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<?php
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/**
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* „Meine Woche“: persönliche Kennzahlen eines Mitarbeiters (gelöste Tickets, gesendete Antworten, durchschnittliche Zeit bis zur ersten
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* Antwort, Zufriedenheit der Kunden, Pünktlichkeit). Sichtbar nur für den Mitarbeiter selbst (staff/my_week.php).
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*/
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/** @return array<string,string> */
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function my_week_periods(): array
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{
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return ['week' => 'Diese Woche', 'lastweek' => 'Letzte Woche', 'month' => 'Dieser Monat', 'lastmonth' => 'Letzter Monat'];
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}
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/**
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* Zeitraum und der gleich lange Zeitraum davor (zum Vergleichen).
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* @return array{from:string,to:string,prev_from:string,prev_to:string,label:string}
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*/
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function my_week_range(string $key, ?int $now = null): array
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{
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$now = $now ?? time();
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$labels = my_week_periods();
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if (!isset($labels[$key])) $key = 'week';
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$monday = strtotime('monday this week', $now);
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switch ($key) {
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case 'lastweek':
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$from = strtotime('-7 days', $monday);
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$to = $monday - 1;
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break;
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case 'month':
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$from = strtotime(date('Y-m-01', $now));
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$to = $now;
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break;
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case 'lastmonth':
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$first = strtotime(date('Y-m-01', $now));
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$from = strtotime('-1 month', $first);
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$to = $first - 1;
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break;
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default:
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$from = $monday;
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$to = $now;
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}
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// Vergleichszeitraum nach dem Kalender (nicht in Sekunden): Sommer-/Winterzeit verschiebt sonst die Grenze um eine Stunde
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if ($key === 'week' || $key === 'lastweek') {
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$prevFrom = strtotime('-7 days', $from);
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$prevTo = strtotime('-7 days', $to);
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} elseif ($key === 'month') {
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$prevFrom = strtotime('-1 month', $from);
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$prevTo = min(strtotime('-1 month', $to), $from - 1); // gleich weit in den Vormonat, höchstens bis dessen Ende
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} else {
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$prevFrom = strtotime('-1 month', $from);
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$prevTo = $from - 1;
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}
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$fmt = fn(int $ts) => date('Y-m-d H:i:s', $ts);
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return ['from' => $fmt($from), 'to' => $fmt($to), 'prev_from' => $fmt($prevFrom), 'prev_to' => $fmt($prevTo), 'label' => $labels[$key]];
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}
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/**
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* Kennzahlen eines Mitarbeiters in einem Zeitraum.
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* @return array{resolved:int,replies:int,first_response_seconds:?int,first_response_count:int,csat_avg:?float,csat_count:int,csat_positive:?int,on_time:?int}
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*/
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function my_week_stats(PDO $pdo, int $staffId, string $from, string $to): array
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{
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$one = function (string $sql, array $params) use ($pdo) {
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$s = $pdo->prepare($sql);
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$s->execute($params);
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return $s->fetch(PDO::FETCH_NUM) ?: [];
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};
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// Gelöst/geschlossen und mir zugewiesen; „pünktlich“ = vor Ablauf der Lösungsfrist (oder ohne Frist)
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[$resolved, $onTime] = $one(
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"SELECT COUNT(*), SUM(CASE WHEN resolution_due_at IS NULL OR COALESCE(resolved_at, closed_at) <= resolution_due_at THEN 1 ELSE 0 END)
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FROM tickets WHERE assigned_staff_id = ? AND is_spam = 0 AND status IN ('resolved','closed') AND COALESCE(resolved_at, closed_at) BETWEEN ? AND ?",
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[$staffId, $from, $to]
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) + [0, 0];
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[$replies] = $one(
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"SELECT COUNT(*) FROM ticket_threads WHERE staff_id = ? AND author_type = 'staff' AND is_internal_note = 0 AND created_at BETWEEN ? AND ?",
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[$staffId, $from, $to]
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) + [0];
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// Zeit bis zur ersten Antwort: nur Tickets, deren erste öffentliche Antwort von mir stammt (Arbeitszeit, wenn Geschäftszeiten eingerichtet sind)
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$st = $pdo->prepare(
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"SELECT t.created_at, t.first_responded_at FROM tickets t
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WHERE t.is_spam = 0 AND t.first_responded_at BETWEEN ? AND ?
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AND (SELECT th.staff_id FROM ticket_threads th WHERE th.ticket_id = t.id AND th.author_type = 'staff' AND th.is_internal_note = 0 ORDER BY th.created_at, th.id LIMIT 1) = ?
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ORDER BY t.id DESC LIMIT 500"
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);
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$st->execute([$from, $to, $staffId]);
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$sum = 0; $n = 0;
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foreach ($st->fetchAll() as $r) {
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if (empty($r['created_at']) || empty($r['first_responded_at'])) continue;
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$sum += ticket_sla_working_seconds_between((string) $r['created_at'], (string) $r['first_responded_at']);
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$n++;
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}
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[$csatN, $csatAvg, $csatGood] = $one(
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"SELECT COUNT(*), AVG(rating), SUM(CASE WHEN rating >= 4 THEN 1 ELSE 0 END) FROM ticket_csat
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WHERE staff_id = ? AND rating IS NOT NULL AND answered_at BETWEEN ? AND ?",
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[$staffId, $from, $to]
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) + [0, null, 0];
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return [
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'resolved' => (int) $resolved,
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'replies' => (int) $replies,
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'first_response_seconds' => $n > 0 ? (int) round($sum / $n) : null,
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'first_response_count' => $n,
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'csat_avg' => (int) $csatN > 0 ? round((float) $csatAvg, 2) : null,
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'csat_count' => (int) $csatN,
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'csat_positive' => (int) $csatN > 0 ? (int) round(100 * (int) $csatGood / (int) $csatN) : null,
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'on_time' => (int) $resolved > 0 ? (int) round(100 * (int) $onTime / (int) $resolved) : null,
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];
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}
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/** Was jetzt offen ist (unabhängig vom Zeitraum). @return array{open:int,overdue:int,waiting:int} */
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function my_week_now(PDO $pdo, int $staffId, ?string $now = null): array
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{
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$now = $now ?? db_now();
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$count = function (string $extra, array $params = []) use ($pdo, $staffId): int {
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$s = $pdo->prepare("SELECT COUNT(*) FROM tickets WHERE assigned_staff_id = ? AND is_spam = 0 AND status NOT IN ('resolved','closed'){$extra}");
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$s->execute(array_merge([$staffId], $params));
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return (int) $s->fetchColumn();
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};
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return [
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'open' => $count(''),
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'overdue' => $count(' AND resolution_due_at IS NOT NULL AND resolution_due_at < ?', [$now]),
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'waiting' => $count(" AND status = 'open'"),
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];
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}
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/** Gelöste Tickets je Tag im Zeitraum (für das Balkendiagramm). @return array<string,int> Datum => Anzahl */
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function my_week_per_day(PDO $pdo, int $staffId, string $from, string $to): array
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{
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$out = [];
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for ($d = strtotime(date('Y-m-d', strtotime($from))); $d <= strtotime($to); $d = strtotime('+1 day', $d)) $out[date('Y-m-d', $d)] = 0;
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$s = $pdo->prepare("SELECT COALESCE(resolved_at, closed_at) AS at FROM tickets WHERE assigned_staff_id = ? AND is_spam = 0 AND status IN ('resolved','closed') AND COALESCE(resolved_at, closed_at) BETWEEN ? AND ?");
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$s->execute([$staffId, $from, $to]);
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foreach ($s->fetchAll(PDO::FETCH_COLUMN) as $at) {
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$day = date('Y-m-d', strtotime((string) $at));
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if (isset($out[$day])) $out[$day]++;
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}
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return count($out) > 62 ? array_slice($out, -62, null, true) : $out;
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}
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/** Dauer kurz und lesbar: „2 Std 15 Min“, „40 Min“, „–“. */
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function my_week_fmt_duration(?int $seconds): string
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{
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if ($seconds === null) return '–';
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if ($seconds < 60) return 'unter 1 Min';
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$m = (int) round($seconds / 60);
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if ($m < 60) return $m . ' Min';
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$h = intdiv($m, 60);
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$rest = $m % 60;
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if ($h >= 48) return round($h / 24) . ' Tage';
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return $h . ' Std' . ($rest ? ' ' . $rest . ' Min' : '');
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}
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/**
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* Veränderung zum Zeitraum davor als Text und Richtung (+1 besser, -1 schlechter, 0 gleich/unbekannt).
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* @return array{text:string,trend:int}
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*/
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function my_week_delta(?float $now, ?float $before, bool $lowerIsBetter = false, string $unit = ''): array
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{
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if ($now === null || $before === null) return ['text' => 'kein Vergleich', 'trend' => 0];
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$diff = $now - $before;
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if (abs($diff) < 0.005) return ['text' => 'wie davor', 'trend' => 0];
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$good = $lowerIsBetter ? $diff < 0 : $diff > 0;
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$num = abs($diff) >= 10 || floor(abs($diff)) === abs($diff) ? (string) round(abs($diff)) : number_format(abs($diff), 1, ',', '');
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return ['text' => ($diff > 0 ? '▲ ' : '▼ ') . $num . $unit . ' zum Zeitraum davor', 'trend' => $good ? 1 : -1];
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}
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