# ============================================
# CXInsights - RCA Taxonomy (Utilities/Energy)
# ============================================
# Version: 2.0.0
# Domain: Utilities / Energy
# Last Updated: 2026-01-19
# ============================================

version: "2.0.0"
domain: "utilities_energy"
status: "active"

# ============================================
# LOST SALES / LOST OPPORTUNITIES DRIVERS
# ============================================
# Oportunidades perdidas en utilities/energía
# ============================================

lost_sales:
  # --- Objeciones del Cliente ---
  PRICE_TOO_HIGH:
    category: "objection"
    description: "Cliente considera la tarifa demasiado alta"
    description_en: "Customer considers rate/tariff too high"
    severity_weight: 0.8
    requires_evidence: true

  NO_INTEREST_IN_UPGRADE:
    category: "objection"
    description: "Cliente no interesado en cambio de tarifa o servicios adicionales"
    description_en: "Customer not interested in rate change or additional services"
    severity_weight: 0.6
    requires_evidence: true

  COMPETITOR_PREFERENCE:
    category: "objection"
    description: "Cliente prefiere oferta de otra comercializadora"
    description_en: "Customer prefers another energy provider offer"
    severity_weight: 0.9
    requires_evidence: true

  TIMING_NOT_RIGHT:
    category: "objection"
    description: "No es buen momento (mudanza, cambios en consumo)"
    description_en: "Not the right time (moving, consumption changes)"
    severity_weight: 0.5
    requires_evidence: true

  CONTRACT_PERMANENCE:
    category: "objection"
    description: "Cliente rechaza por permanencia o penalizaciones"
    description_en: "Customer rejects due to permanence or penalties"
    severity_weight: 0.7
    requires_evidence: true

  DISTRUST_OF_OFFERS:
    category: "objection"
    description: "Cliente desconfía de las ofertas telefónicas"
    description_en: "Customer distrusts phone offers"
    severity_weight: 0.6
    requires_evidence: true

  # --- Fallos del Agente ---
  BENEFITS_NOT_EXPLAINED:
    category: "agent_failure"
    description: "Beneficios de la oferta no explicados claramente"
    description_en: "Offer benefits not clearly explained"
    severity_weight: 0.8
    requires_evidence: true

  NO_RETENTION_ATTEMPT:
    category: "agent_failure"
    description: "No se intentó retener al cliente"
    description_en: "No retention attempt made"
    severity_weight: 0.9
    requires_evidence: true

  POOR_RATE_RECOMMENDATION:
    category: "agent_failure"
    description: "Recomendación de tarifa inadecuada al consumo"
    description_en: "Rate recommendation not suited to consumption"
    severity_weight: 0.7
    requires_evidence: true

  NO_SAVINGS_CALCULATION:
    category: "agent_failure"
    description: "No se calculó el ahorro potencial"
    description_en: "No potential savings calculation provided"
    severity_weight: 0.6
    requires_evidence: true

  WRONG_SERVICE_OFFERED:
    category: "agent_failure"
    description: "Servicio ofrecido no aplica al cliente"
    description_en: "Service offered not applicable to customer"
    severity_weight: 0.7
    requires_evidence: true

  # --- Problemas de Proceso ---
  SYSTEM_UNAVAILABLE:
    category: "process"
    description: "Sistema no disponible para procesar cambio"
    description_en: "System unavailable to process change"
    severity_weight: 0.7
    requires_evidence: true

  SERVICE_NOT_AVAILABLE_AREA:
    category: "process"
    description: "Servicio no disponible en la zona del cliente"
    description_en: "Service not available in customer area"
    severity_weight: 0.6
    requires_evidence: true

  DOCUMENTATION_REQUIRED:
    category: "process"
    description: "Requiere documentación que cliente no tiene"
    description_en: "Requires documentation customer doesn't have"
    severity_weight: 0.5
    requires_evidence: true

  # --- Emergente ---
  OTHER_EMERGENT:
    category: "emergent"
    description: "Causa emergente (requiere revisión manual)"
    description_en: "Emergent cause (requires manual review)"
    severity_weight: 0.5
    requires_evidence: true
    requires_proposed_label: true

# ============================================
# POOR CUSTOMER EXPERIENCE DRIVERS
# ============================================
# Causas de mala experiencia - Utilities/Energía
# ============================================

poor_cx:
  # --- Tiempo de Espera ---
  LONG_HOLD:
    category: "wait_time"
    description: "Tiempo de espera prolongado"
    description_en: "Long hold time"
    severity_weight: 0.7
    requires_evidence: true
    observable: true

  LONG_SILENCE:
    category: "wait_time"
    description: "Silencios prolongados durante la llamada"
    description_en: "Long silences during call"
    severity_weight: 0.5
    requires_evidence: true
    observable: true

  # --- Transferencias ---
  MULTI_TRANSFER:
    category: "transfer"
    description: "Múltiples transferencias entre departamentos"
    description_en: "Multiple transfers between departments"
    severity_weight: 0.8
    requires_evidence: true
    observable: true

  WRONG_DEPARTMENT:
    category: "transfer"
    description: "Derivado a departamento incorrecto"
    description_en: "Transferred to wrong department"
    severity_weight: 0.7
    requires_evidence: true

  COLD_TRANSFER:
    category: "transfer"
    description: "Transferencia sin contexto al nuevo agente"
    description_en: "Transfer without context to new agent"
    severity_weight: 0.7
    requires_evidence: true

  # --- Comportamiento del Agente ---
  LOW_EMPATHY:
    category: "agent_behavior"
    description: "Falta de empatía ante problema del cliente"
    description_en: "Lack of empathy for customer problem"
    severity_weight: 0.8
    requires_evidence: true

  RUDE_BEHAVIOR:
    category: "agent_behavior"
    description: "Comportamiento descortés o impaciente"
    description_en: "Rude or impatient behavior"
    severity_weight: 0.9
    requires_evidence: true

  NOT_LISTENING:
    category: "agent_behavior"
    description: "Agente no escucha la situación del cliente"
    description_en: "Agent not listening to customer situation"
    severity_weight: 0.7
    requires_evidence: true

  INTERRUPTIONS:
    category: "agent_behavior"
    description: "Agente interrumpe al cliente"
    description_en: "Agent interrupts customer"
    severity_weight: 0.6
    requires_evidence: true
    observable: true

  # --- Resolución - Utilities Specific ---
  OUTAGE_NOT_EXPLAINED:
    category: "resolution"
    description: "No se explicó causa o duración de la avería"
    description_en: "Outage cause or duration not explained"
    severity_weight: 0.8
    requires_evidence: true

  BILLING_NOT_CLARIFIED:
    category: "resolution"
    description: "Factura no explicada claramente"
    description_en: "Bill not clearly explained"
    severity_weight: 0.7
    requires_evidence: true

  ISSUE_NOT_RESOLVED:
    category: "resolution"
    description: "Problema no resuelto en la llamada"
    description_en: "Issue not resolved during call"
    severity_weight: 0.9
    requires_evidence: true

  PARTIAL_RESOLUTION:
    category: "resolution"
    description: "Resolución parcial del problema"
    description_en: "Partial issue resolution"
    severity_weight: 0.6
    requires_evidence: true

  INCORRECT_INFO:
    category: "resolution"
    description: "Información incorrecta proporcionada"
    description_en: "Incorrect information provided"
    severity_weight: 0.8
    requires_evidence: true

  NO_FOLLOW_UP_OFFERED:
    category: "resolution"
    description: "No se ofreció seguimiento del caso"
    description_en: "No follow-up offered"
    severity_weight: 0.6
    requires_evidence: true

  # --- Proceso Utilities ---
  COMPLEX_PROCESS:
    category: "process"
    description: "Proceso excesivamente complejo para el cliente"
    description_en: "Excessively complex process for customer"
    severity_weight: 0.6
    requires_evidence: true

  SYSTEM_ERROR:
    category: "process"
    description: "Error de sistema impidió gestión"
    description_en: "System error prevented resolution"
    severity_weight: 0.7
    requires_evidence: true

  METER_ACCESS_ISSUE:
    category: "process"
    description: "Problemas de acceso al contador"
    description_en: "Meter access issues"
    severity_weight: 0.5
    requires_evidence: true

  # --- Emergente ---
  OTHER_EMERGENT:
    category: "emergent"
    description: "Causa emergente (requiere revisión manual)"
    description_en: "Emergent cause (requires manual review)"
    severity_weight: 0.5
    requires_evidence: true
    requires_proposed_label: true

# ============================================
# EVENT TYPES (Observable)
# ============================================

event_types:
  HOLD_START:
    description: "Inicio de espera"
    detectable_by: "silence_detector"

  HOLD_END:
    description: "Fin de espera"
    detectable_by: "silence_detector"

  TRANSFER:
    description: "Transferencia a otro agente/departamento"
    detectable_by: "transcript_pattern"

  ESCALATION:
    description: "Escalación a supervisor"
    detectable_by: "transcript_pattern"

  SILENCE:
    description: "Silencio prolongado (>5 segundos)"
    detectable_by: "silence_detector"
    threshold_seconds: 5

  INTERRUPTION:
    description: "Interrupción (overlap de speakers)"
    detectable_by: "diarization"

# ============================================
# CHURN RISK DRIVERS - Utilities/Energy
# ============================================

churn_risk:
  # --- Insatisfacción con Precio/Factura ---
  HIGH_BILL_COMPLAINT:
    category: "pricing"
    description: "Cliente queja por factura alta"
    description_en: "Customer complains about high bill"
    severity_weight: 0.8
    requires_evidence: true

  RATE_DISSATISFACTION:
    category: "pricing"
    description: "Cliente insatisfecho con la tarifa actual"
    description_en: "Customer dissatisfied with current rate"
    severity_weight: 0.8
    requires_evidence: true

  UNEXPECTED_CHARGES:
    category: "pricing"
    description: "Cliente sorprendido por cargos inesperados"
    description_en: "Customer surprised by unexpected charges"
    severity_weight: 0.7
    requires_evidence: true

  # --- Problemas de Servicio ---
  REPEATED_OUTAGES:
    category: "service"
    description: "Cliente reporta cortes de luz recurrentes"
    description_en: "Customer reports recurring power outages"
    severity_weight: 0.9
    requires_evidence: true

  SERVICE_QUALITY_ISSUES:
    category: "service"
    description: "Problemas con calidad del suministro"
    description_en: "Issues with supply quality"
    severity_weight: 0.8
    requires_evidence: true

  SLOW_RESPONSE_TO_OUTAGE:
    category: "service"
    description: "Cliente queja por lentitud en resolver averías"
    description_en: "Customer complains about slow outage response"
    severity_weight: 0.8
    requires_evidence: true

  REPEATED_PROBLEMS:
    category: "service"
    description: "Cliente ha tenido problemas recurrentes"
    description_en: "Customer has had recurring problems"
    severity_weight: 0.9
    requires_evidence: true

  # --- Competencia ---
  COMPETITOR_MENTION:
    category: "competition"
    description: "Cliente menciona ofertas de otras comercializadoras"
    description_en: "Customer mentions other energy provider offers"
    severity_weight: 0.9
    requires_evidence: true

  COMPARING_RATES:
    category: "competition"
    description: "Cliente está comparando tarifas del mercado"
    description_en: "Customer is comparing market rates"
    severity_weight: 0.7
    requires_evidence: true

  # --- Señales de Baja ---
  EXPLICIT_CANCELLATION_INTENT:
    category: "cancellation"
    description: "Cliente quiere dar de baja el servicio"
    description_en: "Customer wants to cancel service"
    severity_weight: 1.0
    requires_evidence: true

  CONTRACT_END_INQUIRY:
    category: "cancellation"
    description: "Cliente pregunta sobre fin de contrato o penalizaciones"
    description_en: "Customer asks about contract end or penalties"
    severity_weight: 0.8
    requires_evidence: true

  PORTABILITY_REQUEST:
    category: "cancellation"
    description: "Cliente solicita portabilidad a otra comercializadora"
    description_en: "Customer requests portability to another provider"
    severity_weight: 1.0
    requires_evidence: true

  # --- Frustración ---
  HIGH_FRUSTRATION:
    category: "sentiment"
    description: "Cliente muestra alta frustración"
    description_en: "Customer shows high frustration"
    severity_weight: 0.7
    requires_evidence: true

  THREAT_TO_LEAVE:
    category: "sentiment"
    description: "Cliente amenaza con cambiar de compañía"
    description_en: "Customer threatens to switch providers"
    severity_weight: 0.9
    requires_evidence: true

  # --- Emergente ---
  OTHER_EMERGENT:
    category: "emergent"
    description: "Señal de churn emergente"
    description_en: "Emergent churn signal"
    severity_weight: 0.5
    requires_evidence: true
    requires_proposed_label: true

# ============================================
# FCR FAILURE DRIVERS - Utilities/Energy
# ============================================

fcr_failure:
  # --- Averías/Incidencias ---
  OUTAGE_PENDING:
    category: "outage"
    description: "Avería pendiente de resolver"
    description_en: "Outage pending resolution"
    severity_weight: 0.9
    requires_evidence: true

  TECHNICIAN_VISIT_REQUIRED:
    category: "outage"
    description: "Requiere visita de técnico"
    description_en: "Requires technician visit"
    severity_weight: 0.7
    requires_evidence: true

  OUTAGE_CAUSE_UNKNOWN:
    category: "outage"
    description: "Causa de avería no determinada"
    description_en: "Outage cause not determined"
    severity_weight: 0.6
    requires_evidence: true

  # --- Facturación ---
  BILLING_REVIEW_PENDING:
    category: "billing"
    description: "Revisión de factura pendiente"
    description_en: "Bill review pending"
    severity_weight: 0.8
    requires_evidence: true

  REFUND_PENDING:
    category: "billing"
    description: "Reembolso o abono pendiente"
    description_en: "Refund pending"
    severity_weight: 0.7
    requires_evidence: true

  METER_READING_REQUIRED:
    category: "billing"
    description: "Requiere lectura de contador"
    description_en: "Meter reading required"
    severity_weight: 0.6
    requires_evidence: true

  # --- Información ---
  MISSING_INFORMATION:
    category: "information"
    description: "Información incompleta proporcionada"
    description_en: "Incomplete information provided"
    severity_weight: 0.7
    requires_evidence: true

  UNCLEAR_NEXT_STEPS:
    category: "information"
    description: "Cliente no tiene claros los próximos pasos"
    description_en: "Customer unclear on next steps"
    severity_weight: 0.7
    requires_evidence: true

  INCORRECT_INFORMATION_GIVEN:
    category: "information"
    description: "Se proporcionó información incorrecta"
    description_en: "Incorrect information was given"
    severity_weight: 0.9
    requires_evidence: true

  # --- Proceso ---
  CALLBACK_PROMISED:
    category: "process"
    description: "Se prometió callback"
    description_en: "Callback was promised"
    severity_weight: 0.6
    requires_evidence: true

  ESCALATION_REQUIRED:
    category: "process"
    description: "Requiere escalación a otro departamento"
    description_en: "Requires escalation"
    severity_weight: 0.7
    requires_evidence: true

  CONTRACT_CHANGE_PENDING:
    category: "process"
    description: "Cambio de contrato pendiente de procesar"
    description_en: "Contract change pending processing"
    severity_weight: 0.6
    requires_evidence: true

  SYSTEM_LIMITATION:
    category: "process"
    description: "Limitación del sistema impidió resolución"
    description_en: "System limitation prevented resolution"
    severity_weight: 0.7
    requires_evidence: true

  # --- Emergente ---
  OTHER_EMERGENT:
    category: "emergent"
    description: "Factor FCR emergente"
    description_en: "Emergent FCR factor"
    severity_weight: 0.5
    requires_evidence: true
    requires_proposed_label: true

# ============================================
# AGENT SKILL INDICATORS - Utilities/Energy
# ============================================

agent_skills:
  positive:
    EFFECTIVE_PROBLEM_RESOLUTION:
      description: "Resuelve problema eficientemente"
      description_en: "Resolves problem efficiently"
      skill_area: "problem_solving"

    CLEAR_TECHNICAL_EXPLANATION:
      description: "Explica temas técnicos de forma clara"
      description_en: "Explains technical topics clearly"
      skill_area: "technical"

    GOOD_RAPPORT:
      description: "Construye buena relación con el cliente"
      description_en: "Builds good rapport with customer"
      skill_area: "communication"

    BILLING_EXPERTISE:
      description: "Demuestra conocimiento de facturación"
      description_en: "Demonstrates billing expertise"
      skill_area: "technical"

    ACTIVE_LISTENING:
      description: "Escucha activa al cliente"
      description_en: "Active listening to customer"
      skill_area: "communication"

    EMPATHY_SHOWN:
      description: "Muestra empatía ante problemas"
      description_en: "Shows empathy for problems"
      skill_area: "soft_skills"

    CLEAR_COMMUNICATION:
      description: "Comunicación clara y estructurada"
      description_en: "Clear and structured communication"
      skill_area: "communication"

    PROACTIVE_SOLUTIONS:
      description: "Ofrece soluciones proactivamente"
      description_en: "Proactively offers solutions"
      skill_area: "problem_solving"

    OUTAGE_HANDLING:
      description: "Gestiona averías efectivamente"
      description_en: "Handles outages effectively"
      skill_area: "technical"

    RETENTION_SKILLS:
      description: "Demuestra habilidad de retención"
      description_en: "Demonstrates retention skills"
      skill_area: "sales"

  improvement_needed:
    POOR_PROBLEM_RESOLUTION:
      description: "No resuelve el problema adecuadamente"
      description_en: "Doesn't resolve problem adequately"
      skill_area: "problem_solving"

    CONFUSING_EXPLANATION:
      description: "Explicaciones confusas o técnicas"
      description_en: "Confusing or overly technical explanations"
      skill_area: "technical"

    LACK_OF_RAPPORT:
      description: "No construye relación con el cliente"
      description_en: "Doesn't build rapport with customer"
      skill_area: "communication"

    BILLING_KNOWLEDGE_GAPS:
      description: "Gaps en conocimiento de facturación"
      description_en: "Gaps in billing knowledge"
      skill_area: "technical"

    NOT_LISTENING:
      description: "No escucha al cliente"
      description_en: "Doesn't listen to customer"
      skill_area: "communication"

    LACK_OF_EMPATHY:
      description: "Falta de empatía ante problemas"
      description_en: "Lack of empathy for problems"
      skill_area: "soft_skills"

    CONFUSING_COMMUNICATION:
      description: "Comunicación confusa o desorganizada"
      description_en: "Confusing or disorganized communication"
      skill_area: "communication"

    REACTIVE_ONLY:
      description: "Solo reactivo, no busca soluciones"
      description_en: "Only reactive, doesn't seek solutions"
      skill_area: "problem_solving"

    POOR_OUTAGE_HANDLING:
      description: "Gestión deficiente de averías"
      description_en: "Poor outage handling"
      skill_area: "technical"

    NO_RETENTION_EFFORT:
      description: "No intenta retener al cliente"
      description_en: "No retention effort"
      skill_area: "sales"

# ============================================
# CALL OUTCOMES - Utilities/Energy
# ============================================

call_outcomes:
  # --- Averías ---
  - OUTAGE_REPORTED
  - OUTAGE_RESOLVED
  - OUTAGE_ESCALATED
  - TECHNICIAN_SCHEDULED
  # --- Facturación ---
  - BILLING_INQUIRY_RESOLVED
  - BILLING_DISPUTE_OPENED
  - PAYMENT_ARRANGEMENT_MADE
  - REFUND_PROCESSED
  # --- Contratos ---
  - RATE_CHANGE_COMPLETED
  - CONTRACT_RENEWED
  - SERVICE_UPGRADED
  - SERVICE_DOWNGRADED
  # --- Retención ---
  - CANCELLATION_SAVED
  - CANCELLATION_COMPLETED
  - PORTABILITY_INITIATED
  # --- General ---
  - INQUIRY_RESOLVED
  - INQUIRY_UNRESOLVED
  - CALLBACK_SCHEDULED
  - TRANSFER_OUT
  - UNKNOWN

# ============================================
# VALIDATION RULES
# ============================================

validation:
  min_evidence_spans: 1
  confidence_thresholds:
    high: 0.8
    medium: 0.6
    low: 0.4
    reject: 0.3
  reject_low_confidence: true
  emergent:
    require_proposed_label: true
    require_evidence: true
    exclude_from_main_rca: true