fix: incorrect first response time for reopened conversations (#12058)

Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>

app/helpers/reporting_event_helper.rb

@@ -18,12 +18,25 @@ module ReportingEventHelper
   end
 
   def last_non_human_activity(conversation)
-    # check if a handoff event already exists
-    handoff_event = ReportingEvent.where(conversation_id: conversation.id, name: 'conversation_bot_handoff').last
+    # Try to get either a handoff or reopened event first
+    # These will always take precedence over any other activity
+    # Also, any of these events can happen at any time in the course of a conversation lifecycle.
+    # So we pick the latest event
+    event = ReportingEvent.where(
+      conversation_id: conversation.id,
+      name: %w[conversation_bot_handoff conversation_opened]
+    ).order(event_end_time: :desc).first
 
-    # if a handoff exists, last non human activity is when the handoff ended,
-    # otherwise it's when the conversation was created
-    handoff_event&.event_end_time || conversation.created_at
+    return event.event_end_time if event&.event_end_time
+
+    # Fallback to bot resolved event
+    # Because this will be closest to the most accurate activity instead of conversation.created_at
+    bot_event = ReportingEvent.where(conversation_id: conversation.id, name: 'conversation_bot_resolved').last
+
+    return bot_event.event_end_time if bot_event&.event_end_time
+
+    # If no events found, return conversation creation time
+    conversation.created_at
   end
 
   private

app/listeners/reporting_event_listener.rb

@@ -90,8 +90,47 @@ class ReportingEventListener < BaseListener
     reporting_event.save!
   end
 
+  def conversation_opened(event)
+    conversation = extract_conversation_and_account(event)[0]
+
+    # Find the most recent resolved event for this conversation
+    last_resolved_event = ReportingEvent.where(
+      conversation_id: conversation.id,
+      name: 'conversation_resolved'
+    ).order(event_end_time: :desc).first
+
+    # For first-time openings, value is 0
+    # For reopenings, calculate time since resolution
+    if last_resolved_event
+      time_since_resolved = conversation.updated_at.to_i - last_resolved_event.event_end_time.to_i
+      business_hours_value = business_hours(conversation.inbox, last_resolved_event.event_end_time, conversation.updated_at)
+      start_time = last_resolved_event.event_end_time
+    else
+      time_since_resolved = 0
+      business_hours_value = 0
+      start_time = conversation.created_at
+    end
+
+    create_conversation_opened_event(conversation, time_since_resolved, business_hours_value, start_time)
+  end
+
   private
 
+  def create_conversation_opened_event(conversation, time_since_resolved, business_hours_value, start_time)
+    reporting_event = ReportingEvent.new(
+      name: 'conversation_opened',
+      value: time_since_resolved,
+      value_in_business_hours: business_hours_value,
+      account_id: conversation.account_id,
+      inbox_id: conversation.inbox_id,
+      user_id: conversation.assignee_id,
+      conversation_id: conversation.id,
+      event_start_time: start_time,
+      event_end_time: conversation.updated_at
+    )
+    reporting_event.save!
+  end
+
   def create_bot_resolved_event(conversation, reporting_event)
     return unless conversation.inbox.active_bot?
     # We don't want to create a bot_resolved event if there is user interaction on the conversation

spec/helpers/reporting_event_helper_spec.rb

@@ -0,0 +1,177 @@
+require 'rails_helper'
+
+RSpec.describe ReportingEventHelper, type: :helper do
+  describe '#last_non_human_activity' do
+    let(:account) { create(:account) }
+    let(:inbox) { create(:inbox, account: account) }
+    let(:user) { create(:user, account: account) }
+    let(:conversation) { create(:conversation, account: account, inbox: inbox, assignee: user) }
+
+    context 'when conversation has no events' do
+      it 'returns conversation created_at' do
+        expect(helper.last_non_human_activity(conversation)).to eq(conversation.created_at)
+      end
+    end
+
+    context 'when conversation has bot handoff event' do
+      let!(:handoff_event) do
+        create(:reporting_event,
+               name: 'conversation_bot_handoff',
+               conversation_id: conversation.id,
+               account_id: account.id,
+               inbox_id: inbox.id,
+               event_end_time: 2.hours.ago)
+      end
+
+      it 'returns handoff event end time' do
+        expect(helper.last_non_human_activity(conversation).to_i).to eq(handoff_event.event_end_time.to_i)
+      end
+    end
+
+    context 'when conversation has bot resolved event' do
+      let!(:bot_resolved_event) do
+        create(:reporting_event,
+               name: 'conversation_bot_resolved',
+               conversation_id: conversation.id,
+               account_id: account.id,
+               inbox_id: inbox.id,
+               event_end_time: 3.hours.ago)
+      end
+
+      it 'returns bot resolved event end time' do
+        expect(helper.last_non_human_activity(conversation).to_i).to eq(bot_resolved_event.event_end_time.to_i)
+      end
+    end
+
+    context 'when conversation is reopened after bot resolution' do
+      let(:creation_time) { 5.days.ago }
+      let(:bot_resolution_time) { 5.days.ago + 5.minutes }
+      let(:reopening_time) { 1.hour.ago }
+
+      let!(:conversation) do
+        create(:conversation,
+               account: account,
+               inbox: inbox,
+               assignee: user,
+               created_at: creation_time)
+      end
+
+      before do
+        # First opened event
+        create(:reporting_event,
+               name: 'conversation_opened',
+               conversation_id: conversation.id,
+               account_id: account.id,
+               inbox_id: inbox.id,
+               value: 0,
+               event_start_time: creation_time,
+               event_end_time: creation_time)
+
+        # Bot resolved event
+        create(:reporting_event,
+               name: 'conversation_bot_resolved',
+               conversation_id: conversation.id,
+               account_id: account.id,
+               inbox_id: inbox.id,
+               event_start_time: creation_time,
+               event_end_time: bot_resolution_time)
+
+        # Resolved event
+        create(:reporting_event,
+               name: 'conversation_resolved',
+               conversation_id: conversation.id,
+               account_id: account.id,
+               inbox_id: inbox.id,
+               event_start_time: creation_time,
+               event_end_time: bot_resolution_time)
+
+        # Reopened event
+        create(:reporting_event,
+               name: 'conversation_opened',
+               conversation_id: conversation.id,
+               account_id: account.id,
+               inbox_id: inbox.id,
+               value: (reopening_time - bot_resolution_time).to_i,
+               event_start_time: bot_resolution_time,
+               event_end_time: reopening_time)
+      end
+
+      it 'returns the reopening event time, not the creation time' do
+        # This is the key test: last_non_human_activity should return the reopening time
+        # so that first response time is calculated from when the conversation was reopened,
+        # not from when it was originally created
+        expect(helper.last_non_human_activity(conversation).to_i).to eq(reopening_time.to_i)
+
+        # Verify it's not returning the creation time or bot resolution time
+        expect(helper.last_non_human_activity(conversation).to_i).not_to eq(creation_time.to_i)
+        expect(helper.last_non_human_activity(conversation).to_i).not_to eq(bot_resolution_time.to_i)
+      end
+    end
+
+    context 'when conversation has multiple types of events' do
+      let(:opened_event_time) { 1.hour.ago }
+
+      before do
+        create(:reporting_event,
+               name: 'conversation_bot_resolved',
+               conversation_id: conversation.id,
+               account_id: account.id,
+               inbox_id: inbox.id,
+               event_end_time: 4.hours.ago)
+
+        create(:reporting_event,
+               name: 'conversation_bot_handoff',
+               conversation_id: conversation.id,
+               account_id: account.id,
+               inbox_id: inbox.id,
+               event_end_time: 3.hours.ago)
+
+        create(:reporting_event,
+               name: 'conversation_opened',
+               conversation_id: conversation.id,
+               account_id: account.id,
+               inbox_id: inbox.id,
+               event_end_time: opened_event_time)
+      end
+
+      it 'returns the most recent handoff or opened event' do
+        # opened_event is more recent than handoff_event
+        expect(helper.last_non_human_activity(conversation).to_i).to eq(opened_event_time.to_i)
+      end
+    end
+
+    context 'when conversation has multiple reopenings' do
+      let(:third_opened_time) { 30.minutes.ago }
+
+      before do
+        create(:reporting_event,
+               name: 'conversation_opened',
+               conversation_id: conversation.id,
+               account_id: account.id,
+               inbox_id: inbox.id,
+               value: 0,
+               event_end_time: 5.days.ago)
+
+        create(:reporting_event,
+               name: 'conversation_opened',
+               conversation_id: conversation.id,
+               account_id: account.id,
+               inbox_id: inbox.id,
+               value: 3600,
+               event_end_time: 2.days.ago)
+
+        create(:reporting_event,
+               name: 'conversation_opened',
+               conversation_id: conversation.id,
+               account_id: account.id,
+               inbox_id: inbox.id,
+               value: 7200,
+               event_end_time: third_opened_time)
+      end
+
+      it 'returns the most recent opened event' do
+        expect(helper.last_non_human_activity(conversation).to_i).to eq(third_opened_time.to_i)
+      end
+    end
+  end
+end

spec/listeners/reporting_event_listener_spec.rb

@@ -267,4 +267,177 @@ describe ReportingEventListener do
       end
     end
   end
+
+  describe '#conversation_opened' do
+    context 'when conversation is opened for the first time' do
+      let(:new_conversation) { create(:conversation, account: account, inbox: inbox, assignee: user) }
+
+      it 'creates conversation_opened event with value 0' do
+        expect(account.reporting_events.where(name: 'conversation_opened').count).to be 0
+        event = Events::Base.new('conversation.opened', Time.zone.now, conversation: new_conversation)
+        listener.conversation_opened(event)
+        expect(account.reporting_events.where(name: 'conversation_opened').count).to be 1
+
+        opened_event = account.reporting_events.where(name: 'conversation_opened').first
+        expect(opened_event.value).to eq 0
+        expect(opened_event.value_in_business_hours).to eq 0
+        expect(opened_event.event_start_time).to be_within(1.second).of(new_conversation.created_at)
+        expect(opened_event.event_end_time).to be_within(1.second).of(new_conversation.updated_at)
+      end
+    end
+
+    context 'when conversation is reopened after being resolved' do
+      let(:resolved_time) { 2.hours.ago }
+      let(:reopened_time) { 1.hour.ago }
+      let(:reopened_conversation) do
+        create(:conversation, account: account, inbox: inbox, assignee: user, updated_at: reopened_time)
+      end
+
+      before do
+        # Create a resolved event first
+        create(:reporting_event,
+               name: 'conversation_resolved',
+               account_id: account.id,
+               inbox_id: inbox.id,
+               conversation_id: reopened_conversation.id,
+               user_id: user.id,
+               value: 3600,
+               event_start_time: reopened_conversation.created_at,
+               event_end_time: resolved_time)
+      end
+
+      it 'creates conversation_opened event' do
+        expect(account.reporting_events.where(name: 'conversation_opened').count).to be 0
+        event = Events::Base.new('conversation.opened', reopened_time, conversation: reopened_conversation)
+        listener.conversation_opened(event)
+        expect(account.reporting_events.where(name: 'conversation_opened').count).to be 1
+      end
+
+      it 'calculates correct time since resolution' do
+        event = Events::Base.new('conversation.opened', reopened_time, conversation: reopened_conversation)
+        listener.conversation_opened(event)
+
+        reopened_event = account.reporting_events.where(name: 'conversation_opened').first
+        expect(reopened_event.value).to be_within(1).of(3600) # 1 hour = 3600 seconds
+        expect(reopened_event.event_start_time).to be_within(1.second).of(resolved_time)
+        expect(reopened_event.event_end_time).to be_within(1.second).of(reopened_time)
+      end
+
+      it 'sets correct attributes for conversation_opened event' do
+        event = Events::Base.new('conversation.opened', reopened_time, conversation: reopened_conversation)
+        listener.conversation_opened(event)
+
+        reopened_event = account.reporting_events.where(name: 'conversation_opened').first
+        expect(reopened_event.account_id).to eq(account.id)
+        expect(reopened_event.inbox_id).to eq(inbox.id)
+        expect(reopened_event.conversation_id).to eq(reopened_conversation.id)
+        expect(reopened_event.user_id).to eq(user.id)
+      end
+
+      context 'when business hours enabled for inbox' do
+        let(:resolved_time) { Time.zone.parse('March 20, 2022 12:00') }
+        let(:reopened_time) { Time.zone.parse('March 21, 2022 14:00') }
+        let!(:business_hours_inbox) { create(:inbox, working_hours_enabled: true, account: account) }
+        let!(:business_hours_conversation) do
+          create(:conversation, account: account, inbox: business_hours_inbox, assignee: user, updated_at: reopened_time)
+        end
+
+        before do
+          create(:reporting_event,
+                 name: 'conversation_resolved',
+                 account_id: account.id,
+                 inbox_id: business_hours_inbox.id,
+                 conversation_id: business_hours_conversation.id,
+                 user_id: user.id,
+                 value: 3600,
+                 event_start_time: business_hours_conversation.created_at,
+                 event_end_time: resolved_time)
+        end
+
+        it 'creates conversation_opened event with business hour value' do
+          event = Events::Base.new('conversation.opened', reopened_time, conversation: business_hours_conversation)
+          listener.conversation_opened(event)
+
+          reopened_event = account.reporting_events.where(name: 'conversation_opened').first
+          expect(reopened_event.value_in_business_hours).to be 18_000.0 # 5 business hours (26 hours total - 21 non-business hours)
+        end
+      end
+    end
+
+    context 'when conversation has multiple resolutions' do
+      let(:first_resolved_time) { 3.hours.ago }
+      let(:second_resolved_time) { 1.hour.ago }
+      let(:reopened_time) { 30.minutes.ago }
+      let(:multiple_resolution_conversation) do
+        create(:conversation, account: account, inbox: inbox, assignee: user, updated_at: reopened_time)
+      end
+
+      before do
+        # Create first resolved event
+        create(:reporting_event,
+               name: 'conversation_resolved',
+               account_id: account.id,
+               inbox_id: inbox.id,
+               conversation_id: multiple_resolution_conversation.id,
+               user_id: user.id,
+               value: 3600,
+               event_start_time: multiple_resolution_conversation.created_at,
+               event_end_time: first_resolved_time)
+
+        # Create second resolved event (more recent)
+        create(:reporting_event,
+               name: 'conversation_resolved',
+               account_id: account.id,
+               inbox_id: inbox.id,
+               conversation_id: multiple_resolution_conversation.id,
+               user_id: user.id,
+               value: 1800,
+               event_start_time: first_resolved_time,
+               event_end_time: second_resolved_time)
+      end
+
+      it 'uses the most recent resolved event for calculation' do
+        event = Events::Base.new('conversation.opened', reopened_time, conversation: multiple_resolution_conversation)
+        listener.conversation_opened(event)
+
+        reopened_event = account.reporting_events.where(name: 'conversation_opened').first
+        expect(reopened_event.value).to be_within(1).of(1800) # 30 minutes from second resolution
+        expect(reopened_event.event_start_time).to be_within(1.second).of(second_resolved_time)
+      end
+    end
+
+    context 'when agent bot resolves and conversation is reopened' do
+      # This implicitly tests that the first_response time is correctly calculated
+      # By checking that a conversation reopened event is created with the correct values
+      let(:agent_bot) { create(:agent_bot, account: account) }
+      let(:agent_bot_inbox) { create(:inbox, account: account) }
+      let(:bot_resolved_time) { 2.hours.ago }
+      let(:reopened_time) { 1.hour.ago }
+      let(:bot_conversation) do
+        create(:conversation, account: account, inbox: agent_bot_inbox, assignee: user, updated_at: reopened_time)
+      end
+
+      before do
+        create(:agent_bot_inbox, agent_bot: agent_bot, inbox: agent_bot_inbox)
+
+        create(:reporting_event,
+               name: 'conversation_resolved',
+               account_id: account.id,
+               inbox_id: agent_bot_inbox.id,
+               conversation_id: bot_conversation.id,
+               user_id: user.id,
+               event_end_time: bot_resolved_time)
+      end
+
+      it 'creates conversation_opened event for agent bot reopening' do
+        event = Events::Base.new('conversation.opened', reopened_time, conversation: bot_conversation)
+        listener.conversation_opened(event)
+
+        reopened_event = account.reporting_events.where(name: 'conversation_opened').first
+        expect(reopened_event.value).to be_within(1).of(3600) # 1 hour since resolution
+        expect(reopened_event.event_start_time).to be_within(1.second).of(bot_resolved_time)
+        expect(reopened_event.event_end_time).to be_within(1.second).of(reopened_time)
+      end
+    end
+  end
 end