domain: service
projections:
- name: case_queue
sources: [zendesk, salesforce, freshdesk, intercom]
entities: [case, customer, agent]
frequency: realtime
- name: sla_dashboard
sources: [zendesk, salesforce, freshdesk]
entities: [case, sla, customer]
frequency: realtime
- name: escalations
sources: [zendesk, salesforce, freshdesk, intercom]
entities: [case, escalation, agent]
frequency: realtime
- name: customer_history
sources: [zendesk, salesforce, freshdesk, intercom, twilio]
entities: [customer, case, interaction, feedback]
frequency: realtime
- name: agent_performance
sources: [zendesk, salesforce, freshdesk]
entities: [agent, case, resolution, feedback]
frequency: hourly
- name: feedback_summary
sources: [zendesk, freshdesk, intercom]
entities: [feedback, case, customer]
frequency: hourly
- name: interaction_log
sources: [zendesk, intercom, twilio]
entities: [interaction, case, customer]
frequency: realtime
agents:
- twin
- discovery_agent
- triage_agent
- schema_agent
- resolution_agent
- escalation_agent
- sla_agent
- feedback_agent
capabilities:
- service.case.*
- service.customer.*
- service.sla.*
- service.escalation.*
- service.interaction.*
- service.feedback.*
- service.workflow.*
- service.approval.*
- service.handoff.*
events:
- case.opened
- assigned
- interacted
- escalated
- resolved
- sla.breached
- feedback.received
