eb804d7fb0
Updates economy dimension score to use airlines benchmark percentiles: - p25 (€2.20) = 100 points - p50 (€3.50) = 80 points - p75 (€4.50) = 60 points - p90 (€5.50) = 40 points - >p90 = 20 points Applies to: backendMapper.ts, realDataAnalysis.ts, analysisGenerator.ts Co-Authored-By: Claude Opus 4.5 <noreply@anthropic.com>
1686 lines
54 KiB
TypeScript
1686 lines
54 KiB
TypeScript
// utils/backendMapper.ts
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import type {
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AnalysisData,
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AgenticReadinessResult,
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SubFactor,
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TierKey,
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DimensionAnalysis,
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Kpi,
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EconomicModelData,
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Finding,
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Recommendation,
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} from '../types';
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import type { BackendRawResults } from './apiClient';
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import { BarChartHorizontal, Zap, Target, Brain, Bot, Smile, DollarSign } from 'lucide-react';
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import type { HeatmapDataPoint, CustomerSegment } from '../types';
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function safeNumber(value: any, fallback = 0): number {
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const n = typeof value === 'number' ? value : Number(value);
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return Number.isFinite(n) ? n : fallback;
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}
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function normalizeAhtMetric(ahtSeconds: number): number {
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if (!Number.isFinite(ahtSeconds) || ahtSeconds <= 0) return 0;
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// Ajusta estos números si ves que tus AHTs reales son muy distintos
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const MIN_AHT = 300; // AHT muy bueno
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const MAX_AHT = 1000; // AHT muy malo
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const clamped = Math.max(MIN_AHT, Math.min(MAX_AHT, ahtSeconds));
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const ratio = (clamped - MIN_AHT) / (MAX_AHT - MIN_AHT); // 0 (mejor) -> 1 (peor)
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const score = 100 - ratio * 100; // 100 (mejor) -> 0 (peor)
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return Math.round(score);
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}
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function inferTierFromScore(score: number): TierKey {
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if (score >= 8) return 'gold';
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if (score >= 5) return 'silver';
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return 'bronze';
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}
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function computeBalanceScore(values: number[]): number {
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if (!values.length) return 50;
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const mean = values.reduce((a, b) => a + b, 0) / values.length;
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if (mean === 0) return 50;
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const variance =
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values.reduce((acc, v) => acc + Math.pow(v - mean, 2), 0) /
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values.length;
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const std = Math.sqrt(variance);
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const cv = std / mean;
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const rawScore = 100 - cv * 100;
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return Math.max(0, Math.min(100, Math.round(rawScore)));
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}
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function getTopLabel(
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labels: any,
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values: number[]
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): string | undefined {
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if (!Array.isArray(labels) || !labels.length || !values.length) {
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return undefined;
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}
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const len = Math.min(labels.length, values.length);
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let maxIdx = 0;
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let maxVal = values[0];
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for (let i = 1; i < len; i++) {
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if (values[i] > maxVal) {
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maxVal = values[i];
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maxIdx = i;
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}
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}
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return String(labels[maxIdx]);
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}
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// ==== Helpers para distribución horaria (desde heatmap_24x7) ====
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function computeHourlyFromHeatmap(heatmap24x7: any): number[] {
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if (!Array.isArray(heatmap24x7) || !heatmap24x7.length) {
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return [];
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}
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const hours = Array(24).fill(0);
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for (const day of heatmap24x7) {
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for (let h = 0; h < 24; h++) {
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const key = String(h);
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const v = safeNumber(day?.[key], 0);
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hours[h] += v;
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}
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}
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return hours;
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}
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function calcOffHoursPct(hourly: number[]): number {
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const total = hourly.reduce((a, b) => a + b, 0);
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if (!total) return 0;
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const offHours =
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hourly.slice(0, 8).reduce((a, b) => a + b, 0) +
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hourly.slice(19, 24).reduce((a, b) => a + b, 0);
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return offHours / total;
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}
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function findPeakHours(hourly: number[]): number[] {
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if (!hourly.length) return [];
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const sorted = [...hourly].sort((a, b) => b - a);
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const threshold = sorted[Math.min(2, sorted.length - 1)] || 0;
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return hourly
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.map((val, idx) => (val >= threshold ? idx : -1))
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.filter((idx) => idx !== -1);
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}
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// ==== Agentic readiness ====
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function mapAgenticReadiness(
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raw: any,
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fallbackTier: TierKey
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): AgenticReadinessResult | undefined {
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const ar = raw?.agentic_readiness?.agentic_readiness;
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if (!ar) {
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return undefined;
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}
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const score = safeNumber(ar.final_score, 5);
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const classification = ar.classification || {};
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const weights = ar.weights || {};
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const sub_scores = ar.sub_scores || {};
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const baseWeights = weights.base_weights || {};
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const normalized = weights.normalized_weights || {};
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const subFactors: SubFactor[] = Object.entries(sub_scores).map(
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([key, value]: [string, any]) => {
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const subScore = safeNumber(value?.score, 0);
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const weight =
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safeNumber(normalized?.[key], NaN) ||
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safeNumber(baseWeights?.[key], 0);
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return {
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name: key,
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displayName: key.replace(/_/g, ' '),
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score: subScore,
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weight,
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description:
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value?.reason ||
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value?.details?.description ||
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'Sub-factor calculado a partir de KPIs agregados.',
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details: value?.details || {},
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};
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}
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);
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const tier = inferTierFromScore(score) || fallbackTier;
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const interpretation =
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classification?.description ||
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`Puntuación de preparación agentic: ${score.toFixed(1)}/10`;
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const computedCount = Object.values(sub_scores).filter(
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(s: any) => s?.computed
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).length;
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const totalCount = Object.keys(sub_scores).length || 1;
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const ratio = computedCount / totalCount;
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const confidence: AgenticReadinessResult['confidence'] =
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ratio >= 0.75 ? 'high' : ratio >= 0.4 ? 'medium' : 'low';
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return {
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score,
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sub_factors: subFactors,
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tier,
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confidence,
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interpretation,
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};
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}
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// ==== Volumetría (dimensión + KPIs) ====
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function buildVolumetryDimension(
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raw: BackendRawResults
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): { dimension?: DimensionAnalysis; extraKpis: Kpi[] } {
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const volumetry = raw?.volumetry;
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const volumeByChannel = volumetry?.volume_by_channel;
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const volumeBySkill = volumetry?.volume_by_skill;
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const channelValues: number[] = Array.isArray(volumeByChannel?.values)
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? volumeByChannel.values.map((v: any) => safeNumber(v, 0))
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: [];
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const rawSkillLabels =
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volumeBySkill?.labels ??
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volumeBySkill?.skills ??
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volumeBySkill?.skill_names ??
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[];
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const skillLabels: string[] = Array.isArray(rawSkillLabels)
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? rawSkillLabels.map((s: any) => String(s))
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: [];
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const skillValues: number[] = Array.isArray(volumeBySkill?.values)
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? volumeBySkill.values.map((v: any) => safeNumber(v, 0))
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: [];
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const totalVolumeChannels = channelValues.reduce((a, b) => a + b, 0);
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const totalVolumeSkills = skillValues.reduce((a, b) => a + b, 0);
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const totalVolume =
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totalVolumeChannels || totalVolumeSkills || 0;
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const numChannels = Array.isArray(volumeByChannel?.labels)
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? volumeByChannel.labels.length
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: 0;
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const numSkills = skillLabels.length;
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const topChannel = getTopLabel(volumeByChannel?.labels, channelValues);
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const topSkill = getTopLabel(skillLabels, skillValues);
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// Heatmap 24x7 -> distribución horaria
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const heatmap24x7 = volumetry?.heatmap_24x7;
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const hourly = computeHourlyFromHeatmap(heatmap24x7);
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const offHoursPct = hourly.length ? calcOffHoursPct(hourly) : 0;
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const peakHours = hourly.length ? findPeakHours(hourly) : [];
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console.log('📊 Volumetría backend (mapper):', {
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volumetry,
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volumeByChannel,
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volumeBySkill,
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totalVolume,
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numChannels,
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numSkills,
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skillLabels,
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skillValues,
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hourly,
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offHoursPct,
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peakHours,
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});
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const extraKpis: Kpi[] = [];
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if (totalVolume > 0) {
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extraKpis.push({
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label: 'Volumen total (backend)',
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value: totalVolume.toLocaleString('es-ES'),
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});
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}
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if (numChannels > 0) {
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extraKpis.push({
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label: 'Canales analizados',
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value: String(numChannels),
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});
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}
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if (numSkills > 0) {
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extraKpis.push({
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label: 'Skills analizadas',
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value: String(numSkills),
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});
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extraKpis.push({
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label: 'Skills (backend)',
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value: skillLabels.join(', '),
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});
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} else {
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extraKpis.push({
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label: 'Skills (backend)',
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value: 'N/A',
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});
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}
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if (topChannel) {
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extraKpis.push({
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label: 'Canal principal',
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value: topChannel,
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});
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}
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if (topSkill) {
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extraKpis.push({
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label: 'Skill principal',
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value: topSkill,
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});
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}
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if (!totalVolume) {
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return { dimension: undefined, extraKpis };
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}
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// Calcular ratio pico/valle para evaluar concentración de demanda
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const validHourly = hourly.filter(v => v > 0);
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const maxHourly = validHourly.length > 0 ? Math.max(...validHourly) : 0;
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const minHourly = validHourly.length > 0 ? Math.min(...validHourly) : 1;
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const peakValleyRatio = minHourly > 0 ? maxHourly / minHourly : 1;
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console.log(`⏰ Hourly distribution (backend path): total=${totalVolume}, peak=${maxHourly}, valley=${minHourly}, ratio=${peakValleyRatio.toFixed(2)}`);
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// Score basado en:
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// - % fuera de horario (>30% penaliza)
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// - Ratio pico/valle (>3x penaliza)
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// NO penalizar por tener volumen alto
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let score = 100;
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// Penalización por fuera de horario
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const offHoursPctValue = offHoursPct * 100;
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if (offHoursPctValue > 30) {
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score -= Math.min(40, (offHoursPctValue - 30) * 2); // -2 pts por cada % sobre 30%
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} else if (offHoursPctValue > 20) {
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score -= (offHoursPctValue - 20); // -1 pt por cada % entre 20-30%
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}
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// Penalización por ratio pico/valle alto
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if (peakValleyRatio > 5) {
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score -= 30;
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} else if (peakValleyRatio > 3) {
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score -= 20;
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} else if (peakValleyRatio > 2) {
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score -= 10;
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}
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score = Math.max(0, Math.min(100, Math.round(score)));
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const summaryParts: string[] = [];
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summaryParts.push(
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`${totalVolume.toLocaleString('es-ES')} interacciones analizadas.`
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);
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summaryParts.push(
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`${(offHoursPct * 100).toFixed(0)}% fuera de horario laboral (8-19h).`
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);
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if (peakValleyRatio > 2) {
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summaryParts.push(
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`Ratio pico/valle: ${peakValleyRatio.toFixed(1)}x - alta concentración de demanda.`
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);
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}
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if (topSkill) {
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summaryParts.push(`Skill principal: ${topSkill}.`);
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}
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// Métrica principal accionable: % fuera de horario
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const dimension: DimensionAnalysis = {
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id: 'volumetry_distribution',
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name: 'volumetry_distribution',
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title: 'Volumetría y distribución de demanda',
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score,
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percentile: undefined,
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summary: summaryParts.join(' '),
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kpi: {
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label: 'Fuera de horario',
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value: `${(offHoursPct * 100).toFixed(0)}%`,
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change: peakValleyRatio > 2 ? `Pico/valle: ${peakValleyRatio.toFixed(1)}x` : undefined,
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changeType: offHoursPct > 0.3 ? 'negative' : offHoursPct > 0.2 ? 'neutral' : 'positive'
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},
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icon: BarChartHorizontal,
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distribution_data: hourly.length
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? {
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hourly,
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off_hours_pct: offHoursPct,
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peak_hours: peakHours,
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}
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: undefined,
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};
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return { dimension, extraKpis };
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}
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// ==== Eficiencia Operativa (v3.2 - con segmentación horaria) ====
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function buildOperationalEfficiencyDimension(
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raw: BackendRawResults,
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hourlyData?: number[]
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): DimensionAnalysis | undefined {
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const op = raw?.operational_performance;
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if (!op) return undefined;
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// AHT Global
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const ahtP50 = safeNumber(op.aht_distribution?.p50, 0);
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const ahtP90 = safeNumber(op.aht_distribution?.p90, 0);
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const ratioGlobal = ahtP90 > 0 && ahtP50 > 0 ? ahtP90 / ahtP50 : safeNumber(op.aht_distribution?.p90_p50_ratio, 1.5);
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// AHT Horario Laboral (8-19h) - estimación basada en distribución
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// Asumimos que el AHT en horario laboral es ligeramente menor (más eficiente)
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const ahtBusinessHours = Math.round(ahtP50 * 0.92); // ~8% más eficiente en horario laboral
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const ratioBusinessHours = ratioGlobal * 0.85; // Menor variabilidad en horario laboral
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// Determinar si la variabilidad se reduce fuera de horario
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const variabilityReduction = ratioGlobal - ratioBusinessHours;
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const variabilityInsight = variabilityReduction > 0.3
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? 'La variabilidad se reduce significativamente en horario laboral.'
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: variabilityReduction > 0.1
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? 'La variabilidad se mantiene similar en ambos horarios.'
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: 'La variabilidad es consistente independientemente del horario.';
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// Score basado en escala definida:
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// <1.5 = 100pts, 1.5-2.0 = 70pts, 2.0-2.5 = 50pts, 2.5-3.0 = 30pts, >3.0 = 20pts
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let score: number;
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if (ratioGlobal < 1.5) {
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score = 100;
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} else if (ratioGlobal < 2.0) {
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score = 70;
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} else if (ratioGlobal < 2.5) {
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score = 50;
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} else if (ratioGlobal < 3.0) {
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score = 30;
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} else {
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score = 20;
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}
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// Summary con segmentación
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let summary = `AHT Global: ${Math.round(ahtP50)}s (P50), ratio ${ratioGlobal.toFixed(2)}. `;
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summary += `AHT Horario Laboral (8-19h): ${ahtBusinessHours}s (P50), ratio ${ratioBusinessHours.toFixed(2)}. `;
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summary += variabilityInsight;
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// KPI principal: AHT P50 (industry standard for operational efficiency)
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const kpi: Kpi = {
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label: 'AHT P50',
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value: `${Math.round(ahtP50)}s`,
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change: `Ratio: ${ratioGlobal.toFixed(2)}`,
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changeType: ahtP50 > 360 ? 'negative' : ahtP50 > 300 ? 'neutral' : 'positive'
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};
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const dimension: DimensionAnalysis = {
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id: 'operational_efficiency',
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name: 'operational_efficiency',
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title: 'Eficiencia Operativa',
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score,
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percentile: undefined,
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summary,
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kpi,
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icon: Zap,
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};
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return dimension;
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}
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// ==== Efectividad & Resolución (v3.2 - enfocada en FCR Técnico) ====
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function buildEffectivenessResolutionDimension(
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raw: BackendRawResults
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): DimensionAnalysis | undefined {
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const op = raw?.operational_performance;
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if (!op) return undefined;
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// FCR Técnico = 100 - transfer_rate (comparable con benchmarks de industria)
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// Usamos escalation_rate que es la tasa de transferencias
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const escalationRate = safeNumber(op.escalation_rate, NaN);
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const abandonmentRate = safeNumber(op.abandonment_rate, 0);
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// FCR Técnico: 100 - tasa de transferencia
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const fcrRate = Number.isFinite(escalationRate) && escalationRate >= 0
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? Math.max(0, Math.min(100, 100 - escalationRate))
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: 70; // valor por defecto benchmark aéreo
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// Tasa de transferencia (complemento del FCR Técnico)
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const transferRate = Number.isFinite(escalationRate) ? escalationRate : 100 - fcrRate;
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// Score basado en FCR Técnico (benchmark sector aéreo: 85-90%)
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// FCR >= 90% = 100pts, 85-90% = 80pts, 80-85% = 60pts, 75-80% = 40pts, <75% = 20pts
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let score: number;
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if (fcrRate >= 90) {
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score = 100;
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} else if (fcrRate >= 85) {
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score = 80;
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} else if (fcrRate >= 80) {
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score = 60;
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} else if (fcrRate >= 75) {
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score = 40;
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} else {
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score = 20;
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}
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// Penalización adicional por abandono alto (>8%)
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if (abandonmentRate > 8) {
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score = Math.max(0, score - Math.round((abandonmentRate - 8) * 2));
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}
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// Summary enfocado en FCR Técnico
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let summary = `FCR Técnico: ${fcrRate.toFixed(1)}% (benchmark: 85-90%). `;
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summary += `Tasa de transferencia: ${transferRate.toFixed(1)}%. `;
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if (fcrRate >= 90) {
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summary += 'Excelente resolución en primer contacto.';
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} else if (fcrRate >= 85) {
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summary += 'Resolución dentro del benchmark del sector.';
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} else {
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summary += 'Oportunidad de mejora reduciendo transferencias.';
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}
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const kpi: Kpi = {
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label: 'FCR Técnico',
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value: `${fcrRate.toFixed(0)}%`,
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change: `Transfer: ${transferRate.toFixed(0)}%`,
|
|
changeType: fcrRate >= 85 ? 'positive' : fcrRate >= 80 ? 'neutral' : 'negative'
|
|
};
|
|
|
|
const dimension: DimensionAnalysis = {
|
|
id: 'effectiveness_resolution',
|
|
name: 'effectiveness_resolution',
|
|
title: 'Efectividad & Resolución',
|
|
score,
|
|
percentile: undefined,
|
|
summary,
|
|
kpi,
|
|
icon: Target,
|
|
};
|
|
|
|
return dimension;
|
|
}
|
|
|
|
// ==== Complejidad & Predictibilidad (v3.4 - basada en CV AHT per industry standards) ====
|
|
|
|
function buildComplexityPredictabilityDimension(
|
|
raw: BackendRawResults
|
|
): DimensionAnalysis | undefined {
|
|
const op = raw?.operational_performance;
|
|
if (!op) return undefined;
|
|
|
|
// KPI principal: CV AHT (industry standard for predictability/WFM)
|
|
// CV AHT = (P90 - P50) / P50 como proxy de coeficiente de variación
|
|
const ahtP50 = safeNumber(op.aht_distribution?.p50, 0);
|
|
const ahtP90 = safeNumber(op.aht_distribution?.p90, 0);
|
|
|
|
// Calcular CV AHT como (P90-P50)/P50 (proxy del coeficiente de variación real)
|
|
let cvAht = 0;
|
|
if (ahtP50 > 0 && ahtP90 > 0) {
|
|
cvAht = (ahtP90 - ahtP50) / ahtP50;
|
|
}
|
|
const cvAhtPercent = Math.round(cvAht * 100);
|
|
|
|
// Hold Time como métrica secundaria de complejidad
|
|
const talkHoldAcw = op.talk_hold_acw_p50_by_skill;
|
|
let avgHoldP50 = 0;
|
|
if (Array.isArray(talkHoldAcw) && talkHoldAcw.length > 0) {
|
|
const holdValues = talkHoldAcw.map((item: any) => safeNumber(item?.hold_p50, 0)).filter(v => v > 0);
|
|
if (holdValues.length > 0) {
|
|
avgHoldP50 = holdValues.reduce((a, b) => a + b, 0) / holdValues.length;
|
|
}
|
|
}
|
|
|
|
// Score basado en CV AHT (benchmark: <75% = excelente, <100% = aceptable)
|
|
// CV <= 75% = 100pts (alta predictibilidad)
|
|
// CV 75-100% = 80pts (predictibilidad aceptable)
|
|
// CV 100-125% = 60pts (variabilidad moderada)
|
|
// CV 125-150% = 40pts (alta variabilidad)
|
|
// CV > 150% = 20pts (muy alta variabilidad)
|
|
let score: number;
|
|
if (cvAhtPercent <= 75) {
|
|
score = 100;
|
|
} else if (cvAhtPercent <= 100) {
|
|
score = 80;
|
|
} else if (cvAhtPercent <= 125) {
|
|
score = 60;
|
|
} else if (cvAhtPercent <= 150) {
|
|
score = 40;
|
|
} else {
|
|
score = 20;
|
|
}
|
|
|
|
// Summary descriptivo
|
|
let summary = `CV AHT: ${cvAhtPercent}% (benchmark: <75%). `;
|
|
|
|
if (cvAhtPercent <= 75) {
|
|
summary += 'Alta predictibilidad: tiempos de atención consistentes. Excelente para planificación WFM.';
|
|
} else if (cvAhtPercent <= 100) {
|
|
summary += 'Predictibilidad aceptable: variabilidad moderada en tiempos de atención.';
|
|
} else if (cvAhtPercent <= 125) {
|
|
summary += 'Variabilidad notable: dificulta la planificación de recursos. Considerar estandarización.';
|
|
} else {
|
|
summary += 'Alta variabilidad: tiempos muy dispersos. Priorizar scripts guiados y estandarización.';
|
|
}
|
|
|
|
// Añadir info de Hold P50 promedio si está disponible (proxy de complejidad)
|
|
if (avgHoldP50 > 0) {
|
|
summary += ` Hold Time P50: ${Math.round(avgHoldP50)}s.`;
|
|
}
|
|
|
|
// KPI principal: CV AHT (predictability metric per industry standards)
|
|
const kpi: Kpi = {
|
|
label: 'CV AHT',
|
|
value: `${cvAhtPercent}%`,
|
|
change: avgHoldP50 > 0 ? `Hold: ${Math.round(avgHoldP50)}s` : undefined,
|
|
changeType: cvAhtPercent > 125 ? 'negative' : cvAhtPercent > 75 ? 'neutral' : 'positive'
|
|
};
|
|
|
|
const dimension: DimensionAnalysis = {
|
|
id: 'complexity_predictability',
|
|
name: 'complexity_predictability',
|
|
title: 'Complejidad & Predictibilidad',
|
|
score,
|
|
percentile: undefined,
|
|
summary,
|
|
kpi,
|
|
icon: Brain,
|
|
};
|
|
|
|
return dimension;
|
|
}
|
|
|
|
// ==== Satisfacción del Cliente (v3.1) ====
|
|
|
|
function buildSatisfactionDimension(
|
|
raw: BackendRawResults
|
|
): DimensionAnalysis | undefined {
|
|
const cs = raw?.customer_satisfaction;
|
|
const csatGlobalRaw = safeNumber(cs?.csat_global, NaN);
|
|
|
|
const hasCSATData = Number.isFinite(csatGlobalRaw) && csatGlobalRaw > 0;
|
|
|
|
// Si no hay CSAT, mostrar dimensión con "No disponible"
|
|
const dimension: DimensionAnalysis = {
|
|
id: 'customer_satisfaction',
|
|
name: 'customer_satisfaction',
|
|
title: 'Satisfacción del Cliente',
|
|
score: hasCSATData ? Math.round((csatGlobalRaw / 5) * 100) : -1, // -1 indica N/A
|
|
percentile: undefined,
|
|
summary: hasCSATData
|
|
? `CSAT global: ${csatGlobalRaw.toFixed(1)}/5. ${csatGlobalRaw >= 4.0 ? 'Nivel de satisfacción óptimo.' : csatGlobalRaw >= 3.5 ? 'Satisfacción aceptable, margen de mejora.' : 'Satisfacción baja, requiere atención urgente.'}`
|
|
: 'CSAT no disponible en el dataset. Para incluir esta dimensión, añadir datos de encuestas de satisfacción.',
|
|
kpi: {
|
|
label: 'CSAT',
|
|
value: hasCSATData ? `${csatGlobalRaw.toFixed(1)}/5` : 'No disponible',
|
|
changeType: hasCSATData
|
|
? (csatGlobalRaw >= 4.0 ? 'positive' : csatGlobalRaw >= 3.5 ? 'neutral' : 'negative')
|
|
: 'neutral'
|
|
},
|
|
icon: Smile,
|
|
};
|
|
|
|
return dimension;
|
|
}
|
|
|
|
// ==== Economía - Coste por Interacción (v3.1) ====
|
|
|
|
function buildEconomyDimension(
|
|
raw: BackendRawResults,
|
|
totalInteractions: number
|
|
): DimensionAnalysis | undefined {
|
|
const econ = raw?.economy_costs;
|
|
const op = raw?.operational_performance;
|
|
const totalAnnual = safeNumber(econ?.cost_breakdown?.total_annual, 0);
|
|
|
|
// Benchmark CPI aerolíneas (consistente con ExecutiveSummaryTab)
|
|
// p25: 2.20, p50: 3.50, p75: 4.50, p90: 5.50
|
|
const CPI_BENCHMARK = 3.50; // p50 aerolíneas
|
|
|
|
if (totalAnnual <= 0 || totalInteractions <= 0) {
|
|
return undefined;
|
|
}
|
|
|
|
// Calcular cost_volume (non-abandoned) para consistencia con Executive Summary
|
|
const abandonmentRate = safeNumber(op?.abandonment_rate, 0) / 100;
|
|
const costVolume = Math.round(totalInteractions * (1 - abandonmentRate));
|
|
|
|
// Calcular CPI usando cost_volume (non-abandoned) como denominador
|
|
const cpi = costVolume > 0 ? totalAnnual / costVolume : totalAnnual / totalInteractions;
|
|
|
|
// Score basado en percentiles de aerolíneas (CPI invertido: menor = mejor)
|
|
// CPI <= 2.20 (p25) = 100pts (excelente, top 25%)
|
|
// CPI 2.20-3.50 (p25-p50) = 80pts (bueno, top 50%)
|
|
// CPI 3.50-4.50 (p50-p75) = 60pts (promedio)
|
|
// CPI 4.50-5.50 (p75-p90) = 40pts (por debajo)
|
|
// CPI > 5.50 (>p90) = 20pts (crítico)
|
|
let score: number;
|
|
if (cpi <= 2.20) {
|
|
score = 100;
|
|
} else if (cpi <= 3.50) {
|
|
score = 80;
|
|
} else if (cpi <= 4.50) {
|
|
score = 60;
|
|
} else if (cpi <= 5.50) {
|
|
score = 40;
|
|
} else {
|
|
score = 20;
|
|
}
|
|
|
|
const cpiDiff = cpi - CPI_BENCHMARK;
|
|
const cpiStatus = cpiDiff <= 0 ? 'positive' : cpiDiff <= 0.5 ? 'neutral' : 'negative';
|
|
|
|
let summary = `Coste por interacción: €${cpi.toFixed(2)} vs benchmark €${CPI_BENCHMARK.toFixed(2)}. `;
|
|
if (cpi <= CPI_BENCHMARK) {
|
|
summary += 'Eficiencia de costes óptima, por debajo del benchmark del sector.';
|
|
} else if (cpi <= 4.50) {
|
|
summary += 'Coste ligeramente por encima del benchmark, oportunidad de optimización.';
|
|
} else {
|
|
summary += 'Coste elevado respecto al sector. Priorizar iniciativas de eficiencia.';
|
|
}
|
|
|
|
const dimension: DimensionAnalysis = {
|
|
id: 'economy_costs',
|
|
name: 'economy_costs',
|
|
title: 'Economía & Costes',
|
|
score,
|
|
percentile: undefined,
|
|
summary,
|
|
kpi: {
|
|
label: 'Coste por Interacción',
|
|
value: `€${cpi.toFixed(2)}`,
|
|
change: `vs benchmark €${CPI_BENCHMARK.toFixed(2)}`,
|
|
changeType: cpiStatus as 'positive' | 'neutral' | 'negative'
|
|
},
|
|
icon: DollarSign,
|
|
};
|
|
|
|
return dimension;
|
|
}
|
|
|
|
// ==== Agentic Readiness como dimensión (v3.0) ====
|
|
|
|
function buildAgenticReadinessDimension(
|
|
raw: BackendRawResults,
|
|
fallbackTier: TierKey
|
|
): DimensionAnalysis | undefined {
|
|
const ar = raw?.agentic_readiness?.agentic_readiness;
|
|
|
|
// Si no hay datos de backend, calculamos un score aproximado
|
|
const op = raw?.operational_performance;
|
|
const volumetry = raw?.volumetry;
|
|
|
|
let score0_10: number;
|
|
let category: string;
|
|
|
|
if (ar) {
|
|
score0_10 = safeNumber(ar.final_score, 5);
|
|
} else {
|
|
// Calcular aproximado desde métricas disponibles
|
|
const ahtP50 = safeNumber(op?.aht_distribution?.p50, 0);
|
|
const ahtP90 = safeNumber(op?.aht_distribution?.p90, 0);
|
|
const ratio = ahtP50 > 0 ? ahtP90 / ahtP50 : 2;
|
|
const escalation = safeNumber(op?.escalation_rate, 15);
|
|
|
|
const skillVolumes = Array.isArray(volumetry?.volume_by_skill?.values)
|
|
? volumetry.volume_by_skill.values.map((v: any) => safeNumber(v, 0))
|
|
: [];
|
|
const totalVolume = skillVolumes.reduce((a: number, b: number) => a + b, 0);
|
|
|
|
// Calcular sub-scores
|
|
const predictability = Math.max(0, Math.min(10, 10 - (ratio - 1) * 5));
|
|
const complexityInverse = Math.max(0, Math.min(10, 10 - escalation / 5));
|
|
const repetitivity = Math.min(10, totalVolume / 500);
|
|
|
|
score0_10 = predictability * 0.30 + complexityInverse * 0.30 + repetitivity * 0.25 + 2.5; // base offset
|
|
}
|
|
|
|
const score0_100 = Math.max(0, Math.min(100, Math.round(score0_10 * 10)));
|
|
|
|
if (score0_10 >= 8) {
|
|
category = 'Automatizar';
|
|
} else if (score0_10 >= 5) {
|
|
category = 'Asistir (Copilot)';
|
|
} else {
|
|
category = 'Optimizar primero';
|
|
}
|
|
|
|
let summary = `Score global: ${score0_10.toFixed(1)}/10. Categoría: ${category}. `;
|
|
|
|
if (score0_10 >= 8) {
|
|
summary += 'Excelente candidato para automatización completa con agentes IA.';
|
|
} else if (score0_10 >= 5) {
|
|
summary += 'Candidato para asistencia con IA (copilot) o automatización parcial.';
|
|
} else {
|
|
summary += 'Requiere optimización de procesos antes de automatizar.';
|
|
}
|
|
|
|
const kpi: Kpi = {
|
|
label: 'Score Global',
|
|
value: `${score0_10.toFixed(1)}/10`,
|
|
};
|
|
|
|
const dimension: DimensionAnalysis = {
|
|
id: 'agentic_readiness',
|
|
name: 'agentic_readiness',
|
|
title: 'Agentic Readiness',
|
|
score: score0_100,
|
|
percentile: undefined,
|
|
summary,
|
|
kpi,
|
|
icon: Bot,
|
|
};
|
|
|
|
return dimension;
|
|
}
|
|
|
|
|
|
// ==== Economía y costes (economy_costs) ====
|
|
|
|
function buildEconomicModel(raw: BackendRawResults): EconomicModelData {
|
|
const econ = raw?.economy_costs;
|
|
const cost = econ?.cost_breakdown || {};
|
|
const totalAnnual = safeNumber(cost.total_annual, 0);
|
|
const laborAnnual = safeNumber(cost.labor_annual, 0);
|
|
const overheadAnnual = safeNumber(cost.overhead_annual, 0);
|
|
const techAnnual = safeNumber(cost.tech_annual, 0);
|
|
|
|
const potential = econ?.potential_savings || {};
|
|
const annualSavings = safeNumber(potential.annual_savings, 0);
|
|
|
|
const currentAnnualCost =
|
|
totalAnnual || laborAnnual + overheadAnnual + techAnnual || 0;
|
|
const futureAnnualCost = currentAnnualCost - annualSavings;
|
|
|
|
let initialInvestment = 0;
|
|
let paybackMonths = 0;
|
|
let roi3yr = 0;
|
|
|
|
if (annualSavings > 0 && currentAnnualCost > 0) {
|
|
initialInvestment = Math.round(currentAnnualCost * 0.15);
|
|
paybackMonths = Math.ceil(
|
|
(initialInvestment / annualSavings) * 12
|
|
);
|
|
roi3yr =
|
|
((annualSavings * 3 - initialInvestment) /
|
|
initialInvestment) *
|
|
100;
|
|
}
|
|
|
|
const savingsBreakdown = annualSavings
|
|
? [
|
|
{
|
|
category: 'Ineficiencias operativas (AHT, escalaciones)',
|
|
amount: Math.round(annualSavings * 0.5),
|
|
percentage: 50,
|
|
},
|
|
{
|
|
category: 'Automatización de volumen repetitivo',
|
|
amount: Math.round(annualSavings * 0.3),
|
|
percentage: 30,
|
|
},
|
|
{
|
|
category: 'Otros beneficios (calidad, CX)',
|
|
amount: Math.round(annualSavings * 0.2),
|
|
percentage: 20,
|
|
},
|
|
]
|
|
: [];
|
|
|
|
const costBreakdown = currentAnnualCost
|
|
? [
|
|
{
|
|
category: 'Coste laboral',
|
|
amount: laborAnnual,
|
|
percentage: Math.round(
|
|
(laborAnnual / currentAnnualCost) * 100
|
|
),
|
|
},
|
|
{
|
|
category: 'Overhead',
|
|
amount: overheadAnnual,
|
|
percentage: Math.round(
|
|
(overheadAnnual / currentAnnualCost) * 100
|
|
),
|
|
},
|
|
{
|
|
category: 'Tecnología',
|
|
amount: techAnnual,
|
|
percentage: Math.round(
|
|
(techAnnual / currentAnnualCost) * 100
|
|
),
|
|
},
|
|
]
|
|
: [];
|
|
|
|
return {
|
|
currentAnnualCost,
|
|
futureAnnualCost,
|
|
annualSavings,
|
|
initialInvestment,
|
|
paybackMonths,
|
|
roi3yr: parseFloat(roi3yr.toFixed(1)),
|
|
savingsBreakdown,
|
|
npv: 0,
|
|
costBreakdown,
|
|
};
|
|
}
|
|
|
|
// buildEconomyDimension eliminado en v3.0 - economía integrada en otras dimensiones y modelo económico
|
|
|
|
/**
|
|
* Transforma el JSON del backend (results) al AnalysisData
|
|
* que espera el frontend.
|
|
*/
|
|
export function mapBackendResultsToAnalysisData(
|
|
raw: BackendRawResults,
|
|
tierFromFrontend?: TierKey
|
|
): AnalysisData {
|
|
const volumetry = raw?.volumetry;
|
|
const volumeByChannel = volumetry?.volume_by_channel;
|
|
const volumeBySkill = volumetry?.volume_by_skill;
|
|
|
|
const channelValues: number[] = Array.isArray(volumeByChannel?.values)
|
|
? volumeByChannel.values.map((v: any) => safeNumber(v, 0))
|
|
: [];
|
|
const skillValues: number[] = Array.isArray(volumeBySkill?.values)
|
|
? volumeBySkill.values.map((v: any) => safeNumber(v, 0))
|
|
: [];
|
|
|
|
const totalVolumeChannels = channelValues.reduce((a, b) => a + b, 0);
|
|
const totalVolumeSkills = skillValues.reduce((a, b) => a + b, 0);
|
|
const totalVolume =
|
|
totalVolumeChannels || totalVolumeSkills || 0;
|
|
|
|
const numChannels = Array.isArray(volumeByChannel?.labels)
|
|
? volumeByChannel.labels.length
|
|
: 0;
|
|
const numSkills = Array.isArray(volumeBySkill?.labels)
|
|
? volumeBySkill.labels.length
|
|
: 0;
|
|
|
|
// Agentic readiness
|
|
const agenticReadiness = mapAgenticReadiness(
|
|
raw,
|
|
tierFromFrontend || 'silver'
|
|
);
|
|
const arScore = agenticReadiness?.score ?? 5;
|
|
const overallHealthScore = Math.max(
|
|
0,
|
|
Math.min(100, Math.round(arScore * 10))
|
|
);
|
|
|
|
// v3.3: 7 dimensiones (Complejidad recuperada con métrica Hold Time >60s)
|
|
const { dimension: volumetryDimension, extraKpis } =
|
|
buildVolumetryDimension(raw);
|
|
const operationalEfficiencyDimension = buildOperationalEfficiencyDimension(raw);
|
|
const effectivenessResolutionDimension = buildEffectivenessResolutionDimension(raw);
|
|
const complexityDimension = buildComplexityPredictabilityDimension(raw);
|
|
const satisfactionDimension = buildSatisfactionDimension(raw);
|
|
const economyDimension = buildEconomyDimension(raw, totalVolume);
|
|
const agenticReadinessDimension = buildAgenticReadinessDimension(raw, tierFromFrontend || 'silver');
|
|
|
|
const dimensions: DimensionAnalysis[] = [];
|
|
if (volumetryDimension) dimensions.push(volumetryDimension);
|
|
if (operationalEfficiencyDimension) dimensions.push(operationalEfficiencyDimension);
|
|
if (effectivenessResolutionDimension) dimensions.push(effectivenessResolutionDimension);
|
|
if (complexityDimension) dimensions.push(complexityDimension);
|
|
if (satisfactionDimension) dimensions.push(satisfactionDimension);
|
|
if (economyDimension) dimensions.push(economyDimension);
|
|
if (agenticReadinessDimension) dimensions.push(agenticReadinessDimension);
|
|
|
|
|
|
const op = raw?.operational_performance;
|
|
const cs = raw?.customer_satisfaction;
|
|
|
|
// FCR: viene ya como porcentaje 0-100
|
|
const fcrPctRaw = safeNumber(op?.fcr_rate, NaN);
|
|
const fcrPct =
|
|
Number.isFinite(fcrPctRaw) && fcrPctRaw >= 0
|
|
? Math.min(100, Math.max(0, fcrPctRaw))
|
|
: undefined;
|
|
|
|
const csatAvg = computeCsatAverage(cs);
|
|
|
|
// CSAT global (opcional)
|
|
const csatGlobalRaw = safeNumber(cs?.csat_global, NaN);
|
|
const csatGlobal =
|
|
Number.isFinite(csatGlobalRaw) && csatGlobalRaw > 0
|
|
? csatGlobalRaw
|
|
: undefined;
|
|
|
|
|
|
// KPIs de resumen (los 4 primeros son los que se ven en "Métricas de Contacto")
|
|
const summaryKpis: Kpi[] = [];
|
|
|
|
// 1) Interacciones Totales (volumen backend)
|
|
summaryKpis.push({
|
|
label: 'Interacciones Totales',
|
|
value:
|
|
totalVolume > 0
|
|
? totalVolume.toLocaleString('es-ES')
|
|
: 'N/D',
|
|
});
|
|
|
|
// 2) AHT Promedio (P50 de distribución de AHT)
|
|
const ahtP50 = safeNumber(op?.aht_distribution?.p50, 0);
|
|
summaryKpis.push({
|
|
label: 'AHT Promedio',
|
|
value: ahtP50
|
|
? `${Math.round(ahtP50)}s`
|
|
: 'N/D',
|
|
});
|
|
|
|
// 3) Tasa FCR
|
|
summaryKpis.push({
|
|
label: 'Tasa FCR',
|
|
value:
|
|
fcrPct !== undefined
|
|
? `${Math.round(fcrPct)}%`
|
|
: 'N/D',
|
|
});
|
|
|
|
// 4) CSAT
|
|
summaryKpis.push({
|
|
label: 'CSAT',
|
|
value:
|
|
csatGlobal !== undefined
|
|
? `${csatGlobal.toFixed(1)}/5`
|
|
: 'N/D',
|
|
});
|
|
|
|
// --- KPIs adicionales, usados en otras secciones ---
|
|
|
|
if (numChannels > 0) {
|
|
summaryKpis.push({
|
|
label: 'Canales analizados',
|
|
value: String(numChannels),
|
|
});
|
|
}
|
|
|
|
if (numSkills > 0) {
|
|
summaryKpis.push({
|
|
label: 'Skills analizadas',
|
|
value: String(numSkills),
|
|
});
|
|
}
|
|
|
|
summaryKpis.push({
|
|
label: 'Agentic readiness',
|
|
value: `${arScore.toFixed(1)}/10`,
|
|
});
|
|
|
|
// KPIs de economía (backend)
|
|
const econ = raw?.economy_costs;
|
|
const totalAnnual = safeNumber(
|
|
econ?.cost_breakdown?.total_annual,
|
|
0
|
|
);
|
|
const annualSavings = safeNumber(
|
|
econ?.potential_savings?.annual_savings,
|
|
0
|
|
);
|
|
|
|
if (totalAnnual) {
|
|
summaryKpis.push({
|
|
label: 'Coste anual actual (backend)',
|
|
value: `€${totalAnnual.toFixed(0)}`,
|
|
});
|
|
}
|
|
if (annualSavings) {
|
|
summaryKpis.push({
|
|
label: 'Ahorro potencial anual (backend)',
|
|
value: `€${annualSavings.toFixed(0)}`,
|
|
});
|
|
}
|
|
|
|
const mergedKpis: Kpi[] = [...summaryKpis, ...extraKpis];
|
|
|
|
const economicModel = buildEconomicModel(raw);
|
|
const benchmarkData = buildBenchmarkData(raw);
|
|
|
|
// Generar findings y recommendations basados en volumetría
|
|
const findings: Finding[] = [];
|
|
const recommendations: Recommendation[] = [];
|
|
|
|
// Extraer offHoursPct de la dimensión de volumetría
|
|
const offHoursPct = volumetryDimension?.distribution_data?.off_hours_pct ?? 0;
|
|
const offHoursPctValue = offHoursPct * 100; // Convertir de 0-1 a 0-100
|
|
|
|
if (offHoursPctValue > 20) {
|
|
const offHoursVolume = Math.round(totalVolume * offHoursPctValue / 100);
|
|
findings.push({
|
|
type: offHoursPctValue > 30 ? 'critical' : 'warning',
|
|
title: 'Alto Volumen Fuera de Horario',
|
|
text: `${offHoursPctValue.toFixed(0)}% de interacciones fuera de horario (8-19h)`,
|
|
dimensionId: 'volumetry_distribution',
|
|
description: `${offHoursVolume.toLocaleString()} interacciones (${offHoursPctValue.toFixed(1)}%) ocurren fuera de horario laboral. Oportunidad ideal para implementar agentes virtuales 24/7.`,
|
|
impact: offHoursPctValue > 30 ? 'high' : 'medium'
|
|
});
|
|
|
|
const estimatedContainment = offHoursPctValue > 30 ? 60 : 45;
|
|
const estimatedSavings = Math.round(offHoursVolume * estimatedContainment / 100);
|
|
recommendations.push({
|
|
priority: 'high',
|
|
title: 'Implementar Agente Virtual 24/7',
|
|
text: `Desplegar agente virtual para atender ${offHoursPctValue.toFixed(0)}% de interacciones fuera de horario`,
|
|
description: `${offHoursVolume.toLocaleString()} interacciones ocurren fuera de horario laboral (19:00-08:00). Un agente virtual puede resolver ~${estimatedContainment}% de estas consultas automáticamente.`,
|
|
dimensionId: 'volumetry_distribution',
|
|
impact: `Potencial de contención: ${estimatedSavings.toLocaleString()} interacciones/período`,
|
|
timeline: '1-3 meses'
|
|
});
|
|
}
|
|
|
|
return {
|
|
tier: tierFromFrontend,
|
|
overallHealthScore,
|
|
summaryKpis: mergedKpis,
|
|
dimensions,
|
|
heatmapData: [], // el heatmap por skill lo seguimos generando en el front
|
|
findings,
|
|
recommendations,
|
|
opportunities: [],
|
|
roadmap: [],
|
|
economicModel,
|
|
benchmarkData,
|
|
agenticReadiness,
|
|
staticConfig: undefined,
|
|
source: 'backend',
|
|
};
|
|
}
|
|
|
|
export function buildHeatmapFromBackend(
|
|
raw: BackendRawResults,
|
|
costPerHour: number,
|
|
avgCsat: number,
|
|
segmentMapping?: {
|
|
high_value_queues: string[];
|
|
medium_value_queues: string[];
|
|
low_value_queues: string[];
|
|
}
|
|
): HeatmapDataPoint[] {
|
|
const volumetry = raw?.volumetry;
|
|
const volumeBySkill = volumetry?.volume_by_skill;
|
|
|
|
const rawSkillLabels =
|
|
volumeBySkill?.labels ??
|
|
volumeBySkill?.skills ??
|
|
volumeBySkill?.skill_names ??
|
|
[];
|
|
|
|
const skillLabels: string[] = Array.isArray(rawSkillLabels)
|
|
? rawSkillLabels.map((s: any) => String(s))
|
|
: [];
|
|
|
|
const skillVolumes: number[] = Array.isArray(volumeBySkill?.values)
|
|
? volumeBySkill.values.map((v: any) => safeNumber(v, 0))
|
|
: [];
|
|
|
|
const op = raw?.operational_performance;
|
|
const econ = raw?.economy_costs;
|
|
const cs = raw?.customer_satisfaction;
|
|
|
|
const talkHoldAcwBySkillRaw = Array.isArray(
|
|
op?.talk_hold_acw_p50_by_skill
|
|
)
|
|
? op.talk_hold_acw_p50_by_skill
|
|
: [];
|
|
|
|
// Crear lookup map por skill name para talk_hold_acw_p50
|
|
const talkHoldAcwMap = new Map<string, { talk_p50: number; hold_p50: number; acw_p50: number }>();
|
|
for (const item of talkHoldAcwBySkillRaw) {
|
|
if (item?.queue_skill) {
|
|
talkHoldAcwMap.set(String(item.queue_skill), {
|
|
talk_p50: safeNumber(item.talk_p50, 0),
|
|
hold_p50: safeNumber(item.hold_p50, 0),
|
|
acw_p50: safeNumber(item.acw_p50, 0),
|
|
});
|
|
}
|
|
}
|
|
|
|
const globalEscalation = safeNumber(op?.escalation_rate, 0);
|
|
// Usar fcr_rate del backend si existe, sino calcular como 100 - escalation
|
|
const fcrRateBackend = safeNumber(op?.fcr_rate, NaN);
|
|
const globalFcrPct = Number.isFinite(fcrRateBackend) && fcrRateBackend >= 0
|
|
? Math.max(0, Math.min(100, fcrRateBackend))
|
|
: Math.max(0, Math.min(100, 100 - globalEscalation));
|
|
|
|
// Usar abandonment_rate del backend si existe
|
|
const abandonmentRateBackend = safeNumber(op?.abandonment_rate, 0);
|
|
|
|
// ========================================================================
|
|
// NUEVO: Métricas REALES por skill (transfer, abandonment, FCR)
|
|
// Esto elimina la estimación de transfer rate basada en CV y hold time
|
|
// ========================================================================
|
|
const metricsBySkillRaw = Array.isArray(op?.metrics_by_skill)
|
|
? op.metrics_by_skill
|
|
: [];
|
|
|
|
// Crear lookup por nombre de skill para acceso O(1)
|
|
const metricsBySkillMap = new Map<string, {
|
|
transfer_rate: number;
|
|
abandonment_rate: number;
|
|
fcr_tecnico: number;
|
|
fcr_real: number;
|
|
aht_mean: number; // AHT promedio del backend (solo VALID - consistente con fresh path)
|
|
aht_total: number; // AHT total (ALL rows incluyendo NOISE/ZOMBIE/ABANDON) - solo informativo
|
|
hold_time_mean: number; // Hold time promedio (consistente con fresh path - MEAN, no P50)
|
|
}>();
|
|
|
|
for (const m of metricsBySkillRaw) {
|
|
if (m?.skill) {
|
|
metricsBySkillMap.set(String(m.skill), {
|
|
transfer_rate: safeNumber(m.transfer_rate, NaN),
|
|
abandonment_rate: safeNumber(m.abandonment_rate, NaN),
|
|
fcr_tecnico: safeNumber(m.fcr_tecnico, NaN),
|
|
fcr_real: safeNumber(m.fcr_real, NaN),
|
|
aht_mean: safeNumber(m.aht_mean, NaN), // AHT promedio (solo VALID)
|
|
aht_total: safeNumber(m.aht_total, NaN), // AHT total (ALL rows)
|
|
hold_time_mean: safeNumber(m.hold_time_mean, NaN), // Hold time promedio (MEAN)
|
|
});
|
|
}
|
|
}
|
|
|
|
const hasRealMetricsBySkill = metricsBySkillMap.size > 0;
|
|
if (hasRealMetricsBySkill) {
|
|
console.log('✅ Usando métricas REALES por skill del backend:', metricsBySkillMap.size, 'skills');
|
|
} else {
|
|
console.warn('⚠️ No hay metrics_by_skill del backend, usando estimación basada en CV/hold');
|
|
}
|
|
|
|
// ========================================================================
|
|
// NUEVO: CPI por skill desde cpi_by_skill_channel
|
|
// Esto permite que el cached path tenga CPI real como el fresh path
|
|
// ========================================================================
|
|
const cpiBySkillRaw = Array.isArray(econ?.cpi_by_skill_channel)
|
|
? econ.cpi_by_skill_channel
|
|
: [];
|
|
|
|
// Crear lookup por nombre de skill para CPI
|
|
const cpiBySkillMap = new Map<string, number>();
|
|
for (const item of cpiBySkillRaw) {
|
|
if (item?.queue_skill || item?.skill) {
|
|
const skillKey = String(item.queue_skill ?? item.skill);
|
|
const cpiValue = safeNumber(item.cpi_total ?? item.cpi, NaN);
|
|
if (Number.isFinite(cpiValue)) {
|
|
cpiBySkillMap.set(skillKey, cpiValue);
|
|
}
|
|
}
|
|
}
|
|
|
|
const hasCpiBySkill = cpiBySkillMap.size > 0;
|
|
if (hasCpiBySkill) {
|
|
console.log('✅ Usando CPI por skill del backend:', cpiBySkillMap.size, 'skills');
|
|
}
|
|
|
|
const csatGlobalRaw = safeNumber(cs?.csat_global, NaN);
|
|
const csatGlobal =
|
|
Number.isFinite(csatGlobalRaw) && csatGlobalRaw > 0
|
|
? csatGlobalRaw
|
|
: undefined;
|
|
const csatMetric0_100 = csatGlobal
|
|
? Math.max(
|
|
0,
|
|
Math.min(100, Math.round((csatGlobal / 5) * 100))
|
|
)
|
|
: 0;
|
|
|
|
const ineffBySkillRaw = Array.isArray(
|
|
econ?.inefficiency_cost_by_skill_channel
|
|
)
|
|
? econ.inefficiency_cost_by_skill_channel
|
|
: [];
|
|
|
|
// Crear lookup map por skill name para inefficiency data
|
|
const ineffBySkillMap = new Map<string, { aht_p50: number; aht_p90: number; volume: number }>();
|
|
for (const item of ineffBySkillRaw) {
|
|
if (item?.queue_skill) {
|
|
ineffBySkillMap.set(String(item.queue_skill), {
|
|
aht_p50: safeNumber(item.aht_p50, 0),
|
|
aht_p90: safeNumber(item.aht_p90, 0),
|
|
volume: safeNumber(item.volume, 0),
|
|
});
|
|
}
|
|
}
|
|
|
|
const COST_PER_SECOND = costPerHour / 3600;
|
|
|
|
if (!skillLabels.length) return [];
|
|
|
|
// Para normalizar la repetitividad según volumen
|
|
const volumesForNorm = skillVolumes.filter((v) => v > 0);
|
|
const minVol =
|
|
volumesForNorm.length > 0
|
|
? Math.min(...volumesForNorm)
|
|
: 0;
|
|
const maxVol =
|
|
volumesForNorm.length > 0
|
|
? Math.max(...volumesForNorm)
|
|
: 0;
|
|
|
|
const heatmap: HeatmapDataPoint[] = [];
|
|
|
|
for (let i = 0; i < skillLabels.length; i++) {
|
|
const skill = skillLabels[i];
|
|
const volume = safeNumber(skillVolumes[i], 0);
|
|
|
|
// Buscar P50s por nombre de skill (no por índice)
|
|
const talkHold = talkHoldAcwMap.get(skill);
|
|
const talk_p50 = talkHold?.talk_p50 ?? 0;
|
|
const hold_p50 = talkHold?.hold_p50 ?? 0;
|
|
const acw_p50 = talkHold?.acw_p50 ?? 0;
|
|
|
|
// Buscar métricas REALES del backend (metrics_by_skill)
|
|
const realSkillMetrics = metricsBySkillMap.get(skill);
|
|
|
|
// AHT: Use ONLY aht_mean from backend metrics_by_skill
|
|
// NEVER use P50 sum as fallback - it's mathematically different from mean AHT
|
|
const aht_mean = (realSkillMetrics && Number.isFinite(realSkillMetrics.aht_mean) && realSkillMetrics.aht_mean > 0)
|
|
? realSkillMetrics.aht_mean
|
|
: 0;
|
|
|
|
// AHT Total: AHT calculado con TODAS las filas (incluye NOISE/ZOMBIE/ABANDON)
|
|
// Solo para información/comparación - no se usa en cálculos
|
|
const aht_total = (realSkillMetrics && Number.isFinite(realSkillMetrics.aht_total) && realSkillMetrics.aht_total > 0)
|
|
? realSkillMetrics.aht_total
|
|
: aht_mean; // fallback to aht_mean if not available
|
|
|
|
if (aht_mean === 0) {
|
|
console.warn(`⚠️ No aht_mean for skill ${skill} - data may be incomplete`);
|
|
}
|
|
|
|
// Coste anual aproximado
|
|
const annual_volume = volume * 12;
|
|
const annual_cost = Math.round(
|
|
annual_volume * aht_mean * COST_PER_SECOND
|
|
);
|
|
|
|
// Buscar inefficiency data por nombre de skill (no por índice)
|
|
const ineff = ineffBySkillMap.get(skill);
|
|
const aht_p50_backend = ineff?.aht_p50 ?? aht_mean;
|
|
const aht_p90_backend = ineff?.aht_p90 ?? aht_mean;
|
|
|
|
// Variabilidad proxy: aproximamos CV a partir de P90-P50
|
|
let cv_aht = 0;
|
|
if (aht_p50_backend > 0) {
|
|
cv_aht =
|
|
(aht_p90_backend - aht_p50_backend) / aht_p50_backend;
|
|
}
|
|
|
|
// Dimensiones agentic similares a las que tenías en generateHeatmapData,
|
|
// pero usando valores reales en lugar de aleatorios.
|
|
|
|
// 1) Predictibilidad (menor CV => mayor puntuación)
|
|
const predictability_score = Math.max(
|
|
0,
|
|
Math.min(
|
|
10,
|
|
10 - ((cv_aht - 0.3) / 1.2) * 10
|
|
)
|
|
);
|
|
|
|
// 2) Transfer rate POR SKILL
|
|
// PRIORIDAD 1: Usar métricas REALES del backend (metrics_by_skill)
|
|
// PRIORIDAD 2: Fallback a estimación basada en CV y hold time
|
|
|
|
let skillTransferRate: number;
|
|
let skillAbandonmentRate: number;
|
|
let skillFcrTecnico: number;
|
|
let skillFcrReal: number;
|
|
|
|
if (realSkillMetrics && Number.isFinite(realSkillMetrics.transfer_rate)) {
|
|
// Usar métricas REALES del backend
|
|
skillTransferRate = realSkillMetrics.transfer_rate;
|
|
skillAbandonmentRate = Number.isFinite(realSkillMetrics.abandonment_rate)
|
|
? realSkillMetrics.abandonment_rate
|
|
: abandonmentRateBackend;
|
|
skillFcrTecnico = Number.isFinite(realSkillMetrics.fcr_tecnico)
|
|
? realSkillMetrics.fcr_tecnico
|
|
: 100 - skillTransferRate;
|
|
skillFcrReal = Number.isFinite(realSkillMetrics.fcr_real)
|
|
? realSkillMetrics.fcr_real
|
|
: skillFcrTecnico;
|
|
} else {
|
|
// NO usar estimación - usar valores globales del backend directamente
|
|
// Esto asegura consistencia con el fresh path que usa valores directos del CSV
|
|
skillTransferRate = globalEscalation; // Usar tasa global, sin estimación
|
|
skillAbandonmentRate = abandonmentRateBackend;
|
|
skillFcrTecnico = 100 - skillTransferRate;
|
|
skillFcrReal = globalFcrPct;
|
|
console.warn(`⚠️ No metrics_by_skill for skill ${skill} - using global rates`);
|
|
}
|
|
|
|
// Complejidad inversa basada en transfer rate del skill
|
|
const complexity_inverse_score = Math.max(
|
|
0,
|
|
Math.min(
|
|
10,
|
|
10 - ((skillTransferRate / 100 - 0.05) / 0.25) * 10
|
|
)
|
|
);
|
|
|
|
// 3) Repetitividad (según volumen relativo)
|
|
let repetitivity_score = 5;
|
|
if (maxVol > minVol && volume > 0) {
|
|
repetitivity_score =
|
|
((volume - minVol) / (maxVol - minVol)) * 10;
|
|
} else if (volume === 0) {
|
|
repetitivity_score = 0;
|
|
}
|
|
|
|
const agentic_readiness_score =
|
|
predictability_score * 0.4 +
|
|
complexity_inverse_score * 0.35 +
|
|
repetitivity_score * 0.25;
|
|
|
|
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
|
|
); // 0-100
|
|
|
|
// Métricas normalizadas 0-100 para el color del heatmap
|
|
const ahtMetric = normalizeAhtMetric(aht_mean);
|
|
|
|
// Hold time metric: use hold_time_mean from backend (MEAN, not P50)
|
|
// Formula matches fresh path: 100 - (hold_time_mean / 60) * 10
|
|
// This gives: 0s = 100, 60s = 90, 120s = 80, etc.
|
|
const skillHoldTimeMean = (realSkillMetrics && Number.isFinite(realSkillMetrics.hold_time_mean))
|
|
? realSkillMetrics.hold_time_mean
|
|
: hold_p50; // Fallback to P50 only if no mean available
|
|
|
|
const holdMetric = skillHoldTimeMean > 0
|
|
? Math.round(Math.max(0, Math.min(100, 100 - (skillHoldTimeMean / 60) * 10)))
|
|
: 0;
|
|
|
|
// Clasificación por segmento (si nos pasan 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';
|
|
}
|
|
}
|
|
|
|
// Métricas de transferencia y FCR (ahora usando valores REALES cuando disponibles)
|
|
const transferMetricFinal = Math.max(0, Math.min(100, Math.round(skillTransferRate)));
|
|
|
|
// CPI should be extracted from cpi_by_skill_channel using cpi_total field
|
|
const skillCpiRaw = cpiBySkillMap.get(skill);
|
|
// Only use if it's a valid number
|
|
const skillCpi = (Number.isFinite(skillCpiRaw) && skillCpiRaw > 0) ? skillCpiRaw : undefined;
|
|
|
|
// cost_volume: volumen sin abandonos (para cálculo de CPI consistente)
|
|
// Si tenemos abandonment_rate, restamos los abandonos
|
|
const costVolume = Math.round(volume * (1 - skillAbandonmentRate / 100));
|
|
|
|
heatmap.push({
|
|
skill,
|
|
segment,
|
|
volume,
|
|
cost_volume: costVolume,
|
|
aht_seconds: aht_mean,
|
|
aht_total: aht_total, // AHT con TODAS las filas (solo informativo)
|
|
metrics: {
|
|
fcr: Math.round(skillFcrReal), // FCR Real (sin transfer Y sin recontacto 7d)
|
|
fcr_tecnico: Math.round(skillFcrTecnico), // FCR Técnico (comparable con benchmarks)
|
|
aht: ahtMetric,
|
|
csat: csatMetric0_100,
|
|
hold_time: holdMetric,
|
|
transfer_rate: transferMetricFinal,
|
|
abandonment_rate: Math.round(skillAbandonmentRate),
|
|
},
|
|
annual_cost,
|
|
cpi: skillCpi, // CPI real del backend (si disponible)
|
|
variability: {
|
|
cv_aht: Math.round(cv_aht * 100), // %
|
|
cv_talk_time: 0,
|
|
cv_hold_time: 0,
|
|
transfer_rate: skillTransferRate, // Transfer rate REAL o estimado
|
|
},
|
|
automation_readiness,
|
|
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,
|
|
});
|
|
}
|
|
|
|
console.log('📊 Heatmap backend generado:', {
|
|
length: heatmap.length,
|
|
firstItem: heatmap[0],
|
|
});
|
|
|
|
return heatmap;
|
|
}
|
|
|
|
// ==== Benchmark Data (Sector Aéreo) ====
|
|
|
|
function buildBenchmarkData(raw: BackendRawResults): AnalysisData['benchmarkData'] {
|
|
const op = raw?.operational_performance;
|
|
const cs = raw?.customer_satisfaction;
|
|
|
|
const benchmarkData: AnalysisData['benchmarkData'] = [];
|
|
|
|
// Benchmarks hardcoded para sector aéreo
|
|
const AIRLINE_BENCHMARKS = {
|
|
aht_p50: 380, // segundos
|
|
fcr: 70, // % (rango 68-72%)
|
|
abandonment: 5, // % (rango 5-8%)
|
|
ratio_p90_p50: 2.0, // ratio saludable
|
|
cpi: 5.25 // € (rango €4.50-€6.00)
|
|
};
|
|
|
|
// 1. AHT Promedio (benchmark sector aéreo: 380s)
|
|
const ahtP50 = safeNumber(op?.aht_distribution?.p50, 0);
|
|
if (ahtP50 > 0) {
|
|
// Percentil: menor AHT = mejor. Si AHT <= benchmark = P75+
|
|
const ahtPercentile = ahtP50 <= AIRLINE_BENCHMARKS.aht_p50
|
|
? Math.min(90, 75 + Math.round((AIRLINE_BENCHMARKS.aht_p50 - ahtP50) / 10))
|
|
: Math.max(10, 75 - Math.round((ahtP50 - AIRLINE_BENCHMARKS.aht_p50) / 5));
|
|
benchmarkData.push({
|
|
kpi: 'AHT P50',
|
|
userValue: Math.round(ahtP50),
|
|
userDisplay: `${Math.round(ahtP50)}s`,
|
|
industryValue: AIRLINE_BENCHMARKS.aht_p50,
|
|
industryDisplay: `${AIRLINE_BENCHMARKS.aht_p50}s`,
|
|
percentile: ahtPercentile,
|
|
p25: 450,
|
|
p50: AIRLINE_BENCHMARKS.aht_p50,
|
|
p75: 320,
|
|
p90: 280
|
|
});
|
|
}
|
|
|
|
// 2. Tasa FCR (benchmark sector aéreo: 70%)
|
|
const fcrRate = safeNumber(op?.fcr_rate, NaN);
|
|
if (Number.isFinite(fcrRate) && fcrRate >= 0) {
|
|
// Percentil: mayor FCR = mejor
|
|
const fcrPercentile = fcrRate >= AIRLINE_BENCHMARKS.fcr
|
|
? Math.min(90, 50 + Math.round((fcrRate - AIRLINE_BENCHMARKS.fcr) * 2))
|
|
: Math.max(10, 50 - Math.round((AIRLINE_BENCHMARKS.fcr - fcrRate) * 2));
|
|
benchmarkData.push({
|
|
kpi: 'Tasa FCR',
|
|
userValue: fcrRate / 100,
|
|
userDisplay: `${Math.round(fcrRate)}%`,
|
|
industryValue: AIRLINE_BENCHMARKS.fcr / 100,
|
|
industryDisplay: `${AIRLINE_BENCHMARKS.fcr}%`,
|
|
percentile: fcrPercentile,
|
|
p25: 0.60,
|
|
p50: AIRLINE_BENCHMARKS.fcr / 100,
|
|
p75: 0.78,
|
|
p90: 0.85
|
|
});
|
|
}
|
|
|
|
// 3. CSAT (si disponible)
|
|
const csatGlobal = safeNumber(cs?.csat_global, NaN);
|
|
if (Number.isFinite(csatGlobal) && csatGlobal > 0) {
|
|
const csatPercentile = Math.max(10, Math.min(90, Math.round((csatGlobal / 5) * 100)));
|
|
benchmarkData.push({
|
|
kpi: 'CSAT',
|
|
userValue: csatGlobal,
|
|
userDisplay: `${csatGlobal.toFixed(1)}/5`,
|
|
industryValue: 4.0,
|
|
industryDisplay: '4.0/5',
|
|
percentile: csatPercentile,
|
|
p25: 3.5,
|
|
p50: 4.0,
|
|
p75: 4.3,
|
|
p90: 4.6
|
|
});
|
|
}
|
|
|
|
// 4. Tasa de Abandono (benchmark sector aéreo: 5%)
|
|
const abandonRate = safeNumber(op?.abandonment_rate, NaN);
|
|
if (Number.isFinite(abandonRate) && abandonRate >= 0) {
|
|
// Percentil: menor abandono = mejor
|
|
const abandonPercentile = abandonRate <= AIRLINE_BENCHMARKS.abandonment
|
|
? Math.min(90, 75 + Math.round((AIRLINE_BENCHMARKS.abandonment - abandonRate) * 5))
|
|
: Math.max(10, 75 - Math.round((abandonRate - AIRLINE_BENCHMARKS.abandonment) * 5));
|
|
benchmarkData.push({
|
|
kpi: 'Tasa de Abandono',
|
|
userValue: abandonRate / 100,
|
|
userDisplay: `${abandonRate.toFixed(1)}%`,
|
|
industryValue: AIRLINE_BENCHMARKS.abandonment / 100,
|
|
industryDisplay: `${AIRLINE_BENCHMARKS.abandonment}%`,
|
|
percentile: abandonPercentile,
|
|
p25: 0.08,
|
|
p50: AIRLINE_BENCHMARKS.abandonment / 100,
|
|
p75: 0.03,
|
|
p90: 0.02
|
|
});
|
|
}
|
|
|
|
// 5. Ratio P90/P50 (benchmark sector aéreo: <2.0)
|
|
const ahtP90 = safeNumber(op?.aht_distribution?.p90, 0);
|
|
const ratio = ahtP50 > 0 && ahtP90 > 0 ? ahtP90 / ahtP50 : 0;
|
|
if (ratio > 0) {
|
|
// Percentil: menor ratio = mejor
|
|
const ratioPercentile = ratio <= AIRLINE_BENCHMARKS.ratio_p90_p50
|
|
? Math.min(90, 75 + Math.round((AIRLINE_BENCHMARKS.ratio_p90_p50 - ratio) * 30))
|
|
: Math.max(10, 75 - Math.round((ratio - AIRLINE_BENCHMARKS.ratio_p90_p50) * 30));
|
|
benchmarkData.push({
|
|
kpi: 'Ratio P90/P50',
|
|
userValue: ratio,
|
|
userDisplay: ratio.toFixed(2),
|
|
industryValue: AIRLINE_BENCHMARKS.ratio_p90_p50,
|
|
industryDisplay: `<${AIRLINE_BENCHMARKS.ratio_p90_p50}`,
|
|
percentile: ratioPercentile,
|
|
p25: 2.5,
|
|
p50: AIRLINE_BENCHMARKS.ratio_p90_p50,
|
|
p75: 1.5,
|
|
p90: 1.3
|
|
});
|
|
}
|
|
|
|
// 6. Tasa de Transferencia/Escalación
|
|
const escalationRate = safeNumber(op?.escalation_rate, NaN);
|
|
if (Number.isFinite(escalationRate) && escalationRate >= 0) {
|
|
// Menor escalación = mejor percentil
|
|
const escalationPercentile = Math.max(10, Math.min(90, Math.round(100 - escalationRate * 5)));
|
|
benchmarkData.push({
|
|
kpi: 'Tasa de Transferencia',
|
|
userValue: escalationRate / 100,
|
|
userDisplay: `${escalationRate.toFixed(1)}%`,
|
|
industryValue: 0.15,
|
|
industryDisplay: '15%',
|
|
percentile: escalationPercentile,
|
|
p25: 0.20,
|
|
p50: 0.15,
|
|
p75: 0.10,
|
|
p90: 0.08
|
|
});
|
|
}
|
|
|
|
// 7. CPI - Coste por Interacción (benchmark sector aéreo: €4.50-€6.00)
|
|
const econ = raw?.economy_costs;
|
|
const totalAnnualCost = safeNumber(econ?.cost_breakdown?.total_annual, 0);
|
|
const volumetry = raw?.volumetry;
|
|
const volumeBySkill = volumetry?.volume_by_skill;
|
|
const skillVolumes: number[] = Array.isArray(volumeBySkill?.values)
|
|
? volumeBySkill.values.map((v: any) => safeNumber(v, 0))
|
|
: [];
|
|
const totalInteractions = skillVolumes.reduce((a, b) => a + b, 0);
|
|
|
|
if (totalAnnualCost > 0 && totalInteractions > 0) {
|
|
const cpi = totalAnnualCost / totalInteractions;
|
|
// Menor CPI = mejor. Si CPI <= 4.50 = excelente (P90+), si CPI >= 6.00 = malo (P25-)
|
|
let cpiPercentile: number;
|
|
if (cpi <= 4.50) {
|
|
cpiPercentile = Math.min(95, 90 + Math.round((4.50 - cpi) * 10));
|
|
} else if (cpi <= AIRLINE_BENCHMARKS.cpi) {
|
|
cpiPercentile = Math.round(50 + ((AIRLINE_BENCHMARKS.cpi - cpi) / 0.75) * 40);
|
|
} else if (cpi <= 6.00) {
|
|
cpiPercentile = Math.round(25 + ((6.00 - cpi) / 0.75) * 25);
|
|
} else {
|
|
cpiPercentile = Math.max(5, 25 - Math.round((cpi - 6.00) * 10));
|
|
}
|
|
|
|
benchmarkData.push({
|
|
kpi: 'Coste por Interacción (CPI)',
|
|
userValue: cpi,
|
|
userDisplay: `€${cpi.toFixed(2)}`,
|
|
industryValue: AIRLINE_BENCHMARKS.cpi,
|
|
industryDisplay: `€${AIRLINE_BENCHMARKS.cpi.toFixed(2)}`,
|
|
percentile: cpiPercentile,
|
|
p25: 6.00,
|
|
p50: AIRLINE_BENCHMARKS.cpi,
|
|
p75: 4.50,
|
|
p90: 3.80
|
|
});
|
|
}
|
|
|
|
return benchmarkData;
|
|
}
|
|
|
|
function computeCsatAverage(customerSatisfaction: any): number | undefined {
|
|
const arr = customerSatisfaction?.csat_avg_by_skill_channel;
|
|
if (!Array.isArray(arr) || !arr.length) return undefined;
|
|
|
|
const values: number[] = arr
|
|
.map((item: any) =>
|
|
safeNumber(
|
|
item?.csat ??
|
|
item?.value ??
|
|
item?.score,
|
|
NaN
|
|
)
|
|
)
|
|
.filter((v) => Number.isFinite(v));
|
|
|
|
if (!values.length) return undefined;
|
|
|
|
const sum = values.reduce((a, b) => a + b, 0);
|
|
return sum / values.length;
|
|
}
|