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wip: next response metric for sla

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Abhinav Raut
2025-05-23 03:45:57 +05:30
parent cb1ec7eb8e
commit 4c766d8ccb
18 changed files with 623 additions and 133 deletions
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25
schema.sql
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@@ -15,7 +15,8 @@ DROP TYPE IF EXISTS "media_disposition" CASCADE; CREATE TYPE "media_disposition"
DROP TYPE IF EXISTS "media_store" CASCADE; CREATE TYPE "media_store" AS ENUM ('s3', 'fs');
DROP TYPE IF EXISTS "user_availability_status" CASCADE; CREATE TYPE "user_availability_status" AS ENUM ('online', 'away', 'away_manual', 'offline', 'away_and_reassigning');
DROP TYPE IF EXISTS "applied_sla_status" CASCADE; CREATE TYPE "applied_sla_status" AS ENUM ('pending', 'breached', 'met', 'partially_met');
DROP TYPE IF EXISTS "sla_metric" CASCADE; CREATE TYPE "sla_metric" AS ENUM ('first_response', 'resolution');
DROP TYPE IF EXISTS "sla_event_status" CASCADE; CREATE TYPE "sla_event_status" AS ENUM ('pending', 'breached', 'met');
DROP TYPE IF EXISTS "sla_metric" CASCADE; CREATE TYPE "sla_metric" AS ENUM ('first_response', 'resolution', 'next_response');
DROP TYPE IF EXISTS "sla_notification_type" CASCADE; CREATE TYPE "sla_notification_type" AS ENUM ('warning', 'breach');
DROP TYPE IF EXISTS "activity_log_type" CASCADE; CREATE TYPE "activity_log_type" AS ENUM ('agent_login', 'agent_logout', 'agent_away', 'agent_away_reassigned', 'agent_online');
@@ -39,6 +40,7 @@ CREATE TABLE sla_policies (
description TEXT NULL,
first_response_time TEXT NOT NULL,
resolution_time TEXT NOT NULL,
next_response_time TEXT NULL,
notifications JSONB DEFAULT '[]'::jsonb NOT NULL,
CONSTRAINT constraint_sla_policies_on_name CHECK (length(name) <= 140),
CONSTRAINT constraint_sla_policies_on_description CHECK (length(description) <= 300)
@@ -201,7 +203,8 @@ CREATE TABLE conversations (
-- Set to NULL when SLA policy is deleted.
sla_policy_id INT REFERENCES sla_policies(id) ON DELETE SET NULL ON UPDATE CASCADE,
applied_sla_id BIGINT REFERENCES applied_slas(id) ON DELETE SET NULL ON UPDATE CASCADE,
-- Cascade deletes when inbox is deleted.
inbox_id INT REFERENCES inboxes(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
@@ -374,6 +377,7 @@ CREATE TABLE team_members (
CONSTRAINT constraint_team_members_on_emoji CHECK (length(emoji) <= 1)
);
CREATE UNIQUE INDEX index_unique_team_members_on_team_id_and_user_id ON team_members (team_id, user_id);
CREATE INDEX index_team_members_on_user_id ON team_members (user_id);
DROP TABLE IF EXISTS templates CASCADE;
CREATE TABLE templates (
@@ -456,12 +460,29 @@ CREATE TABLE applied_slas (
CREATE INDEX index_applied_slas_on_conversation_id ON applied_slas(conversation_id);
CREATE INDEX index_applied_slas_on_status ON applied_slas(status);
DROP TABLE IF EXISTS sla_events CASCADE;
CREATE TABLE sla_events (
id BIGSERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
status sla_event_status DEFAULT 'pending' NOT NULL,
applied_sla_id BIGINT REFERENCES applied_slas(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
sla_policy_id INT REFERENCES sla_policies(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
type sla_metric NOT NULL,
deadline_at TIMESTAMPTZ NOT NULL,
met_at TIMESTAMPTZ,
breached_at TIMESTAMPTZ
);
CREATE INDEX index_sla_events_on_applied_sla_id ON sla_events(applied_sla_id);
CREATE INDEX index_sla_events_on_status ON sla_events(status);
DROP TABLE IF EXISTS scheduled_sla_notifications CASCADE;
CREATE TABLE scheduled_sla_notifications (
id BIGSERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
applied_sla_id BIGINT NOT NULL REFERENCES applied_slas(id) ON DELETE CASCADE,
sla_event_id BIGINT REFERENCES sla_events(id) ON DELETE CASCADE,
metric sla_metric NOT NULL,
notification_type sla_notification_type NOT NULL,
recipients TEXT[] NOT NULL,