Name
global.InteractionStatsProvider
Description
Implements extension point global.AWAStatsStore Extension point to store stats in AWAQueueStats,AWAChannelStats and AWAInstranceStats tables
Script
var InteractionStatsProvider = Class.create();
InteractionStatsProvider.prototype = {
initialize: function() {},
_addValueToKey: function(map, key, property, value) {
map[key] = map[key] || {};
map[key][property] = value;
},
_query: function(table, encodedQuery, query, groupBy, aggr) {
var ga = new GlideAggregate(table);
if (encodedQuery) ga.addEncodedQuery(encodedQuery);
if (query) ga.addQuery(query);
if (aggr) ga.addAggregate(aggr);
if (groupBy) ga.groupBy(groupBy);
ga.query();
return ga;
},
_queryAndGetAggregateCount: function(table, encodedQuery, query, groupBy, aggr) {
var ga = this._query(table, encodedQuery, query, groupBy, aggr);
var count = 0;
if (ga.next()) return ga.getAggregate(aggr);
return 0;
},
getQueueStats: function(queueVsGroups, windowStartTime, windowEndTime) {
var map = {};
var queueStats = {};
var statDefaultValue = {
interactions_closed: 0,
avg_duration_closed_interactions: 0
};
var interactionsClosed = new GlideAggregate('awa_interaction_work_item');
var dateQueryForClosedInteractions = "doc_closed_at>=" + windowStartTime.getValue() + '^' + 'doc_closed_at<=' + windowEndTime.getValue();
interactionsClosed.addQuery(dateQueryForClosedInteractions);
interactionsClosed.addEncodedQuery('doc_state=closed_complete^ORdoc_state=closed_abandoned');
interactionsClosed.groupBy('wi_queue');
interactionsClosed.addAggregate('COUNT');
interactionsClosed.addAggregate('AVG', 'doc_duration');
interactionsClosed.query();
while (interactionsClosed.next()) {
this._addValueToKey(queueStats, interactionsClosed.getValue('wi_queue'), "interactions_closed", interactionsClosed.getAggregate('COUNT'));
this._addValueToKey(queueStats, interactionsClosed.getValue('wi_queue'), "avg_duration_closed_interactions",
new GlideDuration(interactionsClosed.getAggregate('AVG', 'doc_duration')).getNumericValue() / 1000);
}
map["queueStats"] = queueStats;
map["statDefaultValue"] = statDefaultValue;
return map;
},
getChannelStats: function(channelVsGroups, windowStartTime, windowEndTime) {
var map = {};
map["channelStats"] = {};
map["statDefaultValue"] = {};
return map;
},
getInstanceStats: function(windowStartTime, windowEndTime) {
var map = {};
var vaInteractionsInLast15Min = this._queryAndGetAggregateCount('interaction', 'type=chat^virtual_agent=true^sys_created_onRELATIVEGE@minute@ago@15', null, null, 'COUNT');
var vaInteractionsInLastHour = this._queryAndGetAggregateCount('interaction', 'type=chat^virtual_agent=true^sys_created_onRELATIVEGE@hour@ago@1', null, null, 'COUNT');
var dateQuery = "closed_at>=" + windowStartTime.getValue() + '^' + 'closed_at<=' + windowEndTime.getValue();
var vaInteractionsResolved = this._queryAndGetAggregateCount('interaction', 'type=chat^virtual_agent=true^sys_created_onRELATIVEGE@hour@ago@1', dateQuery, null, 'COUNT');
dateQuery = "live_handoff_time>=" + windowStartTime.getValue() + '^' + 'live_handoff_time<=' + windowEndTime.getValue();
var vaInteractionsTransferred = this._queryAndGetAggregateCount('interaction', 'type=chat^virtual_agent=true^agent_chat=true', dateQuery, null, 'COUNT');
map["va_interactions_received_in_last_15_minutes"] = vaInteractionsInLast15Min;
map["va_interactions_received_in_last_hour"] = vaInteractionsInLastHour;
map["va_interactions_resolved"] = vaInteractionsResolved;
map["va_interactions_transferred"] = vaInteractionsTransferred;
return map;
},
type: 'InteractionStatsProvider'
};Sys ID
4b09def295b7d010f8773ca1dcdbe6d3