zammad/app/models/report.rb

class Report

  def self.enabled?
    !Setting.get('es_url').empty?
  end

  def self.config
    config = {}
    config[:metric] = {}

    config[:metric][:count] = {
      name: 'count',
      display: 'Ticket Count',
      default: true,
      prio: 10_000,
    }
    backend = [
      {
        name: 'created',
        display: 'Created',
        selected: true,
        dataDownload: true,
        adapter: Report::TicketGenericTime,
        params: { field: 'created_at' },
      },
      {
        name: 'closed',
        display: 'Closed',
        selected: true,
        dataDownload: true,
        adapter: Report::TicketGenericTime,
        params: { field: 'close_at' },
      },
      {
        name: 'backlog',
        display: 'Backlog',
        selected: true,
        dataDownload: false,
        adapter: Report::TicketBacklog,
      },
      {
        name: 'first_solution',
        display: 'First Solution',
        selected: false,
        dataDownload: true,
        adapter: Report::TicketFirstSolution,
      },
      {
        name: 'reopened',
        display: 'Reopened',
        selected: false,
        dataDownload: true,
        adapter: Report::TicketReopened,
      },
      {
        name: 'movedin',
        display: 'Moved in',
        selected: false,
        dataDownload: true,
        adapter: Report::TicketMoved,
        params: { type: 'in' },
      },
      {
        name: 'movedout',
        display: 'Moved out',
        selected: false,
        dataDownload: true,
        adapter: Report::TicketMoved,
        params: { type: 'out' },
      },
    ]
    config[:metric][:count][:backend] = backend

    config[:metric][:create_channels] = {
      name: 'create_channels',
      display: 'Create Channels',
      prio: 9000,
    }
    backend = [
      {
        name: 'phone_in',
        display: 'Phone (in)',
        selected: true,
        dataDownload: true,
        adapter: Report::TicketGenericTime,
        params: {
          field: 'created_at',
          selector: {
            'create_article_type_id' => {
              'operator' => 'is',
              'value' => Ticket::Article::Type.lookup(name: 'phone').id,
            },
            'create_article_sender_id' => {
              'operator' => 'is',
              'value' => Ticket::Article::Sender.lookup(name: 'Customer').id,
            },
          },
        },
      },
      {
        name: 'phone_out',
        display: 'Phone (out)',
        selected: true,
        dataDownload: true,
        adapter: Report::TicketGenericTime,
        params: {
          field: 'created_at',
          selector: {
            'create_article_type_id' => {
              'operator' => 'is',
              'value' => Ticket::Article::Type.lookup(name: 'phone').id,
            },
            'create_article_sender_id' => {
              'operator' => 'is',
              'value' => Ticket::Article::Sender.lookup(name: 'Agent').id,
            },
          }
        },
      },
      {
        name: 'email_in',
        display: 'Email (in)',
        selected: true,
        dataDownload: true,
        adapter: Report::TicketGenericTime,
        params: {
          field: 'created_at',
          selector: {
            'create_article_type_id' => {
              'operator' => 'is',
              'value' => Ticket::Article::Type.lookup(name: 'email').id,
            },
            'create_article_sender_id' => {
              'operator' => 'is',
              'value' => Ticket::Article::Sender.lookup(name: 'Customer').id,
            },
          },
        },
      },
      {
        name: 'email_out',
        display: 'Email (out)',
        selected: true,
        dataDownload: true,
        adapter: Report::TicketGenericTime,
        params: {
          field: 'created_at',
          selector: {
            'create_article_type_id' => {
              'operator' => 'is',
              'value' => Ticket::Article::Type.lookup(name: 'email').id,
            },
            'create_article_sender_id' => {
              'operator' => 'is',
              'value' => Ticket::Article::Sender.lookup(name: 'Agent').id,
            },
          },
        },
      },
      {
        name: 'web_in',
        display: 'Web (in)',
        selected: true,
        dataDownload: true,
        adapter: Report::TicketGenericTime,
        params: {
          field: 'created_at',
          selector: {
            'create_article_type_id' => {
              'operator' => 'is',
              'value' => Ticket::Article::Type.lookup(name: 'web').id,
            },
            'create_article_sender_id' => {
              'operator' => 'is',
              'value' => Ticket::Article::Sender.lookup(name: 'Customer').id,
            },
          },
        },
      },
      {
        name: 'twitter_in',
        display: 'Twitter (in)',
        selected: true,
        dataDownload: true,
        adapter: Report::TicketGenericTime,
        params: {
          field: 'created_at',
          selector: {
            'create_article_type_id' => {
              'operator' => 'is',
              'value' => Ticket::Article::Type.lookup(name: 'twitter status').id,
            },
            'create_article_sender_id' => {
              'operator' => 'is',
              'value' => Ticket::Article::Sender.lookup(name: 'Customer').id,
            },
          },
        },
      },
      {
        name: 'twitter_out',
        display: 'Twitter (out)',
        selected: true,
        dataDownload: true,
        adapter: Report::TicketGenericTime,
        params: {
          field: 'created_at',
          selector: {
            'create_article_type_id' => {
              'operator' => 'is',
              'value' => Ticket::Article::Type.lookup(name: 'twitter status').id,
            },
            'create_article_sender_id' => {
              'operator' => 'is',
              'value' => Ticket::Article::Sender.lookup(name: 'Agent').id,
            },
          },
        },
      },
    ]
    config[:metric][:create_channels][:backend] = backend

    config[:metric][:communication] = {
      name: 'communication',
      display: 'Communication',
      prio: 7000,
    }
    backend = [
      {
        name: 'phone_in',
        display: 'Phone (in)',
        selected: true,
        dataDownload: false,
        adapter: Report::ArticleByTypeSender,
        params: {
          type: 'phone',
          sender: 'Customer',
        },
      },
      {
        name: 'phone_out',
        display: 'Phone (out)',
        selected: true,
        dataDownload: false,
        adapter: Report::ArticleByTypeSender,
        params: {
          type: 'phone',
          sender: 'Agent',
        },
      },
      {
        name: 'email_in',
        display: 'Email (in)',
        selected: true,
        dataDownload: false,
        adapter: Report::ArticleByTypeSender,
        params: {
          type: 'email',
          sender: 'Customer',
        },
      },
      {
        name: 'email_out',
        display: 'Email (out)',
        selected: true,
        dataDownload: false,
        adapter: Report::ArticleByTypeSender,
        params: {
          type: 'email',
          sender: 'Agent',
        },
      },
      {
        name: 'web_in',
        display: 'Web (in)',
        selected: true,
        dataDownload: false,
        adapter: Report::ArticleByTypeSender,
        params: {
          type: 'web',
          sender: 'Customer',
        },
      },
      {
        name: 'twitter_in',
        display: 'Twitter (in)',
        selected: true,
        dataDownload: false,
        adapter: Report::ArticleByTypeSender,
        params: {
          type: 'twitter status',
          sender: 'Customer',
        },
      },
      {
        name: 'twitter_out',
        display: 'Twitter (out)',
        selected: true,
        dataDownload: false,
        adapter: Report::ArticleByTypeSender,
        params: {
          type: 'twitter status',
          sender: 'Agent',
        },
      },
    ]
    config[:metric][:communication][:backend] = backend

    config[:metric].each { |metric_key, metric_value|
      metric_value[:backend].each { |metric_backend|
        metric_backend[:name] = "#{metric_key}::#{metric_backend[:name]}"
      }
    }

    config
  end

end