gochat/backend/internal/service/csat_metrics_service.go

package service

import (
	"context"
	"fmt"
	"time"

	"github.com/gochat/gochat/internal/automation"
	applogger "github.com/gochat/gochat/pkg/logger"
)

// CsatMetricsService provides dedicated CSAT metrics reporting with trend analysis
// and CSV export capability, separate from the core CsatSurveyService.
// Reference: Chatwoot CSAT Reports / csat_report — enterprise metrics + export
type CsatMetricsService struct {
	db automation.DBProvider
}

// NewCsatMetricsService creates a new CsatMetricsService.
func NewCsatMetricsService(db automation.DBProvider) *CsatMetricsService {
	return &CsatMetricsService{db: db}
}

// --- Response DTOs ---

// CsatMetricsReport holds the aggregated CSAT metrics report.
// Reference: Chatwoot GET csat_report — total responses, average rating, response rate, trend over time
type CsatMetricsReport struct {
	TotalResponses          int         `json:"total_responses"`
	TotalSentMessagesCount  int64       `json:"total_sent_messages_count"` // Chatwoot: count of messages with csat_survey content_type
	AverageRating           float64     `json:"average_rating"`
	ResponseRate            float64     `json:"response_rate"`
	Trend                   []TrendPoint `json:"trend"`
}

// TrendPoint represents a single day's CSAT metrics in a time-series trend.
type TrendPoint struct {
	Date           string  `json:"date"`
	AverageRating  float64 `json:"average_rating"`
	ResponseCount  int     `json:"response_count"`
}

// CsatMetricRow represents a single CSAT response row for CSV export.
type CsatMetricRow struct {
	ConversationID    string `csv:"conversation_id"`
	ContactID         string `csv:"contact_id"`
	AssignedAgentID   string `csv:"assigned_agent_id"`
	Rating            string `csv:"rating"`
	FeedbackMessage   string `csv:"feedback_message"`
	CreatedAt         string `csv:"created_at"`
}

// GetMetrics computes aggregated CSAT metrics for an account within a date range.
// It returns total responses, average rating, response rate (responses vs. resolved conversations),
// and a day-by-day trend of average ratings.
func (s *CsatMetricsService) GetMetrics(ctx context.Context, accountID uint, since, until *time.Time) (*CsatMetricsReport, error) {
	query := s.db.DB().WithContext(ctx).
		Where("account_id = ? AND deleted_at IS NULL", accountID)

	if since != nil {
		query = query.Where("created_at >= ?", *since)
	}
	if until != nil {
		query = query.Where("created_at <= ?", *until)
	}

	var responses []automation.CsatSurveyResponse
	if err := query.Find(&responses).Error; err != nil {
		applogger.L().Errorf("CsatMetricsService.GetMetrics: failed to query responses: %v", err)
		return nil, fmt.Errorf("failed to query csat responses: %w", err)
	}

	report := &CsatMetricsReport{
		TotalResponses: len(responses),
	}

	// Compute total_sent_messages_count: count of messages with content_type = "csat_survey"
	// that were sent (outgoing) within the date range for this account.
	// Reference: Chatwoot csat_report total_sent_messages_count
	var totalSent int64
	sentQuery := s.db.DB().WithContext(ctx).
		Table("messages").
		Where("account_id = ? AND content_type = ? AND message_type = ?", accountID, "csat_survey", "outgoing")
	if since != nil {
		sentQuery = sentQuery.Where("created_at >= ?", *since)
	}
	if until != nil {
		sentQuery = sentQuery.Where("created_at <= ?", *until)
	}
	sentQuery.Count(&totalSent)
	report.TotalSentMessagesCount = totalSent

	// Compute average rating
	totalRating := 0
	for _, r := range responses {
		if r.Rating >= 1 && r.Rating <= 5 {
			totalRating += r.Rating
		}
	}
	if report.TotalResponses > 0 {
		report.AverageRating = float64(totalRating) / float64(report.TotalResponses)
	}

	// Compute response rate: CSAT responses / total resolved conversations in period.
	// We count distinct conversation_ids with responses as numerator and
	// total resolved conversations as denominator.
	var totalResolved int64
	resolvedQuery := s.db.DB().WithContext(ctx).
		Table("conversations").
		Where("account_id = ? AND status = ?", accountID, "resolved")
	if since != nil {
		resolvedQuery = resolvedQuery.Where("updated_at >= ?", *since)
	}
	if until != nil {
		resolvedQuery = resolvedQuery.Where("updated_at <= ?", *until)
	}
	if err := resolvedQuery.Count(&totalResolved).Error; err != nil {
		applogger.L().Errorf("CsatMetricsService.GetMetrics: failed to count resolved conversations: %v", err)
		// Non-critical: set rate to 0 and continue
		totalResolved = 0
	}

	if totalResolved > 0 {
		report.ResponseRate = float64(report.TotalResponses) / float64(totalResolved) * 100
	} else if report.TotalResponses > 0 {
		// No resolved conversations found but responses exist — show 100% as fallback
		report.ResponseRate = 100
	}

	// Build day-by-day trend
	trendMap := map[string]*trendAccumulator{}
	for _, r := range responses {
		dayKey := r.CreatedAt.Format("2006-01-02")
		acc, exists := trendMap[dayKey]
		if !exists {
			acc = &trendAccumulator{}
			trendMap[dayKey] = acc
		}
		acc.totalRating += r.Rating
		acc.count++
	}

	// Sort trend by date
	var sortedDays []string
	for d := range trendMap {
		sortedDays = append(sortedDays, d)
	}
	// Simple sort — small dataset
	for i := 0; i < len(sortedDays); i++ {
		for j := i + 1; j < len(sortedDays); j++ {
			if sortedDays[i] > sortedDays[j] {
				sortedDays[i], sortedDays[j] = sortedDays[j], sortedDays[i]
			}
		}
	}

	report.Trend = make([]TrendPoint, 0, len(sortedDays))
	for _, day := range sortedDays {
		acc := trendMap[day]
		var avg float64
		if acc.count > 0 {
			avg = float64(acc.totalRating) / float64(acc.count)
		}
		report.Trend = append(report.Trend, TrendPoint{
			Date:          day,
			AverageRating: avg,
			ResponseCount: acc.count,
		})
	}

	return report, nil
}

// ExportCSV retrieves all CSAT response rows for an account within a date range,
// formatted as CsatMetricRow values suitable for CSV generation.
func (s *CsatMetricsService) ExportCSV(ctx context.Context, accountID uint, since, until *time.Time) ([]CsatMetricRow, error) {
	query := s.db.DB().WithContext(ctx).
		Where("account_id = ? AND deleted_at IS NULL", accountID)

	if since != nil {
		query = query.Where("created_at >= ?", *since)
	}
	if until != nil {
		query = query.Where("created_at <= ?", *until)
	}

	var responses []automation.CsatSurveyResponse
	if err := query.Order("created_at ASC").Find(&responses).Error; err != nil {
		applogger.L().Errorf("CsatMetricsService.ExportCSV: failed to query responses: %v", err)
		return nil, fmt.Errorf("failed to query csat responses for export: %w", err)
	}

	rows := make([]CsatMetricRow, 0, len(responses))
	for _, r := range responses {
		row := CsatMetricRow{
			ConversationID:  fmt.Sprintf("%d", r.ConversationID),
			ContactID:       fmt.Sprintf("%d", r.ContactID),
			Rating:          fmt.Sprintf("%d", r.Rating),
			FeedbackMessage: r.FeedbackMessage,
			CreatedAt:       r.CreatedAt.Format(time.RFC3339),
		}
		if r.AssignedAgentID != nil {
			row.AssignedAgentID = fmt.Sprintf("%d", *r.AssignedAgentID)
		}
		rows = append(rows, row)
	}

	return rows, nil
}

// trendAccumulator is an internal helper for computing daily averages.
type trendAccumulator struct {
	totalRating int
	count       int
}