Name
global.AWAStatsUtils
Description
No description available
Script
var AWAStatsUtils = Class.create();
AWAStatsUtils.prototype = {
initialize: function () {
},
getAllStats: function () {
var stats = {
agents: this.getAgents(),
channels: this.getChannels()
};
stats['workloadCalculation'] = sn_awa.StatsUtil.getWorkloadRecalculateProcessingTime();
return stats;
},
getAgents: function () {
var agents = {};
// Get agents
var agg = new GlideAggregate('awa_agent_presence');
agg.setWorkflow(false);
agg.addAggregate('COUNT', 'current_presence_state');
agg.query();
while (agg.next() && agg.canRead()) {
var ps = agg.current_presence_state.name;
var stateCount = agg.getAggregate('COUNT', 'current_presence_state');
agents[ps] = stateCount;
}
return agents;
},
getChannels: function () {
var channels = [];
var gr = GlideRecordSecure('awa_service_channel');
gr.setWorkflow(false);
gr.query();
while (gr.next()) {
var channel = {
sys_id: gr.getUniqueValue(),
name: gr.getValue('name'),
active: gr.getValue('active') === '1',
condition: gr.getValue('condition') || '',
utilization_condition: gr.getValue('utilization_condition') || '',
workitem_table: gr.getValue('workitem_table'),
};
channel.responders = this.getChannelResponders(gr);
channel.responderSummary = this.getChannelResponderSummary(channel);
channel.queryPerformance = this.getChannelQueryPerformanceMetrics(channel);
channel.queues = this.getChannelQueues(gr);
channel.queueSummary = this.getChannelQueueSummary(channel.queues);
channel.agents = this.getChannelAgents(gr);
channel.agentSummary = this.getChannelAgentSummary(channel.agents);
channel.workItemSummary = this.getChannelWorkItemSummary(channel);
channels.push(channel);
}
var self = this;
channels.forEach(function (channel) {
self.updateChannelWorkItemSummaryWithDuplicateInformation(channel.queues, channel.workItemSummary);
});
return channels;
},
getChannelQueryPerformanceMetrics: function (channel) {
return {
maxQueryTime: sn_awa.StatsUtil.getMaxQueryTimeForChannel(channel.sys_id),
minQueryTime: sn_awa.StatsUtil.getMinQueryTimeForChannel(channel.sys_id),
meanQueryTime: Math.round(sn_awa.StatsUtil.getMeanQueryTimeForChannel(channel.sys_id)),
medianQueryTime: sn_awa.StatsUtil.getMedianQueryTimeForChannel(channel.sys_id),
totalQueryCount: sn_awa.StatsUtil.getTotalQueryCountForChannel(channel.sys_id),
};
},
getChannelResponderSummary: function (channel) {
return {
respondersExist: (channel.responders).length === 3,
"ChannelEligibilityResponderStats": {
entryCount: sn_awa.StatsUtil.getTotalOnEntryCountForChannelAndResponder(channel.sys_id, "ChannelEligibilityResponder"),
exitCount: sn_awa.StatsUtil.getTotalOnExitCountForChannelAndResponder(channel.sys_id, "ChannelEligibilityResponder"),
changeCount: sn_awa.StatsUtil.getTotalOnChangeCountForChannelAndResponder(channel.sys_id, "ChannelEligibilityResponder"),
},
"WorkItemResponderStats": {
entryCount: sn_awa.StatsUtil.getTotalOnEntryCountForChannelAndResponder(channel.sys_id, "WorkItemResponder"),
exitCount: sn_awa.StatsUtil.getTotalOnExitCountForChannelAndResponder(channel.sys_id, "WorkItemResponder"),
changeCount: sn_awa.StatsUtil.getTotalOnChangeCountForChannelAndResponder(channel.sys_id, "WorkItemResponder"),
},
"WorkloadResponderStats": {
entryCount: sn_awa.StatsUtil.getTotalOnEntryCountForChannelAndResponder(channel.sys_id, "WorkloadResponder"),
exitCount: sn_awa.StatsUtil.getTotalOnExitCountForChannelAndResponder(channel.sys_id, "WorkloadResponder"),
changeCount: sn_awa.StatsUtil.getTotalOnChangeCountForChannelAndResponder(channel.sys_id, "WorkloadResponder"),
}
};
},
getChannelResponders: function (channelGr) {
var recordWatcherResponders = [];
var gr = GlideRecordSecure('sys_rw_action');
gr.setWorkflow(false);
gr.addQuery('context', 'CONTAINS', channelGr.sys_id);
gr.query();
while (gr.next()) {
var recordWatcherResponder = {
sys_id: gr.getUniqueValue(),
responder_key: gr.getValue('responder_key')
};
recordWatcherResponders.push(recordWatcherResponder);
}
return recordWatcherResponders;
},
getChannelAgents: function (channelGr) {
var channelAgents = [];
var gr = GlideRecordSecure('awa_agent_channel_availability');
gr.addQuery('service_channel', channelGr.getUniqueValue());
gr.setWorkflow(false);
gr.query();
while (gr.next()) {
var agent = {
sys_id: gr.getUniqueValue(),
agent: gr.getValue('agent'),
available: gr.getValue('available') === 1,
presence_state: gr.getValue('presence_state')
};
channelAgents.push(agent);
}
return channelAgents;
},
getChannelAgentSummary: function (channelAgents) {
var agentSummary = {};
var agg = new GlideAggregate('awa_agent_presence');
agg.setWorkflow(false);
var agentIds = channelAgents.map(function (agent) { return agent.agent; });
agg.addQuery('agent', agentIds);
agg.addAggregate('COUNT', 'current_presence_state');
agg.query();
while (agg.next() && agg.canRead()) {
var ps = agg.current_presence_state.name;
var stateCount = agg.getAggregate('COUNT', 'current_presence_state');
agentSummary[ps] = stateCount;
}
return agentSummary;
},
getChannelQueueSummary: function (channelQueues) {
return {
total: channelQueues.length,
inSchedule: channelQueues.filter(function (queue) { return queue.queueInSchedule === true; }).length,
outOfSchedule: channelQueues.filter(function (queue) { return queue.queueInSchedule === false; }).length,
inactive: channelQueues.filter(function (queue) { return queue.active === false; }).length
};
},
getChannelQueues: function (channelGr) {
var queues = [];
var gr = GlideRecordSecure('awa_queue');
gr.setWorkflow(false);
gr.addQuery('service_channel', channelGr.getUniqueValue());
gr.query();
while (gr.next()) {
var queue = {
sys_id: gr.getUniqueValue(),
name: gr.getValue('name'),
active: gr.getValue('active') === '1',
agents: this.getQueueAgents(gr),
queueInSchedule: this.getQueueInSchedule(gr),
serviceChannel: channelGr.getUniqueValue(),
};
queue.agentSummary = this.getQueueAgentSummary(queue);
queue.workItemSummary = this.getQueueWorkItemSummary(queue);
queue.queuePerformanceSummary = this.getQueuePerformanceSummary(queue);
queues.push(queue);
}
return queues;
},
getQueuePerformanceSummary: function (queue) {
return {
maxRoutingTime: sn_awa.StatsUtil.getMaxRoutingTimeForQueue(queue.sys_id),
minRoutingTime: sn_awa.StatsUtil.getMinRoutingTimeForQueue(queue.sys_id),
meanRoutingTime: Math.round(sn_awa.StatsUtil.getMeanRoutingTimeForQueue(queue.sys_id)),
medianRoutingTime: sn_awa.StatsUtil.getMedianRoutingTimeForQueue(queue.sys_id),
totalRoutingCount: sn_awa.StatsUtil.getTotalRoutingCountForQueue(queue.sys_id),
};
},
updateChannelWorkItemSummaryWithDuplicateInformation: function (queues, workItemSummary) {
// Get all duplicate items in the queues
var agg = GlideAggregate('awa_work_item');
agg.setWorkflow(false);
agg.addQuery('queue', queues.map(function (queueObj) { return queueObj.sys_id; }));
agg.addNullQuery('previous_work_item', null);
agg.addNotNullQuery('document_id');
agg.addAggregate('COUNT', '*');
agg.groupBy('document_id');
agg.query();
var numberOfDuplicates = 0;
while (agg.next() && agg.canRead()) {
if (agg.getAggregate('COUNT', '*') > 1) { // Duplicate Found
numberOfDuplicates++;
}
}
workItemSummary.numberOfDuplicates = numberOfDuplicates;
},
getQueueInSchedule: function (queueGr) {
var queueInSchedule = true;
var scheduleId = queueGr.getValue('schedule');
if (!scheduleId)
return true;
var schedule = new GlideSchedule(scheduleId);
return schedule.isInSchedule(new GlideDateTime());
},
getQueueAgents: function (queueGr) {
var queueAgents = [];
var aepGr = GlideRecordSecure('awa_eligibility_pool');
aepGr.setWorkflow(false);
aepGr.addQuery('queue', queueGr.getUniqueValue());
aepGr.query();
while (aepGr.next()) {
var groupId = aepGr.getValue('groups');
var sugGr = GlideRecordSecure('sys_user_grmember');
sugGr.setWorkflow(false);
sugGr.addQuery('group', groupId);
sugGr.query();
while (sugGr.next()) {
queueAgents.push(this.getAgentAvailabilityInfo(sugGr.getValue('user')));
}
}
return queueAgents;
},
getAgentAvailabilityInfo: function (agentSysId) {
var agentAvailabilityInfo = {
'sysId': agentSysId,
'presenceState': -1,
'maxCapacity': -1,
'workload': -1
};
var aagGr = new GlideRecordSecure('awa_agent_presence');
aagGr.setWorkflow(false);
aagGr.addQuery('agent', agentSysId);
aagGr.query();
while (aagGr.next()) {
var apsGr = new GlideRecordSecure('awa_presence_state');
apsGr.setWorkflow(false);
apsGr.addQuery('sys_id', aagGr.getValue('current_presence_state'));
apsGr.query();
while (apsGr.next()) {
agentAvailabilityInfo.presenceState = apsGr.getValue('name');
}
var aacGr = new GlideRecordSecure('awa_agent_capacity');
aacGr.setWorkflow(false);
aacGr.addQuery('user', agentSysId);
aacGr.query();
while (aacGr.next()) {
agentAvailabilityInfo.maxCapacity = aacGr.getValue('max_capacity') || 0;
agentAvailabilityInfo.workload = aacGr.getValue('workload') || 0;
}
}
return agentAvailabilityInfo;
},
getQueueAgentSummary: function (queueObj) {
var queueAgentSummary = {
agentsAvailable: 0,
};
var acaGr = new GlideRecordSecure('awa_agent_channel_availability');
acaGr.setWorkflow(false);
acaGr.addQuery('service_channel', queueObj.serviceChannel);
acaGr.addQuery('available', 1);
acaGr.query();
var agentIdsInQueue = (queueObj.agents).map(function (agentObj) { return agentObj.sysId; });
while (acaGr.next()) {
queueAgentSummary.agentsAvailable = agentIdsInQueue.indexOf(acaGr.getValue('agent')) !== -1 ? queueAgentSummary.agentsAvailable + 1 : queueAgentSummary.agentsAvailable;
}
return queueAgentSummary;
},
/**
* Queries the database and returns a summary of the work pending, queued, rejected,
* and total work items for the queue.
* @param {Object} queue object
*/
getQueueWorkItemSummary: function (queue) {
var queueSysID = queue.sys_id;
var workItemSummary = {
numberPendingAcceptance: 0,
numberQueued: 0,
numberRejected: 0,
numberOfTotalWorkItems: 0
};
// Count queued and pending acceptance
var stateGA = new GlideAggregate('awa_work_item');
stateGA.addQuery('queue', queueSysID);
stateGA.addQuery('state', 'IN', 'pending_accept,queued');
stateGA.addActiveQuery();
stateGA.addAggregate('COUNT', 'state');
stateGA.query();
while (stateGA.next()) {
var count = stateGA.getAggregate('COUNT', 'state');
var state = stateGA.getValue('state');
if (state === 'pending_accept') {
workItemSummary.numberPendingAcceptance = parseInt(count, 10);
} else if (state == 'queued') {
workItemSummary.numberQueued = parseInt(count, 10);
}
}
// Count rejected
var rejectedGA = new GlideAggregate('awa_work_item');
rejectedGA.addQuery('rejected', true);
rejectedGA.addQuery('queue', queueSysID);
rejectedGA.addAggregate('COUNT');
rejectedGA.query();
rejectedGA.next();
workItemSummary.numberRejected = parseInt(rejectedGA.getAggregate('COUNT'), 10);
// Count total work items for this queue
var totalGA = new GlideAggregate('awa_work_item');
totalGA.addAggregate('COUNT');
totalGA.addQuery('queue', queueSysID);
totalGA.query();
totalGA.next();
workItemSummary.numberOfTotalWorkItems = parseInt(totalGA.getAggregate('COUNT'), 10);
return workItemSummary;
},
getChannelWorkItemSummary: function (channel) {
var workItemSummary = {
numberPendingAcceptance: 0,
numberQueued: 0,
numberOfDuplicates: 0,
numberRejected: 0,
numberOfTotalWorkItems: 0,
numberOfItemsMeetingChannelConditions: 0,
numberOfItemsMeetingUtilizationCondition: 0,
numberOfItemsMeetingChannelAndUtilzationConditions: 0,
};
(channel.queues).forEach(function (queue) {
workItemSummary.numberPendingAcceptance += queue.workItemSummary.numberPendingAcceptance;
workItemSummary.numberQueued += queue.workItemSummary.numberQueued;
workItemSummary.numberOfDuplicates += queue.workItemSummary.numberOfDuplicates;
workItemSummary.numberRejected += queue.workItemSummary.numberRejected;
workItemSummary.numberOfTotalWorkItems += queue.workItemSummary.numberOfTotalWorkItems;
});
// Get all records matching condition
var aggCondition = new GlideAggregate(channel.workitem_table);
aggCondition.addEncodedQuery(channel.condition);
aggCondition.setWorkflow(false);
aggCondition.addAggregate('COUNT');
aggCondition.query();
if (aggCondition.next() && aggCondition.canRead()) {
workItemSummary.numberOfItemsMeetingChannelConditions = aggCondition.getAggregate('COUNT');
}
// Get all records matching utilization condition
var aggUtilization = new GlideAggregate(channel.workitem_table);
aggUtilization.addEncodedQuery(channel.utilization_condition);
aggUtilization.setWorkflow(false);
aggUtilization.addAggregate('COUNT');
aggUtilization.query();
if (aggUtilization.next() && aggUtilization.canRead()) {
workItemSummary.numberOfItemsMeetingUtilizationCondition = aggUtilization.getAggregate('COUNT');
}
// Get all records matching both condition and utilization condition
var bothConditions = new GlideAggregate(channel.workitem_table);
bothConditions.addEncodedQuery(channel.condition);
bothConditions.addEncodedQuery(channel.utilization_condition);
bothConditions.setWorkflow(false);
bothConditions.addAggregate('COUNT');
bothConditions.query();
if (bothConditions.next() && bothConditions.canRead()) {
workItemSummary.numberOfItemsMeetingChannelAndUtilzationConditions = bothConditions.getAggregate('COUNT');
}
return workItemSummary;
},
type: 'AWAStatsUtils'
};Sys ID
0c13aac253320010a0bdddeeff7b1229