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

AgentTrait.php in Fluent Support – Helpdesk & Customer Support Ticket System 2.3.1, at app/Models/Traits/AgentTrait.php

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1	<?php
2
3	namespace FluentSupport\App\Models\Traits;
4
5	use FluentSupport\App\Models\Attachment;
6	use FluentSupport\App\Models\Conversation;
7	use FluentSupport\App\Models\Product;
8	use FluentSupport\App\Models\AgentGroup;
9	use FluentSupport\App\Models\TagPivot;
10	use FluentSupport\App\Models\Ticket;
11	use FluentSupport\App\Modules\PermissionManager;
12	use FluentSupport\App\Models\Person;
13	use FluentSupport\App\Modules\Reporting\Reporting;
14	use FluentSupport\App\Modules\StatModule;
15	use FluentSupport\App\Services\TicketHelper;
16	use FluentSupport\Framework\Support\Arr;
17	use Exception;
18
19	trait AgentTrait
20	{
21	public function getAgents($search)
22	{
23	$agents = static::latest()
24	->searchBy($search)
25	->paginate();
26
27	foreach ($agents as $agent) {
28	$agent->permissions = PermissionManager::getUserPermissions($agent->user_id);
29
30	if ($agent->user_id) {
31	$agent->user_profile = admin_url('user-edit.php?user_id=' . $agent->user_id);
32	}
33
34	$agent->replies_count = Conversation::where('person_id', $agent->id)->count();
35	$agent->interactions_count = Conversation::where('person_id', $agent->id)->groupBy('ticket_id')->get()->count();
36
37	$agent->telegram_chat_id = $agent->getMeta('telegram_chat_id');
38	$agent->slack_user_id = $agent->getMeta('slack_user_id');
39	$agent->whatsapp_number = $agent->getMeta('whatsapp_number');
40	$agent->restrictions = $agent->getMeta('agent_restrictions', [
41	'restrictedBusinessBoxes' => [],
42	'businessBoxRestrictions' => false
43	]);
44
45	$agent->agent_signature = $agent->getMeta('agent_signature', '');
46	$agent->agent_signature_enabled = $agent->getMeta('agent_signature_enabled', 'no');
47
48	$agent->groups = $agent->groups()->select(['fs_taggables.id', 'title'])->get();
49	}
50
51	return $agents;
52	}
53
54	public function createAgent(array $data)
55	{
56	if (!$user = get_user_by('email', $data['email'])) {
57	throw new \Exception('Sorry, Connected user could not be found with the provided email address');
58	}
59
60	$data = $this->setAgentInfo($data, $user);
61
62	// check if another agent has same email address
63	$person = Person::where('email', $data['email'])->first();
64
65	if ($person) {
66	throw new \Exception('Sorry, Another agent/person exist with the same email address. Please use a different email address');
67	}
68
69
70	$agent = $this->setAgentMeta($user, $data, static::create($data));
71
72	$defaultGroup = AgentGroup::whereNotNull('settings')->get()->first(function ($group) {
73	return !empty($group->settings['is_default']);
74	});
75
76	if ($defaultGroup) {
77	TagPivot::create([
78	'tag_id' => $defaultGroup->id,
79	'source_id' => $agent->id,
80	'source_type' => 'agent_group',
81	]);
82	}
83
84	return $agent;
85	}
86
87	/**
88	* Method to update agent info
89	* @param array $data
90	* @param $agent
91	* @return object
92	* @throws Exception
93	*/
94	public function updateAgent(array $data, object $agent)
95	{
96	if (!$user = get_user_by('ID', $agent->user_id)) {
97	throw new \Exception('Sorry, Connected user could not be found with the provided email address');
98	}
99
100	PermissionManager::attachPermissions($user, Arr::get($data, 'permissions', []));
101
102	$updateData = Arr::only($data, ['first_name', 'last_name', 'title']);
103	$updateData['user_id'] = $user->ID;
104	$updateData['email'] = $user->user_email;
105
106	static::where('id', $agent->id)
107	->update($updateData);
108
109	$agent = $this->setAgentMeta($user, $data, $agent);
110
111	return $agent;
112	}
113
114
115	/**
116	* This method will delete an agent by agent id
117	* @param int $fallBackAgentId
118	* @param int $agentId
119	* @return void
120	* @throws Exception
121	*/
122	public function deleteAgent($fallBackAgentId, $agentId)
123	{
124	if ($fallBackAgentId == $agentId) {
125	throw new \Exception('Old Agent and New agent is same person');
126	}
127
128	$agent = static::findOrFail($agentId);
129
130	PermissionManager::detachPermissions($agent->user_id);
131
132	try {
133	$newAgent = static::findOrFail($fallBackAgentId);
134	} catch (\Exception $e) {
135	throw new \Exception('Fallback agent could not be found');
136	}
137
138	$this->assignDataToFallbackAgent($agent->id, $newAgent);
139
140	TagPivot::where('source_id', $agent->id)
141	->where('source_type', 'agent_group')
142	->delete();
143
144	$agent->deleteAllMeta();
145
146	static::where('id', $agentId)->delete();
147	}
148
149	/**
150	* This method will assign data to fallback agent
151	* @param int $agentId
152	* @param object $newAgent
153	* @return void
154	*/
155	private function assignDataToFallbackAgent($agentId, $newAgent)
156	{
157	Attachment::where('person_id', $agentId)->update([
158	'person_id' => $newAgent->id
159	]);
160
161	Conversation::where('person_id', $agentId)->update([
162	'person_id' => $newAgent->id
163	]);
164
165	Product::where('created_by', $agentId)->update([
166	'created_by' => $newAgent->id
167	]);
168
169	Ticket::where('agent_id', $agentId)->update([
170	'agent_id' => $newAgent->id
171	]);
172	}
173
174	public function getAgentStat($stats, $with, $agentId)
175	{
176	if (PermissionManager::currentUserCan('fst_manage_unassigned_tickets')) {
177	$stats['unassigned_tickets'] = [
178	'title' => __('Unassigned Tickets', 'fluent-support'),
179	'count' => Ticket::whereNull('agent_id')->where('status', '!=', 'closed')->count()
180	];
181	}
182
183	$data = [
184	'stats' => $stats
185	];
186
187	return $this->agentDashboardWidgets($data, $with, $agentId);
188	}
189
190	private function agentDashboardWidgets($data, $with, $agentId)
191	{
192	//If the request come with suggested_tickets
193	if (in_array('suggested_tickets', $with)) {
194	//Get suggested tickets from ticketHelper
195	$data['suggested_tickets'] = TicketHelper::getSuggestedTickets($agentId);
196	}
197
198	//If the request come with mentioned_tickets
199	if (defined('FLUENTSUPPORTPRO') && in_array('ticket_to_watch', $with)) {
200	//Get the overall statistics by the agent
201	$data['ticket_to_watch'] = TicketHelper::getTicketsToWatch();
202	}
203
204	//If the request come with overall_stats
205	if (in_array('overall_stats', $with)) {
206	//Get overall status
207	$data['overall_stats'] = (new Reporting())->getActiveStats();
208	}
209
210	//If the request come with individual_stat
211	if (in_array('individual_stat', $with)) {
212	//get overall statistics by agent id
213	$data['individual_stat'] = (new Reporting())->getActiveStatByAgent($agentId);
214	}
215	//If the request come with my_overall_stats
216	if (in_array('my_overall_stats', $with)) {
217	//Get the overall statistics by the agent
218	$data['my_overall_stats'] = StatModule::getAgentOverallStats($agentId);
219	}
220
221	if (in_array('tickets_by_products', $with)) {
222	//Get tickets by product which are waiting for agent reply
223	$data['tickets_by_product'] = StatModule::getActiveTicketsByProductStats();
224	}
225
226	return $data;
227	}
228
229	/**
230	* Method to set agent info
231	* @param array $data
232	* @param $user
233	* @return array
234	*/
235	private function setAgentInfo(array $data, $user)
236	{
237	$data['user_id'] = $user->ID;
238
239	if (empty($data['first_name'])) {
240	$data['first_name'] = $user->first_name;
241	}
242
243	if (empty($data['last_name'])) {
244	$data['last_name'] = $user->last_name;
245	}
246
247	return $data;
248	}
249
250	/**
251	* Method to set agent meta data
252	* @param $user
253	* @param array $data
254	* @param object $agent
255	* @return object
256	*/
257	private function setAgentMeta($user, $data, $agent)
258	{
259	PermissionManager::attachPermissions($user, Arr::get($data, 'permissions', []));
260
261	if (isset($data['telegram_chat_id'])) {
262	$chatId = sanitize_text_field($data['telegram_chat_id']);
263	$agent->updateMeta('telegram_chat_id', $chatId);
264	$agent->telegram_chat_id = $chatId;
265	}
266
267	if (isset($data['slack_user_id'])) {
268	$chatId = sanitize_text_field($data['slack_user_id']);
269	$agent->updateMeta('slack_user_id', $chatId);
270	$agent->slack_user_id = $chatId;
271	}
272
273	if (isset($data['whatsapp_number'])) {
274	$whatsappNumber = sanitize_text_field($data['whatsapp_number']);
275	$agent->updateMeta('whatsapp_number', $whatsappNumber);
276	$agent->whatsapp_number = $whatsappNumber;
277	}
278
279	if (isset($data['restrictions'])) {
280	$restrictedBusinessBoxes = $data['restrictions']['restrictedBusinessBoxes'] ?? [];
281	$businessBoxRestrictions = filter_var($data['restrictions']['businessBoxRestrictions'] ?? false, FILTER_VALIDATE_BOOLEAN);
282
283	$restrictions = [
284	'restrictedBusinessBoxes' => is_array($restrictedBusinessBoxes) ? array_map('intval', $restrictedBusinessBoxes) : [],
285	'businessBoxRestrictions' => $businessBoxRestrictions
286	];
287
288	$agent->updateMeta('agent_restrictions', $restrictions);
289	$agent->restrictions = $restrictions;
290	}
291
292	if (isset($data['agent_signature'])) {
293	$agent->updateMeta('agent_signature', $data['agent_signature']);
294	$agent->agent_signature = $data['agent_signature'];
295	}
296
297	if (isset($data['agent_signature_enabled'])) {
298	$agent->updateMeta('agent_signature_enabled', $data['agent_signature_enabled']);
299	$agent->agent_signature_enabled = $data['agent_signature_enabled'];
300	}
301
302	return $agent;
303	}
304
305	public function agentInsights($search)
306	{
307	$agents = static::latest()
308	->select('id', 'first_name', 'last_name', 'email', 'user_id')
309	->searchBy($search)
310	->get();
311
312	foreach ($agents as $agent) {
313	$agent->permissions = PermissionManager::getUserPermissions($agent->user_id);
314
315	if ($agent->user_id) {
316	$agent->user_profile = admin_url('user-edit.php?user_id=' . $agent->user_id);
317	}
318
319	$agent->restrictions = $agent->getMeta('agent_restrictions', [
320	'restrictedBusinessBoxes' => [],
321	'businessBoxRestrictions' => false
322	]);
323	}
324
325	return $agents;
326	}
327	}
328