fluent-support / app / Modules / StatModule.php

StatModule.php in Fluent Support – Helpdesk & Customer Support Ticket System trunk, at app/Modules/StatModule.php

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1	<?php
2
3	namespace FluentSupport\App\Modules;
4
5	use FluentSupport\App\Models\Agent;
6	use FluentSupport\App\Models\Conversation;
7	use FluentSupport\App\Models\Ticket;
8	use FluentSupport\App\Models\Product;
9	use FluentSupport\App\Services\Tickets\AgentTicketAccess;
10
11	/**
12	* StatModule class is responsible for getting data related to report
13	* @package FluentSupport\App\Modules
14	*
15	* @version 1.0.0
16	*/
17	class StatModule
18	{
19	/**
20	* getAgentStat method will return ticket statistics by an agent id
21	* This method will get agent id, start date and end date as parameter and fetch the ticket information and return
22	* @param $agentId
23	* @param false $startDate
24	* @param false $endDate
25	* @return array[]
26	*/
27	public static function getAgentStat($agentId, $startDate = false, $endDate = false)
28	{
29	if (!$startDate) {
30	$currentDate = current_time('mysql');
31	$startDate = $currentDate;
32	$endDate = $currentDate;
33	}
34
35	$startDate = gmdate('Y-m-d 00:00.01', strtotime($startDate));
36	$endDate = gmdate('Y-m-d 23:59.59', strtotime($endDate));
37
38	$access = new AgentTicketAccess();
39
40	//Get list of new ticket by agent
41	$newTickets = $access->applyMailboxRestrictionScope(
42	Ticket::where('agent_id', $agentId)->where('status', 'new')
43	)->count();
44
45	//Get list of active ticket by agent
46	$activeTickets = $access->applyMailboxRestrictionScope(
47	Ticket::where('agent_id', $agentId)->where('status', 'active')
48	)->count();
49
50	//Get list of closed ticket by agent within a date range(default today)
51	$closedTickets = $access->applyMailboxRestrictionScope(
52	Ticket::where('agent_id', $agentId)
53	->where('status', 'closed')
54	->whereBetween('resolved_at', [$startDate, $endDate])
55	)->count();
56
57	//Get list of response by agent id within a date range(default today)
58	$responses = $access->applyMailboxRestrictionScopeViaTicket(
59	Conversation::where('conversation_type', 'response')
60	->where('person_id', $agentId)
61	->whereBetween('created_at', [$startDate, $endDate])
62	)->count();
63
64	//Count the response in tickets within a date range(default today) for agent
65	$interactions = $access->applyMailboxRestrictionScopeViaTicket(
66	Conversation::where('person_id', $agentId)
67	->where('conversation_type', 'response')
68	->whereBetween('created_at', [$startDate, $endDate])
69	->groupBy('ticket_id')
70	)->get()->count();
71
72	return [
73	'new_tickets' => [
74	'title' => __('New Tickets', 'fluent-support'),
75	'count' => $newTickets
76	],
77	'active_tickets' => [
78	'title' => __('Active Tickets', 'fluent-support'),
79	'count' => $activeTickets
80	],
81	'closed_tickets' => [
82	'title' => __('Closed Tickets', 'fluent-support'),
83	'count' => $closedTickets
84	],
85	'responses' => [
86	'title' => __('Responses', 'fluent-support'),
87	'count' => $responses
88	],
89	'interactions' => [
90	'title' => __('Interactions', 'fluent-support'),
91	'count' => $interactions
92	]
93	];
94	}
95
96	/**
97	* getOverAllStats method will return the overall statistics for all tickets
98	* This method will count the ticket number by ticket status and return the array
99	* @return array[]
100	*/
101	public static function getOverAllStats()
102	{
103	$access = new AgentTicketAccess();
104
105	// Same mailbox boundary as the ticket list; these totals are agent-facing.
106	$newTickets = $access->applyMailboxRestrictionScope(Ticket::where('status', 'new'))
107	->count();
108
109	$activeTickets = $access->applyMailboxRestrictionScope(Ticket::where('status', 'active'))
110	->count();
111
112	$closedTickets = $access->applyMailboxRestrictionScope(Ticket::where('status', 'closed'))
113	->count();
114
115	$responses = $access->applyMailboxRestrictionScopeViaTicket(
116	Conversation::where('conversation_type', 'response')
117	)->count();
118
119	return [
120	'new_tickets' => [
121	'title' => __('New Tickets', 'fluent-support'),
122	'count' => $newTickets
123	],
124	'active_tickets' => [
125	'title' => __('Active Tickets', 'fluent-support'),
126	'count' => $activeTickets
127	],
128	'closed_tickets' => [
129	'title' => __('Closed Tickets', 'fluent-support'),
130	'count' => $closedTickets
131	],
132	'responses' => [
133	'title' => __('Responses', 'fluent-support'),
134	'count' => $responses
135	]
136	];
137	}
138
139	/**
140	* getTodayStats method will return a stats of today's tickets
141	* This method will count the ticket number by ticket status and return the array
142	* @param bool\|int $agentId By default value set to false however when it gets an agent id it will fetch
143	* the result by this id
144	* @return array result in array format
145	*/
146	public static function getTodayStats($agentId = false, ?AgentTicketAccess $access = null)
147	{
148	$start = gmdate('Y-m-d 00:00.01');
149	$end = gmdate('Y-m-d 23:59.59');
150
151	$access = $access ?: new AgentTicketAccess();
152
153	$newTickets = $access->applyMailboxRestrictionScope(
154	Ticket::whereBetween('created_at', [$start, $end])
155	);
156
157	$closedTickets = $access->applyMailboxRestrictionScope(
158	Ticket::where('status', 'closed')->whereBetween('resolved_at', [$start, $end])
159	);
160
161	$responses = $access->applyMailboxRestrictionScopeViaTicket(
162	Conversation::where('conversation_type', 'response')
163	->whereHas('person', function ($q) {
164	$q->where('person_type', 'agent');
165	})
166	->whereBetween('created_at', [$start, $end])
167	);
168
169	if ($agentId) {
170	$newTickets->where('agent_id', $agentId);
171	$closedTickets->where('agent_id', $agentId);
172	$responses->where('person_id', $agentId);
173	}
174
175	return [
176	'new_tickets' => [
177	'title' => __('New Tickets', 'fluent-support'),
178	'count' => $newTickets->count()
179	],
180	'closed_tickets' => [
181	'title' => __('Closed Tickets', 'fluent-support'),
182	'count' => $closedTickets->count()
183	],
184	'responses' => [
185	'title' => __('Responses', 'fluent-support'),
186	'count' => $responses->count()
187	]
188	];
189	}
190
191	/**
192	* getAgentOverallStats method will produce overall statistics by agent
193	* @param $agentId
194	* @return array[]
195	*/
196	public static function getAgentOverallStats($agentId)
197	{
198	//Get count of response by the agent
199	$replies_count = (new AgentTicketAccess())->applyMailboxRestrictionScopeViaTicket(
200	Conversation::where('person_id', $agentId)
201	)->count();
202
203	//Get the number of interactions/responses by agent with tickets
204	$interactions_count = (new AgentTicketAccess())->applyMailboxRestrictionScopeViaTicket(
205	Conversation::where('person_id', $agentId)
206	->where('conversation_type', 'response')
207	->groupBy('ticket_id')
208	)->get()->count();
209
210	//Get the number of tickets that are closed by this agent
211	$total_closed = (new AgentTicketAccess())->applyMailboxRestrictionScope(
212	Ticket::where('agent_id', $agentId)->where('status', 'closed')
213	)->count();
214
215	return [
216	'replies_count' => [
217	'title' => __('Total Replies', 'fluent-support'),
218	'count' => $replies_count
219	],
220	// 'interactions_count' => [
221	// 'title' => __('Total Interactions', 'fluent-support'),
222	// 'count' => $interactions_count
223	// ],
224	'total_closed' => [
225	'title' => __('Total Closed', 'fluent-support'),
226	'count' => $total_closed
227	]
228	];
229	}
230
231	/**
232	* This `getActiveTicketsByProductStats` method will count today's tickets by product that are waiting for reply
233	* @return array $result
234	*/
235	public static function getActiveTicketsByProductStats()
236	{
237	$products = Product::all();
238	$result = [];
239	$access = new AgentTicketAccess();
240
241	foreach ($products as $product) {
242	$result[$product->id] = [
243	'title' => $product->title,
244	'count' => static::countAwaitingTickets('product_id', $product->id, $access)
245	];
246	}
247
248	return $result;
249	}
250
251
252	/**
253	* This will count the number of tickets that are waiting for response also it can receive parameters
254	* @param string $whereClause // This is the where clause that will be used in the query
255	* @param string $whereClauseValue // This is the value of the where clause
256	* @return int $awatingTicketCount
257	*/
258	public static function countAwaitingTickets($whereClause = null, $whereClauseValue = null, ?AgentTicketAccess $access = null)
259	{
260	// Must be a builder: ->where() on a bare model returns a new one, losing the scope.
261	$ticket = Ticket::query();
262
263	if ($whereClause && $whereClauseValue) {
264	$ticket = $ticket->where(sanitize_text_field($whereClause), sanitize_text_field($whereClauseValue));
265	}
266
267	$ticket = ($access ?: new AgentTicketAccess())->applyMailboxRestrictionScope($ticket);
268
269	$awatingTicketCount = $ticket->where('status', '!=', 'closed')
270	->where(function ($query) {
271	$query->whereColumn('last_agent_response', '<', 'last_customer_response')
272	->orWhereNull('last_agent_response')
273	->orWhere('status', 'new');
274	})->count();
275
276	return $awatingTicketCount;
277	}
278
279	/**
280	* This method will return a summary of today's stats of all agent
281	* @return array
282	*/
283	public static function getAgentTodayStats()
284	{
285	$stats = [];
286	// One instance for the whole loop: resolving restrictions costs an agent and
287	// meta read, and a fresh instance per agent would repeat it 44 times.
288	$access = new AgentTicketAccess();
289
290	Agent::get()->each(function ($agent) use (&$stats, $access) {
291	$agentStat = static::getTodayStats($agent->id, $access);
292	$waiting = static::countAwaitingTickets('agent_id', $agent->id, $access);
293	if(!empty($agentStat['responses']['count']) \|\| $waiting) {
294	$stats[] = [
295	'agent_id' => $agent->id,
296	'agent_name' => $agent->full_name,
297	'agent_email' => $agent->email,
298	'avatar' => $agent->photo,
299	'stats' => array_merge(
300	[
301	'waiting_today' => [
302	'title' => __('Waiting Today', 'fluent-support'),
303	'count' => $waiting
304	]
305	],
306	$agentStat
307	)
308	];
309	}
310	});
311
312	return $stats;
313	}
314
315	}
316