@trii/types 2.10.656 → 2.10.658

package/dist/Tickets/Conversation.d.ts

@@ -0,0 +1,68 @@
+import { MessageDirection, MessageVisibility } from '../Common/Messages/Message';
+import { ChannelType } from '../Common/Channels/ChannelType';
+import { ITicketActivity } from './Workflow';
+export declare enum TicketConversationRole {
+    PRIMARY = "PRIMARY",
+    CUSTOMER = "CUSTOMER",
+    INTERNAL_DISCUSSION = "INTERNAL_DISCUSSION",
+    EXTERNAL_COLLABORATION = "EXTERNAL_COLLABORATION"
+}
+export interface ITicketConversationReference {
+    id: string;
+    spaceId: string;
+    ticketId: string;
+    conversationId: string;
+    role: TicketConversationRole;
+    sourceMessageId?: string;
+    channelType?: ChannelType;
+    channelId?: string;
+    isPrimary: boolean;
+    linkedAt: Date;
+    linkedBy?: string;
+    unlinkedAt?: Date;
+    unlinkedBy?: string;
+}
+export declare enum TicketMessageActorType {
+    CONTACT = "CONTACT",
+    AGENT = "AGENT",
+    BOT = "BOT",
+    SYSTEM = "SYSTEM",
+    EXTERNAL_COLLABORATOR = "EXTERNAL_COLLABORATOR"
+}
+export declare enum TicketMessageEventType {
+    CREATED = "CREATED",
+    UPDATED = "UPDATED",
+    DELETED = "DELETED",
+    DELIVERY_STATUS_CHANGED = "DELIVERY_STATUS_CHANGED"
+}
+export interface ITicketMessageEvent {
+    eventId: string;
+    spaceId: string;
+    ticketId: string;
+    conversationId: string;
+    messageId: string;
+    occurredAt: Date;
+    direction: MessageDirection;
+    visibility: MessageVisibility;
+    actorType: TicketMessageActorType;
+    eventType: TicketMessageEventType;
+}
+export declare enum TicketTimelineEntryType {
+    ACTIVITY = "ACTIVITY",
+    MESSAGE = "MESSAGE"
+}
+export interface ITicketMessageReference {
+    conversationId: string;
+    messageId: string;
+}
+export type ITicketTimelineEntry = {
+    id: string;
+    type: TicketTimelineEntryType.ACTIVITY;
+    occurredAt: Date;
+    activity: ITicketActivity;
+} | {
+    id: string;
+    type: TicketTimelineEntryType.MESSAGE;
+    occurredAt: Date;
+    messageReference: ITicketMessageReference;
+};

package/dist/Tickets/Conversation.js

@@ -0,0 +1,30 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.TicketTimelineEntryType = exports.TicketMessageEventType = exports.TicketMessageActorType = exports.TicketConversationRole = void 0;
+var TicketConversationRole;
+(function (TicketConversationRole) {
+    TicketConversationRole["PRIMARY"] = "PRIMARY";
+    TicketConversationRole["CUSTOMER"] = "CUSTOMER";
+    TicketConversationRole["INTERNAL_DISCUSSION"] = "INTERNAL_DISCUSSION";
+    TicketConversationRole["EXTERNAL_COLLABORATION"] = "EXTERNAL_COLLABORATION";
+})(TicketConversationRole || (exports.TicketConversationRole = TicketConversationRole = {}));
+var TicketMessageActorType;
+(function (TicketMessageActorType) {
+    TicketMessageActorType["CONTACT"] = "CONTACT";
+    TicketMessageActorType["AGENT"] = "AGENT";
+    TicketMessageActorType["BOT"] = "BOT";
+    TicketMessageActorType["SYSTEM"] = "SYSTEM";
+    TicketMessageActorType["EXTERNAL_COLLABORATOR"] = "EXTERNAL_COLLABORATOR";
+})(TicketMessageActorType || (exports.TicketMessageActorType = TicketMessageActorType = {}));
+var TicketMessageEventType;
+(function (TicketMessageEventType) {
+    TicketMessageEventType["CREATED"] = "CREATED";
+    TicketMessageEventType["UPDATED"] = "UPDATED";
+    TicketMessageEventType["DELETED"] = "DELETED";
+    TicketMessageEventType["DELIVERY_STATUS_CHANGED"] = "DELIVERY_STATUS_CHANGED";
+})(TicketMessageEventType || (exports.TicketMessageEventType = TicketMessageEventType = {}));
+var TicketTimelineEntryType;
+(function (TicketTimelineEntryType) {
+    TicketTimelineEntryType["ACTIVITY"] = "ACTIVITY";
+    TicketTimelineEntryType["MESSAGE"] = "MESSAGE";
+})(TicketTimelineEntryType || (exports.TicketTimelineEntryType = TicketTimelineEntryType = {}));

package/dist/Tickets/Dashboard.d.ts

@@ -0,0 +1,408 @@
+import { ChannelType } from "../Common/Channels/ChannelType";
+import { ITicketDateRange, ITicketMetricGroup, ITicketMetricPoint, TicketPropertyValue } from "./Common";
+import { ITicketFilter } from "./Api";
+export declare enum TicketAnalyticsAudience {
+    AGENT = "AGENT",
+    SUPERVISOR = "SUPERVISOR",
+    ADMIN = "ADMIN",
+    CUSTOMER = "CUSTOMER"
+}
+export declare enum TicketDashboardVisibility {
+    PRIVATE = "PRIVATE",
+    SHARED = "SHARED",
+    ROLE = "ROLE",
+    GROUP = "GROUP"
+}
+export declare enum TicketWidgetType {
+    KPI = "KPI",
+    TREND = "TREND",
+    BAR = "BAR",
+    STACKED_BAR = "STACKED_BAR",
+    LINE = "LINE",
+    AREA = "AREA",
+    PIE = "PIE",
+    DONUT = "DONUT",
+    FUNNEL = "FUNNEL",
+    GAUGE = "GAUGE",
+    HEATMAP = "HEATMAP",
+    TABLE = "TABLE",
+    LEADERBOARD = "LEADERBOARD",
+    AGING_BUCKETS = "AGING_BUCKETS",
+    SLA_CLOCK = "SLA_CLOCK",
+    QUEUE = "QUEUE",
+    TEXT = "TEXT"
+}
+export declare enum TicketMetricAggregation {
+    COUNT = "COUNT",
+    SUM = "SUM",
+    AVERAGE = "AVERAGE",
+    MIN = "MIN",
+    MAX = "MAX",
+    MEDIAN = "MEDIAN",
+    PERCENTILE = "PERCENTILE",
+    RATE = "RATE",
+    RATIO = "RATIO",
+    DISTINCT_COUNT = "DISTINCT_COUNT"
+}
+export declare enum TicketAnalyticsDimension {
+    TIME = "TIME",
+    STATUS = "STATUS",
+    STAGE = "STAGE",
+    PRIORITY = "PRIORITY",
+    CATEGORY = "CATEGORY",
+    ASSIGNEE = "ASSIGNEE",
+    GROUP = "GROUP",
+    QUEUE = "QUEUE",
+    CHANNEL = "CHANNEL",
+    ORIGIN = "ORIGIN",
+    CONTACT = "CONTACT",
+    ORGANIZATION = "ORGANIZATION",
+    BRAND = "BRAND",
+    REQUEST_TYPE = "REQUEST_TYPE",
+    SLA_POLICY = "SLA_POLICY",
+    RESOLUTION_TYPE = "RESOLUTION_TYPE",
+    TAG = "TAG",
+    SKILL = "SKILL",
+    PUBLIC_STATUS = "PUBLIC_STATUS",
+    CUSTOM_FIELD = "CUSTOM_FIELD"
+}
+export declare enum TicketTimeGranularity {
+    MINUTE = "MINUTE",
+    HOUR = "HOUR",
+    DAY = "DAY",
+    WEEK = "WEEK",
+    MONTH = "MONTH",
+    QUARTER = "QUARTER",
+    YEAR = "YEAR"
+}
+export declare enum TicketComparisonMode {
+    NONE = "NONE",
+    PREVIOUS_PERIOD = "PREVIOUS_PERIOD",
+    PREVIOUS_YEAR = "PREVIOUS_YEAR",
+    CUSTOM = "CUSTOM",
+    TARGET = "TARGET"
+}
+export declare enum TicketMetricFormat {
+    NUMBER = "NUMBER",
+    PERCENTAGE = "PERCENTAGE",
+    DURATION = "DURATION",
+    DECIMAL = "DECIMAL",
+    CURRENCY = "CURRENCY",
+    SCORE = "SCORE"
+}
+export declare enum TicketWidgetRefreshMode {
+    MANUAL = "MANUAL",
+    INTERVAL = "INTERVAL",
+    REAL_TIME = "REAL_TIME"
+}
+export declare enum TicketDrilldownTarget {
+    TICKETS = "TICKETS",
+    AGENTS = "AGENTS",
+    GROUPS = "GROUPS",
+    CONVERSATIONS = "CONVERSATIONS",
+    SLA_CYCLES = "SLA_CYCLES",
+    TASKS = "TASKS",
+    APPROVALS = "APPROVALS",
+    DEFLECTION_EVENTS = "DEFLECTION_EVENTS"
+}
+/** Stable semantic metric identifiers. New visualizations should compose these instead of hard-coded endpoints. */
+export declare enum TicketMetricCode {
+    TICKETS_CREATED = "TICKETS_CREATED",
+    TICKETS_RESOLVED = "TICKETS_RESOLVED",
+    TICKETS_CLOSED = "TICKETS_CLOSED",
+    TICKETS_CANCELLED = "TICKETS_CANCELLED",
+    BACKLOG = "BACKLOG",
+    BACKLOG_OVERDUE = "BACKLOG_OVERDUE",
+    BACKLOG_UNASSIGNED = "BACKLOG_UNASSIGNED",
+    BACKLOG_UNREPLIED = "BACKLOG_UNREPLIED",
+    BACKLOG_AGING = "BACKLOG_AGING",
+    NET_BACKLOG_CHANGE = "NET_BACKLOG_CHANGE",
+    FIRST_RESPONSE_TIME = "FIRST_RESPONSE_TIME",
+    NEXT_RESPONSE_TIME = "NEXT_RESPONSE_TIME",
+    RESOLUTION_TIME = "RESOLUTION_TIME",
+    ASSIGNMENT_TIME = "ASSIGNMENT_TIME",
+    ACCEPTANCE_TIME = "ACCEPTANCE_TIME",
+    HANDLE_TIME = "HANDLE_TIME",
+    WAITING_CUSTOMER_TIME = "WAITING_CUSTOMER_TIME",
+    WAITING_INTERNAL_TIME = "WAITING_INTERNAL_TIME",
+    TIME_IN_STATUS = "TIME_IN_STATUS",
+    FIRST_RESPONSE_SLA_RATE = "FIRST_RESPONSE_SLA_RATE",
+    NEXT_RESPONSE_SLA_RATE = "NEXT_RESPONSE_SLA_RATE",
+    RESOLUTION_SLA_RATE = "RESOLUTION_SLA_RATE",
+    SLA_BREACH_COUNT = "SLA_BREACH_COUNT",
+    SLA_AT_RISK_COUNT = "SLA_AT_RISK_COUNT",
+    OLA_COMPLIANCE_RATE = "OLA_COMPLIANCE_RATE",
+    UC_COMPLIANCE_RATE = "UC_COMPLIANCE_RATE",
+    FIRST_CONTACT_RESOLUTION_RATE = "FIRST_CONTACT_RESOLUTION_RATE",
+    REOPEN_COUNT = "REOPEN_COUNT",
+    REOPEN_RATE = "REOPEN_RATE",
+    TRANSFER_COUNT = "TRANSFER_COUNT",
+    TRANSFER_RATE = "TRANSFER_RATE",
+    ESCALATION_COUNT = "ESCALATION_COUNT",
+    TOUCHES_PER_TICKET = "TOUCHES_PER_TICKET",
+    COMMENTS_PER_TICKET = "COMMENTS_PER_TICKET",
+    AGENT_ASSIGNED_COUNT = "AGENT_ASSIGNED_COUNT",
+    AGENT_RESOLVED_COUNT = "AGENT_RESOLVED_COUNT",
+    AGENT_ACTIVE_LOAD = "AGENT_ACTIVE_LOAD",
+    AGENT_CAPACITY_UTILIZATION = "AGENT_CAPACITY_UTILIZATION",
+    AGENT_AVAILABILITY_TIME = "AGENT_AVAILABILITY_TIME",
+    AGENT_OCCUPANCY_RATE = "AGENT_OCCUPANCY_RATE",
+    AGENT_ACCEPTANCE_RATE = "AGENT_ACCEPTANCE_RATE",
+    AGENT_DECLINE_RATE = "AGENT_DECLINE_RATE",
+    AGENT_PRODUCTIVITY = "AGENT_PRODUCTIVITY",
+    QUEUE_SIZE = "QUEUE_SIZE",
+    QUEUE_WAIT_TIME = "QUEUE_WAIT_TIME",
+    QUEUE_ABANDONED_COUNT = "QUEUE_ABANDONED_COUNT",
+    ROUTING_ATTEMPTS = "ROUTING_ATTEMPTS",
+    AUTO_ASSIGNMENT_RATE = "AUTO_ASSIGNMENT_RATE",
+    SKILL_MATCH_RATE = "SKILL_MATCH_RATE",
+    FALLBACK_RATE = "FALLBACK_RATE",
+    CSAT_SCORE = "CSAT_SCORE",
+    CSAT_RESPONSE_RATE = "CSAT_RESPONSE_RATE",
+    NPS_SCORE = "NPS_SCORE",
+    NEGATIVE_SATISFACTION_COUNT = "NEGATIVE_SATISFACTION_COUNT",
+    INBOUND_MESSAGES = "INBOUND_MESSAGES",
+    OUTBOUND_MESSAGES = "OUTBOUND_MESSAGES",
+    MESSAGES_PER_TICKET = "MESSAGES_PER_TICKET",
+    CHANNEL_VOLUME = "CHANNEL_VOLUME",
+    CHANNEL_RESPONSE_TIME = "CHANNEL_RESPONSE_TIME",
+    CATEGORY_VOLUME = "CATEGORY_VOLUME",
+    REQUEST_TYPE_VOLUME = "REQUEST_TYPE_VOLUME",
+    RESOLUTION_TYPE_VOLUME = "RESOLUTION_TYPE_VOLUME",
+    CONTACT_VOLUME = "CONTACT_VOLUME",
+    ORGANIZATION_VOLUME = "ORGANIZATION_VOLUME",
+    AUTOMATION_EXECUTION_COUNT = "AUTOMATION_EXECUTION_COUNT",
+    AUTOMATION_SUCCESS_RATE = "AUTOMATION_SUCCESS_RATE",
+    AUTOMATION_FAILURE_COUNT = "AUTOMATION_FAILURE_COUNT",
+    AUTOMATED_RESOLUTION_RATE = "AUTOMATED_RESOLUTION_RATE",
+    MACRO_USAGE_COUNT = "MACRO_USAGE_COUNT",
+    DEFLECTION_RATE = "DEFLECTION_RATE",
+    DEFLECTED_SESSIONS = "DEFLECTED_SESSIONS",
+    ARTICLE_CLICK_RATE = "ARTICLE_CLICK_RATE",
+    PORTAL_REQUEST_COUNT = "PORTAL_REQUEST_COUNT",
+    SELF_SERVICE_RESOLUTION_RATE = "SELF_SERVICE_RESOLUTION_RATE",
+    APPROVAL_PENDING_COUNT = "APPROVAL_PENDING_COUNT",
+    APPROVAL_TIME = "APPROVAL_TIME",
+    APPROVAL_REJECTION_RATE = "APPROVAL_REJECTION_RATE",
+    APPROVAL_EXPIRED_COUNT = "APPROVAL_EXPIRED_COUNT",
+    TASK_PENDING_COUNT = "TASK_PENDING_COUNT",
+    TASK_COMPLETION_RATE = "TASK_COMPLETION_RATE",
+    TASK_OVERDUE_COUNT = "TASK_OVERDUE_COUNT",
+    TASK_BLOCKED_COUNT = "TASK_BLOCKED_COUNT",
+    EXPORT_COUNT = "EXPORT_COUNT",
+    SECURITY_DENIAL_COUNT = "SECURITY_DENIAL_COUNT",
+    PII_ACCESS_COUNT = "PII_ACCESS_COUNT"
+}
+export interface ITicketAnalyticsFilter extends ITicketFilter {
+    range: ITicketDateRange;
+    channelTypes?: ChannelType[];
+    queueIds?: string[];
+    organizationIds?: string[];
+    brandIds?: string[];
+    requestTypeIds?: string[];
+    slaPolicyIds?: string[];
+    resolutionTypeIds?: string[];
+    skillIds?: string[];
+    includeBots?: boolean;
+    businessHoursOnly?: boolean;
+}
+export interface ITicketMetricDefinition {
+    code: TicketMetricCode;
+    name: string;
+    description: string;
+    format: TicketMetricFormat;
+    defaultAggregation: TicketMetricAggregation;
+    supportedAggregations: TicketMetricAggregation[];
+    supportedDimensions: TicketAnalyticsDimension[];
+    supportedAudiences: TicketAnalyticsAudience[];
+    supportsPercentile?: boolean;
+    supportsRealTime?: boolean;
+    higherIsBetter?: boolean;
+}
+export interface ITicketMetricQuery {
+    metric: TicketMetricCode;
+    aggregation?: TicketMetricAggregation;
+    percentile?: number;
+    filter: ITicketAnalyticsFilter;
+    dimensions?: ITicketDimensionSpec[];
+    comparison?: ITicketComparison;
+    target?: number;
+}
+export interface ITicketDimensionSpec {
+    dimension: TicketAnalyticsDimension;
+    fieldNameKey?: string;
+    granularity?: TicketTimeGranularity;
+    limit?: number;
+    includeEmpty?: boolean;
+}
+export interface ITicketComparison {
+    mode: TicketComparisonMode;
+    range?: ITicketDateRange;
+}
+export interface ITicketMetricValue {
+    value: number;
+    formattedValue?: string;
+    numerator?: number;
+    denominator?: number;
+    previousValue?: number;
+    change?: number;
+    changePercentage?: number;
+    target?: number;
+    targetMet?: boolean;
+}
+export interface ITicketMetricSeries {
+    key: string;
+    label: string;
+    points: ITicketMetricPoint[];
+}
+export interface ITicketMetricResult {
+    query: ITicketMetricQuery;
+    value?: ITicketMetricValue;
+    groups?: ITicketMetricGroup[];
+    series?: ITicketMetricSeries[];
+    generatedAt: Date;
+    dataFrom: Date;
+    dataTo: Date;
+    isPartial?: boolean;
+    warnings?: string[];
+}
+export interface ITicketWidgetPosition {
+    x: number;
+    y: number;
+    width: number;
+    height: number;
+    minWidth?: number;
+    minHeight?: number;
+}
+export interface ITicketWidgetThreshold {
+    value: number;
+    color: string;
+    label?: string;
+    operator?: "GT" | "GTE" | "LT" | "LTE";
+}
+export interface ITicketWidgetDrilldown {
+    enabled: boolean;
+    target: TicketDrilldownTarget;
+    inheritFilters: boolean;
+    additionalFilter?: ITicketAnalyticsFilter;
+}
+export interface ITicketWidgetConfiguration {
+    id: string;
+    title: string;
+    subtitle?: string;
+    type: TicketWidgetType;
+    queries: ITicketMetricQuery[];
+    position: ITicketWidgetPosition;
+    thresholds?: ITicketWidgetThreshold[];
+    drilldown?: ITicketWidgetDrilldown;
+    showLegend?: boolean;
+    showComparison?: boolean;
+    showTarget?: boolean;
+    colorPalette?: string[];
+    customOptions?: {
+        [key: string]: TicketPropertyValue;
+    };
+}
+export interface ITicketDashboard {
+    id: string;
+    spaceId: string;
+    name: string;
+    description?: string;
+    ownerId: string;
+    audience: TicketAnalyticsAudience;
+    visibility: TicketDashboardVisibility;
+    sharedRoleIds?: string[];
+    sharedGroupIds?: string[];
+    defaultFilter?: ITicketAnalyticsFilter;
+    widgets: ITicketWidgetConfiguration[];
+    refreshMode: TicketWidgetRefreshMode;
+    refreshIntervalSeconds?: number;
+    isDefault?: boolean;
+    createdAt: Date;
+    createdBy: string;
+    updatedAt?: Date;
+    updatedBy?: string;
+}
+export interface ITicketDashboardTemplate {
+    id: string;
+    spaceId: string;
+    name: string;
+    description?: string;
+    audience: TicketAnalyticsAudience;
+    widgets: ITicketWidgetConfiguration[];
+    enabled: boolean;
+}
+export interface ITicketDashboardSnapshot {
+    id: string;
+    dashboardId: string;
+    generatedAt: Date;
+    filter: ITicketAnalyticsFilter;
+    widgetResults: {
+        widgetId: string;
+        results: ITicketMetricResult[];
+    }[];
+    expiresAt?: Date;
+}
+/** Used when clicking a widget to retrieve the exact underlying records behind a value. */
+export interface ITicketDrilldownQuery {
+    metricQuery: ITicketMetricQuery;
+    target: TicketDrilldownTarget;
+    groupKey?: string;
+    cursor?: string;
+    limit?: number;
+}
+export interface ITicketDrilldownResult<T = unknown> {
+    items: T[];
+    nextCursor?: string;
+    hasMore: boolean;
+    total?: number;
+}
+/** Allows supervisors to define operational goals independently from widget presentation. */
+export interface ITicketAnalyticsGoal {
+    id: string;
+    spaceId: string;
+    name: string;
+    metric: TicketMetricCode;
+    target: number;
+    filter: ITicketAnalyticsFilter;
+    validFrom: Date;
+    validUntil?: Date;
+    ownerGroupId?: string;
+    ownerUserId?: string;
+    createdAt: Date;
+}
+/** Reports freshness so users know whether a card is real-time, delayed or partial. */
+export interface ITicketAnalyticsFreshness {
+    metric: TicketMetricCode;
+    lastEventAt?: Date;
+    lastProcessedAt: Date;
+    lagSeconds: number;
+    realTime: boolean;
+    healthy: boolean;
+}
+/** Compatibility aggregate for the original fixed dashboard endpoint. Prefer metric queries for configurable widgets. */
+export interface ITicketDashboardFilter {
+    range: ITicketDateRange;
+    statusIds?: string[];
+    assigneeIds?: string[];
+    assignedGroupIds?: string[];
+    categoryIds?: string[];
+    channelTypes?: string[];
+}
+export interface ITicketDashboardMetrics {
+    range: ITicketDateRange;
+    backlog: number;
+    created: number;
+    resolved: number;
+    reopened: number;
+    firstResponseSlaMetPercentage: number;
+    resolutionSlaMetPercentage: number;
+    averageFirstResponseMinutes: number;
+    averageResolutionMinutes: number;
+    averageSatisfactionScore?: number;
+    createdSeries: ITicketMetricPoint[];
+    resolvedSeries: ITicketMetricPoint[];
+    byStatus: ITicketMetricGroup[];
+    byCategory: ITicketMetricGroup[];
+    byAssignee: ITicketMetricGroup[];
+}