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

app/builders/v2/report_builder.rb

@@ -20,7 +20,7 @@ class V2::ReportBuilder
 
   # For backward compatible with old report
   def build
-    if %w[avg_first_response_time avg_resolution_time].include?(params[:metric])
+    if %w[avg_first_response_time avg_resolution_time reply_time].include?(params[:metric])
       timeseries.each_with_object([]) do |p, arr|
         arr << { value: p[1], timestamp: p[0].in_time_zone(@timezone).to_i, count: @grouped_values.count[p[0]] }
       end
@@ -38,7 +38,8 @@ class V2::ReportBuilder
       outgoing_messages_count: outgoing_messages.count,
       avg_first_response_time: avg_first_response_time_summary,
       avg_resolution_time: avg_resolution_time_summary,
-      resolutions_count: resolutions.count
+      resolutions_count: resolutions.count,
+      reply_time: reply_time_summary
     }
   end
 

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)

app/javascript/dashboard/i18n/locale/en/report.json

@@ -34,6 +34,10 @@
       "RESOLUTION_COUNT": {
         "NAME": "Resolution Count",
         "DESC": "( Total )"
+      },
+      "REPLY_TIME": {
+        "NAME": "Customer waiting time",
+        "TOOLTIP_TEXT": "Waiting time is %{metricValue} (based on %{conversationCount} conversations)"
       }
     },
     "DATE_RANGE_OPTIONS": {

app/javascript/dashboard/mixins/reportMixin.js

@@ -7,19 +7,13 @@ export default {
       accountSummary: 'getAccountSummary',
       accountReport: 'getAccountReports',
     }),
-    calculateTrend() {
-      return metric_key => {
-        if (!this.accountSummary.previous[metric_key]) return 0;
-        const diff =
-          this.accountSummary[metric_key] -
-          this.accountSummary.previous[metric_key];
-        return Math.round(
-          (diff / this.accountSummary.previous[metric_key]) * 100
-        );
-      };
-    },
   },
   methods: {
+    calculateTrend(key) {
+      if (!this.accountSummary.previous[key]) return 0;
+      const diff = this.accountSummary[key] - this.accountSummary.previous[key];
+      return Math.round((diff / this.accountSummary.previous[key]) * 100);
+    },
     displayMetric(key) {
       if (this.isAverageMetricType(key)) {
         return formatTime(this.accountSummary[key]);
@@ -39,7 +33,11 @@ export default {
       return '';
     },
     isAverageMetricType(key) {
-      return ['avg_first_response_time', 'avg_resolution_time'].includes(key);
+      return [
+        'avg_first_response_time',
+        'avg_resolution_time',
+        'reply_time',
+      ].includes(key);
     },
   },
 };

app/javascript/dashboard/routes/dashboard/settings/reports/Index.vue

@@ -35,6 +35,7 @@ const REPORTS_KEYS = {
   FIRST_RESPONSE_TIME: 'avg_first_response_time',
   RESOLUTION_TIME: 'avg_resolution_time',
   RESOLUTION_COUNT: 'resolutions_count',
+  REPLY_TIME: 'reply_time',
 };
 
 export default {
@@ -78,6 +79,7 @@ export default {
         'FIRST_RESPONSE_TIME',
         'RESOLUTION_TIME',
         'RESOLUTION_COUNT',
+        'REPLY_TIME',
       ].forEach(async key => {
         try {
           await this.$store.dispatch('fetchAccountReport', {

app/javascript/dashboard/routes/dashboard/settings/reports/ReportContainer.vue

@@ -44,6 +44,7 @@ const REPORTS_KEYS = {
   FIRST_RESPONSE_TIME: 'avg_first_response_time',
   RESOLUTION_TIME: 'avg_resolution_time',
   RESOLUTION_COUNT: 'resolutions_count',
+  REPLY_TIME: 'reply_time',
 };
 
 export default {
@@ -60,6 +61,7 @@ export default {
       const reportKeys = [
         'CONVERSATIONS',
         'FIRST_RESPONSE_TIME',
+        'REPLY_TIME',
         'RESOLUTION_TIME',
         'RESOLUTION_COUNT',
         'INCOMING_MESSAGES',

app/javascript/dashboard/routes/dashboard/settings/reports/components/WootReports.vue

@@ -38,6 +38,7 @@ const REPORTS_KEYS = {
   FIRST_RESPONSE_TIME: 'avg_first_response_time',
   RESOLUTION_TIME: 'avg_resolution_time',
   RESOLUTION_COUNT: 'resolutions_count',
+  REPLY_TIME: 'reply_time',
 };
 
 export default {
@@ -106,6 +107,7 @@ export default {
         'FIRST_RESPONSE_TIME',
         'RESOLUTION_TIME',
         'RESOLUTION_COUNT',
+        'REPLY_TIME',
       ].forEach(async key => {
         try {
           const { from, to, groupBy, businessHours } = this;

app/javascript/dashboard/routes/dashboard/settings/reports/constants.js

@@ -151,78 +151,48 @@ export const DEFAULT_CHART = {
   },
 };
 
+const TIME_CHART_CONFIG = {
+  datasets: [DEFAULT_BAR_CHART],
+  scales: {
+    xAxes: [
+      {
+        ticks: {
+          fontFamily: CHART_FONT_FAMILY,
+        },
+        gridLines: {
+          drawOnChartArea: false,
+        },
+      },
+    ],
+    yAxes: [
+      {
+        id: 'y-left',
+        type: 'linear',
+        position: 'left',
+        ticks: {
+          fontFamily: CHART_FONT_FAMILY,
+          callback: (value, index, values) => {
+            if (!index || index === values.length - 1) {
+              return formatTime(value);
+            }
+            return '';
+          },
+        },
+        gridLines: {
+          drawOnChartArea: false,
+        },
+      },
+    ],
+  },
+};
+
 export const METRIC_CHART = {
   conversations_count: DEFAULT_CHART,
   incoming_messages_count: DEFAULT_CHART,
   outgoing_messages_count: DEFAULT_CHART,
-  avg_first_response_time: {
+  avg_first_response_time: TIME_CHART_CONFIG,
-    datasets: [DEFAULT_BAR_CHART],
+  reply_time: TIME_CHART_CONFIG,
-    scales: {
+  avg_resolution_time: TIME_CHART_CONFIG,
-      xAxes: [
-        {
-          ticks: {
-            fontFamily: CHART_FONT_FAMILY,
-          },
-          gridLines: {
-            drawOnChartArea: false,
-          },
-        },
-      ],
-      yAxes: [
-        {
-          id: 'y-left',
-          type: 'linear',
-          position: 'left',
-          ticks: {
-            fontFamily: CHART_FONT_FAMILY,
-            callback: (value, index, values) => {
-              if (!index || index === values.length - 1) {
-                return formatTime(value);
-              }
-              return '';
-            },
-          },
-          gridLines: {
-            drawOnChartArea: false,
-          },
-        },
-      ],
-    },
-  },
-  avg_resolution_time: {
-    datasets: [DEFAULT_BAR_CHART],
-    scales: {
-      xAxes: [
-        {
-          ticks: {
-            fontFamily: CHART_FONT_FAMILY,
-          },
-          gridLines: {
-            drawOnChartArea: false,
-          },
-        },
-      ],
-      yAxes: [
-        {
-          id: 'y-left',
-          type: 'linear',
-          position: 'left',
-          ticks: {
-            fontFamily: CHART_FONT_FAMILY,
-            callback: (value, index, values) => {
-              if (!index || index === values.length - 1) {
-                return formatTime(value);
-              }
-              return '';
-            },
-          },
-          gridLines: {
-            drawOnChartArea: false,
-          },
-        },
-      ],
-    },
-  },
   resolutions_count: DEFAULT_CHART,
 };
 

app/javascript/dashboard/store/modules/reports.js

@@ -19,6 +19,7 @@ const state = {
       avg_first_response_time: false,
       avg_resolution_time: false,
       resolutions_count: false,
+      reply_time: false,
     },
     data: {
       conversations_count: [],
@@ -27,6 +28,7 @@ const state = {
       avg_first_response_time: [],
       avg_resolution_time: [],
       resolutions_count: [],
+      reply_time: [],
     },
   },
   accountSummary: {
@@ -35,6 +37,7 @@ const state = {
     conversations_count: 0,
     incoming_messages_count: 0,
     outgoing_messages_count: 0,
+    reply_time: 0,
     resolutions_count: 0,
     previous: {},
   },