tools:
  consultar_reclamacao:
    description: Consulta reclamação/protocolo de backoffice/ANATEL.
    mcp_server: backoffice
    enabled: true
    tool_type: read
    cache:
      enabled: true
      ttl_seconds: 300
    args_schema: { protocol_id: string, customer_key: string, interaction_key: string }
  consultar_cliente_backoffice:
    description: Consulta contexto operacional do cliente para backoffice.
    mcp_server: backoffice
    enabled: true
    tool_type: read
    cache:
      enabled: true
      ttl_seconds: 600
    args_schema: { customer_key: string, contract_key: string, session_key: string }
  registrar_acao_backoffice:
    description: Registra ação operacional, parecer ou encaminhamento no sistema de backoffice.
    mcp_server: backoffice
    enabled: true
    tool_type: action
    requires: [protocol_id, action_text, operator_session]
    confirmation_required: false
    cache:
      enabled: false
    args_schema: { protocol_id: string, action_text: string, operator_session: string }

  consultar_siebel_caso:
    description: Consulta caso/SR no Siebel.
    mcp_server: backoffice
    enabled: true
    tool_type: read
    cache:
      enabled: true
      ttl_seconds: 300
    args_schema: { protocol_id: string, interaction_key: string, customer_key: string }
  registrar_acao_siebel:
    description: Registra ação, reclassificação ou fechamento no Siebel.
    mcp_server: backoffice
    enabled: true
    tool_type: action
    requires: [protocol_id, action_text, operator_session]
    confirmation_required: false
    cache:
      enabled: false
    args_schema: { protocol_id: string, action_text: string, operator_session: string }
  consultar_imdb_cliente:
    description: Consulta enriquecimento IMDB/PMID do cliente.
    mcp_server: backoffice
    enabled: true
    tool_type: read
    cache:
      enabled: true
      ttl_seconds: 600
    args_schema: { customer_key: string, contract_key: string, session_key: string }
  consultar_speech_analytics:
    description: Consulta histórico/resumo do Speech Analytics.
    mcp_server: backoffice
    enabled: true
    tool_type: read
    cache:
      enabled: true
      ttl_seconds: 600
    args_schema: { protocol_id: string, customer_key: string, interaction_key: string }
  consultar_tais_kb:
    description: Consulta TAIS Knowledge Base/RAG e templates.
    mcp_server: backoffice
    enabled: true
    tool_type: read
    cache:
      enabled: true
      ttl_seconds: 900
    args_schema: { query: string, protocol_id: string, customer_key: string }
  consultar_abrt:
    description: Consulta ABRT associado ao cliente/caso.
    mcp_server: backoffice
    enabled: true
    tool_type: read
    cache:
      enabled: true
      ttl_seconds: 600
    args_schema: { customer_key: string, protocol_id: string }
  consultar_portabilidade:
    description: Consulta status de portabilidade.
    mcp_server: backoffice
    enabled: true
    tool_type: read
    cache:
      enabled: true
      ttl_seconds: 600
    args_schema: { customer_key: string, contract_key: string }
  buscar_templates_emulador:
    description: Busca templates/documentos para Response Emulator.
    mcp_server: backoffice
    enabled: true
    tool_type: read
    cache:
      enabled: true
      ttl_seconds: 900
    args_schema: { protocol_id: string, query: string }
  gerar_rascunho_emulador:
    description: Gera rascunho de resposta do Response Emulator.
    mcp_server: backoffice
    enabled: true
    tool_type: action
    requires: [protocol_id]
    cache:
      enabled: false
    args_schema: { protocol_id: string, selected_actions: array, operator_instructions: string }