feat(performance-alerts): rules-engine-driven alerts, persisted as PerformanceAlert

Phase A+B of the alerts overhaul:

- New PerformanceFactsProvider exposes agent.idleMinutes (from
  AgentSession), agent.busyMinutes, agent.totalCallsToday,
  agent.bookedCallsToday, agent.conversionPercent
- Implement EscalateActionHandler (was a stub): persists a
  PerformanceAlert row, dedupes per agent+type+IST date so a 5-min
  cron can't spam, updates value if it changes
- New PerformanceConsumer: setInterval every 5 min, reads on_schedule
  rules referencing agent.* facts, evaluates per agent, dispatches
  escalate actions
- Two starter rules in hospital-starter.json: excessive-idle (>60min)
  and low-conversion (<15% with >10 calls today). NPS deferred — no
  source signal exists yet
- New PerformanceAlertsController: GET /api/supervisor/performance-alerts
  (active list), POST /:id/dismiss, POST /dismiss-all
- Rules engine now injects EscalateActionHandler via DI so the action
  has access to PlatformGraphqlService for persistence

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

src/rules-engine/actions/escalate.action.ts

@@ -1,12 +1,94 @@
-// src/rules-engine/actions/escalate.action.ts
-
+import { Injectable, Logger } from '@nestjs/common';
+import { PlatformGraphqlService } from '../../platform/platform-graphql.service';
 import type { ActionHandler, ActionResult } from '../types/action.types';
-import type { RuleAction } from '../types/rule.types';
+import type { RuleAction, EscalateActionParams } from '../types/rule.types';
 
+/**
+ * Persists a PerformanceAlert when a rule's escalate action fires.
+ *
+ * Dedupes by (agentId, alertType, IST date) — a single rule firing every
+ * 5 min should only produce ONE alert per day per agent until dismissed.
+ * If a row already exists for that key today and is not dismissed, the
+ * action is a no-op (returns the existing id). If the existing row was
+ * dismissed earlier today, we don't re-fire — supervisor explicitly
+ * acknowledged.
+ */
+@Injectable()
 export class EscalateActionHandler implements ActionHandler {
     type = 'escalate';
+    private readonly logger = new Logger(EscalateActionHandler.name);
 
-    async execute(_action: RuleAction, _context: Record<string, any>): Promise<ActionResult> {
-        return { success: true, data: { stub: true, action: 'escalate' } };
+    constructor(private readonly platform: PlatformGraphqlService) {}
+
+    async execute(action: RuleAction, context: Record<string, any>): Promise<ActionResult> {
+        const params = action.params as EscalateActionParams & { ruleId?: string; alertType?: string };
+        const agentId = context['agent.id'] as string | undefined;
+        const agentName = (context['agent.name'] as string | undefined) ?? '';
+        const valueRaw = context['_alertValue'];
+        const valueText = valueRaw != null ? String(valueRaw) : null;
+
+        if (!agentId) {
+            return { success: false, error: 'agent.id missing from facts' };
+        }
+
+        const alertType = params.alertType ?? this.inferAlertType(params.message);
+        const severity = (params.severity ?? 'warning').toUpperCase(); // INFO | WARNING | CRITICAL
+        const today = this.todayIst();
+
+        // Dedupe: any non-dismissed alert today for this agent + type?
+        try {
+            const existing = await this.platform.query<any>(
+                `{ performanceAlerts(first: 1, filter: {
+                    agentId: { eq: "${agentId}" },
+                    alertType: { eq: ${alertType} },
+                    firedAt: { gte: "${today}T00:00:00+05:30", lte: "${today}T23:59:59+05:30" }
+                }) { edges { node { id dismissedAt value } } } }`,
+            );
+            const existingNode = existing?.performanceAlerts?.edges?.[0]?.node;
+            if (existingNode) {
+                // Already fired today. If value changed, update it; otherwise no-op.
+                if (!existingNode.dismissedAt && existingNode.value !== valueText) {
+                    await this.platform.query<any>(
+                        `mutation($id: UUID!, $data: PerformanceAlertUpdateInput!) { updatePerformanceAlert(id: $id, data: $data) { id } }`,
+                        { id: existingNode.id, data: { value: valueText } },
+                    );
+                }
+                return { success: true, data: { id: existingNode.id, deduped: true, agentId, alertType } };
+            }
+
+            const created = await this.platform.query<any>(
+                `mutation($data: PerformanceAlertCreateInput!) { createPerformanceAlert(data: $data) { id } }`,
+                {
+                    data: {
+                        agentId,
+                        alertType,
+                        severity,
+                        message: params.message ?? alertType,
+                        value: valueText,
+                        ruleId: params.ruleId ?? null,
+                        firedAt: new Date().toISOString(),
+                    },
+                },
+            );
+            const id = created?.createPerformanceAlert?.id;
+            this.logger.log(`[ESCALATE] Created alert ${id} agent=${agentName ?? agentId} type=${alertType} value=${valueText}`);
+            return { success: true, data: { id, agentId, alertType, severity, message: params.message } };
+        } catch (err: any) {
+            this.logger.warn(`[ESCALATE] Failed for agent=${agentId}: ${err?.message ?? err}`);
+            return { success: false, error: String(err?.message ?? err) };
+        }
+    }
+
+    private inferAlertType(message: string | undefined): string {
+        const m = (message ?? '').toLowerCase();
+        if (m.includes('idle')) return 'EXCESSIVE_IDLE';
+        if (m.includes('nps')) return 'LOW_NPS';
+        if (m.includes('conversion')) return 'LOW_CONVERSION';
+        return 'OTHER';
+    }
+
+    private todayIst(): string {
+        const ist = new Date(Date.now() + 5.5 * 60 * 60 * 1000);
+        return ist.toISOString().slice(0, 10);
     }
 }

src/rules-engine/consumers/performance.consumer.ts

@@ -0,0 +1,114 @@
+import { Injectable, Logger, OnModuleInit, OnModuleDestroy } from '@nestjs/common';
+import { RulesEngineService } from '../rules-engine.service';
+import { RulesStorageService } from '../rules-storage.service';
+import { PerformanceFactsProvider } from '../facts/performance-facts.provider';
+import { PlatformGraphqlService } from '../../platform/platform-graphql.service';
+
+const TICK_INTERVAL_MS = 5 * 60 * 1000; // 5 minutes
+const KICKOFF_DELAY_MS = 90_000;        // wait for boot to settle
+
+/**
+ * Evaluates `on_schedule` performance rules every 5 minutes for every
+ * platform Agent. Facts come from PerformanceFactsProvider; matching
+ * rules dispatch the escalate action which persists a PerformanceAlert.
+ *
+ * Skips quietly when no scheduled performance rules are configured.
+ */
+@Injectable()
+export class PerformanceConsumer implements OnModuleInit, OnModuleDestroy {
+    private readonly logger = new Logger(PerformanceConsumer.name);
+    private timer: NodeJS.Timeout | null = null;
+
+    constructor(
+        private readonly engine: RulesEngineService,
+        private readonly storage: RulesStorageService,
+        private readonly facts: PerformanceFactsProvider,
+        private readonly platform: PlatformGraphqlService,
+    ) {}
+
+    onModuleInit() {
+        setTimeout(() => {
+            this.runOnce().catch((err) => {
+                this.logger.warn(`[PERF-CONSUMER] First run failed: ${err?.message ?? err}`);
+            });
+        }, KICKOFF_DELAY_MS);
+
+        this.timer = setInterval(() => {
+            this.runOnce().catch((err) => {
+                this.logger.warn(`[PERF-CONSUMER] Tick failed: ${err?.message ?? err}`);
+            });
+        }, TICK_INTERVAL_MS);
+    }
+
+    onModuleDestroy() {
+        if (this.timer) clearInterval(this.timer);
+    }
+
+    async runOnce(): Promise<{ agentsScanned: number; alertsFired: number }> {
+        // Storage.getByTrigger doesn't sub-discriminate on_schedule rules, so
+        // filter to only those that reference agent.* facts in their conditions.
+        // Anything else (e.g. SLA-breach rules over call.* facts) belongs to
+        // other consumers.
+        const allScheduled = await this.storage.getByTrigger('on_schedule');
+        const rules = allScheduled.filter((r) => this.referencesAgentFacts(r.conditions));
+        if (rules.length === 0) {
+            this.logger.debug('[PERF-CONSUMER] No agent-fact on_schedule rules — skipping');
+            return { agentsScanned: 0, alertsFired: 0 };
+        }
+
+        const agents = await this.fetchAgents();
+        if (agents.length === 0) return { agentsScanned: 0, alertsFired: 0 };
+
+        let alertsFired = 0;
+        for (const agent of agents) {
+            try {
+                const factContext = await this.facts.resolveFacts({ agentId: agent.id, agentName: agent.name });
+
+                // Each rule's escalate action needs to know which fact value
+                // to surface as the alert's value (e.g. "65m" for idle).
+                // Inject _alertValue per-rule below.
+                for (const rule of rules) {
+                    const ruleFacts = { ...factContext };
+                    const valueFact = (rule.action.params as any)?.valueFact as string | undefined;
+                    if (valueFact && ruleFacts[valueFact] != null) {
+                        ruleFacts['_alertValue'] = ruleFacts[valueFact];
+                    }
+                    const result = await this.engine.evaluate('on_schedule', 'performance', ruleFacts);
+                    alertsFired += result.results.filter((r: any) => r.success && !r.data?.deduped).length;
+                }
+            } catch (err: any) {
+                this.logger.warn(`[PERF-CONSUMER] Eval failed for agent=${agent.id}: ${err?.message ?? err}`);
+            }
+        }
+
+        if (alertsFired > 0) {
+            this.logger.log(`[PERF-CONSUMER] Tick complete — agents=${agents.length} alertsFired=${alertsFired}`);
+        }
+        return { agentsScanned: agents.length, alertsFired };
+    }
+
+    private referencesAgentFacts(group: any): boolean {
+        if (!group) return false;
+        const items = group.all ?? group.any ?? [];
+        for (const item of items) {
+            if (item.all || item.any) {
+                if (this.referencesAgentFacts(item)) return true;
+            } else if (typeof item.fact === 'string' && item.fact.startsWith('agent.')) {
+                return true;
+            }
+        }
+        return false;
+    }
+
+    private async fetchAgents(): Promise<Array<{ id: string; name: string }>> {
+        try {
+            const data = await this.platform.query<any>(
+                `{ agents(first: 100) { edges { node { id name } } } }`,
+            );
+            return (data?.agents?.edges ?? []).map((e: any) => e.node);
+        } catch (err) {
+            this.logger.warn(`[PERF-CONSUMER] Agent fetch failed: ${err}`);
+            return [];
+        }
+    }
+}

src/rules-engine/facts/performance-facts.provider.ts

@@ -0,0 +1,93 @@
+import { Injectable, Logger } from '@nestjs/common';
+import { PlatformGraphqlService } from '../../platform/platform-graphql.service';
+import type { FactProvider, FactValue } from '../types/fact.types';
+
+/**
+ * Resolves per-agent performance facts for the rules engine.
+ * Used by the PerformanceConsumer to evaluate alert rules every 5 min.
+ *
+ * Facts exposed:
+ *   - agent.idleMinutes — from today's AgentSession.idleTimeS
+ *   - agent.busyMinutes — from AgentSession.busyTimeS
+ *   - agent.totalCallsToday — count of Calls started today
+ *   - agent.bookedCallsToday — count of Calls today with disposition=APPOINTMENT_BOOKED
+ *   - agent.conversionPercent — bookedCallsToday / totalCallsToday × 100
+ *   - agent.id, agent.name — for routing alerts back to the right agent
+ *
+ * NPS deferred — no source signal exists yet.
+ */
+@Injectable()
+export class PerformanceFactsProvider implements FactProvider {
+    name = 'performance';
+    private readonly logger = new Logger(PerformanceFactsProvider.name);
+
+    constructor(private readonly platform: PlatformGraphqlService) {}
+
+    /**
+     * @param entityData { agentId: string, agentName?: string }
+     */
+    async resolveFacts(entityData: { agentId: string; agentName?: string }): Promise<Record<string, FactValue>> {
+        const agentId = entityData.agentId;
+        const today = this.todayIst();
+
+        const session = await this.fetchTodaySession(agentId, today);
+        const callTotals = await this.fetchTodayCallTotals(agentId, today);
+
+        const idleMinutes = Math.round((session?.idleTimeS ?? 0) / 60);
+        const busyMinutes = Math.round((session?.busyTimeS ?? 0) / 60);
+        const conversionPercent = callTotals.total > 0
+            ? Math.round((callTotals.booked / callTotals.total) * 100)
+            : 0;
+
+        return {
+            'agent.id': agentId,
+            'agent.name': entityData.agentName ?? '',
+            'agent.idleMinutes': idleMinutes,
+            'agent.busyMinutes': busyMinutes,
+            'agent.totalCallsToday': callTotals.total,
+            'agent.bookedCallsToday': callTotals.booked,
+            'agent.conversionPercent': conversionPercent,
+        };
+    }
+
+    private todayIst(): string {
+        const ist = new Date(Date.now() + 5.5 * 60 * 60 * 1000);
+        return ist.toISOString().slice(0, 10);
+    }
+
+    private async fetchTodaySession(agentId: string, date: string): Promise<{ idleTimeS: number; busyTimeS: number } | null> {
+        try {
+            const data = await this.platform.query<any>(
+                `{ agentSessions(first: 1, filter: { agentId: { eq: "${agentId}" }, date: { eq: "${date}" } }) {
+                    edges { node { idleTimeS busyTimeS } }
+                } }`,
+            );
+            const node = data?.agentSessions?.edges?.[0]?.node;
+            if (!node) return null;
+            return { idleTimeS: node.idleTimeS ?? 0, busyTimeS: node.busyTimeS ?? 0 };
+        } catch (err) {
+            this.logger.warn(`[PERF-FACTS] Session fetch failed for agent=${agentId}: ${err}`);
+            return null;
+        }
+    }
+
+    private async fetchTodayCallTotals(agentId: string, date: string): Promise<{ total: number; booked: number }> {
+        const gte = `${date}T00:00:00+05:30`;
+        const lte = `${date}T23:59:59+05:30`;
+        try {
+            const data = await this.platform.query<any>(
+                `{ calls(first: 200, filter: {
+                    agentId: { eq: "${agentId}" },
+                    startedAt: { gte: "${gte}", lte: "${lte}" }
+                }) { edges { node { disposition } } } }`,
+            );
+            const edges = data?.calls?.edges ?? [];
+            const total = edges.length;
+            const booked = edges.filter((e: any) => e.node.disposition === 'APPOINTMENT_BOOKED').length;
+            return { total, booked };
+        } catch (err) {
+            this.logger.warn(`[PERF-FACTS] Call totals fetch failed for agent=${agentId}: ${err}`);
+            return { total: 0, booked: 0 };
+        }
+    }
+}

src/rules-engine/rules-engine.module.ts

@@ -1,14 +1,26 @@
 // src/rules-engine/rules-engine.module.ts
 
 import { Module } from '@nestjs/common';
+import { PlatformModule } from '../platform/platform.module';
 import { RulesEngineController } from './rules-engine.controller';
 import { RulesEngineService } from './rules-engine.service';
 import { RulesStorageService } from './rules-storage.service';
 import { WorklistConsumer } from './consumers/worklist.consumer';
+import { PerformanceConsumer } from './consumers/performance.consumer';
+import { EscalateActionHandler } from './actions/escalate.action';
+import { PerformanceFactsProvider } from './facts/performance-facts.provider';
 
 @Module({
+    imports: [PlatformModule],
     controllers: [RulesEngineController],
-    providers: [RulesEngineService, RulesStorageService, WorklistConsumer],
-    exports: [RulesEngineService, RulesStorageService, WorklistConsumer],
+    providers: [
+        RulesEngineService,
+        RulesStorageService,
+        WorklistConsumer,
+        PerformanceConsumer,
+        EscalateActionHandler,
+        PerformanceFactsProvider,
+    ],
+    exports: [RulesEngineService, RulesStorageService, WorklistConsumer, PerformanceConsumer],
 })
 export class RulesEngineModule {}

src/rules-engine/rules-engine.service.ts

@@ -20,11 +20,14 @@ export class RulesEngineService {
     private readonly agentFacts = new AgentFactsProvider();
     private readonly actionHandlers: Map<string, ActionHandler>;
 
-    constructor(private readonly storage: RulesStorageService) {
+    constructor(
+        private readonly storage: RulesStorageService,
+        private readonly escalateHandler: EscalateActionHandler,
+    ) {
         this.actionHandlers = new Map([
             ['score', new ScoreActionHandler()],
             ['assign', new AssignActionHandler()],
-            ['escalate', new EscalateActionHandler()],
+            ['escalate', this.escalateHandler],
         ]);
     }
 

src/rules-engine/templates/hospital-starter.json

@@ -84,6 +84,51 @@
             "trigger": { "type": "on_schedule", "interval": "5m" },
             "conditions": { "all": [{ "fact": "call.slaBreached", "operator": "equal", "value": true }, { "fact": "call.callbackStatus", "operator": "equal", "value": "PENDING_CALLBACK" }] },
             "action": { "type": "escalate", "params": { "channel": "notification", "recipients": "supervisor", "message": "SLA breached — no callback attempted", "severity": "critical" } }
+        },
+        {
+            "ruleType": "automation",
+            "name": "Excessive idle time",
+            "description": "Agent has been idle for more than the configured threshold today",
+            "enabled": true,
+            "priority": 2,
+            "trigger": { "type": "on_schedule", "interval": "5m" },
+            "conditions": { "all": [{ "fact": "agent.idleMinutes", "operator": "greaterThan", "value": 60 }] },
+            "action": {
+                "type": "escalate",
+                "params": {
+                    "channel": "notification",
+                    "recipients": "supervisor",
+                    "message": "Excessive Idle Time",
+                    "severity": "warning",
+                    "alertType": "EXCESSIVE_IDLE",
+                    "valueFact": "agent.idleMinutes"
+                }
+            }
+        },
+        {
+            "ruleType": "automation",
+            "name": "Low conversion rate",
+            "description": "Agent's conversion (booked/total) is below the workspace floor",
+            "enabled": true,
+            "priority": 3,
+            "trigger": { "type": "on_schedule", "interval": "5m" },
+            "conditions": {
+                "all": [
+                    { "fact": "agent.conversionPercent", "operator": "lessThan", "value": 15 },
+                    { "fact": "agent.totalCallsToday", "operator": "greaterThan", "value": 10 }
+                ]
+            },
+            "action": {
+                "type": "escalate",
+                "params": {
+                    "channel": "notification",
+                    "recipients": "supervisor",
+                    "message": "Low Conversion",
+                    "severity": "warning",
+                    "alertType": "LOW_CONVERSION",
+                    "valueFact": "agent.conversionPercent"
+                }
+            }
         }
     ]
 }

src/supervisor/performance-alerts.controller.ts

@@ -0,0 +1,91 @@
+import { Controller, Get, Post, Param, Logger } from '@nestjs/common';
+import { PlatformGraphqlService } from '../platform/platform-graphql.service';
+
+/**
+ * Read API for the supervisor notification bell. Returns active (non-
+ * dismissed) PerformanceAlert rows the rules engine has emitted.
+ *
+ * Frontend polls every 60s. Dismiss is per-alert.
+ */
+@Controller('api/supervisor/performance-alerts')
+export class PerformanceAlertsController {
+    private readonly logger = new Logger(PerformanceAlertsController.name);
+
+    constructor(private readonly platform: PlatformGraphqlService) {}
+
+    @Get()
+    async list() {
+        const data = await this.platform.query<any>(
+            `{ performanceAlerts(
+                first: 50,
+                filter: { dismissedAt: { is: NULL } },
+                orderBy: [{ firedAt: DescNullsLast }]
+            ) {
+                edges { node {
+                    id alertType severity message value ruleId firedAt
+                    agent { id name }
+                } }
+            } }`,
+        );
+        const edges = data?.performanceAlerts?.edges ?? [];
+        return {
+            alerts: edges.map((e: any) => {
+                const n = e.node;
+                return {
+                    id: n.id,
+                    agent: n.agent?.name ?? 'Unknown',
+                    agentId: n.agent?.id ?? null,
+                    type: this.toLabel(n.alertType),
+                    severity: (n.severity ?? 'WARNING').toLowerCase(),
+                    value: n.value ?? '',
+                    message: n.message,
+                    firedAt: n.firedAt,
+                    ruleId: n.ruleId,
+                };
+            }),
+        };
+    }
+
+    @Post(':id/dismiss')
+    async dismiss(@Param('id') id: string) {
+        try {
+            await this.platform.query<any>(
+                `mutation($id: UUID!, $data: PerformanceAlertUpdateInput!) { updatePerformanceAlert(id: $id, data: $data) { id } }`,
+                { id, data: { dismissedAt: new Date().toISOString() } },
+            );
+            return { status: 'ok' };
+        } catch (err: any) {
+            this.logger.warn(`[ALERTS] Dismiss failed for ${id}: ${err?.message ?? err}`);
+            return { status: 'error', message: String(err?.message ?? err) };
+        }
+    }
+
+    private toLabel(alertType: string | null | undefined): string {
+        switch (alertType) {
+            case 'EXCESSIVE_IDLE': return 'Excessive Idle Time';
+            case 'LOW_NPS': return 'Low NPS';
+            case 'LOW_CONVERSION': return 'Low Conversion';
+            default: return alertType ?? 'Alert';
+        }
+    }
+
+    @Post('dismiss-all')
+    async dismissAll() {
+        const now = new Date().toISOString();
+        const data = await this.platform.query<any>(
+            `{ performanceAlerts(first: 100, filter: { dismissedAt: { is: NULL } }) { edges { node { id } } } }`,
+        );
+        const ids = (data?.performanceAlerts?.edges ?? []).map((e: any) => e.node.id);
+        let dismissed = 0;
+        for (const id of ids) {
+            try {
+                await this.platform.query<any>(
+                    `mutation($id: UUID!, $data: PerformanceAlertUpdateInput!) { updatePerformanceAlert(id: $id, data: $data) { id } }`,
+                    { id, data: { dismissedAt: now } },
+                );
+                dismissed++;
+            } catch {}
+        }
+        return { status: 'ok', dismissed };
+    }
+}

src/supervisor/supervisor.module.ts

@@ -3,6 +3,7 @@ import { PlatformModule } from '../platform/platform.module';
 import { OzonetelAgentModule } from '../ozonetel/ozonetel-agent.module';
 import { SupervisorController } from './supervisor.controller';
 import { SupervisorBargeController } from './supervisor-barge.controller';
+import { PerformanceAlertsController } from './performance-alerts.controller';
 import { SupervisorService } from './supervisor.service';
 import { AgentHistoryService } from './agent-history.service';
 import { OzonetelAdminAuthService } from '../ozonetel/ozonetel-admin-auth.service';
@@ -12,7 +13,7 @@ import { OzonetelAdminAuthService } from '../ozonetel/ozonetel-admin-auth.servic
 // — it causes a circular dependency via AuthModule.
 @Module({
     imports: [PlatformModule, forwardRef(() => OzonetelAgentModule)],
-    controllers: [SupervisorController, SupervisorBargeController],
+    controllers: [SupervisorController, SupervisorBargeController, PerformanceAlertsController],
     providers: [SupervisorService, AgentHistoryService, OzonetelAdminAuthService],
     exports: [SupervisorService, AgentHistoryService, OzonetelAdminAuthService],
 })