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

AgentTrait.php in Fluent Support – Helpdesk & Customer Support Ticket System 2.4.0, 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\App\Services\Tickets\AgentTicketAccess;
17	use FluentSupport\Framework\Support\Arr;
18	use Exception;
19
20	trait AgentTrait
21	{
22	public function getAgents($search)
23	{
24	$agents = static::latest()
25	->searchBy($search)
26	->paginate();
27
28	foreach ($agents as $agent) {
29	$agent->permissions = PermissionManager::getUserPermissions($agent->user_id);
30
31	if ($agent->user_id) {
32	$agent->user_profile = admin_url('user-edit.php?user_id=' . $agent->user_id);
33	}
34
35	$agent->replies_count = Conversation::where('person_id', $agent->id)->count();
36	$agent->interactions_count = Conversation::where('person_id', $agent->id)->groupBy('ticket_id')->get()->count();
37
38	$agent->telegram_chat_id = $agent->getMeta('telegram_chat_id');
39	$agent->slack_user_id = $agent->getMeta('slack_user_id');
40	$agent->whatsapp_number = $agent->getMeta('whatsapp_number');
41	$agent->restrictions = $agent->getMeta('agent_restrictions', [
42	'restrictedBusinessBoxes' => [],
43	'businessBoxRestrictions' => false
44	]);
45
46	$agent->agent_signature = $agent->getMeta('agent_signature', '');
47	$agent->agent_signature_enabled = $agent->getMeta('agent_signature_enabled', 'no');
48
49	$agent->groups = $agent->groups()->select(['fs_taggables.id', 'title'])->get();
50	}
51
52	return $agents;
53	}
54
55	public function createAgent(array $data)
56	{
57	if (!$user = get_user_by('email', $data['email'])) {
58	throw new \Exception('Sorry, Connected user could not be found with the provided email address');
59	}
60
61	$data = $this->setAgentInfo($data, $user);
62
63	// check if another agent has same email address
64	$person = Person::where('email', $data['email'])->first();
65
66	if ($person) {
67	throw new \Exception('Sorry, Another agent/person exist with the same email address. Please use a different email address');
68	}
69
70
71	$agent = $this->setAgentMeta($user, $data, static::create($data));
72
73	$defaultGroup = AgentGroup::whereNotNull('settings')->get()->first(function ($group) {
74	return !empty($group->settings['is_default']);
75	});
76
77	if ($defaultGroup) {
78	TagPivot::create([
79	'tag_id' => $defaultGroup->id,
80	'source_id' => $agent->id,
81	'source_type' => 'agent_group',
82	]);
83	}
84
85	return $agent;
86	}
87
88	/**
89	* Method to update agent info
90	* @param array $data
91	* @param $agent
92	* @return object
93	* @throws Exception
94	*/
95	public function updateAgent(array $data, object $agent)
96	{
97	if (!$user = get_user_by('ID', $agent->user_id)) {
98	throw new \Exception('Sorry, Connected user could not be found with the provided email address');
99	}
100
101	PermissionManager::attachPermissions($user, Arr::get($data, 'permissions', []));
102
103	$updateData = Arr::only($data, ['first_name', 'last_name', 'title']);
104	$updateData['user_id'] = $user->ID;
105	$updateData['email'] = $user->user_email;
106
107	static::where('id', $agent->id)
108	->update($updateData);
109
110	$agent = $this->setAgentMeta($user, $data, $agent);
111
112	return $agent;
113	}
114
115
116	/**
117	* This method will delete an agent by agent id
118	* @param int $fallBackAgentId
119	* @param int $agentId
120	* @return void
121	* @throws Exception
122	*/
123	public function deleteAgent($fallBackAgentId, $agentId)
124	{
125	if ($fallBackAgentId == $agentId) {
126	throw new \Exception('Old Agent and New agent is same person');
127	}
128
129	$agent = static::findOrFail($agentId);
130
131	PermissionManager::detachPermissions($agent->user_id);
132
133	try {
134	$newAgent = static::findOrFail($fallBackAgentId);
135	} catch (\Exception $e) {
136	throw new \Exception('Fallback agent could not be found');
137	}
138
139	$this->assignDataToFallbackAgent($agent->id, $newAgent);
140
141	TagPivot::where('source_id', $agent->id)
142	->where('source_type', 'agent_group')
143	->delete();
144
145	$agent->deleteAllMeta();
146
147	static::where('id', $agentId)->delete();
148	}
149
150	/**
151	* This method will assign data to fallback agent
152	* @param int $agentId
153	* @param object $newAgent
154	* @return void
155	*/
156	private function assignDataToFallbackAgent($agentId, $newAgent)
157	{
158	Attachment::where('person_id', $agentId)->update([
159	'person_id' => $newAgent->id
160	]);
161
162	Conversation::where('person_id', $agentId)->update([
163	'person_id' => $newAgent->id
164	]);
165
166	Product::where('created_by', $agentId)->update([
167	'created_by' => $newAgent->id
168	]);
169
170	Ticket::where('agent_id', $agentId)->update([
171	'agent_id' => $newAgent->id
172	]);
173	}
174
175	public function getAgentStat($stats, $with, $agentId)
176	{
177	if (PermissionManager::currentUserCan('fst_manage_unassigned_tickets')) {
178	$stats['unassigned_tickets'] = [
179	'title' => __('Unassigned Tickets', 'fluent-support'),
180	'count' => Ticket::whereNull('agent_id')->where('status', '!=', 'closed')->count()
181	];
182	}
183
184	$data = [
185	'stats' => $stats
186	];
187
188	return $this->agentDashboardWidgets($data, $with, $agentId);
189	}
190
191	private function agentDashboardWidgets($data, $with, $agentId)
192	{
193	//If the request come with suggested_tickets
194	if (in_array('suggested_tickets', $with)) {
195	//Get suggested tickets from ticketHelper
196	$data['suggested_tickets'] = TicketHelper::getSuggestedTickets($agentId);
197	}
198
199	//If the request come with mentioned_tickets
200	if (defined('FLUENTSUPPORTPRO') && in_array('ticket_to_watch', $with)) {
201	//Get the overall statistics by the agent
202	$data['ticket_to_watch'] = TicketHelper::getTicketsToWatch();
203	}
204
205	//If the request come with overall_stats
206	if (in_array('overall_stats', $with)) {
207	//Get overall status
208	$data['overall_stats'] = (new Reporting())->getActiveStats();
209	}
210
211	//If the request come with individual_stat
212	if (in_array('individual_stat', $with)) {
213	//get overall statistics by agent id
214	$data['individual_stat'] = (new Reporting())->getActiveStatByAgent($agentId);
215	}
216	//If the request come with my_overall_stats
217	if (in_array('my_overall_stats', $with)) {
218	//Get the overall statistics by the agent
219	$data['my_overall_stats'] = StatModule::getAgentOverallStats($agentId);
220	}
221
222	if (in_array('tickets_by_products', $with)) {
223	//Get tickets by product which are waiting for agent reply
224	$data['tickets_by_product'] = StatModule::getActiveTicketsByProductStats();
225	}
226
227	return $data;
228	}
229
230	/**
231	* Method to set agent info
232	* @param array $data
233	* @param $user
234	* @return array
235	*/
236	private function setAgentInfo(array $data, $user)
237	{
238	$data['user_id'] = $user->ID;
239
240	if (empty($data['first_name'])) {
241	$data['first_name'] = $user->first_name;
242	}
243
244	if (empty($data['last_name'])) {
245	$data['last_name'] = $user->last_name;
246	}
247
248	return $data;
249	}
250
251	/**
252	* Method to set agent meta data
253	* @param $user
254	* @param array $data
255	* @param object $agent
256	* @return object
257	*/
258	private function setAgentMeta($user, $data, $agent)
259	{
260	PermissionManager::attachPermissions($user, Arr::get($data, 'permissions', []));
261
262	if (isset($data['telegram_chat_id'])) {
263	$chatId = sanitize_text_field($data['telegram_chat_id']);
264	$agent->updateMeta('telegram_chat_id', $chatId);
265	$agent->telegram_chat_id = $chatId;
266	}
267
268	if (isset($data['slack_user_id'])) {
269	$chatId = sanitize_text_field($data['slack_user_id']);
270	$agent->updateMeta('slack_user_id', $chatId);
271	$agent->slack_user_id = $chatId;
272	}
273
274	if (isset($data['whatsapp_number'])) {
275	$whatsappNumber = sanitize_text_field($data['whatsapp_number']);
276	$agent->updateMeta('whatsapp_number', $whatsappNumber);
277	$agent->whatsapp_number = $whatsappNumber;
278	}
279
280	if (isset($data['restrictions'])) {
281	$restrictedBusinessBoxes = $data['restrictions']['restrictedBusinessBoxes'] ?? [];
282	$businessBoxRestrictions = filter_var($data['restrictions']['businessBoxRestrictions'] ?? false, FILTER_VALIDATE_BOOLEAN);
283
284	$restrictions = [
285	'restrictedBusinessBoxes' => is_array($restrictedBusinessBoxes) ? array_map('intval', $restrictedBusinessBoxes) : [],
286	'businessBoxRestrictions' => $businessBoxRestrictions
287	];
288
289	$agent->updateMeta('agent_restrictions', $restrictions);
290	AgentTicketAccess::resetCache();
291	$agent->restrictions = $restrictions;
292	}
293
294	if (isset($data['agent_signature'])) {
295	$agent->updateMeta('agent_signature', $data['agent_signature']);
296	$agent->agent_signature = $data['agent_signature'];
297	}
298
299	if (isset($data['agent_signature_enabled'])) {
300	$agent->updateMeta('agent_signature_enabled', $data['agent_signature_enabled']);
301	$agent->agent_signature_enabled = $data['agent_signature_enabled'];
302	}
303
304	return $agent;
305	}
306
307	public function agentInsights($search)
308	{
309	$agents = static::latest()
310	->select('id', 'first_name', 'last_name', 'email', 'user_id')
311	->searchBy($search)
312	->get();
313
314	foreach ($agents as $agent) {
315	$agent->permissions = PermissionManager::getUserPermissions($agent->user_id);
316
317	if ($agent->user_id) {
318	$agent->user_profile = admin_url('user-edit.php?user_id=' . $agent->user_id);
319	}
320
321	$agent->restrictions = $agent->getMeta('agent_restrictions', [
322	'restrictedBusinessBoxes' => [],
323	'businessBoxRestrictions' => false
324	]);
325	}
326
327	return $agents;
328	}
329	}
330