feat: add Python pipeline simulator + static fallback for dashboard

simulate.py воспроизводит полный pipeline без Camunda/Java:
  Kafka → EnrichProfile → ClassifyPain (AI) → priority gateway →
  route-to-department → ProactiveContact/HumanTask → CSAT → Close

Эмулирует обращения к моковым внешним системам (CRM, ASC, NetworkMon,
Finance, STPK, WhatsApp, Notifier). Выходные артефакты:

  dashboard/cases.json     — 7 кейсов детракторов в формате REST API
  dashboard/simulation.log — лог симулированных вызовов

Дашборд теперь читает cases.json как fallback когда /api/v1/cases
недоступен — даёт деплой на Gitea Pages без backend (ветка gitea-pages).

dashboard/.gitignore

@@ -0,0 +1 @@
+simulation.log

dashboard/app.js

@@ -1,26 +1,31 @@
 const PRIO_ORDER = { BLACK: 0, RED: 1, YELLOW: 2, GREEN: 3, null: 4 };
 
 async function fetchCases() {
-  const r = await fetch("/api/v1/cases");
+  try {
-  if (!r.ok) throw new Error("API " + r.status);
+    const r = await fetch("/api/v1/cases");
-  return r.json();
+    if (r.ok) return await r.json();
+  } catch (_) { /* fall through */ }
+  const r2 = await fetch("./cases.json");
+  if (!r2.ok) throw new Error("cases.json missing");
+  return r2.json();
 }
 
 async function fetchCase(id) {
-  const r = await fetch("/api/v1/cases/" + id);
+  try {
-  if (!r.ok) throw new Error("API " + r.status);
+    const r = await fetch("/api/v1/cases/" + id);
-  return r.json();
+    if (r.ok) return await r.json();
+  } catch (_) {}
+  const all = await fetchCases();
+  return all.find(c => c.id === id);
 }
 
 function pillPrio(p) {
   if (!p) return "—";
-  const label = { BLACK: "⚫", RED: "🔴", YELLOW: "🟡", GREEN: "🟢" }[p] || "";
+  const icon = { BLACK: "⚫", RED: "🔴", YELLOW: "🟡", GREEN: "🟢" }[p] || "";
-  return `<span class="badge ${p}">${label} ${p}</span>`;
+  return `<span class="badge ${p}">${icon} ${p}</span>`;
 }
 
-function pillStatus(s) {
+function pillStatus(s) { return `<span class="badge ${s}">${s}</span>`; }
-  return `<span class="badge ${s}">${s}</span>`;
-}
 
 function fmtNum(n) { return n == null ? "—" : n; }
 
@@ -60,14 +65,48 @@ function render(cases) {
     b.addEventListener("click", () => showDetail(b.dataset.id)));
 }
 
+function renderDetail(d) {
+  if (!d) return "Кейс не найден";
+  const acts = (d.actions || []).map(a => `<li>${a}</li>`).join("");
+  const trig = (d.triggers || []).map(t => `<code>${t}</code>`).join(" ");
+  const events = (d.events || []).map(e =>
+    `<div class="evt"><b>${e.event_type}</b> <span class="ts">${e.created_at || ""}</span><br/>` +
+    `<small>${JSON.stringify(e.event_data || {})}</small></div>`
+  ).join("");
+
+  return `
+    <h4>${pillPrio(d.priority_level)} ${d.client_name || d.client_id}</h4>
+    <p class="meta">${d.client_id} · ${d.client_phone || ""} · ${d.region || ""}</p>
+    <div class="block">
+      <div class="kv"><span>Категория:</span><b>${d.pain_category || "—"}</b></div>
+      <div class="kv"><span>Статус:</span><b>${d.status}</b></div>
+      <div class="kv"><span>Маршрут:</span><b>${d.routed_to || "—"}</b></div>
+      <div class="kv"><span>Тикет:</span><code>${d.routed_ticket_id || "—"}</code></div>
+      <div class="kv"><span>Обращений:</span><b>${d.total_appeals_count}</b> (по теме: ${d.appeals_on_topic})</div>
+      <div class="kv"><span>Sentiment:</span><b>${Number(d.sentiment_score ?? 0).toFixed(2)}</b></div>
+      <div class="kv"><span>Churn risk:</span><b>${Number(d.churn_risk_score ?? 0).toFixed(2)}</b></div>
+      <div class="kv"><span>Дней без решения:</span><b>${d.days_unresolved}</b></div>
+      <div class="kv"><span>CSAT:</span><b>${d.client_csat_score ?? "—"}</b></div>
+    </div>
+
+    <h5>📋 Карточка оператора</h5>
+    <p>${d.summary || ""}</p>
+    <ol>${acts}</ol>
+    ${trig ? `<p>Триггеры: ${trig}</p>` : ""}
+
+    <h5>📜 Лог процесса (${(d.events || []).length})</h5>
+    <div class="events">${events}</div>
+  `;
+}
+
 async function showDetail(id) {
   const aside = document.getElementById("case-detail");
   const body  = document.getElementById("detail-body");
-  body.textContent = "Загрузка…";
+  body.innerHTML = "Загрузка…";
   aside.hidden = false;
   try {
-    const data = await fetchCase(id);
+    const d = await fetchCase(id);
-    body.textContent = JSON.stringify(data, null, 2);
+    body.innerHTML = renderDetail(d);
   } catch (e) {
     body.textContent = "Ошибка: " + e.message;
   }
@@ -82,9 +121,8 @@ async function refresh() {
     const cases = await fetchCases();
     render(cases);
   } catch (e) {
-    console.error(e);
     document.getElementById("cases-body").innerHTML =
-      '<tr><td colspan="11" class="empty">Ошибка API: ' + e.message + '</td></tr>';
+      '<tr><td colspan="11" class="empty">Ошибка загрузки: ' + e.message + '</td></tr>';
   }
 }
 

dashboard/cases.json

@@ -0,0 +1,759 @@
+[
+  {
+    "id": "b976de4b-8f75-46ad-b68d-1e56e42db4ed",
+    "camunda_process_id": "proc-59e7878a-ba2e-42a7-9d8d-46789bce664c",
+    "client_id": "KT-10000001",
+    "client_name": "Айгуль Серикова",
+    "client_phone": "+77011112233",
+    "pain_category": "NETWORK",
+    "priority_level": "BLACK",
+    "status": "CLOSED",
+    "routed_to": "NETWORK_MONITORING",
+    "routed_ticket_id": "NET-SIG-DC9CA1",
+    "sentiment_score": -1.0,
+    "churn_risk_score": 1.0,
+    "total_appeals_count": 98,
+    "appeals_on_topic": 15,
+    "days_unresolved": 491,
+    "client_csat_score": 4,
+    "region": "Алматы",
+    "triggers": [
+      "снова",
+      "уже",
+      "расторгнуть",
+      "суд",
+      "грозит",
+      "сто раз"
+    ],
+    "actions": [
+      "Извиниться от лица компании",
+      "Эскалировать директору ДУКО",
+      "Назначить персонального менеджера",
+      "Рассмотреть компенсацию до 50 000 KZT"
+    ],
+    "summary": "Клиент обращается 98 раз. Категория: NETWORK. Sentiment: -1.00. Риск оттока: 100%.",
+    "events": [
+      {
+        "event_type": "ENRICHED",
+        "event_data": {
+          "totalAppeals": 98,
+          "appealsOnTopic": 15,
+          "channels": [
+            "CC_160",
+            "PSS",
+            "OMILIA",
+            "WHATSAPP"
+          ]
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.567197+00:00"
+      },
+      {
+        "event_type": "CLASSIFIED",
+        "event_data": {
+          "category": "NETWORK",
+          "priority": "BLACK",
+          "sentiment": -1.0,
+          "churn": 1.0,
+          "triggers": [
+            "снова",
+            "уже",
+            "расторгнуть",
+            "суд",
+            "грозит",
+            "сто раз"
+          ]
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.567300+00:00"
+      },
+      {
+        "event_type": "ROUTED",
+        "event_data": {
+          "routedTo": "NETWORK_MONITORING",
+          "ticketId": "NET-SIG-DC9CA1"
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.567351+00:00"
+      },
+      {
+        "event_type": "ESCALATED",
+        "event_data": {
+          "level": "BLACK",
+          "assignedTo": "PERSONAL_MANAGER"
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.567448+00:00"
+      },
+      {
+        "event_type": "RESOLVED",
+        "event_data": {
+          "notified": true
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.567488+00:00"
+      },
+      {
+        "event_type": "CSAT_RECEIVED",
+        "event_data": {
+          "score": 4
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.567522+00:00"
+      },
+      {
+        "event_type": "CLOSED",
+        "event_data": {
+          "csat": 4
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.567553+00:00"
+      }
+    ],
+    "created_at": "2026-05-22T07:37:30.566970+00:00",
+    "updated_at": "2026-05-22T07:37:30.567123+00:00",
+    "closed_at": "2026-05-22T07:37:30.567524+00:00"
+  },
+  {
+    "id": "8492e26a-5950-49ac-a627-620cda9f8aac",
+    "camunda_process_id": "proc-0f5f41e0-46f8-41f2-86c4-3b93f0b74dfd",
+    "client_id": "KT-10000006",
+    "client_name": "Бахытжан Омаров",
+    "client_phone": "+77022223344",
+    "pain_category": "EQUIPMENT",
+    "priority_level": "BLACK",
+    "status": "CLOSED",
+    "routed_to": "ASC",
+    "routed_ticket_id": "ASC-9831D7",
+    "sentiment_score": -0.6,
+    "churn_risk_score": 0.75,
+    "total_appeals_count": 59,
+    "appeals_on_topic": 26,
+    "days_unresolved": 317,
+    "client_csat_score": 4,
+    "region": "Астана",
+    "triggers": [
+      "не работает",
+      "перерасчёт",
+      "ужасно"
+    ],
+    "actions": [
+      "Извиниться от лица компании",
+      "Эскалировать директору ДУКО",
+      "Назначить персонального менеджера",
+      "Рассмотреть компенсацию до 50 000 KZT"
+    ],
+    "summary": "Клиент обращается 59 раз. Категория: EQUIPMENT. Sentiment: -0.60. Риск оттока: 75%.",
+    "events": [
+      {
+        "event_type": "ENRICHED",
+        "event_data": {
+          "totalAppeals": 59,
+          "appealsOnTopic": 26,
+          "channels": [
+            "OMILIA",
+            "TELECOM_KZ",
+            "WHATSAPP",
+            "CC_160",
+            "PSS"
+          ]
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.567872+00:00"
+      },
+      {
+        "event_type": "CLASSIFIED",
+        "event_data": {
+          "category": "EQUIPMENT",
+          "priority": "BLACK",
+          "sentiment": -0.6,
+          "churn": 0.75,
+          "triggers": [
+            "не работает",
+            "перерасчёт",
+            "ужасно"
+          ]
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.567962+00:00"
+      },
+      {
+        "event_type": "ROUTED",
+        "event_data": {
+          "routedTo": "ASC",
+          "ticketId": "ASC-9831D7"
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.568003+00:00"
+      },
+      {
+        "event_type": "ESCALATED",
+        "event_data": {
+          "level": "BLACK",
+          "assignedTo": "PERSONAL_MANAGER"
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.568091+00:00"
+      },
+      {
+        "event_type": "RESOLVED",
+        "event_data": {
+          "notified": true
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.568123+00:00"
+      },
+      {
+        "event_type": "CSAT_RECEIVED",
+        "event_data": {
+          "score": 4
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.568154+00:00"
+      },
+      {
+        "event_type": "CLOSED",
+        "event_data": {
+          "csat": 4
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.568191+00:00"
+      }
+    ],
+    "created_at": "2026-05-22T07:37:30.567830+00:00",
+    "updated_at": "2026-05-22T07:37:30.567832+00:00",
+    "closed_at": "2026-05-22T07:37:30.568156+00:00"
+  },
+  {
+    "id": "36612de2-8cea-4cba-b468-fc0af6269941",
+    "camunda_process_id": "proc-80b4ea48-7c1c-4e42-932c-5e059dca0313",
+    "client_id": "KT-10000003",
+    "client_name": "Дина Қасымова",
+    "client_phone": "+77033334455",
+    "pain_category": "NETWORK",
+    "priority_level": "BLACK",
+    "status": "CLOSED",
+    "routed_to": "NETWORK_MONITORING",
+    "routed_ticket_id": "NET-SIG-94A180",
+    "sentiment_score": -1.0,
+    "churn_risk_score": 1.0,
+    "total_appeals_count": 46,
+    "appeals_on_topic": 10,
+    "days_unresolved": 486,
+    "client_csat_score": 4,
+    "region": "Шымкент",
+    "triggers": [
+      "не работает",
+      "снова",
+      "опять",
+      "жұмыс істемейді",
+      "шағым"
+    ],
+    "actions": [
+      "Извиниться от лица компании",
+      "Эскалировать директору ДУКО",
+      "Назначить персонального менеджера",
+      "Рассмотреть компенсацию до 50 000 KZT"
+    ],
+    "summary": "Клиент обращается 46 раз. Категория: NETWORK. Sentiment: -1.00. Риск оттока: 100%.",
+    "events": [
+      {
+        "event_type": "ENRICHED",
+        "event_data": {
+          "totalAppeals": 46,
+          "appealsOnTopic": 10,
+          "channels": [
+            "CC_160",
+            "OMILIA",
+            "PSS"
+          ]
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.568486+00:00"
+      },
+      {
+        "event_type": "CLASSIFIED",
+        "event_data": {
+          "category": "NETWORK",
+          "priority": "BLACK",
+          "sentiment": -1.0,
+          "churn": 1.0,
+          "triggers": [
+            "не работает",
+            "снова",
+            "опять",
+            "жұмыс істемейді",
+            "шағым"
+          ]
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.568573+00:00"
+      },
+      {
+        "event_type": "ROUTED",
+        "event_data": {
+          "routedTo": "NETWORK_MONITORING",
+          "ticketId": "NET-SIG-94A180"
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.568611+00:00"
+      },
+      {
+        "event_type": "ESCALATED",
+        "event_data": {
+          "level": "BLACK",
+          "assignedTo": "PERSONAL_MANAGER"
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.568691+00:00"
+      },
+      {
+        "event_type": "RESOLVED",
+        "event_data": {
+          "notified": true
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.568722+00:00"
+      },
+      {
+        "event_type": "CSAT_RECEIVED",
+        "event_data": {
+          "score": 4
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.568753+00:00"
+      },
+      {
+        "event_type": "CLOSED",
+        "event_data": {
+          "csat": 4
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.568782+00:00"
+      }
+    ],
+    "created_at": "2026-05-22T07:37:30.568450+00:00",
+    "updated_at": "2026-05-22T07:37:30.568452+00:00",
+    "closed_at": "2026-05-22T07:37:30.568755+00:00"
+  },
+  {
+    "id": "35b1c108-013d-4f02-ab0b-f70f131e5e52",
+    "camunda_process_id": "proc-6b76e5e6-d6cf-46cb-bc5d-c4bdc6efd4f0",
+    "client_id": "KT-10000005",
+    "client_name": "Ерлан Жумабаев",
+    "client_phone": "+77044445566",
+    "pain_category": "INSTALLATION",
+    "priority_level": "BLACK",
+    "status": "CLOSED",
+    "routed_to": "STPK",
+    "routed_ticket_id": "STPK-88D4DF",
+    "sentiment_score": -0.2,
+    "churn_risk_score": 0.45,
+    "total_appeals_count": 15,
+    "appeals_on_topic": 9,
+    "days_unresolved": 458,
+    "client_csat_score": 4,
+    "region": "Караганда",
+    "triggers": [
+      "опять"
+    ],
+    "actions": [
+      "Извиниться от лица компании",
+      "Эскалировать директору ДУКО",
+      "Назначить персонального менеджера",
+      "Рассмотреть компенсацию до 50 000 KZT"
+    ],
+    "summary": "Клиент обращается 15 раз. Категория: INSTALLATION. Sentiment: -0.20. Риск оттока: 45%.",
+    "events": [
+      {
+        "event_type": "ENRICHED",
+        "event_data": {
+          "totalAppeals": 15,
+          "appealsOnTopic": 9,
+          "channels": [
+            "PSS",
+            "CC_160",
+            "OMILIA"
+          ]
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.569067+00:00"
+      },
+      {
+        "event_type": "CLASSIFIED",
+        "event_data": {
+          "category": "INSTALLATION",
+          "priority": "BLACK",
+          "sentiment": -0.2,
+          "churn": 0.45,
+          "triggers": [
+            "опять"
+          ]
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.569140+00:00"
+      },
+      {
+        "event_type": "ROUTED",
+        "event_data": {
+          "routedTo": "STPK",
+          "ticketId": "STPK-88D4DF"
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.569177+00:00"
+      },
+      {
+        "event_type": "ESCALATED",
+        "event_data": {
+          "level": "BLACK",
+          "assignedTo": "PERSONAL_MANAGER"
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.569256+00:00"
+      },
+      {
+        "event_type": "RESOLVED",
+        "event_data": {
+          "notified": true
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.569287+00:00"
+      },
+      {
+        "event_type": "CSAT_RECEIVED",
+        "event_data": {
+          "score": 4
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.569315+00:00"
+      },
+      {
+        "event_type": "CLOSED",
+        "event_data": {
+          "csat": 4
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.569344+00:00"
+      }
+    ],
+    "created_at": "2026-05-22T07:37:30.569033+00:00",
+    "updated_at": "2026-05-22T07:37:30.569035+00:00",
+    "closed_at": "2026-05-22T07:37:30.569317+00:00"
+  },
+  {
+    "id": "cb717a9a-d9cf-43e0-a89a-1f691fa49a71",
+    "camunda_process_id": "proc-f0310136-23aa-410c-ad70-9ee7f03616fe",
+    "client_id": "KT-10000002",
+    "client_name": "Гульмира Тлеубай",
+    "client_phone": "+77055556677",
+    "pain_category": "BILLING",
+    "priority_level": "BLACK",
+    "status": "CLOSED",
+    "routed_to": "FINANCE",
+    "routed_ticket_id": "FIN-B29A06",
+    "sentiment_score": -0.2,
+    "churn_risk_score": 0.45,
+    "total_appeals_count": 22,
+    "appeals_on_topic": 5,
+    "days_unresolved": 484,
+    "client_csat_score": 4,
+    "region": "Актобе",
+    "triggers": [
+      "перерасчёт"
+    ],
+    "actions": [
+      "Извиниться от лица компании",
+      "Эскалировать директору ДУКО",
+      "Назначить персонального менеджера",
+      "Рассмотреть компенсацию до 50 000 KZT"
+    ],
+    "summary": "Клиент обращается 22 раз. Категория: BILLING. Sentiment: -0.20. Риск оттока: 45%.",
+    "events": [
+      {
+        "event_type": "ENRICHED",
+        "event_data": {
+          "totalAppeals": 22,
+          "appealsOnTopic": 5,
+          "channels": [
+            "CC_160",
+            "WHATSAPP",
+            "OMILIA",
+            "PSS"
+          ]
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.569621+00:00"
+      },
+      {
+        "event_type": "CLASSIFIED",
+        "event_data": {
+          "category": "BILLING",
+          "priority": "BLACK",
+          "sentiment": -0.2,
+          "churn": 0.45,
+          "triggers": [
+            "перерасчёт"
+          ]
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.569694+00:00"
+      },
+      {
+        "event_type": "ROUTED",
+        "event_data": {
+          "routedTo": "FINANCE",
+          "ticketId": "FIN-B29A06"
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.569730+00:00"
+      },
+      {
+        "event_type": "ESCALATED",
+        "event_data": {
+          "level": "BLACK",
+          "assignedTo": "PERSONAL_MANAGER"
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.569808+00:00"
+      },
+      {
+        "event_type": "RESOLVED",
+        "event_data": {
+          "notified": true
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.569837+00:00"
+      },
+      {
+        "event_type": "CSAT_RECEIVED",
+        "event_data": {
+          "score": 4
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.569865+00:00"
+      },
+      {
+        "event_type": "CLOSED",
+        "event_data": {
+          "csat": 4
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.569904+00:00"
+      }
+    ],
+    "created_at": "2026-05-22T07:37:30.569589+00:00",
+    "updated_at": "2026-05-22T07:37:30.569591+00:00",
+    "closed_at": "2026-05-22T07:37:30.569867+00:00"
+  },
+  {
+    "id": "1266d99c-de77-4a42-b4a6-dfb24d6c37d6",
+    "camunda_process_id": "proc-50362431-4e08-49d3-b2f9-7762057b62a7",
+    "client_id": "KT-10000004",
+    "client_name": "Жанар Алиева",
+    "client_phone": "+77066667788",
+    "pain_category": "EQUIPMENT",
+    "priority_level": "BLACK",
+    "status": "CLOSED",
+    "routed_to": "ASC",
+    "routed_ticket_id": "ASC-E2258C",
+    "sentiment_score": -0.2,
+    "churn_risk_score": 0.45,
+    "total_appeals_count": 22,
+    "appeals_on_topic": 5,
+    "days_unresolved": 451,
+    "client_csat_score": 4,
+    "region": "Павлодар",
+    "triggers": [
+      "безобразие"
+    ],
+    "actions": [
+      "Извиниться от лица компании",
+      "Эскалировать директору ДУКО",
+      "Назначить персонального менеджера",
+      "Рассмотреть компенсацию до 50 000 KZT"
+    ],
+    "summary": "Клиент обращается 22 раз. Категория: EQUIPMENT. Sentiment: -0.20. Риск оттока: 45%.",
+    "events": [
+      {
+        "event_type": "ENRICHED",
+        "event_data": {
+          "totalAppeals": 22,
+          "appealsOnTopic": 5,
+          "channels": [
+            "CC_160",
+            "WHATSAPP",
+            "OMILIA",
+            "PSS",
+            "TELECOM_KZ"
+          ]
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.570173+00:00"
+      },
+      {
+        "event_type": "CLASSIFIED",
+        "event_data": {
+          "category": "EQUIPMENT",
+          "priority": "BLACK",
+          "sentiment": -0.2,
+          "churn": 0.45,
+          "triggers": [
+            "безобразие"
+          ]
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.570242+00:00"
+      },
+      {
+        "event_type": "ROUTED",
+        "event_data": {
+          "routedTo": "ASC",
+          "ticketId": "ASC-E2258C"
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.570286+00:00"
+      },
+      {
+        "event_type": "ESCALATED",
+        "event_data": {
+          "level": "BLACK",
+          "assignedTo": "PERSONAL_MANAGER"
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.570367+00:00"
+      },
+      {
+        "event_type": "RESOLVED",
+        "event_data": {
+          "notified": true
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.570396+00:00"
+      },
+      {
+        "event_type": "CSAT_RECEIVED",
+        "event_data": {
+          "score": 4
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.570424+00:00"
+      },
+      {
+        "event_type": "CLOSED",
+        "event_data": {
+          "csat": 4
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.570456+00:00"
+      }
+    ],
+    "created_at": "2026-05-22T07:37:30.570142+00:00",
+    "updated_at": "2026-05-22T07:37:30.570143+00:00",
+    "closed_at": "2026-05-22T07:37:30.570426+00:00"
+  },
+  {
+    "id": "368057f7-429e-42ed-934e-f86e8bdcb269",
+    "camunda_process_id": "proc-7a365164-9f22-42cc-aa1a-512ead4c1760",
+    "client_id": "KT-10000007",
+    "client_name": "Ислам Нурланов",
+    "client_phone": "+77077778899",
+    "pain_category": "SERVICE",
+    "priority_level": "BLACK",
+    "status": "CLOSED",
+    "routed_to": "CC_OPERATOR",
+    "routed_ticket_id": "MOCK-CRM-2D7315",
+    "sentiment_score": -0.2,
+    "churn_risk_score": 0.45,
+    "total_appeals_count": 21,
+    "appeals_on_topic": 9,
+    "days_unresolved": 480,
+    "client_csat_score": 4,
+    "region": "Усть-Каменогорск",
+    "triggers": [
+      "не работает"
+    ],
+    "actions": [
+      "Извиниться от лица компании",
+      "Эскалировать директору ДУКО",
+      "Назначить персонального менеджера",
+      "Рассмотреть компенсацию до 50 000 KZT"
+    ],
+    "summary": "Клиент обращается 21 раз. Категория: SERVICE. Sentiment: -0.20. Риск оттока: 45%.",
+    "events": [
+      {
+        "event_type": "ENRICHED",
+        "event_data": {
+          "totalAppeals": 21,
+          "appealsOnTopic": 9,
+          "channels": [
+            "CC_160",
+            "WHATSAPP",
+            "OMILIA",
+            "PSS"
+          ]
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.570736+00:00"
+      },
+      {
+        "event_type": "CLASSIFIED",
+        "event_data": {
+          "category": "SERVICE",
+          "priority": "BLACK",
+          "sentiment": -0.2,
+          "churn": 0.45,
+          "triggers": [
+            "не работает"
+          ]
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.570804+00:00"
+      },
+      {
+        "event_type": "ROUTED",
+        "event_data": {
+          "routedTo": "CC_OPERATOR",
+          "ticketId": "MOCK-CRM-2D7315"
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.570840+00:00"
+      },
+      {
+        "event_type": "ESCALATED",
+        "event_data": {
+          "level": "BLACK",
+          "assignedTo": "PERSONAL_MANAGER"
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.570916+00:00"
+      },
+      {
+        "event_type": "RESOLVED",
+        "event_data": {
+          "notified": true
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.570945+00:00"
+      },
+      {
+        "event_type": "CSAT_RECEIVED",
+        "event_data": {
+          "score": 4
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.570972+00:00"
+      },
+      {
+        "event_type": "CLOSED",
+        "event_data": {
+          "csat": 4
+        },
+        "actor": "AI_AGENT",
+        "created_at": "2026-05-22T07:37:30.571000+00:00"
+      }
+    ],
+    "created_at": "2026-05-22T07:37:30.570704+00:00",
+    "updated_at": "2026-05-22T07:37:30.570706+00:00",
+    "closed_at": "2026-05-22T07:37:30.570974+00:00"
+  }
+]

dashboard/index.html

@@ -51,7 +51,7 @@
   </aside>
 
   <footer>
-    Polling каждые 5 сек · Camunda: <a href="http://localhost:8080" target="_blank">localhost:8080</a> · API: <a href="/api/v1/cases">/api/v1/cases</a>
+    Polling каждые 5 сек · Источник: <a href="./cases.json" target="_blank">cases.json</a> или <a href="/api/v1/cases">/api/v1/cases</a> · <a href="./simulation.log" target="_blank">simulation.log</a>
   </footer>
 
   <script src="app.js"></script>

dashboard/styles.css

@@ -37,6 +37,19 @@ button.view:hover { background: #0284c7; }
 aside { position: fixed; right: 0; top: 0; width: 480px; height: 100vh; background: #1e293b; padding: 24px; overflow-y: auto; border-left: 1px solid #334155; box-shadow: -8px 0 24px rgba(0,0,0,0.4); }
 aside h3 { margin-top: 0; }
 aside pre { background: #0f172a; padding: 12px; border-radius: 4px; font-size: 11px; overflow: auto; white-space: pre-wrap; word-break: break-all; }
+aside h4 { margin: 0 0 4px; }
+aside h5 { margin: 18px 0 6px; font-size: 13px; opacity: 0.8; text-transform: uppercase; letter-spacing: 0.5px; }
+aside .meta { font-size: 12px; opacity: 0.7; margin: 0 0 14px; }
+aside .block { background: #0f172a; border-radius: 6px; padding: 12px; margin-bottom: 12px; }
+aside .kv { display: flex; justify-content: space-between; padding: 3px 0; font-size: 12px; }
+aside .kv span { opacity: 0.6; }
+aside ol { padding-left: 20px; font-size: 13px; }
+aside ol li { margin-bottom: 4px; }
+aside code { background: #0f172a; padding: 2px 6px; border-radius: 3px; font-size: 11px; }
+aside .events { max-height: 50vh; overflow-y: auto; }
+aside .evt { background: #0f172a; border-left: 3px solid #38bdf8; padding: 8px 10px; margin-bottom: 6px; font-size: 12px; border-radius: 3px; }
+aside .evt .ts { font-size: 10px; opacity: 0.4; }
+aside .evt small { color: #94a3b8; }
 #close-detail { float: right; background: none; color: #e2e8f0; border: 1px solid #475569; border-radius: 4px; padding: 4px 10px; cursor: pointer; }
 
 footer { padding: 12px 32px; font-size: 12px; opacity: 0.6; border-top: 1px solid #1e293b; }

simulate.py

@@ -0,0 +1,335 @@
+#!/usr/bin/env python3
+"""
+Симулятор полного pipeline «Адвокат клиента» (Iter 1, MVP).
+
+Эмулирует обращения к внешним системам (CRM, ASC, Network Monitoring,
+Finance, STPK, WhatsApp, SMS) через моки, проходит все 7 кейсов
+детракторов из data/synthetic/appeals.json через BPMN-процесс
+client-advocate-main и записывает результат в:
+
+  dashboard/cases.json   — массив кейсов (формат /api/v1/cases)
+  dashboard/simulation.log — лог симулированных вызовов
+
+Запуск:
+  python3 simulate.py
+
+Логика идентична Java-воркерам в workers/src/main/java/.../worker/*.
+"""
+
+from __future__ import annotations
+
+import json
+import logging
+import os
+import sys
+import uuid
+from dataclasses import asdict, dataclass, field
+from datetime import datetime, timezone
+from pathlib import Path
+
+ROOT = Path(__file__).parent
+APPEALS = ROOT / "data" / "synthetic" / "appeals.json"
+OUT_DIR = ROOT / "dashboard"
+CASES_OUT = OUT_DIR / "cases.json"
+LOG_OUT = OUT_DIR / "simulation.log"
+
+NEGATIVE_KEYWORDS = [
+    "не работает", "снова", "опять", "уже", "расторгнуть",
+    "другой оператор", "суд", "жалоба", "перерасчёт", "перерасчет",
+    "безобразие", "ужасно", "плохо", "грозит", "сто раз",
+    "жұмыс істемейді", "қайтадан", "шағым",
+]
+CHURN_SIGNALS = ["расторгнуть", "другой оператор", "суд", "грозит"]
+
+CATEGORY_RULES = {
+    "NETWORK":      ["интернет", "скорость", "сигнал", "wifi", "байланыс", "сеть"],
+    "EQUIPMENT":    ["роутер", "приставка", "stb", "id tv", "ктв", "tv+", "устройство", "тв", "оборудование"],
+    "BILLING":      ["начисление", "оплата", "перерасчёт", "перерасчет", "баланс", "тариф", "лимит", "счёт", "счет"],
+    "INSTALLATION": ["монтаж", "выезд", "специалист", "подключение", "визит"],
+    "SERVICE":      ["личный кабинет", "услуга", "vas", "пароль", "заявка"],
+}
+
+
+# ─── logging ──────────────────────────────────────────────────────────
+LOG_OUT.parent.mkdir(parents=True, exist_ok=True)
+logging.basicConfig(
+    level=logging.INFO,
+    format="%(asctime)s | %(levelname)-5s | %(message)s",
+    handlers=[
+        logging.FileHandler(LOG_OUT, mode="w", encoding="utf-8"),
+        logging.StreamHandler(sys.stdout),
+    ],
+)
+log = logging.getLogger("advocate-sim")
+
+
+# ─── AI service (ai-service/app/main.py port) ─────────────────────────
+def classify(text: str) -> dict:
+    t = (text or "").lower()
+    triggers = [kw for kw in NEGATIVE_KEYWORDS if kw in t]
+    sentiment = max(-1.0, -0.2 * len(triggers))
+    churn_signal = any(s in t for s in CHURN_SIGNALS)
+    churn_risk = min(1.0, 0.3 + 0.15 * len(triggers) + (0.3 if churn_signal else 0.0))
+    scores = {cat: 0 for cat in CATEGORY_RULES}
+    for cat, kws in CATEGORY_RULES.items():
+        for kw in kws:
+            if kw in t:
+                scores[cat] += 1
+    category = max(scores, key=scores.get) if max(scores.values()) > 0 else "SERVICE"
+    return {
+        "category": category,
+        "sentiment": round(sentiment, 2),
+        "churn_risk": round(churn_risk, 2),
+        "churn_signal": churn_signal,
+        "triggers": triggers,
+    }
+
+
+# ─── priority resolver (ClassifyPainWorker.java port) ─────────────────
+def resolve_priority(total: int, sentiment: float, open_ticket: bool, churn_signal: bool) -> str:
+    if total >= 10 or churn_signal:
+        return "BLACK"
+    if total >= 5 or (open_ticket and total >= 3):
+        return "RED"
+    if total >= 3 or sentiment < -0.5:
+        return "YELLOW"
+    return "GREEN"
+
+
+# ─── routing (route-to-department.bpmn) ───────────────────────────────
+DEPT_MAP = {
+    "NETWORK":      ("NETWORK_MONITORING", "NET-SIG"),
+    "EQUIPMENT":    ("ASC",                "ASC"),
+    "BILLING":      ("FINANCE",            "FIN"),
+    "INSTALLATION": ("STPK",               "STPK"),
+    "SERVICE":      ("CC_OPERATOR",        "MOCK-CRM"),
+}
+
+
+def mock_id(prefix: str) -> str:
+    return f"{prefix}-{uuid.uuid4().hex[:6].upper()}"
+
+
+# ─── recommendation actions (ClassifyPainWorker.recommendedActions) ──
+def recommended_actions(priority: str, category: str) -> list[str]:
+    dept = {
+        "NETWORK": "Удалённый мониторинг сети",
+        "EQUIPMENT": "ASC",
+        "BILLING": "Финансовый отдел",
+        "INSTALLATION": "СТПК/ЦВЛТПК",
+        "SERVICE": "КЦ",
+    }.get(category, "КЦ")
+    if priority == "BLACK":
+        return [
+            "Извиниться от лица компании",
+            "Эскалировать директору ДУКО",
+            "Назначить персонального менеджера",
+            "Рассмотреть компенсацию до 50 000 KZT",
+        ]
+    if priority == "RED":
+        return [
+            f"Эскалировать заявку как СРОЧНУЮ в {dept}",
+            "Проактивный контакт через WhatsApp/SMS",
+            "Контроль до закрытия заявки",
+            "Рассмотреть перерасчёт за дни простоя",
+        ]
+    if priority == "YELLOW":
+        return [
+            "Уведомить супервайзера",
+            "Поставить кейс в приоритетную очередь",
+            "Мониторить SLA каждые 4 часа",
+        ]
+    return ["Стандартная обработка"]
+
+
+@dataclass
+class CaseRecord:
+    id: str
+    camunda_process_id: str
+    client_id: str
+    client_name: str
+    client_phone: str
+    pain_category: str | None = None
+    priority_level: str | None = None
+    status: str = "OPEN"
+    routed_to: str | None = None
+    routed_ticket_id: str | None = None
+    sentiment_score: float | None = None
+    churn_risk_score: float | None = None
+    total_appeals_count: int = 0
+    appeals_on_topic: int = 0
+    days_unresolved: int = 0
+    client_csat_score: int | None = None
+    region: str | None = None
+    triggers: list[str] = field(default_factory=list)
+    actions: list[str] = field(default_factory=list)
+    summary: str = ""
+    events: list[dict] = field(default_factory=list)
+    created_at: str = ""
+    updated_at: str = ""
+    closed_at: str | None = None
+
+    def event(self, etype: str, data: dict | None = None, actor: str = "AI_AGENT"):
+        self.events.append({
+            "event_type": etype,
+            "event_data": data or {},
+            "actor": actor,
+            "created_at": datetime.now(timezone.utc).isoformat(),
+        })
+
+
+# ─── main pipeline ────────────────────────────────────────────────────
+def process(case_data: dict) -> CaseRecord:
+    cid = case_data["clientId"]
+    log.info("─" * 70)
+    log.info("[KAFKA  ] appeal.created clientId=%s source=%s",
+             cid, case_data["channels"][0] if case_data["channels"] else "?")
+    log.info("[EVT RT ] Start Camunda process client-advocate-main for clientId=%s", cid)
+
+    pid = f"proc-{uuid.uuid4()}"
+    first = case_data["firstAppealDate"]
+    last = case_data["lastAppealDate"]
+    days_unresolved = (
+        datetime.now() - datetime.fromisoformat(first)
+    ).days
+
+    rec = CaseRecord(
+        id=str(uuid.uuid4()),
+        camunda_process_id=pid,
+        client_id=cid,
+        client_name=case_data["clientName"],
+        client_phone=case_data["clientPhone"],
+        total_appeals_count=case_data["totalAppeals"],
+        appeals_on_topic=case_data["appealsOnTopic"],
+        days_unresolved=days_unresolved,
+        region=case_data["region"],
+        created_at=datetime.now(timezone.utc).isoformat(),
+        updated_at=datetime.now(timezone.utc).isoformat(),
+    )
+
+    # 1) EnrichProfileWorker
+    log.info("[ENRICH ] CRM.getClientProfile(%s) → name=%s totalAppeals=%d hasOpenTicket=%s",
+             cid, case_data["clientName"], case_data["totalAppeals"], case_data["hasOpenTicket"])
+    rec.event("ENRICHED", {
+        "totalAppeals": case_data["totalAppeals"],
+        "appealsOnTopic": case_data["appealsOnTopic"],
+        "channels": case_data["channels"],
+    })
+
+    # 2) ClassifyPainWorker → AI service
+    cls = classify(case_data["rawText"])
+    priority = resolve_priority(
+        case_data["totalAppeals"], cls["sentiment"],
+        case_data["hasOpenTicket"], cls["churn_signal"]
+    )
+    log.info("[AI     ] classify text → category=%s sentiment=%.2f churn=%.2f signal=%s",
+             cls["category"], cls["sentiment"], cls["churn_risk"], cls["churn_signal"])
+    log.info("[CLASS  ] priority=%s (total=%d openTicket=%s churnSignal=%s)",
+             priority, case_data["totalAppeals"],
+             case_data["hasOpenTicket"], cls["churn_signal"])
+    rec.pain_category = cls["category"]
+    rec.priority_level = priority
+    rec.sentiment_score = cls["sentiment"]
+    rec.churn_risk_score = cls["churn_risk"]
+    rec.triggers = cls["triggers"]
+    rec.summary = (
+        f"Клиент обращается {case_data['totalAppeals']} раз. "
+        f"Категория: {cls['category']}. Sentiment: {cls['sentiment']:.2f}. "
+        f"Риск оттока: {cls['churn_risk'] * 100:.0f}%."
+    )
+    rec.actions = recommended_actions(priority, cls["category"])
+    rec.event("CLASSIFIED", {
+        "category": cls["category"],
+        "priority": priority,
+        "sentiment": cls["sentiment"],
+        "churn": cls["churn_risk"],
+        "triggers": cls["triggers"],
+    })
+
+    # 3) Priority gateway → branch
+    if priority == "GREEN":
+        ticket = mock_id("MOCK-CRM")
+        log.info("[CRM    ] createTask(clientId=%s, 'Стандартная обработка') → %s", cid, ticket)
+        rec.routed_to = "CC_OPERATOR"
+        rec.routed_ticket_id = ticket
+        rec.status = "IN_PROGRESS"
+        rec.event("ROUTED", {"routedTo": "CC_OPERATOR", "ticketId": ticket})
+    elif priority == "YELLOW":
+        log.info("[NOTIFY ] →SUPERVISOR YELLOW кейс clientId=%s", cid)
+        ticket = mock_id("MOCK-CRM")
+        log.info("[CRM    ] prioritize-queue → %s (queuePriority=HIGH)", ticket)
+        rec.routed_to = "CC_OPERATOR"
+        rec.routed_ticket_id = ticket
+        rec.status = "IN_PROGRESS"
+        rec.event("NOTIFIED", {"recipient": "SUPERVISOR"})
+        rec.event("ROUTED", {"routedTo": "CC_OPERATOR", "ticketId": ticket, "queuePriority": "HIGH"})
+        log.info("[TIMER  ] SLA Monitor 4h armed (PT4H)")
+    elif priority in ("RED", "BLACK"):
+        # 3a) route-to-department
+        dept, prefix = DEPT_MAP[cls["category"]]
+        ticket = mock_id(prefix)
+        log.info("[%s] create-%s-ticket clientId=%s priority=%s → %s",
+                 dept[:7].ljust(7), dept.lower(), cid, priority, ticket)
+        rec.routed_to = dept
+        rec.routed_ticket_id = ticket
+        rec.status = "IN_PROGRESS"
+        rec.event("ROUTED", {"routedTo": dept, "ticketId": ticket})
+
+        if priority == "RED":
+            # 3b) proactive contact
+            msg = (f"Здравствуйте, {case_data['clientName']}. Ваша заявка №{ticket} "
+                   f"по вопросу {cls['category']} в работе. Специалист свяжется "
+                   "с вами до конца дня. Если вопрос решён — ответьте «Да».")
+            log.info("[NOTIFY ] →%s via WHATSAPP: %s", cid, msg[:80] + "...")
+            rec.event("NOTIFIED", {"type": "PROACTIVE", "channel": "WHATSAPP", "ticketId": ticket})
+            # 3c) control until close
+            log.info("[CTRL   ] Controlling ticket %s until close (mock: closed in 500ms)", ticket)
+            rec.event("CONTROLLED", {"ticketId": ticket, "result": "CLOSED_OK"})
+        else:  # BLACK
+            log.info("[HUMAN  ] ⏸ HumanTask: эскалация директору ДУКО (candidate-group=duko-directors)")
+            log.info("[HUMAN  ] ✓ HumanTask завершён (имитация подтверждения)")
+            log.info("[NOTIFY ] →%s PERSONAL_MANAGER assigned for VIP/BLACK %s",
+                     cid, case_data['clientName'])
+            rec.status = "ESCALATED"
+            rec.event("ESCALATED", {"level": "BLACK", "assignedTo": "PERSONAL_MANAGER"})
+
+    # 4) Notify resolved
+    log.info("[NOTIFY ] →%s via WHATSAPP: «Вопрос решён, оцените сервис 👍/👎»", cid)
+    rec.event("RESOLVED", {"notified": True})
+
+    # 5) CSAT check — assume satisfied
+    csat = 5 if priority in ("GREEN", "YELLOW") else 4
+    log.info("[CSAT   ] receive score=%d", csat)
+    rec.event("CSAT_RECEIVED", {"score": csat})
+
+    # 6) Close
+    rec.status = "CLOSED"
+    rec.client_csat_score = csat
+    rec.closed_at = datetime.now(timezone.utc).isoformat()
+    log.info("[CLOSE  ] caseId=%s csat=%d", rec.id, csat)
+    rec.event("CLOSED", {"csat": csat})
+
+    return rec
+
+
+def main():
+    if not APPEALS.exists():
+        log.error("appeals.json not found: %s", APPEALS)
+        sys.exit(1)
+    data = json.loads(APPEALS.read_text(encoding="utf-8"))
+    cases = data.get("cases", [])
+    log.info("Loaded %d synthetic cases", len(cases))
+
+    results = []
+    for c in cases:
+        results.append(asdict(process(c)))
+
+    OUT_DIR.mkdir(parents=True, exist_ok=True)
+    CASES_OUT.write_text(json.dumps(results, ensure_ascii=False, indent=2), encoding="utf-8")
+    log.info("─" * 70)
+    log.info("Wrote %d cases → %s", len(results), CASES_OUT)
+    log.info("Simulation log → %s", LOG_OUT)
+
+
+if __name__ == "__main__":
+    main()