feat: Assignment service (v2) (#12320)
## Linear Link ## Description This PR introduces a new robust auto-assignment system for conversations in Chatwoot. The system replaces the existing round-robin assignment with a more sophisticated service-based architecture that supports multiple assignment strategies, rate limiting, and Enterprise features like capacity-based assignment and balanced distribution. ## Type of change - [ ] New feature (non-breaking change which adds functionality) ## How Has This Been Tested? - Unit test cases - Test conversations getting assigned on status change to open - Test the job directly via rails console ## Checklist: - [ ] My code follows the style guidelines of this project - [ ] I have performed a self-review of my code - [ ] I have commented on my code, particularly in hard-to-understand areas - [ ] I have made corresponding changes to the documentation - [ ] My changes generate no new warnings - [ ] I have added tests that prove my fix is effective or that my feature works - [ ] New and existing unit tests pass locally with my changes - [ ] Any dependent changes have been merged and published in downstream modules <!-- CURSOR_SUMMARY --> --- > [!NOTE] > Adds a new service-based auto-assignment system with scheduled jobs, rate limiting, enterprise capacity/balanced selection, and wiring via inbox/handler; includes Redis helpers and comprehensive tests. > > - **Auto-assignment v2 (core services)**: > - Add `AutoAssignment::AssignmentService` with bulk assignment, configurable conversation priority, RR selection, and per-agent rate limiting via `AutoAssignment::RateLimiter`. > - Add `AutoAssignment::RoundRobinSelector` for agent selection. > - **Jobs & scheduling**: > - Add `AutoAssignment::AssignmentJob` (per-inbox bulk assign; env-based limit) and `AutoAssignment::PeriodicAssignmentJob` (batch over accounts/inboxes). > - Schedule periodic run in `config/schedule.yml` (`periodic_assignment_job`). > - **Model/concerns wiring**: > - Include `InboxAgentAvailability` in `Inbox`; add `Inbox#auto_assignment_v2_enabled?`. > - Update `AutoAssignmentHandler` to trigger v2 job when `auto_assignment_v2_enabled?`, else fallback to legacy. > - **Enterprise extensions**: > - Add `Enterprise::InboxAgentAvailability` (capacity-aware filtering) and `Enterprise::Concerns::Inbox` association `inbox_capacity_limits`. > - Extend service via `Enterprise::AutoAssignment::AssignmentService` (policy-driven config, capacity filtering, exclusion rules) and add selectors/services: `BalancedSelector`, `CapacityService`. > - **Infrastructure**: > - Enhance `Redis::Alfred` with `expire`, key scan/count, and extended ZSET helpers (`zadd`, `zcount`, `zcard`, `zrangebyscore`). > - **Tests**: > - Add specs for jobs, core service, rate limiter, RR selector, and enterprise features (capacity, balanced selection, exclusions). > > <sup>Written by [Cursor Bugbot](https://cursor.com/dashboard?tab=bugbot) for commit 0ebe187c8aea73765b0122a44b18d6f465c2477f. This will update automatically on new commits. Configure [here](https://cursor.com/dashboard?tab=bugbot).</sup> <!-- /CURSOR_SUMMARY --> --------- Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com> Co-authored-by: Shivam Mishra <scm.mymail@gmail.com>
This commit is contained in:
Tanmay Deep Sharma
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GitHub
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310
spec/services/auto_assignment/assignment_service_spec.rb
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310
spec/services/auto_assignment/assignment_service_spec.rb
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require 'rails_helper'
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RSpec.describe AutoAssignment::AssignmentService do
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let(:account) { create(:account) }
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let(:assignment_policy) { create(:assignment_policy, account: account, enabled: true) }
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let(:inbox) { create(:inbox, account: account, enable_auto_assignment: true) }
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let(:service) { described_class.new(inbox: inbox) }
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let(:agent) { create(:user, account: account, role: :agent, availability: :online) }
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let(:agent2) { create(:user, account: account, role: :agent, availability: :online) }
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let(:conversation) { create(:conversation, inbox: inbox, assignee: nil) }
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before do
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# Enable assignment_v2 feature for the account
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allow(account).to receive(:feature_enabled?).with('assignment_v2').and_return(true)
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# Link inbox to assignment policy
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create(:inbox_assignment_policy, inbox: inbox, assignment_policy: assignment_policy)
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create(:inbox_member, inbox: inbox, user: agent)
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end
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describe '#perform_bulk_assignment' do
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context 'when auto assignment is enabled' do
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let(:rate_limiter) { instance_double(AutoAssignment::RateLimiter) }
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before do
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allow(OnlineStatusTracker).to receive(:get_available_users).and_return({ agent.id.to_s => 'online' })
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# Mock RoundRobinSelector to return the agent
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round_robin_selector = instance_double(AutoAssignment::RoundRobinSelector)
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allow(AutoAssignment::RoundRobinSelector).to receive(:new).and_return(round_robin_selector)
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allow(round_robin_selector).to receive(:select_agent).and_return(agent)
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# Mock RateLimiter to allow all assignments by default
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allow(AutoAssignment::RateLimiter).to receive(:new).and_return(rate_limiter)
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allow(rate_limiter).to receive(:within_limit?).and_return(true)
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allow(rate_limiter).to receive(:track_assignment)
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end
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it 'assigns conversations to available agents' do
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# Create conversation and ensure it's unassigned
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conv = create(:conversation, inbox: inbox, status: 'open')
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conv.update!(assignee_id: nil)
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assigned_count = service.perform_bulk_assignment(limit: 1)
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expect(assigned_count).to eq(1)
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expect(conv.reload.assignee).to eq(agent)
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end
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it 'returns 0 when no agents are online' do
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allow(OnlineStatusTracker).to receive(:get_available_users).and_return({})
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assigned_count = service.perform_bulk_assignment(limit: 1)
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expect(assigned_count).to eq(0)
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expect(conversation.reload.assignee).to be_nil
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end
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it 'respects the limit parameter' do
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3.times do
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conv = create(:conversation, inbox: inbox, status: 'open')
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conv.update!(assignee_id: nil)
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end
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assigned_count = service.perform_bulk_assignment(limit: 2)
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expect(assigned_count).to eq(2)
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expect(inbox.conversations.unassigned.count).to eq(1)
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end
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it 'only assigns open conversations' do
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conversation # ensure it exists
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conversation.update!(assignee_id: nil)
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resolved_conversation = create(:conversation, inbox: inbox, status: 'resolved')
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resolved_conversation.update!(assignee_id: nil)
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service.perform_bulk_assignment(limit: 10)
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expect(conversation.reload.assignee).to eq(agent)
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expect(resolved_conversation.reload.assignee).to be_nil
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end
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it 'does not reassign already assigned conversations' do
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conversation # ensure it exists
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conversation.update!(assignee_id: nil)
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assigned_conversation = create(:conversation, inbox: inbox, assignee: agent)
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unassigned_conversation = create(:conversation, inbox: inbox, status: 'open')
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unassigned_conversation.update!(assignee_id: nil)
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assigned_count = service.perform_bulk_assignment(limit: 10)
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expect(assigned_count).to eq(2) # conversation + unassigned_conversation
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expect(assigned_conversation.reload.assignee).to eq(agent)
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expect(unassigned_conversation.reload.assignee).to eq(agent)
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end
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it 'dispatches assignee changed event' do
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conversation # ensure it exists
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conversation.update!(assignee_id: nil)
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# The conversation model also dispatches a conversation.updated event
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allow(Rails.configuration.dispatcher).to receive(:dispatch)
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expect(Rails.configuration.dispatcher).to receive(:dispatch).with(
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Events::Types::ASSIGNEE_CHANGED,
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anything,
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hash_including(conversation: conversation, user: agent)
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)
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service.perform_bulk_assignment(limit: 1)
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end
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end
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context 'when auto assignment is disabled' do
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before { assignment_policy.update!(enabled: false) }
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it 'returns 0 without processing' do
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assigned_count = service.perform_bulk_assignment(limit: 10)
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expect(assigned_count).to eq(0)
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expect(conversation.reload.assignee).to be_nil
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end
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end
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context 'with conversation priority' do
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let(:rate_limiter) { instance_double(AutoAssignment::RateLimiter) }
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before do
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allow(OnlineStatusTracker).to receive(:get_available_users).and_return({ agent.id.to_s => 'online' })
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# Mock RoundRobinSelector to return the agent
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round_robin_selector = instance_double(AutoAssignment::RoundRobinSelector)
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allow(AutoAssignment::RoundRobinSelector).to receive(:new).and_return(round_robin_selector)
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allow(round_robin_selector).to receive(:select_agent).and_return(agent)
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# Mock RateLimiter to allow all assignments by default
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allow(AutoAssignment::RateLimiter).to receive(:new).and_return(rate_limiter)
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allow(rate_limiter).to receive(:within_limit?).and_return(true)
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allow(rate_limiter).to receive(:track_assignment)
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end
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context 'when priority is longest_waiting' do
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before do
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allow(inbox).to receive(:auto_assignment_config).and_return({ 'conversation_priority' => 'longest_waiting' })
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end
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it 'assigns conversations with oldest last_activity_at first' do
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old_conversation = create(:conversation,
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inbox: inbox,
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status: 'open',
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created_at: 2.hours.ago,
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last_activity_at: 2.hours.ago)
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old_conversation.update!(assignee_id: nil)
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new_conversation = create(:conversation,
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inbox: inbox,
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status: 'open',
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created_at: 1.hour.ago,
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last_activity_at: 1.hour.ago)
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new_conversation.update!(assignee_id: nil)
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service.perform_bulk_assignment(limit: 1)
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expect(old_conversation.reload.assignee).to eq(agent)
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expect(new_conversation.reload.assignee).to be_nil
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end
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end
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context 'when priority is default' do
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it 'assigns conversations by created_at' do
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old_conversation = create(:conversation, inbox: inbox, status: 'open', created_at: 2.hours.ago)
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old_conversation.update!(assignee_id: nil)
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new_conversation = create(:conversation, inbox: inbox, status: 'open', created_at: 1.hour.ago)
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new_conversation.update!(assignee_id: nil)
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service.perform_bulk_assignment(limit: 1)
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expect(old_conversation.reload.assignee).to eq(agent)
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expect(new_conversation.reload.assignee).to be_nil
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end
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end
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end
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context 'with fair distribution' do
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before do
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create(:inbox_member, inbox: inbox, user: agent2)
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allow(OnlineStatusTracker).to receive(:get_available_users).and_return({
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agent.id.to_s => 'online',
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agent2.id.to_s => 'online'
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})
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end
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context 'when fair distribution is enabled' do
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before do
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allow(inbox).to receive(:auto_assignment_config).and_return({
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'fair_distribution_limit' => 2,
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'fair_distribution_window' => 3600
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})
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end
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it 'respects the assignment limit per agent' do
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# Mock RoundRobinSelector to select agent2
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round_robin_selector = instance_double(AutoAssignment::RoundRobinSelector)
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allow(AutoAssignment::RoundRobinSelector).to receive(:new).and_return(round_robin_selector)
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allow(round_robin_selector).to receive(:select_agent).and_return(agent2)
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# Mock agent1 at limit, agent2 not at limit
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agent1_limiter = instance_double(AutoAssignment::RateLimiter)
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agent2_limiter = instance_double(AutoAssignment::RateLimiter)
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allow(AutoAssignment::RateLimiter).to receive(:new).with(inbox: inbox, agent: agent).and_return(agent1_limiter)
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allow(AutoAssignment::RateLimiter).to receive(:new).with(inbox: inbox, agent: agent2).and_return(agent2_limiter)
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allow(agent1_limiter).to receive(:within_limit?).and_return(false)
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allow(agent2_limiter).to receive(:within_limit?).and_return(true)
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allow(agent2_limiter).to receive(:track_assignment)
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unassigned_conversation = create(:conversation, inbox: inbox, status: 'open')
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unassigned_conversation.update!(assignee_id: nil)
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service.perform_bulk_assignment(limit: 1)
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expect(unassigned_conversation.reload.assignee).to eq(agent2)
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end
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it 'tracks assignments in Redis' do
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conversation # ensure it exists
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conversation.update!(assignee_id: nil)
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# Mock RoundRobinSelector
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round_robin_selector = instance_double(AutoAssignment::RoundRobinSelector)
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allow(AutoAssignment::RoundRobinSelector).to receive(:new).and_return(round_robin_selector)
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allow(round_robin_selector).to receive(:select_agent).and_return(agent)
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limiter = instance_double(AutoAssignment::RateLimiter)
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allow(AutoAssignment::RateLimiter).to receive(:new).and_return(limiter)
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allow(limiter).to receive(:within_limit?).and_return(true)
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expect(limiter).to receive(:track_assignment)
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service.perform_bulk_assignment(limit: 1)
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end
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it 'allows assignments after window expires' do
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# Mock RoundRobinSelector
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round_robin_selector = instance_double(AutoAssignment::RoundRobinSelector)
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allow(AutoAssignment::RoundRobinSelector).to receive(:new).and_return(round_robin_selector)
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allow(round_robin_selector).to receive(:select_agent).and_return(agent, agent2)
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# Mock RateLimiter to allow all
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limiter = instance_double(AutoAssignment::RateLimiter)
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allow(AutoAssignment::RateLimiter).to receive(:new).and_return(limiter)
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allow(limiter).to receive(:within_limit?).and_return(true)
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allow(limiter).to receive(:track_assignment)
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# Simulate time passing for rate limit window
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freeze_time do
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2.times do
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conversation_new = create(:conversation, inbox: inbox, status: 'open')
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conversation_new.update!(assignee_id: nil)
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service.perform_bulk_assignment(limit: 1)
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expect(conversation_new.reload.assignee).not_to be_nil
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end
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end
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# Move forward past the window
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travel_to(2.hours.from_now) do
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new_conversation = create(:conversation, inbox: inbox, status: 'open')
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new_conversation.update!(assignee_id: nil)
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service.perform_bulk_assignment(limit: 1)
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expect(new_conversation.reload.assignee).not_to be_nil
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end
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end
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end
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context 'when fair distribution is disabled' do
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it 'assigns without rate limiting' do
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5.times do
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conv = create(:conversation, inbox: inbox, status: 'open')
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conv.update!(assignee_id: nil)
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end
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# Mock RoundRobinSelector
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round_robin_selector = instance_double(AutoAssignment::RoundRobinSelector)
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allow(AutoAssignment::RoundRobinSelector).to receive(:new).and_return(round_robin_selector)
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allow(round_robin_selector).to receive(:select_agent).and_return(agent)
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# Mock RateLimiter to allow all
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limiter = instance_double(AutoAssignment::RateLimiter)
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allow(AutoAssignment::RateLimiter).to receive(:new).and_return(limiter)
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allow(limiter).to receive(:within_limit?).and_return(true)
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allow(limiter).to receive(:track_assignment)
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assigned_count = service.perform_bulk_assignment(limit: 5)
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expect(assigned_count).to eq(5)
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end
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end
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context 'with round robin assignment' do
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it 'distributes conversations evenly among agents' do
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conversations = Array.new(4) { create(:conversation, inbox: inbox, assignee: nil) }
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service.perform_bulk_assignment(limit: 4)
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agent1_count = conversations.count { |c| c.reload.assignee == agent }
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agent2_count = conversations.count { |c| c.reload.assignee == agent2 }
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# Should be distributed evenly (2 each) or close to even (3 and 1)
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expect([agent1_count, agent2_count].sort).to eq([2, 2]).or(eq([1, 3]))
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end
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end
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end
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end
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end
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167
spec/services/auto_assignment/rate_limiter_spec.rb
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167
spec/services/auto_assignment/rate_limiter_spec.rb
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require 'rails_helper'
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RSpec.describe AutoAssignment::RateLimiter do
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# Stub Math methods for testing when assignment_policy is nil
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# rubocop:disable RSpec/BeforeAfterAll, RSpec/InstanceVariable
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before(:all) do
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@math_had_positive = Math.respond_to?(:positive?)
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Math.define_singleton_method(:positive?) { false } unless @math_had_positive
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end
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after(:all) do
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Math.singleton_class.send(:remove_method, :positive?) unless @math_had_positive
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end
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# rubocop:enable RSpec/BeforeAfterAll, RSpec/InstanceVariable
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let(:account) { create(:account) }
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let(:inbox) { create(:inbox, account: account) }
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let(:agent) { create(:user, account: account, role: :agent) }
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let(:conversation) { create(:conversation, inbox: inbox) }
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let(:rate_limiter) { described_class.new(inbox: inbox, agent: agent) }
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describe '#within_limit?' do
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context 'when rate limiting is not enabled' do
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before do
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allow(inbox).to receive(:assignment_policy).and_return(nil)
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end
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it 'returns true' do
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expect(rate_limiter.within_limit?).to be true
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end
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end
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context 'when rate limiting is enabled' do
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let(:assignment_policy) do
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instance_double(AssignmentPolicy,
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fair_distribution_limit: 5,
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fair_distribution_window: 3600)
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end
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before do
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allow(inbox).to receive(:assignment_policy).and_return(assignment_policy)
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end
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it 'returns true when under the limit' do
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allow(rate_limiter).to receive(:current_count).and_return(3)
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expect(rate_limiter.within_limit?).to be true
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end
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it 'returns false when at or over the limit' do
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allow(rate_limiter).to receive(:current_count).and_return(5)
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expect(rate_limiter.within_limit?).to be false
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end
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end
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end
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describe '#track_assignment' do
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context 'when rate limiting is not enabled' do
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before do
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allow(inbox).to receive(:assignment_policy).and_return(nil)
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end
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it 'does not track the assignment' do
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expect(Redis::Alfred).not_to receive(:set)
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rate_limiter.track_assignment(conversation)
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end
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end
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context 'when rate limiting is enabled' do
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let(:assignment_policy) do
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instance_double(AssignmentPolicy,
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fair_distribution_limit: 5,
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fair_distribution_window: 3600)
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end
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before do
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allow(inbox).to receive(:assignment_policy).and_return(assignment_policy)
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end
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it 'creates a Redis key with correct expiry' do
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expected_key = format(Redis::RedisKeys::ASSIGNMENT_KEY, inbox_id: inbox.id, agent_id: agent.id, conversation_id: conversation.id)
|
||||
expect(Redis::Alfred).to receive(:set).with(
|
||||
expected_key,
|
||||
conversation.id.to_s,
|
||||
ex: 3600
|
||||
)
|
||||
rate_limiter.track_assignment(conversation)
|
||||
end
|
||||
end
|
||||
end
|
||||
|
||||
describe '#current_count' do
|
||||
context 'when rate limiting is not enabled' do
|
||||
before do
|
||||
allow(inbox).to receive(:assignment_policy).and_return(nil)
|
||||
end
|
||||
|
||||
it 'returns 0' do
|
||||
expect(rate_limiter.current_count).to eq(0)
|
||||
end
|
||||
end
|
||||
|
||||
context 'when rate limiting is enabled' do
|
||||
let(:assignment_policy) do
|
||||
instance_double(AssignmentPolicy,
|
||||
fair_distribution_limit: 5,
|
||||
fair_distribution_window: 3600)
|
||||
end
|
||||
|
||||
before do
|
||||
allow(inbox).to receive(:assignment_policy).and_return(assignment_policy)
|
||||
end
|
||||
|
||||
it 'counts matching Redis keys' do
|
||||
pattern = format(Redis::RedisKeys::ASSIGNMENT_KEY_PATTERN, inbox_id: inbox.id, agent_id: agent.id)
|
||||
allow(Redis::Alfred).to receive(:keys_count).with(pattern).and_return(3)
|
||||
|
||||
expect(rate_limiter.current_count).to eq(3)
|
||||
end
|
||||
end
|
||||
end
|
||||
|
||||
describe 'configuration' do
|
||||
context 'with custom window' do
|
||||
let(:assignment_policy) do
|
||||
instance_double(AssignmentPolicy,
|
||||
fair_distribution_limit: 10,
|
||||
fair_distribution_window: 7200)
|
||||
end
|
||||
|
||||
before do
|
||||
allow(inbox).to receive(:assignment_policy).and_return(assignment_policy)
|
||||
end
|
||||
|
||||
it 'uses the custom window value' do
|
||||
expected_key = format(Redis::RedisKeys::ASSIGNMENT_KEY, inbox_id: inbox.id, agent_id: agent.id, conversation_id: conversation.id)
|
||||
expect(Redis::Alfred).to receive(:set).with(
|
||||
expected_key,
|
||||
conversation.id.to_s,
|
||||
ex: 7200
|
||||
)
|
||||
rate_limiter.track_assignment(conversation)
|
||||
end
|
||||
end
|
||||
|
||||
context 'without custom window' do
|
||||
let(:assignment_policy) do
|
||||
instance_double(AssignmentPolicy,
|
||||
fair_distribution_limit: 10,
|
||||
fair_distribution_window: nil)
|
||||
end
|
||||
|
||||
before do
|
||||
allow(inbox).to receive(:assignment_policy).and_return(assignment_policy)
|
||||
end
|
||||
|
||||
it 'uses the default window value of 24 hours' do
|
||||
expected_key = format(Redis::RedisKeys::ASSIGNMENT_KEY, inbox_id: inbox.id, agent_id: agent.id, conversation_id: conversation.id)
|
||||
expect(Redis::Alfred).to receive(:set).with(
|
||||
expected_key,
|
||||
conversation.id.to_s,
|
||||
ex: 86_400
|
||||
)
|
||||
rate_limiter.track_assignment(conversation)
|
||||
end
|
||||
end
|
||||
end
|
||||
end
|
||||
78
spec/services/auto_assignment/round_robin_selector_spec.rb
Normal file
78
spec/services/auto_assignment/round_robin_selector_spec.rb
Normal file
@@ -0,0 +1,78 @@
|
||||
require 'rails_helper'
|
||||
|
||||
RSpec.describe AutoAssignment::RoundRobinSelector do
|
||||
let(:account) { create(:account) }
|
||||
let(:inbox) { create(:inbox, account: account) }
|
||||
let(:selector) { described_class.new(inbox: inbox) }
|
||||
let(:agent1) { create(:user, account: account, role: :agent, availability: :online) }
|
||||
let(:agent2) { create(:user, account: account, role: :agent, availability: :online) }
|
||||
let(:agent3) { create(:user, account: account, role: :agent, availability: :online) }
|
||||
|
||||
let(:round_robin_service) { instance_double(AutoAssignment::InboxRoundRobinService) }
|
||||
|
||||
let(:member1) do
|
||||
allow(AutoAssignment::InboxRoundRobinService).to receive(:new).and_return(round_robin_service)
|
||||
allow(round_robin_service).to receive(:add_agent_to_queue)
|
||||
create(:inbox_member, inbox: inbox, user: agent1)
|
||||
end
|
||||
|
||||
let(:member2) do
|
||||
allow(AutoAssignment::InboxRoundRobinService).to receive(:new).and_return(round_robin_service)
|
||||
allow(round_robin_service).to receive(:add_agent_to_queue)
|
||||
create(:inbox_member, inbox: inbox, user: agent2)
|
||||
end
|
||||
|
||||
let(:member3) do
|
||||
allow(AutoAssignment::InboxRoundRobinService).to receive(:new).and_return(round_robin_service)
|
||||
allow(round_robin_service).to receive(:add_agent_to_queue)
|
||||
create(:inbox_member, inbox: inbox, user: agent3)
|
||||
end
|
||||
|
||||
before do
|
||||
# Mock the round robin service to avoid Redis calls
|
||||
allow(AutoAssignment::InboxRoundRobinService).to receive(:new).and_return(round_robin_service)
|
||||
allow(round_robin_service).to receive(:add_agent_to_queue)
|
||||
allow(round_robin_service).to receive(:reset_queue)
|
||||
allow(round_robin_service).to receive(:validate_queue?).and_return(true)
|
||||
end
|
||||
|
||||
describe '#select_agent' do
|
||||
context 'when agents are available' do
|
||||
let(:available_agents) { [member1, member2, member3] }
|
||||
|
||||
it 'returns an agent from the available list' do
|
||||
allow(round_robin_service).to receive(:available_agent).and_return(agent1)
|
||||
|
||||
selected_agent = selector.select_agent(available_agents)
|
||||
|
||||
expect(selected_agent).not_to be_nil
|
||||
expect([agent1, agent2, agent3]).to include(selected_agent)
|
||||
end
|
||||
|
||||
it 'uses round robin service for selection' do
|
||||
expect(round_robin_service).to receive(:available_agent).with(
|
||||
allowed_agent_ids: [agent1.id.to_s, agent2.id.to_s, agent3.id.to_s]
|
||||
).and_return(agent1)
|
||||
|
||||
selected_agent = selector.select_agent(available_agents)
|
||||
expect(selected_agent).to eq(agent1)
|
||||
end
|
||||
end
|
||||
|
||||
context 'when no agents are available' do
|
||||
it 'returns nil' do
|
||||
selected_agent = selector.select_agent([])
|
||||
expect(selected_agent).to be_nil
|
||||
end
|
||||
end
|
||||
|
||||
context 'when one agent is available' do
|
||||
it 'returns that agent' do
|
||||
allow(round_robin_service).to receive(:available_agent).and_return(agent1)
|
||||
|
||||
selected_agent = selector.select_agent([member1])
|
||||
expect(selected_agent).to eq(agent1)
|
||||
end
|
||||
end
|
||||
end
|
||||
end
|
||||
Reference in New Issue
Block a user