RocketChat/Rocket.Chat

import type { IRoutingMethod, RoutingMethodConfig, SelectedAgent } from '@rocket.chat/core-typings';
import { LivechatDepartmentAgents, Users } from '@rocket.chat/models';

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

/* Auto Selection Queuing method:
 *
 * default method where the agent with the least number
 * of open chats is paired with the incoming livechat
 */
class AutoSelection implements IRoutingMethod {
    config: RoutingMethodConfig;

    constructor() {
        this.config = {
            previewRoom: false,
            showConnecting: false,
            showQueue: false,
            showQueueLink: true,
            returnQueue: false,
            enableTriggerAction: true,
            autoAssignAgent: true,
        };
    }

    async getNextAgent(department?: string, ignoreAgentId?: string): Promise<SelectedAgent | null | undefined> {
        const extraQuery = await callbacks.run('livechat.applySimultaneousChatRestrictions', undefined, {
            ...(department ? { departmentId: department } : {}),
        });
        if (department) {
            return LivechatDepartmentAgents.getNextAgentForDepartment(
                department,
                settings.get<boolean>('Livechat_enabled_when_agent_idle'),
                ignoreAgentId,
                extraQuery,
            );
        }

        return Users.getNextAgent(ignoreAgentId, extraQuery);
    }
}

RoutingManager.registerMethod('Auto_Selection', AutoSelection);