141 lines
3.4 KiB
Ruby
141 lines
3.4 KiB
Ruby
# Copyright (C) 2012-2021 Zammad Foundation, http://zammad-foundation.org/
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class Stats::TicketChannelDistribution
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def self.generate(user)
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# which time range?
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time_range = 7.days
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# get users groups
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group_ids = user.group_ids_access('full')
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# set default channels
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channels = [
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{
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sender: 'email',
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icon: 'email',
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},
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{
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sender: 'phone',
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icon: 'phone',
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},
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]
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if Setting.get('customer_ticket_create')
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channels.push(
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{
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sender: 'web',
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icon: 'web',
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}
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)
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end
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if Setting.get('chat')
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channels.push(
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{
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sender: 'chat',
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icon: 'chat',
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}
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)
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end
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if Channel.exists?(area: 'Sms::Account')
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channels.push(
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{
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sender: 'sms',
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icon: 'sms',
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}
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)
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end
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if Channel.exists?(area: 'Twitter::Account')
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channels.push(
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{
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sender: 'twitter',
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icon: 'twitter',
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}
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)
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end
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if Channel.exists?(area: 'Facebook::Account')
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channels.push(
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{
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sender: 'facebook',
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icon: 'facebook',
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}
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)
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end
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if Channel.exists?(area: 'Telegram::Account')
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channels.push(
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{
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sender: 'telegram',
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icon: 'telegram',
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}
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)
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end
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# calculate
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result = {}
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total_in = 0
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total_out = 0
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channels.each do |channel|
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result[channel[:sender].to_sym] = {
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icon: channel[:icon]
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}
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type_ids = []
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Ticket::Article::Type.all.each do |type|
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next if !type.name.match?(%r{^#{channel[:sender]}}i)
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type_ids.push type.id
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end
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sender = Ticket::Article::Sender.lookup(name: 'Customer')
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count = Ticket.where(group_id: group_ids).joins(:articles).where(
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ticket_articles: { sender_id: sender, type_id: type_ids }
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).where(
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'ticket_articles.created_at > ?', Time.zone.now - time_range
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).count
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result[channel[:sender].to_sym][:inbound] = count
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total_in += count
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sender = Ticket::Article::Sender.lookup(name: 'Agent')
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count = Ticket.where(group_id: group_ids).joins(:articles).where(
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ticket_articles: { sender_id: sender, type_id: type_ids }
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).where(
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'ticket_articles.created_at > ?', Time.zone.now - time_range
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).count
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result[channel[:sender].to_sym][:outbound] = count
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total_out += count
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end
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# append in percent
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channels.each do |channel| # rubocop:disable Style/CombinableLoops
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count = result[channel[:sender].to_sym][:inbound]
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# puts "#{channel.inspect}:in/#{result.inspect}:#{count}"
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in_process_precent = if count.zero?
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0
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else
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(count * 1000) / ((total_in * 1000) / 100)
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end
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result[channel[:sender].to_sym][:inbound_in_percent] = in_process_precent
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count = result[channel[:sender].to_sym][:outbound]
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out_process_precent = if count.zero?
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0
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else
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(count * 1000) / ((total_out * 1000) / 100)
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end
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result[channel[:sender].to_sym][:outbound_in_percent] = out_process_precent
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end
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{ channels: result }
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end
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def self.average_state(result, _user_id)
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result
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end
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end
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