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- # Copyright (C) 2012-2016 Zammad Foundation, http://zammad-foundation.org/
- class Stats::TicketWaitingTime
- def self.generate(user)
- # get users groups
- group_ids = user.group_ids_access('full')
- own_waiting = []
- all_waiting = []
- Ticket.where('group_id IN (?) AND updated_at > ?', group_ids.sort, Time.zone.today).limit(20_000).pluck(:id, :owner_id).each do |ticket|
- all_waiting.push ticket[0]
- if ticket[1] == user.id
- own_waiting.push ticket[0]
- end
- end
- handling_time = calculate_average(own_waiting, Time.zone.today)
- if handling_time.positive?
- handling_time = (handling_time / 60).round
- end
- average_per_agent = calculate_average(all_waiting, Time.zone.today)
- if average_per_agent.positive?
- average_per_agent = (average_per_agent / 60).round
- end
- percent = 0
- state = if handling_time <= 60
- percent = handling_time.to_f / 60
- 'supergood'
- elsif handling_time <= 60 * 4
- percent = (handling_time.to_f - 60) / (60 * 3)
- 'good'
- elsif handling_time <= 60 * 8
- percent = (handling_time.to_f - 60 * 4) / (60 * 4)
- 'ok'
- else
- percent = 1.00
- 'bad'
- end
- {
- handling_time: handling_time,
- average_per_agent: average_per_agent,
- state: state,
- percent: percent,
- }
- end
- def self.average_state(result, _user_id)
- result
- end
- def self.calculate_average(ticket_ids, start_time)
- average_time = 0
- count_articles = 0
- last_ticket_id = nil
- count_time = nil
- Ticket::Article.joins(:type).joins(:sender).where('ticket_articles.ticket_id IN (?) AND ticket_articles.created_at > ? AND ticket_articles.internal = ? AND ticket_article_types.communication = ?', ticket_ids, start_time, false, true).order(:ticket_id, :created_at).pluck(:created_at, :sender_id, :ticket_id, :id).each do |article|
- if last_ticket_id != article[2]
- last_ticket_id = article[2]
- count_time = 0
- end
- sender = Ticket::Article::Sender.lookup(id: article[1])
- if sender.name == 'Customer'
- count_time = article[0].to_i
- elsif count_time.positive?
- average_time += article[0].to_i - count_time
- count_articles += 1
- count_time = 0
- end
- end
- if count_articles.positive?
- average_time = average_time / count_articles
- end
- average_time
- end
- end
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