"""View model for the operator workbench.

This module is intentionally UI-focused: it does not change workflow rules, it
only prepares the data returned by operations_service for full-page and HTMX
partial rendering.
"""
from __future__ import annotations

from datetime import datetime, timezone
from typing import Any

from app.operations_service import get_operations_summary
from app.admin_ui.labels import primary_action_label, queue_label
from app.admin_ui.guidance import item_requires_fiscal_customer, work_item_blockers

# Legacy label kept for regression context: Ambíguas.
OPERATION_FILTERS = [
    ("all", "A fazer", "/operations?scope=all", "/operations/partials/work-items?scope=all"),
    ("bloqueadas", "Bloqueadas", "/operations?scope=bloqueadas", "/operations/partials/work-items?scope=bloqueadas"),
    ("ambiguas", "Associações por confirmar", "/operations?scope=ambiguas", "/operations/partials/work-items?scope=ambiguas"),
    ("atrasadas", "Atrasadas", "/operations?scope=atrasadas", "/operations/partials/work-items?scope=atrasadas"),
    ("vendas", "Vendas", "/operations?scope=vendas", "/operations/partials/work-items?scope=vendas"),
    ("financeiro", "Financeiro", "/operations?scope=financeiro", "/operations/partials/work-items?scope=financeiro"),
    ("logistica", "Logística", "/operations?scope=logistica", "/operations/partials/work-items?scope=logistica"),
    ("revisao", "Revisão", "/operations?scope=revisao", "/operations/partials/work-items?scope=revisao"),
    ("done", "Concluídas hoje", "/tasks?status=done", "/tasks/partials/list?status=done"),
]




def _is_numeric_reference(value: Any) -> bool:
    value = str(value or "").strip()
    return bool(value) and value.isdigit()


def is_classification_failed(item: dict[str, Any]) -> bool:
    detail = str(item.get("detail") or "").casefold()
    return "classificação da mensagem falhou" in detail or "classificacao da mensagem falhou" in detail


def has_no_commercial_opportunity(item: dict[str, Any]) -> bool:
    reason = str(item.get("no_opportunity_reason") or "").strip()
    action_code = str(item.get("action_code") or "").upper()
    return bool(reason) or action_code in {"REVIEW_MANUALLY", "REMOVE_FROM_LIST", "IGNORE_SPAM", "NO_ACTION"}


def _looks_like_generic_label(value: str) -> bool:
    value = " ".join(str(value or "").strip().casefold().split())
    return value in {"", "geral", "cliente", "contacto", "sem nome"}


# Legacy label intentionally no longer used as primary title: "Contacto Chatwoot #".
# It is only suitable as technical metadata/fallback, not as operator identity.
def operation_card_title(item: dict[str, Any]) -> str:
    if str(item.get("source") or "") == "outbox":
        return str(item.get("customer_name") or item.get("title") or "Integração")
    fiscal = str(item.get("fiscal_customer_name") or "").strip()
    contact = str(item.get("contact_display_name") or "").strip()
    customer = str(item.get("customer_name") or "").strip()
    process_hint = str(item.get("process_customer_hint") or "").strip()
    identity_status = str(item.get("contact_identity_status") or "").strip().lower()
    if fiscal and not _is_numeric_reference(fiscal) and not _looks_like_generic_label(fiscal):
        return fiscal
    if identity_status == "unsafe" and process_hint and not _is_numeric_reference(process_hint):
        return process_hint
    if contact and not _is_numeric_reference(contact) and not _looks_like_generic_label(contact):
        return contact
    if customer and not _is_numeric_reference(customer) and not _looks_like_generic_label(customer):
        return customer
    if process_hint and not _is_numeric_reference(process_hint):
        return process_hint
    return "Contacto sem identificação"


def operation_card_subtitle(item: dict[str, Any]) -> str:
    if is_classification_failed(item):
        return "Classificação por rever"
    reason = str(item.get("no_opportunity_reason") or "").strip()
    if reason in {"system_or_bounce_message", "bounce_ignored"}:
        return "Mensagem automática / bounce"
    if reason:
        return "Sem oportunidade comercial"
    opportunity = str(item.get("opportunity_title") or "").strip()
    if opportunity:
        return opportunity
    if str(item.get("source") or "") == "outbox":
        return str(item.get("title") or "Integração")
    if str(item.get("action_code") or "").upper() in {"REMOVE_FROM_LIST", "IGNORE_SPAM", "NO_ACTION"}:
        return "Sem oportunidade comercial"
    conv = str(item.get("conversation_id") or "").strip()
    if operation_card_title(item) == "Contacto sem identificação" and conv:
        return f"Conversa Chatwoot #{conv}"
    return "Sem oportunidade associada"


def operation_has_useful_details(item: dict[str, Any]) -> bool:
    if str(item.get("source") or "") == "outbox":
        return True
    if str(item.get("opportunity_id") or "").strip():
        return True
    if str(item.get("fiscal_customer_name") or "").strip():
        return True
    if item_requires_fiscal_customer(item):
        return True
    if work_item_blockers(item):
        return True
    return False


def operation_card_detail(item: dict[str, Any]) -> str:
    if is_classification_failed(item):
        return "O sistema não conseguiu classificar com segurança. Abrir no Chatwoot e escolher a ação correta."
    reason = str(item.get("no_opportunity_reason") or "").strip()
    if reason in {"system_or_bounce_message", "bounce_ignored"}:
        return "Mensagem automática detetada. Não entra no fluxo operacional."
    if reason == "send_info_without_clear_commercial_intent":
        return "Responder sem criar oportunidade até existir intenção comercial clara."
    return str(item.get("detail") or item.get("request_text") or "").strip()


def operation_status_chip(item: dict[str, Any]) -> str:
    if is_association_review(item):
        return "associação por confirmar"
    if str(item.get("action_code") or "").upper() == "REVIEW_RECONSTRUCTED_PROCESS":
        return "validação obrigatória"
    blockers = work_item_blockers(item)
    if blockers:
        return "bloqueada"
    if is_high_priority(item):
        return "prioridade alta"
    if has_no_commercial_opportunity(item):
        return "sem oportunidade comercial"
    return "normal"


def is_association_review(item: dict[str, Any]) -> bool:
    linking = str(item.get("opportunity_linking_status") or "").lower()
    code = str(item.get("action_code") or "").upper()
    return linking in {"ambiguous", "review_required"} or code == "ASSOCIATE_OPPORTUNITY"


def is_ambiguous(item: dict[str, Any]) -> bool:
    return is_association_review(item)


def _parse_dt(value: Any) -> datetime | None:
    if not value:
        return None
    if isinstance(value, str):
        try:
            dt = datetime.fromisoformat(value.replace("Z", "+00:00"))
        except ValueError:
            return None
    else:
        dt = value
    if getattr(dt, "tzinfo", None) is None:
        dt = dt.replace(tzinfo=timezone.utc)
    return dt


def is_scheduled_for_future(item: dict[str, Any]) -> bool:
    action_code = str(item.get("action_code") or "").upper()
    if not action_code.startswith("FOLLOW_UP_"):
        return False
    due_dt = _parse_dt(item.get("due_at"))
    return bool(due_dt and due_dt > datetime.now(timezone.utc))


def is_overdue(item: dict[str, Any]) -> bool:
    due_dt = _parse_dt(item.get("due_at"))
    if due_dt is not None:
        return due_dt < datetime.now(timezone.utc)
    created_dt = _parse_dt(item.get("created_at"))
    if not created_dt:
        return False
    queue = str(item.get("queue") or "").lower()
    hours = {"suporte": 2, "vendas": 4, "financeiro": 8, "operacoes": 24, "logistica": 24, "rever": 24}.get(queue, 24)
    return (datetime.now(timezone.utc) - created_dt).total_seconds() > hours * 3600

def operation_due_label(item: dict[str, Any], *, now: datetime | None = None) -> str:
    now = now or datetime.now(timezone.utc)
    due_dt = _parse_dt(item.get("due_at"))
    if due_dt is not None:
        seconds = (due_dt - now).total_seconds()
        days = int(abs(seconds) // 86400)
        hours = max(1, int(abs(seconds) // 3600))
        if seconds < 0:
            if days >= 1:
                return f"Vencida há {days} dia(s)"
            return f"Vencida há {hours} h"
        if days >= 1:
            return f"Vence em {days} dia(s)"
        return f"Vence em {hours} h"
    created_dt = _parse_dt(item.get("created_at"))
    if created_dt is None:
        return "Sem prazo"
    age_seconds = max((now - created_dt).total_seconds(), 0)
    age_days = int(age_seconds // 86400)
    if age_days >= 1:
        return f"Criada há {age_days} dia(s)"
    return f"Criada há {max(1, int(age_seconds // 3600))} h"


def operation_value(item: dict[str, Any]) -> float:
    for key in ("opportunity_value_amount", "amount", "total_amount"):
        try:
            value = float(item.get(key) or 0)
        except (TypeError, ValueError):
            continue
        if value > 0:
            return value
    return 0.0


def operation_queue_label(item: dict[str, Any]) -> str:
    return queue_label(item.get("queue"))


def operation_priority_reason(item: dict[str, Any]) -> str:
    if is_association_review(item):
        return "Bloqueia a ligação segura do processo"
    if str(item.get("action_code") or "").upper() == "REVIEW_RECONSTRUCTED_PROCESS":
        return "Validação necessária antes de ação sensível"
    if is_overdue(item):
        return "Prazo ultrapassado"
    if str(item.get("source") or "").lower() == "outbox":
        return "Integração exige intervenção"
    if str(item.get("queue") or "").lower() == "suporte":
        return "Cliente aguarda resposta de suporte"
    value = operation_value(item)
    if value > 0 and str(item.get("queue") or "").lower() in {"financeiro", "vendas"}:
        return f"Impacto comercial/financeiro de {value:.2f} EUR"
    return "Prioridade definida pela fila operacional"


def is_high_priority(item: dict[str, Any]) -> bool:
    status = str(item.get("status") or "").lower()
    source = str(item.get("source") or "").lower()
    queue = str(item.get("queue") or "").lower()
    action_code = str(item.get("action_code") or "").upper()
    priority = str(item.get("priority") or "").lower()

    if is_ambiguous(item):
        return True
    if source == "outbox" and status in {"failed", "blocked", "stale"}:
        return True
    if is_overdue(item):
        return True
    if is_classification_failed(item):
        return False
    if queue == "marketing" or action_code in {"REMOVE_FROM_LIST", "IGNORE_SPAM", "NO_ACTION", "REVIEW_MANUALLY"}:
        return False
    if action_code in {"SEND_PROFORMA", "SEND_INVOICE", "CONFIRM_PAYMENT", "PREPARE_ORDER", "VALIDATE_PHYSICAL_ORDER", "CREATE_SHIPMENT"}:
        return priority in {"alta", "high", "urgente", "critical"} or status in {"failed", "blocked"}
    return priority in {"alta", "high", "urgente"} or status in {"failed", "blocked"}


def is_blocked(item: dict[str, Any]) -> bool:
    status = str(item.get("status") or "").lower()
    source = str(item.get("source") or "").lower()
    return status in {"failed", "blocked", "stale"} or source == "outbox" or bool(work_item_blockers(item))


def operation_item_matches_scope(item: dict[str, Any], scope: str) -> bool:
    queue = str(item.get("queue") or "").lower()
    action_code = str(item.get("action_code") or "").upper()
    scope = str(scope or "all").strip().lower()
    if scope in {"", "all", "todas"}:
        return True
    if scope == "bloqueadas":
        return is_blocked(item)
    if scope in {"ambiguas", "ambíguas"}:
        return is_ambiguous(item)
    if scope == "atrasadas":
        return is_overdue(item)
    if scope == "logistica":
        return queue in {"operacoes", "logistica", "logística"}
    if scope == "revisao":
        return queue in {"rever", "revisao", "revisão"} or action_code == "REVIEW_MANUALLY"
    return queue == scope


def operation_primary_label(item: dict[str, Any]) -> str:
    if is_classification_failed(item):
        return "Rever mensagem"
    if str(item.get("source") or "") == "outbox":
        status = str(item.get("status") or "").lower()
        return "Reprocessar" if status == "failed" else "Ver bloqueio"
    if is_association_review(item):
        source = str(item.get("source_system") or "").strip().lower()
        if source == "jasmin":
            return "Validar associação do documento"
        if source == "odoo":
            return "Validar associação da venda"
        return "Validar associação"
    return primary_action_label(item.get("action_code") or item.get("action_label"), fallback="Abrir")


def operation_origin_label(item: dict[str, Any]) -> str:
    source = str(item.get("source_system") or item.get("source") or "").strip()
    conv = str(item.get("conversation_id") or "").strip()
    if conv:
        return f"Chatwoot #{conv}"
    if source:
        return source
    return "ClientFlow"


def build_operations_view_model(scope: str = "all", *, limit: int = 30) -> dict[str, Any]:
    data = get_operations_summary(limit=limit)
    counts = data.get("counts") or {}
    scope = str(scope or "all").strip().lower()
    work_items = list(data.get("work_items") or [])
    visible_items = [item for item in work_items if operation_item_matches_scope(item, scope)]
    high_items = [item for item in visible_items if is_high_priority(item)]
    normal_items = [item for item in visible_items if not is_high_priority(item)]
    review_total = int(counts.get("review_tasks", 0) or 0) + int(counts.get("communications_needs_review", 0) or 0)
    blocked_total = int(counts.get("blocked_outbox", 0) or 0) + sum(1 for item in work_items if is_blocked(item))
    ambiguous_total = sum(1 for item in work_items if is_association_review(item))
    overdue_total = int(counts.get("overdue_tasks", 0) or 0) + sum(1 for item in work_items if item.get("source") == "outbox" and str(item.get("status") or "").lower() in {"failed", "stale"})
    return {
        "scope": scope,
        "counts": counts,
        "review_total": review_total,
        "blocked_total": blocked_total,
        "ambiguous_total": ambiguous_total,
        "overdue_total": overdue_total,
        "today_label": datetime.now(timezone.utc).strftime("%d/%m/%Y"),
        "filters": OPERATION_FILTERS,
        "visible_items": visible_items,
        "high_items": high_items,
        "normal_items": normal_items,
    }