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<?php |
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|
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namespace FluentSupport\App\Modules; |
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|
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use FluentSupport\App\Models\Conversation; |
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use FluentSupport\App\Models\Ticket; |
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/** |
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* StatModule class is responsible for getting data related to report |
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* @package FluentSupport\App\Modules |
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* |
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* @version 1.0.0 |
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*/ |
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class StatModule |
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{ |
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/** |
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* getAgentStat method will return ticket statistics by an agent id |
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* This method will get agent id, start date and end date as parameter and fetch the ticket information and return |
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* @param $agentId |
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* @param false $startDate |
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* @param false $endDate |
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* @return array[] |
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*/ |
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public static function getAgentStat($agentId, $startDate = false, $endDate = false) |
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{ |
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if (!$startDate) { |
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$currentDate = current_time('mysql'); |
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$startDate = $currentDate; |
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$endDate = $currentDate; |
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} |
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|
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$startDate = date('Y-m-d 00:00.01', strtotime($startDate)); |
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$endDate = date('Y-m-d 23:59.59', strtotime($endDate)); |
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|
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//Get list of new ticket by agent |
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$newTickets = Ticket::where('agent_id', $agentId) |
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->where('status', 'new') |
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->count(); |
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|
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//Get list of active ticket by agent |
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$activeTickets = Ticket::where('agent_id', $agentId) |
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->where('status', 'active') |
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->count(); |
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|
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//Get list of closed ticket by agent within a date range(default today) |
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$closedTickets = Ticket::where('agent_id', $agentId) |
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->where('status', 'closed') |
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->whereBetween('resolved_at', [$startDate, $endDate]) |
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->count(); |
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|
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//Get list of response by agent id within a date range(default today) |
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$responses = Conversation::where('conversation_type', 'response') |
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->where('person_id', $agentId) |
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->whereBetween('created_at', [$startDate, $endDate]) |
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->count(); |
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|
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//Count the response in tickets within a date range(default today) for agent |
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$interactions = Conversation::where('person_id', $agentId) |
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->where('conversation_type', 'response') |
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->whereBetween('created_at', [$startDate, $endDate]) |
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->groupBy('ticket_id') |
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->get() |
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->count(); |
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|
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return [ |
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'new_tickets' => [ |
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'title' => __('New Tickets', 'fluent-support'), |
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'count' => $newTickets |
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], |
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'active_tickets' => [ |
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'title' => __('Active Tickets', 'fluent-support'), |
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'count' => $activeTickets |
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], |
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'closed_tickets' => [ |
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'title' => __('Closed Tickets', 'fluent-support'), |
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'count' => $closedTickets |
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], |
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'responses' => [ |
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'title' => __('Responses', 'fluent-support'), |
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'count' => $responses |
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], |
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'interactions' =>[ |
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'title' => __('Interactions', 'fluent-support'), |
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'count' => $interactions |
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] |
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]; |
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} |
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|
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/** |
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* getOverAllStats method will return the overall statistics for all tickets |
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* This method will count the ticket number by ticket status and return the array |
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* @return array[] |
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*/ |
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public static function getOverAllStats() |
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{ |
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$newTickets = Ticket::where('status', 'new') |
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->count(); |
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|
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$activeTickets = Ticket::where('status', 'active') |
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->count(); |
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|
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$closedTickets = Ticket::where('status', 'closed') |
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->count(); |
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|
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$responses = Conversation::where('conversation_type', 'response') |
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->count(); |
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|
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return [ |
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'new_tickets' => [ |
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'title' => __('New Tickets', 'fluent-support'), |
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'count' => $newTickets |
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], |
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'active_tickets' => [ |
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'title' => __('Active Tickets', 'fluent-support'), |
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'count' => $activeTickets |
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], |
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'closed_tickets' => [ |
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'title' => __('Closed Tickets', 'fluent-support'), |
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'count' => $closedTickets |
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], |
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'responses' => [ |
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'title' => __('Responses', 'fluent-support'), |
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'count' => $responses |
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] |
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]; |
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} |
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|
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/** |
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* getTodayStats method will return a stats of today's tickets |
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* This method will count the ticket number by ticket status and return the array |
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* @param bool $agentId By default value set to false however when it gets an agent id it will fetch |
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* the result by this id |
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* @return array result in array format |
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*/ |
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public static function getTodayStats($agentId=false) |
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{ |
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$start = date('Y-m-d 00:00.01'); |
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$end = date('Y-m-d 23:59.59'); |
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|
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$newTickets = Ticket::whereBetween('created_at', [$start, $end]); |
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|
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$closedTickets = Ticket::where('status', 'closed')->whereBetween('resolved_at', [$start, $end]); |
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|
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$responses = Conversation::where('conversation_type', 'response')->whereBetween('created_at', [$start, $end]); |
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|
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if($agentId) { |
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$newTickets->where('agent_id', $agentId); |
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$closedTickets->where('agent_id', $agentId); |
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$responses->where('person_id', $agentId); |
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} |
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|
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return [ |
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'new_tickets' => [ |
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'title' => __('New Tickets', 'fluent-support'), |
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'count' => $newTickets->count() |
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], |
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'closed_tickets' => [ |
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'title' => __('Closed Tickets', 'fluent-support'), |
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'count' => $closedTickets->count() |
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], |
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'responses' => [ |
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'title' => __('Responses', 'fluent-support'), |
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'count' => $responses->count() |
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] |
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]; |
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} |
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|
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/** |
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* getAgentOverallStats method will produce overall statistics by agent |
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* @param $agentId |
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* @return array[] |
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*/ |
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public static function getAgentOverallStats($agentId) |
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{ |
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//Get count of response by the agent |
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$replies_count = Conversation::where('person_id', $agentId)->count(); |
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|
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//Get the number of interactions/responses by agent with tickets |
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$interactions_count = Conversation::where('person_id', $agentId) |
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->where('conversation_type', 'response') |
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->groupBy('ticket_id') |
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->get() |
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->count(); |
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|
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//Get the number of tickets that are closed by this agent |
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$total_closed = Ticket::where('agent_id', $agentId)->where('status', 'closed')->count(); |
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|
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return [ |
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'replies_count' => [ |
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'title' => __('Total Replies', 'fluent-support'), |
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'count' => $replies_count |
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], |
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'interactions_count' => [ |
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'title' => __('Total Interactions', 'fluent-support'), |
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'count' => $interactions_count |
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], |
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'total_closed' => [ |
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'title' => __('Total Closed', 'fluent-support'), |
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'count' => $total_closed |
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] |
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]; |
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} |
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|
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} |
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|
