| @@ -2,24 +2,24 @@ | ||
| 2 | 2 | |
| 3 | 3 | namespace FluentSupport\App\Modules\Reporting; |
| 4 | 4 | |
| 5 | 5 | use FluentSupport\App\Models\Agent; |
| 6 | +use FluentSupport\App\Models\AgentGroup; | |
| 6 | 7 | use FluentSupport\App\Models\Conversation; |
| 7 | 8 | use FluentSupport\App\Models\MailBox; |
| 8 | -use FluentSupport\App\Models\Meta; | |
| 9 | 9 | use FluentSupport\App\Models\Person; |
| 10 | 10 | use FluentSupport\App\Models\Product; |
| 11 | +use FluentSupport\App\Models\TagPivot; | |
| 11 | 12 | use FluentSupport\App\Models\Ticket; |
| 13 | +use FluentSupport\App\Modules\PermissionManager; | |
| 12 | 14 | use FluentSupport\App\Services\Helper; |
| 15 | +use FluentSupport\App\Services\Tickets\AgentTicketAccess; | |
| 13 | 16 | use FluentSupport\Framework\Database\Orm\Builder; |
| 14 | 17 | use FluentSupport\Framework\Support\Arr; |
| 15 | 18 | use FluentSupport\Framework\Support\DateTime; |
| 16 | 19 | |
| 17 | 20 | /** |
| 18 | - * Reporting class is responsible for getting data related to report | |
| 19 | - * @package FluentSupport\App\Modules\Reporting | |
| 20 | - * | |
| 21 | - * @version 1.0.0 | |
| 21 | + * Ticket, response and agent reports, scoped to the current agent's mailboxes. | |
| 22 | 22 | */ |
| 23 | 23 | class Reporting |
| 24 | 24 | { |
| 25 | 25 | use ReportingHelperTrait; |
| @@ -24,27 +24,25 @@ | ||
| 24 | 24 | { |
| 25 | 25 | use ReportingHelperTrait; |
| 26 | 26 | |
| 27 | 27 | /** |
| 28 | - * getTicketsGrowth will generate tickets statistics and return | |
| 29 | - * @param false $from | |
| 30 | - * @param false $to | |
| 28 | + * New tickets per period. | |
| 29 | + * | |
| 30 | + * @param string|false $from | |
| 31 | + * @param string|false $to | |
| 31 | 32 | * @param array $filters |
| 32 | 33 | * @return array |
| 33 | 34 | */ |
| 34 | 35 | public function getTicketsGrowth($from = false, $to = false, $filters = []) |
| 35 | 36 | { |
| 36 | - //Generate report period | |
| 37 | 37 | $period = $this->makeDatePeriod( |
| 38 | - $from = $this->makeFromDate($from),//Date from | |
| 39 | - $to = $this->makeToDate($to),//Date to | |
| 40 | - $frequency = $this->getFrequency($from, $to)// frequency P1D, P1W, P1M | |
| 38 | + $from = $this->makeFromDate($from), | |
| 39 | + $to = $this->makeToDate($to), | |
| 40 | + $frequency = $this->getFrequency($from, $to) | |
| 41 | 41 | ); |
| 42 | 42 | |
| 43 | - //Get group by and order by i.e date,week, month | |
| 44 | 43 | list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency); |
| 45 | 44 | |
| 46 | - //get all tickets statistics within the date range | |
| 47 | 45 | $query = $this->db()->table('fs_tickets') |
| 48 | 46 | ->select($this->prepareSelect($frequency)) |
| 49 | 47 | ->whereBetween('created_at', $this->prepareBetween($frequency, $from, $to)) |
| 50 | 48 | ->groupBy($groupBy) |
| @@ -49,9 +47,11 @@ | ||
| 49 | 47 | ->whereBetween('created_at', $this->prepareBetween($frequency, $from, $to)) |
| 50 | 48 | ->groupBy($groupBy) |
| 51 | 49 | ->oldest($orderBy); |
| 52 | 50 | |
| 53 | - //If filter by product or agent or status selected | |
| 51 | + // Scope first. A mailbox_id filter below is not proof of access. | |
| 52 | + (new AgentTicketAccess())->applyMailboxRestrictionScope($query); | |
| 53 | + | |
| 54 | 54 | if ($filters) { |
| 55 | 55 | if (!empty($filters['statuses'])) { |
| 56 | 56 | $query->whereIn('status', $filters['statuses']); |
| 57 | 57 | } |
| @@ -66,8 +66,12 @@ | ||
| 66 | 66 | |
| 67 | 67 | if (!empty($filters['mailbox_id'])) { |
| 68 | 68 | $query->where('mailbox_id', $filters['mailbox_id']); |
| 69 | 69 | } |
| 70 | + | |
| 71 | + if (!empty($filters['agent_ids'])) { | |
| 72 | + $query->whereIn('agent_id', $filters['agent_ids']); | |
| 73 | + } | |
| 70 | 74 | } |
| 71 | 75 | |
| 72 | 76 | $items = $query->get(); |
| 73 | 77 | |
| @@ -74,11 +78,12 @@ | ||
| 74 | 78 | return $this->getResult($period, $items); |
| 75 | 79 | } |
| 76 | 80 | |
| 77 | 81 | /** |
| 78 | - * getTicketResolveGrowth method will get the statistics for resolved/closed tickets | |
| 79 | - * @param false $from | |
| 80 | - * @param false $to | |
| 82 | + * Closed tickets per period, by resolved_at. | |
| 83 | + * | |
| 84 | + * @param string|false $from | |
| 85 | + * @param string|false $to | |
| 81 | 86 | * @param array $filters |
| 82 | 87 | * @return array |
| 83 | 88 | */ |
| 84 | 89 | public function getTicketResolveGrowth($from = false, $to = false, $filters = [], $type = '') |
| @@ -83,18 +88,17 @@ | ||
| 83 | 88 | */ |
| 84 | 89 | public function getTicketResolveGrowth($from = false, $to = false, $filters = [], $type = '') |
| 85 | 90 | { |
| 86 | 91 | $period = $this->makeDatePeriod( |
| 87 | - $from = $this->makeFromDate($from),//Date from | |
| 88 | - $to = $this->makeToDate($to),//date to | |
| 89 | - $frequency = $this->getFrequency($from, $to)// frequency P1D, P1W, P1M | |
| 92 | + $from = $this->makeFromDate($from), | |
| 93 | + $to = $this->makeToDate($to), | |
| 94 | + $frequency = $this->getFrequency($from, $to) | |
| 90 | 95 | ); |
| 91 | 96 | |
| 92 | - list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency);//Get group by and order by i.e date,week, month | |
| 97 | + list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency); | |
| 93 | 98 | |
| 94 | 99 | $filterColumn = (!empty($type)) ? $type.'_id' : 'id'; |
| 95 | 100 | |
| 96 | - //get the closed ticket statistics within the date range | |
| 97 | 101 | $query = $this->db()->table('fs_tickets') |
| 98 | 102 | ->select($this->prepareSelect($frequency, 'resolved_at')) |
| 99 | 103 | ->whereBetween('resolved_at', $this->prepareBetween($frequency, $from, $to)) |
| 100 | 104 | ->where('status', 'closed') |
| @@ -101,9 +105,10 @@ | ||
| 101 | 105 | ->where($filterColumn, '>', 0) |
| 102 | 106 | ->groupBy($groupBy) |
| 103 | 107 | ->oldest($orderBy); |
| 104 | 108 | |
| 105 | - //If filter by product or agent is selected | |
| 109 | + (new AgentTicketAccess())->applyMailboxRestrictionScope($query); | |
| 110 | + | |
| 106 | 111 | if ($filters) { |
| 107 | 112 | if (!empty($filters['product_id'])) { |
| 108 | 113 | $query->where('product_id', $filters['product_id']); |
| 109 | 114 | } |
| @@ -114,8 +119,12 @@ | ||
| 114 | 119 | |
| 115 | 120 | if (!empty($filters['mailbox_id'])) { |
| 116 | 121 | $query->where('mailbox_id', $filters['mailbox_id']); |
| 117 | 122 | } |
| 123 | + | |
| 124 | + if (!empty($filters['agent_ids'])) { | |
| 125 | + $query->whereIn('agent_id', $filters['agent_ids']); | |
| 126 | + } | |
| 118 | 127 | } |
| 119 | 128 | |
| 120 | 129 | $items = $query->get(); |
| 121 | 130 | |
| @@ -122,11 +131,12 @@ | ||
| 122 | 131 | return $this->getResult($period, $items); |
| 123 | 132 | } |
| 124 | 133 | |
| 125 | 134 | /** |
| 126 | - * getResponseGrowth method will generate the statistics for response | |
| 127 | - * @param false $from | |
| 128 | - * @param false $to | |
| 135 | + * Responses per period. | |
| 136 | + * | |
| 137 | + * @param string|false $from | |
| 138 | + * @param string|false $to | |
| 129 | 139 | * @param array $filters |
| 130 | 140 | * @return array |
| 131 | 141 | */ |
| 132 | 142 | public function getResponseGrowth($from = false, $to = false, $filters = []) |
| @@ -138,17 +148,17 @@ | ||
| 138 | 148 | ); |
| 139 | 149 | |
| 140 | 150 | list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency); |
| 141 | 151 | |
| 142 | - $query = Conversation::query() | |
| 143 | - ->select($this->prepareSelect($frequency)) | |
| 144 | - ->whereBetween('created_at', $this->prepareBetween($frequency, $from, $to)) | |
| 145 | - ->where('conversation_type', 'response') | |
| 146 | - ->whereHas('person', function ($q) { | |
| 147 | - $q->where('person_type', 'agent'); | |
| 148 | - }) | |
| 149 | - ->groupBy($groupBy) | |
| 150 | - ->oldest($orderBy); | |
| 152 | + $query = (new AgentTicketAccess())->applyMailboxRestrictionScopeViaTicket( | |
| 153 | + Conversation::query() | |
| 154 | + ->select($this->prepareSelect($frequency)) | |
| 155 | + ->whereBetween('created_at', $this->prepareBetween($frequency, $from, $to)) | |
| 156 | + ->where('conversation_type', 'response') | |
| 157 | + ->whereIn('person_id', Agent::getAgentIds()) | |
| 158 | + ->groupBy($groupBy) | |
| 159 | + ->oldest($orderBy) | |
| 160 | + ); | |
| 151 | 161 | |
| 152 | 162 | if ($filters) { |
| 153 | 163 | if (!empty($filters['person_id'])) { |
| 154 | 164 | $query->where('person_id', $filters['person_id']); |
| @@ -153,8 +163,12 @@ | ||
| 153 | 163 | if (!empty($filters['person_id'])) { |
| 154 | 164 | $query->where('person_id', $filters['person_id']); |
| 155 | 165 | } |
| 156 | 166 | |
| 167 | + if (!empty($filters['person_ids'])) { | |
| 168 | + $query->whereIn('person_id', $filters['person_ids']); | |
| 169 | + } | |
| 170 | + | |
| 157 | 171 | if (!empty($filters['product_id'])) { |
| 158 | 172 | $query->where('product_id', $filters['product_id']); |
| 159 | 173 | } |
| 160 | 174 | } |
| @@ -173,9 +187,9 @@ | ||
| 173 | 187 | ); |
| 174 | 188 | |
| 175 | 189 | list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency); |
| 176 | 190 | |
| 177 | - $filterColumn = $type."_id"; | |
| 191 | + $filterColumn = (!empty($type)) ? $type.'_id' : 'id'; | |
| 178 | 192 | |
| 179 | 193 | $query = $this->db()->table('fs_tickets') |
| 180 | 194 | ->select($this->prepareSelect($frequency,'created_at','response_count')) |
| 181 | 195 | ->whereBetween('created_at', $this->prepareBetween($frequency, $from, $to)) |
| @@ -183,8 +197,10 @@ | ||
| 183 | 197 | ->where($filterColumn, '>', 0) |
| 184 | 198 | ->groupBy($groupBy) |
| 185 | 199 | ->oldest($orderBy); |
| 186 | 200 | |
| 201 | + (new AgentTicketAccess())->applyMailboxRestrictionScope($query); | |
| 202 | + | |
| 187 | 203 | if ($filters) { |
| 188 | 204 | if (!empty($filters['product_id'])) { |
| 189 | 205 | $query->where('product_id', $filters['product_id']); |
| 190 | 206 | } |
| @@ -198,13 +214,29 @@ | ||
| 198 | 214 | |
| 199 | 215 | return $this->getResult($period, $items); |
| 200 | 216 | } |
| 201 | 217 | |
| 218 | + // One grouped query instead of one per agent; shared by the two summaries. | |
| 219 | + private function interactionCountsByAgent($from, $to, $access) | |
| 220 | + { | |
| 221 | + return $access->applyMailboxRestrictionScopeViaTicket( | |
| 222 | + Conversation::select([ | |
| 223 | + $this->db()->raw('person_id as agent_id'), | |
| 224 | + $this->db()->raw('COUNT(DISTINCT ticket_id) as count') | |
| 225 | + ]) | |
| 226 | + ->whereIn('person_id', Agent::getAgentIds()) | |
| 227 | + ->whereBetween('created_at', [$from, $to]) | |
| 228 | + ->where('conversation_type', 'response') | |
| 229 | + ->groupBy('person_id') | |
| 230 | + )->get(); | |
| 231 | + } | |
| 232 | + | |
| 202 | 233 | /** |
| 203 | - * agentSummary method will prepare ticket summary with responses by agent | |
| 204 | - * @param false $from | |
| 205 | - * @param false $to | |
| 206 | - * @param false $agent | |
| 234 | + * Per-agent ticket and response counts for a date range (default today). | |
| 235 | + * | |
| 236 | + * @param string|false $from | |
| 237 | + * @param string|false $to | |
| 238 | + * @param string|false $agent Comma-separated agent ids. | |
| 207 | 239 | * @return mixed |
| 208 | 240 | */ |
| 209 | 241 | public function agentSummary($from = false, $to = false, $agent = false) |
| 210 | 242 | { |
| @@ -219,9 +251,10 @@ | ||
| 219 | 251 | $from .= ' 00:00:00'; |
| 220 | 252 | $to .= ' 23:59:59'; |
| 221 | 253 | $reports = []; |
| 222 | 254 | |
| 223 | - //Get tickets statistics that are closed | |
| 255 | + $access = new AgentTicketAccess(); | |
| 256 | + | |
| 224 | 257 | $resolves = $this->db()->table('fs_tickets') |
| 225 | 258 | ->select([ |
| 226 | 259 | $this->db()->raw('COUNT(id) AS count'), |
| 227 | 260 | 'agent_id', |
| @@ -227,14 +260,15 @@ | ||
| 227 | 260 | 'agent_id', |
| 228 | 261 | ]) |
| 229 | 262 | ->groupBy('agent_id') |
| 230 | 263 | ->where('status', 'closed') |
| 231 | - ->whereBetween('resolved_at', [$from, $to]) | |
| 232 | - ->get(); | |
| 264 | + ->whereBetween('resolved_at', [$from, $to]); | |
| 233 | 265 | |
| 266 | + $resolves = $access->applyMailboxRestrictionScope($resolves)->get(); | |
| 267 | + | |
| 234 | 268 | $reports = $this->pushReportData('closed', $resolves, $reports, 'agent_id'); |
| 235 | 269 | |
| 236 | - //get statistics for all except closed ticket | |
| 270 | + // Open tickets aren't limited to the date range | |
| 237 | 271 | $openTickets = $this->db()->table('fs_tickets') |
| 238 | 272 | ->select([ |
| 239 | 273 | $this->db()->raw('COUNT(id) AS count'), |
| 240 | 274 | 'agent_id' |
| @@ -239,35 +273,30 @@ | ||
| 239 | 273 | $this->db()->raw('COUNT(id) AS count'), |
| 240 | 274 | 'agent_id' |
| 241 | 275 | ]) |
| 242 | 276 | ->groupBy('agent_id') |
| 243 | - ->where('status', '!=', 'closed') | |
| 244 | - ->get(); | |
| 277 | + ->where('status', '!=', 'closed'); | |
| 245 | 278 | |
| 279 | + $openTickets = $access->applyMailboxRestrictionScope($openTickets)->get(); | |
| 280 | + | |
| 246 | 281 | $reports = $this->pushReportData('opens', $openTickets, $reports, 'agent_id'); |
| 247 | - //Get response by agent | |
| 248 | - $responses = Conversation::select([ | |
| 249 | - $this->db()->raw('COUNT(id) AS count'), | |
| 250 | - $this->db()->raw('person_id as agent_id'), | |
| 251 | - $this->db()->raw('created_at') | |
| 252 | - ]) | |
| 253 | - ->whereHas('person', function ($q) { | |
| 254 | - $q->where('person_type', '=', 'agent'); | |
| 255 | - }) | |
| 256 | - ->whereBetween('created_at', [$from, $to]) | |
| 257 | - ->where('conversation_type', 'response') | |
| 258 | - ->groupBy('agent_id') | |
| 259 | - ->get(); | |
| 282 | + $responses = $access->applyMailboxRestrictionScopeViaTicket( | |
| 283 | + Conversation::select([ | |
| 284 | + $this->db()->raw('COUNT(id) AS count'), | |
| 285 | + $this->db()->raw('person_id as agent_id'), | |
| 286 | + $this->db()->raw('created_at') | |
| 287 | + ]) | |
| 288 | + ->whereIn('person_id', Agent::getAgentIds()) | |
| 289 | + ->whereBetween('created_at', [$from, $to]) | |
| 290 | + ->where('conversation_type', 'response') | |
| 291 | + ->groupBy('agent_id') | |
| 292 | + )->get(); | |
| 260 | 293 | |
| 261 | 294 | $reports = $this->pushReportData('responses', $responses, $reports, 'agent_id'); |
| 262 | - //Get interactions/responses by individual agents | |
| 263 | - foreach ($responses as $response) { | |
| 264 | - $reports[$response->agent_id]['interactions'] = Conversation::where('person_id', $response->agent_id) | |
| 265 | - ->where('conversation_type', 'response') | |
| 266 | - ->whereBetween('created_at', [$from, $to]) | |
| 267 | - ->groupBy('ticket_id') | |
| 268 | - ->get() | |
| 269 | - ->count(); | |
| 295 | + foreach ($this->interactionCountsByAgent($from, $to, $access) as $row) { | |
| 296 | + if (isset($reports[$row->agent_id])) { | |
| 297 | + $reports[$row->agent_id]['interactions'] = (int) $row->count; | |
| 298 | + } | |
| 270 | 299 | } |
| 271 | 300 | |
| 272 | 301 | $agentIds = array_keys($reports); |
| 273 | 302 | |
| @@ -274,72 +303,67 @@ | ||
| 274 | 303 | if ($agent) { |
| 275 | 304 | $agentIds = array_map('intval', explode(',', $agent)); |
| 276 | 305 | } |
| 277 | 306 | |
| 278 | - // get agent feedback statistics | |
| 279 | 307 | $agentFeedbackRatingEnabled = Helper::getBusinessSettings('agent_feedback_rating') === 'yes'; |
| 280 | 308 | if (defined('FLUENTSUPPORTPRO_PLUGIN_VERSION') && $agentFeedbackRatingEnabled) { |
| 281 | - $agentConversations = Conversation::select([ | |
| 282 | - $this->db()->raw('person_id as agent_id'), | |
| 283 | - $this->db()->raw('GROUP_CONCAT(id) as conversation_ids') | |
| 284 | - ]) | |
| 285 | - ->whereIn('person_id', $agentIds) | |
| 286 | - ->whereHas('person', function ($q) { | |
| 287 | - $q->where('person_type', '=', 'agent'); | |
| 288 | - }) | |
| 289 | - ->where('conversation_type', 'response') | |
| 290 | - ->groupBy('agent_id') | |
| 291 | - ->get(); | |
| 309 | + global $wpdb; | |
| 310 | + $prefix = $wpdb->prefix; | |
| 292 | 311 | |
| 293 | - foreach ($agentConversations as $conversation) { | |
| 294 | - $conversationIds = array_map('intval', explode(',', $conversation->conversation_ids)); | |
| 312 | + // 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') | |
| 316 | + ->join('fs_tickets', 'fs_tickets.id', '=', 'fs_conversations.ticket_id') | |
| 317 | + ->select([ | |
| 318 | + $this->db()->raw($prefix . 'fs_conversations.person_id AS agent_id'), | |
| 319 | + $this->db()->raw("SUM(CASE WHEN {$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 | + ]) | |
| 322 | + ->where('fs_meta.object_type', 'conversation_meta') | |
| 323 | + ->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'); | |
| 295 | 329 | |
| 296 | - $feedbackMeta = Meta::whereIn('object_id', $conversationIds) | |
| 297 | - ->where('key', 'agent_feedback_ratings') | |
| 298 | - ->whereBetween('created_at', [$from, $to]) | |
| 299 | - ->get(); | |
| 330 | + foreach ($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 | + } | |
| 300 | 335 | |
| 301 | - $likeCount = 0; | |
| 302 | - $dislikeCount = 0; | |
| 336 | + // Without an agent filter, list every agent, including those with no | |
| 337 | + // activity in the range. | |
| 338 | + $agentsQuery = Agent::select(['id', 'first_name', 'last_name', 'email']); | |
| 303 | 339 | |
| 304 | - foreach ($feedbackMeta as $feedback) { | |
| 305 | - $feedbackStatus = $feedback->value; | |
| 340 | + if ($agent) { | |
| 341 | + $agentsQuery->whereIn('id', $agentIds); | |
| 342 | + } | |
| 306 | 343 | |
| 307 | - if ($feedbackStatus === 'like') { | |
| 308 | - $likeCount++; | |
| 309 | - } elseif ($feedbackStatus === 'dislike') { | |
| 310 | - $dislikeCount++; | |
| 311 | - } | |
| 312 | - } | |
| 344 | + $agents = $agentsQuery->get(); | |
| 313 | 345 | |
| 314 | - $agentId = $conversation->agent_id; | |
| 315 | - $reports[$agentId]['likes'] = $likeCount; | |
| 316 | - $reports[$agentId]['dislikes'] = $dislikeCount; | |
| 317 | - } | |
| 318 | - } | |
| 346 | + $reportFields = [ | |
| 347 | + 'interactions' => 0, | |
| 348 | + 'responses' => 0, | |
| 349 | + 'opens' => 0, | |
| 350 | + 'closed' => 0, | |
| 351 | + 'waiting_tickets' => 0, | |
| 352 | + ]; | |
| 319 | 353 | |
| 320 | - $agents = Agent::select(['id', 'first_name', 'last_name']) | |
| 321 | - ->whereIn('id', $agentIds) | |
| 322 | - ->get(); | |
| 354 | + $additionalFields = defined('FLUENTSUPPORTPRO_PLUGIN_VERSION') && $agentFeedbackRatingEnabled ? ['likes' => 0, 'dislikes' => 0] : []; | |
| 355 | + $reportFields = $reportFields + $additionalFields; | |
| 323 | 356 | |
| 357 | + // One grouped query for all agents instead of one per agent. | |
| 358 | + $waitStats = $this->getWaitStatsByAgents($agents->pluck('id')->toArray()); | |
| 359 | + $emptyActiveStat = ['average_waiting' => 0, 'max_waiting' => 0, 'waiting_tickets' => 0]; | |
| 360 | + | |
| 324 | 361 | foreach ($agents as $agent) { |
| 325 | - $report = NULL; | |
| 326 | - if(isset($reports[$agent->id])) { | |
| 327 | - $reportFields = [ | |
| 328 | - 'interactions' => 0, | |
| 329 | - 'responses' => 0, | |
| 330 | - 'opens' => 0, | |
| 331 | - 'closed' => 0, | |
| 332 | - 'waiting_tickets' => 0, | |
| 333 | - ]; | |
| 334 | - | |
| 335 | - $additionalFields = defined('FLUENTSUPPORTPRO_PLUGIN_VERSION') && $agentFeedbackRatingEnabled ? ['likes' => 0, 'dislikes' => 0] : []; | |
| 336 | - $reportFields = $reportFields + $additionalFields; | |
| 337 | - | |
| 338 | - $report = wp_parse_args($reports[$agent->id], $reportFields); | |
| 339 | - } | |
| 340 | - $agent->stats = $report; | |
| 341 | - $agent->active_stat = $this->getActiveStatByAgent($agent->id); | |
| 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; | |
| 342 | 366 | } |
| 343 | 367 | return $agents; |
| 344 | 368 | } |
| 345 | 369 | |
| @@ -361,8 +385,10 @@ | ||
| 361 | 385 | $reports = []; |
| 362 | 386 | |
| 363 | 387 | $groupByField = $type == 'product' ? 'product_id' : 'mailbox_id'; |
| 364 | 388 | |
| 389 | + $access = new AgentTicketAccess(); | |
| 390 | + | |
| 365 | 391 | $resolves = $this->db()->table('fs_tickets') |
| 366 | 392 | ->select([ |
| 367 | 393 | $this->db()->raw('COUNT(id) AS count'), |
| 368 | 394 | $groupByField, |
| @@ -368,11 +394,12 @@ | ||
| 368 | 394 | $groupByField, |
| 369 | 395 | ]) |
| 370 | 396 | ->groupBy($groupByField) |
| 371 | 397 | ->where('status', 'closed') |
| 372 | - ->whereBetween('resolved_at', [$from, $to]) | |
| 373 | - ->get(); | |
| 398 | + ->whereBetween('resolved_at', [$from, $to]); | |
| 374 | 399 | |
| 400 | + $resolves = $access->applyMailboxRestrictionScope($resolves)->get(); | |
| 401 | + | |
| 375 | 402 | $reports = $this->pushReportData('closed', $resolves, $reports, $groupByField); |
| 376 | 403 | |
| 377 | 404 | $openTickets = $this->db()->table('fs_tickets') |
| 378 | 405 | ->select([ |
| @@ -380,11 +407,12 @@ | ||
| 380 | 407 | $groupByField |
| 381 | 408 | ]) |
| 382 | 409 | ->groupBy($groupByField) |
| 383 | 410 | ->where('status', '!=', 'closed') |
| 384 | - ->whereBetween('created_at', [$from, $to]) | |
| 385 | - ->get(); | |
| 411 | + ->whereBetween('created_at', [$from, $to]); | |
| 386 | 412 | |
| 413 | + $openTickets = $access->applyMailboxRestrictionScope($openTickets)->get(); | |
| 414 | + | |
| 387 | 415 | $reports = $this->pushReportData('opens', $openTickets, $reports, $groupByField); |
| 388 | 416 | |
| 389 | 417 | $responses = $this->db()->table('fs_conversations') |
| 390 | 418 | ->join('fs_tickets', 'fs_tickets.id', '=', 'fs_conversations.ticket_id') |
| @@ -392,38 +420,30 @@ | ||
| 392 | 420 | $this->db()->raw('COUNT(' . $tablePrefix . 'fs_conversations.id) AS count'), |
| 393 | 421 | 'fs_tickets.' . $groupByField, |
| 394 | 422 | ]) |
| 395 | 423 | ->groupBy('fs_tickets.' . $groupByField) |
| 396 | - ->whereBetween('fs_conversations.created_at', [$from, $to]) | |
| 397 | - ->get(); | |
| 424 | + ->whereBetween('fs_conversations.created_at', [$from, $to]); | |
| 398 | 425 | |
| 426 | + $responses = $access->applyMailboxRestrictionScope($responses)->get(); | |
| 427 | + | |
| 399 | 428 | $reports = $this->pushReportData('responses', $responses, $reports, $groupByField); |
| 400 | 429 | |
| 401 | - $ticketIds = $this->db()->table('fs_tickets') | |
| 402 | - ->select([ | |
| 403 | - $groupByField, | |
| 404 | - $this->db()->raw('GROUP_CONCAT(id) AS ticket_ids'), | |
| 405 | - ]) | |
| 406 | - ->where($groupByField, '!=', 0) | |
| 407 | - ->groupBy($groupByField) | |
| 408 | - ->get(); | |
| 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); | |
| 409 | 441 | |
| 410 | - $result = []; | |
| 411 | - foreach ($ticketIds as $item) { | |
| 412 | - $result[$item->{$groupByField}] = explode(',', $item->ticket_ids); | |
| 413 | - } | |
| 442 | + $interactions = $access->applyMailboxRestrictionScope($interactions)->get(); | |
| 414 | 443 | |
| 415 | - foreach ($result as $id => $ticketIds) { | |
| 416 | - $interactions = Conversation::whereIn('ticket_id', $ticketIds) | |
| 417 | - ->where('conversation_type', 'response') | |
| 418 | - ->whereBetween('created_at', [$from, $to]) | |
| 419 | - ->groupBy('ticket_id') | |
| 420 | - ->get() | |
| 421 | - ->count(); | |
| 444 | + $reports = $this->pushReportData('interactions', $interactions, $reports, $groupByField); | |
| 422 | 445 | |
| 423 | - $reports[$id]['interactions'] = $interactions; | |
| 424 | - } | |
| 425 | - | |
| 426 | 446 | $ids = array_keys($reports); |
| 427 | 447 | |
| 428 | 448 | $types = [ |
| 429 | 449 | 'product' => [ |
| @@ -459,9 +479,116 @@ | ||
| 459 | 479 | return $items; |
| 460 | 480 | } |
| 461 | 481 | |
| 462 | 482 | /** |
| 463 | - * pushReportData method will format the ticket summary report | |
| 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 | + * | |
| 464 | 591 | * @param $type |
| 465 | 592 | * @param $tickets |
| 466 | 593 | * @param $reports |
| 467 | 594 | * @param $groupByField |
| @@ -486,18 +613,26 @@ | ||
| 486 | 613 | return $reports; |
| 487 | 614 | } |
| 488 | 615 | |
| 489 | 616 | /** |
| 490 | - * getActiveStats method will return the statistics for active tickets | |
| 491 | - * This method will get the list of open tickets calculate the wait times and return results | |
| 617 | + * Wait-time stats for open tickets awaiting an agent reply. | |
| 618 | + * | |
| 619 | + * @param int|null $productId Narrow to one product's tickets | |
| 492 | 620 | * @return array|false |
| 493 | 621 | */ |
| 494 | - public function getActiveStats() | |
| 622 | + public function getActiveStats($productId = null) | |
| 495 | 623 | { |
| 496 | - // We will calculate the wait times for open waiting tickets | |
| 497 | - $waitStat = Ticket::waitingOnly() | |
| 624 | + $query = (new AgentTicketAccess())->applyMailboxRestrictionScope( | |
| 625 | + Ticket::waitingOnly() | |
| 626 | + ) | |
| 498 | 627 | ->where('status', '!=', 'closed') |
| 499 | - ->whereNotNull('waiting_since') | |
| 628 | + ->whereNotNull('waiting_since'); | |
| 629 | + | |
| 630 | + if ($productId) { | |
| 631 | + $query->where('product_id', $productId); | |
| 632 | + } | |
| 633 | + | |
| 634 | + $waitStat = $query | |
| 500 | 635 | ->select([ |
| 501 | 636 | $this->db()->raw('avg(UNIX_TIMESTAMP(waiting_since)) as avg_waiting'), |
| 502 | 637 | $this->db()->raw('MIN(UNIX_TIMESTAMP(waiting_since)) as max_waiting'), |
| 503 | 638 | $this->db()->raw('COUNT(*) as total_tickets') |
| @@ -527,16 +662,16 @@ | ||
| 527 | 662 | ]; |
| 528 | 663 | } |
| 529 | 664 | |
| 530 | 665 | /** |
| 531 | - * getActiveStatByAgent method will return the statistics of active tickets for an agent | |
| 532 | - * This method will get agent id as parameter, fetch the list of open tickets by agent id, calculate the wait times and return results | |
| 666 | + * Same as getActiveStats() for one agent's tickets. | |
| 667 | + * | |
| 533 | 668 | * @param $agentId |
| 534 | 669 | * @return array|false |
| 535 | 670 | */ |
| 536 | 671 | public function getActiveStatByAgent($agentId) |
| 537 | 672 | { |
| 538 | - $waitStat = Ticket::waitingOnly() | |
| 673 | + $waitStat = (new AgentTicketAccess())->applyMailboxRestrictionScope(Ticket::waitingOnly()) | |
| 539 | 674 | ->where('status', '!=', 'closed') |
| 540 | 675 | ->whereNotNull('waiting_since') |
| 541 | 676 | ->where('agent_id', $agentId) |
| 542 | 677 | ->select([ |
| @@ -549,8 +684,45 @@ | ||
| 549 | 684 | if(!$waitStat) { |
| 550 | 685 | return false; |
| 551 | 686 | } |
| 552 | 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 | + { | |
| 553 | 725 | $waitStat->avg_waiting = intval($waitStat->avg_waiting); |
| 554 | 726 | if($waitStat->avg_waiting > 0) { |
| 555 | 727 | $waitSeconds = time() - $waitStat->avg_waiting; |
| 556 | 728 | if( $waitSeconds < 172800 && $waitSeconds > 7200) { |
| @@ -582,21 +754,39 @@ | ||
| 582 | 754 | return []; |
| 583 | 755 | } |
| 584 | 756 | } |
| 585 | 757 | |
| 586 | - public function getTicketStats($from, $to) | |
| 758 | + public function getTicketStats($from, $to, $productId = null) | |
| 587 | 759 | { |
| 760 | + global $wpdb; | |
| 761 | + | |
| 588 | 762 | $whereClause = ''; |
| 763 | + $queryParams = []; | |
| 764 | + | |
| 589 | 765 | if ($from && $to) { |
| 590 | - // Ensure the dates are in the correct format (Y-m-d H:i:s) | |
| 591 | - $start_date = date('Y-m-d 00:00:00', strtotime($from)); | |
| 592 | - $end_date = date('Y-m-d 23:59:59', strtotime($to)); | |
| 593 | - $whereClause = "WHERE created_at BETWEEN '$start_date' AND '$end_date'"; | |
| 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; | |
| 594 | 771 | } |
| 595 | 772 | |
| 596 | - global $wpdb; | |
| 773 | + if ($productId) { | |
| 774 | + $whereClause .= ($whereClause ? ' AND ' : 'WHERE ') . 'product_id = %d'; | |
| 775 | + $queryParams[] = intval($productId); | |
| 776 | + } | |
| 597 | 777 | |
| 598 | - // SQL query to count tickets by day of week and hour within the specified date range | |
| 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 | |
| 599 | 789 | $query = "SELECT DAYNAME(created_at) AS weekday, HOUR(created_at) AS hour, COUNT(*) AS count |
| 600 | 790 | FROM {$wpdb->prefix}fs_tickets |
| 601 | 791 | {$whereClause} |
| 602 | 792 | GROUP BY DAYNAME(created_at), HOUR(created_at) |
| @@ -601,19 +791,18 @@ | ||
| 601 | 791 | {$whereClause} |
| 602 | 792 | GROUP BY DAYNAME(created_at), HOUR(created_at) |
| 603 | 793 | ORDER BY FIELD(DAYNAME(created_at), 'Monday', 'Tuesday', 'Wednesday', 'Thursday', 'Friday', 'Saturday', 'Sunday'), HOUR(created_at)"; |
| 604 | 794 | |
| 605 | - // Execute the query | |
| 606 | - $results = $wpdb->get_results($query); | |
| 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 | |
| 607 | 799 | |
| 608 | 800 | $fillData = array_fill(0, 24, 0); |
| 609 | - // add :00 on the suffix | |
| 610 | 801 | $fillData = array_combine(array_map(function ($hour) { |
| 611 | 802 | return sprintf('%1d:00', $hour); |
| 612 | 803 | }, array_keys($fillData)), $fillData); |
| 613 | 804 | |
| 614 | - // Prepare the report | |
| 615 | - // Prepare the report | |
| 616 | 805 | $report = [ |
| 617 | 806 | 'Mon' => $fillData, |
| 618 | 807 | 'Tue' => $fillData, |
| 619 | 808 | 'Wed' => $fillData, |
| @@ -633,45 +822,67 @@ | ||
| 633 | 822 | |
| 634 | 823 | return $report; |
| 635 | 824 | } |
| 636 | 825 | |
| 637 | - public function getResponseStats($from, $to, $reportType, $agentId = null) | |
| 826 | + public function getResponseStats($from, $to, $reportType, $agentId = null, $productId = null) | |
| 638 | 827 | { |
| 639 | - | |
| 640 | 828 | global $wpdb; |
| 641 | 829 | |
| 642 | - $whereClause = " AND p.person_type = '" . $reportType . "'"; | |
| 830 | + $whereClause = ' AND p.person_type = %s'; | |
| 831 | + $queryParams = [$reportType]; | |
| 643 | 832 | |
| 644 | 833 | if ($from && $to) { |
| 645 | - // Ensure the dates are in the correct format (Y-m-d H:i:s) | |
| 646 | - $start_date = date('Y-m-d 00:00:00', strtotime($from)); | |
| 647 | - $end_date = date('Y-m-d 23:59:59', strtotime($to)); | |
| 648 | - $whereClause .= " AND c.created_at BETWEEN '$start_date' AND '$end_date'"; | |
| 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[] = $end_date; | |
| 649 | 839 | } |
| 650 | 840 | |
| 651 | 841 | if ($agentId) { |
| 652 | - $whereClause .= " AND c.person_id = $agentId"; | |
| 842 | + $whereClause .= ' AND c.person_id = %d'; | |
| 843 | + $queryParams[] = intval($agentId); | |
| 653 | 844 | } |
| 654 | 845 | |
| 655 | - // SQL query to count customer responses by day of week and hour within the specified date range | |
| 656 | - $query = "SELECT DAYNAME(c.created_at) AS weekday, HOUR(c.created_at) AS hour, COUNT(*) AS count | |
| 657 | - FROM {$wpdb->prefix}fs_conversations AS c | |
| 658 | - JOIN {$wpdb->prefix}fs_persons AS p ON c.person_id = p.id | |
| 659 | - WHERE c.conversation_type = 'response' | |
| 660 | - {$whereClause} | |
| 661 | - GROUP BY DAYNAME(c.created_at), HOUR(c.created_at) | |
| 662 | - ORDER BY FIELD(DAYNAME(c.created_at), 'Monday', 'Tuesday', 'Wednesday', 'Thursday', 'Friday', 'Saturday', 'Sunday'), HOUR(c.created_at)"; | |
| 846 | + // Mailbox and product scoping go through the parent ticket. | |
| 847 | + $ticketConditions = []; | |
| 848 | + $restrictedMailboxIds = PermissionManager::getRestrictedMailboxIds(); | |
| 663 | 849 | |
| 664 | - // Execute the query | |
| 850 | + if ($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. | |
| 665 | 878 | $results = $wpdb->get_results($query); |
| 666 | 879 | |
| 667 | 880 | $fillData = array_fill(0, 24, 0); |
| 668 | - // add :00 on the suffix | |
| 669 | 881 | $fillData = array_combine(array_map(function ($hour) { |
| 670 | 882 | return sprintf('%1d:00', $hour); |
| 671 | 883 | }, array_keys($fillData)), $fillData); |
| 672 | 884 | |
| 673 | - // Prepare the report | |
| 674 | 885 | $report = [ |
| 675 | 886 | 'Mon' => $fillData, |
| 676 | 887 | 'Tue' => $fillData, |
| 677 | 888 | 'Wed' => $fillData, |
| @@ -693,9 +904,11 @@ | ||
| 693 | 904 | } |
| 694 | 905 | |
| 695 | 906 | public function getTicketResponseStats($from, $to, $filter) |
| 696 | 907 | { |
| 697 | - $query = Conversation::query() | |
| 908 | + $query = (new AgentTicketAccess())->applyMailboxRestrictionScopeViaTicket( | |
| 909 | + Conversation::query() | |
| 910 | + ) | |
| 698 | 911 | ->select('id', 'ticket_id', 'person_id', 'created_at', 'content') |
| 699 | 912 | ->addSelect([ |
| 700 | 913 | 'person_type' => Person::select('person_type') |
| 701 | 914 | ->whereColumn('id', 'fs_conversations.person_id'), |
