gochat/backend/internal/service/analytics_service.go

package service

import (
	"context"
	"time"

	"github.com/gochat/gochat/internal/model"
	"github.com/gochat/gochat/internal/repository"
	"github.com/gochat/gochat/internal/worker"
	applogger "github.com/gochat/gochat/pkg/logger"
	"gorm.io/gorm"
)

// AnalyticsService implements business logic for reporting/analytics.
// Reference: Chatwoot app/controllers/api/v1/reports_controller.rb
type AnalyticsService struct {
	eventRepo  *repository.ReportingEventRepo
	rollupRepo *repository.ReportingEventsRollupRepo
	db         *gorm.DB
	rollups    *ReportingRollupService
	worker     *worker.WorkerPool
}

func NewAnalyticsService(
	eventRepo *repository.ReportingEventRepo,
	rollupRepo *repository.ReportingEventsRollupRepo,
) *AnalyticsService {
	var db *gorm.DB
	if rollupRepo != nil {
		db = rollupRepo.DB()
	}
	if db == nil && eventRepo != nil {
		db = eventRepo.DB()
	}
	return &AnalyticsService{
		eventRepo:  eventRepo,
		rollupRepo: rollupRepo,
		db:         db,
		rollups:    NewReportingRollupService(eventRepo, rollupRepo),
	}
}

func (s *AnalyticsService) SetWorkerPool(wp *worker.WorkerPool) {
	s.worker = wp
	RegisterReportingRollupJobs(wp, s)
}

// --- Response DTOs ---

// MetricSummary holds aggregated metric data.
type MetricSummary struct {
	Metric               string  `json:"metric"`
	Count                int64   `json:"count"`
	AverageValue         float64 `json:"average_value"`
	AverageBusinessHours float64 `json:"average_business_hours"`
}

// SummaryResponse is the top-level reports/summary response.
type SummaryResponse struct {
	Metrics []MetricSummary `json:"metrics"`
}

// DimensionMetrics holds metrics grouped by a dimension (agent/inbox/team).
type DimensionMetrics struct {
	DimensionID   uint            `json:"dimension_id"`
	DimensionType string          `json:"dimension_type"`
	Metrics       []MetricSummary `json:"metrics"`
}

// ConversationTrafficPoint holds a single time-series point.
type ConversationTrafficPoint struct {
	Date  time.Time `json:"date"`
	Count int64     `json:"count"`
}

// ConversationMetrics holds real-time conversation counts.
// Reference: Chatwoot live_reports#conversation_metrics — { open, unattended, unassigned, pending }
type ConversationMetrics struct {
	OpenCount       int64 `json:"open"`
	UnattendedCount int64 `json:"unattended"`
	UnassignedCount int64 `json:"unassigned"`
	PendingCount    int64 `json:"pending"`
}

// ReportSummaryResponse is the Chatwoot v2 reports/summary payload.
// Reference: V2::Reports::Conversations::MetricBuilder#summary plus
// Api::V2::Accounts::ReportsController#build_summary.
type ReportSummaryResponse struct {
	ConversationsCount    int64                  `json:"conversations_count"`
	IncomingMessagesCount int64                  `json:"incoming_messages_count"`
	OutgoingMessagesCount int64                  `json:"outgoing_messages_count"`
	AvgFirstResponseTime  float64                `json:"avg_first_response_time"`
	AvgResolutionTime     float64                `json:"avg_resolution_time"`
	ResolutionsCount      int64                  `json:"resolutions_count"`
	ReplyTime             float64                `json:"reply_time"`
	Previous              *ReportSummaryResponse `json:"previous,omitempty"`
}

// GroupedConversationMetric holds conversation metrics grouped by team_id or assignee_id.
// Reference: Chatwoot live_reports#grouped_conversation_metrics
type GroupedConversationMetric struct {
	GroupID         uint  `json:"group_id"`
	OpenCount       int64 `json:"open"`
	UnattendedCount int64 `json:"unattended"`
	UnassignedCount int64 `json:"unassigned"`
}

// ReportAgentConversationMetric is the legacy reports/conversations agent payload.
// Reference: V2::ReportBuilder#agent_metrics.
type ReportAgentConversationMetric struct {
	ID           uint             `json:"id"`
	Name         string           `json:"name"`
	Email        string           `json:"email"`
	Thumbnail    string           `json:"thumbnail"`
	Availability string           `json:"availability"`
	Metric       map[string]int64 `json:"metric"`
}

// InboxLabelMatrixFilter mirrors V2::Reports::InboxLabelMatrixBuilder params.
type InboxLabelMatrixFilter struct {
	Since    time.Time
	Until    time.Time
	InboxIDs []uint
	LabelIDs []uint
}

// GetSummary returns account-level aggregated metrics for a date range.
func (s *AnalyticsService) GetSummary(ctx context.Context, accountID uint, since, until time.Time) (*SummaryResponse, error) {
	if err := s.EnsureRollupsForRange(ctx, accountID, since, until); err != nil {
		return nil, err
	}
	rollups, err := s.rollupRepo.FindByAccountAndDateRange(ctx, accountID, since, until)
	if err != nil {
		applogger.L().Errorf("GetSummary rollup query: %v", err)
		return nil, err
	}

	// Aggregate by metric
	metricMap := map[string]*MetricSummary{}
	for _, r := range rollups {
		key := string(r.Metric)
		if m, ok := metricMap[key]; ok {
			m.Count += r.Count
			m.AverageValue += r.SumValue
			m.AverageBusinessHours += r.SumValueBusinessHours
		} else {
			metricMap[key] = &MetricSummary{
				Metric:               key,
				Count:                r.Count,
				AverageValue:         r.SumValue,
				AverageBusinessHours: r.SumValueBusinessHours,
			}
		}
	}

	// Compute averages
	metrics := make([]MetricSummary, 0, len(metricMap))
	for _, m := range metricMap {
		if m.Count > 0 {
			m.AverageValue = m.AverageValue / float64(m.Count)
			m.AverageBusinessHours = m.AverageBusinessHours / float64(m.Count)
		}
		metrics = append(metrics, *m)
	}

	return &SummaryResponse{Metrics: metrics}, nil
}

// GetAgentMetrics returns metrics grouped by agent dimension.
func (s *AnalyticsService) GetAgentMetrics(ctx context.Context, accountID uint, since, until time.Time) ([]DimensionMetrics, error) {
	return s.getDimensionMetrics(ctx, accountID, model.DimensionAgent, since, until)
}

// GetInboxMetrics returns metrics grouped by inbox dimension.
func (s *AnalyticsService) GetInboxMetrics(ctx context.Context, accountID uint, since, until time.Time) ([]DimensionMetrics, error) {
	return s.getDimensionMetrics(ctx, accountID, model.DimensionInbox, since, until)
}

// GetLabelMetrics returns metrics grouped by label dimension.
// Note: Chatwoot uses labels as a special dimension; we approximate with account-level rollups.
func (s *AnalyticsService) GetLabelMetrics(ctx context.Context, accountID uint, since, until time.Time) ([]DimensionMetrics, error) {
	return s.getDimensionMetrics(ctx, accountID, model.DimensionAccount, since, until)
}

// GetTeamMetrics returns metrics grouped by team dimension.
func (s *AnalyticsService) GetTeamMetrics(ctx context.Context, accountID uint, since, until time.Time) ([]DimensionMetrics, error) {
	return s.getDimensionMetrics(ctx, accountID, model.DimensionTeam, since, until)
}

func (s *AnalyticsService) getDimensionMetrics(ctx context.Context, accountID uint, dimType model.DimensionType, since, until time.Time) ([]DimensionMetrics, error) {
	if err := s.EnsureRollupsForRange(ctx, accountID, since, until); err != nil {
		return nil, err
	}
	rollups, err := s.rollupRepo.AggregateSummary(ctx, accountID, dimType, since, until)
	if err != nil {
		applogger.L().Errorf("getDimensionMetrics query: %v", err)
		return nil, err
	}

	// Group by dimension_id
	grouped := map[uint]*DimensionMetrics{}
	for _, r := range rollups {
		if dm, ok := grouped[r.DimensionID]; ok {
			ms := MetricSummary{
				Metric:               string(r.Metric),
				Count:                r.Count,
				AverageValue:         r.SumValue,
				AverageBusinessHours: r.SumValueBusinessHours,
			}
			if r.Count > 0 {
				ms.AverageValue = r.SumValue / float64(r.Count)
				ms.AverageBusinessHours = r.SumValueBusinessHours / float64(r.Count)
			}
			dm.Metrics = append(dm.Metrics, ms)
		} else {
			ms := MetricSummary{
				Metric:               string(r.Metric),
				Count:                r.Count,
				AverageValue:         r.SumValue,
				AverageBusinessHours: r.SumValueBusinessHours,
			}
			if r.Count > 0 {
				ms.AverageValue = r.SumValue / float64(r.Count)
				ms.AverageBusinessHours = r.SumValueBusinessHours / float64(r.Count)
			}
			grouped[r.DimensionID] = &DimensionMetrics{
				DimensionID:   r.DimensionID,
				DimensionType: string(r.DimensionType),
				Metrics:       []MetricSummary{ms},
			}
		}
	}

	result := make([]DimensionMetrics, 0, len(grouped))
	for _, dm := range grouped {
		result = append(result, *dm)
	}
	return result, nil
}

// GetConversationTraffic returns daily conversation count time-series.
func (s *AnalyticsService) GetConversationTraffic(ctx context.Context, accountID uint, since, until time.Time) ([]ConversationTrafficPoint, error) {
	if err := s.EnsureRollupsForRange(ctx, accountID, since, until); err != nil {
		return nil, err
	}
	rollups, err := s.rollupRepo.FindByMetric(ctx, accountID, model.MetricResolutionsCount, since, until)
	if err != nil {
		applogger.L().Errorf("GetConversationTraffic query: %v", err)
		return nil, err
	}

	points := make([]ConversationTrafficPoint, 0, len(rollups))
	for _, r := range rollups {
		points = append(points, ConversationTrafficPoint{
			Date:  r.Date,
			Count: r.Count,
		})
	}
	return points, nil
}

// GetConversationMetrics returns real-time conversation counts.
// GetConversationMetrics returns real-time conversation counts.
// Reference: Chatwoot live_reports#conversation_metrics — open, unattended, unassigned, pending
func (s *AnalyticsService) GetConversationMetrics(ctx context.Context, accountID uint) (*ConversationMetrics, error) {
	return s.GetConversationMetricsForTeam(ctx, accountID, 0)
}

func (s *AnalyticsService) GetConversationMetricsForTeam(ctx context.Context, accountID uint, teamID uint) (*ConversationMetrics, error) {
	return s.liveConversationMetrics(ctx, accountID, teamID)
}

// GetGroupedConversationMetrics returns conversation metrics grouped by team_id or assignee_id.
// Reference: Chatwoot live_reports#grouped_conversation_metrics
func (s *AnalyticsService) GetGroupedConversationMetrics(ctx context.Context, accountID uint, groupBy string) ([]map[string]interface{}, error) {
	return s.GetGroupedConversationMetricsForTeam(ctx, accountID, groupBy, 0)
}

func (s *AnalyticsService) GetGroupedConversationMetricsForTeam(ctx context.Context, accountID uint, groupBy string, teamID uint) ([]map[string]interface{}, error) {
	return s.groupedLiveConversationMetrics(ctx, accountID, groupBy, teamID)
}

// GetReportSummary returns the Chatwoot v2 report summary with previous-period data.
func (s *AnalyticsService) GetReportSummary(ctx context.Context, accountID uint, since, until time.Time, reportType string, id uint, businessHours bool) (*ReportSummaryResponse, error) {
	current, err := s.reportSummaryCounts(ctx, accountID, since, until, reportType, id, businessHours)
	if err != nil {
		return nil, err
	}
	previousSince := since.Add(-(until.Sub(since)))
	previous, err := s.reportSummaryCounts(ctx, accountID, previousSince, since, reportType, id, businessHours)
	if err != nil {
		return nil, err
	}
	current.Previous = previous
	return current, nil
}

// RecordEvent records a new reporting event.
func (s *AnalyticsService) RecordEvent(ctx context.Context, event *model.ReportingEvent) error {
	if err := s.eventRepo.Create(ctx, event); err != nil {
		applogger.L().Errorf("RecordEvent: %v", err)
		return err
	}
	if s.rollups != nil {
		if err := s.rollups.RollupEvent(ctx, event); err != nil {
			applogger.L().Errorf("RecordEvent rollup: %v", err)
		}
	}
	return nil
}

// RollupDaily aggregates events into daily rollups for a given account and date.
func (s *AnalyticsService) RollupDaily(ctx context.Context, accountID uint, date time.Time) error {
	startOfDay := time.Date(date.Year(), date.Month(), date.Day(), 0, 0, 0, 0, date.Location())
	endOfDay := startOfDay.Add(24 * time.Hour)

	// Aggregate events by each metric and dimension type
	dimensions := []model.DimensionType{model.DimensionAccount, model.DimensionAgent, model.DimensionInbox, model.DimensionTeam}
	metricNames := []string{
		model.MetricNameFirstResponse,
		model.MetricNameReplyTime,
		model.MetricNameResolutionTime,
		model.MetricNameBotResolutionsCount,
		model.MetricNameBotHandoffsCount,
	}

	for _, dimType := range dimensions {
		for _, metricName := range metricNames {
			events, err := s.eventRepo.FindByMetric(ctx, accountID, metricName, startOfDay, endOfDay)
			if err != nil {
				applogger.L().Errorf("RollupDaily FindByMetric(%s, %s): %v", dimType, metricName, err)
				continue
			}

			if len(events) == 0 {
				continue
			}

			// Determine the rollup metric mapping
			rollupMetric := mapEventNameToRollupMetric(metricName)
			if rollupMetric == "" {
				continue
			}

			// Group events by dimension_id based on dimension type
			grouped := s.groupEventsByDimension(events, dimType)

			for dimID, evts := range grouped {
				var sumValue, sumBH float64
				for _, e := range evts {
					sumValue += e.Value
					sumBH += e.ValueInBusinessHours
				}

				rollup := &model.ReportingEventsRollup{
					AccountID:             accountID,
					Date:                  startOfDay,
					DimensionType:         dimType,
					DimensionID:           dimID,
					Metric:                rollupMetric,
					Count:                 int64(len(evts)),
					SumValue:              sumValue,
					SumValueBusinessHours: sumBH,
				}

				if err := s.rollupRepo.Create(ctx, rollup); err != nil {
					applogger.L().Errorf("RollupDaily create rollup: %v", err)
				}
			}
		}
	}

	return nil
}

func mapEventNameToRollupMetric(name string) model.RollupMetric {
	switch name {
	case model.MetricNameFirstResponse:
		return model.MetricFirstResponse
	case model.MetricNameReplyTime:
		return model.MetricReplyTime
	case model.MetricNameResolutionTime:
		return model.MetricResolutionTime
	case model.MetricNameBotResolutionsCount:
		return model.MetricBotResolutions
	case model.MetricNameBotHandoffsCount:
		return model.MetricBotHandoffs
	default:
		return ""
	}
}

func (s *AnalyticsService) groupEventsByDimension(events []model.ReportingEvent, dimType model.DimensionType) map[uint][]model.ReportingEvent {
	grouped := map[uint][]model.ReportingEvent{}
	for _, e := range events {
		var dimID uint
		switch dimType {
		case model.DimensionAccount:
			dimID = e.AccountID
		case model.DimensionAgent:
			if e.UserID != nil {
				dimID = *e.UserID
			} else {
				dimID = 0
			}
		case model.DimensionInbox:
			if e.InboxID != nil {
				dimID = *e.InboxID
			} else {
				dimID = 0
			}
		case model.DimensionTeam:
			dimID = e.AccountID // team is approximated as account for now
		}
		grouped[dimID] = append(grouped[dimID], e)
	}
	return grouped
}

// GetBotSummary returns bot-level summary metrics.
// Reference: Chatwoot reports#bot_summary
func (s *AnalyticsService) GetBotSummary(ctx context.Context, accountID uint, since, until time.Time, reportType string, id uint) (*BotSummaryResponse, error) {
	current, err := s.botSummaryCounts(ctx, accountID, since, until, reportType, id)
	if err != nil {
		return nil, err
	}
	previousSince := since.Add(-(until.Sub(since)))
	previous, err := s.botSummaryCounts(ctx, accountID, previousSince, since, reportType, id)
	if err != nil {
		return nil, err
	}
	current.Previous = previous
	return current, nil
}

// BotSummaryResponse holds bot summary metrics.
type BotSummaryResponse struct {
	BotResolutionsCount int64               `json:"bot_resolutions_count"`
	BotHandoffsCount    int64               `json:"bot_handoffs_count"`
	Previous            *BotSummaryResponse `json:"previous,omitempty"`
}

// GetConversationsByType returns conversation metrics filtered by report type.
// Reference: Chatwoot reports#conversations — type param is required
func (s *AnalyticsService) GetConversationsByType(ctx context.Context, accountID uint, reportType string, page int) (interface{}, error) {
	return s.conversationMetricsByType(ctx, accountID, reportType, page)
}

// GetConversationsSummary returns conversations summary report.
// Reference: Chatwoot reports#conversations_summary
func (s *AnalyticsService) GetConversationsSummary(ctx context.Context, accountID uint, since, until time.Time) (interface{}, error) {
	return s.conversationSummary(ctx, accountID, since, until)
}

// GetBotMetrics returns bot metrics.
// Reference: Chatwoot reports#bot_metrics — V2::Reports::BotMetricsBuilder
func (s *AnalyticsService) GetBotMetrics(ctx context.Context, accountID uint, since, until time.Time) (interface{}, error) {
	return s.botMetrics(ctx, accountID, since, until)
}

// GetInboxLabelMatrix returns inbox-label matrix data.
// Reference: Chatwoot reports#inbox_label_matrix — V2::Reports::InboxLabelMatrixBuilder
func (s *AnalyticsService) GetInboxLabelMatrix(ctx context.Context, accountID uint, filter InboxLabelMatrixFilter) (interface{}, error) {
	return s.inboxLabelMatrix(ctx, accountID, filter)
}

// GetFirstResponseTimeDistribution returns first response time distribution.
// Reference: Chatwoot reports#first_response_time_distribution
func (s *AnalyticsService) GetFirstResponseTimeDistribution(ctx context.Context, accountID uint, since, until time.Time) (interface{}, error) {
	return s.firstResponseTimeDistribution(ctx, accountID, since, until)
}

// GetOutgoingMessagesCount returns outgoing message count metrics.
// Reference: Chatwoot reports#outgoing_messages_count
func (s *AnalyticsService) GetOutgoingMessagesCount(ctx context.Context, accountID uint, since, until time.Time) (interface{}, error) {
	return s.outgoingMessagesCount(ctx, accountID, since, until, "")
}

func (s *AnalyticsService) GetOutgoingMessagesCountGrouped(ctx context.Context, accountID uint, since, until time.Time, groupBy string) (interface{}, error) {
	return s.outgoingMessagesCount(ctx, accountID, since, until, groupBy)
}