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feat(supervisor): Phase 2 metrics ingest — AgentEvent/AgentSession rollup

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- New AgentHistoryService: persistAgentEvent pairs START/END for durationS, patchCallTiming updates Call SLA fields
- Supervisor service wires handleCallEvent (CALL_START on Answered, CALL_END on Disconnect) and handleAgentEvent (LOGIN/LOGOUT/PAUSE/RESUME/ACW_START/ACW_END/READY) via priorState-aware mapping
- setInterval-based nightly-ish rollup: every 15min aggregates AgentEvent into AgentSession per IST day (idempotent upsert by agentId+date)
- Ozonetel dispose flow extracts HandlingTime/WrapupDuration/HoldDuration from CDR, patches Call timing fields
- Field names match platform truncation: durationS, loginDurationS, busyTimeS, idleTimeS, pauseTimeS, wrapupTimeS, avgHandlingTimeS, handlingTimeS, acwDurationS, holdDurationS, responseTimeS, sessionDate → date
- Skips cleanly on workspaces where AgentEvent entity isn't synced

Known issue: pending-pair map has single slot per agent, so ACW_START overwrites pending CALL_START and CALL_END computes 0s duration. Fix in followup.

Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>
This commit is contained in:
saridsa2
2026-04-15 06:49:15 +05:30
parent fbe782b5ac
commit 4eb8cb80b2
4 changed files with 527 additions and 14 deletions
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83
src/ozonetel/ozonetel-agent.controller.ts
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@@ -7,6 +7,16 @@ import { Topics } from '../events/event-types';
import { TelephonyConfigService } from '../config/telephony-config.service';
import { SupervisorService } from '../supervisor/supervisor.service';
// Convert Ozonetel "HH:MM:SS" (or null/empty) to integer seconds.
// Returns null when input is missing or all-zero.
function parseHmsToSec(raw: any): number | null {
if (!raw || typeof raw !== 'string') return null;
if (raw === '00:00:00') return null;
const parts = raw.split(':').map((p) => parseInt(p, 10));
if (parts.length !== 3 || parts.some((n) => isNaN(n))) return null;
return parts[0] * 3600 + parts[1] * 60 + parts[2];
}
@Controller('api/ozonetel')
export class OzonetelAgentController {
private readonly logger = new Logger(OzonetelAgentController.name);
@@ -112,6 +122,7 @@ export class OzonetelAgentController {
direction?: string;
durationSec?: number;
leadId?: string;
leadName?: string;
notes?: string;
missedCallId?: string;
},
@@ -164,6 +175,7 @@ export class OzonetelAgentController {
endedAt,
};
if (body.leadId) callData.leadId = body.leadId;
if (body.leadName) callData.leadName = body.leadName;
const apiKey = process.env.PLATFORM_API_KEY;
if (apiKey) {
@@ -173,6 +185,45 @@ export class OzonetelAgentController {
`Bearer ${apiKey}`,
);
this.logger.log(`[DISPOSE] Created outbound call record: ${result.createCall.id}`);
// Fetch recording URL from CDR after a delay (Ozonetel needs time to process)
const callId = result.createCall.id;
const ucid = body.ucid;
const dateStr = new Date().toISOString().split('T')[0];
setTimeout(async () => {
try {
// fetchCdrByUCID is the targeted lookup — Ozonetel resolves
// leg-pair UCIDs server-side, so the agent-facing UCID we
// hold reliably returns the call row and its CallAudio.
const record = await this.ozonetelAgent.fetchCdrByUCID({ date: dateStr, ucid });
const audioUrl = record?.CallAudio || record?.AudioFile;
// Compose a single update with recording + SLA timing
// fields. CDR exposes HandlingTime, WrapupDuration,
// HoldDuration as HH:MM:SS strings.
const updateData: Record<string, any> = {};
if (audioUrl) {
updateData.recording = { primaryLinkUrl: audioUrl, primaryLinkLabel: 'Recording' };
}
const handlingSec = parseHmsToSec(record?.HandlingTime);
const wrapupSec = parseHmsToSec(record?.WrapupDuration);
const holdSec = parseHmsToSec(record?.HoldDuration);
if (handlingSec !== null) updateData.handlingTimeS = handlingSec;
if (wrapupSec !== null) updateData.acwDurationS = wrapupSec;
if (holdSec !== null) updateData.holdDurationS = holdSec;
if (Object.keys(updateData).length > 0) {
await this.platform.queryWithAuth<any>(
`mutation($id: UUID!, $data: CallUpdateInput!) { updateCall(id: $id, data: $data) { id } }`,
{ id: callId, data: updateData },
`Bearer ${apiKey}`,
);
this.logger.log(`[DISPOSE] Updated outbound call ${callId} ${audioUrl ? 'with recording + ' : ''}timing (handling=${handlingSec ?? 'na'}s wrap=${wrapupSec ?? 'na'}s hold=${holdSec ?? 'na'}s)`);
} else {
this.logger.warn(`[DISPOSE] No CallAudio or timing for ucid=${ucid} — record=${JSON.stringify(record ?? null)}`);
}
} catch (err: any) {
this.logger.warn(`[DISPOSE] Failed to fetch recording for outbound call: ${err.message}`);
}
}, 30_000);
}
} catch (err: any) {
this.logger.warn(`[DISPOSE] Failed to create outbound call record: ${err.message}`);
@@ -183,16 +234,20 @@ export class OzonetelAgentController {
if (body.missedCallId) {
const statusMap: Record<string, string> = {
APPOINTMENT_BOOKED: 'CALLBACK_COMPLETED',
APPOINTMENT_RESCHEDULED: 'CALLBACK_COMPLETED',
APPOINTMENT_CANCELLED: 'CALLBACK_COMPLETED',
INFO_PROVIDED: 'CALLBACK_COMPLETED',
FOLLOW_UP_SCHEDULED: 'CALLBACK_COMPLETED',
CALLBACK_REQUESTED: 'CALLBACK_COMPLETED',
NOT_INTERESTED: 'CALLBACK_COMPLETED',
WRONG_NUMBER: 'WRONG_NUMBER',
NO_ANSWER: 'CALLBACK_ATTEMPTED',
};
const newStatus = statusMap[body.disposition];
if (newStatus) {
try {
await this.platform.query<any>(
`mutation { updateCall(id: "${body.missedCallId}", data: { callbackStatus: ${newStatus} }) { id } }`,
`mutation { updateCall(id: "${body.missedCallId}", data: { callbackStatus: ${newStatus}, disposition: ${body.disposition} }) { id } }`,
);
} catch (err) {
this.logger.warn(`Failed to update missed call status: ${err}`);
@@ -336,13 +391,26 @@ export class OzonetelAgentController {
]);
// Filter CDR to this agent only — fetchCDR returns all agents' calls
const agentCdr = cdr.filter((c: any) => c.AgentID === agent || c.AgentName === agent);
// Use case-insensitive matching — Ozonetel field casing varies
const agentLower = agent.toLowerCase();
const agentCdr = cdr.filter((c: any) =>
(c.AgentID ?? '').toLowerCase() === agentLower ||
(c.AgentName ?? '').toLowerCase() === agentLower,
);
this.logger.log(`[PERFORMANCE] CDR total=${cdr.length} agentFiltered=${agentCdr.length} agent="${agent}"`);
if (cdr.length > 0 && agentCdr.length === 0) {
const sampleIds = cdr.slice(0, 3).map((c: any) => `AgentID="${c.AgentID}" AgentName="${c.AgentName}"`);
this.logger.warn(`[PERFORMANCE] No CDR match for agent "${agent}". Sample CDR agents: ${sampleIds.join(', ')}`);
}
const totalCalls = agentCdr.length;
const inbound = agentCdr.filter((c: any) => c.Type === 'InBound').length;
const outbound = agentCdr.filter((c: any) => c.Type === 'Manual' || c.Type === 'Progressive').length;
const answered = agentCdr.filter((c: any) => c.Status === 'Answered').length;
const missed = agentCdr.filter((c: any) => c.Status === 'NotAnswered').length;
const inbound = agentCdr.filter((c: any) => (c.Type ?? '').toLowerCase() === 'inbound').length;
const outbound = agentCdr.filter((c: any) => {
const type = (c.Type ?? '').toLowerCase();
return type === 'manual' || type === 'progressive' || type === 'outbound';
}).length;
const answered = agentCdr.filter((c: any) => (c.Status ?? '').toLowerCase() === 'answered').length;
const missed = agentCdr.filter((c: any) => (c.Status ?? '').toLowerCase() === 'notanswered').length;
const talkTimes = agentCdr
.filter((c: any) => c.TalkTime && c.TalkTime !== '00:00:00')
@@ -380,10 +448,13 @@ export class OzonetelAgentController {
// Campaign only has 'General Enquiry' configured currently
const map: Record<string, string> = {
'APPOINTMENT_BOOKED': 'General Enquiry',
'APPOINTMENT_RESCHEDULED': 'General Enquiry',
'APPOINTMENT_CANCELLED': 'General Enquiry',
'FOLLOW_UP_SCHEDULED': 'General Enquiry',
'INFO_PROVIDED': 'General Enquiry',
'NO_ANSWER': 'General Enquiry',
'WRONG_NUMBER': 'General Enquiry',
'NOT_INTERESTED': 'General Enquiry',
'CALLBACK_REQUESTED': 'General Enquiry',
};
return map[disposition] ?? 'General Enquiry';