{
  "$schema": "http://json-schema.org/draft-07/schema#",
  "title": "CallAnalysisResponseV2",
  "description": "LLM response schema for comprehensive call analysis (v2.0 - Blueprint aligned)",
  "type": "object",
  "required": ["outcome"],
  "properties": {
    "outcome": {
      "type": "string",
      "enum": [
        "SALE_COMPLETED",
        "SALE_LOST",
        "CANCELLATION_SAVED",
        "CANCELLATION_COMPLETED",
        "INQUIRY_RESOLVED",
        "INQUIRY_UNRESOLVED",
        "COMPLAINT_RESOLVED",
        "COMPLAINT_UNRESOLVED",
        "TRANSFER_OUT",
        "CALLBACK_SCHEDULED",
        "UNKNOWN"
      ],
      "description": "Final outcome of the call"
    },
    "lost_sales_drivers": {
      "type": "array",
      "items": {
        "$ref": "#/definitions/RCALabel"
      },
      "maxItems": 5,
      "default": []
    },
    "poor_cx_drivers": {
      "type": "array",
      "items": {
        "$ref": "#/definitions/RCALabel"
      },
      "maxItems": 5,
      "default": []
    },
    "fcr_status": {
      "type": "string",
      "enum": ["FIRST_CALL", "REPEAT_CALL", "UNKNOWN"],
      "default": "UNKNOWN",
      "description": "First Call Resolution status"
    },
    "fcr_failure_drivers": {
      "type": "array",
      "items": {
        "$ref": "#/definitions/RCALabel"
      },
      "maxItems": 5,
      "default": [],
      "description": "Factors that may cause repeat calls"
    },
    "churn_risk": {
      "type": "string",
      "enum": ["NO_RISK", "AT_RISK", "UNKNOWN"],
      "default": "UNKNOWN",
      "description": "Customer churn risk classification"
    },
    "churn_risk_drivers": {
      "type": "array",
      "items": {
        "$ref": "#/definitions/RCALabel"
      },
      "maxItems": 5,
      "default": [],
      "description": "Factors indicating churn risk"
    },
    "agent_classification": {
      "type": "string",
      "enum": ["GOOD_PERFORMER", "NEEDS_IMPROVEMENT", "MIXED", "UNKNOWN"],
      "default": "UNKNOWN",
      "description": "Agent skill classification"
    },
    "agent_positive_skills": {
      "type": "array",
      "items": {
        "$ref": "#/definitions/AgentSkillIndicator"
      },
      "maxItems": 5,
      "default": [],
      "description": "Positive skills demonstrated (Buen Comercial)"
    },
    "agent_improvement_areas": {
      "type": "array",
      "items": {
        "$ref": "#/definitions/AgentSkillIndicator"
      },
      "maxItems": 5,
      "default": [],
      "description": "Areas needing improvement (Necesita Mejora)"
    }
  },
  "definitions": {
    "EvidenceSpan": {
      "type": "object",
      "required": ["text", "start_time", "end_time"],
      "properties": {
        "text": {
          "type": "string",
          "maxLength": 500,
          "description": "Exact quoted text from transcript (in Spanish)"
        },
        "start_time": {
          "type": "number",
          "minimum": 0,
          "description": "Start time in seconds"
        },
        "end_time": {
          "type": "number",
          "minimum": 0,
          "description": "End time in seconds"
        },
        "speaker": {
          "type": "string",
          "enum": ["agent", "customer", "unknown"],
          "description": "Speaker identifier"
        }
      }
    },
    "RCALabel": {
      "type": "object",
      "required": ["driver_code", "confidence", "evidence_spans"],
      "properties": {
        "driver_code": {
          "type": "string",
          "description": "Driver code from taxonomy"
        },
        "confidence": {
          "type": "number",
          "minimum": 0,
          "maximum": 1,
          "description": "Confidence score (0-1)"
        },
        "evidence_spans": {
          "type": "array",
          "items": {
            "$ref": "#/definitions/EvidenceSpan"
          },
          "minItems": 1,
          "description": "Supporting evidence (minimum 1 required)"
        },
        "reasoning": {
          "type": "string",
          "maxLength": 500,
          "description": "Brief reasoning for classification"
        },
        "proposed_label": {
          "type": "string",
          "description": "For OTHER_EMERGENT: proposed new label"
        },
        "origin": {
          "type": "string",
          "enum": ["AGENT", "CUSTOMER", "COMPANY", "PROCESS", "UNKNOWN"],
          "default": "UNKNOWN",
          "description": "Origin/responsibility for this driver"
        },
        "corrective_action": {
          "type": "string",
          "maxLength": 500,
          "description": "Specific action to correct this issue"
        },
        "replicable_practice": {
          "type": "string",
          "maxLength": 500,
          "description": "For positive factors: practice to replicate"
        }
      }
    },
    "AgentSkillIndicator": {
      "type": "object",
      "required": ["skill_code", "skill_type", "confidence", "evidence_spans", "description"],
      "properties": {
        "skill_code": {
          "type": "string",
          "description": "Skill code from taxonomy"
        },
        "skill_type": {
          "type": "string",
          "enum": ["positive", "improvement_needed"],
          "description": "Whether this is a positive skill or area for improvement"
        },
        "confidence": {
          "type": "number",
          "minimum": 0,
          "maximum": 1,
          "description": "Confidence score (0-1)"
        },
        "evidence_spans": {
          "type": "array",
          "items": {
            "$ref": "#/definitions/EvidenceSpan"
          },
          "minItems": 1,
          "description": "Supporting evidence (minimum 1 required)"
        },
        "description": {
          "type": "string",
          "maxLength": 500,
          "description": "Detailed description of the skill demonstration"
        },
        "coaching_recommendation": {
          "type": "string",
          "maxLength": 500,
          "description": "Specific coaching recommendation (for improvement areas)"
        },
        "replicable_practice": {
          "type": "string",
          "maxLength": 500,
          "description": "How to replicate this skill (for positive skills)"
        }
      }
    }
  }
}