| 1 |
<?php |
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|
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namespace FluentSupport\App\Modules\Reporting; |
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|
| 5 |
use FluentSupport\App\Models\Agent; |
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use FluentSupport\App\Models\AgentGroup; |
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use FluentSupport\App\Models\Conversation; |
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use FluentSupport\App\Models\MailBox; |
| 9 |
use FluentSupport\App\Models\Person; |
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use FluentSupport\App\Models\Product; |
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use FluentSupport\App\Models\TagPivot; |
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use FluentSupport\App\Models\Ticket; |
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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\Tickets\AgentTicketAccess; |
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use FluentSupport\Framework\Database\Orm\Builder; |
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use FluentSupport\Framework\Support\Arr; |
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use FluentSupport\Framework\Support\DateTime; |
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|
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/** |
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* Ticket, response and agent reports, scoped to the current agent's mailboxes. |
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*/ |
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class Reporting |
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{ |
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use ReportingHelperTrait; |
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|
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/** |
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* New tickets per period. |
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* |
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* @param string|false $from |
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* @param string|false $to |
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* @param array $filters |
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* @return array |
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*/ |
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public function getTicketsGrowth($from = false, $to = false, $filters = []) |
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{ |
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$period = $this->makeDatePeriod( |
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$from = $this->makeFromDate($from), |
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$to = $this->makeToDate($to), |
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$frequency = $this->getFrequency($from, $to) |
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); |
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|
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list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency); |
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|
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$query = $this->db()->table('fs_tickets') |
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->select($this->prepareSelect($frequency)) |
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->whereBetween('created_at', $this->prepareBetween($frequency, $from, $to)) |
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->groupBy($groupBy) |
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->oldest($orderBy); |
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|
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// Scope first. A mailbox_id filter below is not proof of access. |
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(new AgentTicketAccess())->applyMailboxRestrictionScope($query); |
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|
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if ($filters) { |
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if (!empty($filters['statuses'])) { |
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$query->whereIn('status', $filters['statuses']); |
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} |
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|
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if (!empty($filters['product_id'])) { |
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$query->where('product_id', $filters['product_id']); |
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} |
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|
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if (!empty($filters['agent_id'])) { |
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$query->where('agent_id', $filters['agent_id']); |
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} |
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|
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if (!empty($filters['mailbox_id'])) { |
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$query->where('mailbox_id', $filters['mailbox_id']); |
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} |
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|
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if (!empty($filters['agent_ids'])) { |
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$query->whereIn('agent_id', $filters['agent_ids']); |
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} |
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} |
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|
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$items = $query->get(); |
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|
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return $this->getResult($period, $items); |
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} |
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|
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/** |
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* Closed tickets per period, by resolved_at. |
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* |
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* @param string|false $from |
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* @param string|false $to |
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* @param array $filters |
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* @return array |
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*/ |
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public function getTicketResolveGrowth($from = false, $to = false, $filters = [], $type = '') |
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{ |
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$period = $this->makeDatePeriod( |
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$from = $this->makeFromDate($from), |
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$to = $this->makeToDate($to), |
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$frequency = $this->getFrequency($from, $to) |
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); |
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|
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list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency); |
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|
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$filterColumn = (!empty($type)) ? $type.'_id' : 'id'; |
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|
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$query = $this->db()->table('fs_tickets') |
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->select($this->prepareSelect($frequency, 'resolved_at')) |
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->whereBetween('resolved_at', $this->prepareBetween($frequency, $from, $to)) |
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->where('status', 'closed') |
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->where($filterColumn, '>', 0) |
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->groupBy($groupBy) |
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->oldest($orderBy); |
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|
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(new AgentTicketAccess())->applyMailboxRestrictionScope($query); |
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|
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if ($filters) { |
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if (!empty($filters['product_id'])) { |
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$query->where('product_id', $filters['product_id']); |
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} |
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|
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if (!empty($filters['agent_id'])) { |
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$query->where('agent_id', $filters['agent_id']); |
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} |
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|
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if (!empty($filters['mailbox_id'])) { |
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$query->where('mailbox_id', $filters['mailbox_id']); |
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} |
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|
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if (!empty($filters['agent_ids'])) { |
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$query->whereIn('agent_id', $filters['agent_ids']); |
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} |
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} |
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|
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$items = $query->get(); |
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|
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return $this->getResult($period, $items); |
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} |
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|
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/** |
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* Responses per period. |
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* |
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* @param string|false $from |
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* @param string|false $to |
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* @param array $filters |
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* @return array |
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*/ |
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public function getResponseGrowth($from = false, $to = false, $filters = []) |
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{ |
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$period = $this->makeDatePeriod( |
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$from = $this->makeFromDate($from), |
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$to = $this->makeToDate($to), |
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$frequency = $this->getFrequency($from, $to) |
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); |
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|
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list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency); |
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|
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$query = (new AgentTicketAccess())->applyMailboxRestrictionScopeViaTicket( |
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Conversation::query() |
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->select($this->prepareSelect($frequency)) |
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->whereBetween('created_at', $this->prepareBetween($frequency, $from, $to)) |
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->where('conversation_type', 'response') |
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->whereIn('person_id', Agent::getAgentIds()) |
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->groupBy($groupBy) |
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->oldest($orderBy) |
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); |
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|
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if ($filters) { |
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if (!empty($filters['person_id'])) { |
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$query->where('person_id', $filters['person_id']); |
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} |
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|
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if (!empty($filters['person_ids'])) { |
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$query->whereIn('person_id', $filters['person_ids']); |
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} |
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|
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if (!empty($filters['product_id'])) { |
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$query->where('product_id', $filters['product_id']); |
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} |
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} |
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|
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$items = $query->get(); |
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|
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return $this->getResult($period, $items); |
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} |
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|
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public function getResponseGrowthChart($from = false, $to = false, $filters = [], $type = ''): array |
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{ |
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$period = $this->makeDatePeriod( |
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$from = $this->makeFromDate($from), |
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$to = $this->makeToDate($to), |
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$frequency = $this->getFrequency($from, $to) |
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); |
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|
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list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency); |
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|
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$filterColumn = (!empty($type)) ? $type.'_id' : 'id'; |
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|
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$query = $this->db()->table('fs_tickets') |
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->select($this->prepareSelect($frequency,'created_at','response_count')) |
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->whereBetween('created_at', $this->prepareBetween($frequency, $from, $to)) |
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->havingRaw('COUNT(response_count)> 0') |
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->where($filterColumn, '>', 0) |
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->groupBy($groupBy) |
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->oldest($orderBy); |
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|
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(new AgentTicketAccess())->applyMailboxRestrictionScope($query); |
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|
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if ($filters) { |
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if (!empty($filters['product_id'])) { |
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$query->where('product_id', $filters['product_id']); |
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} |
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|
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if (!empty($filters['mailbox_id'])) { |
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$query->where('mailbox_id', $filters['mailbox_id']); |
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} |
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} |
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|
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$items = $query->get(); |
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|
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return $this->getResult($period, $items); |
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} |
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|
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// One grouped query instead of one per agent; shared by the two summaries. |
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private function interactionCountsByAgent($from, $to, $access) |
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{ |
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return $access->applyMailboxRestrictionScopeViaTicket( |
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Conversation::select([ |
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$this->db()->raw('person_id as agent_id'), |
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$this->db()->raw('COUNT(DISTINCT ticket_id) as count') |
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]) |
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->whereIn('person_id', Agent::getAgentIds()) |
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->whereBetween('created_at', [$from, $to]) |
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->where('conversation_type', 'response') |
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->groupBy('person_id') |
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)->get(); |
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} |
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|
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/** |
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* Per-agent ticket and response counts for a date range (default today). |
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* |
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* @param string|false $from |
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* @param string|false $to |
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* @param string|false $agent Comma-separated agent ids. |
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* @return mixed |
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*/ |
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public function agentSummary($from = false, $to = false, $agent = false) |
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{ |
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if(!$from) { |
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$from = current_time('Y-m-d'); |
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} |
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|
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if(!$to) { |
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$to = current_time('Y-m-d'); |
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} |
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|
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$from .= ' 00:00:00'; |
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$to .= ' 23:59:59'; |
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$reports = []; |
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|
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$access = new AgentTicketAccess(); |
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|
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$resolves = $this->db()->table('fs_tickets') |
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->select([ |
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$this->db()->raw('COUNT(id) AS count'), |
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'agent_id', |
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]) |
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->groupBy('agent_id') |
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->where('status', 'closed') |
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->whereBetween('resolved_at', [$from, $to]); |
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|
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$resolves = $access->applyMailboxRestrictionScope($resolves)->get(); |
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|
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$reports = $this->pushReportData('closed', $resolves, $reports, 'agent_id'); |
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|
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// Open tickets aren't limited to the date range |
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$openTickets = $this->db()->table('fs_tickets') |
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->select([ |
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$this->db()->raw('COUNT(id) AS count'), |
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'agent_id' |
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]) |
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->groupBy('agent_id') |
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->where('status', '!=', 'closed'); |
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|
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$openTickets = $access->applyMailboxRestrictionScope($openTickets)->get(); |
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|
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$reports = $this->pushReportData('opens', $openTickets, $reports, 'agent_id'); |
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$responses = $access->applyMailboxRestrictionScopeViaTicket( |
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Conversation::select([ |
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$this->db()->raw('COUNT(id) AS count'), |
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$this->db()->raw('person_id as agent_id'), |
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$this->db()->raw('created_at') |
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]) |
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->whereIn('person_id', Agent::getAgentIds()) |
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->whereBetween('created_at', [$from, $to]) |
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->where('conversation_type', 'response') |
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->groupBy('agent_id') |
| 292 |
)->get(); |
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|
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$reports = $this->pushReportData('responses', $responses, $reports, 'agent_id'); |
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foreach ($this->interactionCountsByAgent($from, $to, $access) as $row) { |
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if (isset($reports[$row->agent_id])) { |
| 297 |
$reports[$row->agent_id]['interactions'] = (int) $row->count; |
| 298 |
} |
| 299 |
} |
| 300 |
|
| 301 |
$agentIds = array_keys($reports); |
| 302 |
|
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if ($agent) { |
| 304 |
$agentIds = array_map('intval', explode(',', $agent)); |
| 305 |
} |
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|
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$agentFeedbackRatingEnabled = Helper::getBusinessSettings('agent_feedback_rating') === 'yes'; |
| 308 |
if (defined('FLUENTSUPPORTPRO_PLUGIN_VERSION') && $agentFeedbackRatingEnabled) { |
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global $wpdb; |
| 310 |
$prefix = $wpdb->prefix; |
| 311 |
|
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// One grouped join, not GROUP_CONCAT of response ids, which |
| 313 |
// truncates at group_concat_max_len (1024 bytes) for busy agents. |
| 314 |
$feedbackRows = $this->db()->table('fs_conversations') |
| 315 |
->join('fs_meta', 'fs_meta.object_id', '=', 'fs_conversations.id') |
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->join('fs_tickets', 'fs_tickets.id', '=', 'fs_conversations.ticket_id') |
| 317 |
->select([ |
| 318 |
$this->db()->raw($prefix . 'fs_conversations.person_id AS agent_id'), |
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$this->db()->raw("SUM(CASE WHEN {$prefix}fs_meta.value = 'like' THEN 1 ELSE 0 END) AS likes"), |
| 320 |
$this->db()->raw("SUM(CASE WHEN {$prefix}fs_meta.value = 'dislike' THEN 1 ELSE 0 END) AS dislikes"), |
| 321 |
]) |
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->where('fs_meta.object_type', 'conversation_meta') |
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->where('fs_meta.key', 'agent_feedback_ratings') |
| 324 |
->whereBetween('fs_meta.created_at', [$from, $to]) |
| 325 |
->where('fs_conversations.conversation_type', 'response') |
| 326 |
->whereIn('fs_conversations.person_id', $agentIds) |
| 327 |
->whereIn('fs_conversations.person_id', Agent::getAgentIds()) |
| 328 |
->groupBy('fs_conversations.person_id'); |
| 329 |
|
| 330 |
foreach ($access->applyMailboxRestrictionScope($feedbackRows)->get() as $row) { |
| 331 |
$reports[$row->agent_id]['likes'] = (int) $row->likes; |
| 332 |
$reports[$row->agent_id]['dislikes'] = (int) $row->dislikes; |
| 333 |
} |
| 334 |
} |
| 335 |
|
| 336 |
// Without an agent filter, list every agent, including those with no |
| 337 |
// activity in the range. |
| 338 |
$agentsQuery = Agent::select(['id', 'first_name', 'last_name', 'email']); |
| 339 |
|
| 340 |
if ($agent) { |
| 341 |
$agentsQuery->whereIn('id', $agentIds); |
| 342 |
} |
| 343 |
|
| 344 |
$agents = $agentsQuery->get(); |
| 345 |
|
| 346 |
$reportFields = [ |
| 347 |
'interactions' => 0, |
| 348 |
'responses' => 0, |
| 349 |
'opens' => 0, |
| 350 |
'closed' => 0, |
| 351 |
'waiting_tickets' => 0, |
| 352 |
]; |
| 353 |
|
| 354 |
$additionalFields = defined('FLUENTSUPPORTPRO_PLUGIN_VERSION') && $agentFeedbackRatingEnabled ? ['likes' => 0, 'dislikes' => 0] : []; |
| 355 |
$reportFields = $reportFields + $additionalFields; |
| 356 |
|
| 357 |
// One grouped query for all agents instead of one per agent. |
| 358 |
$waitStats = $this->getWaitStatsByAgents($agents->pluck('id')->toArray()); |
| 359 |
$emptyActiveStat = ['average_waiting' => 0, 'max_waiting' => 0, 'waiting_tickets' => 0]; |
| 360 |
|
| 361 |
foreach ($agents as $agent) { |
| 362 |
$agent->stats = wp_parse_args(isset($reports[$agent->id]) ? $reports[$agent->id] : [], $reportFields); |
| 363 |
$agent->active_stat = isset($waitStats[$agent->id]) |
| 364 |
? $this->formatActiveStat($waitStats[$agent->id]) |
| 365 |
: $emptyActiveStat; |
| 366 |
} |
| 367 |
return $agents; |
| 368 |
} |
| 369 |
|
| 370 |
public function getSummary($type, $from = null, $to = null) |
| 371 |
{ |
| 372 |
global $wpdb; |
| 373 |
$tablePrefix = $wpdb->prefix; |
| 374 |
|
| 375 |
if (!$from) { |
| 376 |
$from = current_time('Y-m-d'); |
| 377 |
} |
| 378 |
|
| 379 |
if (!$to) { |
| 380 |
$to = current_time('Y-m-d'); |
| 381 |
} |
| 382 |
|
| 383 |
$from .= ' 00:00:00'; |
| 384 |
$to .= ' 23:59:59'; |
| 385 |
$reports = []; |
| 386 |
|
| 387 |
$groupByField = $type == 'product' ? 'product_id' : 'mailbox_id'; |
| 388 |
|
| 389 |
$access = new AgentTicketAccess(); |
| 390 |
|
| 391 |
$resolves = $this->db()->table('fs_tickets') |
| 392 |
->select([ |
| 393 |
$this->db()->raw('COUNT(id) AS count'), |
| 394 |
$groupByField, |
| 395 |
]) |
| 396 |
->groupBy($groupByField) |
| 397 |
->where('status', 'closed') |
| 398 |
->whereBetween('resolved_at', [$from, $to]); |
| 399 |
|
| 400 |
$resolves = $access->applyMailboxRestrictionScope($resolves)->get(); |
| 401 |
|
| 402 |
$reports = $this->pushReportData('closed', $resolves, $reports, $groupByField); |
| 403 |
|
| 404 |
$openTickets = $this->db()->table('fs_tickets') |
| 405 |
->select([ |
| 406 |
$this->db()->raw('COUNT(id) AS count'), |
| 407 |
$groupByField |
| 408 |
]) |
| 409 |
->groupBy($groupByField) |
| 410 |
->where('status', '!=', 'closed') |
| 411 |
->whereBetween('created_at', [$from, $to]); |
| 412 |
|
| 413 |
$openTickets = $access->applyMailboxRestrictionScope($openTickets)->get(); |
| 414 |
|
| 415 |
$reports = $this->pushReportData('opens', $openTickets, $reports, $groupByField); |
| 416 |
|
| 417 |
$responses = $this->db()->table('fs_conversations') |
| 418 |
->join('fs_tickets', 'fs_tickets.id', '=', 'fs_conversations.ticket_id') |
| 419 |
->select([ |
| 420 |
$this->db()->raw('COUNT(' . $tablePrefix . 'fs_conversations.id) AS count'), |
| 421 |
'fs_tickets.' . $groupByField, |
| 422 |
]) |
| 423 |
->groupBy('fs_tickets.' . $groupByField) |
| 424 |
->whereBetween('fs_conversations.created_at', [$from, $to]); |
| 425 |
|
| 426 |
$responses = $access->applyMailboxRestrictionScope($responses)->get(); |
| 427 |
|
| 428 |
$reports = $this->pushReportData('responses', $responses, $reports, $groupByField); |
| 429 |
|
| 430 |
// Interactions = distinct tickets replied to in the range. Use COUNT(DISTINCT), |
| 431 |
// not GROUP_CONCAT, which truncates at group_concat_max_len (1024 bytes). |
| 432 |
$interactions = $this->db()->table('fs_conversations') |
| 433 |
->join('fs_tickets', 'fs_tickets.id', '=', 'fs_conversations.ticket_id') |
| 434 |
->select([ |
| 435 |
'fs_tickets.' . $groupByField, |
| 436 |
$this->db()->raw('COUNT(DISTINCT ' . $tablePrefix . 'fs_conversations.ticket_id) AS count'), |
| 437 |
]) |
| 438 |
->where('fs_conversations.conversation_type', 'response') |
| 439 |
->whereBetween('fs_conversations.created_at', [$from, $to]) |
| 440 |
->groupBy('fs_tickets.' . $groupByField); |
| 441 |
|
| 442 |
$interactions = $access->applyMailboxRestrictionScope($interactions)->get(); |
| 443 |
|
| 444 |
$reports = $this->pushReportData('interactions', $interactions, $reports, $groupByField); |
| 445 |
|
| 446 |
$ids = array_keys($reports); |
| 447 |
|
| 448 |
$types = [ |
| 449 |
'product' => [ |
| 450 |
'model' => Product::class, |
| 451 |
'fields' => ['id', 'title'], |
| 452 |
], |
| 453 |
'mailbox' => [ |
| 454 |
'model' => MailBox::class, |
| 455 |
'fields' => ['id', 'name'], |
| 456 |
], |
| 457 |
]; |
| 458 |
|
| 459 |
$model = $types[$type]['model']; |
| 460 |
$fields = $types[$type]['fields']; |
| 461 |
|
| 462 |
$items = $model::select($fields) |
| 463 |
->whereIn('id', $ids) |
| 464 |
->get(); |
| 465 |
|
| 466 |
foreach ($items as $item) { |
| 467 |
$report = isset($reports[$item->id]) ? $reports[$item->id] : []; |
| 468 |
|
| 469 |
$report = wp_parse_args($report, [ |
| 470 |
'responses' => 0, |
| 471 |
'opens' => 0, |
| 472 |
'closed' => 0, |
| 473 |
'interactions' => 0 |
| 474 |
]); |
| 475 |
$item->stats = $report; |
| 476 |
$item->active_stat = ''; |
| 477 |
} |
| 478 |
|
| 479 |
return $items; |
| 480 |
} |
| 481 |
|
| 482 |
/** |
| 483 |
* @param string|false $from |
| 484 |
* @param string|false $to |
| 485 |
* @return mixed |
| 486 |
*/ |
| 487 |
public function agentGroupSummary($from = false, $to = false) |
| 488 |
{ |
| 489 |
if (!$from) { |
| 490 |
$from = current_time('Y-m-d'); |
| 491 |
} |
| 492 |
|
| 493 |
if (!$to) { |
| 494 |
$to = current_time('Y-m-d'); |
| 495 |
} |
| 496 |
|
| 497 |
$from .= ' 00:00:00'; |
| 498 |
$to .= ' 23:59:59'; |
| 499 |
|
| 500 |
// Same per-agent queries as agentSummary() |
| 501 |
$reports = []; |
| 502 |
|
| 503 |
$access = new AgentTicketAccess(); |
| 504 |
|
| 505 |
$resolves = $this->db()->table('fs_tickets') |
| 506 |
->select([ |
| 507 |
$this->db()->raw('COUNT(id) AS count'), |
| 508 |
'agent_id', |
| 509 |
]) |
| 510 |
->groupBy('agent_id') |
| 511 |
->where('status', 'closed') |
| 512 |
->whereBetween('resolved_at', [$from, $to]); |
| 513 |
|
| 514 |
$resolves = $access->applyMailboxRestrictionScope($resolves)->get(); |
| 515 |
|
| 516 |
$reports = $this->pushReportData('closed', $resolves, $reports, 'agent_id'); |
| 517 |
|
| 518 |
$openTickets = $this->db()->table('fs_tickets') |
| 519 |
->select([ |
| 520 |
$this->db()->raw('COUNT(id) AS count'), |
| 521 |
'agent_id' |
| 522 |
]) |
| 523 |
->groupBy('agent_id') |
| 524 |
->where('status', '!=', 'closed'); |
| 525 |
|
| 526 |
$openTickets = $access->applyMailboxRestrictionScope($openTickets)->get(); |
| 527 |
|
| 528 |
$reports = $this->pushReportData('opens', $openTickets, $reports, 'agent_id'); |
| 529 |
|
| 530 |
$responses = $access->applyMailboxRestrictionScopeViaTicket( |
| 531 |
Conversation::select([ |
| 532 |
$this->db()->raw('COUNT(id) AS count'), |
| 533 |
$this->db()->raw('person_id as agent_id'), |
| 534 |
]) |
| 535 |
->whereIn('person_id', Agent::getAgentIds()) |
| 536 |
->whereBetween('created_at', [$from, $to]) |
| 537 |
->where('conversation_type', 'response') |
| 538 |
->groupBy('agent_id') |
| 539 |
)->get(); |
| 540 |
|
| 541 |
$reports = $this->pushReportData('responses', $responses, $reports, 'agent_id'); |
| 542 |
|
| 543 |
foreach ($this->interactionCountsByAgent($from, $to, $access) as $row) { |
| 544 |
if (isset($reports[$row->agent_id])) { |
| 545 |
$reports[$row->agent_id]['interactions'] = (int) $row->count; |
| 546 |
} |
| 547 |
} |
| 548 |
|
| 549 |
$groupAgentMap = TagPivot::where('source_type', 'agent_group') |
| 550 |
->select(['tag_id', 'source_id']) |
| 551 |
->get() |
| 552 |
->groupBy('tag_id'); |
| 553 |
|
| 554 |
$groups = AgentGroup::select(['id', 'title'])->get(); |
| 555 |
|
| 556 |
$defaultStats = [ |
| 557 |
'responses' => 0, |
| 558 |
'interactions' => 0, |
| 559 |
'opens' => 0, |
| 560 |
'closed' => 0, |
| 561 |
]; |
| 562 |
|
| 563 |
foreach ($groups as $group) { |
| 564 |
$agentIds = isset($groupAgentMap[$group->id]) |
| 565 |
? array_map('intval', $groupAgentMap[$group->id]->pluck('source_id')->toArray()) |
| 566 |
: []; |
| 567 |
|
| 568 |
$group->agents_count = count($agentIds); |
| 569 |
|
| 570 |
$groupStats = $defaultStats; |
| 571 |
|
| 572 |
foreach ($agentIds as $agentId) { |
| 573 |
if (isset($reports[$agentId])) { |
| 574 |
$agentStats = wp_parse_args($reports[$agentId], $defaultStats); |
| 575 |
$groupStats['responses'] += (int) $agentStats['responses']; |
| 576 |
$groupStats['interactions'] += (int) $agentStats['interactions']; |
| 577 |
$groupStats['opens'] += (int) $agentStats['opens']; |
| 578 |
$groupStats['closed'] += (int) $agentStats['closed']; |
| 579 |
} |
| 580 |
} |
| 581 |
|
| 582 |
$group->stats = $groupStats; |
| 583 |
} |
| 584 |
|
| 585 |
return $groups; |
| 586 |
} |
| 587 |
|
| 588 |
/** |
| 589 |
* Merge grouped counts into $reports[groupKey][$type]. |
| 590 |
* |
| 591 |
* @param $type |
| 592 |
* @param $tickets |
| 593 |
* @param $reports |
| 594 |
* @param $groupByField |
| 595 |
* @return array |
| 596 |
*/ |
| 597 |
private function pushReportData($type, $tickets, $reports, $groupByField): array |
| 598 |
{ |
| 599 |
foreach ($tickets as $ticket) { |
| 600 |
$groupKey = $ticket->{$groupByField}; |
| 601 |
|
| 602 |
if (!$groupKey) { |
| 603 |
continue; |
| 604 |
} |
| 605 |
|
| 606 |
if (!isset($reports[$groupKey])) { |
| 607 |
$reports[$groupKey] = []; |
| 608 |
} |
| 609 |
|
| 610 |
$reports[$groupKey][$type] = $ticket->count; |
| 611 |
} |
| 612 |
|
| 613 |
return $reports; |
| 614 |
} |
| 615 |
|
| 616 |
/** |
| 617 |
* Wait-time stats for open tickets awaiting an agent reply. |
| 618 |
* |
| 619 |
* @param int|null $productId Narrow to one product's tickets |
| 620 |
* @return array|false |
| 621 |
*/ |
| 622 |
public function getActiveStats($productId = null) |
| 623 |
{ |
| 624 |
$query = (new AgentTicketAccess())->applyMailboxRestrictionScope( |
| 625 |
Ticket::waitingOnly() |
| 626 |
) |
| 627 |
->where('status', '!=', 'closed') |
| 628 |
->whereNotNull('waiting_since'); |
| 629 |
|
| 630 |
if ($productId) { |
| 631 |
$query->where('product_id', $productId); |
| 632 |
} |
| 633 |
|
| 634 |
$waitStat = $query |
| 635 |
->select([ |
| 636 |
$this->db()->raw('avg(UNIX_TIMESTAMP(waiting_since)) as avg_waiting'), |
| 637 |
$this->db()->raw('MIN(UNIX_TIMESTAMP(waiting_since)) as max_waiting'), |
| 638 |
$this->db()->raw('COUNT(*) as total_tickets') |
| 639 |
]) |
| 640 |
->first(); |
| 641 |
|
| 642 |
if(!$waitStat) { |
| 643 |
return false; |
| 644 |
} |
| 645 |
|
| 646 |
$waitStat->avg_waiting = intval($waitStat->avg_waiting); |
| 647 |
if($waitStat->avg_waiting > 0) { |
| 648 |
$waitSeconds = time() - $waitStat->avg_waiting; |
| 649 |
if( $waitSeconds < 172800 && $waitSeconds > 7200) { |
| 650 |
$avgWait = ceil($waitSeconds / 3600) . ' hours'; |
| 651 |
} else { |
| 652 |
$avgWait = human_time_diff($waitStat->avg_waiting, time()); |
| 653 |
} |
| 654 |
} else { |
| 655 |
$avgWait = 0; |
| 656 |
} |
| 657 |
|
| 658 |
return [ |
| 659 |
'average_waiting' => $avgWait, |
| 660 |
'max_waiting' => (intval($waitStat->max_waiting)) ? human_time_diff(intval($waitStat->max_waiting), time()) : 0, |
| 661 |
'waiting_tickets' => $waitStat->total_tickets |
| 662 |
]; |
| 663 |
} |
| 664 |
|
| 665 |
/** |
| 666 |
* Same as getActiveStats() for one agent's tickets. |
| 667 |
* |
| 668 |
* @param $agentId |
| 669 |
* @return array|false |
| 670 |
*/ |
| 671 |
public function getActiveStatByAgent($agentId) |
| 672 |
{ |
| 673 |
$waitStat = (new AgentTicketAccess())->applyMailboxRestrictionScope(Ticket::waitingOnly()) |
| 674 |
->where('status', '!=', 'closed') |
| 675 |
->whereNotNull('waiting_since') |
| 676 |
->where('agent_id', $agentId) |
| 677 |
->select([ |
| 678 |
$this->db()->raw('avg(UNIX_TIMESTAMP(waiting_since)) as avg_waiting'), |
| 679 |
$this->db()->raw('MIN(UNIX_TIMESTAMP(waiting_since)) as max_waiting'), |
| 680 |
$this->db()->raw('COUNT(*) as total_tickets') |
| 681 |
]) |
| 682 |
->first(); |
| 683 |
|
| 684 |
if(!$waitStat) { |
| 685 |
return false; |
| 686 |
} |
| 687 |
|
| 688 |
return $this->formatActiveStat($waitStat); |
| 689 |
} |
| 690 |
|
| 691 |
/** |
| 692 |
* Batched getActiveStatByAgent() aggregate, keyed by agent id. Agents with |
| 693 |
* no waiting tickets have no row. |
| 694 |
* @param array $agentIds |
| 695 |
* @return \FluentSupport\Framework\Database\Orm\Collection|array |
| 696 |
*/ |
| 697 |
public function getWaitStatsByAgents($agentIds) |
| 698 |
{ |
| 699 |
if (empty($agentIds)) { |
| 700 |
return []; |
| 701 |
} |
| 702 |
|
| 703 |
return (new AgentTicketAccess())->applyMailboxRestrictionScope(Ticket::waitingOnly()) |
| 704 |
->where('status', '!=', 'closed') |
| 705 |
->whereNotNull('waiting_since') |
| 706 |
->whereIn('agent_id', $agentIds) |
| 707 |
->select([ |
| 708 |
'agent_id', |
| 709 |
$this->db()->raw('avg(UNIX_TIMESTAMP(waiting_since)) as avg_waiting'), |
| 710 |
$this->db()->raw('MIN(UNIX_TIMESTAMP(waiting_since)) as max_waiting'), |
| 711 |
$this->db()->raw('COUNT(*) as total_tickets') |
| 712 |
]) |
| 713 |
->groupBy('agent_id') |
| 714 |
->get() |
| 715 |
->keyBy('agent_id'); |
| 716 |
} |
| 717 |
|
| 718 |
/** |
| 719 |
* Format a wait-time aggregate row for display. |
| 720 |
* @param $waitStat |
| 721 |
* @return array |
| 722 |
*/ |
| 723 |
private function formatActiveStat($waitStat) |
| 724 |
{ |
| 725 |
$waitStat->avg_waiting = intval($waitStat->avg_waiting); |
| 726 |
if($waitStat->avg_waiting > 0) { |
| 727 |
$waitSeconds = time() - $waitStat->avg_waiting; |
| 728 |
if( $waitSeconds < 172800 && $waitSeconds > 7200) { |
| 729 |
$avgWait = ceil($waitSeconds / 3600) . ' hours'; |
| 730 |
} else { |
| 731 |
$avgWait = human_time_diff($waitStat->avg_waiting, time()); |
| 732 |
} |
| 733 |
} else { |
| 734 |
$avgWait = 0; |
| 735 |
} |
| 736 |
|
| 737 |
return [ |
| 738 |
'average_waiting' => $avgWait, |
| 739 |
'max_waiting' => (intval($waitStat->max_waiting)) ? human_time_diff(intval($waitStat->max_waiting), time()) : 0, |
| 740 |
'waiting_tickets' => $waitStat->total_tickets |
| 741 |
]; |
| 742 |
} |
| 743 |
|
| 744 |
public function getQueryResults($from, $to, $filter) |
| 745 |
{ |
| 746 |
switch ($filter['report_type']) { |
| 747 |
case 'ticket': |
| 748 |
return $this->getTicketStats($from, $to); |
| 749 |
case 'agent_response': |
| 750 |
return $this->getResponseStats($from, $to, 'agent', $filter['agent_id'] ?? null); |
| 751 |
case 'customer_response': |
| 752 |
return $this->getResponseStats($from, $to, 'customer'); |
| 753 |
default: |
| 754 |
return []; |
| 755 |
} |
| 756 |
} |
| 757 |
|
| 758 |
public function getTicketStats($from, $to, $productId = null) |
| 759 |
{ |
| 760 |
global $wpdb; |
| 761 |
|
| 762 |
$whereClause = ''; |
| 763 |
$queryParams = []; |
| 764 |
|
| 765 |
if ($from && $to) { |
| 766 |
$start_date = gmdate('Y-m-d 00:00:00', strtotime($from)); |
| 767 |
$end_date = gmdate('Y-m-d 23:59:59', strtotime($to)); |
| 768 |
$whereClause = 'WHERE created_at BETWEEN %s AND %s'; |
| 769 |
$queryParams[] = $start_date; |
| 770 |
$queryParams[] = $end_date; |
| 771 |
} |
| 772 |
|
| 773 |
if ($productId) { |
| 774 |
$whereClause .= ($whereClause ? ' AND ' : 'WHERE ') . 'product_id = %d'; |
| 775 |
$queryParams[] = intval($productId); |
| 776 |
} |
| 777 |
|
| 778 |
// Raw SQL, so the query-builder helper cannot be used. |
| 779 |
$restrictedMailboxIds = PermissionManager::getRestrictedMailboxIds(); |
| 780 |
|
| 781 |
if ($restrictedMailboxIds) { |
| 782 |
$restrictedList = implode(',', array_map('intval', $restrictedMailboxIds)); |
| 783 |
$whereClause .= ($whereClause ? ' AND ' : 'WHERE ') |
| 784 |
. "(mailbox_id NOT IN ({$restrictedList}) OR mailbox_id IS NULL)"; |
| 785 |
} |
| 786 |
|
| 787 |
// $whereClause holds only literals and int ids. Dates are bound in prepare() below. |
| 788 |
// phpcs:ignore WordPress.DB.PreparedSQL.InterpolatedNotPrepared |
| 789 |
$query = "SELECT DAYNAME(created_at) AS weekday, HOUR(created_at) AS hour, COUNT(*) AS count |
| 790 |
FROM {$wpdb->prefix}fs_tickets |
| 791 |
{$whereClause} |
| 792 |
GROUP BY DAYNAME(created_at), HOUR(created_at) |
| 793 |
ORDER BY FIELD(DAYNAME(created_at), 'Monday', 'Tuesday', 'Wednesday', 'Thursday', 'Friday', 'Saturday', 'Sunday'), HOUR(created_at)"; |
| 794 |
|
| 795 |
// phpcs:ignore PluginCheck.Security.DirectDB.UnescapedDBParameter -- $query structure is hardcoded; values are bound via $wpdb->prepare() when $queryParams is non-empty. |
| 796 |
$results = $queryParams |
| 797 |
? $wpdb->get_results($wpdb->prepare($query, $queryParams)) // phpcs:ignore WordPress.DB.PreparedSQL.NotPrepared |
| 798 |
: $wpdb->get_results($query); // phpcs:ignore WordPress.DB.PreparedSQL.NotPrepared |
| 799 |
|
| 800 |
$fillData = array_fill(0, 24, 0); |
| 801 |
$fillData = array_combine(array_map(function ($hour) { |
| 802 |
return sprintf('%1d:00', $hour); |
| 803 |
}, array_keys($fillData)), $fillData); |
| 804 |
|
| 805 |
$report = [ |
| 806 |
'Mon' => $fillData, |
| 807 |
'Tue' => $fillData, |
| 808 |
'Wed' => $fillData, |
| 809 |
'Thu' => $fillData, |
| 810 |
'Fri' => $fillData, |
| 811 |
'Sat' => $fillData, |
| 812 |
'Sun' => $fillData |
| 813 |
]; |
| 814 |
|
| 815 |
foreach ($results as $result) { |
| 816 |
$weekdayName = substr($result->weekday, 0, 3); |
| 817 |
if (!isset($report[$weekdayName])) { |
| 818 |
$report[$weekdayName] = $fillData; |
| 819 |
} |
| 820 |
$report[$weekdayName][sprintf('%1d:00', $result->hour)] = (int)$result->count; |
| 821 |
} |
| 822 |
|
| 823 |
return $report; |
| 824 |
} |
| 825 |
|
| 826 |
public function getResponseStats($from, $to, $reportType, $agentId = null, $productId = null) |
| 827 |
{ |
| 828 |
global $wpdb; |
| 829 |
|
| 830 |
$whereClause = ' AND p.person_type = %s'; |
| 831 |
$queryParams = [$reportType]; |
| 832 |
|
| 833 |
if ($from && $to) { |
| 834 |
$start_date = gmdate('Y-m-d 00:00:00', strtotime($from)); |
| 835 |
$end_date = gmdate('Y-m-d 23:59:59', strtotime($to)); |
| 836 |
$whereClause .= ' AND c.created_at BETWEEN %s AND %s'; |
| 837 |
$queryParams[] = $start_date; |
| 838 |
$queryParams[] = $end_date; |
| 839 |
} |
| 840 |
|
| 841 |
if ($agentId) { |
| 842 |
$whereClause .= ' AND c.person_id = %d'; |
| 843 |
$queryParams[] = intval($agentId); |
| 844 |
} |
| 845 |
|
| 846 |
// Mailbox and product scoping go through the parent ticket. |
| 847 |
$ticketConditions = []; |
| 848 |
$restrictedMailboxIds = PermissionManager::getRestrictedMailboxIds(); |
| 849 |
|
| 850 |
if ($restrictedMailboxIds) { |
| 851 |
$restrictedList = implode(',', array_map('intval', $restrictedMailboxIds)); |
| 852 |
$ticketConditions[] = "(t.mailbox_id NOT IN ({$restrictedList}) OR t.mailbox_id IS NULL)"; |
| 853 |
} |
| 854 |
|
| 855 |
if ($productId) { |
| 856 |
$ticketConditions[] = 't.product_id = %d'; |
| 857 |
$queryParams[] = intval($productId); |
| 858 |
} |
| 859 |
|
| 860 |
if ($ticketConditions) { |
| 861 |
$whereClause .= " AND EXISTS (SELECT 1 FROM {$wpdb->prefix}fs_tickets t" |
| 862 |
. " WHERE t.id = c.ticket_id AND " . implode(' AND ', $ticketConditions) . ')'; |
| 863 |
} |
| 864 |
|
| 865 |
// Responses by weekday and hour, for agents or customers per $reportType |
| 866 |
$query = $wpdb->prepare( |
| 867 |
"SELECT DAYNAME(c.created_at) AS weekday, HOUR(c.created_at) AS hour, COUNT(*) AS count |
| 868 |
FROM {$wpdb->prefix}fs_conversations AS c |
| 869 |
JOIN {$wpdb->prefix}fs_persons AS p ON c.person_id = p.id |
| 870 |
WHERE c.conversation_type = 'response' |
| 871 |
{$whereClause} |
| 872 |
GROUP BY DAYNAME(c.created_at), HOUR(c.created_at) |
| 873 |
ORDER BY FIELD(DAYNAME(c.created_at), 'Monday', 'Tuesday', 'Wednesday', 'Thursday', 'Friday', 'Saturday', 'Sunday'), HOUR(c.created_at)", |
| 874 |
$queryParams |
| 875 |
); |
| 876 |
|
| 877 |
// phpcs:ignore PluginCheck.Security.DirectDB.UnescapedDBParameter,WordPress.DB.PreparedSQL.NotPrepared -- $query is the output of $wpdb->prepare() above; checker incorrectly traces back through the prepared parameters. |
| 878 |
$results = $wpdb->get_results($query); |
| 879 |
|
| 880 |
$fillData = array_fill(0, 24, 0); |
| 881 |
$fillData = array_combine(array_map(function ($hour) { |
| 882 |
return sprintf('%1d:00', $hour); |
| 883 |
}, array_keys($fillData)), $fillData); |
| 884 |
|
| 885 |
$report = [ |
| 886 |
'Mon' => $fillData, |
| 887 |
'Tue' => $fillData, |
| 888 |
'Wed' => $fillData, |
| 889 |
'Thu' => $fillData, |
| 890 |
'Fri' => $fillData, |
| 891 |
'Sat' => $fillData, |
| 892 |
'Sun' => $fillData |
| 893 |
]; |
| 894 |
|
| 895 |
foreach ($results as $result) { |
| 896 |
$weekdayName = substr($result->weekday, 0, 3); |
| 897 |
if (!isset($report[$weekdayName])) { |
| 898 |
$report[$weekdayName] = $fillData; |
| 899 |
} |
| 900 |
$report[$weekdayName][sprintf('%01d:00', $result->hour)] = (int)$result->count; |
| 901 |
} |
| 902 |
|
| 903 |
return $report; |
| 904 |
} |
| 905 |
|
| 906 |
public function getTicketResponseStats($from, $to, $filter) |
| 907 |
{ |
| 908 |
$query = (new AgentTicketAccess())->applyMailboxRestrictionScopeViaTicket( |
| 909 |
Conversation::query() |
| 910 |
) |
| 911 |
->select('id', 'ticket_id', 'person_id', 'created_at', 'content') |
| 912 |
->addSelect([ |
| 913 |
'person_type' => Person::select('person_type') |
| 914 |
->whereColumn('id', 'fs_conversations.person_id'), |
| 915 |
'full_name' => Person::selectRaw("CONCAT(first_name, ' ', last_name)") |
| 916 |
->whereColumn('id', 'fs_conversations.person_id') |
| 917 |
]) |
| 918 |
->where('conversation_type', 'response') |
| 919 |
->when(Arr::get($filter, 'person_type'), function (Builder $q, $personType) { |
| 920 |
return $q->whereHas('person', function ($q) use ($personType) { |
| 921 |
return $q->where('person_type', $personType); |
| 922 |
}); |
| 923 |
}) |
| 924 |
->when(($from && $to), function ($q) use ($from, $to) { |
| 925 |
return $q->whereBetween('created_at', [ |
| 926 |
DateTime::parse($from)->startOfDay(), |
| 927 |
DateTime::parse($to)->endOfDay() |
| 928 |
]); |
| 929 |
}) |
| 930 |
->when(Arr::get($filter, 'person_id'), function ($q, $personId) { |
| 931 |
return $q->where('person_id', $personId); |
| 932 |
}); |
| 933 |
|
| 934 |
return $query->get(); |
| 935 |
} |
| 936 |
|
| 937 |
public function applyDateFilter($query, $from, $to) |
| 938 |
{ |
| 939 |
if ($from && $to) { |
| 940 |
$from .= ' 00:00:00'; |
| 941 |
$to .= ' 23:59:59'; |
| 942 |
|
| 943 |
$query->whereBetween('created_at', [$from, $to]); |
| 944 |
} |
| 945 |
} |
| 946 |
|
| 947 |
public function finalizeQuery($query) |
| 948 |
{ |
| 949 |
return $query->groupByRaw('DAYNAME(created_at), HOUR(created_at)') |
| 950 |
->orderByRaw("FIELD(DAYNAME(created_at), 'Monday', 'Tuesday', 'Wednesday', 'Thursday', 'Friday', 'Saturday', 'Sunday'), HOUR(created_at)") |
| 951 |
->get(); |
| 952 |
} |
| 953 |
|
| 954 |
public function formatResults($results) |
| 955 |
{ |
| 956 |
$dataItems = [ |
| 957 |
'Mon' => [], 'Tue' => [], 'Wed' => [], 'Thu' => [], 'Fri' => [], 'Sat' => [], 'Sun' => [] |
| 958 |
]; |
| 959 |
|
| 960 |
$hours = array_map(function ($hour) { |
| 961 |
return $hour . ":00"; |
| 962 |
}, range(0, 23)); |
| 963 |
|
| 964 |
foreach ($dataItems as $day => $data) { |
| 965 |
$dataItems[$day] = array_fill_keys($hours, 0); |
| 966 |
} |
| 967 |
|
| 968 |
foreach ($results as $row) { |
| 969 |
$day = substr($row['day_of_week'], 0, 3); |
| 970 |
$hour = $row['hour_of_day'] . ":00"; |
| 971 |
$dataItems[$day][$hour] = (int) $row['count']; |
| 972 |
} |
| 973 |
|
| 974 |
return $dataItems; |
| 975 |
} |
| 976 |
} |
| 977 |
|
