@trii/types 2.10.712 → 2.10.713

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

@@ -1,290 +0,0 @@
-import { ChannelType } from '../Common/Channels/ChannelType';
-import { ITicketAuditedEntity, TicketPriority, TicketPropertyValue } from './Common';
-import { TicketConditionOperator } from './Workflow';
-export declare enum TicketRoutingStrategy {
-    ROUND_ROBIN = "ROUND_ROBIN",
-    LEAST_BUSY = "LEAST_BUSY",
-    MOST_SKILLED = "MOST_SKILLED",
-    LONGEST_IDLE = "LONGEST_IDLE",
-    MANUAL_PULL = "MANUAL_PULL",
-    RANDOM = "RANDOM",
-    WEIGHTED = "WEIGHTED"
-}
-export declare enum TicketRoutingStatus {
-    NOT_ROUTED = "NOT_ROUTED",
-    QUEUED = "QUEUED",
-    ROUTING = "ROUTING",
-    OFFERED = "OFFERED",
-    ASSIGNED = "ASSIGNED",
-    ACCEPTED = "ACCEPTED",
-    DECLINED = "DECLINED",
-    RETURNED = "RETURNED",
-    ESCALATED = "ESCALATED",
-    FAILED = "FAILED"
-}
-export declare enum AgentAvailabilityStatus {
-    AVAILABLE = "AVAILABLE",
-    BUSY = "BUSY",
-    AWAY = "AWAY",
-    OFFLINE = "OFFLINE"
-}
-export declare enum TicketRoutingConditionGroupOperator {
-    AND = "AND",
-    OR = "OR"
-}
-export declare enum TicketQueueOrderCriterion {
-    SLA_BREACH_AT = "SLA_BREACH_AT",
-    PRIORITY = "PRIORITY",
-    CREATED_AT = "CREATED_AT",
-    DUE_AT = "DUE_AT",
-    CUSTOM_FIELD = "CUSTOM_FIELD",
-    CALCULATED_SCORE = "CALCULATED_SCORE"
-}
-export declare enum TicketQueueOrderDirection {
-    ASC = "ASC",
-    DESC = "DESC"
-}
-export declare enum TicketSkillRelaxationMode {
-    NEVER = "NEVER",
-    AFTER_TIMEOUT = "AFTER_TIMEOUT"
-}
-export declare enum TicketEscalationTrigger {
-    QUEUE_WAIT = "QUEUE_WAIT",
-    OFFER_TIMEOUT = "OFFER_TIMEOUT",
-    SLA_WARNING = "SLA_WARNING",
-    SLA_BREACH = "SLA_BREACH",
-    NO_ELIGIBLE_AGENT = "NO_ELIGIBLE_AGENT",
-    DECLINED = "DECLINED"
-}
-export declare enum TicketEscalationActionType {
-    ADD_GROUP = "ADD_GROUP",
-    CHANGE_QUEUE = "CHANGE_QUEUE",
-    INCREASE_PRIORITY = "INCREASE_PRIORITY",
-    NOTIFY_USERS = "NOTIFY_USERS",
-    NOTIFY_ROLES = "NOTIFY_ROLES",
-    RELAX_OPTIONAL_SKILLS = "RELAX_OPTIONAL_SKILLS",
-    ASSIGN_USER = "ASSIGN_USER",
-    ASSIGN_GROUP = "ASSIGN_GROUP",
-    WEBHOOK = "WEBHOOK"
-}
-export declare enum TicketAssignmentEndReason {
-    COMPLETED = "COMPLETED",
-    REASSIGNED = "REASSIGNED",
-    RETURNED = "RETURNED",
-    DECLINED = "DECLINED",
-    EXPIRED = "EXPIRED",
-    MANUAL = "MANUAL"
-}
-export interface ITicketRoutingCondition {
-    fieldNameKey: string;
-    operator: TicketConditionOperator;
-    expectedValue?: TicketPropertyValue;
-}
-export interface ITicketRoutingConditionGroup {
-    operator: TicketRoutingConditionGroupOperator;
-    conditions?: ITicketRoutingCondition[];
-    groups?: ITicketRoutingConditionGroup[];
-}
-export interface ITicketQueueOrder {
-    criterion: TicketQueueOrderCriterion;
-    direction: TicketQueueOrderDirection;
-    fieldNameKey?: string;
-    weight?: number;
-}
-export interface ITicketSkill extends ITicketAuditedEntity {
-    name: string;
-    description?: string;
-    enabled: boolean;
-}
-export interface ITicketSkillRequirement {
-    skillId: string;
-    required: boolean;
-    priority: number;
-    minimumProficiency?: number;
-    relaxationMode?: TicketSkillRelaxationMode;
-    timeoutMinutes?: number;
-}
-export interface IAgentTicketSkill {
-    userId: string;
-    skillId: string;
-    proficiency?: number;
-    priority?: number;
-    enabled: boolean;
-    validFrom?: Date;
-    validUntil?: Date;
-}
-export interface IAgentChannelCapacity {
-    channelType?: ChannelType;
-    maximumConcurrent: number;
-    currentAssignments: number;
-    reservedCapacity?: number;
-}
-export interface IAgentRoutingState {
-    spaceId: string;
-    userId: string;
-    status: AgentAvailabilityStatus;
-    capacities: IAgentChannelCapacity[];
-    activeAssignmentCount: number;
-    lastAssignedAt?: Date;
-    availableSince?: Date;
-    updatedAt: Date;
-}
-export interface ITicketQueue extends ITicketAuditedEntity {
-    name: string;
-    description?: string;
-    enabled: boolean;
-    priority: number;
-    conditions?: ITicketRoutingConditionGroup;
-    primaryGroupIds: string[];
-    fallbackGroupIds?: string[];
-    strategy: TicketRoutingStrategy;
-    ordering: ITicketQueueOrder[];
-    skillRequirements?: ITicketSkillRequirement[];
-    offerTimeoutSeconds?: number;
-    maximumWaitMinutes?: number;
-    escalationPolicyId?: string;
-}
-export interface ITicketRoutingPolicy extends ITicketAuditedEntity {
-    name: string;
-    description?: string;
-    enabled: boolean;
-    priority: number;
-    conditions?: ITicketRoutingConditionGroup;
-    queueId: string;
-    strategyOverride?: TicketRoutingStrategy;
-    skillRequirements?: ITicketSkillRequirement[];
-    validFrom?: Date;
-    validUntil?: Date;
-}
-export interface ITicketEscalationAction {
-    type: TicketEscalationActionType;
-    groupIds?: string[];
-    userIds?: string[];
-    roleIds?: string[];
-    queueId?: string;
-    priority?: TicketPriority;
-    webhookId?: string;
-}
-export interface ITicketEscalationStep {
-    id: string;
-    order: number;
-    trigger: TicketEscalationTrigger;
-    thresholdMinutes?: number;
-    repeatEveryMinutes?: number;
-    maximumExecutions?: number;
-    actions: ITicketEscalationAction[];
-}
-export interface ITicketEscalationPolicy extends ITicketAuditedEntity {
-    name: string;
-    description?: string;
-    enabled: boolean;
-    steps: ITicketEscalationStep[];
-}
-export interface ITicketAssignment {
-    id: string;
-    spaceId: string;
-    ticketId: string;
-    queueId?: string;
-    groupId?: string;
-    agentId?: string;
-    status: TicketRoutingStatus;
-    offeredAt?: Date;
-    offerExpiresAt?: Date;
-    assignedAt?: Date;
-    acceptedAt?: Date;
-    endedAt?: Date;
-    endedReason?: TicketAssignmentEndReason;
-    assignedBy?: string;
-    routingDecisionId?: string;
-}
-export interface ITicketRoutingCandidate {
-    agentId: string;
-    eligible: boolean;
-    score?: number;
-    matchedSkillIds: string[];
-    missingSkillIds?: string[];
-    availableCapacity?: number;
-    exclusionReasons?: string[];
-}
-export interface ITicketRoutingDecision {
-    id: string;
-    spaceId: string;
-    ticketId: string;
-    attemptId: string;
-    policyId?: string;
-    queueId: string;
-    strategy: TicketRoutingStrategy;
-    selectedAgentId?: string;
-    selectedGroupId?: string;
-    candidates?: ITicketRoutingCandidate[];
-    matchedSkillIds: string[];
-    relaxedSkillIds?: string[];
-    reasonCode: string;
-    explanation?: string;
-    decidedAt: Date;
-}
-export interface ITicketRoutingAttempt {
-    id: string;
-    spaceId: string;
-    ticketId: string;
-    queueId?: string;
-    status: TicketRoutingStatus;
-    startedAt: Date;
-    completedAt?: Date;
-    trigger: string;
-    decisionId?: string;
-    errorCode?: string;
-    errorMessage?: string;
-}
-export interface ITicketEscalationExecution {
-    id: string;
-    spaceId: string;
-    ticketId: string;
-    policyId: string;
-    stepId: string;
-    executedAt: Date;
-    actionsExecuted: TicketEscalationActionType[];
-    error?: string;
-}
-export interface ITicketRoutingState {
-    status: TicketRoutingStatus;
-    queueId?: string;
-    policyId?: string;
-    currentAssignmentId?: string;
-    enqueuedAt?: Date;
-    offeredAt?: Date;
-    offerExpiresAt?: Date;
-    assignedAt?: Date;
-    acceptedAt?: Date;
-    priorityScore?: number;
-    nextEscalationAt?: Date;
-    requiredSkills?: ITicketSkillRequirement[];
-    lastDecisionId?: string;
-}
-export interface IEnqueueTicketDto {
-    expectedVersion: number;
-    queueId?: string;
-    reason?: string;
-}
-export interface IAcceptTicketAssignmentDto {
-    expectedVersion: number;
-    assignmentId: string;
-}
-export interface IDeclineTicketAssignmentDto {
-    expectedVersion: number;
-    assignmentId: string;
-    reason: string;
-}
-export interface IReturnTicketToQueueDto {
-    expectedVersion: number;
-    assignmentId: string;
-    reason?: string;
-    queueId?: string;
-}
-export interface IManualRouteTicketDto {
-    expectedVersion: number;
-    queueId?: string;
-    groupId?: string;
-    agentId?: string;
-    reason?: string;
-}

package/dist/src/Tickets/Routing.js

@@ -1,87 +0,0 @@
-"use strict";
-Object.defineProperty(exports, "__esModule", { value: true });
-exports.TicketAssignmentEndReason = exports.TicketEscalationActionType = exports.TicketEscalationTrigger = exports.TicketSkillRelaxationMode = exports.TicketQueueOrderDirection = exports.TicketQueueOrderCriterion = exports.TicketRoutingConditionGroupOperator = exports.AgentAvailabilityStatus = exports.TicketRoutingStatus = exports.TicketRoutingStrategy = void 0;
-var TicketRoutingStrategy;
-(function (TicketRoutingStrategy) {
-    TicketRoutingStrategy["ROUND_ROBIN"] = "ROUND_ROBIN";
-    TicketRoutingStrategy["LEAST_BUSY"] = "LEAST_BUSY";
-    TicketRoutingStrategy["MOST_SKILLED"] = "MOST_SKILLED";
-    TicketRoutingStrategy["LONGEST_IDLE"] = "LONGEST_IDLE";
-    TicketRoutingStrategy["MANUAL_PULL"] = "MANUAL_PULL";
-    TicketRoutingStrategy["RANDOM"] = "RANDOM";
-    TicketRoutingStrategy["WEIGHTED"] = "WEIGHTED";
-})(TicketRoutingStrategy || (exports.TicketRoutingStrategy = TicketRoutingStrategy = {}));
-var TicketRoutingStatus;
-(function (TicketRoutingStatus) {
-    TicketRoutingStatus["NOT_ROUTED"] = "NOT_ROUTED";
-    TicketRoutingStatus["QUEUED"] = "QUEUED";
-    TicketRoutingStatus["ROUTING"] = "ROUTING";
-    TicketRoutingStatus["OFFERED"] = "OFFERED";
-    TicketRoutingStatus["ASSIGNED"] = "ASSIGNED";
-    TicketRoutingStatus["ACCEPTED"] = "ACCEPTED";
-    TicketRoutingStatus["DECLINED"] = "DECLINED";
-    TicketRoutingStatus["RETURNED"] = "RETURNED";
-    TicketRoutingStatus["ESCALATED"] = "ESCALATED";
-    TicketRoutingStatus["FAILED"] = "FAILED";
-})(TicketRoutingStatus || (exports.TicketRoutingStatus = TicketRoutingStatus = {}));
-var AgentAvailabilityStatus;
-(function (AgentAvailabilityStatus) {
-    AgentAvailabilityStatus["AVAILABLE"] = "AVAILABLE";
-    AgentAvailabilityStatus["BUSY"] = "BUSY";
-    AgentAvailabilityStatus["AWAY"] = "AWAY";
-    AgentAvailabilityStatus["OFFLINE"] = "OFFLINE";
-})(AgentAvailabilityStatus || (exports.AgentAvailabilityStatus = AgentAvailabilityStatus = {}));
-var TicketRoutingConditionGroupOperator;
-(function (TicketRoutingConditionGroupOperator) {
-    TicketRoutingConditionGroupOperator["AND"] = "AND";
-    TicketRoutingConditionGroupOperator["OR"] = "OR";
-})(TicketRoutingConditionGroupOperator || (exports.TicketRoutingConditionGroupOperator = TicketRoutingConditionGroupOperator = {}));
-var TicketQueueOrderCriterion;
-(function (TicketQueueOrderCriterion) {
-    TicketQueueOrderCriterion["SLA_BREACH_AT"] = "SLA_BREACH_AT";
-    TicketQueueOrderCriterion["PRIORITY"] = "PRIORITY";
-    TicketQueueOrderCriterion["CREATED_AT"] = "CREATED_AT";
-    TicketQueueOrderCriterion["DUE_AT"] = "DUE_AT";
-    TicketQueueOrderCriterion["CUSTOM_FIELD"] = "CUSTOM_FIELD";
-    TicketQueueOrderCriterion["CALCULATED_SCORE"] = "CALCULATED_SCORE";
-})(TicketQueueOrderCriterion || (exports.TicketQueueOrderCriterion = TicketQueueOrderCriterion = {}));
-var TicketQueueOrderDirection;
-(function (TicketQueueOrderDirection) {
-    TicketQueueOrderDirection["ASC"] = "ASC";
-    TicketQueueOrderDirection["DESC"] = "DESC";
-})(TicketQueueOrderDirection || (exports.TicketQueueOrderDirection = TicketQueueOrderDirection = {}));
-var TicketSkillRelaxationMode;
-(function (TicketSkillRelaxationMode) {
-    TicketSkillRelaxationMode["NEVER"] = "NEVER";
-    TicketSkillRelaxationMode["AFTER_TIMEOUT"] = "AFTER_TIMEOUT";
-})(TicketSkillRelaxationMode || (exports.TicketSkillRelaxationMode = TicketSkillRelaxationMode = {}));
-var TicketEscalationTrigger;
-(function (TicketEscalationTrigger) {
-    TicketEscalationTrigger["QUEUE_WAIT"] = "QUEUE_WAIT";
-    TicketEscalationTrigger["OFFER_TIMEOUT"] = "OFFER_TIMEOUT";
-    TicketEscalationTrigger["SLA_WARNING"] = "SLA_WARNING";
-    TicketEscalationTrigger["SLA_BREACH"] = "SLA_BREACH";
-    TicketEscalationTrigger["NO_ELIGIBLE_AGENT"] = "NO_ELIGIBLE_AGENT";
-    TicketEscalationTrigger["DECLINED"] = "DECLINED";
-})(TicketEscalationTrigger || (exports.TicketEscalationTrigger = TicketEscalationTrigger = {}));
-var TicketEscalationActionType;
-(function (TicketEscalationActionType) {
-    TicketEscalationActionType["ADD_GROUP"] = "ADD_GROUP";
-    TicketEscalationActionType["CHANGE_QUEUE"] = "CHANGE_QUEUE";
-    TicketEscalationActionType["INCREASE_PRIORITY"] = "INCREASE_PRIORITY";
-    TicketEscalationActionType["NOTIFY_USERS"] = "NOTIFY_USERS";
-    TicketEscalationActionType["NOTIFY_ROLES"] = "NOTIFY_ROLES";
-    TicketEscalationActionType["RELAX_OPTIONAL_SKILLS"] = "RELAX_OPTIONAL_SKILLS";
-    TicketEscalationActionType["ASSIGN_USER"] = "ASSIGN_USER";
-    TicketEscalationActionType["ASSIGN_GROUP"] = "ASSIGN_GROUP";
-    TicketEscalationActionType["WEBHOOK"] = "WEBHOOK";
-})(TicketEscalationActionType || (exports.TicketEscalationActionType = TicketEscalationActionType = {}));
-var TicketAssignmentEndReason;
-(function (TicketAssignmentEndReason) {
-    TicketAssignmentEndReason["COMPLETED"] = "COMPLETED";
-    TicketAssignmentEndReason["REASSIGNED"] = "REASSIGNED";
-    TicketAssignmentEndReason["RETURNED"] = "RETURNED";
-    TicketAssignmentEndReason["DECLINED"] = "DECLINED";
-    TicketAssignmentEndReason["EXPIRED"] = "EXPIRED";
-    TicketAssignmentEndReason["MANUAL"] = "MANUAL";
-})(TicketAssignmentEndReason || (exports.TicketAssignmentEndReason = TicketAssignmentEndReason = {}));

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

@@ -1,31 +0,0 @@
-import { ChannelType } from '../Common/Channels/ChannelType';
-import { ITicketAuditedEntity } from './Common';
-export declare enum SatisfactionMetricType {
-    CSAT = "CSAT",
-    NPS = "NPS",
-    CUSTOM = "CUSTOM"
-}
-export interface ITicketSatisfactionScale extends ITicketAuditedEntity {
-    name: string;
-    metricType: SatisfactionMetricType;
-    minimum: number;
-    maximum: number;
-    labels?: {
-        value: number;
-        label: string;
-    }[];
-    enabled: boolean;
-    surveyFormId?: string;
-}
-export interface ITicketSatisfactionResponse {
-    id: string;
-    spaceId: string;
-    ticketId: string;
-    contactId: string;
-    scaleId: string;
-    score: number;
-    comment?: string;
-    channelType?: ChannelType;
-    formSubmissionId?: string;
-    submittedAt: Date;
-}

package/dist/src/Tickets/Satisfaction.js

@@ -1,9 +0,0 @@
-"use strict";
-Object.defineProperty(exports, "__esModule", { value: true });
-exports.SatisfactionMetricType = void 0;
-var SatisfactionMetricType;
-(function (SatisfactionMetricType) {
-    SatisfactionMetricType["CSAT"] = "CSAT";
-    SatisfactionMetricType["NPS"] = "NPS";
-    SatisfactionMetricType["CUSTOM"] = "CUSTOM";
-})(SatisfactionMetricType || (exports.SatisfactionMetricType = SatisfactionMetricType = {}));