feat: Include resolution time and waiting time in team & agent report export (#9296)

app/helpers/api/v2/accounts/reports_helper.rb

@@ -1,7 +1,7 @@
 module Api::V2::Accounts::ReportsHelper
   def generate_agents_report
     Current.account.users.map do |agent|
-      agent_report = generate_report({ type: :agent, id: agent.id })
+      agent_report = report_builder({ type: :agent, id: agent.id }).summary
       [agent.name] + generate_readable_report_metrics(agent_report)
     end
   end
@@ -15,7 +15,7 @@ module Api::V2::Accounts::ReportsHelper
 
   def generate_teams_report
     Current.account.teams.map do |team|
-      team_report = generate_report({ type: :team, id: team.id })
+      team_report = report_builder({ type: :team, id: team.id }).summary
       [team.name] + generate_readable_report_metrics(team_report)
     end
   end
@@ -27,7 +27,7 @@ module Api::V2::Accounts::ReportsHelper
     end
   end
 
-  def generate_report(report_params)
+  def report_builder(report_params)
     V2::ReportBuilder.new(
       Current.account,
       report_params.merge(
@@ -37,7 +37,11 @@ module Api::V2::Accounts::ReportsHelper
           business_hours: ActiveModel::Type::Boolean.new.cast(params[:business_hours])
         }
       )
-    ).short_summary
+    )
+  end
+
+  def generate_report(report_params)
+    report_builder(report_params).short_summary
   end
 
   private
@@ -46,7 +50,9 @@ module Api::V2::Accounts::ReportsHelper
     [
       report_metric[:conversations_count],
       Reports::TimeFormatPresenter.new(report_metric[:avg_first_response_time]).format,
-      Reports::TimeFormatPresenter.new(report_metric[:avg_resolution_time]).format
+      Reports::TimeFormatPresenter.new(report_metric[:avg_resolution_time]).format,
+      Reports::TimeFormatPresenter.new(report_metric[:reply_time]).format,
+      report_metric[:resolutions_count]
     ]
   end
 end

app/views/api/v2/accounts/reports/agents.csv.erb

@@ -4,7 +4,9 @@
     I18n.t('reports.agent_csv.agent_name'),
     I18n.t('reports.agent_csv.conversations_count'),
     I18n.t('reports.agent_csv.avg_first_response_time'),
-    I18n.t('reports.agent_csv.avg_resolution_time')
+    I18n.t('reports.agent_csv.avg_resolution_time'),
+    I18n.t('reports.agent_csv.avg_customer_waiting_time'),
+    I18n.t('reports.agent_csv.resolution_count')
   ]
 %>
 <%= CSVSafe.generate_line headers -%>

app/views/api/v2/accounts/reports/teams.csv.erb

@@ -4,7 +4,9 @@
     I18n.t('reports.team_csv.team_name'),
     I18n.t('reports.team_csv.conversations_count'),
     I18n.t('reports.team_csv.avg_first_response_time'),
-    I18n.t('reports.team_csv.avg_resolution_time')
+    I18n.t('reports.team_csv.avg_resolution_time'),
+    I18n.t('reports.team_csv.avg_customer_waiting_time'),
+    I18n.t('reports.team_csv.resolution_count')
   ]
 %>
 <%= CSVSafe.generate_line headers -%>

config/locales/en.yml

@@ -88,6 +88,8 @@ en:
       conversations_count: Assigned conversations
       avg_first_response_time: Avg first response time
       avg_resolution_time: Avg resolution time
+      resolution_count: Resolution Count
+      avg_customer_waiting_time: Avg customer waiting time
     inbox_csv:
       inbox_name: Inbox name
       inbox_type: Inbox type
@@ -104,6 +106,8 @@ en:
       conversations_count: Conversations count
       avg_first_response_time: Avg first response time
       avg_resolution_time: Avg resolution time
+      resolution_count: Resolution Count
+      avg_customer_waiting_time: Avg customer waiting time
     conversation_traffic_csv:
       timezone: Timezone
     sla_csv: