import calendar
from collections import defaultdict
from datetime import date

from django.db.models import Count, Q
from django.db.models.functions import TruncDate

from apps.complaints.models import Inquiry

STATUS_MAP = {
    "open": "جديد",
    "in_progress": "تحت الإجراء",
    "resolved": "تم التواصل",
    "closed": "تم التواصل",
    "contacted": "تم التواصل",
    "contacted_no_response": "تم التواصل ولم يتم الرد",
}

STATUS_COLORS = {
    "open": "#94A3B8",
    "in_progress": "#F59E0B",
    "contacted": "#10B981",
    "contacted_no_response": "#EF4444",
    "resolved": "#3B82F6",
    "closed": "#6366F1",
}

SLA_ORDER = ["24_hours", "48_hours", "72_hours", "more_than_72_hours"]
SLA_LABELS = {
    "24_hours": "24 Hours",
    "48_hours": "48 Hours",
    "72_hours": "72 Hours",
    "more_than_72_hours": "> 72 Hours",
}


class InquiryReportService:
    def __init__(self, hospital_id, year, month):
        self.hospital_id = hospital_id
        self.year = year
        self.month = month

    def _base_qs(self, is_outgoing=False):
        return Inquiry.objects.filter(
            hospital_id=self.hospital_id,
            created_at__year=self.year,
            created_at__month=self.month,
            is_outgoing=is_outgoing,
        )

    def get_summary(self, is_outgoing=False):
        qs = self._base_qs(is_outgoing)
        total = qs.count()
        by_status = dict(
            qs.values_list("status").annotate(count=Count("id")).order_by()
        )
        by_sla = dict(
            qs.values_list("timeline_sla").annotate(count=Count("id")).order_by()
        )

        first_half = qs.filter(created_at__day__lte=15).count()
        second_half = total - first_half

        contacted_count = by_status.get("contacted", 0) + by_status.get("resolved", 0) + by_status.get("closed", 0)
        sla_compliance = (contacted_count / total * 100) if total > 0 else 0

        return {
            "total": total,
            "by_status": by_status,
            "by_sla": by_sla,
            "first_half": first_half,
            "second_half": second_half,
            "sla_compliance": round(sla_compliance, 1),
        }

    def get_daily_trend(self, is_outgoing=False):
        qs = self._base_qs(is_outgoing)
        days_in_month = calendar.monthrange(self.year, self.month)[1]
        daily_raw = (
            qs.annotate(day=TruncDate("created_at"))
            .values("day")
            .annotate(count=Count("id"))
            .order_by("day")
        )
        daily = {}
        for entry in daily_raw:
            if entry["day"]:
                daily[entry["day"].day] = entry["count"]
        result = []
        for d in range(1, days_in_month + 1):
            result.append({"day": d, "label": str(d), "count": daily.get(d, 0)})
        return result

    def get_employee_breakdown(self):
        qs = self._base_qs(is_outgoing=False).select_related("assigned_to")
        emp_data = defaultdict(lambda: {"contacted_no_response": 0, "in_progress": 0, "contacted": 0, "open": 0, "total": 0})
        for inq in qs.iterator(chunk_size=2000):
            name = inq.assigned_to.get_full_name() if inq.assigned_to else (inq.created_by.get_full_name() if inq.created_by else "Unassigned")
            status = inq.status
            if status in ("contacted", "resolved", "closed"):
                status_key = "contacted"
            elif status == "contacted_no_response":
                status_key = "contacted_no_response"
            elif status == "in_progress":
                status_key = "in_progress"
            else:
                status_key = "open"
            emp_data[name][status_key] += 1
            emp_data[name]["total"] += 1
        return sorted(
            [{"name": name, **counts} for name, counts in emp_data.items()],
            key=lambda x: x["total"],
            reverse=True,
        )

    def get_department_breakdown(self):
        qs = self._base_qs(is_outgoing=True).select_related("outgoing_department")
        dept_data = defaultdict(lambda: {"contacted_no_response": 0, "in_progress": 0, "contacted": 0, "open": 0, "total": 0})
        for inq in qs.iterator(chunk_size=2000):
            name = inq.outgoing_department.name if inq.outgoing_department else "Unknown"
            status = inq.status
            if status in ("contacted", "resolved", "closed"):
                status_key = "contacted"
            elif status == "contacted_no_response":
                status_key = "contacted_no_response"
            elif status == "in_progress":
                status_key = "in_progress"
            else:
                status_key = "open"
            dept_data[name][status_key] += 1
            dept_data[name]["total"] += 1
        return sorted(
            [{"name": name, **counts} for name, counts in dept_data.items()],
            key=lambda x: x["total"],
            reverse=True,
        )

    def get_chart_data(self):
        inc_daily = self.get_daily_trend(is_outgoing=False)
        out_daily = self.get_daily_trend(is_outgoing=True)
        inc_summary = self.get_summary(is_outgoing=False)
        out_summary = self.get_summary(is_outgoing=True)

        return {
            "incoming_daily": [{"x": d["label"], "y": d["count"]} for d in inc_daily],
            "outgoing_daily": [{"x": d["label"], "y": d["count"]} for d in out_daily],
            "incoming_by_status": [
                {"x": STATUS_MAP.get(s, s), "y": c}
                for s, c in inc_summary["by_status"].items()
            ],
            "outgoing_by_status": [
                {"x": STATUS_MAP.get(s, s), "y": c}
                for s, c in out_summary["by_status"].items()
            ],
            "incoming_by_sla": [
                {"x": SLA_LABELS.get(s, s or "N/A"), "y": c}
                for s, c in sorted(
                    inc_summary["by_sla"].items(),
                    key=lambda x: SLA_ORDER.index(x[0]) if x[0] in SLA_ORDER else 99,
                )
            ],
            "outgoing_by_sla": [
                {"x": SLA_LABELS.get(s, s or "N/A"), "y": c}
                for s, c in sorted(
                    out_summary["by_sla"].items(),
                    key=lambda x: SLA_ORDER.index(x[0]) if x[0] in SLA_ORDER else 99,
                )
            ],
        }

    def get_available_months(self):
        months = (
            Inquiry.objects.filter(hospital_id=self.hospital_id)
            .values_list("created_at__year", "created_at__month")
            .distinct()
            .order_by("-created_at__year", "-created_at__month")
        )
        return [{"year": y, "month": m, "label": f"{calendar.month_abbr[m]} {y}"} for y, m in months]