| 1 |
<?php |
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|
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namespace FluentSupport\App\Modules\MCP\Tools; |
| 4 |
|
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use FluentSupport\App\Models\Agent; |
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use FluentSupport\App\Models\MailBox; |
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use FluentSupport\App\Models\Product; |
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use FluentSupport\App\Models\Ticket; |
| 9 |
use FluentSupport\App\Models\TicketTag; |
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use FluentSupport\App\Modules\MCP\Helpers\MCPHelper; |
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use FluentSupport\App\Modules\MCP\Support\PermissionGate; |
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use FluentSupport\App\Modules\MCP\Support\TicketAccessGuard; |
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use FluentSupport\App\Modules\PermissionManager; |
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use FluentSupport\App\Services\Helper; |
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use FluentSupport\App\Services\TicketHelper; |
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use FluentSupport\App\Services\Tickets\TicketService; |
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|
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class ManagementTools |
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{ |
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const CACHE_PREFIX = 'fsmcp_ctx_'; |
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const CACHE_TTL = 60; |
| 22 |
const MAX_AGENTS = 50; |
| 23 |
const MAX_BULK = 50; |
| 24 |
const MAX_TAG_NAMES = 20; |
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|
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public static function getSupportContext($params) |
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{ |
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$currentAgent = MCPHelper::resolveAgent(); |
| 29 |
if (!$currentAgent) { |
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return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 31 |
} |
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|
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$cacheKey = self::CACHE_PREFIX . $currentAgent->id; |
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$cached = get_transient($cacheKey); |
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if ($cached !== false) { |
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return $cached; |
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} |
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|
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$result = self::buildContext($currentAgent); |
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set_transient($cacheKey, $result, self::CACHE_TTL); |
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|
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return $result; |
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} |
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|
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private static function buildContext($currentAgent) |
| 46 |
{ |
| 47 |
$canSeeSensitive = PermissionManager::userCan('fst_sensitive_data'); |
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$restrictedMailboxes = PermissionManager::getRestrictedMailboxIds(); |
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|
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$agents = Agent::select(['id', 'first_name', 'last_name', 'email', 'status']) |
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->where('person_type', 'agent') |
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->where('first_name', '!=', '') |
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->whereNotNull('first_name') |
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->orderBy('first_name', 'ASC') |
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->get() |
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->map(function ($agent) use ($canSeeSensitive) { |
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$entry = [ |
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'id' => $agent->id, |
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'name' => MCPHelper::personName($agent), |
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'status' => $agent->status, |
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]; |
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if ($canSeeSensitive) { |
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$entry['email'] = $agent->email; |
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} |
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return $entry; |
| 66 |
})->toArray(); |
| 67 |
|
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$products = Product::select(['id', 'title', 'description']) |
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->orderBy('title', 'ASC') |
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->get() |
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->map(function ($p) { |
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return ['id' => $p->id, 'title' => $p->title, 'description' => $p->description ?: '']; |
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})->toArray(); |
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|
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$mailboxes = MailBox::select(['id', 'name', 'email']) |
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->get() |
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->map(function ($mb) use ($canSeeSensitive) { |
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$entry = ['id' => $mb->id, 'name' => $mb->name]; |
| 79 |
if ($canSeeSensitive) { |
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$entry['email'] = $mb->email; |
| 81 |
} |
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return $entry; |
| 83 |
})->toArray(); |
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|
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$tags = TicketTag::select(['id', 'title']) |
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->orderBy('title', 'ASC') |
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->get() |
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->toArray(); |
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|
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$statusCounts = Ticket::selectRaw('status, COUNT(*) as cnt') |
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->when($restrictedMailboxes, fn($q) => $q->whereNotIn('mailbox_id', $restrictedMailboxes)) |
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->groupBy('status') |
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->get() |
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->pluck('cnt', 'status'); |
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|
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$stats = [ |
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'total' => (int) $statusCounts->sum(), |
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'new' => (int) ($statusCounts['new'] ?? 0), |
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'active' => (int) ($statusCounts['active'] ?? 0), |
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'closed' => (int) ($statusCounts['closed'] ?? 0), |
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'unassigned' => Ticket::whereNull('agent_id') |
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->whereNotIn('status', ['closed']) |
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->when($restrictedMailboxes, fn($q) => $q->whereNotIn('mailbox_id', $restrictedMailboxes)) |
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->count(), |
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]; |
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|
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$ticketFields = ['id', 'title', 'status', 'priority', 'customer_id', 'agent_id', 'waiting_since', 'created_at', 'response_count', 'last_agent_response', 'last_customer_response']; |
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$eagerLoad = [ |
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'customer' => function ($q) { $q->select(['id', 'first_name', 'last_name', 'email']); }, |
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]; |
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|
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$slaSettings = PermissionGate::getSlaSettings(); |
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$firstResponseHours = $slaSettings['first_response_hours']; |
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$resolutionHours = $slaSettings['resolution_hours']; |
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|
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$now = strtotime(current_time('mysql')); |
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$firstResponseCutoff = date('Y-m-d H:i:s', $now - ($firstResponseHours * 3600)); |
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$resolutionCutoff = date('Y-m-d H:i:s', $now - ($resolutionHours * 3600)); |
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|
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$myQueueBase = static::scopedTicketQuery($ticketFields, $eagerLoad, $restrictedMailboxes) |
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->where('agent_id', $currentAgent->id) |
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->whereNotIn('status', ['closed']); |
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|
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// Split by who's turn it is instead of ranking both populations by raw waiting_since: |
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// an agent-last ticket idle for 12 days and a customer-last ticket waiting 12 days both |
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// have an old waiting_since, but only the latter needs a reply. Mixing them let stale |
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// agent-last tickets crowd the actionable ones out of the capped list. |
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$awaitingYourReplyQuery = (clone $myQueueBase)->waitingOnly(); |
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$awaitingYourReplyTotal = (clone $awaitingYourReplyQuery)->count(); |
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$awaitingYourReply = $awaitingYourReplyQuery |
| 131 |
->orderBy('waiting_since', 'ASC') |
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->limit(10) |
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->get() |
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->map(function ($t) use ($now) { return self::formatContextTicket($t, $now); }) |
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->toArray(); |
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|
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$awaitingCustomerQuery = (clone $myQueueBase)->where(function ($q) { |
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$q->whereColumn('last_customer_response', '<', 'last_agent_response'); |
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}); |
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$awaitingCustomerTotal = (clone $awaitingCustomerQuery)->count(); |
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$awaitingCustomer = $awaitingCustomerQuery |
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->orderBy('waiting_since', 'ASC') |
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->limit(5) |
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->get() |
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->map(function ($t) use ($now) { return self::formatContextTicket($t, $now); }) |
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->toArray(); |
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|
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$myQueue = [ |
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'awaiting_your_reply' => $awaitingYourReply, |
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'awaiting_your_reply_total' => $awaitingYourReplyTotal, |
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'awaiting_your_reply_truncated' => $awaitingYourReplyTotal > count($awaitingYourReply), |
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'awaiting_customer' => $awaitingCustomer, |
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'awaiting_customer_total' => $awaitingCustomerTotal, |
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'awaiting_customer_truncated' => $awaitingCustomerTotal > count($awaitingCustomer), |
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]; |
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|
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$unassigned = static::scopedTicketQuery($ticketFields, $eagerLoad, $restrictedMailboxes) |
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->whereNull('agent_id') |
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->whereNotIn('status', ['closed']) |
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->orderBy('created_at', 'ASC') |
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->limit(5) |
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->get() |
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->map(function ($t) use ($now) { return self::formatContextTicket($t, $now); }) |
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->toArray(); |
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|
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$longestWaiting = static::scopedTicketQuery($ticketFields, $eagerLoad, $restrictedMailboxes) |
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->whereNotIn('status', ['closed']) |
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->whereNotNull('waiting_since') |
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->orderBy('waiting_since', 'ASC') |
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->limit(5) |
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->get() |
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->map(function ($t) use ($now) { return self::formatContextTicket($t, $now); }) |
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->toArray(); |
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|
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$critical = static::scopedTicketQuery($ticketFields, $eagerLoad, $restrictedMailboxes) |
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->where('priority', 'critical') |
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->whereNotIn('status', ['closed']) |
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->orderBy('created_at', 'ASC') |
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->limit(5) |
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->get() |
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->map(function ($t) use ($now) { return self::formatContextTicket($t, $now); }) |
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->toArray(); |
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|
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$slaFirstResponse = static::scopedTicketQuery($ticketFields, $eagerLoad, $restrictedMailboxes) |
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->whereNotIn('status', ['closed']) |
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->where('response_count', 0) |
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->where('created_at', '<=', $firstResponseCutoff) |
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->orderBy('created_at', 'ASC') |
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->limit(5) |
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->get() |
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->map(function ($t) use ($now) { return self::formatContextTicket($t, $now); }) |
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->toArray(); |
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|
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$slaResolution = static::scopedTicketQuery($ticketFields, $eagerLoad, $restrictedMailboxes) |
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->whereNotIn('status', ['closed']) |
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->where('created_at', '<=', $resolutionCutoff) |
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->orderBy('created_at', 'ASC') |
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->limit(5) |
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->get() |
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->map(function ($t) use ($now) { return self::formatContextTicket($t, $now); }) |
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->toArray(); |
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|
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$guidelines = apply_filters('fluent_support/mcp_ai_guidelines', PermissionGate::getAiGuidelines()); |
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if (!$guidelines) { |
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$guidelines = 'Be professional and empathetic. Address customers by name. ' |
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. 'For triage, prioritize: critical priority first, then longest waiting, then unassigned. ' |
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. 'Always check the conversation history before replying. ' |
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. 'Use internal notes to document decisions or escalation reasons.'; |
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} |
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|
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$openCount = $stats['new'] + $stats['active']; |
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|
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return MCPHelper::envelope( |
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"Support context: {$openCount} open ticket(s), {$stats['unassigned']} unassigned", |
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[ |
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'you' => [ |
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'agent_id' => $currentAgent->id, |
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'name' => MCPHelper::personName($currentAgent), |
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'email' => $currentAgent->email, |
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], |
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'my_queue' => $myQueue, |
| 222 |
'needs_attention' => [ |
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'unassigned' => $unassigned, |
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'longest_waiting' => $longestWaiting, |
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'critical' => $critical, |
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'sla_breach' => [ |
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'no_first_response' => $slaFirstResponse, |
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'overdue_resolution' => $slaResolution, |
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'thresholds' => [ |
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'first_response' => $firstResponseHours . 'h', |
| 231 |
'resolution' => $resolutionHours . 'h', |
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], |
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], |
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], |
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'agents' => $agents, |
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'products' => $products, |
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'mailboxes' => $mailboxes, |
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'tags' => $tags, |
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'stats' => $stats, |
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'priorities' => ['normal', 'medium', 'critical'], |
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'statuses' => ['new', 'active', 'closed'], |
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'guidelines' => $guidelines, |
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] |
| 244 |
); |
| 245 |
} |
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|
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public static function invalidateSupportContextCache() |
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{ |
| 249 |
global $wpdb; |
| 250 |
$like = $wpdb->esc_like('_transient_' . self::CACHE_PREFIX) . '%'; |
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// phpcs:ignore WordPress.DB.DirectDatabaseQuery.DirectQuery, WordPress.DB.DirectDatabaseQuery.NoCaching |
| 252 |
$wpdb->query($wpdb->prepare("DELETE FROM {$wpdb->options} WHERE option_name LIKE %s", $like)); |
| 253 |
$like = $wpdb->esc_like('_transient_timeout_' . self::CACHE_PREFIX) . '%'; |
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// phpcs:ignore WordPress.DB.DirectDatabaseQuery.DirectQuery, WordPress.DB.DirectDatabaseQuery.NoCaching |
| 255 |
$wpdb->query($wpdb->prepare("DELETE FROM {$wpdb->options} WHERE option_name LIKE %s", $like)); |
| 256 |
} |
| 257 |
|
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/** |
| 259 |
* Build a ticket query scoped to the current agent's visibility, mirroring listTickets(). |
| 260 |
* |
| 261 |
* Applies the same `fluent_support/tickets_query_by_permission_ref` permission scope used by |
| 262 |
* TicketTools::listTickets so the "needs attention" lists never expose tickets — or the |
| 263 |
* customer names/emails they serialize — outside the agent's visibility scope. The |
| 264 |
* restricted-mailbox filter alone is not enough: an agent scoped to only their own tickets |
| 265 |
* must not enumerate other customers' tickets across the rest of the instance. |
| 266 |
*/ |
| 267 |
private static function scopedTicketQuery($ticketFields, $eagerLoad, $restrictedMailboxes) |
| 268 |
{ |
| 269 |
$query = Ticket::select($ticketFields)->with($eagerLoad); |
| 270 |
|
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do_action_ref_array('fluent_support/tickets_query_by_permission_ref', [&$query]); |
| 272 |
|
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if ($restrictedMailboxes) { |
| 274 |
$query->whereNotIn('mailbox_id', $restrictedMailboxes); |
| 275 |
} |
| 276 |
|
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return $query; |
| 278 |
} |
| 279 |
|
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private static function formatContextTicket($ticket, int $now) |
| 281 |
{ |
| 282 |
$item = [ |
| 283 |
'id' => $ticket->id, |
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'title' => $ticket->title, |
| 285 |
'status' => $ticket->status ?: 'new', |
| 286 |
'priority' => MCPHelper::normalizePriority($ticket->priority), |
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'response_count' => (int) $ticket->response_count, |
| 288 |
'last_reply_by' => $ticket->last_reply_by, |
| 289 |
]; |
| 290 |
|
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if ($ticket->relationLoaded('customer') && $ticket->customer) { |
| 292 |
$item['customer'] = MCPHelper::formatPersonSummary($ticket->customer); |
| 293 |
} |
| 294 |
|
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if ($ticket->waiting_since) { |
| 296 |
$wait = max(0, $now - strtotime($ticket->waiting_since)); |
| 297 |
$item['waiting'] = self::formatDuration($wait); |
| 298 |
} |
| 299 |
|
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return $item; |
| 301 |
} |
| 302 |
|
| 303 |
public static function assignTicket($params) |
| 304 |
{ |
| 305 |
$agent = MCPHelper::resolveAgent(); |
| 306 |
if (!$agent) { |
| 307 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 308 |
} |
| 309 |
|
| 310 |
$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 311 |
$newAgentId = (int) ($params['agent_id'] ?? 0); |
| 312 |
|
| 313 |
if (!$ticketId || !$newAgentId) { |
| 314 |
return MCPHelper::error('invalid_param', __('ticket_id and agent_id are required', 'fluent-support'), ['fields' => ['ticket_id', 'agent_id']]); |
| 315 |
} |
| 316 |
|
| 317 |
$ticket = Ticket::find($ticketId); |
| 318 |
if (!$ticket) { |
| 319 |
return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 320 |
} |
| 321 |
|
| 322 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 323 |
return $err; |
| 324 |
} |
| 325 |
|
| 326 |
$newAgent = MCPHelper::resolveAssignmentTarget($newAgentId, $ticket, 'agent_id'); |
| 327 |
if (is_wp_error($newAgent)) { |
| 328 |
return $newAgent; |
| 329 |
} |
| 330 |
|
| 331 |
MCPHelper::applyAgentAssignment($ticket, $newAgent, $agent); |
| 332 |
|
| 333 |
$agentName = MCPHelper::personName($newAgent); |
| 334 |
|
| 335 |
return MCPHelper::envelope( |
| 336 |
"Ticket #{$ticketId} assigned to {$agentName}", |
| 337 |
['agent' => MCPHelper::formatPersonSummary($newAgent)] |
| 338 |
); |
| 339 |
} |
| 340 |
|
| 341 |
public static function tagTicket($params) |
| 342 |
{ |
| 343 |
$agent = MCPHelper::resolveAgent(); |
| 344 |
if (!$agent) { |
| 345 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 346 |
} |
| 347 |
|
| 348 |
$ticketId = (int) ($params['ticket_id'] ?? 0); |
| 349 |
if (!$ticketId) { |
| 350 |
return MCPHelper::error('invalid_param', __('ticket_id is required', 'fluent-support'), ['fields' => ['ticket_id']]); |
| 351 |
} |
| 352 |
|
| 353 |
$ticket = Ticket::find($ticketId); |
| 354 |
if (!$ticket) { |
| 355 |
return MCPHelper::error('not_found', __('Ticket not found', 'fluent-support'), ['next_step' => 'Use list-tickets to find valid ticket IDs']); |
| 356 |
} |
| 357 |
|
| 358 |
if ($err = TicketAccessGuard::assert($ticket)) { |
| 359 |
return $err; |
| 360 |
} |
| 361 |
|
| 362 |
$addTagIds = array_map('intval', (array) ($params['add_tag_ids'] ?? [])); |
| 363 |
$removeTagIds = array_map('intval', (array) ($params['remove_tag_ids'] ?? [])); |
| 364 |
|
| 365 |
$addTagNames = array_values(array_unique(array_filter(array_map('sanitize_text_field', (array) ($params['add_tag_names'] ?? [])), function ($name) { |
| 366 |
return $name !== ''; |
| 367 |
}))); |
| 368 |
|
| 369 |
if (count($addTagNames) > self::MAX_TAG_NAMES) { |
| 370 |
return MCPHelper::error('invalid_param', sprintf(__('add_tag_names may not exceed %d items per request. Split into multiple calls.', 'fluent-support'), self::MAX_TAG_NAMES), ['fields' => ['add_tag_names'], 'limit' => self::MAX_TAG_NAMES]); |
| 371 |
} |
| 372 |
|
| 373 |
$namesResult = self::findOrCreateTagsByTitles($addTagNames); |
| 374 |
$failedTagNames = $namesResult['failed']; |
| 375 |
$createdAnyTag = $namesResult['created_any']; |
| 376 |
foreach ($namesResult['tags'] as $tag) { |
| 377 |
$addTagIds[] = (int) $tag->id; |
| 378 |
} |
| 379 |
|
| 380 |
if ($addTagIds) { |
| 381 |
$ticket->applyTags(array_unique($addTagIds)); |
| 382 |
} |
| 383 |
|
| 384 |
if ($removeTagIds) { |
| 385 |
$ticket->detachTags($removeTagIds); |
| 386 |
} |
| 387 |
|
| 388 |
if ($createdAnyTag) { |
| 389 |
self::invalidateSupportContextCache(); |
| 390 |
} |
| 391 |
|
| 392 |
$ticket->load('tags'); |
| 393 |
|
| 394 |
$summary = "Tags updated on ticket #{$ticketId}"; |
| 395 |
if ($failedTagNames) { |
| 396 |
$summary .= sprintf(__(' (failed to create: %s)', 'fluent-support'), implode(', ', $failedTagNames)); |
| 397 |
} |
| 398 |
|
| 399 |
$data = ['tags' => $ticket->tags->map(function ($tag) { |
| 400 |
return ['id' => $tag->id, 'title' => $tag->title]; |
| 401 |
})->toArray()]; |
| 402 |
|
| 403 |
if ($failedTagNames) { |
| 404 |
$data['failed_tag_names'] = array_values($failedTagNames); |
| 405 |
} |
| 406 |
|
| 407 |
return MCPHelper::envelope($summary, $data); |
| 408 |
} |
| 409 |
|
| 410 |
/** |
| 411 |
* Find an existing ticket tag by exact title match, or create one. |
| 412 |
* created_by is left unset so TicketTag::boot() applies its own |
| 413 |
* get_current_user_id() default — the same convention every other |
| 414 |
* tag-creation path (REST, UI) relies on; setting it here to an |
| 415 |
* agent/person id would mix two incompatible id spaces in the column. |
| 416 |
* |
| 417 |
* @return array{tag: ?TicketTag, created: bool}|null |
| 418 |
*/ |
| 419 |
private static function findOrCreateTag($title, $description = null) |
| 420 |
{ |
| 421 |
$title = trim($title); |
| 422 |
if ($title === '') { |
| 423 |
return null; |
| 424 |
} |
| 425 |
|
| 426 |
$existing = TicketTag::where('title', $title)->first(); |
| 427 |
if ($existing) { |
| 428 |
return ['tag' => $existing, 'created' => false]; |
| 429 |
} |
| 430 |
|
| 431 |
$data = ['title' => $title]; |
| 432 |
if ($description !== null) { |
| 433 |
$data['description'] = $description; |
| 434 |
} |
| 435 |
|
| 436 |
return ['tag' => TicketTag::create($data), 'created' => true]; |
| 437 |
} |
| 438 |
|
| 439 |
/** |
| 440 |
* Batched sibling of findOrCreateTag() for tag-ticket's add_tag_names — |
| 441 |
* resolves all titles with a single whereIn() lookup instead of one |
| 442 |
* query per name, then creates only the titles that didn't already |
| 443 |
* exist. Bounded by MAX_TAG_NAMES at the call site. |
| 444 |
* |
| 445 |
* @return array{tags: TicketTag[], created_any: bool, failed: string[]} |
| 446 |
*/ |
| 447 |
private static function findOrCreateTagsByTitles(array $titles) |
| 448 |
{ |
| 449 |
if (!$titles) { |
| 450 |
return ['tags' => [], 'created_any' => false, 'failed' => []]; |
| 451 |
} |
| 452 |
|
| 453 |
$existingByTitle = TicketTag::whereIn('title', $titles)->get()->keyBy('title'); |
| 454 |
|
| 455 |
$tags = []; |
| 456 |
$failed = []; |
| 457 |
$createdAny = false; |
| 458 |
|
| 459 |
foreach ($titles as $title) { |
| 460 |
$existing = $existingByTitle->get($title); |
| 461 |
if ($existing) { |
| 462 |
$tags[] = $existing; |
| 463 |
continue; |
| 464 |
} |
| 465 |
|
| 466 |
$tag = TicketTag::create(['title' => $title]); |
| 467 |
if ($tag && $tag->id) { |
| 468 |
$tags[] = $tag; |
| 469 |
$createdAny = true; |
| 470 |
} else { |
| 471 |
$failed[] = $title; |
| 472 |
} |
| 473 |
} |
| 474 |
|
| 475 |
return ['tags' => $tags, 'created_any' => $createdAny, 'failed' => $failed]; |
| 476 |
} |
| 477 |
|
| 478 |
public static function createTag($params) |
| 479 |
{ |
| 480 |
$agent = MCPHelper::resolveAgent(); |
| 481 |
if (!$agent) { |
| 482 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 483 |
} |
| 484 |
|
| 485 |
$title = sanitize_text_field($params['title'] ?? ''); |
| 486 |
if ($title === '') { |
| 487 |
return MCPHelper::error('invalid_param', __('title is required', 'fluent-support'), ['fields' => ['title']]); |
| 488 |
} |
| 489 |
|
| 490 |
$description = isset($params['description']) ? sanitize_textarea_field($params['description']) : null; |
| 491 |
|
| 492 |
$resolved = self::findOrCreateTag($title, $description); |
| 493 |
$tag = $resolved['tag'] ?? null; |
| 494 |
|
| 495 |
if (!$tag || !$tag->id) { |
| 496 |
return MCPHelper::error('failed', __('Failed to create tag', 'fluent-support'), ['retryable' => true]); |
| 497 |
} |
| 498 |
|
| 499 |
if ($resolved['created']) { |
| 500 |
self::invalidateSupportContextCache(); |
| 501 |
} |
| 502 |
|
| 503 |
$summary = $resolved['created'] |
| 504 |
? sprintf(__('Tag "%s" created', 'fluent-support'), $tag->title) |
| 505 |
: sprintf(__('Tag "%s" already exists', 'fluent-support'), $tag->title); |
| 506 |
|
| 507 |
return MCPHelper::envelope( |
| 508 |
$summary, |
| 509 |
['tag' => ['id' => $tag->id, 'title' => $tag->title], 'created' => $resolved['created']] |
| 510 |
); |
| 511 |
} |
| 512 |
|
| 513 |
public static function getSupportInsights($params) |
| 514 |
{ |
| 515 |
$agent = MCPHelper::resolveAgent(); |
| 516 |
if (!$agent) { |
| 517 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 518 |
} |
| 519 |
|
| 520 |
$period = sanitize_text_field($params['period'] ?? '7d'); |
| 521 |
$periodMap = ['24h' => 1, '7d' => 7, '30d' => 30, '90d' => 90]; |
| 522 |
$days = $periodMap[$period] ?? 7; |
| 523 |
$since = gmdate('Y-m-d H:i:s', strtotime("-{$days} days")); |
| 524 |
|
| 525 |
$restrictedMailboxes = PermissionManager::getRestrictedMailboxIds(); |
| 526 |
$scoped = function () use ($restrictedMailboxes) { |
| 527 |
$query = Ticket::query(); |
| 528 |
do_action_ref_array('fluent_support/tickets_query_by_permission_ref', [&$query]); |
| 529 |
if ($restrictedMailboxes) { |
| 530 |
$query->whereNotIn('mailbox_id', $restrictedMailboxes); |
| 531 |
} |
| 532 |
return $query; |
| 533 |
}; |
| 534 |
|
| 535 |
$periodTicketsQuery = $scoped()->where('created_at', '>=', $since); |
| 536 |
$closedInPeriodQuery = $scoped()->where('resolved_at', '>=', $since); |
| 537 |
|
| 538 |
// Response times — aggregates in SQL; bounded sample only for median. |
| 539 |
$rtBase = $scoped()->where('first_response_time', '>', 0)->where('created_at', '>=', $since); |
| 540 |
$rtAgg = (clone $rtBase)->selectRaw('COUNT(*) as cnt, AVG(first_response_time) as avg_val, MAX(first_response_time) as max_val, MIN(first_response_time) as min_val')->first(); |
| 541 |
$rtSample = ($rtAgg && (int) $rtAgg->cnt > 0) |
| 542 |
? (clone $rtBase)->orderByDesc('id')->limit(500)->pluck('first_response_time')->toArray() |
| 543 |
: []; |
| 544 |
|
| 545 |
// Resolution times — same pattern. |
| 546 |
$ctBase = (clone $closedInPeriodQuery)->where('total_close_time', '>', 0); |
| 547 |
$ctAgg = (clone $ctBase)->selectRaw('COUNT(*) as cnt, AVG(total_close_time) as avg_val, MAX(total_close_time) as max_val, MIN(total_close_time) as min_val')->first(); |
| 548 |
$ctSample = ($ctAgg && (int) $ctAgg->cnt > 0) |
| 549 |
? (clone $ctBase)->orderByDesc('id')->limit(500)->pluck('total_close_time')->toArray() |
| 550 |
: []; |
| 551 |
|
| 552 |
// Waiting — split by who's turn it is. last_reply_by=customer tickets are genuinely |
| 553 |
// waiting on an agent; last_reply_by=agent tickets only reflect how long the customer |
| 554 |
// has been idle since our last reply. A single blended average over both populations |
| 555 |
// measures mostly customer silence and hides how many tickets actually need a reply. |
| 556 |
$waitOnAgentBase = $scoped()->whereNotIn('status', ['closed'])->whereNotNull('waiting_since')->waitingOnly(); |
| 557 |
$waitOnCustomerBase = $scoped()->whereNotIn('status', ['closed'])->whereNotNull('waiting_since')->where(function ($q) { |
| 558 |
$q->whereColumn('last_customer_response', '<', 'last_agent_response'); |
| 559 |
}); |
| 560 |
$waitingOnAgent = self::computeWaitStats($waitOnAgentBase); |
| 561 |
$waitingOnCustomer = self::computeWaitStats($waitOnCustomerBase); |
| 562 |
|
| 563 |
$allAgents = Agent::where('person_type', 'agent') |
| 564 |
->whereNotNull('first_name') |
| 565 |
->where('first_name', '!=', '') |
| 566 |
->select(['id', 'first_name', 'last_name']) |
| 567 |
->get() |
| 568 |
->keyBy('id'); |
| 569 |
|
| 570 |
$agentWorkload = $scoped()->whereNotIn('status', ['closed']) |
| 571 |
->whereNotNull('agent_id') |
| 572 |
->selectRaw('agent_id, COUNT(*) as ticket_count') |
| 573 |
->groupBy('agent_id') |
| 574 |
->get() |
| 575 |
->keyBy('agent_id'); |
| 576 |
|
| 577 |
$agentClosedInPeriod = $scoped()->where('resolved_at', '>=', $since) |
| 578 |
->whereNotNull('agent_id') |
| 579 |
->selectRaw('agent_id, COUNT(*) as closed_count') |
| 580 |
->groupBy('agent_id') |
| 581 |
->get() |
| 582 |
->keyBy('agent_id'); |
| 583 |
|
| 584 |
$agentResponseTimes = $scoped()->where('first_response_time', '>', 0) |
| 585 |
->where('created_at', '>=', $since) |
| 586 |
->whereNotNull('agent_id') |
| 587 |
->selectRaw('agent_id, AVG(first_response_time) as avg_response_time') |
| 588 |
->groupBy('agent_id') |
| 589 |
->get() |
| 590 |
->keyBy('agent_id'); |
| 591 |
|
| 592 |
$agentResolutionTimes = $scoped()->where('resolved_at', '>=', $since) |
| 593 |
->where('total_close_time', '>', 0) |
| 594 |
->whereNotNull('agent_id') |
| 595 |
->selectRaw('agent_id, AVG(total_close_time) as avg_close_time') |
| 596 |
->groupBy('agent_id') |
| 597 |
->get() |
| 598 |
->keyBy('agent_id'); |
| 599 |
|
| 600 |
$agentIds = $allAgents->keys() |
| 601 |
->merge($agentWorkload->keys()) |
| 602 |
->merge($agentClosedInPeriod->keys()) |
| 603 |
->unique(); |
| 604 |
|
| 605 |
$performance = []; |
| 606 |
foreach ($agentIds as $agentId) { |
| 607 |
$agentModel = $allAgents->get($agentId); |
| 608 |
if (!$agentModel) { |
| 609 |
continue; |
| 610 |
} |
| 611 |
|
| 612 |
$entry = [ |
| 613 |
'agent_id' => $agentId, |
| 614 |
'agent_name' => MCPHelper::personName($agentModel), |
| 615 |
'open_tickets' => (int) ($agentWorkload->get($agentId)->ticket_count ?? 0), |
| 616 |
'closed_in_period' => (int) ($agentClosedInPeriod->get($agentId)->closed_count ?? 0), |
| 617 |
]; |
| 618 |
|
| 619 |
$avgResponse = $agentResponseTimes->get($agentId); |
| 620 |
$entry['avg_first_response'] = $avgResponse |
| 621 |
? self::formatDuration((float) $avgResponse->avg_response_time) |
| 622 |
: null; |
| 623 |
|
| 624 |
$avgResolution = $agentResolutionTimes->get($agentId); |
| 625 |
$entry['avg_resolution'] = $avgResolution |
| 626 |
? self::formatDuration((float) $avgResolution->avg_close_time) |
| 627 |
: null; |
| 628 |
|
| 629 |
$performance[] = $entry; |
| 630 |
} |
| 631 |
|
| 632 |
usort($performance, fn($a, $b) => $b['open_tickets'] - $a['open_tickets']); |
| 633 |
|
| 634 |
$truncatedAgents = count($performance) > self::MAX_AGENTS; |
| 635 |
if ($truncatedAgents) { |
| 636 |
$performance = array_slice($performance, 0, self::MAX_AGENTS); |
| 637 |
} |
| 638 |
|
| 639 |
$created = (clone $periodTicketsQuery)->count(); |
| 640 |
$closed = (clone $closedInPeriodQuery)->count(); |
| 641 |
|
| 642 |
return MCPHelper::envelope( |
| 643 |
"Support insights for {$period}: {$created} created, {$closed} closed", |
| 644 |
[ |
| 645 |
'period' => $period, |
| 646 |
'volume' => ['created' => $created, 'closed' => $closed], |
| 647 |
'first_response_time' => self::computeTimeStatsFromAgg($rtAgg, $rtSample), |
| 648 |
'resolution_time' => self::computeTimeStatsFromAgg($ctAgg, $ctSample), |
| 649 |
'waiting' => [ |
| 650 |
'waiting_on_agent' => $waitingOnAgent, |
| 651 |
'waiting_on_customer' => $waitingOnCustomer, |
| 652 |
], |
| 653 |
'agent_performance' => $performance, |
| 654 |
'agent_performance_truncated' => $truncatedAgents, |
| 655 |
] |
| 656 |
); |
| 657 |
} |
| 658 |
|
| 659 |
private static function computeTimeStatsFromAgg($agg, array $sample) |
| 660 |
{ |
| 661 |
if (!$agg || (int) $agg->cnt === 0) { |
| 662 |
return ['count' => 0, 'average' => null, 'median' => null, 'max' => null, 'min' => null]; |
| 663 |
} |
| 664 |
|
| 665 |
return [ |
| 666 |
'count' => (int) $agg->cnt, |
| 667 |
'average' => self::formatDuration((float) $agg->avg_val), |
| 668 |
'median' => self::formatDuration(self::median($sample)), |
| 669 |
'max' => self::formatDuration((float) $agg->max_val), |
| 670 |
'min' => self::formatDuration((float) $agg->min_val), |
| 671 |
]; |
| 672 |
} |
| 673 |
|
| 674 |
/** |
| 675 |
* Aggregate + bounded-sample-for-median pattern for a waiting_since-based population, |
| 676 |
* mirroring computeTimeStatsFromAgg() but for the TIMESTAMPDIFF-against-now duration used |
| 677 |
* by the two waiting populations (waiting_on_agent / waiting_on_customer) instead of a |
| 678 |
* stored duration column. |
| 679 |
*/ |
| 680 |
private static function computeWaitStats($baseQuery) |
| 681 |
{ |
| 682 |
$agg = (clone $baseQuery) |
| 683 |
->selectRaw('COUNT(*) as cnt, AVG(TIMESTAMPDIFF(SECOND, waiting_since, UTC_TIMESTAMP())) as avg_val, MAX(TIMESTAMPDIFF(SECOND, waiting_since, UTC_TIMESTAMP())) as max_val') |
| 684 |
->first(); |
| 685 |
$sample = ($agg && (int) $agg->cnt > 0) |
| 686 |
? (clone $baseQuery)->selectRaw('TIMESTAMPDIFF(SECOND, waiting_since, UTC_TIMESTAMP()) as wait_sec')->orderByDesc('id')->limit(500)->pluck('wait_sec')->toArray() |
| 687 |
: []; |
| 688 |
|
| 689 |
return [ |
| 690 |
'count' => $agg ? (int) $agg->cnt : 0, |
| 691 |
'average' => self::formatDuration($agg ? (float) $agg->avg_val : 0), |
| 692 |
'max' => self::formatDuration($agg ? (float) $agg->max_val : 0), |
| 693 |
'median' => self::formatDuration(self::median($sample)), |
| 694 |
]; |
| 695 |
} |
| 696 |
|
| 697 |
private static function median(array $values) |
| 698 |
{ |
| 699 |
if (empty($values)) { |
| 700 |
return 0; |
| 701 |
} |
| 702 |
sort($values); |
| 703 |
$count = count($values); |
| 704 |
$mid = (int) floor($count / 2); |
| 705 |
return ($count % 2 === 0) |
| 706 |
? ($values[$mid - 1] + $values[$mid]) / 2 |
| 707 |
: $values[$mid]; |
| 708 |
} |
| 709 |
|
| 710 |
private static function formatDuration($seconds) |
| 711 |
{ |
| 712 |
return MCPHelper::formatDuration($seconds); |
| 713 |
} |
| 714 |
|
| 715 |
public static function bulkAction($params) |
| 716 |
{ |
| 717 |
$agent = MCPHelper::resolveAgent(); |
| 718 |
if (!$agent) { |
| 719 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 720 |
} |
| 721 |
|
| 722 |
$ticketIds = array_map('intval', (array) ($params['ticket_ids'] ?? [])); |
| 723 |
$action = sanitize_text_field($params['action'] ?? ''); |
| 724 |
|
| 725 |
if (empty($ticketIds) || !$action) { |
| 726 |
return MCPHelper::error('invalid_param', __('ticket_ids and action are required', 'fluent-support'), ['fields' => ['ticket_ids', 'action']]); |
| 727 |
} |
| 728 |
|
| 729 |
if (count($ticketIds) > self::MAX_BULK) { |
| 730 |
return MCPHelper::error('invalid_param', sprintf(__('ticket_ids may not exceed %d items per request. Split into multiple calls.', 'fluent-support'), self::MAX_BULK), ['fields' => ['ticket_ids'], 'limit' => self::MAX_BULK]); |
| 731 |
} |
| 732 |
|
| 733 |
$allowedActions = ['close', 'assign', 'tag']; |
| 734 |
if (!in_array($action, $allowedActions)) { |
| 735 |
return MCPHelper::error('invalid_param', sprintf(__('action must be one of: %s', 'fluent-support'), implode(', ', $allowedActions)), ['fields' => ['action']]); |
| 736 |
} |
| 737 |
|
| 738 |
$assignTarget = null; |
| 739 |
if ($action === 'assign') { |
| 740 |
// Null ticket: each ticket's mailbox restriction is checked per-item |
| 741 |
// in the loop below, since the batch can span multiple mailboxes. |
| 742 |
$assignTarget = MCPHelper::resolveAssignmentTarget($params['agent_id'] ?? 0, null, 'agent_id'); |
| 743 |
if (is_wp_error($assignTarget)) { |
| 744 |
return $assignTarget; |
| 745 |
} |
| 746 |
} |
| 747 |
|
| 748 |
if ($action === 'tag') { |
| 749 |
$tagIds = array_map('intval', (array) ($params['tag_ids'] ?? [])); |
| 750 |
if (empty($tagIds)) { |
| 751 |
return MCPHelper::error('invalid_param', __('tag_ids is required for the tag action', 'fluent-support'), ['fields' => ['tag_ids']]); |
| 752 |
} |
| 753 |
} |
| 754 |
|
| 755 |
$tickets = Ticket::whereIn('id', $ticketIds)->get(); |
| 756 |
$ticketService = new TicketService(); |
| 757 |
$results = []; |
| 758 |
$foundIds = $tickets->pluck('id')->toArray(); |
| 759 |
|
| 760 |
foreach ($ticketIds as $tid) { |
| 761 |
if (!in_array($tid, $foundIds)) { |
| 762 |
$results[] = ['id' => $tid, 'status' => 'not_found']; |
| 763 |
} |
| 764 |
} |
| 765 |
|
| 766 |
foreach ($tickets as $ticket) { |
| 767 |
if (TicketAccessGuard::assert($ticket)) { |
| 768 |
$results[] = ['id' => $ticket->id, 'status' => 'forbidden']; |
| 769 |
continue; |
| 770 |
} |
| 771 |
|
| 772 |
// Isolate each ticket: a failure on one (e.g. inside close(), |
| 773 |
// onAgentChange(), or applyTags()) must not abort the whole batch. |
| 774 |
try { |
| 775 |
switch ($action) { |
| 776 |
case 'close': |
| 777 |
if ($ticket->status === 'closed') { |
| 778 |
$results[] = ['id' => $ticket->id, 'status' => 'already_closed']; |
| 779 |
} else { |
| 780 |
$ticketService->close($ticket, $agent); |
| 781 |
$results[] = ['id' => $ticket->id, 'status' => 'closed']; |
| 782 |
} |
| 783 |
break; |
| 784 |
|
| 785 |
case 'assign': |
| 786 |
if (TicketAccessGuard::assertAssignableAgent($ticket, $assignTarget)) { |
| 787 |
$results[] = ['id' => $ticket->id, 'status' => 'mailbox_restricted']; |
| 788 |
break; |
| 789 |
} |
| 790 |
MCPHelper::applyAgentAssignment($ticket, $assignTarget, $agent); |
| 791 |
$results[] = ['id' => $ticket->id, 'status' => 'assigned']; |
| 792 |
break; |
| 793 |
|
| 794 |
case 'tag': |
| 795 |
$tagIds = array_map('intval', (array) ($params['tag_ids'] ?? [])); |
| 796 |
$ticket->applyTags($tagIds); |
| 797 |
$results[] = ['id' => $ticket->id, 'status' => 'tagged']; |
| 798 |
break; |
| 799 |
} |
| 800 |
} catch (\Exception $e) { |
| 801 |
$results[] = ['id' => $ticket->id, 'status' => 'error', 'message' => $e->getMessage()]; |
| 802 |
} |
| 803 |
} |
| 804 |
|
| 805 |
$processed = count(array_filter($results, function ($r) { |
| 806 |
return !in_array($r['status'], ['not_found', 'forbidden', 'mailbox_restricted', 'error']); |
| 807 |
})); |
| 808 |
|
| 809 |
$total = count($ticketIds); |
| 810 |
$verbMap = ['close' => 'closed', 'assign' => 'assigned', 'tag' => 'tagged']; |
| 811 |
$verb = $verbMap[$action] ?? $action; |
| 812 |
|
| 813 |
return MCPHelper::envelope( |
| 814 |
"{$processed} of {$total} ticket(s) {$verb}", |
| 815 |
['results' => $results], |
| 816 |
['processed' => $processed, 'total' => $total] |
| 817 |
); |
| 818 |
} |
| 819 |
|
| 820 |
public static function getMentions($params) |
| 821 |
{ |
| 822 |
$agent = MCPHelper::resolveAgent(); |
| 823 |
if (!$agent) { |
| 824 |
return MCPHelper::error('unauthorized', __('No agent found for current user', 'fluent-support')); |
| 825 |
} |
| 826 |
|
| 827 |
$notificationSettings = new \FluentSupport\App\Services\Notifications\NotificationSettings(); |
| 828 |
if (!$notificationSettings->canUseNotificationTables(true)) { |
| 829 |
return MCPHelper::error('not_available', __('Internal notifications are not enabled. Enable them in Fluent Support Settings > Notifications.', 'fluent-support'), [ |
| 830 |
'next_step' => 'Enable internal notifications in Fluent Support admin settings', |
| 831 |
]); |
| 832 |
} |
| 833 |
|
| 834 |
['page' => $page, 'per_page' => $perPage] = MCPHelper::pagination($params, 15); |
| 835 |
|
| 836 |
$status = sanitize_text_field($params['status'] ?? 'all'); |
| 837 |
if (!in_array($status, ['all', 'unread', 'read'], true)) { |
| 838 |
$status = 'all'; |
| 839 |
} |
| 840 |
|
| 841 |
$filters = [ |
| 842 |
'category' => \FluentSupport\App\Services\Notifications\NotificationCategory::MENTIONS, |
| 843 |
]; |
| 844 |
|
| 845 |
if ($status !== 'all') { |
| 846 |
$filters['status'] = $status; |
| 847 |
} |
| 848 |
|
| 849 |
if (!empty($params['ticket_id'])) { |
| 850 |
$filters['ticket_id'] = (int) $params['ticket_id']; |
| 851 |
} |
| 852 |
|
| 853 |
$queryService = new \FluentSupport\App\Services\Notifications\NotificationQueryService(); |
| 854 |
$query = $queryService->getNotificationsForPerson($agent->id, $filters); |
| 855 |
|
| 856 |
if (!$query) { |
| 857 |
return MCPHelper::error('not_available', __('Internal notifications are not enabled.', 'fluent-support')); |
| 858 |
} |
| 859 |
|
| 860 |
$paginated = $query->paginate($perPage, ['*'], 'page', $page); |
| 861 |
|
| 862 |
$unreadCount = (new \FluentSupport\App\Services\Notifications\NotificationQueryService()) |
| 863 |
->getUnreadCount($agent->id, ['category' => \FluentSupport\App\Services\Notifications\NotificationCategory::MENTIONS]); |
| 864 |
|
| 865 |
$mentions = []; |
| 866 |
foreach ($paginated->items() as $notification) { |
| 867 |
$payload = $notification->getPayloadAttribute($notification->getRawOriginal('payload') ?? null); |
| 868 |
if (!is_array($payload)) { |
| 869 |
$payload = []; |
| 870 |
} |
| 871 |
|
| 872 |
$readStatus = null; |
| 873 |
if ($notification->relationLoaded('recipients') && $notification->recipients->isNotEmpty()) { |
| 874 |
$recipient = $notification->recipients->first(); |
| 875 |
$readStatus = (bool) $recipient->is_read; |
| 876 |
} |
| 877 |
|
| 878 |
$actor = $notification->relationLoaded('actor') ? $notification->actor : null; |
| 879 |
$ticket = $notification->relationLoaded('ticket') ? $notification->ticket : null; |
| 880 |
$actorName = $actor ? MCPHelper::personName($actor) : (__('Someone', 'fluent-support')); |
| 881 |
$ticketTitle = $ticket ? $ticket->title : ($payload['ticket_title'] ?? null); |
| 882 |
|
| 883 |
$summary = $ticketTitle |
| 884 |
? sprintf(__('%1$s mentioned you in "%2$s"', 'fluent-support'), $actorName, $ticketTitle) |
| 885 |
: sprintf(__('%1$s mentioned you', 'fluent-support'), $actorName); |
| 886 |
|
| 887 |
$mention = [ |
| 888 |
'id' => $notification->id, |
| 889 |
'summary' => $summary, |
| 890 |
'is_read' => $readStatus, |
| 891 |
'ticket_id' => $notification->ticket_id, |
| 892 |
'ticket_title' => $ticketTitle, |
| 893 |
'conversation_id' => $notification->conversation_id, |
| 894 |
'mentioned_by' => $actor ? MCPHelper::formatPersonSummary($actor) : null, |
| 895 |
'content_preview' => isset($payload['content_preview']) ? sanitize_text_field($payload['content_preview']) : null, |
| 896 |
'created_at' => MCPHelper::toIso8601($notification->created_at), |
| 897 |
]; |
| 898 |
|
| 899 |
$mentions[] = $mention; |
| 900 |
} |
| 901 |
|
| 902 |
$total = $paginated->total(); |
| 903 |
|
| 904 |
return MCPHelper::envelope( |
| 905 |
sprintf( |
| 906 |
_n('Found %d mention', 'Found %d mentions', $total, 'fluent-support'), |
| 907 |
$total |
| 908 |
) . ($unreadCount ? " ({$unreadCount} unread)" : ''), |
| 909 |
['mentions' => $mentions, 'unread_count' => $unreadCount], |
| 910 |
MCPHelper::pagingMeta($paginated) |
| 911 |
); |
| 912 |
} |
| 913 |
|
| 914 |
public static function listWorkflows($params) |
| 915 |
{ |
| 916 |
if (!class_exists('\FluentSupportPro\App\Models\Workflow')) { |
| 917 |
return MCPHelper::error('not_available', __('Workflows require Fluent Support Pro', 'fluent-support')); |
| 918 |
} |
| 919 |
|
| 920 |
['page' => $page, 'per_page' => $perPage] = MCPHelper::pagination($params); |
| 921 |
|
| 922 |
$query = \FluentSupportPro\App\Models\Workflow::query(); |
| 923 |
|
| 924 |
$status = sanitize_text_field($params['status'] ?? 'published'); |
| 925 |
if ($status !== 'all') { |
| 926 |
$query->where('status', $status); |
| 927 |
} |
| 928 |
|
| 929 |
if (!empty($params['trigger_type'])) { |
| 930 |
$query->where('trigger_type', sanitize_text_field($params['trigger_type'])); |
| 931 |
} |
| 932 |
|
| 933 |
$paginated = $query->with([ |
| 934 |
'actions' => fn($q) => $q->select(['id', 'workflow_id', 'title', 'action_name']), |
| 935 |
])->orderBy('priority', 'ASC')->paginate($perPage, ['*'], 'page', $page); |
| 936 |
|
| 937 |
$triggerLabels = [ |
| 938 |
'fluent_support/ticket_created' => 'When a new ticket is created', |
| 939 |
'fluent_support/response_added_by_customer' => 'When a customer replies', |
| 940 |
'fluent_support/ticket_closed' => 'When a ticket is closed', |
| 941 |
]; |
| 942 |
|
| 943 |
$total = $paginated->total(); |
| 944 |
|
| 945 |
$workflows = array_map(function ($wf) use ($triggerLabels) { |
| 946 |
return [ |
| 947 |
'id' => $wf->id, |
| 948 |
'title' => $wf->title, |
| 949 |
'status' => $wf->status, |
| 950 |
'trigger_type' => $wf->trigger_type, |
| 951 |
'trigger_key' => sanitize_text_field($wf->trigger_key), |
| 952 |
'trigger_label' => $triggerLabels[$wf->trigger_key] ?? sanitize_text_field($wf->trigger_key), |
| 953 |
'actions' => $wf->actions->map(fn($a) => [ |
| 954 |
'action' => $a->action_name, |
| 955 |
'title' => $a->title, |
| 956 |
])->toArray(), |
| 957 |
'last_ran_at' => MCPHelper::toIso8601($wf->last_ran_at), |
| 958 |
]; |
| 959 |
}, $paginated->items()); |
| 960 |
|
| 961 |
return MCPHelper::envelope( |
| 962 |
sprintf(_n('Found %d workflow', 'Found %d workflows', $total, 'fluent-support'), $total), |
| 963 |
['workflows' => $workflows], |
| 964 |
MCPHelper::pagingMeta($paginated) |
| 965 |
); |
| 966 |
} |
| 967 |
} |
| 968 |
|
