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[*] BO : Added Customer Service KPIs

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This commit is contained in:
Damien Metzger
2013-09-25 15:24:19 +02:00
parent 875120f145
commit b80b363a2e
3 changed files with 112 additions and 1 deletions
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controllers/admin/AdminCustomerThreadsController.php
+47
View File
@@ -466,6 +466,53 @@ class AdminCustomerThreadsControllerCore extends AdminController
die;
}
public function renderKpis()
{
$time = time();
$kpis = array();
/* The data generation is located in AdminStatsControllerCore */
$helper = new HelperKpi();
$helper->id = 'box-pending-messages';
$helper->icon = 'icon-envelope';
$helper->color = 'color1';
$helper->title = $this->l('Pending Messages');
if (ConfigurationKPI::get('PENDING_MESSAGES') !== false)
$helper->value = ConfigurationKPI::get('PENDING_MESSAGES');
if (ConfigurationKPI::get('PENDING_MESSAGES_EXPIRE') < $time)
$helper->source = $this->context->link->getAdminLink('AdminStats').'&ajax=1&action=getKpi&kpi=pending_messages';
$kpis[] = $helper->generate();
$helper = new HelperKpi();
$helper->id = 'box-age';
$helper->icon = 'icon-time';
$helper->color = 'color2';
$helper->title = $this->l('Average Response Time');
$helper->subtitle = $this->l('30 days');
if (ConfigurationKPI::get('AVG_MSG_RESPONSE_TIME') !== false)
$helper->value = ConfigurationKPI::get('AVG_MSG_RESPONSE_TIME');
if (ConfigurationKPI::get('AVG_MSG_RESPONSE_TIME_EXPIRE') < $time)
$helper->source = $this->context->link->getAdminLink('AdminStats').'&ajax=1&action=getKpi&kpi=avg_msg_response_time';
$kpis[] = $helper->generate();
$helper = new HelperKpi();
$helper->id = 'box-messages-per-thread';
$helper->icon = 'icon-copy';
$helper->color = 'color3';
$helper->title = $this->l('Messages per Thread');
$helper->subtitle = $this->l('30 day');
if (ConfigurationKPI::get('MESSAGES_PER_THREAD') !== false)
$helper->value = ConfigurationKPI::get('MESSAGES_PER_THREAD');
if (ConfigurationKPI::get('MESSAGES_PER_THREAD_EXPIRE') < $time)
$helper->source = $this->context->link->getAdminLink('AdminStats').'&ajax=1&action=getKpi&kpi=messages_per_thread';
$kpis[] = $helper->generate();
$helper = new HelperKpiRow();
$helper->kpis = $kpis;
return $helper->generate();
}
public function renderView()
{
if (!$id_customer_thread = (int)Tools::getValue('id_customer_thread'))
controllers/admin/AdminCustomersController.php
+1 -1
View File
@@ -525,7 +525,7 @@ class AdminCustomersControllerCore extends AdminController
{
$customer->id_shop = $this->context->shop->id;
}
public function renderKpis()
{
$time = time();
controllers/admin/AdminStatsController.php
+64
View File
@@ -229,6 +229,52 @@ class AdminStatsControllerCore extends AdminStatsTabController
return round((time() - strtotime($value)) / 86400 / 365, 1);
}
public static function getPendingMessages()
{
return CustomerThread::getTotalCustomerThreads('status LIKE "%pending%" OR status = "open"');
}
public static function getAverageMessageResponseTime($date_from, $date_to)
{
$result = Db::getInstance(_PS_USE_SQL_SLAVE_)->executeS('
SELECT MIN(cm1.date_add) as question, MIN(cm2.date_add) as reply
FROM `'._DB_PREFIX_.'customer_message` cm1
INNER JOIN `'._DB_PREFIX_.'customer_message` cm2 ON (cm1.id_customer_thread = cm2.id_customer_thread AND cm1.date_add < cm2.date_add)
WHERE cm1.`date_add` BETWEEN "'.pSQL($date_from).' 00:00:00" AND "'.pSQL($date_to).' 23:59:59"
AND cm1.id_employee = 0 AND cm2.id_employee != 0
GROUP BY cm1.id_customer_thread');
$total_questions = $total_replies = $threads = 0;
foreach ($result as $row)
{
++$threads;
$total_questions += strtotime($row['question']);
$total_replies += strtotime($row['reply']);
}
if (!$threads)
return 0;
return round(($total_replies - $total_questions) / $threads / 3600, 1);
}
public static function getMessagesPerThread($date_from, $date_to)
{
$result = Db::getInstance(_PS_USE_SQL_SLAVE_)->executeS('
SELECT COUNT(*) as messages
FROM `'._DB_PREFIX_.'customer_thread` ct
LEFT JOIN `'._DB_PREFIX_.'customer_message` cm ON (ct.id_customer_thread = cm.id_customer_thread)
WHERE ct.`date_add` BETWEEN "'.pSQL($date_from).' 00:00:00" AND "'.pSQL($date_to).' 23:59:59"
AND status = "closed"
GROUP BY ct.id_customer_thread');
$threads = $messages = 0;
foreach ($result as $row)
{
++$threads;
$messages += $row['messages'];
}
if (!$threads)
return 0;
return round($messages / $threads, 1);
}
public function displayAjaxGetKpi()
{
$currency = new Currency(Configuration::get('PS_CURRENCY_DEFAULT'));
@@ -317,6 +363,24 @@ class AdminStatsControllerCore extends AdminStatsTabController
ConfigurationKPI::updateValue('AVG_CUSTOMER_AGE_EXPIRE', strtotime('+1 day'));
break;
case 'pending_messages':
$value = (int)AdminStatsController::getPendingMessages();
ConfigurationKPI::updateValue('PENDING_MESSAGES', $value);
ConfigurationKPI::updateValue('PENDING_MESSAGES_EXPIRE', strtotime('+5 min'));
break;
case 'avg_msg_response_time':
$value = sprintf($this->l('%.1f hours'), AdminStatsController::getAverageMessageResponseTime(date('Y-m-d', strtotime('-31 day')), date('Y-m-d', strtotime('-1 day'))));
ConfigurationKPI::updateValue('AVG_MSG_RESPONSE_TIME', $value);
ConfigurationKPI::updateValue('AVG_MSG_RESPONSE_TIME_EXPIRE', strtotime('+4 hour'));
break;
case 'messages_per_thread':
$value = round(AdminStatsController::getMessagesPerThread(date('Y-m-d', strtotime('-31 day')), date('Y-m-d', strtotime('-1 day'))), 1);
ConfigurationKPI::updateValue('MESSAGES_PER_THREAD', $value);
ConfigurationKPI::updateValue('MESSAGES_PER_THREAD_EXPIRE', strtotime('+12 hour'));
break;
case 'newsletter_registrations':
$value = Db::getInstance(_PS_USE_SQL_SLAVE_)->getValue('
SELECT COUNT(*)