feat: Add metrics API

config/routes.rb

@@ -144,6 +144,11 @@ Rails.application.routes.draw do
               get :download
             end
           end
+          resources :applied_slas do
+            collection do
+              get :metrics
+            end
+          end
           resources :custom_attribute_definitions, only: [:index, :show, :create, :update, :destroy]
           resources :custom_filters, only: [:index, :show, :create, :update, :destroy]
           resources :inboxes, only: [:index, :show, :create, :update, :destroy] do

enterprise/app/controllers/api/v1/accounts/applied_slas_controller.rb

@@ -0,0 +1,30 @@
+class Api::V1::Accounts::AppliedSlasController < Api::V1::Accounts::EnterpriseAccountsController
+  include Sift
+  include DateRangeHelper
+
+  RESULTS_PER_PAGE = 25
+
+  before_action :set_sla_responses, only: [:metrics]
+  before_action :check_admin_authorization?
+
+  sort_on :created_at, type: :datetime
+
+  def index; end
+
+  def metrics
+    total_applied_slas = @sla_responses.count
+    missed_applied_slas = @sla_responses.where(sla_status: :missed).count
+    @hit_percentage = total_applied_slas.zero? ? 0 : ((total_applied_slas - missed_applied_slas) / total_applied_slas.to_f) * 100
+    @number_of_breaches = missed_applied_slas
+  end
+
+  private
+
+  def set_sla_responses
+    base_query = Current.account.applied_slas.includes([:conversation, :assigned_agent, :contact])
+    @sla_responses = filtrate(base_query).filter_by_created_at(range)
+                                         .filter_by_assigned_agent_id(params[:user_ids])
+                                         .filter_by_inbox_id(params[:inbox_id])
+                                         .filter_by_team_id(params[:team_id])
+  end
+end

enterprise/app/models/applied_sla.rb

@@ -29,6 +29,11 @@ class AppliedSla < ApplicationRecord
 
   enum sla_status: { active: 0, hit: 1, missed: 2 }
 
+  scope :filter_by_created_at, ->(range) { where(created_at: range) if range.present? }
+  scope :filter_by_sla_policy_id, ->(sla_policy_id) { where(sla_policy_id: sla_policy_id) if sla_policy_id.present? }
+  scope :filter_by_assigned_agent_id, ->(user_ids) { joins(:conversation).where(conversations: { assigned_agent_id: user_ids }) if user_ids.present? }
+  scope :filter_by_inbox_id, ->(inbox_id) { joins(:conversation).where(conversations: { inbox_id: inbox_id }) if inbox_id.present? }
+  scope :filter_by_team_id, ->(team_id) { joins(:conversation).where(conversations: { team_id: team_id }) if team_id.present? }
   private
 
   def ensure_account_id

enterprise/app/views/api/v1/accounts/applied_slas/index.json.jbuilder

@@ -0,0 +1,14 @@
+json.array! @sla_responses do |sla_response|
+  json.id sla_response.id
+  json.sla_policy_id sla_response.sla_policy_id
+  json.conversation_id sla_response.conversation_id
+  json.sla_status sla_response.sla_status
+  json.created_at sla_response.created_at
+  json.updated_at sla_response.updated_at
+  json.conversation do
+    json.partial! 'api/v1/models/conversation', conversation: sla_response.conversation
+  end
+  json.sla_events sla_response.sla_events do |sla_event|
+    json.partial! 'api/v1/models/sla_event', formats: [:json], sla_policy: sla_event
+  end
+end

enterprise/app/views/api/v1/accounts/applied_slas/metrics.json.jbuilder

@@ -0,0 +1,2 @@
+json.hit_percentage @hit_percentage
+json.number_of_breaches @number_of_breaches

enterprise/app/views/api/v1/models/_sla_event.json.jbuilder

@@ -0,0 +1 @@
+json.id sla_event.id