diff --git a/app/assets/javascripts/app/controllers/_dashboard/stats.js.coffee b/app/assets/javascripts/app/controllers/_dashboard/stats.js.coffee new file mode 100644 index 000000000..2d6f1580c --- /dev/null +++ b/app/assets/javascripts/app/controllers/_dashboard/stats.js.coffee @@ -0,0 +1,106 @@ +class App.DashboardStats extends App.Controller + constructor: -> + super + + stats_store = App.StatsStore.first() + if stats_store + @render(stats_store.data) + else + @render() + + # bind to rebuild view event + @bind('dashboard_stats_rebuild', @render) + + render: (data = {}) -> + if !data.StatsTicketWaitingTime + data.StatsTicketWaitingTime = + handling_time: 0 + average: 0 + if !data.StatsTicketEscalation + data.StatsTicketEscalation = + state: 'supergood' + own: 0 + total: 0 + if !data.StatsTicketChannelDistribution + data.StatsTicketChannelDistribution = + channels: + 1: + inbound: 0 + outbound: 0 + inbound_in_percent: 0 + outbound_in_percent: 0 + 2: + inbound: 0 + outbound: 0 + inbound_in_percent: 0 + outbound_in_percent: 0 + 3: + inbound: 0 + outbound: 0 + inbound_in_percent: 0 + outbound_in_percent: 0 + if !data.StatsTicketLoadMeasure + data.StatsTicketLoadMeasure = + state: 'supergood' + percent: 0 + own: 0 + total: 0 + average: 0 + if !data.StatsTicketInProcess + data.StatsTicketInProcess = + state: 'supergood' + percent: 0 + average_percent: 0 + if !data.StatsTicketReopen + data.StatsTicketReopen = + state: 'supergood' + percent: 0 + average_percent: 0 + + @html App.view('dashboard/stats')(data) + + if data.StatsTicketWaitingTime + @renderWidgetClockFace data.StatsTicketWaitingTime.handling_time + + renderWidgetClockFace: (time) => + canvas = @el.find 'canvas' + ctx = canvas.get(0).getContext '2d' + radius = 26 + + @el.find('.time.stat-widget .stat-amount').text time + + canvas.attr 'width', 2 * radius + canvas.attr 'height', 2 * radius + + time = 60 if time > 60 + + handlingTimeColors = + 5: '#38AE6A' # supergood + 10: '#A9AC41' # good + 15: '#FAAB00' # ok + 20: '#F6820B' # bad + 25: '#F35910' # superbad + + for handlingTime, timeColor of handlingTimeColors + if time <= handlingTime + backgroundColor = timeColor + break + + # 30% background + ctx.globalAlpha = 0.3 + ctx.fillStyle = backgroundColor + ctx.beginPath() + ctx.arc radius, radius, radius, 0, Math.PI * 2, true + ctx.closePath() + ctx.fill() + + # 100% pie piece + ctx.globalAlpha = 1 + + ctx.beginPath() + ctx.moveTo radius, radius + arcsector = Math.PI * 2 * time/60 + ctx.arc radius, radius, radius, -Math.PI/2, arcsector - Math.PI/2, false + ctx.lineTo radius, radius + ctx.closePath() + ctx.fill() diff --git a/app/assets/javascripts/app/controllers/dashboard.js.coffee b/app/assets/javascripts/app/controllers/dashboard.js.coffee index bd4d4359d..0ec7c24a2 100644 --- a/app/assets/javascripts/app/controllers/dashboard.js.coffee +++ b/app/assets/javascripts/app/controllers/dashboard.js.coffee @@ -7,7 +7,7 @@ class App.Dashboard extends App.Controller super if @isRole('Customer') - @navigate '#' + @navigate '#', true return # render page @@ -25,62 +25,21 @@ class App.Dashboard extends App.Controller isAdmin: @isRole('Admin') ) + new App.DashboardStats( + el: @$('.stat-widgets') + ) + new App.DashboardActivityStream( el: @$('.sidebar') limit: 25 ) - @renderWidgetClockFace 25 - clues: (e) => e.preventDefault() new App.FirstStepsClues( el: @el ) - renderWidgetClockFace: (time) => - canvas = @el.find 'canvas' - ctx = canvas.get(0).getContext '2d' - radius = 26 - - @el.find('.time.stat-widget .stat-amount').text time - - canvas.attr 'width', 2 * radius - canvas.attr 'height', 2 * radius - - time = 60 if time > 60 - - handlingTimeColors = - 5: '#38AE6A' # supergood - 10: '#A9AC41' # good - 15: '#FAAB00' # ok - 20: '#F6820B' # bad - 25: '#F35910' # superbad - - for handlingTime, timeColor of handlingTimeColors - if time <= handlingTime - backgroundColor = timeColor - break - - # 30% background - ctx.globalAlpha = 0.3 - ctx.fillStyle = backgroundColor - ctx.beginPath() - ctx.arc radius, radius, radius, 0, Math.PI * 2, true - ctx.closePath() - ctx.fill() - - # 100% pie piece - ctx.globalAlpha = 1 - - ctx.beginPath() - ctx.moveTo radius, radius - arcsector = Math.PI * 2 * time/60 - ctx.arc radius, radius, radius, -Math.PI/2, arcsector - Math.PI/2, false - ctx.lineTo radius, radius - ctx.closePath() - ctx.fill() - active: (state) => @activeState = state diff --git a/app/assets/javascripts/app/views/dashboard.jst.eco b/app/assets/javascripts/app/views/dashboard.jst.eco index d174faa93..4ed8ba43f 100644 --- a/app/assets/javascripts/app/views/dashboard.jst.eco +++ b/app/assets/javascripts/app/views/dashboard.jst.eco @@ -33,117 +33,7 @@ -
-
-
-

∅ Waiting time today

-
-
- - -
-
-
-
My handling time: 25 minutes
-
Average: 13%
-
-
-
-
-

Mood

-
- -
-
3% of my tickets escalated.
-
Average: 17%
-
-
-
-
-

Channel Distribution

-
- -
- -
-
-
-
-
26%
-
-
- -
-
-
-
-
24%
-
- - -
-
-
-
-
-

Status

-
-
- - - - - - -
- -
-
Tickets of my Group: 78 of 234
-
Average: 22%
-
-
-
-
-

Tickets in process

-
- -
-
74% are currently in process
-
Average: 62%
-
-
-
-
-

Reopening rate

-
- -
-
7% are being reopened
-
Average: 6%
-
-
-
+
diff --git a/app/assets/javascripts/app/views/dashboard/stats.jst.eco b/app/assets/javascripts/app/views/dashboard/stats.jst.eco new file mode 100644 index 000000000..e925a6ab9 --- /dev/null +++ b/app/assets/javascripts/app/views/dashboard/stats.jst.eco @@ -0,0 +1,77 @@ +
+
+

<%- @T('∅ Waiting time today') %>

+
+
+ <%- @Icon('stopwatch', 'stat-icon stopwatch-icon') %> + +
+
+
+
<%- @T('My handling time: %s minutes', @StatsTicketWaitingTime.handling_time) %>
+
<%- @T('Average: %s minutes', @StatsTicketWaitingTime.average) %>
+
+
+
+
+

<%- @T('Mood') %>

+
+ <%- @Icon("mood-#{@StatsTicketEscalation.state}", 'stat-icon mood-icon') %> +
+
<%- @StatsTicketEscalation.own %> of my tickets escalated.
+
<%- @T('Total: %s', @StatsTicketEscalation.total) %>
+
+
+
+
+

<%- @T('Channel Distribution') %>

+
+ <% for channel_name, channel of @StatsTicketChannelDistribution.channels: %> + + <% end %> +
+
+
+
+
+

<%- @T('Assigned') %>

+
+
+ <% stack_counter = parseInt(@StatsTicketLoadMeasure.percent*0.16) %> + <% for count in [1..stack_counter]: %> + <%- @Icon('one-ticket', "one-ticket state-color #{@StatsTicketLoadMeasure.state}-state") %> + <% end %> +
+ <%- @Icon('total-tickets', 'total-tickets') %> +
+
<%- @T('Tickets assigned to me: %s of %s', @StatsTicketLoadMeasure.own, @StatsTicketLoadMeasure.total) %>
+
<%- @T('Average: %s', @StatsTicketLoadMeasure.average) %>
+
+
+
+
+

<%- @T('Tickets in process') %>

+
+ <%- @Icon('in-process', "in-process-icon state-color #{@StatsTicketInProcess.state}-state") %> +
+
<%- @T('%s% are currently in process', @StatsTicketInProcess.percent) %>
+
<%- @T('Average: %s%', @StatsTicketInProcess.average_percent) %>
+
+
+
+
+

<%- @T('Reopening rate') %>

+
+ <%- @Icon('reopening', "reopening-icon state-color #{@StatsTicketReopen.state}-state") %> +
+
<%- @T('%s% are being reopened', @StatsTicketReopen.percent) %>
+
<%- @T('Average: %s%', @StatsTicketReopen.average_percent) %>
+
+
\ No newline at end of file diff --git a/app/models/stats_store.rb b/app/models/stats_store.rb new file mode 100644 index 000000000..af459f58e --- /dev/null +++ b/app/models/stats_store.rb @@ -0,0 +1,134 @@ +# Copyright (C) 2012-2014 Zammad Foundation, http://zammad-foundation.org/ + +class StatsStore < ApplicationModel + store :data + +=begin + + count = StatsStore.count_by_search( + object: 'User', + o_id: ticket.owner_id, + key: 'ticket:reopen', + start: Time.zone.now - 7.days, + end: Time.zone.now, + ) + +=end + + def self.count_by_search(data) + + # lookups + if data[:object] + object_id = ObjectLookup.by_name( data[:object] ) + end + + StatsStore.where(stats_store_object_id: object_id, o_id: data[:o_id], key: data[:key]) + .where('created_at < ? AND created_at > ?', data[:start], data[:end]).count + end + +=begin + + item = StatsStore.search( + object: 'User', + o_id: current_user.id, + key: 'dashboard', + ) + +=end + + def self.search(data) + + # lookups + if data[:object] + data[:stats_store_object_id] = ObjectLookup.by_name( data[:object] ) + data.delete(:object) + end + + find_by(data) + end + +=begin + + item = StatsStore.snyc( + object: 'User', + o_id: current_user.id, + key: 'dashboard', + data: {some data}, + ) + +=end + + def self.sync(params) + + data = params[:data] + params.delete(:data) + + item = search(params) + + if item + item.data = data + item.save + return true + end + + # lookups + if data[:object] + data[:stats_store_object_id] = ObjectLookup.by_name( data[:object] ) + data.delete(:object) + end + + params[:data] = data + params[:created_by_id] = 1 + create(params) + end + +=begin + + StatsStore.add( + object: 'User', + o_id: ticket.owner_id, + key: 'ticket:reopen', + data: { ticket_id: ticket.id }, + created_at: Time.zone.now, + ) + +=end + + def self.add(data) + + # lookups + if data[:object] + object_id = ObjectLookup.by_name( data[:object] ) + end + + # create history + record = { + stats_store_object_id: object_id, + o_id: data[:o_id], + key: data[:key], + data: data[:data], + created_at: data[:created_at], + created_by_id: data[:created_by_id], + } + + StatsStore.create(record) + end + +=begin + +cleanup old stats store + + StatsStore.cleanup + +optional you can parse the max oldest stats store entries + + StatsStore.cleanup(3.months) + +=end + + def self.cleanup(diff = 3.months) + StatsStore.where('created_at < ?', Time.zone.now - diff).delete_all + true + end + +end diff --git a/db/migrate/20150960000001_update_settings3.rb b/db/migrate/20150906000001_update_settings3.rb similarity index 100% rename from db/migrate/20150960000001_update_settings3.rb rename to db/migrate/20150906000001_update_settings3.rb diff --git a/db/migrate/20150967000001_create_stats_store.rb b/db/migrate/20150967000001_create_stats_store.rb new file mode 100644 index 000000000..a8bcad43b --- /dev/null +++ b/db/migrate/20150967000001_create_stats_store.rb @@ -0,0 +1,43 @@ +class CreateStatsStore < ActiveRecord::Migration + def up + create_table :stats_stores do |t| + t.references :stats_store_object, null: false + t.integer :o_id, null: false + t.string :key, limit: 250, null: true + t.integer :related_o_id, null: true + t.integer :related_stats_store_object_id, null: true + t.string :data, limit: 2500, null: true + t.integer :created_by_id, null: false + t.timestamps + end + add_index :stats_stores, [:o_id] + add_index :stats_stores, [:key] + add_index :stats_stores, [:stats_store_object_id] + add_index :stats_stores, [:created_by_id] + add_index :stats_stores, [:created_at] + + + Scheduler.create_or_update( + name: 'Generate user based stats.', + method: 'Stats.generate', + period: 11.minutes, + prio: 2, + active: true, + updated_by_id: 1, + created_by_id: 1, + ) + Scheduler.create_or_update( + name: 'Delete old stats store entries.', + method: 'StatsStore.cleanup', + period: 31.days, + prio: 2, + active: true, + updated_by_id: 1, + created_by_id: 1, + ) + end + + def down + drop_table :stats_stores + end +end diff --git a/lib/stats.rb b/lib/stats.rb new file mode 100644 index 000000000..72221517c --- /dev/null +++ b/lib/stats.rb @@ -0,0 +1,45 @@ +# Copyright (C) 2012-2013 Zammad Foundation, http://zammad-foundation.org/ + +require 'stats_store' + +class Stats + +=begin + +generate stats for user + + Stats.generate + +returns + + result = true # if generation was successfully + +=end + + def self.generate + + backends = [ + Stats::TicketChannelDistribution, + Stats::TicketInProcess, + Stats::TicketLoadMeasure, + Stats::TicketEscalation, + Stats::TicketReopen, + ] + + users = User.of_role('Agent') + users.each {|user| + data = {} + backends.each {|backend| + data[backend.to_app_model] = backend.generate(user) + } + StatsStore.sync( + object: 'User', + o_id: user.id, + key: 'dashboard', + data: data, + ) + } + true + end + +end diff --git a/lib/stats/ticket_channel_distribution.rb b/lib/stats/ticket_channel_distribution.rb new file mode 100644 index 000000000..8f6b2ebcd --- /dev/null +++ b/lib/stats/ticket_channel_distribution.rb @@ -0,0 +1,89 @@ +# Copyright (C) 2012-2013 Zammad Foundation, http://zammad-foundation.org/ + +class Stats::TicketChannelDistribution + + def self.generate(user) + + # which time range? + time_range = 7.days + + # get users groups + group_ids = user.groups.map(&:id) + + # get channels + channels = [ + { + sender: 'email', + icon: 'email', + }, + { + sender: 'phone', + icon: 'phone', + }, + { + sender: 'twitter', + icon: 'twitter', + }, + { + sender: 'facebook', + icon: 'facebook', + }, + ] + + # calcualte + result = {} + total_in = 0 + total_out = 0 + channels.each {|channel| + result[channel[:sender].to_sym] = { + icon: channel[:icon] + } + type_ids = [] + Ticket::Article::Type.all.each {|type| + next if type.name !~ /^#{channel[:sender]}/i + type_ids.push type.id + } + + sender = Ticket::Article::Sender.lookup( name: 'Customer' ) + count = Ticket.where(group_id: group_ids).joins(:articles).where( + ticket_articles: { sender_id: sender, type_id: type_ids } + ).where( + 'ticket_articles.created_at > ?', Time.zone.now - time_range + ).count + result[channel[:sender].to_sym][:inbound] = count + total_in += count + + sender = Ticket::Article::Sender.lookup( name: 'Agent' ) + count = Ticket.where(group_id: group_ids).joins(:articles).where( + ticket_articles: { sender_id: sender, type_id: type_ids } + ).where( + 'ticket_articles.created_at > ?', Time.zone.now - time_range + ).count + result[channel[:sender].to_sym][:outbound] = count + total_out += count + } + + # append in percent + channels.each {|channel| + count = result[channel[:sender].to_sym][:inbound] + #puts "#{channel.inspect}:in/#{result.inspect}:#{count}" + if count == 0 + in_process_precent = 0 + else + in_process_precent = (count * 1000) / ((total_in * 1000) / 100) + end + result[channel[:sender].to_sym][:inbound_in_percent] = in_process_precent + + count = result[channel[:sender].to_sym][:outbound] + if count == 0 + out_process_precent = 0 + else + out_process_precent = (count * 1000) / ((total_out * 1000) / 100) + end + result[channel[:sender].to_sym][:outbound_in_percent] = out_process_precent + } + + { channels: result } + end + +end diff --git a/lib/stats/ticket_escalation.rb b/lib/stats/ticket_escalation.rb new file mode 100644 index 000000000..77a633df0 --- /dev/null +++ b/lib/stats/ticket_escalation.rb @@ -0,0 +1,48 @@ +# Copyright (C) 2012-2013 Zammad Foundation, http://zammad-foundation.org/ + +class Stats::TicketEscalation + + def self.generate(user) + + # get users groups + group_ids = user.groups.map(&:id) + + # owned tickets + own_escalated = Ticket.where( + owner_id: user.id, + group_id: group_ids, + escalation_time: Time.zone.now, + state_id: Ticket::State.by_category('open').map(&:id) + ).count + + # all tickets + all_escalated = Ticket.where( + owner_id: user.id, + group_id: group_ids, + escalation_time: Time.zone.now, + state_id: Ticket::State.by_category('open').map(&:id) + ).count + + average = '-' + state = 'supergood' + # if in_process_precent > 80 + # state = 'supergood' + # elsif in_process_precent > 60 + # state = 'good' + # elsif in_process_precent > 40 + # state = 'ok' + # elsif in_process_precent > 20 + # state = 'bad' + # elsif in_process_precent > 5 + # state = 'superbad' + # end + + { + average: average, + state: state, + own: own_escalated, + total: all_escalated, + } + end + +end diff --git a/lib/stats/ticket_in_process.rb b/lib/stats/ticket_in_process.rb new file mode 100644 index 000000000..ad9348a01 --- /dev/null +++ b/lib/stats/ticket_in_process.rb @@ -0,0 +1,45 @@ +# Copyright (C) 2012-2013 Zammad Foundation, http://zammad-foundation.org/ + +class Stats::TicketInProcess + + def self.generate(user) + + # get history entries of tickets worked on today + history_object = History::Object.lookup(name: 'Ticket') + + own_ticket_ids = Ticket.select('id').where(owner_id: user.id).map(&:id) + + count = History.select('DISTINCT(o_id)').where( + 'histories.created_at >= ? AND histories.history_object_id = ? AND histories.created_by_id = ? AND histories.o_id IN (?)', Time.zone.now - 1.day, history_object.id, user.id, own_ticket_ids + ).count + + total = own_ticket_ids.count + in_process_precent = 0 + state = 'supergood' + average_in_percent = '-' + + if count != 0 && total != 0 + in_process_precent = (count * 1000) / ((total * 1000) / 100) + if in_process_precent > 80 + state = 'supergood' + elsif in_process_precent > 60 + state = 'good' + elsif in_process_precent > 40 + state = 'ok' + elsif in_process_precent > 20 + state = 'bad' + elsif in_process_precent > 5 + state = 'superbad' + end + end + + { + state: state, + in_process: count, + percent: in_process_precent, + average_percent: average_in_percent, + total: total, + } + end + +end diff --git a/lib/stats/ticket_load_measure.rb b/lib/stats/ticket_load_measure.rb new file mode 100644 index 000000000..c26a9bac8 --- /dev/null +++ b/lib/stats/ticket_load_measure.rb @@ -0,0 +1,41 @@ +# Copyright (C) 2012-2013 Zammad Foundation, http://zammad-foundation.org/ + +class Stats::TicketLoadMeasure + + def self.generate(user) + + # owned tickets + count = Ticket.where(owner_id: user.id).count + + # get total open + total = Ticket.where(group_id: user.groups.map(&:id), state_id: Ticket::State.by_category('open').map(&:id) ).count + + average = '-' + state = 'good' + # if in_process_precent > 80 + # state = 'supergood' + # elsif in_process_precent > 60 + # state = 'good' + # elsif in_process_precent > 40 + # state = 'ok' + # elsif in_process_precent > 20 + # state = 'bad' + # elsif in_process_precent > 5 + # state = 'superbad' + # end + + if count > total + total = count + end + load_measure_precent = (count * 1000) / ((total * 1000) / 100) + + { + average: average, + percent: load_measure_precent, + state: state, + own: count, + total: total, + } + end + +end diff --git a/lib/stats/ticket_reopen.rb b/lib/stats/ticket_reopen.rb new file mode 100644 index 000000000..1690e7b81 --- /dev/null +++ b/lib/stats/ticket_reopen.rb @@ -0,0 +1,51 @@ +# Copyright (C) 2012-2013 Zammad Foundation, http://zammad-foundation.org/ + +class Stats::TicketReopen + + def self.generate(user) + count = StatsStore.count_by_search( + object: 'User', + o_id: user.id, + key: 'ticket:reopen', + start: Time.zone.now - 7.days, + end: Time.zone.now, + ) + { + state: 'good', + own: count, + total: 0, + percent: 0, + average_percent: '-', + } + end + + def self.log(object, o_id, changes, updated_by_id) + return if object != 'Ticket' + ticket = Ticket.lookup(id: o_id) + + # check if close_time is already set / if not, ticket is not reopend + return if !ticket.close_time + + return if !changes['state_id'] + return if ticket.owner_id == 1 + + state_before = Ticket::State.lookup(id: changes['state_id'][0]) + state_type_before = Ticket::StateType.lookup(id: state_before.state_type_id) + return if state_type_before.name != 'closed' + + state_now = Ticket::State.lookup(id: changes['state_id'][1]) + state_type_now = Ticket::StateType.lookup(id: state_now.state_type_id) + return if state_type_now.name == 'closed' + + StatsStore.add( + object: 'User', + o_id: ticket.owner_id, + key: 'ticket:reopen', + data: { ticket_id: ticket.id }, + created_at: Time.zone.now, + created_by_id: updated_by_id, + updated_by_id: updated_by_id, + ) + end + +end diff --git a/lib/stats/ticket_response_time.rb b/lib/stats/ticket_response_time.rb new file mode 100644 index 000000000..daf3cdc35 --- /dev/null +++ b/lib/stats/ticket_response_time.rb @@ -0,0 +1,44 @@ +# Copyright (C) 2012-2013 Zammad Foundation, http://zammad-foundation.org/ + +class Stats::TicketResponseTime + + def self.log(object, o_id) + return if object != 'Ticket' + + ticket = Ticket.lookup(id: o_id) + + article_created_by_id = 3 + + # check if response was sent by owner + return if ticket.owner_id != 1 && ticket.owner_id != article_created_by_id + + # return if customer send at least + return if ticket.last_contact_customer > ticket.last_contact_agent + + # TODO: only business hours + response_time_taken = ticket.last_contact_agent - ticket.last_contact_customer + + (response_time_taken / 60).round + 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') + count_total = items.count + total = 0 + count_own = 0 + own = 0 + items.each {|_item| + ticket = Ticket.lookup(id: data[:ticket_id]) + if ticket.owner_id == user.id + count_own += 1 + own += data[:time] + end + total += data[:time] + } + { + own: (own / count_own).round, + total: (total / count_total).round, + } + end + +end