mirror of
https://github.com/itflow-org/itflow
synced 2026-11-11 15:07:24 +00:00
221 lines
14 KiB
PHP
221 lines
14 KiB
PHP
<?php
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/*
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* Technician Performance - each agent over the period: time logged and how
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* much of it was on billable tickets, utilization against the hours they
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* were available (working days in the period - the business days and
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* closure days set for SLAs - times the hours in a working day), replies
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* sent, tickets resolved and still open, the typical first reply on their
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* tickets, SLA response compliance and client ratings.
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*
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* Utilization is a guide, not a timesheet - it only counts time logged on
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* ticket replies.
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*/
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require_once "includes/inc_report.php";
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reportEnforce('time_by_tech');
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$period = reportPeriod('last_30');
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$client_id = reportClientId();
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$workday = isset($_GET['hours']) && floatval($_GET['hours']) > 0 ? min(24, round(floatval($_GET['hours']), 2)) : reportWorkdayHours();
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$working_days = reportWorkingDays($period['start'], $period['end']);
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$capacity = $working_days * $workday * 3600;
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$scope = reportClientSql('ticket_client_id', $client_id);
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// Every active agent, and anyone else with something in the period
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$agents = [];
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$sql = mysqli_query($mysqli, "SELECT user_id, user_name, user_avatar, user_status, user_archived_at FROM users WHERE user_type = 1 ORDER BY user_name");
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while ($row = mysqli_fetch_assoc($sql)) {
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$agents[intval($row['user_id'])] = ['user_id' => intval($row['user_id']), 'agent' => $row['user_name'], 'avatar' => $row['user_avatar'] ?? '',
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'active' => intval($row['user_status']) === 1 && $row['user_archived_at'] === null,
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'seconds' => 0, 'billable' => 0, 'replies' => 0, 'tickets_touched' => 0, 'resolved' => 0, 'open_now' => 0, 'response' => null,
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'sla_met' => 0, 'sla_missed' => 0, 'good' => 0, 'bad' => 0];
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}
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$sql = mysqli_query($mysqli, "SELECT ticket_reply_by AS u, SUM(TIME_TO_SEC(ticket_reply_time_worked)) AS s,
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SUM(CASE WHEN ticket_billable = 1 THEN TIME_TO_SEC(ticket_reply_time_worked) ELSE 0 END) AS b,
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SUM(ticket_reply_type = 'Public') AS replies, COUNT(DISTINCT ticket_id) AS touched
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FROM ticket_replies JOIN tickets ON ticket_reply_ticket_id = ticket_id
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WHERE ticket_reply_archived_at IS NULL AND tickets.ticket_archived_at IS NULL AND " . reportRangeSql('ticket_reply_created_at', $period) . " $scope
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GROUP BY ticket_reply_by");
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while ($row = mysqli_fetch_assoc($sql)) {
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$u = intval($row['u']);
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if (isset($agents[$u])) {
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$agents[$u]['seconds'] = intval($row['s']);
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$agents[$u]['billable'] = intval($row['b']);
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$agents[$u]['replies'] = intval($row['replies']);
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$agents[$u]['tickets_touched'] = intval($row['touched']);
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}
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}
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$sql = mysqli_query($mysqli, "SELECT ticket_assigned_to AS u, COUNT(ticket_id) AS n, SUM(ticket_response_sla_met = 1) AS met, SUM(ticket_response_sla_met = 0) AS missed
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FROM tickets WHERE ticket_archived_at IS NULL AND " . reportRangeSql('ticket_resolved_at', $period) . " $scope GROUP BY ticket_assigned_to");
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while ($row = mysqli_fetch_assoc($sql)) {
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$u = intval($row['u']);
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if (isset($agents[$u])) {
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$agents[$u]['resolved'] = intval($row['n']);
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$agents[$u]['sla_met'] = intval($row['met']);
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$agents[$u]['sla_missed'] = intval($row['missed']);
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}
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}
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$sql = mysqli_query($mysqli, "SELECT ticket_assigned_to AS u, COUNT(ticket_id) AS n FROM tickets WHERE ticket_archived_at IS NULL AND " . TICKET_OPEN_SQL . " $scope GROUP BY ticket_assigned_to");
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$unassigned_open = 0;
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while ($row = mysqli_fetch_assoc($sql)) {
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$u = intval($row['u']);
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if (isset($agents[$u])) {
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$agents[$u]['open_now'] = intval($row['n']);
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} elseif (!$u) {
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$unassigned_open = intval($row['n']);
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}
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}
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$sql = mysqli_query($mysqli, "SELECT ticket_assigned_to AS u, SUM(ticket_feedback = 'Good') AS good, SUM(ticket_feedback = 'Bad') AS bad
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FROM tickets WHERE ticket_archived_at IS NULL AND " . reportRangeSql('ticket_closed_at', $period) . " $scope GROUP BY ticket_assigned_to");
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while ($row = mysqli_fetch_assoc($sql)) {
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if (isset($agents[intval($row['u'])])) {
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$agents[intval($row['u'])]['good'] = intval($row['good']);
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$agents[intval($row['u'])]['bad'] = intval($row['bad']);
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}
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}
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$responses = [];
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$sql = mysqli_query($mysqli, "SELECT ticket_assigned_to AS u, TIMESTAMPDIFF(SECOND, ticket_created_at, ticket_first_response_at) AS s
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FROM tickets WHERE ticket_archived_at IS NULL AND ticket_first_response_at IS NOT NULL AND " . reportRangeSql('ticket_created_at', $period) . " $scope");
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while ($row = mysqli_fetch_assoc($sql)) {
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$responses[intval($row['u'])][] = floatval($row['s']);
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}
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foreach ($agents as $u => &$row) {
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$row['billable_share'] = reportShare($row['billable'], $row['seconds']);
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$row['utilization'] = $capacity > 0 ? reportShare($row['seconds'], $capacity) : null;
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$row['response'] = reportMedian($responses[$u] ?? []);
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$row['sla'] = reportShare($row['sla_met'], $row['sla_met'] + $row['sla_missed']);
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$row['csat'] = reportShare($row['good'], $row['good'] + $row['bad']);
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}
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unset($row);
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// Leave out anyone gone with nothing to show
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$agents = array_values(array_filter($agents, function ($a) {
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return $a['active'] || $a['seconds'] || $a['resolved'] || $a['open_now'] || $a['replies'];
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}));
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usort($agents, function ($a, $b) { return $b['seconds'] <=> $a['seconds'] ?: strcasecmp($a['agent'], $b['agent']); });
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$columns = [
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'agent' => ['label' => 'Agent', 'html' => function ($row) {
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return reportAgentCell($row['user_id'], $row['agent'], $row['avatar']) . ($row['active'] ? '' : ' <span class="badge bg-secondary-subtle text-secondary-emphasis fw-normal">Inactive</span>');
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}],
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'seconds' => ['label' => 'Hours logged', 'type' => 'hours', 'class' => 'fw-semibold'],
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'billable' => ['label' => 'Billable', 'type' => 'hours', 'title' => 'Time on billable tickets'],
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'billable_share' => ['label' => 'Billable share', 'type' => 'percent', 'class' => 'text-body-secondary'],
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'utilization' => ['label' => 'Utilization', 'type' => 'percent', 'title' => 'Hours logged against the hours available in the period', 'html' => function ($row) {
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if ($row['utilization'] === null) {
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return '<span class="itflow-report-zero">–</span>';
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}
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$share = $row['utilization'];
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$tone = $share >= 70 ? 'bg-success' : ($share >= 40 ? '' : 'bg-warning');
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return '<div class="d-flex align-items-center justify-content-end gap-2"><div class="itflow-report-meter d-none d-lg-flex" style="width: 5rem"><span class="' . $tone . '" style="width: ' . min(100, round($share, 1)) . '%"></span></div>'
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. '<span class="small">' . reportPercent(round($share)) . '</span></div>';
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}],
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'replies' => ['label' => 'Replies sent', 'type' => 'count', 'title' => 'Replies the client can see'],
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'tickets_touched' => ['label' => 'Tickets worked', 'type' => 'count', 'title' => 'Tickets they replied on or logged time to'],
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'resolved' => ['label' => 'Resolved', 'type' => 'count', 'title' => 'Tickets assigned to them, resolved in the period'],
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'open_now' => ['label' => 'Open now', 'type' => 'count', 'html' => function ($row) {
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return $row['open_now'] ? '<a class="itflow-report-amount" href="/agent/tickets.php?assigned=' . $row['user_id'] . '">' . $row['open_now'] . '</a>' : '<span class="itflow-report-zero">–</span>';
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}],
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'response' => ['label' => 'First reply', 'type' => 'duration', 'title' => 'Typical (middle) time to the first reply on tickets assigned to them'],
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'sla' => ['label' => 'SLA response', 'type' => 'percent', 'html' => function ($row) { return reportRateHtml($row['sla']); }],
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'csat' => ['label' => 'Satisfaction', 'type' => 'percent', 'html' => function ($row) {
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return $row['csat'] === null ? '<span class="itflow-report-zero">–</span>' : reportRateHtml($row['csat'], 90, 75) . ' <span class="small text-body-tertiary">' . ($row['good'] + $row['bad']) . '</span>';
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}],
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];
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$total_seconds = array_sum(array_column($agents, 'seconds'));
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$total_billable = array_sum(array_column($agents, 'billable'));
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$active_count = count(array_filter($agents, function ($a) { return $a['active']; }));
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$totals = ['agent' => 'Total', 'seconds' => $total_seconds, 'billable' => $total_billable, 'billable_share' => reportShare($total_billable, $total_seconds),
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'utilization' => $capacity > 0 && $active_count ? reportShare($total_seconds, $capacity * $active_count) : null,
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'replies' => array_sum(array_column($agents, 'replies')), 'resolved' => array_sum(array_column($agents, 'resolved')), 'open_now' => array_sum(array_column($agents, 'open_now'))];
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if (reportExporting()) {
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reportCsv('Technician Performance ' . $period['start'] . ' to ' . $period['end'], $columns, $agents, $totals);
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}
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// Hours per agent over the period, billable and not
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$buckets = reportBuckets($period);
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$weekly = [];
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foreach (array_slice($agents, 0, 8) as $i => $agent) {
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$data = reportSeries("SELECT " . reportBucketSql('ticket_reply_created_at', $buckets['unit']) . " AS b, SUM(TIME_TO_SEC(ticket_reply_time_worked)) / 3600 AS v
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FROM ticket_replies JOIN tickets ON ticket_reply_ticket_id = ticket_id
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WHERE ticket_reply_by = " . intval($agent['user_id']) . " AND ticket_reply_archived_at IS NULL AND tickets.ticket_archived_at IS NULL AND " . reportRangeSql('ticket_reply_created_at', $period) . " $scope
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GROUP BY b", $buckets['keys']);
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if (array_sum($data) > 0) {
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$weekly[] = ['label' => $agent['agent'], 'data' => $data, 'tone' => reportPalette($i), 'type' => 'line'];
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}
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}
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require_once "includes/inc_report_layout.php";
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$hours_control = '<div class="col-sm-6 col-lg-auto"><div class="input-group" title="Hours an agent works in a day - from the business hours in Admin > SLA unless you enter another">'
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. '<span class="input-group-text"><i class="fas fa-fw fa-business-time"></i></span>'
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. '<input type="text" inputmode="decimal" class="form-control" style="max-width: 6rem" name="hours" value="' . escapeHtml(rtrim(rtrim(number_format($workday, 2, '.', ''), '0'), '.')) . '" aria-label="Hours in a working day" data-report-autosubmit>'
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. '<span class="input-group-text">h a day</span></div></div>';
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$with_time = array_values(array_filter($agents, function ($a) { return $a['seconds'] > 0; }));
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?>
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<div class="itflow-report">
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<?php reportHeader('time_by_tech', [
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'period' => $period,
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'years' => reportPastYears("SELECT DISTINCT YEAR(ticket_reply_created_at) AS y FROM ticket_replies"),
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'client' => $client_id,
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'controls' => $hours_control,
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]); ?>
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<?= reportStats([
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['label' => 'Hours logged', 'value' => reportHours($total_seconds) . ' h', 'sub' => '<span class="text-body-tertiary">By ' . count($with_time) . ' agent' . (count($with_time) === 1 ? '' : 's') . '</span>'],
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['label' => 'Billable', 'value' => reportPercent(reportShare($total_billable, $total_seconds)), 'sub' => escapeHtml(reportHours($total_billable)) . ' h <span class="text-body-tertiary">on billable tickets</span>'],
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['label' => 'Utilization', 'value' => reportPercent($totals['utilization'] === null ? null : round($totals['utilization'])),
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'sub' => '<span class="text-body-tertiary">Of ' . $working_days . ' working day' . ($working_days === 1 ? '' : 's') . ' × ' . escapeHtml(rtrim(rtrim(number_format($workday, 2), '0'), '.')) . ' h each</span>'],
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['label' => 'Resolved', 'value' => reportCount($totals['resolved']), 'sub' => reportCount($totals['open_now']) . ' <span class="text-body-tertiary">open now' . ($unassigned_open ? ', ' . $unassigned_open . ' unassigned' : '') . '</span>'],
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]) ?>
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<?php if ($with_time) { ?>
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<div class="row g-3">
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<div class="col-xl-5">
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<?= reportSectionOpen('Hours logged', 'Billable and not', 'h-100 mb-0') ?>
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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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'stacked' => true,
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'labels' => array_column($with_time, 'agent'),
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'series' => [
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['label' => 'Billable', 'data' => array_map(function ($a) { return round($a['billable'] / 3600, 1); }, $with_time), 'tone' => 'accent', 'stack' => 'h'],
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['label' => 'Not billable', 'data' => array_map(function ($a) { return round(($a['seconds'] - $a['billable']) / 3600, 1); }, $with_time), 'tone' => 'faint', 'stack' => 'h'],
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],
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'format' => 'hours',
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], '', 'Hours logged per agent, billable and not') ?>
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</div>
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</div>
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</div>
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<div class="col-xl-7">
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<?= reportSectionOpen('Hours over the period', 'By ' . $buckets['unit'], 'h-100 mb-0') ?>
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<div class="card-body">
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<?= reportChart(['type' => 'line', 'labels' => $buckets['labels'], 'series' => $weekly, 'format' => 'hours', 'legend' => true], '', 'Hours logged by each agent over the period') ?>
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</div>
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</div>
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</div>
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</div>
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<?php } ?>
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<?= reportSectionOpen('By agent', 'Most hours first') ?>
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<?= reportTable($columns, $agents, ['empty' => 'No agents.', 'totals' => $totals, 'totals_html' => ['utilization' => $totals['utilization'] === null ? '' : reportPercent(round($totals['utilization']))]]) ?>
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<div class="card-footer small text-body-secondary">
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Hours come from time logged on ticket replies in the period. Utilization compares them with the working days in the period
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(the business days in Admin > SLA, less closure days) at <?= escapeHtml(rtrim(rtrim(number_format($workday, 2), '0'), '.')) ?> hours a day - it is a guide, not a timesheet.
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Resolved, SLA and first reply go by who the ticket is assigned to.
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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="/js/reports.js"></script>
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