| 1 |
<?php |
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|
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namespace FluentSupport\App\Modules\Reporting; |
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|
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use FluentSupport\App\Models\Agent; |
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use FluentSupport\App\Models\AgentGroup; |
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use FluentSupport\App\Models\Conversation; |
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use FluentSupport\App\Models\MailBox; |
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use FluentSupport\App\Models\Meta; |
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use FluentSupport\App\Models\Person; |
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use FluentSupport\App\Models\Product; |
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use FluentSupport\App\Models\TagPivot; |
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use FluentSupport\App\Models\Ticket; |
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use FluentSupport\App\Modules\PermissionManager; |
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use FluentSupport\App\Services\Helper; |
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use FluentSupport\App\Services\Tickets\AgentTicketAccess; |
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use FluentSupport\Framework\Database\Orm\Builder; |
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use FluentSupport\Framework\Support\Arr; |
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use FluentSupport\Framework\Support\DateTime; |
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|
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/** |
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* Reporting class is responsible for getting data related to report |
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* @package FluentSupport\App\Modules\Reporting |
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* |
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* @version 1.0.0 |
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*/ |
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class Reporting |
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{ |
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use ReportingHelperTrait; |
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|
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/** |
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* getTicketsGrowth will generate tickets statistics and return |
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* @param false $from |
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* @param false $to |
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* @param array $filters |
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* @return array |
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*/ |
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public function getTicketsGrowth($from = false, $to = false, $filters = []) |
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{ |
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//Generate report period |
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$period = $this->makeDatePeriod( |
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$from = $this->makeFromDate($from),//Date from |
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$to = $this->makeToDate($to),//Date to |
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$frequency = $this->getFrequency($from, $to)// frequency P1D, P1W, P1M |
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); |
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|
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//Get group by and order by i.e date,week, month |
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list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency); |
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|
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//get all tickets statistics within the date range |
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$query = $this->db()->table('fs_tickets') |
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->select($this->prepareSelect($frequency)) |
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->whereBetween('created_at', $this->prepareBetween($frequency, $from, $to)) |
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->groupBy($groupBy) |
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->oldest($orderBy); |
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|
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// Bound first: a caller-supplied mailbox_id below is not proof of access. |
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(new AgentTicketAccess())->applyMailboxRestrictionScope($query); |
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|
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//If filter by product or agent or status selected |
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if ($filters) { |
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if (!empty($filters['statuses'])) { |
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$query->whereIn('status', $filters['statuses']); |
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} |
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|
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if (!empty($filters['product_id'])) { |
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$query->where('product_id', $filters['product_id']); |
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} |
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|
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if (!empty($filters['agent_id'])) { |
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$query->where('agent_id', $filters['agent_id']); |
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} |
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|
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if (!empty($filters['mailbox_id'])) { |
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$query->where('mailbox_id', $filters['mailbox_id']); |
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} |
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|
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if (!empty($filters['agent_ids'])) { |
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$query->whereIn('agent_id', $filters['agent_ids']); |
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} |
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} |
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|
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$items = $query->get(); |
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|
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return $this->getResult($period, $items); |
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} |
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|
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/** |
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* getTicketResolveGrowth method will get the statistics for resolved/closed tickets |
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* @param false $from |
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* @param false $to |
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* @param array $filters |
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* @return array |
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*/ |
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public function getTicketResolveGrowth($from = false, $to = false, $filters = [], $type = '') |
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{ |
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$period = $this->makeDatePeriod( |
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$from = $this->makeFromDate($from),//Date from |
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$to = $this->makeToDate($to),//date to |
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$frequency = $this->getFrequency($from, $to)// frequency P1D, P1W, P1M |
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); |
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|
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list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency);//Get group by and order by i.e date,week, month |
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|
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$filterColumn = (!empty($type)) ? $type.'_id' : 'id'; |
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|
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//get the closed ticket statistics within the date range |
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$query = $this->db()->table('fs_tickets') |
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->select($this->prepareSelect($frequency, 'resolved_at')) |
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->whereBetween('resolved_at', $this->prepareBetween($frequency, $from, $to)) |
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->where('status', 'closed') |
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->where($filterColumn, '>', 0) |
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->groupBy($groupBy) |
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->oldest($orderBy); |
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|
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(new AgentTicketAccess())->applyMailboxRestrictionScope($query); |
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|
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//If filter by product or agent is selected |
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if ($filters) { |
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if (!empty($filters['product_id'])) { |
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$query->where('product_id', $filters['product_id']); |
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} |
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|
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if (!empty($filters['agent_id'])) { |
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$query->where('agent_id', $filters['agent_id']); |
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} |
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|
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if (!empty($filters['mailbox_id'])) { |
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$query->where('mailbox_id', $filters['mailbox_id']); |
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} |
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|
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if (!empty($filters['agent_ids'])) { |
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$query->whereIn('agent_id', $filters['agent_ids']); |
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} |
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} |
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|
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$items = $query->get(); |
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|
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return $this->getResult($period, $items); |
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} |
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|
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/** |
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* getResponseGrowth method will generate the statistics for response |
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* @param false $from |
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* @param false $to |
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* @param array $filters |
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* @return array |
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*/ |
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public function getResponseGrowth($from = false, $to = false, $filters = []) |
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{ |
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$period = $this->makeDatePeriod( |
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$from = $this->makeFromDate($from), |
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$to = $this->makeToDate($to), |
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$frequency = $this->getFrequency($from, $to) |
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); |
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|
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list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency); |
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|
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$query = (new AgentTicketAccess())->applyMailboxRestrictionScopeViaTicket( |
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Conversation::query() |
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->select($this->prepareSelect($frequency)) |
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->whereBetween('created_at', $this->prepareBetween($frequency, $from, $to)) |
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->where('conversation_type', 'response') |
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->whereIn('person_id', Agent::getAgentIds()) |
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->groupBy($groupBy) |
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->oldest($orderBy) |
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); |
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|
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if ($filters) { |
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if (!empty($filters['person_id'])) { |
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$query->where('person_id', $filters['person_id']); |
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} |
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|
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if (!empty($filters['person_ids'])) { |
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$query->whereIn('person_id', $filters['person_ids']); |
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} |
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|
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if (!empty($filters['product_id'])) { |
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$query->where('product_id', $filters['product_id']); |
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} |
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} |
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|
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$items = $query->get(); |
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|
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return $this->getResult($period, $items); |
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} |
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|
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public function getResponseGrowthChart($from = false, $to = false, $filters = [], $type = ''): array |
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{ |
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$period = $this->makeDatePeriod( |
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$from = $this->makeFromDate($from), |
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$to = $this->makeToDate($to), |
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$frequency = $this->getFrequency($from, $to) |
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); |
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|
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list($groupBy, $orderBy) = $this->getGroupAndOrder($frequency); |
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|
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$filterColumn = (!empty($type)) ? $type.'_id' : 'id'; |
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|
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$query = $this->db()->table('fs_tickets') |
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->select($this->prepareSelect($frequency,'created_at','response_count')) |
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->whereBetween('created_at', $this->prepareBetween($frequency, $from, $to)) |
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->havingRaw('COUNT(response_count)> 0') |
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->where($filterColumn, '>', 0) |
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->groupBy($groupBy) |
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->oldest($orderBy); |
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|
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(new AgentTicketAccess())->applyMailboxRestrictionScope($query); |
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|
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if ($filters) { |
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if (!empty($filters['product_id'])) { |
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$query->where('product_id', $filters['product_id']); |
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} |
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|
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if (!empty($filters['mailbox_id'])) { |
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$query->where('mailbox_id', $filters['mailbox_id']); |
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} |
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} |
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|
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$items = $query->get(); |
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|
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return $this->getResult($period, $items); |
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} |
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|
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// One grouped query instead of one per agent; shared by the two summaries. |
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private function interactionCountsByAgent($from, $to, $access) |
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{ |
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return $access->applyMailboxRestrictionScopeViaTicket( |
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Conversation::select([ |
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$this->db()->raw('person_id as agent_id'), |
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$this->db()->raw('COUNT(DISTINCT ticket_id) as count') |
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]) |
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->whereIn('person_id', Agent::getAgentIds()) |
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->whereBetween('created_at', [$from, $to]) |
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->where('conversation_type', 'response') |
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->groupBy('person_id') |
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)->get(); |
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} |
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|
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/** |
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* agentSummary method will prepare ticket summary with responses by agent |
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* @param false $from |
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* @param false $to |
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* @param false $agent |
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* @return mixed |
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*/ |
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public function agentSummary($from = false, $to = false, $agent = false) |
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{ |
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if(!$from) { |
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$from = current_time('Y-m-d'); |
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} |
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|
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if(!$to) { |
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$to = current_time('Y-m-d'); |
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} |
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|
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$from .= ' 00:00:00'; |
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$to .= ' 23:59:59'; |
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$reports = []; |
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|
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$access = new AgentTicketAccess(); |
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|
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//Get tickets statistics that are closed |
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$resolves = $this->db()->table('fs_tickets') |
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->select([ |
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$this->db()->raw('COUNT(id) AS count'), |
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'agent_id', |
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]) |
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->groupBy('agent_id') |
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->where('status', 'closed') |
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->whereBetween('resolved_at', [$from, $to]); |
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|
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$resolves = $access->applyMailboxRestrictionScope($resolves)->get(); |
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|
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$reports = $this->pushReportData('closed', $resolves, $reports, 'agent_id'); |
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|
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//get statistics for all except closed ticket |
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$openTickets = $this->db()->table('fs_tickets') |
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->select([ |
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$this->db()->raw('COUNT(id) AS count'), |
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'agent_id' |
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]) |
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->groupBy('agent_id') |
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->where('status', '!=', 'closed'); |
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|
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$openTickets = $access->applyMailboxRestrictionScope($openTickets)->get(); |
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|
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$reports = $this->pushReportData('opens', $openTickets, $reports, 'agent_id'); |
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//Get response by agent |
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$responses = $access->applyMailboxRestrictionScopeViaTicket( |
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Conversation::select([ |
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$this->db()->raw('COUNT(id) AS count'), |
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$this->db()->raw('person_id as agent_id'), |
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$this->db()->raw('created_at') |
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]) |
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->whereIn('person_id', Agent::getAgentIds()) |
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->whereBetween('created_at', [$from, $to]) |
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->where('conversation_type', 'response') |
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->groupBy('agent_id') |
| 300 |
)->get(); |
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|
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$reports = $this->pushReportData('responses', $responses, $reports, 'agent_id'); |
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//Get interactions/responses by individual agents |
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foreach ($this->interactionCountsByAgent($from, $to, $access) as $row) { |
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if (isset($reports[$row->agent_id])) { |
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$reports[$row->agent_id]['interactions'] = (int) $row->count; |
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} |
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} |
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|
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$agentIds = array_keys($reports); |
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|
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if ($agent) { |
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$agentIds = array_map('intval', explode(',', $agent)); |
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} |
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|
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// get agent feedback statistics |
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$agentFeedbackRatingEnabled = Helper::getBusinessSettings('agent_feedback_rating') === 'yes'; |
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if (defined('FLUENTSUPPORTPRO_PLUGIN_VERSION') && $agentFeedbackRatingEnabled) { |
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$agentConversations = $access->applyMailboxRestrictionScopeViaTicket( |
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Conversation::select([ |
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$this->db()->raw('person_id as agent_id'), |
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$this->db()->raw('GROUP_CONCAT(id) as conversation_ids') |
| 323 |
]) |
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->whereIn('person_id', $agentIds) |
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->whereIn('person_id', Agent::getAgentIds()) |
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->where('conversation_type', 'response') |
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->groupBy('agent_id') |
| 328 |
)->get(); |
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|
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foreach ($agentConversations as $conversation) { |
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$conversationIds = array_map('intval', explode(',', $conversation->conversation_ids)); |
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|
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$feedbackMeta = Meta::whereIn('object_id', $conversationIds) |
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->where('key', 'agent_feedback_ratings') |
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->whereBetween('created_at', [$from, $to]) |
| 336 |
->get(); |
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|
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$likeCount = 0; |
| 339 |
$dislikeCount = 0; |
| 340 |
|
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foreach ($feedbackMeta as $feedback) { |
| 342 |
$feedbackStatus = $feedback->value; |
| 343 |
|
| 344 |
if ($feedbackStatus === 'like') { |
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$likeCount++; |
| 346 |
} elseif ($feedbackStatus === 'dislike') { |
| 347 |
$dislikeCount++; |
| 348 |
} |
| 349 |
} |
| 350 |
|
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$agentId = $conversation->agent_id; |
| 352 |
$reports[$agentId]['likes'] = $likeCount; |
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$reports[$agentId]['dislikes'] = $dislikeCount; |
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} |
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} |
| 356 |
|
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// Without an explicit agent filter, report on every agent — $reports |
| 358 |
// only holds the ones with activity in the range, so restricting to its |
| 359 |
// keys would silently drop agents who simply had a quiet period. |
| 360 |
$agentsQuery = Agent::select(['id', 'first_name', 'last_name', 'email']); |
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|
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if ($agent) { |
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$agentsQuery->whereIn('id', $agentIds); |
| 364 |
} |
| 365 |
|
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$agents = $agentsQuery->get(); |
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|
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$reportFields = [ |
| 369 |
'interactions' => 0, |
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'responses' => 0, |
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'opens' => 0, |
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'closed' => 0, |
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'waiting_tickets' => 0, |
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]; |
| 375 |
|
| 376 |
$additionalFields = defined('FLUENTSUPPORTPRO_PLUGIN_VERSION') && $agentFeedbackRatingEnabled ? ['likes' => 0, 'dislikes' => 0] : []; |
| 377 |
$reportFields = $reportFields + $additionalFields; |
| 378 |
|
| 379 |
// One grouped query instead of one per agent — this summary lists every |
| 380 |
// agent, so a per-agent call scales with the whole agent table. |
| 381 |
$waitStats = $this->getWaitStatsByAgents($agents->pluck('id')->toArray()); |
| 382 |
$emptyActiveStat = ['average_waiting' => 0, 'max_waiting' => 0, 'waiting_tickets' => 0]; |
| 383 |
|
| 384 |
foreach ($agents as $agent) { |
| 385 |
$agent->stats = wp_parse_args(isset($reports[$agent->id]) ? $reports[$agent->id] : [], $reportFields); |
| 386 |
$agent->active_stat = isset($waitStats[$agent->id]) |
| 387 |
? $this->formatActiveStat($waitStats[$agent->id]) |
| 388 |
: $emptyActiveStat; |
| 389 |
} |
| 390 |
return $agents; |
| 391 |
} |
| 392 |
|
| 393 |
public function getSummary($type, $from = null, $to = null) |
| 394 |
{ |
| 395 |
global $wpdb; |
| 396 |
$tablePrefix = $wpdb->prefix; |
| 397 |
|
| 398 |
if (!$from) { |
| 399 |
$from = current_time('Y-m-d'); |
| 400 |
} |
| 401 |
|
| 402 |
if (!$to) { |
| 403 |
$to = current_time('Y-m-d'); |
| 404 |
} |
| 405 |
|
| 406 |
$from .= ' 00:00:00'; |
| 407 |
$to .= ' 23:59:59'; |
| 408 |
$reports = []; |
| 409 |
|
| 410 |
$groupByField = $type == 'product' ? 'product_id' : 'mailbox_id'; |
| 411 |
|
| 412 |
$access = new AgentTicketAccess(); |
| 413 |
|
| 414 |
$resolves = $this->db()->table('fs_tickets') |
| 415 |
->select([ |
| 416 |
$this->db()->raw('COUNT(id) AS count'), |
| 417 |
$groupByField, |
| 418 |
]) |
| 419 |
->groupBy($groupByField) |
| 420 |
->where('status', 'closed') |
| 421 |
->whereBetween('resolved_at', [$from, $to]); |
| 422 |
|
| 423 |
// Aggregates count tickets too, so the same mailbox boundary applies. |
| 424 |
$resolves = $access->applyMailboxRestrictionScope($resolves)->get(); |
| 425 |
|
| 426 |
$reports = $this->pushReportData('closed', $resolves, $reports, $groupByField); |
| 427 |
|
| 428 |
$openTickets = $this->db()->table('fs_tickets') |
| 429 |
->select([ |
| 430 |
$this->db()->raw('COUNT(id) AS count'), |
| 431 |
$groupByField |
| 432 |
]) |
| 433 |
->groupBy($groupByField) |
| 434 |
->where('status', '!=', 'closed') |
| 435 |
->whereBetween('created_at', [$from, $to]); |
| 436 |
|
| 437 |
$openTickets = $access->applyMailboxRestrictionScope($openTickets)->get(); |
| 438 |
|
| 439 |
$reports = $this->pushReportData('opens', $openTickets, $reports, $groupByField); |
| 440 |
|
| 441 |
$responses = $this->db()->table('fs_conversations') |
| 442 |
->join('fs_tickets', 'fs_tickets.id', '=', 'fs_conversations.ticket_id') |
| 443 |
->select([ |
| 444 |
$this->db()->raw('COUNT(' . $tablePrefix . 'fs_conversations.id) AS count'), |
| 445 |
'fs_tickets.' . $groupByField, |
| 446 |
]) |
| 447 |
->groupBy('fs_tickets.' . $groupByField) |
| 448 |
->whereBetween('fs_conversations.created_at', [$from, $to]); |
| 449 |
|
| 450 |
$responses = $access->applyMailboxRestrictionScope($responses)->get(); |
| 451 |
|
| 452 |
$reports = $this->pushReportData('responses', $responses, $reports, $groupByField); |
| 453 |
|
| 454 |
// Interactions = how many distinct tickets were replied to in the range. |
| 455 |
// This used to GROUP_CONCAT every ticket id per group and feed them back |
| 456 |
// in a whereIn, one query per group. group_concat_max_len is 1024 bytes |
| 457 |
// by default, so any group past ~170 tickets had its id list silently |
| 458 |
// truncated and the count came out far too low. One grouped |
| 459 |
// COUNT(DISTINCT) has no such limit and drops the per-group queries. |
| 460 |
$interactions = $this->db()->table('fs_conversations') |
| 461 |
->join('fs_tickets', 'fs_tickets.id', '=', 'fs_conversations.ticket_id') |
| 462 |
->select([ |
| 463 |
'fs_tickets.' . $groupByField, |
| 464 |
$this->db()->raw('COUNT(DISTINCT ' . $tablePrefix . 'fs_conversations.ticket_id) AS count'), |
| 465 |
]) |
| 466 |
->where('fs_conversations.conversation_type', 'response') |
| 467 |
->whereBetween('fs_conversations.created_at', [$from, $to]) |
| 468 |
->groupBy('fs_tickets.' . $groupByField); |
| 469 |
|
| 470 |
$interactions = $access->applyMailboxRestrictionScope($interactions)->get(); |
| 471 |
|
| 472 |
$reports = $this->pushReportData('interactions', $interactions, $reports, $groupByField); |
| 473 |
|
| 474 |
$ids = array_keys($reports); |
| 475 |
|
| 476 |
$types = [ |
| 477 |
'product' => [ |
| 478 |
'model' => Product::class, |
| 479 |
'fields' => ['id', 'title'], |
| 480 |
], |
| 481 |
'mailbox' => [ |
| 482 |
'model' => MailBox::class, |
| 483 |
'fields' => ['id', 'name'], |
| 484 |
], |
| 485 |
]; |
| 486 |
|
| 487 |
$model = $types[$type]['model']; |
| 488 |
$fields = $types[$type]['fields']; |
| 489 |
|
| 490 |
$items = $model::select($fields) |
| 491 |
->whereIn('id', $ids) |
| 492 |
->get(); |
| 493 |
|
| 494 |
foreach ($items as $item) { |
| 495 |
$report = isset($reports[$item->id]) ? $reports[$item->id] : []; |
| 496 |
|
| 497 |
$report = wp_parse_args($report, [ |
| 498 |
'responses' => 0, |
| 499 |
'opens' => 0, |
| 500 |
'closed' => 0, |
| 501 |
'interactions' => 0 |
| 502 |
]); |
| 503 |
$item->stats = $report; |
| 504 |
$item->active_stat = ''; |
| 505 |
} |
| 506 |
|
| 507 |
return $items; |
| 508 |
} |
| 509 |
|
| 510 |
/** |
| 511 |
* agentGroupSummary method will prepare ticket summary aggregated by agent group |
| 512 |
* @param false $from |
| 513 |
* @param false $to |
| 514 |
* @return mixed |
| 515 |
*/ |
| 516 |
public function agentGroupSummary($from = false, $to = false) |
| 517 |
{ |
| 518 |
if (!$from) { |
| 519 |
$from = current_time('Y-m-d'); |
| 520 |
} |
| 521 |
|
| 522 |
if (!$to) { |
| 523 |
$to = current_time('Y-m-d'); |
| 524 |
} |
| 525 |
|
| 526 |
$from .= ' 00:00:00'; |
| 527 |
$to .= ' 23:59:59'; |
| 528 |
|
| 529 |
// Get per-agent stats using the same queries as agentSummary |
| 530 |
$reports = []; |
| 531 |
|
| 532 |
$access = new AgentTicketAccess(); |
| 533 |
|
| 534 |
$resolves = $this->db()->table('fs_tickets') |
| 535 |
->select([ |
| 536 |
$this->db()->raw('COUNT(id) AS count'), |
| 537 |
'agent_id', |
| 538 |
]) |
| 539 |
->groupBy('agent_id') |
| 540 |
->where('status', 'closed') |
| 541 |
->whereBetween('resolved_at', [$from, $to]); |
| 542 |
|
| 543 |
$resolves = $access->applyMailboxRestrictionScope($resolves)->get(); |
| 544 |
|
| 545 |
$reports = $this->pushReportData('closed', $resolves, $reports, 'agent_id'); |
| 546 |
|
| 547 |
$openTickets = $this->db()->table('fs_tickets') |
| 548 |
->select([ |
| 549 |
$this->db()->raw('COUNT(id) AS count'), |
| 550 |
'agent_id' |
| 551 |
]) |
| 552 |
->groupBy('agent_id') |
| 553 |
->where('status', '!=', 'closed'); |
| 554 |
|
| 555 |
$openTickets = $access->applyMailboxRestrictionScope($openTickets)->get(); |
| 556 |
|
| 557 |
$reports = $this->pushReportData('opens', $openTickets, $reports, 'agent_id'); |
| 558 |
|
| 559 |
$responses = $access->applyMailboxRestrictionScopeViaTicket( |
| 560 |
Conversation::select([ |
| 561 |
$this->db()->raw('COUNT(id) AS count'), |
| 562 |
$this->db()->raw('person_id as agent_id'), |
| 563 |
]) |
| 564 |
->whereIn('person_id', Agent::getAgentIds()) |
| 565 |
->whereBetween('created_at', [$from, $to]) |
| 566 |
->where('conversation_type', 'response') |
| 567 |
->groupBy('agent_id') |
| 568 |
)->get(); |
| 569 |
|
| 570 |
$reports = $this->pushReportData('responses', $responses, $reports, 'agent_id'); |
| 571 |
|
| 572 |
foreach ($this->interactionCountsByAgent($from, $to, $access) as $row) { |
| 573 |
if (isset($reports[$row->agent_id])) { |
| 574 |
$reports[$row->agent_id]['interactions'] = (int) $row->count; |
| 575 |
} |
| 576 |
} |
| 577 |
|
| 578 |
// Get group -> agent_id mappings |
| 579 |
$groupAgentMap = TagPivot::where('source_type', 'agent_group') |
| 580 |
->select(['tag_id', 'source_id']) |
| 581 |
->get() |
| 582 |
->groupBy('tag_id'); |
| 583 |
|
| 584 |
// Get all agent groups |
| 585 |
$groups = AgentGroup::select(['id', 'title'])->get(); |
| 586 |
|
| 587 |
$defaultStats = [ |
| 588 |
'responses' => 0, |
| 589 |
'interactions' => 0, |
| 590 |
'opens' => 0, |
| 591 |
'closed' => 0, |
| 592 |
]; |
| 593 |
|
| 594 |
foreach ($groups as $group) { |
| 595 |
$agentIds = isset($groupAgentMap[$group->id]) |
| 596 |
? array_map('intval', $groupAgentMap[$group->id]->pluck('source_id')->toArray()) |
| 597 |
: []; |
| 598 |
|
| 599 |
$group->agents_count = count($agentIds); |
| 600 |
|
| 601 |
$groupStats = $defaultStats; |
| 602 |
|
| 603 |
foreach ($agentIds as $agentId) { |
| 604 |
if (isset($reports[$agentId])) { |
| 605 |
$agentStats = wp_parse_args($reports[$agentId], $defaultStats); |
| 606 |
$groupStats['responses'] += (int) $agentStats['responses']; |
| 607 |
$groupStats['interactions'] += (int) $agentStats['interactions']; |
| 608 |
$groupStats['opens'] += (int) $agentStats['opens']; |
| 609 |
$groupStats['closed'] += (int) $agentStats['closed']; |
| 610 |
} |
| 611 |
} |
| 612 |
|
| 613 |
$group->stats = $groupStats; |
| 614 |
} |
| 615 |
|
| 616 |
return $groups; |
| 617 |
} |
| 618 |
|
| 619 |
/** |
| 620 |
* pushReportData method will format the ticket summary report |
| 621 |
* @param $type |
| 622 |
* @param $tickets |
| 623 |
* @param $reports |
| 624 |
* @param $groupByField |
| 625 |
* @return array |
| 626 |
*/ |
| 627 |
private function pushReportData($type, $tickets, $reports, $groupByField): array |
| 628 |
{ |
| 629 |
foreach ($tickets as $ticket) { |
| 630 |
$groupKey = $ticket->{$groupByField}; |
| 631 |
|
| 632 |
if (!$groupKey) { |
| 633 |
continue; |
| 634 |
} |
| 635 |
|
| 636 |
if (!isset($reports[$groupKey])) { |
| 637 |
$reports[$groupKey] = []; |
| 638 |
} |
| 639 |
|
| 640 |
$reports[$groupKey][$type] = $ticket->count; |
| 641 |
} |
| 642 |
|
| 643 |
return $reports; |
| 644 |
} |
| 645 |
|
| 646 |
/** |
| 647 |
* getActiveStats method will return the statistics for active tickets |
| 648 |
* This method will get the list of open tickets calculate the wait times and return results |
| 649 |
* @param int|null $productId Narrow to one product's tickets |
| 650 |
* @return array|false |
| 651 |
*/ |
| 652 |
public function getActiveStats($productId = null) |
| 653 |
{ |
| 654 |
// We will calculate the wait times for open waiting tickets |
| 655 |
$query = (new AgentTicketAccess())->applyMailboxRestrictionScope( |
| 656 |
Ticket::waitingOnly() |
| 657 |
) |
| 658 |
->where('status', '!=', 'closed') |
| 659 |
->whereNotNull('waiting_since'); |
| 660 |
|
| 661 |
if ($productId) { |
| 662 |
$query->where('product_id', $productId); |
| 663 |
} |
| 664 |
|
| 665 |
$waitStat = $query |
| 666 |
->select([ |
| 667 |
$this->db()->raw('avg(UNIX_TIMESTAMP(waiting_since)) as avg_waiting'), |
| 668 |
$this->db()->raw('MIN(UNIX_TIMESTAMP(waiting_since)) as max_waiting'), |
| 669 |
$this->db()->raw('COUNT(*) as total_tickets') |
| 670 |
]) |
| 671 |
->first(); |
| 672 |
|
| 673 |
if(!$waitStat) { |
| 674 |
return false; |
| 675 |
} |
| 676 |
|
| 677 |
$waitStat->avg_waiting = intval($waitStat->avg_waiting); |
| 678 |
if($waitStat->avg_waiting > 0) { |
| 679 |
$waitSeconds = time() - $waitStat->avg_waiting; |
| 680 |
if( $waitSeconds < 172800 && $waitSeconds > 7200) { |
| 681 |
$avgWait = ceil($waitSeconds / 3600) . ' hours'; |
| 682 |
} else { |
| 683 |
$avgWait = human_time_diff($waitStat->avg_waiting, time()); |
| 684 |
} |
| 685 |
} else { |
| 686 |
$avgWait = 0; |
| 687 |
} |
| 688 |
|
| 689 |
return [ |
| 690 |
'average_waiting' => $avgWait, |
| 691 |
'max_waiting' => (intval($waitStat->max_waiting)) ? human_time_diff(intval($waitStat->max_waiting), time()) : 0, |
| 692 |
'waiting_tickets' => $waitStat->total_tickets |
| 693 |
]; |
| 694 |
} |
| 695 |
|
| 696 |
/** |
| 697 |
* getActiveStatByAgent method will return the statistics of active tickets for an agent |
| 698 |
* This method will get agent id as parameter, fetch the list of open tickets by agent id, calculate the wait times and return results |
| 699 |
* @param $agentId |
| 700 |
* @return array|false |
| 701 |
*/ |
| 702 |
public function getActiveStatByAgent($agentId) |
| 703 |
{ |
| 704 |
$waitStat = (new AgentTicketAccess())->applyMailboxRestrictionScope(Ticket::waitingOnly()) |
| 705 |
->where('status', '!=', 'closed') |
| 706 |
->whereNotNull('waiting_since') |
| 707 |
->where('agent_id', $agentId) |
| 708 |
->select([ |
| 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 |
$this->db()->raw('COUNT(*) as total_tickets') |
| 712 |
]) |
| 713 |
->first(); |
| 714 |
|
| 715 |
if(!$waitStat) { |
| 716 |
return false; |
| 717 |
} |
| 718 |
|
| 719 |
return $this->formatActiveStat($waitStat); |
| 720 |
} |
| 721 |
|
| 722 |
/** |
| 723 |
* getWaitStatsByAgents is the batched form of getActiveStatByAgent's aggregate, keyed by agent id |
| 724 |
* Agents with no waiting tickets get no row, so callers supply the zeroed default |
| 725 |
* @param array $agentIds |
| 726 |
* @return \FluentSupport\Framework\Database\Orm\Collection|array |
| 727 |
*/ |
| 728 |
public function getWaitStatsByAgents($agentIds) |
| 729 |
{ |
| 730 |
if (empty($agentIds)) { |
| 731 |
return []; |
| 732 |
} |
| 733 |
|
| 734 |
return (new AgentTicketAccess())->applyMailboxRestrictionScope(Ticket::waitingOnly()) |
| 735 |
->where('status', '!=', 'closed') |
| 736 |
->whereNotNull('waiting_since') |
| 737 |
->whereIn('agent_id', $agentIds) |
| 738 |
->select([ |
| 739 |
'agent_id', |
| 740 |
$this->db()->raw('avg(UNIX_TIMESTAMP(waiting_since)) as avg_waiting'), |
| 741 |
$this->db()->raw('MIN(UNIX_TIMESTAMP(waiting_since)) as max_waiting'), |
| 742 |
$this->db()->raw('COUNT(*) as total_tickets') |
| 743 |
]) |
| 744 |
->groupBy('agent_id') |
| 745 |
->get() |
| 746 |
->keyBy('agent_id'); |
| 747 |
} |
| 748 |
|
| 749 |
/** |
| 750 |
* formatActiveStat converts a waiting-ticket aggregate row into the display shape |
| 751 |
* @param $waitStat |
| 752 |
* @return array |
| 753 |
*/ |
| 754 |
private function formatActiveStat($waitStat) |
| 755 |
{ |
| 756 |
$waitStat->avg_waiting = intval($waitStat->avg_waiting); |
| 757 |
if($waitStat->avg_waiting > 0) { |
| 758 |
$waitSeconds = time() - $waitStat->avg_waiting; |
| 759 |
if( $waitSeconds < 172800 && $waitSeconds > 7200) { |
| 760 |
$avgWait = ceil($waitSeconds / 3600) . ' hours'; |
| 761 |
} else { |
| 762 |
$avgWait = human_time_diff($waitStat->avg_waiting, time()); |
| 763 |
} |
| 764 |
} else { |
| 765 |
$avgWait = 0; |
| 766 |
} |
| 767 |
|
| 768 |
return [ |
| 769 |
'average_waiting' => $avgWait, |
| 770 |
'max_waiting' => (intval($waitStat->max_waiting)) ? human_time_diff(intval($waitStat->max_waiting), time()) : 0, |
| 771 |
'waiting_tickets' => $waitStat->total_tickets |
| 772 |
]; |
| 773 |
} |
| 774 |
|
| 775 |
public function getQueryResults($from, $to, $filter) |
| 776 |
{ |
| 777 |
switch ($filter['report_type']) { |
| 778 |
case 'ticket': |
| 779 |
return $this->getTicketStats($from, $to); |
| 780 |
case 'agent_response': |
| 781 |
return $this->getResponseStats($from, $to, 'agent', $filter['agent_id'] ?? null); |
| 782 |
case 'customer_response': |
| 783 |
return $this->getResponseStats($from, $to, 'customer'); |
| 784 |
default: |
| 785 |
return []; |
| 786 |
} |
| 787 |
} |
| 788 |
|
| 789 |
public function getTicketStats($from, $to, $productId = null) |
| 790 |
{ |
| 791 |
global $wpdb; |
| 792 |
|
| 793 |
$whereClause = ''; |
| 794 |
$queryParams = []; |
| 795 |
|
| 796 |
if ($from && $to) { |
| 797 |
$start_date = gmdate('Y-m-d 00:00:00', strtotime($from)); |
| 798 |
$end_date = gmdate('Y-m-d 23:59:59', strtotime($to)); |
| 799 |
$whereClause = 'WHERE created_at BETWEEN %s AND %s'; |
| 800 |
$queryParams[] = $start_date; |
| 801 |
$queryParams[] = $end_date; |
| 802 |
} |
| 803 |
|
| 804 |
if ($productId) { |
| 805 |
$whereClause .= ($whereClause ? ' AND ' : 'WHERE ') . 'product_id = %d'; |
| 806 |
$queryParams[] = intval($productId); |
| 807 |
} |
| 808 |
|
| 809 |
// Raw SQL, so the query-builder helper cannot be used. |
| 810 |
$restrictedMailboxIds = PermissionManager::getRestrictedMailboxIds(); |
| 811 |
|
| 812 |
if ($restrictedMailboxIds) { |
| 813 |
$restrictedList = implode(',', array_map('intval', $restrictedMailboxIds)); |
| 814 |
$whereClause .= ($whereClause ? ' AND ' : 'WHERE ') |
| 815 |
. "(mailbox_id NOT IN ({$restrictedList}) OR mailbox_id IS NULL)"; |
| 816 |
} |
| 817 |
|
| 818 |
// SQL query to count tickets by day of week and hour within the specified date range. |
| 819 |
// $wpdb->prefix is WordPress-internal; $whereClause is built from hardcoded literals |
| 820 |
// only — user-supplied date values are bound via %s placeholders in prepare() below. |
| 821 |
// phpcs:ignore WordPress.DB.PreparedSQL.InterpolatedNotPrepared |
| 822 |
$query = "SELECT DAYNAME(created_at) AS weekday, HOUR(created_at) AS hour, COUNT(*) AS count |
| 823 |
FROM {$wpdb->prefix}fs_tickets |
| 824 |
{$whereClause} |
| 825 |
GROUP BY DAYNAME(created_at), HOUR(created_at) |
| 826 |
ORDER BY FIELD(DAYNAME(created_at), 'Monday', 'Tuesday', 'Wednesday', 'Thursday', 'Friday', 'Saturday', 'Sunday'), HOUR(created_at)"; |
| 827 |
|
| 828 |
// Execute the query — prepared when date params are present, plain otherwise. |
| 829 |
// phpcs:ignore PluginCheck.Security.DirectDB.UnescapedDBParameter -- $query structure is hardcoded; values are bound via $wpdb->prepare() when $queryParams is non-empty. |
| 830 |
$results = $queryParams |
| 831 |
? $wpdb->get_results($wpdb->prepare($query, $queryParams)) // phpcs:ignore WordPress.DB.PreparedSQL.NotPrepared |
| 832 |
: $wpdb->get_results($query); // phpcs:ignore WordPress.DB.PreparedSQL.NotPrepared |
| 833 |
|
| 834 |
$fillData = array_fill(0, 24, 0); |
| 835 |
// add :00 on the suffix |
| 836 |
$fillData = array_combine(array_map(function ($hour) { |
| 837 |
return sprintf('%1d:00', $hour); |
| 838 |
}, array_keys($fillData)), $fillData); |
| 839 |
|
| 840 |
// Prepare the report |
| 841 |
// Prepare the report |
| 842 |
$report = [ |
| 843 |
'Mon' => $fillData, |
| 844 |
'Tue' => $fillData, |
| 845 |
'Wed' => $fillData, |
| 846 |
'Thu' => $fillData, |
| 847 |
'Fri' => $fillData, |
| 848 |
'Sat' => $fillData, |
| 849 |
'Sun' => $fillData |
| 850 |
]; |
| 851 |
|
| 852 |
foreach ($results as $result) { |
| 853 |
$weekdayName = substr($result->weekday, 0, 3); |
| 854 |
if (!isset($report[$weekdayName])) { |
| 855 |
$report[$weekdayName] = $fillData; |
| 856 |
} |
| 857 |
$report[$weekdayName][sprintf('%1d:00', $result->hour)] = (int)$result->count; |
| 858 |
} |
| 859 |
|
| 860 |
return $report; |
| 861 |
} |
| 862 |
|
| 863 |
public function getResponseStats($from, $to, $reportType, $agentId = null, $productId = null) |
| 864 |
{ |
| 865 |
global $wpdb; |
| 866 |
|
| 867 |
$whereClause = ' AND p.person_type = %s'; |
| 868 |
$queryParams = [$reportType]; |
| 869 |
|
| 870 |
if ($from && $to) { |
| 871 |
$start_date = gmdate('Y-m-d 00:00:00', strtotime($from)); |
| 872 |
$end_date = gmdate('Y-m-d 23:59:59', strtotime($to)); |
| 873 |
$whereClause .= ' AND c.created_at BETWEEN %s AND %s'; |
| 874 |
$queryParams[] = $start_date; |
| 875 |
$queryParams[] = $end_date; |
| 876 |
} |
| 877 |
|
| 878 |
if ($agentId) { |
| 879 |
$whereClause .= ' AND c.person_id = %d'; |
| 880 |
$queryParams[] = intval($agentId); |
| 881 |
} |
| 882 |
|
| 883 |
// As getTicketStats(), but reaching the mailbox and product through the parent ticket. |
| 884 |
$ticketConditions = []; |
| 885 |
$restrictedMailboxIds = PermissionManager::getRestrictedMailboxIds(); |
| 886 |
|
| 887 |
if ($restrictedMailboxIds) { |
| 888 |
$restrictedList = implode(',', array_map('intval', $restrictedMailboxIds)); |
| 889 |
$ticketConditions[] = "(t.mailbox_id NOT IN ({$restrictedList}) OR t.mailbox_id IS NULL)"; |
| 890 |
} |
| 891 |
|
| 892 |
if ($productId) { |
| 893 |
$ticketConditions[] = 't.product_id = %d'; |
| 894 |
$queryParams[] = intval($productId); |
| 895 |
} |
| 896 |
|
| 897 |
if ($ticketConditions) { |
| 898 |
$whereClause .= " AND EXISTS (SELECT 1 FROM {$wpdb->prefix}fs_tickets t" |
| 899 |
. " WHERE t.id = c.ticket_id AND " . implode(' AND ', $ticketConditions) . ')'; |
| 900 |
} |
| 901 |
|
| 902 |
// SQL query to count customer responses by day of week and hour within the specified date range |
| 903 |
$query = $wpdb->prepare( |
| 904 |
"SELECT DAYNAME(c.created_at) AS weekday, HOUR(c.created_at) AS hour, COUNT(*) AS count |
| 905 |
FROM {$wpdb->prefix}fs_conversations AS c |
| 906 |
JOIN {$wpdb->prefix}fs_persons AS p ON c.person_id = p.id |
| 907 |
WHERE c.conversation_type = 'response' |
| 908 |
{$whereClause} |
| 909 |
GROUP BY DAYNAME(c.created_at), HOUR(c.created_at) |
| 910 |
ORDER BY FIELD(DAYNAME(c.created_at), 'Monday', 'Tuesday', 'Wednesday', 'Thursday', 'Friday', 'Saturday', 'Sunday'), HOUR(c.created_at)", |
| 911 |
$queryParams |
| 912 |
); |
| 913 |
|
| 914 |
// Execute the query |
| 915 |
// 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. |
| 916 |
$results = $wpdb->get_results($query); |
| 917 |
|
| 918 |
$fillData = array_fill(0, 24, 0); |
| 919 |
// add :00 on the suffix |
| 920 |
$fillData = array_combine(array_map(function ($hour) { |
| 921 |
return sprintf('%1d:00', $hour); |
| 922 |
}, array_keys($fillData)), $fillData); |
| 923 |
|
| 924 |
// Prepare the report |
| 925 |
$report = [ |
| 926 |
'Mon' => $fillData, |
| 927 |
'Tue' => $fillData, |
| 928 |
'Wed' => $fillData, |
| 929 |
'Thu' => $fillData, |
| 930 |
'Fri' => $fillData, |
| 931 |
'Sat' => $fillData, |
| 932 |
'Sun' => $fillData |
| 933 |
]; |
| 934 |
|
| 935 |
foreach ($results as $result) { |
| 936 |
$weekdayName = substr($result->weekday, 0, 3); |
| 937 |
if (!isset($report[$weekdayName])) { |
| 938 |
$report[$weekdayName] = $fillData; |
| 939 |
} |
| 940 |
$report[$weekdayName][sprintf('%01d:00', $result->hour)] = (int)$result->count; |
| 941 |
} |
| 942 |
|
| 943 |
return $report; |
| 944 |
} |
| 945 |
|
| 946 |
public function getTicketResponseStats($from, $to, $filter) |
| 947 |
{ |
| 948 |
$query = (new AgentTicketAccess())->applyMailboxRestrictionScopeViaTicket( |
| 949 |
Conversation::query() |
| 950 |
) |
| 951 |
->select('id', 'ticket_id', 'person_id', 'created_at', 'content') |
| 952 |
->addSelect([ |
| 953 |
'person_type' => Person::select('person_type') |
| 954 |
->whereColumn('id', 'fs_conversations.person_id'), |
| 955 |
'full_name' => Person::selectRaw("CONCAT(first_name, ' ', last_name)") |
| 956 |
->whereColumn('id', 'fs_conversations.person_id') |
| 957 |
]) |
| 958 |
->where('conversation_type', 'response') |
| 959 |
->when(Arr::get($filter, 'person_type'), function (Builder $q, $personType) { |
| 960 |
return $q->whereHas('person', function ($q) use ($personType) { |
| 961 |
return $q->where('person_type', $personType); |
| 962 |
}); |
| 963 |
}) |
| 964 |
->when(($from && $to), function ($q) use ($from, $to) { |
| 965 |
return $q->whereBetween('created_at', [ |
| 966 |
DateTime::parse($from)->startOfDay(), |
| 967 |
DateTime::parse($to)->endOfDay() |
| 968 |
]); |
| 969 |
}) |
| 970 |
->when(Arr::get($filter, 'person_id'), function ($q, $personId) { |
| 971 |
return $q->where('person_id', $personId); |
| 972 |
}); |
| 973 |
|
| 974 |
return $query->get(); |
| 975 |
} |
| 976 |
|
| 977 |
public function applyDateFilter($query, $from, $to) |
| 978 |
{ |
| 979 |
if ($from && $to) { |
| 980 |
$from .= ' 00:00:00'; |
| 981 |
$to .= ' 23:59:59'; |
| 982 |
|
| 983 |
$query->whereBetween('created_at', [$from, $to]); |
| 984 |
} |
| 985 |
} |
| 986 |
|
| 987 |
public function finalizeQuery($query) |
| 988 |
{ |
| 989 |
return $query->groupByRaw('DAYNAME(created_at), HOUR(created_at)') |
| 990 |
->orderByRaw("FIELD(DAYNAME(created_at), 'Monday', 'Tuesday', 'Wednesday', 'Thursday', 'Friday', 'Saturday', 'Sunday'), HOUR(created_at)") |
| 991 |
->get(); |
| 992 |
} |
| 993 |
|
| 994 |
public function formatResults($results) |
| 995 |
{ |
| 996 |
$dataItems = [ |
| 997 |
'Mon' => [], 'Tue' => [], 'Wed' => [], 'Thu' => [], 'Fri' => [], 'Sat' => [], 'Sun' => [] |
| 998 |
]; |
| 999 |
|
| 1000 |
$hours = array_map(function ($hour) { |
| 1001 |
return $hour . ":00"; |
| 1002 |
}, range(0, 23)); |
| 1003 |
|
| 1004 |
foreach ($dataItems as $day => $data) { |
| 1005 |
$dataItems[$day] = array_fill_keys($hours, 0); |
| 1006 |
} |
| 1007 |
|
| 1008 |
foreach ($results as $row) { |
| 1009 |
$day = substr($row['day_of_week'], 0, 3); |
| 1010 |
$hour = $row['hour_of_day'] . ":00"; |
| 1011 |
$dataItems[$day][$hour] = (int) $row['count']; |
| 1012 |
} |
| 1013 |
|
| 1014 |
return $dataItems; |
| 1015 |
} |
| 1016 |
} |
| 1017 |
|
