mirror of
https://github.com/itflow-org/itflow
synced 2026-11-11 07:01:16 +00:00
150 lines
8.6 KiB
PHP
150 lines
8.6 KiB
PHP
<?php
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/*
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* SLA by Client - for each client, how their tickets with an SLA did in the
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* period: first replies and resolutions in time, the typical first reply,
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* and the average SLA clock to resolve - business hours with the clock
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* running, so paused time does not count, which is what the SLA itself
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* judged. Worst first, so the clients to talk to are at the top. One
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* agent's tickets only when an agent is picked.
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*/
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require_once "includes/inc_report.php";
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reportEnforce('sla_by_client');
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$period = reportPeriod('last_90');
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$agent_id = reportAgentId();
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$filter = reportTicketSql(0, $agent_id) . " AND ticket_sla_id > 0 AND " . reportRangeSql('ticket_created_at', $period);
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$clients = [];
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$sql = mysqli_query($mysqli, "SELECT client_id, client_name, client_abbreviation, " . REPORT_SLA_COLUMNS . "
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FROM tickets JOIN clients ON ticket_client_id = client_id WHERE $filter GROUP BY client_id, client_name, client_abbreviation");
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while ($row = mysqli_fetch_assoc($sql)) {
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$clients[intval($row['client_id'])] = ['client_id' => intval($row['client_id']), 'client' => $row['client_name'], 'abbr' => $row['client_abbreviation'],
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'response' => null, 'resolve_clock' => null, 'breached_open' => 0] + reportSlaFigures($row);
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}
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$responses = [];
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$sql = mysqli_query($mysqli, "SELECT ticket_client_id AS client_id, TIMESTAMPDIFF(SECOND, ticket_created_at, ticket_first_response_at) AS s FROM tickets WHERE $filter AND ticket_first_response_at IS NOT NULL");
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while ($row = mysqli_fetch_assoc($sql)) {
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$responses[intval($row['client_id'])][] = floatval($row['s']);
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}
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// The SLA clock spent on resolved tickets - logged business minutes, or for a
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// ticket with none logged (a response-only plan, or one resolved before
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// pausing existed) the business time between being raised and resolved
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$clock = [];
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$sql = mysqli_query($mysqli, "SELECT ticket_client_id AS client_id, ticket_created_at, ticket_resolved_at, SUM(sla_history_minutes) AS logged
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FROM tickets LEFT JOIN sla_history ON sla_history_ticket_id = ticket_id
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WHERE $filter AND ticket_resolved_at IS NOT NULL
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GROUP BY ticket_id, ticket_client_id, ticket_created_at, ticket_resolved_at");
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while ($row = mysqli_fetch_assoc($sql)) {
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$minutes = $row['logged'] === null ? businessMinutesBetween($row['ticket_created_at'], $row['ticket_resolved_at']) : intval($row['logged']);
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$clock[intval($row['client_id'])][] = $minutes * 60;
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}
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$sql = mysqli_query($mysqli, "SELECT ticket_client_id AS client_id, COUNT(ticket_id) AS n FROM tickets
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WHERE " . reportTicketSql(0, $agent_id) . " AND " . TICKET_OPEN_SQL . " AND " . dashboardSlaBreachedSql() . " GROUP BY ticket_client_id");
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while ($row = mysqli_fetch_assoc($sql)) {
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if (isset($clients[intval($row['client_id'])])) {
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$clients[intval($row['client_id'])]['breached_open'] = intval($row['n']);
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}
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}
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foreach ($clients as $id => &$row) {
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$row['response'] = reportMedian($responses[$id] ?? []);
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$row['resolve_clock'] = !empty($clock[$id]) ? array_sum($clock[$id]) / count($clock[$id]) : null;
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$row['worst'] = min($row['response_percent'] ?? 101, $row['resolution_percent'] ?? 101);
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}
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unset($row);
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uasort($clients, function ($a, $b) { return $a['worst'] <=> $b['worst'] ?: $b['tickets'] <=> $a['tickets']; });
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$clients = array_values($clients);
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// tickets.php's assigned= filter, so a click keeps to the same agent
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$agent_link = $agent_id ? "&assigned=$agent_id" : '';
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$columns = [
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'client' => ['label' => 'Client', 'html' => function ($row) {
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return reportClientCell($row['client_id'], $row['client'], $row['abbr'], 'tickets.php');
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}],
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'tickets' => ['label' => 'Tickets', 'type' => 'count'],
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// The late counts sit beside their share on screen; the export keeps them apart
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'response_missed' => ['label' => 'Replied late', 'type' => 'count', 'screen' => false],
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'response_percent' => ['label' => 'Response', 'type' => 'percent', 'title' => 'First replies in time, of those judged', 'html' => function ($row) {
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return reportRateHtml($row['response_percent']) . reportLateHtml($row['response_missed']);
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}],
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'resolution_missed' => ['label' => 'Resolved late', 'type' => 'count', 'screen' => false],
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'resolution_percent' => ['label' => 'Resolution', 'type' => 'percent', 'title' => 'Resolved in time, of those judged', 'html' => function ($row) {
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return reportRateHtml($row['resolution_percent']) . reportLateHtml($row['resolution_missed']);
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}],
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'response' => ['label' => 'First reply', 'type' => 'duration', 'title' => 'Typical (middle) time to the first reply, on the clock'],
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'resolve_clock' => ['label' => 'Clock to resolve', 'type' => 'duration', 'title' => 'Average business time with the SLA clock running, to resolve'],
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'breached_open' => ['label' => 'Breached now', 'type' => 'count', 'csv_label' => 'Breached and still open', 'title' => 'Open tickets that have missed a target, whenever they were raised', 'html' => function ($row) use ($agent_link) {
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return $row['breached_open'] ? '<a class="text-danger-emphasis fw-semibold" href="/agent/tickets.php?client_id=' . $row['client_id'] . '&sla=breached' . $agent_link . '">' . $row['breached_open'] . '</a>' : '<span class="itflow-report-zero">–</span>';
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}],
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];
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$overall = reportSlaCompliance($filter);
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$totals = ['client' => 'Total', 'tickets' => $overall['tickets'], 'response_missed' => $overall['response_missed'], 'response_percent' => $overall['response_percent'],
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'resolution_missed' => $overall['resolution_missed'], 'resolution_percent' => $overall['resolution_percent'],
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'breached_open' => array_sum(array_column($clients, 'breached_open'))];
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if (reportExporting()) {
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reportCsv('SLA by Client ' . $period['start'] . ' to ' . $period['end'], $columns, $clients, $totals);
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}
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require_once "includes/inc_report_layout.php";
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$below = array_filter($clients, function ($c) { return $c['worst'] < 80; });
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$chart_rows = array_slice($clients, 0, 15);
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?>
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<div class="itflow-report">
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<?php reportHeader('sla_by_client', [
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'period' => $period,
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'years' => reportPastYears("SELECT DISTINCT YEAR(ticket_created_at) AS y FROM tickets WHERE ticket_sla_id > 0"),
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'agent' => $agent_id,
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]); ?>
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<?= reportStats([
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['label' => 'Clients with SLA tickets', 'value' => reportCount(count($clients)), 'sub' => reportCount($overall['tickets']) . ' <span class="text-body-tertiary">tickets</span>'],
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['label' => 'First reply in time', 'value_html' => reportRateHtml($overall['response_percent']), 'sub' => '<span class="text-body-tertiary">Across all clients</span>'],
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['label' => 'Resolved in time', 'value_html' => reportRateHtml($overall['resolution_percent']), 'sub' => '<span class="text-body-tertiary">Across all clients</span>'],
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['label' => 'Clients under 80%', 'value' => reportCount(count($below)), 'tone' => $below ? 'danger' : 'success', 'sub' => '<span class="text-body-tertiary">On response or resolution</span>'],
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]) ?>
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<?php if ($chart_rows) { ?>
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<?= reportSectionOpen('Targets met', 'Worst first') ?>
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<div class="card-body">
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<?= reportChart([
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'type' => 'bar',
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'horizontal' => true,
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'labels' => array_column($chart_rows, 'client'),
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'series' => [
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['label' => 'First reply in time', 'data' => array_column($chart_rows, 'response_percent'), 'tone' => 'accent'],
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['label' => 'Resolved in time', 'data' => array_column($chart_rows, 'resolution_percent'), 'tone' => 'success'],
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],
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'format' => 'percent',
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'max' => 100,
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], '', 'The share of SLA targets met for each client') ?>
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</div>
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</div>
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<?php } ?>
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<?= reportSectionOpen('By client', 'Worst first') ?>
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<?= reportTable($columns, $clients, ['empty' => reportEmpty('No ticket raised in this period carried an SLA.', 'fa-stopwatch', 'secondary'), 'totals' => $totals,
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'totals_html' => ['response_percent' => reportRateHtml($overall['response_percent']) . reportLateHtml($overall['response_missed']),
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'resolution_percent' => reportRateHtml($overall['resolution_percent']) . reportLateHtml($overall['resolution_missed'])]]) ?>
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<div class="card-footer small text-body-secondary">
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Tickets raised in the period that carry an SLA. Percentages count only targets already judged. The first reply runs on the clock;
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the SLA clock to resolve counts business hours with the clock running, so time paused (On Hold) is left out.
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</div>
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</div>
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</div>
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<?php require_once "../../includes/footer.php"; ?>
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<script src="<?= staticFileUrl('/js/reports.js') ?>"></script>
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