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[EE] Improve Forwarding Department behaviour with Waiting queue feature #22043

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Merged
renatobecker merged 15 commits into from
May 17, 2021
Merged

[EE] Improve Forwarding Department behaviour with Waiting queue feature #22043

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2b50040
[EE] Fix Forwarding Department not working with Waiting queue feature
murtaza98 May 14, 2021
26a7704
Merge branch 'develop' into ee-livechat-waiting-queue-fix
murtaza98 May 14, 2021
d9fe3e3
add waiting queue feature enabled check
murtaza98 May 14, 2021
1b5c973
Refactor
murtaza98 May 14, 2021
b4b3c3d
Fix forwarding of agents not working
murtaza98 May 15, 2021
b765c3f
Merge branch 'develop' into ee-livechat-waiting-queue-fix
renatobecker May 17, 2021
0c6f7ec
Apply suggestions from code review
murtaza98 May 17, 2021
d750c59
Handle transfer api response properly on client + refactor
murtaza98 May 17, 2021
53eec95
Avoid passing unnecessary params
murtaza98 May 17, 2021
e091231
Merge branch 'develop' into ee-livechat-waiting-queue-fix
renatobecker May 17, 2021
deccab9
Remove throw error.
renatobecker May 17, 2021
85b015d
Improve throw message logic.
renatobecker May 17, 2021
c2e568d
Merge branch 'develop' into ee-livechat-waiting-queue-fix
renatobecker May 17, 2021
bf90764
Fix on-hold queue. Methods have been removed in another PR.
renatobecker May 17, 2021
d49c8fe
Remove all subscription from a chat placed on-hold.
renatobecker May 17, 2021
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1 change: 1 addition & 0 deletions app/livechat/client/views/app/tabbar/visitorForward.js
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Expand Up @@ -111,6 +111,7 @@ Template.visitorForward.events({
const transferData = {
roomId: instance.room.get()._id,
comment: event.target.comment.value,
clientAction: true,
};

const [user] = instance.selectedAgents.get();
Expand Down
25 changes: 17 additions & 8 deletions app/livechat/server/lib/Helper.js
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Expand Up @@ -13,6 +13,7 @@ import { Apps, AppEvents } from '../../../apps/server';
import notifications from '../../../notifications/server/lib/Notifications';
import { sendNotification } from '../../../lib/server';
import { sendMessage } from '../../../lib/server/functions/sendMessage';
import { queueInquiry } from './QueueManager';

export const allowAgentSkipQueue = (agent) => {
check(agent, Match.ObjectIncluding({
Expand Down Expand Up @@ -273,7 +274,7 @@ export const forwardRoomToAgent = async (room, transferData) => {
return false;
}

const { userId: agentId } = transferData;
const { userId: agentId, clientAction } = transferData;
const user = Users.findOneOnlineAgentById(agentId);
if (!user) {
throw new Meteor.Error('error-user-is-offline', 'User is offline', { function: 'forwardRoomToAgent' });
Expand All @@ -291,9 +292,11 @@ export const forwardRoomToAgent = async (room, transferData) => {

const { username } = user;
const agent = { agentId, username };
// There are some Enterprise features that may interrupt the fowarding process
// Remove department from inquiry to make sure the routing algorithm treat this as forwarding to agent and not as forwarding to department
inquiry.department = undefined;
// There are some Enterprise features that may interrupt the forwarding process
// Due to that we need to check whether the agent has been changed or not
const roomTaken = await RoutingManager.takeInquiry(inquiry, agent);
const roomTaken = await RoutingManager.takeInquiry(inquiry, agent, { ...clientAction && { clientAction } });
if (!roomTaken) {
return false;
}
Expand Down Expand Up @@ -356,7 +359,7 @@ export const forwardRoomToDepartment = async (room, guest, transferData) => {
throw new Meteor.Error('error-forwarding-chat-same-department', 'The selected department and the current room department are the same', { function: 'forwardRoomToDepartment' });
}

const { userId: agentId } = transferData;
const { userId: agentId, clientAction } = transferData;
if (agentId) {
let user = Users.findOneOnlineAgentById(agentId);
if (!user) {
Expand All @@ -378,26 +381,32 @@ export const forwardRoomToDepartment = async (room, guest, transferData) => {
// Fake the department to forward the inquiry - Case the forward process does not success
// the inquiry will stay in the same original department
inquiry.department = departmentId;
const roomTaken = await RoutingManager.delegateInquiry(inquiry, agent);
const roomTaken = await RoutingManager.delegateInquiry(inquiry, agent, { forwardingToDepartment: { oldDepartmentId }, ...clientAction && { clientAction } });
if (!roomTaken) {
return false;
}

const { servedBy } = roomTaken;
if (oldServedBy && servedBy && oldServedBy._id === servedBy._id) {
const { servedBy, chatQueued } = roomTaken;
if (!chatQueued && oldServedBy && servedBy && oldServedBy._id === servedBy._id) {
return false;
}

Livechat.saveTransferHistory(room, transferData);
if (oldServedBy) {
removeAgentFromSubscription(rid, oldServedBy);
}
if (servedBy) {
if (!chatQueued && servedBy) {
Messages.createUserJoinWithRoomIdAndUser(rid, servedBy);
}

updateChatDepartment({ rid, newDepartmentId: departmentId, oldDepartmentId });

if (chatQueued) {
LivechatInquiry.readyInquiry(inquiry._id);
const newInquiry = LivechatInquiry.findOneById(inquiry._id);
await queueInquiry(room, newInquiry);
}

const { token } = guest;
Livechat.setDepartmentForGuest({ token, department: departmentId });

Expand Down
7 changes: 3 additions & 4 deletions app/livechat/server/lib/RoutingManager.js
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Expand Up @@ -43,7 +43,7 @@ export const RoutingManager = {
return this.getMethod().getNextAgent(department, ignoreAgentId);
},

async delegateInquiry(inquiry, agent) {
async delegateInquiry(inquiry, agent, options = {}) {
const { department, rid } = inquiry;
if (!agent || (agent.username && !Users.findOneOnlineAgentByUsername(agent.username) && !allowAgentSkipQueue(agent))) {
agent = await this.getNextAgent(department);
Expand All @@ -53,7 +53,7 @@ export const RoutingManager = {
return LivechatRooms.findOneById(rid);
}

return this.takeInquiry(inquiry, agent);
return this.takeInquiry(inquiry, agent, options);
},

assignAgent(inquiry, agent) {
Expand Down Expand Up @@ -134,8 +134,7 @@ export const RoutingManager = {

agent = await callbacks.run('livechat.checkAgentBeforeTakeInquiry', { agent, inquiry, options });
if (!agent) {
await callbacks.run('livechat.onAgentAssignmentFailed', { inquiry, room, options });
return null;
return callbacks.run('livechat.onAgentAssignmentFailed', { inquiry, room, options });
}

if (room.onHold) {
Expand Down
1 change: 1 addition & 0 deletions app/livechat/server/methods/transfer.js
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Expand Up @@ -17,6 +17,7 @@ Meteor.methods({
userId: Match.Optional(String),
departmentId: Match.Optional(String),
comment: Match.Optional(String),
clientAction: Match.Optional(Boolean),
});

const room = LivechatRooms.findOneById(transferData.roomId);
Expand Down
11 changes: 9 additions & 2 deletions client/views/room/Header/Omnichannel/QuickActions/QuickActions.tsx
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Expand Up @@ -137,12 +137,14 @@ const QuickActions: FC<QuickActionsProps> = ({ room, className }) => {
}
const transferData: {
roomId: string;
clientAction: boolean;
comment?: string;
departmentId?: string;
userId?: string;
} = {
roomId: rid,
comment,
clientAction: true,
};

if (departmentId) {
Expand All @@ -153,10 +155,15 @@ const QuickActions: FC<QuickActionsProps> = ({ room, className }) => {
}

try {
await forwardChat(transferData);
closeModal();
const result = await forwardChat(transferData);
if (!result) {
throw new Error(
departmentId ? t('error-no-agents-online-in-department') : t('error-forwarding-chat'),
);
}
toastr.success(t('Transferred'));
FlowRouter.go('/');
closeModal();
} catch (error) {
handleError(error);
}
Expand Down
2 changes: 1 addition & 1 deletion ee/app/livechat-enterprise/server/hooks/checkAgentBeforeTakeInquiry.js
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Expand Up @@ -35,7 +35,7 @@ callbacks.add('livechat.checkAgentBeforeTakeInquiry', async ({ agent, inquiry, o
const { queueInfo: { chats = 0 } = {} } = user;
if (maxNumberSimultaneousChat <= chats) {
callbacks.run('livechat.onMaxNumberSimultaneousChatsReached', inquiry);
if (options.clientAction) {
if (options.clientAction && !options.forwardingToDepartment) {
throw new Meteor.Error('error-max-number-simultaneous-chats-reached', 'Not allowed');
}

Expand Down
42 changes: 31 additions & 11 deletions ee/app/livechat-enterprise/server/hooks/onAgentAssignmentFailed.ts
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@@ -1,25 +1,45 @@
import { callbacks } from '../../../../../app/callbacks/server';
import { LivechatInquiry, Subscriptions, LivechatRooms } from '../../../../../app/models/server';
import { queueInquiry } from '../../../../../app/livechat/server/lib/QueueManager';
import { settings } from '../../../../../app/settings/server';

const handleOnAgentAssignmentFailed = async ({ inquiry, room }: { inquiry: any; room: any }): Promise<any> => {
if (!inquiry || !room || !room.onHold) {
const handleOnAgentAssignmentFailed = async ({ inquiry, room, options }: { inquiry: any; room: any; options: { forwardingToDepartment?: { oldDepartmentId: string; transferData: any }; clientAction?: boolean} }): Promise<any> => {
if (!inquiry || !room) {
return;
}

const { _id: roomId, servedBy } = room;
if (room.onHold) {
const { _id: roomId } = room;

const { _id: inquiryId } = inquiry;
LivechatInquiry.readyInquiry(inquiryId);
LivechatInquiry.removeDefaultAgentById(inquiryId);
LivechatRooms.removeAgentByRoomId(roomId);
if (servedBy?._id) {
Subscriptions.removeByRoomIdAndUserId(roomId, servedBy._id);
const { _id: inquiryId } = inquiry;
LivechatInquiry.readyInquiry(inquiryId);
LivechatInquiry.removeDefaultAgentById(inquiryId);
LivechatRooms.removeAgentByRoomId(roomId);
Subscriptions.removeByRoomId(roomId);
const newInquiry = LivechatInquiry.findOneById(inquiryId);

await queueInquiry(room, newInquiry);

return;
}

if (!settings.get('Livechat_waiting_queue')) {
return;
}

const newInquiry = LivechatInquiry.findOneById(inquiryId);
const { forwardingToDepartment: { oldDepartmentId } = {}, forwardingToDepartment } = options;
if (!forwardingToDepartment) {
return;
}

const { department: newDepartmentId } = inquiry;

if (!newDepartmentId || !oldDepartmentId || newDepartmentId === oldDepartmentId) {
return;
}

await queueInquiry(room, newInquiry);
room.chatQueued = true;
return room;
};

callbacks.add('livechat.onAgentAssignmentFailed', handleOnAgentAssignmentFailed, callbacks.priority.HIGH, 'livechat-agent-assignment-failed');
4 changes: 3 additions & 1 deletion ee/app/livechat-enterprise/server/lib/LivechatEnterprise.js
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Expand Up @@ -5,7 +5,7 @@ import { Users } from '../../../../../app/models';
import { LivechatInquiry, OmnichannelQueue } from '../../../../../app/models/server/raw';
import LivechatUnit from '../../../models/server/models/LivechatUnit';
import LivechatTag from '../../../models/server/models/LivechatTag';
import { LivechatRooms, Messages } from '../../../../../app/models/server';
import { LivechatRooms, Subscriptions, Messages } from '../../../../../app/models/server';
import LivechatPriority from '../../../models/server/models/LivechatPriority';
import { addUserRoles, removeUserFromRoles } from '../../../../../app/authorization/server';
import { processWaitingQueue, removePriorityFromRooms, updateInquiryQueuePriority, updatePriorityInquiries, updateRoomPriorityHistory } from './Helper';
Expand Down Expand Up @@ -173,6 +173,7 @@ export const LivechatEnterprise = {
return false;
}
LivechatRooms.setOnHold(roomId);
Subscriptions.setOnHold(roomId);

Messages.createOnHoldHistoryWithRoomIdMessageAndUser(roomId, comment, onHoldBy);
Meteor.defer(() => {
Expand All @@ -190,6 +191,7 @@ export const LivechatEnterprise = {

await AutoCloseOnHoldScheduler.unscheduleRoom(roomId);
LivechatRooms.unsetAllOnHoldFieldsByRoomId(roomId);
Subscriptions.unsetOnHold(roomId);
},
};

Expand Down
5 changes: 3 additions & 2 deletions ee/app/livechat-enterprise/server/methods/resumeOnHold.ts
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Expand Up @@ -2,7 +2,7 @@ import { Meteor } from 'meteor/meteor';
import { TAPi18n } from 'meteor/rocketchat:tap-i18n';

import { LivechatRooms, LivechatInquiry, Messages, Users, LivechatVisitors } from '../../../../../app/models/server';
import { LivechatEnterprise } from '../lib/LivechatEnterprise';
import { RoutingManager } from '../../../../../app/livechat/server/lib/RoutingManager';
import { callbacks } from '../../../../../app/callbacks/server';

const resolveOnHoldCommentInfo = (options: { clientAction: boolean }, room: any, onHoldChatResumedBy: any): string => {
Expand Down Expand Up @@ -38,7 +38,8 @@ Meteor.methods({
throw new Meteor.Error('inquiry-not-found', 'Error! No inquiry found for this room', { method: 'livechat:resumeOnHold' });
}

LivechatEnterprise.releaseOnHoldChat(room);
const { servedBy: { _id: agentId, username } } = room;
await RoutingManager.takeInquiry(inquiry, { agentId, username }, options);

const onHoldChatResumedBy = options.clientAction ? Meteor.user() : Users.findOneById('rocket.cat');

Expand Down
4 changes: 3 additions & 1 deletion packages/rocketchat-i18n/i18n/en.i18n.json
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Expand Up @@ -1612,6 +1612,7 @@
"error-essential-app-disabled": "Error: a Rocket.Chat App that is essential for this is disabled. Please contact your administrator",
"error-field-unavailable": "<strong>__field__</strong> is already in use :(",
"error-file-too-large": "File is too large",
"error-forwarding-chat": "Something went wrong while forwarding the chat, Please try again later.",
"error-forwarding-chat-same-department": "The selected department and the current room department are the same",
"error-forwarding-department-target-not-allowed": "The forwarding to the target department is not allowed.",
"error-guests-cant-have-other-roles": "Guest users can't have any other role.",
Expand Down Expand Up @@ -1672,6 +1673,7 @@
"error-message-size-exceeded": "Message size exceeds Message_MaxAllowedSize",
"error-missing-unsubscribe-link": "You must provide the [unsubscribe] link.",
"error-no-tokens-for-this-user": "There are no tokens for this user",
"error-no-agents-online-in-department": "No agents online in the department",
"error-no-message-for-unread": "There are no messages to mark unread",
"error-not-allowed": "Not allowed",
"error-not-authorized": "Not authorized",
Expand Down Expand Up @@ -4501,4 +4503,4 @@
"Your_temporary_password_is_password": "Your temporary password is <strong>[password]</strong>.",
"Your_TOTP_has_been_reset": "Your Two Factor TOTP has been reset.",
"Your_workspace_is_ready": "Your workspace is ready to use 🎉"
}
}
3 changes: 2 additions & 1 deletion packages/rocketchat-i18n/i18n/pt-BR.i18n.json
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Expand Up @@ -1424,6 +1424,7 @@
"error-message-editing-blocked": "Edição de mensagens está bloqueada",
"error-message-size-exceeded": "O tamanho da mensagem excede Message_MaxAllowedSize",
"error-missing-unsubscribe-link": "Você deve fornecer o link para desinscrever-se: [unsubscribe].",
"error-no-agents-online-in-department": "Nenhum agente online no departamento",
"error-no-tokens-for-this-user": "Não existem tokens para este usuário",
"error-no-message-for-unread": "Não há mensagens para serem marcadas como não lidas",
"error-not-allowed": "Não permitido",
Expand Down Expand Up @@ -3661,4 +3662,4 @@
"Your_question": "A sua pergunta",
"Your_server_link": "O link do seu servidor",
"Your_workspace_is_ready": "O seu espaço de trabalho está pronto a usar 🎉"
}
}