CRM/backend/app/Services/DashboardService.php

<?php

namespace App\Services;

use App\Models\ActivityLog;
use App\Models\Call;
use App\Models\CallResult;
use App\Models\Campaign;
use App\Models\FollowUp;
use App\Models\ImportBatch;
use App\Models\Lead;
use App\Models\LeadStatus;
use App\Models\PipelineStage;
use App\Models\QualityReview;
use App\Models\Setting;
use App\Models\Task;
use App\Models\Team;
use App\Models\User;
use Carbon\Carbon;

class DashboardService
{
    public function admin(): array
    {
        $today = Carbon::today();
        $now = Carbon::now();
        $personalAgenda = $this->personalAgenda((int) auth()->id(), $today, $now);

        return [
            'total_leads' => Lead::count(),
            'new_leads_today' => Lead::whereDate('created_at', $today)->count(),
            'calls_today' => Call::whereDate('created_at', $today)->count(),
            'successful_calls_today' => Call::whereDate('created_at', $today)
                ->whereIn('result', $this->successfulResultNames())
                ->count(),
            'conversions_this_month' => Lead::where('final_result', 'موفق')
                ->whereMonth('updated_at', $today->month)
                ->whereYear('updated_at', $today->year)
                ->count(),
            'assigned_leads' => Lead::where('is_unassigned', false)->count(),
            'unassigned_leads' => Lead::where('is_unassigned', true)->count(),
            'leads_contacted_today' => Lead::whereDate('last_call_at', $today)->count(),
            'total_calls_today' => Call::whereDate('created_at', $today)->count(),
            'answered_calls' => Call::whereDate('created_at', $today)
                ->whereIn('result', $this->successfulResultNames())
                ->count(),
            'no_answer_calls' => Call::whereDate('created_at', $today)
                ->whereIn('result', ['پاسخ نداد', 'اشغال بود', 'خاموش بود'])
                ->count(),
            'average_call_duration' => Call::whereDate('created_at', $today)->avg('duration') ?? 0,
            'won_sales' => Lead::where('final_result', 'موفق')->count(),
            'lost_sales' => Lead::where('final_result', 'ناموفق')->count(),
            'conversion_rate' => $this->calculateConversionRate(),
            'follow_up_backlog' => FollowUp::where('status', 'pending')->whereDate('scheduled_at', '<=', $now)->count(),
            'overdue_follow_ups' => FollowUp::where('status', 'pending')
                ->where(fn ($q) => $q->where('is_overdue', true)->orWhere('scheduled_at', '<', $now))
                ->count(),
            'overdue_leads' => Lead::whereNotNull('next_follow_up_at')->where('next_follow_up_at', '<', $now)->whereNull('final_result')->count(),
            'pipeline_data' => $this->pipelineSummary(),
            'funnel_conversion_chart' => $this->funnelConversion(),
            'call_trend_chart' => $this->callTrend(),
            'source_performance_chart' => $this->sourcePerformance(),
            'campaign_performance' => $this->campaignPerformance(),
            'team_performance' => $this->teamPerformance(),
            'top_agents' => $this->agentPerformance(null, 5),
            'low_performance_alerts' => $this->lowPerformanceAlerts(),
            'recent_imports' => ImportBatch::with('user:id,name')
                ->latest()
                ->limit(5)
                ->get(['id', 'user_id', 'filename', 'total_rows', 'imported_rows', 'failed_rows', 'skipped_rows', 'status', 'created_at']),
            'voip_status' => $this->voipStatus(),
            'system_health' => [
                'pending_follow_ups' => FollowUp::where('status', 'pending')->count(),
                'failed_imports_today' => ImportBatch::whereDate('created_at', $today)->where('failed_rows', '>', 0)->count(),
            ],
            'leads_by_status' => LeadStatus::withCount('leads')
                ->orderBy('sort_order')
                ->get()
                ->map(fn (LeadStatus $status) => [
                    'status' => $status->name,
                    'count' => $status->leads_count,
                    'color' => $status->color,
                ])
                ->values(),
            'recent_activities' => ActivityLog::with('user:id,name')
                ->latest()
                ->limit(10)
                ->get(),
            'task_widgets' => [
                'overdue' => Task::active()->whereNotNull('due_at')->where('due_at', '<', $now)->count(),
                'unassigned' => Task::active()->whereNull('assigned_to')->count(),
                'by_status' => Task::selectRaw('status, count(*) as total')->groupBy('status')->pluck('total', 'status'),
                'by_priority' => Task::selectRaw('priority, count(*) as total')->groupBy('priority')->pluck('total', 'priority'),
            ],
            'my_task_widgets' => $personalAgenda['tasks'],
            'my_follow_up_widgets' => $personalAgenda['follow_ups'],
            'live_charts' => $this->liveCharts(),
        ];
    }

    public function supervisor(?int $teamId = null): array
    {
        $teamId = $teamId ?? auth()->user()->teams->first()?->id;
        $agentIds = $teamId ? Team::find($teamId)?->members->pluck('id')->toArray() : [];

        $today = Carbon::today();
        $now = Carbon::now();
        $personalAgenda = $this->personalAgenda((int) auth()->id(), $today, $now);

        return [
            'total_leads' => Lead::whereIn('assigned_to', $agentIds)->count(),
            'new_leads_today' => Lead::whereIn('assigned_to', $agentIds)->whereDate('created_at', $today)->count(),
            'calls_today' => Call::whereIn('user_id', $agentIds)->whereDate('created_at', $today)->count(),
            'conversions_this_month' => Lead::whereIn('assigned_to', $agentIds)->where('final_result', 'موفق')
                ->whereMonth('updated_at', $today->month)->whereYear('updated_at', $today->year)->count(),
            'total_team_leads' => Lead::whereIn('assigned_to', $agentIds)->count(),
            'team_calls_today' => Call::whereIn('user_id', $agentIds)->whereDate('created_at', $today)->count(),
            'team_successful_calls_today' => Call::whereIn('user_id', $agentIds)->whereDate('created_at', $today)->whereIn('result', $this->successfulResultNames())->count(),
            'team_won_sales' => Lead::whereIn('assigned_to', $agentIds)
                ->where('final_result', 'موفق')
                ->count(),
            'team_conversion_rate' => $this->calculateTeamConversionRate($agentIds),
            'online_agents' => User::whereIn('id', $agentIds)
                ->where('last_login_at', '>=', now()->subMinutes(15))->count(),
            'overdue_follow_ups' => FollowUp::whereIn('user_id', $agentIds)
                ->where('status', 'pending')->where(fn ($q) => $q->where('is_overdue', true)->orWhere('scheduled_at', '<', $now))->count(),
            'leads_without_calls' => Lead::whereIn('assigned_to', $agentIds)->whereNull('last_call_at')->count(),
            'team_stats' => $this->agentPerformance($agentIds),
            'leads_stuck_by_stage' => $this->stuckLeadsByStage($agentIds),
            'calls_needing_review' => Call::whereIn('user_id', $agentIds)
                ->whereNotNull('recording_url')
                ->whereDoesntHave('qualityReview')
                ->latest()
                ->limit(10)
                ->get(['id', 'lead_id', 'user_id', 'result', 'duration', 'created_at']),
            'quality_review_summary' => $this->qualitySummary($agentIds),
            'agents_behind_target' => $this->agentsBehindTarget($agentIds),
            'hot_leads' => Lead::with('assignedAgent:id,name')
                ->whereIn('assigned_to', $agentIds)
                ->where(fn ($q) => $q->where('interest_level', 'hot')->orWhere('priority', '>=', 8))
                ->latest()
                ->limit(10)
                ->get(['id', 'company', 'first_name', 'last_name', 'interest_level', 'priority', 'assigned_to', 'next_follow_up_at']),
            'important_team_alerts' => $this->teamAlerts($agentIds),
            'task_widgets' => [
                'overdue' => Task::active()->whereIn('assigned_to', $agentIds)->whereNotNull('due_at')->where('due_at', '<', $now)->count(),
                'unassigned' => Task::active()->whereNull('assigned_to')->whereIn('created_by', array_values(array_unique(array_merge($agentIds, [auth()->id()]))))->count(),
                'workload' => User::whereIn('id', $agentIds)->orderBy('name')->get(['id', 'name'])->map(fn (User $agent) => [
                    'user_id' => $agent->id,
                    'name' => $agent->name,
                    'open_tasks' => Task::active()->where('assigned_to', $agent->id)->count(),
                    'overdue_tasks' => Task::active()->where('assigned_to', $agent->id)->whereNotNull('due_at')->where('due_at', '<', $now)->count(),
                ])->values(),
            ],
            'my_task_widgets' => $personalAgenda['tasks'],
            'my_follow_up_widgets' => $personalAgenda['follow_ups'],
            'live_charts' => $this->liveCharts($agentIds),
        ];
    }

    public function agent(?int $userId = null): array
    {
        $userId = $userId ?? auth()->id();
        $today = Carbon::today();
        $pendingFollowUps = FollowUp::where('user_id', $userId)->where('status', 'pending');
        $todayFollowUps = (clone $pendingFollowUps)->whereDate('scheduled_at', $today)->count();
        $overdueFollowUps = (clone $pendingFollowUps)
            ->where(fn ($query) => $query->where('is_overdue', true)->orWhere('scheduled_at', '<', Carbon::now()))
            ->count();

        return [
            'my_leads' => Lead::where('assigned_to', $userId)->count(),
            'my_calls_today' => Call::where('user_id', $userId)->whereDate('created_at', $today)->count(),
            'my_follow_ups_today' => $todayFollowUps,
            'today_follow_ups' => $todayFollowUps,
            'overdue_follow_ups' => $overdueFollowUps,
            'calls_today' => Call::where('user_id', $userId)->whereDate('created_at', $today)->count(),
            'answered_calls_today' => Call::where('user_id', $userId)->whereDate('created_at', $today)
                ->whereIn('result', $this->successfulResultNames())->count(),
            'won_sales' => Lead::where('assigned_to', $userId)
                ->where('final_result', 'موفق')
                ->count(),
            'conversion_rate' => $this->calculateAgentConversionRate($userId),
            'daily_call_target' => $this->intSetting('daily_call_target', 40),
            'successful_call_target' => $this->intSetting('successful_call_target', 15),
            'follow_up_target' => $this->intSetting('follow_up_target', 20),
            'progress' => [
                'calls' => $this->progress(Call::where('user_id', $userId)->whereDate('created_at', $today)->count(), $this->intSetting('daily_call_target', 40)),
                'successful_calls' => $this->progress(Call::where('user_id', $userId)->whereDate('created_at', $today)->whereIn('result', $this->successfulResultNames())->count(), $this->intSetting('successful_call_target', 15)),
                'follow_ups' => $this->progress(FollowUp::where('user_id', $userId)->whereDate('scheduled_at', $today)->count(), $this->intSetting('follow_up_target', 20)),
            ],
            'next_call' => Lead::where('assigned_to', $userId)
                ->whereNull('final_result')
                ->orderByRaw('CASE WHEN next_follow_up_at IS NOT NULL AND next_follow_up_at <= ? THEN 0 ELSE 1 END', [Carbon::now()])
                ->orderByDesc('priority')
                ->oldest('last_call_at')
                ->first(['id', 'company', 'first_name', 'last_name', 'priority', 'last_call_result', 'next_follow_up_at']),
            'hot_leads' => Lead::where('assigned_to', $userId)
                ->where(fn ($q) => $q->where('interest_level', 'hot')->orWhere('priority', '>=', 8))
                ->latest()
                ->limit(5)
                ->get(['id', 'company', 'first_name', 'last_name', 'interest_level', 'priority', 'next_follow_up_at']),
            'urgent_tasks' => FollowUp::with('lead:id,company,first_name,last_name')
                ->where('user_id', $userId)
                ->where('status', 'pending')
                ->where('scheduled_at', '<=', Carbon::now()->addDay())
                ->orderBy('scheduled_at')
                ->limit(8)
                ->get(['id', 'lead_id', 'scheduled_at', 'notes', 'status']),
            'follow_up_widgets' => [
                'today' => $todayFollowUps,
                'overdue' => $overdueFollowUps,
                'next' => (clone $pendingFollowUps)
                    ->with('lead:id,company,first_name,last_name')
                    ->orderBy('scheduled_at')
                    ->limit(8)
                    ->get(['id', 'lead_id', 'scheduled_at', 'notes', 'status', 'is_overdue']),
            ],
            'suggested_next_action' => $this->suggestedNextAction($userId),
            'task_widgets' => [
                'today' => Task::active()->where('assigned_to', $userId)->whereDate('due_at', $today)->count(),
                'overdue' => Task::active()->where('assigned_to', $userId)->whereNotNull('due_at')->where('due_at', '<', Carbon::now())->count(),
                'next' => Task::active()->where('assigned_to', $userId)->whereNotNull('due_at')
                    ->orderBy('due_at')->limit(5)->get(['id', 'subject', 'priority', 'status', 'due_at', 'version']),
            ],
            'live_charts' => $this->liveCharts([$userId]),
        ];
    }

    private function liveCharts(?array $agentIds = null): array
    {
        $leadScope = fn ($query) => is_array($agentIds) ? $query->whereIn('assigned_to', $agentIds) : $query;
        $callScope = fn ($query) => is_array($agentIds) ? $query->whereIn('user_id', $agentIds) : $query;
        $followUpScope = fn ($query) => is_array($agentIds) ? $query->whereIn('user_id', $agentIds) : $query;

        $leads = $leadScope(Lead::query());
        $leadCount = (clone $leads)->count();

        $statusRows = LeadStatus::query()->where('is_active', true)->orderBy('sort_order')->get()
            ->map(fn (LeadStatus $status) => [
                'label' => $status->name,
                'value' => $leadScope(Lead::where('lead_status_id', $status->id))->count(),
            ])
            ->filter(fn (array $row) => $row['value'] > 0)
            ->sortByDesc('value')
            ->values();
        $leadsWithoutStatus = max(0, $leadCount - $statusRows->sum('value'));
        if ($leadsWithoutStatus > 0) {
            $statusRows->push(['label' => 'بدون وضعیت', 'value' => $leadsWithoutStatus]);
            $statusRows = $statusRows->sortByDesc('value')->values();
        }
        if ($statusRows->count() > 5) {
            $other = $statusRows->slice(4)->sum('value');
            $statusRows = $statusRows->take(4)->push(['label' => 'سایر وضعیت‌ها', 'value' => $other]);
        }

        $todayCalls = $callScope(Call::whereDate('created_at', Carbon::today()));
        $successfulCalls = (clone $todayCalls)->whereIn('result', $this->successfulResultNames())->count();
        $unansweredCalls = (clone $todayCalls)->whereIn('result', ['پاسخ نداد', 'اشغال بود', 'خاموش بود'])->count();
        $otherCalls = max(0, (clone $todayCalls)->count() - $successfulCalls - $unansweredCalls);

        $wonCount = (clone $leads)->where('final_result', 'موفق')->count();
        $todayFollowUps = $followUpScope(FollowUp::whereDate('scheduled_at', Carbon::today()));
        $followUpCount = (clone $todayFollowUps)->count();
        $completedFollowUps = (clone $todayFollowUps)->where('status', 'completed')->count();
        $callCount = (clone $todayCalls)->count();

        return [
            'updated_at' => Carbon::now()->toISOString(),
            'lead_status' => $this->chartRows($statusRows->all()),
            'call_outcomes' => $this->chartRows([
                ['label' => 'موفق', 'value' => $successfulCalls],
                ['label' => 'بدون پاسخ', 'value' => $unansweredCalls],
                ['label' => 'سایر', 'value' => $otherCalls],
            ]),
            'performance' => $this->chartRows([
                ['label' => 'تبدیل فروش', 'value' => $this->percent($wonCount, $leadCount)],
                ['label' => 'موفقیت تماس', 'value' => $this->percent($successfulCalls, $callCount)],
                ['label' => 'هدف تماس روزانه', 'value' => $this->percent($callCount, $this->intSetting('daily_call_target', 40))],
                ['label' => 'تکمیل پیگیری', 'value' => $this->percent($completedFollowUps, $followUpCount)],
                ['label' => 'کامل بودن داده', 'value' => $this->percent((clone $leads)->whereNotNull('email')->whereNotNull('phone')->count(), $leadCount)],
            ]),
        ];
    }

    private function personalAgenda(int $userId, Carbon $today, Carbon $now): array
    {
        $pendingFollowUps = FollowUp::where('user_id', $userId)->where('status', 'pending');

        return [
            'tasks' => [
                'today' => Task::active()->where('assigned_to', $userId)->whereDate('due_at', $today)->count(),
                'overdue' => Task::active()->where('assigned_to', $userId)->whereNotNull('due_at')->where('due_at', '<', $now)->count(),
                'next' => Task::active()->where('assigned_to', $userId)->whereNotNull('due_at')
                    ->orderBy('due_at')->limit(8)->get(['id', 'subject', 'priority', 'status', 'due_at', 'version']),
            ],
            'follow_ups' => [
                'today' => (clone $pendingFollowUps)->whereDate('scheduled_at', $today)->count(),
                'overdue' => (clone $pendingFollowUps)
                    ->where(fn ($query) => $query->where('is_overdue', true)->orWhere('scheduled_at', '<', $now))
                    ->count(),
                'next' => (clone $pendingFollowUps)
                    ->with('lead:id,company,first_name,last_name')
                    ->orderBy('scheduled_at')
                    ->limit(8)
                    ->get(['id', 'lead_id', 'scheduled_at', 'notes', 'status', 'is_overdue']),
            ],
        ];
    }

    private function chartRows(array $rows): array
    {
        $palette = ['#2563EB', '#0D9488', '#D97706', '#7C3AED', '#DC2626'];

        return collect($rows)->values()->map(fn (array $row, int $index) => [
            ...$row,
            'color' => $palette[$index % count($palette)],
        ])->all();
    }

    private function percent(int $value, int $total): float
    {
        return $total > 0 ? min(100, round(($value / $total) * 100, 1)) : 0;
    }

    private function calculateConversionRate(): float
    {
        $total = Lead::count();
        if ($total === 0) {
            return 0;
        }
        $won = Lead::where('final_result', 'موفق')->count();

        return round(($won / $total) * 100, 1);
    }

    private function pipelineSummary()
    {
        return PipelineStage::query()
            ->where('is_active', true)
            ->orderBy('sort_order')
            ->get()
            ->groupBy('name')
            ->map(function ($stages, string $name) {
                $ids = $stages->pluck('id');
                $first = $stages->first();

                return [
                    'stage' => $name,
                    'count' => Lead::whereIn('pipeline_stage_id', $ids)->count(),
                    'color' => $first->color,
                ];
            })
            ->values();
    }

    private function calculateTeamConversionRate(array $agentIds): float
    {
        $total = Lead::whereIn('assigned_to', $agentIds)->count();
        if ($total === 0) {
            return 0;
        }
        $won = Lead::whereIn('assigned_to', $agentIds)
            ->where('final_result', 'موفق')
            ->count();

        return round(($won / $total) * 100, 1);
    }

    private function calculateAgentConversionRate(int $userId): float
    {
        $total = Lead::where('assigned_to', $userId)->count();
        if ($total === 0) {
            return 0;
        }
        $won = Lead::where('assigned_to', $userId)
            ->where('final_result', 'موفق')
            ->count();

        return round(($won / $total) * 100, 1);
    }

    private function successfulResultNames(): array
    {
        return CallResult::where('is_positive', true)->pluck('name')->all();
    }

    private function intSetting(string $key, int $fallback): int
    {
        return (int) (Setting::where('key', $key)->value('value') ?: $fallback);
    }

    private function progress(int $value, int $target): array
    {
        return ['value' => $value, 'target' => $target, 'percent' => $target > 0 ? min(100, round(($value / $target) * 100, 1)) : 0];
    }

    private function callTrend(?array $agentIds = null): array
    {
        return collect(range(6, 0))->map(function (int $daysAgo) use ($agentIds) {
            $date = Carbon::today()->subDays($daysAgo);
            $query = Call::whereDate('created_at', $date);
            if (is_array($agentIds)) {
                $query->whereIn('user_id', $agentIds);
            }

            return [
                'date' => $date->toDateString(),
                'calls' => (clone $query)->count(),
                'successful' => (clone $query)->whereIn('result', $this->successfulResultNames())->count(),
            ];
        })->values()->all();
    }

    private function sourcePerformance(?array $agentIds = null): array
    {
        $query = Lead::query();
        if (is_array($agentIds)) {
            $query->whereIn('assigned_to', $agentIds);
        }

        return $query->selectRaw("COALESCE(source, 'نامشخص') as source, count(*) as total, sum(case when final_result = 'موفق' then 1 else 0 end) as won")
            ->groupBy('source')
            ->orderByDesc('total')
            ->limit(10)
            ->get()
            ->map(fn ($row) => [
                'source' => $row->source,
                'total' => (int) $row->total,
                'won' => (int) $row->won,
                'conversion_rate' => $row->total > 0 ? round(($row->won / $row->total) * 100, 1) : 0,
            ])->all();
    }

    private function campaignPerformance(): array
    {
        return Campaign::withCount('leads')
            ->latest()
            ->limit(8)
            ->get()
            ->map(fn (Campaign $campaign) => [
                'id' => $campaign->id,
                'name' => $campaign->name,
                'target' => $campaign->target,
                'leads' => $campaign->leads_count,
                'won' => Lead::where('campaign_id', $campaign->id)->where('final_result', 'موفق')->count(),
            ])->values()->all();
    }

    private function teamPerformance(): array
    {
        return Team::with('members:id,name')->get()->map(function (Team $team) {
            $agentIds = $team->members->pluck('id')->all();

            return [
                'id' => $team->id,
                'name' => $team->name,
                'agents' => count($agentIds),
                'leads' => Lead::whereIn('assigned_to', $agentIds)->count(),
                'calls_today' => Call::whereIn('user_id', $agentIds)->whereDate('created_at', Carbon::today())->count(),
                'conversion_rate' => $this->calculateTeamConversionRate($agentIds),
            ];
        })->values()->all();
    }

    private function agentPerformance(?array $agentIds = null, ?int $limit = null): array
    {
        $users = User::role('agent')->when(is_array($agentIds), fn ($q) => $q->whereIn('id', $agentIds))->orderBy('name')->get();
        $rows = $users->map(function (User $agent) {
            $todayCalls = Call::where('user_id', $agent->id)->whereDate('created_at', Carbon::today())->count();
            $successful = Call::where('user_id', $agent->id)->whereDate('created_at', Carbon::today())->whereIn('result', $this->successfulResultNames())->count();

            return [
                'agent_id' => $agent->id,
                'agent_name' => $agent->name,
                'leads' => Lead::where('assigned_to', $agent->id)->count(),
                'calls' => $todayCalls,
                'successful_calls' => $successful,
                'conversions' => Lead::where('assigned_to', $agent->id)->where('final_result', 'موفق')->count(),
                'call_target_percent' => $this->progress($todayCalls, $this->intSetting('daily_call_target', 40))['percent'],
            ];
        })->sortByDesc('calls')->values();

        return $limit ? $rows->take($limit)->values()->all() : $rows->all();
    }

    private function lowPerformanceAlerts(): array
    {
        return collect($this->agentPerformance())->filter(fn ($row) => $row['call_target_percent'] < 50)
            ->map(fn ($row) => ['agent_id' => $row['agent_id'], 'agent_name' => $row['agent_name'], 'message' => 'کمتر از ۵۰٪ هدف تماس امروز انجام شده است.'])
            ->values()
            ->all();
    }

    private function stuckLeadsByStage(array $agentIds): array
    {
        $threshold = Carbon::now()->subDays(7);

        return PipelineStage::orderBy('sort_order')->get()->map(fn (PipelineStage $stage) => [
            'stage' => $stage->name,
            'count' => Lead::whereIn('assigned_to', $agentIds)->where('pipeline_stage_id', $stage->id)->where('updated_at', '<=', $threshold)->whereNull('final_result')->count(),
        ])->values()->all();
    }

    private function qualitySummary(array $agentIds): array
    {
        $query = QualityReview::whereIn('agent_id', $agentIds);

        return [
            'reviewed_calls' => (clone $query)->count(),
            'average_score' => round((float) ((clone $query)->avg('overall_score') ?? 0), 1),
            'low_score_count' => (clone $query)->where('overall_score', '<', 60)->count(),
        ];
    }

    private function agentsBehindTarget(array $agentIds): array
    {
        return collect($this->agentPerformance($agentIds))
            ->filter(fn ($row) => $row['call_target_percent'] < 80)
            ->values()
            ->all();
    }

    private function teamAlerts(array $agentIds): array
    {
        $now = Carbon::now();

        return [
            ['label' => 'پیگیری عقب‌افتاده', 'count' => FollowUp::whereIn('user_id', $agentIds)->where('status', 'pending')->where('scheduled_at', '<', $now)->count()],
            ['label' => 'لید بدون تماس', 'count' => Lead::whereIn('assigned_to', $agentIds)->whereNull('last_call_at')->count()],
            ['label' => 'تماس نیازمند بازبینی', 'count' => Call::whereIn('user_id', $agentIds)->whereNotNull('recording_url')->whereDoesntHave('qualityReview')->count()],
        ];
    }

    private function voipStatus(): array
    {
        $provider = Setting::where('key', 'voip_provider')->value('value') ?: 'none';
        $configured = match ($provider) {
            'ami' => (bool) Setting::where('key', 'voip_ami_host')->value('value')
                && (bool) Setting::where('key', 'voip_ami_port')->value('value')
                && (bool) Setting::where('key', 'voip_ami_username')->value('value')
                && (bool) Setting::where('key', 'voip_ami_secret')->value('value'),
            'api' => (bool) Setting::where('key', 'voip_api_base_url')->value('value')
                && (bool) Setting::where('key', 'voip_api_token')->value('value'),
            'socket' => (bool) Setting::where('key', 'voip_socket_host')->value('value')
                && (bool) Setting::where('key', 'voip_socket_port')->value('value'),
            'mock' => true,
            default => false,
        };

        return [
            'provider' => $provider,
            'configured' => $configured,
            'message' => $configured ? 'تنظیمات اصلی تلفن اینترنتی ثبت شده است.' : 'تلفن اینترنتی کامل پیکربندی نشده است.',
        ];
    }

    private function funnelConversion(): array
    {
        $total = max(Lead::count(), 1);

        return collect($this->pipelineSummary())->map(fn ($row) => [
            'stage' => $row['stage'],
            'count' => $row['count'],
            'percentage' => round(($row['count'] / $total) * 100, 1),
            'color' => $row['color'],
        ])->all();
    }

    private function suggestedNextAction(int $userId): string
    {
        if (FollowUp::where('user_id', $userId)->where('status', 'pending')->where('scheduled_at', '<', Carbon::now())->exists()) {
            return 'ابتدا پیگیری‌های عقب‌افتاده را انجام دهید.';
        }
        if (Lead::where('assigned_to', $userId)->whereNull('last_call_at')->exists()) {
            return 'با لیدهای بدون تماس شروع کنید.';
        }

        return 'تماس بعدی پیشنهادی را از صف تماس بردارید.';
    }
}