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Milestone 13: Reporting

Purpose: Agents and admins see basic (and if entitled, advanced) reports; Reports page with date range, charts, and CSV export (advanced).

Exit state: Basic reporting (volume, response time, resolution time, by inbox/assignee); Reports page; advanced reporting (SLA compliance, tag distribution, workload, export) gated by entitlement.

Spec reference: §2.12 Reporting, §6.10 reports page.

Prerequisites: M12. SLA (M11) for SLA metrics; entitlements (M10) for advanced_reports.

13.1 Basic reporting​

Tasks​

  1. Metrics (Section 2.12)

    • Tickets created: count per day/week in date range; by tenant.
    • Tickets resolved: count resolved/closed per period.
    • Open ticket count: snapshot by status (open, in_progress, waiting, resolved, closed).
    • First response time: avg(first_response_at - created_at) for tickets with first_response_at; filter by date range (created_at).
    • Resolution time: avg(resolved_at - created_at) for resolved tickets in range.
    • Tickets by inbox: count group by inbox_id.
    • Tickets by assignee: count and resolution rate per assignee.
    • tRPC or server procedures: input tenant_id, date_from, date_to; return aggregates. Optional: cache (e.g. 5 min) for heavy dashboards.

  2. Reports page layout

    • Route /app/[slug]/reports. Section 6.10. Date range picker (presets: 7d, 30d, 90d + custom). Sub-tabs or sections: Overview, By Inbox, By Agent, SLA (advanced), Export (advanced).

  3. Overview

    • Stat cards: tickets created (period), tickets resolved, open count, avg first response time, avg resolution time. Bar chart: tickets created/resolved per day. Line chart: avg response time over period (optional). Recharts. Section 6.10.

  4. By Inbox / By Agent

    • Tables or charts: volume per inbox; volume and resolution rate per agent. Filter by date range.

Acceptance criteria​

CriterionStatus
Reports page loads; date range applies to all metrics.Pending
Basic metrics match manual count from DB; charts render (Recharts).Pending
All roles can view (Viewer read-only); data tenant-scoped.Pending
Report data refreshes when underlying tickets/messages change (SSE-driven invalidation or refetch so dashboard stays current; Section 4.11).Pending

13.2 Advanced reporting (Growth+)​

Tasks​

  1. Entitlement gate

    • Check tenant_entitlements for advanced_reports; if not entitled, hide or disable SLA and Export sections and show "Upgrade" prompt. Section 2.12.

  2. SLA compliance

    • SLA compliance rate: % of tickets (in range) that met first response and resolution targets (compare first_response_at and resolved_at to policy). SLA breach count per inbox or period. Section 2.12. Display in Reports → SLA section.

  3. Tag distribution

    • Ticket count per tag in date range; chart or table.

  4. Agent workload

    • Open + resolved count per agent in period; optional avg response time. Section 2.12.

  5. CSV export

    • Button "Export CSV": generate CSV server-side (stream or buffer) with columns id, subject, status, inbox, assignee, created_at, first_response_at, resolved_at, tags (or tag names). Date range and filters apply. Download as file. Section 2.12. Role: Agent + Admin per spec.

Acceptance criteria​

CriterionStatus
With advanced_reports entitlement: SLA section and Export visible; without, gated with upgrade prompt.Pending
SLA compliance and breach counts correct; tag distribution and workload tables correct.Pending
CSV export returns correct columns and rows for selected range; download works.Pending
Export role: Agent and Admin can export; Viewer cannot (or can per product decision).Pending

Milestone 13 sign-off​

CriterionStatus
All tasks in 13.1–13.2 complete.Pending
All acceptance criteria met.Pending
Basic and advanced reporting functional; export gated by plan.Pending
E2E: Reports page and at least one report render (see INDEX — Testing strategy).Pending
Ready for M14 (Integrations).Pending