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.

app/lib/helpscout/api.rb

@@ -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
 

app/lib/helpscout/user_conversations_adapter.rb

@@ -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