helpscout: use replies_sent to compute contact rate
The `conversations_count` we previously used counts replies, but also all conversations that were tagged or re-tagged during the month – with made counting the actual work spent on user support brittle. Counting the replies is a better estimation of what we get. Unfortunately this also removes the filtering-by-tag feature. To mitigate this, the reports are now scoped to a specific mailbox. This allows to create extra mailboxes for conversations that should't be counted in the stats.
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6 changed files with 57 additions and 62 deletions
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@ -13,7 +13,6 @@ class StatsController < ApplicationController
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@satisfaction_usagers = satisfaction_usagers
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@contact_percentage = contact_percentage
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@contact_percentage_excluded_tags = Helpscout::UserConversationsAdapter::EXCLUDED_TAGS
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@dossiers_states = dossiers_states
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@ -177,7 +176,7 @@ class StatsController < ApplicationController
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.map do |monthly_report|
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start_date = monthly_report[:start_date].to_time.localtime
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end_date = monthly_report[:end_date].to_time.localtime
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replies_count = monthly_report[:conversations_count]
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replies_count = monthly_report[:replies_sent]
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dossiers_count = Dossier.where(en_construction_at: start_date..end_date).count
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@ -26,7 +26,7 @@ class Helpscout::API
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body = {
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subject: subject,
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customer: customer(email),
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mailboxId: mailbox_id,
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mailboxId: user_support_mailbox_id,
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type: 'email',
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status: 'active',
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threads: [
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@ -44,7 +44,7 @@ class Helpscout::API
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def add_phone_number(email, phone)
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query = URI.encode("(email:#{email})")
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response = call_api(:get, "#{CUSTOMERS}?mailbox=#{mailbox_id}&query=#{query}")
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response = call_api(:get, "#{CUSTOMERS}?mailbox=#{user_support_mailbox_id}&query=#{query}")
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if response.success?
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body = parse_response_body(response)
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if body[:page][:totalElements] > 0
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@ -57,17 +57,18 @@ class Helpscout::API
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end
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end
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def conversations_report(year, month)
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Rails.logger.info("[HelpScout API] Retrieving conversations report for #{month}-#{year}…")
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def productivity_report(year, month)
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Rails.logger.info("[HelpScout API] Retrieving productivity report for #{month}-#{year}…")
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params = {
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mailboxes: [user_support_mailbox_id].join(','),
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start: Time.utc(year, month).iso8601,
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end: Time.utc(year, month).next_month.iso8601
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}
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response = call_api(:get, 'reports/conversations?' + params.to_query)
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response = call_api(:get, 'reports/productivity?' + params.to_query)
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if !response.success?
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raise StandardError, "Error while fetching conversation report: #{response.response_code} '#{response.body}'"
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raise StandardError, "Error while fetching productivity report: #{response.response_code} '#{response.body}'"
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end
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parse_response_body(response)
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@ -107,7 +108,7 @@ class Helpscout::API
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end
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def fetch_custom_fields
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call_api(:get, "#{MAILBOXES}/#{mailbox_id}/#{FIELDS}")
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call_api(:get, "#{MAILBOXES}/#{user_support_mailbox_id}/#{FIELDS}")
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end
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def call_api(method, path, body = nil)
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@ -135,7 +136,7 @@ class Helpscout::API
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JSON.parse(response.body, symbolize_names: true)
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end
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def mailbox_id
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def user_support_mailbox_id
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Rails.application.secrets.helpscout[:mailbox_id]
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end
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@ -1,7 +1,5 @@
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# Fetch and compute monthly reports about the users conversations on Helpscout
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class Helpscout::UserConversationsAdapter
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EXCLUDED_TAGS = ['openlab', 'bizdev', 'admin', 'webinaire']
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def initialize(from, to)
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@from = from
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@to = to
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@ -23,19 +21,12 @@ class Helpscout::UserConversationsAdapter
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private
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def report(year, month)
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report = fetch_conversations_report(year, month)
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total_conversations = report.dig(:current, :totalConversations)
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excluded_conversations = report
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.dig(:tags, :top)
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.select { |tag| tag[:name]&.in?(EXCLUDED_TAGS) }
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.map { |tag| tag[:count] }
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.sum
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report = fetch_productivity_report(year, month)
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{
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start_date: report.dig(:current, :startDate).to_datetime,
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end_date: report.dig(:current, :endDate).to_datetime,
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conversations_count: total_conversations - excluded_conversations
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start_date: report.dig(:current, :startDate).to_datetime,
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end_date: report.dig(:current, :endDate).to_datetime,
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replies_sent: report.dig(:current, :repliesSent)
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}
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end
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@ -43,13 +34,13 @@ class Helpscout::UserConversationsAdapter
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@api_client ||= Helpscout::API.new
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end
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def fetch_conversations_report(year, month)
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def fetch_productivity_report(year, month)
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if year == Date.today.year && month == Date.today.month
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raise ArgumentError, 'The report for the current month will change in the future, and cannot be cached.'
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end
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Rails.cache.fetch("helpscout-conversation-report-#{year}-#{month}") do
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api_client.conversations_report(year, month)
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Rails.cache.fetch("helpscout-productivity-report-#{year}-#{month}") do
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api_client.productivity_report(year, month)
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end
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end
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end
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@ -34,16 +34,15 @@
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.stat-card.stat-card-half.pull-left
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%span.stat-card-title
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Pourcentage de contact usager
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Pourcentage de contact utilisateur
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.chart-container
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.chart
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= line_chart @contact_percentage
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.stat-card-details
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%abbr{ title: "À l’exception des conversations taggées #{@contact_percentage_excluded_tags.join(', ')}" }
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Nombre de conversations actives dans HelpScout
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%span / nombre de dossiers déposés
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Nombre de réponses envoyées via HelpScout
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\/ nombre de dossiers déposés
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.stat-card.stat-card-half.pull-left
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%span.stat-card-title
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File diff suppressed because one or more lines are too long
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@ -15,9 +15,7 @@ describe Helpscout::UserConversationsAdapter do
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context 'when all required secrets are present' do
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before do
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Rails.application.secrets.helpscout[:mailbox_id] = '9999'
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Rails.application.secrets.helpscout[:client_id] = '1234'
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Rails.application.secrets.helpscout[:client_secret] = '5678'
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mock_helpscout_secrets
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end
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it { expect(described_class.new(from, to).can_fetch_reports?).to be true }
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@ -25,7 +23,10 @@ describe Helpscout::UserConversationsAdapter do
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end
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describe '#reports', vcr: { cassette_name: 'helpscout_conversations_reports' } do
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before { Rails.cache.clear }
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before do
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mock_helpscout_secrets
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Rails.cache.clear
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end
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subject { described_class.new(from, to) }
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@ -34,13 +35,19 @@ describe Helpscout::UserConversationsAdapter do
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end
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it 'populates each report with data' do
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expect(subject.reports.first[:conversations_count]).to be > 0
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expect(subject.reports.first[:replies_sent]).to be > 0
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expect(subject.reports.first[:start_date]).to eq Time.utc(2017, 11)
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expect(subject.reports.first[:end_date]).to eq Time.utc(2017, 12)
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expect(subject.reports.last[:conversations_count]).to be > 0
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expect(subject.reports.last[:replies_sent]).to be > 0
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expect(subject.reports.last[:start_date]).to eq Time.utc(2017, 12)
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expect(subject.reports.last[:end_date]).to eq Time.utc(2018, 01)
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end
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end
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def mock_helpscout_secrets
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Rails.application.secrets.helpscout[:mailbox_id] = '9999'
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Rails.application.secrets.helpscout[:client_id] = '1234'
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Rails.application.secrets.helpscout[:client_secret] = '5678'
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end
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end
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