Refactoring: Migrate stats_ticket_waiting_time_test to RSpec
This commit is contained in:
Ryan Lue
Thorsten Eckel
parent
9d7485bf71
commit
97530e0d78
159
spec/lib/stats/ticket_waiting_time_spec.rb
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159
spec/lib/stats/ticket_waiting_time_spec.rb
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require 'rails_helper'
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RSpec.describe Stats::TicketWaitingTime do
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describe '.generate' do
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let(:user) { create(:agent_user, groups: [group]) }
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let(:group) { create(:group) }
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context 'when given an agent with no tickets' do
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it 'returns a hash with 1-day average ticket wait time for user (in minutes)' do
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expect(Stats::TicketWaitingTime.generate(user)).to include(handling_time: 0)
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end
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it 'returns a hash with 1-day average ticket wait time across user’s groups (in minutes)' do
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expect(Stats::TicketWaitingTime.generate(user)).to include(average_per_agent: 0)
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end
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it 'returns a hash with verbal grade for average ticket wait time' do
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expect(Stats::TicketWaitingTime.generate(user)).to include(state: 'supergood')
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end
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it 'returns a hash with decimal score (0–1) of user’s risk of falling to a lower grade' do
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expect(Stats::TicketWaitingTime.generate(user)).to include(percent: 0.0)
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end
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context 'and who belongs to a group with other tickets' do
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let(:ticket) { create(:ticket, group: group) }
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before do
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create(:ticket_article, sender_name: 'Customer', ticket: ticket, created_at: Time.current + 1.hour)
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create(:ticket_article, sender_name: 'Agent', ticket: ticket, created_at: Time.current + 2.hours)
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end
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it 'returns a hash with 1-day average ticket wait time across user’s groups (in minutes)' do
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expect(Stats::TicketWaitingTime.generate(user)).to include(average_per_agent: 60)
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end
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end
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end
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context 'when given an agent with recent (since start-of-day) customer exchanges' do
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let(:ticket) { create(:ticket, group: group, owner_id: user.id) }
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before do
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create(:ticket_article, sender_name: 'Customer', ticket: ticket, created_at: Time.current + 1.hour)
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create(:ticket_article, sender_name: 'Agent', ticket: ticket, created_at: Time.current + 2.hours)
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end
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it 'returns a hash with 1-day average ticket wait time for user (in minutes)' do
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expect(Stats::TicketWaitingTime.generate(user)).to include(handling_time: 60)
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end
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it 'returns a hash with 1-day average ticket wait time across user’s groups (in minutes)' do
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expect(Stats::TicketWaitingTime.generate(user)).to include(average_per_agent: 60)
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end
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it 'returns a hash with verbal grade for average ticket wait time' do
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expect(Stats::TicketWaitingTime.generate(user)).to include(state: 'supergood')
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end
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it 'returns a hash with decimal score (0–1) of user’s risk of falling to a lower grade' do
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expect(Stats::TicketWaitingTime.generate(user)).to include(percent: 1.0)
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end
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context 'and who belongs to a group with other tickets' do
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let(:other_ticket) { create(:ticket, group: group) }
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before do
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create(:ticket_article, sender_name: 'Customer', ticket: other_ticket, created_at: Time.current + 1.hour)
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create(:ticket_article, sender_name: 'Agent', ticket: other_ticket, created_at: Time.current + 3.hours)
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end
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it 'returns a hash with 1-day average ticket wait time across user’s groups (in minutes)' do
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expect(Stats::TicketWaitingTime.generate(user)).to include(average_per_agent: 90)
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end
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end
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end
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end
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describe '.calculate_average' do
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let(:ticket) { create(:ticket) }
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let(:start_time) { Time.current.beginning_of_day }
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context 'with empty tickets (no articles)' do
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it 'returns 0' do
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expect(Stats::TicketWaitingTime.calculate_average(ticket.id, start_time)).to eq(0)
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end
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end
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context 'with old articles (last message predates given start time)' do
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before do
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create(:ticket_article, sender_name: 'Customer', ticket: ticket, created_at: 1.day.ago)
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create(:ticket_article, sender_name: 'Agent', ticket: ticket, created_at: 1.day.ago)
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end
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it 'returns 0' do
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expect(Stats::TicketWaitingTime.calculate_average(ticket.id, start_time)).to eq(0)
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end
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end
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context 'with a single exchange' do
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before do
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create(:ticket_article, sender_name: 'Customer', ticket: ticket, created_at: start_time + 1.minute)
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create(:ticket_article, sender_name: 'Agent', ticket: ticket, created_at: start_time + 2.minutes)
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end
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it 'returns elapsed time' do
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expect(Stats::TicketWaitingTime.calculate_average(ticket.id, start_time)).to eq(1.minute)
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end
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end
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context 'with internal notes' do
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before do
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create(:ticket_article, sender_name: 'Customer', ticket: ticket, created_at: start_time + 1.minute)
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create(:ticket_article, sender_name: 'Agent', ticket: ticket, created_at: start_time + 2.minutes, internal: true)
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create(:ticket_article, sender_name: 'Agent', ticket: ticket, created_at: start_time + 3.minutes)
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end
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it 'ignores them (and measures time to actual response)' do
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expect(Stats::TicketWaitingTime.calculate_average(ticket.id, start_time)).to eq(2.minutes)
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end
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end
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context 'with multiple exchanges' do
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before do
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create(:ticket_article, sender_name: 'Customer', ticket: ticket, created_at: start_time + 1.minute)
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create(:ticket_article, sender_name: 'Agent', ticket: ticket, created_at: start_time + 2.minutes)
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create(:ticket_article, sender_name: 'Customer', ticket: ticket, created_at: start_time + 10.minutes)
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create(:ticket_article, sender_name: 'Agent', ticket: ticket, created_at: start_time + 15.minutes)
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end
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it 'returns average of elapsed times' do
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expect(Stats::TicketWaitingTime.calculate_average(ticket.id, start_time)).to eq(3.minutes)
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end
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end
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context 'with all above cases combined' do
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before do
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# empty ticket
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create(:ticket)
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# old messages
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create(:ticket_article, sender_name: 'Customer', ticket: ticket, created_at: 1.day.ago)
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create(:ticket_article, sender_name: 'Agent', ticket: ticket, created_at: 1.day.ago)
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# first exchange, with internal notes
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create(:ticket_article, sender_name: 'Customer', ticket: ticket, created_at: start_time + 1.minute)
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create(:ticket_article, sender_name: 'Agent', ticket: ticket, created_at: start_time + 90.seconds, internal: true)
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create(:ticket_article, sender_name: 'Agent', ticket: ticket, created_at: start_time + 2.minutes)
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# second exchange
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create(:ticket_article, sender_name: 'Customer', ticket: ticket, created_at: start_time + 10.minutes)
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create(:ticket_article, sender_name: 'Agent', ticket: ticket, created_at: start_time + 15.minutes)
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end
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it 'ignores all edge cases and returns only specified average response time' do
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expect(Stats::TicketWaitingTime.calculate_average(ticket.id, start_time)).to eq(3.minutes)
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end
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end
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end
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end
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@ -1,264 +0,0 @@
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require 'test_helper'
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require 'stats/ticket_waiting_time'
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class StatsTicketWaitingTimeTest < ActiveSupport::TestCase
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test 'single ticket' do
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group1 = Group.create!(
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name: 'Group 1',
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active: true,
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email_address: EmailAddress.first,
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created_by_id: 1,
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updated_by_id: 1,
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)
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roles = Role.where(name: 'Agent')
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user1 = User.create!(
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login: 'assets_stats1@example.org',
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firstname: 'assets_stats1',
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lastname: 'assets_stats1',
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email: 'assets_stats1@example.org',
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password: 'some_pass',
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active: true,
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groups: [group1],
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roles: roles,
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created_by_id: 1,
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updated_by_id: 1,
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)
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user2 = User.create!(
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login: 'assets_stats2@example.org',
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firstname: 'assets_stats2',
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lastname: 'assets_stats2',
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email: 'assets_sla2@example.org',
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password: 'some_pass',
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active: true,
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groups: [group1],
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roles: roles,
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created_by_id: 1,
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updated_by_id: 1,
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)
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result = Stats::TicketWaitingTime.generate(user1)
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assert_equal(0, result[:handling_time])
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assert_equal('supergood', result[:state])
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assert_equal(0, result[:average_per_agent])
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assert_equal(0, result[:percent])
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ticket1 = Ticket.create!(
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title: 'com test 1',
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group: group1,
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customer_id: 2,
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state: Ticket::State.lookup(name: 'new'),
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priority: Ticket::Priority.lookup(name: '2 normal'),
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updated_by_id: 1,
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created_by_id: 1,
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)
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# communication 1: waiting time 2 hours (BUT too old yesterday)
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Ticket::Article.create!(
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ticket_id: ticket1.id,
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from: 'a@example.com',
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to: 'a@example.com',
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subject: 'com test 1',
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message_id: 'some@id_com_1',
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body: 'some message 123',
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internal: false,
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sender: Ticket::Article::Sender.find_by(name: 'Customer'),
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type: Ticket::Article::Type.find_by(name: 'email'),
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updated_by_id: 1,
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created_by_id: 1,
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created_at: '2017-04-12 08:00',
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updated_at: '2017-04-12 08:00',
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)
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Ticket::Article.create!(
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ticket_id: ticket1.id,
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from: 'a@example.com',
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to: 'a@example.com',
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subject: 'com test 1',
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message_id: 'some@id_com_1',
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body: 'some message 123',
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internal: false,
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sender: Ticket::Article::Sender.find_by(name: 'Agent'),
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type: Ticket::Article::Type.find_by(name: 'email'),
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updated_by_id: 1,
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created_by_id: 1,
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created_at: '2017-04-12 10:00',
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updated_at: '2017-04-12 10:00',
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)
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# communication 2: waiting time 2 hours
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Ticket::Article.create!(
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ticket_id: ticket1.id,
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from: 'a@example.com',
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to: 'a@example.com',
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subject: 'com test 1',
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message_id: 'some@id_com_1',
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body: 'some message 123',
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internal: false,
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sender: Ticket::Article::Sender.find_by(name: 'Customer'),
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type: Ticket::Article::Type.find_by(name: 'email'),
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updated_by_id: 1,
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created_by_id: 1,
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created_at: '2017-04-13 08:00',
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updated_at: '2017-04-13 08:00',
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)
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Ticket::Article.create!(
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ticket_id: ticket1.id,
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from: 'a@example.com',
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to: 'a@example.com',
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subject: 'com test 1',
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message_id: 'some@id_com_1',
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body: 'some message 123',
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internal: false,
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sender: Ticket::Article::Sender.find_by(name: 'Agent'),
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type: Ticket::Article::Type.find_by(name: 'email'),
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updated_by_id: 1,
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created_by_id: 1,
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created_at: '2017-04-13 10:00',
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updated_at: '2017-04-13 10:00',
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)
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# communication 3: waiting time 4 hours
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Ticket::Article.create!(
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ticket_id: ticket1.id,
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from: 'a@example.com',
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to: 'a@example.com',
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subject: 'com test 1',
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message_id: 'some@id_com_1',
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body: 'some message 123',
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internal: false,
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sender: Ticket::Article::Sender.find_by(name: 'Customer'),
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type: Ticket::Article::Type.find_by(name: 'email'),
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updated_by_id: 1,
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created_by_id: 1,
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created_at: '2017-04-13 11:00',
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updated_at: '2017-04-13 11:00',
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)
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Ticket::Article.create!(
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ticket_id: ticket1.id,
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from: 'a@example.com',
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to: 'a@example.com',
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subject: 'com test 1',
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message_id: 'some@id_com_1',
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body: 'some message 123',
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internal: false,
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sender: Ticket::Article::Sender.find_by(name: 'System'),
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type: Ticket::Article::Type.find_by(name: 'email'),
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updated_by_id: 1,
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created_by_id: 1,
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created_at: '2017-04-13 15:00',
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updated_at: '2017-04-13 15:00',
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)
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# communication 4: INVALID waiting time 1 hour (because internal)
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Ticket::Article.create!(
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ticket_id: ticket1.id,
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from: 'a@example.com',
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to: 'a@example.com',
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subject: 'com test 1',
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message_id: 'some@id_com_1',
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body: 'some message 123',
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internal: true,
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sender: Ticket::Article::Sender.find_by(name: 'Customer'),
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type: Ticket::Article::Type.find_by(name: 'email'),
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updated_by_id: 1,
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created_by_id: 1,
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created_at: '2017-04-13 15:00',
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updated_at: '2017-04-13 15:00',
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)
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Ticket::Article.create!(
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ticket_id: ticket1.id,
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from: 'a@example.com',
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to: 'a@example.com',
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subject: 'com test 1',
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message_id: 'some@id_com_1',
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body: 'some message 123',
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internal: true,
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sender: Ticket::Article::Sender.find_by(name: 'System'),
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type: Ticket::Article::Type.find_by(name: 'email'),
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updated_by_id: 1,
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created_by_id: 1,
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created_at: '2017-04-13 15:10',
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updated_at: '2017-04-13 15:10',
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)
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ticket2 = Ticket.create!(
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title: 'com test 2',
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group: group1,
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customer_id: 2,
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state: Ticket::State.lookup(name: 'new'),
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priority: Ticket::Priority.lookup(name: '2 normal'),
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updated_by_id: 1,
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created_by_id: 1,
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)
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average_time = Stats::TicketWaitingTime.calculate_average([ticket1.id, ticket2.id], '2017-04-13 00:00:00')
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expected_average_time = 60 * 60 * 2 # for communication 2
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expected_average_time += 60 * 60 * 4 # for communication 3
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expected_average_time = expected_average_time / 2 # for average
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travel_to Time.zone.local(2017, 0o4, 13, 23, 0o0, 44)
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assert_equal(expected_average_time, average_time)
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result = Stats::TicketWaitingTime.generate(user1)
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assert_equal(0, result[:handling_time])
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assert_equal('supergood', result[:state])
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assert_equal(180, result[:average_per_agent])
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assert_equal(0.0, result[:percent])
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ticket3 = Ticket.create!(
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title: 'com test 3',
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group: group1,
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customer_id: 2,
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owner: user1,
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state: Ticket::State.lookup(name: 'new'),
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priority: Ticket::Priority.lookup(name: '2 normal'),
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updated_by_id: 1,
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created_by_id: 1,
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)
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# communication 1: waiting time 2 hours (BUT too old yesterday)
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Ticket::Article.create!(
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ticket_id: ticket3.id,
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from: 'a@example.com',
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to: 'a@example.com',
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subject: 'com test 3',
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message_id: 'some@id_com_1',
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body: 'some message 123',
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internal: false,
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sender: Ticket::Article::Sender.find_by(name: 'Customer'),
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type: Ticket::Article::Type.find_by(name: 'email'),
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updated_by_id: 1,
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created_by_id: 1,
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created_at: '2017-04-13 08:00',
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updated_at: '2017-04-13 08:00',
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)
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Ticket::Article.create!(
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ticket_id: ticket3.id,
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from: 'a@example.com',
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to: 'a@example.com',
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subject: 'com test 3',
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message_id: 'some@id_com_1',
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body: 'some message 123',
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internal: false,
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sender: Ticket::Article::Sender.find_by(name: 'Agent'),
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type: Ticket::Article::Type.find_by(name: 'email'),
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updated_by_id: 1,
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created_by_id: 1,
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created_at: '2017-04-13 09:00',
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updated_at: '2017-04-13 09:00',
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)
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result = Stats::TicketWaitingTime.generate(user1)
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assert_equal(60, result[:handling_time])
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assert_equal('supergood', result[:state])
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assert_equal(140, result[:average_per_agent])
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assert_equal(1.0, result[:percent])
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travel_back
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end
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end
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