v1.0.0
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394
src/app/Livewire/Operator/Stats.php
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394
src/app/Livewire/Operator/Stats.php
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<?php
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namespace App\Livewire\Operator;
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use App\Models\Category;
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use App\Models\Priority;
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use App\Models\SlaRule;
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use App\Models\Status;
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use App\Models\Team;
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use App\Models\Ticket;
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use App\Models\User;
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use Illuminate\Support\Carbon;
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use Illuminate\Support\Facades\Auth;
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use Illuminate\Support\Facades\DB;
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use Livewire\Attributes\Computed;
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use Livewire\Attributes\Url;
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use Livewire\Component;
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class Stats extends Component
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{
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#[Url]
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public string $range = '30d';
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#[Url]
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public ?string $from = null;
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#[Url]
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public ?string $to = null;
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#[Url]
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public string $filterTeam = 'all';
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#[Url]
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public string $filterPriority = 'all';
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#[Url]
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public string $filterCategory = 'all';
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#[Url]
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public string $filterAssignee = 'all';
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/**
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* Non-admin operators only ever see their own teams — same scoping as
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* Queue's team tabs, so the filter options never expose data the
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* visibleToOperator() query would filter back out anyway.
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*/
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#[Computed]
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public function teams()
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{
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$query = Team::query();
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if (! Auth::user()->isAdmin()) {
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$query->whereHas('members', fn ($q) => $q->where('users.id', Auth::id()));
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}
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return $query->orderBy('name')->get();
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}
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#[Computed]
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public function priorities()
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{
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return Priority::query()->orderBy('sort_order')->get();
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}
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#[Computed]
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public function categories()
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{
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return Category::query()->orderBy('name')->get();
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}
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#[Computed]
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public function operators()
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{
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$query = User::query()->withRole('operator');
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if (! Auth::user()->isAdmin()) {
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$teamIds = $this->teams->pluck('id');
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$query->whereHas('teams', fn ($q) => $q->whereIn('teams.id', $teamIds));
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}
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return $query->orderBy('name')->get();
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}
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/**
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* @return array{from: ?Carbon, to: ?Carbon}
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*/
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protected function bounds(): array
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{
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$now = now();
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return match ($this->range) {
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'today' => ['from' => $now->clone()->startOfDay(), 'to' => $now],
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'7d' => ['from' => $now->clone()->subDays(6)->startOfDay(), 'to' => $now],
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'30d' => ['from' => $now->clone()->subDays(29)->startOfDay(), 'to' => $now],
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'90d' => ['from' => $now->clone()->subDays(89)->startOfDay(), 'to' => $now],
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'custom' => [
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'from' => $this->from ? Carbon::parse($this->from)->startOfDay() : $now->clone()->subDays(29)->startOfDay(),
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'to' => $this->to ? Carbon::parse($this->to)->endOfDay() : $now,
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],
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default => ['from' => null, 'to' => null],
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};
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}
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/**
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* The shared, fully-filtered ticket scope every stat below reads from —
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* cloned per terminal call (count/get/pluck) since none of those mutate
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* the underlying where clauses, only cloning avoids one query's
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* ->select()/->groupBy() leaking into the next.
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*/
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#[Computed]
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public function baseQuery()
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{
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$query = Ticket::query()->visibleToOperator(Auth::user());
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$bounds = $this->bounds();
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if ($bounds['from']) {
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$query->where('tickets.created_at', '>=', $bounds['from']);
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}
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if ($bounds['to']) {
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$query->where('tickets.created_at', '<=', $bounds['to']);
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}
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if ($this->filterTeam !== 'all') {
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$query->where('tickets.team_id', $this->filterTeam);
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}
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if ($this->filterPriority !== 'all') {
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$query->where('tickets.priority_key', $this->filterPriority);
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}
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if ($this->filterCategory !== 'all') {
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$query->whereHas('subcategory', fn ($q) => $q->where('category_id', $this->filterCategory));
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}
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if ($this->filterAssignee === 'unassigned') {
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$query->whereNull('tickets.assignee_id');
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} elseif ($this->filterAssignee !== 'all') {
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$query->where('tickets.assignee_id', $this->filterAssignee);
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}
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return $query;
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}
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#[Computed]
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public function kpis(): array
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{
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$total = (clone $this->baseQuery)->count();
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$closedKeys = Status::closedKeys();
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$closed = (clone $this->baseQuery)->whereIn('tickets.status_key', $closedKeys)->count();
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return [
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'total' => $total,
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'open' => $total - $closed,
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'closed' => $closed,
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'closedPct' => $total > 0 ? round($closed / $total * 100, 1) : null,
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'avgFirstResponseHours' => $this->avgFirstResponseHours(),
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'avgResolutionHours' => $this->avgResolutionHours($closedKeys),
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'sla' => $this->slaBreachStats($closedKeys),
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];
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}
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protected function avgFirstResponseHours(): ?float
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{
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$ids = (clone $this->baseQuery)->pluck('tickets.id');
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if ($ids->isEmpty()) {
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return null;
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}
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$firstReplies = DB::table('ticket_messages as tm')
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->join('ticket_message_authors as tma', 'tma.ticket_message_id', '=', 'tm.id')
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->join('roles as r', 'r.id', '=', 'tma.role_id')
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->where('r.key', 'operator')
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->whereIn('tm.ticket_id', $ids)
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->select('tm.ticket_id', DB::raw('MIN(tm.created_at) as first_reply'))
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->groupBy('tm.ticket_id')
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->pluck('first_reply', 'ticket_id');
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if ($firstReplies->isEmpty()) {
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return null;
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}
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$createdAts = Ticket::query()->whereIn('id', $firstReplies->keys())->pluck('created_at', 'id');
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$minutes = $firstReplies->map(fn ($firstReply, $ticketId) => $createdAts[$ticketId]?->diffInMinutes(Carbon::parse($firstReply)))
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->filter(fn ($v) => $v !== null);
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return $minutes->isEmpty() ? null : round($minutes->avg() / 60, 1);
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}
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/**
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* Approximate: no dedicated "resolved_at" column exists, so a closed
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* ticket's updated_at (touched whenever its status changes — see
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* TicketService::setStatus()) stands in for when it was closed.
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*/
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protected function avgResolutionHours(array $closedKeys): ?float
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{
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$closed = (clone $this->baseQuery)->whereIn('tickets.status_key', $closedKeys)->get(['created_at', 'updated_at']);
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if ($closed->isEmpty()) {
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return null;
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}
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return round($closed->avg(fn (Ticket $t) => $t->created_at->diffInMinutes($t->updated_at)) / 60, 1);
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}
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/**
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* A ticket "breaches SLA" if its resolution deadline (priority's
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* sla_rules.resolution_mins, from creation) has passed — either already,
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* for a still-open ticket, or before it was closed (updated_at stands in
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* for the close time, same approximation as avgResolutionHours()).
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* Priorities with resolution_mins = 0 (e.g. "Brak") never breach.
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*/
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protected function slaBreachStats(array $closedKeys): array
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{
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$tickets = (clone $this->baseQuery)->get(['status_key', 'priority_key', 'created_at', 'updated_at']);
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if ($tickets->isEmpty()) {
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return ['rate' => null, 'breached' => 0, 'total' => 0];
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}
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$rules = SlaRule::query()->pluck('resolution_mins', 'priority_key');
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$now = now();
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$breached = $tickets->filter(function (Ticket $t) use ($rules, $closedKeys, $now) {
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$mins = $rules[$t->priority_key] ?? 0;
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if ($mins <= 0) {
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return false;
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}
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$deadline = $t->created_at->clone()->addMinutes($mins);
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return in_array($t->status_key, $closedKeys, true)
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? $t->updated_at->isAfter($deadline)
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: $now->isAfter($deadline);
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})->count();
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return [
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'rate' => round($breached / $tickets->count() * 100, 1),
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'breached' => $breached,
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'total' => $tickets->count(),
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];
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}
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/**
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* The "closed" stage's color, reused for the trend chart's closed-tickets
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* strip so it visually matches the same status everywhere else in the
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* app — falls back to the secondary brand hue if no status is closed.
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*/
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#[Computed]
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public function closedColor(): string
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{
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return Status::query()->where('stage', 'closed')->value('color') ?? 'var(--color-accent-2)';
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}
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#[Computed]
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public function byStatus()
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{
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$counts = (clone $this->baseQuery)
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->select('status_key', DB::raw('count(*) as total'))
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->groupBy('status_key')
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->pluck('total', 'status_key');
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return Status::query()->orderBy('sort_order')->get()->map(fn (Status $s) => [
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'label' => $s->label,
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'color' => $s->color,
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'count' => $counts[$s->key] ?? 0,
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])->values();
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}
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#[Computed]
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public function byPriority()
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{
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$counts = (clone $this->baseQuery)
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->select('priority_key', DB::raw('count(*) as total'))
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->groupBy('priority_key')
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->pluck('total', 'priority_key');
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return $this->priorities->map(fn (Priority $p) => [
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'label' => $p->label,
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'color' => $p->color,
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'count' => $counts[$p->key] ?? 0,
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])->values();
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}
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#[Computed]
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public function byCategory()
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{
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return (clone $this->baseQuery)
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->whereNotNull('tickets.subcategory_id')
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->join('subcategories', 'subcategories.id', '=', 'tickets.subcategory_id')
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->join('categories', 'categories.id', '=', 'subcategories.category_id')
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->select('categories.name as label', DB::raw('count(*) as count'))
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->groupBy('categories.id', 'categories.name')
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->orderByDesc('count')
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->get()
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->map(fn ($row) => ['label' => $row->label, 'count' => (int) $row->count]);
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}
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#[Computed]
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public function byTeam()
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{
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$counts = (clone $this->baseQuery)
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->select('team_id', DB::raw('count(*) as total'))
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->groupBy('team_id')
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->pluck('total', 'team_id');
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$rows = $this->teams->map(fn (Team $t) => ['label' => $t->name, 'count' => $counts[$t->id] ?? 0])
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->sortByDesc('count')
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->values();
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if ($counts->get(null, 0)) {
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$rows->push(['label' => 'Bez zespołu', 'count' => $counts->get(null)]);
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}
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return $rows;
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}
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#[Computed]
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public function byAssignee()
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{
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$counts = (clone $this->baseQuery)
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->select('assignee_id', DB::raw('count(*) as total'))
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->groupBy('assignee_id')
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->pluck('total', 'assignee_id');
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$rows = $this->operators->map(fn (User $u) => ['label' => $u->name, 'count' => $counts[$u->id] ?? 0])
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->filter(fn ($row) => $row['count'] > 0)
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->sortByDesc('count')
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->values();
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if ($counts->get(null, 0)) {
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$rows->push(['label' => 'Nieprzypisane', 'count' => $counts->get(null)]);
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}
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return $rows;
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}
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/**
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* Daily created-vs-closed volume, capped at the most recent 60 days so a
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* wide range (or "Cały okres") never renders an unreadably thin column
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* per day — the KPI tiles/breakdowns above still reflect the full range.
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*/
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#[Computed]
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public function trend(): array
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{
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$bounds = $this->bounds();
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$to = ($bounds['to'] ?? now())->clone()->startOfDay();
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$from = $bounds['from']?->clone()->startOfDay();
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if (! $from) {
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$earliest = (clone $this->baseQuery)->min('tickets.created_at');
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$from = $earliest ? Carbon::parse($earliest)->startOfDay() : $to->clone()->subDays(29);
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}
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$maxDays = 60;
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if ($from->diffInDays($to) + 1 > $maxDays) {
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$from = $to->clone()->subDays($maxDays - 1);
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}
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$created = (clone $this->baseQuery)
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->selectRaw('DATE(tickets.created_at) as d, count(*) as total')
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->groupBy('d')->pluck('total', 'd');
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$closedKeys = Status::closedKeys();
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$closed = (clone $this->baseQuery)
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->whereIn('tickets.status_key', $closedKeys)
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->selectRaw('DATE(tickets.updated_at) as d, count(*) as total')
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->groupBy('d')->pluck('total', 'd');
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$days = [];
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$cursor = $from->clone();
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while ($cursor->lte($to)) {
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$key = $cursor->format('Y-m-d');
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$days[] = [
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'date' => $key,
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'label' => $cursor->translatedFormat('d.m'),
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'created' => (int) ($created[$key] ?? 0),
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'closed' => (int) ($closed[$key] ?? 0),
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];
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$cursor->addDay();
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}
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return $days;
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}
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public function setRange(string $range): void
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{
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$this->range = $range;
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}
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public function render()
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{
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return view('livewire.operator.stats');
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}
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}
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