import { ChannelType } from '../Common/Channels/ChannelType';
import { ITicketAuditedEntity, TicketPriority, TicketPropertyValue } from './Common';
import { TicketConditionOperator } from './Workflow';
export declare enum TicketRoutingStrategy {
    ROUND_ROBIN = "ROUND_ROBIN",
    LEAST_BUSY = "LEAST_BUSY",
    MOST_SKILLED = "MOST_SKILLED",
    LONGEST_IDLE = "LONGEST_IDLE",
    MANUAL_PULL = "MANUAL_PULL",
    RANDOM = "RANDOM",
    WEIGHTED = "WEIGHTED"
}
export declare enum TicketRoutingStatus {
    NOT_ROUTED = "NOT_ROUTED",
    QUEUED = "QUEUED",
    ROUTING = "ROUTING",
    OFFERED = "OFFERED",
    ASSIGNED = "ASSIGNED",
    ACCEPTED = "ACCEPTED",
    DECLINED = "DECLINED",
    RETURNED = "RETURNED",
    ESCALATED = "ESCALATED",
    FAILED = "FAILED"
}
export declare enum AgentAvailabilityStatus {
    AVAILABLE = "AVAILABLE",
    BUSY = "BUSY",
    AWAY = "AWAY",
    OFFLINE = "OFFLINE"
}
export declare enum TicketRoutingConditionGroupOperator {
    AND = "AND",
    OR = "OR"
}
export declare enum TicketQueueOrderCriterion {
    SLA_BREACH_AT = "SLA_BREACH_AT",
    PRIORITY = "PRIORITY",
    CREATED_AT = "CREATED_AT",
    DUE_AT = "DUE_AT",
    CUSTOM_FIELD = "CUSTOM_FIELD",
    CALCULATED_SCORE = "CALCULATED_SCORE"
}
export declare enum TicketQueueOrderDirection {
    ASC = "ASC",
    DESC = "DESC"
}
export declare enum TicketSkillRelaxationMode {
    NEVER = "NEVER",
    AFTER_TIMEOUT = "AFTER_TIMEOUT"
}
export declare enum TicketEscalationTrigger {
    QUEUE_WAIT = "QUEUE_WAIT",
    OFFER_TIMEOUT = "OFFER_TIMEOUT",
    SLA_WARNING = "SLA_WARNING",
    SLA_BREACH = "SLA_BREACH",
    NO_ELIGIBLE_AGENT = "NO_ELIGIBLE_AGENT",
    DECLINED = "DECLINED"
}
export declare enum TicketEscalationActionType {
    ADD_GROUP = "ADD_GROUP",
    CHANGE_QUEUE = "CHANGE_QUEUE",
    INCREASE_PRIORITY = "INCREASE_PRIORITY",
    NOTIFY_USERS = "NOTIFY_USERS",
    NOTIFY_ROLES = "NOTIFY_ROLES",
    RELAX_OPTIONAL_SKILLS = "RELAX_OPTIONAL_SKILLS",
    ASSIGN_USER = "ASSIGN_USER",
    ASSIGN_GROUP = "ASSIGN_GROUP",
    WEBHOOK = "WEBHOOK"
}
export declare enum TicketAssignmentEndReason {
    COMPLETED = "COMPLETED",
    REASSIGNED = "REASSIGNED",
    RETURNED = "RETURNED",
    DECLINED = "DECLINED",
    EXPIRED = "EXPIRED",
    MANUAL = "MANUAL"
}
export interface ITicketRoutingCondition {
    fieldNameKey: string;
    operator: TicketConditionOperator;
    expectedValue?: TicketPropertyValue;
}
export interface ITicketRoutingConditionGroup {
    operator: TicketRoutingConditionGroupOperator;
    conditions?: ITicketRoutingCondition[];
    groups?: ITicketRoutingConditionGroup[];
}
export interface ITicketQueueOrder {
    criterion: TicketQueueOrderCriterion;
    direction: TicketQueueOrderDirection;
    fieldNameKey?: string;
    weight?: number;
}
export interface ITicketSkill extends ITicketAuditedEntity {
    name: string;
    description?: string;
    enabled: boolean;
}
export interface ITicketSkillRequirement {
    skillId: string;
    required: boolean;
    priority: number;
    minimumProficiency?: number;
    relaxationMode?: TicketSkillRelaxationMode;
    timeoutMinutes?: number;
}
export interface IAgentTicketSkill {
    userId: string;
    skillId: string;
    proficiency?: number;
    priority?: number;
    enabled: boolean;
    validFrom?: Date;
    validUntil?: Date;
}
export interface IAgentChannelCapacity {
    channelType?: ChannelType;
    maximumConcurrent: number;
    currentAssignments: number;
    reservedCapacity?: number;
}
export interface IAgentRoutingState {
    spaceId: string;
    userId: string;
    status: AgentAvailabilityStatus;
    capacities: IAgentChannelCapacity[];
    activeAssignmentCount: number;
    lastAssignedAt?: Date;
    availableSince?: Date;
    updatedAt: Date;
}
export interface ITicketQueue extends ITicketAuditedEntity {
    name: string;
    description?: string;
    enabled: boolean;
    priority: number;
    conditions?: ITicketRoutingConditionGroup;
    primaryGroupIds: string[];
    fallbackGroupIds?: string[];
    strategy: TicketRoutingStrategy;
    ordering: ITicketQueueOrder[];
    skillRequirements?: ITicketSkillRequirement[];
    offerTimeoutSeconds?: number;
    maximumWaitMinutes?: number;
    escalationPolicyId?: string;
}
export interface ITicketRoutingPolicy extends ITicketAuditedEntity {
    name: string;
    description?: string;
    enabled: boolean;
    priority: number;
    conditions?: ITicketRoutingConditionGroup;
    queueId: string;
    strategyOverride?: TicketRoutingStrategy;
    skillRequirements?: ITicketSkillRequirement[];
    validFrom?: Date;
    validUntil?: Date;
}
export interface ITicketEscalationAction {
    type: TicketEscalationActionType;
    groupIds?: string[];
    userIds?: string[];
    roleIds?: string[];
    queueId?: string;
    priority?: TicketPriority;
    webhookId?: string;
}
export interface ITicketEscalationStep {
    id: string;
    order: number;
    trigger: TicketEscalationTrigger;
    thresholdMinutes?: number;
    repeatEveryMinutes?: number;
    maximumExecutions?: number;
    actions: ITicketEscalationAction[];
}
export interface ITicketEscalationPolicy extends ITicketAuditedEntity {
    name: string;
    description?: string;
    enabled: boolean;
    steps: ITicketEscalationStep[];
}
export interface ITicketAssignment {
    id: string;
    spaceId: string;
    ticketId: string;
    queueId?: string;
    groupId?: string;
    agentId?: string;
    status: TicketRoutingStatus;
    offeredAt?: Date;
    offerExpiresAt?: Date;
    assignedAt?: Date;
    acceptedAt?: Date;
    endedAt?: Date;
    endedReason?: TicketAssignmentEndReason;
    assignedBy?: string;
    routingDecisionId?: string;
}
export interface ITicketRoutingCandidate {
    agentId: string;
    eligible: boolean;
    score?: number;
    matchedSkillIds: string[];
    missingSkillIds?: string[];
    availableCapacity?: number;
    exclusionReasons?: string[];
}
export interface ITicketRoutingDecision {
    id: string;
    spaceId: string;
    ticketId: string;
    attemptId: string;
    policyId?: string;
    queueId: string;
    strategy: TicketRoutingStrategy;
    selectedAgentId?: string;
    selectedGroupId?: string;
    candidates?: ITicketRoutingCandidate[];
    matchedSkillIds: string[];
    relaxedSkillIds?: string[];
    reasonCode: string;
    explanation?: string;
    decidedAt: Date;
}
export interface ITicketRoutingAttempt {
    id: string;
    spaceId: string;
    ticketId: string;
    queueId?: string;
    status: TicketRoutingStatus;
    startedAt: Date;
    completedAt?: Date;
    trigger: string;
    decisionId?: string;
    errorCode?: string;
    errorMessage?: string;
}
export interface ITicketEscalationExecution {
    id: string;
    spaceId: string;
    ticketId: string;
    policyId: string;
    stepId: string;
    executedAt: Date;
    actionsExecuted: TicketEscalationActionType[];
    error?: string;
}
export interface ITicketRoutingState {
    status: TicketRoutingStatus;
    queueId?: string;
    policyId?: string;
    currentAssignmentId?: string;
    enqueuedAt?: Date;
    offeredAt?: Date;
    offerExpiresAt?: Date;
    assignedAt?: Date;
    acceptedAt?: Date;
    priorityScore?: number;
    nextEscalationAt?: Date;
    requiredSkills?: ITicketSkillRequirement[];
    lastDecisionId?: string;
}
export interface IEnqueueTicketDto {
    expectedVersion: number;
    queueId?: string;
    reason?: string;
}
export interface IAcceptTicketAssignmentDto {
    expectedVersion: number;
    assignmentId: string;
}
export interface IDeclineTicketAssignmentDto {
    expectedVersion: number;
    assignmentId: string;
    reason: string;
}
export interface IReturnTicketToQueueDto {
    expectedVersion: number;
    assignmentId: string;
    reason?: string;
    queueId?: string;
}
export interface IManualRouteTicketDto {
    expectedVersion: number;
    queueId?: string;
    groupId?: string;
    agentId?: string;
    reason?: string;
}