fix: use agent's first response time to calculate visitor's abandonment (#30072)

.changeset/tough-candles-heal.md

@@ -0,0 +1,7 @@
+---
+"@rocket.chat/meteor": patch
+"@rocket.chat/core-typings": patch
+"@rocket.chat/model-typings": patch
+---
+
+Fixes a problem where the calculated time for considering the visitor abandonment was the first message from the visitor and not the visitor's reply to the agent.

apps/meteor/app/livechat/server/hooks/markRoomResponded.ts

@@ -1,3 +1,4 @@
+import type { IOmnichannelRoom } from '@rocket.chat/core-typings';
 import { isOmnichannelRoom, isEditedMessage } from '@rocket.chat/core-typings';
 import { LivechatRooms } from '@rocket.chat/models';
 
@@ -15,28 +16,39 @@ callbacks.add(
 			return message;
 		}
 
+		// skips this callback if the message is a system message
+		if (message.t) {
+			return message;
+		}
+
 		// if the message has a token, it was sent by the visitor, so ignore it
 		if (message.token) {
 			return message;
 		}
-		if (room.responseBy) {
-			await LivechatRooms.setAgentLastMessageTs(room._id);
-		}
 
-		// check if room is yet awaiting for response
-		if (!(typeof room.t !== 'undefined' && room.t === 'l' && room.waitingResponse)) {
+		// check if room is yet awaiting for response from visitor
+		if (!room.waitingResponse) {
+			// case where agent sends second message or any subsequent message in a room before visitor responds to the first message
+			// in this case, we just need to update the lastMessageTs of the responseBy object
+			if (room.responseBy) {
+				await LivechatRooms.setAgentLastMessageTs(room._id);
+			}
 			return message;
 		}
 
-		await LivechatRooms.setResponseByRoomId(room._id, {
-			user: {
-				_id: message.u._id,
-				username: message.u.username,
-			},
-		});
+		// This is the first message from agent after visitor had last responded
+		const responseBy: IOmnichannelRoom['responseBy'] = room.responseBy || {
+			_id: message.u._id,
+			username: message.u.username,
+			firstResponseTs: new Date(message.ts),
+			lastMessageTs: new Date(message.ts),
+		};
+
+		// this unsets waitingResponse and sets responseBy object
+		await LivechatRooms.setResponseByRoomId(room._id, responseBy);
 
 		return message;
 	},
-	callbacks.priority.LOW,
+	callbacks.priority.HIGH,
 	'markRoomResponded',
 );

apps/meteor/ee/app/livechat-enterprise/server/hooks/setPredictedVisitorAbandonmentTime.ts

@@ -1,4 +1,7 @@
+import type { IOmnichannelRoom } from '@rocket.chat/core-typings';
 import { isEditedMessage, isOmnichannelRoom } from '@rocket.chat/core-typings';
+import { LivechatRooms } from '@rocket.chat/models';
+import moment from 'moment';
 
 import { settings } from '../../../../../app/settings/server';
 import { callbacks } from '../../../../../lib/callbacks';
@@ -22,21 +25,33 @@ callbacks.add(
 		if (isEditedMessage(message)) {
 			return message;
 		}
-
-		// message valid only if it is a livechat room
-		if (!room.v?.token) {
-			return message;
-		}
 		// if the message has a type means it is a special message (like the closing comment), so skip it
 		if (message.t) {
 			return message;
 		}
-		const sentByAgent = !message.token;
-		if (sentByAgent) {
-			await setPredictedVisitorAbandonmentTime(room);
+		// message from visitor
+		if (message.token) {
+			return message;
 		}
+
+		const latestRoom = await LivechatRooms.findOneById<Pick<IOmnichannelRoom, '_id' | 'responseBy' | 'departmentId'>>(room._id, {
+			projection: {
+				_id: 1,
+				responseBy: 1,
+				departmentId: 1,
+			},
+		});
+
+		if (!latestRoom?.responseBy) {
+			return message;
+		}
+
+		if (moment(latestRoom.responseBy.firstResponseTs).isSame(moment(message.ts))) {
+			await setPredictedVisitorAbandonmentTime(latestRoom);
+		}
+
 		return message;
 	},
 	callbacks.priority.MEDIUM,
 	'save-visitor-inactivity',
-); // This hook priority should always be less than the priority of hook "save-last-visitor-message-timestamp" bcs, the room.v.lastMessage property set there is being used here for determining visitor abandonment
+); // This hook priority should always be less than the priority of hook "markRoomResponded" bcs, the room.responseBy.firstMessage property set there is being used here for determining visitor abandonment

apps/meteor/ee/app/livechat-enterprise/server/lib/Helper.ts

@@ -144,9 +144,9 @@ const dispatchWaitingQueueStatus = async (department?: string) => {
 // but we don't need to notify _each_ change that takes place, just their final position
 export const debouncedDispatchWaitingQueueStatus = memoizeDebounce(dispatchWaitingQueueStatus, 1200);
 
-export const setPredictedVisitorAbandonmentTime = async (room: IOmnichannelRoom) => {
+export const setPredictedVisitorAbandonmentTime = async (room: Pick<IOmnichannelRoom, '_id' | 'responseBy' | 'departmentId'>) => {
 	if (
-		!room.v?.lastMessageTs ||
+		!room.responseBy?.firstResponseTs ||
 		!settings.get('Livechat_abandoned_rooms_action') ||
 		settings.get('Livechat_abandoned_rooms_action') === 'none'
 	) {
@@ -164,7 +164,7 @@ export const setPredictedVisitorAbandonmentTime = async (room: IOmnichannelRoom)
 		return;
 	}
 
-	const willBeAbandonedAt = moment(room.v.lastMessageTs).add(Number(secondsToAdd), 'seconds').toDate();
+	const willBeAbandonedAt = moment(room.responseBy.firstResponseTs).add(Number(secondsToAdd), 'seconds').toDate();
 	await LivechatRooms.setPredictedVisitorAbandonmentByRoomId(room._id, willBeAbandonedAt);
 };
 

apps/meteor/server/models/raw/LivechatRooms.ts

@@ -1986,7 +1986,7 @@ export class LivechatRoomsRaw extends BaseRaw<IOmnichannelRoom> implements ILive
 		return this.find(query, options);
 	}
 
-	setResponseByRoomId(roomId: string, response: { user: { _id: string; username: string } }) {
+	setResponseByRoomId(roomId: string, responseBy: IOmnichannelRoom['responseBy']) {
 		return this.updateOne(
 			{
 				_id: roomId,
@@ -1994,11 +1994,7 @@ export class LivechatRoomsRaw extends BaseRaw<IOmnichannelRoom> implements ILive
 			},
 			{
 				$set: {
-					responseBy: {
-						_id: response.user._id,
-						username: response.user.username,
-						lastMessageTs: new Date(),
-					},
+					responseBy,
 				},
 				$unset: {
 					waitingResponse: 1,

apps/meteor/server/services/omnichannel-voip/service.ts

@@ -173,7 +173,6 @@ export class OmnichannelVoipService extends ServiceClassInternal implements IOmn
 
 			uids: [],
 			autoTranslateLanguage: '',
-			responseBy: '',
 			livechatData: '',
 			u: {
 				_id: agent.agentId,

apps/meteor/tests/end-to-end/api/livechat/18-rooms-ee.ts

@@ -1,4 +1,4 @@
-import type { IUser } from '@rocket.chat/core-typings';
+import type { IOmnichannelRoom, IUser } from '@rocket.chat/core-typings';
 import { expect } from 'chai';
 import { after, before, describe, it } from 'mocha';
 
@@ -254,4 +254,68 @@ import { IS_EE } from '../../../e2e/config/constants';
 			expect(updatedRoom).to.not.have.property('onHold');
 		});
 	});
+
+	describe('visitor abandonment feature', () => {
+		let room: IOmnichannelRoom;
+
+		before(async () => {
+			await updateSetting('Livechat_abandoned_rooms_action', 'Livechat_close_chat');
+			await updateSetting('Livechat_visitor_inactivity_timeout', 60);
+		});
+
+		it('should set predictedVisitorAbandonmentAt when agent sends a message', async () => {
+			const { room: newRoom } = await startANewLivechatRoomAndTakeIt();
+
+			room = newRoom;
+
+			await sendAgentMessage(room._id);
+
+			const updatedRoom = await getLivechatRoomInfo(room._id);
+
+			const lastMessageTs = updatedRoom.responseBy?.lastMessageTs;
+			const firstResponseTs = updatedRoom.responseBy?.firstResponseTs;
+			const predictedVisitorAbandonmentAt = updatedRoom.omnichannel?.predictedVisitorAbandonmentAt;
+
+			expect(predictedVisitorAbandonmentAt).to.not.be.undefined;
+			expect(lastMessageTs).to.not.be.undefined;
+			expect(firstResponseTs).to.not.be.undefined;
+
+			// expect predictedVisitorAbandonmentAt to be 60 seconds after lastMessageTs
+			const lastMessageTsDate = new Date(lastMessageTs as Date);
+			const predictedVisitorAbandonmentAtDate = new Date(predictedVisitorAbandonmentAt as Date);
+			const firstResponseTsDate = new Date(firstResponseTs as Date);
+
+			expect(predictedVisitorAbandonmentAtDate.getTime()).to.be.equal(lastMessageTsDate.getTime() + 60000);
+			expect(firstResponseTsDate.getTime()).to.be.equal(lastMessageTsDate.getTime());
+		});
+
+		it('should not update predictedVisitorAbandonmentAt when agent sends yet another message', async () => {
+			await sendAgentMessage(room._id);
+
+			const updatedRoom = await getLivechatRoomInfo(room._id);
+
+			const lastMessageTs = updatedRoom.responseBy?.lastMessageTs;
+			const firstResponseTs = updatedRoom.responseBy?.firstResponseTs;
+			const predictedVisitorAbandonmentAt = updatedRoom.omnichannel?.predictedVisitorAbandonmentAt;
+
+			expect(predictedVisitorAbandonmentAt).to.not.be.undefined;
+			expect(lastMessageTs).to.not.be.undefined;
+
+			// expect predictedVisitorAbandonmentAt to be 60 seconds after first message
+			const lastMessageTsDate = new Date(lastMessageTs as Date);
+			const predictedVisitorAbandonmentAtDate = new Date(predictedVisitorAbandonmentAt as Date);
+			const firstResponseTsDate = new Date(firstResponseTs as Date);
+
+			expect(predictedVisitorAbandonmentAtDate.getTime()).to.be.equal(firstResponseTsDate.getTime() + 60000);
+
+			// lastMessageTs should be updated
+			expect(lastMessageTsDate.getTime()).to.not.be.equal(firstResponseTsDate.getTime());
+			expect(lastMessageTsDate.getTime()).to.be.greaterThan(firstResponseTsDate.getTime());
+		});
+
+		after(async () => {
+			await updateSetting('Livechat_abandoned_rooms_action', 'none');
+			await updateSetting('Livechat_visitor_inactivity_timeout', 3600);
+		});
+	});
 });

packages/core-typings/src/IRoom.ts

@@ -193,8 +193,24 @@ export interface IOmnichannelGenericRoom extends Omit<IRoom, 'default' | 'featur
 	metrics?: {
 		serviceTimeDuration?: number;
 	};
+	// set to true when the room is waiting for a response from the visitor
 	waitingResponse: any;
-	responseBy: any;
+	// contains information about the last response from an agent
+	responseBy?: {
+		_id: string;
+		username: string;
+
+		// when the agent first responded to the visitor after the latest message from visitor
+		// this will reset when the visitor sends a new message
+		firstResponseTs: Date;
+
+		// when the agent last responded to the visitor
+		// This is almost the same as firstResponseTs, but here we hold the timestamp of the last response
+		// and it gets updated after each message from agent
+		// So if an agent sends multiple messages to visitor, then firstResponseTs will store timestamp
+		// of their first reply, and lastMessageTs will store timestamp of their latest response
+		lastMessageTs: Date;
+	};
 
 	livechatData: any;
 	queuedAt?: Date;

packages/model-typings/src/models/ILivechatRoomsModel.ts

@@ -196,7 +196,7 @@ export interface ILivechatRoomsModel extends IBaseModel<IOmnichannelRoom> {
 		options?: FindOptions<IOmnichannelRoom>,
 		extraQuery?: Filter<IOmnichannelRoom>,
 	): FindCursor<IOmnichannelRoom>;
-	setResponseByRoomId(roomId: string, response: { user: { _id: string; username: string } }): Promise<UpdateResult>;
+	setResponseByRoomId(roomId: string, responseBy: IOmnichannelRoom['responseBy']): Promise<UpdateResult>;
 	setNotResponseByRoomId(roomId: string): Promise<UpdateResult>;
 	setAgentLastMessageTs(roomId: string): Promise<UpdateResult>;
 	saveAnalyticsDataByRoomId(