Some dashboard calculation improvements.

app/assets/javascripts/app/controllers/_dashboard/stats.js.coffee

@@ -12,10 +12,11 @@ class App.DashboardStats extends App.Controller
     @bind('dashboard_stats_rebuild', @render)
 
   render: (data = {}) ->
-    if !data.StatsTicketWaitingTime
+    if !data.TicketResponseTime
-      data.StatsTicketWaitingTime =
+      data.TicketResponseTime =
         handling_time: 0
         average: 0
+        average_per_agent: 0
     if !data.StatsTicketEscalation
       data.StatsTicketEscalation =
         state: 'supergood'
@@ -45,22 +46,22 @@ class App.DashboardStats extends App.Controller
         percent: 0
         own: 0
         total: 0
-        average: 0
+        average_per_agent: 0
     if !data.StatsTicketInProcess
       data.StatsTicketInProcess =
         state: 'supergood'
         percent: 0
-        average_percent: 0
+        average_per_agent: 0
     if !data.StatsTicketReopen
       data.StatsTicketReopen =
         state: 'supergood'
         percent: 0
-        average_percent: 0
+        average_per_agent: 0
 
     @html App.view('dashboard/stats')(data)
 
-    if data.StatsTicketWaitingTime
+    if data.TicketResponseTime
-      @renderWidgetClockFace data.StatsTicketWaitingTime.handling_time
+      @renderWidgetClockFace data.TicketResponseTime.handling_time
 
   renderWidgetClockFace: (time) =>
     canvas = @el.find 'canvas'

app/assets/javascripts/app/views/dashboard/stats.jst.eco

@@ -8,8 +8,8 @@
         <div class="stat-amount"></div>
       </div>
     </div>
-    <div class="stat-label"><%- @T('My handling time: %s minutes', @StatsTicketWaitingTime.handling_time) %></div>
+    <div class="stat-label"><%- @T('My handling time: %s minutes', @TicketResponseTime.handling_time) %></div>
-    <div class="stat-detail"><%- @T('Average: %s minutes', @StatsTicketWaitingTime.average) %></div>
+    <div class="stat-detail"><%- @T('Average: %s minutes', @TicketResponseTime.average_per_agent) %></div>
   </div>
 </div>
 <div class="column">
@@ -52,7 +52,7 @@
       <%- @Icon('total-tickets', 'total-tickets') %>
     </div>
     <div class="stat-label"><%- @T('Tickets assigned to me: %s of %s', @StatsTicketLoadMeasure.own, @StatsTicketLoadMeasure.total) %></div>
-    <div class="stat-detail"><%- @T('Average: %s', @StatsTicketLoadMeasure.average) %></div>
+    <div class="stat-detail"><%- @T('Average: %s', @StatsTicketLoadMeasure.average_per_agent) %></div>
   </div>
 </div>
 <div class="column">
@@ -62,7 +62,7 @@
       <%- @Icon('in-process', "in-process-icon state-color #{@StatsTicketInProcess.state}-state") %>
     </div>
     <div class="stat-label" title="<%- @T('%s of your Tickets are currently in process.', @StatsTicketInProcess.in_process) %>"><%- @T('%s% are currently in process', @StatsTicketInProcess.percent) %></div>
-    <div class="stat-detail"><%- @T('Average: %s%', @StatsTicketInProcess.average_percent) %></div>
+    <div class="stat-detail"><%- @T('Average: %s%', @StatsTicketInProcess.average_per_agent) %></div>
   </div>
 </div>
 <div class="column">
@@ -72,6 +72,6 @@
       <%- @Icon('reopening', "reopening-icon state-color #{@StatsTicketReopen.state}-state") %>
     </div>
     <div class="stat-label"><%- @T('%s% are being reopened', @StatsTicketReopen.percent) %></div>
-    <div class="stat-detail"><%- @T('Average: %s%', @StatsTicketReopen.average_percent) %></div>
+    <div class="stat-detail"><%- @T('Average: %s%', @StatsTicketReopen.average_per_agent) %></div>
   </div>
 </div>

app/models/ticket/state.rb

@@ -9,7 +9,7 @@ class Ticket::State < ApplicationModel
 
 list tickets by customer
 
-  states = Ticket::State.by_category('open') # open|closed|work_on|pending_reminder
+  states = Ticket::State.by_category('open') # open|closed|work_on|work_on_all|pending_reminder
 
 returns:
 
@@ -30,6 +30,10 @@ returns:
       return Ticket::State.where(
         state_type_id: Ticket::StateType.where( name: ['new', 'open'] )
       )
+    elsif category == 'work_on_all'
+      return Ticket::State.where(
+        state_type_id: Ticket::StateType.where( name: ['new', 'open', 'pending reminder'] )
+      )
     elsif category == 'closed'
       return Ticket::State.where(
         state_type_id: Ticket::StateType.where( name: ['closed'] )

lib/stats.rb

@@ -26,20 +26,54 @@ returns
       Stats::TicketReopen,
     ]
 
+    # generate stats per agent
     users = User.of_role('Agent')
+    agent_count = 0
+    user_result = {}
     users.each {|user|
       next if user.id == 1
+      next if !user.active
+      agent_count += 1
       data = {}
       backends.each {|backend|
         data[backend.to_app_model] = backend.generate(user)
       }
+      user_result[user.id] = data
+    }
+
+    # calculate average
+    backend_average_sum = {}
+    user_result.each {|user_id, data|
+      data.each {|backend_model, backend_result|
+        next if !backend_result.has_key?(:used_for_average)
+        if !backend_average_sum[backend_model]
+          backend_average_sum[backend_model] = 0
+        end
+        backend_average_sum[backend_model] += backend_result[:used_for_average]
+      }
+    }
+
+    # generate average stats
+    backend_average_sum.each {|backend_model_average, result|
+      average = ( result.to_f / agent_count.to_f ).round(1)
+      user_result.each {|user_id, data|
+        data.each {|backend_model_data, backend_result|
+          next if backend_model_data != backend_model_average
+          next if !backend_result.has_key?(:used_for_average)
+          backend_result[:average_per_agent] = average
+        }
+      }
+    }
+
+    user_result.each {|user_id, data|
       StatsStore.sync(
         object: 'User',
-        o_id: user.id,
+        o_id: user_id,
         key: 'dashboard',
         data: data,
       )
     }
+
     true
   end
 

lib/stats/ticket_escalation.rb

@@ -32,8 +32,9 @@ class Stats::TicketEscalation
     end
 
     {
+      used_for_average: own_escalated,
+      average_per_agent: average,
       state: state,
-      average: average,
       own: own_escalated,
       total: all_escalated,
     }

lib/stats/ticket_in_process.rb

@@ -42,10 +42,11 @@ class Stats::TicketInProcess
     end
 
     {
+      used_for_average: in_process_precent,
+      average_per_agent: average_in_percent,
       state: state,
       in_process: count,
       percent: in_process_precent,
-      average_percent: average_in_percent,
       total: total,
     }
   end

lib/stats/ticket_load_measure.rb

@@ -4,7 +4,7 @@ class Stats::TicketLoadMeasure
 
   def self.generate(user)
 
-    open_state_ids = Ticket::State.by_category('open').map(&:id)
+    open_state_ids = Ticket::State.by_category('work_on_all').map(&:id)
 
     # owned tickets
     count = Ticket.where(owner_id: user.id, state_id: open_state_ids).count
@@ -31,11 +31,12 @@ class Stats::TicketLoadMeasure
       total = count
     end
 
-    if count != 0 && total != 0
+    if total != 0
       load_measure_precent = (count * 1000) / ((total * 1000) / 100)
     end
     {
-      average: average,
+      used_for_average: load_measure_precent,
+      average_per_agent: average,
       percent: load_measure_precent,
       state: state,
       own: count,

lib/stats/ticket_reopen.rb

@@ -11,11 +11,12 @@ class Stats::TicketReopen
       end:    Time.zone.now,
     )
     {
+      used_for_average: 0,
+      average_per_agent: '',
       state: 'good',
       own: count,
       total: 0,
       percent: 0,
-      average_percent: '-',
     }
   end
 

lib/stats/ticket_response_time.rb

@@ -22,7 +22,7 @@ class Stats::TicketResponseTime
   end
 
   def self.generate(user)
-    items = Stats.where('action_at > ? AND action_at < ?', Time.zone.now - 7.days, Time.zone.now).where(key: 'ticket:response_time')
+    items = StatsStore.where('created_at > ? AND created_at < ?', Time.zone.now - 7.days, Time.zone.now).where(key: 'ticket:response_time')
     count_total = items.count
     total = 0
     count_own = 0
@@ -35,9 +35,14 @@ class Stats::TicketResponseTime
       end
       total += data[:time]
     }
+    if total != 0
+      own = (own / count_own).round
+    end
     {
-      own: (own / count_own).round,
+      used_for_average: 0,
-      total: (total / count_total).round,
+      average_per_agent: '-',
+      own: own,
+      total: total,
     }
   end