# frozen_string_literal: true

# Tests the reporting/KPI engine against a synthetic Event stream with known answers.
# Run: ruby components/backend/test/test_reporting.rb

require_relative "../lib/helpdesk/reporting"

$pass = 0; $fail = 0
def ok(d); $pass += 1; puts "  ok  #{d}"; end
def bad(d, g = nil); $fail += 1; puts "  FAIL #{d}#{g.nil? ? '' : "  (#{g.inspect})"}"; end
def eq(a, b, d); a == b ? ok(d) : bad(d, a); end

def ev(id, op, dur, res, person:, at:, prior: nil, answered: true, camp: "T-Mobile jamt", channel: nil)
  { id: id, person_id: person, operator: op, campaign: camp, started_at: at,
    answered_at: (answered ? at : nil), duration_s: (answered ? dur : nil),
    resolution: res, prior_event_id: prior, channel: channel }
end

EVENTS = [
  ev(1, "tmobile",  120, "solved",   person: 1, at: "2026-07-06T09:00:00Z"),                       # first, solved, no callback → FCR+
  ev(2, "tmobile",   60, "solved",   person: 2, at: "2026-07-06T09:10:00Z"),                       # first, solved, BUT called back (e3) → FCR-
  ev(3, "tmobile",   90, "partial",  person: 2, at: "2026-07-07T10:00:00Z", prior: 2),             # repeat of e2 → RCR+
  ev(4, "vodafone",  30, "unsolved", person: 3, at: "2026-07-06T11:00:00Z", camp: "Vodafone jamt", channel: "whatsapp"),
  ev(5, "tmobile",    0, nil,        person: 4, at: "2026-07-06T12:00:00Z", answered: false),      # missed + untriaged
  ev(6, "tmobile",   45, "solved",   person: 5, at: "2026-07-06T13:00:00Z"),                       # first, solved, no callback → FCR+
]
FROM = "2026-07-06T00:00:00Z"; TO = "2026-07-08T00:00:00Z"

r = Helpdesk::Report.build(EVENTS, from: FROM, to: TO, retainer_czk: 200_000)

puts "volume"
eq(r[:calls_handled], 6, "6 calls in period")
eq(r[:answered], 5, "5 answered")
eq(r[:missed], 1, "1 missed")

puts "AHT (mean talk time over answered)"
eq(r[:aht_s], 69, "AHT = (120+60+90+30+45)/5 = 69s")

puts "FCR (internal method) + repeat-call rate"
eq(r[:fcr], 50.0, "FCR = 2 of 4 triaged first-calls solved-without-callback = 50%")
eq(r[:repeat_call_rate], 16.7, "RCR = 1 repeat of 6 = 16.7%")

puts "resolution breakdown"
eq(r[:resolution_breakdown], { "solved" => 3, "partial" => 1, "unsolved" => 1, "untriaged" => 1 }, "3/1/1/1")

puts "surcharges + retainer"
eq(r[:surcharges][:whatsapp][:count], 1, "one WhatsApp call")
eq(r[:surcharges][:whatsapp][:total_czk], 100, "+100 CZK surcharge")
eq(r[:retainer_czk], 200_000, "retainer passed through")

puts "per-operator rollup"
eq(r[:by_operator]["tmobile"][:calls_handled], 5, "tmobile handled 5")
eq(r[:by_operator]["vodafone"][:calls_handled], 1, "vodafone handled 1")
eq(r[:by_operator]["vodafone"][:resolution_breakdown]["unsolved"], 1, "vodafone: 1 unsolved")

puts "small-N suppression"
r2 = Helpdesk::Report.build(EVENTS.first(2), from: FROM, to: TO, min_n: 5)
eq(r2[:fcr], nil, "FCR suppressed below min_n")
eq(r2[:repeat_call_rate], nil, "RCR suppressed below min_n")

puts "operator filter"
r3 = Helpdesk::Report.build(EVENTS, from: FROM, to: TO, operator: "vodafone")
eq(r3[:calls_handled], 1, "filter to vodafone → 1 call")

puts "\n#{$pass} passed, #{$fail} failed"
exit($fail.zero? ? 0 : 1)