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/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