feat: Consider business hours while generating the reports (#4330)

* feat: Consider business hours while generating the reports

Gemfile

@@ -125,6 +125,9 @@ gem 'procore-sift'
 gem 'email_reply_trimmer'
 gem 'html2text'
 
+# to calculate working hours
+gem 'working_hours'
+
 group :production, :staging do
   # we dont want request timing out in development while using byebug
   gem 'rack-timeout'

Gemfile.lock

@@ -636,6 +636,9 @@ GEM
       websocket-extensions (>= 0.1.0)
     websocket-extensions (0.1.5)
     wisper (2.0.0)
+    working_hours (1.4.1)
+      activesupport (>= 3.2)
+      tzinfo
     zeitwerk (2.5.4)
 
 PLATFORMS
@@ -746,6 +749,7 @@ DEPENDENCIES
   webpacker (~> 5.x)
   webpush
   wisper (= 2.0.0)
+  working_hours
 
 RUBY VERSION
    ruby 3.0.2p107

app/controllers/api/v2/accounts/reports_controller.rb

@@ -47,36 +47,36 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
     raise Pundit::NotAuthorizedError unless Current.account_user.administrator?
   end
 
-  def current_summary_params
+  def common_params
     {
       type: params[:type].to_sym,
       id: params[:id],
-      since: range[:current][:since],
+      group_by: params[:group_by],
-      until: range[:current][:until],
+      business_hours: ActiveModel::Type::Boolean.new.cast(params[:business_hours])
-      group_by: params[:group_by]
     }
   end
 
+  def current_summary_params
+    common_params.merge({
+                          since: range[:current][:since],
+                          until: range[:current][:until]
+                        })
+  end
+
   def previous_summary_params
-    {
+    common_params.merge({
-      type: params[:type].to_sym,
+                          since: range[:previous][:since],
-      id: params[:id],
+                          until: range[:previous][:until]
-      since: range[:previous][:since],
+                        })
-      until: range[:previous][:until],
-      group_by: params[:group_by]
-    }
   end
 
   def report_params
-    {
+    common_params.merge({
-      metric: params[:metric],
+                          metric: params[:metric],
-      type: params[:type].to_sym,
+                          since: params[:since],
-      since: params[:since],
+                          until: params[:until],
-      until: params[:until],
+                          timezone_offset: params[:timezone_offset]
-      id: params[:id],
+                        })
-      group_by: params[:group_by],
-      timezone_offset: params[:timezone_offset]
-    }
   end
 
   def conversation_params

app/helpers/report_helper.rb

@@ -33,17 +33,23 @@ module ReportHelper
   end
 
   def avg_first_response_time
-    (get_grouped_values scope.reporting_events.where(name: 'first_response')).average(:value)
+    grouped_reporting_events = (get_grouped_values scope.reporting_events.where(name: 'first_response'))
+    return grouped_reporting_events.average(:value_in_business_hours) if params[:business_hours]
+
+    grouped_reporting_events.average(:value)
   end
 
   def avg_resolution_time
-    (get_grouped_values scope.reporting_events.where(name: 'conversation_resolved')).average(:value)
+    grouped_reporting_events = (get_grouped_values scope.reporting_events.where(name: 'conversation_resolved'))
+    return grouped_reporting_events.average(:value_in_business_hours) if params[:business_hours]
+
+    grouped_reporting_events.average(:value)
   end
 
   def avg_resolution_time_summary
-    avg_rt = scope.reporting_events
+    reporting_events = scope.reporting_events
-                  .where(name: 'conversation_resolved', created_at: range)
+                            .where(name: 'conversation_resolved', created_at: range)
-                  .average(:value)
+    avg_rt = params[:business_hours] ? reporting_events.average(:value_in_business_hours) : reporting_events.average(:value)
 
     return 0 if avg_rt.blank?
 
@@ -51,9 +57,9 @@ module ReportHelper
   end
 
   def avg_first_response_time_summary
-    avg_frt = scope.reporting_events
+    reporting_events = scope.reporting_events
-                   .where(name: 'first_response', created_at: range)
+                            .where(name: 'first_response', created_at: range)
-                   .average(:value)
+    avg_frt = params[:business_hours] ? reporting_events.average(:value_in_business_hours) : reporting_events.average(:value)
 
     return 0 if avg_frt.blank?
 

app/helpers/reporting_event_helper.rb

@@ -0,0 +1,50 @@
+module ReportingEventHelper
+  def business_hours(inbox, from, to)
+    return 0 unless inbox.working_hours_enabled?
+
+    inbox_working_hours = configure_working_hours(inbox.working_hours)
+    return 0 if inbox_working_hours.blank?
+
+    # Configure working hours
+    WorkingHours::Config.working_hours = inbox_working_hours
+
+    # Configure timezone
+    WorkingHours::Config.time_zone = inbox.timezone
+
+    # Use inbox timezone to change from & to values.
+    from_in_inbox_timezone = from.in_time_zone(inbox.timezone).to_time
+    to_in_inbox_timezone = to.in_time_zone(inbox.timezone).to_time
+    from_in_inbox_timezone.working_time_until(to_in_inbox_timezone)
+  end
+
+  private
+
+  def configure_working_hours(working_hours)
+    working_hours.each_with_object({}) do |working_hour, object|
+      object[day(working_hour.day_of_week)] = working_hour_range(working_hour) unless working_hour.closed_all_day?
+    end
+  end
+
+  def day(day_of_week)
+    week_days = {
+      0 => :sun,
+      1 => :mon,
+      2 => :tue,
+      3 => :wed,
+      4 => :thu,
+      5 => :fri,
+      6 => :sat
+    }
+    week_days[day_of_week]
+  end
+
+  def working_hour_range(working_hour)
+    { format_time(working_hour.open_hour, working_hour.open_minutes) => format_time(working_hour.close_hour, working_hour.close_minutes) }
+  end
+
+  def format_time(hour, minute)
+    hour = hour < 10 ? "0#{hour}" : hour
+    minute = minute < 10 ? "0#{minute}" : minute
+    "#{hour}:#{minute}"
+  end
+end

app/javascript/dashboard/api/reports.js

@@ -8,7 +8,15 @@ class ReportsAPI extends ApiClient {
     super('reports', { accountScoped: true, apiVersion: 'v2' });
   }
 
-  getReports(metric, since, until, type = 'account', id, group_by) {
+  getReports(
+    metric,
+    since,
+    until,
+    type = 'account',
+    id,
+    group_by,
+    business_hours
+  ) {
     return axios.get(`${this.url}`, {
       params: {
         metric,
@@ -17,12 +25,13 @@ class ReportsAPI extends ApiClient {
         type,
         id,
         group_by,
+        business_hours,
         timezone_offset: getTimeOffset(),
       },
     });
   }
 
-  getSummary(since, until, type = 'account', id, group_by) {
+  getSummary(since, until, type = 'account', id, group_by, business_hours) {
     return axios.get(`${this.url}/summary`, {
       params: {
         since,
@@ -30,6 +39,7 @@ class ReportsAPI extends ApiClient {
         type,
         id,
         group_by,
+        business_hours,
       },
     });
   }

app/javascript/dashboard/assets/scss/widgets/_report.scss

@@ -78,5 +78,10 @@
       font-size: $font-size-default;
       color: $color-gray;
     }
+
+    .business-hours {
+      margin: $space-normal;
+      text-align: center;
+    }
   }
 }

app/javascript/dashboard/assets/scss/widgets/_reports.scss

@@ -25,3 +25,21 @@
   align-items: center;
   display: flex;
 }
+
+.business-hours {
+  align-items: center;
+  display: flex;
+  justify-content: end;
+  margin-bottom: var(--space-normal);
+  margin-left: auto;
+  padding-right: var(--space-normal);
+}
+
+.business-hours-text {
+  font-size: var(--font-size-small);
+}
+
+.switch {
+  margin-bottom: var(--space-zero);
+  margin-left: var(--space-small);
+}

app/javascript/dashboard/i18n/locale/en/report.json

@@ -78,7 +78,8 @@
       { "id": 2, "groupBy": "Week" },
       { "id": 3, "groupBy": "Month" },
       { "id": 4, "groupBy": "Year" }
-    ]
+    ],
+    "BUSINESS_HOURS": "Business Hours"
   },
   "AGENT_REPORTS": {
     "HEADER": "Agents Overview",

app/javascript/dashboard/routes/dashboard/settings/reports/Index.vue

@@ -15,6 +15,7 @@
       :filter-items-list="filterItemsList"
       @date-range-change="onDateRangeChange"
       @filter-change="onFilterChange"
+      @business-hours-toggle="onBusinessHoursToggle"
     />
     <div class="row">
       <woot-report-stats-card
@@ -79,6 +80,7 @@ export default {
       groupBy: GROUP_BY_FILTER[1],
       filterItemsList: this.$t('REPORT.GROUP_BY_DAY_OPTIONS'),
       selectedGroupByFilter: {},
+      businessHours: false,
     };
   },
   computed: {
@@ -166,21 +168,23 @@ export default {
   },
   methods: {
     fetchAllData() {
-      const { from, to, groupBy } = this;
+      const { from, to, groupBy, businessHours } = this;
       this.$store.dispatch('fetchAccountSummary', {
         from,
         to,
         groupBy: groupBy.period,
+        businessHours,
       });
       this.fetchChartData();
     },
     fetchChartData() {
-      const { from, to, groupBy } = this;
+      const { from, to, groupBy, businessHours } = this;
       this.$store.dispatch('fetchAccountReport', {
         metric: this.metrics[this.currentSelection].KEY,
         from,
         to,
         groupBy: groupBy.period,
+        businessHours,
       });
     },
     downloadAgentReports() {
@@ -226,6 +230,10 @@ export default {
           return this.$t('REPORT.GROUP_BY_DAY_OPTIONS');
       }
     },
+    onBusinessHoursToggle(value) {
+      this.businessHours = value;
+      this.fetchAllData();
+    },
   },
 };
 </script>

app/javascript/dashboard/routes/dashboard/settings/reports/components/FilterSelector.vue

@@ -61,6 +61,12 @@
         @input="handleAgentsFilterSelection"
       />
     </div>
+    <div class="small-12 medium-3 business-hours">
+      <span class="business-hours-text">{{ $t('REPORT.BUSINESS_HOURS') }}</span>
+      <span>
+        <woot-switch v-model="businessHoursSelected" />
+      </span>
+    </div>
   </div>
 </template>
 <script>
@@ -105,6 +111,7 @@ export default {
       customDateRange: [new Date(), new Date()],
       currentSelectedFilter: null,
       selectedAgents: [],
+      businessHoursSelected: false,
     };
   },
   computed: {
@@ -153,6 +160,9 @@ export default {
     filterItemsList() {
       this.currentSelectedFilter = this.selectedGroupByFilter;
     },
+    businessHoursSelected() {
+      this.$emit('business-hours-toggle', this.businessHoursSelected);
+    },
   },
   mounted() {
     this.onDateRangeChange();

app/javascript/dashboard/routes/dashboard/settings/reports/components/ReportFilters.vue

@@ -145,6 +145,12 @@
         @input="changeGroupByFilterSelection"
       />
     </div>
+    <div class="small-12 medium-3 business-hours">
+      <span class="business-hours-text">{{ $t('REPORT.BUSINESS_HOURS') }}</span>
+      <span>
+        <woot-switch v-model="businessHoursSelected" />
+      </span>
+    </div>
   </div>
 </template>
 <script>
@@ -188,6 +194,7 @@ export default {
       dateRange: this.$t('REPORT.DATE_RANGE'),
       customDateRange: [new Date(), new Date()],
       currentSelectedGroupByFilter: null,
+      businessHoursSelected: false,
     };
   },
   computed: {
@@ -249,6 +256,9 @@ export default {
     groupByFilterItemsList() {
       this.currentSelectedGroupByFilter = this.selectedGroupByFilter;
     },
+    businessHoursSelected() {
+      this.$emit('business-hours-toggle', this.businessHoursSelected);
+    },
   },
   mounted() {
     this.onDateRangeChange();

app/javascript/dashboard/routes/dashboard/settings/reports/components/WootReports.vue

@@ -17,6 +17,7 @@
       @date-range-change="onDateRangeChange"
       @filter-change="onFilterChange"
       @group-by-filter-change="onGroupByFilterChange"
+      @business-hours-toggle="onBusinessHoursToggle"
     />
     <div>
       <div v-if="filterItemsList.length" class="row">
@@ -100,6 +101,7 @@ export default {
       groupBy: GROUP_BY_FILTER[1],
       groupByfilterItemsList: this.$t('REPORT.GROUP_BY_DAY_OPTIONS'),
       selectedGroupByFilter: null,
+      businessHours: false,
     };
   },
   computed: {
@@ -202,19 +204,20 @@ export default {
   methods: {
     fetchAllData() {
       if (this.selectedFilter) {
-        const { from, to, groupBy } = this;
+        const { from, to, groupBy, businessHours } = this;
         this.$store.dispatch('fetchAccountSummary', {
           from,
           to,
           type: this.type,
           id: this.selectedFilter.id,
           groupBy: groupBy.period,
+          businessHours,
         });
         this.fetchChartData();
       }
     },
     fetchChartData() {
-      const { from, to, groupBy } = this;
+      const { from, to, groupBy, businessHours } = this;
       this.$store.dispatch('fetchAccountReport', {
         metric: this.metrics[this.currentSelection].KEY,
         from,
@@ -222,6 +225,7 @@ export default {
         type: this.type,
         id: this.selectedFilter.id,
         groupBy: groupBy.period,
+        businessHours,
       });
     },
     downloadReports() {
@@ -288,6 +292,10 @@ export default {
           return this.$t('REPORT.GROUP_BY_DAY_OPTIONS');
       }
     },
+    onBusinessHoursToggle(value) {
+      this.businessHours = value;
+      this.fetchAllData();
+    },
   },
 };
 </script>

app/javascript/dashboard/store/modules/reports.js

@@ -42,7 +42,8 @@ export const actions = {
       reportObj.to,
       reportObj.type,
       reportObj.id,
-      reportObj.groupBy
+      reportObj.groupBy,
+      reportObj.businessHours
     ).then(accountReport => {
       let { data } = accountReport;
       data = data.filter(
@@ -69,7 +70,8 @@ export const actions = {
       reportObj.to,
       reportObj.type,
       reportObj.id,
-      reportObj.groupBy
+      reportObj.groupBy,
+      reportObj.businessHours
     )
       .then(accountSummary => {
         commit(types.default.SET_ACCOUNT_SUMMARY, accountSummary.data);

app/listeners/reporting_event_listener.rb

@@ -1,4 +1,5 @@
 class ReportingEventListener < BaseListener
+  include ReportingEventHelper
   def conversation_resolved(event)
     conversation = extract_conversation_and_account(event)[0]
     time_to_resolve = conversation.updated_at.to_i - conversation.created_at.to_i
@@ -6,10 +7,14 @@ class ReportingEventListener < BaseListener
     reporting_event = ReportingEvent.new(
       name: 'conversation_resolved',
       value: time_to_resolve,
+      value_in_business_hours: business_hours(conversation.inbox, conversation.created_at,
+                                              conversation.updated_at),
       account_id: conversation.account_id,
       inbox_id: conversation.inbox_id,
       user_id: conversation.assignee_id,
-      conversation_id: conversation.id
+      conversation_id: conversation.id,
+      event_start_time: conversation.created_at,
+      event_end_time: conversation.updated_at
     )
     reporting_event.save
   end
@@ -22,10 +27,14 @@ class ReportingEventListener < BaseListener
     reporting_event = ReportingEvent.new(
       name: 'first_response',
       value: first_response_time,
+      value_in_business_hours: business_hours(conversation.inbox, conversation.created_at,
+                                              message.created_at),
       account_id: conversation.account_id,
       inbox_id: conversation.inbox_id,
       user_id: conversation.assignee_id,
-      conversation_id: conversation.id
+      conversation_id: conversation.id,
+      event_start_time: conversation.created_at,
+      event_end_time: message.created_at
     )
     reporting_event.save
   end

app/models/reporting_event.rb

@@ -2,15 +2,18 @@
 #
 # Table name: reporting_events
 #
-#  id              :bigint           not null, primary key
+#  id                      :bigint           not null, primary key
-#  name            :string
+#  event_end_time          :datetime
-#  value           :float
+#  event_start_time        :datetime
-#  created_at      :datetime         not null
+#  name                    :string
-#  updated_at      :datetime         not null
+#  value                   :float
-#  account_id      :integer
+#  value_in_business_hours :float
-#  conversation_id :integer
+#  created_at              :datetime         not null
-#  inbox_id        :integer
+#  updated_at              :datetime         not null
-#  user_id         :integer
+#  account_id              :integer
+#  conversation_id         :integer
+#  inbox_id                :integer
+#  user_id                 :integer
 #
 # Indexes
 #

db/migrate/20220329131401_add_value_in_business_hours_to_reporting_event.rb

@@ -0,0 +1,9 @@
+class AddValueInBusinessHoursToReportingEvent < ActiveRecord::Migration[6.1]
+  def change
+    change_table :reporting_events, bulk: true do |t|
+      t.float :value_in_business_hours, default: nil
+      t.datetime :event_start_time, default: nil
+      t.datetime :event_end_time, default: nil
+    end
+  end
+end

db/schema.rb

@@ -657,6 +657,9 @@ ActiveRecord::Schema.define(version: 2022_04_05_092033) do
     t.integer "conversation_id"
     t.datetime "created_at", precision: 6, null: false
     t.datetime "updated_at", precision: 6, null: false
+    t.float "value_in_business_hours"
+    t.datetime "event_start_time"
+    t.datetime "event_end_time"
     t.index ["account_id"], name: "index_reporting_events_on_account_id"
     t.index ["created_at"], name: "index_reporting_events_on_created_at"
     t.index ["inbox_id"], name: "index_reporting_events_on_inbox_id"

spec/listeners/reporting_event_listener_spec.rb

@@ -17,6 +17,21 @@ describe ReportingEventListener do
       listener.conversation_resolved(event)
       expect(account.reporting_events.where(name: 'conversation_resolved').count).to be 1
     end
+
+    context 'when business hours enabled for inbox' do
+      let(:created_at) { Time.zone.parse('March 20, 2022 00:00') }
+      let(:updated_at) { Time.zone.parse('March 26, 2022 23:59') }
+      let!(:new_inbox) { create(:inbox, working_hours_enabled: true, account: account) }
+      let!(:new_conversation) do
+        create(:conversation, created_at: created_at, updated_at: updated_at, account: account, inbox: new_inbox, assignee: user)
+      end
+
+      it 'creates conversation_resolved event with business hour value' do
+        event = Events::Base.new('conversation.resolved', Time.zone.now, conversation: new_conversation)
+        listener.conversation_resolved(event)
+        expect(account.reporting_events.where(name: 'conversation_resolved')[0]['value_in_business_hours']).to be 144_000.0
+      end
+    end
   end
 
   describe '#first_reply_created' do
@@ -26,5 +41,24 @@ describe ReportingEventListener do
       listener.first_reply_created(event)
       expect(account.reporting_events.where(name: 'first_response').count).to eql previous_count + 1
     end
+
+    context 'when business hours enabled for inbox' do
+      let(:conversation_created_at) { Time.zone.parse('March 20, 2022 00:00') }
+      let(:message_created_at) { Time.zone.parse('March 26, 2022 23:59') }
+      let!(:new_inbox) { create(:inbox, working_hours_enabled: true, account: account) }
+      let!(:new_conversation) do
+        create(:conversation, created_at: conversation_created_at, account: account, inbox: new_inbox, assignee: user)
+      end
+      let!(:new_message) do
+        create(:message, message_type: 'outgoing', created_at: message_created_at,
+                         account: account, inbox: new_inbox, conversation: new_conversation)
+      end
+
+      it 'creates first_response event with business hour value' do
+        event = Events::Base.new('first.reply.created', Time.zone.now, message: new_message)
+        listener.first_reply_created(event)
+        expect(account.reporting_events.where(name: 'first_response')[0]['value_in_business_hours']).to be 144_000.0
+      end
+    end
   end
 end