Restructure omni services and add Chatwoot research snapshot

research/chatwoot/app/helpers/report_helper.rb

@@ -0,0 +1,128 @@
+module ReportHelper
+  private
+
+  def scope
+    case params[:type]
+    when :account
+      account
+    when :inbox
+      inbox
+    when :agent
+      user
+    when :label
+      label
+    when :team
+      team
+    end
+  end
+
+  def conversations_count
+    (get_grouped_values conversations).count
+  end
+
+  def incoming_messages_count
+    (get_grouped_values incoming_messages).count
+  end
+
+  def outgoing_messages_count
+    (get_grouped_values outgoing_messages).count
+  end
+
+  def resolutions_count
+    (get_grouped_values resolutions).count
+  end
+
+  def bot_resolutions_count
+    (get_grouped_values bot_resolutions).count
+  end
+
+  def bot_handoffs_count
+    (get_grouped_values bot_handoffs).count
+  end
+
+  def conversations
+    scope.conversations.where(account_id: account.id, created_at: range)
+  end
+
+  def incoming_messages
+    scope.messages.where(account_id: account.id, created_at: range).incoming.unscope(:order)
+  end
+
+  def outgoing_messages
+    scope.messages.where(account_id: account.id, created_at: range).outgoing.unscope(:order)
+  end
+
+  def resolutions
+    scope.reporting_events.where(account_id: account.id, name: :conversation_resolved,
+                                 created_at: range)
+  end
+
+  def bot_resolutions
+    scope.reporting_events.where(account_id: account.id, name: :conversation_bot_resolved,
+                                 created_at: range)
+  end
+
+  def bot_handoffs
+    scope.reporting_events.joins(:conversation).select(:conversation_id).where(account_id: account.id, name: :conversation_bot_handoff,
+                                                                               created_at: range).distinct
+  end
+
+  def avg_first_response_time
+    grouped_reporting_events = (get_grouped_values scope.reporting_events.where(name: 'first_response', account_id: account.id))
+    return grouped_reporting_events.average(:value_in_business_hours) if params[:business_hours]
+
+    grouped_reporting_events.average(:value)
+  end
+
+  def reply_time
+    grouped_reporting_events = (get_grouped_values scope.reporting_events.where(name: 'reply_time', account_id: account.id))
+    return grouped_reporting_events.average(:value_in_business_hours) if params[:business_hours]
+
+    grouped_reporting_events.average(:value)
+  end
+
+  def avg_resolution_time
+    grouped_reporting_events = (get_grouped_values scope.reporting_events.where(name: 'conversation_resolved', account_id: account.id))
+    return grouped_reporting_events.average(:value_in_business_hours) if params[:business_hours]
+
+    grouped_reporting_events.average(:value)
+  end
+
+  def avg_resolution_time_summary
+    reporting_events = scope.reporting_events
+                            .where(name: 'conversation_resolved', account_id: account.id, created_at: range)
+    avg_rt = if params[:business_hours].present?
+               reporting_events.average(:value_in_business_hours)
+             else
+               reporting_events.average(:value)
+             end
+
+    return 0 if avg_rt.blank?
+
+    avg_rt
+  end
+
+  def reply_time_summary
+    reporting_events = scope.reporting_events
+                            .where(name: 'reply_time', account_id: account.id, created_at: range)
+    reply_time = params[:business_hours] ? reporting_events.average(:value_in_business_hours) : reporting_events.average(:value)
+
+    return 0 if reply_time.blank?
+
+    reply_time
+  end
+
+  def avg_first_response_time_summary
+    reporting_events = scope.reporting_events
+                            .where(name: 'first_response', account_id: account.id, created_at: range)
+    avg_frt = if params[:business_hours].present?
+                reporting_events.average(:value_in_business_hours)
+              else
+                reporting_events.average(:value)
+              end
+
+    return 0 if avg_frt.blank?
+
+    avg_frt
+  end
+end