fluent-support / app / Http / Controllers / ReportingController.php

ReportingController.php in Fluent Support – Helpdesk & Customer Support Ticket System 2.4.5, at app/Http/Controllers/ReportingController.php

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1	<?php
2
3	namespace FluentSupport\App\Http\Controllers;
4
5	use FluentSupport\App\Modules\Reporting\Reporting;
6	use FluentSupport\App\Modules\StatModule;
7	use FluentSupport\App\Services\Helper;
8	use FluentSupport\Framework\Http\Request\Request;
9	use FluentSupport\App\Models\Ticket;
10	use FluentSupport\App\Services\Tickets\AgentTicketAccess;
11	use FluentSupport\App\Models\Conversation;
12	use FluentSupport\App\Models\TagPivot;
13
14	/**
15	* Report endpoints.
16	*/
17	class ReportingController extends Controller
18	{
19	public static function getSanitizedDateRange(Request $request)
20	{
21	$dateRange = $request->get('date_range', []);
22
23	if (is_array($dateRange) && count($dateRange) >= 2) {
24	return [
25	sanitize_text_field($dateRange[0] ?? ''),
26	sanitize_text_field($dateRange[1] ?? '')
27	];
28	}
29
30	if (is_string($dateRange)) {
31	$parts = array_map('trim', explode(',', $dateRange));
32	return [
33	sanitize_text_field($parts[0] ?? ''),
34	sanitize_text_field($parts[1] ?? '')
35	];
36	}
37
38	return ['', ''];
39	}
40
41	public static function getAgentIdsForGroup(Request $request)
42	{
43	$groupId = $request->getSafe('agent_group_id', 'intval');
44	if (!$groupId) {
45	return null;
46	}
47
48	return TagPivot::where('source_type', 'agent_group')
49	->where('tag_id', $groupId)
50	->pluck('source_id')
51	->toArray();
52	}
53
54	/**
55	* Stats for the logged-in agent.
56	*
57	* @param Request $request
58	* @return array
59	*/
60	public function getAgentOverallReports(Request $request): array
61	{
62	$agent = Helper::getAgentByUserId(get_current_user_id());
63
64	return [
65	'overall_reports' => StatModule::getAgentOverallStats($agent->id),
66	'today_reports' => StatModule::getTodayStats($agent->id)
67	];
68	}
69
70	/**
71	* @param Request $request
72	* @param Reporting $reporting
73	* @return array
74	*/
75	public function getAgentResolveChart(Request $request, Reporting $reporting)
76	{
77	$agent = Helper::getAgentByUserId(get_current_user_id());
78	list($from, $to) = self::getSanitizedDateRange($request);
79
80	return [
81	'stats' => $reporting->getTicketResolveGrowth($from, $to, ['agent_id' => $agent->id])
82	];
83	}
84
85	/**
86	* @param Request $request
87	* @param Reporting $reporting
88	* @return array
89	*/
90	public function getAgentResponseChart(Request $request, Reporting $reporting)
91	{
92	$agent = Helper::getAgentByUserId(get_current_user_id());
93	list($from, $to) = self::getSanitizedDateRange($request);
94
95	return [
96	'stats' => $reporting->getResponseGrowth($from, $to, ['person_id' => $agent->id])
97	];
98	}
99
100	/**
101	* Closed/open ticket and response counts for the logged-in agent in a date range.
102	*
103	* @param Reporting $reporting
104	* @param Request $request
105	* @return array
106	*/
107	public function getPersonalSummary(Reporting $reporting, Request $request)
108	{
109	$agent = Helper::getAgentByUserId(get_current_user_id());
110
111	return [
112	'summary' => $reporting->agentSummary($request->getSafe('from', 'sanitize_text_field'), $request->getSafe('to', 'sanitize_text_field'), $agent->id)
113	];
114	}
115
116	/**
117	* Overview counts filtered by date_range, mailbox_id (or business_box), product_id,
118	* agent_id, agent_group_id and customer_id. With agent_id, active_tickets is
119	* replaced by the agent's total_replies.
120	*
121	* @param Request $request
122	* @return array
123	*/
124	public function getStats(Request $request)
125	{
126	list($from, $to) = self::getSanitizedDateRange($request);
127
128	$filters = [
129	'mailbox_id' => $request->getSafe('mailbox_id', 'intval') ?: $request->getSafe('business_box', 'intval'),
130	'product_id' => $request->getSafe('product_id', 'intval'),
131	'agent_id' => $request->getSafe('agent_id', 'intval'),
132	'customer_id' => $request->getSafe('customer_id', 'intval'),
133	];
134
135	$agentIds = self::getAgentIdsForGroup($request);
136
137	$access = new AgentTicketAccess();
138
139	// Bound first: a caller-supplied mailbox_id below is not proof of access.
140	$baseQuery = $access->applyMailboxRestrictionScope(Ticket::query());
141
142	foreach ($filters as $field => $value) {
143	if ($value) {
144	$baseQuery->where($field, $value);
145	}
146	}
147
148	if ($agentIds !== null) {
149	$baseQuery->whereIn('agent_id', $agentIds);
150	}
151
152	$applyDateRange = function($query, $dateField = 'created_at') use ($from, $to) {
153	if ($from && $to) {
154	$query->whereBetween($dateField, ["$from 00:00:00", "$to 23:59:59"]);
155	} elseif ($from) {
156	$query->where($dateField, '>=', "$from 00:00:00");
157	} elseif ($to) {
158	$query->where($dateField, '<=', "$to 23:59:59");
159	}
160	};
161
162	$countTickets = function($status, $dateField = 'created_at') use ($baseQuery, $applyDateRange) {
163	$query = clone $baseQuery;
164	$query->where('status', $status);
165	$applyDateRange($query, $dateField);
166	return $query->count();
167	};
168
169	$newTickets = $countTickets('new');
170	$closedTickets = $countTickets('closed', 'resolved_at');
171
172	$openQuery = clone $baseQuery;
173	$openQuery->where('status', '!=', 'closed');
174	$applyDateRange($openQuery);
175	$openTickets = $openQuery->count();
176
177	$agentId = $filters['agent_id'];
178
179	$responsesQuery = $access->applyMailboxRestrictionScopeViaTicket(
180	Conversation::query()->where('conversation_type', 'response')
181	);
182
183	// For a single agent, count the replies they wrote, not every reply on tickets assigned to them.
184	$ticketFilters = $filters;
185	if ($agentId) {
186	$responsesQuery->where('person_id', $agentId);
187	unset($ticketFilters['agent_id']);
188	}
189
190	if (array_filter($ticketFilters) \|\| $agentIds !== null) {
191	$responsesQuery->whereHas('ticket', function ($q) use ($ticketFilters, $agentIds) {
192	foreach ($ticketFilters as $field => $value) {
193	if ($value) {
194	$q->where($field, $value);
195	}
196	}
197	if ($agentIds !== null) {
198	$q->whereIn('agent_id', $agentIds);
199	}
200	});
201	}
202
203	$applyDateRange($responsesQuery, 'created_at');
204	$responses = $responsesQuery->count();
205
206	if ($agentId) {
207	$stats = [
208	'new_tickets' => $newTickets,
209	'closed_tickets' => $closedTickets,
210	'responses' => $responses,
211	'open_tickets' => $openTickets,
212	];
213	} else {
214	$activeTickets = $countTickets('active');
215
216	$stats = [
217	'new_tickets' => $newTickets,
218	'active_tickets' => $activeTickets,
219	'closed_tickets' => $closedTickets,
220	'responses' => $responses,
221	'open_tickets' => $openTickets,
222	];
223	}
224
225	$labels = [
226	'new_tickets' => __('New Tickets', 'fluent-support'),
227	'active_tickets' => __('Active Tickets', 'fluent-support'),
228	'closed_tickets' => __('Closed Tickets', 'fluent-support'),
229	'responses' => __('Responses', 'fluent-support'),
230	'open_tickets' => __('Open Tickets', 'fluent-support'),
231	];
232
233	if ($agentId) {
234	$labels['responses'] = __('Total Responses', 'fluent-support');
235	}
236
237	$overallReports = [];
238	foreach ($stats as $key => $count) {
239	$overallReports[$key] = [
240	'title' => $labels[$key] ?? ucwords(str_replace('_', ' ', (string) $key)),
241	'key' => $key,
242	'count' => $count,
243	];
244	}
245
246	return ['overall_reports' => $overallReports];
247	}
248
249	}
250