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

config/routes.rb

@@ -212,6 +212,7 @@ Rails.application.routes.draw do
             get :inboxes
             get :labels
             get :teams
+            get :conversations
           end
         end
       end

spec/controllers/api/v2/accounts/report_controller_spec.rb

@@ -57,6 +57,68 @@ RSpec.describe 'Reports API', type: :request do
         expect(current_day_metric.length).to eq(1)
         expect(current_day_metric[0]['value']).to eq(10)
       end
+
+      it 'return conversation metrics in account level' do
+        unassigned_conversation = create(:conversation, account: account, inbox: inbox,
+                                                        assignee: nil, created_at: Time.zone.today)
+        unassigned_conversation.save!
+
+        get "/api/v2/accounts/#{account.id}/reports/conversations",
+            params: {
+              type: :account
+            },
+            headers: admin.create_new_auth_token,
+            as: :json
+
+        expect(response).to have_http_status(:success)
+        json_response = JSON.parse(response.body)
+
+        expect(json_response['open']).to eq(11)
+        expect(json_response['unattended']).to eq(11)
+        expect(json_response['unassigned']).to eq(1)
+      end
+
+      it 'return conversation metrics for user in account level' do
+        create_list(:conversation, 2, account: account, inbox: inbox,
+                                      assignee: admin, created_at: Time.zone.today)
+
+        get "/api/v2/accounts/#{account.id}/reports/conversations",
+            params: {
+              type: :agent
+            },
+            headers: admin.create_new_auth_token,
+            as: :json
+
+        expect(response).to have_http_status(:success)
+
+        json_response = JSON.parse(response.body)
+        expect(json_response.blank?).to be false
+        user_metrics = json_response.find { |item| item['user']['name'] == admin[:name] }
+        expect(user_metrics.present?).to be true
+
+        expect(user_metrics['metric']['open']).to eq(2)
+        expect(user_metrics['metric']['unattended']).to eq(2)
+      end
+
+      it 'return conversation metrics for specific user in account level' do
+        create_list(:conversation, 2, account: account, inbox: inbox,
+                                      assignee: admin, created_at: Time.zone.today)
+
+        get "/api/v2/accounts/#{account.id}/reports/conversations",
+            params: {
+              type: :agent,
+              user_id: user.id
+            },
+            headers: admin.create_new_auth_token,
+            as: :json
+
+        expect(response).to have_http_status(:success)
+
+        json_response = JSON.parse(response.body)
+        expect(json_response.blank?).to be false
+        expect(json_response[0]['metric']['open']).to eq(10)
+        expect(json_response[0]['metric']['unattended']).to eq(10)
+      end
     end
   end
 

swagger/definitions/index.yml

@@ -149,10 +149,11 @@ extended_message:
     - $ref: ./resource/extension/message/with_source_sender.yml
 
 
-## report list
-report:
-  type: array
-  description: 'array of conversation count based on date'
-  items:
-    allOf:
-      - $ref: './resource/report.yml'
+## report
+account_summary:
+  $ref: './resource/reports/summary.yml'
+agent_conversation_metrics:
+  $ref: './resource/reports/conversation/agent.yml'
+    
+    
+

swagger/definitions/resource/reports/conversation/agent.yml

@@ -0,0 +1,18 @@
+type: object
+properties:
+  user:
+    type: object
+    properties:
+      id:
+        type: number
+      name:
+        type: string
+      thumbnail:
+        type: string
+  metric:
+    type: object
+    properties:
+      open:
+        type: number
+      unattended:
+        type: number

swagger/paths/application/reports/conversation/account.yml

@@ -0,0 +1,23 @@
+tags:
+  - Reports
+operationId: get-account-conversation-metrics
+summary: Account Conversation Metrics
+description: Get conversation metrics for Account
+responses:
+  200:
+    description: Success
+    schema:
+      type: object
+      description: 'Object of account conversation metrics'
+      properties:
+        open:
+          type: number
+        unattended:
+          type: number
+        unassigned:
+          type: number
+        
+  404:
+    description: reports not found
+  403:
+    description: Access denied

swagger/paths/application/reports/conversation/agent.yml

@@ -0,0 +1,18 @@
+tags:
+  - Reports
+operationId: get-agent-conversation-metrics
+summary: Agent Conversation Metrics
+description: Get conversation metrics for Agent
+responses:
+  200:
+    description: Success
+    schema:
+      type: array
+      description: 'Array of agent based conversation metrics'
+      items:
+        $ref: '#/definitions/agent_conversation_metrics'
+        
+  404:
+    description: reports not found
+  403:
+    description: Access denied

swagger/paths/application/reports/index.yml

@@ -10,7 +10,12 @@ responses:
       type: array
       description: 'Array of date based conversation statistics'
       items:
-        $ref: '#/definitions/report'
+        type: object
+        properties:
+          value:
+            type: string
+          timestamp:
+            type: number
   404:
     description: reports not found
   403:

swagger/paths/application/reports/summary.yml

@@ -7,10 +7,8 @@ responses:
   200:
     description: Success
     schema:
-      type: array
-      description: 'Array of date based conversation statistics'
-      items:
-        $ref: '#/definitions/report'
+      description: 'Object of summary metrics'
+      $ref: '#/definitions/account_summary'
   404:
     description: reports not found
   403:

swagger/paths/index.yml

@@ -391,3 +391,35 @@
       description: The timestamp from where report should stop.
   get:
     $ref: './application/reports/summary.yml'
+
+# Conversation metrics for account
+/api/v2/accounts/{account_id}/reports/conversations:
+  parameters:
+    - $ref: '#/parameters/account_id'
+    - in: query
+      name: type
+      type: string
+      enum:
+        - account
+      required: true
+      description: Type of report
+  get:
+    $ref: './application/reports/conversation/account.yml'
+
+# Conversation metrics for agent
+/api/v2/accounts/{account_id}/reports/conversations/:
+  parameters:
+    - $ref: '#/parameters/account_id'
+    - in: query
+      name: type
+      type: string
+      enum:
+        - agent
+      required: true
+      description: Type of report
+    - in: query
+      name: user_id
+      type: string
+      description: The numeric ID of the user
+  get:
+    $ref: './application/reports/conversation/agent.yml'

swagger/swagger.json

@@ -3604,7 +3604,15 @@
               "type": "array",
               "description": "Array of date based conversation statistics",
               "items": {
-                "$ref": "#/definitions/report"
+                "type": "object",
+                "properties": {
+                  "value": {
+                    "type": "string"
+                  },
+                  "timestamp": {
+                    "type": "number"
+                  }
+                }
               }
             }
           },
@@ -3651,14 +3659,110 @@
         "operationId": "list-all-conversation-statistics-summary",
         "summary": "Get Account reports summary",
         "description": "Get Account reports summary for a specific type and date range",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "schema": {
+              "$ref": "#/definitions/account_summary"
+            }
+          },
+          "404": {
+            "description": "reports not found"
+          },
+          "403": {
+            "description": "Access denied"
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/reports/conversations": {
+      "parameters": [
+        {
+          "$ref": "#/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "type",
+          "type": "string",
+          "enum": [
+            "account"
+          ],
+          "required": true,
+          "description": "Type of report"
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-account-conversation-metrics",
+        "summary": "Account Conversation Metrics",
+        "description": "Get conversation metrics for Account",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "schema": {
+              "type": "object",
+              "description": "Object of account conversation metrics",
+              "properties": {
+                "open": {
+                  "type": "number"
+                },
+                "unattended": {
+                  "type": "number"
+                },
+                "unassigned": {
+                  "type": "number"
+                }
+              }
+            }
+          },
+          "404": {
+            "description": "reports not found"
+          },
+          "403": {
+            "description": "Access denied"
+          }
+        }
+      }
+    },
+    "/api/v2/accounts/{account_id}/reports/conversations/": {
+      "parameters": [
+        {
+          "$ref": "#/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "type",
+          "type": "string",
+          "enum": [
+            "agent"
+          ],
+          "required": true,
+          "description": "Type of report"
+        },
+        {
+          "in": "query",
+          "name": "user_id",
+          "type": "string",
+          "description": "The numeric ID of the user"
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-agent-conversation-metrics",
+        "summary": "Agent Conversation Metrics",
+        "description": "Get conversation metrics for Agent",
         "responses": {
           "200": {
             "description": "Success",
             "schema": {
               "type": "array",
-              "description": "Array of date based conversation statistics",
+              "description": "Array of agent based conversation metrics",
               "items": {
-                "$ref": "#/definitions/report"
+                "$ref": "#/definitions/agent_conversation_metrics"
               }
             }
           },
@@ -4879,58 +4983,80 @@
         }
       ]
     },
-    "report": {
-      "type": "array",
-      "description": "array of conversation count based on date",
-      "items": {
-        "allOf": [
-          {
-            "type": "object",
-            "properties": {
-              "avg_first_response_time": {
-                "type": "string"
-              },
-              "avg_resolution_time": {
-                "type": "string"
-              },
-              "conversations_count": {
-                "type": "number"
-              },
-              "incoming_messages_count": {
-                "type": "number"
-              },
-              "outgoing_messages_count": {
-                "type": "number"
-              },
-              "resolutions_count": {
-                "type": "number"
-              },
-              "previous": {
-                "type": "object",
-                "properties": {
-                  "avg_first_response_time": {
-                    "type": "string"
-                  },
-                  "avg_resolution_time": {
-                    "type": "string"
-                  },
-                  "conversations_count": {
-                    "type": "number"
-                  },
-                  "incoming_messages_count": {
-                    "type": "number"
-                  },
-                  "outgoing_messages_count": {
-                    "type": "number"
-                  },
-                  "resolutions_count": {
-                    "type": "number"
-                  }
-                }
-              }
+    "account_summary": {
+      "type": "object",
+      "properties": {
+        "avg_first_response_time": {
+          "type": "string"
+        },
+        "avg_resolution_time": {
+          "type": "string"
+        },
+        "conversations_count": {
+          "type": "number"
+        },
+        "incoming_messages_count": {
+          "type": "number"
+        },
+        "outgoing_messages_count": {
+          "type": "number"
+        },
+        "resolutions_count": {
+          "type": "number"
+        },
+        "previous": {
+          "type": "object",
+          "properties": {
+            "avg_first_response_time": {
+              "type": "string"
+            },
+            "avg_resolution_time": {
+              "type": "string"
+            },
+            "conversations_count": {
+              "type": "number"
+            },
+            "incoming_messages_count": {
+              "type": "number"
+            },
+            "outgoing_messages_count": {
+              "type": "number"
+            },
+            "resolutions_count": {
+              "type": "number"
             }
           }
-        ]
+        }
+      }
+    },
+    "agent_conversation_metrics": {
+      "type": "object",
+      "properties": {
+        "user": {
+          "type": "object",
+          "properties": {
+            "id": {
+              "type": "number"
+            },
+            "name": {
+              "type": "string"
+            },
+            "thumbnail": {
+              "type": "string"
+            }
+          }
+        },
+        "metric": {
+          "type": "object",
+          "properties": {
+            "open": {
+              "type": "number"
+            },
+            "unattended": {
+              "type": "number"
+            }
+          }
+        }
       }
     }
   },