untrap-mcp 0.1.0

package/dist/tools/ai/explain-experience.js

@@ -0,0 +1,62 @@
+import { queryRLS } from "../../db/gateway-client.js";
+import { chatCompletion } from "../../db/azure-openai.js";
+export async function explainExperienceScore(mspId, params) {
+    const [metrics, sentiment, slaBreaches] = await Promise.all([
+        queryRLS(`SELECT company_name, ticket_count, avg_response_minutes, avg_resolution_minutes,
+              avg_sentiment_score, health_score, total_cost, sla_breach_count
+       FROM analytics.client_experience_chat_mv
+       WHERE msp_id = $1 AND LOWER(company_name) = LOWER($2)
+         AND period_start >= CURRENT_DATE - INTERVAL '90 days'
+       ORDER BY period_start DESC
+       LIMIT 1`, [mspId, params.clientName], mspId),
+        queryRLS(`SELECT AVG(sentiment_score)::numeric as avg_sentiment,
+              COUNT(*) FILTER (WHERE sentiment_score < -0.3)::int as negative_notes,
+              COUNT(*)::int as total_notes
+       FROM ticket_notes_sentiment tns
+       JOIN ticket_lifecycle tl ON tl.msp_id = tns.msp_id AND tl.ticket_id = tns.ticket_id
+       WHERE tns.msp_id = $1 AND LOWER(tl.company_name) = LOWER($2)
+         AND tl.responded_date >= CURRENT_DATE - INTERVAL '90 days'`, [mspId, params.clientName], mspId),
+        queryRLS(`SELECT COUNT(*)::int as breach_count,
+              AVG(resolution_minutes)::numeric as avg_breach_resolution_min
+       FROM ticket_lifecycle
+       WHERE msp_id = $1 AND LOWER(company_name) = LOWER($2)
+         AND sla_status = 'breached'
+         AND responded_date >= CURRENT_DATE - INTERVAL '90 days'`, [mspId, params.clientName], mspId),
+    ]);
+    if (metrics.length === 0) {
+        return { found: false, message: `No data found for client "${params.clientName}"` };
+    }
+    const m = metrics[0];
+    const s = sentiment[0] ?? {};
+    const b = slaBreaches[0] ?? {};
+    const result = await chatCompletion({
+        messages: [
+            {
+                role: "system",
+                content: `You are an MSP client experience analyst. Break down what's driving a client's experience score. Return JSON with "score" (0-100), "breakdown" (object with sentiment, documentation, resolution_time, response_speed, consistency each 0-100), and "explanation" (2-3 paragraph narrative). Only return valid JSON.`,
+            },
+            {
+                role: "user",
+                content: `Client: ${params.clientName}
+Health score: ${m.health_score}
+Tickets (90d): ${m.ticket_count}
+Avg response: ${m.avg_response_minutes} min
+Avg resolution: ${m.avg_resolution_minutes} min
+Avg sentiment: ${s.avg_sentiment} (${s.negative_notes} negative out of ${s.total_notes} notes)
+SLA breaches: ${b.breach_count} (avg ${b.avg_breach_resolution_min} min to resolve)
+Total cost: $${m.total_cost}
+
+What's driving this client's experience score? Break it down.`,
+            },
+        ],
+        maxTokens: 600,
+        temperature: 0.6,
+    });
+    try {
+        return { found: true, ...JSON.parse(result.content) };
+    }
+    catch {
+        return { found: true, score: m.health_score, explanation: result.content };
+    }
+}
+//# sourceMappingURL=explain-experience.js.map

package/dist/tools/ai/explain-experience.js.map

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package/dist/tools/ai/explain-sla.d.ts

@@ -0,0 +1,9 @@
+interface ExplainSlaParams {
+    ticketId: number;
+}
+export declare function explainSlaVariance(mspId: string, params: ExplainSlaParams): Promise<{
+    explanation: any;
+    factors: any;
+}>;
+export {};
+//# sourceMappingURL=explain-sla.d.ts.map

package/dist/tools/ai/explain-sla.d.ts.map

@@ -0,0 +1 @@
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package/dist/tools/ai/explain-sla.js

@@ -0,0 +1,57 @@
+import { queryRLS } from "../../db/gateway-client.js";
+import { chatCompletion } from "../../db/azure-openai.js";
+export async function explainSlaVariance(mspId, params) {
+    const [ticket, timeEntries] = await Promise.all([
+        queryRLS(`SELECT ticket_id, summary, priority_name, owner_name, company_name,
+              board_name, status, response_minutes, resolution_minutes,
+              sla_status, entered_date::text, responded_date::text, closed_date::text
+       FROM ticket_lifecycle
+       WHERE msp_id = $1 AND ticket_id = $2`, [mspId, params.ticketId], mspId),
+        queryRLS(`SELECT member_name, actual_hours, date_worked::text, notes_text
+       FROM time_entries
+       WHERE msp_id = $1 AND ticket_id = $2
+       ORDER BY date_worked ASC`, [mspId, params.ticketId], mspId),
+    ]);
+    if (ticket.length === 0) {
+        return { explanation: "Ticket not found.", factors: [] };
+    }
+    const t = ticket[0];
+    const timeLog = timeEntries
+        .map((te) => `${te.date_worked}: ${te.member_name} (${te.actual_hours}h) - ${te.notes_text?.substring(0, 100) || "no notes"}`)
+        .join("\n");
+    const result = await chatCompletion({
+        messages: [
+            {
+                role: "system",
+                content: `You are an MSP SLA analyst. Explain why a ticket missed its SLA target. Return a JSON object with "explanation" (2-3 sentences) and "factors" (array of strings naming specific delay causes). Only return valid JSON.`,
+            },
+            {
+                role: "user",
+                content: `Ticket #${t.ticket_id}: "${t.summary}"
+Priority: ${t.priority_name}, Status: ${t.status}, SLA: ${t.sla_status}
+Client: ${t.company_name}, Board: ${t.board_name}
+Entered: ${t.entered_date}, Responded: ${t.responded_date}, Closed: ${t.closed_date}
+Response time: ${t.response_minutes} min, Resolution time: ${t.resolution_minutes} min
+Technician: ${t.owner_name}
+
+Time log:
+${timeLog || "No time entries"}
+
+Why did this ticket miss SLA?`,
+            },
+        ],
+        maxTokens: 400,
+        temperature: 0.5,
+    });
+    try {
+        const parsed = JSON.parse(result.content);
+        return {
+            explanation: parsed.explanation || result.content,
+            factors: parsed.factors || [],
+        };
+    }
+    catch {
+        return { explanation: result.content, factors: [] };
+    }
+}
+//# sourceMappingURL=explain-sla.js.map

package/dist/tools/ai/explain-sla.js.map

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package/dist/tools/ai/kb-search.d.ts

@@ -0,0 +1,17 @@
+interface KBSearchParams {
+    query: string;
+}
+export declare function searchKnowledgeBase(mspId: string, params: KBSearchParams): Promise<{
+    query: string;
+    results_count: number;
+    articles: {
+        id: unknown;
+        title: unknown;
+        content: string;
+        keywords: unknown;
+        source_tickets: unknown;
+        updated_at: unknown;
+    }[];
+}>;
+export {};
+//# sourceMappingURL=kb-search.d.ts.map

package/dist/tools/ai/kb-search.d.ts.map

@@ -0,0 +1 @@
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package/dist/tools/ai/kb-search.js

@@ -0,0 +1,28 @@
+import { queryRLS } from "../../db/gateway-client.js";
+export async function searchKnowledgeBase(mspId, params) {
+    // Search by keyword match across title, content, and keywords
+    const articles = await queryRLS(`SELECT id, title, content_md, keywords, source_ticket_ids,
+            created_at::text, updated_at::text
+     FROM kb_articles
+     WHERE msp_id = $1
+       AND (
+         LOWER(title) LIKE '%' || LOWER($2) || '%'
+         OR LOWER(content_md) LIKE '%' || LOWER($2) || '%'
+         OR LOWER(keywords::text) LIKE '%' || LOWER($2) || '%'
+       )
+     ORDER BY updated_at DESC
+     LIMIT 10`, [mspId, params.query], mspId);
+    return {
+        query: params.query,
+        results_count: articles.length,
+        articles: articles.map((a) => ({
+            id: a.id,
+            title: a.title,
+            content: a.content_md?.substring(0, 500),
+            keywords: a.keywords,
+            source_tickets: a.source_ticket_ids,
+            updated_at: a.updated_at,
+        })),
+    };
+}
+//# sourceMappingURL=kb-search.js.map

package/dist/tools/ai/kb-search.js.map

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package/dist/tools/ai/root-causes.d.ts

@@ -0,0 +1,21 @@
+interface RootCauseParams {
+    fromDate?: string;
+    toDate?: string;
+    category?: string;
+}
+export declare function analyzeRootCauses(mspId: string, params: RootCauseParams): Promise<{
+    breakdown: never[];
+    ai_analysis: string;
+    period?: undefined;
+} | {
+    breakdown: {
+        percentage: number;
+    }[];
+    period: {
+        from: string;
+        to: string;
+    };
+    ai_analysis: string;
+}>;
+export {};
+//# sourceMappingURL=root-causes.d.ts.map

package/dist/tools/ai/root-causes.d.ts.map

@@ -0,0 +1 @@
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package/dist/tools/ai/root-causes.js

@@ -0,0 +1,54 @@
+import { queryRLS } from "../../db/gateway-client.js";
+import { chatCompletion } from "../../db/azure-openai.js";
+export async function analyzeRootCauses(mspId, params) {
+    const fromDate = params.fromDate ?? new Date(Date.now() - 90 * 86400000).toISOString().split("T")[0];
+    const toDate = params.toDate ?? new Date().toISOString().split("T")[0];
+    let categoryFilter = "";
+    const queryParams = [mspId];
+    if (params.category) {
+        categoryFilter = ` AND LOWER(rc.root_cause_category) = LOWER($2)`;
+        queryParams.push(params.category);
+    }
+    const rawBreakdown = await queryRLS(`SELECT rc.root_cause_category as category,
+            COUNT(*)::int as count
+     FROM root_cause_ticket_classifier rc
+     WHERE rc.msp_id = $1
+       AND rc.root_cause_category IS NOT NULL
+       ${categoryFilter}
+     GROUP BY rc.root_cause_category
+     ORDER BY count DESC
+     LIMIT 15`, queryParams, mspId);
+    const total = rawBreakdown.reduce((sum, r) => sum + Number(r.count), 0);
+    const breakdown = rawBreakdown.map((r) => ({
+        ...r,
+        percentage: total > 0 ? Math.round((Number(r.count) / total) * 1000) / 10 : 0,
+    }));
+    if (breakdown.length === 0) {
+        return { breakdown: [], ai_analysis: "No root cause data available for this period." };
+    }
+    // Get AI analysis of the top categories
+    const topCategories = breakdown
+        .slice(0, 5)
+        .map((b) => `${b.category}: ${b.count} tickets (${b.percentage}%)`)
+        .join("\n");
+    const result = await chatCompletion({
+        messages: [
+            {
+                role: "system",
+                content: `You are an MSP operations consultant. Analyze the root cause breakdown and provide actionable recommendations. For each top category: explain what's likely causing it, the business impact, and one specific action to reduce it. Keep it under 200 words total.`,
+            },
+            {
+                role: "user",
+                content: `Root cause breakdown (${fromDate} to ${toDate}):\n${topCategories}\n\nAnalyze these patterns and recommend actions.`,
+            },
+        ],
+        maxTokens: 400,
+        temperature: 0.6,
+    });
+    return {
+        breakdown,
+        period: { from: fromDate, to: toDate },
+        ai_analysis: result.content,
+    };
+}
+//# sourceMappingURL=root-causes.js.map

package/dist/tools/ai/root-causes.js.map

@@ -0,0 +1 @@
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package/dist/tools/ai/similar-tickets.d.ts

@@ -0,0 +1,21 @@
+interface SimilarParams {
+    ticketId: number;
+    limit?: number;
+}
+export declare function findSimilarTickets(mspId: string, params: SimilarParams): Promise<{
+    found: boolean;
+    message: string;
+    source_ticket?: undefined;
+    source_summary?: undefined;
+    similar?: undefined;
+} | {
+    found: boolean;
+    source_ticket: number;
+    source_summary: string;
+    similar: {
+        similarity_score: number;
+    }[];
+    message?: undefined;
+}>;
+export {};
+//# sourceMappingURL=similar-tickets.d.ts.map

package/dist/tools/ai/similar-tickets.d.ts.map

@@ -0,0 +1 @@
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package/dist/tools/ai/similar-tickets.js

@@ -0,0 +1,47 @@
+import { queryRLS } from "../../db/gateway-client.js";
+export async function findSimilarTickets(mspId, params) {
+    const limit = params.limit ?? 5;
+    // Get the source ticket's embedding
+    const source = await queryRLS(`SELECT problem_embedding, ai_summary
+     FROM ticket_embeddings
+     WHERE msp_id = $1 AND ticket_id = $2`, [mspId, params.ticketId], mspId);
+    if (source.length === 0 || !source[0].problem_embedding) {
+        return {
+            found: false,
+            message: `No embedding found for ticket #${params.ticketId}. The ticket may not have been processed by the AI pipeline yet.`,
+        };
+    }
+    // Find similar tickets using cosine similarity on problem_embedding
+    const similar = await queryRLS(`SELECT te.ticket_id,
+            1 - (te.problem_embedding <=> (
+              SELECT problem_embedding FROM ticket_embeddings
+              WHERE msp_id = $1 AND ticket_id = $2
+            )) as similarity_score,
+            te.ai_summary as problem_summary,
+            te.root_cause as root_cause,
+            te.ticket_classification as classification,
+            tl.company_name,
+            tl.owner_name,
+            tl.status,
+            tl.responded_date::text
+     FROM ticket_embeddings te
+     JOIN ticket_lifecycle tl ON tl.msp_id = te.msp_id AND tl.ticket_id = te.ticket_id
+     WHERE te.msp_id = $1
+       AND te.ticket_id != $2
+       AND te.problem_embedding IS NOT NULL
+     ORDER BY te.problem_embedding <=> (
+       SELECT problem_embedding FROM ticket_embeddings
+       WHERE msp_id = $1 AND ticket_id = $2
+     )
+     LIMIT $3`, [mspId, params.ticketId, limit], mspId);
+    return {
+        found: true,
+        source_ticket: params.ticketId,
+        source_summary: source[0].ai_summary,
+        similar: similar.map((s) => ({
+            ...s,
+            similarity_score: Math.round(Number(s.similarity_score) * 1000) / 1000,
+        })),
+    };
+}
+//# sourceMappingURL=similar-tickets.js.map

package/dist/tools/ai/similar-tickets.js.map

@@ -0,0 +1 @@
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package/dist/tools/ai/suggest-improvement.d.ts

@@ -0,0 +1,6 @@
+interface SuggestParams {
+    technicianName: string;
+}
+export declare function suggestTechnicianImprovement(mspId: string, params: SuggestParams): Promise<any>;
+export {};
+//# sourceMappingURL=suggest-improvement.d.ts.map

package/dist/tools/ai/suggest-improvement.d.ts.map

@@ -0,0 +1 @@
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package/dist/tools/ai/suggest-improvement.js

@@ -0,0 +1,75 @@
+import { queryRLS } from "../../db/gateway-client.js";
+import { chatCompletion } from "../../db/azure-openai.js";
+export async function suggestTechnicianImprovement(mspId, params) {
+    const [dqScore, recentNotes, profile] = await Promise.all([
+        queryRLS(`SELECT technician_name, quality_points, completeness_points,
+              accuracy_points, timeliness_points, detail_quality_points,
+              unique_tickets, total_notes, avg_note_length
+       FROM analytics.technician_dq_leaderboard_daily
+       WHERE msp_id = $1 AND LOWER(technician_name) = LOWER($2)
+       ORDER BY calculation_date DESC
+       LIMIT 1`, [mspId, params.technicianName], mspId),
+        queryRLS(`SELECT tns.text, tns.sentiment_score
+       FROM ticket_notes_sentiment tns
+       JOIN ticket_lifecycle tl ON tl.msp_id = tns.msp_id AND tl.ticket_id = tns.ticket_id
+       WHERE tns.msp_id = $1 AND LOWER(tl.owner_name) = LOWER($2)
+         AND tl.responded_date >= CURRENT_DATE - INTERVAL '30 days'
+       ORDER BY tns.created_at DESC
+       LIMIT 5`, [mspId, params.technicianName], mspId),
+        queryRLS(`SELECT technician_name, level, hourly_rate
+       FROM technicians
+       WHERE msp_id = $1 AND LOWER(technician_name) = LOWER($2)
+       LIMIT 1`, [mspId, params.technicianName], mspId),
+    ]);
+    if (dqScore.length === 0) {
+        return { found: false, message: `No performance data for "${params.technicianName}"` };
+    }
+    const dq = dqScore[0];
+    const sampleNotes = recentNotes
+        .map((n) => `- "${n.text?.substring(0, 150)}..." (sentiment: ${n.sentiment_score})`)
+        .join("\n");
+    const result = await chatCompletion({
+        messages: [
+            {
+                role: "system",
+                content: `You are an MSP service desk coach. Create a personalized coaching plan for a technician based on their documentation quality scores and sample notes. Return JSON with "strengths" (string[]), "improvement_areas" (string[]), "action_plan" (30-day coaching plan as string), and "example_transformations" (array of objects with "before" and "after" note examples). Only return valid JSON.`,
+            },
+            {
+                role: "user",
+                content: `Technician: ${dq.technician_name} (Level: ${profile[0]?.level || "unknown"})
+DQ Score: ${dq.quality_points}/100
+- Completeness: ${dq.completeness_points}
+- Accuracy: ${dq.accuracy_points}
+- Timeliness: ${dq.timeliness_points}
+- Detail Quality: ${dq.detail_quality_points}
+Tickets: ${dq.unique_tickets}, Notes: ${dq.total_notes}, Avg length: ${dq.avg_note_length} chars
+
+Recent note samples:
+${sampleNotes || "No recent notes available"}
+
+Create a coaching plan for this technician.`,
+            },
+        ],
+        maxTokens: 800,
+        temperature: 0.6,
+    });
+    try {
+        const parsed = JSON.parse(result.content);
+        return {
+            found: true,
+            current_score: dq.quality_points,
+            level: profile[0]?.level ?? null,
+            ...parsed,
+        };
+    }
+    catch {
+        return {
+            found: true,
+            current_score: dq.quality_points,
+            action_plan: result.content,
+            strengths: [],
+            improvement_areas: [],
+        };
+    }
+}
+//# sourceMappingURL=suggest-improvement.js.map

package/dist/tools/ai/suggest-improvement.js.map

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package/dist/tools/analytics/backlog.d.ts

@@ -0,0 +1,15 @@
+export declare function getBacklogPressure(mspId: string): Promise<{
+    by_priority: {
+        priority_name: string;
+        green: number;
+        yellow: number;
+        red: number;
+        total: number;
+    }[];
+    summary: {
+        total_open: number;
+        critical_aging: number;
+        pct_red: number;
+    };
+}>;
+//# sourceMappingURL=backlog.d.ts.map

package/dist/tools/analytics/backlog.d.ts.map

@@ -0,0 +1 @@
+{"version":3,"file":"backlog.d.ts","sourceRoot":"","sources":["../../../src/tools/analytics/backlog.ts"],"names":[],"mappings":"AAGA,wBAAsB,kBAAkB,CAAC,KAAK,EAAE,MAAM;;uBAkBjC,MAAM;eAAS,MAAM;gBAAU,MAAM;aAAO,MAAM;eAAS,MAAM;;;;;;;GA+BrF"}

package/dist/tools/analytics/backlog.js

@@ -0,0 +1,41 @@
+import { queryRLS } from "../../db/gateway-client.js";
+export async function getBacklogPressure(mspId) {
+    const rows = await queryRLS(`SELECT priority_name, age_bucket, ticket_count, ticket_ids
+     FROM analytics.backlog_pressure_daily
+     WHERE msp_id = $1
+       AND snapshot_date = (
+         SELECT MAX(snapshot_date)
+         FROM analytics.backlog_pressure_daily
+         WHERE msp_id = $1
+       )
+     ORDER BY priority_name, age_bucket`, [mspId], mspId);
+    // Pivot into per-priority summary
+    const byPriority = {};
+    for (const row of rows) {
+        if (!byPriority[row.priority_name]) {
+            byPriority[row.priority_name] = {
+                priority_name: row.priority_name,
+                green: 0,
+                yellow: 0,
+                red: 0,
+                total: 0,
+            };
+        }
+        const entry = byPriority[row.priority_name];
+        const count = Number(row.ticket_count) || 0;
+        entry[row.age_bucket] = count;
+        entry.total += count;
+    }
+    const priorities = Object.values(byPriority);
+    const totalOpen = priorities.reduce((sum, p) => sum + p.total, 0);
+    const totalRed = priorities.reduce((sum, p) => sum + p.red, 0);
+    return {
+        by_priority: priorities,
+        summary: {
+            total_open: totalOpen,
+            critical_aging: totalRed,
+            pct_red: totalOpen > 0 ? Math.round((totalRed / totalOpen) * 100) : 0,
+        },
+    };
+}
+//# sourceMappingURL=backlog.js.map

package/dist/tools/analytics/backlog.js.map

@@ -0,0 +1 @@
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package/dist/tools/analytics/billing.d.ts

@@ -0,0 +1,15 @@
+import type { BillingClassification } from "../../types/database.js";
+interface BillingParams {
+    fromDate?: string;
+    toDate?: string;
+}
+export declare function getBillingOpportunities(mspId: string, params: BillingParams): Promise<{
+    summary: {
+        total_tickets: number;
+        total_dollars: number;
+        avg_per_ticket: number;
+    };
+    tickets: BillingClassification[];
+}>;
+export {};
+//# sourceMappingURL=billing.d.ts.map

package/dist/tools/analytics/billing.d.ts.map

@@ -0,0 +1 @@
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package/dist/tools/analytics/billing.js

@@ -0,0 +1,24 @@
+import { queryRLS } from "../../db/gateway-client.js";
+export async function getBillingOpportunities(mspId, params) {
+    const fromDate = params.fromDate ?? new Date(Date.now() - 30 * 86400000).toISOString().split("T")[0];
+    const toDate = params.toDate ?? new Date().toISOString().split("T")[0];
+    const rows = await queryRLS(`SELECT bc.ticket_id, bc.company_name, bc.classification,
+            bc.billable_amount, bc.resolved_date::text
+     FROM agents.billing_classifications bc
+     WHERE bc.msp_id::uuid = $1::uuid
+       AND bc.classification = 'out_of_scope'
+       AND bc.resolved_date >= $2::date
+       AND bc.resolved_date <= $3::date
+       AND bc.billable_amount > 0
+     ORDER BY bc.billable_amount DESC`, [mspId, fromDate, toDate], mspId);
+    const totalDollars = rows.reduce((sum, r) => sum + (r.billable_amount || 0), 0);
+    return {
+        summary: {
+            total_tickets: rows.length,
+            total_dollars: Math.round(totalDollars * 100) / 100,
+            avg_per_ticket: rows.length > 0 ? Math.round((totalDollars / rows.length) * 100) / 100 : 0,
+        },
+        tickets: rows,
+    };
+}
+//# sourceMappingURL=billing.js.map

package/dist/tools/analytics/billing.js.map

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package/dist/tools/analytics/client-experience.d.ts

@@ -0,0 +1,32 @@
+interface ClientExpParams {
+    clientName: string;
+    daysBack?: number;
+}
+interface ClientExpRow {
+    company_name: string;
+    ticket_count: number;
+    avg_response_minutes: number;
+    avg_resolution_minutes: number;
+    avg_sentiment_score: number;
+    health_score: number;
+    total_cost: number;
+    sla_breach_count: number;
+}
+export declare function getClientExperience(mspId: string, params: ClientExpParams): Promise<{
+    found: boolean;
+    message: string;
+    metrics?: undefined;
+    top_patterns?: undefined;
+    days_analyzed?: undefined;
+} | {
+    found: boolean;
+    metrics: ClientExpRow;
+    top_patterns: {
+        pattern_name: string;
+        ticket_count: number;
+    }[];
+    days_analyzed: number;
+    message?: undefined;
+}>;
+export {};
+//# sourceMappingURL=client-experience.d.ts.map

package/dist/tools/analytics/client-experience.d.ts.map

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