zammad/lib/stats/ticket_response_time.rb

# Copyright (C) 2012-2023 Zammad Foundation, https://zammad-foundation.org/

class Stats::TicketResponseTime

  def self.log(object, o_id)
    return if object != 'Ticket'

    ticket = Ticket.lookup(id: o_id)

    article_created_by_id = 3

    # check if response was sent by owner
    return if ticket.owner_id != 1 && ticket.owner_id != article_created_by_id

    # return if customer send at least
    return if ticket.last_contact_customer_at > ticket.last_contact_agent_at

    # TODO: only business hours
    response_time_taken = ticket.last_contact_agent_at - ticket.last_contact_customer_at

    (response_time_taken / 60).round
  end

  def self.generate(user)
    items = StatsStore.where('created_at > ? AND created_at < ?', 7.days.ago, Time.zone.now).where(key: 'ticket:response_time')
    total = 0
    count_own = 0
    own = 0
    items.each do |_item|
      ticket = Ticket.lookup(id: data[:ticket_id])
      if ticket.owner_id == user.id
        count_own += 1
        own += data[:time]
      end
      total += data[:time]
    end
    if total.nonzero?
      own = (own / count_own).round
    end
    {
      used_for_average:  0,
      average_per_agent: '-',
      own:               own,
      total:             total,
    }
  end

  def self.average_state(result, _user_id)

    return result if !result.key?(:used_for_average)

    if result[:total] < 1
      result[:state] = 'supergood'
      return result
    end

    in_percent = (result[:used_for_average].to_f / (result[:total].to_f / 100)).round(1)
    result[:state] = if in_percent >= 90
                       'supergood'
                     elsif in_percent >= 65
                       'good'
                     elsif in_percent >= 40
                       'ok'
                     elsif in_percent >= 20
                       'bad'
                     else
                       'superbad'
                     end

    result
  end

end