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>

spec/listeners/reporting_event_listener_spec.rb

@@ -60,5 +60,56 @@ describe ReportingEventListener do
         expect(account.reporting_events.where(name: 'first_response')[0]['value_in_business_hours']).to be 144_000.0
       end
     end
+
+    # this ensures last_non_human_activity method accurately accounts for handoff events
+    context 'when last handoff event exists' do
+      let(:conversation_updated_at) { 20.seconds.from_now }
+      let(:human_message_created_at) { 62.seconds.from_now }
+      let(:new_conversation) { create(:conversation, account: account, inbox: inbox, assignee: user, updated_at: conversation_updated_at) }
+      let(:new_message) do
+        create(:message, message_type: 'outgoing', created_at: human_message_created_at, account: account, inbox: inbox,
+                         conversation: new_conversation)
+      end
+
+      it 'creates first_response event with handoff value' do
+        # this will create a handoff event
+        event = Events::Base.new('conversation.bot_handoff', conversation_updated_at, conversation: new_conversation)
+        listener.conversation_bot_handoff(event)
+
+        # create the first reply event
+        event = Events::Base.new('first.reply.created', human_message_created_at, message: new_message)
+        listener.first_reply_created(event)
+        expect(account.reporting_events.where(name: 'first_response')[0]['value']).to be 42.0
+      end
+    end
+  end
+
+  describe '#conversation_bot_handoff' do
+    it 'creates conversation_bot_handoff event only once' do
+      expect(account.reporting_events.where(name: 'conversation_bot_handoff').count).to be 0
+      event = Events::Base.new('conversation.bot_handoff', Time.zone.now, conversation: conversation)
+      listener.conversation_bot_handoff(event)
+      expect(account.reporting_events.where(name: 'conversation_bot_handoff').count).to be 1
+
+      # add extra handoff event for the same and ensure it's not created
+      event = Events::Base.new('conversation.bot_handoff', Time.zone.now, conversation: conversation)
+      listener.conversation_bot_handoff(event)
+      expect(account.reporting_events.where(name: 'conversation_bot_handoff').count).to be 1
+    end
+
+    context 'when business hours enabled for inbox' do
+      let(:created_at) { Time.zone.parse('March 20, 2022 00:00') }
+      let(:updated_at) { Time.zone.parse('March 26, 2022 23:59') }
+      let!(:new_inbox) { create(:inbox, working_hours_enabled: true, account: account) }
+      let!(:new_conversation) do
+        create(:conversation, created_at: created_at, updated_at: updated_at, account: account, inbox: new_inbox, assignee: user)
+      end
+
+      it 'creates conversation_bot_handoff event with business hour value' do
+        event = Events::Base.new('conversation.bot_handoff', Time.zone.now, conversation: new_conversation)
+        listener.conversation_bot_handoff(event)
+        expect(account.reporting_events.where(name: 'conversation_bot_handoff')[0]['value_in_business_hours']).to be 144_000.0
+      end
+    end
   end
 end