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fix: Apply chat limits on enterprise Routing Algorithms #35831

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Merged
kodiakhq merged 5 commits into from
Apr 18, 2025
Merged

fix: Apply chat limits on enterprise Routing Algorithms #35831

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a532a08
optimize chat limits on EE routing algorithms
KevLehman Apr 16, 2025
ee6299f
Create purple-hairs-hang.md
KevLehman Apr 16, 2025
67153dd
dum
KevLehman Apr 16, 2025
5b8ad6a
improve function types
sampaiodiego Apr 17, 2025
c3e33e6
Merge branch 'develop' into feat/limits-on-autorouting
kodiakhq[bot] Apr 18, 2025
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5 changes: 5 additions & 0 deletions .changeset/purple-hairs-hang.md
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Original file line number Diff line number Diff line change
@@ -0,0 +1,5 @@
---
"@rocket.chat/meteor": patch
---

Fixes an issue where enterprise routing algorithms could get stuck on selecting the same agent due to chat limits being applied after agent selection, but before agent assignment
1 change: 0 additions & 1 deletion apps/meteor/app/livechat/server/lib/routing/AutoSelection.ts
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Expand Up @@ -26,7 +26,6 @@ class AutoSelection implements IRoutingMethod {
}

async getNextAgent(department?: string, ignoreAgentId?: string): Promise<SelectedAgent | null | undefined> {
// TODO: apply this extra query to other routing algorithms
const extraQuery = await callbacks.run('livechat.applySimultaneousChatRestrictions', undefined, {
...(department ? { departmentId: department } : {}),
});
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52 changes: 28 additions & 24 deletions apps/meteor/ee/app/livechat-enterprise/server/hooks/applySimultaneousChatsRestrictions.ts
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@@ -1,39 +1,43 @@
import type { ILivechatDepartment } from '@rocket.chat/core-typings';
import type { ILivechatDepartment, AvailableAgentsAggregation } from '@rocket.chat/core-typings';
import { LivechatDepartment } from '@rocket.chat/models';
import type { Document } from 'mongodb';
import type { Filter } from 'mongodb';

import { settings } from '../../../../../app/settings/server';
import { callbacks } from '../../../../../lib/callbacks';

callbacks.add(
'livechat.applySimultaneousChatRestrictions',
async (_: any, { departmentId }: { departmentId?: string } = {}) => {
const limitFilter: Document[] = [];
export async function getChatLimitsQuery(departmentId?: string): Promise<Filter<AvailableAgentsAggregation>> {
const limitFilter: Filter<AvailableAgentsAggregation> = [];

if (departmentId) {
const departmentLimit =
(
await LivechatDepartment.findOneById<Pick<ILivechatDepartment, 'maxNumberSimultaneousChat'>>(departmentId, {
projection: { maxNumberSimultaneousChat: 1 },
})
)?.maxNumberSimultaneousChat || 0;
if (departmentLimit > 0) {
limitFilter.push({ 'queueInfo.chatsForDepartment': { $gte: Number(departmentLimit) } });
}
if (departmentId) {
const departmentLimit =
(
await LivechatDepartment.findOneById<Pick<ILivechatDepartment, 'maxNumberSimultaneousChat'>>(departmentId, {
projection: { maxNumberSimultaneousChat: 1 },
})
)?.maxNumberSimultaneousChat || 0;
if (departmentLimit > 0) {
limitFilter.push({ 'queueInfo.chatsForDepartment': { $gte: Number(departmentLimit) } });
}
}

limitFilter.push({
$and: [{ maxChatsForAgent: { $gt: 0 } }, { $expr: { $gte: ['$queueInfo.chats', '$maxChatsForAgent'] } }],
});

const maxChatsPerSetting = settings.get<number>('Livechat_maximum_chats_per_agent');
if (maxChatsPerSetting > 0) {
limitFilter.push({
$and: [{ maxChatsForAgent: { $gt: 0 } }, { $expr: { $gte: ['$queueInfo.chats', '$maxChatsForAgent'] } }],
$and: [{ maxChatsForAgent: { $eq: 0 } }, { 'queueInfo.chats': { $gte: maxChatsPerSetting } }],
});
}

const maxChatsPerSetting = settings.get<number>('Livechat_maximum_chats_per_agent');
if (maxChatsPerSetting > 0) {
limitFilter.push({
$and: [{ maxChatsForAgent: { $eq: 0 } }, { 'queueInfo.chats': { $gte: maxChatsPerSetting } }],
});
}
return { $match: { $or: limitFilter } };
}

return { $match: { $or: limitFilter } };
callbacks.add(
'livechat.applySimultaneousChatRestrictions',
async (_: any, { departmentId }: { departmentId?: string } = {}) => {
return getChatLimitsQuery(departmentId);
},
callbacks.priority.HIGH,
'livechat-apply-simultaneous-restrictions',
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4 changes: 4 additions & 0 deletions apps/meteor/ee/app/livechat-enterprise/server/lib/routing/LoadBalancing.ts
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Expand Up @@ -3,6 +3,7 @@ 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';
import { getChatLimitsQuery } from '../../hooks/applySimultaneousChatsRestrictions';

/* Load Balancing Queuing method:
*
Expand All @@ -29,10 +30,13 @@ class LoadBalancing {
}

async getNextAgent(department?: string, ignoreAgentId?: string) {
const extraQuery = await getChatLimitsQuery(department);
const unavailableUsers = await Users.getUnavailableAgents(department, extraQuery);
const nextAgent = await Users.getNextLeastBusyAgent(
department,
ignoreAgentId,
settings.get<boolean>('Livechat_enabled_when_agent_idle'),
unavailableUsers.map((u) => u.username),
);
if (!nextAgent) {
return;
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4 changes: 4 additions & 0 deletions apps/meteor/ee/app/livechat-enterprise/server/lib/routing/LoadRotation.ts
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Expand Up @@ -4,6 +4,7 @@ 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';
import { getChatLimitsQuery } from '../../hooks/applySimultaneousChatsRestrictions';

/* Load Rotation Queuing method:
* Routing method where the agent with the oldest routing time is the next agent to serve incoming chats
Expand All @@ -28,10 +29,13 @@ class LoadRotation {
}

public async getNextAgent(department?: string, ignoreAgentId?: string): Promise<IOmnichannelCustomAgent | undefined> {
const extraQuery = await getChatLimitsQuery(department);
const unavailableUsers = await Users.getUnavailableAgents(department, extraQuery);
const nextAgent = await Users.getLastAvailableAgentRouted(
department,
ignoreAgentId,
settings.get<boolean>('Livechat_enabled_when_agent_idle'),
unavailableUsers.map((user) => user.username),
);
if (!nextAgent?.username) {
return;
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20 changes: 11 additions & 9 deletions apps/meteor/ee/server/models/raw/Users.ts
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Original file line number Diff line number Diff line change
@@ -1,16 +1,15 @@
import type { RocketChatRecordDeleted, IUser } from '@rocket.chat/core-typings';
import type { RocketChatRecordDeleted, IUser, AvailableAgentsAggregation } from '@rocket.chat/core-typings';
import { UsersRaw } from '@rocket.chat/models';
import type { Db, Collection } from 'mongodb';
import type { Db, Collection, Filter } from 'mongodb';

import { readSecondaryPreferred } from '../../../../server/database/readSecondaryPreferred';

type AgentMetadata = {
username: string;
};

declare module '@rocket.chat/model-typings' {
interface IUsersModel {
getUnavailableAgents(departmentId: string, customFilter: { [k: string]: any }[]): Promise<AgentMetadata[]>;
getUnavailableAgents(
departmentId: string,
customFilter: Filter<AvailableAgentsAggregation>,
): Promise<Pick<AvailableAgentsAggregation, 'username'>[]>;
}
}

Expand All @@ -19,7 +18,10 @@ export class UsersEE extends UsersRaw {
super(db, trash);
}

getUnavailableAgents(departmentId: string, customFilter: { [k: string]: any }[]): Promise<AgentMetadata[]> {
getUnavailableAgents(
departmentId: string,
customFilter: Filter<AvailableAgentsAggregation>,
): Promise<Pick<AvailableAgentsAggregation, 'username'>[]> {
// if department is provided, remove the agents that are not from the selected department
const departmentFilter = departmentId
? [
Expand All @@ -46,7 +48,7 @@ export class UsersEE extends UsersRaw {
: [];

return this.col
.aggregate<AgentMetadata>(
.aggregate<AvailableAgentsAggregation>(
[
{
$match: {
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