clarion-shared-types 1.0.112 → 1.0.113

package/dist/cjs/modules/permission/enums/permission-actions.enum.js

@@ -115,6 +115,9 @@ var PermissionActions;
     PermissionActions["MANAGE_SUPPORT_SLA"] = "manage:support-sla";
     PermissionActions["MANAGE_SUPPORT_CONFIGURATION"] = "manage:support-configuration";
     PermissionActions["READ_SUPPORT_REPORT"] = "read:support-report";
+    // Support Analytics: how the desk did over a period - totals only. Held by
+    // exactly the roles that read the support reports.
+    PermissionActions["READ_SUPPORT_ANALYTICS"] = "read:support-analytics";
     PermissionActions["READ_SUPPORT_SYNC"] = "read:support-sync";
     PermissionActions["MANAGE_SUPPORT_SYNC"] = "manage:support-sync";
     // Module: Notification

package/dist/cjs/modules/permission/enums/permission-actions.enum.js.map

@@ -1 +1 @@
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package/dist/cjs/modules/support/index.js

@@ -22,6 +22,7 @@ __exportStar(require("./interfaces/customer-feedback.dto"), exports);
 __exportStar(require("./interfaces/support-configuration.dto"), exports);
 __exportStar(require("./interfaces/support-sync.dto"), exports);
 __exportStar(require("./interfaces/support-reports.dto"), exports);
+__exportStar(require("./interfaces/support-analytics"), exports);
 // Utilities
 __exportStar(require("./utils/support-display.util"), exports);
 //# sourceMappingURL=index.js.map

package/dist/cjs/modules/support/index.js.map

@@ -1 +1 @@
-{"version":3,"file":"index.js","sourceRoot":"","sources":["../../../../src/modules/support/index.ts"],"names":[],"mappings":";;;;;;;;;;;;;;;;AAAA,QAAQ;AACR,wDAAsC;AAEtC,oBAAoB;AACpB,kEAAgD;AAChD,qEAAmD;AACnD,yEAAuD;AACvD,gEAA8C;AAC9C,mEAAiD;AAEjD,YAAY;AACZ,+DAA6C"}
+{"version":3,"file":"index.js","sourceRoot":"","sources":["../../../../src/modules/support/index.ts"],"names":[],"mappings":";;;;;;;;;;;;;;;;AAAA,QAAQ;AACR,wDAAsC;AAEtC,oBAAoB;AACpB,kEAAgD;AAChD,qEAAmD;AACnD,yEAAuD;AACvD,gEAA8C;AAC9C,mEAAiD;AACjD,iEAA+C;AAE/C,YAAY;AACZ,+DAA6C"}

package/dist/cjs/modules/support/interfaces/support-analytics.js

@@ -0,0 +1,30 @@
+"use strict";
+/**
+ * Support analytics (the admin's Support Analytics): how the support desk did over a
+ * period - tickets raised and settled, how quickly they were answered and resolved,
+ * the SLA, what customers asked about, the agents, what customers thought of the
+ * help they got, the feedback they left, and whether the helpdesk mirror kept up.
+ *
+ * One read, computed by clarion-support from one consistent snapshot, so every number
+ * on a dashboard agrees with every other. Counts, rates and durations only: never a
+ * customer's name, a subject or a message. The only people named are AGENTS, as on
+ * the desk's own team report.
+ *
+ * DURATIONS ARE IN SECONDS, like every analytics contract (the support REPORTS use
+ * minutes; this is a separate contract). They are calendar time - an SLA measured in
+ * business hours can be met while the calendar duration looks long.
+ *
+ * How it is counted:
+ *  - A ticket is RAISED when created. It is RESOLVED, CLOSED, REOPENED or CANCELLED
+ *    when its status history says it moved there - a reopen clears the ticket's own
+ *    resolvedAt, so the history is the only record of the earlier resolution.
+ *  - Time to resolve runs from raising to the FIRST time the ticket was resolved or
+ *    closed, for tickets first settled in the period: it measures the original
+ *    request and does not move when a ticket is reopened.
+ *  - SLA compliance counts SETTLED clocks only (met or breached); a running clock is
+ *    neither. Breach alerts are the monitor's breach events in the period - a ticket
+ *    whose deadline later moved (waiting on the customer, a reopen) can be breached
+ *    once and still end up met.
+ */
+Object.defineProperty(exports, "__esModule", { value: true });
+//# sourceMappingURL=support-analytics.js.map

package/dist/cjs/modules/support/interfaces/support-analytics.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"support-analytics.js","sourceRoot":"","sources":["../../../../../src/modules/support/interfaces/support-analytics.ts"],"names":[],"mappings":";AAAA;;;;;;;;;;;;;;;;;;;;;;;;;;GA0BG"}

package/dist/esm/modules/permission/enums/permission-actions.enum.js

@@ -112,6 +112,9 @@ export var PermissionActions;
     PermissionActions["MANAGE_SUPPORT_SLA"] = "manage:support-sla";
     PermissionActions["MANAGE_SUPPORT_CONFIGURATION"] = "manage:support-configuration";
     PermissionActions["READ_SUPPORT_REPORT"] = "read:support-report";
+    // Support Analytics: how the desk did over a period - totals only. Held by
+    // exactly the roles that read the support reports.
+    PermissionActions["READ_SUPPORT_ANALYTICS"] = "read:support-analytics";
     PermissionActions["READ_SUPPORT_SYNC"] = "read:support-sync";
     PermissionActions["MANAGE_SUPPORT_SYNC"] = "manage:support-sync";
     // Module: Notification

package/dist/esm/modules/permission/enums/permission-actions.enum.js.map

@@ -1 +1 @@
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package/dist/esm/modules/support/index.js

@@ -6,6 +6,7 @@ export * from './interfaces/customer-feedback.dto';
 export * from './interfaces/support-configuration.dto';
 export * from './interfaces/support-sync.dto';
 export * from './interfaces/support-reports.dto';
+export * from './interfaces/support-analytics';
 // Utilities
 export * from './utils/support-display.util';
 //# sourceMappingURL=index.js.map

package/dist/esm/modules/support/index.js.map

@@ -1 +1 @@
-{"version":3,"file":"index.js","sourceRoot":"","sources":["../../../../src/modules/support/index.ts"],"names":[],"mappings":"AAAA,QAAQ;AACR,cAAc,uBAAuB,CAAC;AAEtC,oBAAoB;AACpB,cAAc,iCAAiC,CAAC;AAChD,cAAc,oCAAoC,CAAC;AACnD,cAAc,wCAAwC,CAAC;AACvD,cAAc,+BAA+B,CAAC;AAC9C,cAAc,kCAAkC,CAAC;AAEjD,YAAY;AACZ,cAAc,8BAA8B,CAAC"}
+{"version":3,"file":"index.js","sourceRoot":"","sources":["../../../../src/modules/support/index.ts"],"names":[],"mappings":"AAAA,QAAQ;AACR,cAAc,uBAAuB,CAAC;AAEtC,oBAAoB;AACpB,cAAc,iCAAiC,CAAC;AAChD,cAAc,oCAAoC,CAAC;AACnD,cAAc,wCAAwC,CAAC;AACvD,cAAc,+BAA+B,CAAC;AAC9C,cAAc,kCAAkC,CAAC;AACjD,cAAc,gCAAgC,CAAC;AAE/C,YAAY;AACZ,cAAc,8BAA8B,CAAC"}

package/dist/esm/modules/support/interfaces/support-analytics.js

@@ -0,0 +1,29 @@
+/**
+ * Support analytics (the admin's Support Analytics): how the support desk did over a
+ * period - tickets raised and settled, how quickly they were answered and resolved,
+ * the SLA, what customers asked about, the agents, what customers thought of the
+ * help they got, the feedback they left, and whether the helpdesk mirror kept up.
+ *
+ * One read, computed by clarion-support from one consistent snapshot, so every number
+ * on a dashboard agrees with every other. Counts, rates and durations only: never a
+ * customer's name, a subject or a message. The only people named are AGENTS, as on
+ * the desk's own team report.
+ *
+ * DURATIONS ARE IN SECONDS, like every analytics contract (the support REPORTS use
+ * minutes; this is a separate contract). They are calendar time - an SLA measured in
+ * business hours can be met while the calendar duration looks long.
+ *
+ * How it is counted:
+ *  - A ticket is RAISED when created. It is RESOLVED, CLOSED, REOPENED or CANCELLED
+ *    when its status history says it moved there - a reopen clears the ticket's own
+ *    resolvedAt, so the history is the only record of the earlier resolution.
+ *  - Time to resolve runs from raising to the FIRST time the ticket was resolved or
+ *    closed, for tickets first settled in the period: it measures the original
+ *    request and does not move when a ticket is reopened.
+ *  - SLA compliance counts SETTLED clocks only (met or breached); a running clock is
+ *    neither. Breach alerts are the monitor's breach events in the period - a ticket
+ *    whose deadline later moved (waiting on the customer, a reopen) can be breached
+ *    once and still end up met.
+ */
+export {};
+//# sourceMappingURL=support-analytics.js.map

package/dist/esm/modules/support/interfaces/support-analytics.js.map

@@ -0,0 +1 @@
+{"version":3,"file":"support-analytics.js","sourceRoot":"","sources":["../../../../../src/modules/support/interfaces/support-analytics.ts"],"names":[],"mappings":"AAAA;;;;;;;;;;;;;;;;;;;;;;;;;;GA0BG"}

package/dist/types/modules/permission/enums/permission-actions.enum.d.ts

@@ -82,6 +82,7 @@ export declare enum PermissionActions {
     MANAGE_SUPPORT_SLA = "manage:support-sla",
     MANAGE_SUPPORT_CONFIGURATION = "manage:support-configuration",
     READ_SUPPORT_REPORT = "read:support-report",
+    READ_SUPPORT_ANALYTICS = "read:support-analytics",
     READ_SUPPORT_SYNC = "read:support-sync",
     MANAGE_SUPPORT_SYNC = "manage:support-sync",
     READ_NOTIFICATION_BRANDING = "read:notification-branding",

package/dist/types/modules/support/index.d.ts

@@ -4,4 +4,5 @@ export * from './interfaces/customer-feedback.dto';
 export * from './interfaces/support-configuration.dto';
 export * from './interfaces/support-sync.dto';
 export * from './interfaces/support-reports.dto';
+export * from './interfaces/support-analytics';
 export * from './utils/support-display.util';

package/dist/types/modules/support/interfaces/support-analytics.d.ts

@@ -0,0 +1,390 @@
+/**
+ * Support analytics (the admin's Support Analytics): how the support desk did over a
+ * period - tickets raised and settled, how quickly they were answered and resolved,
+ * the SLA, what customers asked about, the agents, what customers thought of the
+ * help they got, the feedback they left, and whether the helpdesk mirror kept up.
+ *
+ * One read, computed by clarion-support from one consistent snapshot, so every number
+ * on a dashboard agrees with every other. Counts, rates and durations only: never a
+ * customer's name, a subject or a message. The only people named are AGENTS, as on
+ * the desk's own team report.
+ *
+ * DURATIONS ARE IN SECONDS, like every analytics contract (the support REPORTS use
+ * minutes; this is a separate contract). They are calendar time - an SLA measured in
+ * business hours can be met while the calendar duration looks long.
+ *
+ * How it is counted:
+ *  - A ticket is RAISED when created. It is RESOLVED, CLOSED, REOPENED or CANCELLED
+ *    when its status history says it moved there - a reopen clears the ticket's own
+ *    resolvedAt, so the history is the only record of the earlier resolution.
+ *  - Time to resolve runs from raising to the FIRST time the ticket was resolved or
+ *    closed, for tickets first settled in the period: it measures the original
+ *    request and does not move when a ticket is reopened.
+ *  - SLA compliance counts SETTLED clocks only (met or breached); a running clock is
+ *    neither. Breach alerts are the monitor's breach events in the period - a ticket
+ *    whose deadline later moved (waiting on the customer, a reopen) can be breached
+ *    once and still end up met.
+ */
+/** How the period is cut into points for the charts. Chosen by the service from the length of the period. */
+export type SupportAnalyticsBucket = 'hour' | 'day' | 'week' | 'month';
+export interface SupportAnalyticsRange {
+    /** Inclusive, ISO 8601. The first ticket or feedback when the period asked for was "forever". */
+    from: string;
+    /** Exclusive, ISO 8601. */
+    to: string;
+    bucket: SupportAnalyticsBucket;
+    /** IANA time zone the buckets and the hour-of-week grid are cut in. */
+    timeZone: string;
+}
+/** A count by a key (a status, a channel, a reason), largest first unless the section says otherwise. */
+export interface SupportAnalyticsCount<K extends string = string> {
+    key: K;
+    count: number;
+}
+/** Median and 90th percentile of one duration, in seconds; null when nothing was measured. */
+export interface SupportAnalyticsDuration {
+    median: number | null;
+    p90: number | null;
+    /** How many were measured. */
+    count: number;
+}
+/** A configured thing tickets are grouped by - a category, a queue, a team - and how its tickets went. */
+export interface SupportAnalyticsGroupRow {
+    /** The category, queue or team id; null for tickets with none. */
+    id: string | null;
+    name: string | null;
+    /** Raised in the period. */
+    raised: number;
+    /** First settled (resolved or closed) in the period. */
+    resolved: number;
+    /** Open now, whenever raised. */
+    openNow: number;
+    medianSecondsToFirstResponse: number | null;
+    medianSecondsToResolve: number | null;
+    /** Raised in the period with a breached clock. */
+    breached: number;
+}
+/** Tickets: what came in, what was settled, and what is open now. */
+export interface SupportAnalyticsTickets {
+    raised: number;
+    /** Different customers who raised them. */
+    customers: number;
+    /** Raised by promoting a piece of customer feedback. */
+    fromFeedback: number;
+    /** Tickets resolved in the period (a status move to RESOLVED). */
+    resolved: number;
+    closed: number;
+    reopened: number;
+    cancelled: number;
+    /** Reopened / (resolved or closed) in the period, as a percentage. */
+    reopenRate: number | null;
+    /** Open at the start and at the end of the period (from the status history). */
+    backlogStart: number;
+    backlogEnd: number;
+    /** NOW, whatever the period. */
+    openNow: number;
+    unassignedNow: number;
+    waitingOnCustomerNow: number;
+    waitingOnInternalTeamNow: number;
+    /** Open, and nobody has answered yet. */
+    awaitingFirstResponseNow: number;
+    /** When the oldest open ticket was raised; null when nothing is open. */
+    oldestOpenAt: string | null;
+    /** Tickets raised in the period, by where they stand now - every status, in lifecycle order. */
+    byStatus: SupportAnalyticsCount[];
+    /** CRITICAL, URGENT, HIGH, NORMAL, LOW - in that order, zeros included. */
+    byPriority: SupportAnalyticsCount[];
+    byChannel: SupportAnalyticsCount[];
+    bySource: SupportAnalyticsCount[];
+    byCountry: SupportAnalyticsCount[];
+    /** The app it was raised from; NONE when not recorded. */
+    byApp: SupportAnalyticsCount[];
+    /** What the ticket is about (an incident, a payment...), each linked kind counted once per ticket. */
+    byRelatedType: SupportAnalyticsCount[];
+    /** The ten most used tags. */
+    byTag: SupportAnalyticsCount[];
+    byCategory: SupportAnalyticsGroupRow[];
+    byQueue: SupportAnalyticsGroupRow[];
+    byTeam: SupportAnalyticsGroupRow[];
+}
+/** How long each step took. */
+export interface SupportAnalyticsTimings {
+    /** Raised to the first assignment to an agent - tickets raised in the period. */
+    toAssign: SupportAnalyticsDuration;
+    /** Raised to the first reply - tickets raised in the period. */
+    toFirstResponse: SupportAnalyticsDuration;
+    /** Raised to first resolved or closed - tickets first settled in the period. */
+    toResolve: SupportAnalyticsDuration;
+    /** Time spent waiting on the customer (the SLA clock paused) - tickets first settled in the period that waited. */
+    waitingOnCustomer: SupportAnalyticsDuration;
+}
+/** One SLA clock over the tickets raised in the period. */
+export interface SupportAnalyticsSlaClock {
+    met: number;
+    breached: number;
+    /** On track, at risk or paused - not settled yet. */
+    running: number;
+    /** No policy applied. */
+    notApplicable: number;
+    /** met / (met + breached), as a percentage. */
+    rate: number | null;
+}
+/** The SLA by priority - tickets raised in the period. */
+export interface SupportAnalyticsSlaPriorityRow {
+    priority: string;
+    raised: number;
+    firstResponseMet: number;
+    firstResponseBreached: number;
+    resolutionMet: number;
+    resolutionBreached: number;
+    medianSecondsToFirstResponse: number | null;
+    medianSecondsToResolve: number | null;
+    /** The policy's targets, as applied to these tickets (average), in minutes as policies are written. */
+    firstResponseTargetMinutes: number | null;
+    resolutionTargetMinutes: number | null;
+}
+export interface SupportAnalyticsSla {
+    firstResponse: SupportAnalyticsSlaClock;
+    resolution: SupportAnalyticsSlaClock;
+    /** Breach alerts raised by the monitor in the period - first response and resolution. */
+    breachAlerts: number;
+    firstResponseBreachAlerts: number;
+    resolutionBreachAlerts: number;
+    /** Warnings raised in the period (a deadline close). */
+    warnings: number;
+    /** NOW: open tickets with a clock at risk, or already breached. */
+    atRiskNow: number;
+    breachedOpenNow: number;
+    byPriority: SupportAnalyticsSlaPriorityRow[];
+}
+/** The messages on tickets in the period. */
+export interface SupportAnalyticsConversation {
+    customerMessages: number;
+    agentReplies: number;
+    /** Of the agent replies, those written in the helpdesk (Zammad, Freshdesk) and synced in. */
+    repliesFromHelpdesk: number;
+    internalNotes: number;
+    /** System and status messages. */
+    systemMessages: number;
+    /** Agents who replied from Clarion (helpdesk agents have no Clarion account to count). */
+    agentsReplying: number;
+    /** Agent replies on the tickets first settled in the period, per ticket. */
+    repliesPerResolvedTicket: number | null;
+    /** Customer messages on those tickets, per ticket - the back-and-forth it took. */
+    customerMessagesPerResolvedTicket: number | null;
+}
+/** One agent's work. Agents are named, as on the desk's team report. */
+export interface SupportAnalyticsAgentRow {
+    agentUserId: number;
+    name: string | null;
+    /** Open and assigned to them now. */
+    openNow: number;
+    /** Tickets raised in the period that are assigned to them. */
+    raised: number;
+    /** Tickets assigned to them first settled in the period. */
+    resolved: number;
+    /** Replies they wrote in the period. */
+    replies: number;
+    medianSecondsToFirstResponse: number | null;
+    medianSecondsToResolve: number | null;
+    /** Their tickets raised in the period with a breached clock. */
+    breached: number;
+    /** Ratings left in the period on their tickets. */
+    ratings: number;
+    ratingAverage: number | null;
+}
+export interface SupportAnalyticsAgents {
+    /** Agents assigned anything open, or who settled, were given or replied to anything in the period. */
+    rows: SupportAnalyticsAgentRow[];
+    /** Assignments made in the period, and of those reassignments from one agent to another. */
+    assignments: number;
+    reassignments: number;
+}
+/** An open ticket, oldest first - for a supervisor to act on. No subject, no customer. */
+export interface SupportAnalyticsOpenTicketRow {
+    id: string;
+    ticketNumber: string;
+    organizationId: number;
+    status: string;
+    priority: string;
+    createdAt: string;
+    agentUserId: number | null;
+    agentName: string | null;
+    categoryName: string | null;
+    queueName: string | null;
+    firstResponseSlaState: string;
+    resolutionSlaState: string;
+    /** Nobody has replied yet. */
+    awaitingFirstResponse: boolean;
+}
+/** What customers thought of the help they got: the ratings left on resolved tickets. */
+export interface SupportAnalyticsSatisfaction {
+    ratings: number;
+    /** Out of 5. */
+    average: number | null;
+    /** Rated 4 or 5, as a percentage of ratings. */
+    csat: number | null;
+    /** 1 to 5, in that order. */
+    distribution: SupportAnalyticsCount[];
+    /** Ratings in the period / tickets first settled in the period, as a percentage. */
+    ratedShare: number | null;
+}
+/** Customer feedback - a separate domain from tickets. Support ratings are counted in `satisfaction`, not here. */
+export interface SupportAnalyticsFeedback {
+    received: number;
+    people: number;
+    /** Of those received in the period: reviewed, responded to, turned into a ticket, dismissed. */
+    reviewed: number;
+    responded: number;
+    converted: number;
+    dismissed: number;
+    /** Received to the desk's first response. */
+    toRespond: SupportAnalyticsDuration;
+    /** NOW: feedback nobody has dealt with (new or under review), whenever received. */
+    openNow: number;
+    byType: SupportAnalyticsCount[];
+    /** Every status, in workflow order, zeros included. */
+    byStatus: SupportAnalyticsCount[];
+    /** POSITIVE, NEUTRAL, NEGATIVE, UNKNOWN - in that order. */
+    bySentiment: SupportAnalyticsCount[];
+    byChannel: SupportAnalyticsCount[];
+    byPlatform: SupportAnalyticsCount[];
+    /** "app version" - the ten with most feedback. */
+    byAppVersion: SupportAnalyticsCount[];
+    /** Ratings of the SERVICE (not of support): how many, the average out of 5, and 1 to 5. */
+    serviceRatings: number;
+    serviceRatingAverage: number | null;
+    serviceRatingDistribution: SupportAnalyticsCount[];
+}
+/** One kind of helpdesk operation and how it went. */
+export interface SupportAnalyticsSyncOperationRow {
+    operation: string;
+    attempts: number;
+    succeeded: number;
+    failed: number;
+    deadLettered: number;
+    pending: number;
+}
+/**
+ * The helpdesk mirror (Zammad or Freshdesk). Per ORGANIZATION: the country picked does
+ * not narrow it, and a control centre sees its organization's.
+ */
+export interface SupportAnalyticsHelpdesk {
+    /** The helpdesks written to in the period. */
+    providers: SupportAnalyticsCount[];
+    /** Synchronizations queued in the period, by where they stand now. */
+    operations: number;
+    succeeded: number;
+    failed: number;
+    deadLettered: number;
+    pending: number;
+    /** Skipped or superseded by a later change - nothing to send. */
+    skipped: number;
+    /** succeeded / (succeeded + failed + dead-lettered). */
+    successRate: number | null;
+    /** Queued to sent, for those that succeeded. */
+    toSync: SupportAnalyticsDuration;
+    /** NOW: dead-lettered rows waiting for a person, and rows still to send - whenever queued. */
+    deadLetteredNow: number;
+    pendingNow: number;
+    /** NOW: tickets whose last mirror attempt failed. */
+    ticketsWithFailedSyncNow: number;
+    byOperation: SupportAnalyticsSyncOperationRow[];
+    failureReasons: SupportAnalyticsCount[];
+    /** Webhooks the helpdesk sent in the period, by what became of them. */
+    webhooks: number;
+    webhooksByStatus: SupportAnalyticsCount[];
+    medianWebhookMs: number | null;
+}
+/** One point on the charts: a bucket of the period. */
+export interface SupportAnalyticsPoint {
+    /** Local wall-clock start of the bucket, in `range.timeZone` (no offset). */
+    bucket: string;
+    raised: number;
+    resolved: number;
+    closed: number;
+    reopened: number;
+    cancelled: number;
+    /** Open at the END of the bucket. */
+    backlog: number;
+    breachAlerts: number;
+    /** Of the tickets raised in the bucket. */
+    medianSecondsToFirstResponse: number | null;
+    ratings: number;
+    ratingAverage: number | null;
+    feedback: number;
+}
+/** One hour of the week. Weekday 1 is Monday. */
+export interface SupportAnalyticsHeatCell {
+    weekday: number;
+    hour: number;
+    /** Tickets raised in it - when customers need help. */
+    raised: number;
+    /** Agent replies written in it - when the desk answers. */
+    replies: number;
+}
+/** The previous period of the same length, for the change on each headline figure. */
+export interface SupportAnalyticsPrevious {
+    from: string;
+    to: string;
+    raised: number;
+    resolved: number;
+    reopened: number;
+    breachAlerts: number;
+    medianSecondsToFirstResponse: number | null;
+    medianSecondsToResolve: number | null;
+    firstResponseRate: number | null;
+    resolutionRate: number | null;
+    ratings: number;
+    ratingAverage: number | null;
+    csat: number | null;
+    feedback: number;
+}
+/** A Super-Admin's view of every organization: one row each, busiest first. */
+export interface SupportAnalyticsOrganizationRow {
+    organizationId: number;
+    raised: number;
+    resolved: number;
+    openNow: number;
+    breachAlerts: number;
+    medianSecondsToFirstResponse: number | null;
+    firstResponseRate: number | null;
+    ratings: number;
+    ratingAverage: number | null;
+    feedback: number;
+}
+export interface SupportAnalytics {
+    /** Whose figures: one organization (and one control centre in it), or null for every organization. */
+    organizationId: number | null;
+    controlCentreId: number | null;
+    /** The one country the figures are narrowed to, or null for every country. */
+    countryCode: string | null;
+    range: SupportAnalyticsRange;
+    generatedAt: string;
+    previous: SupportAnalyticsPrevious | null;
+    /** Countries with tickets or feedback in scope, whatever country is chosen - for narrowing to one. */
+    countryOptions: SupportAnalyticsCount[];
+    tickets: SupportAnalyticsTickets;
+    timings: SupportAnalyticsTimings;
+    sla: SupportAnalyticsSla;
+    conversation: SupportAnalyticsConversation;
+    agents: SupportAnalyticsAgents;
+    /** The 25 oldest open tickets. */
+    oldestOpen: SupportAnalyticsOpenTicketRow[];
+    satisfaction: SupportAnalyticsSatisfaction;
+    feedback: SupportAnalyticsFeedback;
+    helpdesk: SupportAnalyticsHelpdesk;
+    timeline: SupportAnalyticsPoint[];
+    /** All 168 hours of the week, Monday first, zeros included. */
+    heatmap: SupportAnalyticsHeatCell[];
+    /** A Super-Admin looking at every organization only. */
+    byOrganization?: SupportAnalyticsOrganizationRow[];
+}
+/** What a dashboard asks: the period, one country - and, for a Super-Admin, whose figures. */
+export interface SupportAnalyticsQuery {
+    from?: string;
+    to?: string;
+    timeZone?: string;
+    organizationId?: number;
+    countryCode?: string;
+}

package/package.json

@@ -1,6 +1,6 @@
 {
   "name": "clarion-shared-types",
-  "version": "1.0.112",
+  "version": "1.0.113",
   "main": "dist/cjs/index.js",
   "module": "dist/esm/index.js",
   "types": "dist/types/index.d.ts",