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;
};

@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>();
    readonly agentStateSubject = new Subject<{ agentId: string; state: AgentOzonetelState; timestamp: string }>();

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

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

    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') {
            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}`);
        }
    }

    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 '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 Ozonetel time summary per agent
        const summaries = await Promise.all(
            agents.map(async (agent: any) => {
                if (!agent.ozonetelAgentId) return { ...agent, timeBreakdown: null };
                try {
                    const summary = await this.ozonetel.getAgentSummary(agent.ozonetelAgentId, date);
                    return { ...agent, timeBreakdown: summary };
                } catch (err) {
                    this.logger.warn(`Failed to get summary for ${agent.ozonetelAgentId}: ${err}`);
                    return { ...agent, timeBreakdown: null };
                }
            }),
        );

        return { date, agents: summaries };
    }
}