fix: Count queue time up to closedAt on closed rooms (#29842)

Co-authored-by: Aleksander Nicacio da Silva <6494543+aleksandernsilva@users.noreply.github.com>
RocketChat · Aug 28, 2023 · 470c29d · 470c29d
1 parent 5832be2
commit 470c29d
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Showing 4 changed files with 43 additions and 12 deletions.
diff --git a/.changeset/bright-snakes-vanish.md b/.changeset/bright-snakes-vanish.md
@@ -0,0 +1,9 @@
+---
+"@rocket.chat/meteor": patch
+---
+
+Fixed an issue causing `queue time` to be calculated from current time when a room was closed without being served.
+Now:
+- For served rooms: queue time = servedBy time - queuedAt
+- For not served, but open rooms = now - queuedAt
+- For not served and closed rooms = closedAt - queuedAt
diff --git a/apps/meteor/client/views/omnichannel/directory/chats/contextualBar/ChatInfo.js b/apps/meteor/client/views/omnichannel/directory/chats/contextualBar/ChatInfo.js
@@ -3,7 +3,7 @@ import { useMutableCallback } from '@rocket.chat/fuselage-hooks';
 import { useToastMessageDispatch, useRoute, useUserSubscription, useTranslation, usePermission } from '@rocket.chat/ui-contexts';
 import { Meteor } from 'meteor/meteor';
 import moment from 'moment';
-import React, { useEffect, useState } from 'react';
+import React, { useEffect, useMemo, useState } from 'react';
 
 import { ContextualbarScrollableContent, ContextualbarFooter } from '../../../../../components/Contextualbar';
 import { useEndpointData } from '../../../../../hooks/useEndpointData';
@@ -16,6 +16,7 @@ import Label from '../../../components/Label';
 import { AgentField, SlaField, ContactField, SourceField } from '../../components';
 import PriorityField from '../../components/PriorityField';
 import { useOmnichannelRoomInfo } from '../../hooks/useOmnichannelRoomInfo';
+import { formatQueuedAt } from '../../utils/formatQueuedAt';
 import DepartmentField from './DepartmentField';
 import VisitorClientInfo from './VisitorClientInfo';
 
@@ -57,6 +58,8 @@ function ChatInfo({ id, route }) {
 	const visitorId = v?._id;
 	const queueStartedAt = queuedAt || ts;
 
+	const queueTime = useMemo(() => formatQueuedAt(room), [room]);
+
 	useEffect(() => {
 		if (allCustomFields) {
 			const { customFields: customFieldsAPI } = allCustomFields;
@@ -124,11 +127,7 @@ function ChatInfo({ id, route }) {
 					{queueStartedAt && (
 						<Field>
 							<Label>{t('Queue_Time')}</Label>
-							{servedBy ? (
-								<Info>{moment(servedBy.ts).from(moment(queueStartedAt), true)}</Info>
-							) : (
-								<Info>{moment(queueStartedAt).fromNow(true)}</Info>
-							)}
+							<Info>{queueTime}</Info>
 						</Field>
 					)}
 					{closedAt && (

diff --git a/apps/meteor/client/views/omnichannel/directory/chats/contextualBar/ChatInfoDirectory.js b/apps/meteor/client/views/omnichannel/directory/chats/contextualBar/ChatInfoDirectory.js
@@ -3,7 +3,7 @@ import { useMutableCallback } from '@rocket.chat/fuselage-hooks';
 import { useToastMessageDispatch, useRoute, useUserSubscription, useTranslation } from '@rocket.chat/ui-contexts';
 import { Meteor } from 'meteor/meteor';
 import moment from 'moment';
-import React, { useEffect, useState } from 'react';
+import React, { useEffect, useMemo, useState } from 'react';
 
 import { hasPermission } from '../../../../../../app/authorization/client';
 import { ContextualbarScrollableContent, ContextualbarFooter } from '../../../../../components/Contextualbar';
@@ -16,6 +16,7 @@ import Info from '../../../components/Info';
 import Label from '../../../components/Label';
 import { AgentField, ContactField, SlaField } from '../../components';
 import PriorityField from '../../components/PriorityField';
+import { formatQueuedAt } from '../../utils/formatQueuedAt';
 import DepartmentField from './DepartmentField';
 import VisitorClientInfo from './VisitorClientInfo';
 
@@ -52,6 +53,8 @@ function ChatInfoDirectory({ id, route = undefined, room }) {
 	const visitorId = v?._id;
 	const queueStartedAt = queuedAt || ts;
 
+	const queueTime = useMemo(() => formatQueuedAt(room), [room]);
+
 	const dispatchToastMessage = useToastMessageDispatch();
 	useEffect(() => {
 		if (allCustomFields) {
@@ -120,11 +123,7 @@ function ChatInfoDirectory({ id, route = undefined, room }) {
 					{queueStartedAt && (
 						<Field>
 							<Label>{t('Queue_Time')}</Label>
-							{servedBy ? (
-								<Info>{moment(servedBy.ts).from(moment(queueStartedAt), true)}</Info>
-							) : (
-								<Info>{moment(queueStartedAt).fromNow(true)}</Info>
-							)}
+							{queueTime}
 						</Field>
 					)}
 					{closedAt && (

diff --git a/apps/meteor/client/views/omnichannel/directory/utils/formatQueuedAt.ts b/apps/meteor/client/views/omnichannel/directory/utils/formatQueuedAt.ts
@@ -0,0 +1,24 @@
+import type { IOmnichannelRoom } from '@rocket.chat/core-typings';
+import moment from 'moment';
+
+export const formatQueuedAt = (room: IOmnichannelRoom) => {
+	const { servedBy, closedAt, open, queuedAt, ts } = room || {};
+	const queueStartedAt = queuedAt || ts;
+
+	// Room served
+	if (servedBy) {
+		return moment(servedBy.ts).from(moment(queueStartedAt), true);
+	}
+
+	// Room open and not served
+	if (open) {
+		return moment(queueStartedAt).fromNow(true);
+	}
+
+	// Room closed and not served
+	if (closedAt && queueStartedAt) {
+		return moment(closedAt).from(moment(queueStartedAt), true);
+	}
+
+	return '';
+};