interface CustomerContext {
  // Basic info
  id: string;
  name: string;
  phone: string;
  email?: string;
  
  // History
  customerSince: Date;
  totalInteractions: number;
  totalAppointments: number;
  lastInteraction: Date;
  
  // Value
  lifetimeValue: number;
  averageTransactionValue: number;
  
  // Satisfaction
  satisfactionScore: number;
  npsScore: number;
  
  // Preferences
  preferredContactTime: string;
  tags: string[];
  notes: string[];
}

interface ConversationContext {
  id: string;
  startedAt: Date;
  duration: number;
  messageCount: number;
  
  messages: Message[]; // Full conversation
  
  // Analysis
  intent: string;
  sentiment: SentimentScore;
  topics: string[];
  urgency: string;
  
  // Bot assessment
  botConfidence: number;
  attemptedResolutions: number;
  knowledgeGaps: string[];
}

interface AppointmentContext {
  upcomingAppointments: Appointment[];
  pastAppointments: Appointment[];
  cancelledAppointments: Appointment[];
  
  stats: {
    totalBooked: number;
    completionRate: number;
    noShowRate: number;
    averageTimeSlot: string;
  };
}

interface BotAssessment {
  confidence: number;
  knowledgeGaps: string[];
  suggestedActions: string[];
  relatedDocuments: string[];
  similarPastCases: string[];
  estimatedComplexity: "low" | "medium" | "high";
}

interface HandoffQueue {
  pending: HandoffRequest[];
  inProgress: HandoffRequest[];
  completed: HandoffRequest[];
}

interface HandoffRequest {
  id: string;
  customer: string;
  reason: string;
  urgency: "low" | "medium" | "high";
  waitTime: number; // seconds
  assignedTo?: string;
  status: "pending" | "assigned" | "in_progress" | "resolved";
}

export const ROUTES = {
  DASHBOARD: {
    ROOT: "/dashboard",
    QUERIES: "/consultas",
    SUPPORT: "/soporte"
  }
};

interface HandoffMetrics {
  // Volume
  totalHandoffs: number;
  handoffRate: number; // percentage of conversations
  
  // Timing
  averageWaitTime: number; // seconds until agent responds
  averageResolutionTime: number; // time to resolve
  
  // Quality
  resolutionRate: number; // % resolved by agent
  satisfactionScore: number; // customer satisfaction after handoff
  
  // Reasons
  handoffReasons: Record<string, number>;
  topReasons: Array<{ reason: string; count: number }>;
}

interface TrainingOpportunity {
  reason: string;
  frequency: number;
  examples: string[];
  suggestedTraining: string;
  estimatedImpact: string;
}

// Example
const opportunity = {
  reason: "pricing_questions",
  frequency: 45, // 45 handoffs per month
  examples: [
    "¿Cuánto cuesta el tratamiento completo?",
    "Necesito presupuesto para ortodoncia",
    "¿Tienen planes de pago?"
  ],
  suggestedTraining: "Add detailed pricing info and payment options to bot knowledge",
  estimatedImpact: "Could reduce handoffs by 30-40%"
};

// Without context transfer
const timePerHandoff = 5; // minutes to understand issue
const handoffsPerMonth = 60;
const totalTimeWasted = 5 * 60 = 300; // minutes = 5 hours

// With context transfer
const timePerHandoff = 1; // minutes - agent immediately productive
const timeSaved = 4 * 60 = 240; // minutes = 4 hours per month

interface HandoffRule {
  trigger: string;
  condition: string;
  action: "immediate" | "delayed" | "queued";
  assignTo?: string; // specific agent or team
  priority: "low" | "medium" | "high";
}

// Examples
const rules = [
  {
    trigger: "customer_request",
    condition: "always",
    action: "immediate",
    priority: "high"
  },
  {
    trigger: "low_confidence",
    condition: "confidence < 0.7",
    action: "queued",
    priority: "medium"
  },
  {
    trigger: "vip_customer",
    condition: "customerValue > 10000",
    action: "immediate",
    assignTo: "senior_team",
    priority: "high"
  }
];