[NEW] Livechat analytics #15230

MarcosSpessatto · 2019-08-21T21:57:19Z

No description provided.

…t-analytics

app/livechat/server/config.js

app/livechat/server/hooks/saveLastVisitorMessageTs.js

renatobecker-zz · 2019-09-17T13:52:24Z

app/livechat/server/lib/Livechat.js

 	},

+	saveTransferHistory(room, transferData) {
+		const transferedToDepartment = Boolean(transferData.departmentId);


I would use destructuring assignment here:

Suggested change

const transferedToDepartment = Boolean(transferData.departmentId);

const { departmentId: previousDepartment, servedBy: { _id: previousAgent } = {} } = room;

const { departmentId: nextDepartment, userId: nextAgent, transferedBy } = transferData;

const transferedToDepartment = Boolean(transferData.departmentId);

app/livechat/server/lib/Livechat.js

app/livechat/server/startup.js

app/livechat/server/statistics/LivechatSessionsMonitor.js

app/models/server/index.js

app/models/server/models/LivechatSessions.js

renatobecker-zz

Just a few typo fixes.

app/livechat/server/api/v1/room.js

app/livechat/server/lib/Livechat.js

renatobecker-zz · 2019-11-07T16:12:22Z

app/livechat/server/methods/setDepartmentForVisitor.js

 		const transferData = {
 			roomId,
 			departmentId,
+			transferedBy: visitor._id,


Suggested change

transferedBy: visitor._id,

transferredBy: visitor._id,

renatobecker-zz · 2019-11-07T16:12:30Z

app/livechat/server/lib/Livechat.js

+			scope: nextDepartment ? 'department' : 'agent',
+			...previousDepartment && { previousDepartment },
+			...nextDepartment && { nextDepartment },
+			...transferedTo && { transferedTo },


Suggested change

...transferedTo && { transferedTo },

...transferredTo && { transferredTo },

renatobecker-zz · 2019-11-07T16:12:39Z

app/livechat/server/methods/transfer.js


 		const guest = LivechatVisitors.findOneById(room.v && room.v._id);
+		const user = Meteor.user();
+		transferData.transferedBy = { _id: user._id, username: user.username };


Suggested change

transferData.transferedBy = { _id: user._id, username: user.username };

const { _id, username } = user || {};

transferData.transferredBy = { _id, username };

renatobecker-zz · 2019-11-07T16:13:28Z

app/livechat/server/lib/Livechat.js


+	saveTransferHistory(room, transferData) {
+		const { departmentId: previousDepartment } = room;
+		const { departmentId: nextDepartment, transferedBy, transferedTo } = transferData;


Suggested change

const { departmentId: nextDepartment, transferedBy, transferedTo } = transferData;

const { departmentId: nextDepartment, transferredBy, transferedTo } = transferData;

app/livechat/server/config.js

renatobecker-zz · 2019-11-07T16:46:40Z

app/livechat/server/api/v1/room.js

 			Messages.keepHistoryForToken(token);

-			if (!Promise.await(Livechat.transfer(room, guest, { roomId: rid, departmentId: department }))) {
+			const transferedBy = { _id: room.servedBy._id, username: room.servedBy.username };


Through this endpoint, the transfer process is requested from the visitor, not the current room agent.

renatobecker-zz · 2019-11-07T16:47:19Z

app/livechat/server/methods/setDepartmentForVisitor.js

 		const transferData = {
 			roomId,
 			departmentId,
+			transferedBy: visitor._id,


the transferedBy prop is an object, right?

app/models/server/models/LivechatAgentActivity.js

renatobecker-zz · 2019-11-07T16:52:19Z

app/models/server/models/LivechatAgentActivity.js

+		const update = {
+			$inc: { availableTime },
+			$set: {
+				lastStopedAt,


Suggested change

lastStopedAt,

lastStoppedAt,

renatobecker-zz · 2019-11-07T16:52:48Z

app/models/server/models/LivechatAgentActivity.js

+		return this.update(query, update);
+	}
+
+	updateServiceHistory({ agentId, date, historyObject }) {


Suggested change

updateServiceHistory({ agentId, date, historyObject }) {

updateServiceHistory({ agentId, date, serviceHistory }) {

renatobecker-zz · 2019-11-07T16:52:53Z

app/models/server/models/LivechatAgentActivity.js

+		};
+		const update = {
+			$addToSet: {
+				serviceHistory: historyObject,


Suggested change

serviceHistory: historyObject,

serviceHistory,

renatobecker-zz · 2019-11-07T16:53:17Z

app/models/server/models/LivechatRooms.js

 		return this.remove(query);
 	}
+
+	updateTransferHistoryByRoomId(roomId, transfer) {


Suggested change

updateTransferHistoryByRoomId(roomId, transfer) {

updateTransferHistoryByRoomId(roomId, transferHistory) {

renatobecker-zz · 2019-11-07T16:53:26Z

app/models/server/models/LivechatRooms.js

+		};
+		const update = {
+			$addToSet: {
+				transferHistory: transfer,


Suggested change

transferHistory: transfer,

transferHistory,

renatobecker-zz

We need to define when the user who is transferring is the visitor.

renatobecker-zz · 2019-11-07T20:28:26Z

app/livechat/server/api/v1/room.js

 import { API } from '../../../../api';
 import { findGuest, findRoom, getRoom, settings, findAgent } from '../lib/livechat';
 import { Livechat } from '../../lib/Livechat';
+import { getTransferredData } from '../../lib/Helper';


Suggested change

import { getTransferredData } from '../../lib/Helper';

import { normalizeTransferredByData } from '../../lib/Helper';

renatobecker-zz · 2019-11-07T20:28:38Z

app/livechat/server/api/v1/room.js

 			Messages.keepHistoryForToken(token);

-			if (!Promise.await(Livechat.transfer(room, guest, { roomId: rid, departmentId: department }))) {
+			const transferredBy = getTransferredData(guest, room);


Suggested change

const transferredBy = getTransferredData(guest, room);

const data = { _id, username, type: 'visitor' } = guest;

const transferredBy = normalizeTransferredByData(data, room);

renatobecker-zz · 2019-11-07T20:29:03Z

app/livechat/server/lib/Helper.js

 	return true;
 };
+
+export const getTransferredData = (transferredBy, room) => {


Suggested change

export const getTransferredData = (transferredBy, room) => {

export const normalizeTransferredByData = (transferredBy, room) => {

renatobecker-zz · 2019-11-07T20:34:43Z

app/livechat/server/lib/Helper.js

+	if (!transferredBy || !room) {
+		throw new Error('You must provide "transferredBy" and "room" params to "getTransferredByData"');
+	}
+	return {


Suggested change

return {

const { servedBy: { _id: agentId } = {} } = room;

const { _id, username, type: transferType } = transferredBy;

const type = transferType || (_id === agentId ? 'agent' : 'user');

return {

_id,

username,

type,

renatobecker-zz · 2019-11-07T20:37:15Z

app/livechat/server/methods/setDepartmentForVisitor.js


 import { LivechatRooms, Messages, LivechatVisitors } from '../../../models';
 import { Livechat } from '../lib/Livechat';
+import { getTransferredData } from '../lib/Helper';


Suggested change

import { getTransferredData } from '../lib/Helper';

import { normalizeTransferredByData } from '../lib/Helper';

renatobecker-zz · 2019-11-07T20:38:26Z

app/livechat/server/methods/setDepartmentForVisitor.js

 		const transferData = {
 			roomId,
 			departmentId,
+			transferredBy: getTransferredData(visitor, room),


Suggested change

transferredBy: getTransferredData(visitor, room),

transferredBy: normalizeTransferredByData(data, room),

renatobecker-zz · 2019-11-07T20:40:45Z

app/livechat/server/methods/transfer.js

-import { LivechatRooms, Subscriptions, LivechatVisitors } from '../../../models';
+import { LivechatRooms, Subscriptions, LivechatVisitors, Users } from '../../../models';
 import { Livechat } from '../lib/Livechat';
+import { getTransferredData } from '../lib/Helper';


Suggested change

import { getTransferredData } from '../lib/Helper';

import { normalizeTransferredByData } from '../lib/Helper';

renatobecker-zz · 2019-11-07T20:40:56Z

app/livechat/server/methods/transfer.js

 		}

 		const guest = LivechatVisitors.findOneById(room.v && room.v._id);
+		transferData.transferredBy = getTransferredData(Meteor.user() || {}, room);


Suggested change

transferData.transferredBy = getTransferredData(Meteor.user() || {}, room);

transferData.transferredBy = normalizeTransferredByData(Meteor.user() || {}, room);

renatobecker-zz · 2019-11-08T17:51:34Z

app/livechat/server/lib/Livechat.js

 				status,
 			});
 		});
+		callbacks.runAsync('livechat.agentStatusChanged', { userId, status });


This callback doesn't depend on the 'Livechat_show_agent_info setting, so I suggest to run the callback at the beginning of the method, before testing the Livechat_show_agent_info setting.

renatobecker-zz · 2019-11-08T17:51:54Z

app/livechat/server/lib/Livechat.js

+		if (!result) {
+			return false;
+		}
+		this.saveTransferHistory(room, transferData);


Suggested change

this.saveTransferHistory(room, transferData);

return this.saveTransferHistory(room, transferData);

renatobecker-zz · 2019-11-08T17:52:07Z

app/livechat/server/lib/Livechat.js

+			...nextDepartment && { nextDepartment },
+			...transferredTo && { transferredTo },
+		};
+		LivechatRooms.updateTransferHistoryByRoomId(room._id, transfer);


Suggested change

LivechatRooms.updateTransferHistoryByRoomId(room._id, transfer);

return LivechatRooms.updateTransferHistoryByRoomId(room._id, transfer);

renatobecker-zz · 2019-11-08T17:57:43Z

app/livechat/server/statistics/LivechatAgentActivityMonitor.js

+	}
+
+	start() {
+		this._setupListeners();


Would not it be good to have a property to store when the monitor starts? Otherwise, in case the start() is called again, new callbacks will be assigned and duplicated, right?

lgtm-com · 2019-11-11T22:22:42Z

This pull request introduces 4 alerts when merging 0aa93f0 into a8ad42b - view on LGTM.com

new alerts:

4 for Identical operands

lgtm-com · 2019-11-11T23:18:54Z

This pull request introduces 2 alerts when merging 2421b94 into a8ad42b - view on LGTM.com

new alerts:

2 for Identical operands

renatobecker-zz · 2019-11-12T14:11:22Z

app/apps/server/bridges/livechat.js

 			this.orch.getConverters().get('rooms').convertAppRoom(currentRoom),
 			this.orch.getConverters().get('visitors').convertAppVisitor(visitor),
-			{ userId: targetAgent.id, departmentId }
+			{ userId: targetAgent.id, department: LivechatDepartment.findOneById(departmentId) },


You don't need to read the model here, you can do it inside the Livechat.transfer.

renatobecker-zz · 2019-11-12T14:11:33Z

app/livechat/server/api/v1/room.js

-			if (!Promise.await(Livechat.transfer(room, guest, { roomId: rid, departmentId: department }))) {
+			const { _id, username, name } = guest;
+			const transferredBy = normalizeTransferredByData({ _id, username, name, userType: 'visitor' }, room);
+			const department = LivechatDepartment.findOneById(departmentId);


You don't need to read the model here, you can do it inside the Livechat.transfer.

renatobecker-zz · 2019-11-12T14:12:31Z

app/livechat/server/lib/Livechat.js

+			const user = Users.findOneById(userId);
+			const { _id, username, name } = user;
+			const transferredBy = normalizeTransferredByData({ _id, username, name }, room);
+			this.transfer(room, guest, { roomId: room._id, transferredBy, department: LivechatDepartment.findOneById(guest.department) });


You don't need to read the model here, you can do it inside the Livechat.transfer.

renatobecker-zz · 2019-11-12T14:15:09Z

app/livechat/server/methods/transfer.js


 		const guest = LivechatVisitors.findOneById(room.v && room.v._id);
+		transferData.transferredBy = normalizeTransferredByData(Meteor.user() || {}, room);
+		transferData.department = LivechatDepartment.findOneById(transferData.departmentId);


You don't need to read the model here, you can do it inside the Livechat.transfer.

renatobecker-zz · 2019-11-12T14:17:21Z

app/livechat/server/methods/returnAsInquiry.js

 		if (!room.open) {
 			throw new Meteor.Error('room-closed', 'Room closed', { method: 'livechat:returnAsInquiry' });
 		}
+		const transferredBy = normalizeTransferredByData(Meteor.user() || {}, room);


Since you already pass all the information you need through the Livechat.returnRoomAsInquiry, why not processing the transferData inside the Livechat.returnRoomAsInquiry?
IMO it would reduce the complexity of the algorithm.

renatobecker-zz · 2019-11-12T14:19:16Z

app/models/server/models/LivechatRooms.js

 		return this.remove(query);
 	}
+
+	updateTransferHistoryByRoomId(roomId, transferHistory) {


We don't need this method anymore.

renatobecker-zz

This changes may fixe the problem related to the order of the events when forwarding and returning the chat to the queue, what do you think?

renatobecker-zz · 2019-11-12T16:38:02Z

app/livechat/server/lib/Livechat.js

 		}
-
+		this.saveTransferHistory(room, transferData);
 		return RoutingManager.unassignAgent(inquiry, departmentId);


Suggested change

return RoutingManager.unassignAgent(inquiry, departmentId);

return RoutingManager.unassignAgent(inquiry, departmentId) && this.saveTransferHistory(room, transferData);

renatobecker-zz · 2019-11-12T16:39:03Z

app/livechat/server/lib/Livechat.js

+
 	async transfer(room, guest, transferData) {
-		return RoutingManager.transferRoom(room, guest, transferData);
+		const result = await RoutingManager.transferRoom(room, guest, transferData);


Suggested change

const result = await RoutingManager.transferRoom(room, guest, transferData);

const result = await RoutingManager.transferRoom(room, guest, transferData) && this.saveTransferHistory(room, transferData);

Add livechat transfer history to room object

f3241e8

MarcosSpessatto added the feat: livechat label Aug 21, 2019

Marcos Defendi added 2 commits August 26, 2019 19:47

Add metrics to get the visitor inactivity on livechat room close

4493e70

Add setting to know when its considered visitor abandonment

ef4ebff

MarcosSpessatto marked this pull request as ready for review August 27, 2019 16:03

MarcosSpessatto requested a review from renatobecker-zz August 27, 2019 16:03

Marcos Defendi added 4 commits August 27, 2019 13:31

Merge branch 'develop' into livechat-analytics

c15b6a0

Add collection to track available time and history of livechat agents

1c66120

Change date format

c6d196b

Merge branch 'develop' into livechat-analytics

8b00fe6

sampaiodiego added this to the 2.1.0 milestone Sep 13, 2019

Marcos Defendi added 2 commits September 16, 2019 19:12

Merge branch 'develop' into livechat-analytics

50803ca

Merge remote-tracking branch 'origin/livechat-analytics' into livecha…

efcda9e

…t-analytics

renatobecker-zz suggested changes Sep 17, 2019

View reviewed changes

Marcos Defendi and others added 4 commits September 17, 2019 18:50

Merge branch 'develop' into livechat-analytics

d579936

Apply suggestions from review

f1a7f43

Merge branch 'develop' into livechat-analytics

6960c6f

Merge branch 'develop' into livechat-analytics

8acf467

engelgabriel modified the milestones: 2.1.0, 2.2.0 Oct 13, 2019

rodrigok modified the milestones: 2.2.0, 2.3.0 Oct 24, 2019

Merge branch 'develop' into livechat-analytics

6f2ae7b

renatobecker-zz suggested changes Nov 7, 2019

View reviewed changes

Apply suggestions from review

81c1376

renatobecker-zz suggested changes Nov 7, 2019

View reviewed changes

Marcos Defendi added 3 commits November 8, 2019 10:47

Apply suggestions from review

eaf4360

fix property name

9c51a37

Rename var and add ptbr translation

0fd5a96

renatobecker-zz suggested changes Nov 8, 2019

View reviewed changes

code improve

c5c1dc9

renatobecker-zz suggested changes Nov 8, 2019

View reviewed changes

Marcos Defendi and others added 6 commits November 8, 2019 15:09

improve

0e7b1a1

Fix typo.

4eb2772

Fix typos.

8b7bb33

livechat agent history save history by day

738be31

Convert livechat room transfer data to system message

0aa93f0

Merge branch 'develop' into livechat-analytics

032b5ee

Marcos Defendi added 2 commits November 11, 2019 20:07

Change query to retrieve transferred data from messages

e47cc80

remove code duplication

2421b94

renatobecker-zz suggested changes Nov 12, 2019

View reviewed changes

Add support to filter by department id

ab97a6b

renatobecker-zz suggested changes Nov 12, 2019

View reviewed changes

Marcos Defendi and others added 5 commits November 12, 2019 14:39

Code improve

29d0500

Fix message filter

862e93f

Fix cronjob

d3be44e

Fix livechat agent service history

b6dc580

Add a condition to read the department model.

d4ab16e

renatobecker-zz approved these changes Nov 13, 2019

View reviewed changes

renatobecker-zz merged commit c68f7b4 into develop Nov 13, 2019

renatobecker-zz deleted the livechat-analytics branch November 13, 2019 01:41

sampaiodiego mentioned this pull request Nov 28, 2019

Release 2.3.0 #15871

Merged

tassoevan added subj: livechat squad: omnichannel and removed feat: livechat labels Oct 26, 2022

	...transferedTo && { transferedTo },
	...transferredTo && { transferredTo },

	transferData.transferedBy = { _id: user._id, username: user.username };
	const { _id, username } = user \|\| {};
	transferData.transferredBy = { _id, username };

	const { departmentId: nextDepartment, transferedBy, transferedTo } = transferData;
	const { departmentId: nextDepartment, transferredBy, transferedTo } = transferData;

	updateServiceHistory({ agentId, date, historyObject }) {
	updateServiceHistory({ agentId, date, serviceHistory }) {

	updateTransferHistoryByRoomId(roomId, transfer) {
	updateTransferHistoryByRoomId(roomId, transferHistory) {

	import { getTransferredData } from '../../lib/Helper';
	import { normalizeTransferredByData } from '../../lib/Helper';

	const transferredBy = getTransferredData(guest, room);
	const data = { _id, username, type: 'visitor' } = guest;
	const transferredBy = normalizeTransferredByData(data, room);

	export const getTransferredData = (transferredBy, room) => {
	export const normalizeTransferredByData = (transferredBy, room) => {

	import { getTransferredData } from '../lib/Helper';
	import { normalizeTransferredByData } from '../lib/Helper';

	transferredBy: getTransferredData(visitor, room),
	transferredBy: normalizeTransferredByData(data, room),

	transferData.transferredBy = getTransferredData(Meteor.user() \|\| {}, room);
	transferData.transferredBy = normalizeTransferredByData(Meteor.user() \|\| {}, room);

	this.saveTransferHistory(room, transferData);
	return this.saveTransferHistory(room, transferData);

	LivechatRooms.updateTransferHistoryByRoomId(room._id, transfer);
	return LivechatRooms.updateTransferHistoryByRoomId(room._id, transfer);

	return RoutingManager.unassignAgent(inquiry, departmentId);
	return RoutingManager.unassignAgent(inquiry, departmentId) && this.saveTransferHistory(room, transferData);

	const result = await RoutingManager.transferRoom(room, guest, transferData);
	const result = await RoutingManager.transferRoom(room, guest, transferData) && this.saveTransferHistory(room, transferData);

[NEW] Livechat analytics #15230

[NEW] Livechat analytics #15230

Uh oh!

Conversation

MarcosSpessatto commented Aug 21, 2019

Uh oh!

Uh oh!

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Uh oh!

Uh oh!

Uh oh!

Uh oh!

Uh oh!

Uh oh!

Uh oh!

renatobecker-zz left a comment

Choose a reason for hiding this comment

Uh oh!

Uh oh!

Uh oh!

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

renatobecker-zz Nov 7, 2019 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

renatobecker-zz left a comment

Choose a reason for hiding this comment

Uh oh!

renatobecker-zz Nov 7, 2019 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Choose a reason for hiding this comment

Uh oh!

renatobecker-zz Nov 7, 2019 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Choose a reason for hiding this comment

Uh oh!

renatobecker-zz Nov 7, 2019 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Choose a reason for hiding this comment

Uh oh!

Choose a reason for hiding this comment

Uh oh!

renatobecker-zz Nov 7, 2019 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Choose a reason for hiding this comment

Uh oh!

renatobecker-zz Nov 7, 2019 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Choose a reason for hiding this comment

Uh oh!

renatobecker-zz Nov 7, 2019 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

Choose a reason for hiding this comment

Uh oh!

renatobecker-zz Nov 7, 2019 • edited Loading Uh oh! There was an error while loading. Please reload this page.

Uh oh!

renatobecker-zz Nov 7, 2019 •

edited

Loading

renatobecker-zz Nov 7, 2019 •

edited

Loading

renatobecker-zz Nov 7, 2019 •

edited

Loading

renatobecker-zz Nov 7, 2019 •

edited

Loading

renatobecker-zz Nov 7, 2019 •

edited

Loading

renatobecker-zz Nov 7, 2019 •

edited

Loading

renatobecker-zz Nov 7, 2019 •

edited

Loading

renatobecker-zz Nov 7, 2019 •

edited

Loading

renatobecker-zz Nov 8, 2019 •

edited

Loading