feat: Add SLA metrics API (#9132)

config/routes.rb

@@ -144,6 +144,11 @@ Rails.application.routes.draw do
               get :download
             end
           end
+          resources :applied_slas, only: [:index] do
+            collection do
+              get :metrics
+            end
+          end
           resources :custom_attribute_definitions, only: [:index, :show, :create, :update, :destroy]
           resources :custom_filters, only: [:index, :show, :create, :update, :destroy]
           resources :inboxes, only: [:index, :show, :create, :update, :destroy] do

enterprise/app/controllers/api/v1/accounts/applied_slas_controller.rb

@@ -0,0 +1,58 @@
+class Api::V1::Accounts::AppliedSlasController < Api::V1::Accounts::EnterpriseAccountsController
+  include Sift
+  include DateRangeHelper
+
+  RESULTS_PER_PAGE = 25
+
+  before_action :set_applied_slas, only: [:index, :metrics]
+  before_action :set_current_page, only: [:index]
+  before_action :paginate_slas, only: [:index]
+  before_action :check_admin_authorization?
+
+  sort_on :created_at, type: :datetime
+
+  def index; end
+
+  def metrics
+    @total_applied_slas = total_applied_slas
+    @number_of_sla_breaches = number_of_sla_breaches
+    @hit_rate = hit_rate
+  end
+
+  private
+
+  def total_applied_slas
+    @total_applied_slas ||= @applied_slas.count
+  end
+
+  def number_of_sla_breaches
+    @number_of_sla_breaches ||= @applied_slas.missed.count
+  end
+
+  def hit_rate
+    number_of_sla_breaches.zero? ? '100%' : "#{hit_rate_percentage}%"
+  end
+
+  def hit_rate_percentage
+    ((total_applied_slas - number_of_sla_breaches) / total_applied_slas.to_f * 100).round(2)
+  end
+
+  def set_applied_slas
+    initial_query = Current.account.applied_slas.includes(:conversation)
+    @applied_slas = initial_query
+                    .filter_by_date_range(range)
+                    .filter_by_inbox_id(params[:inbox_id])
+                    .filter_by_team_id(params[:team_id])
+                    .filter_by_sla_policy_id(params[:sla_policy_id])
+                    .filter_by_label_list(params[:label_list])
+                    .filter_by_assigned_agent_id(params[:assigned_agent_id])
+  end
+
+  def paginate_slas
+    @applied_slas = @applied_slas.page(@current_page).per(RESULTS_PER_PAGE)
+  end
+
+  def set_current_page
+    @current_page = params[:page] || 1
+  end
+end

enterprise/app/models/applied_sla.rb

@@ -29,6 +29,17 @@ class AppliedSla < ApplicationRecord
 
   enum sla_status: { active: 0, hit: 1, missed: 2 }
 
+  scope :filter_by_date_range, ->(range) { where(created_at: range) if range.present? }
+  scope :filter_by_inbox_id, ->(inbox_id) { where(inbox_id: inbox_id) if inbox_id.present? }
+  scope :filter_by_team_id, ->(team_id) { where(team_id: team_id) if team_id.present? }
+  scope :filter_by_sla_policy_id, ->(sla_policy_id) { where(sla_policy_id: sla_policy_id) if sla_policy_id.present? }
+  scope :filter_by_label_list, ->(label_list) { joins(:conversation).where(conversations: { cached_label_list: label_list }) if label_list.present? }
+  scope :filter_by_assigned_agent_id, lambda { |assigned_agent_id|
+                                        if assigned_agent_id.present?
+                                          joins(:conversation).where(conversations: { assigned_agent_id: assigned_agent_id })
+                                        end
+                                      }
+  scope :missed, -> { where(sla_status: :missed) }
   private
 
   def ensure_account_id

enterprise/app/views/api/v1/accounts/applied_slas/index.json.jbuilder

@@ -0,0 +1,14 @@
+json.array! @applied_slas do |applied_sla|
+  json.id applied_sla.id
+  json.sla_policy_id applied_sla.sla_policy_id
+  json.conversation_id applied_sla.conversation_id
+  json.sla_status applied_sla.sla_status
+  json.created_at applied_sla.created_at
+  json.updated_at applied_sla.updated_at
+  json.conversation do
+    json.partial! 'api/v1/models/conversation', conversation: applied_sla.conversation
+  end
+  json.sla_events applied_sla.sla_events do |sla_event|
+    json.partial! 'api/v1/models/sla_event', formats: [:json], sla_event: sla_event
+  end
+end

enterprise/app/views/api/v1/accounts/applied_slas/metrics.json.jbuilder

@@ -0,0 +1,3 @@
+json.total_applied_slas @total_applied_slas
+json.number_of_sla_breaches @number_of_sla_breaches
+json.hit_rate @hit_rate

enterprise/app/views/api/v1/models/_sla_event.json.jbuilder

@@ -0,0 +1,5 @@
+json.id sla_event.id
+json.event_type sla_event.event_type
+json.meta sla_event.meta
+json.updated_at sla_event.updated_at.to_i
+json.created_at sla_event.created_at.to_i

spec/enterprise/controllers/api/v1/accounts/applied_slas_controller_spec.rb

@@ -0,0 +1,188 @@
+require 'rails_helper'
+
+RSpec.describe 'Applied SLAs API', type: :request do
+  let(:account) { create(:account) }
+  let(:administrator) { create(:user, account: account, role: :administrator) }
+  let(:agent1) { create(:user, account: account, role: :agent) }
+  let(:agent2) { create(:user, account: account, role: :agent) }
+  let(:conversation1) { create(:conversation, account: account, assignee: agent1) }
+  let(:conversation2) { create(:conversation, account: account, assignee: agent2) }
+  let(:conversation3) { create(:conversation, account: account, assignee: agent2) }
+  let(:sla_policy1) { create(:sla_policy, account: account) }
+  let(:sla_policy2) { create(:sla_policy, account: account) }
+
+  before do
+    AppliedSla.destroy_all
+  end
+
+  describe 'GET /api/v1/accounts/{account.id}/applied_slas/metrics' do
+    context 'when it is an unauthenticated user' do
+      it 'returns unauthorized' do
+        get "/api/v1/accounts/#{account.id}/applied_slas/metrics"
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when it is an authenticated user' do
+      it 'returns the sla metrics' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, sla_status: 'missed')
+
+        get "/api/v1/accounts/#{account.id}/applied_slas/metrics",
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body).to include('total_applied_slas' => 1)
+        expect(body).to include('number_of_sla_breaches' => 1)
+        expect(body).to include('hit_rate' => '0.0%')
+      end
+
+      it 'filters sla metrics based on a date range' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, created_at: 10.days.ago)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, created_at: 3.days.ago)
+
+        get "/api/v1/accounts/#{account.id}/applied_slas/metrics",
+            params: { since: 5.days.ago.to_time.to_i.to_s, until: Time.zone.today.to_time.to_i.to_s },
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body).to include('total_applied_slas' => 1)
+        expect(body).to include('number_of_sla_breaches' => 0)
+        expect(body).to include('hit_rate' => '100%')
+      end
+
+      it 'filters sla metrics based on a date range and agent ids' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, created_at: 10.days.ago)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation3, created_at: 3.days.ago)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, created_at: 3.days.ago, sla_status: 'missed')
+
+        get "/api/v1/accounts/#{account.id}/applied_slas/metrics",
+            params: { agent_ids: [agent2.id] },
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body).to include('total_applied_slas' => 3)
+        expect(body).to include('number_of_sla_breaches' => 1)
+        expect(body).to include('hit_rate' => '66.67%')
+      end
+
+      it 'filters sla metrics based on sla policy ids' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, sla_status: 'missed')
+        create(:applied_sla, sla_policy: sla_policy2, conversation: conversation2, sla_status: 'missed')
+
+        get "/api/v1/accounts/#{account.id}/applied_slas/metrics",
+            params: { sla_policy_id: sla_policy1.id },
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body).to include('total_applied_slas' => 2)
+        expect(body).to include('number_of_sla_breaches' => 1)
+        expect(body).to include('hit_rate' => '50.0%')
+      end
+
+      it 'filters sla metrics based on labels' do
+        conversation2.update_labels('label1')
+        conversation3.update_labels('label1')
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, created_at: 10.days.ago)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, created_at: 3.days.ago, sla_status: 'missed')
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation3, created_at: 3.days.ago)
+
+        get "/api/v1/accounts/#{account.id}/applied_slas/metrics",
+            params: { label_list: ['label1'] },
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body).to include('total_applied_slas' => 2)
+        expect(body).to include('number_of_sla_breaches' => 1)
+        expect(body).to include('hit_rate' => '50.0%')
+      end
+    end
+  end
+
+  describe 'GET /api/v1/accounts/{account.id}/applied_slas' do
+    context 'when it is an unauthenticated user' do
+      it 'returns unauthorized' do
+        get "/api/v1/accounts/#{account.id}/applied_slas"
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when it is an authenticated user' do
+      it 'returns the applied slas' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2)
+        get "/api/v1/accounts/#{account.id}/applied_slas",
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body.size).to eq(2)
+        expect(body.first).to include('id')
+        expect(body.first).to include('sla_policy_id' => sla_policy1.id)
+        expect(body.first).to include('conversation_id' => conversation1.id)
+      end
+
+      it 'filters applied slas based on a date range' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, created_at: 10.days.ago)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, created_at: 3.days.ago)
+
+        get "/api/v1/accounts/#{account.id}/applied_slas",
+            params: { since: 5.days.ago.to_time.to_i.to_s, until: Time.zone.today.to_time.to_i.to_s },
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body.size).to eq(1)
+      end
+
+      it 'filters applied slas based on a date range and agent ids' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, created_at: 10.days.ago)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation3, created_at: 3.days.ago)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, created_at: 3.days.ago)
+
+        get "/api/v1/accounts/#{account.id}/applied_slas",
+            params: { agent_ids: [agent2.id] },
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body.size).to eq(3)
+      end
+
+      it 'filters applied slas based on sla policy ids' do
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2)
+        create(:applied_sla, sla_policy: sla_policy2, conversation: conversation2)
+
+        get "/api/v1/accounts/#{account.id}/applied_slas",
+            params: { sla_policy_id: sla_policy1.id },
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body.size).to eq(2)
+      end
+
+      it 'filters applied slas based on labels' do
+        conversation2.update_labels('label1')
+        conversation3.update_labels('label1')
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation1, created_at: 10.days.ago)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation2, created_at: 3.days.ago)
+        create(:applied_sla, sla_policy: sla_policy1, conversation: conversation3, created_at: 3.days.ago)
+
+        get "/api/v1/accounts/#{account.id}/applied_slas",
+            params: { label_list: ['label1'] },
+            headers: administrator.create_new_auth_token
+        expect(response).to have_http_status(:success)
+        body = JSON.parse(response.body)
+
+        expect(body.size).to eq(2)
+      end
+    end
+  end
+end