clarion-shared-types 1.0.112 → 1.0.114

package/dist/cjs/modules/chat/index.js

@@ -25,6 +25,7 @@ __exportStar(require("./interfaces/chat-conversation-with-participants"), export
 __exportStar(require("./interfaces/chat-message"), exports);
 __exportStar(require("./interfaces/chat-participant"), exports);
 __exportStar(require("./interfaces/chat-presence-info"), exports);
+__exportStar(require("./interfaces/chat-analytics"), exports);
 // constants
 __exportStar(require("./constants/chat-ws-events"), exports);
 __exportStar(require("./constants/chat-room-names"), exports);

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

@@ -1 +1 @@
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+{"version":3,"file":"index.js","sourceRoot":"","sources":["../../../../src/modules/chat/index.ts"],"names":[],"mappings":";;;;;;;;;;;;;;;;AAAA,QAAQ;AACR,wEAAsD;AACtD,sEAAoD;AACpD,iEAA+C;AAC/C,qEAAmD;AAEnD,aAAa;AACb,iEAA+C;AAC/C,mFAAiE;AACjE,4DAA0C;AAC1C,gEAA8C;AAC9C,kEAAgD;AAChD,8DAA4C;AAE5C,YAAY;AACZ,6DAA2C;AAC3C,8DAA4C"}

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

@@ -0,0 +1,35 @@
+"use strict";
+/**
+ * Chat analytics (the admin's Chat Analytics): how the conversations on Clarion went over
+ * a period - incident chats, Follow Me chats and direct chats - how much was written and
+ * by whom, and above all how quickly a member who wrote was answered.
+ *
+ * One read, computed by clarion-chat from one consistent snapshot, with who each person
+ * is from clarion-authentication. Counts, rates and durations only: never a message, a
+ * member's name or a trip's label. The only people named are STAFF - the control room,
+ * responders and administrators - as agents are on the support analytics.
+ *
+ * DURATIONS ARE IN SECONDS, like every analytics contract.
+ *
+ * How it is counted:
+ *  - A conversation belongs to the organization, control centre and country of the
+ *    person who STARTED it: the member who raised the SOS, the traveller on a Follow Me
+ *    trip, the administrator who opened a direct chat. clarion-chat keeps no organization
+ *    of its own. Everything written in a conversation is its organization's, whoever
+ *    wrote it - a guardian, or a responder from another organization.
+ *  - What a conversation is for (`ChatAnalyticsContext`): INCIDENT is an incident's chat,
+ *    including a Follow Me chat that an SOS adopted; FOLLOW_ME a trip's; DIRECT one person
+ *    to another; GROUP any other group.
+ *  - Who writes (`ChatAnalyticsSenderKind`), from the roles a person holds NOW: anybody
+ *    with a control-centre role is the CONTROL_ROOM, then RESPONDER, then ADMINISTRATOR
+ *    (organization roles, Super-Admin) - together, STAFF. Everybody else is a MEMBER: the
+ *    people the service is for, their guardians included. UNKNOWN is an account that no
+ *    longer exists. Whoever started an incident's or a Follow Me chat from the app is its
+ *    MEMBER there, whatever else they hold - staff raise SOSes too.
+ *  - A member's TURN starts with a member's message that opens a conversation or follows
+ *    a staff message. It is ANSWERED by the first staff message after it, and the wait is
+ *    the time between. Turns started in the period, answered whenever.
+ *  - System messages are counted on their own and never take part in a turn.
+ */
+Object.defineProperty(exports, "__esModule", { value: true });
+//# sourceMappingURL=chat-analytics.js.map

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

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

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

@@ -54,6 +54,9 @@ var PermissionActions;
     PermissionActions["READ_INCIDENT"] = "read:incident";
     PermissionActions["UPDATE_INCIDENT"] = "update:incident";
     PermissionActions["DELETE_INCIDENT"] = "delete:incident";
+    // Chat Analytics: how the chats went and how quickly members were answered - totals
+    // only. Held by exactly the roles that read the user analytics.
+    PermissionActions["READ_CHAT_ANALYTICS"] = "read:chat-analytics";
     PermissionActions["CREATE_INCIDENT_CATEGORY_TYPE"] = "create:incident-category-type";
     PermissionActions["READ_INCIDENT_CATEGORY_TYPE"] = "read:incident-category-type";
     PermissionActions["UPDATE_INCIDENT_CATEGORY_TYPE"] = "update:incident-category-type";
@@ -115,6 +118,9 @@ 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

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+{"version":3,"file":"permission-actions.enum.js","sourceRoot":"","sources":["../../../../../src/modules/permission/enums/permission-actions.enum.ts"],"names":[],"mappings":";;;AAAA,IAAY,iBAmSX;AAnSD,WAAY,iBAAiB;IACzB,uBAAuB;IACvB,gEAA2C,CAAA;IAC3C,4DAAuC,CAAA;IACvC,gEAA2C,CAAA;IAC3C,gEAA2C,CAAA;IAE3C,kBAAkB;IAClB,sDAAiC,CAAA;IACjC,kDAA6B,CAAA;IAC7B,sDAAiC,CAAA;IACjC,sDAAiC,CAAA;IACjC,wEAAwE;IACxE,mEAAmE;IACnE,oEAA+C,CAAA;IAC/C,0EAAqD,CAAA;IACrD,wEAAmD,CAAA;IACnD,wEAAmD,CAAA;IACnD,wEAAmD,CAAA;IACnD,2EAA2E;IAC3E,4EAA4E;IAC5E,qEAAqE;IACrE,uDAAuD;IACvD,wEAAmD,CAAA;IACnD,4EAAuD,CAAA;IACvD,+EAA+E;IAC/E,2EAA2E;IAC3E,6EAA6E;IAC7E,8EAA8E;IAC9E,2EAA2E;IAC3E,sEAAiD,CAAA;IAEjD,wBAAwB;IACxB,oEAA+C,CAAA;IAC/C,gEAA2C,CAAA;IAC3C,oEAA+C,CAAA;IAC/C,oEAA+C,CAAA;IAE/C,eAAe;IACf,gDAA2B,CAAA;IAC3B,4CAAuB,CAAA;IACvB,gDAA2B,CAAA;IAC3B,gDAA2B,CAAA;IAE3B,eAAe;IACf,gDAA2B,CAAA;IAC3B,4CAAuB,CAAA;IACvB,gDAA2B,CAAA;IAC3B,gDAA2B,CAAA;IAC3B,4GAA4G;IAC5G,gEAA2C,CAAA;IAE3C,mBAAmB;IACnB,wDAAmC,CAAA;IACnC,oDAA+B,CAAA;IAC/B,wDAAmC,CAAA;IACnC,wDAAmC,CAAA;IACnC,oFAAoF;IACpF,gEAAgE;IAChE,gEAA2C,CAAA;IAC3C,oFAA+D,CAAA;IAC/D,gFAA2D,CAAA;IAC3D,oFAA+D,CAAA;IAC/D,oFAA+D,CAAA;IAE/D,uBAAuB;IACvB,kEAA6C,CAAA;IAC7C,8DAAyC,CAAA;IACzC,kEAA6C,CAAA;IAC7C,kEAA6C,CAAA;IAE7C,4EAA4E;IAC5E,wEAAwE;IACxE,6EAA6E;IAC7E,qDAAqD;IACrD,gGAA2E,CAAA;IAC3E,4FAAuE,CAAA;IACvE,gGAA2E,CAAA;IAC3E,gGAA2E,CAAA;IAC3E,sFAAiE,CAAA;IACjE,kFAA6D,CAAA;IAC7D,sFAAiE,CAAA;IACjE,sFAAiE,CAAA;IACjE,sEAAiD,CAAA;IACjD,oEAA+C,CAAA;IAC/C,0EAAqD,CAAA;IACrD,8EAAyD,CAAA;IAEzD,kBAAkB;IAClB,EAAE;IACF,2EAA2E;IAC3E,0EAA0E;IAC1E,uEAAuE;IACvE,+BAA+B;IAC/B,oEAA+C,CAAA;IAC/C,gEAA2C,CAAA;IAC3C,oEAA+C,CAAA;IAC/C,oEAA+C,CAAA;IAC/C,kEAA6C,CAAA;IAC7C,gEAA2C,CAAA;IAC3C,kFAA6D,CAAA;IAC7D,sFAAiE,CAAA;IACjE,kEAA6C,CAAA;IAC7C,oEAA+C,CAAA;IAC/C,yEAAyE;IACzE,gEAA2C,CAAA;IAC3C;;;OAGG;IACH,8DAAyC,CAAA;IACzC,mFAAmF;IACnF,wEAAmD,CAAA;IACnD,oEAA+C,CAAA;IAC/C,gFAAgF;IAChF,sEAAiD,CAAA;IACjD,wEAAmD,CAAA;IACnD,0EAAqD,CAAA;IACrD,0EAAqD,CAAA;IACrD,kEAA6C,CAAA;IAC7C,gEAA2C,CAAA;IAC3C,8DAAyC,CAAA;IACzC,kFAA6D,CAAA;IAC7D,gEAA2C,CAAA;IAC3C,2EAA2E;IAC3E,mDAAmD;IACnD,sEAAiD,CAAA;IACjD,4DAAuC,CAAA;IACvC,gEAA2C,CAAA;IAE3C,uBAAuB;IACvB,0EAA0E;IAC1E,4EAA4E;IAC5E,kFAAkF;IAClF,8EAAyD,CAAA;IACzD,kFAA6D,CAAA;IAC7D,0FAAqE,CAAA;IACrE,sFAAiE,CAAA;IACjE,0FAAqE,CAAA;IACrE,0FAAqE,CAAA;IACrE,sFAAiE,CAAA;IACjE,kFAA6D,CAAA;IAC7D,sFAAiE,CAAA;IACjE,sFAAiE,CAAA;IACjE,2EAA2E;IAC3E,uEAAuE;IACvE,gFAA2D,CAAA;IAC3D,yFAAyF;IACzF,8EAAyD,CAAA;IACzD,yFAAyF;IACzF,kFAA6D,CAAA;IAE7D,gFAAgF;IAChF,gFAAgF;IAChF,kFAAkF;IAClF,kFAAkF;IAClF,8EAA8E;IAC9E,kFAAkF;IAClF,8DAAyC,CAAA;IACzC,0DAAqC,CAAA;IACrC,8DAAyC,CAAA;IACzC,8DAAyC,CAAA;IAEzC,oEAA+C,CAAA;IAC/C,gEAA2C,CAAA;IAC3C,oEAA+C,CAAA;IAC/C,oEAA+C,CAAA;IAE/C,wEAAmD,CAAA;IACnD,oEAA+C,CAAA;IAC/C,wEAAmD,CAAA;IACnD,wEAAmD,CAAA;IAEnD,sFAAiE,CAAA;IACjE,kFAA6D,CAAA;IAC7D,sFAAiE,CAAA;IACjE,sFAAiE,CAAA;IAEjE,0EAAqD,CAAA;IACrD,sEAAiD,CAAA;IACjD,0EAAqD,CAAA;IACrD,0EAAqD,CAAA;IAErD,0DAAqC,CAAA;IAErC,sDAAiC,CAAA;IACjC,kDAA6B,CAAA;IAC7B,4DAAuC,CAAA;IAEvC,kDAA6B,CAAA;IAC7B,8CAAyB,CAAA;IACzB,oDAA+B,CAAA;IAE/B,sDAAiC,CAAA;IACjC,kDAA6B,CAAA;IAE7B,sDAAiC,CAAA;IACjC,kDAA6B,CAAA;IAC7B,sDAAiC,CAAA;IACjC,0DAAqC,CAAA;IACrC,8DAAyC,CAAA;IACzC,sDAAiC,CAAA;IAEjC,8DAAyC,CAAA;IACzC,sDAAiC,CAAA;IACjC,kDAA6B,CAAA;IAE7B,8FAAyE,CAAA;IACzE,kFAA6D,CAAA;IAC7D,0GAAqF,CAAA;IACrF,sFAAiE,CAAA;IAEjE,4FAAuE,CAAA;IACvE,gFAA2D,CAAA;IAC3D,wGAAmF,CAAA;IACnF,oFAA+D,CAAA;IAE/D,8DAAyC,CAAA;IAEzC,4DAAuC,CAAA;IACvC,wDAAmC,CAAA;IACnC,wEAAmD,CAAA;IACnD,kEAA6C,CAAA;IAE7C,oEAA+C,CAAA;IAC/C,wEAAmD,CAAA;IACnD,8EAAyD,CAAA;IAEzD,wEAAmD,CAAA;IACnD,wFAAwF;IACxF,sEAAiD,CAAA;IAEjD,8DAAyC,CAAA;IACzC,gEAA2C,CAAA;IAC3C,kEAA6C,CAAA;IAE7C,iFAAiF;IACjF,2EAA2E;IAC3E,2EAA2E;IAC3E,kEAA6C,CAAA;IAC7C,8DAAyC,CAAA;IACzC,kEAA6C,CAAA;IAC7C,oEAA+C,CAAA;IAC/C,oEAA+C,CAAA;IAC/C,kEAA6C,CAAA;IAC7C,8DAAyC,CAAA;IACzC,kEAA6C,CAAA;IAC7C,4EAAuD,CAAA;IACvD,gFAAgF;IAChF,gFAAgF;IAChF,wEAAmD,CAAA;IAEnD,uBAAuB;IACvB,+EAA+E;IAC/E,mFAAmF;IACnF,4DAA4D;IAC5D,sFAAiE,CAAA;IACjE,kFAA6D,CAAA;IAC7D,sFAAiE,CAAA;IACjE,sFAAiE,CAAA;IACjE,kFAA6D,CAAA;IAC7D,4EAAuD,CAAA;IACvD,8EAAyD,CAAA;IACzD,8FAAyE,CAAA;IACzE,kGAA6E,CAAA;IAC7E,gFAA2D,CAAA;IAC3D,gFAAgF;IAChF,sFAAsF;IACtF,kFAA6D,CAAA;IAE7D,gFAAgF;IAChF,0EAA0E;IAC1E,gDAAgD;IAChD,0DAAqC,CAAA;IACrC,4DAAuC,CAAA;IACvC,8EAAyD,CAAA;IACzD,2EAA2E;IAC3E,oEAA+C,CAAA;IAC/C,iFAAiF;IACjF,4EAA4E;IAC5E,mEAAmE;IACnE,oDAA+B,CAAA;IAC/B,sDAAiC,CAAA;IACjC,wDAAmC,CAAA;IAEnC,4DAA4D;IAC5D,8DAAyC,CAAA;IACzC,wGAAwG;IACxG,4DAAuC,CAAA;IACvC,wGAAwG;IACxG,gEAA2C,CAAA;AAC/C,CAAC,EAnSW,iBAAiB,iCAAjB,iBAAiB,QAmS5B"}

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/chat/index.js

@@ -9,6 +9,7 @@ export * from './interfaces/chat-conversation-with-participants';
 export * from './interfaces/chat-message';
 export * from './interfaces/chat-participant';
 export * from './interfaces/chat-presence-info';
+export * from './interfaces/chat-analytics';
 // constants
 export * from './constants/chat-ws-events';
 export * from './constants/chat-room-names';

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

@@ -1 +1 @@
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+{"version":3,"file":"index.js","sourceRoot":"","sources":["../../../../src/modules/chat/index.ts"],"names":[],"mappings":"AAAA,QAAQ;AACR,cAAc,uCAAuC,CAAC;AACtD,cAAc,qCAAqC,CAAC;AACpD,cAAc,gCAAgC,CAAC;AAC/C,cAAc,oCAAoC,CAAC;AAEnD,aAAa;AACb,cAAc,gCAAgC,CAAC;AAC/C,cAAc,kDAAkD,CAAC;AACjE,cAAc,2BAA2B,CAAC;AAC1C,cAAc,+BAA+B,CAAC;AAC9C,cAAc,iCAAiC,CAAC;AAChD,cAAc,6BAA6B,CAAC;AAE5C,YAAY;AACZ,cAAc,4BAA4B,CAAC;AAC3C,cAAc,6BAA6B,CAAC"}

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

@@ -0,0 +1,34 @@
+/**
+ * Chat analytics (the admin's Chat Analytics): how the conversations on Clarion went over
+ * a period - incident chats, Follow Me chats and direct chats - how much was written and
+ * by whom, and above all how quickly a member who wrote was answered.
+ *
+ * One read, computed by clarion-chat from one consistent snapshot, with who each person
+ * is from clarion-authentication. Counts, rates and durations only: never a message, a
+ * member's name or a trip's label. The only people named are STAFF - the control room,
+ * responders and administrators - as agents are on the support analytics.
+ *
+ * DURATIONS ARE IN SECONDS, like every analytics contract.
+ *
+ * How it is counted:
+ *  - A conversation belongs to the organization, control centre and country of the
+ *    person who STARTED it: the member who raised the SOS, the traveller on a Follow Me
+ *    trip, the administrator who opened a direct chat. clarion-chat keeps no organization
+ *    of its own. Everything written in a conversation is its organization's, whoever
+ *    wrote it - a guardian, or a responder from another organization.
+ *  - What a conversation is for (`ChatAnalyticsContext`): INCIDENT is an incident's chat,
+ *    including a Follow Me chat that an SOS adopted; FOLLOW_ME a trip's; DIRECT one person
+ *    to another; GROUP any other group.
+ *  - Who writes (`ChatAnalyticsSenderKind`), from the roles a person holds NOW: anybody
+ *    with a control-centre role is the CONTROL_ROOM, then RESPONDER, then ADMINISTRATOR
+ *    (organization roles, Super-Admin) - together, STAFF. Everybody else is a MEMBER: the
+ *    people the service is for, their guardians included. UNKNOWN is an account that no
+ *    longer exists. Whoever started an incident's or a Follow Me chat from the app is its
+ *    MEMBER there, whatever else they hold - staff raise SOSes too.
+ *  - A member's TURN starts with a member's message that opens a conversation or follows
+ *    a staff message. It is ANSWERED by the first staff message after it, and the wait is
+ *    the time between. Turns started in the period, answered whenever.
+ *  - System messages are counted on their own and never take part in a turn.
+ */
+export {};
+//# sourceMappingURL=chat-analytics.js.map

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

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

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

@@ -51,6 +51,9 @@ export var PermissionActions;
     PermissionActions["READ_INCIDENT"] = "read:incident";
     PermissionActions["UPDATE_INCIDENT"] = "update:incident";
     PermissionActions["DELETE_INCIDENT"] = "delete:incident";
+    // Chat Analytics: how the chats went and how quickly members were answered - totals
+    // only. Held by exactly the roles that read the user analytics.
+    PermissionActions["READ_CHAT_ANALYTICS"] = "read:chat-analytics";
     PermissionActions["CREATE_INCIDENT_CATEGORY_TYPE"] = "create:incident-category-type";
     PermissionActions["READ_INCIDENT_CATEGORY_TYPE"] = "read:incident-category-type";
     PermissionActions["UPDATE_INCIDENT_CATEGORY_TYPE"] = "update:incident-category-type";
@@ -112,6 +115,9 @@ 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

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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/chat/index.d.ts

@@ -7,5 +7,6 @@ export * from './interfaces/chat-conversation-with-participants';
 export * from './interfaces/chat-message';
 export * from './interfaces/chat-participant';
 export * from './interfaces/chat-presence-info';
+export * from './interfaces/chat-analytics';
 export * from './constants/chat-ws-events';
 export * from './constants/chat-room-names';

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

@@ -0,0 +1,275 @@
+/**
+ * Chat analytics (the admin's Chat Analytics): how the conversations on Clarion went over
+ * a period - incident chats, Follow Me chats and direct chats - how much was written and
+ * by whom, and above all how quickly a member who wrote was answered.
+ *
+ * One read, computed by clarion-chat from one consistent snapshot, with who each person
+ * is from clarion-authentication. Counts, rates and durations only: never a message, a
+ * member's name or a trip's label. The only people named are STAFF - the control room,
+ * responders and administrators - as agents are on the support analytics.
+ *
+ * DURATIONS ARE IN SECONDS, like every analytics contract.
+ *
+ * How it is counted:
+ *  - A conversation belongs to the organization, control centre and country of the
+ *    person who STARTED it: the member who raised the SOS, the traveller on a Follow Me
+ *    trip, the administrator who opened a direct chat. clarion-chat keeps no organization
+ *    of its own. Everything written in a conversation is its organization's, whoever
+ *    wrote it - a guardian, or a responder from another organization.
+ *  - What a conversation is for (`ChatAnalyticsContext`): INCIDENT is an incident's chat,
+ *    including a Follow Me chat that an SOS adopted; FOLLOW_ME a trip's; DIRECT one person
+ *    to another; GROUP any other group.
+ *  - Who writes (`ChatAnalyticsSenderKind`), from the roles a person holds NOW: anybody
+ *    with a control-centre role is the CONTROL_ROOM, then RESPONDER, then ADMINISTRATOR
+ *    (organization roles, Super-Admin) - together, STAFF. Everybody else is a MEMBER: the
+ *    people the service is for, their guardians included. UNKNOWN is an account that no
+ *    longer exists. Whoever started an incident's or a Follow Me chat from the app is its
+ *    MEMBER there, whatever else they hold - staff raise SOSes too.
+ *  - A member's TURN starts with a member's message that opens a conversation or follows
+ *    a staff message. It is ANSWERED by the first staff message after it, and the wait is
+ *    the time between. Turns started in the period, answered whenever.
+ *  - System messages are counted on their own and never take part in a turn.
+ */
+/** How the period is cut into points for the charts. Chosen by the service from the length of the period. */
+export type ChatAnalyticsBucket = 'hour' | 'day' | 'week' | 'month';
+/** What a conversation is for. */
+export type ChatAnalyticsContext = 'INCIDENT' | 'FOLLOW_ME' | 'DIRECT' | 'GROUP';
+/** Who wrote a message: the three kinds of staff, a member, or an account that no longer exists. */
+export type ChatAnalyticsSenderKind = 'CONTROL_ROOM' | 'RESPONDER' | 'ADMINISTRATOR' | 'MEMBER' | 'UNKNOWN';
+export interface ChatAnalyticsRange {
+    /** Inclusive, ISO 8601. The first conversation when the period asked for was "forever". */
+    from: string;
+    /** Exclusive, ISO 8601. */
+    to: string;
+    bucket: ChatAnalyticsBucket;
+    /** IANA time zone the buckets and the hour-of-week grid are cut in. */
+    timeZone: string;
+}
+/** A count by a key (a context, a kind, a band), largest first unless the section says otherwise. */
+export interface ChatAnalyticsCount<K extends string = string> {
+    key: K;
+    count: number;
+}
+/** Median and 90th percentile of one duration, in seconds; null when nothing was measured. */
+export interface ChatAnalyticsDuration {
+    median: number | null;
+    p90: number | null;
+    /** How many were measured. */
+    count: number;
+}
+/** One kind of conversation and how it went in the period. */
+export interface ChatAnalyticsContextRow {
+    context: ChatAnalyticsContext;
+    /** Started in the period. */
+    started: number;
+    /** Of those, written in at least once (whenever). */
+    used: number;
+    /** Written in during the period, whenever started. */
+    active: number;
+    /** Messages written in the period, not counting system messages. */
+    messages: number;
+    memberMessages: number;
+    staffMessages: number;
+    /** Members' turns started in the period, and of those answered. */
+    turns: number;
+    answered: number;
+    /** answered / turns, as a percentage. */
+    replyRate: number | null;
+    medianSecondsToReply: number | null;
+}
+/** The conversations: what was started, what was used, and who was in them. */
+export interface ChatAnalyticsConversations {
+    /** Started in the period. */
+    started: number;
+    /** Of those, written in at least once (whenever) - and as a percentage. */
+    used: number;
+    usedRate: number | null;
+    /** Of those, a member AND staff both wrote in - a conversation rather than a notice. */
+    twoWay: number;
+    /** Written in during the period, whenever started. */
+    active: number;
+    /** People seated in the conversations started in the period, each counted once. */
+    people: number;
+    /** People per conversation started in the period. */
+    averageParticipants: number | null;
+    /**
+     * In the period, in any conversation in scope: people added AFTER it started (a
+     * responder assigned, a guardian added - not the people it started with), and seats
+     * given up (removed, or left).
+     */
+    joined: number;
+    left: number;
+    /** Start to the first message - conversations started in the period that were used. */
+    toFirstMessage: ChatAnalyticsDuration;
+    /** Start to the first staff message - conversations started in the period that staff wrote in. */
+    toFirstStaffMessage: ChatAnalyticsDuration;
+    /** INCIDENT, FOLLOW_ME, DIRECT, GROUP - in that order, zeros included. */
+    byContext: ChatAnalyticsContextRow[];
+    /** Conversations started in the period by how many people are in them now: 1, 2, 3, 4, 5, 6+ - in that order. */
+    bySize: ChatAnalyticsCount[];
+    /** Conversations started in the period, by the country of whoever started them. */
+    byCountry: ChatAnalyticsCount[];
+}
+/** The messages written in the period. */
+export interface ChatAnalyticsMessages {
+    /** Written by people (system messages are `system`). */
+    sent: number;
+    fromMembers: number;
+    fromStaff: number;
+    /** By accounts that no longer exist. */
+    fromUnknown: number;
+    system: number;
+    /** Removed in the period, whenever written. */
+    removed: number;
+    /** Different people who wrote. */
+    senders: number;
+    memberSenders: number;
+    staffSenders: number;
+    /** sent / active conversations. */
+    perActiveConversation: number | null;
+    /** CONTROL_ROOM, RESPONDER, ADMINISTRATOR, MEMBER, UNKNOWN - in that order, zeros included. */
+    bySenderKind: ChatAnalyticsCount<ChatAnalyticsSenderKind>[];
+    /** Characters, never the words. */
+    medianLength: number | null;
+    /** SHORT (under 20 characters), MEDIUM (20-79), LONG (80-279), VERY_LONG (280+) - in that order. */
+    byLength: ChatAnalyticsCount[];
+}
+/** How quickly members were answered. */
+export interface ChatAnalyticsReplies {
+    /** Members' turns started in the period. */
+    turns: number;
+    answered: number;
+    /** Never answered - the last word in that conversation is still the member's. */
+    unanswered: number;
+    /** answered / turns, as a percentage. */
+    replyRate: number | null;
+    /** The member's message to the first staff message after it - turns answered. */
+    toReply: ChatAnalyticsDuration;
+    /** Answered within a minute, 5 minutes, 15 minutes, an hour, later: UNDER_1M, 1-5M, 5-15M, 15-60M, OVER_1H - in that order. */
+    byWait: ChatAnalyticsCount[];
+    /** Answered within 5 minutes, as a percentage of turns. */
+    withinFiveMinutes: number | null;
+}
+/** One member of staff who wrote in the period. Staff are named; members never are. */
+export interface ChatAnalyticsStaffRow {
+    userId: number;
+    name: string | null;
+    kind: ChatAnalyticsSenderKind;
+    /** Messages they wrote in the period. */
+    messages: number;
+    /** Conversations they wrote in, in the period. */
+    conversations: number;
+    /** Members' turns started in the period that they were first to answer. */
+    replies: number;
+    medianSecondsToReply: number | null;
+}
+/** One conversation, for a table - never its messages, its members or its label. */
+export interface ChatAnalyticsConversationRow {
+    id: string;
+    context: ChatAnalyticsContext;
+    /** The incident it belongs to, for an incident's chat. */
+    incidentId: number | null;
+    organizationId: number | null;
+    startedAt: string;
+    /** People in it now. */
+    participants: number;
+    /** Written in the period. */
+    messages: number;
+    memberMessages: number;
+    staffMessages: number;
+    /** Its latest message, whenever. */
+    lastMessageAt: string | null;
+    /** Its members' turns started in the period, answered. */
+    medianSecondsToReply: number | null;
+    /** The last word is a member's, and nobody from staff has answered it. */
+    awaitingReply: boolean;
+    /** When that unanswered member's turn began; null when nothing is waiting. */
+    waitingSince: string | null;
+}
+/** One point on the charts: a bucket of the period. */
+export interface ChatAnalyticsPoint {
+    /** Local wall-clock start of the bucket, in `range.timeZone` (no offset). */
+    bucket: string;
+    /** Conversations started in the bucket, and of those incident chats. */
+    started: number;
+    incidentChats: number;
+    memberMessages: number;
+    staffMessages: number;
+    /** Conversations written in during the bucket. */
+    active: number;
+    /** Members' turns started in the bucket, and of those answered. */
+    turns: number;
+    answered: number;
+    medianSecondsToReply: number | null;
+}
+/** One hour of the week. Weekday 1 is Monday. */
+export interface ChatAnalyticsHeatCell {
+    weekday: number;
+    hour: number;
+    /** When members write. */
+    memberMessages: number;
+    /** When staff write. */
+    staffMessages: number;
+}
+/** The previous period of the same length, for the change on each headline figure. */
+export interface ChatAnalyticsPrevious {
+    from: string;
+    to: string;
+    started: number;
+    used: number;
+    active: number;
+    sent: number;
+    memberMessages: number;
+    staffMessages: number;
+    senders: number;
+    turns: number;
+    answered: number;
+    replyRate: number | null;
+    medianSecondsToReply: number | null;
+}
+/** A Super-Admin's view of every organization: one row each, busiest first. */
+export interface ChatAnalyticsOrganizationRow {
+    organizationId: number;
+    started: number;
+    active: number;
+    sent: number;
+    memberMessages: number;
+    staffMessages: number;
+    turns: number;
+    replyRate: number | null;
+    medianSecondsToReply: number | null;
+}
+export interface ChatAnalytics {
+    /** 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: ChatAnalyticsRange;
+    generatedAt: string;
+    previous: ChatAnalyticsPrevious | null;
+    /** Countries with conversations in scope, whatever country is chosen - for narrowing to one. */
+    countryOptions: ChatAnalyticsCount[];
+    conversations: ChatAnalyticsConversations;
+    messages: ChatAnalyticsMessages;
+    replies: ChatAnalyticsReplies;
+    /** Staff who wrote in the period, busiest first - at most 25. */
+    staff: ChatAnalyticsStaffRow[];
+    /** The 15 conversations most written in during the period. */
+    busiest: ChatAnalyticsConversationRow[];
+    /** Conversations written in during the period whose member is still waiting for an answer, latest first - at most 25. */
+    waiting: ChatAnalyticsConversationRow[];
+    timeline: ChatAnalyticsPoint[];
+    /** All 168 hours of the week, Monday first, zeros included. */
+    heatmap: ChatAnalyticsHeatCell[];
+    /** A Super-Admin looking at every organization only. */
+    byOrganization?: ChatAnalyticsOrganizationRow[];
+}
+/** What a dashboard asks: the period, one country - and, for a Super-Admin, whose figures. */
+export interface ChatAnalyticsQuery {
+    from?: string;
+    to?: string;
+    timeZone?: string;
+    organizationId?: number;
+    countryCode?: string;
+}

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

@@ -32,6 +32,7 @@ export declare enum PermissionActions {
     READ_INCIDENT = "read:incident",
     UPDATE_INCIDENT = "update:incident",
     DELETE_INCIDENT = "delete:incident",
+    READ_CHAT_ANALYTICS = "read:chat-analytics",
     CREATE_INCIDENT_CATEGORY_TYPE = "create:incident-category-type",
     READ_INCIDENT_CATEGORY_TYPE = "read:incident-category-type",
     UPDATE_INCIDENT_CATEGORY_TYPE = "update:incident-category-type",
@@ -82,6 +83,7 @@ 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

@@ -1,45 +1,45 @@
-{
-  "name": "clarion-shared-types",
-  "version": "1.0.112",
-  "main": "dist/cjs/index.js",
-  "module": "dist/esm/index.js",
-  "types": "dist/types/index.d.ts",
-  "exports": {
-    ".": {
-      "types": "./dist/types/index.d.ts",
-      "import": "./dist/esm/index.js",
-      "require": "./dist/cjs/index.js"
-    },
-    "./dist/modules/*": {
-      "types": "./dist/types/modules/*.d.ts",
-      "import": "./dist/esm/modules/*.js",
-      "require": "./dist/cjs/modules/*.js"
-    }
-  },
-  "files": [
-    "dist/**/*"
-  ],
-  "scripts": {
-    "clean": "rimraf dist dist-test",
-    "build:cjs": "tsc -p tsconfig.cjs.json",
-    "build:esm": "tsc -p tsconfig.esm.json",
-    "build:types": "tsc -p tsconfig.types.json",
-    "build": "npm run clean && npm run build:types && npm run build:cjs && npm run build:esm",
-    "prepublishOnly": "npm run build",
-    "pretest": "rimraf dist-test",
-    "test": "tsc -p tsconfig.spec.json && node --test \"dist-test/**/*.spec.js\""
-  },
-  "keywords": [],
-  "author": "vince_lawino",
-  "license": "ISC",
-  "description": "",
-  "publishConfig": {
-    "access": "public"
-  },
-  "devDependencies": {
-    "@types/geojson": "^7946.0.16",
-    "@types/node": "^20.11.2",
-    "rimraf": "^5.0.5",
-    "typescript": "^5.7.3"
-  }
-}
+{
+  "name": "clarion-shared-types",
+  "version": "1.0.114",
+  "main": "dist/cjs/index.js",
+  "module": "dist/esm/index.js",
+  "types": "dist/types/index.d.ts",
+  "exports": {
+    ".": {
+      "types": "./dist/types/index.d.ts",
+      "import": "./dist/esm/index.js",
+      "require": "./dist/cjs/index.js"
+    },
+    "./dist/modules/*": {
+      "types": "./dist/types/modules/*.d.ts",
+      "import": "./dist/esm/modules/*.js",
+      "require": "./dist/cjs/modules/*.js"
+    }
+  },
+  "files": [
+    "dist/**/*"
+  ],
+  "scripts": {
+    "clean": "rimraf dist dist-test",
+    "build:cjs": "tsc -p tsconfig.cjs.json",
+    "build:esm": "tsc -p tsconfig.esm.json",
+    "build:types": "tsc -p tsconfig.types.json",
+    "build": "npm run clean && npm run build:types && npm run build:cjs && npm run build:esm",
+    "prepublishOnly": "npm run build",
+    "pretest": "rimraf dist-test",
+    "test": "tsc -p tsconfig.spec.json && node --test \"dist-test/**/*.spec.js\""
+  },
+  "keywords": [],
+  "author": "vince_lawino",
+  "license": "ISC",
+  "description": "",
+  "publishConfig": {
+    "access": "public"
+  },
+  "devDependencies": {
+    "@types/geojson": "^7946.0.16",
+    "@types/node": "^20.11.2",
+    "rimraf": "^5.0.5",
+    "typescript": "^5.7.3"
+  }
+}