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

AgentTrait.php in Fluent Support – Helpdesk & Customer Support Ticket System 2.4.5, 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\Meta;
8	use FluentSupport\App\Models\Product;
9	use FluentSupport\App\Models\AgentGroup;
10	use FluentSupport\App\Models\TagPivot;
11	use FluentSupport\App\Models\Ticket;
12	use FluentSupport\App\Modules\PermissionManager;
13	use FluentSupport\App\Models\Person;
14	use FluentSupport\App\Modules\Reporting\Reporting;
15	use FluentSupport\App\Modules\StatModule;
16	use FluentSupport\App\Services\Helper;
17	use FluentSupport\App\Services\TicketHelper;
18	use FluentSupport\App\Services\Tickets\AgentTicketAccess;
19	use FluentSupport\Framework\Support\Arr;
20	use Exception;
21
22	trait AgentTrait
23	{
24	public function getAgents($search)
25	{
26	$agents = static::latest()
27	->searchBy($search)
28	->with(['groups' => function ($query) {
29	$query->select(['fs_taggables.id', 'title']);
30	}])
31	->paginate();
32
33	$agentIds = $agents->pluck('id')->map('intval')->all();
34
35	if (!$agentIds) {
36	return $agents;
37	}
38
39	// One query per kind of data for the whole page, not per agent.
40	$repliesCount = Conversation::whereIn('person_id', $agentIds)
41	->groupBy('person_id')
42	->selectRaw('person_id, COUNT(*) AS total')
43	->pluck('total', 'person_id')
44	->all();
45
46	$interactionsCount = Conversation::whereIn('person_id', $agentIds)
47	->groupBy('person_id')
48	->selectRaw('person_id, COUNT(DISTINCT ticket_id) AS total')
49	->pluck('total', 'person_id')
50	->all();
51
52	$metaDefaults = [
53	'telegram_chat_id' => '',
54	'slack_user_id' => '',
55	'whatsapp_number' => '',
56	'agent_restrictions' => [
57	'restrictedBusinessBoxes' => [],
58	'businessBoxRestrictions' => false
59	],
60	'agent_signature' => '',
61	'agent_signature_enabled' => 'no',
62	];
63
64	$metaRows = Meta::where('object_type', 'person_meta')
65	->whereIn('object_id', $agentIds)
66	->whereIn('key', array_keys($metaDefaults))
67	->orderBy('id', 'ASC')
68	->get(['object_id', 'key', 'value']);
69
70	// First row per agent and key wins, as getMeta()'s first() did.
71	$metaValues = [];
72	foreach ($metaRows as $row) {
73	if (!isset($metaValues[$row->object_id][$row->key])) {
74	$metaValues[$row->object_id][$row->key] = Helper::safeUnserialize($row->value);
75	}
76	}
77
78	// Prime WordPress's user and user meta caches for the permission lookups.
79	$userIds = array_filter(array_map('intval', $agents->pluck('user_id')->all()));
80	if ($userIds) {
81	cache_users($userIds);
82	}
83
84	foreach ($agents as $agent) {
85	$agent->permissions = PermissionManager::getUserPermissions($agent->user_id);
86
87	if ($agent->user_id) {
88	$agent->user_profile = admin_url('user-edit.php?user_id=' . $agent->user_id);
89	}
90
91	$agent->replies_count = (int) Arr::get($repliesCount, $agent->id, 0);
92	$agent->interactions_count = (int) Arr::get($interactionsCount, $agent->id, 0);
93
94	// Same rule as getMeta(): a missing or empty value falls back to the default.
95	$meta = function ($key) use ($metaValues, $metaDefaults, $agent) {
96	$value = $metaValues[$agent->id][$key] ?? null;
97	return $value ? $value : $metaDefaults[$key];
98	};
99
100	$agent->telegram_chat_id = $meta('telegram_chat_id');
101	$agent->slack_user_id = $meta('slack_user_id');
102	$agent->whatsapp_number = $meta('whatsapp_number');
103	$agent->restrictions = $meta('agent_restrictions');
104	$agent->agent_signature = $meta('agent_signature');
105	$agent->agent_signature_enabled = $meta('agent_signature_enabled');
106	}
107
108	return $agents;
109	}
110
111	public function createAgent(array $data)
112	{
113	if (!$user = get_user_by('email', $data['email'])) {
114	throw new \Exception('Sorry, Connected user could not be found with the provided email address');
115	}
116
117	$data = $this->setAgentInfo($data, $user);
118
119	$person = Person::where('email', $data['email'])->first();
120
121	if ($person) {
122	throw new \Exception('Sorry, Another agent/person exist with the same email address. Please use a different email address');
123	}
124
125
126	$agent = $this->setAgentMeta($user, $data, static::create($data));
127
128	$defaultGroup = AgentGroup::whereNotNull('settings')->get()->first(function ($group) {
129	return !empty($group->settings['is_default']);
130	});
131
132	if ($defaultGroup) {
133	TagPivot::create([
134	'tag_id' => $defaultGroup->id,
135	'source_id' => $agent->id,
136	'source_type' => 'agent_group',
137	]);
138	}
139
140	return $agent;
141	}
142
143	/**
144	* @param array $data
145	* @param object $agent
146	* @return object
147	* @throws Exception
148	*/
149	public function updateAgent(array $data, object $agent)
150	{
151	if (!$user = get_user_by('ID', $agent->user_id)) {
152	throw new \Exception('Sorry, Connected user could not be found with the provided email address');
153	}
154
155	PermissionManager::attachPermissions($user, Arr::get($data, 'permissions', []));
156
157	$updateData = Arr::only($data, ['first_name', 'last_name', 'title']);
158	$updateData['user_id'] = $user->ID;
159	$updateData['email'] = $user->user_email;
160
161	static::where('id', $agent->id)
162	->update($updateData);
163
164	$agent = $this->setAgentMeta($user, $data, $agent);
165
166	return $agent;
167	}
168
169
170	/**
171	* Delete an agent and move their records to the fallback agent.
172	*
173	* @param int $fallBackAgentId
174	* @param int $agentId
175	* @return void
176	* @throws Exception
177	*/
178	public function deleteAgent($fallBackAgentId, $agentId)
179	{
180	if ($fallBackAgentId == $agentId) {
181	throw new \Exception('Old Agent and New agent is same person');
182	}
183
184	$agent = static::findOrFail($agentId);
185
186	try {
187	$newAgent = static::findOrFail($fallBackAgentId);
188	} catch (\Exception $e) {
189	throw new \Exception('Fallback agent could not be found');
190	}
191
192	PermissionManager::detachPermissions($agent->user_id);
193
194	$this->assignDataToFallbackAgent($agent->id, $newAgent);
195
196	TagPivot::where('source_id', $agent->id)
197	->where('source_type', 'agent_group')
198	->delete();
199
200	$agent->deleteAllMeta();
201
202	static::where('id', $agentId)->delete();
203	}
204
205	/**
206	* @param int $agentId
207	* @param object $newAgent
208	* @return void
209	*/
210	private function assignDataToFallbackAgent($agentId, $newAgent)
211	{
212	Attachment::where('person_id', $agentId)->update([
213	'person_id' => $newAgent->id
214	]);
215
216	Conversation::where('person_id', $agentId)->update([
217	'person_id' => $newAgent->id
218	]);
219
220	Product::where('created_by', $agentId)->update([
221	'created_by' => $newAgent->id
222	]);
223
224	Ticket::where('agent_id', $agentId)->update([
225	'agent_id' => $newAgent->id
226	]);
227	}
228
229	public function getAgentStat($stats, $with, $agentId)
230	{
231	if (PermissionManager::currentUserCan('fst_manage_unassigned_tickets')) {
232	$stats['unassigned_tickets'] = [
233	'title' => __('Unassigned Tickets', 'fluent-support'),
234	'count' => Ticket::whereNull('agent_id')->where('status', '!=', 'closed')->count()
235	];
236	}
237
238	$data = [
239	'stats' => $stats
240	];
241
242	return $this->agentDashboardWidgets($data, $with, $agentId);
243	}
244
245	private function agentDashboardWidgets($data, $with, $agentId)
246	{
247	if (in_array('suggested_tickets', $with)) {
248	$data['suggested_tickets'] = TicketHelper::getSuggestedTickets($agentId);
249	}
250
251	if (defined('FLUENTSUPPORTPRO') && in_array('ticket_to_watch', $with)) {
252	$data['ticket_to_watch'] = TicketHelper::getTicketsToWatch();
253	}
254
255	if (in_array('overall_stats', $with)) {
256	$data['overall_stats'] = (new Reporting())->getActiveStats();
257	}
258
259	if (in_array('individual_stat', $with)) {
260	$data['individual_stat'] = (new Reporting())->getActiveStatByAgent($agentId);
261	}
262	if (in_array('my_overall_stats', $with)) {
263	$data['my_overall_stats'] = StatModule::getAgentOverallStats($agentId);
264	}
265
266	if (in_array('tickets_by_products', $with)) {
267	$data['tickets_by_product'] = StatModule::getActiveTicketsByProductStats();
268	}
269
270	return $data;
271	}
272
273	/**
274	* @param array $data
275	* @param $user
276	* @return array
277	*/
278	private function setAgentInfo(array $data, $user)
279	{
280	$data['user_id'] = $user->ID;
281
282	if (empty($data['first_name'])) {
283	$data['first_name'] = $user->first_name;
284	}
285
286	if (empty($data['last_name'])) {
287	$data['last_name'] = $user->last_name;
288	}
289
290	return $data;
291	}
292
293	/**
294	* Save permissions and agent settings meta.
295	*
296	* @param $user
297	* @param array $data
298	* @param object $agent
299	* @return object
300	*/
301	private function setAgentMeta($user, $data, $agent)
302	{
303	PermissionManager::attachPermissions($user, Arr::get($data, 'permissions', []));
304
305	if (isset($data['telegram_chat_id'])) {
306	$chatId = sanitize_text_field($data['telegram_chat_id']);
307	$agent->updateMeta('telegram_chat_id', $chatId);
308	$agent->telegram_chat_id = $chatId;
309	}
310
311	if (isset($data['slack_user_id'])) {
312	$chatId = sanitize_text_field($data['slack_user_id']);
313	$agent->updateMeta('slack_user_id', $chatId);
314	$agent->slack_user_id = $chatId;
315	}
316
317	if (isset($data['whatsapp_number'])) {
318	$whatsappNumber = sanitize_text_field($data['whatsapp_number']);
319	$agent->updateMeta('whatsapp_number', $whatsappNumber);
320	$agent->whatsapp_number = $whatsappNumber;
321	}
322
323	if (isset($data['restrictions'])) {
324	$restrictedBusinessBoxes = $data['restrictions']['restrictedBusinessBoxes'] ?? [];
325	$businessBoxRestrictions = filter_var($data['restrictions']['businessBoxRestrictions'] ?? false, FILTER_VALIDATE_BOOLEAN);
326
327	$restrictions = [
328	'restrictedBusinessBoxes' => is_array($restrictedBusinessBoxes) ? array_map('intval', $restrictedBusinessBoxes) : [],
329	'businessBoxRestrictions' => $businessBoxRestrictions
330	];
331
332	$agent->updateMeta('agent_restrictions', $restrictions);
333	AgentTicketAccess::resetCache();
334	$agent->restrictions = $restrictions;
335	}
336
337	if (isset($data['agent_signature'])) {
338	$agent->updateMeta('agent_signature', $data['agent_signature']);
339	$agent->agent_signature = $data['agent_signature'];
340	}
341
342	if (isset($data['agent_signature_enabled'])) {
343	$agent->updateMeta('agent_signature_enabled', $data['agent_signature_enabled']);
344	$agent->agent_signature_enabled = $data['agent_signature_enabled'];
345	}
346
347	return $agent;
348	}
349
350	public function agentInsights($search)
351	{
352	$agents = static::latest()
353	->select('id', 'first_name', 'last_name', 'email', 'user_id')
354	->searchBy($search)
355	->get();
356
357	foreach ($agents as $agent) {
358	$agent->permissions = PermissionManager::getUserPermissions($agent->user_id);
359
360	if ($agent->user_id) {
361	$agent->user_profile = admin_url('user-edit.php?user_id=' . $agent->user_id);
362	}
363
364	$agent->restrictions = $agent->getMeta('agent_restrictions', [
365	'restrictedBusinessBoxes' => [],
366	'businessBoxRestrictions' => false
367	]);
368	}
369
370	return $agents;
371	}
372	}
373