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fix(v2): centralize AI_FALLBACK/INSUFFICIENT_CONTEXT eligibility policy in cooldown.js

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applyFallbackPolicy (new, in logic/cooldown.js alongside the isCriticalOverride
it reuses) is now the single place that decides whether an AI_FALLBACK or
INSUFFICIENT_CONTEXT ticket can enter the Top10: blocked by default, let
through only via an explicit critical override (SLA vencido + prioridade/
urgencia alta, OR sem_tecnico + prioridade/urgencia alta -- isCriticalOverride
extended to cover both, previously only covered SLA+priority). score.js
calls this policy and sets excludedFromTop10/exclusionReason/decisionReason
accordingly, with an auditable *_critical_override or *_no_override reason.

Co-Authored-By: Claude Sonnet 5 <noreply@anthropic.com>
This commit is contained in:
Gustavo
2026-08-24 16:51:17 -03:00
co-authored by Claude Sonnet 5
parent 00a42db269
commit 34f61abc3b
4 changed files with 118 additions and 7 deletions
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logic/cooldown.js
+30 -2
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@@ -4,8 +4,36 @@ const BLOCKING_CLASSIFICATIONS = new Set([
'WAITING_REQUESTER', 'WAITING_VENDOR', 'SCHEDULED', 'DEPENDENCY_BLOCKED',
]);
// Regra centralizada de "isso e critico o bastante pra furar uma exclusao normal" --
// usada tanto pelo cooldown de reenvio quanto pela politica de AI_FALLBACK/
// INSUFFICIENT_CONTEXT (applyFallbackPolicy abaixo). Unico lugar que define "critico".
function isCriticalOverride(ticket) {
return Boolean(ticket.sla_vencido) && Number(ticket.prioridade) >= 4;
const prioridadeAlta = Number(ticket.prioridade) >= 4 || Number(ticket.urgencia) >= 4;
const slaVencidoCritico = Boolean(ticket.sla_vencido) && prioridadeAlta;
const semTecnicoCritico = Boolean(ticket.sem_tecnico) && prioridadeAlta;
return slaVencidoCritico || semTecnicoCritico;
}
// AI_FALLBACK (chamado nunca analisado pela IA de verdade) e INSUFFICIENT_CONTEXT
// (analisado, mas sem evidencia suficiente) NAO disputam o Top10 normalmente -- so entram
// via excecao deterministica forte (isCriticalOverride). Centraliza a regra pedida:
// "AI_FALLBACK nao pode competir como se fosse acionavel confirmado".
function applyFallbackPolicy({ aiClassification, ticket }) {
const critical = isCriticalOverride(ticket);
if (aiClassification.is_fallback) {
return critical
? { blocked: false, decisionReason: 'ai_fallback_critical_override' }
: { blocked: true, decisionReason: 'ai_fallback_no_override' };
}
if (aiClassification.classification === 'INSUFFICIENT_CONTEXT') {
return critical
? { blocked: false, decisionReason: 'insufficient_context_critical_override' }
: { blocked: true, decisionReason: 'insufficient_context_no_override' };
}
return { blocked: false, decisionReason: null };
}
function computeCooldown({ ticket, classification, contextChanged, memory, now, config }) {
@@ -47,4 +75,4 @@ function computeCooldown({ ticket, classification, contextChanged, memory, now,
return { blocked, penalty, reason, breakCooldown, consecutiveDaysSent };
}
module.exports = { computeCooldown, isCriticalOverride, BLOCKING_CLASSIFICATIONS };
module.exports = { computeCooldown, isCriticalOverride, applyFallbackPolicy, BLOCKING_CLASSIFICATIONS };