feat(reports): breakdown auto/manual no BotReports + nomes corretos

Engrenagem fechada e nomes que casam com o que a métrica mede:

Cards superiores (taxas):
- "Tempo de resolução" -> "Resolvidas pelo bot %"
  Tooltip: bot resolveu sozinho (sem humano via Chatwoot ou WhatsApp) / total
- "Taxa de entrega" -> "Transferidas pra humano %"
  Tooltip: agora soma auto (Jasmine chamou) + manual (humano respondeu sem
  handoff explícito). Junto com a resolução, fecha ~100%.

Cards de detalhe (segunda linha, contagem absoluta):
- "Resolvidas pelo bot" — quantas o bot fechou sozinho
- "Transferência automática (Jasmine)" — bot_handoff explícito (loop, timeout,
  max turns, intent)
- "Tomada manual (agente)" — humano respondeu (UI ou WhatsApp echo) SEM a
  Jasmine ter chamado bot_handoff. Era o "bucket fantasma" antes.

Backend:
- BotMetricsBuilder.metrics inclui bot_resolutions_count, auto_handoffs_count,
  manual_takeovers_count
- handoff_rate agora é (auto + manual) / total — daí a engrenagem fechar
- manual_takeovers_count: conversas com mensagem outgoing humana
  (sender_type='User' OR NULL) MENOS as que tiveram conversation_bot_handoff

Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>

app/builders/v2/reports/bot_metrics_builder.rb

@@ -12,7 +12,10 @@ class V2::Reports::BotMetricsBuilder
       conversation_count: bot_conversations.count,
       message_count: bot_messages.count,
       resolution_rate: bot_resolution_rate.to_i,
-      handoff_rate: bot_handoff_rate.to_i
+      handoff_rate: total_handoff_rate.to_i,
+      bot_resolutions_count: bot_resolutions_count,
+      auto_handoffs_count: auto_handoffs_count,
+      manual_takeovers_count: manual_takeovers_count
     }
   end
 
@@ -44,11 +47,40 @@ class V2::Reports::BotMetricsBuilder
   end
 
   def bot_resolutions_count
-    base_reporting_events.joins(:conversation).select(:conversation_id).where(name: :conversation_bot_resolved).distinct.count
+    @bot_resolutions_count ||= base_reporting_events.joins(:conversation)
+                                                    .select(:conversation_id)
+                                                    .where(name: :conversation_bot_resolved)
+                                                    .distinct.count
   end
 
-  def bot_handoffs_count
+  # Auto handoff = Jasmine called bot_handoff! explicitly (loop, timeout, max_turns, intent)
-    base_reporting_events.joins(:conversation).select(:conversation_id).where(name: :conversation_bot_handoff).distinct.count
+  def auto_handoffs_count
+    @auto_handoffs_count ||= base_reporting_events.joins(:conversation)
+                                                  .select(:conversation_id)
+                                                  .where(name: :conversation_bot_handoff)
+                                                  .distinct.count
+  end
+
+  # Manual takeover = a human replied (via Chatwoot UI or WhatsApp echo) WITHOUT a bot_handoff
+  # event being emitted for the same conversation. The bot itself uses sender_type 'Captain::Assistant',
+  # so it's never counted here.
+  def manual_takeovers_count
+    @manual_takeovers_count ||= begin
+      conv_ids_with_human_reply = bot_conversations
+                                  .joins(:messages)
+                                  .where(messages: { message_type: :outgoing })
+                                  .where('messages.sender_type = ? OR messages.sender_type IS NULL', 'User')
+                                  .distinct
+                                  .pluck(:id)
+
+      conv_ids_with_auto_handoff = ReportingEvent.unscope(:order)
+                                                 .where(name: 'conversation_bot_handoff',
+                                                        conversation_id: conv_ids_with_human_reply)
+                                                 .distinct
+                                                 .pluck(:conversation_id)
+
+      (conv_ids_with_human_reply - conv_ids_with_auto_handoff).count
+    end
   end
 
   def bot_resolution_rate
@@ -57,9 +89,10 @@ class V2::Reports::BotMetricsBuilder
     bot_resolutions_count.to_f / bot_conversations.count * 100
   end
 
-  def bot_handoff_rate
+  # Total handoff = auto + manual (the gear that closes the math now)
+  def total_handoff_rate
     return 0 if bot_conversations.count.zero?
 
-    bot_handoffs_count.to_f / bot_conversations.count * 100
+    (auto_handoffs_count + manual_takeovers_count).to_f / bot_conversations.count * 100
   end
 end

app/javascript/dashboard/i18n/locale/en/report.json

@@ -36,11 +36,11 @@
         "DESC": "( Total )"
       },
       "BOT_RESOLUTION_COUNT": {
-        "NAME": "Resolution Count",
+        "NAME": "Resolved by bot",
         "DESC": "( Total )"
       },
       "BOT_HANDOFF_COUNT": {
-        "NAME": "Handoff Count",
+        "NAME": "Transferred to human",
         "DESC": "( Total )"
       },
       "REPLY_TIME": {
@@ -534,20 +534,32 @@
     "HEADER": "Bot Reports",
     "METRIC": {
       "TOTAL_CONVERSATIONS": {
-        "LABEL": "No. of Conversations",
+        "LABEL": "Conversations",
-        "TOOLTIP": "Total number of conversations handled by the bot"
+        "TOOLTIP": "Total number of conversations handled by the bot in the period"
       },
       "TOTAL_RESPONSES": {
-        "LABEL": "Total Responses",
+        "LABEL": "Outgoing messages",
-        "TOOLTIP": "Total number of responses sent by the bot"
+        "TOOLTIP": "Total number of outgoing messages — includes the bot AND humans (Chatwoot UI or WhatsApp echo)"
       },
       "RESOLUTION_RATE": {
-        "LABEL": "Resolution Rate",
+        "LABEL": "Resolved by bot %",
-        "TOOLTIP": "Total number of conversations resolved by the bot / Total number of conversations handled by the bot * 100"
+        "TOOLTIP": "Conversations the bot resolved alone (no human reply, via UI or WhatsApp) ÷ total conversations × 100"
       },
       "HANDOFF_RATE": {
-        "LABEL": "Handoff Rate",
+        "LABEL": "Transferred to human %",
-        "TOOLTIP": "Total number of conversations handed off to agents / Total number of conversations handled by the bot * 100"
+        "TOOLTIP": "Conversations transferred to human (auto by Jasmine + manual takeover) ÷ total conversations × 100. Together with the resolution rate, the gear closes the math (the rest are still open, snoozed, or abandoned)."
+      },
+      "BOT_RESOLUTIONS": {
+        "LABEL": "Resolved by bot",
+        "TOOLTIP": "Absolute count: conversations the bot closed alone, with no human reply (UI or WhatsApp)"
+      },
+      "AUTO_HANDOFFS": {
+        "LABEL": "Auto handoff (Jasmine)",
+        "TOOLTIP": "Conversations where Jasmine explicitly called bot_handoff! — typically tool loop, timeout, max turns reached or LLM intent classified as handoff"
+      },
+      "MANUAL_TAKEOVERS": {
+        "LABEL": "Manual takeover (agent)",
+        "TOOLTIP": "Conversations where a human replied (Chatwoot UI or WhatsApp echo) without Jasmine triggering bot_handoff! first — the agent took over silently"
       }
     }
   },

app/javascript/dashboard/i18n/locale/pt_BR/report.json

@@ -36,11 +36,11 @@
         "DESC": "( Total )"
       },
       "BOT_RESOLUTION_COUNT": {
-        "NAME": "Contagem de Resolução",
+        "NAME": "Resolvidas pelo bot",
         "DESC": "( Total )"
       },
       "BOT_HANDOFF_COUNT": {
-        "NAME": "Contagem de transferências",
+        "NAME": "Transferidas para humano",
         "DESC": "( Total )"
       },
       "REPLY_TIME": {
@@ -466,20 +466,32 @@
     "HEADER": "Relatórios do Bot",
     "METRIC": {
       "TOTAL_CONVERSATIONS": {
-        "LABEL": "Nº de Conversas",
+        "LABEL": "Conversas",
-        "TOOLTIP": "Número total de conversas tratadas pelo bot"
+        "TOOLTIP": "Total de conversas atendidas pelo bot no período"
       },
       "TOTAL_RESPONSES": {
-        "LABEL": "Total de respostas",
+        "LABEL": "Mensagens enviadas",
-        "TOOLTIP": "Número total de respostas enviadas pelo bot"
+        "TOOLTIP": "Total de mensagens enviadas — inclui o bot E humanos (via Chatwoot ou eco do WhatsApp)"
       },
       "RESOLUTION_RATE": {
-        "LABEL": "Tempo de resolução",
+        "LABEL": "Resolvidas pelo bot %",
-        "TOOLTIP": "Número total de conversas resolvidas pelo bot / número total de conversas manipuladas pelo bot * 100"
+        "TOOLTIP": "Conversas que o bot resolveu sozinho (sem humano respondendo, via Chatwoot ou WhatsApp) ÷ total de conversas × 100"
       },
       "HANDOFF_RATE": {
-        "LABEL": "Taxa de entrega",
+        "LABEL": "Transferidas pra humano %",
-        "TOOLTIP": "Número total de conversas entregues a agentes / número total de conversas mantidas pelo bot * 100"
+        "TOOLTIP": "Conversas transferidas pra humano (auto pela Jasmine + tomada manual) ÷ total de conversas × 100. Junto com a taxa de resolução fecha a engrenagem (o resto está aberto, em snooze ou abandonado)."
+      },
+      "BOT_RESOLUTIONS": {
+        "LABEL": "Resolvidas pelo bot",
+        "TOOLTIP": "Contagem absoluta: conversas que o bot fechou sozinho, sem humano respondendo (via Chatwoot ou WhatsApp)"
+      },
+      "AUTO_HANDOFFS": {
+        "LABEL": "Transferência automática (Jasmine)",
+        "TOOLTIP": "Conversas em que a Jasmine chamou bot_handoff! explicitamente — geralmente loop de ferramenta, timeout, limite de turnos ou intent do LLM classificado como handoff"
+      },
+      "MANUAL_TAKEOVERS": {
+        "LABEL": "Tomada manual (agente)",
+        "TOOLTIP": "Conversas em que um humano respondeu (Chatwoot ou eco do WhatsApp) SEM a Jasmine ter chamado bot_handoff! antes — o agente assumiu silenciosamente"
       }
     }
   },

app/javascript/dashboard/routes/dashboard/settings/reports/components/BotMetrics.vue

@@ -12,8 +12,11 @@ const props = defineProps({
 
 const conversationCount = ref('0');
 const messageCount = ref('0');
-const resolutionRate = ref('0');
+const botResolutionRate = ref('0');
-const handoffRate = ref('0');
+const humanTransferRate = ref('0');
+const botResolutionsCount = ref('0');
+const autoHandoffsCount = ref('0');
+const manualTakeoversCount = ref('0');
 
 const formatToPercent = value => {
   return value ? `${value}%` : '--';
@@ -26,8 +29,17 @@ const fetchMetrics = () => {
   ReportsAPI.getBotMetrics(props.filters).then(response => {
     conversationCount.value = response.data.conversation_count.toLocaleString();
     messageCount.value = response.data.message_count.toLocaleString();
-    resolutionRate.value = response.data.resolution_rate.toString();
+    botResolutionRate.value = response.data.resolution_rate.toString();
-    handoffRate.value = response.data.handoff_rate.toString();
+    humanTransferRate.value = response.data.handoff_rate.toString();
+    botResolutionsCount.value = (
+      response.data.bot_resolutions_count || 0
+    ).toLocaleString();
+    autoHandoffsCount.value = (
+      response.data.auto_handoffs_count || 0
+    ).toLocaleString();
+    manualTakeoversCount.value = (
+      response.data.manual_takeovers_count || 0
+    ).toLocaleString();
   });
 };
 
@@ -37,6 +49,7 @@ onMounted(fetchMetrics);
 </script>
 
 <template>
+  <div class="flex flex-col gap-4">
     <div
       class="flex flex-wrap mx-0 shadow outline-1 outline outline-n-container rounded-xl bg-n-solid-2 px-6 py-5"
     >
@@ -55,14 +68,38 @@ onMounted(fetchMetrics);
       <ReportMetricCard
         :label="$t('BOT_REPORTS.METRIC.RESOLUTION_RATE.LABEL')"
         :info-text="$t('BOT_REPORTS.METRIC.RESOLUTION_RATE.TOOLTIP')"
-      :value="formatToPercent(resolutionRate)"
+        :value="formatToPercent(botResolutionRate)"
         class="flex-1"
       />
       <ReportMetricCard
         :label="$t('BOT_REPORTS.METRIC.HANDOFF_RATE.LABEL')"
         :info-text="$t('BOT_REPORTS.METRIC.HANDOFF_RATE.TOOLTIP')"
-      :value="formatToPercent(handoffRate)"
+        :value="formatToPercent(humanTransferRate)"
         class="flex-1"
       />
     </div>
+
+    <div
+      class="flex flex-wrap mx-0 shadow outline-1 outline outline-n-container rounded-xl bg-n-solid-2 px-6 py-5"
+    >
+      <ReportMetricCard
+        :label="$t('BOT_REPORTS.METRIC.BOT_RESOLUTIONS.LABEL')"
+        :info-text="$t('BOT_REPORTS.METRIC.BOT_RESOLUTIONS.TOOLTIP')"
+        :value="botResolutionsCount"
+        class="flex-1"
+      />
+      <ReportMetricCard
+        :label="$t('BOT_REPORTS.METRIC.AUTO_HANDOFFS.LABEL')"
+        :info-text="$t('BOT_REPORTS.METRIC.AUTO_HANDOFFS.TOOLTIP')"
+        :value="autoHandoffsCount"
+        class="flex-1"
+      />
+      <ReportMetricCard
+        :label="$t('BOT_REPORTS.METRIC.MANUAL_TAKEOVERS.LABEL')"
+        :info-text="$t('BOT_REPORTS.METRIC.MANUAL_TAKEOVERS.TOOLTIP')"
+        :value="manualTakeoversCount"
+        class="flex-1"
+      />
+    </div>
+  </div>
 </template>