payservedb 8.3.9 → 8.4.0

package/src/models/customer_satisfaction_survey.js

@@ -1,278 +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);
+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);