74 lines
1.9 KiB
Ruby
74 lines
1.9 KiB
Ruby
# Copyright (C) 2012-2021 Zammad Foundation, http://zammad-foundation.org/
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class Stats::TicketResponseTime
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def self.log(object, o_id)
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return if object != 'Ticket'
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ticket = Ticket.lookup(id: o_id)
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article_created_by_id = 3
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# check if response was sent by owner
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return if ticket.owner_id != 1 && ticket.owner_id != article_created_by_id
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# return if customer send at least
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return if ticket.last_contact_customer_at > ticket.last_contact_agent_at
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# TODO: only business hours
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response_time_taken = ticket.last_contact_agent_at - ticket.last_contact_customer_at
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(response_time_taken / 60).round
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end
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def self.generate(user)
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items = StatsStore.where('created_at > ? AND created_at < ?', Time.zone.now - 7.days, Time.zone.now).where(key: 'ticket:response_time')
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total = 0
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count_own = 0
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own = 0
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items.each do |_item|
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ticket = Ticket.lookup(id: data[:ticket_id])
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if ticket.owner_id == user.id
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count_own += 1
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own += data[:time]
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end
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total += data[:time]
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end
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if total.nonzero?
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own = (own / count_own).round
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end
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{
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used_for_average: 0,
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average_per_agent: '-',
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own: own,
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total: total,
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}
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end
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def self.average_state(result, _user_id)
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return result if !result.key?(:used_for_average)
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if result[:total] < 1
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result[:state] = 'supergood'
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return result
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end
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in_percent = (result[:used_for_average].to_f / (result[:total].to_f / 100)).round(1)
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result[:state] = if in_percent >= 90
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'supergood'
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elsif in_percent >= 65
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'good'
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elsif in_percent >= 40
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'ok'
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elsif in_percent >= 20
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'bad'
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else
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'superbad'
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end
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result
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end
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end
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