feat(Omnichannel): Queued Status option Current Chats (#32800)

Co-authored-by: Kevin Aleman <[email protected]>

.changeset/weak-tigers-suffer.md

@@ -0,0 +1,7 @@
+---
+"@rocket.chat/meteor": minor
+"@rocket.chat/model-typings": minor
+"@rocket.chat/rest-typings": minor
+---
+
+Added the ability to filter chats by `queued` on the Current Chats Omnichannel page

apps/meteor/app/livechat/imports/server/rest/rooms.ts

@@ -30,7 +30,7 @@ API.v1.addRoute(
 		async get() {
 			const { offset, count } = await getPaginationItems(this.queryParams);
 			const { sort, fields } = await this.parseJsonQuery();
-			const { agents, departmentId, open, tags, roomName, onhold } = this.queryParams;
+			const { agents, departmentId, open, tags, roomName, onhold, queued } = this.queryParams;
 			const { createdAt, customFields, closedAt } = this.queryParams;
 
 			const createdAtParam = validateDateParams('createdAt', createdAt);
@@ -69,6 +69,7 @@ API.v1.addRoute(
 					tags,
 					customFields: parsedCf,
 					onhold,
+					queued,
 					options: { offset, count, sort, fields },
 				}),
 			);

apps/meteor/app/livechat/server/api/lib/rooms.ts

@@ -14,6 +14,7 @@ export async function findRooms({
 	tags,
 	customFields,
 	onhold,
+	queued,
 	options: { offset, count, fields, sort },
 }: {
 	agents?: Array<string>;
@@ -31,6 +32,7 @@ export async function findRooms({
 	tags?: Array<string>;
 	customFields?: Record<string, string>;
 	onhold?: string | boolean;
+	queued?: string | boolean;
 	options: { offset: number; count: number; fields: Record<string, number>; sort: Record<string, number> };
 }): Promise<PaginatedResult<{ rooms: Array<IOmnichannelRoom> }>> {
 	const extraQuery = await callbacks.run('livechat.applyRoomRestrictions', {});
@@ -44,6 +46,7 @@ export async function findRooms({
 		tags,
 		customFields,
 		onhold: ['t', 'true', '1'].includes(`${onhold}`),
+		queued: ['t', 'true', '1'].includes(`${queued}`),
 		options: {
 			sort: sort || { ts: -1 },
 			offset,

apps/meteor/client/views/omnichannel/currentChats/CurrentChatsPage.tsx

@@ -54,6 +54,7 @@ type CurrentChatQuery = {
 	customFields?: string;
 	sort: string;
 	count?: number;
+	queued?: boolean;
 };
 
 type useQueryType = (
@@ -95,8 +96,9 @@ const currentChatQuery: useQueryType = (
 	}
 
 	if (status !== 'all') {
-		query.open = status === 'opened' || status === 'onhold';
+		query.open = status === 'opened' || status === 'onhold' || status === 'queued';
 		query.onhold = status === 'onhold';
+		query.queued = status === 'queued';
 	}
 	if (servedBy && servedBy !== 'all') {
 		query.agents = [servedBy];
@@ -170,8 +172,9 @@ const CurrentChatsPage = ({ id, onRowClick }: { id?: string; onRowClick: (_id: s
 	const renderRow = useCallback(
 		(room) => {
 			const { _id, fname, servedBy, ts, lm, department, open, onHold, priorityWeight } = room;
-			const getStatusText = (open: boolean, onHold: boolean): string => {
+			const getStatusText = (open: boolean, onHold: boolean, servedBy: boolean): string => {
 				if (!open) return t('Closed');
+				if (open && !servedBy) return t('Queued');
 				return onHold ? t('On_Hold_Chats') : t('Room_Status_Open');
 			};
 
@@ -198,7 +201,7 @@ const CurrentChatsPage = ({ id, onRowClick }: { id?: string; onRowClick: (_id: s
 						{moment(lm).format('L LTS')}
 					</GenericTableCell>
 					<GenericTableCell withTruncatedText data-qa='current-chats-cell-status'>
-						<RoomActivityIcon room={room} /> {getStatusText(open, onHold)}
+						<RoomActivityIcon room={room} /> {getStatusText(open, onHold, !!servedBy?.username)}
 					</GenericTableCell>
 					{canRemoveClosedChats && !open && <RemoveChatButton _id={_id} />}
 				</GenericTableRow>

apps/meteor/client/views/omnichannel/currentChats/FilterByText.tsx

@@ -30,6 +30,7 @@ const FilterByText = ({ setFilter, reload, customFields, setCustomFields, hasCus
 		['closed', t('Closed')],
 		['opened', t('Room_Status_Open')],
 		['onhold', t('On_Hold_Chats')],
+		['queued', t('Queued')],
 	];
 
 	const [guest, setGuest] = useLocalStorage('guest', '');

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

@@ -1211,6 +1211,7 @@ export class LivechatRoomsRaw extends BaseRaw<IOmnichannelRoom> implements ILive
 		visitorId,
 		roomIds,
 		onhold,
+		queued,
 		options = {},
 		extraQuery = {},
 	}: {
@@ -1226,6 +1227,7 @@ export class LivechatRoomsRaw extends BaseRaw<IOmnichannelRoom> implements ILive
 		visitorId?: string;
 		roomIds?: string[];
 		onhold?: boolean;
+		queued?: boolean;
 		options?: { offset?: number; count?: number; sort?: { [k: string]: SortDirection } };
 		extraQuery?: Filter<IOmnichannelRoom>;
 	}) {
@@ -1242,6 +1244,10 @@ export class LivechatRoomsRaw extends BaseRaw<IOmnichannelRoom> implements ILive
 			...(visitorId && visitorId !== 'undefined' && { 'v._id': visitorId }),
 		};
 
+		if (open) {
+			query.servedBy = { $exists: true };
+		}
+
 		if (createdAt) {
 			query.ts = {};
 			if (createdAt.start) {
@@ -1280,6 +1286,12 @@ export class LivechatRoomsRaw extends BaseRaw<IOmnichannelRoom> implements ILive
 			};
 		}
 
+		if (queued) {
+			query.servedBy = { $exists: false };
+			query.open = true;
+			query.onHold = { $ne: true };
+		}
+
 		return this.findPaginated(query, {
 			sort: options.sort || { name: 1 },
 			skip: options.offset,

apps/meteor/tests/end-to-end/api/livechat/00-rooms.ts

@@ -35,6 +35,7 @@ import {
 	fetchMessages,
 	deleteVisitor,
 	makeAgentUnavailable,
+	sendAgentMessage,
 } from '../../../data/livechat/rooms';
 import { saveTags } from '../../../data/livechat/tags';
 import type { DummyResponse } from '../../../data/livechat/utils';
@@ -341,6 +342,77 @@ describe('LIVECHAT - rooms', () => {
 			expect(body.rooms.some((room: IOmnichannelRoom) => !!room.closedAt)).to.be.true;
 			expect(body.rooms.some((room: IOmnichannelRoom) => room.open)).to.be.true;
 		});
+		it('should return queued rooms when `queued` param is passed', async () => {
+			await updateSetting('Livechat_Routing_Method', 'Manual_Selection');
+			const visitor = await createVisitor();
+			const room = await createLivechatRoom(visitor.token);
+
+			const { body } = await request.get(api('livechat/rooms')).query({ queued: true }).set(credentials).expect(200);
+
+			expect(body.rooms.every((room: IOmnichannelRoom) => room.open)).to.be.true;
+			expect(body.rooms.every((room: IOmnichannelRoom) => !room.servedBy)).to.be.true;
+			expect(body.rooms.find((froom: IOmnichannelRoom) => froom._id === room._id)).to.be.not.undefined;
+		});
+		it('should return queued rooms when `queued` and `open` params are passed', async () => {
+			const visitor = await createVisitor();
+			const room = await createLivechatRoom(visitor.token);
+
+			const { body } = await request.get(api('livechat/rooms')).query({ queued: true, open: true }).set(credentials).expect(200);
+
+			expect(body.rooms.every((room: IOmnichannelRoom) => room.open)).to.be.true;
+			expect(body.rooms.every((room: IOmnichannelRoom) => !room.servedBy)).to.be.true;
+			expect(body.rooms.find((froom: IOmnichannelRoom) => froom._id === room._id)).to.be.not.undefined;
+		});
+		it('should return open rooms when `open` is param is passed. Open rooms should not include queued conversations', async () => {
+			const visitor = await createVisitor();
+			const room = await createLivechatRoom(visitor.token);
+
+			const { room: room2 } = await startANewLivechatRoomAndTakeIt();
+
+			const { body } = await request.get(api('livechat/rooms')).query({ open: true }).set(credentials).expect(200);
+
+			expect(body.rooms.every((room: IOmnichannelRoom) => room.open)).to.be.true;
+			expect(body.rooms.find((froom: IOmnichannelRoom) => froom._id === room2._id)).to.be.not.undefined;
+			expect(body.rooms.find((froom: IOmnichannelRoom) => froom._id === room._id)).to.be.undefined;
+
+			await updateSetting('Livechat_Routing_Method', 'Auto_Selection');
+		});
+		(IS_EE ? describe : describe.skip)('Queued and OnHold chats', () => {
+			before(async () => {
+				await updateSetting('Livechat_allow_manual_on_hold', true);
+				await updateSetting('Livechat_Routing_Method', 'Manual_Selection');
+			});
+
+			after(async () => {
+				await updateSetting('Livechat_Routing_Method', 'Auto_Selection');
+				await updateSetting('Livechat_allow_manual_on_hold', false);
+			});
+
+			it('should not return on hold rooms along with queued rooms when `queued` is true and `onHold` is true', async () => {
+				const { room } = await startANewLivechatRoomAndTakeIt();
+				await sendAgentMessage(room._id);
+				const response = await request
+					.post(api('livechat/room.onHold'))
+					.set(credentials)
+					.send({
+						roomId: room._id,
+					})
+					.expect(200);
+
+				expect(response.body.success).to.be.true;
+
+				const visitor = await createVisitor();
+				const room2 = await createLivechatRoom(visitor.token);
+
+				const { body } = await request.get(api('livechat/rooms')).query({ queued: true, onhold: true }).set(credentials).expect(200);
+
+				expect(body.rooms.every((room: IOmnichannelRoom) => room.open)).to.be.true;
+				expect(body.rooms.every((room: IOmnichannelRoom) => !room.servedBy)).to.be.true;
+				expect(body.rooms.every((room: IOmnichannelRoom) => !room.onHold)).to.be.true;
+				expect(body.rooms.find((froom: IOmnichannelRoom) => froom._id === room._id)).to.be.undefined;
+				expect(body.rooms.find((froom: IOmnichannelRoom) => froom._id === room2._id)).to.be.not.undefined;
+			});
+		});
 		(IS_EE ? it : it.skip)('should return only rooms with the given department', async () => {
 			const { department } = await createDepartmentWithAnOnlineAgent();
 

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

@@ -28,6 +28,7 @@ type WithOptions = {
 	options?: any;
 };
 
+// TODO: Fix types of model
 export interface ILivechatRoomsModel extends IBaseModel<IOmnichannelRoom> {
 	getQueueMetrics(params: { departmentId: any; agentId: any; includeOfflineAgents: any; options?: any }): any;
 
@@ -96,6 +97,7 @@ export interface ILivechatRoomsModel extends IBaseModel<IOmnichannelRoom> {
 		visitorId?: any;
 		roomIds?: any;
 		onhold: any;
+		queued: any;
 		options?: any;
 		extraQuery?: any;
 	}): FindPaginated<FindCursor<IOmnichannelRoom>>;

packages/rest-typings/src/v1/omnichannel.ts

@@ -2552,6 +2552,7 @@ export type GETLivechatRoomsParams = PaginatedRequest<{
 	departmentId?: string;
 	open?: string | boolean;
 	onhold?: string | boolean;
+	queued?: string | boolean;
 	tags?: string[];
 }>;
 
@@ -2617,6 +2618,12 @@ const GETLivechatRoomsParamsSchema = {
 				{ type: 'boolean', nullable: true },
 			],
 		},
+		queued: {
+			anyOf: [
+				{ type: 'string', nullable: true },
+				{ type: 'boolean', nullable: true },
+			],
+		},
 		tags: {
 			type: 'array',
 			items: {