helix-engage-server/src/rules-engine/facts/call-facts.provider.ts

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

import type { FactProvider, FactValue } from '../types/fact.types';
import type { PriorityConfig } from '../types/rule.types';

export class CallFactsProvider implements FactProvider {
    name = 'call';

    async resolveFacts(call: any, priorityConfig?: PriorityConfig): Promise<Record<string, FactValue>> {
        const taskType = this.inferTaskType(call);
        const slaMinutes = priorityConfig?.taskWeights[taskType]?.slaMinutes ?? 1440;
        const createdAt = call.createdAt ? new Date(call.createdAt).getTime() : Date.now();
        const elapsedMinutes = Math.round((Date.now() - createdAt) / 60000);
        const slaElapsedPercent = Math.round((elapsedMinutes / slaMinutes) * 100);

        return {
            'call.direction': call.callDirection ?? call.direction ?? null,
            'call.status': call.callStatus ?? null,
            'call.disposition': call.disposition ?? null,
            'call.durationSeconds': call.durationSeconds ?? call.durationSec ?? 0,
            'call.callbackStatus': call.callbackStatus ?? call.callbackStatus ?? null,
            'call.slaElapsedPercent': slaElapsedPercent,
            'call.slaBreached': slaElapsedPercent > 100,
            'call.missedCount': call.missedCallCount ?? call.missedCount ?? 0,
            'call.taskType': taskType,
        };
    }

    private inferTaskType(call: any): string {
        if (call.callStatus === 'MISSED' || call.type === 'missed') return 'missed_call';
        if (call.followUpType === 'CALLBACK' || call.type === 'callback') return 'follow_up';
        if (call.type === 'follow-up') return 'follow_up';
        if (call.contactAttempts >= 3) return 'attempt_3';
        if (call.contactAttempts >= 2) return 'attempt_2';
        if (call.campaignId || call.type === 'lead') return 'campaign_lead';
        return 'campaign_lead';
    }
}

// Exported scoring functions — used by both sidecar and frontend (via scoring.ts)
export function computeSlaMultiplier(slaElapsedPercent: number): number {
    const elapsed = slaElapsedPercent / 100;
    if (elapsed > 1) return 1.0 + (elapsed - 1) * 0.5;
    return Math.pow(elapsed, 1.6);
}

export function computeSlaStatus(slaElapsedPercent: number): 'low' | 'medium' | 'high' | 'critical' {
    if (slaElapsedPercent > 100) return 'critical';
    if (slaElapsedPercent >= 80) return 'high';
    if (slaElapsedPercent >= 50) return 'medium';
    return 'low';
}