feat: Add live agent load report api (#4297)

This change allows the admin user to fetch conversation metrics for an account, agents, and filter conversation metrics for a specific agent.

Fixes #4305

app/builders/v2/report_builder.rb

@@ -1,5 +1,6 @@
 class V2::ReportBuilder
   include DateRangeHelper
+  include ReportHelper
   attr_reader :account, :params
 
   DEFAULT_GROUP_BY = 'day'.freeze
@@ -40,23 +41,16 @@ class V2::ReportBuilder
     }
   end
 
-  private
-
-  def scope
-    case params[:type]
-    when :account
-      account
-    when :inbox
-      inbox
-    when :agent
-      user
-    when :label
-      label
-    when :team
-      team
+  def conversation_metrics
+    if params[:type].equal?(:account)
+      conversations
+    else
+      agent_metrics
     end
   end
 
+  private
+
   def inbox
     @inbox ||= account.inboxes.find(params[:id])
   end
@@ -84,47 +78,26 @@ class V2::ReportBuilder
     )
   end
 
-  def conversations_count
-    (get_grouped_values scope.conversations).count
+  def agent_metrics
+    users = @account.users
+    users = users.where(id: params[:user_id]) if params[:user_id].present?
+    users.each_with_object([]) do |user, arr|
+      @user = user
+      arr << {
+        user: { id: user.id, name: user.name, thumbnail: user.avatar_url },
+        metric: conversations
+      }
+    end
   end
 
-  def incoming_messages_count
-    (get_grouped_values scope.messages.incoming.unscope(:order)).count
-  end
-
-  def outgoing_messages_count
-    (get_grouped_values scope.messages.outgoing.unscope(:order)).count
-  end
-
-  def resolutions_count
-    (get_grouped_values scope.conversations.resolved).count
-  end
-
-  def avg_first_response_time
-    (get_grouped_values scope.reporting_events.where(name: 'first_response')).average(:value)
-  end
-
-  def avg_resolution_time
-    (get_grouped_values scope.reporting_events.where(name: 'conversation_resolved')).average(:value)
-  end
-
-  def avg_resolution_time_summary
-    avg_rt = scope.reporting_events
-                  .where(name: 'conversation_resolved', created_at: range)
-                  .average(:value)
-
-    return 0 if avg_rt.blank?
-
-    avg_rt
-  end
-
-  def avg_first_response_time_summary
-    avg_frt = scope.reporting_events
-                   .where(name: 'first_response', created_at: range)
-                   .average(:value)
-
-    return 0 if avg_frt.blank?
-
-    avg_frt
+  def conversations
+    @open_conversations = scope.conversations.open
+    first_response_count = scope.reporting_events.where(name: 'first_response', conversation_id: @open_conversations.pluck('id')).count
+    metric = {
+      open: @open_conversations.count,
+      unattended: @open_conversations.count - first_response_count
+    }
+    metric[:unassigned] = @open_conversations.unassigned.count if params[:type].equal?(:account)
+    metric
   end
 end

app/controllers/api/v2/accounts/reports_controller.rb

@@ -35,6 +35,12 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
     render layout: false, template: 'api/v2/accounts/reports/teams.csv.erb', format: 'csv'
   end
 
+  def conversations
+    return head :unprocessable_entity if params[:type].blank?
+
+    render json: conversation_metrics
+  end
+
   private
 
   def check_authorization
@@ -73,6 +79,13 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
     }
   end
 
+  def conversation_params
+    {
+      type: params[:type].to_sym,
+      user_id: params[:user_id]
+    }
+  end
+
   def range
     {
       current: {
@@ -91,4 +104,8 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
     summary[:previous] = V2::ReportBuilder.new(Current.account, previous_summary_params).summary
     summary
   end
+
+  def conversation_metrics
+    V2::ReportBuilder.new(Current.account, conversation_params).conversation_metrics
+  end
 end

app/helpers/report_helper.rb

@@ -0,0 +1,62 @@
+module ReportHelper
+  private
+
+  def scope
+    case params[:type]
+    when :account
+      account
+    when :inbox
+      inbox
+    when :agent
+      user
+    when :label
+      label
+    when :team
+      team
+    end
+  end
+
+  def conversations_count
+    (get_grouped_values scope.conversations).count
+  end
+
+  def incoming_messages_count
+    (get_grouped_values scope.messages.incoming.unscope(:order)).count
+  end
+
+  def outgoing_messages_count
+    (get_grouped_values scope.messages.outgoing.unscope(:order)).count
+  end
+
+  def resolutions_count
+    (get_grouped_values scope.conversations.resolved).count
+  end
+
+  def avg_first_response_time
+    (get_grouped_values scope.reporting_events.where(name: 'first_response')).average(:value)
+  end
+
+  def avg_resolution_time
+    (get_grouped_values scope.reporting_events.where(name: 'conversation_resolved')).average(:value)
+  end
+
+  def avg_resolution_time_summary
+    avg_rt = scope.reporting_events
+                  .where(name: 'conversation_resolved', created_at: range)
+                  .average(:value)
+
+    return 0 if avg_rt.blank?
+
+    avg_rt
+  end
+
+  def avg_first_response_time_summary
+    avg_frt = scope.reporting_events
+                   .where(name: 'first_response', created_at: range)
+                   .average(:value)
+
+    return 0 if avg_frt.blank?
+
+    avg_frt
+  end
+end