fix: bots included in time to response metrics (#6409)

* feat: ignore bots in avg_first_response_time

* feat: ignore bots in avg_first_response count

* feat: add bot handoff event

* feat: add handoff event listener and reporting event

* fix: ignore agent bot in first response

* refactor: calculate first_response with last handoff

* refactor: method defn order

* test: new reporting events

* feat: Revert "feat: ignore bots in avg_first_response count"

This reverts commit de1977c219a2e7a9180dd02272244fe3b3f7ce89.

* feat: Revert "feat: ignore bots in avg_first_response_time"

This reverts commit bb9171945d5e3b2f6015f4f96dd1b76b3efb6987.

* fix: business hour calculation for first_reply

* fix: event_start_time for first_response

* feat: add migration to recompute first_responses

* refactor: separate mute helpers for conversation

* refactor: rename migration

* refactor: migration script

* fix: migration typo

* fix: typo in query

* feat: update schema.rb

* Revert "feat: update schema.rb"

This reverts commit 353ef355f2d956dd219907bb66982dc90ca5d896.

* feat: update schema

* refactor: update events as a batch job

* fix: ignore the event if value is negative

* feat: don't create a new hand-off if it's already present

* refactor: break the action into smaller chunks

* refactor: update reporting listener spec

Handle the case to ensure extra bot handoffs are not created for a give conversation

* fix: import error

---------

Co-authored-by: Vishnu Narayanan <vishnu@chatwoot.com>

app/models/concerns/conversation_mute_helpers.rb

@@ -0,0 +1,28 @@
+module ConversationMuteHelpers
+  extend ActiveSupport::Concern
+
+  def mute!
+    resolved!
+    Redis::Alfred.setex(mute_key, 1, mute_period)
+    create_muted_message
+  end
+
+  def unmute!
+    Redis::Alfred.delete(mute_key)
+    create_unmuted_message
+  end
+
+  def muted?
+    Redis::Alfred.get(mute_key).present?
+  end
+
+  private
+
+  def mute_key
+    format(Redis::RedisKeys::CONVERSATION_MUTE_KEY, id: id)
+  end
+
+  def mute_period
+    6.hours
+  end
+end

app/models/conversation.rb

@@ -48,6 +48,7 @@ class Conversation < ApplicationRecord
   include ActivityMessageHandler
   include UrlHelper
   include SortHandler
+  include ConversationMuteHelpers
 
   validates :account_id, presence: true
   validates :inbox_id, presence: true
@@ -142,19 +143,9 @@ class Conversation < ApplicationRecord
     save
   end
 
-  def mute!
-    resolved!
-    Redis::Alfred.setex(mute_key, 1, mute_period)
-    create_muted_message
-  end
-
-  def unmute!
-    Redis::Alfred.delete(mute_key)
-    create_unmuted_message
-  end
-
-  def muted?
-    Redis::Alfred.get(mute_key).present?
+  def bot_handoff!
+    open!
+    dispatcher_dispatch(CONVERSATION_BOT_HANDOFF)
   end
 
   def unread_messages
@@ -269,14 +260,6 @@ class Conversation < ApplicationRecord
     create_label_removed(user_name, previous_labels - current_labels)
   end
 
-  def mute_key
-    format(Redis::RedisKeys::CONVERSATION_MUTE_KEY, id: id)
-  end
-
-  def mute_period
-    6.hours
-  end
-
   def validate_referer_url
     return unless additional_attributes['referer']
 

app/models/message.rb

@@ -188,10 +188,15 @@ class Message < ApplicationRecord
     sender.update(last_activity_at: DateTime.now) if sender.is_a?(Contact)
   end
 
+  def first_human_response?
+    conversation.messages.outgoing
+                .where.not(sender_type: 'AgentBot')
+                .where("(additional_attributes->'campaign_id') is null").count == 1
+  end
+
   def dispatch_create_events
     Rails.configuration.dispatcher.dispatch(MESSAGE_CREATED, Time.zone.now, message: self, performed_by: Current.executed_by)
-
-    if outgoing? && conversation.messages.outgoing.where("(additional_attributes->'campaign_id') is null").count == 1
+    if outgoing? && first_human_response?
       Rails.configuration.dispatcher.dispatch(FIRST_REPLY_CREATED, Time.zone.now, message: self, performed_by: Current.executed_by)
     end
   end