{
    "priorityConfig": {
        "taskWeights": {
            "missed_call": { "weight": 9, "slaMinutes": 720, "enabled": true },
            "follow_up": { "weight": 8, "slaMinutes": 1440, "enabled": true },
            "campaign_lead": { "weight": 7, "slaMinutes": 2880, "enabled": true },
            "attempt_2": { "weight": 6, "slaMinutes": 1440, "enabled": true },
            "attempt_3": { "weight": 4, "slaMinutes": 2880, "enabled": true }
        },
        "campaignWeights": {},
        "sourceWeights": {
            "WHATSAPP": 9, "PHONE": 8, "FACEBOOK_AD": 7, "GOOGLE_AD": 7,
            "INSTAGRAM": 5, "WEBSITE": 7, "REFERRAL": 6, "WALK_IN": 5, "OTHER": 5
        }
    },
    "rules": [
        {
            "ruleType": "priority",
            "name": "Missed calls — high urgency",
            "description": "Missed calls get highest priority with SLA-based urgency",
            "enabled": true,
            "priority": 1,
            "trigger": { "type": "on_request", "request": "worklist" },
            "conditions": { "all": [{ "fact": "call.taskType", "operator": "equal", "value": "missed_call" }] },
            "action": { "type": "score", "params": { "weight": 9, "slaMultiplier": true } }
        },
        {
            "ruleType": "priority",
            "name": "Scheduled follow-ups",
            "description": "Committed callbacks from prior calls",
            "enabled": true,
            "priority": 2,
            "trigger": { "type": "on_request", "request": "worklist" },
            "conditions": { "all": [{ "fact": "call.taskType", "operator": "equal", "value": "follow_up" }] },
            "action": { "type": "score", "params": { "weight": 8, "slaMultiplier": true } }
        },
        {
            "ruleType": "priority",
            "name": "Campaign leads — weighted",
            "description": "Outbound campaign calls, weighted by campaign importance",
            "enabled": true,
            "priority": 3,
            "trigger": { "type": "on_request", "request": "worklist" },
            "conditions": { "all": [{ "fact": "call.taskType", "operator": "equal", "value": "campaign_lead" }] },
            "action": { "type": "score", "params": { "weight": 7, "slaMultiplier": true, "campaignMultiplier": true } }
        },
        {
            "ruleType": "priority",
            "name": "2nd attempt — medium urgency",
            "description": "First call went unanswered, try again",
            "enabled": true,
            "priority": 4,
            "trigger": { "type": "on_request", "request": "worklist" },
            "conditions": { "all": [{ "fact": "call.taskType", "operator": "equal", "value": "attempt_2" }] },
            "action": { "type": "score", "params": { "weight": 6, "slaMultiplier": true } }
        },
        {
            "ruleType": "priority",
            "name": "3rd attempt — lower urgency",
            "description": "Two prior unanswered attempts",
            "enabled": true,
            "priority": 5,
            "trigger": { "type": "on_request", "request": "worklist" },
            "conditions": { "all": [{ "fact": "call.taskType", "operator": "equal", "value": "attempt_3" }] },
            "action": { "type": "score", "params": { "weight": 4, "slaMultiplier": true } }
        },
        {
            "ruleType": "priority",
            "name": "Spam leads — deprioritize",
            "description": "High spam score leads get pushed down",
            "enabled": true,
            "priority": 10,
            "trigger": { "type": "on_request", "request": "worklist" },
            "conditions": { "all": [{ "fact": "lead.spamScore", "operator": "greaterThan", "value": 60 }] },
            "action": { "type": "score", "params": { "weight": -3 } }
        },
        {
            "ruleType": "automation",
            "name": "SLA breach — escalate to supervisor",
            "description": "Alert supervisor when callback SLA is breached",
            "enabled": true,
            "priority": 1,
            "status": "draft",
            "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"
                }
            }
        }
    ]
}