fix: Enabled when agent idle setting not being respected by routing algorithms

.changeset/cool-coins-agree.md

@@ -0,0 +1,7 @@
+---
+"@rocket.chat/meteor": patch
+"@rocket.chat/model-typings": patch
+"@rocket.chat/models": patch
+---
+
+Fixes a bug that caused routing algorithms to ignore the `Livechat_enabled_when_agent_idle` setting, effectively ignoring idle users from being assigned to inquiries.

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

@@ -433,7 +433,7 @@ class LivechatClass {
 
 	async checkOnlineAgents(department?: string, agent?: { agentId: string }, skipFallbackCheck = false): Promise<boolean> {
 		if (agent?.agentId) {
-			return Users.checkOnlineAgents(agent.agentId);
+			return Users.checkOnlineAgents(agent.agentId, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
 		}
 
 		if (department) {
@@ -452,7 +452,7 @@ class LivechatClass {
 			return this.checkOnlineAgents(dep?.fallbackForwardDepartment);
 		}
 
-		return Users.checkOnlineAgents();
+		return Users.checkOnlineAgents(undefined, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
 	}
 
 	async removeRoom(rid: string) {

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

@@ -2,9 +2,11 @@ import type { ILivechatAgent, SelectedAgent } from '@rocket.chat/core-typings';
 import { Users, LivechatDepartmentAgents } from '@rocket.chat/models';
 import type { FindCursor } from 'mongodb';
 
+import { settings } from '../../../settings/server';
+
 export async function getOnlineAgents(department?: string, agent?: SelectedAgent | null): Promise<FindCursor<ILivechatAgent> | undefined> {
 	if (agent?.agentId) {
-		return Users.findOnlineAgents(agent.agentId);
+		return Users.findOnlineAgents(agent.agentId, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
 	}
 
 	if (department) {
@@ -20,5 +22,5 @@ export async function getOnlineAgents(department?: string, agent?: SelectedAgent
 
 		return Users.findByIds<ILivechatAgent>([...new Set(agentIds)]);
 	}
-	return Users.findOnlineAgents();
+	return Users.findOnlineAgents(undefined, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
 }

apps/meteor/app/livechat/server/lib/routing/AutoSelection.ts

@@ -38,7 +38,7 @@ class AutoSelection implements IRoutingMethod {
 			);
 		}
 
-		return Users.getNextAgent(ignoreAgentId, extraQuery);
+		return Users.getNextAgent(ignoreAgentId, extraQuery, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
 	}
 }
 

apps/meteor/ee/app/livechat-enterprise/server/lib/routing/LoadBalancing.ts

@@ -1,6 +1,7 @@
 import { Users } from '@rocket.chat/models';
 
 import { RoutingManager } from '../../../../../../app/livechat/server/lib/RoutingManager';
+import { settings } from '../../../../../../app/settings/server';
 import type { IRoutingManagerConfig } from '../../../../../../definition/IRoutingManagerConfig';
 
 /* Load Balancing Queuing method:
@@ -28,7 +29,11 @@ class LoadBalancing {
 	}
 
 	async getNextAgent(department?: string, ignoreAgentId?: string) {
-		const nextAgent = await Users.getNextLeastBusyAgent(department, ignoreAgentId);
+		const nextAgent = await Users.getNextLeastBusyAgent(
+			department,
+			ignoreAgentId,
+			settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+		);
 		if (!nextAgent) {
 			return;
 		}

apps/meteor/ee/app/livechat-enterprise/server/lib/routing/LoadRotation.ts

@@ -2,6 +2,7 @@ import type { IOmnichannelCustomAgent } from '@rocket.chat/core-typings';
 import { Users } from '@rocket.chat/models';
 
 import { RoutingManager } from '../../../../../../app/livechat/server/lib/RoutingManager';
+import { settings } from '../../../../../../app/settings/server';
 import type { IRoutingManagerConfig } from '../../../../../../definition/IRoutingManagerConfig';
 
 /* Load Rotation Queuing method:
@@ -27,7 +28,11 @@ class LoadRotation {
 	}
 
 	public async getNextAgent(department?: string, ignoreAgentId?: string): Promise<IOmnichannelCustomAgent | undefined> {
-		const nextAgent = await Users.getLastAvailableAgentRouted(department, ignoreAgentId);
+		const nextAgent = await Users.getLastAvailableAgentRouted(
+			department,
+			ignoreAgentId,
+			settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+		);
 		if (!nextAgent) {
 			return;
 		}

apps/meteor/tests/data/livechat/rooms.ts

@@ -227,6 +227,14 @@ export const createManager = (overrideUsername?: string): Promise<ILivechatAgent
 			});
 	});
 
+export const switchLivechatStatus = async (status: 'available' | 'not-available', overrideCredentials?: Credentials): Promise<void> => {
+	await request
+		.post(api('livechat/agent.status'))
+		.set(overrideCredentials || credentials)
+		.send({ status })
+		.expect(200);
+};
+
 export const makeAgentAvailable = async (overrideCredentials?: Credentials): Promise<Response> => {
 	await restorePermissionToRoles('view-l-room');
 	await request

apps/meteor/tests/data/users.helper.ts

@@ -2,7 +2,7 @@ import type { Credentials } from '@rocket.chat/api-client';
 import type { IUser } from '@rocket.chat/core-typings';
 import { UserStatus } from '@rocket.chat/core-typings';
 
-import { api, credentials, request } from './api-data';
+import { api, credentials, methodCall, request } from './api-data';
 import { password } from './user';
 
 export type TestUser<TUser extends IUser> = TUser & { username: string; emails: string[] };
@@ -100,3 +100,29 @@ export const setUserStatus = (overrideCredentials = credentials, status = UserSt
 		message: '',
 		status,
 	});
+
+export const setUserAway = (overrideCredentials = credentials) =>
+	request
+		.post(methodCall('UserPresence:away'))
+		.set(overrideCredentials)
+		.send({
+			message: JSON.stringify({
+				method: 'UserPresence:away',
+				params: [],
+				id: 'id',
+				msg: 'method',
+			}),
+		});
+
+export const setUserOnline = (overrideCredentials = credentials) =>
+	request
+		.post(methodCall('UserPresence:online'))
+		.set(overrideCredentials)
+		.send({
+			message: JSON.stringify({
+				method: 'UserPresence:online',
+				params: [],
+				id: 'id',
+				msg: 'method',
+			}),
+		});

apps/meteor/tests/e2e/omnichannel/omnichannel-livechat-api.spec.ts

@@ -233,6 +233,7 @@ test.describe('OC - Livechat API', () => {
 			await addAgentToDepartment(api, { department: departmentA, agentId: agent.data._id });
 			await addAgentToDepartment(api, { department: departmentB, agentId: agent2.data._id });
 			expect((await api.post('/settings/Livechat_offline_email', { value: '[email protected]' })).status()).toBe(200);
+			await api.post('/settings/Livechat_enabled_when_agent_idle', { value: false });
 		});
 
 		test.beforeEach(async ({ browser }, testInfo) => {
@@ -266,6 +267,7 @@ test.describe('OC - Livechat API', () => {
 			await expect((await api.post('/settings/Omnichannel_enable_department_removal', { value: true })).status()).toBe(200);
 			await Promise.all([...departments.map((department) => department.delete())]);
 			await expect((await api.post('/settings/Omnichannel_enable_department_removal', { value: false })).status()).toBe(200);
+			await api.post('/settings/Livechat_enabled_when_agent_idle', { value: true });
 		});
 
 		// clearBusinessUnit
@@ -698,6 +700,7 @@ test.describe('OC - Livechat API', () => {
 		test.beforeAll(async ({ api }) => {
 			agent = await createAgent(api, 'user1');
 			expect((await api.post('/settings/Livechat_offline_email', { value: '[email protected]' })).status()).toBe(200);
+			await api.post('/settings/Livechat_enabled_when_agent_idle', { value: false });
 		});
 
 		test.beforeEach(async ({ browser }, testInfo) => {
@@ -723,8 +726,9 @@ test.describe('OC - Livechat API', () => {
 			await page.close();
 		});
 
-		test.afterAll(async () => {
+		test.afterAll(async ({ api }) => {
 			await agent.delete();
+			await api.post('/settings/Livechat_enabled_when_agent_idle', { value: true });
 		});
 
 		test('OC - Livechat API - onChatMaximized & onChatMinimized', async () => {
@@ -856,6 +860,7 @@ test.describe('OC - Livechat API', () => {
 			const newVisitor = createFakeVisitor();
 
 			await poAuxContext.poHomeOmnichannel.sidenav.switchStatus('offline');
+			await poAuxContext.poHomeOmnichannel.sidenav.switchOmnichannelStatus('offline');
 
 			const watchForTrigger = page.waitForFunction(() => window.onOfflineFormSubmit === true);
 

apps/meteor/tests/end-to-end/api/livechat/24-routing.ts

@@ -14,11 +14,12 @@ import {
 	createLivechatRoom,
 	getLivechatRoomInfo,
 	makeAgentUnavailable,
+	switchLivechatStatus,
 } from '../../../data/livechat/rooms';
 import { sleep } from '../../../data/livechat/utils';
 import { updateSetting } from '../../../data/permissions.helper';
 import { password } from '../../../data/user';
-import { createUser, deleteUser, login, setUserActiveStatus, setUserStatus } from '../../../data/users.helper';
+import { createUser, deleteUser, login, setUserActiveStatus, setUserAway, setUserStatus } from '../../../data/users.helper';
 import { IS_EE } from '../../../e2e/config/constants';
 
 (IS_EE ? describe : describe.skip)('Omnichannel - Routing', () => {
@@ -271,7 +272,14 @@ import { IS_EE } from '../../../e2e/config/constants';
 				});
 		});
 
-		after(async () => Promise.all([deleteUser(testUser.user), deleteUser(testUser2.user), deleteUser(testUser3.user)]));
+		after(async () =>
+			Promise.all([
+				deleteUser(testUser.user),
+				deleteUser(testUser2.user),
+				deleteUser(testUser3.user),
+				updateSetting('Livechat_enabled_when_agent_idle', true),
+			]),
+		);
 
 		it('should route a room to an available agent', async () => {
 			const visitor = await createVisitor(testDepartment._id);
@@ -364,6 +372,29 @@ import { IS_EE } from '../../../e2e/config/constants';
 			const roomInfo = await getLivechatRoomInfo(room._id);
 			expect(roomInfo.servedBy).to.be.undefined;
 		});
+		it('should not route to an idle user', async () => {
+			await setUserStatus(testUser.credentials, UserStatus.AWAY);
+			await setUserAway(testUser.credentials);
+			await setUserStatus(testUser3.credentials, UserStatus.AWAY);
+			await setUserAway(testUser3.credentials);
+			// Agent is available but should be ignored
+			await switchLivechatStatus('available', testUser.credentials);
+
+			const visitor = await createVisitor(testDepartment._id);
+			const room = await createLivechatRoom(visitor.token);
+
+			const roomInfo = await getLivechatRoomInfo(room._id);
+			expect(roomInfo.servedBy).to.be.undefined;
+		});
+		it('should route to an idle user', async () => {
+			await updateSetting('Livechat_enabled_when_agent_idle', true);
+
+			const visitor = await createVisitor(testDepartment._id);
+			const room = await createLivechatRoom(visitor.token);
+
+			const roomInfo = await getLivechatRoomInfo(room._id);
+			expect(roomInfo.servedBy).to.be.an('object');
+		});
 		it('should route to another available agent if contact manager is unavailable and Omnichannel_contact_manager_routing is enabled', async () => {
 			await makeAgentAvailable(testUser.credentials);
 			const visitor = await createVisitor(testDepartment._id, faker.person.fullName(), visitorEmail);
@@ -505,6 +536,35 @@ import { IS_EE } from '../../../e2e/config/constants';
 			expect(roomInfo.servedBy).to.be.an('object');
 			expect(roomInfo.servedBy?._id).to.be.equal(testUser2.user._id);
 		});
+		it('should not route to an idle user', async () => {
+			await updateSetting('Livechat_enabled_when_agent_idle', false);
+			await setUserStatus(testUser.credentials, UserStatus.AWAY);
+			await setUserAway(testUser.credentials);
+			await setUserStatus(testUser2.credentials, UserStatus.AWAY);
+			await setUserAway(testUser2.credentials);
+			// Agent is available but should be ignored
+			await switchLivechatStatus('available', testUser.credentials);
+
+			const visitor = await createVisitor(testDepartment._id);
+			const room = await createLivechatRoom(visitor.token);
+
+			const roomInfo = await getLivechatRoomInfo(room._id);
+			expect(roomInfo.servedBy).to.be.undefined;
+		});
+		it('should route to agents even if theyre idle when setting is enabled', async () => {
+			await updateSetting('Livechat_enabled_when_agent_idle', true);
+			await setUserStatus(testUser.credentials, UserStatus.AWAY);
+			await setUserStatus(testUser2.credentials, UserStatus.AWAY);
+
+			const visitor = await createVisitor(testDepartment._id);
+			const room = await createLivechatRoom(visitor.token);
+
+			await sleep(5000);
+
+			const roomInfo = await getLivechatRoomInfo(room._id);
+			// Not checking who, just checking it's served
+			expect(roomInfo.servedBy).to.be.an('object');
+		});
 	});
 	describe('Load Rotation', () => {
 		before(async () => {
@@ -594,5 +654,32 @@ import { IS_EE } from '../../../e2e/config/constants';
 			expect(roomInfo.servedBy).to.be.an('object');
 			expect(roomInfo.servedBy?._id).to.be.equal(testUser.user._id);
 		});
+		it('should not route to an idle user', async () => {
+			await updateSetting('Livechat_enabled_when_agent_idle', false);
+			await setUserStatus(testUser.credentials, UserStatus.AWAY);
+			await setUserAway(testUser.credentials);
+			await setUserStatus(testUser2.credentials, UserStatus.AWAY);
+			await setUserAway(testUser2.credentials);
+			// Agent is available but should be ignored
+			await switchLivechatStatus('available', testUser.credentials);
+
+			const visitor = await createVisitor(testDepartment._id);
+			const room = await createLivechatRoom(visitor.token);
+
+			const roomInfo = await getLivechatRoomInfo(room._id);
+			expect(roomInfo.servedBy).to.be.undefined;
+		});
+		it('should route to agents even if theyre idle when setting is enabled', async () => {
+			await updateSetting('Livechat_enabled_when_agent_idle', true);
+			await setUserStatus(testUser.credentials, UserStatus.AWAY);
+			await setUserStatus(testUser2.credentials, UserStatus.AWAY);
+
+			const visitor = await createVisitor(testDepartment._id);
+			const room = await createLivechatRoom(visitor.token);
+
+			const roomInfo = await getLivechatRoomInfo(room._id);
+			// Not checking who, just checking it's served
+			expect(roomInfo.servedBy).to.be.an('object');
+		});
 	});
 });

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

@@ -98,10 +98,12 @@ export interface IUsersModel extends IBaseModel<IUser> {
 	getNextLeastBusyAgent(
 		department: any,
 		ignoreAgentId: any,
+		isEnabledWhenAgentIdle?: boolean,
 	): Promise<{ agentId: string; username: string; lastRoutingTime: Date; departments: any[]; count: number }>;
 	getLastAvailableAgentRouted(
 		department: any,
 		ignoreAgentId: any,
+		isEnabledWhenAgentIdle?: boolean,
 	): Promise<{ agentId: string; username: string; lastRoutingTime: Date; departments: any[] }>;
 
 	setLastRoutingTime(userId: any): Promise<number>;
@@ -263,9 +265,8 @@ export interface IUsersModel extends IBaseModel<IUser> {
 	}): Promise<UpdateResult>;
 	findPersonalAccessTokenByTokenNameAndUserId(data: { userId: string; tokenName: string }): Promise<IPersonalAccessToken | null>;
 	setOperator(userId: string, operator: boolean): Promise<UpdateResult>;
-	checkOnlineAgents(agentId?: string): Promise<boolean>;
-	findOnlineAgents(agentId?: string): FindCursor<ILivechatAgent>;
-	countOnlineAgents(agentId: string): Promise<number>;
+	checkOnlineAgents(agentId?: string, isLivechatEnabledWhenIdle?: boolean): Promise<boolean>;
+	findOnlineAgents(agentId?: string, isLivechatEnabledWhenIdle?: boolean): FindCursor<ILivechatAgent>;
 	findOneBotAgent(): Promise<ILivechatAgent | null>;
 	findOneOnlineAgentById(
 		agentId: string,
@@ -274,7 +275,11 @@ export interface IUsersModel extends IBaseModel<IUser> {
 	): Promise<ILivechatAgent | null>;
 	findAgents(): FindCursor<ILivechatAgent>;
 	countAgents(): Promise<number>;
-	getNextAgent(ignoreAgentId?: string, extraQuery?: Filter<IUser>): Promise<{ agentId: string; username: string } | null>;
+	getNextAgent(
+		ignoreAgentId?: string,
+		extraQuery?: Filter<IUser>,
+		enabledWhenAgentIdle?: boolean,
+	): Promise<{ agentId: string; username: string } | null>;
 	getNextBotAgent(ignoreAgentId?: string): Promise<{ agentId: string; username: string } | null>;
 	setLivechatStatus(userId: string, status: ILivechatAgentStatus): Promise<UpdateResult>;
 	makeAgentUnavailableAndUnsetExtension(userId: string): Promise<UpdateResult>;