"""Route support tickets based on complexity and tier."""
from __future__ import annotations
from datetime import datetime, timezone
from typing import Any
TOOL_META: dict[str, Any] = {
"name": "support_escalation_router",
"description": "Determines routing paths for support tickets based on category, tier, and urgency.",
"inputSchema": {
"type": "object",
"properties": {
"ticket": {"type": "object"},
},
"required": ["ticket"],
},
"outputSchema": {
"type": "object",
"properties": {
"status": {"type": "string"},
"data": {"type": "object"},
"timestamp": {"type": "string"},
},
},
}
ROUTES = {
"billing": "billing_auto_queue",
"technical": "engineering_triage",
"access": "accounts_team",
"feature": "product_backlog",
"other": "general_support",
}
def support_escalation_router(ticket: dict[str, Any], **_: Any) -> dict[str, Any]:
"""Return the routing decision for a ticket."""
try:
category = ticket.get("category", "other")
priority = ticket.get("priority", "medium")
agent_tier = ticket.get("agent_tier", "community")
auto_resolve_attempted = ticket.get("auto_resolve_attempted", False)
routed_to = ROUTES.get(category, "general_support")
auto_resolved = False
auto_response = None
if category == "billing" and ticket.get("description", "").lower().startswith("how do i pay"):
auto_resolved = True
auto_response = "Sent billing FAQ article"
routed_to = "auto_resolve"
elif priority == "urgent":
routed_to = "thunder_alert"
elif category == "technical" and agent_tier in {"premium", "ambassador"}:
routed_to = "priority_engineering"
elif category == "feature":
routed_to = "product_backlog"
estimated_response = _estimate_response_time(priority, routed_to)
data = {
"routed_to": routed_to,
"auto_resolved": auto_resolved,
"auto_response": auto_response,
"estimated_response_time": estimated_response,
}
return {
"status": "success",
"data": data,
"timestamp": datetime.now(timezone.utc).isoformat(),
}
except Exception as exc:
_log_lesson("support_escalation_router", str(exc))
return {
"status": "error",
"data": {"error": str(exc)},
"timestamp": datetime.now(timezone.utc).isoformat(),
}
def _estimate_response_time(priority: str, routed_to: str) -> str:
if routed_to == "thunder_alert":
return "15m"
mapping = {
"urgent": "1h",
"high": "4h",
"medium": "24h",
"low": "72h",
}
return mapping.get(priority, "48h")
def _log_lesson(skill_name: str, error: str) -> None:
with open("logs/lessons.md", "a", encoding="utf-8") as handle:
handle.write(f"- [{datetime.now(timezone.utc).isoformat()}] {skill_name}: {error}\n")
