All files / src/domains/helpdesk/schemas helpdesk-routing.schema.ts

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import { Prop, Schema, SchemaFactory } from '@nestjs/mongoose';
import { Document, Schema as MongooseSchema, Types } from 'mongoose';
 
@Schema({ timestamps: true, collection: 'support_groups' })
export class SupportGroup extends Document {
  @Prop({ required: true, index: true })
  tenantId: string;
 
  @Prop({ required: true })
  groupName: string; // e.g. "IT Tier 1", "Finance Support"
 
  @Prop({ default: null })
  description?: string;
 
  @Prop({ type: [String], default: [] })
  memberAgentIds: string[]; // employeeIds who belong to this group
}
 
export const SupportGroupSchema = SchemaFactory.createForClass(SupportGroup);
 
@Schema({ timestamps: true, collection: 'support_queues' })
export class SupportQueue extends Document {
  @Prop({ required: true, index: true })
  tenantId: string;
 
  @Prop({ required: true })
  queueName: string; // e.g. "IT Incident Queue", "Billing Discrepancies"
 
  @Prop({ type: MongooseSchema.Types.ObjectId, ref: 'SupportGroup' })
  routingGroupId?: MongooseSchema.Types.ObjectId;
 
  @Prop({ default: 'round_robin' })
  routingAlgorithm: string; // 'round_robin' | 'least_assigned' | 'manual'
}
 
export const SupportQueueSchema = SchemaFactory.createForClass(SupportQueue);
 
@Schema({ timestamps: true, collection: 'agent_availabilities' })
export class AgentAvailability extends Document {
  @Prop({ required: true, index: true })
  tenantId: string;
 
  @Prop({ required: true, unique: true })
  agentId: string; // employeeId
 
  @Prop({ default: true })
  isOnline: boolean;
 
  @Prop({ default: 5 })
  maxCapacity: number; // Max concurrent tickets allowed
 
  @Prop({ default: 0 })
  activeTicketsCount: number;
 
  @Prop({ type: [String], default: [] })
  skills: string[]; // ['hardware', 'payroll', 'networking']
}
 
export const AgentAvailabilitySchema = SchemaFactory.createForClass(AgentAvailability);
AgentAvailabilitySchema.index({ tenantId: 1, agentId: 1 }, { unique: true });