payservedb 8.2.1 → 8.2.2

package/index.js

@@ -230,6 +230,9 @@ const models = {
     AgentNotification: require("./src/models/agent_notifications"),
     TicketCategory: require("./src/models/tickets_category"),
     InspectionCategory: require("./src/models/inspection_category"),
+    AgentRole: require("./src/models/agent_roles"),
+    CustomerSatisfactionSurvey: require("./src/models/customer_satisfaction_survey"),
+    AgentDepartment: require("./src/models/agent_departments")
 };
 
 // Function to get models dynamically from a specific database connection

package/package.json

@@ -1,6 +1,6 @@
 {
   "name": "payservedb",
-  "version": "8.2.1",
+  "version": "8.2.2",
   "main": "index.js",
   "scripts": {
     "test": "echo \"Error: no test specified\" && exit 1"

package/src/models/agent_department.js

@@ -0,0 +1,59 @@
+const mongoose = require('mongoose');
+
+const agentDepartmentSchema = new mongoose.Schema({
+  name: {
+    type: String,
+    required: [true, 'Department name is required'],
+    trim: true,
+    maxlength: 100
+  },
+  code: {
+    type: String,
+    required: [true, 'Department code is required'],
+    trim: true,
+    uppercase: true,
+    maxlength: 20
+  },
+  description: {
+    type: String,
+    trim: true,
+    maxlength: 500
+  },
+  active: {
+    type: Boolean,
+    default: true
+  },
+  archived_at: {
+    type: Date
+  },
+  archived_by: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'User'
+  },
+  created_by: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'User',
+    required: true
+  },
+  updated_by: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'User'
+  },
+  created_at: {
+    type: Date,
+    default: Date.now
+  },
+  updated_at: {
+    type: Date,
+    default: Date.now
+  }
+}, {
+  timestamps: { createdAt: 'created_at', updatedAt: 'updated_at' }
+});
+
+// Compound index for unique department code per tenant (if needed)
+agentDepartmentSchema.index({ code: 1 }, { unique: true });
+agentDepartmentSchema.index({ name: 1 });
+agentDepartmentSchema.index({ active: 1 });
+
+module.exports = mongoose.model('AgentDepartment', agentDepartmentSchema);

package/src/models/agent_role.js

@@ -0,0 +1,77 @@
+const mongoose = require('mongoose');
+
+const agentRoleSchema = new mongoose.Schema({
+  name: {
+    type: String,
+    required: [true, 'Role name is required'],
+    trim: true,
+    maxlength: 100
+  },
+  code: {
+    type: String,
+    required: [true, 'Role code is required'],
+    trim: true,
+    lowercase: true,
+    maxlength: 50
+  },
+  description: {
+    type: String,
+    trim: true,
+    maxlength: 500
+  },
+  level: {
+    type: Number,
+    default: 1,
+    min: 1,
+    max: 10,
+    comment: 'Role hierarchy level (1=lowest, 10=highest)'
+  },
+  department: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'AgentDepartment',
+    required: false
+  },
+  permissions: [{
+    type: String,
+    trim: true
+  }],
+  active: {
+    type: Boolean,
+    default: true
+  },
+  archived_at: {
+    type: Date
+  },
+  archived_by: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'User'
+  },
+  created_by: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'User',
+    required: true
+  },
+  updated_by: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'User'
+  },
+  created_at: {
+    type: Date,
+    default: Date.now
+  },
+  updated_at: {
+    type: Date,
+    default: Date.now
+  }
+}, {
+  timestamps: { createdAt: 'created_at', updatedAt: 'updated_at' }
+});
+
+// Compound index for unique role code
+agentRoleSchema.index({ code: 1 }, { unique: true });
+agentRoleSchema.index({ name: 1 });
+agentRoleSchema.index({ active: 1 });
+agentRoleSchema.index({ level: 1 });
+agentRoleSchema.index({ department: 1 });
+
+module.exports = mongoose.model('AgentRole', agentRoleSchema);

package/src/models/agents.js

@@ -41,11 +41,12 @@ const agentSchema = new mongoose.Schema({
   },
   role: {
     type: String,
-    enum: ['call_center_agent', 'agent', 'team_leader', 'team_lead', 'technician', 'supervisor', 'manager'],
-    default: 'call_center_agent'
+    required: [true, 'Role is required'],
+    trim: true
   },
   department: {
     type: String,
+    required: [true, 'Department is required'],
     trim: true
   },
   team_id: {
@@ -58,9 +59,31 @@ const agentSchema = new mongoose.Schema({
   },
   status: {
     type: String,
-    enum: ['active', 'inactive', 'on_break', 'offline'],
+    enum: ['active', 'inactive', 'on_break', 'offline', 'suspended', 'terminated'],
     default: 'active'
   },
+  suspended_at: {
+    type: Date
+  },
+  suspended_by: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'User'
+  },
+  suspended_reason: {
+    type: String,
+    trim: true
+  },
+  terminated_at: {
+    type: Date
+  },
+  terminated_by: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'User'
+  },
+  terminated_reason: {
+    type: String,
+    trim: true
+  },
   is_available: {
     type: Boolean,
     default: false
@@ -83,6 +106,28 @@ const agentSchema = new mongoose.Schema({
     default: 0,
     min: 0
   },
+  permissions: {
+    type: mongoose.Schema.Types.Mixed,
+    default: {}
+  },
+  profile_image: {
+    type: String,
+    required: false,
+    default: null
+  },
+  role_history: [{
+    previous_role: String,
+    new_role: String,
+    changed_by: {
+      type: mongoose.Schema.Types.ObjectId,
+      ref: 'User'
+    },
+    changed_at: {
+      type: Date,
+      default: Date.now
+    },
+    reason: String
+  }],
   created_at: {
     type: Date,
     default: Date.now

package/src/models/customer_satisfaction_survey.js

@@ -0,0 +1,278 @@
+const mongoose = require('mongoose');
+
+const customerSatisfactionSurveySchema = new mongoose.Schema({
+  ticket_id: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'CustomerTicket',
+    required: true,
+    unique: true
+  },
+  ticket_number: {
+    type: String,
+    required: true
+  },
+  customer_id: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'Customer',
+    required: true
+  },
+  facility_id: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'Facility',
+    required: true
+  },
+  assigned_agent_id: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'User'
+  },
+  custom_caller: {
+    name: {
+      type: String,
+      trim: true,
+      comment: 'Name of the person who reported the ticket (if different from customer)'
+    },
+    phone: {
+      type: String,
+      trim: true,
+      comment: 'Phone number of the custom caller'
+    },
+    email: {
+      type: String,
+      trim: true,
+      comment: 'Email of the custom caller'
+    },
+    relationship: {
+      type: String,
+      trim: true,
+      comment: 'Relationship to customer (e.g., spouse, agent, caretaker)'
+    }
+  },
+  survey_token: {
+    type: String,
+    required: true,
+    unique: true,
+    index: true
+  },
+  // Survey Responses
+  overall_satisfaction: {
+    type: Number,
+    min: 1,
+    max: 5,
+    comment: 'Overall satisfaction rating (1-5 stars)'
+  },
+  resolution_quality: {
+    type: Number,
+    min: 1,
+    max: 5,
+    comment: 'Quality of resolution (1-5 stars)'
+  },
+  response_time_satisfaction: {
+    type: Number,
+    min: 1,
+    max: 5,
+    comment: 'Satisfaction with response time (1-5 stars)'
+  },
+  agent_professionalism: {
+    type: Number,
+    min: 1,
+    max: 5,
+    comment: 'Agent professionalism rating (1-5 stars)'
+  },
+  agent_knowledge: {
+    type: Number,
+    min: 1,
+    max: 5,
+    comment: 'Agent knowledge rating (1-5 stars)'
+  },
+  communication_clarity: {
+    type: Number,
+    min: 1,
+    max: 5,
+    comment: 'Communication clarity rating (1-5 stars)'
+  },
+  // NPS (Net Promoter Score)
+  would_recommend: {
+    type: Number,
+    min: 0,
+    max: 10,
+    comment: 'Likelihood to recommend (0-10 scale)'
+  },
+  // Open-ended feedback
+  positive_feedback: {
+    type: String,
+    maxlength: 1000,
+    comment: 'What did we do well?'
+  },
+  improvement_feedback: {
+    type: String,
+    maxlength: 1000,
+    comment: 'What could we improve?'
+  },
+  additional_comments: {
+    type: String,
+    maxlength: 2000
+  },
+  // Issue resolution
+  issue_fully_resolved: {
+    type: Boolean,
+    comment: 'Was the issue fully resolved?'
+  },
+  issue_resolution_details: {
+    type: String,
+    maxlength: 500,
+    comment: 'If not fully resolved, please explain'
+  },
+  // Metadata
+  status: {
+    type: String,
+    enum: ['pending', 'completed', 'expired'],
+    default: 'pending'
+  },
+  sent_at: {
+    type: Date,
+    default: Date.now
+  },
+  completed_at: {
+    type: Date
+  },
+  expired_at: {
+    type: Date,
+    comment: 'Survey expires 7 days after sending'
+  },
+  reminder_sent: {
+    type: Boolean,
+    default: false
+  },
+  reminder_sent_at: {
+    type: Date
+  },
+  ip_address: String,
+  user_agent: String,
+  response_time_seconds: {
+    type: Number,
+    comment: 'Time taken to complete survey in seconds'
+  },
+  created_at: {
+    type: Date,
+    default: Date.now
+  },
+  updated_at: {
+    type: Date,
+    default: Date.now
+  }
+}, {
+  timestamps: { createdAt: 'created_at', updatedAt: 'updated_at' }
+});
+
+// Indexes for performance
+customerSatisfactionSurveySchema.index({ survey_token: 1 });
+customerSatisfactionSurveySchema.index({ customer_id: 1, created_at: -1 });
+customerSatisfactionSurveySchema.index({ facility_id: 1, status: 1 });
+customerSatisfactionSurveySchema.index({ assigned_agent_id: 1, status: 1 });
+customerSatisfactionSurveySchema.index({ status: 1, expired_at: 1 });
+customerSatisfactionSurveySchema.index({ ticket_id: 1 });
+
+// Virtual for calculating NPS category
+customerSatisfactionSurveySchema.virtual('nps_category').get(function() {
+  if (this.would_recommend === null || this.would_recommend === undefined) {
+    return null;
+  }
+  if (this.would_recommend >= 9) return 'promoter';
+  if (this.would_recommend >= 7) return 'passive';
+  return 'detractor';
+});
+
+// Virtual for calculating average rating
+customerSatisfactionSurveySchema.virtual('average_rating').get(function() {
+  const ratings = [
+    this.overall_satisfaction,
+    this.resolution_quality,
+    this.response_time_satisfaction,
+    this.agent_professionalism,
+    this.agent_knowledge,
+    this.communication_clarity
+  ].filter(r => r !== null && r !== undefined);
+
+  if (ratings.length === 0) return null;
+  return (ratings.reduce((sum, r) => sum + r, 0) / ratings.length).toFixed(2);
+});
+
+// Method to check if survey is expired
+customerSatisfactionSurveySchema.methods.isExpired = function() {
+  return this.expired_at && new Date() > this.expired_at;
+};
+
+// Method to mark survey as completed
+customerSatisfactionSurveySchema.methods.markCompleted = function() {
+  this.status = 'completed';
+  this.completed_at = new Date();
+  return this.save();
+};
+
+// Static method to get analytics
+customerSatisfactionSurveySchema.statics.getAnalytics = async function(filters = {}) {
+  const match = { status: 'completed' };
+
+  if (filters.facility_id) match.facility_id = mongoose.Types.ObjectId(filters.facility_id);
+  if (filters.assigned_agent_id) match.assigned_agent_id = mongoose.Types.ObjectId(filters.assigned_agent_id);
+  if (filters.start_date) match.completed_at = { $gte: new Date(filters.start_date) };
+  if (filters.end_date) {
+    match.completed_at = match.completed_at || {};
+    match.completed_at.$lte = new Date(filters.end_date);
+  }
+
+  const analytics = await this.aggregate([
+    { $match: match },
+    {
+      $group: {
+        _id: null,
+        total_responses: { $sum: 1 },
+        avg_overall_satisfaction: { $avg: '$overall_satisfaction' },
+        avg_resolution_quality: { $avg: '$resolution_quality' },
+        avg_response_time_satisfaction: { $avg: '$response_time_satisfaction' },
+        avg_agent_professionalism: { $avg: '$agent_professionalism' },
+        avg_agent_knowledge: { $avg: '$agent_knowledge' },
+        avg_communication_clarity: { $avg: '$communication_clarity' },
+        avg_nps: { $avg: '$would_recommend' },
+        fully_resolved_count: {
+          $sum: { $cond: ['$issue_fully_resolved', 1, 0] }
+        },
+        promoters: {
+          $sum: { $cond: [{ $gte: ['$would_recommend', 9] }, 1, 0] }
+        },
+        passives: {
+          $sum: { $cond: [{ $and: [{ $gte: ['$would_recommend', 7] }, { $lt: ['$would_recommend', 9] }] }, 1, 0] }
+        },
+        detractors: {
+          $sum: { $cond: [{ $lt: ['$would_recommend', 7] }, 1, 0] }
+        }
+      }
+    }
+  ]);
+
+  if (analytics.length === 0) {
+    return {
+      total_responses: 0,
+      avg_overall_satisfaction: 0,
+      nps_score: 0
+    };
+  }
+
+  const result = analytics[0];
+  const total = result.total_responses;
+
+  // Calculate NPS score: (% Promoters - % Detractors)
+  const nps_score = total > 0
+    ? Math.round(((result.promoters - result.detractors) / total) * 100)
+    : 0;
+
+  return {
+    ...result,
+    nps_score,
+    resolution_rate: total > 0
+      ? Math.round((result.fully_resolved_count / total) * 100)
+      : 0
+  };
+};
+
+module.exports = mongoose.model('CustomerSatisfactionSurvey', customerSatisfactionSurveySchema);

package/src/models/customer_tickets.js

@@ -42,7 +42,7 @@ const customerTicketSchema = new mongoose.Schema({
   },
   status: {
     type: String,
-    enum: ['open', 'in_progress', 'pending_customer', 'escalated', 'resolved', 'closed', 'reopened'],
+    enum: ['open', 'in_progress', 'pending_customer', 'escalated', 'resolved', 'closed', 'reopened', 'archived'],
     default: 'open'
   },
   category_id: {
@@ -55,6 +55,39 @@ const customerTicketSchema = new mongoose.Schema({
     enum: ['portal', 'email', 'phone', 'chat', 'in_person', 'mobile_app'],
     default: 'portal'
   },
+  custom_caller: {
+    name: {
+      type: String,
+      trim: true
+    },
+    phone: {
+      type: String,
+      trim: true
+    },
+    email: {
+      type: String,
+      trim: true
+    },
+    relationship: {
+      type: String,
+      trim: true,
+      comment: 'Relationship to customer (e.g., spouse, agent, caretaker)'
+    }
+  },
+  survey_token: {
+    type: String,
+    unique: true,
+    sparse: true,
+    comment: 'Unique token for customer survey link'
+  },
+  survey_sent_at: {
+    type: Date,
+    comment: 'When the survey invitation was sent'
+  },
+  survey_completed_at: {
+    type: Date,
+    comment: 'When the customer completed the survey'
+  },
   sla_status: {
     type: String,
     enum: ['within_sla', 'approaching_breach', 'breached'],
@@ -131,6 +164,58 @@ const customerTicketSchema = new mongoose.Schema({
   closed_at: {
     type: Date
   },
+  escalated_at: {
+    type: Date
+  },
+  escalated_to: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'User'
+  },
+  escalation_reason: {
+    type: String
+  },
+  audit_log: [{
+    user_id: {
+      type: mongoose.Schema.Types.ObjectId,
+      ref: 'User'
+    },
+    user_name: String,
+    user_role: String,
+    action: {
+      type: String,
+      enum: [
+        'created', 'updated', 'status_changed', 'assigned', 'reassigned',
+        'escalated', 'auto_escalated', 'resolved', 'closed', 'reopened',
+        'category_changed', 'priority_changed', 'sla_updated',
+        'interaction_added', 'attachment_added', 'tag_added', 'tag_removed',
+        'customer_response', 'agent_note'
+      ]
+    },
+    field_changed: String,
+    old_value: mongoose.Schema.Types.Mixed,
+    new_value: mongoose.Schema.Types.Mixed,
+    description: String,
+    ip_address: String,
+    user_agent: String,
+    metadata: mongoose.Schema.Types.Mixed,
+    timestamp: {
+      type: Date,
+      default: Date.now
+    }
+  }],
+  activity_log: [{
+    agent_id: {
+      type: mongoose.Schema.Types.ObjectId,
+      ref: 'User'
+    },
+    action: String,
+    description: String,
+    metadata: mongoose.Schema.Types.Mixed,
+    timestamp: {
+      type: Date,
+      default: Date.now
+    }
+  }],
   created_at: {
     type: Date,
     default: Date.now

package/src/models/tickets_category.js

@@ -19,7 +19,7 @@ const ticketCategorySchema = new mongoose.Schema({
     enum: ['low', 'medium', 'high', 'urgent', 'critical'],
     default: 'medium'
   },
-  sla_hours: {
+  sla_minutes: {
     type: Number,
     required: true,
     min: 1
@@ -33,6 +33,17 @@ const ticketCategorySchema = new mongoose.Schema({
     type: Boolean,
     default: true
   },
+  active: {
+    type: Boolean,
+    default: true
+  },
+  archived_at: {
+    type: Date
+  },
+  archived_by: {
+    type: mongoose.Schema.Types.ObjectId,
+    ref: 'User'
+  },
   created_by: {
     type: mongoose.Schema.Types.ObjectId,
     ref: 'User',