[NEW] Livechat Analytics and Reports

package.json

@@ -127,6 +127,7 @@
 		"bunyan": "^1.8.12",
 		"busboy": "^0.2.14",
 		"cas": "https://github.com/kcbanner/node-cas/tarball/fcd27dad333223b3b75a048bce27973fb3ca0f62",
+		"chart.js": "^2.7.2",
 		"clipboard": "^2.0.1",
 		"codemirror": "^5.38.0",
 		"coffeescript": "^1.12.7",

packages/rocketchat-i18n/i18n/en.i18n.json

@@ -236,6 +236,7 @@
   "Allow_switching_departments": "Allow Visitor to Switch Departments",
   "Alphabetical": "Alphabetical",
   "Always_open_in_new_window": "Always Open in New Window",
+	"Analytics": "Analytics",
   "Analytics_features_enabled": "Features Enabled",
   "Analytics_features_messages_Description": "Tracks custom events related to actions a user does on messages.",
   "Analytics_features_rooms_Description": "Tracks custom events related to actions on a channel or group (create, leave, delete).",
@@ -362,6 +363,8 @@
   "Avatar_changed_successfully": "Avatar changed successfully",
   "Avatar_URL": "Avatar URL",
   "Avatar_url_invalid_or_error": "The url provided is invalid or not accessible. Please try again, but with a different url.",
+  "Avg_response_time": "Avg Response Time",
+  "Avg_reaction_time": "Avg Reaction Time",
   "away": "away",
   "Away": "Away",
   "away_female": "away",
@@ -398,6 +401,8 @@
   "bulk-create-c_description": "Permission to create channels in bulk",
   "bulk-register-user": "Bulk Create Channels",
   "bulk-register-user_description": "Permission to create channels in bulk",
+  "Busiest_day": "Busiest Day",
+  "Busiest_time": "Busiest Time",
   "busy": "busy",
   "Busy": "Busy",
   "busy_female": "busy",
@@ -547,8 +552,10 @@
   "Continue": "Continue",
   "Continuous_sound_notifications_for_new_livechat_room": "Continuous sound notifications for new livechat room",
   "Conversation": "Conversation",
+  "Conversations": "Conversations",
   "Conversation_closed": "Conversation closed: __comment__.",
   "Conversation_finished_message": "Conversation Finished Message",
+  "Conversations_per_day": "Conversations per Day",
   "Convert_Ascii_Emojis": "Convert ASCII to Emoji",
   "Copied": "Copied",
   "Copy": "Copy",
@@ -817,6 +824,7 @@
   "Current_Status": "Current Status",
   "Custom": "Custom",
   "Custom_agent": "Custom agent",
+  "Custom_dates": "Custom Dates",
   "Custom_Emoji": "Custom Emoji",
   "Custom_Emoji_Add": "Add New Emoji",
   "Custom_Emoji_Added_Successfully": "Custom emoji added successfully",
@@ -1164,6 +1172,7 @@
   "FileUpload_Webdav_Proxy_Uploads_Description": "Proxy upload file transmissions through your server instead of direct access to the asset's URL",
   "Financial_Services": "Financial Services",
   "First_Channel_After_Login": "First Channel After Login",
+  "First_response_time": "First Response Time",
   "Flags": "Flags",
   "Follow_social_profiles": "Follow our social profiles, fork us on github and share your thoughts about the rocket.chat app on our trello board.",
   "Fonts": "Fonts",
@@ -1885,6 +1894,7 @@
   "Oops_page_not_found": "Oops, page not found",
   "Open": "Open",
   "Open_channel_user_search": "`%s` - Open Channel / User search",
+  "Open_conversations": "Open Conversations",
   "Open_days_of_the_week": "Open Days of the Week",
   "Open_Livechats": "Open Livechats",
   "Open_your_authentication_app_and_enter_the_code": "Open your authentication app and enter the code. You can also use one of your backup codes.",
@@ -1974,13 +1984,16 @@
   "Preferences_saved": "Preferences saved",
   "preview-c-room": "Preview Public Channel",
   "preview-c-room_description": "Permission to view the contents of a public channel before joining",
+  "Previous_month": "Previous Month",
+  "Previous_week": "Previous Week",
   "Privacy": "Privacy",
   "Private": "Private",
   "Private_Channel": "Private Channel",
   "Private_Group": "Private Group",
   "Private_Groups": "Private Groups",
   "Private_Groups_list": "List of Private Groups",
   "Private_Team": "Private Team",
+  "Productivity": "Productivity",
   "Profile": "Profile",
   "Profile_details": "Profile Details",
   "Profile_picture": "Profile Picture",
@@ -2024,6 +2037,7 @@
   "Read_only_group": "Read Only Group",
   "Real_Estate": "Real Estate",
   "RealName_Change_Disabled": "Your Rocket.Chat administrator has disabled the changing of names",
+	"Real_Time_Monitoring": "Real-time Monitoring",
   "Reason_To_Join": "Reason to Join",
   "Receive_alerts": "Receive alerts",
   "Receive_Group_Mentions": "Receive @all and @here mentions",
@@ -2419,14 +2433,17 @@
   "This_email_has_already_been_used_and_has_not_been_verified__Please_change_your_password": "This email has already been used and has not been verified. Please change your password.",
   "This_is_a_desktop_notification": "This is a desktop notification",
   "This_is_a_push_test_messsage": "This is a push test message",
+  "This_month": "This Month",
   "This_room_has_been_archived_by__username_": "This room has been archived by __username__",
   "This_room_has_been_unarchived_by__username_": "This room has been unarchived by __username__",
+  "This_week": "This Week",
   "Thursday": "Thursday",
   "Time_in_seconds": "Time in seconds",
   "Title": "Title",
   "Title_bar_color": "Title bar color",
   "Title_bar_color_offline": "Title bar color offline",
   "Title_offline": "Title offline",
+  "To": "To",
   "To_additional_emails": "To additional emails",
   "To_install_RocketChat_Livechat_in_your_website_copy_paste_this_code_above_the_last_body_tag_on_your_site": "To install Rocket.Chat Livechat in your website, copy &amp; paste this code above the last <strong>&lt;/body&gt;</strong> tag on your site.",
   "to_see_more_details_on_how_to_integrate": "to see more details on how to integrate.",
@@ -2445,6 +2462,8 @@
   "Tokens_Required_Input_Error": "Invalid typed tokens.",
   "Tokens_Required_Input_Placeholder": "Tokens asset names",
   "Topic": "Topic",
+  "Total_conversations": "Total Conversations",
+  "Total_messages": "Total Messages",
   "Tourism": "Tourism",
   "Transcript_Enabled": "Ask Visitor if They Would Like a Transcript After Chat Closed",
   "Transcript_message": "Message to Show When Asking About Transcript",

packages/rocketchat-lib/server/lib/notifyUsersOnMessage.js

@@ -100,9 +100,10 @@ function notifyUsersOnMessage(message, room) {
 		}
 	}
 
-	// Update all the room activity tracker fields
+	// Update all the room activity tracker fields, including livechat-analytics lm timestamps
 	// This method take so long to execute on gient rooms cuz it will trugger the cache rebuild for the releations of that room
-	RocketChat.models.Rooms.incMsgCountAndSetLastMessageById(message.rid, 1, message.ts, RocketChat.settings.get('Store_Last_Message') && message);
+	RocketChat.models.Rooms.incMsgCountAndSetLastMessageById(room, message.token, 1, message.ts, RocketChat.settings.get('Store_Last_Message') && message);
+
 	// Update all other subscriptions to alert their owners but witout incrementing
 	// the unread counter, as it is only for mentions and direct messages
 	// We now set alert and open properties in two separate update commands. This proved to be more efficient on MongoDB - because it uses a more efficient index.

packages/rocketchat-lib/server/models/Rooms.js

@@ -561,9 +561,9 @@ class ModelRooms extends RocketChat.models._Base {
 		return this.update(query, update);
 	}
 
-	incMsgCountAndSetLastMessageById(_id, inc, lastMessageTimestamp, lastMessage) {
+	incMsgCountAndSetLastMessageById(room, token, inc, lastMessageTimestamp, lastMessage) {
 		if (inc == null) { inc = 1; }
-		const query = {_id};
+		const query = {_id: room._id};
 
 		const update = {
 			$set: {
@@ -574,6 +574,20 @@ class ModelRooms extends RocketChat.models._Base {
 			}
 		};
 
+		// livechat analytics : update last message timestamps
+		if (room.t === 'l') {
+			const visitorLastMessage = (room.metrics && room.metrics.v) ? room.metrics.v.lq : room.ts;
+			const agentLastMessage = (room.metrics && room.metrics.servedBy) ? room.metrics.servedBy.lr : room.ts;
+
+			if (token) {	// update visitor timestamp, only if its new inquiry and not continuing message
+				if (agentLastMessage >= visitorLastMessage) {		// if first query, not continuing query from visitor
+					update.$set['metrics.v.lq'] = lastMessageTimestamp;
+				}
+			} else if (visitorLastMessage > agentLastMessage) {		// update agent timestamp, if first response, not continuing
+				update.$set['metrics.servedBy.lr'] = lastMessageTimestamp;
+			}
+		}
+
 		if (lastMessage) {
 			update.$set.lastMessage = lastMessage;
 		}