zammad/lib/stats/ticket_channel_distribution.rb

# Copyright (C) 2012-2024 Zammad Foundation, https://zammad-foundation.org/

class Stats::TicketChannelDistribution

  def self.generate(user)

    # which time range?
    time_range = 7.days

    # get users groups
    group_ids = user.group_ids_access('full')

    # set default channels
    channels = [
      {
        sender: 'email',
        icon:   'email',
      },
      {
        sender: 'phone',
        icon:   'phone',
      },
    ]

    if Setting.get('customer_ticket_create')
      channels.push(
        {
          sender: 'web',
          icon:   'web',
        }
      )
    end

    if Setting.get('chat')
      channels.push(
        {
          sender: 'chat',
          icon:   'chat',
        }
      )
    end

    if Channel.exists?(area: 'Sms::Account')
      channels.push(
        {
          sender: 'sms',
          icon:   'sms',
        }
      )
    end

    if Channel.exists?(area: 'Twitter::Account')
      channels.push(
        {
          sender: 'twitter',
          icon:   'twitter',
        }
      )
    end

    if Channel.exists?(area: 'Facebook::Account')
      channels.push(
        {
          sender: 'facebook',
          icon:   'facebook',
        }
      )
    end

    if Channel.exists?(area: 'Telegram::Account')
      channels.push(
        {
          sender: 'telegram',
          icon:   'telegram',
        }
      )
    end

    # calculate
    result    = {}
    total_in  = 0
    total_out = 0
    channels.each do |channel|
      result[channel[:sender].to_sym] = {
        icon: channel[:icon]
      }
      type_ids = []
      Ticket::Article::Type.all.each do |type|
        next if !type.name.match?(%r{^#{channel[:sender]}}i)

        type_ids.push type.id
      end

      sender = Ticket::Article::Sender.lookup(name: 'Customer')
      count = Ticket.where(group_id: group_ids).joins(:articles).where(
        ticket_articles: { sender_id: sender, type_id: type_ids }
      ).where(
        'ticket_articles.created_at > ?', Time.zone.now - time_range
      ).count
      result[channel[:sender].to_sym][:inbound] = count
      total_in += count

      sender = Ticket::Article::Sender.lookup(name: 'Agent')
      count = Ticket.where(group_id: group_ids).joins(:articles).where(
        ticket_articles: { sender_id: sender, type_id: type_ids }
      ).where(
        'ticket_articles.created_at > ?', Time.zone.now - time_range
      ).count
      result[channel[:sender].to_sym][:outbound] = count
      total_out += count
    end

    # append in percent
    channels.each do |channel| # rubocop:disable Style/CombinableLoops
      count = result[channel[:sender].to_sym][:inbound]
      # puts "#{channel.inspect}:in/#{result.inspect}:#{count}"
      in_process_precent = if count.zero?
                             0
                           else
                             (count * 1000) / ((total_in * 1000) / 100)
                           end
      result[channel[:sender].to_sym][:inbound_in_percent] = in_process_precent

      count = result[channel[:sender].to_sym][:outbound]
      out_process_precent = if count.zero?
                              0
                            else
                              (count * 1000) / ((total_out * 1000) / 100)
                            end
      result[channel[:sender].to_sym][:outbound_in_percent] = out_process_precent
    end

    { channels: result }
  end

  def self.average_state(result, _user_id)
    result
  end

end