feat(v4): Update team, agent summary builder to include resolution metrics (#10607)

Following https://github.com/chatwoot/chatwoot/pull/10604, this PR
introduces similar reporting features for Agents and Teams.

Updates in this PR:
- Added additional methods to the base class to avoid repetition.
- Improve reporting for Teams and Agents to include resolution count.

app/builders/v2/reports/agent_summary_builder.rb

@@ -2,52 +2,38 @@ class V2::Reports::AgentSummaryBuilder < V2::Reports::BaseSummaryBuilder
   pattr_initialize [:account!, :params!]
 
   def build
-    set_grouped_conversations_count
+    load_data
-    set_grouped_avg_reply_time
-    set_grouped_avg_first_response_time
-    set_grouped_avg_resolution_time
     prepare_report
   end
 
   private
 
-  def set_grouped_conversations_count
+  attr_reader :conversations_count, :resolved_count,
-    @grouped_conversations_count = Current.account.conversations.where(created_at: range).group('assignee_id').count
+              :avg_resolution_time, :avg_first_response_time, :avg_reply_time
+
+  def fetch_conversations_count
+    account.conversations.where(created_at: range).group('assignee_id').count
   end
 
-  def set_grouped_avg_resolution_time
+  def prepare_report
-    @grouped_avg_resolution_time = get_grouped_average(reporting_events.where(name: 'conversation_resolved'))
+    account.account_users.map do |account_user|
+      build_agent_stats(account_user)
+    end
   end
 
-  def set_grouped_avg_first_response_time
+  def build_agent_stats(account_user)
-    @grouped_avg_first_response_time = get_grouped_average(reporting_events.where(name: 'first_response'))
+    user_id = account_user.user_id
-  end
+    {
-
+      id: user_id,
-  def set_grouped_avg_reply_time
+      conversations_count: conversations_count[user_id] || 0,
-    @grouped_avg_reply_time = get_grouped_average(reporting_events.where(name: 'reply_time'))
+      resolved_conversations_count: resolved_count[user_id] || 0,
+      avg_resolution_time: avg_resolution_time[user_id],
+      avg_first_response_time: avg_first_response_time[user_id],
+      avg_reply_time: avg_reply_time[user_id]
+    }
   end
 
   def group_by_key
     :user_id
   end
-
-  def reporting_events
-    @reporting_events ||= Current.account.reporting_events.where(created_at: range)
-  end
-
-  def prepare_report
-    account.account_users.each_with_object([]) do |account_user, arr|
-      arr << {
-        id: account_user.user_id,
-        conversations_count: @grouped_conversations_count[account_user.user_id],
-        avg_resolution_time: @grouped_avg_resolution_time[account_user.user_id],
-        avg_first_response_time: @grouped_avg_first_response_time[account_user.user_id],
-        avg_reply_time: @grouped_avg_reply_time[account_user.user_id]
-      }
-    end
-  end
-
-  def average_value_key
-    ActiveModel::Type::Boolean.new.cast(params[:business_hours]).present? ? :value_in_business_hours : :value
-  end
 end

app/builders/v2/reports/base_summary_builder.rb

@@ -1,17 +1,50 @@
 class V2::Reports::BaseSummaryBuilder
   include DateRangeHelper
 
+  def build
+    load_data
+    prepare_report
+  end
+
   private
 
+  def load_data
+    @conversations_count = fetch_conversations_count
+    @resolved_count = fetch_resolved_count
+    @avg_resolution_time = fetch_average_time('conversation_resolved')
+    @avg_first_response_time = fetch_average_time('first_response')
+    @avg_reply_time = fetch_average_time('reply_time')
+  end
+
+  def reporting_events
+    @reporting_events ||= account.reporting_events.where(created_at: range)
+  end
+
+  def fetch_conversations_count
+    # Override this method
+  end
+
+  def fetch_average_time(event_name)
+    get_grouped_average(reporting_events.where(name: event_name))
+  end
+
+  def fetch_resolved_count
+    reporting_events.where(name: 'conversation_resolved').group(group_by_key).count
+  end
+
   def group_by_key
     # Override this method
   end
 
+  def prepare_report
+    # Override this method
+  end
+
   def get_grouped_average(events)
     events.group(group_by_key).average(average_value_key)
   end
 
   def average_value_key
-    params[:business_hours].present? ? :value_in_business_hours : :value
+    ActiveModel::Type::Boolean.new.cast(params[:business_hours]).present? ? :value_in_business_hours : :value
   end
 end

app/builders/v2/reports/inbox_summary_builder.rb

@@ -23,18 +23,6 @@ class V2::Reports::InboxSummaryBuilder < V2::Reports::BaseSummaryBuilder
     account.conversations.where(created_at: range).group(group_by_key).count
   end
 
-  def fetch_resolved_count
-    reporting_events.where(name: 'conversation_resolved').group(group_by_key).count
-  end
-
-  def fetch_average_time(event_name)
-    get_grouped_average(reporting_events.where(name: event_name))
-  end
-
-  def reporting_events
-    @reporting_events ||= account.reporting_events.where(created_at: range)
-  end
-
   def prepare_report
     account.inboxes.map do |inbox|
       build_inbox_stats(inbox)

app/builders/v2/reports/team_summary_builder.rb

@@ -1,49 +1,37 @@
 class V2::Reports::TeamSummaryBuilder < V2::Reports::BaseSummaryBuilder
   pattr_initialize [:account!, :params!]
 
-  def build
-    set_grouped_conversations_count
-    set_grouped_avg_reply_time
-    set_grouped_avg_first_response_time
-    set_grouped_avg_resolution_time
-    prepare_report
-  end
-
   private
 
-  def set_grouped_conversations_count
+  attr_reader :conversations_count, :resolved_count,
-    @grouped_conversations_count = Current.account.conversations.where(created_at: range).group('team_id').count
+              :avg_resolution_time, :avg_first_response_time, :avg_reply_time
-  end
 
-  def set_grouped_avg_resolution_time
+  def fetch_conversations_count
-    @grouped_avg_resolution_time = get_grouped_average(reporting_events.where(name: 'conversation_resolved'))
+    account.conversations.where(created_at: range).group(:team_id).count
-  end
-
-  def set_grouped_avg_first_response_time
-    @grouped_avg_first_response_time = get_grouped_average(reporting_events.where(name: 'first_response'))
-  end
-
-  def set_grouped_avg_reply_time
-    @grouped_avg_reply_time = get_grouped_average(reporting_events.where(name: 'reply_time'))
   end
 
   def reporting_events
-    @reporting_events ||= Current.account.reporting_events.where(created_at: range).joins(:conversation)
+    @reporting_events ||= account.reporting_events.where(created_at: range).joins(:conversation)
+  end
+
+  def prepare_report
+    account.teams.map do |team|
+      build_team_stats(team)
+    end
+  end
+
+  def build_team_stats(team)
+    {
+      id: team.id,
+      conversations_count: conversations_count[team.id] || 0,
+      resolved_conversations_count: resolved_count[team.id] || 0,
+      avg_resolution_time: avg_resolution_time[team.id],
+      avg_first_response_time: avg_first_response_time[team.id],
+      avg_reply_time: avg_reply_time[team.id]
+    }
   end
 
   def group_by_key
     'conversations.team_id'
   end
-
-  def prepare_report
-    account.teams.each_with_object([]) do |team, arr|
-      arr << {
-        id: team.id,
-        conversations_count: @grouped_conversations_count[team.id],
-        avg_resolution_time: @grouped_avg_resolution_time[team.id],
-        avg_first_response_time: @grouped_avg_first_response_time[team.id],
-        avg_reply_time: @grouped_avg_reply_time[team.id]
-      }
-    end
-  end
 end

spec/builders/v2/reports/agent_summary_builder_spec.rb

@@ -0,0 +1,143 @@
+require 'rails_helper'
+
+RSpec.describe V2::Reports::AgentSummaryBuilder do
+  let(:account) { create(:account) }
+  let(:user1) { create(:user, account: account, role: :agent) }
+  let(:user2) { create(:user, account: account, role: :agent) }
+
+  let(:params) do
+    {
+      business_hours: business_hours,
+      since: 1.week.ago.beginning_of_day,
+      until: Time.current.end_of_day
+    }
+  end
+  let(:builder) { described_class.new(account: account, params: params) }
+
+  describe '#build' do
+    context 'when there is team data' do
+      before do
+        c1 = create(:conversation, account: account, assignee: user1, created_at: Time.current)
+        c2 = create(:conversation, account: account, assignee: user2, created_at: Time.current)
+        create(
+          :reporting_event,
+          account: account,
+          conversation: c2,
+          user: user2,
+          name: 'conversation_resolved',
+          value: 50,
+          value_in_business_hours: 40,
+          created_at: Time.current
+        )
+        create(
+          :reporting_event,
+          account: account,
+          conversation: c1,
+          user: user1,
+          name: 'first_response',
+          value: 20,
+          value_in_business_hours: 10,
+          created_at: Time.current
+        )
+        create(
+          :reporting_event,
+          account: account,
+          conversation: c1,
+          user: user1,
+          name: 'reply_time',
+          value: 30,
+          value_in_business_hours: 15,
+          created_at: Time.current
+        )
+        create(
+          :reporting_event,
+          account: account,
+          conversation: c1,
+          user: user1,
+          name: 'reply_time',
+          value: 40,
+          value_in_business_hours: 25,
+          created_at: Time.current
+        )
+      end
+
+      context 'when business hours is disabled' do
+        let(:business_hours) { false }
+
+        it 'returns the correct team stats' do
+          report = builder.build
+
+          expect(report).to eq(
+            [
+              {
+                id: user1.id,
+                conversations_count: 1,
+                resolved_conversations_count: 0,
+                avg_resolution_time: nil,
+                avg_first_response_time: 20.0,
+                avg_reply_time: 35.0
+              },
+              {
+                id: user2.id,
+                conversations_count: 1,
+                resolved_conversations_count: 1,
+                avg_resolution_time: 50.0,
+                avg_first_response_time: nil,
+                avg_reply_time: nil
+              }
+            ]
+          )
+        end
+      end
+
+      context 'when business hours is enabled' do
+        let(:business_hours) { true }
+
+        it 'uses business hours values' do
+          report = builder.build
+
+          expect(report).to eq(
+            [
+              {
+                id: user1.id,
+                conversations_count: 1,
+                resolved_conversations_count: 0,
+                avg_resolution_time: nil,
+                avg_first_response_time: 10.0,
+                avg_reply_time: 20.0
+              },
+              {
+                id: user2.id,
+                conversations_count: 1,
+                resolved_conversations_count: 1,
+                avg_resolution_time: 40.0,
+                avg_first_response_time: nil,
+                avg_reply_time: nil
+              }
+            ]
+          )
+        end
+      end
+    end
+
+    context 'when there is no team data' do
+      let!(:new_user) { create(:user, account: account, role: :agent) }
+      let(:business_hours) { false }
+
+      it 'returns zero values' do
+        report = builder.build
+
+        expect(report).to include(
+          {
+            id: new_user.id,
+            conversations_count: 0,
+            resolved_conversations_count: 0,
+            avg_resolution_time: nil,
+            avg_first_response_time: nil,
+            avg_reply_time: nil
+          }
+        )
+      end
+    end
+  end
+end

spec/builders/v2/reports/team_summary_builder_spec.rb

@@ -0,0 +1,138 @@
+require 'rails_helper'
+
+RSpec.describe V2::Reports::TeamSummaryBuilder do
+  let(:account) { create(:account) }
+  let(:team1) { create(:team, account: account, name: 'team-1') }
+  let(:team2) { create(:team, account: account, name: 'team-2') }
+  let(:params) do
+    {
+      business_hours: business_hours,
+      since: 1.week.ago.beginning_of_day,
+      until: Time.current.end_of_day
+    }
+  end
+  let(:builder) { described_class.new(account: account, params: params) }
+
+  describe '#build' do
+    context 'when there is team data' do
+      before do
+        c1 = create(:conversation, account: account, team: team1, created_at: Time.current)
+        c2 = create(:conversation, account: account, team: team2, created_at: Time.current)
+        create(
+          :reporting_event,
+          account: account,
+          conversation: c2,
+          name: 'conversation_resolved',
+          value: 50,
+          value_in_business_hours: 40,
+          created_at: Time.current
+        )
+        create(
+          :reporting_event,
+          account: account,
+          conversation: c1,
+          name: 'first_response',
+          value: 20,
+          value_in_business_hours: 10,
+          created_at: Time.current
+        )
+        create(
+          :reporting_event,
+          account: account,
+          conversation: c1,
+          name: 'reply_time',
+          value: 30,
+          value_in_business_hours: 15,
+          created_at: Time.current
+        )
+        create(
+          :reporting_event,
+          account: account,
+          conversation: c1,
+          name: 'reply_time',
+          value: 40,
+          value_in_business_hours: 25,
+          created_at: Time.current
+        )
+      end
+
+      context 'when business hours is disabled' do
+        let(:business_hours) { false }
+
+        it 'returns the correct team stats' do
+          report = builder.build
+
+          expect(report).to eq(
+            [
+              {
+                id: team1.id,
+                conversations_count: 1,
+                resolved_conversations_count: 0,
+                avg_resolution_time: nil,
+                avg_first_response_time: 20.0,
+                avg_reply_time: 35.0
+              },
+              {
+                id: team2.id,
+                conversations_count: 1,
+                resolved_conversations_count: 1,
+                avg_resolution_time: 50.0,
+                avg_first_response_time: nil,
+                avg_reply_time: nil
+              }
+            ]
+          )
+        end
+      end
+
+      context 'when business hours is enabled' do
+        let(:business_hours) { true }
+
+        it 'uses business hours values' do
+          report = builder.build
+
+          expect(report).to eq(
+            [
+              {
+                id: team1.id,
+                conversations_count: 1,
+                resolved_conversations_count: 0,
+                avg_resolution_time: nil,
+                avg_first_response_time: 10.0,
+                avg_reply_time: 20.0
+              },
+              {
+                id: team2.id,
+                conversations_count: 1,
+                resolved_conversations_count: 1,
+                avg_resolution_time: 40.0,
+                avg_first_response_time: nil,
+                avg_reply_time: nil
+              }
+            ]
+          )
+        end
+      end
+    end
+
+    context 'when there is no team data' do
+      let!(:new_team) { create(:team, account: account) }
+      let(:business_hours) { false }
+
+      it 'returns zero values' do
+        report = builder.build
+
+        expect(report).to include(
+          {
+            id: new_team.id,
+            conversations_count: 0,
+            resolved_conversations_count: 0,
+            avg_resolution_time: nil,
+            avg_first_response_time: nil,
+            avg_reply_time: nil
+          }
+        )
+      end
+    end
+  end
+end