| @@ -2,15 +2,37 @@ | ||
| 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; |
| 8 | +use FluentSupport\App\Models\MailBox; | |
| 9 | +use FluentSupport\App\Models\Person; | |
| 10 | +use FluentSupport\App\Models\Product; | |
| 11 | +use FluentSupport\App\Models\TagPivot; | |
| 7 | 12 | use FluentSupport\App\Models\Ticket; |
| 13 | +use FluentSupport\App\Modules\PermissionManager; | |
| 14 | +use FluentSupport\App\Services\Helper; | |
| 15 | +use FluentSupport\App\Services\Tickets\AgentTicketAccess; | |
| 16 | +use FluentSupport\Framework\Database\Orm\Builder; | |
| 17 | +use FluentSupport\Framework\Support\Arr; | |
| 18 | +use FluentSupport\Framework\Support\DateTime; | |
| 8 | 19 | |
| 20 | +/** | |
| 21 | + * Ticket, response and agent reports, scoped to the current agent's mailboxes. | |
| 22 | + */ | |
| 9 | 23 | class Reporting |
| 10 | 24 | { |
| 11 | 25 | use ReportingHelperTrait; |
| 12 | 26 | |
| 27 | + /** | |
| 28 | + * New tickets per period. | |
| 29 | + * | |
| 30 | + * @param string|false $from | |
| 31 | + * @param string|false $to | |
| 32 | + * @param array $filters | |
| 33 | + * @return array | |
| 34 | + */ | |
| 13 | 35 | public function getTicketsGrowth($from = false, $to = false, $filters = []) |
| 14 | 36 | { |
| 15 | 37 | $period = $this->makeDatePeriod( |
| 16 | 38 | $from = $this->makeFromDate($from), |
| @@ -19,15 +41,17 @@ | ||
| 19 | 41 | ); |
| 20 | 42 | |
| 21 | 43 | list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency); |
| 22 | 44 | |
| 23 | - | |
| 24 | 45 | $query = $this->db()->table('fs_tickets') |
| 25 | 46 | ->select($this->prepareSelect($frequency)) |
| 26 | - ->whereBetween('created_at', [$from->format('Y-m-d'), $to->format('Y-m-d')]) | |
| 47 | + ->whereBetween('created_at', $this->prepareBetween($frequency, $from, $to)) | |
| 27 | 48 | ->groupBy($groupBy) |
| 28 | - ->orderBy($orderBy, 'ASC'); | |
| 49 | + ->oldest($orderBy); | |
| 29 | 50 | |
| 51 | + // Scope first. A mailbox_id filter below is not proof of access. | |
| 52 | + (new AgentTicketAccess())->applyMailboxRestrictionScope($query); | |
| 53 | + | |
| 30 | 54 | if ($filters) { |
| 31 | 55 | if (!empty($filters['statuses'])) { |
| 32 | 56 | $query->whereIn('status', $filters['statuses']); |
| 33 | 57 | } |
| @@ -38,8 +62,16 @@ | ||
| 38 | 62 | |
| 39 | 63 | if (!empty($filters['agent_id'])) { |
| 40 | 64 | $query->where('agent_id', $filters['agent_id']); |
| 41 | 65 | } |
| 66 | + | |
| 67 | + if (!empty($filters['mailbox_id'])) { | |
| 68 | + $query->where('mailbox_id', $filters['mailbox_id']); | |
| 69 | + } | |
| 70 | + | |
| 71 | + if (!empty($filters['agent_ids'])) { | |
| 72 | + $query->whereIn('agent_id', $filters['agent_ids']); | |
| 73 | + } | |
| 42 | 74 | } |
| 43 | 75 | |
| 44 | 76 | $items = $query->get(); |
| 45 | 77 | |
| @@ -45,9 +77,17 @@ | ||
| 45 | 77 | |
| 46 | 78 | return $this->getResult($period, $items); |
| 47 | 79 | } |
| 48 | 80 | |
| 49 | - public function getTicketResolveGrowth($from = false, $to = false, $filters = []) | |
| 81 | + /** | |
| 82 | + * Closed tickets per period, by resolved_at. | |
| 83 | + * | |
| 84 | + * @param string|false $from | |
| 85 | + * @param string|false $to | |
| 86 | + * @param array $filters | |
| 87 | + * @return array | |
| 88 | + */ | |
| 89 | + public function getTicketResolveGrowth($from = false, $to = false, $filters = [], $type = '') | |
| 50 | 90 | { |
| 51 | 91 | $period = $this->makeDatePeriod( |
| 52 | 92 | $from = $this->makeFromDate($from), |
| 53 | 93 | $to = $this->makeToDate($to), |
| @@ -55,15 +95,20 @@ | ||
| 55 | 95 | ); |
| 56 | 96 | |
| 57 | 97 | list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency); |
| 58 | 98 | |
| 99 | + $filterColumn = (!empty($type)) ? $type.'_id' : 'id'; | |
| 100 | + | |
| 59 | 101 | $query = $this->db()->table('fs_tickets') |
| 60 | 102 | ->select($this->prepareSelect($frequency, 'resolved_at')) |
| 61 | - ->whereBetween('resolved_at', [$from->format('Y-m-d'), $to->format('Y-m-d')]) | |
| 103 | + ->whereBetween('resolved_at', $this->prepareBetween($frequency, $from, $to)) | |
| 62 | 104 | ->where('status', 'closed') |
| 105 | + ->where($filterColumn, '>', 0) | |
| 63 | 106 | ->groupBy($groupBy) |
| 64 | - ->orderBy($orderBy, 'ASC'); | |
| 107 | + ->oldest($orderBy); | |
| 65 | 108 | |
| 109 | + (new AgentTicketAccess())->applyMailboxRestrictionScope($query); | |
| 110 | + | |
| 66 | 111 | if ($filters) { |
| 67 | 112 | if (!empty($filters['product_id'])) { |
| 68 | 113 | $query->where('product_id', $filters['product_id']); |
| 69 | 114 | } |
| @@ -70,8 +115,16 @@ | ||
| 70 | 115 | |
| 71 | 116 | if (!empty($filters['agent_id'])) { |
| 72 | 117 | $query->where('agent_id', $filters['agent_id']); |
| 73 | 118 | } |
| 119 | + | |
| 120 | + if (!empty($filters['mailbox_id'])) { | |
| 121 | + $query->where('mailbox_id', $filters['mailbox_id']); | |
| 122 | + } | |
| 123 | + | |
| 124 | + if (!empty($filters['agent_ids'])) { | |
| 125 | + $query->whereIn('agent_id', $filters['agent_ids']); | |
| 126 | + } | |
| 74 | 127 | } |
| 75 | 128 | |
| 76 | 129 | $items = $query->get(); |
| 77 | 130 | |
| @@ -77,8 +130,16 @@ | ||
| 77 | 130 | |
| 78 | 131 | return $this->getResult($period, $items); |
| 79 | 132 | } |
| 80 | 133 | |
| 134 | + /** | |
| 135 | + * Responses per period. | |
| 136 | + * | |
| 137 | + * @param string|false $from | |
| 138 | + * @param string|false $to | |
| 139 | + * @param array $filters | |
| 140 | + * @return array | |
| 141 | + */ | |
| 81 | 142 | public function getResponseGrowth($from = false, $to = false, $filters = []) |
| 82 | 143 | { |
| 83 | 144 | $period = $this->makeDatePeriod( |
| 84 | 145 | $from = $this->makeFromDate($from), |
| @@ -87,19 +148,30 @@ | ||
| 87 | 148 | ); |
| 88 | 149 | |
| 89 | 150 | list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency); |
| 90 | 151 | |
| 91 | - $query = $this->db()->table('fs_conversations') | |
| 92 | - ->select($this->prepareSelect($frequency, 'created_at')) | |
| 93 | - ->whereBetween('created_at', [$from->format('Y-m-d'), $to->format('Y-m-d')]) | |
| 94 | - ->where('conversation_type', 'response') | |
| 95 | - ->groupBy($groupBy) | |
| 96 | - ->orderBy($orderBy, 'ASC'); | |
| 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($orderBy) | |
| 160 | + ); | |
| 97 | 161 | |
| 98 | 162 | if ($filters) { |
| 99 | 163 | if (!empty($filters['person_id'])) { |
| 100 | 164 | $query->where('person_id', $filters['person_id']); |
| 101 | 165 | } |
| 166 | + | |
| 167 | + if (!empty($filters['person_ids'])) { | |
| 168 | + $query->whereIn('person_id', $filters['person_ids']); | |
| 169 | + } | |
| 170 | + | |
| 171 | + if (!empty($filters['product_id'])) { | |
| 172 | + $query->where('product_id', $filters['product_id']); | |
| 173 | + } | |
| 102 | 174 | } |
| 103 | 175 | |
| 104 | 176 | $items = $query->get(); |
| 105 | 177 | |
| @@ -105,8 +177,68 @@ | ||
| 105 | 177 | |
| 106 | 178 | return $this->getResult($period, $items); |
| 107 | 179 | } |
| 108 | 180 | |
| 181 | + public function getResponseGrowthChart($from = false, $to = false, $filters = [], $type = ''): array | |
| 182 | + { | |
| 183 | + $period = $this->makeDatePeriod( | |
| 184 | + $from = $this->makeFromDate($from), | |
| 185 | + $to = $this->makeToDate($to), | |
| 186 | + $frequency = $this->getFrequency($from, $to) | |
| 187 | + ); | |
| 188 | + | |
| 189 | + list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency); | |
| 190 | + | |
| 191 | + $filterColumn = (!empty($type)) ? $type.'_id' : 'id'; | |
| 192 | + | |
| 193 | + $query = $this->db()->table('fs_tickets') | |
| 194 | + ->select($this->prepareSelect($frequency,'created_at','response_count')) | |
| 195 | + ->whereBetween('created_at', $this->prepareBetween($frequency, $from, $to)) | |
| 196 | + ->havingRaw('COUNT(response_count)> 0') | |
| 197 | + ->where($filterColumn, '>', 0) | |
| 198 | + ->groupBy($groupBy) | |
| 199 | + ->oldest($orderBy); | |
| 200 | + | |
| 201 | + (new AgentTicketAccess())->applyMailboxRestrictionScope($query); | |
| 202 | + | |
| 203 | + if ($filters) { | |
| 204 | + if (!empty($filters['product_id'])) { | |
| 205 | + $query->where('product_id', $filters['product_id']); | |
| 206 | + } | |
| 207 | + | |
| 208 | + if (!empty($filters['mailbox_id'])) { | |
| 209 | + $query->where('mailbox_id', $filters['mailbox_id']); | |
| 210 | + } | |
| 211 | + } | |
| 212 | + | |
| 213 | + $items = $query->get(); | |
| 214 | + | |
| 215 | + return $this->getResult($period, $items); | |
| 216 | + } | |
| 217 | + | |
| 218 | + // One grouped query instead of one per agent; shared by the two summaries. | |
| 219 | + private function interactionCountsByAgent($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 | + | |
| 233 | + /** | |
| 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 $agent Comma-separated agent ids. | |
| 239 | + * @return mixed | |
| 240 | + */ | |
| 109 | 241 | public function agentSummary($from = false, $to = false, $agent = false) |
| 110 | 242 | { |
| 111 | 243 | if(!$from) { |
| 112 | 244 | $from = current_time('Y-m-d'); |
| @@ -119,8 +251,10 @@ | ||
| 119 | 251 | $from .= ' 00:00:00'; |
| 120 | 252 | $to .= ' 23:59:59'; |
| 121 | 253 | $reports = []; |
| 122 | 254 | |
| 255 | + $access = new AgentTicketAccess(); | |
| 256 | + | |
| 123 | 257 | $resolves = $this->db()->table('fs_tickets') |
| 124 | 258 | ->select([ |
| 125 | 259 | $this->db()->raw('COUNT(id) AS count'), |
| 126 | 260 | 'agent_id', |
| @@ -126,14 +260,15 @@ | ||
| 126 | 260 | 'agent_id', |
| 127 | 261 | ]) |
| 128 | 262 | ->groupBy('agent_id') |
| 129 | 263 | ->where('status', 'closed') |
| 130 | - ->whereBetween('resolved_at', [$from, $to]) | |
| 131 | - ->get(); | |
| 132 | - $reports = $this->pushAgentsReport('closed', $resolves, $reports); | |
| 264 | + ->whereBetween('resolved_at', [$from, $to]); | |
| 133 | 265 | |
| 266 | + $resolves = $access->applyMailboxRestrictionScope($resolves)->get(); | |
| 134 | 267 | |
| 268 | + $reports = $this->pushReportData('closed', $resolves, $reports, 'agent_id'); | |
| 135 | 269 | |
| 270 | + // Open tickets aren't limited to the date range | |
| 136 | 271 | $openTickets = $this->db()->table('fs_tickets') |
| 137 | 272 | ->select([ |
| 138 | 273 | $this->db()->raw('COUNT(id) AS count'), |
| 139 | 274 | 'agent_id' |
| @@ -138,86 +273,366 @@ | ||
| 138 | 273 | $this->db()->raw('COUNT(id) AS count'), |
| 139 | 274 | 'agent_id' |
| 140 | 275 | ]) |
| 141 | 276 | ->groupBy('agent_id') |
| 142 | - ->where('status', '!=', 'closed') | |
| 143 | - ->get(); | |
| 277 | + ->where('status', '!=', 'closed'); | |
| 144 | 278 | |
| 145 | - $reports = $this->pushAgentsReport('opens', $openTickets, $reports); | |
| 279 | + $openTickets = $access->applyMailboxRestrictionScope($openTickets)->get(); | |
| 146 | 280 | |
| 147 | - $responses = Conversation::select([ | |
| 148 | - $this->db()->raw('COUNT(id) AS count'), | |
| 149 | - $this->db()->raw('person_id as agent_id'), | |
| 150 | - $this->db()->raw('created_at') | |
| 151 | - ]) | |
| 152 | - ->whereHas('person', function ($q) { | |
| 153 | - $q->where('person_type', '=', 'agent'); | |
| 154 | - }) | |
| 155 | - ->whereBetween('created_at', [$from, $to]) | |
| 156 | - ->where('conversation_type', 'response') | |
| 157 | - ->groupBy('agent_id') | |
| 158 | - ->get(); | |
| 281 | + $reports = $this->pushReportData('opens', $openTickets, $reports, 'agent_id'); | |
| 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(); | |
| 159 | 293 | |
| 160 | - $reports = $this->pushAgentsReport('responses', $responses, $reports); | |
| 294 | + $reports = $this->pushReportData('responses', $responses, $reports, 'agent_id'); | |
| 295 | + foreach ($this->interactionCountsByAgent($from, $to, $access) as $row) { | |
| 296 | + if (isset($reports[$row->agent_id])) { | |
| 297 | + $reports[$row->agent_id]['interactions'] = (int) $row->count; | |
| 298 | + } | |
| 299 | + } | |
| 161 | 300 | |
| 162 | - foreach ($responses as $response) { | |
| 163 | - $reports[$response->agent_id]['interactions'] = Conversation::where('person_id', $response->agent_id) | |
| 164 | - ->where('conversation_type', 'response') | |
| 165 | - ->whereBetween('created_at', [$from, $to]) | |
| 166 | - ->groupBy('ticket_id') | |
| 167 | - ->get() | |
| 168 | - ->count(); | |
| 301 | + $agentIds = array_keys($reports); | |
| 302 | + | |
| 303 | + if ($agent) { | |
| 304 | + $agentIds = array_map('intval', explode(',', $agent)); | |
| 169 | 305 | } |
| 170 | 306 | |
| 171 | - $agentIds = array_keys($reports); | |
| 307 | + $agentFeedbackRatingEnabled = Helper::getBusinessSettings('agent_feedback_rating') === 'yes'; | |
| 308 | + if (defined('FLUENTSUPPORTPRO_PLUGIN_VERSION') && $agentFeedbackRatingEnabled) { | |
| 309 | + global $wpdb; | |
| 310 | + $prefix = $wpdb->prefix; | |
| 172 | 311 | |
| 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', $agentIds) | |
| 327 | + ->whereIn('fs_conversations.person_id', Agent::getAgentIds()) | |
| 328 | + ->groupBy('fs_conversations.person_id'); | |
| 173 | 329 | |
| 330 | + foreach ($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 | + $agentsQuery = Agent::select(['id', 'first_name', 'last_name', 'email']); | |
| 339 | + | |
| 174 | 340 | if ($agent) { |
| 175 | - $agentIds = array_map('intval', explode(',', $agent)); | |
| 341 | + $agentsQuery->whereIn('id', $agentIds); | |
| 176 | 342 | } |
| 177 | 343 | |
| 178 | - $agents = Agent::select(['id', 'first_name', 'last_name']) | |
| 179 | - ->whereIn('id', $agentIds) | |
| 180 | - ->get(); | |
| 344 | + $agents = $agentsQuery->get(); | |
| 181 | 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 | + $emptyActiveStat = ['average_waiting' => 0, 'max_waiting' => 0, 'waiting_tickets' => 0]; | |
| 360 | + | |
| 182 | 361 | foreach ($agents as $agent) { |
| 183 | - $report = wp_parse_args($reports[$agent->id], [ | |
| 184 | - 'interactions' => 0, | |
| 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, [ | |
| 185 | 470 | 'responses' => 0, |
| 186 | 471 | 'opens' => 0, |
| 187 | 472 | 'closed' => 0, |
| 188 | - 'waiting_tickets' => 0 | |
| 473 | + 'interactions' => 0 | |
| 189 | 474 | ]); |
| 190 | - $agent->stats = $report; | |
| 191 | - $agent->active_stat = $this->getActiveStatByAgent($agent->id); | |
| 475 | + $item->stats = $report; | |
| 476 | + $item->active_stat = ''; | |
| 192 | 477 | } |
| 193 | 478 | |
| 194 | - return $agents; | |
| 479 | + return $items; | |
| 195 | 480 | } |
| 196 | 481 | |
| 197 | - private function pushAgentsReport($type, $tickets, $reports) | |
| 482 | + /** | |
| 483 | + * @param string|false $from | |
| 484 | + * @param string|false $to | |
| 485 | + * @return mixed | |
| 486 | + */ | |
| 487 | + public function agentGroupSummary($from = false, $to = false) | |
| 198 | 488 | { |
| 489 | + if (!$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, $groupByField): array | |
| 598 | + { | |
| 199 | 599 | foreach ($tickets as $ticket) { |
| 200 | - if(!$ticket->agent_id) { | |
| 600 | + $groupKey = $ticket->{$groupByField}; | |
| 601 | + | |
| 602 | + if (!$groupKey) { | |
| 201 | 603 | continue; |
| 202 | 604 | } |
| 203 | 605 | |
| 204 | - if(!isset($reports[$ticket->agent_id])) { | |
| 205 | - $reports[$ticket->agent_id] = []; | |
| 606 | + if (!isset($reports[$groupKey])) { | |
| 607 | + $reports[$groupKey] = []; | |
| 206 | 608 | } |
| 207 | 609 | |
| 208 | - $reports[$ticket->agent_id][$type] = $ticket->count; | |
| 610 | + $reports[$groupKey][$type] = $ticket->count; | |
| 209 | 611 | } |
| 210 | 612 | |
| 211 | 613 | return $reports; |
| 212 | 614 | } |
| 213 | 615 | |
| 214 | - public function getActiveStats() | |
| 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) | |
| 215 | 623 | { |
| 216 | - // We will calculate the wait times for open waiting tickets | |
| 217 | - $waitStat = Ticket::waitingOnly() | |
| 624 | + $query = (new AgentTicketAccess())->applyMailboxRestrictionScope( | |
| 625 | + Ticket::waitingOnly() | |
| 626 | + ) | |
| 218 | 627 | ->where('status', '!=', 'closed') |
| 219 | - ->whereNotNull('waiting_since') | |
| 628 | + ->whereNotNull('waiting_since'); | |
| 629 | + | |
| 630 | + if ($productId) { | |
| 631 | + $query->where('product_id', $productId); | |
| 632 | + } | |
| 633 | + | |
| 634 | + $waitStat = $query | |
| 220 | 635 | ->select([ |
| 221 | 636 | $this->db()->raw('avg(UNIX_TIMESTAMP(waiting_since)) as avg_waiting'), |
| 222 | 637 | $this->db()->raw('MIN(UNIX_TIMESTAMP(waiting_since)) as max_waiting'), |
| 223 | 638 | $this->db()->raw('COUNT(*) as total_tickets') |
| @@ -246,11 +661,17 @@ | ||
| 246 | 661 | 'waiting_tickets' => $waitStat->total_tickets |
| 247 | 662 | ]; |
| 248 | 663 | } |
| 249 | 664 | |
| 665 | + /** | |
| 666 | + * Same as getActiveStats() for one agent's tickets. | |
| 667 | + * | |
| 668 | + * @param $agentId | |
| 669 | + * @return array|false | |
| 670 | + */ | |
| 250 | 671 | public function getActiveStatByAgent($agentId) |
| 251 | 672 | { |
| 252 | - $waitStat = Ticket::waitingOnly() | |
| 673 | + $waitStat = (new AgentTicketAccess())->applyMailboxRestrictionScope(Ticket::waitingOnly()) | |
| 253 | 674 | ->where('status', '!=', 'closed') |
| 254 | 675 | ->whereNotNull('waiting_since') |
| 255 | 676 | ->where('agent_id', $agentId) |
| 256 | 677 | ->select([ |
| @@ -263,8 +684,45 @@ | ||
| 263 | 684 | if(!$waitStat) { |
| 264 | 685 | return false; |
| 265 | 686 | } |
| 266 | 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 | + { | |
| 267 | 725 | $waitStat->avg_waiting = intval($waitStat->avg_waiting); |
| 268 | 726 | if($waitStat->avg_waiting > 0) { |
| 269 | 727 | $waitSeconds = time() - $waitStat->avg_waiting; |
| 270 | 728 | if( $waitSeconds < 172800 && $waitSeconds > 7200) { |
| @@ -280,6 +738,239 @@ | ||
| 280 | 738 | 'average_waiting' => $avgWait, |
| 281 | 739 | 'max_waiting' => (intval($waitStat->max_waiting)) ? human_time_diff(intval($waitStat->max_waiting), time()) : 0, |
| 282 | 740 | 'waiting_tickets' => $waitStat->total_tickets |
| 283 | 741 | ]; |
| 742 | + } | |
| 743 | + | |
| 744 | + public function getQueryResults($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; | |
| 284 | 975 | } |
| 285 | 976 | } |
