Add voice name flow controls and analytics
This commit is contained in:
Yera All
+216
-1
@@ -2,7 +2,7 @@
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from typing import Literal
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from pydantic import BaseModel, Field
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from pydantic import BaseModel, Field, field_validator, model_validator
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from services.shared.core import Role
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@@ -30,6 +30,72 @@ EventOutboxStatus = Literal["pending", "published", "failed"]
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AsteriskForwardStatus = Literal["received", "processing", "forwarded", "failed"]
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TelephonyStatus = Literal["ringing", "claimed", "connected", "ended", "failed"]
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CallActionResultStatus = Literal["ok", "failed", "rejected"]
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VoiceStartNameStatus = Literal["name_obtained", "name_not_obtained", "name_followup_required"]
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VoiceStartNameSource = Literal["known_customer", "voice_start", "voice_followup", "none"]
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VoiceNameKnownCustomerBehavior = Literal["trust_and_handoff", "confirm_in_downstream", "ask_on_start"]
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VoiceNameUnknownCustomerBehavior = Literal["ask_on_start", "skip_to_downstream"]
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VoiceNameMissingNameBehavior = Literal["ask_inline_once", "do_not_ask"]
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VoiceNameUncertainNameBehavior = Literal["confirm_then_finalize", "finalize_immediately", "discard_and_collect"]
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class VoiceNameCollectionLanguageTexts(BaseModel):
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start_prompt: str = Field(min_length=1)
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personalized_greeting_template: str = Field(min_length=1)
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confirmation_greeting_template: str = Field(min_length=1)
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inline_followup_prompt: str = Field(min_length=1)
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@field_validator(
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"start_prompt",
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"personalized_greeting_template",
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"confirmation_greeting_template",
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"inline_followup_prompt",
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mode="before",
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)
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@classmethod
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def _trim_required_text(cls, value: str) -> str:
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normalized = str(value or "").strip()
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if not normalized:
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raise ValueError("Text value is required")
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return normalized
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@model_validator(mode="after")
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def _validate_name_templates(self):
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if "{name}" not in self.personalized_greeting_template:
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raise ValueError("personalized_greeting_template must contain {name}")
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if "{name}" not in self.confirmation_greeting_template:
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raise ValueError("confirmation_greeting_template must contain {name}")
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return self
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class VoiceNameCollectionStartConfig(BaseModel):
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ask_name_on_start: bool = True
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known_customer_behavior: VoiceNameKnownCustomerBehavior = "trust_and_handoff"
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unknown_customer_behavior: VoiceNameUnknownCustomerBehavior = "ask_on_start"
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class VoiceNameCollectionDownstreamConfig(BaseModel):
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missing_name_behavior: VoiceNameMissingNameBehavior = "ask_inline_once"
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uncertain_name_behavior: VoiceNameUncertainNameBehavior = "confirm_then_finalize"
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finalize_on_explicit_name: bool = True
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finalize_on_confirmation: bool = True
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class VoiceNameCollectionTextsConfig(BaseModel):
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ru: VoiceNameCollectionLanguageTexts
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kz: VoiceNameCollectionLanguageTexts
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class VoiceNameCollectionConfig(BaseModel):
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enabled: bool = True
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start: VoiceNameCollectionStartConfig = Field(default_factory=VoiceNameCollectionStartConfig)
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downstream: VoiceNameCollectionDownstreamConfig = Field(default_factory=VoiceNameCollectionDownstreamConfig)
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texts: VoiceNameCollectionTextsConfig
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class VoiceNameCollectionConfigOut(BaseModel):
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config: VoiceNameCollectionConfig
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updated_at: str | None = None
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source: Literal["defaults", "database"] = "defaults"
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class HealthResponse(BaseModel):
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@@ -91,6 +157,11 @@ class CustomerCreate(BaseModel):
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tags: list[str] = Field(default_factory=list)
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class CustomerNameUpdateIn(BaseModel):
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display_name: str = Field(min_length=2)
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source: str | None = None
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class CustomerOut(CustomerCreate):
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customer_id: str
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created_at: str
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@@ -332,6 +403,10 @@ class VoiceAISummaryOut(BaseModel):
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voice_session_id: str | None = None
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status_label: str
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status_tone: Literal["answered", "handoff"]
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customer_name_status: VoiceStartNameStatus | None = None
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customer_name_value: str | None = None
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customer_name_source: VoiceStartNameSource | None = None
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voice_start_language: str | None = None
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customer_request_text: str
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ai_outcome_text: str
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handoff_reason: str
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@@ -589,6 +664,18 @@ class VoiceAITurnDecisionOut(BaseModel):
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model: str | None = None
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latency_ms: int | None = None
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status: VoiceAIState = "active"
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metadata: dict = Field(default_factory=dict)
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class VoiceStartResult(BaseModel):
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language: str
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customer_id: str | None = None
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customer_name_status: VoiceStartNameStatus = "name_not_obtained"
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customer_name_value: str | None = None
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customer_name_source: VoiceStartNameSource = "none"
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downstream_queue_id: str | None = None
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downstream_queue_code: str | None = None
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resolved_at: str | None = None
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class VoiceAIStartIn(BaseModel):
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@@ -598,6 +685,7 @@ class VoiceAIStartIn(BaseModel):
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customer_id: str | None = None
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language_hint: str | None = None
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agent_profile: str = "voice_support"
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metadata: dict = Field(default_factory=dict)
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class VoiceAIStartOut(BaseModel):
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@@ -605,6 +693,11 @@ class VoiceAIStartOut(BaseModel):
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language: str
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greeting_text: str
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disclosure_required: bool = True
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needs_handoff: bool = False
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handoff_reason: str | None = None
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summary_text: str = ""
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start_result: VoiceStartResult | None = None
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metadata: dict = Field(default_factory=dict)
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class VoiceAIHandoffRequestIn(BaseModel):
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@@ -614,6 +707,7 @@ class VoiceAIHandoffRequestIn(BaseModel):
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target_queue_id: str | None = None
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reason: str = Field(min_length=1)
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summary: dict = Field(default_factory=dict)
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metadata: dict = Field(default_factory=dict)
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class VoiceAICallStateUpdateIn(BaseModel):
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@@ -1044,6 +1138,7 @@ class ReportingSavedViewSnapshot(BaseModel):
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channel: str = "all"
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compareMode: str = "previous"
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trendMetric: str = "volume"
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voiceNameTrendMetric: str = "scenario_calls"
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aiTrendMetric: str = "containment_rate"
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agentTrendMetric: str = "interactions_per_agent"
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@@ -1166,6 +1261,126 @@ class AIAnalyticsTimeseriesOut(BaseModel):
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points: list[AIAnalyticsTimeseriesPointOut] = Field(default_factory=list)
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class VoiceNameFlowAnalyticsFiltersOut(AIAnalyticsWindowOut):
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queue_id: str | None = None
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language: str | None = None
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class VoiceNameFlowAnalyticsTotalsOut(BaseModel):
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scenario_calls: int = 0
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start_obtained: int = 0
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downstream_ai_obtained: int = 0
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followup_required: int = 0
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name_not_obtained: int = 0
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manual_corrected: int = 0
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handoff_confirmed_name: int = 0
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handoff_unconfirmed_name: int = 0
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needed_downstream: int = 0
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class VoiceNameFlowAnalyticsMetricsOut(BaseModel):
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start_capture_rate: float = 0.0
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downstream_rescue_rate: float = 0.0
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handoff_unconfirmed_rate: float = 0.0
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manual_correction_rate: float = 0.0
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class VoiceNameFlowAnalyticsFunnelStageOut(BaseModel):
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stage: Literal[
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"scenario_calls",
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"start_obtained",
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"needed_downstream",
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"downstream_ai_obtained",
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"handoff_confirmed_name",
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"handoff_unconfirmed_name",
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]
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label: str
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sessions: int = 0
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share: float = 0.0
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class VoiceNameFlowAnalyticsLanguageBreakdownOut(BaseModel):
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language: str
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scenario_calls: int = 0
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start_obtained: int = 0
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downstream_ai_obtained: int = 0
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followup_required: int = 0
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name_not_obtained: int = 0
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manual_corrected: int = 0
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handoff_confirmed_name: int = 0
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handoff_unconfirmed_name: int = 0
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start_capture_rate: float = 0.0
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downstream_rescue_rate: float = 0.0
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handoff_unconfirmed_rate: float = 0.0
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manual_correction_rate: float = 0.0
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class VoiceNameFlowAnalyticsQueueBreakdownOut(BaseModel):
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queue_id: str
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scenario_calls: int = 0
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start_obtained: int = 0
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downstream_ai_obtained: int = 0
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followup_required: int = 0
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name_not_obtained: int = 0
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manual_corrected: int = 0
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handoff_confirmed_name: int = 0
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handoff_unconfirmed_name: int = 0
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start_capture_rate: float = 0.0
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downstream_rescue_rate: float = 0.0
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handoff_unconfirmed_rate: float = 0.0
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manual_correction_rate: float = 0.0
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class VoiceNameFlowAnalyticsHandoffBreakdownOut(BaseModel):
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outcome: Literal["confirmed_name", "unconfirmed_name"]
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label: str
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sessions: int = 0
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share: float = 0.0
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class VoiceNameFlowAnalyticsBreakdownsOut(BaseModel):
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funnel: list[VoiceNameFlowAnalyticsFunnelStageOut] = Field(default_factory=list)
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by_language: list[VoiceNameFlowAnalyticsLanguageBreakdownOut] = Field(default_factory=list)
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by_queue: list[VoiceNameFlowAnalyticsQueueBreakdownOut] = Field(default_factory=list)
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handoff: list[VoiceNameFlowAnalyticsHandoffBreakdownOut] = Field(default_factory=list)
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class VoiceNameFlowAnalyticsCoverageOut(BaseModel):
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sessions_with_start_decision: int = 0
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sessions_with_final_ai_state: int = 0
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sessions_with_manual_overlay: int = 0
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note: str | None = None
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class VoiceNameFlowAnalyticsOverviewOut(BaseModel):
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window: AIAnalyticsWindowOut
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filters: VoiceNameFlowAnalyticsFiltersOut
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totals: VoiceNameFlowAnalyticsTotalsOut = Field(default_factory=VoiceNameFlowAnalyticsTotalsOut)
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metrics: VoiceNameFlowAnalyticsMetricsOut = Field(default_factory=VoiceNameFlowAnalyticsMetricsOut)
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breakdowns: VoiceNameFlowAnalyticsBreakdownsOut = Field(default_factory=VoiceNameFlowAnalyticsBreakdownsOut)
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coverage: VoiceNameFlowAnalyticsCoverageOut = Field(default_factory=VoiceNameFlowAnalyticsCoverageOut)
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class VoiceNameFlowAnalyticsTimeseriesPointOut(BaseModel):
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ts: str
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value: float | None = None
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scenario_calls: int = 0
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denominator: int = 0
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class VoiceNameFlowAnalyticsTimeseriesOut(BaseModel):
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metric: Literal[
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"scenario_calls",
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"start_capture_rate",
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"downstream_rescue_rate",
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"handoff_unconfirmed_rate",
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"manual_correction_rate",
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]
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interval: Literal["hour", "day"]
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filters: VoiceNameFlowAnalyticsFiltersOut
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points: list[VoiceNameFlowAnalyticsTimeseriesPointOut] = Field(default_factory=list)
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class AIAnalyticsDrilldownFiltersOut(AIAnalyticsFiltersOut):
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slice: Literal["all", "contained", "handoff", "human_touched", "closed_without_operator", "active", "error"] = "all"
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reason_key: str | None = None
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