servicedesk/src/app/Livewire/Operator/Stats.php

<?php

namespace App\Livewire\Operator;

use App\Models\Category;
use App\Models\Priority;
use App\Models\SlaRule;
use App\Models\Status;
use App\Models\Team;
use App\Models\Ticket;
use App\Models\User;
use Illuminate\Support\Carbon;
use Illuminate\Support\Facades\Auth;
use Illuminate\Support\Facades\DB;
use Livewire\Attributes\Computed;
use Livewire\Attributes\Url;
use Livewire\Component;
use Symfony\Component\HttpFoundation\StreamedResponse;

class Stats extends Component
{
    #[Url]
    public string $range = '30d';

    #[Url]
    public ?string $from = null;

    #[Url]
    public ?string $to = null;

    #[Url]
    public string $filterTeam = 'all';

    #[Url]
    public string $filterPriority = 'all';

    #[Url]
    public string $filterCategory = 'all';

    #[Url]
    public string $filterAssignee = 'all';

    /**
     * Non-admin operators only ever see their own teams — same scoping as
     * Queue's team tabs, so the filter options never expose data the
     * visibleToOperator() query would filter back out anyway.
     */
    #[Computed]
    public function teams()
    {
        $query = Team::query();

        if (! Auth::user()->isAdmin()) {
            $query->whereHas('members', fn ($q) => $q->where('users.id', Auth::id()));
        }

        return $query->orderBy('name')->get();
    }

    #[Computed]
    public function priorities()
    {
        return Priority::query()->orderBy('sort_order')->get();
    }

    #[Computed]
    public function categories()
    {
        return Category::query()->orderBy('name')->get();
    }

    #[Computed]
    public function operators()
    {
        $query = User::query()->withRole('operator');

        if (! Auth::user()->isAdmin()) {
            $teamIds = $this->teams->pluck('id');
            $query->whereHas('teams', fn ($q) => $q->whereIn('teams.id', $teamIds));
        }

        return $query->orderBy('name')->get();
    }

    /**
     * @return array{from: ?Carbon, to: ?Carbon}
     */
    protected function bounds(): array
    {
        $now = now();

        return match ($this->range) {
            'today' => ['from' => $now->clone()->startOfDay(), 'to' => $now],
            '7d' => ['from' => $now->clone()->subDays(6)->startOfDay(), 'to' => $now],
            '30d' => ['from' => $now->clone()->subDays(29)->startOfDay(), 'to' => $now],
            '90d' => ['from' => $now->clone()->subDays(89)->startOfDay(), 'to' => $now],
            'custom' => [
                'from' => $this->from ? Carbon::parse($this->from)->startOfDay() : $now->clone()->subDays(29)->startOfDay(),
                'to' => $this->to ? Carbon::parse($this->to)->endOfDay() : $now,
            ],
            default => ['from' => null, 'to' => null],
        };
    }

    /**
     * The shared, fully-filtered ticket scope every stat below reads from —
     * cloned per terminal call (count/get/pluck) since none of those mutate
     * the underlying where clauses, only cloning avoids one query's
     * ->select()/->groupBy() leaking into the next.
     */
    #[Computed]
    public function baseQuery()
    {
        $query = Ticket::query()->visibleToOperator(Auth::user());
        $bounds = $this->bounds();

        if ($bounds['from']) {
            $query->where('tickets.created_at', '>=', $bounds['from']);
        }
        if ($bounds['to']) {
            $query->where('tickets.created_at', '<=', $bounds['to']);
        }
        if ($this->filterTeam !== 'all') {
            $query->where('tickets.team_id', $this->filterTeam);
        }
        if ($this->filterPriority !== 'all') {
            $query->where('tickets.priority_key', $this->filterPriority);
        }
        if ($this->filterCategory !== 'all') {
            $query->whereHas('subcategory', fn ($q) => $q->where('category_id', $this->filterCategory));
        }
        if ($this->filterAssignee === 'unassigned') {
            $query->whereNull('tickets.assignee_id');
        } elseif ($this->filterAssignee !== 'all') {
            $query->where('tickets.assignee_id', $this->filterAssignee);
        }

        return $query;
    }

    #[Computed]
    public function kpis(): array
    {
        $total = (clone $this->baseQuery)->count();
        $closedKeys = Status::closedKeys();
        $closed = (clone $this->baseQuery)->whereIn('tickets.status_key', $closedKeys)->count();

        return [
            'total' => $total,
            'open' => $total - $closed,
            'closed' => $closed,
            'closedPct' => $total > 0 ? round($closed / $total * 100, 1) : null,
            'avgFirstResponseHours' => $this->avgFirstResponseHours(),
            'avgResolutionHours' => $this->avgResolutionHours($closedKeys),
            'sla' => $this->slaBreachStats($closedKeys),
            'csat' => $this->csatStats($closedKeys),
        ];
    }

    /**
     * Response rate is against closed tickets (the only ones that can ever
     * be rated — see Ticket::csatSubmittable()), not the whole filtered set.
     */
    protected function csatStats(array $closedKeys): array
    {
        $closedTotal = (clone $this->baseQuery)->whereIn('tickets.status_key', $closedKeys)->count();
        $rated = (clone $this->baseQuery)->whereNotNull('csat_rating')->get(['csat_rating']);

        return [
            'avg' => $rated->isEmpty() ? null : round($rated->avg('csat_rating'), 2),
            'count' => $rated->count(),
            'responseRate' => $closedTotal > 0 ? round($rated->count() / $closedTotal * 100, 1) : null,
        ];
    }

    protected function avgFirstResponseHours(): ?float
    {
        $ids = (clone $this->baseQuery)->pluck('tickets.id');

        if ($ids->isEmpty()) {
            return null;
        }

        $firstReplies = DB::table('ticket_messages as tm')
            ->join('ticket_message_authors as tma', 'tma.ticket_message_id', '=', 'tm.id')
            ->join('roles as r', 'r.id', '=', 'tma.role_id')
            ->where('r.key', 'operator')
            ->whereIn('tm.ticket_id', $ids)
            ->select('tm.ticket_id', DB::raw('MIN(tm.created_at) as first_reply'))
            ->groupBy('tm.ticket_id')
            ->pluck('first_reply', 'ticket_id');

        if ($firstReplies->isEmpty()) {
            return null;
        }

        $createdAts = Ticket::query()->whereIn('id', $firstReplies->keys())->pluck('created_at', 'id');

        $minutes = $firstReplies->map(fn ($firstReply, $ticketId) => $createdAts[$ticketId]?->diffInMinutes(Carbon::parse($firstReply)))
            ->filter(fn ($v) => $v !== null);

        return $minutes->isEmpty() ? null : round($minutes->avg() / 60, 1);
    }

    /**
     * Approximate: no dedicated "resolved_at" column exists, so a closed
     * ticket's updated_at (touched whenever its status changes — see
     * TicketService::setStatus()) stands in for when it was closed.
     */
    protected function avgResolutionHours(array $closedKeys): ?float
    {
        $closed = (clone $this->baseQuery)->whereIn('tickets.status_key', $closedKeys)->get(['created_at', 'updated_at']);

        if ($closed->isEmpty()) {
            return null;
        }

        return round($closed->avg(fn (Ticket $t) => $t->created_at->diffInMinutes($t->updated_at)) / 60, 1);
    }

    /**
     * A ticket "breaches SLA" if its resolution deadline (priority's
     * sla_rules.resolution_mins, from creation) has passed — either already,
     * for a still-open ticket, or before it was closed (updated_at stands in
     * for the close time, same approximation as avgResolutionHours()).
     * Priorities with resolution_mins = 0 (e.g. "Brak") never breach.
     */
    protected function slaBreachStats(array $closedKeys): array
    {
        $tickets = (clone $this->baseQuery)->get(['status_key', 'priority_key', 'created_at', 'updated_at']);

        if ($tickets->isEmpty()) {
            return ['rate' => null, 'breached' => 0, 'total' => 0];
        }

        $rules = SlaRule::query()->pluck('resolution_mins', 'priority_key');
        $now = now();

        $breached = $tickets->filter(function (Ticket $t) use ($rules, $closedKeys, $now) {
            $mins = $rules[$t->priority_key] ?? 0;

            if ($mins <= 0) {
                return false;
            }

            $deadline = $t->created_at->clone()->addMinutes($mins);

            return in_array($t->status_key, $closedKeys, true)
                ? $t->updated_at->isAfter($deadline)
                : $now->isAfter($deadline);
        })->count();

        return [
            'rate' => round($breached / $tickets->count() * 100, 1),
            'breached' => $breached,
            'total' => $tickets->count(),
        ];
    }

    /**
     * The "closed" stage's color, reused for the trend chart's closed-tickets
     * strip so it visually matches the same status everywhere else in the
     * app — falls back to the secondary brand hue if no status is closed.
     */
    #[Computed]
    public function closedColor(): string
    {
        return Status::query()->where('stage', 'closed')->value('color') ?? 'var(--color-accent-2)';
    }

    #[Computed]
    public function byStatus()
    {
        $counts = (clone $this->baseQuery)
            ->select('status_key', DB::raw('count(*) as total'))
            ->groupBy('status_key')
            ->pluck('total', 'status_key');

        return Status::query()->orderBy('sort_order')->get()->map(fn (Status $s) => [
            'label' => $s->label,
            'color' => $s->color,
            'count' => $counts[$s->key] ?? 0,
        ])->values();
    }

    #[Computed]
    public function byPriority()
    {
        $counts = (clone $this->baseQuery)
            ->select('priority_key', DB::raw('count(*) as total'))
            ->groupBy('priority_key')
            ->pluck('total', 'priority_key');

        return $this->priorities->map(fn (Priority $p) => [
            'label' => $p->label,
            'color' => $p->color,
            'count' => $counts[$p->key] ?? 0,
        ])->values();
    }

    #[Computed]
    public function byCategory()
    {
        return (clone $this->baseQuery)
            ->whereNotNull('tickets.subcategory_id')
            ->join('subcategories', 'subcategories.id', '=', 'tickets.subcategory_id')
            ->join('categories', 'categories.id', '=', 'subcategories.category_id')
            ->select('categories.name as label', DB::raw('count(*) as count'))
            ->groupBy('categories.id', 'categories.name')
            ->orderByDesc('count')
            ->get()
            ->map(fn ($row) => ['label' => $row->label, 'count' => (int) $row->count]);
    }

    /**
     * One level deeper than byCategory() — same shape, but grouped by the
     * actual subcategory, labeled "Category / Subcategory" to disambiguate
     * subcategories that share a name across different parent categories.
     */
    #[Computed]
    public function bySubcategory()
    {
        return (clone $this->baseQuery)
            ->whereNotNull('tickets.subcategory_id')
            ->join('subcategories', 'subcategories.id', '=', 'tickets.subcategory_id')
            ->join('categories', 'categories.id', '=', 'subcategories.category_id')
            ->select('subcategories.id', 'categories.name as category_name', 'subcategories.name as sub_name', DB::raw('count(*) as count'))
            ->groupBy('subcategories.id', 'categories.name', 'subcategories.name')
            ->orderByDesc('count')
            ->get()
            ->map(fn ($row) => ['label' => $row->category_name.' / '.$row->sub_name, 'count' => (int) $row->count]);
    }

    #[Computed]
    public function byTeam()
    {
        $counts = (clone $this->baseQuery)
            ->select('team_id', DB::raw('count(*) as total'))
            ->groupBy('team_id')
            ->pluck('total', 'team_id');

        $rows = $this->teams->map(fn (Team $t) => ['label' => $t->name, 'count' => $counts[$t->id] ?? 0])
            ->sortByDesc('count')
            ->values();

        if ($counts->get(null, 0)) {
            $rows->push(['label' => 'Bez zespołu', 'count' => $counts->get(null)]);
        }

        return $rows;
    }

    #[Computed]
    public function byAssignee()
    {
        $counts = (clone $this->baseQuery)
            ->select('assignee_id', DB::raw('count(*) as total'))
            ->groupBy('assignee_id')
            ->pluck('total', 'assignee_id');

        $rows = $this->operators->map(fn (User $u) => ['label' => $u->name, 'count' => $counts[$u->id] ?? 0])
            ->filter(fn ($row) => $row['count'] > 0)
            ->sortByDesc('count')
            ->values();

        if ($counts->get(null, 0)) {
            $rows->push(['label' => 'Nieprzypisane', 'count' => $counts->get(null)]);
        }

        return $rows;
    }

    /**
     * Unlike teams/operators (small, fixed sets), the customer list is
     * unbounded — capped to the top 10 by ticket volume in the current
     * filtered range rather than listing every client who ever wrote in.
     * Guest submissions (no account) are summed into one "Goście" bucket
     * rather than grouped by e-mail, since a guest has no stable identity
     * to rank against registered clients.
     */
    #[Computed]
    public function byCustomer()
    {
        $rows = (clone $this->baseQuery)
            ->whereNotNull('tickets.customer_id')
            ->join('users', 'users.id', '=', 'tickets.customer_id')
            ->select('users.id', 'users.name as label', DB::raw('count(*) as count'))
            ->groupBy('users.id', 'users.name')
            ->orderByDesc('count')
            ->limit(10)
            ->get()
            ->map(fn ($row) => ['label' => $row->label, 'count' => (int) $row->count]);

        $guestCount = (clone $this->baseQuery)->whereNull('tickets.customer_id')->count();

        if ($guestCount > 0) {
            $rows->push(['label' => 'Goście (bez konta)', 'count' => $guestCount]);
        }

        return $rows->sortByDesc('count')->values();
    }

    /**
     * Client × subcategory cross-tab — which clients' tickets fall into
     * which kind of subcategory. Both dimensions are unbounded (unlike
     * teams/operators), so this caps to the top 10 clients by overall
     * volume (rows, mirroring byCustomer()) and the top 5 subcategories by
     * overall volume (columns, mirroring assigneeSubcategoryMatrix()'s
     * "Inne" folding) — otherwise the table could grow arbitrarily in both
     * directions. Guest tickets (no customer_id) are excluded entirely
     * rather than folded into one "guest" row, since mixing a real client's
     * per-subcategory pattern with an anonymous aggregate wouldn't mean
     * anything.
     *
     * @return array{columns: array<int, string>, hasOther: bool, rows: array<int, array{label: string, cells: array<int, int>, other: ?int, total: int}>}
     */
    #[Computed]
    public function customerSubcategoryMatrix(): array
    {
        $raw = (clone $this->baseQuery)
            ->whereNotNull('tickets.customer_id')
            ->whereNotNull('tickets.subcategory_id')
            ->join('subcategories', 'subcategories.id', '=', 'tickets.subcategory_id')
            ->join('categories', 'categories.id', '=', 'subcategories.category_id')
            ->join('users', 'users.id', '=', 'tickets.customer_id')
            ->select(
                'tickets.customer_id',
                'users.name as customer_name',
                'subcategories.id as subcategory_id',
                'categories.name as category_name',
                'subcategories.name as subcategory_name',
                DB::raw('count(*) as total'),
            )
            ->groupBy('tickets.customer_id', 'users.name', 'subcategories.id', 'categories.name', 'subcategories.name')
            ->get();

        if ($raw->isEmpty()) {
            return ['columns' => [], 'hasOther' => false, 'rows' => []];
        }

        $subcategoryTotals = $raw->groupBy('subcategory_id')->map(fn ($g) => $g->sum('total'));
        $topSubcategoryIds = $subcategoryTotals->sortDesc()->keys()->take(5);

        $subcategoryLabels = $raw->unique('subcategory_id')->keyBy('subcategory_id')
            ->map(fn ($r) => $r->category_name.' / '.$r->subcategory_name);

        $columns = $topSubcategoryIds->map(fn ($id) => $subcategoryLabels[$id])->values()->all();
        $hasOther = $subcategoryTotals->keys()->diff($topSubcategoryIds)->isNotEmpty();

        $byCustomer = $raw->groupBy('customer_id');
        $customerNames = $raw->unique('customer_id')->keyBy('customer_id')->map(fn ($r) => $r->customer_name);
        $topCustomerIds = $byCustomer->map(fn ($g) => $g->sum('total'))->sortDesc()->keys()->take(10);

        $rows = $topCustomerIds
            ->map(function ($customerId) use ($byCustomer, $customerNames, $topSubcategoryIds, $hasOther) {
                $entries = $byCustomer->get($customerId, collect());
                $bySubcategory = $entries->keyBy('subcategory_id');

                return [
                    'label' => $customerNames[$customerId],
                    'cells' => $topSubcategoryIds->map(fn ($id) => (int) ($bySubcategory[$id]->total ?? 0))->values()->all(),
                    'other' => $hasOther ? (int) $entries->whereNotIn('subcategory_id', $topSubcategoryIds->all())->sum('total') : null,
                    'total' => (int) $entries->sum('total'),
                ];
            })
            ->values()
            ->all();

        return ['columns' => $columns, 'hasOther' => $hasOther, 'rows' => $rows];
    }

    /**
     * Average CSAT rating per team, only among rated tickets in the current
     * filtered range — mirrors byTeam()'s "Bez zespołu" bucket handling, but
     * teams/buckets with zero ratings are dropped entirely (an average of
     * nothing isn't a meaningful bar to draw).
     */
    #[Computed]
    public function csatByTeam()
    {
        $stats = (clone $this->baseQuery)
            ->whereNotNull('csat_rating')
            ->select('team_id', DB::raw('avg(csat_rating) as avg_rating'), DB::raw('count(*) as rated_count'))
            ->groupBy('team_id')
            ->get();

        $avgs = $stats->pluck('avg_rating', 'team_id');
        $counts = $stats->pluck('rated_count', 'team_id');

        $rows = $this->teams
            ->map(fn (Team $t) => [
                'label' => $t->name,
                'avg' => isset($avgs[$t->id]) ? round((float) $avgs[$t->id], 2) : null,
                'count' => (int) ($counts[$t->id] ?? 0),
            ])
            ->filter(fn ($row) => $row['count'] > 0)
            ->values();

        if ($counts->get(null, 0)) {
            $rows->push(['label' => 'Bez zespołu', 'avg' => round((float) $avgs->get(null), 2), 'count' => (int) $counts->get(null)]);
        }

        return $rows->sortByDesc('avg')->values();
    }

    /**
     * Average CSAT rating per assignee, same shape/semantics as csatByTeam().
     */
    #[Computed]
    public function csatByAssignee()
    {
        $stats = (clone $this->baseQuery)
            ->whereNotNull('csat_rating')
            ->select('assignee_id', DB::raw('avg(csat_rating) as avg_rating'), DB::raw('count(*) as rated_count'))
            ->groupBy('assignee_id')
            ->get();

        $avgs = $stats->pluck('avg_rating', 'assignee_id');
        $counts = $stats->pluck('rated_count', 'assignee_id');

        $rows = $this->operators
            ->map(fn (User $u) => [
                'label' => $u->name,
                'avg' => isset($avgs[$u->id]) ? round((float) $avgs[$u->id], 2) : null,
                'count' => (int) ($counts[$u->id] ?? 0),
            ])
            ->filter(fn ($row) => $row['count'] > 0)
            ->values();

        if ($counts->get(null, 0)) {
            $rows->push(['label' => 'Nieprzypisane', 'avg' => round((float) $avgs->get(null), 2), 'count' => (int) $counts->get(null)]);
        }

        return $rows->sortByDesc('avg')->values();
    }

    /**
     * Daily created-vs-closed volume, capped at the most recent 60 days so a
     * wide range (or "Cały okres") never renders an unreadably thin column
     * per day — the KPI tiles/breakdowns above still reflect the full range.
     */
    #[Computed]
    public function trend(): array
    {
        $bounds = $this->bounds();
        $to = ($bounds['to'] ?? now())->clone()->startOfDay();
        $from = $bounds['from']?->clone()->startOfDay();

        if (! $from) {
            $earliest = (clone $this->baseQuery)->min('tickets.created_at');
            $from = $earliest ? Carbon::parse($earliest)->startOfDay() : $to->clone()->subDays(29);
        }

        $maxDays = 60;
        if ($from->diffInDays($to) + 1 > $maxDays) {
            $from = $to->clone()->subDays($maxDays - 1);
        }

        $created = (clone $this->baseQuery)
            ->selectRaw('DATE(tickets.created_at) as d, count(*) as total')
            ->groupBy('d')->pluck('total', 'd');

        $closedKeys = Status::closedKeys();
        $closed = (clone $this->baseQuery)
            ->whereIn('tickets.status_key', $closedKeys)
            ->selectRaw('DATE(tickets.updated_at) as d, count(*) as total')
            ->groupBy('d')->pluck('total', 'd');

        $days = [];
        $cursor = $from->clone();

        while ($cursor->lte($to)) {
            $key = $cursor->format('Y-m-d');
            $days[] = [
                'date' => $key,
                'label' => $cursor->translatedFormat('d.m'),
                'created' => (int) ($created[$key] ?? 0),
                'closed' => (int) ($closed[$key] ?? 0),
            ];
            $cursor->addDay();
        }

        return $days;
    }

    public function setRange(string $range): void
    {
        $this->range = $range;
    }

    /**
     * Row-per-ticket CSV of everything the active filters/date range
     * currently show — streamed directly, no temp file, no new dependency.
     */
    public function export(): StreamedResponse
    {
        $tickets = (clone $this->baseQuery)
            ->with(['subcategory.category', 'assignee', 'team', 'status', 'priority'])
            ->orderBy('tickets.created_at')
            ->get();

        return response()->streamDownload(function () use ($tickets) {
            $out = fopen('php://output', 'w');
            fputcsv($out, ['Numer', 'Temat', 'Status', 'Priorytet', 'Kategoria', 'Zespół', 'Operator', 'Utworzono', 'Zaktualizowano', 'Ocena CSAT'], escape: '\\');

            foreach ($tickets as $ticket) {
                fputcsv($out, [
                    $ticket->number,
                    $ticket->subject,
                    $ticket->statusLabel(),
                    $ticket->priorityLabel(),
                    $ticket->categoryLabel(),
                    $ticket->team?->name,
                    $ticket->assignee?->name,
                    $ticket->created_at,
                    $ticket->updated_at,
                    $ticket->csat_rating,
                ], escape: '\\');
            }

            fclose($out);
        }, 'statystyki-'.now()->format('Y-m-d').'.csv');
    }

    public function render()
    {
        return view('livewire.operator.stats');
    }
}