app/engine/priority.py

# Weights are module-level constants — easy to tune without touching logic.
_W_NEGATIVE_SENTIMENT = 30   # scaled by sentiment confidence
_W_URGENCY_HIGH       = 25
_W_URGENCY_MEDIUM     = 10
_W_COMPLAINT_INTENT   = 15
_W_ANGER_OR_FEAR      = 20   # scaled by emotion score

_LEVEL_THRESHOLDS = [
    (75, "CRITICAL"),
    (50, "HIGH"),
    (25, "MEDIUM"),
    (0,  "LOW"),
]


def compute_priority(sentiment: dict, signals: dict, emotion: dict) -> dict:
    factors: dict[str, int] = {}
    raw = 0

    # Negative sentiment — scaled by how confident the model is
    if sentiment["label"] == "NEGATIVE":
        pts = round(_W_NEGATIVE_SENTIMENT * sentiment["confidence"])
        factors["negative_sentiment"] = pts
        raw += pts

    # Urgency
    urgency = signals["urgency"]
    if urgency == "HIGH":
        factors["high_urgency"] = _W_URGENCY_HIGH
        raw += _W_URGENCY_HIGH
    elif urgency == "MEDIUM":
        factors["medium_urgency"] = _W_URGENCY_MEDIUM
        raw += _W_URGENCY_MEDIUM

    # Complaint intent
    if signals["intent"] == "COMPLAINT":
        factors["complaint_intent"] = _W_COMPLAINT_INTENT
        raw += _W_COMPLAINT_INTENT

    # High-arousal negative emotions — scaled by emotion score
    emo = emotion["emotion"]
    if emo in {"anger", "fear"}:
        pts = round(_W_ANGER_OR_FEAR * emotion["score"])
        factors[emo] = pts
        raw += pts

    priority_score = max(0, min(100, raw))

    priority_level = "LOW"
    for threshold, level in _LEVEL_THRESHOLDS:
        if priority_score >= threshold:
            priority_level = level
            break

    return {
        "priority_score": priority_score,
        "priority_level": priority_level,
        "factors": factors,
    }