RocketChat/Rocket.Chat

import { api } from '@rocket.chat/core-services';
import type { IOmnichannelRoom, IOmnichannelServiceLevelAgreements, InquiryWithAgentInfo } from '@rocket.chat/core-typings';
import {
    Rooms as RoomRaw,
    LivechatRooms,
    LivechatDepartment as LivechatDepartmentRaw,
    LivechatCustomField,
    LivechatInquiry,
    Users,
} from '@rocket.chat/models';
import moment from 'moment';
import type { Document } from 'mongodb';

import { getInquirySortMechanismSetting } from '../../../../../app/livechat/server/lib/settings';
import { settings } from '../../../../../app/settings/server';
import { callbacks } from '../../../../../lib/callbacks';
import { OmnichannelQueueInactivityMonitor } from './QueueInactivityMonitor';
import { updateInquiryQueueSla } from './SlaHelper';
import { memoizeDebounce } from './debounceByParams';
import { logger } from './logger';

type QueueInfo = {
    message: {
        text: any;
        user: {
            _id: string;
            username: string;
        };
    };
    statistics: Document;
    numberMostRecentChats: number;
};

export const getMaxNumberSimultaneousChat = async ({ agentId, departmentId }: { agentId?: string; departmentId?: string }) => {
    if (departmentId) {
        const department = await LivechatDepartmentRaw.findOneById(departmentId);
        const { maxNumberSimultaneousChat = 0 } = department || { maxNumberSimultaneousChat: 0 };
        if (maxNumberSimultaneousChat > 0) {
            return maxNumberSimultaneousChat;
        }
    }

    if (agentId) {
        const user = await Users.getAgentInfo(agentId, settings.get('Livechat_show_agent_info'));
        const { livechat: { maxNumberSimultaneousChat = 0 } = {} } = user || {};
        if (maxNumberSimultaneousChat > 0) {
            return maxNumberSimultaneousChat;
        }
    }

    return settings.get<number>('Livechat_maximum_chats_per_agent');
};

const getWaitingQueueMessage = async (departmentId?: string) => {
    const department = departmentId ? await LivechatDepartmentRaw.findOneById(departmentId) : null;
    if (department?.waitingQueueMessage) {
        return department.waitingQueueMessage;
    }

    return settings.get<string>('Livechat_waiting_queue_message');
};

const getQueueInfo = async (department?: string) => {
    const numberMostRecentChats = settings.get<number>('Livechat_number_most_recent_chats_estimate_wait_time');
    const statistics = await RoomRaw.getMostRecentAverageChatDurationTime(numberMostRecentChats, department);
    const text = await getWaitingQueueMessage(department);
    const message = {
        text,
        user: { _id: 'rocket.cat', username: 'rocket.cat' },
    };
    return { message, statistics, numberMostRecentChats };
};

const getSpotEstimatedWaitTime = (spot: number, maxNumberSimultaneousChat: number, avgChatDuration: number) => {
    if (!maxNumberSimultaneousChat || !avgChatDuration) {
        return;
    }
    // X = spot
    // N = maxNumberSimultaneousChat
    // Estimated Wait Time = ([(N-1)/X]+1) *Average Chat Time of Most Recent X(Default = 100) Chats
    return ((spot - 1) / maxNumberSimultaneousChat + 1) * avgChatDuration;
};

const normalizeQueueInfo = async ({
    position,
    queueInfo,
    department,
}: {
    position: number;
    department?: string;
    queueInfo?: QueueInfo;
}) => {
    if (!queueInfo) {
        queueInfo = await getQueueInfo(department);
    }

    const { message, numberMostRecentChats, statistics: { avgChatDuration } = {} } = queueInfo;
    const spot = position + 1;
    const estimatedWaitTimeSeconds = getSpotEstimatedWaitTime(spot, numberMostRecentChats, avgChatDuration);
    return { spot, message, estimatedWaitTimeSeconds };
};

export const dispatchInquiryPosition = async (inquiry: Omit<InquiryWithAgentInfo, 'v'>, queueInfo?: QueueInfo) => {
    const { position, department } = inquiry;
    // Avoid broadcasting if no position was determined
    if (position === undefined) {
        return;
    }
    const data = await normalizeQueueInfo({ position, queueInfo, department });
    const propagateInquiryPosition = (inquiry: Omit<InquiryWithAgentInfo, 'v'>) => {
        void api.broadcast('omnichannel.room', inquiry.rid, {
            type: 'queueData',
            data,
        });
    };

    return setTimeout(() => {
        propagateInquiryPosition(inquiry);
    }, 1000);
};

const dispatchWaitingQueueStatus = async (department?: string) => {
    if (!settings.get('Livechat_waiting_queue') && !settings.get('Omnichannel_calculate_dispatch_service_queue_statistics')) {
        return;
    }

    const queue = await LivechatInquiry.getCurrentSortedQueueAsync({
        department,
        queueSortBy: getInquirySortMechanismSetting(),
    });

    if (!queue.length) {
        return;
    }

    const queueInfo = await getQueueInfo(department);
    queue.forEach((inquiry) => {
        void dispatchInquiryPosition(inquiry, queueInfo);
    });
};

// When dealing with lots of queued items we need to make sure to notify their position
// but we don't need to notify _each_ change that takes place, just their final position
export const debouncedDispatchWaitingQueueStatus = memoizeDebounce(dispatchWaitingQueueStatus, 1200);

export const setPredictedVisitorAbandonmentTime = async (room: Pick<IOmnichannelRoom, '_id' | 'responseBy' | 'departmentId'>) => {
    if (
        !room.responseBy?.firstResponseTs ||
        !settings.get('Livechat_abandoned_rooms_action') ||
        settings.get('Livechat_abandoned_rooms_action') === 'none'
    ) {
        return;
    }

    let secondsToAdd = settings.get<number>('Livechat_visitor_inactivity_timeout');

    const department = room.departmentId ? await LivechatDepartmentRaw.findOneById(room.departmentId) : null;
    if (department?.visitorInactivityTimeoutInSeconds) {
        secondsToAdd = department.visitorInactivityTimeoutInSeconds;
    }

    if (secondsToAdd <= 0) {
        return;
    }

    const willBeAbandonedAt = moment(room.responseBy.firstResponseTs).add(Number(secondsToAdd), 'seconds').toDate();
    await LivechatRooms.setPredictedVisitorAbandonmentByRoomId(room._id, willBeAbandonedAt);
};

export const updatePredictedVisitorAbandonment = async () => {
    if (!settings.get('Livechat_abandoned_rooms_action') || settings.get('Livechat_abandoned_rooms_action') === 'none') {
        await LivechatRooms.unsetAllPredictedVisitorAbandonment();
    } else {
        // Eng day: use a promise queue to update the predicted visitor abandonment time instead of all at once
        const extraQuery = await callbacks.run('livechat.applyRoomRestrictions', {});
        const promisesArray: Promise<void>[] = [];
        await LivechatRooms.findOpen(extraQuery).forEach((room) => {
            promisesArray.push(setPredictedVisitorAbandonmentTime(room));
        });

        await Promise.all(promisesArray);
    }
};

export const updateQueueInactivityTimeout = async () => {
    const queueTimeout = settings.get<number>('Livechat_max_queue_wait_time');
    if (queueTimeout <= 0) {
        await OmnichannelQueueInactivityMonitor.stop();
        return;
    }

    await LivechatInquiry.getQueuedInquiries({ projection: { _updatedAt: 1 } }).forEach((inq) => {
        const aggregatedDate = moment(inq._updatedAt).add(queueTimeout, 'minutes');
        try {
            void OmnichannelQueueInactivityMonitor.scheduleInquiry(inq._id, new Date(aggregatedDate.format()));
        } catch (e) {
            // this will usually happen if other instance attempts to re-create a job
            logger.error({ err: e });
        }
    });
};

export const updateSLAInquiries = async (sla?: Pick<IOmnichannelServiceLevelAgreements, '_id' | 'dueTimeInMinutes'>) => {
    if (!sla) {
        return;
    }

    const { _id: slaId } = sla;
    const promises: Promise<void>[] = [];
    const extraQuery = await callbacks.run('livechat.applyRoomRestrictions', {});
    await LivechatRooms.findOpenBySlaId(slaId, {}, extraQuery).forEach((room) => {
        promises.push(updateInquiryQueueSla(room._id, sla));
    });
    await Promise.allSettled(promises);
};

export const getLivechatCustomFields = async () => {
    const customFields = await LivechatCustomField.find({
        visibility: 'visible',
        scope: 'visitor',
        public: true,
    }).toArray();
    return customFields.map(({ _id, label, regexp, required = false, type, defaultValue = null, options }) => ({
        _id,
        label,
        regexp,
        required,
        type,
        defaultValue,
        ...(options && options !== '' && { options: options.split(',') }),
    }));
};

export const getLivechatQueueInfo = async (room?: IOmnichannelRoom) => {
    if (!room) {
        return null;
    }

    if (!settings.get('Livechat_waiting_queue')) {
        return null;
    }

    if (!settings.get('Omnichannel_calculate_dispatch_service_queue_statistics')) {
        return null;
    }

    const { _id: rid, departmentId: department } = room;
    const inquiry = await LivechatInquiry.findOneByRoomId(rid, { projection: { _id: 1, status: 1 } });
    if (!inquiry) {
        return null;
    }

    const { _id, status } = inquiry;
    if (status !== 'queued') {
        return null;
    }

    const [inq] = await LivechatInquiry.getCurrentSortedQueueAsync({
        inquiryId: _id,
        department,
        queueSortBy: getInquirySortMechanismSetting(),
    });

    if (!inq) {
        return null;
    }

    return normalizeQueueInfo(inq);
};