@webex/contact-center 0.0.0-next.1

package/src/metrics/behavioral-events.ts

@@ -0,0 +1,332 @@
+import {
+  MetricEventAgent,
+  MetricEventProduct,
+  MetricEventVerb,
+} from '@webex/internal-plugin-metrics/src/metrics.types';
+
+import {METRIC_EVENT_NAMES} from './constants';
+import {PRODUCT_NAME} from '../constants';
+
+/**
+ * Represents the taxonomy for a behavioral event in the metrics system.
+ * @ignore
+ * @typedef BehavioralEventTaxonomy
+ * @property {MetricEventProduct} product - The product associated with the behavioral event.
+ * @property {MetricEventAgent} agent - The agent responsible for the behavioral event.
+ * @property {string} target - The target entity of the behavioral event.
+ * @property {MetricEventVerb} verb - The action or verb describing the behavioral event.
+ *
+ * @category Metrics
+ * @type BehavioralEvents
+ */
+export type BehavioralEventTaxonomy = {
+  product: MetricEventProduct;
+  agent: MetricEventAgent;
+  target: string;
+  verb: MetricEventVerb;
+};
+
+const product: MetricEventProduct = PRODUCT_NAME;
+
+// Adding new metrics? Please add them to the Cypher CC metrics wiki
+/**
+ * @ignore
+ * @typedoc
+ * A mapping between metric event names and their corresponding behavioral event taxonomy definitions.
+ *
+ * This map is used to associate each event (such as login, logout, task actions, etc.)
+ * with a structured taxonomy object that describes the product, agent, target, and verb
+ * for behavioral analytics and metrics reporting.
+ *
+ * The keys are string constants from `METRIC_EVENT_NAMES`, and the values are
+ * `BehavioralEventTaxonomy` objects that define the event's context.
+ *
+ * @example
+ * ```typescript
+ * const taxonomy = eventTaxonomyMap[METRIC_EVENT_NAMES.STATION_LOGIN_SUCCESS];
+ * // taxonomy = { product, agent: 'user', target: 'station_login', verb: 'complete' }
+ * ```
+ *
+ * @see BehavioralEventTaxonomy
+ * @see METRIC_EVENT_NAMES
+ */
+const eventTaxonomyMap: Record<string, BehavioralEventTaxonomy> = {
+  [METRIC_EVENT_NAMES.STATION_LOGIN_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'station_login',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.STATION_LOGIN_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'station_login',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.STATION_LOGOUT_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'station_logout',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.STATION_LOGOUT_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'station_logout',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.STATION_RELOGIN_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'station_relogin',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.STATION_RELOGIN_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'station_relogin',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.AGENT_STATE_CHANGE_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'state_change',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.AGENT_STATE_CHANGE_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'state_change',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.FETCH_BUDDY_AGENTS_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'buddy_agents_fetch',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.FETCH_BUDDY_AGENTS_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'buddy_agents_fetch',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.WEBSOCKET_REGISTER_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'websocket_register',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.WEBSOCKET_REGISTER_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'websocket_register',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.AGENT_RONA]: {
+    product,
+    agent: 'service',
+    target: 'agent_rona',
+    verb: 'set',
+  },
+
+  // Added Task events
+  [METRIC_EVENT_NAMES.TASK_ACCEPT_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'task_accept',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.TASK_ACCEPT_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'task_accept',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.TASK_DECLINE_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'task_decline',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.TASK_DECLINE_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'task_decline',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.TASK_END_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'task_end',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.TASK_END_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'task_end',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.TASK_WRAPUP_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'task_wrapup',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.TASK_WRAPUP_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'task_wrapup',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.TASK_HOLD_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'task_hold',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.TASK_HOLD_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'task_hold',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.TASK_RESUME_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'task_resume',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.TASK_RESUME_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'task_resume',
+    verb: 'fail',
+  },
+
+  // Advanced Tasks handling
+  [METRIC_EVENT_NAMES.TASK_CONSULT_START_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'task_consult_start',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.TASK_CONSULT_START_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'task_consult_start',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.TASK_CONSULT_END_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'task_consult_end',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.TASK_CONSULT_END_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'task_consult_end',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.TASK_TRANSFER_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'task_transfer',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.TASK_TRANSFER_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'task_transfer',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.TASK_RESUME_RECORDING_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'task_resume_recording',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.TASK_RESUME_RECORDING_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'task_resume_recording',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.TASK_PAUSE_RECORDING_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'task_pause_recording',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.TASK_PAUSE_RECORDING_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'task_pause_recording',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.TASK_ACCEPT_CONSULT_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'task_accept_consult',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.TASK_ACCEPT_CONSULT_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'task_accept_consult',
+    verb: 'fail',
+  },
+  [METRIC_EVENT_NAMES.TASK_OUTDIAL_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'task_outdial',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.TASK_OUTDIAL_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'task_outdial',
+    verb: 'fail',
+  },
+
+  // upload logs
+  [METRIC_EVENT_NAMES.UPLOAD_LOGS_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'upload_logs',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.UPLOAD_LOGS_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'upload_logs',
+    verb: 'fail',
+  },
+
+  // update profile
+  [METRIC_EVENT_NAMES.AGENT_DEVICE_TYPE_UPDATE_SUCCESS]: {
+    product,
+    agent: 'user',
+    target: 'agent_device_type_update',
+    verb: 'complete',
+  },
+  [METRIC_EVENT_NAMES.AGENT_DEVICE_TYPE_UPDATE_FAILED]: {
+    product,
+    agent: 'user',
+    target: 'agent_device_type_update',
+    verb: 'fail',
+  },
+};
+
+/**
+ * Get the taxonomy information for a given behavioral event name.
+ * @ignore
+ * @param name - The name of the metric event to look up.
+ * @returns The corresponding {@link BehavioralEventTaxonomy} if found, otherwise `undefined`.
+ *
+ * @typedoc
+ */
+export function getEventTaxonomy(name: METRIC_EVENT_NAMES): BehavioralEventTaxonomy | undefined {
+  return eventTaxonomyMap[name];
+}

package/src/metrics/constants.ts

@@ -0,0 +1,135 @@
+type Enum<T extends Record<string, unknown>> = T[keyof T];
+
+/**
+ * @ignore
+ * @module METRIC_EVENT_NAMES
+ * @export
+ * @description
+ * A constant object containing all metric event names used for tracking various agent and task-related events
+ * within the Contact Center plugin. Each property represents a specific event and its corresponding string value
+ * as reported in metrics.
+ *
+ * @property {string} STATION_LOGIN_SUCCESS - Event name for successful station login.
+ * @property {string} STATION_LOGIN_FAILED - Event name for failed station login.
+ * @property {string} STATION_LOGOUT_SUCCESS - Event name for successful station logout.
+ * @property {string} STATION_LOGOUT_FAILED - Event name for failed station logout.
+ * @property {string} STATION_RELOGIN_SUCCESS - Event name for successful station relogin.
+ * @property {string} STATION_RELOGIN_FAILED - Event name for failed station relogin.
+ * @property {string} AGENT_STATE_CHANGE_SUCCESS - Event name for successful agent state change.
+ * @property {string} AGENT_STATE_CHANGE_FAILED - Event name for failed agent state change.
+ * @property {string} FETCH_BUDDY_AGENTS_SUCCESS - Event name for successfully fetching buddy agents.
+ * @property {string} FETCH_BUDDY_AGENTS_FAILED - Event name for failed attempt to fetch buddy agents.
+ * @property {string} WEBSOCKET_REGISTER_SUCCESS - Event name for successful websocket registration.
+ * @property {string} WEBSOCKET_REGISTER_FAILED - Event name for failed websocket registration.
+ * @property {string} AGENT_RONA - Event name for agent RONA (Ring No Answer).
+ * @property {string} AGENT_CONTACT_ASSIGN_FAILED - Event name for failed agent contact assignment.
+ * @property {string} AGENT_INVITE_FAILED - Event name for failed agent invite.
+ *
+ * @property {string} TASK_ACCEPT_SUCCESS - Event name for successful task acceptance.
+ * @property {string} TASK_ACCEPT_FAILED - Event name for failed task acceptance.
+ * @property {string} TASK_DECLINE_SUCCESS - Event name for successful task decline.
+ * @property {string} TASK_DECLINE_FAILED - Event name for failed task decline.
+ * @property {string} TASK_END_SUCCESS - Event name for successful task end.
+ * @property {string} TASK_END_FAILED - Event name for failed task end.
+ * @property {string} TASK_WRAPUP_SUCCESS - Event name for successful task wrap-up.
+ * @property {string} TASK_WRAPUP_FAILED - Event name for failed task wrap-up.
+ * @property {string} TASK_HOLD_SUCCESS - Event name for successful task hold.
+ * @property {string} TASK_HOLD_FAILED - Event name for failed task hold.
+ * @property {string} TASK_RESUME_SUCCESS - Event name for successful task resume.
+ * @property {string} TASK_RESUME_FAILED - Event name for failed task resume.
+ *
+ * @property {string} TASK_CONSULT_START_SUCCESS - Event name for successful consult start.
+ * @property {string} TASK_CONSULT_START_FAILED - Event name for failed consult start.
+ * @property {string} TASK_CONSULT_END_SUCCESS - Event name for successful consult end.
+ * @property {string} TASK_CONSULT_END_FAILED - Event name for failed consult end.
+ * @property {string} TASK_TRANSFER_SUCCESS - Event name for successful task transfer.
+ * @property {string} TASK_TRANSFER_FAILED - Event name for failed task transfer.
+ * @property {string} TASK_RESUME_RECORDING_SUCCESS - Event name for successful resume of recording.
+ * @property {string} TASK_RESUME_RECORDING_FAILED - Event name for failed resume of recording.
+ * @property {string} TASK_PAUSE_RECORDING_SUCCESS - Event name for successful pause of recording.
+ * @property {string} TASK_PAUSE_RECORDING_FAILED - Event name for failed pause of recording.
+ * @property {string} TASK_ACCEPT_CONSULT_SUCCESS - Event name for successful consult acceptance.
+ * @property {string} TASK_ACCEPT_CONSULT_FAILED - Event name for failed consult acceptance.
+ *
+ * @property {string} TASK_OUTDIAL_SUCCESS - Event name for successful outdial task.
+ * @property {string} TASK_OUTDIAL_FAILED - Event name for failed outdial task.
+ *
+ * @property {string} UPLOAD_LOGS_SUCCESS - Event name for successful log upload.
+ * @property {string} UPLOAD_LOGS_FAILED - Event name for failed log upload.
+ * @property {string} WEBSOCKET_DEREGISTER_SUCCESS - Event name for successful websocket deregistration.
+ * @property {string} WEBSOCKET_DEREGISTER_FAIL - Event name for failed websocket deregistration.
+ *
+ * @property {string} AGENT_DEVICE_TYPE_UPDATE_SUCCESS - Event name for successful agent device type update.
+ * @property {string} AGENT_DEVICE_TYPE_UPDATE_FAILED - Event name for failed agent device type update.
+ *
+ * @readonly
+ */
+export const METRIC_EVENT_NAMES = {
+  STATION_LOGIN_SUCCESS: 'Station Login Success',
+  STATION_LOGIN_FAILED: 'Station Login Failed',
+  STATION_LOGOUT_SUCCESS: 'Station Logout Success',
+  STATION_LOGOUT_FAILED: 'Station Logout Failed',
+  STATION_RELOGIN_SUCCESS: 'Station Relogin Success',
+  STATION_RELOGIN_FAILED: 'Station Relogin Failed',
+  AGENT_STATE_CHANGE_SUCCESS: 'Agent State Change Success',
+  AGENT_STATE_CHANGE_FAILED: 'Agent State Change Failed',
+  FETCH_BUDDY_AGENTS_SUCCESS: 'Fetch Buddy Agents Success',
+  FETCH_BUDDY_AGENTS_FAILED: 'Fetch Buddy Agents Failed',
+  WEBSOCKET_REGISTER_SUCCESS: 'Websocket Register Success',
+  WEBSOCKET_REGISTER_FAILED: 'Websocket Register Failed',
+  AGENT_RONA: 'Agent RONA',
+  AGENT_CONTACT_ASSIGN_FAILED: 'Agent Contact Assign Failed',
+  AGENT_INVITE_FAILED: 'Agent Invite Failed',
+
+  // Basic Tasks
+  TASK_ACCEPT_SUCCESS: 'Task Accept Success',
+  TASK_ACCEPT_FAILED: 'Task Accept Failed',
+  TASK_DECLINE_SUCCESS: 'Task Decline Success',
+  TASK_DECLINE_FAILED: 'Task Decline Failed',
+  TASK_END_SUCCESS: 'Task End Success',
+  TASK_END_FAILED: 'Task End Failed',
+  TASK_WRAPUP_SUCCESS: 'Task Wrapup Success',
+  TASK_WRAPUP_FAILED: 'Task Wrapup Failed',
+  TASK_HOLD_SUCCESS: 'Task Hold Success',
+  TASK_HOLD_FAILED: 'Task Hold Failed',
+  TASK_RESUME_SUCCESS: 'Task Resume Success',
+  TASK_RESUME_FAILED: 'Task Resume Failed',
+
+  // Advanced Tasks
+  TASK_CONSULT_START_SUCCESS: 'Task Consult Start Success',
+  TASK_CONSULT_START_FAILED: 'Task Consult Start Failed',
+  TASK_CONSULT_END_SUCCESS: 'Task Consult End Success',
+  TASK_CONSULT_END_FAILED: 'Task Consult End Failed',
+  TASK_TRANSFER_SUCCESS: 'Task Transfer Success',
+  TASK_TRANSFER_FAILED: 'Task Transfer Failed',
+  TASK_RESUME_RECORDING_SUCCESS: 'Task Resume Recording Success',
+  TASK_RESUME_RECORDING_FAILED: 'Task Resume Recording Failed',
+  TASK_PAUSE_RECORDING_SUCCESS: 'Task Pause Recording Success',
+  TASK_PAUSE_RECORDING_FAILED: 'Task Pause Recording Failed',
+  TASK_ACCEPT_CONSULT_SUCCESS: 'Task Accept Consult Success',
+  TASK_ACCEPT_CONSULT_FAILED: 'Task Accept Consult Failed',
+
+  TASK_OUTDIAL_SUCCESS: 'Task Outdial Success',
+  TASK_OUTDIAL_FAILED: 'Task Outdial Failed',
+
+  UPLOAD_LOGS_SUCCESS: 'Upload Logs Success',
+  UPLOAD_LOGS_FAILED: 'Upload Logs Failed',
+  WEBSOCKET_DEREGISTER_SUCCESS: 'Websocket Deregister Success',
+  WEBSOCKET_DEREGISTER_FAIL: 'Websocket Deregister Failed',
+
+  AGENT_DEVICE_TYPE_UPDATE_SUCCESS: 'Agent Device Type Update Success',
+  AGENT_DEVICE_TYPE_UPDATE_FAILED: 'Agent Device Type Update Failed',
+} as const;
+
+/**
+ * Represents the possible metric event names used within the metrics system.
+ *
+ * This type is derived from the keys of the `METRIC_EVENT_NAMES` constant, ensuring
+ * type safety and consistency when referring to metric event names throughout the codebase.
+ * @export
+ * @typedef {Enum<typeof METRIC_EVENT_NAMES>} METRIC_EVENT_NAMES
+ * @typeParam T - The type of the `METRIC_EVENT_NAMES` constant.
+ *
+ * @see {@link METRIC_EVENT_NAMES}
+ */
+export type METRIC_EVENT_NAMES = Enum<typeof METRIC_EVENT_NAMES>;