fluent-support / app / Models / Traits / AgentTrait.php

AgentTrait.php in Fluent Support – Helpdesk & Customer Support Ticket System 1.10.1, at app/Models/Traits/AgentTrait.php

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1	<?php
2
3	namespace FluentSupport\App\Models\Traits;
4
5	use FluentSupport\App\Models\Attachment;
6	use FluentSupport\App\Models\Conversation;
7	use FluentSupport\App\Models\Product;
8	use FluentSupport\App\Models\Ticket;
9	use FluentSupport\App\Modules\PermissionManager;
10	use FluentSupport\App\Models\Person;
11	use FluentSupport\App\Modules\Reporting\Reporting;
12	use FluentSupport\App\Modules\StatModule;
13	use FluentSupport\App\Services\TicketHelper;
14	use FluentSupport\Framework\Support\Arr;
15	use Exception;
16
17	trait AgentTrait
18	{
19	public function getAgents($search)
20	{
21	$agents = static::latest()
22	->searchBy($search)
23	->paginate();
24
25	foreach ($agents as $agent) {
26	$agent->permissions = PermissionManager::getUserPermissions($agent->user_id);
27
28	if ($agent->user_id) {
29	$agent->user_profile = admin_url('user-edit.php?user_id=' . $agent->user_id);
30	}
31
32	$agent->replies_count = Conversation::where('person_id', $agent->id)->count();
33	$agent->interactions_count = Conversation::where('person_id', $agent->id)->groupBy('ticket_id')->get()->count();
34
35	$agent->telegram_chat_id = $agent->getMeta('telegram_chat_id');
36	$agent->slack_user_id = $agent->getMeta('slack_user_id');
37	$agent->whatsapp_number = $agent->getMeta('whatsapp_number');
38	$agent->restrictions = $agent->getMeta('agent_restrictions', [
39	'restrictedBusinessBoxes' => [],
40	'businessBoxRestrictions' => false
41	]);
42
43	}
44
45	return $agents;
46	}
47
48	public function createAgent(array $data)
49	{
50	if (!$user = get_user_by('email', $data['email'])) {
51	throw new \Exception('Sorry, Connected user could not be found with the provided email address');
52	}
53
54	$data = $this->setAgentInfo($data, $user);
55
56	// check if another agent has same email address
57	$person = Person::where('email', $data['email'])->first();
58
59	if ($person) {
60	throw new \Exception('Sorry, Another agent/person exist with the same email address. Please use a different email address');
61	}
62
63
64	return $this->setAgentMeta(
65	$user,
66	$data,
67	static::create($data)
68	);
69
70	}
71
72	/**
73	* Method to update agent info
74	* @param array $data
75	* @param $agent
76	* @return object
77	* @throws Exception
78	*/
79	public function updateAgent(array $data, object $agent)
80	{
81	if (!$user = get_user_by('ID', $agent->user_id)) {
82	throw new \Exception('Sorry, Connected user could not be found with the provided email address');
83	}
84
85	PermissionManager::attachPermissions($user, Arr::get($data, 'permissions', []));
86
87	$updateData = Arr::only($data, ['first_name', 'last_name', 'title']);
88	$updateData['user_id'] = $user->ID;
89	$updateData['email'] = $user->user_email;
90
91	static::where('id', $agent->id)
92	->update($updateData);
93
94	$agent = $this->setAgentMeta($user, $data, $agent);
95
96	return $agent;
97	}
98
99
100	/**
101	* This method will delete an agent by agent id
102	* @param int $fallBackAgentId
103	* @param int $agentId
104	* @return void
105	* @throws Exception
106	*/
107	public function deleteAgent($fallBackAgentId, $agentId)
108	{
109	if ($fallBackAgentId == $agentId) {
110	throw new \Exception('Old Agent and New agent is same person');
111	}
112
113	$agent = static::findOrFail($agentId);
114
115	PermissionManager::attachPermissions($agent->user_id, []);
116
117	try {
118	$newAgent = static::findOrFail($fallBackAgentId);
119	} catch (\Exception $e) {
120	throw new \Exception('Fallback agent could not be found');
121	}
122
123	$this->assignDataToFallbackAgent($agent->id, $newAgent);
124
125	$agent->deleteAllMeta();
126
127	static::where('id', $agentId)->delete();
128	}
129
130	/**
131	* This method will assign data to fallback agent
132	* @param int $agentId
133	* @param object $newAgent
134	* @return void
135	*/
136	private function assignDataToFallbackAgent($agentId, $newAgent)
137	{
138	Attachment::where('person_id', $agentId)->update([
139	'person_id' => $newAgent->id
140	]);
141
142	Conversation::where('person_id', $agentId)->update([
143	'person_id' => $newAgent->id
144	]);
145
146	Product::where('created_by', $agentId)->update([
147	'created_by' => $newAgent->id
148	]);
149
150	Ticket::where('agent_id', $agentId)->update([
151	'agent_id' => $newAgent->id
152	]);
153	}
154
155	public function getAgentStat($stats, $with, $agentId)
156	{
157	if (PermissionManager::currentUserCan('fst_manage_unassigned_tickets')) {
158	$stats['unassigned_tickets'] = [
159	'title' => __('Unassigned Tickets', 'fluent-support'),
160	'count' => Ticket::whereNull('agent_id')->where('status', '!=', 'closed')->count()
161	];
162	}
163
164	$data = [
165	'stats' => $stats
166	];
167
168	return $this->agentDashboardWidgets($data, $with, $agentId);
169	}
170
171	private function agentDashboardWidgets($data, $with, $agentId)
172	{
173	//If the request come with suggested_tickets
174	if (in_array('suggested_tickets', $with)) {
175	//Get suggested tickets from ticketHelper
176	$data['suggested_tickets'] = TicketHelper::getSuggestedTickets($agentId);
177	}
178
179	//If the request come with mentioned_tickets
180	if (defined('FLUENTSUPPORTPRO') && in_array('ticket_to_watch', $with)) {
181	//Get the overall statistics by the agent
182	$data['ticket_to_watch'] = TicketHelper::getTicketsToWatch();
183	}
184
185	//If the request come with overall_stats
186	if (in_array('overall_stats', $with)) {
187	//Get overall status
188	$data['overall_stats'] = (new Reporting())->getActiveStats();
189	}
190
191	//If the request come with individual_stat
192	if (in_array('individual_stat', $with)) {
193	//get overall statistics by agent id
194	$data['individual_stat'] = (new Reporting())->getActiveStatByAgent($agentId);
195	}
196	//If the request come with my_overall_stats
197	if (in_array('my_overall_stats', $with)) {
198	//Get the overall statistics by the agent
199	$data['my_overall_stats'] = StatModule::getAgentOverallStats($agentId);
200	}
201
202	if (in_array('tickets_by_products', $with)) {
203	//Get tickets by product which are waiting for agent reply
204	$data['tickets_by_product'] = StatModule::getActiveTicketsByProductStats();
205	}
206
207	return $data;
208	}
209
210	/**
211	* Method to set agent info
212	* @param array $data
213	* @param $user
214	* @return array
215	*/
216	private function setAgentInfo(array $data, $user)
217	{
218	$data['user_id'] = $user->ID;
219
220	if (empty($data['first_name'])) {
221	$data['first_name'] = $user->first_name;
222	}
223
224	if (empty($data['last_name'])) {
225	$data['last_name'] = $user->last_name;
226	}
227
228	return $data;
229	}
230
231	/**
232	* Method to set agent meta data
233	* @param $user
234	* @param array $data
235	* @param object $agent
236	* @return object
237	*/
238	private function setAgentMeta($user, $data, $agent)
239	{
240	PermissionManager::attachPermissions($user, Arr::get($data, 'permissions', []));
241
242	if (isset($data['telegram_chat_id'])) {
243	$chatId = sanitize_text_field($data['telegram_chat_id']);
244	$agent->updateMeta('telegram_chat_id', $chatId);
245	$agent->telegram_chat_id = $chatId;
246	}
247
248	if (isset($data['slack_user_id'])) {
249	$chatId = sanitize_text_field($data['slack_user_id']);
250	$agent->updateMeta('slack_user_id', $chatId);
251	$agent->slack_user_id = $chatId;
252	}
253
254	if (isset($data['whatsapp_number'])) {
255	$whatsappNumber = sanitize_text_field($data['whatsapp_number']);
256	$agent->updateMeta('whatsapp_number', $whatsappNumber);
257	$agent->whatsapp_number = $whatsappNumber;
258	}
259
260	if (isset($data['restrictions'])) {
261	$restrictedBusinessBoxes = $data['restrictions']['restrictedBusinessBoxes'] ?? [];
262	$businessBoxRestrictions = filter_var($data['restrictions']['businessBoxRestrictions'] ?? false, FILTER_VALIDATE_BOOLEAN);
263
264	$restrictions = [
265	'restrictedBusinessBoxes' => is_array($restrictedBusinessBoxes) ? array_map('intval', $restrictedBusinessBoxes) : [],
266	'businessBoxRestrictions' => $businessBoxRestrictions
267	];
268
269	$agent->updateMeta('agent_restrictions', $restrictions);
270	$agent->restrictions = $restrictions;
271	}
272
273	return $agent;
274	}
275
276	public function agentInsights($search)
277	{
278	$agents = static::latest()
279	->select('id', 'first_name', 'last_name', 'email', 'user_id')
280	->searchBy($search)
281	->get();
282
283	foreach ($agents as $agent) {
284	$agent->permissions = PermissionManager::getUserPermissions($agent->user_id);
285
286	if ($agent->user_id) {
287	$agent->user_profile = admin_url('user-edit.php?user_id=' . $agent->user_id);
288	}
289
290	$agent->restrictions = $agent->getMeta('agent_restrictions', [
291	'restrictedBusinessBoxes' => [],
292	'businessBoxRestrictions' => false
293	]);
294	}
295
296	return $agents;
297	}
298	}
299