83 lines
2.5 KiB
Ruby
83 lines
2.5 KiB
Ruby
# Copyright (C) 2012-2021 Zammad Foundation, http://zammad-foundation.org/
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class Stats::TicketWaitingTime
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def self.generate(user)
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# get users groups
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group_ids = user.group_ids_access('full')
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own_waiting = []
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all_waiting = []
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Ticket.where('group_id IN (?) AND updated_at > ?', group_ids.sort, Time.zone.today).limit(20_000).pluck(:id, :owner_id).each do |ticket|
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all_waiting.push ticket[0]
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if ticket[1] == user.id
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own_waiting.push ticket[0]
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end
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end
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handling_time = calculate_average(own_waiting, Time.zone.today)
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if handling_time.positive?
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handling_time = (handling_time / 60).round
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end
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average_per_agent = calculate_average(all_waiting, Time.zone.today)
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if average_per_agent.positive?
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average_per_agent = (average_per_agent / 60).round
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end
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percent = 0
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state = if handling_time <= 60
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percent = handling_time.to_f / 60
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'supergood'
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elsif handling_time <= 60 * 4
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percent = (handling_time.to_f - 60) / (60 * 3)
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'good'
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elsif handling_time <= 60 * 8
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percent = (handling_time.to_f - (60 * 4)) / (60 * 4)
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'ok'
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else
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percent = 1.00
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'bad'
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end
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{
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handling_time: handling_time,
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average_per_agent: average_per_agent,
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state: state,
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percent: percent,
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}
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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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def self.calculate_average(ticket_ids, start_time)
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average_time = 0
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count_articles = 0
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last_ticket_id = nil
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count_time = nil
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Ticket::Article.joins(:type).joins(:sender).where('ticket_articles.ticket_id IN (?) AND ticket_articles.created_at > ? AND ticket_articles.internal = ? AND ticket_article_types.communication = ?', ticket_ids, start_time, false, true).order(:ticket_id, :created_at).pluck(:created_at, :sender_id, :ticket_id, :id).each do |article|
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if last_ticket_id != article[2]
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last_ticket_id = article[2]
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count_time = 0
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end
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sender = Ticket::Article::Sender.lookup(id: article[1])
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if sender.name == 'Customer'
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count_time = article[0].to_i
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elsif count_time.positive?
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average_time += article[0].to_i - count_time
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count_articles += 1
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count_time = 0
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end
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end
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if count_articles.positive?
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average_time /= count_articles
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end
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average_time
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end
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end
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