helix-engage-server/src/supervisor/supervisor.service.ts

import { Injectable, Logger, OnModuleInit } from '@nestjs/common';
import { ConfigService } from '@nestjs/config';
import { Subject } from 'rxjs';
import { PlatformGraphqlService } from '../platform/platform-graphql.service';
import { OzonetelAgentService } from '../ozonetel/ozonetel-agent.service';

type ActiveCall = {
    ucid: string;
    agentId: string;
    callerNumber: string;
    callType: string;
    startTime: string;
    status: 'active' | 'on-hold';
};

export type AgentOzonetelState = 'ready' | 'break' | 'training' | 'calling' | 'in-call' | 'acw' | 'offline';

type AgentStateEntry = {
    state: AgentOzonetelState;
    timestamp: string;
};

// ACW auto-dispose: if an agent has been in ACW for longer than this
// without the frontend calling /api/ozonetel/dispose, the server
// auto-disposes with a default disposition + autoRelease. This is the
// Layer 3 safety net — covers browser crash, tab close, page refresh
// where sendBeacon didn't fire, or any other frontend failure.
const ACW_TIMEOUT_MS = 30_000; // 30 seconds
const ACW_DEFAULT_DISPOSITION = 'General Enquiry';

@Injectable()
export class SupervisorService implements OnModuleInit {
    private readonly logger = new Logger(SupervisorService.name);
    private readonly activeCalls = new Map<string, ActiveCall>();
    private readonly agentStates = new Map<string, AgentStateEntry>();
    private readonly acwTimers = new Map<string, NodeJS.Timeout>();
    readonly agentStateSubject = new Subject<{ agentId: string; state: AgentOzonetelState | string; timestamp: string }>();

    // Barge session tracking — key is agentId
    private readonly bargeSessions = new Map<string, {
        supervisorId: string;
        agentId: string;
        sipNumber: string;
        mode: 'listen' | 'whisper' | 'barge';
        startedAt: string;
    }>();

    constructor(
        private platform: PlatformGraphqlService,
        private ozonetel: OzonetelAgentService,
        private config: ConfigService,
    ) {}

    async onModuleInit() {
        this.logger.log('Supervisor service initialized');
    }

    // Called by the dispose endpoint to cancel the ACW timer
    // (agent submitted disposition before the timeout)
    cancelAcwTimer(agentId: string) {
        const timer = this.acwTimers.get(agentId);
        if (timer) {
            clearTimeout(timer);
            this.acwTimers.delete(agentId);
            this.logger.log(`[ACW-TIMER] Cancelled for ${agentId} (disposition received)`);
        }
    }

    handleCallEvent(event: any) {
        const action = event.action;
        const ucid = event.ucid ?? event.monitorUCID;
        const agentId = event.agent_id ?? event.agentID;
        const callerNumber = event.caller_id ?? event.callerID;
        const callType = event.call_type ?? event.Type;
        const eventTime = event.event_time ?? event.eventTime ?? new Date().toISOString();

        if (!ucid) return;

        if (action === 'Answered' || action === 'Calling') {
            // Don't show calls for offline agents (ghost calls)
            const agentState = this.agentStates.get(agentId);
            if (agentState?.state === 'offline') {
                this.logger.warn(`Ignoring call event for offline agent ${agentId} (${ucid})`);
                return;
            }
            this.activeCalls.set(ucid, {
                ucid, agentId, callerNumber,
                callType, startTime: eventTime, status: 'active',
            });
            this.logger.log(`Active call: ${agentId} ↔ ${callerNumber} (${ucid})`);
        } else if (action === 'Disconnect') {
            this.activeCalls.delete(ucid);
            this.logger.log(`Call ended: ${ucid}`);
        }
    }

    handleAgentEvent(event: any) {
        const agentId = event.agentId ?? event.agent_id ?? 'unknown';
        const action = event.action ?? 'unknown';
        const eventData = event.eventData ?? '';
        const eventTime = event.event_time ?? event.eventTime ?? new Date().toISOString();
        this.logger.log(`[AGENT-STATE] ${agentId} → ${action}${eventData ? ` (${eventData})` : ''} at ${eventTime}`);

        const mapped = this.mapOzonetelAction(action, eventData);
        if (mapped) {
            this.agentStates.set(agentId, { state: mapped, timestamp: eventTime });
            this.agentStateSubject.next({ agentId, state: mapped, timestamp: eventTime });
            this.logger.log(`[AGENT-STATE] Emitted: ${agentId} → ${mapped}`);

            // Layer 3: ACW auto-dispose safety net
            if (mapped === 'acw') {
                // Find the most recent UCID for this agent
                const lastCall = Array.from(this.activeCalls.values())
                    .filter(c => c.agentId === agentId)
                    .pop();
                const ucid = lastCall?.ucid;

                this.cancelAcwTimer(agentId); // clear any existing timer
                const timer = setTimeout(async () => {
                    // Check if agent is STILL in ACW (they might have disposed by now)
                    const current = this.agentStates.get(agentId);
                    if (current?.state !== 'acw') {
                        this.logger.log(`[ACW-TIMER] ${agentId} no longer in ACW — skipping auto-dispose`);
                        return;
                    }
                    this.logger.warn(`[ACW-TIMER] ${agentId} stuck in ACW for ${ACW_TIMEOUT_MS / 1000}s — auto-disposing${ucid ? ` (UCID ${ucid})` : ''}`);
                    try {
                        if (ucid) {
                            await this.ozonetel.setDisposition({ agentId, ucid, disposition: ACW_DEFAULT_DISPOSITION });
                        } else {
                            await this.ozonetel.changeAgentState({ agentId, state: 'Ready' });
                        }
                        this.logger.log(`[ACW-TIMER] Auto-dispose successful for ${agentId}`);
                    } catch (err: any) {
                        this.logger.error(`[ACW-TIMER] Auto-dispose failed for ${agentId}: ${err.message}`);
                        // Last resort: try force-ready
                        try {
                            await this.ozonetel.changeAgentState({ agentId, state: 'Ready' });
                        } catch {}
                    }
                    this.acwTimers.delete(agentId);
                }, ACW_TIMEOUT_MS);
                this.acwTimers.set(agentId, timer);
                this.logger.log(`[ACW-TIMER] Started ${ACW_TIMEOUT_MS / 1000}s timer for ${agentId}`);
            } else if (mapped === 'ready' || mapped === 'offline') {
                // Agent left ACW normally — cancel the timer
                this.cancelAcwTimer(agentId);
            }
        }
    }

    private mapOzonetelAction(action: string, eventData: string): AgentOzonetelState | null {
        switch (action) {
            case 'release': return 'ready';
            case 'IDLE': return 'ready'; // agent available after unanswered/canceled call
            case 'calling': return 'calling';
            case 'incall': return 'in-call';
            case 'ACW': return 'acw';
            case 'logout': return 'offline';
            case 'pause': // Ozonetel sends 'pause' via webhook when agent is paused
            case 'AUX':
                // "changeMode" is the brief AUX during login — not a real pause
                if (eventData === 'changeMode') return null;
                if (eventData?.toLowerCase().includes('training')) return 'training';
                return 'break';
            case 'login': return null; // wait for release
            default: return null;
        }
    }

    getAgentState(agentId: string): AgentStateEntry | null {
        return this.agentStates.get(agentId) ?? null;
    }

    emitForceLogout(agentId: string) {
        this.logger.log(`[AGENT-STATE] Emitting force-logout for ${agentId}`);
        this.agentStates.set(agentId, { state: 'offline', timestamp: new Date().toISOString() });
        // Use a special state so frontend can distinguish admin force-logout from normal Ozonetel logout
        this.agentStateSubject.next({ agentId, state: 'force-logout' as any, timestamp: new Date().toISOString() });
    }

    getActiveCalls(): ActiveCall[] {
        return Array.from(this.activeCalls.values());
    }

    async getTeamPerformance(date: string): Promise<any> {
        // Get all agents from platform. Field names are label-derived
        // camelCase on the current platform schema — see
        // agent-config.service.ts for the canonical explanation of the
        // legacy lowercase names that used to exist on staging.
        const agentData = await this.platform.query<any>(
            `{ agents(first: 20) { edges { node {
                id name ozonetelAgentId npsScore
                maxIdleMinutes minNpsThreshold minConversion
            } } } }`,
        );
        const agents = agentData?.agents?.edges?.map((e: any) => e.node) ?? [];

        // Fetch CDR for the entire account for this date (one call, not per-agent)
        let allCdr: any[] = [];
        try {
            allCdr = await this.ozonetel.fetchCDR({ date });
        } catch (err) {
            this.logger.warn(`Failed to fetch CDR for ${date}: ${err}`);
        }

        // Fetch Ozonetel time summary per agent + compute call metrics from CDR
        const summaries = await Promise.all(
            agents.map(async (agent: any) => {
                if (!agent.ozonetelAgentId) return { ...agent, timeBreakdown: null, calls: null };
                try {
                    const summary = await this.ozonetel.getAgentSummary(agent.ozonetelAgentId, date);

                    // Filter CDR to this agent
                    const agentCdr = allCdr.filter(
                        (c: any) => c.AgentID === agent.ozonetelAgentId || c.AgentName === agent.ozonetelAgentId,
                    );
                    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;

                    return {
                        ...agent,
                        timeBreakdown: summary,
                        calls: { total: totalCalls, inbound, outbound, answered, missed },
                    };
                } catch (err) {
                    this.logger.warn(`Failed to get summary for ${agent.ozonetelAgentId}: ${err}`);
                    return { ...agent, timeBreakdown: null, calls: null };
                }
            }),
        );

        // Aggregate team totals
        const teamTotals = {
            totalCalls: summaries.reduce((sum, a) => sum + (a.calls?.total ?? 0), 0),
            inbound: summaries.reduce((sum, a) => sum + (a.calls?.inbound ?? 0), 0),
            outbound: summaries.reduce((sum, a) => sum + (a.calls?.outbound ?? 0), 0),
            answered: summaries.reduce((sum, a) => sum + (a.calls?.answered ?? 0), 0),
            missed: summaries.reduce((sum, a) => sum + (a.calls?.missed ?? 0), 0),
        };

        return { date, agents: summaries, teamTotals };
    }

    // --- Barge session management ---

    getBargeSession(agentId: string) {
        return this.bargeSessions.get(agentId) ?? null;
    }

    startBargeSession(session: { supervisorId: string; agentId: string; sipNumber: string; mode: 'listen' | 'whisper' | 'barge'; startedAt: string }) {
        this.bargeSessions.set(session.agentId, session);
        this.logger.log(`[BARGE] Started: ${session.supervisorId} → ${session.agentId} (${session.mode})`);
    }

    updateBargeMode(agentId: string, mode: 'listen' | 'whisper' | 'barge') {
        const session = this.bargeSessions.get(agentId);
        if (!session) return;

        const previousMode = session.mode;
        session.mode = mode;

        // Emit SSE to agent — whisper/barge show indicator, listen is silent
        if (mode === 'whisper' || mode === 'barge') {
            this.agentStateSubject.next({ agentId, state: `supervisor-${mode}`, timestamp: new Date().toISOString() });
        } else if (previousMode !== 'listen') {
            // Switching back to listen from whisper/barge
            this.agentStateSubject.next({ agentId, state: 'supervisor-left', timestamp: new Date().toISOString() });
        }

        this.logger.log(`[BARGE] Mode: ${agentId} → ${mode}`);
    }

    endBargeSession(agentId: string) {
        const session = this.bargeSessions.get(agentId);
        if (!session) return;

        this.bargeSessions.delete(agentId);
        this.agentStateSubject.next({ agentId, state: 'supervisor-left', timestamp: new Date().toISOString() });
        this.logger.log(`[BARGE] Ended: ${session.supervisorId} → ${agentId}`);
    }
}