graders.py

from models import Category, Priority, Status


TASKS = {
    "classify_ticket": {
        "difficulty": "easy",
        "ticket": {
            "subject": "My invoice shows wrong amount",
            "description": "I was charged $150 but my plan is only $50/month. Please fix this immediately.",
            "expected_category": Category.billing,
            "expected_priority": Priority.high,
        },
    },
    "resolve_ticket": {
        "difficulty": "medium",
        "ticket": {
            "subject": "Cannot login to my account",
            "description": "I keep getting 'invalid password' error even after resetting my password twice. I need access urgently.",
            "expected_category": Category.account,
            "expected_priority": Priority.high,
            "resolution_keywords": ["password", "reset", "login", "account", "support", "help", "try", "clear", "browser", "cache"],
        },
    },
    "triage_queue": {
        "difficulty": "hard",
        "tickets": [
            {
                "id": "t1",
                "subject": "System completely down for all users",
                "description": "Our entire team cannot access the platform. Business is halted.",
                "expected_priority": Priority.critical,
                "expected_category": Category.technical,
            },
            {
                "id": "t2",
                "subject": "Question about pricing plans",
                "description": "Can you tell me the difference between basic and pro plans?",
                "expected_priority": Priority.low,
                "expected_category": Category.billing,
            },
            {
                "id": "t3",
                "subject": "Package not delivered after 2 weeks",
                "description": "My order #12345 was supposed to arrive 2 weeks ago. No updates.",
                "expected_priority": Priority.high,
                "expected_category": Category.shipping,
            },
        ],
    },
}


def _clamp(score: float) -> float:
    """Ensure score is strictly between 0.0 and 1.0 (exclusive)."""
    return round(min(max(score, 0.01), 0.99), 2)


def grade_classify_ticket(action: dict) -> float:
    task = TASKS["classify_ticket"]["ticket"]
    score = 0.1
    if action.get("category") == task["expected_category"]:
        score += 0.44
    if action.get("priority") == task["expected_priority"]:
        score += 0.44
    return _clamp(score)


def grade_resolve_ticket(action: dict) -> float:
    task = TASKS["resolve_ticket"]["ticket"]
    score = 0.1
    if action.get("category") == task["expected_category"]:
        score += 0.15
    if action.get("priority") == task["expected_priority"]:
        score += 0.15
    resolution = (action.get("resolution") or "").lower()
    if len(resolution) > 20:
        score += 0.15
        matched = sum(1 for kw in task["resolution_keywords"] if kw in resolution)
        score += min(matched / len(task["resolution_keywords"]), 0.89) * 0.35
    return _clamp(score)


def grade_triage_queue(actions: list) -> float:
    tickets = TASKS["triage_queue"]["tickets"]
    if not actions:
        return 0.01
    total = 0.1
    for i, ticket in enumerate(tickets):
        if i >= len(actions):
            break
        action = actions[i]
        if action.get("priority") == ticket["expected_priority"]:
            total += 0.28
        if action.get("category") == ticket["expected_category"]:
            total += 0.28
    return _clamp(total / len(tickets))