b7f3f72b9c
This PR fixes the reply time calculation for reopened conversations. Previously, when a customer sent a message to reopen a resolved conversation, the reply time metric would be calculated incorrectly because the `waiting_since` timestamp was not properly set before the reply event was dispatched. This would create a case where you'd have reporting events like the following ``` [[33955732, "reply_time", 19.0], [33955847, "reply_time", 24.0], [33955666, "reply_time", 89.0], [33955530, "conversation_bot_handoff", 4.0], [33955567, "first_response", 42.0], [33955745, "reply_time", 21.0], [33955934, "reply_time", 49.0], [33955906, "reply_time", 121.0], [33987938, "conversation_resolved", 26285.0], [35571005, "reply_time", 985492.0]] ``` Note the `reply_time` after `conversation_resolved` The fix ensures that `waiting_since` is correctly updated when conversations are reopened, either through incoming messages or manual status changes, resulting in accurate reply time metrics that measure only the time from the customer's new message to the agent's response. ## Type of change Please delete options that are not relevant. - [x] Bug fix (non-breaking change which fixes an issue) ## How Has This Been Tested? The changes have been tested with comprehensive specs that verify: 1. **Reply time calculation after conversation reopening** - Ensures correct timestamps are used when calculating reply times for reopened conversations 2. **Waiting since updates on status changes** - Verifies that `waiting_since` is properly set when conversation status changes from resolved to open 3. **Test the happy path** - Happy path is tested to ensure the `reply_time` and `first_response_time` is correctly calculated Test instructions: 1. Create a conversation with the last message from a customer and resolve it 2. Have an agent reopen it and reply to it 4. When an agent replies, verify that the agent reply_time event is not created for this message To fix any existing data, I've written a small script: https://gist.github.com/scmmishra/fdf458863f2d971978327bbfd5232d0c --------- Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>
38 KiB
38 KiB