RocketChat/Rocket.Chat

import { isEditedMessage, isMessageFromVisitor, isSystemMessage } from '@rocket.chat/core-typings';
import type { IOmnichannelRoom } from '@rocket.chat/core-typings';
import { LivechatRooms } from '@rocket.chat/models';

import { callbacks } from '../../../../lib/callbacks';
import { normalizeMessageFileUpload } from '../../../utils/server/functions/normalizeMessageFileUpload';

const getMetricValue = <T>(metric: T | undefined, defaultValue: T): T => metric ?? defaultValue;
const calculateTimeDifference = <T extends Date | number>(startTime: T, now: Date): number =>
    (now.getTime() - new Date(startTime).getTime()) / 1000;
const calculateAvgResponseTime = (totalResponseTime: number, newResponseTime: number, responseCount: number) =>
    (totalResponseTime + newResponseTime) / (responseCount + 1);

const getFirstResponseAnalytics = (
    visitorLastQuery: Date,
    agentJoinTime: Date,
    totalResponseTime: number,
    responseCount: number,
    now: Date,
) => {
    const responseTime = calculateTimeDifference(visitorLastQuery, now);
    const reactionTime = calculateTimeDifference(agentJoinTime, now);
    const avgResponseTime = calculateAvgResponseTime(totalResponseTime, responseTime, responseCount);

    return {
        firstResponseDate: now,
        firstResponseTime: responseTime,
        responseTime,
        avgResponseTime,
        firstReactionDate: now,
        firstReactionTime: reactionTime,
        reactionTime,
    };
};

const getSubsequentResponseAnalytics = (visitorLastQuery: Date, totalResponseTime: number, responseCount: number, now: Date) => {
    const responseTime = calculateTimeDifference(visitorLastQuery, now);
    const avgResponseTime = calculateAvgResponseTime(totalResponseTime, responseTime, responseCount);

    return {
        responseTime,
        avgResponseTime,
        reactionTime: responseTime,
    };
};

const getAnalyticsData = (room: IOmnichannelRoom, now: Date): Record<string, string | number | Date> | undefined => {
    const visitorLastQuery = getMetricValue(room.metrics?.v?.lq, room.ts);
    const agentLastReply = getMetricValue(room.metrics?.servedBy?.lr, room.ts);
    const agentJoinTime = getMetricValue(room.servedBy?.ts, room.ts);
    const totalResponseTime = getMetricValue(room.metrics?.response?.tt, 0);
    const responseCount = getMetricValue(room.metrics?.response?.total, 0);

    if (agentLastReply === room.ts) {
        return getFirstResponseAnalytics(visitorLastQuery, agentJoinTime, totalResponseTime, responseCount, now);
    }
    if (visitorLastQuery > agentLastReply) {
        return getSubsequentResponseAnalytics(visitorLastQuery, totalResponseTime, responseCount, now);
    }
};

callbacks.add(
    'afterOmnichannelSaveMessage',
    async (message, { room, roomUpdater }) => {
        if (!message || isEditedMessage(message) || isSystemMessage(message)) {
            return message;
        }

        if (message.file) {
            message = { ...(await normalizeMessageFileUpload(message)), ...{ _updatedAt: message._updatedAt } };
        }

        if (isMessageFromVisitor(message)) {
            LivechatRooms.getAnalyticsUpdateQueryBySentByVisitor(room, message, roomUpdater);
        } else {
            const analyticsData = getAnalyticsData(room, new Date());
            LivechatRooms.getAnalyticsUpdateQueryBySentByAgent(room, message, analyticsData, roomUpdater);
        }

        return message;
    },
    callbacks.priority.LOW,
    'saveAnalyticsData',
);