/**
 * 客服会话相关模拟数据
 */
import type {
  ConversationAgent,
  ConversationListQuery,
  ConversationListResult,
  ConversationMessage,
  ConversationMetrics,
  ConversationPriority,
  ConversationSession,
  ConversationStatus,
  ConversationTag
} from '@/types'

const supportAgents: ConversationAgent[] = [
  {
    id: 11,
    name: '林清',
    avatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=agent_lin',
    title: '资深客服',
    workload: 8,
    expertise: ['会员权益', '支付问题']
  },
  {
    id: 12,
    name: '周晚',
    avatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=agent_zhou',
    title: '体验顾问',
    workload: 5,
    expertise: ['产品咨询', '活动政策']
  },
  {
    id: 13,
    name: '程斐',
    avatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=agent_cheng',
    title: '资深专家',
    workload: 6,
    expertise: ['订单售后', '履约异常']
  },
  {
    id: 14,
    name: '白凝',
    avatar: 'https://api.dicebear.com/7.x/avataaars/svg?seed=agent_bai',
    title: '运营支持',
    workload: 3,
    expertise: ['社群转接', '投诉升级']
  }
]

const sessionTags: ConversationTag[] = [
  { id: 1, name: '支付', color: '#1890ff' },
  { id: 2, name: '权益', color: '#722ed1' },
  { id: 3, name: '功能', color: '#13c2c2' },
  { id: 4, name: '投诉', color: '#ff4d4f' },
  { id: 5, name: '活动', color: '#fa8c16' },
  { id: 6, name: 'BUG', color: '#a0d911' }
]

const intents = ['开票需求', '会员续费', '提现异常', '功能咨询', '活动规则', '体验反馈']
const sources = ['App 内反馈', '官网咨询', '小程序客服', '社群转接']
const customerLevels = ['L1', 'L2', 'L3', 'L4', 'L5']
const cities = ['杭州', '上海', '成都', '武汉', '广州', '深圳']
const customerNames = ['南鸢', '时年', '望舒', '青禾', '阿岚', '林舟', '潮生', '江迟', '枝夏', '安意']

const channelPool: Array<ConversationSession['channel']> = ['app', 'web', 'wechat', 'miniapp']
const priorityPool: ConversationPriority[] = ['normal', 'normal', 'high', 'vip']
const statusPool: ConversationStatus[] = ['waiting', 'active', 'pending', 'resolved', 'active', 'pending']

function randomItem<T>(arr: T[]): T {
  return arr[Math.floor(Math.random() * arr.length)]!
}

function randomInt(min: number, max: number): number {
  return Math.floor(Math.random() * (max - min + 1)) + min
}

function pickTags(): ConversationTag[] {
  const count = randomInt(1, 3)
  const shuffled = [...sessionTags].sort(() => Math.random() - 0.5)
  return shuffled.slice(0, count)
}

function buildMessages(
  customerName: string,
  customerAvatar: string,
  agent?: ConversationAgent,
  startTime?: Date
): ConversationMessage[] {
  const userMessages = [
    '你好，我想咨询一下昨天支付的订单还没有到账是怎么回事？',
    '我看到权益说明里有些不一致，麻烦帮我核实下。',
    '现在打开功能的时候会提示网络错误，可以帮忙看看吗？',
    '关于新的社群活动我有些疑问，规则是不是已经更新了？'
  ]
  const agentMessages = [
    '您好，已经为您核实到订单，目前支付渠道反馈处理中，大约 10 分钟内到账。',
    '权益说明我们刚刚做了更新，我发一份最新版给您，您稍等查看。',
    '收到，我们正在排查这个异常，稍后会第一时间同步处理进度。',
    '关于活动规则我帮您确认了，新的版本中需要满足邀请条件才可报名。'
  ]

  const messages: ConversationMessage[] = []
  const base = startTime ? new Date(startTime) : new Date(Date.now() - randomInt(10, 72) * 60 * 1000)
  let pointer = base.getTime()
  const rounds = agent ? randomInt(3, 6) : randomInt(2, 4)

  for (let i = 0; i < rounds; i++) {
    const userMessage: ConversationMessage = {
      id: Number(`${pointer}${i}`),
      sender: 'user',
      senderName: customerName,
      content: randomItem(userMessages),
      timestamp: new Date(pointer).toISOString(),
      avatar: customerAvatar
    }
    messages.push(userMessage)
    pointer += randomInt(1, 6) * 60 * 1000
    if (agent) {
      const agentMessage: ConversationMessage = {
        id: Number(`${pointer}${i}`),
        sender: 'agent',
        senderName: agent.name,
        content: randomItem(agentMessages),
        timestamp: new Date(pointer).toISOString(),
        avatar: agent.avatar
      }
      messages.push(agentMessage)
      pointer += randomInt(2, 8) * 60 * 1000
    }
  }

  return messages
}

function generateMockConversations(): ConversationSession[] {
  const sessions: ConversationSession[] = []
  for (let i = 1; i <= 36; i++) {
    const customer = {
      id: 2000 + i,
      nickname: customerNames[i % customerNames.length]!,
      avatar: `https://api.dicebear.com/7.x/avataaars/svg?seed=session_${i}`,
      city: randomItem(cities),
      vip: Math.random() > 0.7,
      level: randomItem(customerLevels),
      intents: [randomItem(intents)]
    }
    const assignedAgent = Math.random() > 0.2 ? randomItem(supportAgents) : undefined
    let status = randomItem(statusPool)
    if (!assignedAgent && status !== 'waiting') {
      status = 'waiting'
    }
    const createdAt = new Date(Date.now() - randomInt(1, 7) * 24 * 60 * 60 * 1000)
    const messages = buildMessages(customer.nickname, customer.avatar, assignedAgent, createdAt)
    const lastMessage = messages[messages.length - 1]!
    const firstAgentMessage = messages.find(msg => msg.sender === 'agent')
    const priority = randomItem(priorityPool)

    sessions.push({
      id: i,
      sessionCode: `KF${202400 + i}`,
      channel: randomItem(channelPool),
      status,
      priority,
      createdAt: messages[0]!.timestamp,
      lastMessageAt: lastMessage.timestamp,
      lastMessage: lastMessage.content,
      unreadCount: status === 'waiting' ? randomInt(1, 6) : Math.max(0, randomInt(0, 3) - 1),
      totalMessages: messages.length,
      waitingTime: status === 'waiting' ? randomInt(5, 25) : randomInt(1, 10),
      firstResponseAt: firstAgentMessage?.timestamp,
      resolvedAt: status === 'resolved' ? lastMessage.timestamp : undefined,
      satisfaction: status === 'resolved' ? Number((4.2 + Math.random() * 0.7).toFixed(1)) : undefined,
      autoDetectedIntent: randomItem(intents),
      source: randomItem(sources),
      tags: pickTags(),
      customer,
      assignedAgent: assignedAgent ? { ...assignedAgent } : undefined,
      messages
    })
  }

  return sessions.sort((a, b) => new Date(b.lastMessageAt).getTime() - new Date(a.lastMessageAt).getTime())
}

let conversationSessions: ConversationSession[] = generateMockConversations()

function delay(ms: number): Promise<void> {
  return new Promise(resolve => setTimeout(resolve, ms))
}

function buildMetrics(sessions: ConversationSession[]): ConversationMetrics {
  const waitingCount = sessions.filter(session => session.status === 'waiting').length
  const activeCount = sessions.filter(session => session.status === 'active').length
  const pendingCount = sessions.filter(session => session.status === 'pending').length
  const resolvedToday = sessions.filter(session => {
    if (!session.resolvedAt) return false
    const resolvedDate = new Date(session.resolvedAt)
    const now = new Date()
    return (
      resolvedDate.getFullYear() === now.getFullYear() &&
      resolvedDate.getMonth() === now.getMonth() &&
      resolvedDate.getDate() === now.getDate()
    )
  }).length

  const responseDiffs = sessions
    .filter(session => session.firstResponseAt)
    .map(session => new Date(session.firstResponseAt!).getTime() - new Date(session.createdAt).getTime())

  const satisfactionScores = sessions
    .filter(session => session.satisfaction)
    .map(session => session.satisfaction!)

  const avgFirstResponse =
    responseDiffs.length > 0 ? Math.round(responseDiffs.reduce((a, b) => a + b, 0) / responseDiffs.length / 60000) : 0
  const satisfaction =
    satisfactionScores.length > 0
      ? Number((satisfactionScores.reduce((a, b) => a + b, 0) / satisfactionScores.length).toFixed(1))
      : 0

  return {
    waitingCount,
    activeCount,
    pendingCount,
    resolvedToday,
    satisfaction,
    avgFirstResponse
  }
}

export async function mockGetConversationList(
  params: ConversationListQuery = {}
): Promise<ConversationListResult> {
  await delay(250)
  const {
    page = 1,
    pageSize = 10,
    keyword,
    status = 'all',
    channel = 'all',
    priority = 'all',
    vipOnly,
    dateRange
  } = params

  let filtered = [...conversationSessions]

  if (keyword) {
    filtered = filtered.filter(session =>
      [session.sessionCode, session.customer.nickname, session.lastMessage, session.assignedAgent?.name || '']
        .join(' ')
        .toLowerCase()
        .includes(keyword.toLowerCase())
    )
  }

  if (status !== 'all') {
    filtered = filtered.filter(session => session.status === status)
  }

  if (channel !== 'all') {
    filtered = filtered.filter(session => session.channel === channel)
  }

  if (priority !== 'all') {
    filtered = filtered.filter(session => session.priority === priority)
  }

  if (vipOnly) {
    filtered = filtered.filter(session => session.customer.vip)
  }

  if (dateRange && dateRange.length === 2) {
    const [start, end] = dateRange
    const startTime = new Date(start).getTime()
    const endTime = new Date(end).getTime()
    filtered = filtered.filter(session => {
      const created = new Date(session.createdAt).getTime()
      return created >= startTime && created <= endTime
    })
  }

  const start = (page - 1) * pageSize
  const list = filtered.slice(start, start + pageSize)

  return {
    list,
    total: filtered.length,
    page,
    pageSize,
    metrics: buildMetrics(conversationSessions)
  }
}

export async function mockUpdateConversationStatus(
  sessionId: number,
  status: ConversationStatus
): Promise<ConversationSession | undefined> {
  await delay(200)
  const target = conversationSessions.find(session => session.id === sessionId)
  if (!target) return undefined
  target.status = status
  if (status === 'resolved' || status === 'closed') {
    target.resolvedAt = new Date().toISOString()
    target.unreadCount = 0
    target.waitingTime = 0
  }
  if (status !== 'waiting' && !target.firstResponseAt) {
    target.firstResponseAt = new Date().toISOString()
  }
  return target
}

export async function mockAssignConversationAgent(
  sessionId: number,
  agentId: number
): Promise<ConversationSession | undefined> {
  await delay(200)
  const target = conversationSessions.find(session => session.id === sessionId)
  const agent = supportAgents.find(item => item.id === agentId)
  if (!target || !agent) return undefined
  target.assignedAgent = { ...agent }
  if (target.status === 'waiting') {
    target.status = 'active'
  }
  if (!target.firstResponseAt) {
    target.firstResponseAt = new Date().toISOString()
  }
  return target
}

export function mockGetSupportAgents(): ConversationAgent[] {
  return supportAgents.map(agent => ({ ...agent }))
}