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.
This commit is contained in:
Pierre de La Morinerie 2019-09-11 15:16:48 +00:00
parent 52226804d0
commit 503c393a87
6 changed files with 57 additions and 62 deletions

View file

@ -13,7 +13,6 @@ class StatsController < ApplicationController
@satisfaction_usagers = satisfaction_usagers
@contact_percentage = contact_percentage
@contact_percentage_excluded_tags = Helpscout::UserConversationsAdapter::EXCLUDED_TAGS
@dossiers_states = dossiers_states
@ -177,7 +176,7 @@ class StatsController < ApplicationController
.map do |monthly_report|
start_date = monthly_report[:start_date].to_time.localtime
end_date = monthly_report[:end_date].to_time.localtime
replies_count = monthly_report[:conversations_count]
replies_count = monthly_report[:replies_sent]
dossiers_count = Dossier.where(en_construction_at: start_date..end_date).count

View file

@ -26,7 +26,7 @@ class Helpscout::API
body = {
subject: subject,
customer: customer(email),
mailboxId: mailbox_id,
mailboxId: user_support_mailbox_id,
type: 'email',
status: 'active',
threads: [
@ -44,7 +44,7 @@ class Helpscout::API
def add_phone_number(email, phone)
query = URI.encode("(email:#{email})")
response = call_api(:get, "#{CUSTOMERS}?mailbox=#{mailbox_id}&query=#{query}")
response = call_api(:get, "#{CUSTOMERS}?mailbox=#{user_support_mailbox_id}&query=#{query}")
if response.success?
body = parse_response_body(response)
if body[:page][:totalElements] > 0
@ -57,17 +57,18 @@ class Helpscout::API
end
end
def conversations_report(year, month)
Rails.logger.info("[HelpScout API] Retrieving conversations report for #{month}-#{year}")
def productivity_report(year, month)
Rails.logger.info("[HelpScout API] Retrieving productivity report for #{month}-#{year}")
params = {
mailboxes: [user_support_mailbox_id].join(','),
start: Time.utc(year, month).iso8601,
end: Time.utc(year, month).next_month.iso8601
}
response = call_api(:get, 'reports/conversations?' + params.to_query)
response = call_api(:get, 'reports/productivity?' + params.to_query)
if !response.success?
raise StandardError, "Error while fetching conversation report: #{response.response_code} '#{response.body}'"
raise StandardError, "Error while fetching productivity report: #{response.response_code} '#{response.body}'"
end
parse_response_body(response)
@ -107,7 +108,7 @@ class Helpscout::API
end
def fetch_custom_fields
call_api(:get, "#{MAILBOXES}/#{mailbox_id}/#{FIELDS}")
call_api(:get, "#{MAILBOXES}/#{user_support_mailbox_id}/#{FIELDS}")
end
def call_api(method, path, body = nil)
@ -135,7 +136,7 @@ class Helpscout::API
JSON.parse(response.body, symbolize_names: true)
end
def mailbox_id
def user_support_mailbox_id
Rails.application.secrets.helpscout[:mailbox_id]
end

View file

@ -1,7 +1,5 @@
# Fetch and compute monthly reports about the users conversations on Helpscout
class Helpscout::UserConversationsAdapter
EXCLUDED_TAGS = ['openlab', 'bizdev', 'admin', 'webinaire']
def initialize(from, to)
@from = from
@to = to
@ -23,19 +21,12 @@ class Helpscout::UserConversationsAdapter
private
def report(year, month)
report = fetch_conversations_report(year, month)
total_conversations = report.dig(:current, :totalConversations)
excluded_conversations = report
.dig(:tags, :top)
.select { |tag| tag[:name]&.in?(EXCLUDED_TAGS) }
.map { |tag| tag[:count] }
.sum
report = fetch_productivity_report(year, month)
{
start_date: report.dig(:current, :startDate).to_datetime,
end_date: report.dig(:current, :endDate).to_datetime,
conversations_count: total_conversations - excluded_conversations
start_date: report.dig(:current, :startDate).to_datetime,
end_date: report.dig(:current, :endDate).to_datetime,
replies_sent: report.dig(:current, :repliesSent)
}
end
@ -43,13 +34,13 @@ class Helpscout::UserConversationsAdapter
@api_client ||= Helpscout::API.new
end
def fetch_conversations_report(year, month)
def fetch_productivity_report(year, month)
if year == Date.today.year && month == Date.today.month
raise ArgumentError, 'The report for the current month will change in the future, and cannot be cached.'
end
Rails.cache.fetch("helpscout-conversation-report-#{year}-#{month}") do
api_client.conversations_report(year, month)
Rails.cache.fetch("helpscout-productivity-report-#{year}-#{month}") do
api_client.productivity_report(year, month)
end
end
end

View file

@ -34,16 +34,15 @@
.stat-card.stat-card-half.pull-left
%span.stat-card-title
Pourcentage de contact usager
Pourcentage de contact utilisateur
.chart-container
.chart
= line_chart @contact_percentage
.stat-card-details
%abbr{ title: "À lexception des conversations taggées #{@contact_percentage_excluded_tags.join(', ')}" }
Nombre de conversations actives dans HelpScout
%span / nombre de dossiers déposés
Nombre de réponses envoyées via HelpScout
\/ nombre de dossiers déposés
.stat-card.stat-card-half.pull-left
%span.stat-card-title

File diff suppressed because one or more lines are too long

View file

@ -15,9 +15,7 @@ describe Helpscout::UserConversationsAdapter do
context 'when all required secrets are present' do
before do
Rails.application.secrets.helpscout[:mailbox_id] = '9999'
Rails.application.secrets.helpscout[:client_id] = '1234'
Rails.application.secrets.helpscout[:client_secret] = '5678'
mock_helpscout_secrets
end
it { expect(described_class.new(from, to).can_fetch_reports?).to be true }
@ -25,7 +23,10 @@ describe Helpscout::UserConversationsAdapter do
end
describe '#reports', vcr: { cassette_name: 'helpscout_conversations_reports' } do
before { Rails.cache.clear }
before do
mock_helpscout_secrets
Rails.cache.clear
end
subject { described_class.new(from, to) }
@ -34,13 +35,19 @@ describe Helpscout::UserConversationsAdapter do
end
it 'populates each report with data' do
expect(subject.reports.first[:conversations_count]).to be > 0
expect(subject.reports.first[:replies_sent]).to be > 0
expect(subject.reports.first[:start_date]).to eq Time.utc(2017, 11)
expect(subject.reports.first[:end_date]).to eq Time.utc(2017, 12)
expect(subject.reports.last[:conversations_count]).to be > 0
expect(subject.reports.last[:replies_sent]).to be > 0
expect(subject.reports.last[:start_date]).to eq Time.utc(2017, 12)
expect(subject.reports.last[:end_date]).to eq Time.utc(2018, 01)
end
end
def mock_helpscout_secrets
Rails.application.secrets.helpscout[:mailbox_id] = '9999'
Rails.application.secrets.helpscout[:client_id] = '1234'
Rails.application.secrets.helpscout[:client_secret] = '5678'
end
end