fluent-support / app / Modules / StatModule.php

StatModule.php in Fluent Support – Helpdesk & Customer Support Ticket System 2.1.0, at app/Modules/StatModule.php

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1	<?php
2
3	namespace FluentSupport\App\Modules;
4
5	use FluentSupport\App\Models\Agent;
6	use FluentSupport\App\Models\Conversation;
7	use FluentSupport\App\Models\Ticket;
8	use FluentSupport\App\Models\Product;
9
10	/**
11	* StatModule class is responsible for getting data related to report
12	* @package FluentSupport\App\Modules
13	*
14	* @version 1.0.0
15	*/
16	class StatModule
17	{
18	/**
19	* getAgentStat method will return ticket statistics by an agent id
20	* This method will get agent id, start date and end date as parameter and fetch the ticket information and return
21	* @param $agentId
22	* @param false $startDate
23	* @param false $endDate
24	* @return array[]
25	*/
26	public static function getAgentStat($agentId, $startDate = false, $endDate = false)
27	{
28	if (!$startDate) {
29	$currentDate = current_time('mysql');
30	$startDate = $currentDate;
31	$endDate = $currentDate;
32	}
33
34	$startDate = gmdate('Y-m-d 00:00.01', strtotime($startDate));
35	$endDate = gmdate('Y-m-d 23:59.59', strtotime($endDate));
36
37	//Get list of new ticket by agent
38	$newTickets = Ticket::where('agent_id', $agentId)
39	->where('status', 'new')
40	->count();
41
42	//Get list of active ticket by agent
43	$activeTickets = Ticket::where('agent_id', $agentId)
44	->where('status', 'active')
45	->count();
46
47	//Get list of closed ticket by agent within a date range(default today)
48	$closedTickets = Ticket::where('agent_id', $agentId)
49	->where('status', 'closed')
50	->whereBetween('resolved_at', [$startDate, $endDate])
51	->count();
52
53	//Get list of response by agent id within a date range(default today)
54	$responses = Conversation::where('conversation_type', 'response')
55	->where('person_id', $agentId)
56	->whereBetween('created_at', [$startDate, $endDate])
57	->count();
58
59	//Count the response in tickets within a date range(default today) for agent
60	$interactions = Conversation::where('person_id', $agentId)
61	->where('conversation_type', 'response')
62	->whereBetween('created_at', [$startDate, $endDate])
63	->groupBy('ticket_id')
64	->get()
65	->count();
66
67	return [
68	'new_tickets' => [
69	'title' => __('New Tickets', 'fluent-support'),
70	'count' => $newTickets
71	],
72	'active_tickets' => [
73	'title' => __('Active Tickets', 'fluent-support'),
74	'count' => $activeTickets
75	],
76	'closed_tickets' => [
77	'title' => __('Closed Tickets', 'fluent-support'),
78	'count' => $closedTickets
79	],
80	'responses' => [
81	'title' => __('Responses', 'fluent-support'),
82	'count' => $responses
83	],
84	'interactions' => [
85	'title' => __('Interactions', 'fluent-support'),
86	'count' => $interactions
87	]
88	];
89	}
90
91	/**
92	* getOverAllStats method will return the overall statistics for all tickets
93	* This method will count the ticket number by ticket status and return the array
94	* @return array[]
95	*/
96	public static function getOverAllStats()
97	{
98	$newTickets = Ticket::where('status', 'new')
99	->count();
100
101	$activeTickets = Ticket::where('status', 'active')
102	->count();
103
104	$closedTickets = Ticket::where('status', 'closed')
105	->count();
106
107	$responses = Conversation::where('conversation_type', 'response')
108	->count();
109
110	return [
111	'new_tickets' => [
112	'title' => __('New Tickets', 'fluent-support'),
113	'count' => $newTickets
114	],
115	'active_tickets' => [
116	'title' => __('Active Tickets', 'fluent-support'),
117	'count' => $activeTickets
118	],
119	'closed_tickets' => [
120	'title' => __('Closed Tickets', 'fluent-support'),
121	'count' => $closedTickets
122	],
123	'responses' => [
124	'title' => __('Responses', 'fluent-support'),
125	'count' => $responses
126	]
127	];
128	}
129
130	/**
131	* getTodayStats method will return a stats of today's tickets
132	* This method will count the ticket number by ticket status and return the array
133	* @param bool\|int $agentId By default value set to false however when it gets an agent id it will fetch
134	* the result by this id
135	* @return array result in array format
136	*/
137	public static function getTodayStats($agentId = false)
138	{
139	$start = gmdate('Y-m-d 00:00.01');
140	$end = gmdate('Y-m-d 23:59.59');
141
142	$newTickets = Ticket::whereBetween('created_at', [$start, $end]);
143
144	$closedTickets = Ticket::where('status', 'closed')->whereBetween('resolved_at', [$start, $end]);
145
146	$responses = Conversation::where('conversation_type', 'response')
147	->whereHas('person', function ($q) {
148	$q->where('person_type', 'agent');
149	})
150	->whereBetween('created_at', [$start, $end]);
151
152	if ($agentId) {
153	$newTickets->where('agent_id', $agentId);
154	$closedTickets->where('agent_id', $agentId);
155	$responses->where('person_id', $agentId);
156	}
157
158	return [
159	'new_tickets' => [
160	'title' => __('New Tickets', 'fluent-support'),
161	'count' => $newTickets->count()
162	],
163	'closed_tickets' => [
164	'title' => __('Closed Tickets', 'fluent-support'),
165	'count' => $closedTickets->count()
166	],
167	'responses' => [
168	'title' => __('Responses', 'fluent-support'),
169	'count' => $responses->count()
170	]
171	];
172	}
173
174	/**
175	* getAgentOverallStats method will produce overall statistics by agent
176	* @param $agentId
177	* @return array[]
178	*/
179	public static function getAgentOverallStats($agentId)
180	{
181	//Get count of response by the agent
182	$replies_count = Conversation::where('person_id', $agentId)->count();
183
184	//Get the number of interactions/responses by agent with tickets
185	$interactions_count = Conversation::where('person_id', $agentId)
186	->where('conversation_type', 'response')
187	->groupBy('ticket_id')
188	->get()
189	->count();
190
191	//Get the number of tickets that are closed by this agent
192	$total_closed = Ticket::where('agent_id', $agentId)->where('status', 'closed')->count();
193
194	return [
195	'replies_count' => [
196	'title' => __('Total Replies', 'fluent-support'),
197	'count' => $replies_count
198	],
199	// 'interactions_count' => [
200	// 'title' => __('Total Interactions', 'fluent-support'),
201	// 'count' => $interactions_count
202	// ],
203	'total_closed' => [
204	'title' => __('Total Closed', 'fluent-support'),
205	'count' => $total_closed
206	]
207	];
208	}
209
210	/**
211	* This `getActiveTicketsByProductStats` method will count today's tickets by product that are waiting for reply
212	* @return array $result
213	*/
214	public static function getActiveTicketsByProductStats()
215	{
216	$products = Product::all();
217	$result = [];
218
219	foreach ($products as $product) {
220	$result[$product->id] = [
221	'title' => $product->title,
222	'count' => static::countAwaitingTickets('product_id', $product->id)
223	];
224	}
225
226	return $result;
227	}
228
229
230	/**
231	* This will count the number of tickets that are waiting for response also it can receive parameters
232	* @param string $whereClause // This is the where clause that will be used in the query
233	* @param string $whereClauseValue // This is the value of the where clause
234	* @return int $awatingTicketCount
235	*/
236	public static function countAwaitingTickets($whereClause = null, $whereClauseValue = null)
237	{
238	$ticket = new Ticket;
239
240	if ($whereClause && $whereClauseValue) {
241	$ticket = $ticket->where(sanitize_text_field($whereClause), sanitize_text_field($whereClauseValue));
242	}
243
244	$awatingTicketCount = $ticket->where('status', '!=', 'closed')
245	->where(function ($query) {
246	$query->whereColumn('last_agent_response', '<', 'last_customer_response')
247	->orWhereNull('last_agent_response')
248	->orWhere('status', 'new');
249	})->count();
250
251	return $awatingTicketCount;
252	}
253
254	/**
255	* This method will return a summary of today's stats of all agent
256	* @return array
257	*/
258	public static function getAgentTodayStats()
259	{
260	$stats = [];
261	Agent::get()->each(function ($agent) use (&$stats) {
262	$agentStat = static::getTodayStats($agent->id);
263	$waiting = static::countAwaitingTickets('agent_id', $agent->id);
264	if(!empty($agentStat['responses']['count']) \|\| $waiting) {
265	$stats[] = [
266	'agent_id' => $agent->id,
267	'agent_name' => $agent->full_name,
268	'agent_email' => $agent->email,
269	'avatar' => $agent->photo,
270	'stats' => array_merge(
271	[
272	'waiting_today' => [
273	'title' => __('Waiting Today', 'fluent-support'),
274	'count' => $waiting
275	]
276	],
277	$agentStat
278	)
279	];
280	}
281	});
282
283	return $stats;
284	}
285
286	}
287