@escalated-dev/escalated 0.6.0 → 0.7.1

package/src/pages/Admin/Reports/ResponseTimes.vue

@@ -0,0 +1,164 @@
+<script setup>
+import EscalatedLayout from '../../../components/EscalatedLayout.vue';
+import KpiCard from '../../../components/KpiCard.vue';
+import ReportChart from '../../../components/ReportChart.vue';
+import PeriodSelector from '../../../components/PeriodSelector.vue';
+import ReportExportButton from '../../../components/ReportExportButton.vue';
+import { router, Link } from '@inertiajs/vue3';
+import { ref, computed } from 'vue';
+
+const props = defineProps({
+    period_days: { type: Number, default: 30 },
+    avg_frt: { type: Number, default: 0 },
+    median_frt: { type: Number, default: 0 },
+    p90_frt: { type: Number, default: 0 },
+    pct_under_target: { type: Number, default: 0 },
+    distribution: { type: Array, default: () => [] },
+    trend: { type: Array, default: () => [] },
+    by_agent: { type: Array, default: () => [] },
+    by_department: { type: Array, default: () => [] },
+    by_priority: { type: Array, default: () => [] },
+    target_hours: { type: Number, default: 4 },
+});
+
+const periodDays = ref(props.period_days);
+const sortColumn = ref('avg');
+const sortDir = ref('asc');
+
+function changePeriod(days) {
+    periodDays.value = days;
+    router.get(route('escalated.admin.reports.response-times'), { days }, { preserveState: true });
+}
+
+function frtColor(value) {
+    if (value <= props.target_hours * 0.5) return 'text-emerald-400';
+    if (value <= props.target_hours) return 'text-amber-400';
+    return 'text-red-400';
+}
+
+const sortedAgents = computed(() => {
+    const agents = [...(props.by_agent || [])];
+    agents.sort((a, b) => {
+        const aVal = a[sortColumn.value] ?? 0;
+        const bVal = b[sortColumn.value] ?? 0;
+        return sortDir.value === 'asc' ? aVal - bVal : bVal - aVal;
+    });
+    return agents;
+});
+
+function toggleSort(col) {
+    if (sortColumn.value === col) {
+        sortDir.value = sortDir.value === 'asc' ? 'desc' : 'asc';
+    } else {
+        sortColumn.value = col;
+        sortDir.value = 'asc';
+    }
+}
+</script>
+
+<template>
+    <EscalatedLayout title="First Response Time Analysis">
+        <div class="mb-6 flex items-center justify-between">
+            <PeriodSelector :model-value="periodDays" @update:model-value="changePeriod" />
+            <div class="flex items-center gap-3">
+                <ReportExportButton report-name="response-times" :period-days="periodDays" />
+                <Link
+                    :href="route('escalated.admin.reports')"
+                    class="text-sm text-[var(--esc-panel-text-muted)] hover:text-[var(--esc-panel-text-secondary)]"
+                >
+                    &larr; Back
+                </Link>
+            </div>
+        </div>
+
+        <!-- KPI Cards -->
+        <div class="mb-6 grid grid-cols-2 gap-4 md:grid-cols-4">
+            <KpiCard
+                label="Average FRT"
+                :value="`${avg_frt}h`"
+                :icon="'M12 6v6h4.5m4.5 0a9 9 0 11-18 0 9 9 0 0118 0z'"
+            />
+            <KpiCard
+                label="Median FRT"
+                :value="`${median_frt}h`"
+                :icon="'M3.75 3v11.25A2.25 2.25 0 006 16.5h2.25M3.75 3h-1.5m1.5 0h16.5m0 0h1.5m-1.5 0v11.25A2.25 2.25 0 0118 16.5h-2.25m-7.5 0h7.5m-7.5 0l-1 3m8.5-3l1 3m0 0l.5 1.5m-.5-1.5h-9.5m0 0l-.5 1.5'"
+            />
+            <KpiCard
+                label="P90 FRT"
+                :value="`${p90_frt}h`"
+                :icon="'M3 13.125C3 12.504 3.504 12 4.125 12h2.25c.621 0 1.125.504 1.125 1.125v6.75C7.5 20.496 6.996 21 6.375 21h-2.25A1.125 1.125 0 013 19.875v-6.75z'"
+            />
+            <KpiCard
+                label="Under Target"
+                :value="`${pct_under_target}%`"
+                :icon="'M9 12.75L11.25 15 15 9.75M21 12a9 9 0 11-18 0 9 9 0 0118 0z'"
+            />
+        </div>
+
+        <!-- Charts -->
+        <div class="mb-6 grid grid-cols-1 gap-6 lg:grid-cols-2">
+            <ReportChart
+                type="histogram"
+                title="FRT Distribution"
+                :data="distribution"
+                :colors="['#06b6d4']"
+                x-label="Response Time Buckets"
+            />
+            <ReportChart type="line" title="Average FRT Trend" :data="trend" :colors="['#8b5cf6']" />
+            <ReportChart type="bar" title="FRT by Department" :data="by_department" :colors="['#f59e0b']" />
+            <ReportChart type="bar" title="FRT by Priority" :data="by_priority" :colors="['#10b981']" />
+        </div>
+
+        <!-- Agent Table -->
+        <div class="overflow-hidden rounded-xl border border-[var(--esc-panel-border)]">
+            <div class="border-b border-[var(--esc-panel-border)] bg-[var(--esc-panel-hover)] px-4 py-3">
+                <h3 class="text-sm font-semibold text-[var(--esc-panel-text-secondary)]">FRT by Agent</h3>
+            </div>
+            <table class="w-full">
+                <thead>
+                    <tr class="border-b border-[var(--esc-panel-border)]">
+                        <th
+                            class="px-4 py-3 text-left text-xs font-medium uppercase tracking-wider text-[var(--esc-panel-text-muted)]"
+                        >
+                            Agent
+                        </th>
+                        <th
+                            v-for="col in [
+                                { key: 'avg', label: 'Avg' },
+                                { key: 'median', label: 'Median' },
+                                { key: 'p90', label: 'P90' },
+                            ]"
+                            :key="col.key"
+                            class="cursor-pointer px-4 py-3 text-left text-xs font-medium uppercase tracking-wider text-[var(--esc-panel-text-muted)] hover:text-[var(--esc-panel-text-secondary)]"
+                            @click="toggleSort(col.key)"
+                        >
+                            {{ col.label }}
+                            <span v-if="sortColumn === col.key">{{ sortDir === 'asc' ? ' &#9650;' : ' &#9660;' }}</span>
+                        </th>
+                    </tr>
+                </thead>
+                <tbody class="divide-y divide-[var(--esc-panel-border)]">
+                    <tr v-for="agent in sortedAgents" :key="agent.agent_id" class="hover:bg-[var(--esc-panel-hover)]">
+                        <td class="px-4 py-3 text-sm font-medium text-[var(--esc-panel-text-secondary)]">
+                            {{ agent.agent_name }}
+                        </td>
+                        <td class="px-4 py-3 text-sm font-medium" :class="frtColor(agent.avg)">
+                            {{ agent.avg ?? '—' }}h
+                        </td>
+                        <td class="px-4 py-3 text-sm font-medium" :class="frtColor(agent.median)">
+                            {{ agent.median ?? '—' }}h
+                        </td>
+                        <td class="px-4 py-3 text-sm font-medium" :class="frtColor(agent.p90)">
+                            {{ agent.p90 ?? '—' }}h
+                        </td>
+                    </tr>
+                    <tr v-if="!sortedAgents.length">
+                        <td colspan="4" class="px-4 py-8 text-center text-sm text-[var(--esc-panel-text-muted)]">
+                            No agent data for this period.
+                        </td>
+                    </tr>
+                </tbody>
+            </table>
+        </div>
+    </EscalatedLayout>
+</template>

package/src/pages/Admin/Reports/SlaReport.vue

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+<script setup>
+import EscalatedLayout from '../../../components/EscalatedLayout.vue';
+import KpiCard from '../../../components/KpiCard.vue';
+import SlaComplianceChart from '../../../components/SlaComplianceChart.vue';
+import { router, Link } from '@inertiajs/vue3';
+import { computed } from 'vue';
+
+const props = defineProps({
+    period_days: Number,
+    compliance_rate: Number,
+    compliance_by_policy: Array,
+    breaches: Array,
+});
+
+function changePeriod(days) {
+    router.get(route('escalated.admin.reports.sla'), { days }, { preserveState: true });
+}
+
+const totalTickets = computed(() => {
+    return props.compliance_by_policy?.reduce((sum, p) => sum + p.total, 0) || 0;
+});
+
+const firstResponseBreaches = computed(() => {
+    return props.breaches?.filter((b) => b.sla_first_response_breached).length || 0;
+});
+
+const resolutionBreaches = computed(() => {
+    return props.breaches?.filter((b) => b.sla_resolution_breached).length || 0;
+});
+</script>
+
+<template>
+    <EscalatedLayout title="SLA Achievement Report">
+        <div class="mb-6 flex items-center justify-between">
+            <div class="flex gap-2">
+                <button
+                    v-for="d in [7, 30, 90]"
+                    :key="d"
+                    :class="[
+                        'rounded-lg px-3.5 py-1.5 text-sm font-medium transition-all',
+                        period_days === d
+                            ? 'bg-gradient-to-r from-[var(--esc-panel-accent)] to-[var(--esc-panel-accent-secondary)] text-white shadow-lg shadow-[var(--esc-panel-bg)]/20'
+                            : 'border border-[var(--esc-panel-border-input)] bg-[var(--esc-panel-hover)] text-[var(--esc-panel-text-tertiary)] hover:bg-[var(--esc-panel-hover)] hover:text-[var(--esc-panel-text-secondary)]',
+                    ]"
+                    @click="changePeriod(d)"
+                >
+                    Last {{ d }} days
+                </button>
+            </div>
+            <Link
+                :href="route('escalated.admin.reports')"
+                class="text-sm text-[var(--esc-panel-text-muted)] hover:text-[var(--esc-panel-text-secondary)]"
+            >
+                &larr; Back to Reports
+            </Link>
+        </div>
+
+        <!-- Summary KPIs -->
+        <div class="mb-6 grid grid-cols-2 gap-4 md:grid-cols-4">
+            <KpiCard
+                label="Total SLA Tickets"
+                :value="totalTickets"
+                :icon="'M16.5 6v.75m0 3v.75m0 3v.75m0 3V18m-9-5.25h5.25M7.5 15h3M3.375 5.25c-.621 0-1.125.504-1.125 1.125v3.026a2.999 2.999 0 010 5.198v3.026c0 .621.504 1.125 1.125 1.125h17.25c.621 0 1.125-.504 1.125-1.125v-3.026a2.999 2.999 0 010-5.198V6.375c0-.621-.504-1.125-1.125-1.125H3.375z'"
+            />
+            <KpiCard
+                label="Compliance Rate"
+                :value="`${compliance_rate}%`"
+                :icon="'M9 12.75L11.25 15 15 9.75m-3-7.036A11.959 11.959 0 013.598 6 11.99 11.99 0 003 9.749c0 5.592 3.824 10.29 9 11.623 5.176-1.332 9-6.03 9-11.622 0-1.31-.21-2.571-.598-3.751h-.152c-3.196 0-6.1-1.248-8.25-3.285z'"
+            />
+            <KpiCard
+                label="First Response Breaches"
+                :value="firstResponseBreaches"
+                :icon="'M12 6v6h4.5m4.5 0a9 9 0 11-18 0 9 9 0 0118 0z'"
+            />
+            <KpiCard
+                label="Resolution Breaches"
+                :value="resolutionBreaches"
+                :icon="'M12 9v3.75m-9.303 3.376c-.866 1.5.217 3.374 1.948 3.374h14.71c1.73 0 2.813-1.874 1.948-3.374L13.949 3.378c-.866-1.5-3.032-1.5-3.898 0L2.697 16.126zM12 15.75h.007v.008H12v-.008z'"
+            />
+        </div>
+
+        <!-- Compliance by Policy -->
+        <div class="mb-8">
+            <SlaComplianceChart :data="compliance_by_policy" />
+        </div>
+
+        <!-- Breach Details Table -->
+        <div class="overflow-hidden rounded-xl border border-[var(--esc-panel-border)]">
+            <div class="border-b border-[var(--esc-panel-border)] bg-[var(--esc-panel-hover)] px-4 py-3">
+                <h3 class="text-sm font-semibold text-[var(--esc-panel-text-secondary)]">Breach Details</h3>
+            </div>
+            <table class="w-full">
+                <thead>
+                    <tr class="border-b border-[var(--esc-panel-border)]">
+                        <th
+                            class="px-4 py-3 text-left text-xs font-medium uppercase tracking-wider text-[var(--esc-panel-text-muted)]"
+                        >
+                            Ticket
+                        </th>
+                        <th
+                            class="px-4 py-3 text-left text-xs font-medium uppercase tracking-wider text-[var(--esc-panel-text-muted)]"
+                        >
+                            Subject
+                        </th>
+                        <th
+                            class="px-4 py-3 text-left text-xs font-medium uppercase tracking-wider text-[var(--esc-panel-text-muted)]"
+                        >
+                            SLA Policy
+                        </th>
+                        <th
+                            class="px-4 py-3 text-left text-xs font-medium uppercase tracking-wider text-[var(--esc-panel-text-muted)]"
+                        >
+                            Breach Type
+                        </th>
+                        <th
+                            class="px-4 py-3 text-left text-xs font-medium uppercase tracking-wider text-[var(--esc-panel-text-muted)]"
+                        >
+                            Created
+                        </th>
+                    </tr>
+                </thead>
+                <tbody class="divide-y divide-[var(--esc-panel-border)]">
+                    <tr v-for="ticket in breaches" :key="ticket.id" class="hover:bg-[var(--esc-panel-hover)]">
+                        <td class="px-4 py-3 text-sm font-mono text-[var(--esc-panel-accent)]">
+                            {{ ticket.reference }}
+                        </td>
+                        <td class="max-w-xs truncate px-4 py-3 text-sm text-[var(--esc-panel-text-secondary)]">
+                            {{ ticket.subject }}
+                        </td>
+                        <td class="px-4 py-3 text-sm text-[var(--esc-panel-text-tertiary)]">
+                            {{ ticket.sla_policy?.name || '—' }}
+                        </td>
+                        <td class="px-4 py-3">
+                            <div class="flex gap-1.5">
+                                <span
+                                    v-if="ticket.sla_first_response_breached"
+                                    class="inline-flex rounded-full border border-red-500/20 bg-red-500/10 px-2 py-0.5 text-xs font-medium text-red-400"
+                                >
+                                    Response
+                                </span>
+                                <span
+                                    v-if="ticket.sla_resolution_breached"
+                                    class="inline-flex rounded-full border border-red-500/20 bg-red-500/10 px-2 py-0.5 text-xs font-medium text-red-400"
+                                >
+                                    Resolution
+                                </span>
+                            </div>
+                        </td>
+                        <td class="px-4 py-3 text-sm text-[var(--esc-panel-text-muted)]">
+                            {{ ticket.created_at ? new Date(ticket.created_at).toLocaleDateString() : '—' }}
+                        </td>
+                    </tr>
+                    <tr v-if="!breaches?.length">
+                        <td colspan="5" class="px-4 py-8 text-center text-sm text-[var(--esc-panel-text-muted)]">
+                            No SLA breaches in this period.
+                        </td>
+                    </tr>
+                </tbody>
+            </table>
+        </div>
+    </EscalatedLayout>
+</template>

package/src/pages/Admin/Reports/SlaTrends.vue

@@ -0,0 +1,183 @@
+<script setup>
+import EscalatedLayout from '../../../components/EscalatedLayout.vue';
+import KpiCard from '../../../components/KpiCard.vue';
+import ReportChart from '../../../components/ReportChart.vue';
+import PeriodSelector from '../../../components/PeriodSelector.vue';
+import ReportExportButton from '../../../components/ReportExportButton.vue';
+import { router, Link } from '@inertiajs/vue3';
+import { ref, computed } from 'vue';
+
+const props = defineProps({
+    period_days: { type: Number, default: 30 },
+    breach_trend: { type: Array, default: () => [] },
+    breach_by_type_trend: { type: Array, default: () => [] },
+    breach_by_department: { type: Array, default: () => [] },
+    breach_by_priority: { type: Array, default: () => [] },
+    at_risk_tickets: { type: Array, default: () => [] },
+    total_breaches: { type: Number, default: 0 },
+    breach_rate: { type: Number, default: 0 },
+    first_response_breaches: { type: Number, default: 0 },
+    resolution_breaches: { type: Number, default: 0 },
+});
+
+const periodDays = ref(props.period_days);
+
+function changePeriod(days) {
+    periodDays.value = days;
+    router.get(route('escalated.admin.reports.sla-trends'), { days }, { preserveState: true });
+}
+
+const riskCategories = computed(() => {
+    const tickets = props.at_risk_tickets || [];
+    return {
+        critical: tickets.filter((t) => t.hours_remaining <= 1),
+        warning: tickets.filter((t) => t.hours_remaining > 1 && t.hours_remaining <= 4),
+        watch: tickets.filter((t) => t.hours_remaining > 4 && t.hours_remaining <= 8),
+    };
+});
+</script>
+
+<template>
+    <EscalatedLayout title="SLA Breach Trends">
+        <div class="mb-6 flex items-center justify-between">
+            <PeriodSelector :model-value="periodDays" @update:model-value="changePeriod" />
+            <div class="flex items-center gap-3">
+                <ReportExportButton report-name="sla-trends" :period-days="periodDays" />
+                <Link
+                    :href="route('escalated.admin.reports')"
+                    class="text-sm text-[var(--esc-panel-text-muted)] hover:text-[var(--esc-panel-text-secondary)]"
+                >
+                    &larr; Back
+                </Link>
+            </div>
+        </div>
+
+        <!-- KPI Cards -->
+        <div class="mb-6 grid grid-cols-2 gap-4 md:grid-cols-4">
+            <KpiCard
+                label="Total Breaches"
+                :value="total_breaches"
+                :icon="'M12 9v3.75m-9.303 3.376c-.866 1.5.217 3.374 1.948 3.374h14.71c1.73 0 2.813-1.874 1.948-3.374L13.949 3.378c-.866-1.5-3.032-1.5-3.898 0L2.697 16.126zM12 15.75h.007v.008H12v-.008z'"
+            />
+            <KpiCard
+                label="Breach Rate"
+                :value="`${breach_rate}%`"
+                :icon="'M3 13.125C3 12.504 3.504 12 4.125 12h2.25c.621 0 1.125.504 1.125 1.125v6.75C7.5 20.496 6.996 21 6.375 21h-2.25A1.125 1.125 0 013 19.875v-6.75z'"
+            />
+            <KpiCard
+                label="FRT Breaches"
+                :value="first_response_breaches"
+                :icon="'M12 6v6h4.5m4.5 0a9 9 0 11-18 0 9 9 0 0118 0z'"
+            />
+            <KpiCard
+                label="Resolution Breaches"
+                :value="resolution_breaches"
+                :icon="'M9 12.75L11.25 15 15 9.75M21 12a9 9 0 11-18 0 9 9 0 0118 0z'"
+            />
+        </div>
+
+        <!-- Charts -->
+        <div class="mb-6 grid grid-cols-1 gap-6 lg:grid-cols-2">
+            <ReportChart type="line" title="Breach Count Over Time" :data="breach_trend" :colors="['#ef4444']" />
+            <ReportChart
+                type="stacked-bar"
+                title="First Response vs Resolution Breaches"
+                :data="breach_by_type_trend"
+                :colors="['#f59e0b', '#ef4444']"
+            />
+            <ReportChart
+                type="bar"
+                title="Breach Rate by Department"
+                :data="breach_by_department"
+                :colors="['#8b5cf6']"
+            />
+            <ReportChart type="bar" title="Breach Rate by Priority" :data="breach_by_priority" :colors="['#06b6d4']" />
+        </div>
+
+        <!-- At Risk Panel -->
+        <div class="rounded-xl border border-[var(--esc-panel-border)] bg-[var(--esc-panel-surface)] p-5">
+            <h3 class="mb-4 text-sm font-semibold text-[var(--esc-panel-text-secondary)]">
+                At Risk - Approaching SLA Breach
+            </h3>
+            <div v-if="at_risk_tickets?.length" class="space-y-4">
+                <!-- Critical: < 1h -->
+                <div v-if="riskCategories.critical.length">
+                    <div class="mb-2 flex items-center gap-2">
+                        <span class="inline-block h-2 w-2 rounded-full bg-red-500"></span>
+                        <span class="text-xs font-semibold uppercase tracking-wider text-red-400"
+                            >Critical (&lt;1h)</span
+                        >
+                    </div>
+                    <div class="space-y-1">
+                        <div
+                            v-for="ticket in riskCategories.critical"
+                            :key="ticket.id"
+                            class="flex items-center justify-between rounded-lg bg-red-500/5 px-3 py-2 border border-red-500/10"
+                        >
+                            <div class="flex items-center gap-3">
+                                <span class="font-mono text-xs text-red-400">{{ ticket.reference }}</span>
+                                <span class="truncate text-sm text-[var(--esc-panel-text-secondary)]">{{
+                                    ticket.subject
+                                }}</span>
+                            </div>
+                            <span class="text-xs font-bold text-red-400">{{ ticket.hours_remaining }}h remaining</span>
+                        </div>
+                    </div>
+                </div>
+
+                <!-- Warning: 1-4h -->
+                <div v-if="riskCategories.warning.length">
+                    <div class="mb-2 flex items-center gap-2">
+                        <span class="inline-block h-2 w-2 rounded-full bg-amber-500"></span>
+                        <span class="text-xs font-semibold uppercase tracking-wider text-amber-400"
+                            >Warning (1-4h)</span
+                        >
+                    </div>
+                    <div class="space-y-1">
+                        <div
+                            v-for="ticket in riskCategories.warning"
+                            :key="ticket.id"
+                            class="flex items-center justify-between rounded-lg bg-amber-500/5 px-3 py-2 border border-amber-500/10"
+                        >
+                            <div class="flex items-center gap-3">
+                                <span class="font-mono text-xs text-amber-400">{{ ticket.reference }}</span>
+                                <span class="truncate text-sm text-[var(--esc-panel-text-secondary)]">{{
+                                    ticket.subject
+                                }}</span>
+                            </div>
+                            <span class="text-xs font-bold text-amber-400"
+                                >{{ ticket.hours_remaining }}h remaining</span
+                            >
+                        </div>
+                    </div>
+                </div>
+
+                <!-- Watch: 4-8h -->
+                <div v-if="riskCategories.watch.length">
+                    <div class="mb-2 flex items-center gap-2">
+                        <span class="inline-block h-2 w-2 rounded-full bg-blue-500"></span>
+                        <span class="text-xs font-semibold uppercase tracking-wider text-blue-400">Watch (4-8h)</span>
+                    </div>
+                    <div class="space-y-1">
+                        <div
+                            v-for="ticket in riskCategories.watch"
+                            :key="ticket.id"
+                            class="flex items-center justify-between rounded-lg bg-blue-500/5 px-3 py-2 border border-blue-500/10"
+                        >
+                            <div class="flex items-center gap-3">
+                                <span class="font-mono text-xs text-blue-400">{{ ticket.reference }}</span>
+                                <span class="truncate text-sm text-[var(--esc-panel-text-secondary)]">{{
+                                    ticket.subject
+                                }}</span>
+                            </div>
+                            <span class="text-xs font-bold text-blue-400">{{ ticket.hours_remaining }}h remaining</span>
+                        </div>
+                    </div>
+                </div>
+            </div>
+            <div v-else class="py-6 text-center text-sm text-[var(--esc-panel-text-muted)]">
+                No tickets currently at risk of breaching SLA.
+            </div>
+        </div>
+    </EscalatedLayout>
+</template>