88d7e4c10d
- Add new Law10Tab with compliance analysis for Spanish Law 10/2025 - Sections: LAW-01 (Response Speed), LAW-02 (Resolution Quality), LAW-07 (Time Coverage) - Add Data Maturity Summary showing available/estimable/missing data - Add Validation Questionnaire for manual data input - Add Dimension Connections linking to other analysis tabs - Fix KPI consistency: use correct field names (abandonment_rate, aht_seconds) - Fix cache directory path for Windows compatibility - Update economic calculations to use actual economicModel data Co-Authored-By: Claude Opus 4.5 <noreply@anthropic.com>
1290 lines
52 KiB
TypeScript
1290 lines
52 KiB
TypeScript
// analysisGenerator.ts - v2.0 con 6 dimensiones
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import type { AnalysisData, Kpi, DimensionAnalysis, HeatmapDataPoint, Opportunity, RoadmapInitiative, EconomicModelData, BenchmarkDataPoint, Finding, Recommendation, TierKey, CustomerSegment, RawInteraction, DrilldownDataPoint, AgenticTier } from '../types';
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import { generateAnalysisFromRealData, calculateDrilldownMetrics, generateOpportunitiesFromDrilldown, generateRoadmapFromDrilldown, calculateSkillMetrics, generateHeatmapFromMetrics, clasificarTierSimple } from './realDataAnalysis';
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import { RoadmapPhase } from '../types';
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import { BarChartHorizontal, Zap, Target, Brain, Bot } from 'lucide-react';
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import { calculateAgenticReadinessScore, type AgenticReadinessInput } from './agenticReadinessV2';
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import { callAnalysisApiRaw } from './apiClient';
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import {
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mapBackendResultsToAnalysisData,
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buildHeatmapFromBackend,
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} from './backendMapper';
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import { saveFileToServerCache, saveDrilldownToServerCache, getCachedDrilldown, downloadCachedFile } from './serverCache';
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const randomInt = (min: number, max: number) => Math.floor(Math.random() * (max - min + 1)) + min;
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const randomFloat = (min: number, max: number, decimals: number) => parseFloat((Math.random() * (max - min) + min).toFixed(decimals));
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const randomFromList = <T,>(arr: T[]): T => arr[Math.floor(Math.random() * arr.length)];
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// Distribución normal (Box-Muller transform)
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const normalRandom = (mean: number, std: number): number => {
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const u1 = Math.random();
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const u2 = Math.random();
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const z0 = Math.sqrt(-2 * Math.log(u1)) * Math.cos(2 * Math.PI * u2);
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return mean + std * z0;
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};
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const getScoreColor = (score: number): 'green' | 'yellow' | 'red' => {
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if (score >= 80) return 'green';
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if (score >= 60) return 'yellow';
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return 'red';
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};
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// v3.0: 5 DIMENSIONES VIABLES
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const DIMENSIONS_CONTENT = {
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volumetry_distribution: {
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icon: BarChartHorizontal,
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titles: ["Volumetría & Distribución", "Análisis de la Demanda"],
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summaries: {
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good: ["El volumen de interacciones se alinea con las previsiones, permitiendo una planificación de personal precisa.", "La distribución horaria es uniforme con picos predecibles. Concentración Pareto equilibrada."],
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medium: ["Existen picos de demanda imprevistos que generan caídas en el nivel de servicio.", "Alta concentración en pocas colas (>80% en 20% de colas), riesgo de cuellos de botella."],
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bad: ["Desajuste crónico entre el forecast y el volumen real, resultando en sobrecostes o mal servicio.", "Distribución horaria muy irregular con múltiples picos impredecibles."]
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},
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kpis: [
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{ label: "Volumen Mensual", value: `${randomInt(5000, 25000).toLocaleString('es-ES')}` },
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{ label: "% Fuera de Horario", value: `${randomInt(15, 45)}%` },
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],
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},
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operational_efficiency: {
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icon: Zap,
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titles: ["Eficiencia Operativa", "Optimización de Tiempos"],
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summaries: {
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good: ["El ratio P90/P50 es bajo (<1.5), indicando tiempos consistentes y procesos estandarizados.", "Tiempos de espera, hold y ACW bien controlados, maximizando la productividad."],
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medium: ["El ratio P90/P50 es moderado (1.5-2.0), existen casos outliers que afectan la eficiencia.", "El tiempo de hold es ligeramente elevado, sugiriendo mejoras en acceso a información."],
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bad: ["Alto ratio P90/P50 (>2.0), indicando alta variabilidad en tiempos de gestión.", "Tiempos de ACW y hold prolongados indican procesos manuales ineficientes."]
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},
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kpis: [
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{ label: "AHT P50", value: `${randomInt(280, 450)}s` },
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{ label: "Ratio P90/P50", value: `${randomFloat(1.2, 2.5, 2)}` },
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],
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},
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effectiveness_resolution: {
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icon: Target,
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titles: ["Efectividad & Resolución", "Calidad del Servicio"],
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summaries: {
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good: ["FCR proxy >85%, mínima repetición de contactos a 7 días.", "Baja tasa de transferencias (<10%) y llamadas problemáticas (<5%)."],
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medium: ["FCR proxy 70-85%, hay oportunidad de reducir recontactos.", "Tasa de transferencias moderada (10-20%), concentradas en ciertas colas."],
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bad: ["FCR proxy <70%, alto volumen de recontactos a 7 días.", "Alta tasa de llamadas problemáticas (>15%) y transferencias excesivas."]
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},
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kpis: [
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{ label: "FCR Proxy 7d", value: `${randomInt(65, 92)}%` },
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{ label: "Tasa Transfer", value: `${randomInt(5, 25)}%` },
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],
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},
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complexity_predictability: {
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icon: Brain,
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titles: ["Complejidad & Predictibilidad", "Análisis de Variabilidad"],
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summaries: {
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good: ["Baja variabilidad AHT (ratio P90/P50 <1.5), proceso altamente predecible.", "Diversidad de tipificaciones controlada, bajo % de llamadas con múltiples holds."],
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medium: ["Variabilidad AHT moderada, algunos casos outliers afectan la predictibilidad.", "% llamadas con múltiples holds elevado (15-30%), indicando complejidad."],
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bad: ["Alta variabilidad AHT (ratio >2.0), proceso impredecible y difícil de automatizar.", "Alta diversidad de tipificaciones y % transferencias, indicando alta complejidad."]
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},
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kpis: [
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{ label: "Ratio P90/P50", value: `${randomFloat(1.2, 2.5, 2)}` },
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{ label: "% Transferencias", value: `${randomInt(5, 30)}%` },
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],
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},
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agentic_readiness: {
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icon: Bot,
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titles: ["Agentic Readiness", "Potencial de Automatización"],
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summaries: {
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good: ["Score 8-10: Excelente candidato para automatización completa con agentes IA.", "Alto volumen, baja variabilidad, pocas transferencias. Proceso repetitivo y predecible."],
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medium: ["Score 5-7: Candidato para asistencia con IA (copilot) o automatización parcial.", "Volumen moderado con algunas complejidades que requieren supervisión humana."],
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bad: ["Score 0-4: Requiere optimización previa antes de automatizar.", "Alta complejidad, baja repetitividad o variabilidad excesiva."]
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},
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kpis: [
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{ label: "Score Global", value: `${randomFloat(3.0, 9.5, 1)}/10` },
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{ label: "Categoría", value: randomFromList(['Automatizar', 'Asistir', 'Optimizar']) },
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],
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},
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};
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// Hallazgos genéricos - los específicos se generan en realDataAnalysis.ts desde datos calculados
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const KEY_FINDINGS: Finding[] = [
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{
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text: "El ratio P90/P50 de AHT es alto (>2.0), indicando alta variabilidad en tiempos de gestión.",
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dimensionId: 'operational_efficiency',
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type: 'warning',
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title: 'Alta Variabilidad en Tiempos',
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description: 'Procesos poco estandarizados generan tiempos impredecibles y afectan la planificación.',
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impact: 'high'
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},
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{
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text: "Tasa de transferencias elevada indica oportunidad de mejora en enrutamiento o capacitación.",
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dimensionId: 'effectiveness_resolution',
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type: 'warning',
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title: 'Transferencias Elevadas',
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description: 'Las transferencias frecuentes afectan la experiencia del cliente y la eficiencia operativa.',
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impact: 'high'
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},
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{
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text: "Concentración de volumen en franjas horarias específicas genera picos de demanda.",
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dimensionId: 'volumetry_distribution',
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type: 'info',
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title: 'Concentración de Demanda',
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description: 'Revisar capacidad en franjas de mayor volumen para optimizar nivel de servicio.',
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impact: 'medium'
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},
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{
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text: "Porcentaje significativo de interacciones fuera del horario laboral estándar (8-19h).",
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dimensionId: 'volumetry_distribution',
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type: 'info',
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title: 'Demanda Fuera de Horario',
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description: 'Evaluar cobertura extendida o canales de autoservicio para demanda fuera de horario.',
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impact: 'medium'
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},
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{
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text: "Oportunidades de automatización identificadas en consultas repetitivas de alto volumen.",
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dimensionId: 'agentic_readiness',
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type: 'info',
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title: 'Oportunidad de Automatización',
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description: 'Skills con alta repetitividad y baja complejidad son candidatos ideales para agentes IA.',
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impact: 'high'
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},
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];
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const RECOMMENDATIONS: Recommendation[] = [
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{
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text: "Estandarizar procesos en colas con alto ratio P90/P50 para reducir variabilidad.",
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dimensionId: 'operational_efficiency',
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priority: 'high',
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title: 'Estandarización de Procesos',
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description: 'Implementar scripts y guías paso a paso para reducir la variabilidad en tiempos de gestión.',
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impact: 'Reducción ratio P90/P50: 20-30%, Mejora predictibilidad',
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timeline: '3-4 semanas'
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},
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{
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text: "Desarrollar un bot de estado de pedido para WhatsApp para desviar el 30% de las consultas.",
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dimensionId: 'agentic_readiness',
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priority: 'high',
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title: 'Bot Automatizado de Seguimiento de Pedidos',
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description: 'Implementar ChatBot en WhatsApp para consultas con alto Agentic Score (>8).',
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impact: 'Reducción de volumen: 20-30%, Ahorro anual: €40-60K',
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timeline: '1-2 meses'
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},
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{
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text: "Revisar la planificación de personal (WFM) para los lunes, añadiendo recursos flexibles.",
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dimensionId: 'volumetry_distribution',
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priority: 'high',
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title: 'Ajuste de Plantilla (WFM)',
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description: 'Reposicionar agentes y añadir recursos part-time para los lunes 8-11h.',
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impact: 'Mejora del NSL: +15-20%, Coste adicional: €5-8K/mes',
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timeline: '1 mes'
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},
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{
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text: "Crear una Knowledge Base más robusta para reducir hold time y mejorar FCR.",
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dimensionId: 'effectiveness_resolution',
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priority: 'high',
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title: 'Mejora de Acceso a Información',
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description: 'Desarrollar una KB centralizada para reducir búsquedas y mejorar resolución en primer contacto.',
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impact: 'Reducción hold time: 15-25%, Mejora FCR: 5-10%',
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timeline: '6-8 semanas'
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},
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{
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text: "Implementar cobertura 24/7 con agentes virtuales para el 28% de interacciones fuera de horario.",
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dimensionId: 'volumetry_distribution',
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priority: 'medium',
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title: 'Cobertura 24/7 con IA',
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description: 'Desplegar agentes virtuales para gestionar interacciones nocturnas y fines de semana.',
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impact: 'Captura de demanda: 20-25%, Coste incremental: €15-20K/mes',
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timeline: '2-3 meses'
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},
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{
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text: "Simplificar tipificaciones y reducir complejidad en colas problemáticas.",
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dimensionId: 'complexity_predictability',
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priority: 'medium',
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title: 'Reducción de Complejidad',
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description: 'Consolidar tipificaciones y simplificar flujos para mejorar predictibilidad.',
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impact: 'Reducción de complejidad: 20-30%, Mejora Agentic Score',
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timeline: '4-6 semanas'
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},
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];
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// === RECOMENDACIONES BASADAS EN DATOS REALES ===
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const MAX_RECOMMENDATIONS = 4;
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const generateRecommendationsFromData = (
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analysis: AnalysisData
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): Recommendation[] => {
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const dimensions = analysis.dimensions || [];
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const dimScoreMap = new Map<string, number>();
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dimensions.forEach((d) => {
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if (d.id && typeof d.score === 'number') {
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dimScoreMap.set(d.id, d.score);
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}
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});
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const overallScore =
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typeof analysis.overallHealthScore === 'number'
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? analysis.overallHealthScore
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: 70;
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const econ = analysis.economicModel;
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const annualSavings = econ?.annualSavings ?? 0;
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const currentCost = econ?.currentAnnualCost ?? 0;
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// Relevancia por recomendación
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const scoredTemplates = RECOMMENDATIONS.map((tpl, index) => {
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const dimId = tpl.dimensionId || 'overall';
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const dimScore = dimScoreMap.get(dimId) ?? overallScore;
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let relevance = 0;
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// 1) Dimensiones débiles => más relevancia
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if (dimScore < 60) relevance += 3;
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else if (dimScore < 75) relevance += 2;
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else if (dimScore < 85) relevance += 1;
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// 2) Prioridad declarada en la plantilla
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if (tpl.priority === 'high') relevance += 2;
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else if (tpl.priority === 'medium') relevance += 1;
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// 3) Refuerzo en función del potencial económico
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if (
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annualSavings > 0 &&
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currentCost > 0 &&
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annualSavings / currentCost > 0.15 &&
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dimId === 'economy'
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) {
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relevance += 2;
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}
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// 4) Ligera penalización si la dimensión ya está muy bien (>85)
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if (dimScore > 85) relevance -= 1;
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return {
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tpl,
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relevance,
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index, // por si queremos desempatar
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};
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});
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// Filtramos las que no aportan nada (relevance <= 0)
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let filtered = scoredTemplates.filter((s) => s.relevance > 0);
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// Si ninguna pasa el filtro (por ejemplo, todo muy bien),
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// nos quedamos al menos con 2–3 de las de mayor prioridad
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if (filtered.length === 0) {
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filtered = scoredTemplates
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.slice()
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.sort((a, b) => {
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const prioWeight = (p?: 'high' | 'medium' | 'low') => {
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if (p === 'high') return 3;
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if (p === 'medium') return 2;
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return 1;
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};
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return (
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prioWeight(b.tpl.priority) - prioWeight(a.tpl.priority)
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);
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})
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.slice(0, MAX_RECOMMENDATIONS);
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} else {
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// Ordenamos por relevancia (desc), y en empate, por orden original
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filtered.sort((a, b) => {
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if (b.relevance !== a.relevance) {
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return b.relevance - a.relevance;
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}
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return a.index - b.index;
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});
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}
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const selected = filtered.slice(0, MAX_RECOMMENDATIONS).map((s) => s.tpl);
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// Mapear a tipo Recommendation completo
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return selected.map((rec, i): Recommendation => ({
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priority:
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rec.priority || (i === 0 ? ('high' as const) : ('medium' as const)),
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title: rec.title || 'Recomendación',
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description: rec.description || rec.text,
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impact:
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rec.impact ||
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'Mejora estimada del 10-20% en los KPIs clave.',
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timeline: rec.timeline || '4-8 semanas',
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// campos obligatorios:
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text:
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rec.text ||
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rec.description ||
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'Recomendación prioritaria basada en el análisis de datos.',
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dimensionId: rec.dimensionId || 'overall',
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}));
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};
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// === FINDINGS BASADOS EN DATOS REALES ===
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const MAX_FINDINGS = 5;
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const generateFindingsFromData = (
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analysis: AnalysisData
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): Finding[] => {
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const dimensions = analysis.dimensions || [];
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const dimScoreMap = new Map<string, number>();
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dimensions.forEach((d) => {
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if (d.id && typeof d.score === 'number') {
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dimScoreMap.set(d.id, d.score);
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}
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});
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const overallScore =
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typeof analysis.overallHealthScore === 'number'
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? analysis.overallHealthScore
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: 70;
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// Miramos volumetría para reforzar algunos findings
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const volumetryDim = dimensions.find(
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(d) => d.id === 'volumetry_distribution'
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);
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const offHoursPct =
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volumetryDim?.distribution_data?.off_hours_pct ?? 0;
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// Relevancia por finding
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const scoredTemplates = KEY_FINDINGS.map((tpl, index) => {
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const dimId = tpl.dimensionId || 'overall';
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const dimScore = dimScoreMap.get(dimId) ?? overallScore;
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let relevance = 0;
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// 1) Dimensiones débiles => más relevancia
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if (dimScore < 60) relevance += 3;
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else if (dimScore < 75) relevance += 2;
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else if (dimScore < 85) relevance += 1;
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// 2) Tipo de finding (critical > warning > info)
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if (tpl.type === 'critical') relevance += 3;
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else if (tpl.type === 'warning') relevance += 2;
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else relevance += 1;
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// 3) Impacto (high > medium > low)
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if (tpl.impact === 'high') relevance += 2;
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else if (tpl.impact === 'medium') relevance += 1;
|
||
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// 4) Refuerzo en volumetría si hay mucha demanda fuera de horario
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if (
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offHoursPct > 0.25 &&
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tpl.dimensionId === 'volumetry_distribution'
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) {
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relevance += 2;
|
||
if (
|
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tpl.title?.toLowerCase().includes('fuera de horario') ||
|
||
tpl.text
|
||
?.toLowerCase()
|
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.includes('fuera del horario laboral')
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) {
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relevance += 1;
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}
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}
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return {
|
||
tpl,
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relevance,
|
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index,
|
||
};
|
||
});
|
||
|
||
// Filtramos los que no aportan nada (relevance <= 0)
|
||
let filtered = scoredTemplates.filter((s) => s.relevance > 0);
|
||
|
||
// Si nada pasa el filtro, cogemos al menos algunos por prioridad/tipo
|
||
if (filtered.length === 0) {
|
||
filtered = scoredTemplates
|
||
.slice()
|
||
.sort((a, b) => {
|
||
const typeWeight = (t?: Finding['type']) => {
|
||
if (t === 'critical') return 3;
|
||
if (t === 'warning') return 2;
|
||
return 1;
|
||
};
|
||
const impactWeight = (imp?: string) => {
|
||
if (imp === 'high') return 3;
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||
if (imp === 'medium') return 2;
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||
return 1;
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||
};
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||
const scoreA =
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||
typeWeight(a.tpl.type) + impactWeight(a.tpl.impact);
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||
const scoreB =
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||
typeWeight(b.tpl.type) + impactWeight(b.tpl.impact);
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||
return scoreB - scoreA;
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||
})
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||
.slice(0, MAX_FINDINGS);
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||
} else {
|
||
// Ordenamos por relevancia (desc), y en empate, por orden original
|
||
filtered.sort((a, b) => {
|
||
if (b.relevance !== a.relevance) {
|
||
return b.relevance - a.relevance;
|
||
}
|
||
return a.index - b.index;
|
||
});
|
||
}
|
||
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||
const selected = filtered.slice(0, MAX_FINDINGS).map((s) => s.tpl);
|
||
|
||
// Mapear a tipo Finding completo
|
||
return selected.map((finding, i): Finding => ({
|
||
type:
|
||
finding.type ||
|
||
(i === 0
|
||
? ('warning' as const)
|
||
: ('info' as const)),
|
||
title: finding.title || 'Hallazgo',
|
||
description: finding.description || finding.text,
|
||
// campos obligatorios:
|
||
text:
|
||
finding.text ||
|
||
finding.description ||
|
||
'Hallazgo relevante basado en datos.',
|
||
dimensionId: finding.dimensionId || 'overall',
|
||
impact: finding.impact,
|
||
}));
|
||
};
|
||
|
||
|
||
const generateFindingsFromTemplates = (): Finding[] => {
|
||
return [
|
||
...new Set(
|
||
Array.from({ length: 3 }, () => randomFromList(KEY_FINDINGS))
|
||
),
|
||
].map((finding, i): Finding => ({
|
||
type: finding.type || (i === 0 ? 'warning' : 'info'),
|
||
title: finding.title || 'Hallazgo',
|
||
description: finding.description || finding.text,
|
||
// campos obligatorios:
|
||
text: finding.text || finding.description || 'Hallazgo relevante',
|
||
dimensionId: finding.dimensionId || 'overall',
|
||
impact: finding.impact,
|
||
}));
|
||
};
|
||
|
||
const generateRecommendationsFromTemplates = (): Recommendation[] => {
|
||
return [
|
||
...new Set(
|
||
Array.from({ length: 3 }, () => randomFromList(RECOMMENDATIONS))
|
||
),
|
||
].map((rec, i): Recommendation => ({
|
||
priority: rec.priority || (i === 0 ? 'high' : 'medium'),
|
||
title: rec.title || 'Recomendación',
|
||
description: rec.description || rec.text,
|
||
impact: rec.impact || 'Mejora estimada del 20-30%',
|
||
timeline: rec.timeline || '1-2 semanas',
|
||
// campos obligatorios:
|
||
text: rec.text || rec.description || 'Recomendación prioritaria',
|
||
dimensionId: rec.dimensionId || 'overall',
|
||
}));
|
||
};
|
||
|
||
|
||
// v2.0: Generar distribución horaria realista
|
||
const generateHourlyDistribution = (): number[] => {
|
||
// Distribución con picos en 9-11h y 14-17h
|
||
const distribution = Array(24).fill(0).map((_, hour) => {
|
||
if (hour >= 9 && hour <= 11) return randomInt(800, 1200); // Pico mañana
|
||
if (hour >= 14 && hour <= 17) return randomInt(700, 1000); // Pico tarde
|
||
if (hour >= 8 && hour <= 18) return randomInt(300, 600); // Horario laboral
|
||
return randomInt(50, 200); // Fuera de horario
|
||
});
|
||
return distribution;
|
||
};
|
||
|
||
// v2.0: Calcular % fuera de horario
|
||
const calculateOffHoursPct = (hourly_distribution: number[]): number => {
|
||
const total = hourly_distribution.reduce((a, b) => a + b, 0);
|
||
if (total === 0) return 0; // Evitar división por cero
|
||
const off_hours = hourly_distribution.slice(0, 8).reduce((a, b) => a + b, 0) +
|
||
hourly_distribution.slice(19, 24).reduce((a, b) => a + b, 0);
|
||
return off_hours / total;
|
||
};
|
||
|
||
// v2.0: Identificar horas pico
|
||
const identifyPeakHours = (hourly_distribution: number[]): number[] => {
|
||
if (!hourly_distribution || hourly_distribution.length === 0) return [];
|
||
const sorted = [...hourly_distribution].sort((a, b) => b - a);
|
||
const threshold = sorted[Math.min(2, sorted.length - 1)] || 0; // Top 3 o máximo disponible
|
||
return hourly_distribution
|
||
.map((val, idx) => val >= threshold ? idx : -1)
|
||
.filter(idx => idx !== -1);
|
||
};
|
||
|
||
// v2.1: Generar heatmap con nueva lógica de transformación (3 dimensiones)
|
||
const generateHeatmapData = (
|
||
costPerHour: number = 20,
|
||
avgCsat: number = 85,
|
||
segmentMapping?: { high_value_queues: string[]; medium_value_queues: string[]; low_value_queues: string[] }
|
||
): HeatmapDataPoint[] => {
|
||
const skills = ['Ventas Inbound', 'Soporte Técnico N1', 'Facturación', 'Retención', 'VIP Support', 'Trial Support'];
|
||
const COST_PER_SECOND = costPerHour / 3600;
|
||
|
||
return skills.map(skill => {
|
||
const volume = randomInt(800, 5500); // Volumen mensual (ampliado para cubrir rango de repetitividad)
|
||
|
||
// Simular raw data: duration_talk, hold_time, wrap_up_time
|
||
const avg_talk_time = randomInt(240, 450); // segundos
|
||
const avg_hold_time = randomInt(15, 80); // segundos
|
||
const avg_wrap_up = randomInt(10, 50); // segundos
|
||
const aht_mean = avg_talk_time + avg_hold_time + avg_wrap_up; // AHT promedio
|
||
|
||
// Simular desviación estándar del AHT (para CV)
|
||
const aht_std = randomInt(Math.round(aht_mean * 0.15), Math.round(aht_mean * 0.60)); // 15-60% del AHT
|
||
const cv_aht = aht_std / aht_mean; // Coeficiente de Variación
|
||
|
||
// Transfer rate (para complejidad inversa)
|
||
const transfer_rate = randomInt(5, 35); // %
|
||
const fcr_approx = 100 - transfer_rate; // FCR aproximado
|
||
|
||
// Coste del período (mensual) - con factor de productividad 70%
|
||
const effectiveProductivity = 0.70;
|
||
const period_cost = Math.round((aht_mean / 3600) * costPerHour * volume / effectiveProductivity);
|
||
const annual_cost = period_cost; // Renombrado por compatibilidad, pero es coste mensual
|
||
// CPI = coste por interacción
|
||
const cpi = volume > 0 ? period_cost / volume : 0;
|
||
|
||
// === NUEVA LÓGICA: 3 DIMENSIONES ===
|
||
|
||
// Dimensión 1: Predictibilidad (Proxy: CV del AHT)
|
||
// Fórmula: MAX(0, MIN(10, 10 - ((CV - 0.3) / 1.2 * 10)))
|
||
const predictability_score = Math.max(0, Math.min(10,
|
||
10 - ((cv_aht - 0.3) / 1.2 * 10)
|
||
));
|
||
|
||
// Dimensión 2: Complejidad Inversa (Proxy: Tasa de Transferencia)
|
||
// Fórmula: MAX(0, MIN(10, 10 - ((T - 0.05) / 0.25 * 10)))
|
||
const complexity_inverse_score = Math.max(0, Math.min(10,
|
||
10 - ((transfer_rate / 100 - 0.05) / 0.25 * 10)
|
||
));
|
||
|
||
// Dimensión 3: Repetitividad/Impacto (Proxy: Volumen)
|
||
// > 5,000 = 10, < 100 = 0, interpolación lineal entre 100-5000
|
||
let repetitivity_score: number;
|
||
if (volume >= 5000) {
|
||
repetitivity_score = 10;
|
||
} else if (volume <= 100) {
|
||
repetitivity_score = 0;
|
||
} else {
|
||
repetitivity_score = ((volume - 100) / (5000 - 100)) * 10;
|
||
}
|
||
|
||
// Agentic Readiness Score (Promedio ponderado)
|
||
// Pesos: Predictibilidad 40%, Complejidad 35%, Repetitividad 25%
|
||
const agentic_readiness_score =
|
||
predictability_score * 0.40 +
|
||
complexity_inverse_score * 0.35 +
|
||
repetitivity_score * 0.25;
|
||
|
||
// Categoría de readiness
|
||
let readiness_category: 'automate_now' | 'assist_copilot' | 'optimize_first';
|
||
if (agentic_readiness_score >= 8.0) {
|
||
readiness_category = 'automate_now';
|
||
} else if (agentic_readiness_score >= 5.0) {
|
||
readiness_category = 'assist_copilot';
|
||
} else {
|
||
readiness_category = 'optimize_first';
|
||
}
|
||
|
||
const automation_readiness = Math.round(agentic_readiness_score * 10); // Escala 0-100 para compatibilidad
|
||
|
||
// Clasificar segmento si hay mapeo
|
||
let segment: CustomerSegment | undefined;
|
||
if (segmentMapping) {
|
||
const normalizedSkill = skill.toLowerCase();
|
||
if (segmentMapping.high_value_queues.some(q => normalizedSkill.includes(q.toLowerCase()))) {
|
||
segment = 'high';
|
||
} else if (segmentMapping.low_value_queues.some(q => normalizedSkill.includes(q.toLowerCase()))) {
|
||
segment = 'low';
|
||
} else {
|
||
segment = 'medium';
|
||
}
|
||
}
|
||
|
||
return {
|
||
skill,
|
||
segment,
|
||
volume,
|
||
cost_volume: volume, // En datos sintéticos, asumimos que todos son non-abandon
|
||
aht_seconds: aht_mean, // Renombrado para compatibilidad
|
||
metrics: {
|
||
fcr: isNaN(fcr_approx) ? 0 : Math.max(0, Math.min(100, Math.round(fcr_approx))),
|
||
aht: isNaN(aht_mean) ? 0 : Math.max(0, Math.min(100, Math.round(100 - ((aht_mean - 240) / 310) * 100))),
|
||
csat: isNaN(avgCsat) ? 0 : Math.max(0, Math.min(100, Math.round(avgCsat))),
|
||
hold_time: isNaN(avg_hold_time) ? 0 : Math.max(0, Math.min(100, Math.round(100 - (avg_hold_time / 120) * 100))),
|
||
transfer_rate: isNaN(transfer_rate) ? 0 : Math.max(0, Math.min(100, Math.round(transfer_rate * 100)))
|
||
},
|
||
annual_cost,
|
||
cpi,
|
||
variability: {
|
||
cv_aht: Math.round(cv_aht * 100), // Convertir a porcentaje
|
||
cv_talk_time: 0, // Deprecado en v2.1
|
||
cv_hold_time: 0, // Deprecado en v2.1
|
||
transfer_rate
|
||
},
|
||
automation_readiness,
|
||
// Nuevas dimensiones (v2.1)
|
||
dimensions: {
|
||
predictability: Math.round(predictability_score * 10) / 10,
|
||
complexity_inverse: Math.round(complexity_inverse_score * 10) / 10,
|
||
repetitivity: Math.round(repetitivity_score * 10) / 10
|
||
},
|
||
readiness_category
|
||
};
|
||
});
|
||
};
|
||
|
||
// v2.0: Añadir NPV y costBreakdown
|
||
const generateEconomicModelData = (): EconomicModelData => {
|
||
const currentAnnualCost = randomInt(800000, 2500000);
|
||
const annualSavings = randomInt(150000, 500000);
|
||
const futureAnnualCost = currentAnnualCost - annualSavings;
|
||
const initialInvestment = randomInt(40000, 150000);
|
||
const paybackMonths = Math.ceil((initialInvestment / annualSavings) * 12);
|
||
const roi3yr = (((annualSavings * 3) - initialInvestment) / initialInvestment) * 100;
|
||
|
||
// NPV con tasa de descuento 10%
|
||
const discountRate = 0.10;
|
||
const npv = -initialInvestment +
|
||
(annualSavings / (1 + discountRate)) +
|
||
(annualSavings / Math.pow(1 + discountRate, 2)) +
|
||
(annualSavings / Math.pow(1 + discountRate, 3));
|
||
|
||
const savingsBreakdown = [
|
||
{ category: 'Automatización de tareas', amount: annualSavings * 0.45, percentage: 45 },
|
||
{ category: 'Eficiencia operativa', amount: annualSavings * 0.30, percentage: 30 },
|
||
{ category: 'Mejora FCR', amount: annualSavings * 0.15, percentage: 15 },
|
||
{ category: 'Reducción attrition', amount: annualSavings * 0.075, percentage: 7.5 },
|
||
{ category: 'Otros', amount: annualSavings * 0.025, percentage: 2.5 },
|
||
];
|
||
|
||
const costBreakdown = [
|
||
{ category: 'Software y licencias', amount: initialInvestment * 0.43, percentage: 43 },
|
||
{ category: 'Implementación', amount: initialInvestment * 0.29, percentage: 29 },
|
||
{ category: 'Training y change mgmt', amount: initialInvestment * 0.18, percentage: 18 },
|
||
{ category: 'Contingencia', amount: initialInvestment * 0.10, percentage: 10 },
|
||
];
|
||
|
||
return {
|
||
currentAnnualCost,
|
||
futureAnnualCost,
|
||
annualSavings,
|
||
initialInvestment,
|
||
paybackMonths,
|
||
roi3yr: parseFloat(roi3yr.toFixed(1)),
|
||
npv: Math.round(npv),
|
||
savingsBreakdown,
|
||
costBreakdown
|
||
};
|
||
};
|
||
|
||
// v2.0: Añadir percentiles múltiples
|
||
const generateBenchmarkData = (): BenchmarkDataPoint[] => {
|
||
const userAHT = randomInt(380, 450);
|
||
const industryAHT = 420;
|
||
const userFCR = randomFloat(0.65, 0.78, 2);
|
||
const industryFCR = 0.72;
|
||
const userCSAT = randomFloat(4.1, 4.6, 1);
|
||
const industryCSAT = 4.3;
|
||
const userCPI = randomFloat(2.8, 4.5, 2);
|
||
const industryCPI = 3.5;
|
||
|
||
return [
|
||
{
|
||
kpi: 'AHT Promedio',
|
||
userValue: userAHT,
|
||
userDisplay: `${userAHT}s`,
|
||
industryValue: industryAHT,
|
||
industryDisplay: `${industryAHT}s`,
|
||
percentile: randomInt(40, 75),
|
||
p25: 380,
|
||
p50: 420,
|
||
p75: 460,
|
||
p90: 510
|
||
},
|
||
{
|
||
kpi: 'Tasa FCR',
|
||
userValue: userFCR,
|
||
userDisplay: `${(userFCR * 100).toFixed(0)}%`,
|
||
industryValue: industryFCR,
|
||
industryDisplay: `${(industryFCR * 100).toFixed(0)}%`,
|
||
percentile: randomInt(30, 65),
|
||
p25: 0.65,
|
||
p50: 0.72,
|
||
p75: 0.82,
|
||
p90: 0.88
|
||
},
|
||
{
|
||
kpi: 'CSAT',
|
||
userValue: userCSAT,
|
||
userDisplay: `${userCSAT}/5`,
|
||
industryValue: industryCSAT,
|
||
industryDisplay: `${industryCSAT}/5`,
|
||
percentile: randomInt(45, 80),
|
||
p25: 4.0,
|
||
p50: 4.3,
|
||
p75: 4.6,
|
||
p90: 4.8
|
||
},
|
||
{
|
||
kpi: 'Coste por Interacción (Voz)',
|
||
userValue: userCPI,
|
||
userDisplay: `€${userCPI.toFixed(2)}`,
|
||
industryValue: industryCPI,
|
||
industryDisplay: `€${industryCPI.toFixed(2)}`,
|
||
percentile: randomInt(50, 85),
|
||
p25: 2.8,
|
||
p50: 3.5,
|
||
p75: 4.2,
|
||
p90: 5.0
|
||
},
|
||
];
|
||
};
|
||
|
||
export const generateAnalysis = async (
|
||
tier: TierKey,
|
||
costPerHour: number = 20,
|
||
avgCsat: number = 85,
|
||
segmentMapping?: { high_value_queues: string[]; medium_value_queues: string[]; low_value_queues: string[] },
|
||
file?: File,
|
||
sheetUrl?: string,
|
||
useSynthetic?: boolean,
|
||
authHeaderOverride?: string
|
||
): Promise<AnalysisData> => {
|
||
// Si hay archivo, procesarlo
|
||
// Si hay archivo, primero intentamos usar el backend
|
||
if (file && !useSynthetic) {
|
||
console.log('📡 Processing file (API first):', file.name);
|
||
|
||
// Pre-parsear archivo para obtener dateRange y interacciones (se usa en ambas rutas)
|
||
let dateRange: { min: string; max: string } | undefined;
|
||
let parsedInteractions: RawInteraction[] | undefined;
|
||
try {
|
||
const { parseFile, validateInteractions } = await import('./fileParser');
|
||
const interactions = await parseFile(file);
|
||
const validation = validateInteractions(interactions);
|
||
dateRange = validation.stats.dateRange || undefined;
|
||
parsedInteractions = interactions; // Guardar para usar en drilldownData
|
||
console.log(`📅 Date range extracted: ${dateRange?.min} to ${dateRange?.max}`);
|
||
console.log(`📊 Parsed ${interactions.length} interactions for drilldown`);
|
||
|
||
// Cachear el archivo CSV en el servidor para uso futuro
|
||
try {
|
||
if (authHeaderOverride && file) {
|
||
await saveFileToServerCache(authHeaderOverride, file, costPerHour);
|
||
console.log(`💾 Archivo CSV cacheado en el servidor para uso futuro`);
|
||
} else {
|
||
console.warn('⚠️ No se pudo cachear: falta authHeader o file');
|
||
}
|
||
} catch (cacheError) {
|
||
console.warn('⚠️ No se pudo cachear archivo:', cacheError);
|
||
}
|
||
} catch (e) {
|
||
console.warn('⚠️ Could not extract dateRange from file:', e);
|
||
}
|
||
|
||
// 1) Intentar backend + mapeo
|
||
try {
|
||
const raw = await callAnalysisApiRaw({
|
||
tier,
|
||
costPerHour,
|
||
avgCsat,
|
||
segmentMapping,
|
||
file,
|
||
authHeaderOverride,
|
||
});
|
||
|
||
const mapped = mapBackendResultsToAnalysisData(raw, tier);
|
||
|
||
// Añadir dateRange extraído del archivo
|
||
mapped.dateRange = dateRange;
|
||
|
||
// Heatmap: usar cálculos del frontend (parsedInteractions) para consistencia
|
||
// Esto asegura que dashboard muestre los mismos valores que los logs de realDataAnalysis
|
||
if (parsedInteractions && parsedInteractions.length > 0) {
|
||
const skillMetrics = calculateSkillMetrics(parsedInteractions, costPerHour);
|
||
mapped.heatmapData = generateHeatmapFromMetrics(skillMetrics, avgCsat, segmentMapping);
|
||
console.log('📊 Heatmap generado desde frontend (parsedInteractions) - métricas consistentes');
|
||
} else {
|
||
// Fallback: usar backend si no hay parsedInteractions
|
||
mapped.heatmapData = buildHeatmapFromBackend(
|
||
raw,
|
||
costPerHour,
|
||
avgCsat,
|
||
segmentMapping
|
||
);
|
||
console.log('📊 Heatmap generado desde backend (fallback - sin parsedInteractions)');
|
||
}
|
||
|
||
// v3.5: Calcular drilldownData PRIMERO (necesario para opportunities y roadmap)
|
||
if (parsedInteractions && parsedInteractions.length > 0) {
|
||
mapped.drilldownData = calculateDrilldownMetrics(parsedInteractions, costPerHour);
|
||
console.log(`📊 Drill-down calculado: ${mapped.drilldownData.length} skills, ${mapped.drilldownData.filter(d => d.isPriorityCandidate).length} candidatos prioritarios`);
|
||
|
||
// v4.4: Cachear drilldownData en el servidor ANTES de retornar (fix: era fire-and-forget)
|
||
// Esto asegura que el cache esté disponible cuando el usuario haga "Usar Cache"
|
||
if (authHeaderOverride && mapped.drilldownData.length > 0) {
|
||
try {
|
||
const cacheSuccess = await saveDrilldownToServerCache(authHeaderOverride, mapped.drilldownData);
|
||
if (cacheSuccess) {
|
||
console.log('💾 DrilldownData cacheado en servidor correctamente');
|
||
} else {
|
||
console.warn('⚠️ No se pudo cachear drilldownData - fallback a heatmap en próximo uso');
|
||
}
|
||
} catch (cacheErr) {
|
||
console.warn('⚠️ Error cacheando drilldownData:', cacheErr);
|
||
}
|
||
}
|
||
|
||
// Usar oportunidades y roadmap basados en drilldownData (datos reales)
|
||
mapped.opportunities = generateOpportunitiesFromDrilldown(mapped.drilldownData, costPerHour);
|
||
mapped.roadmap = generateRoadmapFromDrilldown(mapped.drilldownData, costPerHour);
|
||
console.log(`📊 Opportunities: ${mapped.opportunities.length}, Roadmap: ${mapped.roadmap.length}`);
|
||
} else {
|
||
console.warn('⚠️ No hay interacciones parseadas, usando heatmap para drilldown');
|
||
// v4.3: Generar drilldownData desde heatmap para usar mismas funciones
|
||
mapped.drilldownData = generateDrilldownFromHeatmap(mapped.heatmapData, costPerHour);
|
||
mapped.opportunities = generateOpportunitiesFromDrilldown(mapped.drilldownData, costPerHour);
|
||
mapped.roadmap = generateRoadmapFromDrilldown(mapped.drilldownData, costPerHour);
|
||
}
|
||
|
||
// Findings y recommendations
|
||
mapped.findings = generateFindingsFromData(mapped);
|
||
mapped.recommendations = generateRecommendationsFromData(mapped);
|
||
|
||
// Benchmark: de momento no tenemos datos reales
|
||
mapped.benchmarkData = [];
|
||
|
||
console.log(
|
||
'✅ Usando resultados del backend mapeados (heatmap + opportunities + drilldown reales)'
|
||
);
|
||
return mapped;
|
||
|
||
|
||
} catch (apiError: any) {
|
||
const status = apiError?.status;
|
||
const msg = (apiError as Error).message || '';
|
||
|
||
// 🔐 Si es un error de autenticación (401), NO hacemos fallback
|
||
if (status === 401 || msg.includes('401')) {
|
||
console.error(
|
||
'❌ Error de autenticación en backend, abortando análisis (sin fallback).'
|
||
);
|
||
throw apiError;
|
||
}
|
||
|
||
console.error(
|
||
'❌ Backend /analysis no disponible o mapeo incompleto, fallback a lógica local:',
|
||
apiError
|
||
);
|
||
}
|
||
|
||
// 2) Fallback completo: lógica antigua del frontend
|
||
try {
|
||
const { parseFile, validateInteractions } = await import('./fileParser');
|
||
|
||
const interactions = await parseFile(file);
|
||
const validation = validateInteractions(interactions);
|
||
|
||
if (!validation.valid) {
|
||
console.error('❌ Validation errors:', validation.errors);
|
||
throw new Error(
|
||
`Validación fallida: ${validation.errors.join(', ')}`
|
||
);
|
||
}
|
||
|
||
if (validation.warnings.length > 0) {
|
||
console.warn('⚠️ Warnings:', validation.warnings);
|
||
}
|
||
|
||
return generateAnalysisFromRealData(
|
||
tier,
|
||
interactions,
|
||
costPerHour,
|
||
avgCsat,
|
||
segmentMapping
|
||
);
|
||
} catch (error) {
|
||
console.error('❌ Error processing file:', error);
|
||
throw new Error(
|
||
`Error procesando archivo: ${(error as Error).message}`
|
||
);
|
||
}
|
||
}
|
||
|
||
// Si hay URL de Google Sheets, procesarla (TODO: implementar)
|
||
if (sheetUrl && !useSynthetic) {
|
||
console.warn('🔗 Google Sheets URL processing not implemented yet, using synthetic data');
|
||
}
|
||
|
||
// Generar datos sintéticos (fallback)
|
||
console.log('✨ Generating synthetic data');
|
||
return generateSyntheticAnalysis(tier, costPerHour, avgCsat, segmentMapping);
|
||
};
|
||
|
||
/**
|
||
* Genera análisis usando el archivo CSV cacheado en el servidor
|
||
* Permite re-analizar sin necesidad de subir el archivo de nuevo
|
||
* Funciona entre diferentes navegadores y dispositivos
|
||
*
|
||
* v3.5: Descarga el CSV cacheado para parsear localmente y obtener
|
||
* todas las colas originales (original_queue_id) en lugar de solo
|
||
* las 9 categorías agregadas (queue_skill)
|
||
*/
|
||
export const generateAnalysisFromCache = async (
|
||
tier: TierKey,
|
||
costPerHour: number = 20,
|
||
avgCsat: number = 85,
|
||
segmentMapping?: { high_value_queues: string[]; medium_value_queues: string[]; low_value_queues: string[] },
|
||
authHeaderOverride?: string
|
||
): Promise<AnalysisData> => {
|
||
console.log('💾 Analyzing from server-cached file...');
|
||
|
||
// Verificar que tenemos authHeader
|
||
if (!authHeaderOverride) {
|
||
throw new Error('Se requiere autenticación para acceder a la caché del servidor.');
|
||
}
|
||
|
||
const API_BASE_URL = import.meta.env.VITE_API_BASE_URL || 'http://localhost:8000';
|
||
|
||
// Preparar datos de economía
|
||
const economyData = {
|
||
costPerHour,
|
||
avgCsat,
|
||
segmentMapping,
|
||
};
|
||
|
||
// Crear FormData para el endpoint
|
||
const formData = new FormData();
|
||
formData.append('economy_json', JSON.stringify(economyData));
|
||
formData.append('analysis', 'premium');
|
||
|
||
console.log('📡 Running backend analysis and drilldown fetch in parallel...');
|
||
|
||
// === EJECUTAR EN PARALELO: Backend analysis + DrilldownData fetch ===
|
||
const backendAnalysisPromise = fetch(`${API_BASE_URL}/analysis/cached`, {
|
||
method: 'POST',
|
||
headers: {
|
||
Authorization: authHeaderOverride,
|
||
},
|
||
body: formData,
|
||
});
|
||
|
||
// Obtener drilldownData cacheado (pequeño JSON, muy rápido)
|
||
const drilldownPromise = getCachedDrilldown(authHeaderOverride);
|
||
|
||
// Esperar ambas operaciones en paralelo
|
||
const [response, cachedDrilldownData] = await Promise.all([backendAnalysisPromise, drilldownPromise]);
|
||
|
||
if (cachedDrilldownData) {
|
||
console.log(`✅ Got cached drilldownData: ${cachedDrilldownData.length} skills`);
|
||
} else {
|
||
console.warn('⚠️ No cached drilldownData found, will use heatmap fallback');
|
||
}
|
||
|
||
try {
|
||
if (response.status === 404) {
|
||
throw new Error('No hay archivo cacheado en el servidor. Por favor, sube un archivo CSV primero.');
|
||
}
|
||
|
||
if (!response.ok) {
|
||
const errorText = await response.text();
|
||
console.error('❌ Backend error:', response.status, errorText);
|
||
throw new Error(`Error del servidor (${response.status}): ${errorText}`);
|
||
}
|
||
|
||
const rawResponse = await response.json();
|
||
const raw = rawResponse.results;
|
||
const dateRangeFromBackend = rawResponse.dateRange;
|
||
const uniqueQueuesFromBackend = rawResponse.uniqueQueues;
|
||
console.log('✅ Backend analysis from cache completed');
|
||
console.log('📅 Date range from backend:', dateRangeFromBackend);
|
||
console.log('📊 Unique queues from backend:', uniqueQueuesFromBackend);
|
||
|
||
// Mapear resultados del backend a AnalysisData (solo 2 parámetros)
|
||
console.log('📦 Raw backend results keys:', Object.keys(raw || {}));
|
||
console.log('📦 volumetry:', raw?.volumetry ? 'present' : 'missing');
|
||
console.log('📦 operational_performance:', raw?.operational_performance ? 'present' : 'missing');
|
||
console.log('📦 agentic_readiness:', raw?.agentic_readiness ? 'present' : 'missing');
|
||
|
||
const mapped = mapBackendResultsToAnalysisData(raw, tier);
|
||
console.log('📊 Mapped data summaryKpis:', mapped.summaryKpis?.length || 0);
|
||
console.log('📊 Mapped data dimensions:', mapped.dimensions?.length || 0);
|
||
|
||
// Añadir dateRange desde el backend
|
||
if (dateRangeFromBackend && dateRangeFromBackend.min && dateRangeFromBackend.max) {
|
||
mapped.dateRange = dateRangeFromBackend;
|
||
}
|
||
|
||
// Heatmap: construir a partir de datos reales del backend
|
||
mapped.heatmapData = buildHeatmapFromBackend(
|
||
raw,
|
||
costPerHour,
|
||
avgCsat,
|
||
segmentMapping
|
||
);
|
||
console.log('📊 Heatmap data points:', mapped.heatmapData?.length || 0);
|
||
|
||
// === DrilldownData: usar cacheado (rápido) o fallback a heatmap ===
|
||
if (cachedDrilldownData && cachedDrilldownData.length > 0) {
|
||
// Usar drilldownData cacheado directamente (ya calculado al subir archivo)
|
||
mapped.drilldownData = cachedDrilldownData;
|
||
console.log(`📊 Usando drilldownData cacheado: ${mapped.drilldownData.length} skills`);
|
||
|
||
// Contar colas originales para log
|
||
const uniqueOriginalQueues = new Set(
|
||
mapped.drilldownData.flatMap((d: any) =>
|
||
(d.originalQueues || []).map((q: any) => q.original_queue_id)
|
||
).filter((q: string) => q && q.trim() !== '')
|
||
).size;
|
||
console.log(`📊 Total original queues: ${uniqueOriginalQueues}`);
|
||
|
||
// Usar oportunidades y roadmap basados en drilldownData real
|
||
mapped.opportunities = generateOpportunitiesFromDrilldown(mapped.drilldownData, costPerHour);
|
||
mapped.roadmap = generateRoadmapFromDrilldown(mapped.drilldownData, costPerHour);
|
||
console.log(`📊 Opportunities: ${mapped.opportunities.length}, Roadmap: ${mapped.roadmap.length}`);
|
||
} else if (mapped.heatmapData && mapped.heatmapData.length > 0) {
|
||
// v4.5: No hay drilldownData cacheado - intentar calcularlo desde el CSV cacheado
|
||
console.log('⚠️ No cached drilldownData found, attempting to calculate from cached CSV...');
|
||
|
||
let calculatedDrilldown = false;
|
||
|
||
try {
|
||
// Descargar y parsear el CSV cacheado para calcular drilldown real
|
||
const cachedFile = await downloadCachedFile(authHeaderOverride);
|
||
if (cachedFile) {
|
||
console.log(`📥 Downloaded cached CSV: ${(cachedFile.size / 1024 / 1024).toFixed(2)} MB`);
|
||
|
||
const { parseFile } = await import('./fileParser');
|
||
const parsedInteractions = await parseFile(cachedFile);
|
||
|
||
if (parsedInteractions && parsedInteractions.length > 0) {
|
||
console.log(`📊 Parsed ${parsedInteractions.length} interactions from cached CSV`);
|
||
|
||
// Calcular drilldown real desde interacciones
|
||
mapped.drilldownData = calculateDrilldownMetrics(parsedInteractions, costPerHour);
|
||
console.log(`📊 Calculated drilldown: ${mapped.drilldownData.length} skills`);
|
||
|
||
// Guardar drilldown en cache para próximo uso
|
||
try {
|
||
const saveSuccess = await saveDrilldownToServerCache(authHeaderOverride, mapped.drilldownData);
|
||
if (saveSuccess) {
|
||
console.log('💾 DrilldownData saved to cache for future use');
|
||
} else {
|
||
console.warn('⚠️ Failed to save drilldownData to cache');
|
||
}
|
||
} catch (saveErr) {
|
||
console.warn('⚠️ Error saving drilldownData to cache:', saveErr);
|
||
}
|
||
|
||
calculatedDrilldown = true;
|
||
}
|
||
}
|
||
} catch (csvErr) {
|
||
console.warn('⚠️ Could not calculate drilldown from cached CSV:', csvErr);
|
||
}
|
||
|
||
if (!calculatedDrilldown) {
|
||
// Fallback final: usar heatmap (datos aproximados)
|
||
console.warn('━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━');
|
||
console.warn('⚠️ FALLBACK ACTIVO: No hay drilldownData cacheado');
|
||
console.warn(' Causa probable: El CSV no se subió correctamente o la caché expiró');
|
||
console.warn(' Consecuencia: Usando datos agregados del heatmap (menos precisos)');
|
||
console.warn(' Solución: Vuelva a subir el archivo CSV para obtener datos completos');
|
||
console.warn('━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━');
|
||
|
||
mapped.drilldownData = generateDrilldownFromHeatmap(mapped.heatmapData, costPerHour);
|
||
console.log(`📊 Drill-down desde heatmap (fallback): ${mapped.drilldownData.length} skills agregados`);
|
||
}
|
||
|
||
// Usar mismas funciones que ruta fresh para consistencia
|
||
mapped.opportunities = generateOpportunitiesFromDrilldown(mapped.drilldownData, costPerHour);
|
||
mapped.roadmap = generateRoadmapFromDrilldown(mapped.drilldownData, costPerHour);
|
||
}
|
||
|
||
// Findings y recommendations
|
||
mapped.findings = generateFindingsFromData(mapped);
|
||
mapped.recommendations = generateRecommendationsFromData(mapped);
|
||
|
||
// Benchmark: vacío por ahora
|
||
mapped.benchmarkData = [];
|
||
|
||
// Marcar que viene del backend/caché
|
||
mapped.source = 'backend';
|
||
|
||
console.log('✅ Analysis generated from server-cached file');
|
||
return mapped;
|
||
} catch (error) {
|
||
console.error('❌ Error analyzing from cache:', error);
|
||
throw error;
|
||
}
|
||
};
|
||
|
||
// Función auxiliar para generar drilldownData desde heatmapData cuando no tenemos parsedInteractions
|
||
function generateDrilldownFromHeatmap(
|
||
heatmapData: HeatmapDataPoint[],
|
||
costPerHour: number
|
||
): DrilldownDataPoint[] {
|
||
return heatmapData.map(hp => {
|
||
const cvAht = hp.variability?.cv_aht || 0;
|
||
const transferRate = hp.variability?.transfer_rate || hp.metrics?.transfer_rate || 0;
|
||
const fcrRate = hp.metrics?.fcr || 0;
|
||
// FCR Técnico: usar el campo si existe, sino calcular como 100 - transfer_rate
|
||
const fcrTecnico = hp.metrics?.fcr_tecnico ?? (100 - transferRate);
|
||
const agenticScore = hp.dimensions
|
||
? (hp.dimensions.predictability * 0.4 + hp.dimensions.complexity_inverse * 0.35 + hp.dimensions.repetitivity * 0.25)
|
||
: (hp.automation_readiness || 0) / 10;
|
||
|
||
// v4.4: Usar clasificarTierSimple con TODOS los datos disponibles del heatmap
|
||
// cvAht, transferRate y fcrRate están en % (ej: 75), clasificarTierSimple espera decimal (ej: 0.75)
|
||
const tier = clasificarTierSimple(
|
||
agenticScore,
|
||
cvAht / 100, // CV como decimal
|
||
transferRate / 100, // Transfer como decimal
|
||
fcrRate / 100, // FCR como decimal (nuevo en v4.4)
|
||
hp.volume // Volumen para red flag check (nuevo en v4.4)
|
||
);
|
||
|
||
return {
|
||
skill: hp.skill,
|
||
volume: hp.volume,
|
||
volumeValid: hp.volume,
|
||
aht_mean: hp.aht_seconds,
|
||
cv_aht: cvAht,
|
||
transfer_rate: transferRate,
|
||
fcr_rate: fcrRate,
|
||
fcr_tecnico: fcrTecnico, // FCR Técnico para consistencia con Summary
|
||
agenticScore: agenticScore,
|
||
isPriorityCandidate: cvAht < 75,
|
||
originalQueues: [{
|
||
original_queue_id: hp.skill,
|
||
volume: hp.volume,
|
||
volumeValid: hp.volume,
|
||
aht_mean: hp.aht_seconds,
|
||
cv_aht: cvAht,
|
||
transfer_rate: transferRate,
|
||
fcr_rate: fcrRate,
|
||
fcr_tecnico: fcrTecnico, // FCR Técnico para consistencia con Summary
|
||
agenticScore: agenticScore,
|
||
tier: tier,
|
||
isPriorityCandidate: cvAht < 75,
|
||
}],
|
||
};
|
||
});
|
||
}
|
||
|
||
// Función auxiliar para generar análisis con datos sintéticos
|
||
const generateSyntheticAnalysis = (
|
||
tier: TierKey,
|
||
costPerHour: number = 20,
|
||
avgCsat: number = 85,
|
||
segmentMapping?: { high_value_queues: string[]; medium_value_queues: string[]; low_value_queues: string[] }
|
||
): AnalysisData => {
|
||
const overallHealthScore = randomInt(55, 95);
|
||
|
||
const summaryKpis: Kpi[] = [
|
||
{ label: "Interacciones Totales", value: randomInt(15000, 50000).toLocaleString('es-ES') },
|
||
{ label: "AHT Promedio", value: `${randomInt(300, 480)}s`, change: `-${randomInt(5, 20)}s`, changeType: 'positive' },
|
||
{ label: "Tasa FCR", value: `${randomInt(70, 88)}%`, change: `+${randomFloat(0.5, 2, 1)}%`, changeType: 'positive' },
|
||
{ label: "CSAT", value: `${randomFloat(4.1, 4.8, 1)}/5`, change: `-${randomFloat(0.1, 0.3, 1)}`, changeType: 'negative' },
|
||
];
|
||
|
||
// v3.0: 5 dimensiones viables
|
||
const dimensionKeys = ['volumetry_distribution', 'operational_efficiency', 'effectiveness_resolution', 'complexity_predictability', 'agentic_readiness'];
|
||
|
||
const dimensions: DimensionAnalysis[] = dimensionKeys.map(key => {
|
||
const content = DIMENSIONS_CONTENT[key as keyof typeof DIMENSIONS_CONTENT];
|
||
const score = randomInt(50, 98);
|
||
const status = getScoreColor(score);
|
||
|
||
const dimension: DimensionAnalysis = {
|
||
id: key,
|
||
name: key as any,
|
||
title: randomFromList(content.titles),
|
||
score,
|
||
percentile: randomInt(30, 85),
|
||
summary: randomFromList(content.summaries[status === 'green' ? 'good' : status === 'yellow' ? 'medium' : 'bad']),
|
||
kpi: randomFromList(content.kpis),
|
||
icon: content.icon,
|
||
};
|
||
|
||
// Añadir distribution_data para volumetry_distribution
|
||
if (key === 'volumetry_distribution') {
|
||
const hourly = generateHourlyDistribution();
|
||
dimension.distribution_data = {
|
||
hourly,
|
||
off_hours_pct: calculateOffHoursPct(hourly),
|
||
peak_hours: identifyPeakHours(hourly)
|
||
};
|
||
}
|
||
|
||
return dimension;
|
||
});
|
||
|
||
// v2.0: Calcular Agentic Readiness Score
|
||
let agenticReadiness = undefined;
|
||
if (tier === 'gold' || tier === 'silver') {
|
||
// Generar datos sintéticos para el algoritmo
|
||
const volumen_mes = randomInt(5000, 25000);
|
||
const aht_values = Array.from({ length: 100 }, () =>
|
||
Math.max(180, normalRandom(420, 120)) // Media 420s, std 120s
|
||
);
|
||
const escalation_rate = randomFloat(0.05, 0.25, 2);
|
||
const cpi_humano = randomFloat(2.5, 5.0, 2);
|
||
const volumen_anual = volumen_mes * 12;
|
||
|
||
const agenticInput: AgenticReadinessInput = {
|
||
volumen_mes,
|
||
aht_values,
|
||
escalation_rate,
|
||
cpi_humano,
|
||
volumen_anual,
|
||
tier
|
||
};
|
||
|
||
// Datos adicionales para GOLD
|
||
if (tier === 'gold') {
|
||
const hourly_distribution = dimensions.find(d => d.name === 'volumetry_distribution')?.distribution_data?.hourly;
|
||
const off_hours_pct = dimensions.find(d => d.name === 'volumetry_distribution')?.distribution_data?.off_hours_pct;
|
||
|
||
agenticInput.structured_fields_pct = randomFloat(0.4, 0.9, 2);
|
||
agenticInput.exception_rate = randomFloat(0.05, 0.25, 2);
|
||
agenticInput.hourly_distribution = hourly_distribution;
|
||
agenticInput.off_hours_pct = off_hours_pct;
|
||
agenticInput.csat_values = Array.from({ length: 100 }, () =>
|
||
Math.max(1, Math.min(5, normalRandom(4.3, 0.8)))
|
||
);
|
||
}
|
||
|
||
agenticReadiness = calculateAgenticReadinessScore(agenticInput);
|
||
}
|
||
|
||
const heatmapData = generateHeatmapData(costPerHour, avgCsat, segmentMapping);
|
||
|
||
console.log('📊 Heatmap data generated:', {
|
||
length: heatmapData.length,
|
||
firstItem: heatmapData[0],
|
||
metricsKeys: heatmapData[0] ? Object.keys(heatmapData[0].metrics) : [],
|
||
metricsValues: heatmapData[0] ? heatmapData[0].metrics : {},
|
||
hasNaN: heatmapData.some(item =>
|
||
Object.values(item.metrics).some(v => isNaN(v))
|
||
)
|
||
});
|
||
|
||
// v4.3: Generar drilldownData desde heatmap para usar mismas funciones
|
||
const drilldownData = generateDrilldownFromHeatmap(heatmapData, costPerHour);
|
||
|
||
return {
|
||
tier,
|
||
overallHealthScore,
|
||
summaryKpis,
|
||
dimensions,
|
||
heatmapData,
|
||
drilldownData,
|
||
agenticReadiness,
|
||
findings: generateFindingsFromTemplates(),
|
||
recommendations: generateRecommendationsFromTemplates(),
|
||
opportunities: generateOpportunitiesFromDrilldown(drilldownData, costPerHour),
|
||
economicModel: generateEconomicModelData(),
|
||
roadmap: generateRoadmapFromDrilldown(drilldownData, costPerHour),
|
||
benchmarkData: generateBenchmarkData(),
|
||
source: 'synthetic',
|
||
};
|
||
};
|
||
|