@trii/types 2.10.659 → 2.10.661

package/dist/src/Shop/Cart/cart.d.ts

@@ -0,0 +1,19 @@
+export interface ProductItem {
+    code: string;
+    name: string;
+    description: string;
+    quantity: number;
+    price: number;
+}
+export interface ICart {
+    orderProperties: {
+        [key: string]: string;
+    };
+    items: ProductItem[];
+    discount: number;
+    totalPrice: number;
+    createdAt: Date;
+    createdBy: string;
+    finishedAt?: Date;
+    finishedBy?: string;
+}

package/dist/src/Shop/Cart/cart.js

@@ -0,0 +1,2 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });

package/dist/src/Shop/index.d.ts

@@ -0,0 +1 @@
+export * from './Cart/cart';

package/dist/src/Shop/index.js

@@ -0,0 +1,17 @@
+"use strict";
+var __createBinding = (this && this.__createBinding) || (Object.create ? (function(o, m, k, k2) {
+    if (k2 === undefined) k2 = k;
+    var desc = Object.getOwnPropertyDescriptor(m, k);
+    if (!desc || ("get" in desc ? !m.__esModule : desc.writable || desc.configurable)) {
+      desc = { enumerable: true, get: function() { return m[k]; } };
+    }
+    Object.defineProperty(o, k2, desc);
+}) : (function(o, m, k, k2) {
+    if (k2 === undefined) k2 = k;
+    o[k2] = m[k];
+}));
+var __exportStar = (this && this.__exportStar) || function(m, exports) {
+    for (var p in m) if (p !== "default" && !Object.prototype.hasOwnProperty.call(exports, p)) __createBinding(exports, m, p);
+};
+Object.defineProperty(exports, "__esModule", { value: true });
+__exportStar(require("./Cart/cart"), exports);

package/dist/src/Spaces/Dashboard.d.ts

@@ -0,0 +1,4 @@
+export interface Dashboard {
+    totalMembers: number;
+    totalBytes: number;
+}

package/dist/src/Spaces/Dashboard.js

@@ -0,0 +1,2 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });

package/dist/src/Spaces/index.d.ts

@@ -0,0 +1,2 @@
+export * from './spaces';
+export * from './Dashboard';

package/dist/src/Spaces/index.js

@@ -0,0 +1,18 @@
+"use strict";
+var __createBinding = (this && this.__createBinding) || (Object.create ? (function(o, m, k, k2) {
+    if (k2 === undefined) k2 = k;
+    var desc = Object.getOwnPropertyDescriptor(m, k);
+    if (!desc || ("get" in desc ? !m.__esModule : desc.writable || desc.configurable)) {
+      desc = { enumerable: true, get: function() { return m[k]; } };
+    }
+    Object.defineProperty(o, k2, desc);
+}) : (function(o, m, k, k2) {
+    if (k2 === undefined) k2 = k;
+    o[k2] = m[k];
+}));
+var __exportStar = (this && this.__exportStar) || function(m, exports) {
+    for (var p in m) if (p !== "default" && !Object.prototype.hasOwnProperty.call(exports, p)) __createBinding(exports, m, p);
+};
+Object.defineProperty(exports, "__esModule", { value: true });
+__exportStar(require("./spaces"), exports);
+__exportStar(require("./Dashboard"), exports);

package/dist/src/Spaces/spaces.d.ts

@@ -0,0 +1,104 @@
+import { UserInfo } from "../Users/index";
+export interface ISpaceInfo {
+    id: string;
+    name: string;
+    imageUrl: string;
+    domain: string;
+    status: Status;
+    apiUrl: string | 'agent-api.trii.app';
+    apiVersion: string | 'v1';
+    subscriptionExpirationDate?: Date;
+    /**Access level for current user */
+    accessLevel: AccessLevel;
+    /** Date on which the user accepted to be a member of the space */
+    joinTimeStamp?: Date;
+    members: UserInfo[];
+    showItemsInDevelopment: boolean;
+    contactNameFormat: nameFormat;
+}
+export declare enum AccessLevel {
+    NULL = 0,
+    OWNER = 10,
+    CO_OWNER = 11,
+    ADMIN = 20,
+    AGENT = 30,
+    EXTERNAL = 40,
+    GUEST = 50
+}
+export declare enum Status {
+    UNKNOWN = 0,
+    QUEUED = 1,
+    CREATING = 2,
+    READY = 3,
+    PENDING_TO_DELETE = 4,
+    DELETED = 5
+}
+export declare enum Region {
+    eastus = 101,
+    brazilsouth = 102,
+    westeurope = 103
+}
+export declare const RegionInfo: {
+    list: {
+        Name: string;
+        Value: number;
+        DisplayName: string;
+        RegionalDisplayName: string;
+    }[];
+    getInfo_from_Name: (Name: string) => {
+        Name: string;
+        Value: number;
+        DisplayName: string;
+        RegionalDisplayName: string;
+    } | null;
+    getInfo_from_Value: (Value: number) => {
+        Name: string;
+        Value: number;
+        DisplayName: string;
+        RegionalDisplayName: string;
+    } | null;
+};
+export interface ISpace {
+    id: string;
+    uid: string;
+    name: string;
+    region: Region;
+    status: Status;
+    apiUrl?: string;
+    apiVersion: string | 'v1';
+    subscriptionId: string;
+    subscriptionExpirationDate?: Date;
+    konnectCustomerCreated?: boolean | false;
+    image_url: string;
+    domain_active: string;
+    domain_subdomain: string;
+    domain_custom: ICustomDomain;
+    contactNameFormat: nameFormat;
+    showItemsInDevelopment: boolean;
+    timeZone: string;
+    createdAt: Date;
+    deletedAt: Date;
+}
+export declare enum nameFormat {
+    FIRST_LAST = 0,
+    LAST_FIRST = 1,
+    FIRST_COMMA_LAST = 2,
+    LAST_COMMA_FIRST = 3
+}
+export interface ICustomDomain {
+    host: string;
+    status: CustomDomain_Status;
+    cert_status: CustomDomain_CertStatus;
+}
+export declare enum CustomDomain_Status {
+    NOT_CONFIGURED = 0,
+    PENDING = 1,
+    VALIDATING = 2,
+    OK = 3
+}
+export declare enum CustomDomain_CertStatus {
+    UNKNOWN = 0,
+    QUEUED = 1,
+    ERROR = 2,
+    OK = 3
+}

package/dist/src/Spaces/spaces.js

@@ -0,0 +1,85 @@
+"use strict";
+Object.defineProperty(exports, "__esModule", { value: true });
+exports.CustomDomain_CertStatus = exports.CustomDomain_Status = exports.nameFormat = exports.RegionInfo = exports.Region = exports.Status = exports.AccessLevel = void 0;
+var AccessLevel;
+(function (AccessLevel) {
+    AccessLevel[AccessLevel["NULL"] = 0] = "NULL";
+    AccessLevel[AccessLevel["OWNER"] = 10] = "OWNER";
+    AccessLevel[AccessLevel["CO_OWNER"] = 11] = "CO_OWNER";
+    AccessLevel[AccessLevel["ADMIN"] = 20] = "ADMIN";
+    AccessLevel[AccessLevel["AGENT"] = 30] = "AGENT";
+    AccessLevel[AccessLevel["EXTERNAL"] = 40] = "EXTERNAL";
+    AccessLevel[AccessLevel["GUEST"] = 50] = "GUEST";
+})(AccessLevel || (exports.AccessLevel = AccessLevel = {}));
+var Status;
+(function (Status) {
+    Status[Status["UNKNOWN"] = 0] = "UNKNOWN";
+    Status[Status["QUEUED"] = 1] = "QUEUED";
+    Status[Status["CREATING"] = 2] = "CREATING";
+    Status[Status["READY"] = 3] = "READY";
+    Status[Status["PENDING_TO_DELETE"] = 4] = "PENDING_TO_DELETE";
+    Status[Status["DELETED"] = 5] = "DELETED";
+})(Status || (exports.Status = Status = {}));
+var Region;
+(function (Region) {
+    Region[Region["eastus"] = 101] = "eastus";
+    Region[Region["brazilsouth"] = 102] = "brazilsouth";
+    Region[Region["westeurope"] = 103] = "westeurope";
+})(Region || (exports.Region = Region = {}));
+exports.RegionInfo = {
+    list: [
+        {
+            Name: "eastus",
+            Value: 101,
+            DisplayName: "East US",
+            RegionalDisplayName: "(US) East US",
+        },
+        {
+            Name: "brazilsouth",
+            Value: 102,
+            DisplayName: "Brazil South",
+            RegionalDisplayName: "(South America) Brazil South",
+        },
+        {
+            Name: "westeurope",
+            Value: 103,
+            DisplayName: "West Europe",
+            RegionalDisplayName: "(Europe) West Europe",
+        }
+    ],
+    getInfo_from_Name: function (Name) {
+        let index = exports.RegionInfo.list.findIndex(i => i.Name = Name);
+        if (index >= 0)
+            return exports.RegionInfo.list[index];
+        else
+            return null;
+    },
+    getInfo_from_Value: function (Value) {
+        let index = exports.RegionInfo.list.findIndex(i => i.Value = Value);
+        if (index >= 0)
+            return exports.RegionInfo.list[index];
+        else
+            return null;
+    }
+};
+var nameFormat;
+(function (nameFormat) {
+    nameFormat[nameFormat["FIRST_LAST"] = 0] = "FIRST_LAST";
+    nameFormat[nameFormat["LAST_FIRST"] = 1] = "LAST_FIRST";
+    nameFormat[nameFormat["FIRST_COMMA_LAST"] = 2] = "FIRST_COMMA_LAST";
+    nameFormat[nameFormat["LAST_COMMA_FIRST"] = 3] = "LAST_COMMA_FIRST";
+})(nameFormat || (exports.nameFormat = nameFormat = {}));
+var CustomDomain_Status;
+(function (CustomDomain_Status) {
+    CustomDomain_Status[CustomDomain_Status["NOT_CONFIGURED"] = 0] = "NOT_CONFIGURED";
+    CustomDomain_Status[CustomDomain_Status["PENDING"] = 1] = "PENDING";
+    CustomDomain_Status[CustomDomain_Status["VALIDATING"] = 2] = "VALIDATING";
+    CustomDomain_Status[CustomDomain_Status["OK"] = 3] = "OK";
+})(CustomDomain_Status || (exports.CustomDomain_Status = CustomDomain_Status = {}));
+var CustomDomain_CertStatus;
+(function (CustomDomain_CertStatus) {
+    CustomDomain_CertStatus[CustomDomain_CertStatus["UNKNOWN"] = 0] = "UNKNOWN";
+    CustomDomain_CertStatus[CustomDomain_CertStatus["QUEUED"] = 1] = "QUEUED";
+    CustomDomain_CertStatus[CustomDomain_CertStatus["ERROR"] = 2] = "ERROR";
+    CustomDomain_CertStatus[CustomDomain_CertStatus["OK"] = 3] = "OK";
+})(CustomDomain_CertStatus || (exports.CustomDomain_CertStatus = CustomDomain_CertStatus = {}));

package/dist/src/Tickets/AI.d.ts

@@ -0,0 +1,400 @@
+import { ITicketProperty, TicketPropertyValue } from "./Common";
+import { TicketMetricCode } from "./Dashboard";
+import { TicketSecurityOperation } from "./Security";
+/** Identifies the native AI experiences that Tickets can request from the central AI module. */
+export declare enum TicketAICapability {
+    SUMMARIZE = "SUMMARIZE",
+    SUMMARIZE_SINCE_LAST_READ = "SUMMARIZE_SINCE_LAST_READ",
+    SUGGEST_REPLY = "SUGGEST_REPLY",
+    REWRITE = "REWRITE",
+    TRANSLATE = "TRANSLATE",
+    SUGGEST_NEXT_ACTION = "SUGGEST_NEXT_ACTION",
+    SUGGEST_KNOWLEDGE = "SUGGEST_KNOWLEDGE",
+    FIND_SIMILAR_TICKETS = "FIND_SIMILAR_TICKETS",
+    DETECT_MISSING_INFORMATION = "DETECT_MISSING_INFORMATION",
+    CLASSIFY = "CLASSIFY",
+    EXTRACT_FIELDS = "EXTRACT_FIELDS",
+    ANALYZE_SENTIMENT = "ANALYZE_SENTIMENT",
+    PREDICT_RISK = "PREDICT_RISK"
+}
+/** Classifies machine-generated observations persisted against a ticket. */
+export declare enum TicketAIInsightType {
+    INTENT = "INTENT",
+    TOPIC = "TOPIC",
+    SENTIMENT = "SENTIMENT",
+    URGENCY = "URGENCY",
+    COMPLEXITY = "COMPLEXITY",
+    ESCALATION_RISK = "ESCALATION_RISK",
+    SLA_BREACH_RISK = "SLA_BREACH_RISK",
+    LANGUAGE = "LANGUAGE",
+    SPAM = "SPAM",
+    SUGGESTED_CATEGORY = "SUGGESTED_CATEGORY",
+    SUGGESTED_PRIORITY = "SUGGESTED_PRIORITY",
+    SUGGESTED_SKILLS = "SUGGESTED_SKILLS",
+    SUGGESTED_ASSIGNEE = "SUGGESTED_ASSIGNEE",
+    RESOLUTION_PROBABILITY = "RESOLUTION_PROBABILITY",
+    MISSING_INFORMATION = "MISSING_INFORMATION"
+}
+/** Describes whether an AI output is only proposed, accepted, rejected or superseded. */
+export declare enum TicketAIOutputStatus {
+    GENERATED = "GENERATED",
+    ACCEPTED = "ACCEPTED",
+    EDITED = "EDITED",
+    REJECTED = "REJECTED",
+    APPLIED = "APPLIED",
+    SUPERSEDED = "SUPERSEDED",
+    EXPIRED = "EXPIRED",
+    FAILED = "FAILED"
+}
+/** Records explicit and implicit feedback used to evaluate model usefulness. */
+export declare enum TicketAIFeedbackType {
+    ACCEPTED = "ACCEPTED",
+    EDITED = "EDITED",
+    REJECTED = "REJECTED",
+    HELPFUL = "HELPFUL",
+    NOT_HELPFUL = "NOT_HELPFUL",
+    INCORRECT = "INCORRECT",
+    UNSAFE = "UNSAFE"
+}
+/** Severity used by supervisor insights to prioritize anomalies and recommendations. */
+export declare enum TicketAIInsightSeverity {
+    INFO = "INFO",
+    LOW = "LOW",
+    MEDIUM = "MEDIUM",
+    HIGH = "HIGH",
+    CRITICAL = "CRITICAL"
+}
+/** Types of cross-ticket analysis surfaced in dashboards and supervisor workspaces. */
+export declare enum TicketAIAnalyticsInsightType {
+    ANOMALY = "ANOMALY",
+    TREND = "TREND",
+    FORECAST = "FORECAST",
+    EMERGING_TOPIC = "EMERGING_TOPIC",
+    ROOT_CAUSE = "ROOT_CAUSE",
+    SLA_RISK = "SLA_RISK",
+    STAFFING_RISK = "STAFFING_RISK",
+    QUALITY_RISK = "QUALITY_RISK",
+    RECOMMENDATION = "RECOMMENDATION",
+    EXECUTIVE_SUMMARY = "EXECUTIVE_SUMMARY"
+}
+/** Declares why an autonomous or assisted AI session handed work to a human. */
+export declare enum TicketAIHandoffReason {
+    CUSTOMER_REQUESTED = "CUSTOMER_REQUESTED",
+    LOW_CONFIDENCE = "LOW_CONFIDENCE",
+    POLICY_REQUIRED = "POLICY_REQUIRED",
+    UNSUPPORTED_INTENT = "UNSUPPORTED_INTENT",
+    NEGATIVE_SENTIMENT = "NEGATIVE_SENTIMENT",
+    SECURITY_RISK = "SECURITY_RISK",
+    TOOL_FAILURE = "TOOL_FAILURE",
+    SLA_RISK = "SLA_RISK",
+    OTHER = "OTHER"
+}
+/** Controls how much ticket context may be sent to AI after authorization and PII filtering. */
+export declare enum TicketAIContextScope {
+    TICKET_FIELDS = "TICKET_FIELDS",
+    PUBLIC_MESSAGES = "PUBLIC_MESSAGES",
+    INTERNAL_NOTES = "INTERNAL_NOTES",
+    ATTACHMENT_TEXT = "ATTACHMENT_TEXT",
+    CONTACT_PROFILE = "CONTACT_PROFILE",
+    ORGANIZATION_PROFILE = "ORGANIZATION_PROFILE",
+    KNOWLEDGE = "KNOWLEDGE",
+    RELATED_TICKETS = "RELATED_TICKETS",
+    SLA = "SLA",
+    TASKS = "TASKS",
+    APPROVALS = "APPROVALS"
+}
+/** Configuration exposed by Tickets so UI and Flow know which AI experiences are available and permitted. */
+export interface ITicketAICapabilityDefinition {
+    code: TicketAICapability;
+    name: string;
+    description: string;
+    enabled: boolean;
+    allowedRoleIds?: string[];
+    requiredOperations?: TicketSecurityOperation[];
+    contextScopes: TicketAIContextScope[];
+    providerId?: string;
+    modelId?: string;
+    promptTemplateId?: string;
+    minimumConfidence?: number;
+    requireHumanApproval: boolean;
+}
+/** Per-tenant policy enforced before any ticket context is sent to a model. */
+export interface ITicketAIPolicy {
+    id: string;
+    spaceId: string;
+    name: string;
+    enabled: boolean;
+    allowedCapabilities: TicketAICapability[];
+    allowedContextScopes: TicketAIContextScope[];
+    excludedFieldNameKeys?: string[];
+    allowPii: boolean;
+    allowSensitivePii: boolean;
+    redactBeforeInference: boolean;
+    retainInputs: boolean;
+    retainOutputs: boolean;
+    retentionDays?: number;
+    maximumTokensPerRequest?: number;
+    maximumCostPerRequest?: number;
+    requireSourceCitations?: boolean;
+    createdAt: Date;
+    createdBy: string;
+    updatedAt?: Date;
+    updatedBy?: string;
+}
+/** Request issued by an agent-facing UI for summaries, replies, rewrites or recommendations. */
+export interface ICreateTicketAIAssistanceDto {
+    ticketId: string;
+    capability: TicketAICapability;
+    instruction?: string;
+    locale?: string;
+    tone?: string;
+    conversationId?: string;
+    sinceMessageId?: string;
+    selectedMessageIds?: string[];
+    selectedFieldNameKeys?: string[];
+    contextScopes?: TicketAIContextScope[];
+    idempotencyKey: string;
+}
+/** Immutable reference to a source used by an AI response; content remains authoritative in its owning module. */
+export interface ITicketAISourceReference {
+    sourceType: "TICKET" | "MESSAGE" | "DOCUMENT" | "ATTACHMENT" | "CONTACT" | "ORGANIZATION" | "SLA" | "TASK" | "APPROVAL";
+    sourceId: string;
+    title?: string;
+    excerpt?: string;
+    relevanceScore?: number;
+}
+/** Result returned to the agent UI; generated text is a suggestion until explicitly accepted or applied. */
+export interface ITicketAIAssistanceResult {
+    id: string;
+    spaceId: string;
+    ticketId: string;
+    capability: TicketAICapability;
+    status: TicketAIOutputStatus;
+    text?: string;
+    structuredOutput?: {
+        [key: string]: TicketPropertyValue;
+    };
+    suggestedProperties?: ITicketProperty[];
+    suggestedKnowledgeDocumentIds?: string[];
+    similarTicketIds?: string[];
+    confidence?: number;
+    sources?: ITicketAISourceReference[];
+    traceId: string;
+    generatedAt: Date;
+    expiresAt?: Date;
+}
+/** Persisted prediction or classification used by routing, prioritization and agent context. */
+export interface ITicketAIInsight {
+    id: string;
+    spaceId: string;
+    ticketId: string;
+    type: TicketAIInsightType;
+    value: TicketPropertyValue;
+    confidence: number;
+    status: TicketAIOutputStatus;
+    modelId: string;
+    modelVersion?: string;
+    promptTemplateId?: string;
+    sourceEventId?: string;
+    generatedAt: Date;
+    expiresAt?: Date;
+    acceptedAt?: Date;
+    acceptedBy?: string;
+    rejectedAt?: Date;
+    rejectedBy?: string;
+    rejectionReason?: string;
+}
+/** Lightweight projection embedded in ITicket lists; full insights are queried separately. */
+export interface ITicketAISummary {
+    sentiment?: string;
+    intent?: string;
+    language?: string;
+    escalationRisk?: number;
+    slaBreachRisk?: number;
+    suggestedPriority?: string;
+    activeInsightIds?: string[];
+    updatedAt: Date;
+}
+/** Request for refreshing selected insights after a ticket or conversation changes. */
+export interface IGenerateTicketAIInsightsDto {
+    ticketId: string;
+    insightTypes: TicketAIInsightType[];
+    sourceEventId?: string;
+    contextScopes?: TicketAIContextScope[];
+    idempotencyKey: string;
+}
+/** Applies an accepted AI recommendation through normal ticket APIs, preserving validation and audit. */
+export interface IApplyTicketAIRecommendationDto {
+    expectedVersion: number;
+    assistanceResultId?: string;
+    insightId?: string;
+    fieldValues?: ITicketProperty[];
+    actionCode?: string;
+    actionParameters?: {
+        [key: string]: TicketPropertyValue;
+    };
+    idempotencyKey: string;
+}
+/** Records whether an agent used, edited or rejected an output; required for quality and adoption metrics. */
+export interface ICreateTicketAIFeedbackDto {
+    outputId: string;
+    feedbackType: TicketAIFeedbackType;
+    editedText?: string;
+    correctedValue?: TicketPropertyValue;
+    comment?: string;
+}
+/** Stored feedback event consumed by analytics and model evaluation pipelines. */
+export interface ITicketAIFeedback {
+    id: string;
+    spaceId: string;
+    ticketId: string;
+    outputId: string;
+    userId: string;
+    type: TicketAIFeedbackType;
+    editDistancePercentage?: number;
+    correctedValue?: TicketPropertyValue;
+    comment?: string;
+    createdAt: Date;
+}
+/** Evidence supporting a supervisor insight; enables drill-down instead of presenting an opaque conclusion. */
+export interface ITicketAIAnalyticsEvidence {
+    metricCode?: TicketMetricCode;
+    ticketIds?: string[];
+    groupIds?: string[];
+    categoryIds?: string[];
+    currentValue?: number;
+    baselineValue?: number;
+    changePercentage?: number;
+    description?: string;
+}
+/** Cross-ticket insight shown in dashboards to explain trends, anomalies and operational risks. */
+export interface ITicketAIAnalyticsInsight {
+    id: string;
+    spaceId: string;
+    dashboardId?: string;
+    type: TicketAIAnalyticsInsightType;
+    title: string;
+    summary: string;
+    severity: TicketAIInsightSeverity;
+    confidence: number;
+    metricCodes?: TicketMetricCode[];
+    evidence: ITicketAIAnalyticsEvidence[];
+    recommendedActions?: ITicketAIRecommendedAction[];
+    modelId: string;
+    modelVersion?: string;
+    generatedAt: Date;
+    expiresAt?: Date;
+    dismissedAt?: Date;
+    dismissedBy?: string;
+}
+/** Suggested supervisor response; execution must go through Flow or a normal Tickets API after approval. */
+export interface ITicketAIRecommendedAction {
+    code: string;
+    label: string;
+    description?: string;
+    parameters?: {
+        [key: string]: TicketPropertyValue;
+    };
+    requiresApproval: boolean;
+}
+/** Query used by supervisor dashboards to request anomaly, forecast or explanation generation. */
+export interface IGenerateTicketAIAnalyticsDto {
+    dashboardId?: string;
+    insightTypes: TicketAIAnalyticsInsightType[];
+    metricCodes?: TicketMetricCode[];
+    from: Date;
+    to: Date;
+    comparisonFrom?: Date;
+    comparisonTo?: Date;
+    groupIds?: string[];
+    categoryIds?: string[];
+    idempotencyKey: string;
+}
+/** Context transferred from a virtual agent or AI-driven Flow when a human ticket is created or resumed. */
+export interface ITicketAIVirtualAgentHandoff {
+    id: string;
+    spaceId: string;
+    sessionId: string;
+    ticketId?: string;
+    flowId?: string;
+    conversationId?: string;
+    summary: string;
+    detectedIntent?: string;
+    detectedLanguage?: string;
+    confidence?: number;
+    collectedProperties: ITicketProperty[];
+    attemptedKnowledgeDocumentIds?: string[];
+    toolResults?: {
+        toolCode: string;
+        success: boolean;
+        summary?: string;
+    }[];
+    reason: TicketAIHandoffReason;
+    customerRequestedHuman?: boolean;
+    handedOffAt: Date;
+}
+/** DTO used by Flow or a virtual agent to attach its structured handoff to an existing or newly created ticket. */
+export interface IAttachTicketAIHandoffDto {
+    ticketId: string;
+    handoffId: string;
+    expectedVersion: number;
+}
+/** Trace metadata retained for governance without requiring storage of raw prompts containing PII. */
+export interface ITicketAITrace {
+    id: string;
+    spaceId: string;
+    ticketId?: string;
+    capability: TicketAICapability;
+    providerId: string;
+    modelId: string;
+    modelVersion?: string;
+    promptTemplateId?: string;
+    promptTemplateVersion?: number;
+    promptHash?: string;
+    inputRetained: boolean;
+    outputRetained: boolean;
+    sourceReferences?: ITicketAISourceReference[];
+    requestedBy?: string;
+    flowId?: string;
+    flowExecutionId?: string;
+    startedAt: Date;
+    completedAt?: Date;
+    latencyMs?: number;
+    inputTokens?: number;
+    outputTokens?: number;
+    totalCost?: number;
+    success: boolean;
+    errorCode?: string;
+    errorMessage?: string;
+}
+/** Aggregated measurements used to compare AI quality, adoption, savings and cost over time. */
+export interface ITicketAIMetrics {
+    from: Date;
+    to: Date;
+    capability?: TicketAICapability;
+    requests: number;
+    successes: number;
+    failures: number;
+    accepted: number;
+    edited: number;
+    rejected: number;
+    acceptanceRate: number;
+    averageConfidence?: number;
+    averageLatencyMs?: number;
+    inputTokens: number;
+    outputTokens: number;
+    totalCost: number;
+    estimatedMinutesSaved?: number;
+    automatedResolutions?: number;
+    humanHandoffs?: number;
+}
+/** Query used by administrators and supervisors to retrieve AI operational and adoption metrics. */
+export interface ITicketAIMetricsQuery {
+    from: Date;
+    to: Date;
+    capabilities?: TicketAICapability[];
+    modelIds?: string[];
+    userIds?: string[];
+    groupIds?: string[];
+    categoryIds?: string[];
+}