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

app/helpers/report_helper.rb

@@ -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)