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<?php |
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|
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namespace FluentSupport\App\Http\Controllers; |
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|
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use FluentSupport\App\Modules\Reporting\Reporting; |
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use FluentSupport\App\Modules\StatModule; |
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use FluentSupport\App\Services\Helper; |
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use FluentSupport\Framework\Http\Request\Request; |
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use FluentSupport\App\Models\Ticket; |
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use FluentSupport\App\Models\Conversation; |
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use FluentSupport\App\Models\TagPivot; |
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|
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/** |
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* ReportingController class for REST API |
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* This class is responsible for getting data for all request related to report |
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* @package FluentSupport\App\Http\Controllers |
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* |
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* @version 1.0.0 |
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*/ |
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class ReportingController extends Controller |
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{ |
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private static function getSanitizedDateRange(Request $request) |
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{ |
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$dateRange = $request->get('date_range', []); |
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|
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if (is_array($dateRange) && count($dateRange) >= 2) { |
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return [ |
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sanitize_text_field($dateRange[0] ?? ''), |
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sanitize_text_field($dateRange[1] ?? '') |
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]; |
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} |
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|
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if (is_string($dateRange)) { |
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$parts = array_map('trim', explode(',', $dateRange)); |
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return [ |
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sanitize_text_field($parts[0] ?? ''), |
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sanitize_text_field($parts[1] ?? '') |
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]; |
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} |
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|
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return ['', '']; |
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} |
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|
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private static function getAgentIdsForGroup(Request $request) |
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{ |
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$groupId = $request->getSafe('agent_group_id', 'intval'); |
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if (!$groupId) { |
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return null; |
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} |
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|
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return TagPivot::where('source_type', 'agent_group') |
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->where('tag_id', $groupId) |
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->pluck('source_id') |
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->toArray(); |
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} |
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|
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/** |
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* getOverallReports method will return the overall statistics of all ticket by ticket statuses |
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* The response will have an array with ticket number by ticket status |
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* @param Request $request |
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* @return array |
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*/ |
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public function getOverallReports(Request $request) |
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{ |
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return [ |
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'overall_reports' => StatModule::getOverAllStats() |
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]; |
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} |
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|
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public function getActiveTicketsByProduct() |
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{ |
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return [ |
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'stats' => StatModule::getActiveTicketsByProductStats() |
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]; |
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} |
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|
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/** |
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* getTicketsChart method will generate statistics for all tickets within a date range and return ticket number by date |
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* @param Request $request |
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* @param Reporting $reporting |
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* @return array |
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*/ |
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public function getTicketsChart(Request $request, Reporting $reporting) |
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{ |
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list($from, $to) = self::getSanitizedDateRange($request); |
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|
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$filter = [ |
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'agent_id' => $request->getSafe('agent_id', 'intval') ?: null, |
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'product_id' => $request->getSafe('product_id', 'intval') ?: null, |
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'mailbox_id' => $request->getSafe('mailbox_id', 'intval') ?: null, |
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]; |
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|
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$agentIds = self::getAgentIdsForGroup($request); |
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if ($agentIds !== null) { |
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$filter['agent_ids'] = $agentIds; |
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} |
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|
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$stats = $reporting->getTicketsGrowth($from, $to, $filter); |
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|
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return [ |
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'stats' => $stats |
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]; |
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} |
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|
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/** |
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* getResolveChart method will generate statistics for closed tickets within a date range and return ticket number by date |
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* @param Request $request |
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* @param Reporting $reporting |
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* @return array |
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*/ |
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public function getResolveChart(Request $request, Reporting $reporting): array |
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{ |
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$type = $request->getSafe('type', 'sanitize_text_field'); |
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list($from, $to) = self::getSanitizedDateRange($request); |
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|
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$filter = [ |
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'agent_id' => $request->getSafe('agent_id', 'intval') ?: null, |
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'product_id' => $request->getSafe('product_id', 'intval') ?: null, |
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'mailbox_id' => $request->getSafe('mailbox_id', 'intval') ?: null, |
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]; |
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|
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$agentIds = self::getAgentIdsForGroup($request); |
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if ($agentIds !== null) { |
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$filter['agent_ids'] = $agentIds; |
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} |
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|
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$stats = $reporting->getTicketResolveGrowth($from, $to, $filter,$type); |
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|
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return [ |
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'stats' => $stats |
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]; |
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} |
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|
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/** |
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* getResponseChart method will generate response statistics for ticket by date range |
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* @param Request $request |
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* @param Reporting $reporting |
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* @return array |
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*/ |
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public function getResponseChart(Request $request, Reporting $reporting) |
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{ |
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list($from, $to) = self::getSanitizedDateRange($request); |
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$filter = []; |
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|
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if ($person_id = $request->getSafe('agent_id', 'intval')) { |
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$filter['person_id'] = $person_id; |
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} |
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|
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$agentIds = self::getAgentIdsForGroup($request); |
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if ($agentIds !== null) { |
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$filter['person_ids'] = $agentIds; |
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} |
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|
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$stats = $reporting->getResponseGrowth($from, $to, $filter); |
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|
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return [ |
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'stats' => $stats |
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]; |
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} |
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|
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/** |
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* getAgentsSummary method will generate summary for agent |
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* This method will count closed tickets, open tickets, responses/interactions with ticket by agent within a date range |
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* @param Request $request |
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* @param Reporting $reporting |
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* @return array |
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*/ |
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public function getAgentsSummary(Request $request, Reporting $reporting) |
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{ |
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return [ |
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'summary' => $reporting->agentSummary($request->getSafe('from', 'sanitize_text_field'), $request->getSafe('to', 'sanitize_text_field')) |
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]; |
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} |
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|
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/** |
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* getAgentOverallReports method will return the overall statistics report for logged-in agent |
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* @param Request $request |
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* @return array |
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*/ |
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/** |
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* getAgentGroupsSummary method will generate summary aggregated by agent group |
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* @param Request $request |
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* @param Reporting $reporting |
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* @return array |
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*/ |
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public function getAgentGroupsSummary(Request $request, Reporting $reporting) |
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{ |
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return [ |
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'summary' => $reporting->agentGroupSummary( |
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$request->getSafe('from', 'sanitize_text_field'), |
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$request->getSafe('to', 'sanitize_text_field') |
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) |
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]; |
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} |
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|
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public function getAgentOverallReports(Request $request): array |
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{ |
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$agent = Helper::getAgentByUserId(get_current_user_id()); |
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|
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return [ |
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'overall_reports' => StatModule::getAgentOverallStats($agent->id), |
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'today_reports' => StatModule::getTodayStats($agent->id) |
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]; |
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} |
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|
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/** |
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* getResponseGrowthChart method will generate response statistics for ticket by date range for product or mailbox |
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* @param Request $request |
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* @param Reporting $reporting |
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* @return array |
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*/ |
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public function getResponseGrowthChart(Request $request, Reporting $reporting): array |
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{ |
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$type = $request->getSafe('type', 'sanitize_text_field'); |
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list($from, $to) = self::getSanitizedDateRange($request); |
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|
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$filter = [ |
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'product_id' => $request->getSafe('product_id', 'intval') ?: null, |
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'mailbox_id' => $request->getSafe('mailbox_id', 'intval') ?: null, |
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]; |
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|
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$stats = $reporting->getResponseGrowthChart($from, $to, $filter,$type); |
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|
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return [ |
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'stats' => $stats |
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]; |
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} |
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|
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/** |
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* getProductsSummary method will generate summary for product |
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* This method will count closed tickets, open tickets, responses, interactions with ticket by agent within a date range |
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* @param Request $request |
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* @param Reporting $reporting |
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* @return array |
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*/ |
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public function getProductsSummary(Request $request, Reporting $reporting): array |
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{ |
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return [ |
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'summary' => $reporting->getSummary('product',$request->getSafe('from', 'sanitize_text_field'), $request->getSafe('to', 'sanitize_text_field')) |
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]; |
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|
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} |
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|
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/** |
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* getMailBoxesSummary method will generate summary for mailbox |
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* This method will count closed tickets, open tickets, responses, interactions with ticket by agent within a date range |
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* @param Request $request |
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* @param Reporting $reporting |
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* @return array |
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*/ |
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public function getMailBoxesSummary(Request $request, Reporting $reporting): array |
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{ |
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return [ |
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'summary' => $reporting->getSummary('mailbox',$request->getSafe('from', 'sanitize_text_field'), $request->getSafe('to', 'sanitize_text_field')) |
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]; |
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} |
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|
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/** |
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* getAgentResolveChart method will generate ticket data for resolved ticket |
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* @param Request $request |
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* @param Reporting $reporting |
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* @return array |
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*/ |
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public function getAgentResolveChart(Request $request, Reporting $reporting) |
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{ |
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//Get logged in agent information |
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$agent = Helper::getAgentByUserId(get_current_user_id()); |
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list($from, $to) = self::getSanitizedDateRange($request); |
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|
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return [ |
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'stats' => $reporting->getTicketResolveGrowth($from, $to, ['agent_id' => $agent->id]) |
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]; |
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} |
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|
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/** |
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* getAgentResponseChart method will generate the statistics of response by agent in tickets within date range |
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* @param Request $request |
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* @param Reporting $reporting |
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* @return array |
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*/ |
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public function getAgentResponseChart(Request $request, Reporting $reporting) |
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{ |
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$agent = Helper::getAgentByUserId(get_current_user_id()); |
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list($from, $to) = self::getSanitizedDateRange($request); |
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|
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return [ |
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'stats' => $reporting->getResponseGrowth($from, $to, ['person_id' => $agent->id]) |
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]; |
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} |
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|
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/** |
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* getPersonalSummary method will generate summary for specific agent |
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* This method will count closed tickets, open tickets, responses/interactions with ticket by agent within a date range |
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* @param Reporting $reporting |
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* @param Request $request |
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* @return array |
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*/ |
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public function getPersonalSummary(Reporting $reporting, Request $request) |
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{ |
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$agent = Helper::getAgentByUserId(get_current_user_id()); |
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|
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return [ |
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'summary' => $reporting->agentSummary($request->getSafe('from', 'sanitize_text_field'), $request->getSafe('to', 'sanitize_text_field'), $agent->id) |
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]; |
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} |
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|
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public function dayTimeStats(Reporting $reporting, Request $request) |
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{ |
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list($from, $to) = self::getSanitizedDateRange($request); |
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|
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$filter = [ |
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'report_type' => $request->getSafe('report_type', 'sanitize_text_field') ?: null, |
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'agent_id' => $request->getSafe('agent_id', 'intval') ?: null, |
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]; |
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|
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$results = $reporting->getQueryResults($from, $to, $filter); |
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|
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return $this->send([ |
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'stats' => $results |
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]); |
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} |
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|
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public function ticketResponseStats(Reporting $reporting, Request $request) |
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{ |
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|
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list($from, $to) = self::getSanitizedDateRange($request); |
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|
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$filter = [ |
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'person_type' => $request->getSafe('person_type', 'sanitize_text_field') ?: null, |
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'person_id' => $request->getSafe('person_id', 'intval') ?: null, |
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]; |
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|
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return $reporting->getTicketResponseStats($from, $to, $filter); |
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} |
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|
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/** |
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* getStats method will return statistics similar to getOverallReports but with filters |
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* Returns: New Tickets, Active Tickets, Closed Tickets, and Responses |
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* Filters: date_range, mailbox_id (business_box), product_id, agent_id, customer_id |
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* @param Request $request |
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* @return array |
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*/ |
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public function getStats(Request $request) |
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{ |
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list($from, $to) = self::getSanitizedDateRange($request); |
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|
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$filters = [ |
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'mailbox_id' => $request->getSafe('mailbox_id', 'intval') ?: $request->getSafe('business_box', 'intval'), |
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'product_id' => $request->getSafe('product_id', 'intval'), |
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'agent_id' => $request->getSafe('agent_id', 'intval'), |
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'customer_id' => $request->getSafe('customer_id', 'intval'), |
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]; |
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|
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$agentIds = self::getAgentIdsForGroup($request); |
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|
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$baseQuery = Ticket::query(); |
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foreach ($filters as $field => $value) { |
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if ($value) { |
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$baseQuery->where($field, $value); |
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} |
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} |
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|
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if ($agentIds !== null) { |
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$baseQuery->whereIn('agent_id', $agentIds); |
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} |
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|
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$applyDateRange = function($query, $dateField = 'created_at') use ($from, $to) { |
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if ($from && $to) { |
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$query->whereBetween($dateField, ["$from 00:00:00", "$to 23:59:59"]); |
| 370 |
} elseif ($from) { |
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$query->where($dateField, '>=', "$from 00:00:00"); |
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} elseif ($to) { |
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$query->where($dateField, '<=', "$to 23:59:59"); |
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} |
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}; |
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|
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$countTickets = function($status, $dateField = 'created_at') use ($baseQuery, $applyDateRange) { |
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$query = clone $baseQuery; |
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$query->where('status', $status); |
| 380 |
$applyDateRange($query, $dateField); |
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return $query->count(); |
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}; |
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|
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$newTickets = $countTickets('new'); |
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$closedTickets = $countTickets('closed', 'resolved_at'); |
| 386 |
|
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$openQuery = clone $baseQuery; |
| 388 |
$openQuery->where('status', '!=', 'closed'); |
| 389 |
$applyDateRange($openQuery); |
| 390 |
$openTickets = $openQuery->count(); |
| 391 |
|
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$responsesQuery = Conversation::query()->where('conversation_type', 'response'); |
| 393 |
|
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if (array_filter($filters) || $agentIds !== null) { |
| 395 |
$responsesQuery->whereHas('ticket', function ($q) use ($filters, $agentIds) { |
| 396 |
foreach ($filters as $field => $value) { |
| 397 |
if ($value) { |
| 398 |
$q->where($field, $value); |
| 399 |
} |
| 400 |
} |
| 401 |
if ($agentIds !== null) { |
| 402 |
$q->whereIn('agent_id', $agentIds); |
| 403 |
} |
| 404 |
}); |
| 405 |
} |
| 406 |
|
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$applyDateRange($responsesQuery, 'created_at'); |
| 408 |
$responses = $responsesQuery->count(); |
| 409 |
|
| 410 |
$agentId = $filters['agent_id']; |
| 411 |
|
| 412 |
if ($agentId) { |
| 413 |
$repliesQuery = Conversation::query() |
| 414 |
->where('person_id', $agentId) |
| 415 |
->where('conversation_type', 'response'); |
| 416 |
|
| 417 |
$applyDateRange($repliesQuery, 'created_at'); |
| 418 |
$totalReplies = $repliesQuery->count(); |
| 419 |
|
| 420 |
$stats = [ |
| 421 |
'total_replies' => $totalReplies, |
| 422 |
'new_tickets' => $newTickets, |
| 423 |
'closed_tickets' => $closedTickets, |
| 424 |
'responses' => $responses, |
| 425 |
'open_tickets' => $openTickets, |
| 426 |
]; |
| 427 |
} else { |
| 428 |
$activeTickets = $countTickets('active'); |
| 429 |
|
| 430 |
$stats = [ |
| 431 |
'new_tickets' => $newTickets, |
| 432 |
'active_tickets' => $activeTickets, |
| 433 |
'closed_tickets' => $closedTickets, |
| 434 |
'responses' => $responses, |
| 435 |
'open_tickets' => $openTickets, |
| 436 |
]; |
| 437 |
} |
| 438 |
|
| 439 |
$labels = [ |
| 440 |
'total_replies' => __('Total Replies', 'fluent-support'), |
| 441 |
'new_tickets' => __('New Tickets', 'fluent-support'), |
| 442 |
'active_tickets' => __('Active Tickets', 'fluent-support'), |
| 443 |
'closed_tickets' => __('Closed Tickets', 'fluent-support'), |
| 444 |
'responses' => __('Responses', 'fluent-support'), |
| 445 |
'open_tickets' => __('Open Tickets', 'fluent-support'), |
| 446 |
]; |
| 447 |
|
| 448 |
$overallReports = []; |
| 449 |
foreach ($stats as $key => $count) { |
| 450 |
$overallReports[$key] = [ |
| 451 |
'title' => $labels[$key] ?? ucwords(str_replace('_', ' ', (string) $key)), |
| 452 |
'key' => $key, |
| 453 |
'count' => $count, |
| 454 |
]; |
| 455 |
} |
| 456 |
|
| 457 |
return ['overall_reports' => $overallReports]; |
| 458 |
} |
| 459 |
|
| 460 |
} |
| 461 |
|
