[NEW][ENTERPRISE] Omnichannel Last-Chatted Agent Preferred option

app/livechat/server/lib/Livechat.js

@@ -117,8 +117,9 @@ export const Livechat = {
 		}
 
 		if (room == null) {
+			const defaultAgent = callbacks.run('livechat.checkDefaultAgentOnNewRoom', agent, guest);
 			// if no department selected verify if there is at least one active and pick the first
-			if (!agent && !guest.department) {
+			if (!defaultAgent && !guest.department) {
 				const department = this.getRequiredDepartment();
 
 				if (department) {
@@ -127,7 +128,7 @@ export const Livechat = {
 			}
 
 			// delegate room creation to QueueManager
-			room = await QueueManager.requestRoom({ guest, message, roomInfo, agent, extraData });
+			room = await QueueManager.requestRoom({ guest, message, roomInfo, agent: defaultAgent, extraData });
 			newRoom = true;
 		}
 

app/livechat/server/lib/RoutingManager.js

@@ -145,7 +145,7 @@ export const RoutingManager = {
 		LivechatInquiry.takeInquiry(_id);
 		const inq = this.assignAgent(inquiry, agent);
 
-		callbacks.run('livechat.afterTakeInquiry', inq);
+		callbacks.runAsync('livechat.afterTakeInquiry', inq, agent);
 
 		return LivechatRooms.findOneById(rid);
 	},

app/models/server/models/LivechatInquiry.js

@@ -45,6 +45,7 @@ export class LivechatInquiry extends Base {
 			_id: inquiryId,
 		}, {
 			$set: { status: 'taken' },
+			$unset: { defaultAgent: 1 },
 		});
 	}
 
@@ -62,11 +63,14 @@ export class LivechatInquiry extends Base {
 	/*
 	* mark inquiry as queued
 	*/
-	queueInquiry(inquiryId) {
+	queueInquiry(inquiryId, defaultAgent) {
 		return this.update({
 			_id: inquiryId,
 		}, {
-			$set: { status: 'queued' },
+			$set: {
+				status: 'queued',
+				...defaultAgent && { defaultAgent },
+			},
 		});
 	}
 
@@ -180,6 +184,14 @@ export class LivechatInquiry extends Base {
 		return collectionObj.aggregate(aggregate).toArray();
 	}
 
+	removeDefaultAgentById(inquiryId) {
+		this.update({
+			_id: inquiryId,
+		}, {
+			$unset: { defaultAgent: 1 },
+		});
+	}
+
 	/*
 	* remove the inquiry by roomId
 	*/

app/models/server/models/LivechatRooms.js

@@ -164,6 +164,18 @@ export class LivechatRooms extends Base {
 		return this.findOne(query, options);
 	}
 
+	findLastServedAndClosedByVisitorToken(visitorToken, options = {}) {
+		const query = {
+			t: 'l',
+			'v.token': visitorToken,
+			closedAt: { $exists: true },
+			servedBy: { $exists: true },
+		};
+
+		options.sort = { closedAt: -1 };
+		return this.findOne(query, options);
+	}
+
 	findOneByVisitorToken(visitorToken, fields) {
 		const options = {};
 

app/models/server/models/LivechatVisitors.js

@@ -78,6 +78,20 @@ export class LivechatVisitors extends Base {
 		return this.update(query, update);
 	}
 
+	updateLastAgentByToken(token, lastAgent) {
+		const query = {
+			token,
+		};
+
+		const update = {
+			$set: {
+				lastAgent,
+			},
+		};
+
+		return this.update(query, update);
+	}
+
 	/**
 	 * Find a visitor by their phone number
 	 * @return {object} User from db

app/models/server/models/Users.js

@@ -124,10 +124,10 @@ export class Users extends Base {
 		return this.findOne(query);
 	}
 
-	findOneOnlineAgentByUsername(username) {
+	findOneOnlineAgentByUsername(username, options) {
 		const query = queryStatusAgentOnline({ username });
 
-		return this.findOne(query);
+		return this.findOne(query, options);
 	}
 
 	findOneOnlineAgentById(_id) {

ee/app/livechat-enterprise/server/hooks/beforeRoutingChat.js

@@ -3,7 +3,7 @@ import { settings } from '../../../../../app/settings';
 import { LivechatInquiry } from '../../../../../app/models/server';
 import { dispatchInquiryPosition, checkWaitingQueue } from '../lib/Helper';
 
-callbacks.add('livechat.beforeRouteChat', async (inquiry) => {
+callbacks.add('livechat.beforeRouteChat', async (inquiry, agent) => {
 	if (!settings.get('Livechat_waiting_queue')) {
 		return inquiry;
 	}
@@ -18,7 +18,7 @@ callbacks.add('livechat.beforeRouteChat', async (inquiry) => {
 		return inquiry;
 	}
 
-	LivechatInquiry.queueInquiry(_id);
+	LivechatInquiry.queueInquiry(_id, agent);
 
 	const [inq] = await LivechatInquiry.getCurrentSortedQueueAsync({ _id });
 	if (inq) {

ee/app/livechat-enterprise/server/hooks/checkAgentBeforeTakeInquiry.js

@@ -34,9 +34,12 @@ callbacks.add('livechat.checkAgentBeforeTakeInquiry', async (agent, inquiry) =>
 
 	const { queueInfo: { chats = 0 } = {} } = user;
 	if (maxNumberSimultaneousChat <= chats) {
+		callbacks.run('livechat.onMaxNumberSimultaneousChatsReached', inquiry, agent);
+
 		if (!RoutingManager.getConfig().autoAssignAgent) {
 			throw new Meteor.Error('error-max-number-simultaneous-chats-reached', 'Not allowed');
 		}
+
 		return null;
 	}
 	return agent;

ee/app/livechat-enterprise/server/hooks/checkDefaultAgentOnNewRoom.js

@@ -0,0 +1,36 @@
+import { callbacks } from '../../../../../app/callbacks';
+import { RoutingManager } from '../../../../../app/livechat/server/lib/RoutingManager';
+import { settings } from '../../../../../app/settings';
+import { LivechatRooms, LivechatVisitors, Users } from '../../../../../app/models/server';
+
+callbacks.add('livechat.checkDefaultAgentOnNewRoom', (defaultAgent, defaultGuest) => {
+	if (defaultAgent || !defaultGuest) {
+		return defaultAgent;
+	}
+
+	if (!RoutingManager.getConfig().autoAssignAgent) {
+		return defaultAgent;
+	}
+
+	if (!settings.get('Livechat_last_chatted_agent_routing')) {
+		return defaultAgent;
+	}
+
+	const { _id: guestId } = defaultGuest;
+	const guest = LivechatVisitors.findOneById(guestId, { fields: { lastAgent: 1 } });
+	const { lastAgent: { username: usernameByVisitor } = {}, token } = guest;
+
+	const lastGuestAgent = usernameByVisitor && Users.findOneOnlineAgentByUsername(usernameByVisitor, { fields: { _id: 1, username: 1 } });
+	if (lastGuestAgent) {
+		return lastGuestAgent;
+	}
+
+	const room = LivechatRooms.findLastServedAndClosedByVisitorToken(token, { fields: { servedBy: 1 } });
+	if (!room || !room.servedBy) {
+		return defaultAgent;
+	}
+
+	const { servedBy: { username: usernameByRoom } } = room;
+	const lastRoomAgent = Users.findOneOnlineAgentByUsername(usernameByRoom, { fields: { _id: 1, username: 1 } });
+	return lastRoomAgent || defaultAgent;
+}, callbacks.priority.MEDIUM, 'livechat-check-default-agent-new-room');

ee/app/livechat-enterprise/server/hooks/onMaxNumberSimultaneousChatsReached.js

@@ -0,0 +1,32 @@
+import { callbacks } from '../../../../../app/callbacks';
+import { RoutingManager } from '../../../../../app/livechat/server/lib/RoutingManager';
+import { settings } from '../../../../../app/settings';
+import { LivechatInquiry } from '../../../../../app/models/server';
+import { checkWaitingQueue } from '../lib/Helper';
+
+callbacks.add('livechat.onMaxNumberSimultaneousChatsReached', (inquiry, agent) => {
+	if (!inquiry || !inquiry.defaultAgent) {
+		return inquiry;
+	}
+
+	if (!RoutingManager.getConfig().autoAssignAgent) {
+		return inquiry;
+	}
+
+	if (!settings.get('Livechat_last_chatted_agent_routing')) {
+		return inquiry;
+	}
+
+	const { _id, defaultAgent, department } = inquiry;
+
+	LivechatInquiry.removeDefaultAgentById(_id);
+
+	const { _id: defaultAgentId } = defaultAgent;
+	const { agentId } = agent;
+
+	if (defaultAgentId === agentId) {
+		checkWaitingQueue(department);
+	}
+
+	return LivechatInquiry.findOneById(_id);
+}, callbacks.priority.MEDIUM, 'livechat-on-max-number-simultaneous-chats-reached');

ee/app/livechat-enterprise/server/hooks/saveDefaultAgentAfterTakeInquiry.js

@@ -0,0 +1,28 @@
+import { callbacks } from '../../../../../app/callbacks';
+import { settings } from '../../../../../app/settings';
+import { RoutingManager } from '../../../../../app/livechat/server/lib/RoutingManager';
+import { LivechatVisitors } from '../../../../../app/models/server';
+
+callbacks.add('livechat.afterTakeInquiry', (inquiry, agent) => {
+	if (!inquiry || !agent) {
+		return inquiry;
+	}
+
+	if (!RoutingManager.getConfig().autoAssignAgent) {
+		return inquiry;
+	}
+
+	if (!settings.get('Livechat_last_chatted_agent_routing')) {
+		return inquiry;
+	}
+
+	const { v: { token } = {} } = inquiry;
+	if (!token) {
+		return inquiry;
+	}
+
+	const { agentId: _id, username } = agent;
+	LivechatVisitors.updateLastAgentByToken(token, { _id, username, ts: new Date() });
+
+	return inquiry;
+}, callbacks.priority.MEDIUM, 'livechat-save-default-agent-after-take-inquiry');

ee/app/livechat-enterprise/server/index.js

@@ -27,11 +27,14 @@ import './hooks/beforeNewInquiry';
 import './hooks/beforeNewRoom';
 import './hooks/beforeRoutingChat';
 import './hooks/checkAgentBeforeTakeInquiry';
+import './hooks/checkDefaultAgentOnNewRoom';
 import './hooks/onCheckRoomParamsApi';
 import './hooks/onLoadConfigApi';
+import './hooks/onMaxNumberSimultaneousChatsReached';
 import './hooks/onSetUserStatusLivechat';
 import './hooks/onCloseLivechat';
 import './hooks/onSaveVisitorInfo';
+import './hooks/saveDefaultAgentAfterTakeInquiry';
 import './lib/routing/LoadBalancing';
 import { onLicense } from '../../license/server';
 

ee/app/livechat-enterprise/server/lib/Helper.js

@@ -94,13 +94,23 @@ export const dispatchWaitingQueueStatus = async (department) => {
 	});
 };
 
+const normalizeDefaultAgent = (agent) => {
+	if (!agent) {
+		return;
+	}
+
+	const { _id: agentId, username } = agent;
+	return { agentId, username };
+};
+
 const processWaitingQueue = async (department) => {
 	const inquiry = LivechatInquiry.getNextInquiryQueued(department);
 	if (!inquiry) {
 		return;
 	}
 
-	const room = await RoutingManager.delegateInquiry(inquiry);
+	const { defaultAgent } = inquiry;
+	const room = await RoutingManager.delegateInquiry(inquiry, normalizeDefaultAgent(defaultAgent));
 
 	const propagateAgentDelegated = Meteor.bindEnvironment((rid, agentId) => {
 		dispatchAgentDelegated(rid, agentId);

ee/app/livechat-enterprise/server/settings.js

@@ -51,5 +51,12 @@ export const createSettings = () => {
 		enableQuery: { _id: 'Livechat_auto_close_abandoned_rooms', value: true },
 	});
 
+	settings.add('Livechat_last_chatted_agent_routing', false, {
+		type: 'boolean',
+		group: 'Omnichannel',
+		section: 'Routing',
+		enableQuery: { _id: 'Livechat_Routing_Method', value: { $ne: 'Manual_Selection' } },
+	});
+
 	Settings.addOptionValueById('Livechat_Routing_Method', { key: 'Load_Balancing', i18nLabel: 'Load_Balancing' });
 };

ee/i18n/en.i18n.json

@@ -34,6 +34,8 @@
   "List_of_departments_for_forward": "List of departments allowed for forwarding (Optional)",
   "List_of_departments_for_forward_description": "Allow to set a restricted list of departments that can receive chats from this department",
   "Livechat_abandoned_rooms_closed_custom_message": "Custom message when room is automatically closed by visitor inactivity",
+  "Livechat_last_chatted_agent_routing": "Last-Chatted Agent Preferred",
+  "Livechat_last_chatted_agent_routing_Description": "The Last-Chatted Agent setting allocates chats to the agent who previously interacted with the same visitor if the agent is available when the chat starts.",
   "Livechat_Monitors": "Monitors",
   "Livechat_monitors": "Livechat monitors",
   "Max_number_of_chats_per_agent": "Max. number of simultaneous chats",

ee/i18n/pt-BR.i18n.json

@@ -26,6 +26,8 @@
   "List_of_departments_for_forward": "Lista de departamentos permitidos para o encaminhamento(Opcional).",
   "List_of_departments_for_forward_description": "Permite definir uma lista restrita de departamentos que podem receber conversas desse departamento.",
   "Livechat_abandoned_rooms_closed_custom_message": "Mensagem customizada para usar quando a sala for automaticamente fechada por abandono do visitante",
+  "Livechat_last_chatted_agent_routing": "Agente preferido pela última conversa",
+  "Livechat_last_chatted_agent_routing_Description": "Agente preferido pela última conversa aloca bate-papos para o agente que interagiu anteriormente com o mesmo visitante, caso o agente esteja disponível quando o bate-papo for iniciado.",
   "Livechat_Monitors": "Monitores",
   "Livechat_monitors": "Monitores de Livechat",
   "Max_number_of_chats_per_agent": "Número máximo de atendimentos simultâneos",