trabajo-afectivo/lib/stats/ticket_waiting_time.rb

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# Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
class Stats::TicketWaitingTime
def self.generate(user)
# get users groups
group_ids = user.group_ids_access('full')
own_waiting = Ticket.where(
'owner_id = ? AND group_id IN (?) AND updated_at > ?', user.id, group_ids, Time.zone.today
)
all_waiting = Ticket.where(
'group_id IN (?) AND updated_at > ?', group_ids, Time.zone.today
)
handling_time = calculate_average(own_waiting, Time.zone.today)
if handling_time.positive?
handling_time = (handling_time / 60).round
end
average_per_agent = calculate_average(all_waiting, Time.zone.today)
if average_per_agent.positive?
average_per_agent = (average_per_agent / 60).round
end
state = 'supergood'
percent = 0
state = if handling_time <= 60
percent = handling_time.to_f / 60
'supergood'
elsif handling_time <= 60 * 4
percent = (handling_time.to_f - 60) / (60 * 3)
'good'
elsif handling_time <= 60 * 8
percent = (handling_time.to_f - 60 * 4) / (60 * 4)
'ok'
else
percent = 1.00
'bad'
end
{
handling_time: handling_time,
average_per_agent: average_per_agent,
state: state,
percent: percent,
}
end
def self.average_state(result, _user_id)
result
end
def self.calculate_average(tickets, start_time)
average_time = 0
count_articles = 0
tickets.each { |ticket|
count_time = 0
ticket.articles.joins(:type).where('ticket_articles.created_at > ? AND ticket_articles.internal = ? AND ticket_article_types.communication = ?', start_time, false, true).each { |article|
if article.sender.name == 'Customer'
count_time = article.created_at.to_i
elsif count_time.positive?
average_time += article.created_at.to_i - count_time
count_articles += 1
count_time = 0
end
}
}
if count_articles.positive?
average_time = average_time / count_articles
end
average_time
end
end