@trii/types 2.10.713 → 2.10.715

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

@@ -0,0 +1,290 @@
+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

@@ -0,0 +1,87 @@
+"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

@@ -0,0 +1,31 @@
+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

@@ -0,0 +1,9 @@
+"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 = {}));