All files / src/app/api/admin/support/agents route.ts

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export const dynamic = "force-dynamic";

/**
 * Admin Support Agents API
 * GET /api/admin/support/agents - Get agent performance stats
 */

import { NextResponse } from 'next/server';
import { requireAdminRole, handleAuthError } from '@/lib/auth';
import { prisma } from '@/lib/prisma';
import { TicketStatus, AgentStats } from '@/types/support';
import { handleError } from '@/lib/error-handler';
import { logger } from '@/lib/logging';

export async function GET() {
  try {
    await requireAdminRole();

    // Get all admin users (potential agents)
    const agents = await prisma.user.findMany({
      where: { role: 'ADMIN' },
      select: {
        id: true,
        name: true,
        email: true,
        supportAgentProfile: true}});

    // Get stats for each agent
    const agentStats: AgentStats[] = await Promise.all(
      agents.map(async (agent) => {
        // Get total assigned tickets
        const totalTickets = await prisma.supportTicket.count({
          where: { assignedToId: agent.id }});

        // Get resolved tickets
        const resolvedTickets = await prisma.supportTicket.count({
          where: {
            assignedToId: agent.id,
            status: {
              in: [TicketStatus.RESOLVED, TicketStatus.CLOSED]}}});

        // Get open tickets
        const openTickets = await prisma.supportTicket.count({
          where: {
            assignedToId: agent.id,
            status: {
              in: [
                TicketStatus.OPEN,
                TicketStatus.IN_PROGRESS,
                TicketStatus.AWAITING_CUSTOMER,
                TicketStatus.AWAITING_AGENT,
              ]}}});

        // Calculate average response time
        const ticketsWithResponse = await prisma.supportTicket.findMany({
          where: {
            assignedToId: agent.id,
            firstResponseAt: { not: null }},
          select: {
            createdAt: true,
            firstResponseAt: true}});

        let avgResponseTime: number | null = null;
        if (ticketsWithResponse.length > 0) {
          const totalResponseTime = ticketsWithResponse.reduce((sum, ticket) => {
            if (ticket.firstResponseAt) {
              return sum + (ticket.firstResponseAt.getTime() - ticket.createdAt.getTime());
            }
            return sum;
          }, 0);
          avgResponseTime = Math.round(totalResponseTime / ticketsWithResponse.length / 1000);
        }

        // Calculate average resolution time
        const resolvedTicketsWithTime = await prisma.supportTicket.findMany({
          where: {
            assignedToId: agent.id,
            resolvedAt: { not: null }},
          select: {
            createdAt: true,
            resolvedAt: true}});

        let avgResolutionTime: number | null = null;
        if (resolvedTicketsWithTime.length > 0) {
          const totalResolutionTime = resolvedTicketsWithTime.reduce((sum, ticket) => {
            if (ticket.resolvedAt) {
              return sum + (ticket.resolvedAt.getTime() - ticket.createdAt.getTime());
            }
            return sum;
          }, 0);
          avgResolutionTime = Math.round(
            totalResolutionTime / resolvedTicketsWithTime.length / 1000
          );
        }

        // Get customer rating from surveys
        const surveys = await prisma.ticketSurvey.findMany({
          where: {
            ticket: {
              assignedToId: agent.id}},
          select: { rating: true }});

        let customerRating: number | null = null;
        if (surveys.length > 0) {
          const totalRating = surveys.reduce((sum, survey) => sum + survey.rating, 0);
          customerRating = Math.round((totalRating / surveys.length) * 10) / 10;
        }

        return {
          agentId: agent.id,
          agentName: agent.name || agent.email,
          totalTickets,
          resolvedTickets,
          openTickets,
          avgResponseTime,
          avgResolutionTime,
          customerRating,
          isAvailable: agent.supportAgentProfile?.isAvailable ?? true,
          maxActiveTickets: agent.supportAgentProfile?.maxActiveTickets ?? 10,
          specialties: agent.supportAgentProfile?.specialties ?? null};
      })
    );

    // Sort by resolved tickets (most active agents first)
    agentStats.sort((a, b) => b.resolvedTickets - a.resolvedTickets);

    return NextResponse.json({
      success: true,
      data: agentStats});
  } catch (error) {
    const authResponse = handleAuthError(error as Error);
    if (authResponse) return authResponse;

    logger.error('Error fetching agent stats', error instanceof Error ? error : new Error(String(error)), { category: 'ADMIN_SUPPORT' });
    return handleError(error);
  }
}