resolutionflow/docs/plans/archive/2026-03-19-phase5-analytics-enhancement-design.md

# Phase 5: Analytics Enhancement — Design Document

> **Date:** 2026-03-19
> **Status:** Approved
> **Audience:** Team leads (primary), individual engineers (secondary)
> **Future note:** A dedicated `/insights` dashboard is planned for a later phase — keep analytics queries modular for reuse.

---

## Overview

Extend the existing FlowPilot Analytics page with tabbed sections for coverage analysis, flow quality scoring, and PSA metrics. This completes the pivot architecture's Phase 5 ("Analytics + Polish") and provides the data team leads need to justify ROI and identify knowledge gaps.

## Page Structure

Add 4 tab sections to `FlowPilotAnalyticsPage`. Each tab fetches data lazily (only when selected).

| Tab | Content | Data Source |
|-----|---------|-------------|
| **Overview** | Existing metrics (sessions, resolution rate, MTTR, rating, confidence tiers, domain breakdown) | Existing `GET /analytics/flowpilot` |
| **Coverage** | Domain grid heatmap, domain-to-flow mapping, knowledge gap summary | New `GET /analytics/flowpilot/coverage` |
| **Flow Quality** | Flow scoring table, top/bottom performers, needs-attention badges | New `GET /analytics/flowpilot/flow-quality` |
| **PSA** | Time entries, hours tracked, push success funnel, trend chart | Extended existing endpoint + new tracking |

---

## Backend

### New Endpoint: Coverage Data

`GET /analytics/flowpilot/coverage?period=7d|30d|90d`

Response:
```json
{
  "domains": [
    {
      "domain": "Active Directory",
      "flow_count": 12,
      "session_count": 87,
      "resolution_rate": 0.92,
      "escalation_rate": 0.05,
      "guided_rate": 0.78,
      "avg_resolution_minutes": 12.5
    }
  ],
  "unmapped_session_count": 15,
  "total_domains": 8
}
```

Domain-to-flow mapping: match flows to domains via their category (categories already exist on trees). Sessions have `problem_domain`. Cross-reference to compute coverage per domain.

### New Endpoint: Flow Quality Data

`GET /analytics/flowpilot/flow-quality?period=7d|30d|90d&sort=quality|usage|success_rate`

Response:
```json
{
  "flows": [
    {
      "flow_id": "uuid",
      "name": "AD Password Reset",
      "usage_count": 45,
      "success_rate": 0.91,
      "last_matched_at": "2026-03-18T...",
      "avg_confidence": 0.82,
      "quality_score": 0.87
    }
  ],
  "top_performers": [...],
  "needs_attention": [...]
}
```

Quality score formula: `(success_rate * 0.5) + (guided_rate * 0.3) + (recency_score * 0.2)` where recency_score decays from 1.0 (used today) to 0.0 (not used in 90+ days).

### Flow Model Additions

Add to `trees` table:
- `usage_count` (Integer, default 0) — incremented when a session matches this flow
- `success_rate` (Float, nullable) — recalculated periodically by analytics query
- `last_matched_at` (DateTime(timezone=True), nullable) — updated on flow match

### PSA Activity Tracking

Add `psa_activity_log` table:
- `id` (UUID PK)
- `account_id` (UUID FK)
- `session_id` (UUID FK, nullable)
- `activity_type` (String) — "time_entry_posted", "note_posted", "status_updated"
- `hours_logged` (Float, nullable) — for time entries
- `psa_ticket_id` (String)
- `created_at` (DateTime)

Wire into the ConnectWise provider: when a time entry or note is successfully pushed, log to this table.

Extended PSA analytics response:
```json
{
  "total_time_entries": 142,
  "total_hours_logged": 356.5,
  "avg_hours_per_session": 2.51,
  "push_funnel": {
    "total_sessions": 500,
    "linked_to_ticket": 380,
    "doc_pushed": 350,
    "time_entry_logged": 142
  },
  "daily_trend": [
    {"date": "2026-03-18", "entries": 8, "hours": 19.5}
  ]
}
```

---

## Frontend

### Coverage Tab — Domain Grid Heatmap

A table with colored cells:

| Domain | Flows | Sessions | Resolution % | Escalation % | Guided % |
|--------|-------|----------|-------------|-------------|---------|
| Active Directory | 12 | 87 | 92% (green) | 5% (green) | 78% (green) |
| Microsoft 365 | 3 | 45 | 58% (red) | 32% (red) | 28% (red) |

Cell coloring:
- Resolution rate: `bg-emerald-400/10` (>75%), `bg-amber-400/10` (50-75%), `bg-rose-500/10` (<50%)
- Escalation rate: green (<10%), amber (10-25%), red (>25%)
- Guided rate: green (>60%), amber (30-60%), red (<30%)
- Flow count: green (5+), amber (1-4), red (0)

Domains with red cells show "Create Flow" suggestion.

### Flow Quality Tab — Sortable Table

`.glass-card-static` table:
- Columns: Flow Name, Usage, Success Rate, Last Used, Avg Confidence, Quality Score
- Top 5 highlighted in emerald, bottom 5 in rose
- "Needs attention" badge: success_rate < 50% or unused 30+ days
- Click flow name → navigate to editor

### PSA Tab

- Metric cards: total entries, total hours, avg hours/session
- Push success funnel: horizontal funnel visualization with conversion rates
- Trend chart (Recharts area chart): daily time entries and hours

---

## Testing

Backend:
- Coverage endpoint returns correct domain mapping
- Flow quality scoring formula produces expected results
- PSA activity logging works on push
- All endpoints team_admin gated

Frontend:
- Tab switching loads correct data
- Heatmap cells colored correctly
- Flow quality table sorts correctly
- PSA funnel displays conversion rates