"""
Customer Support Agent

Automates customer support through ticket management, AI-powered
responses, knowledge base integration, and customer satisfaction tracking.
"""

from typing import Any, Dict, List
from agents.base import BaseAgent


class CustomerSupportAgent(BaseAgent):
    """
    Automates customer support operations.

    Features:
    - Ticket management
    - Auto-response generation
    - Knowledge base search
    - Sentiment analysis
    - SLA tracking
    - Customer satisfaction monitoring
    """

    def __init__(self):
        super().__init__(
            name='customer-support-agent',
            description='Automate customer support with AI-powered assistance',
            category='business',
            version='1.0.0',
            tags=['support', 'customer-service', 'tickets', 'helpdesk', 'automation']
        )

    async def execute(self, params: Dict[str, Any]) -> Dict[str, Any]:
        """
        Handle customer support operations.

        Args:
            params: {
                'operation': 'create_ticket|respond|escalate|resolve|analyze',
                'ticket_id': str,
                'customer_message': str,
                'priority': 'low|medium|high|urgent',
                'options': {
                    'auto_respond': bool,
                    'suggest_responses': bool,
                    'analyze_sentiment': bool,
                    'check_sla': bool
                }
            }

        Returns:
            {
                'status': 'success|failed',
                'ticket': Dict,
                'suggested_responses': List[str],
                'analytics': Dict,
                'recommendations': List[str]
            }
        """
        operation = params.get('operation', 'create_ticket')
        ticket_id = params.get('ticket_id')
        customer_message = params.get('customer_message', '')
        options = params.get('options', {})

        self.logger.info(f"Customer support operation: {operation}")

        # Mock support tickets
        tickets = [
            {
                'id': 'TKT-001',
                'customer_id': 'CUST-123',
                'customer_name': 'John Smith',
                'customer_email': 'john.smith@acme.com',
                'subject': 'Login issues with mobile app',
                'category': 'technical',
                'subcategory': 'authentication',
                'priority': 'high',
                'status': 'open',
                'created_date': '2025-11-16 09:30:00',
                'last_updated': '2025-11-16 10:15:00',
                'assigned_to': 'support_agent_1',
                'assigned_name': 'Sarah Johnson',
                'sla_due': '2025-11-16 17:30:00',
                'hours_until_sla': 7.25,
                'response_time_minutes': 45,
                'sentiment': 'frustrated',
                'sentiment_score': -0.4,
                'messages': [
                    {
                        'timestamp': '2025-11-16 09:30:00',
                        'from': 'customer',
                        'message': 'I cannot log in to the mobile app. It keeps saying my password is incorrect but I know it\'s right.'
                    },
                    {
                        'timestamp': '2025-11-16 10:15:00',
                        'from': 'agent',
                        'message': 'I apologize for the inconvenience. Let me help you troubleshoot this. Have you tried resetting your password?'
                    }
                ],
                'tags': ['mobile', 'authentication', 'urgent']
            },
            {
                'id': 'TKT-002',
                'customer_id': 'CUST-456',
                'customer_name': 'Emily Davis',
                'customer_email': 'emily.d@techstart.io',
                'subject': 'Feature request: Export to Excel',
                'category': 'feature_request',
                'subcategory': 'reporting',
                'priority': 'medium',
                'status': 'in_progress',
                'created_date': '2025-11-15 14:20:00',
                'last_updated': '2025-11-16 08:00:00',
                'assigned_to': 'product_team',
                'assigned_name': 'Product Team',
                'sla_due': '2025-11-18 14:20:00',
                'hours_until_sla': 50.33,
                'response_time_minutes': 120,
                'sentiment': 'neutral',
                'sentiment_score': 0.1,
                'messages': [
                    {
                        'timestamp': '2025-11-15 14:20:00',
                        'from': 'customer',
                        'message': 'Would be great to export reports directly to Excel format.'
                    },
                    {
                        'timestamp': '2025-11-15 16:20:00',
                        'from': 'agent',
                        'message': 'Thank you for the suggestion! I\'ve forwarded this to our product team for consideration.'
                    },
                    {
                        'timestamp': '2025-11-16 08:00:00',
                        'from': 'product_team',
                        'message': 'We\'re adding this to our Q1 2026 roadmap. Will keep you updated!'
                    }
                ],
                'tags': ['feature_request', 'reporting', 'excel']
            },
            {
                'id': 'TKT-003',
                'customer_id': 'CUST-789',
                'customer_name': 'Michael Chen',
                'customer_email': 'mchen@enterprise.com',
                'subject': 'Billing discrepancy on invoice',
                'category': 'billing',
                'subcategory': 'invoice',
                'priority': 'urgent',
                'status': 'escalated',
                'created_date': '2025-11-16 11:00:00',
                'last_updated': '2025-11-16 11:30:00',
                'assigned_to': 'billing_manager',
                'assigned_name': 'Finance Team',
                'sla_due': '2025-11-16 15:00:00',
                'hours_until_sla': 3.5,
                'response_time_minutes': 15,
                'sentiment': 'angry',
                'sentiment_score': -0.7,
                'messages': [
                    {
                        'timestamp': '2025-11-16 11:00:00',
                        'from': 'customer',
                        'message': 'Invoice #2025-1234 shows $15,000 but our contract is for $12,000. This needs to be fixed ASAP!'
                    },
                    {
                        'timestamp': '2025-11-16 11:15:00',
                        'from': 'agent',
                        'message': 'I sincerely apologize for this error. I\'ve escalated to our billing team for immediate review.'
                    },
                    {
                        'timestamp': '2025-11-16 11:30:00',
                        'from': 'billing_manager',
                        'message': 'Reviewing now. Will have corrected invoice within 2 hours.'
                    }
                ],
                'tags': ['billing', 'urgent', 'escalated']
            }
        ]

        # Mock suggested responses
        suggested_responses = [
            {
                'response_type': 'immediate',
                'confidence': 0.92,
                'text': 'Thank you for contacting support. I understand you\'re experiencing login issues with the mobile app. Let me help you resolve this quickly.',
                'tone': 'professional_empathetic',
                'next_steps': [
                    'Ask about device type and OS version',
                    'Request screenshot of error message',
                    'Provide password reset link'
                ]
            },
            {
                'response_type': 'troubleshooting',
                'confidence': 0.85,
                'text': 'Here are some steps to resolve the login issue:\n\n1. Clear the app cache and data\n2. Uninstall and reinstall the app\n3. Try using the web version to verify your credentials\n4. If issue persists, I can reset your password',
                'tone': 'helpful',
                'kb_articles': ['KB-AUTH-001', 'KB-MOBILE-105']
            },
            {
                'response_type': 'escalation',
                'confidence': 0.78,
                'text': 'I\'ve escalated your case to our technical team. They will investigate and reach out within 2 hours. Your ticket number is TKT-001.',
                'tone': 'reassuring',
                'escalation_team': 'engineering'
            }
        ]

        # Mock knowledge base articles
        kb_articles = [
            {
                'id': 'KB-AUTH-001',
                'title': 'Troubleshooting Login Issues',
                'category': 'Authentication',
                'views': 15234,
                'helpful_votes': 1245,
                'helpful_rate': 0.87,
                'last_updated': '2025-10-15',
                'relevance_score': 0.94
            },
            {
                'id': 'KB-MOBILE-105',
                'title': 'Mobile App Installation Guide',
                'category': 'Mobile',
                'views': 8934,
                'helpful_votes': 756,
                'helpful_rate': 0.82,
                'last_updated': '2025-11-01',
                'relevance_score': 0.88
            },
            {
                'id': 'KB-PASSWORD-003',
                'title': 'How to Reset Your Password',
                'category': 'Account',
                'views': 23456,
                'helpful_votes': 2134,
                'helpful_rate': 0.91,
                'last_updated': '2025-09-20',
                'relevance_score': 0.85
            }
        ]

        # Mock support analytics
        analytics = {
            'total_tickets': 1234,
            'open_tickets': 156,
            'in_progress_tickets': 45,
            'escalated_tickets': 12,
            'resolved_tickets_30days': 987,
            'ticket_volume_by_category': {
                'technical': 456,
                'billing': 234,
                'feature_request': 178,
                'account': 145,
                'other': 221
            },
            'average_response_time_minutes': 32,
            'average_resolution_time_hours': 14.5,
            'first_contact_resolution_rate': 0.64,
            'customer_satisfaction_score': 4.3,
            'sla_compliance_rate': 0.94,
            'escalation_rate': 0.08,
            'agent_performance': {
                'support_agent_1': {
                    'tickets_handled': 145,
                    'avg_response_time': 28,
                    'resolution_rate': 0.89,
                    'csat_score': 4.5
                },
                'support_agent_2': {
                    'tickets_handled': 132,
                    'avg_response_time': 35,
                    'resolution_rate': 0.85,
                    'csat_score': 4.2
                }
            }
        }

        # Mock sentiment analysis
        sentiment_analysis = {
            'current_ticket_sentiment': 'frustrated',
            'sentiment_score': -0.4,
            'confidence': 0.87,
            'sentiment_trend': 'improving',
            'emotions_detected': ['frustration', 'urgency'],
            'recommended_approach': 'Empathetic, solution-focused response',
            'escalation_risk': 'medium',
            'overall_customer_sentiment': {
                'positive': 0.58,
                'neutral': 0.28,
                'negative': 0.14
            }
        }

        # Mock SLA tracking
        sla_tracking = {
            'ticket_id': ticket_id or 'TKT-001',
            'sla_type': 'response_time',
            'sla_target_hours': 8,
            'elapsed_hours': 0.75,
            'remaining_hours': 7.25,
            'status': 'on_track',
            'breach_risk': 'low',
            'priority_level': 'high',
            'auto_escalation_trigger': 6.0  # hours
        }

        # Mock auto-resolution suggestions
        auto_resolution = {
            'can_auto_resolve': True,
            'confidence': 0.82,
            'resolution_type': 'password_reset',
            'steps': [
                'Send password reset email',
                'Provide mobile app reinstall instructions',
                'Follow up in 24 hours'
            ],
            'similar_tickets_resolved': 245,
            'success_rate': 0.89
        }

        return {
            'status': 'success',
            'operation': operation,
            'tickets': tickets,
            'current_ticket': tickets[0] if tickets else None,
            'total_tickets': len(tickets),
            'suggested_responses': suggested_responses,
            'kb_articles': kb_articles,
            'analytics': analytics,
            'sentiment_analysis': sentiment_analysis,
            'sla_tracking': sla_tracking,
            'auto_resolution': auto_resolution if options.get('auto_respond') else None,
            'customer_history': {
                'customer_id': 'CUST-123',
                'total_tickets': 3,
                'resolved_tickets': 2,
                'avg_satisfaction': 4.5,
                'last_interaction': '2025-10-15',
                'account_value': '$12,000',
                'account_status': 'active'
            },
            'recommendations': [
                'Respond within 30 minutes to maintain SLA',
                'Use empathetic tone due to frustrated sentiment',
                'Provide password reset link and mobile app troubleshooting',
                'Follow up in 24 hours if not resolved',
                'Consider escalating if customer satisfaction drops',
                'Reference KB-AUTH-001 for detailed steps',
                'Track resolution to improve future auto-responses'
            ],
            'escalation_triggers': {
                'sla_breach_imminent': False,
                'customer_sentiment_critical': False,
                'high_value_customer': True,
                'complex_technical_issue': False,
                'multiple_failed_resolutions': False,
                'should_escalate': False
            },
            'next_steps': [
                'Send suggested response to customer',
                'Provide password reset and troubleshooting steps',
                'Monitor ticket for customer response',
                'Update ticket status',
                'Schedule follow-up if needed',
                'Collect customer satisfaction feedback upon resolution'
            ]
        }

    def validate_params(self, params: Dict[str, Any]) -> bool:
        """Validate customer support parameters."""
        valid_operations = [
            'create_ticket', 'respond', 'escalate', 'resolve', 'analyze'
        ]
        valid_priorities = ['low', 'medium', 'high', 'urgent']

        operation = params.get('operation')
        if operation and operation not in valid_operations:
            self.logger.error(f"Invalid operation: {operation}")
            return False

        priority = params.get('priority')
        if priority and priority not in valid_priorities:
            self.logger.error(f"Invalid priority: {priority}")
            return False

        return True
