WIP jordan

app/composables/useSupportTickets.ts

@@ -0,0 +1,184 @@
+/**
+ * Support Tickets — composable for queue state, filtering, CRUD, and mock routing.
+ * Persisted in localStorage via useLocalStorageRef.
+ */
+import { useLocalStorageRef } from '~/utils/useLocalStorageRef'
+import {
+  type SupportTicket,
+  type SupportTicketDetail,
+  type TicketMessage,
+  type TicketStatus,
+  type SupportChannel,
+  type RoutingTier,
+  type RoutedQueue,
+  type RoutingRule,
+  MOCK_SUPPORT_TICKETS,
+  MOCK_TICKET_DETAILS,
+  MOCK_ROUTING_RULES,
+} from '~/data/mock-support'
+
+interface SupportState {
+  tickets: SupportTicket[]
+  details: Record<string, SupportTicketDetail>
+  routingRules: RoutingRule[]
+}
+
+function buildDefaults(): SupportState {
+  return {
+    tickets: [...MOCK_SUPPORT_TICKETS],
+    details: { ...MOCK_TICKET_DETAILS },
+    routingRules: [...MOCK_ROUTING_RULES],
+  }
+}
+
+export function useSupportTickets() {
+  const state = useLocalStorageRef<SupportState>('policy-ui-support-tickets-v1', buildDefaults)
+
+  // ── Computed: filtered lists ──
+  const openTickets = computed(() => state.value.tickets.filter(t => t.status === 'open'))
+  const unresolvedCount = computed(() => state.value.tickets.filter(t => t.status !== 'resolved').length)
+  const breachedCount = computed(() => state.value.tickets.filter(t => t.slaPercent >= 100).length)
+  const unassignedCount = computed(() => state.value.tickets.filter(t => !t.assignedTo).length)
+  const openPoolCount = computed(() => state.value.tickets.filter(t => t.routedQueue === 'open_pool').length)
+  const inProgressCount = computed(() => state.value.tickets.filter(t => t.status === 'in_progress').length)
+
+  const kpis = computed(() => {
+    const all = state.value.tickets
+    const unresolved = all.filter(t => t.status !== 'resolved')
+    const avgDaysOpen = unresolved.length
+      ? Math.round(unresolved.reduce((sum, t) => sum + t.daysOpen, 0) / unresolved.length)
+      : 0
+    return {
+      total: all.length,
+      open: openTickets.value.length,
+      inProgress: inProgressCount.value,
+      breached: breachedCount.value,
+      avgDaysOpen,
+      unassigned: unassignedCount.value,
+      openPool: openPoolCount.value,
+    }
+  })
+
+  // ── CRUD ──
+  function updateStatus(ticketId: string, status: TicketStatus) {
+    const ticket = state.value.tickets.find(t => t.id === ticketId)
+    if (ticket) {
+      ticket.status = status
+      ticket.updatedAt = new Date().toISOString().slice(0, 10)
+    }
+    const detail = state.value.details[ticketId]
+    if (detail) {
+      detail.status = status
+      detail.updatedAt = new Date().toISOString().slice(0, 10)
+    }
+  }
+
+  function assignTicket(ticketId: string, agent: string) {
+    const ticket = state.value.tickets.find(t => t.id === ticketId)
+    if (ticket) {
+      ticket.assignedTo = agent
+      ticket.updatedAt = new Date().toISOString().slice(0, 10)
+    }
+    const detail = state.value.details[ticketId]
+    if (detail) {
+      detail.assignedTo = agent
+      detail.updatedAt = new Date().toISOString().slice(0, 10)
+      detail.messages.push({
+        id: `msg-${Date.now()}`,
+        type: 'system',
+        direction: 'internal',
+        from: 'Sistema',
+        to: null,
+        subject: null,
+        body: `Ticket asignado a ${agent}`,
+        timestamp: new Date().toISOString(),
+        aiDigest: null,
+      })
+    }
+  }
+
+  function addMessage(ticketId: string, message: Omit<TicketMessage, 'id' | 'timestamp'>) {
+    const detail = state.value.details[ticketId]
+    if (!detail) return
+    const msg: TicketMessage = {
+      ...message,
+      id: `msg-${Date.now()}`,
+      timestamp: new Date().toISOString(),
+    }
+    detail.messages.push(msg)
+    detail.messageCount = detail.messages.length
+    detail.updatedAt = new Date().toISOString().slice(0, 10)
+    detail.lastMessagePreview = msg.body.slice(0, 80)
+
+    // sync summary ticket
+    const ticket = state.value.tickets.find(t => t.id === ticketId)
+    if (ticket) {
+      ticket.messageCount = detail.messageCount
+      ticket.updatedAt = detail.updatedAt
+      ticket.lastMessagePreview = detail.lastMessagePreview
+    }
+  }
+
+  // ── Mock Routing ──
+  const routingKeywords: Record<RoutedQueue, string[]> = {
+    collections: ['pago', 'factura', 'cobro', 'recibo', 'transferencia', 'mora'],
+    claims: ['siniestro', 'accidente', 'robo', 'daño', 'choque', 'grúa', 'colisión'],
+    sales: ['cotización', 'seguro nuevo', 'precio', 'cuánto sale', 'cobertura'],
+    renewals: ['renovación', 'vencimiento', 'prórroga', 'vigencia'],
+    operations: ['endoso', 'certificado', 'modificar', 'cambio de beneficiario'],
+    open_pool: [],
+  }
+
+  function simulateRouting(channel: SupportChannel, body: string): { tier: RoutingTier; queue: RoutedQueue; confidence: number } {
+    const lower = body.toLowerCase()
+
+    // Tier 2: keyword matching
+    for (const [queue, keywords] of Object.entries(routingKeywords) as [RoutedQueue, string[]][]) {
+      if (!keywords.length) continue
+      const matched = keywords.filter(kw => lower.includes(kw))
+      if (matched.length > 0) {
+        const confidence = Math.min(0.95, 0.6 + matched.length * 0.1)
+        return { tier: 'tier2_rule', queue, confidence }
+      }
+    }
+
+    // Tier 3: no match → open pool
+    return { tier: 'tier3_open', queue: 'open_pool', confidence: 0.3 }
+  }
+
+  // ── Routing Rules CRUD ──
+  function toggleRule(ruleId: string) {
+    const rule = state.value.routingRules.find(r => r.id === ruleId)
+    if (rule) rule.enabled = !rule.enabled
+  }
+
+  function updateRule(ruleId: string, updates: Partial<RoutingRule>) {
+    const rule = state.value.routingRules.find(r => r.id === ruleId)
+    if (rule) Object.assign(rule, updates)
+  }
+
+  function getDetail(ticketId: string): SupportTicketDetail | undefined {
+    return state.value.details[ticketId]
+  }
+
+  return {
+    state,
+    // computed
+    openTickets,
+    unresolvedCount,
+    breachedCount,
+    unassignedCount,
+    openPoolCount,
+    inProgressCount,
+    kpis,
+    // CRUD
+    updateStatus,
+    assignTicket,
+    addMessage,
+    getDetail,
+    // routing
+    simulateRouting,
+    toggleRule,
+    updateRule,
+  }
+}