[NEW][EE] Omnichannel Priorities & SLAs

apps/meteor/app/authorization/server/functions/upsertPermissions.ts

@@ -117,7 +117,7 @@ export const upsertPermissions = async (): Promise<void> => {
 			_id: 'on-hold-others-livechat-room',
 			roles: ['livechat-manager', 'livechat-monitor', 'admin'],
 		},
-		{ _id: 'save-others-livechat-room-info', roles: ['livechat-manager', 'livechat-monitor'] },
+		{ _id: 'save-others-livechat-room-info', roles: ['livechat-manager', 'livechat-monitor', 'admin'] },
 		{
 			_id: 'remove-closed-livechat-rooms',
 			roles: ['livechat-manager', 'livechat-monitor', 'admin'],

apps/meteor/app/livechat/client/lib/stream/queueManager.js

@@ -45,7 +45,7 @@ const updateCollection = (inquiry) => {
 };
 
 const getInquiriesFromAPI = async () => {
-	const { inquiries } = await APIClient.get('/v1/livechat/inquiries.queuedForUser', { sort: JSON.stringify({ ts: 1 }) });
+	const { inquiries } = await APIClient.get('/v1/livechat/inquiries.queuedForUser');
 	return inquiries;
 };
 

apps/meteor/app/livechat/lib/inquiries.ts

@@ -0,0 +1,30 @@
+import { OmnichannelSortingMechanismSettingType } from '@rocket.chat/core-typings';
+
+type SortOrder = 1 | -1;
+
+type ReturnType =
+	| {
+			priorityWeight: SortOrder;
+			ts: SortOrder;
+	  }
+	| {
+			estimatedWaitingTimeQueue: SortOrder;
+			ts: SortOrder;
+	  }
+	| {
+			ts: SortOrder;
+	  };
+
+export const getOmniChatSortQuery = (
+	sortByMechanism: OmnichannelSortingMechanismSettingType = OmnichannelSortingMechanismSettingType.Timestamp,
+): ReturnType => {
+	switch (sortByMechanism) {
+		case OmnichannelSortingMechanismSettingType.Priority:
+			return { priorityWeight: 1, ts: 1 };
+		case OmnichannelSortingMechanismSettingType.SLAs:
+			return { estimatedWaitingTimeQueue: 1, ts: 1 };
+		case OmnichannelSortingMechanismSettingType.Timestamp:
+		default:
+			return { ts: 1 };
+	}
+};

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

@@ -1,6 +1,11 @@
-import type { ILivechatInquiryRecord, IRoom, IUser, LivechatInquiryStatus } from '@rocket.chat/core-typings';
+import { LivechatInquiryStatus } from '@rocket.chat/core-typings';
+import type { ILivechatInquiryRecord, IRoom, IUser } from '@rocket.chat/core-typings';
 import { LivechatDepartmentAgents, LivechatDepartment, LivechatInquiry } from '@rocket.chat/models';
 import type { PaginatedResult } from '@rocket.chat/rest-typings';
+import type { Filter } from 'mongodb';
+
+import { getOmniChatSortQuery } from '../../../lib/inquiries';
+import { getInquirySortMechanismSetting } from '../../lib/settings';
 
 const agentDepartments = async (userId: IUser['_id']): Promise<string[]> => {
 	const agentDepartments = (await LivechatDepartmentAgents.findByAgentId(userId).toArray()).map(({ departmentId }) => departmentId);
@@ -20,7 +25,6 @@ const applyDepartmentRestrictions = async (
 		if (!allowedDepartments.includes(filterDepartment)) {
 			throw new Error('error-not-authorized');
 		}
-
 		return filterDepartment;
 	}
 
@@ -39,15 +43,15 @@ export async function findInquiries({
 	pagination: { offset: number; count: number; sort: Record<string, number> };
 }): Promise<PaginatedResult<{ inquiries: Array<ILivechatInquiryRecord> }>> {
 	const department = await applyDepartmentRestrictions(userId, filterDepartment);
-
+	const defaultSort = getOmniChatSortQuery(getInquirySortMechanismSetting());
 	const options = {
 		limit: count,
-		sort: sort || { ts: -1 },
 		skip: offset,
+		sort: { ...sort, ...defaultSort },
 	};
 
-	const filter = {
-		...(status && { status }),
+	const filter: Filter<ILivechatInquiryRecord> = {
+		...(status && status in LivechatInquiryStatus && { status }),
 		$or: [
 			{
 				$and: [{ defaultAgent: { $exists: true } }, { 'defaultAgent.agentId': userId }],

apps/meteor/app/livechat/server/lib/Helper.js

@@ -2,7 +2,8 @@ import { Meteor } from 'meteor/meteor';
 import { TAPi18n } from 'meteor/rocketchat:tap-i18n';
 import { Match, check } from 'meteor/check';
 import { LivechatTransferEventType } from '@rocket.chat/apps-engine/definition/livechat';
-import { OmnichannelSourceType } from '@rocket.chat/core-typings';
+import { OmnichannelSourceType, DEFAULT_SLA_CONFIG } from '@rocket.chat/core-typings';
+import { LivechatPriorityWeight } from '@rocket.chat/core-typings/src/ILivechatPriority';
 import { api } from '@rocket.chat/core-services';
 
 import { hasRole } from '../../../authorization';
@@ -85,6 +86,9 @@ export const createLivechatRoom = (rid, name, guest, roomInfo = {}, extraData =
 				alias: 'unknown',
 			},
 			queuedAt: newRoomAt,
+
+			priorityWeight: LivechatPriorityWeight.NOT_SPECIFIED,
+			estimatedWaitingTimeQueue: DEFAULT_SLA_CONFIG.ESTIMATED_WAITING_TIME_QUEUE,
 		},
 		extraRoomInfo,
 	);
@@ -128,27 +132,25 @@ export const createLivechatInquiry = ({ rid, name, guest, message, initialStatus
 
 	logger.debug(`Creating livechat inquiry for visitor ${_id}`);
 
-	const inquiry = Object.assign(
-		{
-			rid,
-			name,
-			ts,
-			department,
-			message: msg,
-			status: initialStatus || 'ready',
-			v: {
-				_id,
-				username,
-				token,
-				status,
-			},
-			t: 'l',
-			queueOrder: 1,
-			estimatedWaitingTimeQueue: 0,
-			estimatedServiceTimeAt: ts,
+	const inquiry = {
+		rid,
+		name,
+		ts,
+		department,
+		message: msg,
+		status: initialStatus || 'ready',
+		v: {
+			_id,
+			username,
+			token,
+			status,
 		},
-		extraInquiryInfo,
-	);
+		t: 'l',
+		priorityWeight: LivechatPriorityWeight.NOT_SPECIFIED,
+		estimatedWaitingTimeQueue: DEFAULT_SLA_CONFIG.ESTIMATED_WAITING_TIME_QUEUE,
+
+		...extraInquiryInfo,
+	};
 
 	const result = LivechatInquiry.insert(inquiry);
 	logger.debug(`Inquiry ${result} created for visitor ${_id}`);

apps/meteor/app/livechat/server/lib/settings.ts

@@ -0,0 +1,6 @@
+import { OmnichannelSortingMechanismSettingType } from '@rocket.chat/core-typings';
+
+import { settings } from '../../../settings/server';
+
+export const getInquirySortMechanismSetting = (): OmnichannelSortingMechanismSettingType =>
+	settings.get<OmnichannelSortingMechanismSettingType>('Omnichannel_sorting_mechanism') || OmnichannelSortingMechanismSettingType.Timestamp;

apps/meteor/app/livechat/server/methods/saveInfo.js

@@ -41,6 +41,7 @@ Meteor.methods({
 				tags: Match.Optional([String]),
 				livechatData: Match.Optional(Object),
 				priorityId: Match.Optional(String),
+				slaId: Match.Optional(String),
 			}),
 		);
 

apps/meteor/app/models/client/models/CachedChatRoom.ts

@@ -1,4 +1,5 @@
 import type { IOmnichannelRoom, IRoom, IRoomWithRetentionPolicy } from '@rocket.chat/core-typings';
+import { DEFAULT_SLA_CONFIG, LivechatPriorityWeight } from '@rocket.chat/core-typings';
 
 import { ChatSubscription } from './ChatSubscription';
 import { CachedCollection } from '../../../ui-cached-collection/client';
@@ -59,6 +60,10 @@ class CachedChatRoom extends CachedCollection<IRoom> {
 					waitingResponse: (room as IOmnichannelRoom | undefined)?.waitingResponse,
 					responseBy: (room as IOmnichannelRoom | undefined)?.responseBy,
 					priorityId: (room as IOmnichannelRoom | undefined)?.priorityId,
+					priorityWeight: (room as IOmnichannelRoom | undefined)?.priorityWeight || LivechatPriorityWeight.NOT_SPECIFIED,
+					estimatedWaitingTimeQueue:
+						(room as IOmnichannelRoom | undefined)?.estimatedWaitingTimeQueue || DEFAULT_SLA_CONFIG.ESTIMATED_WAITING_TIME_QUEUE,
+					slaId: (room as IOmnichannelRoom | undefined)?.slaId,
 					livechatData: (room as IOmnichannelRoom | undefined)?.livechatData,
 					departmentId: (room as IOmnichannelRoom | undefined)?.departmentId,
 					ts: room.ts,

apps/meteor/app/models/client/models/CachedChatSubscription.ts

@@ -1,4 +1,5 @@
 import type { IOmnichannelRoom, IRoomWithRetentionPolicy } from '@rocket.chat/core-typings';
+import { DEFAULT_SLA_CONFIG, LivechatPriorityWeight } from '@rocket.chat/core-typings';
 
 import { CachedCollection } from '../../../ui-cached-collection/client';
 import type { SubscriptionWithRoom } from '../../../../client/definitions/SubscriptionWithRoom';
@@ -61,6 +62,9 @@ class CachedChatSubscription extends CachedCollection<SubscriptionWithRoom> {
 				closedAt: 1,
 				responseBy: 1,
 				priorityId: 1,
+				priorityWeight: 1,
+				slaId: 1,
+				estimatedWaitingTimeQueue: 1,
 				livechatData: 1,
 				departmentId: 1,
 				source: 1,
@@ -110,6 +114,10 @@ class CachedChatSubscription extends CachedCollection<SubscriptionWithRoom> {
 			waitingResponse: (room as IOmnichannelRoom | undefined)?.waitingResponse,
 			responseBy: (room as IOmnichannelRoom | undefined)?.responseBy,
 			priorityId: (room as IOmnichannelRoom | undefined)?.priorityId,
+			slaId: (room as IOmnichannelRoom | undefined)?.slaId,
+			priorityWeight: (room as IOmnichannelRoom | undefined)?.priorityWeight || LivechatPriorityWeight.NOT_SPECIFIED,
+			estimatedWaitingTimeQueue:
+				(room as IOmnichannelRoom | undefined)?.estimatedWaitingTimeQueue || DEFAULT_SLA_CONFIG.ESTIMATED_WAITING_TIME_QUEUE,
 			livechatData: (room as IOmnichannelRoom | undefined)?.livechatData,
 			departmentId: (room as IOmnichannelRoom | undefined)?.departmentId,
 			ts: room?.ts ?? subscription.ts,

apps/meteor/app/models/server/models/LivechatInquiry.ts

@@ -1,7 +1,7 @@
 import type { ILivechatInquiryRecord } from '@rocket.chat/core-typings';
-import type { FindOptions, FindCursor, UpdateResult } from 'mongodb';
+import { LivechatInquiryStatus } from '@rocket.chat/core-typings';
+import type { FindOptions, FindCursor, UpdateResult, DeleteResult } from 'mongodb';
 
-import { readSecondaryPreferred } from '../../../../server/database/readSecondaryPreferred';
 import { Base } from './_Base';
 
 export class LivechatInquiry extends Base {
@@ -14,7 +14,12 @@ export class LivechatInquiry extends Base {
 		this.tryEnsureIndex({ ts: 1 }); // timestamp
 		this.tryEnsureIndex({ department: 1 });
 		this.tryEnsureIndex({ status: 1 }); // 'ready', 'queued', 'taken'
-		this.tryEnsureIndex({ queueOrder: 1, estimatedWaitingTimeQueue: 1, estimatedServiceTimeAt: 1 });
+		this.tryEnsureIndex({ priorityId: 1, priorityWeight: 1 }, { sparse: true });
+		this.tryEnsureIndex({ priorityWeight: 1, ts: 1 }, { partialFilterExpression: { status: { $eq: LivechatInquiryStatus.QUEUED } } }); // used for sorting inquiries when OmnichannelSortingMechanismSettingType.Priority is selected
+		this.tryEnsureIndex(
+			{ estimatedWaitingTimeQueue: 1, ts: 1 },
+			{ partialFilterExpression: { status: { $eq: LivechatInquiryStatus.QUEUED } } },
+		); // used for sorting inquiries when OmnichannelSortingMechanismSettingType.SLAs is selected
 		this.tryEnsureIndex({ 'v.token': 1, 'status': 1 }); // visitor token and status
 		this.tryEnsureIndex({ locked: 1, lockedAt: 1 }, { sparse: true }); // locked and lockedAt
 	}
@@ -27,22 +32,6 @@ export class LivechatInquiry extends Base {
 		return this.findOne({ rid }, options);
 	}
 
-	getNextInquiryQueued(department?: string): ILivechatInquiryRecord {
-		return this.findOne(
-			{
-				status: 'queued',
-				...(department && { department }),
-			},
-			{
-				sort: {
-					queueOrder: 1,
-					estimatedWaitingTimeQueue: 1,
-					estimatedServiceTimeAt: 1,
-				},
-			},
-		);
-	}
-
 	getQueuedInquiries(options?: FindOptions<ILivechatInquiryRecord>): FindCursor<ILivechatInquiryRecord> {
 		return this.find({ status: 'queued' }, options);
 	}
@@ -186,68 +175,6 @@ export class LivechatInquiry extends Base {
 		return this.findOne(query);
 	}
 
-	async getCurrentSortedQueueAsync({
-		_id,
-		department,
-	}: {
-		_id: string;
-		department: string;
-	}): Promise<Pick<ILivechatInquiryRecord, '_id' | 'rid' | 'name' | 'ts' | 'status' | 'department'> & { position: number }> {
-		const collectionObj = this.model.rawCollection();
-		const aggregate = [
-			{
-				$match: {
-					status: 'queued',
-					...(department && { department }),
-				},
-			},
-			{
-				$sort: {
-					ts: 1,
-				},
-			},
-			{
-				$group: {
-					_id: 1,
-					inquiry: {
-						$push: {
-							_id: '$_id',
-							rid: '$rid',
-							name: '$name',
-							ts: '$ts',
-							status: '$status',
-							department: '$department',
-						},
-					},
-				},
-			},
-			{
-				$unwind: {
-					path: '$inquiry',
-					includeArrayIndex: 'position',
-				},
-			},
-			{
-				$project: {
-					_id: '$inquiry._id',
-					rid: '$inquiry.rid',
-					name: '$inquiry.name',
-					ts: '$inquiry.ts',
-					status: '$inquiry.status',
-					department: '$inquiry.department',
-					position: 1,
-				},
-			},
-		] as any[];
-
-		// To get the current room position in the queue, we need to apply the next $match after the $project
-		if (_id) {
-			aggregate.push({ $match: { _id } });
-		}
-
-		return collectionObj.aggregate(aggregate, { readPreference: readSecondaryPreferred() }).toArray();
-	}
-
 	removeDefaultAgentById(inquiryId: string): UpdateResult {
 		return this.update(
 			{
@@ -259,6 +186,13 @@ export class LivechatInquiry extends Base {
 		);
 	}
 
+	/*
+	 * remove the inquiry by roomId
+	 */
+	removeByRoomId(rid: string): DeleteResult {
+		return this.remove({ rid });
+	}
+
 	removeByVisitorToken(token: string): void {
 		const query = {
 			'v.token': token,

apps/meteor/app/models/server/models/LivechatRooms.js

@@ -109,6 +109,15 @@ export class LivechatRooms extends Base {
 			unsetData.tags = 1;
 		}
 
+		if (extra.priorityId === '') {
+			unsetData.priorityId = 1;
+			delete setData.priorityId;
+		}
+		if (extra.slaId === '') {
+			unsetData.slaId = 1;
+			delete setData.slaId;
+		}
+
 		if (livechatData) {
 			Object.keys(livechatData).forEach((key) => {
 				const value = s.trim(livechatData[key]);

apps/meteor/client/components/InlineGroup/index.tsx

@@ -0,0 +1,14 @@
+import { css } from '@rocket.chat/css-in-js';
+import { Box } from '@rocket.chat/fuselage';
+import type { FC } from 'react';
+import React from 'react';
+
+export const InlineGroup: FC<{ gap: number }> = ({ children, gap }) => {
+	const badgesContainer = css`
+		* + * {
+			margin-inline-start: ${gap}px;
+		}
+	`;
+
+	return <Box className={badgesContainer}>{children}</Box>;
+};