91 lines
2.2 KiB
Ruby
91 lines
2.2 KiB
Ruby
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class AutoAssignment::AssignmentService
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pattr_initialize [:inbox!]
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def perform_bulk_assignment(limit: 100)
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return 0 unless inbox.auto_assignment_v2_enabled?
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assigned_count = 0
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unassigned_conversations(limit).each do |conversation|
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assigned_count += 1 if perform_for_conversation(conversation)
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end
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assigned_count
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end
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private
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def perform_for_conversation(conversation)
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return false unless assignable?(conversation)
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agent = find_available_agent
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return false unless agent
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assign_conversation(conversation, agent)
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end
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def assignable?(conversation)
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conversation.status == 'open' &&
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conversation.assignee_id.nil?
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end
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def unassigned_conversations(limit)
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scope = inbox.conversations.unassigned.open
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scope = if assignment_config['conversation_priority'].to_s == 'longest_waiting'
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scope.reorder(last_activity_at: :asc, created_at: :asc)
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else
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scope.reorder(created_at: :asc)
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end
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scope.limit(limit)
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end
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def find_available_agent
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agents = filter_agents_by_rate_limit(inbox.available_agents)
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return nil if agents.empty?
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round_robin_selector.select_agent(agents)
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end
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def filter_agents_by_rate_limit(agents)
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agents.select do |agent_member|
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rate_limiter = build_rate_limiter(agent_member.user)
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rate_limiter.within_limit?
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end
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end
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def assign_conversation(conversation, agent)
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conversation.update!(assignee: agent)
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rate_limiter = build_rate_limiter(agent)
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rate_limiter.track_assignment(conversation)
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dispatch_assignment_event(conversation, agent)
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true
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end
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def dispatch_assignment_event(conversation, agent)
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Rails.configuration.dispatcher.dispatch(
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Events::Types::ASSIGNEE_CHANGED,
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Time.zone.now,
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conversation: conversation,
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user: agent
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)
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end
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def build_rate_limiter(agent)
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AutoAssignment::RateLimiter.new(inbox: inbox, agent: agent)
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end
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def round_robin_selector
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@round_robin_selector ||= AutoAssignment::RoundRobinSelector.new(inbox: inbox)
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end
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def assignment_config
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@assignment_config ||= inbox.auto_assignment_config || {}
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end
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end
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AutoAssignment::AssignmentService.prepend_mod_with('AutoAssignment::AssignmentService')
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