing selected insights after a ticket or conversation changes. */
export interface IGenerateTicketAIInsightsDto {
    ticketId: string;
    insightTypes: TicketAIInsightType[];
    sourceEventId?: string;
    contextScopes?: TicketAIContextScope[];
    idempotencyKey: string;
}
/** Applies an accepted AI recommendation through normal ticket APIs, preserving validation and audit. */
export interface IApplyTicketAIRecommendationDto {
    expectedVersion: number;
    assistanceResultId?: string;
    insightId?: string;
    fieldValues?: ITicketProperty[];
    actionCode?: string;
    actionParameters?: {
        [key: string]: TicketPropertyValue;
    };
    idempotencyKey: string;
}
/** Records whether an agent used, edited or rejected an output; required for quality and adoption metrics. */
export interface ICreateTicketAIFeedbackDto {
    outputId: string;
    feedbackType: TicketAIFeedbackType;
    editedText?: string;
    correctedValue?: TicketPropertyValue;
    comment?: string;
}
/** Stored feedback event consumed by analytics and model evaluation pipelines. */
export interface ITicketAIFeedback {
    id: string;
    spaceId: string;
    ticketId: string;
    outputId: string;
    userId: string;
    type: TicketAIFeedbackType;
    editDistancePercentage?: number;
    correctedValue?: TicketPropertyValue;
    comment?: string;
    createdAt: Date;
}
/** Evidence supporting a supervisor insight; enables drill-down instead of presenting an opaque conclusion. */
export interface ITicketAIAnalyticsEvidence {
    metricCode?: TicketMetricCode;
    ticketIds?: string[];
    groupIds?: string[];
    categoryIds?: string[];
    currentValue?: number;
    baselineValue?: number;
    changePercentage?: number;
    description?: string;
}
/** Cross-ticket insight shown in dashboards to explain trends, anomalies and operational risks. */
export interface ITicketAIAnalyticsInsight {
    id: string;
    spaceId: string;
    dashboardId?: string;
    type: TicketAIAnalyticsInsightType;
    title: string;
    summary: string;
    severity: TicketAIInsightSeverity;
    confidence: number;
    metricCodes?: TicketMetricCode[];
    evidence: ITicketAIAnalyticsEvidence[];
    recommendedActions?: ITicketAIRecommendedAction[];
    modelId: string;
    modelVersion?: string;
    generatedAt: Date;
    expiresAt?: Date;
    dismissedAt?: Date;
    dismissedBy?: string;
}
/** Suggested supervisor response; execution must go through Flow or a normal Tickets API after approval. */
export interface ITicketAIRecommendedAction {
    code: string;
    label: string;
    description?: string;
    parameters?: {
        [key: string]: TicketPropertyValue;
    };
    requiresApproval: boolean;
}
/** Query used by supervisor dashboards to request anomaly, forecast or explanation generation. */
export interface IGenerateTicketAIAnalyticsDto {
    dashboardId?: string;
    insightTypes: TicketAIAnalyticsInsightType[];
    metricCodes?: TicketMetricCode[];
    from: Date;
    to: Date;
    comparisonFrom?: Date;
    comparisonTo?: Date;
    groupIds?: string[];
    categoryIds?: string[];
    idempotencyKey: string;
}
/** Context transferred from a virtual agent or AI-driven Flow when a human ticket is created or resumed. */
export interface ITicketAIVirtualAgentHandoff {
    id: string;
    spaceId: string;
    sessionId: string;
    ticketId?: string;
    flowId?: string;
    conversationId?: string;
    summary: string;
    detectedIntent?: string;
    detectedLanguage?: string;
    confidence?: number;
    collectedProperties: ITicketProperty[];
    attemptedKnowledgeDocumentIds?: string[];
    toolResults?: {
        toolCode: string;
        success: boolean;
        summary?: string;
    }[];
    reason: TicketAIHandoffReason;
    customerRequestedHuman?: boolean;
    handedOffAt: Date;
}
/** DTO used by Flow or a virtual agent to attach its structured handoff to an existing or newly created ticket. */
export interface IAttachTicketAIHandoffDto {
    ticketId: string;
    handoffId: string;
    expectedVersion: number;
}
/** Trace metadata retained for governance without requiring storage of raw prompts containing PII. */
export interface ITicketAITrace {
    id: string;
    spaceId: string;
    ticketId?: string;
    capability: TicketAICapability;
    providerId: string;
    modelId: string;
    modelVersion?: string;
    promptTemplateId?: string;
    promptTemplateVersion?: number;
    promptHash?: string;
    inputRetained: boolean;
    outputRetained: boolean;
    sourceReferences?: ITicketAISourceReference[];
    requestedBy?: string;
    flowId?: string;
    flowExecutionId?: string;
    startedAt: Date;
    completedAt?: Date;
    latencyMs?: number;
    inputTokens?: number;
    outputTokens?: number;
    totalCost?: number;
    success: boolean;
    errorCode?: string;
    errorMessage?: string;
}
/** Aggregated measurements used to compare AI quality, adoption, savings and cost over time. */
export interface ITicketAIMetrics {
    from: Date;
    to: Date;
    capability?: TicketAICapability;
    requests: number;
    successes: number;
    failures: number;
    accepted: number;
    edited: number;
    rejected: number;
    acceptanceRate: number;
    averageConfidence?: number;
    averageLatencyMs?: number;
    inputTokens: number;
    outputTokens: number;
    totalCost: number;
    estimatedMinutesSaved?: number;
    automatedResolutions?: number;
    humanHandoffs?: number;
}
/** Query used by administrators and supervisors to retrieve AI operational and adoption metrics. */
export interface ITicketAIMetricsQuery {
    from: Date;
    to: Date;
    capabilities?: TicketAICapability[];
    modelIds?: string[];
    userIds?: string[];
    groupIds?: string[];
    categoryIds?: string[];
}