fix: System messages are counted as agents' first responses in livechat rooms

.changeset/rotten-camels-pretend.md

@@ -0,0 +1,6 @@
+---
+"@rocket.chat/meteor": patch
+"@rocket.chat/core-typings": patch
+---
+
+Fixed issue with system messages being counted as agents' first responses in livechat rooms (which caused the "best first response time" and "average first response time" metrics to be unreliable for all agents)

apps/meteor/app/livechat/server/hooks/saveAnalyticsData.ts

@@ -1,4 +1,4 @@
-import { isEditedMessage, isOmnichannelRoom } from '@rocket.chat/core-typings';
+import { isEditedMessage, isOmnichannelRoom, isSystemMessage } from '@rocket.chat/core-typings';
 import { LivechatRooms } from '@rocket.chat/models';
 
 import { callbacks } from '../../../../lib/callbacks';
@@ -12,8 +12,8 @@ callbacks.add(
 			return message;
 		}
 
-		// skips this callback if the message was edited
-		if (!message || isEditedMessage(message)) {
+		// skips this callback if the message was edited or if it is a system message
+		if (!message || isEditedMessage(message) || isSystemMessage(message)) {
 			return message;
 		}
 

apps/meteor/app/livechat/server/lib/AnalyticsTyped.ts

@@ -1,7 +1,10 @@
 import { OmnichannelAnalytics } from '@rocket.chat/core-services';
 import mem from 'mem';
 
-export const getAgentOverviewDataCached = mem(OmnichannelAnalytics.getAgentOverviewData, { maxAge: 60000, cacheKey: JSON.stringify });
+export const getAgentOverviewDataCached = mem(OmnichannelAnalytics.getAgentOverviewData, {
+	maxAge: process.env.TEST_MODE === 'true' ? 1 : 60000,
+	cacheKey: JSON.stringify,
+});
 // Agent overview data on realtime is cached for 5 seconds
 // while the data on the overview page is cached for 1 minute
 export const getAnalyticsOverviewDataCached = mem(OmnichannelAnalytics.getAnalyticsOverviewData, {

apps/meteor/tests/data/livechat/rooms.ts

@@ -240,11 +240,11 @@ export const uploadFile = (roomId: string, visitorToken: string): Promise<IMessa
 };
 
 // Sends a message using sendMessage method from agent
-export const sendAgentMessage = (roomId: string, msg?: string): Promise<IMessage> => {
+export const sendAgentMessage = (roomId: string, userCredentials: Credentials = credentials, msg?: string): Promise<IMessage> => {
 	return new Promise((resolve, reject) => {
 		void request
 			.post(methodCall('sendMessage'))
-			.set(credentials)
+			.set(userCredentials)
 			.send({
 				message: JSON.stringify({
 					method: 'sendMessage',

apps/meteor/tests/end-to-end/api/livechat/04-dashboards.ts

@@ -3,14 +3,15 @@ import type { Credentials } from '@rocket.chat/api-client';
 import type { ILivechatDepartment, IUser } from '@rocket.chat/core-typings';
 import { Random } from '@rocket.chat/random';
 import { expect } from 'chai';
-import { before, describe, it } from 'mocha';
+import { before, after, afterEach, describe, it } from 'mocha';
 import moment from 'moment';
 import type { Response } from 'supertest';
 
 import { getCredentials, api, request, credentials } from '../../../data/api-data';
 import { addOrRemoveAgentFromDepartment, createDepartmentWithAnOnlineAgent } from '../../../data/livechat/department';
 import {
 	closeOmnichannelRoom,
+	deleteVisitor,
 	placeRoomOnHold,
 	sendAgentMessage,
 	sendMessage,
@@ -19,6 +20,7 @@ import {
 import { createAnOnlineAgent } from '../../../data/livechat/users';
 import { sleep } from '../../../data/livechat/utils';
 import { removePermissionFromAllRoles, restorePermissionToRoles, updateSetting } from '../../../data/permissions.helper';
+import { deleteUser } from '../../../data/users.helper';
 import { IS_EE } from '../../../e2e/config/constants';
 
 describe('LIVECHAT - dashboards', function () {
@@ -777,6 +779,212 @@ describe('LIVECHAT - dashboards', function () {
 		});
 	});
 
+	(IS_EE ? describe : describe.skip)('[livechat/analytics/agent-overview] - Average first response time', () => {
+		let agent: { credentials: Credentials; user: IUser & { username: string } };
+		let originalFirstResponseTimeInSeconds: number;
+		let roomId: string;
+		let visitorToken: string;
+		const firstDelayInS = 4;
+		const secondDelayInS = 8;
+
+		before(async () => {
+			agent = await createAnOnlineAgent();
+		});
+
+		after(async () => {
+			await deleteUser(agent.user);
+		});
+
+		afterEach(() => Promise.all([deleteVisitor(visitorToken), closeOmnichannelRoom(roomId)]));
+
+		it('should return no average response time for an agent if no response has been sent in the period', async () => {
+			const response = await startANewLivechatRoomAndTakeIt({ agent: agent.credentials });
+			roomId = response.room._id;
+			visitorToken = response.visitor.token;
+
+			const today = moment().startOf('day').format('YYYY-MM-DD');
+
+			const result = await request
+				.get(api('livechat/analytics/agent-overview'))
+				.query({ from: today, to: today, name: 'Avg_first_response_time' })
+				.set(credentials)
+				.expect('Content-Type', 'application/json')
+				.expect(200);
+
+			expect(result.body).to.have.property('success', true);
+			expect(result.body).to.have.property('head');
+			expect(result.body).to.have.property('data');
+			expect(result.body.data).to.be.an('array');
+			expect(result.body.data).to.not.deep.include({ name: agent.user.username });
+		});
+
+		it('should only consider a first response has been sent when an agent sends a text message', async () => {
+			const response = await startANewLivechatRoomAndTakeIt({ agent: agent.credentials });
+			roomId = response.room._id;
+			visitorToken = response.visitor.token;
+
+			await sleep(firstDelayInS * 1000);
+			await sendAgentMessage(roomId, agent.credentials);
+
+			const today = moment().startOf('day').format('YYYY-MM-DD');
+			const result = await request
+				.get(api('livechat/analytics/agent-overview'))
+				.query({ from: today, to: today, name: 'Avg_first_response_time' })
+				.set(credentials)
+				.expect('Content-Type', 'application/json')
+				.expect(200);
+
+			expect(result.body).to.have.property('success', true);
+			expect(result.body).to.have.property('head');
+			expect(result.body).to.have.property('data');
+			expect(result.body.data).to.be.an('array');
+
+			const agentData = result.body.data.find(
+				(agentOverviewData: { name: string; value: string }) => agentOverviewData.name === agent.user.username,
+			);
+			expect(agentData).to.not.be.undefined;
+			expect(agentData).to.have.property('name', agent.user.username);
+			expect(agentData).to.have.property('value');
+			originalFirstResponseTimeInSeconds = moment.duration(agentData.value).asSeconds();
+			expect(originalFirstResponseTimeInSeconds).to.be.greaterThanOrEqual(firstDelayInS);
+		});
+
+		it('should correctly calculate the average time of first responses for an agent', async () => {
+			const response = await startANewLivechatRoomAndTakeIt({ agent: agent.credentials });
+			roomId = response.room._id;
+			visitorToken = response.visitor.token;
+
+			await sleep(secondDelayInS * 1000);
+			await sendAgentMessage(roomId, agent.credentials);
+
+			const today = moment().startOf('day').format('YYYY-MM-DD');
+			const result = await request
+				.get(api('livechat/analytics/agent-overview'))
+				.query({ from: today, to: today, name: 'Avg_first_response_time' })
+				.set(credentials)
+				.expect('Content-Type', 'application/json')
+				.expect(200);
+
+			expect(result.body).to.have.property('success', true);
+			expect(result.body).to.have.property('head');
+			expect(result.body).to.have.property('data');
+			expect(result.body.data).to.be.an('array');
+
+			const agentData = result.body.data.find(
+				(agentOverviewData: { name: string; value: string }) => agentOverviewData.name === agent.user.username,
+			);
+			expect(agentData).to.not.be.undefined;
+			expect(agentData).to.have.property('name', agent.user.username);
+			expect(agentData).to.have.property('value');
+			const averageFirstResponseTimeInSeconds = moment.duration(agentData.value).asSeconds();
+			expect(averageFirstResponseTimeInSeconds).to.be.greaterThan(originalFirstResponseTimeInSeconds);
+			expect(averageFirstResponseTimeInSeconds).to.be.greaterThanOrEqual((firstDelayInS + secondDelayInS) / 2);
+			expect(averageFirstResponseTimeInSeconds).to.be.lessThan(secondDelayInS);
+		});
+	});
+
+	(IS_EE ? describe : describe.skip)('[livechat/analytics/agent-overview] - Best first response time', () => {
+		let agent: { credentials: Credentials; user: IUser & { username: string } };
+		let originalBestFirstResponseTimeInSeconds: number;
+		let roomId: string;
+		let visitorToken: string;
+
+		before(async () => {
+			agent = await createAnOnlineAgent();
+		});
+
+		after(() => deleteUser(agent.user));
+
+		afterEach(() => Promise.all([deleteVisitor(visitorToken), closeOmnichannelRoom(roomId)]));
+
+		it('should return no best response time for an agent if no response has been sent in the period', async () => {
+			const response = await startANewLivechatRoomAndTakeIt({ agent: agent.credentials });
+			roomId = response.room._id;
+			visitorToken = response.visitor.token;
+
+			const today = moment().startOf('day').format('YYYY-MM-DD');
+
+			const result = await request
+				.get(api('livechat/analytics/agent-overview'))
+				.query({ from: today, to: today, name: 'Best_first_response_time' })
+				.set(credentials)
+				.expect('Content-Type', 'application/json')
+				.expect(200);
+
+			expect(result.body).to.have.property('success', true);
+			expect(result.body).to.have.property('head');
+			expect(result.body).to.have.property('data');
+			expect(result.body.data).to.be.an('array');
+			expect(result.body.data).to.not.deep.include({ name: agent.user.username });
+		});
+
+		it('should only consider a first response has been sent when an agent sends a text message', async () => {
+			const response = await startANewLivechatRoomAndTakeIt({ agent: agent.credentials });
+			roomId = response.room._id;
+			visitorToken = response.visitor.token;
+
+			const delayInS = 4;
+			await sleep(delayInS * 1000);
+
+			await sendAgentMessage(roomId, agent.credentials);
+
+			const today = moment().startOf('day').format('YYYY-MM-DD');
+			const result = await request
+				.get(api('livechat/analytics/agent-overview'))
+				.query({ from: today, to: today, name: 'Best_first_response_time' })
+				.set(credentials)
+				.expect('Content-Type', 'application/json')
+				.expect(200);
+
+			expect(result.body).to.have.property('success', true);
+			expect(result.body).to.have.property('head');
+			expect(result.body).to.have.property('data');
+			expect(result.body.data).to.be.an('array');
+
+			const agentData = result.body.data.find(
+				(agentOverviewData: { name: string; value: string }) => agentOverviewData.name === agent.user.username,
+			);
+			expect(agentData).to.not.be.undefined;
+			expect(agentData).to.have.property('name', agent.user.username);
+			expect(agentData).to.have.property('value');
+			originalBestFirstResponseTimeInSeconds = moment.duration(agentData.value).asSeconds();
+			expect(originalBestFirstResponseTimeInSeconds).to.be.greaterThanOrEqual(delayInS);
+		});
+
+		it('should correctly calculate the best first response time for an agent and there are multiple first responses in the period', async () => {
+			const response = await startANewLivechatRoomAndTakeIt({ agent: agent.credentials });
+			roomId = response.room._id;
+			visitorToken = response.visitor.token;
+
+			const delayInS = 6;
+			await sleep(delayInS * 1000);
+
+			await sendAgentMessage(roomId, agent.credentials);
+
+			const today = moment().startOf('day').format('YYYY-MM-DD');
+			const result = await request
+				.get(api('livechat/analytics/agent-overview'))
+				.query({ from: today, to: today, name: 'Best_first_response_time' })
+				.set(credentials)
+				.expect('Content-Type', 'application/json')
+				.expect(200);
+
+			expect(result.body).to.have.property('success', true);
+			expect(result.body).to.have.property('head');
+			expect(result.body).to.have.property('data');
+			expect(result.body.data).to.be.an('array');
+
+			const agentData = result.body.data.find(
+				(agentOverviewData: { name: string; value: string }) => agentOverviewData.name === agent.user.username,
+			);
+			expect(agentData).to.not.be.undefined;
+			expect(agentData).to.have.property('name', agent.user.username);
+			expect(agentData).to.have.property('value');
+			const bestFirstResponseTimeInSeconds = moment.duration(agentData.value).asSeconds();
+			expect(bestFirstResponseTimeInSeconds).to.be.equal(originalBestFirstResponseTimeInSeconds);
+		});
+	});
+
 	describe('livechat/analytics/overview', () => {
 		it('should return an "unauthorized error" when the user does not have the necessary permission', async () => {
 			await removePermissionFromAllRoles('view-livechat-manager');
@@ -835,12 +1043,12 @@ describe('LIVECHAT - dashboards', function () {
 			expect(result.body).to.be.an('array');
 
 			const expectedResult = [
-				{ title: 'Total_conversations', value: 7 },
+				{ title: 'Total_conversations', value: 13 },
 				{ title: 'Open_conversations', value: 4 },
 				{ title: 'On_Hold_conversations', value: 1 },
 				// { title: 'Total_messages', value: 6 },
 				// { title: 'Busiest_day', value: moment().format('dddd') },
-				{ title: 'Conversations_per_day', value: '3.50' },
+				{ title: 'Conversations_per_day', value: '6.50' },
 				// { title: 'Busiest_time', value: '' },
 			];
 

apps/meteor/tests/end-to-end/api/livechat/20-messages.ts

@@ -3,7 +3,7 @@ import type { ILivechatAgent, ILivechatVisitor, IOmnichannelRoom, IRoom } from '
 import { expect } from 'chai';
 import { before, describe, it, after } from 'mocha';
 
-import { api, getCredentials, request } from '../../../data/api-data';
+import { api, getCredentials, credentials, request } from '../../../data/api-data';
 import { sendSimpleMessage } from '../../../data/chat.helper';
 import {
 	sendMessage,
@@ -39,7 +39,7 @@ describe('LIVECHAT - messages', () => {
 
 			await sendMessage(roomId, 'Hello from visitor', token);
 			const agentMsgSentence = faker.lorem.sentence();
-			const agentMsg = await sendAgentMessage(roomId, agentMsgSentence);
+			const agentMsg = await sendAgentMessage(roomId, credentials, agentMsgSentence);
 
 			const siteUrl = process.env.SITE_URL || process.env.TEST_API_URL || 'http://localhost:3000';
 

packages/core-typings/src/IMessage/IMessage.ts

@@ -231,9 +231,9 @@ export interface IMessage extends IRocketChatRecord {
 	};
 }
 
-export type MessageSystem = {
-	t: 'system';
-};
+export interface ISystemMessage extends IMessage {
+	t: MessageTypesValues;
+}
 
 export interface IEditedMessage extends IMessage {
 	editedAt: Date;
@@ -249,6 +249,8 @@ export const isEditedMessage = (message: IMessage): message is IEditedMessage =>
 	'_id' in (message as IEditedMessage).editedBy &&
 	typeof (message as IEditedMessage).editedBy._id === 'string';
 
+export const isSystemMessage = (message: IMessage): message is ISystemMessage => 't' in message;
+
 export const isDeletedMessage = (message: IMessage): message is IEditedMessage => isEditedMessage(message) && message.t === 'rm';
 export const isMessageFromMatrixFederation = (message: IMessage): boolean =>
 	'federation' in message && Boolean(message.federation?.eventId);