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Code Issues Packages Projects Releases Wiki Activity

feat: Add report on customer waiting time (#7545)

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This commit is contained in:
Pranav Raj S
2023-07-20 12:01:22 -07:00
committed by GitHub
parent d7566c453d
commit 27419eef66
9 changed files with 81 additions and 82 deletions
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5
app/builders/v2/report_builder.rb
View File

@@ -20,7 +20,7 @@ class V2::ReportBuilder
# For backward compatible with old report
def build
if %w[avg_first_response_time avg_resolution_time].include?(params[:metric])
if %w[avg_first_response_time avg_resolution_time reply_time].include?(params[:metric])
timeseries.each_with_object([]) do |p, arr|
arr << { value: p[1], timestamp: p[0].in_time_zone(@timezone).to_i, count: @grouped_values.count[p[0]] }
end
@@ -38,7 +38,8 @@ class V2::ReportBuilder
outgoing_messages_count: outgoing_messages.count,
avg_first_response_time: avg_first_response_time_summary,
avg_resolution_time: avg_resolution_time_summary,
resolutions_count: resolutions.count
resolutions_count: resolutions.count,
reply_time: reply_time_summary
}
end

17
app/helpers/report_helper.rb
View File

@@ -56,6 +56,13 @@ module ReportHelper
grouped_reporting_events.average(:value)
end
def reply_time
grouped_reporting_events = (get_grouped_values scope.reporting_events.where(name: 'reply_time', account_id: account.id))
return grouped_reporting_events.average(:value_in_business_hours) if params[:business_hours]
grouped_reporting_events.average(:value)
end
def avg_resolution_time
grouped_reporting_events = (get_grouped_values scope.reporting_events.where(name: 'conversation_resolved', account_id: account.id))
return grouped_reporting_events.average(:value_in_business_hours) if params[:business_hours]
@@ -77,6 +84,16 @@ module ReportHelper
avg_rt
end
def reply_time_summary
reporting_events = scope.reporting_events
.where(name: 'reply_time', account_id: account.id, created_at: range)
reply_time = params[:business_hours] ? reporting_events.average(:value_in_business_hours) : reporting_events.average(:value)
return 0 if reply_time.blank?
reply_time
end
def avg_first_response_time_summary
reporting_events = scope.reporting_events
.where(name: 'first_response', account_id: account.id, created_at: range)

4
app/javascript/dashboard/i18n/locale/en/report.json
View File

@@ -34,6 +34,10 @@
"RESOLUTION_COUNT": {
"NAME": "Resolution Count",
"DESC": "( Total )"
},
"REPLY_TIME": {
"NAME": "Customer waiting time",
"TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} conversations)"
}
},
"DATE_RANGE_OPTIONS": {

22
app/javascript/dashboard/mixins/reportMixin.js
View File

@@ -7,19 +7,13 @@ export default {
accountSummary: 'getAccountSummary',
accountReport: 'getAccountReports',
}),
calculateTrend() {
return metric_key => {
if (!this.accountSummary.previous[metric_key]) return 0;
const diff =
this.accountSummary[metric_key] -
this.accountSummary.previous[metric_key];
return Math.round(
(diff / this.accountSummary.previous[metric_key]) * 100
);
};
},
},
methods: {
calculateTrend(key) {
if (!this.accountSummary.previous[key]) return 0;
const diff = this.accountSummary[key] - this.accountSummary.previous[key];
return Math.round((diff / this.accountSummary.previous[key]) * 100);
},
displayMetric(key) {
if (this.isAverageMetricType(key)) {
return formatTime(this.accountSummary[key]);
@@ -39,7 +33,11 @@ export default {
return '';
},
isAverageMetricType(key) {
return ['avg_first_response_time', 'avg_resolution_time'].includes(key);
return [
'avg_first_response_time',
'avg_resolution_time',
'reply_time',
].includes(key);
},
},
};

2
app/javascript/dashboard/routes/dashboard/settings/reports/Index.vue
View File

@@ -35,6 +35,7 @@ const REPORTS_KEYS = {
FIRST_RESPONSE_TIME: 'avg_first_response_time',
RESOLUTION_TIME: 'avg_resolution_time',
RESOLUTION_COUNT: 'resolutions_count',
REPLY_TIME: 'reply_time',
};
export default {
@@ -78,6 +79,7 @@ export default {
'FIRST_RESPONSE_TIME',
'RESOLUTION_TIME',
'RESOLUTION_COUNT',
'REPLY_TIME',
].forEach(async key => {
try {
await this.$store.dispatch('fetchAccountReport', {

2
app/javascript/dashboard/routes/dashboard/settings/reports/ReportContainer.vue
View File

@@ -44,6 +44,7 @@ const REPORTS_KEYS = {
FIRST_RESPONSE_TIME: 'avg_first_response_time',
RESOLUTION_TIME: 'avg_resolution_time',
RESOLUTION_COUNT: 'resolutions_count',
REPLY_TIME: 'reply_time',
};
export default {
@@ -60,6 +61,7 @@ export default {
const reportKeys = [
'CONVERSATIONS',
'FIRST_RESPONSE_TIME',
'REPLY_TIME',
'RESOLUTION_TIME',
'RESOLUTION_COUNT',
'INCOMING_MESSAGES',

2
app/javascript/dashboard/routes/dashboard/settings/reports/components/WootReports.vue
View File

@@ -38,6 +38,7 @@ const REPORTS_KEYS = {
FIRST_RESPONSE_TIME: 'avg_first_response_time',
RESOLUTION_TIME: 'avg_resolution_time',
RESOLUTION_COUNT: 'resolutions_count',
REPLY_TIME: 'reply_time',
};
export default {
@@ -106,6 +107,7 @@ export default {
'FIRST_RESPONSE_TIME',
'RESOLUTION_TIME',
'RESOLUTION_COUNT',
'REPLY_TIME',
].forEach(async key => {
try {
const { from, to, groupBy, businessHours } = this;

106
app/javascript/dashboard/routes/dashboard/settings/reports/constants.js
View File

@@ -151,78 +151,48 @@ export const DEFAULT_CHART = {
},
};
const TIME_CHART_CONFIG = {
datasets: [DEFAULT_BAR_CHART],
scales: {
xAxes: [
{
ticks: {
fontFamily: CHART_FONT_FAMILY,
},
gridLines: {
drawOnChartArea: false,
},
},
],
yAxes: [
{
id: 'y-left',
type: 'linear',
position: 'left',
ticks: {
fontFamily: CHART_FONT_FAMILY,
callback: (value, index, values) => {
if (!index || index === values.length - 1) {
return formatTime(value);
}
return '';
},
},
gridLines: {
drawOnChartArea: false,
},
},
],
},
};
export const METRIC_CHART = {
conversations_count: DEFAULT_CHART,
incoming_messages_count: DEFAULT_CHART,
outgoing_messages_count: DEFAULT_CHART,
avg_first_response_time: {
datasets: [DEFAULT_BAR_CHART],
scales: {
xAxes: [
{
ticks: {
fontFamily: CHART_FONT_FAMILY,
},
gridLines: {
drawOnChartArea: false,
},
},
],
yAxes: [
{
id: 'y-left',
type: 'linear',
position: 'left',
ticks: {
fontFamily: CHART_FONT_FAMILY,
callback: (value, index, values) => {
if (!index || index === values.length - 1) {
return formatTime(value);
}
return '';
},
},
gridLines: {
drawOnChartArea: false,
},
},
],
},
},
avg_resolution_time: {
datasets: [DEFAULT_BAR_CHART],
scales: {
xAxes: [
{
ticks: {
fontFamily: CHART_FONT_FAMILY,
},
gridLines: {
drawOnChartArea: false,
},
},
],
yAxes: [
{
id: 'y-left',
type: 'linear',
position: 'left',
ticks: {
fontFamily: CHART_FONT_FAMILY,
callback: (value, index, values) => {
if (!index || index === values.length - 1) {
return formatTime(value);
}
return '';
},
},
gridLines: {
drawOnChartArea: false,
},
},
],
},
},
avg_first_response_time: TIME_CHART_CONFIG,
reply_time: TIME_CHART_CONFIG,
avg_resolution_time: TIME_CHART_CONFIG,
resolutions_count: DEFAULT_CHART,
};

3
app/javascript/dashboard/store/modules/reports.js
View File

@@ -19,6 +19,7 @@ const state = {
avg_first_response_time: false,
avg_resolution_time: false,
resolutions_count: false,
reply_time: false,
},
data: {
conversations_count: [],
@@ -27,6 +28,7 @@ const state = {
avg_first_response_time: [],
avg_resolution_time: [],
resolutions_count: [],
reply_time: [],
},
},
accountSummary: {
@@ -35,6 +37,7 @@ const state = {
conversations_count: 0,
incoming_messages_count: 0,
outgoing_messages_count: 0,
reply_time: 0,
resolutions_count: 0,
previous: {},
},