diff --git a/app/livechat/server/lib/Helper.js b/app/livechat/server/lib/Helper.js index fb42f394972..4ed3a225136 100644 --- a/app/livechat/server/lib/Helper.js +++ b/app/livechat/server/lib/Helper.js @@ -40,6 +40,7 @@ export const createLivechatRoom = (rid, name, guest, roomInfo = {}, extraData = const extraRoomInfo = callbacks.run('livechat.beforeRoom', roomInfo, extraData); const { _id, username, token, department: departmentId, status = 'online' } = guest; + const newRoomAt = new Date(); logger.debug(`Creating livechat room for visitor ${ _id }`); @@ -47,10 +48,10 @@ export const createLivechatRoom = (rid, name, guest, roomInfo = {}, extraData = _id: rid, msgs: 0, usersCount: 1, - lm: new Date(), + lm: newRoomAt, fname: name, t: 'l', - ts: new Date(), + ts: newRoomAt, departmentId, v: { _id, @@ -67,6 +68,7 @@ export const createLivechatRoom = (rid, name, guest, roomInfo = {}, extraData = type: OmnichannelSourceType.OTHER, alias: 'unknown', }, + queuedAt: newRoomAt, }, extraRoomInfo); const roomId = Rooms.insert(room); diff --git a/app/livechat/server/lib/QueueManager.js b/app/livechat/server/lib/QueueManager.js index c3a10ebb5bc..711aa84351f 100644 --- a/app/livechat/server/lib/QueueManager.js +++ b/app/livechat/server/lib/QueueManager.js @@ -7,7 +7,7 @@ import { callbacks } from '../../../callbacks/server'; import { Logger } from '../../../logger'; import { RoutingManager } from './RoutingManager'; -const logger = new Logger('QueueMananger'); +const logger = new Logger('QueueManager'); export const saveQueueInquiry = (inquiry) => { LivechatInquiry.queueInquiry(inquiry._id); diff --git a/app/models/server/models/LivechatInquiry.js b/app/models/server/models/LivechatInquiry.js index a4d4ec35660..1994e5056ce 100644 --- a/app/models/server/models/LivechatInquiry.js +++ b/app/models/server/models/LivechatInquiry.js @@ -48,7 +48,7 @@ export class LivechatInquiry extends Base { this.update({ _id: inquiryId, }, { - $set: { status: 'taken' }, + $set: { status: 'taken', takenAt: new Date() }, $unset: { defaultAgent: 1, estimatedInactivityCloseTimeAt: 1 }, }); } @@ -71,9 +71,17 @@ export class LivechatInquiry extends Base { return this.update({ _id: inquiryId, }, { - $set: { - status: 'queued', - }, + $set: { status: 'queued', queuedAt: new Date() }, + $unset: { takenAt: 1 }, + }); + } + + queueInquiryAndRemoveDefaultAgent(inquiryId) { + return this.update({ + _id: inquiryId, + }, { + $set: { status: 'queued', queuedAt: new Date() }, + $unset: { takenAt: 1, defaultAgent: 1 }, }); } diff --git a/app/models/server/models/LivechatRooms.js b/app/models/server/models/LivechatRooms.js index 1d71be35aad..13b4c798476 100644 --- a/app/models/server/models/LivechatRooms.js +++ b/app/models/server/models/LivechatRooms.js @@ -20,6 +20,7 @@ export class LivechatRooms extends Base { this.tryEnsureIndex({ 'v.token': 1 }, { sparse: true }); this.tryEnsureIndex({ 'v.token': 1, 'email.thread': 1 }, { sparse: true }); this.tryEnsureIndex({ 'v._id': 1 }, { sparse: true }); + this.tryEnsureIndex({ t: 1, departmentId: 1, closedAt: 1 }, { partialFilterExpression: { closedAt: { $exists: true } } }); } findLivechat(filter = {}, offset = 0, limit = 20) { @@ -717,9 +718,8 @@ export class LivechatRooms extends Base { t: 'l', }; const update = { - $unset: { - servedBy: 1, - }, + $set: { queuedAt: new Date() }, + $unset: { servedBy: 1 }, }; this.update(query, update); diff --git a/app/models/server/raw/Rooms.js b/app/models/server/raw/Rooms.js index 600d55c1fff..0da61636ef8 100644 --- a/app/models/server/raw/Rooms.js +++ b/app/models/server/raw/Rooms.js @@ -27,10 +27,8 @@ export class RoomsRaw extends BaseRaw { { $match: { t: 'l', - closedAt: { $exists: true }, - metrics: { $exists: true }, - 'metrics.chatDuration': { $exists: true }, ...department && { departmentId: department }, + closedAt: { $exists: true }, }, }, { $sort: { closedAt: -1 } }, diff --git a/app/ui-sidenav/client/roomList.js b/app/ui-sidenav/client/roomList.js index de128304d34..cab1983ad98 100644 --- a/app/ui-sidenav/client/roomList.js +++ b/app/ui-sidenav/client/roomList.js @@ -172,6 +172,7 @@ const mergeSubRoom = (subscription) => { livechatData: 1, departmentId: 1, source: 1, + queuedAt: 1, }, }; @@ -212,6 +213,7 @@ const mergeSubRoom = (subscription) => { departmentId, ts, source, + queuedAt, } = room; subscription.lm = subscription.lr ? new Date(Math.max(subscription.lr, lastRoomUpdate)) : lastRoomUpdate; @@ -249,6 +251,7 @@ const mergeSubRoom = (subscription) => { departmentId, ts, source, + queuedAt, }); }; @@ -291,6 +294,7 @@ const mergeRoomSub = (room) => { departmentId, ts, source, + queuedAt, } = room; Subscriptions.update({ @@ -328,6 +332,7 @@ const mergeRoomSub = (room) => { jitsiTimeout, ts, source, + queuedAt, ...getLowerCaseNames(room, sub.name, sub.fname), }, }); diff --git a/client/views/omnichannel/directory/chats/contextualBar/ChatInfo.js b/client/views/omnichannel/directory/chats/contextualBar/ChatInfo.js index 6ded84b119d..5f1cb3015d9 100644 --- a/client/views/omnichannel/directory/chats/contextualBar/ChatInfo.js +++ b/client/views/omnichannel/directory/chats/contextualBar/ChatInfo.js @@ -50,6 +50,7 @@ function ChatInfo({ id, route }) { priorityId, livechatData, source, + queuedAt, } = room || { room: { v: {} } }; const routePath = useRoute(route || 'omnichannel-directory'); @@ -58,6 +59,7 @@ function ChatInfo({ id, route }) { const hasGlobalEditRoomPermission = hasPermission('save-others-livechat-room-info'); const hasLocalEditRoomPermission = servedBy?._id === Meteor.userId(); const visitorId = v?._id; + const queueStartedAt = queuedAt || ts; const dispatchToastMessage = useToastMessageDispatch(); useEffect(() => { @@ -126,13 +128,13 @@ function ChatInfo({ id, route }) { {topic} )} - {ts && ( + {queueStartedAt && ( {servedBy ? ( - {moment(servedBy.ts).from(moment(ts), true)} + {moment(servedBy.ts).from(moment(queueStartedAt), true)} ) : ( - {moment(ts).fromNow(true)} + {moment(queueStartedAt).fromNow(true)} )} )} diff --git a/client/views/omnichannel/directory/chats/contextualBar/ChatInfoDirectory.js b/client/views/omnichannel/directory/chats/contextualBar/ChatInfoDirectory.js index 8e62089de68..12823d186cc 100644 --- a/client/views/omnichannel/directory/chats/contextualBar/ChatInfoDirectory.js +++ b/client/views/omnichannel/directory/chats/contextualBar/ChatInfoDirectory.js @@ -45,6 +45,7 @@ function ChatInfoDirectory({ id, route, room }) { responseBy, priorityId, livechatData, + queuedAt, } = room || { room: { v: {} } }; const routePath = useRoute(route || 'omnichannel-directory'); @@ -53,6 +54,7 @@ function ChatInfoDirectory({ id, route, room }) { const hasGlobalEditRoomPermission = hasPermission('save-others-livechat-room-info'); const hasLocalEditRoomPermission = servedBy?._id === Meteor.userId(); const visitorId = v?._id; + const queueStartedAt = queuedAt || ts; const dispatchToastMessage = useToastMessageDispatch(); useEffect(() => { @@ -120,13 +122,13 @@ function ChatInfoDirectory({ id, route, room }) { {topic} )} - {ts && ( + {queueStartedAt && ( {servedBy ? ( - {moment(servedBy.ts).from(moment(ts), true)} + {moment(servedBy.ts).from(moment(queueStartedAt), true)} ) : ( - {moment(ts).fromNow(true)} + {moment(queueStartedAt).fromNow(true)} )} )} diff --git a/definition/IRoom.ts b/definition/IRoom.ts index 622844ef278..62d68e97de2 100644 --- a/definition/IRoom.ts +++ b/definition/IRoom.ts @@ -120,6 +120,7 @@ export interface IOmnichannelRoom extends Omit room.t === 'l'; diff --git a/ee/app/livechat-enterprise/server/hooks/afterTakeInquiry.js b/ee/app/livechat-enterprise/server/hooks/afterTakeInquiry.js index 424f3840a83..60f407f28c2 100644 --- a/ee/app/livechat-enterprise/server/hooks/afterTakeInquiry.js +++ b/ee/app/livechat-enterprise/server/hooks/afterTakeInquiry.js @@ -17,6 +17,6 @@ callbacks.add('livechat.afterTakeInquiry', async (inquiry) => { const { department } = inquiry; debouncedDispatchWaitingQueueStatus(department); - cbLogger.debug(`Statuses for queue ${ department || 'Public' } updated succesfully`); + cbLogger.debug(`Statuses for queue ${ department || 'Public' } updated successfully`); return inquiry; }, callbacks.priority.MEDIUM, 'livechat-after-take-inquiry'); diff --git a/ee/app/livechat-enterprise/server/hooks/beforeRoutingChat.js b/ee/app/livechat-enterprise/server/hooks/beforeRoutingChat.js index 61bbd6261be..671251f7e03 100644 --- a/ee/app/livechat-enterprise/server/hooks/beforeRoutingChat.js +++ b/ee/app/livechat-enterprise/server/hooks/beforeRoutingChat.js @@ -31,11 +31,13 @@ callbacks.add('livechat.beforeRouteChat', async (inquiry, agent) => { saveQueueInquiry(inquiry); - const [inq] = await LivechatInquiry.getCurrentSortedQueueAsync({ _id, department }); - if (inq) { - dispatchInquiryPosition(inq); + if (settings.get('Omnichannel_calculate_dispatch_service_queue_statistics')) { + const [inq] = await LivechatInquiry.getCurrentSortedQueueAsync({ _id, department }); + if (inq) { + dispatchInquiryPosition(inq); + cbLogger.debug(`Callback success. Inquiry ${ _id } position has been notified`); + } } - cbLogger.debug(`Callback success. Inquiry ${ _id } position has been notified`); return LivechatInquiry.findOneById(_id); }, callbacks.priority.HIGH, 'livechat-before-routing-chat'); diff --git a/ee/app/livechat-enterprise/server/hooks/onAgentAssignmentFailed.ts b/ee/app/livechat-enterprise/server/hooks/onAgentAssignmentFailed.ts index f8ebf12e436..b59b31f0121 100644 --- a/ee/app/livechat-enterprise/server/hooks/onAgentAssignmentFailed.ts +++ b/ee/app/livechat-enterprise/server/hooks/onAgentAssignmentFailed.ts @@ -16,8 +16,7 @@ const handleOnAgentAssignmentFailed = async ({ inquiry, room, options }: { inqui const { _id: roomId } = room; const { _id: inquiryId } = inquiry; - LivechatInquiry.queueInquiry(inquiryId); - LivechatInquiry.removeDefaultAgentById(inquiryId); + LivechatInquiry.queueInquiryAndRemoveDefaultAgent(inquiryId); LivechatRooms.removeAgentByRoomId(roomId); Subscriptions.removeByRoomId(roomId); dispatchAgentDelegated(roomId, null); diff --git a/ee/app/livechat-enterprise/server/hooks/onCloseLivechat.js b/ee/app/livechat-enterprise/server/hooks/onCloseLivechat.js index eb52f3ed975..2bf0ff792be 100644 --- a/ee/app/livechat-enterprise/server/hooks/onCloseLivechat.js +++ b/ee/app/livechat-enterprise/server/hooks/onCloseLivechat.js @@ -1,7 +1,6 @@ import { callbacks } from '../../../../../app/callbacks'; import { settings } from '../../../../../app/settings/server'; import { debouncedDispatchWaitingQueueStatus } from '../lib/Helper'; -import { RoutingManager } from '../../../../../app/livechat/server/lib/RoutingManager'; import { LivechatEnterprise } from '../lib/LivechatEnterprise'; const onCloseLivechat = (room) => { @@ -12,10 +11,7 @@ const onCloseLivechat = (room) => { } const { departmentId } = room || {}; - if (!RoutingManager.getConfig().autoAssignAgent) { - debouncedDispatchWaitingQueueStatus(departmentId); - return room; - } + debouncedDispatchWaitingQueueStatus(departmentId); return room; }; diff --git a/ee/app/livechat-enterprise/server/lib/Helper.js b/ee/app/livechat-enterprise/server/lib/Helper.js index 59e3425657b..c4f14c44054 100644 --- a/ee/app/livechat-enterprise/server/lib/Helper.js +++ b/ee/app/livechat-enterprise/server/lib/Helper.js @@ -95,8 +95,17 @@ export const dispatchInquiryPosition = async (inquiry, queueInfo) => { }; export const dispatchWaitingQueueStatus = async (department) => { + if (!settings.get('Livechat_waiting_queue') && !settings.get('Omnichannel_calculate_dispatch_service_queue_statistics')) { + return; + } + helperLogger.debug(`Updating statuses for queue ${ department || 'Public' }`); const queue = await LivechatInquiry.getCurrentSortedQueueAsync({ department }); + + if (!queue.length) { + return; + } + const queueInfo = await getQueueInfo(department); queue.forEach((inquiry) => { dispatchInquiryPosition(inquiry, queueInfo); @@ -126,14 +135,11 @@ export const processWaitingQueue = async (department) => { if (room && room.servedBy) { const { _id: rid, servedBy: { _id: agentId } } = room; - helperLogger.debug(`Inquiry ${ inquiry._id } taken succesfully by agent ${ agentId }. Notifying`); + helperLogger.debug(`Inquiry ${ inquiry._id } taken successfully by agent ${ agentId }. Notifying`); return setTimeout(() => { propagateAgentDelegated(rid, agentId); }, 1000); } - - const { departmentId } = room || {}; - await debouncedDispatchWaitingQueueStatus(departmentId); }; export const setPredictedVisitorAbandonmentTime = (room) => { @@ -254,6 +260,10 @@ export const getLivechatQueueInfo = async (room) => { return null; } + if (!settings.get('Omnichannel_calculate_dispatch_service_queue_statistics')) { + return null; + } + const { _id: rid, departmentId: department } = room; const inquiry = LivechatInquiry.findOneByRoomId(rid, { fields: { _id: 1, status: 1 } }); if (!inquiry) { diff --git a/ee/app/livechat-enterprise/server/lib/LivechatEnterprise.js b/ee/app/livechat-enterprise/server/lib/LivechatEnterprise.js index 0109eceb75f..0646bced25c 100644 --- a/ee/app/livechat-enterprise/server/lib/LivechatEnterprise.js +++ b/ee/app/livechat-enterprise/server/lib/LivechatEnterprise.js @@ -199,7 +199,8 @@ export const LivechatEnterprise = { }, }; -const RACE_TIMEOUT = 1000; +const DEFAULT_RACE_TIMEOUT = 5000; +let queueDelayTimeout = DEFAULT_RACE_TIMEOUT; const queueWorker = { running: false, @@ -242,9 +243,9 @@ const queueWorker = { } const queue = await this.nextQueue(); - queueLogger.debug(`Executing queue ${ queue || 'Public' } with timeout of ${ RACE_TIMEOUT }`); + queueLogger.debug(`Executing queue ${ queue || 'Public' } with timeout of ${ queueDelayTimeout }`); - setTimeout(this.checkQueue.bind(this, queue), RACE_TIMEOUT); + setTimeout(this.checkQueue.bind(this, queue), queueDelayTimeout); }, async checkQueue(queue) { @@ -292,3 +293,7 @@ settings.watch('Livechat_enabled', (enabled) => { omnichannelIsEnabled = enabled; omnichannelIsEnabled && RoutingManager.isMethodSet() ? shouldQueueStart() : queueWorker.stop(); }); + +settings.watch('Omnichannel_queue_delay_timeout', (timeout) => { + queueDelayTimeout = timeout < 1 ? DEFAULT_RACE_TIMEOUT : timeout * 1000; +}); diff --git a/ee/app/livechat-enterprise/server/settings.ts b/ee/app/livechat-enterprise/server/settings.ts index d3dc3be2413..80c5f53e5ef 100644 --- a/ee/app/livechat-enterprise/server/settings.ts +++ b/ee/app/livechat-enterprise/server/settings.ts @@ -113,6 +113,37 @@ export const createSettings = (): void => { ], }); + this.add('Omnichannel_calculate_dispatch_service_queue_statistics', true, { + type: 'boolean', + group: 'Omnichannel', + section: 'Queue_management', + i18nLabel: 'Omnichannel_calculate_dispatch_service_queue_statistics', + enableQuery: [{ _id: 'Livechat_waiting_queue', value: true }, omnichannelEnabledQuery], + enterprise: true, + invalidValue: false, + modules: [ + 'livechat-enterprise', + ], + }); + + this.add('Omnichannel_queue_delay_timeout', 5, { + type: 'int', + group: 'Omnichannel', + section: 'Queue_management', + i18nLabel: 'Queue_delay_timeout', + i18nDescription: 'Time_in_seconds', + enableQuery: [ + { _id: 'Livechat_waiting_queue', value: true }, + { _id: 'Livechat_Routing_Method', value: { $ne: 'Manual_Selection' } }, + omnichannelEnabledQuery, + ], + enterprise: true, + invalidValue: 5, + modules: [ + 'livechat-enterprise', + ], + }); + this.add('Livechat_number_most_recent_chats_estimate_wait_time', 100, { type: 'int', group: 'Omnichannel', diff --git a/packages/rocketchat-i18n/i18n/en.i18n.json b/packages/rocketchat-i18n/i18n/en.i18n.json index 8f16c2930cd..c6e6db53394 100644 --- a/packages/rocketchat-i18n/i18n/en.i18n.json +++ b/packages/rocketchat-i18n/i18n/en.i18n.json @@ -3175,6 +3175,8 @@ "Omnichannel": "Omnichannel", "Omnichannel_Directory": "Omnichannel Directory", "Omnichannel_appearance": "Omnichannel Appearance", + "Omnichannel_calculate_dispatch_service_queue_statistics": "Calculate and dispatch Omnichannel waiting queue statistics", + "Omnichannel_calculate_dispatch_service_queue_statistics_Description": "Processing and dispatching waiting queue statistics such as position and estimated waiting time. If *Livechat channel* is not in use, it is recommended to disable this setting and prevent the server from doing unnecessary processes.", "Omnichannel_Contact_Center": "Omnichannel Contact Center", "Omnichannel_contact_manager_routing": "Assign new conversations to the contact manager", "Omnichannel_contact_manager_routing_Description": "This setting allocates a chat to the assigned Contact Manager, as long as the Contact Manager is online when the chat starts", @@ -3401,6 +3403,7 @@ "Query_description": "Additional conditions for determining which users to send the email to. Unsubscribed users are automatically removed from the query. It must be a valid JSON. Example: \"{\"createdAt\":{\"$gt\":{\"$date\": \"2015-01-01T00:00:00.000Z\"}}}\"", "Query_is_not_valid_JSON": "Query is not valid JSON", "Queue": "Queue", + "Queue_delay_timeout": "Queue processing delay timeout", "Queue_Time": "Queue Time", "Queue_management": "Queue Management", "quote": "quote", @@ -4726,4 +4729,4 @@ "Your_temporary_password_is_password": "Your temporary password is [password].", "Your_TOTP_has_been_reset": "Your Two Factor TOTP has been reset.", "Your_workspace_is_ready": "Your workspace is ready to use 🎉" -} \ No newline at end of file +} diff --git a/packages/rocketchat-i18n/i18n/pt-BR.i18n.json b/packages/rocketchat-i18n/i18n/pt-BR.i18n.json index 6bb6442e9b4..28b4089154b 100644 --- a/packages/rocketchat-i18n/i18n/pt-BR.i18n.json +++ b/packages/rocketchat-i18n/i18n/pt-BR.i18n.json @@ -3168,6 +3168,8 @@ "Omnichannel": "Omnichannel", "Omnichannel_Directory": "Diretório Omnichannel", "Omnichannel_appearance": "Aparência do Omnichannel", + "Omnichannel_calculate_dispatch_service_queue_statistics": "Calcular e propagar dados estatísticos da fila de espera Omnichannel", + "Omnichannel_calculate_dispatch_service_queue_statistics_Description": "Proessamento de dados estatísticos da fila de espera Omnichannel como as posição e tempo estimado de espera na fila. Se o *canal Livechat* não estiver em uso, é recomendável desabilitar essa configuração e evitar que o servidor execute processos desnecessários.", "Omnichannel_Contact_Center": "Central de Contatos Omnichannel", "Omnichannel_contact_manager_routing": "Atribuir novas conversas para o Gerente do Contato", "Omnichannel_contact_manager_routing_Description": "Aloca novos chats para o Gerente do Contato(quando atribuído), desde que o Gerente do Contato esteja online quando a conversa é iniciado", @@ -3394,6 +3396,7 @@ "Query_description": "Condições adicionais para determinar para quais usuários enviar e-mail. Usuários não inscritos são automaticamente removidos a partir da consulta. Deve ser um JSON válido. Exemplo: `{\"createdAt\": {\"$gt\": {\"$date\": \"2015-01-01T00: 00: 00.000Z\"}}}`", "Query_is_not_valid_JSON": "Query não é um JSON válido", "Queue": "Fila", + "Queue_delay_timeout": "Tempo limite de atraso para processamento da fila", "Queue_Time": "Tempo na fila", "Queue_management": "Gerenciamento de Fila", "quote": "citação", @@ -4714,4 +4717,4 @@ "Your_temporary_password_is_password": "Sua senha temporária é [password].", "Your_TOTP_has_been_reset": "Seu TOTP de dois fatores foi redefinido.", "Your_workspace_is_ready": "O seu espaço de trabalho está pronto para usar 🎉" -} \ No newline at end of file +} diff --git a/server/modules/watchers/publishFields.ts b/server/modules/watchers/publishFields.ts index 10427adf485..0e6aa92ab55 100644 --- a/server/modules/watchers/publishFields.ts +++ b/server/modules/watchers/publishFields.ts @@ -100,6 +100,7 @@ export const roomFields = { metrics: 1, ts: 1, waitingResponse: 1, + queuedAt: 1, // fields used by DMs usernames: 1,