fix(supervisor): separate pending slots per event category to pair CALL/ACW correctly

CALL and ACW overlap: an agent enters ACW before the CALL_END webhook
arrives. With a single shared pending slot, ACW_START would clobber the
pending CALL_START and CALL_END would compute 0-second duration against
the ACW_START timestamp. Verified in production data — 4/4 CALL_END rows
on Global had durationS=0.

Fix: one slot per category (pause/call/acw). Each END reads and clears
its own slot. READY and LOGOUT defensively flush all slots to avoid
leaking state across sessions.

Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>

src/supervisor/agent-history.service.ts

@@ -14,9 +14,15 @@ export type AgentEventType =
     | 'ACW_START'
     | 'ACW_END';
 
-type PendingStart = {
-    eventType: 'PAUSE' | 'CALL_START' | 'ACW_START';
-    at: number; // ms timestamp
+// Separate pending slots per event category. Call + ACW overlap (agent
+// enters ACW before the CALL_END arrives), so a single shared slot would
+// let ACW_START clobber pending CALL_START and produce 0-second call
+// durations. Keep one slot per category so each END event pairs cleanly.
+type PendingSlot = 'pause' | 'call' | 'acw';
+type PendingStarts = {
+    pause?: number; // PAUSE eventAt ms
+    call?: number;  // CALL_START eventAt ms
+    acw?: number;   // ACW_START eventAt ms
 };
 
 /**
@@ -36,9 +42,9 @@ export class AgentHistoryService implements OnModuleInit {
     // ozonetelAgentId → Agent entity UUID. Loaded at startup.
     private readonly agentUuidByOzonetelId = new Map<string, string>();
 
-    // agentId → most recent "start" event that's awaiting a paired "end",
-    // used to compute durationSec on the END event.
-    private readonly pendingStartByAgent = new Map<string, PendingStart>();
+    // agentId → map of pending start events per category, used to compute
+    // durationSec on the matching END event.
+    private readonly pendingStartsByAgent = new Map<string, PendingStarts>();
 
     constructor(private readonly platform: PlatformGraphqlService) {}
 
@@ -117,24 +123,34 @@ export class AgentHistoryService implements OnModuleInit {
             return;
         }
 
-        // Compute duration when closing out a pending start. Ozonetel
-        // emits a single "release" action for both post-pause and post-ACW,
-        // so a READY event closes whatever was open. Specific close events
-        // (RESUME / ACW_END / CALL_END) also pair to their explicit start.
+        // Pair START → END events by category. CALL and ACW can overlap
+        // (agent enters ACW before CALL_END arrives), so each lives in its
+        // own slot. READY is a fallback close — supervisor.service already
+        // maps 'release'/'IDLE' to RESUME / ACW_END when it knows the prior
+        // state; READY only fires when that disambiguation failed, so it
+        // clears anything dangling.
         let durationSec: number | null = null;
-        if (this.closesAnyOpenStart(params.eventType)) {
-            const pending = this.pendingStartByAgent.get(params.ozonetelAgentId);
-            if (pending) {
-                durationSec = Math.max(0, Math.round((new Date(params.eventAt).getTime() - pending.at) / 1000));
-                this.pendingStartByAgent.delete(params.ozonetelAgentId);
+        const endSlot = this.slotForEnd(params.eventType);
+        const startSlot = this.slotForStart(params.eventType);
+        const eventMs = new Date(params.eventAt).getTime();
+
+        if (endSlot) {
+            const pending = this.pendingStartsByAgent.get(params.ozonetelAgentId);
+            const at = pending?.[endSlot];
+            if (at !== undefined) {
+                durationSec = Math.max(0, Math.round((eventMs - at) / 1000));
+                delete pending![endSlot];
+                if (!pending!.pause && !pending!.call && !pending!.acw) {
+                    this.pendingStartsByAgent.delete(params.ozonetelAgentId);
                 }
-        } else if (this.isStartEvent(params.eventType)) {
-            // Overwrite any existing pending start for this agent. Ozonetel
-            // doesn't nest states, so a new start implicitly ends the previous.
-            this.pendingStartByAgent.set(params.ozonetelAgentId, {
-                eventType: params.eventType as PendingStart['eventType'],
-                at: new Date(params.eventAt).getTime(),
-            });
+            }
+        } else if (startSlot) {
+            const existing = this.pendingStartsByAgent.get(params.ozonetelAgentId) ?? {};
+            existing[startSlot] = eventMs;
+            this.pendingStartsByAgent.set(params.ozonetelAgentId, existing);
+        } else if (params.eventType === 'READY' || params.eventType === 'LOGOUT') {
+            // Defensive flush of any lingering slots on session boundaries.
+            this.pendingStartsByAgent.delete(params.ozonetelAgentId);
         }
 
         const data: Record<string, any> = {
@@ -172,17 +188,18 @@ export class AgentHistoryService implements OnModuleInit {
             || msg.includes('AgentEventCreateInput') || msg.includes('AgentSessionCreateInput');
     }
 
-    private closesAnyOpenStart(endType: AgentEventType): boolean {
-        // READY, RESUME, CALL_END, ACW_END all close whatever start was open.
-        // LOGIN/LOGOUT don't — they're session boundaries.
-        return endType === 'READY'
-            || endType === 'RESUME'
-            || endType === 'CALL_END'
-            || endType === 'ACW_END';
+    private slotForStart(eventType: AgentEventType): PendingSlot | null {
+        if (eventType === 'PAUSE') return 'pause';
+        if (eventType === 'CALL_START') return 'call';
+        if (eventType === 'ACW_START') return 'acw';
+        return null;
     }
 
-    private isStartEvent(eventType: AgentEventType): boolean {
-        return eventType === 'PAUSE' || eventType === 'CALL_START' || eventType === 'ACW_START';
+    private slotForEnd(eventType: AgentEventType): PendingSlot | null {
+        if (eventType === 'RESUME') return 'pause';
+        if (eventType === 'CALL_END') return 'call';
+        if (eventType === 'ACW_END') return 'acw';
+        return null;
     }
 
     /**