app/models/report.rb
# Copyright (C) 2012-2024 Zammad Foundation, https://zammad-foundation.org/
class Report
def self.enabled?
Setting.get('es_url').present?
end
def self.config
config = {}
config[:metric] = {}
config[:metric][:count] = {
name: 'count',
display: __('Ticket Count'),
default: true,
prio: 10_000,
}
backend = [
{
name: 'created',
display: __('Created'),
selected: true,
dataDownload: true,
adapter: Report::TicketGenericTime,
params: { field: 'created_at' }
},
{
name: 'closed',
display: __('Closed'),
selected: true,
dataDownload: true,
adapter: Report::TicketGenericTime,
params: { field: 'close_at' }
},
{
name: 'backlog',
display: __('Backlog'),
selected: true,
dataDownload: false,
adapter: Report::TicketBacklog
},
{
name: 'first_solution',
display: __('First Solution'),
selected: false,
dataDownload: true,
adapter: Report::TicketFirstSolution
},
{
name: 'reopened',
display: __('Reopened'),
selected: false,
dataDownload: true,
adapter: Report::TicketReopened
},
{
name: 'movedin',
display: __('Moved in'),
selected: false,
dataDownload: true,
adapter: Report::TicketMoved,
params: { type: 'in' }
},
{
name: 'movedout',
display: __('Moved out'),
selected: false,
dataDownload: true,
adapter: Report::TicketMoved,
params: { type: 'out' }
},
]
config[:metric][:count][:backend] = backend
config[:metric][:create_channels] = {
name: 'create_channels',
display: __('Creation Channels'),
prio: 9000,
}
backend = [
{
name: 'phone_in',
display: __('Phone (in)'),
selected: true,
dataDownload: true,
adapter: Report::TicketGenericTime,
params: {
field: 'created_at',
selector: {
'create_article_type_id' => {
'operator' => 'is',
'value' => Ticket::Article::Type.lookup(name: 'phone').id,
},
'create_article_sender_id' => {
'operator' => 'is',
'value' => Ticket::Article::Sender.lookup(name: 'Customer').id,
},
},
},
},
{
name: 'phone_out',
display: __('Phone (out)'),
selected: true,
dataDownload: true,
adapter: Report::TicketGenericTime,
params: {
field: 'created_at',
selector: {
'create_article_type_id' => {
'operator' => 'is',
'value' => Ticket::Article::Type.lookup(name: 'phone').id,
},
'create_article_sender_id' => {
'operator' => 'is',
'value' => Ticket::Article::Sender.lookup(name: 'Agent').id,
},
}
},
},
{
name: 'email_in',
display: __('Email (in)'),
selected: true,
dataDownload: true,
adapter: Report::TicketGenericTime,
params: {
field: 'created_at',
selector: {
'create_article_type_id' => {
'operator' => 'is',
'value' => Ticket::Article::Type.lookup(name: 'email').id,
},
'create_article_sender_id' => {
'operator' => 'is',
'value' => Ticket::Article::Sender.lookup(name: 'Customer').id,
},
},
},
},
{
name: 'email_out',
display: __('Email (out)'),
selected: true,
dataDownload: true,
adapter: Report::TicketGenericTime,
params: {
field: 'created_at',
selector: {
'create_article_type_id' => {
'operator' => 'is',
'value' => Ticket::Article::Type.lookup(name: 'email').id,
},
'create_article_sender_id' => {
'operator' => 'is',
'value' => Ticket::Article::Sender.lookup(name: 'Agent').id,
},
},
},
},
{
name: 'web_in',
display: __('Web (in)'),
selected: true,
dataDownload: true,
adapter: Report::TicketGenericTime,
params: {
field: 'created_at',
selector: {
'create_article_type_id' => {
'operator' => 'is',
'value' => Ticket::Article::Type.lookup(name: 'web').id,
},
'create_article_sender_id' => {
'operator' => 'is',
'value' => Ticket::Article::Sender.lookup(name: 'Customer').id,
},
},
},
},
{
name: 'twitter_in',
display: __('Twitter (in)'),
selected: true,
dataDownload: true,
adapter: Report::TicketGenericTime,
params: {
field: 'created_at',
selector: {
'create_article_type_id' => {
'operator' => 'is',
'value' => Ticket::Article::Type.lookup(name: 'twitter status').id,
},
'create_article_sender_id' => {
'operator' => 'is',
'value' => Ticket::Article::Sender.lookup(name: 'Customer').id,
},
},
},
},
{
name: 'twitter_out',
display: __('Twitter (out)'),
selected: true,
dataDownload: true,
adapter: Report::TicketGenericTime,
params: {
field: 'created_at',
selector: {
'create_article_type_id' => {
'operator' => 'is',
'value' => Ticket::Article::Type.lookup(name: 'twitter status').id,
},
'create_article_sender_id' => {
'operator' => 'is',
'value' => Ticket::Article::Sender.lookup(name: 'Agent').id,
},
},
},
},
]
config[:metric][:create_channels][:backend] = backend
config[:metric][:communication] = {
name: 'communication',
display: __('Communication'),
prio: 7000,
}
backend = [
{
name: 'phone_in',
display: __('Phone (in)'),
selected: true,
dataDownload: false,
adapter: Report::ArticleByTypeSender,
params: {
type: 'phone',
sender: 'Customer',
},
},
{
name: 'phone_out',
display: __('Phone (out)'),
selected: true,
dataDownload: false,
adapter: Report::ArticleByTypeSender,
params: {
type: 'phone',
sender: 'Agent',
},
},
{
name: 'email_in',
display: __('Email (in)'),
selected: true,
dataDownload: false,
adapter: Report::ArticleByTypeSender,
params: {
type: 'email',
sender: 'Customer',
},
},
{
name: 'email_out',
display: __('Email (out)'),
selected: true,
dataDownload: false,
adapter: Report::ArticleByTypeSender,
params: {
type: 'email',
sender: 'Agent',
},
},
{
name: 'web_in',
display: __('Web (in)'),
selected: true,
dataDownload: false,
adapter: Report::ArticleByTypeSender,
params: {
type: 'web',
sender: 'Customer',
},
},
{
name: 'twitter_in',
display: __('Twitter (in)'),
selected: true,
dataDownload: false,
adapter: Report::ArticleByTypeSender,
params: {
type: 'twitter status',
sender: 'Customer',
},
},
{
name: 'twitter_out',
display: __('Twitter (out)'),
selected: true,
dataDownload: false,
adapter: Report::ArticleByTypeSender,
params: {
type: 'twitter status',
sender: 'Agent',
},
},
]
config[:metric][:communication][:backend] = backend
config[:metric].each do |metric_key, metric_value|
metric_value[:backend].each do |metric_backend|
metric_backend[:name] = "#{metric_key}::#{metric_backend[:name]}"
end
end
config
end
end