Merge branch 'develop' into feature/cw-7513
This commit is contained in:
Tanmay Deep Sharma
@@ -37,6 +37,20 @@ class CaptainAssistant extends ApiClient {
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params: { range, timezone_offset: getTimezoneOffset() },
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});
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}
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getDrilldown({ assistantId, metric, range, page, signal }) {
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const requestConfig = {
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params: {
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metric,
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range,
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timezone_offset: getTimezoneOffset(),
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page,
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},
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};
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if (signal) requestConfig.signal = signal;
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return axios.get(`${this.url}/${assistantId}/drilldown`, requestConfig);
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}
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}
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export default new CaptainAssistant();
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+234
@@ -0,0 +1,234 @@
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<script setup>
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import { computed, nextTick, onBeforeUnmount, ref, watch } from 'vue';
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import { useEventListener } from '@vueuse/core';
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import { useI18n } from 'vue-i18n';
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import CaptainAssistant from 'dashboard/api/captain/assistant';
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import { useReportDrilldown } from 'dashboard/routes/dashboard/settings/reports/composables/useReportDrilldown';
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import ReportDrilldownCard from 'dashboard/routes/dashboard/settings/reports/components/ReportDrilldownCard.vue';
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import Button from 'dashboard/components-next/button/Button.vue';
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import Spinner from 'dashboard/components-next/spinner/Spinner.vue';
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import TeleportWithDirection from 'dashboard/components-next/TeleportWithDirection.vue';
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const props = defineProps({
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open: { type: Boolean, default: false },
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assistantId: { type: [String, Number], default: null },
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metric: { type: String, default: '' },
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metricName: { type: String, default: '' },
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metricValue: { type: String, default: '' },
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range: { type: String, default: '' },
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});
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const emit = defineEmits(['close']);
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const { t } = useI18n();
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const drawerRef = ref(null);
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const {
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records,
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meta,
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isFetching,
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isFetchingMore,
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hasError,
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hasRecords,
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hasMore,
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open: openDrilldown,
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close,
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loadMore,
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} = useReportDrilldown(params => CaptainAssistant.getDrilldown(params));
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let previousActiveElement = null;
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const isOpen = computed(() => props.open);
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const title = computed(() => props.metricName || '');
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const subtitle = computed(() => {
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if (!meta.value.conversation_count) return '';
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return t('CAPTAIN.OVERVIEW.DRILLDOWN.RESULT_COUNT_CONVERSATION', {
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count: meta.value.conversation_count,
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});
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});
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const recordKey = record => `${record.conversation?.id}-${record.occurred_at}`;
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const restoreFocus = () => {
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if (previousActiveElement?.isConnected) {
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previousActiveElement.focus();
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}
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previousActiveElement = null;
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};
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const closeDrawer = () => {
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close();
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emit('close');
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restoreFocus();
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};
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const rememberActiveElement = () => {
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if (previousActiveElement) return;
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previousActiveElement =
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document.activeElement instanceof HTMLElement
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? document.activeElement
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: null;
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};
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const focusDrawer = () => {
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nextTick(() => drawerRef.value?.focus());
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};
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const fetchDrilldown = () => {
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if (!props.metric || !props.assistantId) return;
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openDrilldown({
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assistantId: props.assistantId,
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metric: props.metric,
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range: props.range,
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});
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};
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const onKeydown = event => {
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if (!isOpen.value) return;
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if (event.key === 'Escape') {
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event.preventDefault();
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event.stopPropagation();
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closeDrawer();
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}
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};
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useEventListener(document, 'keydown', onKeydown);
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watch(
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() => props.open,
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isDrawerOpen => {
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if (!isDrawerOpen) {
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close();
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restoreFocus();
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return;
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}
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rememberActiveElement();
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fetchDrilldown();
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focusDrawer();
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},
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{ immediate: true }
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);
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watch(
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() => [props.metric, props.range],
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() => {
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if (props.open) fetchDrilldown();
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}
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);
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// The drawer's headline value is a snapshot of the previous assistant's card,
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// so switching assistants (e.g. browser Back/Forward) closes it instead of
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// refetching records that would no longer match the header.
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watch(
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() => props.assistantId,
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() => {
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if (props.open) closeDrawer();
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}
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);
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onBeforeUnmount(() => {
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restoreFocus();
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});
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</script>
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<template>
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<TeleportWithDirection to="body">
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<Transition name="report-drilldown-fade">
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<div
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v-if="isOpen"
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class="fixed inset-0 z-50 bg-black/30"
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role="presentation"
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@click.self="closeDrawer"
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>
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<aside
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ref="drawerRef"
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class="fixed inset-y-0 end-0 flex w-full max-w-xl flex-col bg-n-solid-1 shadow-xl outline outline-1 outline-n-container"
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role="dialog"
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aria-modal="true"
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:aria-label="title"
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tabindex="-1"
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>
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<header
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class="flex items-start justify-between gap-4 border-b border-n-weak px-6 py-5"
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>
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<div class="min-w-0">
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<h2 class="truncate text-base font-medium text-n-slate-12">
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{{ title }}
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</h2>
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<p
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v-if="metricValue"
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class="mt-1 text-xl font-semibold text-n-slate-12"
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>
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{{ metricValue }}
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</p>
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<div
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class="text-sm text-n-slate-11"
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:class="{
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'mt-2': metricValue,
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'mt-1': !metricValue,
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}"
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>
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{{ subtitle }}
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</div>
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</div>
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<Button
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ghost
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slate
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size="sm"
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icon="i-ph-x"
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:aria-label="$t('CAPTAIN.OVERVIEW.DRILLDOWN.CLOSE')"
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@click="closeDrawer"
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/>
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</header>
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<div class="min-h-0 flex-1 overflow-y-auto px-5 py-3">
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<div
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v-if="isFetching"
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class="flex h-40 items-center justify-center"
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>
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<Spinner />
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</div>
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<div
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v-else-if="hasError"
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class="flex h-40 items-center justify-center text-sm text-n-ruby-11"
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>
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{{ $t('CAPTAIN.OVERVIEW.DRILLDOWN.ERROR') }}
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</div>
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<div
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v-else-if="!hasRecords"
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class="flex h-40 items-center justify-center text-sm text-n-slate-10"
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>
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{{ $t('CAPTAIN.OVERVIEW.DRILLDOWN.EMPTY') }}
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</div>
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<div v-else class="flex flex-col gap-2">
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<ReportDrilldownCard
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v-for="record in records"
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:key="recordKey(record)"
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:record="record"
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/>
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<Button
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v-if="hasMore"
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faded
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slate
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size="sm"
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class="mx-auto mt-2"
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:label="$t('CAPTAIN.OVERVIEW.DRILLDOWN.LOAD_MORE')"
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:is-loading="isFetchingMore"
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@click="loadMore"
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/>
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</div>
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</div>
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</aside>
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</div>
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</Transition>
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</TeleportWithDirection>
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</template>
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+20
-1
@@ -8,16 +8,35 @@ const props = defineProps({
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hint: { type: String, default: '' },
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// null = neutral, true = good direction, false = bad direction
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trendGood: { type: Boolean, default: null },
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clickable: { type: Boolean, default: false },
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});
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const emit = defineEmits(['click']);
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const trendClass = computed(() => {
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if (props.trendGood === null) return 'text-n-slate-11';
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return props.trendGood ? 'text-n-teal-11' : 'text-n-ruby-11';
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});
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const onActivate = () => {
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if (props.clickable) emit('click');
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};
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</script>
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<template>
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<div class="flex flex-col gap-3 p-5 group bg-n-solid-1">
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<div
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class="flex flex-col gap-3 p-5 group bg-n-solid-1"
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:class="
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clickable
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? 'cursor-pointer transition-colors hover:bg-n-slate-2/50 focus-visible:outline focus-visible:outline-2 focus-visible:outline-n-brand'
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: ''
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"
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:role="clickable ? 'button' : undefined"
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:tabindex="clickable ? 0 : undefined"
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@click="onActivate"
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@keydown.enter.self.prevent="onActivate"
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@keydown.space.self.prevent="onActivate"
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>
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<div class="flex items-center gap-1.5">
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<span class="text-sm font-medium text-n-slate-11">{{ label }}</span>
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<span
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@@ -44,6 +44,12 @@ const showChatSupport = computed(() => {
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);
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});
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const toggleChatSupport = () => {
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if (window.$chatwoot) {
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window.$chatwoot.toggle();
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}
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};
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const menuItems = computed(() => {
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return [
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{
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@@ -51,9 +57,7 @@ const menuItems = computed(() => {
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||||
showOnCustomBrandedInstance: false,
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label: t('SIDEBAR_ITEMS.CONTACT_SUPPORT'),
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icon: 'i-lucide-life-buoy',
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click: () => {
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window.$chatwoot.toggle();
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||||
},
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||||
click: toggleChatSupport,
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||||
},
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{
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show: true,
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@@ -439,6 +439,13 @@
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"HINT": "Average replies the assistant sends per conversation."
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}
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},
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"DRILLDOWN": {
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"CLOSE": "Close details",
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||||
"EMPTY": "No records found for this metric.",
|
||||
"ERROR": "Could not load records. Please try again.",
|
||||
"LOAD_MORE": "Load more",
|
||||
"RESULT_COUNT_CONVERSATION": "{count} conversation | {count} conversations"
|
||||
},
|
||||
"KNOWLEDGE": {
|
||||
"TITLE": "Knowledge coverage",
|
||||
"COVERAGE": "{pct}% approved",
|
||||
@@ -446,17 +453,6 @@
|
||||
"PENDING": "Pending FAQs",
|
||||
"DOCUMENTS": "Documents"
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||||
},
|
||||
"FLAGGED": {
|
||||
"TITLE": "Response quality",
|
||||
"TOTAL": "{count} flagged · {rate}"
|
||||
},
|
||||
"CREDITS": {
|
||||
"TITLE": "Credit usage",
|
||||
"UNIT": "credits",
|
||||
"LEGEND": "Daily credits used",
|
||||
"AXIS_START": "{count}d ago",
|
||||
"AXIS_END": "Today"
|
||||
},
|
||||
"LINKS": {
|
||||
"DOCS": {
|
||||
"TITLE": "Captain docs",
|
||||
@@ -470,13 +466,6 @@
|
||||
"TITLE": "Billing",
|
||||
"DESCRIPTION": "Manage credits and plan"
|
||||
}
|
||||
},
|
||||
"FLAG_REASONS": {
|
||||
"INCORRECT": "Incorrect info",
|
||||
"INCOMPLETE": "Incomplete",
|
||||
"OUTDATED": "Outdated",
|
||||
"INAPPROPRIATE": "Inappropriate",
|
||||
"OTHER": "Other"
|
||||
}
|
||||
},
|
||||
"ASSISTANT_SWITCHER": {
|
||||
|
||||
@@ -263,7 +263,7 @@
|
||||
"EMAIL_VERIFICATION_SENT": "Verification email has been sent. Please check your inbox.",
|
||||
"ACCOUNT_SUSPENDED": {
|
||||
"TITLE": "Account Suspended",
|
||||
"MESSAGE": "Your account has been suspended after we detected activity that may violate our policies or put other users at risk. If you believe this is a mistake, please contact our support team."
|
||||
"MESSAGE": "Your account has been suspended due to activity that may violate our policies. If you believe this is a mistake, please contact our support team."
|
||||
},
|
||||
"NO_ACCOUNTS": {
|
||||
"TITLE": "No account found",
|
||||
|
||||
@@ -3,6 +3,7 @@ import { computed, ref, watch } from 'vue';
|
||||
import { useI18n } from 'vue-i18n';
|
||||
import { useRoute } from 'vue-router';
|
||||
import { FEATURE_FLAGS } from 'dashboard/featureFlags';
|
||||
import { usePolicy } from 'dashboard/composables/usePolicy';
|
||||
import CaptainAssistant from 'dashboard/api/captain/assistant';
|
||||
|
||||
import PageLayout from 'dashboard/components-next/captain/PageLayout.vue';
|
||||
@@ -10,6 +11,7 @@ import CaptainPaywall from 'dashboard/components-next/captain/pageComponents/Pay
|
||||
import RangeSelector from 'dashboard/components-next/captain/pageComponents/overview/RangeSelector.vue';
|
||||
import WelcomeCard from 'dashboard/components-next/captain/pageComponents/overview/WelcomeCard.vue';
|
||||
import MetricCard from 'dashboard/components-next/captain/pageComponents/overview/MetricCard.vue';
|
||||
import AssistantDrilldownDrawer from 'dashboard/components-next/captain/pageComponents/overview/AssistantDrilldownDrawer.vue';
|
||||
import KnowledgeCard from 'dashboard/components-next/captain/pageComponents/overview/KnowledgeCard.vue';
|
||||
import QuickLinks from 'dashboard/components-next/captain/pageComponents/overview/QuickLinks.vue';
|
||||
import InboxBanner from 'dashboard/components-next/captain/pageComponents/overview/InboxBanner.vue';
|
||||
@@ -17,6 +19,9 @@ import CoverageBanner from 'dashboard/components-next/captain/pageComponents/ove
|
||||
|
||||
const { t } = useI18n();
|
||||
const route = useRoute();
|
||||
// Drilldown is admin-only; the backend policy enforces the same restriction.
|
||||
const { checkPermissions } = usePolicy();
|
||||
const canDrilldown = computed(() => checkPermissions(['administrator']));
|
||||
|
||||
const selectedRange = ref('this_month');
|
||||
|
||||
@@ -69,34 +74,38 @@ const metricFor = (statKey, formatValue, direction, trendKind = 'percent') => {
|
||||
const metrics = computed(() => [
|
||||
{
|
||||
key: 'handled',
|
||||
metric: 'conversations_handled',
|
||||
label: t('CAPTAIN.OVERVIEW.METRICS.HANDLED.LABEL'),
|
||||
hint: t('CAPTAIN.OVERVIEW.METRICS.HANDLED.HINT'),
|
||||
...metricFor('conversations_handled', v => v.toLocaleString(), 'up'),
|
||||
},
|
||||
{
|
||||
key: 'autoResolution',
|
||||
metric: 'auto_resolution_rate',
|
||||
label: t('CAPTAIN.OVERVIEW.METRICS.AUTO_RESOLUTION.LABEL'),
|
||||
hint: t('CAPTAIN.OVERVIEW.METRICS.AUTO_RESOLUTION.HINT'),
|
||||
...metricFor('auto_resolution_rate', v => `${v}%`, 'up', 'point'),
|
||||
},
|
||||
{
|
||||
key: 'handoff',
|
||||
metric: 'handoff_rate',
|
||||
label: t('CAPTAIN.OVERVIEW.METRICS.HANDOFF.LABEL'),
|
||||
hint: t('CAPTAIN.OVERVIEW.METRICS.HANDOFF.HINT'),
|
||||
...metricFor('handoff_rate', v => `${v}%`, 'down', 'point'),
|
||||
},
|
||||
{
|
||||
key: 'reopen',
|
||||
metric: 'reopen_rate',
|
||||
label: t('CAPTAIN.OVERVIEW.METRICS.REOPEN.LABEL'),
|
||||
hint: t('CAPTAIN.OVERVIEW.METRICS.REOPEN.HINT'),
|
||||
...metricFor('reopen_rate', v => `${v}%`, 'down', 'point'),
|
||||
},
|
||||
{
|
||||
key: 'hoursSaved',
|
||||
label: t('CAPTAIN.OVERVIEW.METRICS.HOURS_SAVED.LABEL'),
|
||||
hint: t('CAPTAIN.OVERVIEW.METRICS.HOURS_SAVED.HINT'),
|
||||
...metricFor('hours_saved', formatDuration, 'up'),
|
||||
},
|
||||
{
|
||||
key: 'reopen',
|
||||
label: t('CAPTAIN.OVERVIEW.METRICS.REOPEN.LABEL'),
|
||||
hint: t('CAPTAIN.OVERVIEW.METRICS.REOPEN.HINT'),
|
||||
...metricFor('reopen_rate', v => `${v}%`, 'down', 'point'),
|
||||
},
|
||||
{
|
||||
key: 'depth',
|
||||
label: t('CAPTAIN.OVERVIEW.METRICS.DEPTH.LABEL'),
|
||||
@@ -109,6 +118,22 @@ const metrics = computed(() => [
|
||||
),
|
||||
},
|
||||
]);
|
||||
|
||||
const drilldown = ref({ metric: '', label: '', value: '' });
|
||||
const isDrilldownOpen = ref(false);
|
||||
|
||||
const openDrilldown = metric => {
|
||||
drilldown.value = {
|
||||
metric: metric.metric,
|
||||
label: metric.label,
|
||||
value: metric.value,
|
||||
};
|
||||
isDrilldownOpen.value = true;
|
||||
};
|
||||
|
||||
const closeDrilldown = () => {
|
||||
isDrilldownOpen.value = false;
|
||||
};
|
||||
</script>
|
||||
|
||||
<template>
|
||||
@@ -144,6 +169,8 @@ const metrics = computed(() => [
|
||||
:trend="metric.trend"
|
||||
:hint="metric.hint"
|
||||
:trend-good="metric.trendGood"
|
||||
:clickable="canDrilldown && Boolean(metric.metric)"
|
||||
@click="openDrilldown(metric)"
|
||||
/>
|
||||
</div>
|
||||
|
||||
@@ -151,6 +178,17 @@ const metrics = computed(() => [
|
||||
|
||||
<QuickLinks />
|
||||
</div>
|
||||
|
||||
<AssistantDrilldownDrawer
|
||||
v-if="canDrilldown"
|
||||
:open="isDrilldownOpen"
|
||||
:assistant-id="assistantId"
|
||||
:metric="drilldown.metric"
|
||||
:metric-name="drilldown.label"
|
||||
:metric-value="drilldown.value"
|
||||
:range="selectedRange"
|
||||
@close="closeDrilldown"
|
||||
/>
|
||||
</template>
|
||||
</PageLayout>
|
||||
</template>
|
||||
|
||||
+9
-13
@@ -1,7 +1,13 @@
|
||||
import { computed, ref } from 'vue';
|
||||
import ReportsAPI from 'dashboard/api/reports';
|
||||
|
||||
export function useReportDrilldown() {
|
||||
// `fetcher` is any `({ ...request, page, signal }) => Promise` returning the
|
||||
// shared drilldown envelope (`{ data: { meta, payload } }`), so the same paging
|
||||
// and abort machinery backs both the reports and Captain assistant drilldowns.
|
||||
// The default is wrapped so `ReportsAPI` stays the receiver when invoked.
|
||||
export function useReportDrilldown(
|
||||
fetcher = params => ReportsAPI.getDrilldown(params)
|
||||
) {
|
||||
const activeRequest = ref(null);
|
||||
const records = ref([]);
|
||||
const meta = ref({});
|
||||
@@ -20,17 +26,7 @@ export function useReportDrilldown() {
|
||||
const isCurrentRequest = token =>
|
||||
token === requestToken && !!activeRequest.value;
|
||||
|
||||
const requestFingerprint = request =>
|
||||
JSON.stringify({
|
||||
metric: request.metric,
|
||||
bucketTimestamp: request.bucketTimestamp,
|
||||
from: request.from,
|
||||
to: request.to,
|
||||
type: request.type,
|
||||
id: request.id,
|
||||
groupBy: request.groupBy,
|
||||
businessHours: request.businessHours,
|
||||
});
|
||||
const requestFingerprint = request => JSON.stringify(request);
|
||||
|
||||
const abortActiveRequest = () => {
|
||||
if (!activeRequestController) return;
|
||||
@@ -55,7 +51,7 @@ export function useReportDrilldown() {
|
||||
hasError.value = false;
|
||||
|
||||
try {
|
||||
const response = await ReportsAPI.getDrilldown({
|
||||
const response = await fetcher({
|
||||
...request,
|
||||
page,
|
||||
signal: controller.signal,
|
||||
|
||||
@@ -1,5 +1,6 @@
|
||||
<script setup>
|
||||
import EmptyState from 'dashboard/components/widgets/EmptyState.vue';
|
||||
import NextButton from 'dashboard/components-next/button/Button.vue';
|
||||
import { onMounted } from 'vue';
|
||||
|
||||
const toggleSupportWidgetVisibility = () => {
|
||||
@@ -8,6 +9,12 @@ const toggleSupportWidgetVisibility = () => {
|
||||
}
|
||||
};
|
||||
|
||||
const toggleSupportWidget = () => {
|
||||
if (window.$chatwoot) {
|
||||
window.$chatwoot.toggle();
|
||||
}
|
||||
};
|
||||
|
||||
const setupListenerForWidgetEvent = () => {
|
||||
window.addEventListener('chatwoot:on-message', () => {
|
||||
toggleSupportWidgetVisibility();
|
||||
@@ -25,6 +32,14 @@ onMounted(() => {
|
||||
<EmptyState
|
||||
:title="$t('APP_GLOBAL.ACCOUNT_SUSPENDED.TITLE')"
|
||||
:message="$t('APP_GLOBAL.ACCOUNT_SUSPENDED.MESSAGE')"
|
||||
/>
|
||||
>
|
||||
<div class="flex justify-center">
|
||||
<NextButton
|
||||
icon="i-lucide-life-buoy"
|
||||
:label="$t('SIDEBAR_ITEMS.CONTACT_SUPPORT')"
|
||||
@click="toggleSupportWidget"
|
||||
/>
|
||||
</div>
|
||||
</EmptyState>
|
||||
</div>
|
||||
</template>
|
||||
|
||||
@@ -129,6 +129,20 @@ features:
|
||||
gemini-3-pro,
|
||||
]
|
||||
default: gpt-4.1-mini
|
||||
conversation_faq_generation:
|
||||
models:
|
||||
[
|
||||
gpt-4.1-mini,
|
||||
gpt-5-mini,
|
||||
gpt-4.1,
|
||||
gpt-5.1,
|
||||
gpt-5.2,
|
||||
claude-haiku-4.5,
|
||||
claude-sonnet-4.5,
|
||||
gemini-3-flash,
|
||||
gemini-3-pro,
|
||||
]
|
||||
default: gpt-5.2
|
||||
pdf_faq_generation:
|
||||
models: [gpt-4.1-mini, gpt-5-mini, gpt-4.1, gpt-5.1, gpt-5.2]
|
||||
default: gpt-4.1-mini
|
||||
|
||||
@@ -597,6 +597,7 @@ en:
|
||||
copilot: 'Copilot'
|
||||
label_suggestion: 'Label suggestion'
|
||||
document_faq_generation: 'Document FAQ generation'
|
||||
conversation_faq_generation: 'Conversation FAQ generation'
|
||||
help_center_article_generation: 'Help center article generation'
|
||||
onboarding_content_generation: 'Onboarding content generation'
|
||||
help_center_query_translation: 'Help center query translation'
|
||||
|
||||
@@ -1,6 +1,6 @@
|
||||
# Lists the underlying records behind a single Captain assistant stat card, so a
|
||||
# viewer can drill from an aggregate (e.g. "auto-resolution 42%") into the exact
|
||||
# conversations or messages that produced it.
|
||||
# conversations that produced it.
|
||||
#
|
||||
# The window is resolved by Captain::AssistantStatsWindow from the same `range`
|
||||
# and `timezone_offset` the stat card used, so the drilldown covers precisely the
|
||||
@@ -11,10 +11,8 @@ class Captain::AssistantDrilldownBuilder
|
||||
RESOLVED_EVENT_NAMES = Captain::AssistantStatsBuilder::RESOLVED_EVENT_NAMES
|
||||
HANDOFF_EVENT_NAMES = Captain::AssistantStatsBuilder::HANDOFF_EVENT_NAMES
|
||||
|
||||
# Metrics whose records are individual messages rather than conversations.
|
||||
MESSAGE_METRICS = %w[hours_saved].freeze
|
||||
SUPPORTED_METRICS = %w[
|
||||
conversations_handled auto_resolution_rate handoff_rate hours_saved reopen_rate conversation_depth
|
||||
conversations_handled auto_resolution_rate handoff_rate reopen_rate
|
||||
].freeze
|
||||
|
||||
DEFAULT_PAGE = 1
|
||||
@@ -43,21 +41,14 @@ class Captain::AssistantDrilldownBuilder
|
||||
def meta
|
||||
{
|
||||
metric: metric,
|
||||
record_type: record_type,
|
||||
current_page: current_page,
|
||||
per_page: per_page,
|
||||
total_count: paginated_records.total_count,
|
||||
conversation_count: conversation_count,
|
||||
conversation_count: paginated_records.total_count,
|
||||
range: { since: range.first.to_i, until: range.last.to_i }
|
||||
}
|
||||
end
|
||||
|
||||
def conversation_count
|
||||
return paginated_records.total_count unless message_metric?
|
||||
|
||||
drilldown_scope.except(:includes).reorder(nil).distinct.count(:conversation_id)
|
||||
end
|
||||
|
||||
def paginated_records
|
||||
@paginated_records ||= drilldown_scope.page(current_page).per(per_page)
|
||||
end
|
||||
@@ -67,9 +58,7 @@ class Captain::AssistantDrilldownBuilder
|
||||
when 'conversations_handled' then handled_conversations
|
||||
when 'auto_resolution_rate' then conversations_for(resolved_events.select(:conversation_id))
|
||||
when 'handoff_rate' then event_conversations(HANDOFF_EVENT_NAMES)
|
||||
when 'hours_saved' then public_reply_messages
|
||||
when 'reopen_rate' then reopened_conversations
|
||||
when 'conversation_depth' then depth_conversations
|
||||
else
|
||||
raise ArgumentError, "Unsupported assistant drilldown metric: #{metric}"
|
||||
end
|
||||
@@ -88,13 +77,6 @@ class Captain::AssistantDrilldownBuilder
|
||||
conversations_for(handled_conversation_ids)
|
||||
end
|
||||
|
||||
# Public agent-facing replies the assistant sent; the rows behind hours_saved.
|
||||
def public_reply_messages
|
||||
handled_messages.where(message_type: :outgoing, private: false)
|
||||
.includes(:sender, conversation: [:assignee, :contact, :inbox])
|
||||
.reorder(created_at: :desc)
|
||||
end
|
||||
|
||||
# Conversations in the handled cohort that recorded one of the given reporting
|
||||
# events in the window (resolved or handed-off).
|
||||
def event_conversations(event_names)
|
||||
@@ -129,11 +111,6 @@ class Captain::AssistantDrilldownBuilder
|
||||
conversations_for(ids)
|
||||
end
|
||||
|
||||
# Conversations the assistant sent at least one public reply in; the denominator behind conversation_depth.
|
||||
def depth_conversations
|
||||
conversations_for(handled_messages.where(message_type: :outgoing, private: false).select(:conversation_id))
|
||||
end
|
||||
|
||||
def conversations_for(conversation_ids)
|
||||
account.conversations
|
||||
.where(id: conversation_ids)
|
||||
@@ -147,10 +124,6 @@ class Captain::AssistantDrilldownBuilder
|
||||
|
||||
def metric = params[:metric].to_s
|
||||
|
||||
def message_metric? = MESSAGE_METRICS.include?(metric)
|
||||
|
||||
def record_type = message_metric? ? 'message' : 'conversation'
|
||||
|
||||
def current_page = [params[:page].to_i, DEFAULT_PAGE].max
|
||||
|
||||
def per_page
|
||||
|
||||
@@ -2,12 +2,13 @@ class Captain::Llm::ConversationFaqService < Llm::BaseAiService
|
||||
include Integrations::LlmInstrumentation
|
||||
|
||||
DISTANCE_THRESHOLD = 0.3
|
||||
LLM_FEATURE = 'conversation_faq_generation'.freeze
|
||||
|
||||
def initialize(assistant, conversation)
|
||||
super(feature: 'document_faq_generation', account: conversation.account)
|
||||
super(feature: LLM_FEATURE, account: conversation.account, fallback_model: Llm::Models.default_model_for(LLM_FEATURE))
|
||||
@assistant = assistant
|
||||
@conversation = conversation
|
||||
@content = conversation.to_llm_text
|
||||
@content = conversation_faq_content
|
||||
end
|
||||
|
||||
# Generates and deduplicates FAQs from conversation content
|
||||
@@ -27,6 +28,50 @@ class Captain::Llm::ConversationFaqService < Llm::BaseAiService
|
||||
|
||||
attr_reader :content, :conversation, :assistant
|
||||
|
||||
def conversation_faq_content
|
||||
[
|
||||
"Conversation ID: ##{conversation.display_id}",
|
||||
"Channel: #{conversation.inbox.channel.name}",
|
||||
'Message History:',
|
||||
conversation_faq_messages
|
||||
].join("\n")
|
||||
end
|
||||
|
||||
def conversation_faq_messages
|
||||
messages = conversation
|
||||
.messages
|
||||
.where(message_type: %i[incoming outgoing], private: false)
|
||||
.order(created_at: :asc)
|
||||
|
||||
return "No messages in this conversation\n" if messages.empty?
|
||||
|
||||
messages.filter_map { |message| format_conversation_faq_message(message) }.join
|
||||
end
|
||||
|
||||
def format_conversation_faq_message(message)
|
||||
return unless faq_source_message?(message)
|
||||
|
||||
content = message.content_for_llm
|
||||
return if content.blank?
|
||||
|
||||
sender = human_support_reply?(message) ? 'Support Agent' : 'User'
|
||||
"#{sender}: #{content}\n"
|
||||
end
|
||||
|
||||
def faq_source_message?(message)
|
||||
return true if message.incoming? && message.sender_type == 'Contact'
|
||||
|
||||
human_support_reply?(message)
|
||||
end
|
||||
|
||||
def human_support_reply?(message)
|
||||
return false unless message.outgoing?
|
||||
return false if message.content_attributes['automation_rule_id'].present?
|
||||
return false if message.additional_attributes['campaign_id'].present?
|
||||
|
||||
message.sender_type == 'User' || message.content_attributes['external_echo'].present?
|
||||
end
|
||||
|
||||
def no_human_interaction?
|
||||
conversation.first_reply_created_at.nil?
|
||||
end
|
||||
|
||||
@@ -53,14 +53,56 @@ class Captain::Llm::SystemPromptsService
|
||||
|
||||
def conversation_faq_generator(language = 'english')
|
||||
<<~SYSTEM_PROMPT_MESSAGE
|
||||
You are a support agent looking to convert the conversations with users into short FAQs that can be added to your website help center.
|
||||
Filter out any responses or messages from the bot itself and only use messages from the support agent and the customer to create the FAQ.
|
||||
You create high-quality FAQ candidates from resolved support conversations.
|
||||
Only generate an FAQ when the conversation contains durable, reusable knowledge that would help many future customers.
|
||||
|
||||
Ensure that you only generate faqs from the information provided only.
|
||||
Generate the FAQs only in the #{language}, use no other language
|
||||
If no match is available, return an empty JSON.
|
||||
## Source rules
|
||||
- The conversation history contains only customer messages and human support agent messages.
|
||||
- Base every FAQ strictly on information stated in the human support agent messages. Do not infer, generalize, or add external knowledge.
|
||||
- A human support agent must state every fact used in the FAQ answer. Customer messages cannot supply missing answer facts.
|
||||
- The human support agent must provide the final answer. If the agent only greets, asks clarifying questions, asks for contact details, promises to check, shares an attachment, or transfers the conversation, return: `{"faqs":[]}`.
|
||||
- For each FAQ, first identify the exact human support agent message that fully answers it. If no single human agent message gives a complete public answer, remove that FAQ.
|
||||
|
||||
## Decision gate
|
||||
Return `{"faqs":[]}` unless every generated FAQ can pass all of these checks:
|
||||
1. The answer is fully stated by a human support agent, not by the customer.
|
||||
2. The answer is a public, durable rule or procedure, not a private account action, manual review, troubleshooting session, quote, file, link, or follow-up.
|
||||
3. The answer can be written without private identifiers, customer-specific facts, direct URLs, attachments, invoices, screenshots, or support-ticket steps.
|
||||
4. The question would still make sense in a help center if the original conversation, customer, and agent did not exist.
|
||||
Do not rescue a rejected conversation by rewriting it as a generic support question.
|
||||
|
||||
## Return no FAQ for
|
||||
- Spam, scams, advertisements, SEO/link-building pitches, adult/gambling/financial promotions, gibberish, abusive content, or conversations unrelated to the business being supported.
|
||||
- Account-specific, order-specific, payment-specific, subscription-specific, login/access, verification, delivery, certificate, or troubleshooting issues, even if they could be rewritten as a general support question.
|
||||
- Conversations that mainly hand off to a human, ask the customer to wait, request private identifiers or contact details, collect screenshots, attachments, or documents, or tell the customer to contact support for case review.
|
||||
- Temporary workarounds, one-off exceptions, unclear answers, unresolved problems, wrong-service conversations, complaints, greetings, or abandoned conversations.
|
||||
- Internal support workflow details, chat session rules, escalation mechanics, ticket-routing instructions, or "someone will get back to you" messages.
|
||||
- Answers that are just a direct/private link, attachment, file, invoice, one-off quote or estimate, account-specific URL, or instructions to open a support ticket.
|
||||
- Questions whose useful answer is "contact support", "wait for the team", "share your details", "we will check", or "this needs manual review".
|
||||
- Questions about whether support can help with a private issue, third-party service, transaction, payment, delivery, or account problem.
|
||||
- Pricing, policy, availability, roadmap, deadline, or legal claims unless the human support agent gives a clear and stable answer in the conversation.
|
||||
- Questions already answered only by asking the customer for more information.
|
||||
|
||||
## FAQ quality rules
|
||||
- Prefer returning no FAQ over a weak or narrow FAQ.
|
||||
- A good candidate teaches a generally reusable product, service, policy, setup, or process rule that another customer could use without contacting support.
|
||||
- Generate at most one FAQ unless the human agent clearly answered multiple distinct, reusable questions.
|
||||
- Do not create duplicate or overlapping FAQs in the same response.
|
||||
- Questions must be general enough for a help center, not personalized to the current customer.
|
||||
- Remove customer names, order numbers, invoice numbers, IDs, private URLs, phone numbers, emails, screenshots, attachments, and other personal or transaction-specific details.
|
||||
- Answers must be complete, self-contained, and supported by the human agent's messages.
|
||||
|
||||
## Examples
|
||||
- Customer mentions a price or procedure, then the human agent only greets or says they will check: return `{"faqs":[]}`.
|
||||
- Human agent shares only a private link, file, invoice, quote, screenshot, or attachment: return `{"faqs":[]}`.
|
||||
- Human agent clearly states a public rule, such as which purchases are allowed for a program or service: generate one general FAQ.
|
||||
|
||||
Generate the FAQs only in the #{language}, use no other language.
|
||||
If no suitable reusable FAQ is available, return: `{"faqs":[]}`.
|
||||
|
||||
Return only valid JSON in this exact structure:
|
||||
```json
|
||||
{ faqs: [ { question: '', answer: ''} ]
|
||||
{ "faqs": [ { "question": "", "answer": "" } ] }
|
||||
```
|
||||
SYSTEM_PROMPT_MESSAGE
|
||||
end
|
||||
|
||||
@@ -198,6 +198,17 @@ RSpec.describe 'Api::V1::Accounts::Captain::Preferences', type: :request do
|
||||
expect(account.reload.captain_models['document_faq_generation']).to eq('gpt-5.2')
|
||||
end
|
||||
|
||||
it 'updates captain_models for conversation FAQ generation' do
|
||||
put "/api/v1/accounts/#{account.id}/captain/preferences",
|
||||
headers: admin.create_new_auth_token,
|
||||
params: { captain_models: { conversation_faq_generation: 'gpt-4.1-mini' } },
|
||||
as: :json
|
||||
|
||||
expect(response).to have_http_status(:success)
|
||||
expect(json_response.dig(:features, :conversation_faq_generation, :selected)).to eq('gpt-4.1-mini')
|
||||
expect(account.reload.captain_models['conversation_faq_generation']).to eq('gpt-4.1-mini')
|
||||
end
|
||||
|
||||
it 'updates captain_models for PDF FAQ generation' do
|
||||
put "/api/v1/accounts/#{account.id}/captain/preferences",
|
||||
headers: admin.create_new_auth_token,
|
||||
|
||||
@@ -33,23 +33,109 @@ RSpec.describe Captain::Llm::ConversationFaqService do
|
||||
allow(captain_assistant.responses).to receive(:nearest_neighbors).and_return([])
|
||||
end
|
||||
|
||||
it 'uses the document FAQ generation feature model' do
|
||||
it 'uses the conversation FAQ generation feature model' do
|
||||
expect(RubyLLM).to receive(:chat).with(
|
||||
model: Llm::Models.default_model_for('document_faq_generation')
|
||||
model: Llm::Models.default_model_for('conversation_faq_generation')
|
||||
).and_return(mock_chat)
|
||||
|
||||
described_class.new(captain_assistant, conversation).generate_and_deduplicate
|
||||
end
|
||||
|
||||
it 'uses the conversation FAQ default ahead of the legacy global installation model' do
|
||||
create(:installation_config, name: 'CAPTAIN_OPEN_AI_MODEL', value: 'gpt-4.1-mini')
|
||||
|
||||
expect(RubyLLM).to receive(:chat).with(
|
||||
model: Llm::Models.default_model_for('conversation_faq_generation')
|
||||
).and_return(mock_chat)
|
||||
|
||||
described_class.new(captain_assistant, conversation).generate_and_deduplicate
|
||||
end
|
||||
|
||||
it 'keeps account conversation FAQ model overrides ahead of the feature default' do
|
||||
create(:installation_config, name: 'CAPTAIN_OPEN_AI_MODEL', value: 'gpt-4.1')
|
||||
conversation.account.update!(captain_models: { 'conversation_faq_generation' => 'gpt-4.1-mini' })
|
||||
|
||||
expect(RubyLLM).to receive(:chat).with(model: 'gpt-4.1-mini').and_return(mock_chat)
|
||||
|
||||
described_class.new(captain_assistant, conversation).generate_and_deduplicate
|
||||
end
|
||||
|
||||
it 'resolves the feature model from the conversation account' do
|
||||
expect(Llm::FeatureRouter).to receive(:resolve).with(
|
||||
feature: 'document_faq_generation',
|
||||
feature: 'conversation_faq_generation',
|
||||
account: conversation.account
|
||||
).and_call_original
|
||||
|
||||
described_class.new(captain_assistant, conversation).generate_and_deduplicate
|
||||
end
|
||||
|
||||
it 'sends only customer and human support agent messages to the LLM' do
|
||||
create(:message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
|
||||
sender: create(:contact, account: conversation.account), message_type: :incoming,
|
||||
content: 'Customer question')
|
||||
create(:message, :bot_message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
|
||||
content: 'Bot answer that should not become knowledge')
|
||||
create(:message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
|
||||
sender: create(:user, account: conversation.account), message_type: :outgoing,
|
||||
content: 'Human answer')
|
||||
create(:message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
|
||||
sender: create(:user, account: conversation.account), message_type: :outgoing,
|
||||
private: true, content: 'Private note')
|
||||
create(:message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
|
||||
message_type: :activity, content: 'Activity message')
|
||||
|
||||
service.generate_and_deduplicate
|
||||
|
||||
expected_content = satisfy do |content|
|
||||
content.include?('User: Customer question') &&
|
||||
content.include?('Support Agent: Human answer') &&
|
||||
content.exclude?('Bot answer that should not become knowledge') &&
|
||||
content.exclude?('Private note') &&
|
||||
content.exclude?('Activity message')
|
||||
end
|
||||
expect(mock_chat).to have_received(:ask).with(expected_content)
|
||||
end
|
||||
|
||||
it 'keeps external echo outgoing replies from native channels in the LLM transcript' do
|
||||
create(:message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
|
||||
sender: create(:contact, account: conversation.account), message_type: :incoming,
|
||||
content: 'Customer asks in a native channel')
|
||||
create(:message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
|
||||
sender: nil, message_type: :outgoing, content: 'Human replied from the native app',
|
||||
content_attributes: { external_echo: true })
|
||||
|
||||
service.generate_and_deduplicate
|
||||
|
||||
expected_content = satisfy do |content|
|
||||
content.include?('User: Customer asks in a native channel') &&
|
||||
content.include?('Support Agent: Human replied from the native app')
|
||||
end
|
||||
expect(mock_chat).to have_received(:ask).with(expected_content)
|
||||
end
|
||||
|
||||
it 'uses the human-only conversation transcript for instrumentation' do
|
||||
create(:message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
|
||||
sender: create(:contact, account: conversation.account), message_type: :incoming,
|
||||
content: 'Customer asks something')
|
||||
create(:message, :bot_message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
|
||||
content: 'Bot-only answer')
|
||||
create(:message, conversation: conversation, account: conversation.account, inbox: conversation.inbox,
|
||||
sender: create(:user, account: conversation.account), message_type: :outgoing,
|
||||
content: 'Agent gives a public answer')
|
||||
|
||||
expect(service).to receive(:instrument_llm_call) do |params, &block|
|
||||
user_message = params[:messages].find { |message| message[:role] == 'user' }[:content]
|
||||
|
||||
expect(user_message).to include('User: Customer asks something')
|
||||
expect(user_message).to include('Support Agent: Agent gives a public answer')
|
||||
expect(user_message).not_to include('Bot-only answer')
|
||||
|
||||
block.call
|
||||
end
|
||||
|
||||
service.generate_and_deduplicate
|
||||
end
|
||||
|
||||
it 'creates new FAQs for valid conversation content' do
|
||||
expect do
|
||||
service.generate_and_deduplicate
|
||||
|
||||
@@ -25,6 +25,11 @@ RSpec.describe Llm::Models do
|
||||
expect(missing_models).to be_empty, "#{feature_key} references missing models: #{missing_models.join(', ')}"
|
||||
end
|
||||
end
|
||||
|
||||
it 'routes document and conversation FAQ generation independently' do
|
||||
expect(described_class.default_model_for('document_faq_generation')).to eq('gpt-4.1-mini')
|
||||
expect(described_class.default_model_for('conversation_faq_generation')).to eq('gpt-5.2')
|
||||
end
|
||||
end
|
||||
|
||||
describe '.models' do
|
||||
|
||||
Reference in New Issue
Block a user