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

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

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1	<?php
2
3	namespace FluentSupport\App\Http\Controllers;
4
5	use FluentSupport\App\Modules\Reporting\Reporting;
6	use FluentSupport\App\Modules\StatModule;
7	use FluentSupport\App\Services\Helper;
8	use FluentSupport\Framework\Http\Request\Request;
9	use FluentSupport\App\Models\Ticket;
10	use FluentSupport\App\Services\Tickets\AgentTicketAccess;
11	use FluentSupport\App\Models\Conversation;
12	use FluentSupport\App\Models\TagPivot;
13
14	/**
15	* ReportingController class for REST API
16	* This class is responsible for getting data for all request related to report
17	* @package FluentSupport\App\Http\Controllers
18	*
19	* @version 1.0.0
20	*/
21	class ReportingController extends Controller
22	{
23	public static function getSanitizedDateRange(Request $request)
24	{
25	$dateRange = $request->get('date_range', []);
26
27	if (is_array($dateRange) && count($dateRange) >= 2) {
28	return [
29	sanitize_text_field($dateRange[0] ?? ''),
30	sanitize_text_field($dateRange[1] ?? '')
31	];
32	}
33
34	if (is_string($dateRange)) {
35	$parts = array_map('trim', explode(',', $dateRange));
36	return [
37	sanitize_text_field($parts[0] ?? ''),
38	sanitize_text_field($parts[1] ?? '')
39	];
40	}
41
42	return ['', ''];
43	}
44
45	public static function getAgentIdsForGroup(Request $request)
46	{
47	$groupId = $request->getSafe('agent_group_id', 'intval');
48	if (!$groupId) {
49	return null;
50	}
51
52	return TagPivot::where('source_type', 'agent_group')
53	->where('tag_id', $groupId)
54	->pluck('source_id')
55	->toArray();
56	}
57
58	public function getActiveTicketsByProduct()
59	{
60	return [
61	'stats' => StatModule::getActiveTicketsByProductStats()
62	];
63	}
64
65	/**
66	* getAgentOverallReports method will return the overall statistics report for logged-in agent
67	* @param Request $request
68	* @return array
69	*/
70	public function getAgentOverallReports(Request $request): array
71	{
72	$agent = Helper::getAgentByUserId(get_current_user_id());
73
74	return [
75	'overall_reports' => StatModule::getAgentOverallStats($agent->id),
76	'today_reports' => StatModule::getTodayStats($agent->id)
77	];
78	}
79
80	/**
81	* getAgentResolveChart method will generate ticket data for resolved ticket
82	* @param Request $request
83	* @param Reporting $reporting
84	* @return array
85	*/
86	public function getAgentResolveChart(Request $request, Reporting $reporting)
87	{
88	//Get logged in agent information
89	$agent = Helper::getAgentByUserId(get_current_user_id());
90	list($from, $to) = self::getSanitizedDateRange($request);
91
92	return [
93	'stats' => $reporting->getTicketResolveGrowth($from, $to, ['agent_id' => $agent->id])
94	];
95	}
96
97	/**
98	* getAgentResponseChart method will generate the statistics of response by agent in tickets within date range
99	* @param Request $request
100	* @param Reporting $reporting
101	* @return array
102	*/
103	public function getAgentResponseChart(Request $request, Reporting $reporting)
104	{
105	$agent = Helper::getAgentByUserId(get_current_user_id());
106	list($from, $to) = self::getSanitizedDateRange($request);
107
108	return [
109	'stats' => $reporting->getResponseGrowth($from, $to, ['person_id' => $agent->id])
110	];
111	}
112
113	/**
114	* getPersonalSummary method will generate summary for specific agent
115	* This method will count closed tickets, open tickets, responses/interactions with ticket by agent within a date range
116	* @param Reporting $reporting
117	* @param Request $request
118	* @return array
119	*/
120	public function getPersonalSummary(Reporting $reporting, Request $request)
121	{
122	$agent = Helper::getAgentByUserId(get_current_user_id());
123
124	return [
125	'summary' => $reporting->agentSummary($request->getSafe('from', 'sanitize_text_field'), $request->getSafe('to', 'sanitize_text_field'), $agent->id)
126	];
127	}
128
129	/**
130	* getStats method will return statistics similar to getOverallReports but with filters
131	* Returns: New Tickets, Active Tickets, Closed Tickets, and Responses
132	* Filters: date_range, mailbox_id (business_box), product_id, agent_id, customer_id
133	* @param Request $request
134	* @return array
135	*/
136	public function getStats(Request $request)
137	{
138	list($from, $to) = self::getSanitizedDateRange($request);
139
140	$filters = [
141	'mailbox_id' => $request->getSafe('mailbox_id', 'intval') ?: $request->getSafe('business_box', 'intval'),
142	'product_id' => $request->getSafe('product_id', 'intval'),
143	'agent_id' => $request->getSafe('agent_id', 'intval'),
144	'customer_id' => $request->getSafe('customer_id', 'intval'),
145	];
146
147	$agentIds = self::getAgentIdsForGroup($request);
148
149	$access = new AgentTicketAccess();
150
151	// Bound first: a caller-supplied mailbox_id below is not proof of access.
152	$baseQuery = $access->applyMailboxRestrictionScope(Ticket::query());
153
154	foreach ($filters as $field => $value) {
155	if ($value) {
156	$baseQuery->where($field, $value);
157	}
158	}
159
160	if ($agentIds !== null) {
161	$baseQuery->whereIn('agent_id', $agentIds);
162	}
163
164	$applyDateRange = function($query, $dateField = 'created_at') use ($from, $to) {
165	if ($from && $to) {
166	$query->whereBetween($dateField, ["$from 00:00:00", "$to 23:59:59"]);
167	} elseif ($from) {
168	$query->where($dateField, '>=', "$from 00:00:00");
169	} elseif ($to) {
170	$query->where($dateField, '<=', "$to 23:59:59");
171	}
172	};
173
174	$countTickets = function($status, $dateField = 'created_at') use ($baseQuery, $applyDateRange) {
175	$query = clone $baseQuery;
176	$query->where('status', $status);
177	$applyDateRange($query, $dateField);
178	return $query->count();
179	};
180
181	$newTickets = $countTickets('new');
182	$closedTickets = $countTickets('closed', 'resolved_at');
183
184	$openQuery = clone $baseQuery;
185	$openQuery->where('status', '!=', 'closed');
186	$applyDateRange($openQuery);
187	$openTickets = $openQuery->count();
188
189	$responsesQuery = $access->applyMailboxRestrictionScopeViaTicket(
190	Conversation::query()->where('conversation_type', 'response')
191	);
192
193	if (array_filter($filters) \|\| $agentIds !== null) {
194	$responsesQuery->whereHas('ticket', function ($q) use ($filters, $agentIds) {
195	foreach ($filters as $field => $value) {
196	if ($value) {
197	$q->where($field, $value);
198	}
199	}
200	if ($agentIds !== null) {
201	$q->whereIn('agent_id', $agentIds);
202	}
203	});
204	}
205
206	$applyDateRange($responsesQuery, 'created_at');
207	$responses = $responsesQuery->count();
208
209	$agentId = $filters['agent_id'];
210
211	if ($agentId) {
212	$repliesQuery = $access->applyMailboxRestrictionScopeViaTicket(
213	Conversation::query()
214	->where('person_id', $agentId)
215	->where('conversation_type', 'response')
216	);
217
218	$applyDateRange($repliesQuery, 'created_at');
219	$totalReplies = $repliesQuery->count();
220
221	$stats = [
222	'total_replies' => $totalReplies,
223	'new_tickets' => $newTickets,
224	'closed_tickets' => $closedTickets,
225	'responses' => $responses,
226	'open_tickets' => $openTickets,
227	];
228	} else {
229	$activeTickets = $countTickets('active');
230
231	$stats = [
232	'new_tickets' => $newTickets,
233	'active_tickets' => $activeTickets,
234	'closed_tickets' => $closedTickets,
235	'responses' => $responses,
236	'open_tickets' => $openTickets,
237	];
238	}
239
240	$labels = [
241	'total_replies' => __('Total Replies', 'fluent-support'),
242	'new_tickets' => __('New Tickets', 'fluent-support'),
243	'active_tickets' => __('Active Tickets', 'fluent-support'),
244	'closed_tickets' => __('Closed Tickets', 'fluent-support'),
245	'responses' => __('Responses', 'fluent-support'),
246	'open_tickets' => __('Open Tickets', 'fluent-support'),
247	];
248
249	$overallReports = [];
250	foreach ($stats as $key => $count) {
251	$overallReports[$key] = [
252	'title' => $labels[$key] ?? ucwords(str_replace('_', ' ', (string) $key)),
253	'key' => $key,
254	'count' => $count,
255	];
256	}
257
258	return ['overall_reports' => $overallReports];
259	}
260
261	}
262