mirror of
https://github.com/itflow-org/itflow
synced 2026-11-11 07:01:16 +00:00
172 lines
9.2 KiB
PHP
172 lines
9.2 KiB
PHP
<?php
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/*
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* SLA Performance - how tickets carrying an SLA did against their response
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* and resolution targets, for tickets raised in the period: overall, month by
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* month, by priority and by agent, and the SLAs breached on tickets still
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* open now. A percentage counts only targets that have been judged - a ticket
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* still waiting for its first reply is neither a hit nor a miss yet.
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*/
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require_once "includes/inc_report.php";
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reportEnforce('sla_summary');
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$period = reportPeriod('last_90');
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$client_id = reportClientId();
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$filter = reportTicketSql($client_id) . " AND " . reportRangeSql('ticket_created_at', $period);
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$overall = reportSlaCompliance($filter);
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$previous = reportSlaCompliance(reportTicketSql($client_id) . " AND " . reportRangeSql('ticket_created_at', $period, true));
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$breached_open = dashboardCount("SELECT COUNT(ticket_id) FROM tickets WHERE " . reportTicketSql($client_id) . " AND " . TICKET_OPEN_SQL . " AND " . dashboardSlaBreachedSql());
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// Grouped figures
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$grouped = function ($group_sql, $join = '') use ($filter) {
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global $mysqli;
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$rows = [];
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$sql = mysqli_query($mysqli, "SELECT $group_sql AS k, " . REPORT_SLA_COLUMNS . " FROM tickets $join WHERE ticket_sla_id > 0 AND $filter GROUP BY k");
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while ($row = mysqli_fetch_assoc($sql)) {
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$rows[(string) $row['k']] = reportSlaFigures($row);
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}
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return $rows;
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};
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$buckets = reportBuckets($period);
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if ($buckets['unit'] === 'day') {
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// A day's handful of tickets makes a jumpy line - weeks read better
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$buckets = reportBuckets(['start' => $period['start'], 'end' => $period['end'], 'days' => 60]);
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}
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$by_bucket = $grouped(reportBucketSql('ticket_created_at', $buckets['unit']));
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$by_priority = $grouped('ticket_priority');
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$by_agent = $grouped('ticket_assigned_to');
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$priority_rows = [];
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foreach (['Urgent', 'High', 'Medium', 'Low'] as $priority) {
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if (isset($by_priority[$priority])) {
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$priority_rows[] = ['priority' => $priority] + $by_priority[$priority];
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}
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}
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$agent_rows = [];
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$names = [];
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$sql = mysqli_query($mysqli, "SELECT user_id, user_name, user_avatar FROM users WHERE user_type = 1");
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while ($row = mysqli_fetch_assoc($sql)) {
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$names[intval($row['user_id'])] = $row;
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}
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foreach ($by_agent as $user_id => $figures) {
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$user_id = intval($user_id);
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$agent_rows[] = ['user_id' => $user_id, 'agent' => $names[$user_id]['user_name'] ?? '', 'avatar' => $names[$user_id]['user_avatar'] ?? ''] + $figures;
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}
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usort($agent_rows, function ($a, $b) { return $b['tickets'] <=> $a['tickets']; });
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// On screen each share carries its late count; the export keeps every count apart
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$figure_columns = [
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'tickets' => ['label' => 'Tickets', 'type' => 'count'],
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'response_met' => ['label' => 'Replied in time', 'type' => 'count', 'screen' => false],
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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($row['response_missed']);
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}],
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'resolution_met' => ['label' => 'Resolved in time', 'type' => 'count', 'screen' => false],
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'resolution_missed' => ['label' => 'Resolved late', 'type' => 'count', 'screen' => false],
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'resolution_percent' => ['label' => 'Resolution', 'type' => 'percent', 'title' => 'Resolved in time, of those judged', 'html' => function ($row) {
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return reportRateHtml($row['resolution_percent']) . reportLateHtml($row['resolution_missed']);
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}],
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'resolution_pending' => ['label' => 'Still running', 'type' => 'count', 'class' => 'text-body-secondary', 'title' => 'Resolution clock still running'],
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];
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$priority_columns = ['priority' => ['label' => 'Priority', 'html' => function ($row) {
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return reportPriorityDot($row['priority']) . escapeHtml($row['priority']);
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}]] + $figure_columns;
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$agent_columns = ['agent' => ['label' => 'Assigned to', 'csv' => function ($row) { return $row['user_id'] ? $row['agent'] : 'Unassigned'; }, 'html' => function ($row) {
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return formatAssignee($row['user_id'], $row['agent'], $row['avatar'], true);
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}]] + $figure_columns;
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$month_rows = [];
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foreach ($buckets['keys'] as $i => $key) {
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if (isset($by_bucket[$key])) {
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$month_rows[] = ['when' => $buckets['labels'][$i]] + $by_bucket[$key];
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}
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}
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$month_columns = ['when' => ['label' => ucfirst($buckets['unit']), 'sort' => false]] + $figure_columns;
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if (reportExporting('agents')) {
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reportCsv('SLA by Agent', $agent_columns, $agent_rows);
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}
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if (reportExporting('priorities')) {
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reportCsv('SLA by Priority', $priority_columns, $priority_rows);
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}
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if (reportExporting()) {
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reportCsv('SLA by ' . ucfirst($buckets['unit']), $month_columns, $month_rows, ['when' => 'Total'] + $overall);
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}
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require_once "includes/inc_report_layout.php";
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$has_sla = $overall['tickets'] > 0;
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?>
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<div class="itflow-report">
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<?php reportHeader('sla_summary', [
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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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'client' => $client_id,
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'export' => ['months' => 'By ' . $buckets['unit'], 'priorities' => 'By priority', 'agents' => 'By agent'],
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]); ?>
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<?= reportStats([
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['label' => 'Tickets with an SLA', 'value' => reportCount($overall['tickets']), 'sub' => '<span class="text-body-tertiary">Raised in the period</span>'],
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['label' => 'First reply in time', 'value_html' => reportRateHtml($overall['response_percent']),
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'sub' => $previous['response_percent'] !== null ? 'Was <span class="text-body">' . reportPercent($previous['response_percent']) . '</span> <span class="text-body-tertiary">' . escapeHtml($period['compare']) . '</span>' : ''],
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['label' => 'Resolved in time', 'value_html' => reportRateHtml($overall['resolution_percent']),
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'sub' => $previous['resolution_percent'] !== null ? 'Was <span class="text-body">' . reportPercent($previous['resolution_percent']) . '</span> <span class="text-body-tertiary">' . escapeHtml($period['compare']) . '</span>' : ''],
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['label' => 'Breached and still open', 'value' => reportCount($breached_open), 'tone' => $breached_open ? 'danger' : 'success', 'url' => '/agent/tickets.php?sla=breached' . ($client_id ? "&client_id=$client_id" : ''),
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'sub' => '<span class="text-body-tertiary">Whenever they were raised</span>'],
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]) ?>
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<?php if (!$has_sla) { ?>
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<div class="card"><div class="card-body"><?= reportEmpty('No ticket raised in this period carried an SLA. Set SLAs up in Admin > SLA to start measuring them.', 'fa-stopwatch', 'secondary') ?></div></div>
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<?php } else { ?>
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<?= reportSectionOpen('Targets met over the period', 'Bars are tickets, lines the share met') ?>
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<div class="card-body">
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<?php
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$keys = $buckets['keys'];
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echo reportChart([
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'type' => 'bar',
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'labels' => $buckets['labels'],
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'series' => [
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['label' => 'Tickets with an SLA', 'data' => array_map(function ($k) use ($by_bucket) { return $by_bucket[$k]['tickets'] ?? 0; }, $keys), 'tone' => 'faint'],
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['label' => 'First reply in time', 'data' => array_map(function ($k) use ($by_bucket) { return $by_bucket[$k]['response_percent'] ?? null; }, $keys), 'tone' => 'accent', 'type' => 'line', 'axis' => 'y2'],
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['label' => 'Resolved in time', 'data' => array_map(function ($k) use ($by_bucket) { return $by_bucket[$k]['resolution_percent'] ?? null; }, $keys), 'tone' => 'success', 'type' => 'line', 'axis' => 'y2'],
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],
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'format' => 'count',
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'format2' => 'percent',
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'max2' => 100,
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], '', 'SLA tickets and the share of targets met over the period');
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?>
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</div>
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</div>
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<?= reportSectionOpen('By priority', '') ?>
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<?= reportTable($priority_columns, $priority_rows, ['sortable' => false]) ?>
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</div>
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<?= reportSectionOpen('By agent', 'Who the ticket is assigned to') ?>
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<?= reportTable($agent_columns, $agent_rows) ?>
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</div>
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<?= reportSectionOpen('By ' . $buckets['unit'], 'When the tickets were raised') ?>
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<?= reportTable($month_columns, $month_rows, ['sortable' => false, 'totals' => ['when' => 'Total'] + $overall,
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'totals_html' => ['response_percent' => reportRateHtml($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. Targets run in business hours, and a status that pauses the SLA stops the resolution clock.
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Percentages count only targets already judged; tickets raised before SLAs were set up carry none and are not counted.
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</div>
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</div>
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<?php } ?>
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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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