Rocket.Chat/app/livechat/server/hooks/saveAnalyticsData.js

import { callbacks } from '../../../callbacks';
import { LivechatRooms } from '../../../models';
import { normalizeMessageAttachments } from '../../../utils/server/functions/normalizeMessageAttachments';

callbacks.add('afterSaveMessage', function(message, room) {
	// skips this callback if the message was edited
	if (!message || message.editedAt) {
		return message;
	}

	// check if room is livechat
	if (room.t !== 'l') {
		return message;
	}

	if (message.file) {
		message = normalizeMessageAttachments(message);
	}

	const now = new Date();
	let analyticsData;

	// if the message has a token, it was sent by the visitor
	if (!message.token) {
		const visitorLastQuery = room.metrics && room.metrics.v ? room.metrics.v.lq : room.ts;
		const agentLastReply = room.metrics && room.metrics.servedBy ? room.metrics.servedBy.lr : room.ts;
		const agentJoinTime = room.servedBy && room.servedBy.ts ? room.servedBy.ts : room.ts;

		const isResponseTt = room.metrics && room.metrics.response && room.metrics.response.tt;
		const isResponseTotal = room.metrics && room.metrics.response && room.metrics.response.total;

		if (agentLastReply === room.ts) {		// first response
			const firstResponseDate = now;
			const firstResponseTime = (now.getTime() - visitorLastQuery) / 1000;
			const responseTime = (now.getTime() - visitorLastQuery) / 1000;
			const avgResponseTime = ((isResponseTt ? room.metrics.response.tt : 0) + responseTime) / ((isResponseTotal ? room.metrics.response.total : 0) + 1);

			const firstReactionDate = now;
			const firstReactionTime = (now.getTime() - agentJoinTime) / 1000;
			const reactionTime = (now.getTime() - agentJoinTime) / 1000;

			analyticsData = {
				firstResponseDate,
				firstResponseTime,
				responseTime,
				avgResponseTime,
				firstReactionDate,
				firstReactionTime,
				reactionTime,
			};
		} else if (visitorLastQuery > agentLastReply) {		// response, not first
			const responseTime = (now.getTime() - visitorLastQuery) / 1000;
			const avgResponseTime = ((isResponseTt ? room.metrics.response.tt : 0) + responseTime) / ((isResponseTotal ? room.metrics.response.total : 0) + 1);

			const reactionTime = (now.getTime() - visitorLastQuery) / 1000;

			analyticsData = {
				responseTime,
				avgResponseTime,
				reactionTime,
			};
		}	// ignore, its continuing response
	}

	LivechatRooms.saveAnalyticsDataByRoomId(room, message, analyticsData);
	return message;
}, callbacks.priority.LOW, 'saveAnalyticsData');