243 lines
9.7 KiB
QBasic
243 lines
9.7 KiB
QBasic
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REM Queue Monitor - Automated Queue Management
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REM Runs on schedule to monitor queue health, reassign stale conversations,
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REM notify supervisors of issues, and generate queue metrics.
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REM
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REM Schedule: SET SCHEDULE "queue-monitor", "*/5 * * * *" (every 5 minutes)
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DESCRIPTION "Monitor queue health, reassign stale conversations, alert on issues"
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' Get current queue status
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queue = GET QUEUE
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PRINT "Queue Monitor Running - " + FORMAT(NOW(), "yyyy-MM-dd HH:mm:ss")
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PRINT "Total: " + queue.total + " | Waiting: " + queue.waiting + " | Active: " + queue.active
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' === Check for stale waiting conversations ===
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' Conversations waiting more than 10 minutes without assignment
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stale_threshold_minutes = 10
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FOR EACH item IN queue.items
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IF item.status = "waiting" THEN
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' Calculate wait time
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created_at = GET SESSION item.session_id, "created_at"
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wait_minutes = DATEDIFF("minute", created_at, NOW())
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IF wait_minutes > stale_threshold_minutes THEN
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PRINT "ALERT: Stale conversation " + item.session_id + " waiting " + wait_minutes + " minutes"
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' Try to find available attendant
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attendants = GET ATTENDANTS "online"
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IF attendants.count > 0 THEN
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' Find attendant with least active conversations
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best_attendant = NULL
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min_active = 999
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FOR EACH att IN attendants.items
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stats = GET ATTENDANT STATS att.id
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IF stats.active_conversations < min_active THEN
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min_active = stats.active_conversations
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best_attendant = att
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END IF
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NEXT
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IF best_attendant IS NOT NULL AND min_active < 5 THEN
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' Auto-assign
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result = ASSIGN CONVERSATION item.session_id, best_attendant.id
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IF result.success THEN
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PRINT "Auto-assigned " + item.session_id + " to " + best_attendant.name
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ADD NOTE item.session_id, "Auto-assigned after " + wait_minutes + " min wait"
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' Notify customer
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SEND TO SESSION item.session_id, "Obrigado por aguardar! " + best_attendant.name + " irá atendê-lo agora."
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END IF
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END IF
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ELSE
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' No attendants available - escalate
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IF wait_minutes > 20 THEN
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' Critical - notify supervisor
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SEND MAIL "supervisor@company.com", "URGENTE: Fila sem atendentes", "Conversa " + item.session_id + " aguardando há " + wait_minutes + " minutos sem atendentes disponíveis."
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' Set high priority
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SET PRIORITY item.session_id, "urgent"
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TAG CONVERSATION item.session_id, "no-attendants"
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' Send apology to customer
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SEND TO SESSION item.session_id, "Pedimos desculpas pela espera. Nossa equipe está com alta demanda. Você será atendido em breve."
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END IF
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END IF
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END IF
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END IF
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NEXT
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' === Check for inactive assigned conversations ===
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' Conversations assigned but no activity for 15 minutes
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inactive_threshold_minutes = 15
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FOR EACH item IN queue.items
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IF item.status = "assigned" OR item.status = "active" THEN
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last_activity = GET SESSION item.session_id, "last_activity_at"
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IF last_activity IS NOT NULL THEN
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inactive_minutes = DATEDIFF("minute", last_activity, NOW())
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IF inactive_minutes > inactive_threshold_minutes THEN
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PRINT "WARNING: Inactive conversation " + item.session_id + " - " + inactive_minutes + " min since last activity"
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' Get assigned attendant
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assigned_to = GET SESSION item.session_id, "assigned_to"
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IF assigned_to IS NOT NULL THEN
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' Check attendant status
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att_status = GET ATTENDANT STATUS assigned_to
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IF att_status = "offline" OR att_status = "away" THEN
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' Attendant went away - reassign
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PRINT "Attendant " + assigned_to + " is " + att_status + " - reassigning"
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' Find new attendant
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new_attendants = GET ATTENDANTS "online"
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IF new_attendants.count > 0 THEN
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new_att = new_attendants.items[0]
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' Transfer conversation
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old_ctx = GET SESSION item.session_id, "context"
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result = ASSIGN CONVERSATION item.session_id, new_att.id
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IF result.success THEN
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ADD NOTE item.session_id, "Reatribuído de " + assigned_to + " (status: " + att_status + ") para " + new_att.name
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SEND TO SESSION item.session_id, "Desculpe a espera. " + new_att.name + " continuará seu atendimento."
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END IF
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END IF
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ELSE
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' Attendant is online but inactive - send reminder
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' Only remind once every 10 minutes
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last_reminder = GET SESSION item.session_id, "last_attendant_reminder"
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IF last_reminder IS NULL OR DATEDIFF("minute", last_reminder, NOW()) > 10 THEN
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' Get customer sentiment
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sentiment = GET SESSION item.session_id, "last_sentiment"
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reminder = "⚠️ Conversa inativa há " + inactive_minutes + " min"
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IF sentiment = "negative" THEN
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reminder = reminder + " - Cliente frustrado!"
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END IF
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' Send reminder via WebSocket to attendant UI
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NOTIFY ATTENDANT assigned_to, reminder
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SET SESSION item.session_id, "last_attendant_reminder", NOW()
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END IF
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END IF
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END IF
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END IF
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END IF
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END IF
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NEXT
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' === Check for abandoned conversations ===
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' Customer hasn't responded in 30 minutes
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abandon_threshold_minutes = 30
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FOR EACH item IN queue.items
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IF item.status = "active" OR item.status = "assigned" THEN
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last_customer_msg = GET SESSION item.session_id, "last_customer_message_at"
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IF last_customer_msg IS NOT NULL THEN
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silent_minutes = DATEDIFF("minute", last_customer_msg, NOW())
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IF silent_minutes > abandon_threshold_minutes THEN
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' Check if already marked
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already_marked = GET SESSION item.session_id, "abandon_warning_sent"
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IF already_marked IS NULL THEN
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' Send follow-up
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SEND TO SESSION item.session_id, "Ainda está aí? Se precisar de mais ajuda, é só responder."
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SET SESSION item.session_id, "abandon_warning_sent", NOW()
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PRINT "Sent follow-up to potentially abandoned session " + item.session_id
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ELSE
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' Check if warning was sent more than 15 min ago
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warning_minutes = DATEDIFF("minute", already_marked, NOW())
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IF warning_minutes > 15 THEN
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' Mark as abandoned
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RESOLVE CONVERSATION item.session_id, "Abandoned - no customer response"
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TAG CONVERSATION item.session_id, "abandoned"
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PRINT "Marked session " + item.session_id + " as abandoned"
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END IF
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END IF
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END IF
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END IF
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END IF
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NEXT
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' === Generate queue metrics ===
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' Calculate averages and store for analytics
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metrics = {}
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metrics.timestamp = NOW()
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metrics.total_waiting = queue.waiting
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metrics.total_active = queue.active
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metrics.total_resolved = queue.resolved
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' Calculate average wait time for waiting conversations
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total_wait = 0
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wait_count = 0
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FOR EACH item IN queue.items
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IF item.status = "waiting" THEN
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created_at = GET SESSION item.session_id, "created_at"
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wait_minutes = DATEDIFF("minute", created_at, NOW())
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total_wait = total_wait + wait_minutes
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wait_count = wait_count + 1
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END IF
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NEXT
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IF wait_count > 0 THEN
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metrics.avg_wait_minutes = total_wait / wait_count
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ELSE
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metrics.avg_wait_minutes = 0
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END IF
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' Get attendant utilization
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attendants = GET ATTENDANTS
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online_count = 0
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busy_count = 0
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FOR EACH att IN attendants.items
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IF att.status = "online" THEN
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online_count = online_count + 1
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ELSE IF att.status = "busy" THEN
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busy_count = busy_count + 1
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END IF
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NEXT
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metrics.attendants_online = online_count
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metrics.attendants_busy = busy_count
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metrics.utilization_pct = 0
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IF online_count + busy_count > 0 THEN
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metrics.utilization_pct = (busy_count / (online_count + busy_count)) * 100
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END IF
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' Store metrics for dashboard
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SAVE "queue_metrics", metrics
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' Alert if queue is getting long
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IF queue.waiting > 10 THEN
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SEND MAIL "supervisor@company.com", "Alerta: Fila com " + queue.waiting + " aguardando", "A fila de atendimento está com " + queue.waiting + " conversas aguardando. Tempo médio de espera: " + metrics.avg_wait_minutes + " minutos."
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END IF
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' Alert if no attendants online during business hours
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hour_now = HOUR(NOW())
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day_now = WEEKDAY(NOW())
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IF hour_now >= 9 AND hour_now < 18 AND day_now >= 1 AND day_now <= 5 THEN
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IF online_count = 0 AND busy_count = 0 THEN
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SEND MAIL "supervisor@company.com", "CRÍTICO: Sem atendentes online", "Não há atendentes online durante o horário comercial. Fila: " + queue.waiting + " aguardando."
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END IF
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END IF
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PRINT "Queue monitor completed. Metrics saved."
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RETURN metrics
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