├── .gitignore ├── LICENSE ├── README.md ├── functions ├── realtimestats-deleteSyncMap.js └── realtimestats-updateQueueStatistics.js ├── package-lock.json ├── package.json ├── public ├── appConfig.example.js ├── index.html ├── plugins.json └── plugins.local.build.json ├── screenshots ├── stats-view.gif └── stats-view.png └── src ├── FlexRealtimeStatsDashboardPlugin.js ├── components └── RealTimeStats │ ├── CumulativeStatsCard │ ├── CumulativeStatsCard.js │ └── index.js │ ├── MainView │ ├── MainView.js │ └── index.js │ ├── QueueRow │ ├── QueueRow.js │ └── index.js │ └── RealTimeStatsCard │ ├── RealTimeStatsCard.js │ └── index.js ├── index.js └── notifications └── CustomNotifications.js /.gitignore: -------------------------------------------------------------------------------- 1 | # Logs 2 | logs 3 | *.log 4 | npm-debug.log* 5 | yarn-debug.log* 6 | yarn-error.log* 7 | .DS_Store 8 | 9 | # Runtime data 10 | pids 11 | *.pid 12 | *.seed 13 | *.pid.lock 14 | 15 | # Directory for instrumented libs generated by jscoverage/JSCover 16 | lib-cov 17 | 18 | # Coverage directory used by tools like istanbul 19 | coverage 20 | 21 | # nyc test coverage 22 | .nyc_output 23 | 24 | # Grunt intermediate storage (http://gruntjs.com/creating-plugins#storing-task-files) 25 | .grunt 26 | 27 | # Bower dependency directory (https://bower.io/) 28 | bower_components 29 | 30 | # node-waf configuration 31 | .lock-wscript 32 | 33 | # Compiled binary addons (https://nodejs.org/api/addons.html) 34 | build/Release 35 | 36 | # Dependency directories 37 | node_modules/ 38 | jspm_packages/ 39 | 40 | # TypeScript v1 declaration files 41 | typings/ 42 | 43 | # Optional npm cache directory 44 | .npm 45 | 46 | # Optional eslint cache 47 | .eslintcache 48 | 49 | # Optional REPL history 50 | .node_repl_history 51 | 52 | # Output of 'npm pack' 53 | *.tgz 54 | 55 | # Yarn Integrity file 56 | .yarn-integrity 57 | 58 | # dotenv environment variables file 59 | .env 60 | 61 | # next.js build output 62 | .next 63 | 64 | # Flex related ignore 65 | appConfig.js 66 | build/ 67 | -------------------------------------------------------------------------------- /LICENSE: -------------------------------------------------------------------------------- 1 | Apache License 2 | Version 2.0, January 2004 3 | http://www.apache.org/licenses/ 4 | 5 | TERMS AND CONDITIONS FOR USE, REPRODUCTION, AND DISTRIBUTION 6 | 7 | 1. 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The backend service can poll the statistics APIs and then clients can subscribe to the updates via a websocket managed by the backend. In a large system this could scale out using a persistence layer that stores the updates with multiple nodes providing access to websockets that retrieve from this persistence layer. 4 | 5 | The backend system is available [here](https://github.com/twilio-labs/twilio-flex-sample-backend) and can rapidly be deployed to Heroku using the link provided or setup locally with ngrok. 6 | 7 | It also supports toggling to a twilio functions and twilio sync "backend" instead of the websocket backend, but this is less scalable and doesn't support reliable continuous updates for task aging. At most it will support 20 queues with no channel specific data, or 5 queues with channel specific data for voice, chat, video and all channels (5x4=20). The limit is enforced by the concurrent updates that can be pushed to the sync service. 8 | 9 | # screenshot 10 | 11 | ![alt text](https://github.com/twilio-labs/plugin-flex-realtime-stats-dashboard/blob/master/screenshots/stats-view.gif) 12 | 13 | # use 14 | 15 | This plugin can be used with either 16 | (a) A custom backend solution written in node.js that supports a websocket with authentication - this design is suitable for production but relies on the provided backend being available 17 | 18 | (b) twilio functions and twilio sync - this has scalability limitations and without an external scheduler can't ensure changes to dashboard as tasks age - this is not suitable for production without an external scheduler instead of task router event call back 19 | 20 | # Setting up with a custom backend (recommended) 21 | 22 | 1. Create backend system by following the instructions provided [here](https://github.com/twilio-labs/twilio-flex-sample-backend/blob/master/README.md) 23 | 2. Create a clone of this repository and update 24 | - the line referencing the [backend](https://github.com/twilio-labs/plugin-flex-realtime-stats-dashboard/blob/eea37c0a838c5e0f60a20098cc67002b3b8444af/src/FlexRealtimeStatsDashboardPlugin.js#L13) 25 | 3. Run `npm install` 26 | 4. Create your own public/appConfig.js based on the public/appConfig.example.js and include your own account number 27 | 5. Run `npm start` 28 | 29 | # Setting up with Twilio Functions and Twilio Sync 30 | 31 | 1. Create a twilio function on your flex twilio account and name it realtimestats-updateQueueStatistics. Copy the contents of [this](https://github.com/twilio-labs/plugin-flex-realtime-stats-dashboard/blob/master/functions/realtimestats-updateQueueStatistics.js) function into it 32 | - Uncheck the box that says "Check for valid Twilio Signature" and save it. 33 | - You should now have a function path like https://\/realtimestats-updateQueueStatistics 34 | 2. Execute your function from the browser with the parameter checkMap=true 35 | e.g. https://\/realtimestats-updateQueueStatistics?checkMap=true 36 | - you can now optionally enable "check for valid twilio signature" again 37 | 3. Head to twilio/console -> task router -> select your flex workspace -> select settings 38 | - Under "EVENT CALLBACK URL" copy the path of your twilio function e.g. 39 | https://\/realtimestats-updateQueueStatistics 40 | - Select all call back events 41 | - Save 42 | 4. Create a clone of this repository and update the variable USE_TWILIO_FUNCTIONS to true, this is in FlexRealTimeStatsDashboardPlugin.js 43 | 5. Run `npm install` 44 | 6. Create your own public/appConfig.js based on the public/appConfig.example.js and include your own account number 45 | 7. Run `npm start` 46 | 47 | # change log 48 | 49 | v1.2 - updated to support optional use of twilio functions with sync map instead of a backend. 50 | 51 | v1.1 - updated to flexui 1.9.1, fixed bug where adding a queue caused a fatal error 52 | 53 | v1.0 - initial release with flex-ui 1.8.2 (material-ui v 1.5.2) 54 | 55 | ## Code of Conduct 56 | 57 | Please be aware that this project has a [Code of Conduct](https://github.com/twilio-labs/.github/blob/master/CODE_OF_CONDUCT.md). The tldr; is to just be excellent to each other ❤️ 58 | 59 | # TODOs 60 | -------------------------------------------------------------------------------- /functions/realtimestats-deleteSyncMap.js: -------------------------------------------------------------------------------- 1 | /* 2 | * Written By: Jared Hunter 3 | * 4 | * This function was written as a convenience function for tidying up a sync map 5 | * e.g 6 | * https://domain-runtime/realtimestats-deleteSyncMap?syncMapName=queueStats 7 | * 8 | * DEPENDENCIES: After creating function ensure environment variable is added 9 | * TWILIO_FLEX_WORKSPACE_SID assign the value of your flex workspace 10 | * TWILIO_FLEX_SYNC_SID assign the value of the sync service to map stats 11 | */ 12 | 13 | exports.handler = function(context, event, callback) { 14 | const client = context.getTwilioClient(); 15 | const syncService = client.sync.services(context.TWILIO_FLEX_SYNC_SID); 16 | const response = new Twilio.Response(); 17 | var errorMessages; 18 | 19 | response.appendHeader("Access-Control-Allow-Origin", "*"); 20 | response.appendHeader("Access-Control-Allow-Methods", "OPTIONS POST"); 21 | response.appendHeader("Content-Type", "application/json"); 22 | response.appendHeader("Access-Control-Allow-Headers", "Content-Type"); 23 | 24 | const validateParameters = function(context, event) { 25 | errorMessages = ""; 26 | errorMessages += context.TWILIO_FLEX_WORKSPACE_SID 27 | ? "" 28 | : "Missing TWILIO_FLEX_WORKSPACE_SID from context environment variables, "; 29 | errorMessages += context.TWILIO_FLEX_SYNC_SID 30 | ? "" 31 | : "Missing TWILIO_FLEX_SYNC_SID from context environment variables"; 32 | errorMessages += event.syncMapName 33 | ? "" 34 | : "Missing parameter syncMapName: name of syncMap to delete"; 35 | 36 | if (errorMessages === "") { 37 | return true; 38 | } else { 39 | return false; 40 | } 41 | }; 42 | 43 | //log function parameters 44 | const entries = Object.entries(event); 45 | 46 | for (const [field, value] of entries) { 47 | console.log(`${field}, ${value}`); 48 | } 49 | 50 | if (validateParameters(context, event)) { 51 | syncService 52 | .syncMaps(event.syncMapName) 53 | .remove() 54 | .then(map => { 55 | console.log("Succesfully deleted map: " + event.syncMapName); 56 | response.setBody({ success: true }); 57 | callback(null, response); 58 | }) 59 | .catch(error => { 60 | console.log("error deleting map: " + event.syncMapName); 61 | response.setBody(error); 62 | callback(null, response); 63 | }); 64 | } else { 65 | callback(null, { success: false, message: errorMessages }); 66 | } 67 | }; 68 | -------------------------------------------------------------------------------- /functions/realtimestats-updateQueueStatistics.js: -------------------------------------------------------------------------------- 1 | /* 2 | * Written By: Jared Hunter 3 | * 4 | * This function was written to list all queue stats for a flex workspace 5 | * and push them to a sync map 6 | * 7 | * on first run execute function with parameter checkMap=true e.g. 8 | * 9 | * https:///realtimestats-updateQueueStatistics?checkMap=true 10 | * 11 | * DEPENDENCIES: After creating function ensure environment variable is added 12 | * TWILIO_FLEX_WORKSPACE_SID assign the value of your flex workspace 13 | * TWILIO_FLEX_SYNC_SID assign the value of the sync service to map stats 14 | */ 15 | 16 | exports.handler = function(context, event, callback) { 17 | const client = context.getTwilioClient(); 18 | const syncService = client.sync.services(context.TWILIO_FLEX_SYNC_SID); 19 | const response = new Twilio.Response(); 20 | const MAP_NAME = "queueStats"; 21 | var errorMessages; 22 | 23 | response.appendHeader("Access-Control-Allow-Origin", "*"); 24 | response.appendHeader("Access-Control-Allow-Methods", "OPTIONS POST"); 25 | response.appendHeader("Content-Type", "application/json"); 26 | response.appendHeader("Access-Control-Allow-Headers", "Content-Type"); 27 | 28 | const validateParameters = function(context, event) { 29 | errorMessages = ""; 30 | errorMessages += context.TWILIO_FLEX_WORKSPACE_SID 31 | ? "" 32 | : "Missing TWILIO_FLEX_WORKSPACE_SID from context environment variables, "; 33 | errorMessages += context.TWILIO_FLEX_SYNC_SID 34 | ? "" 35 | : "Missing TWILIO_FLEX_SYNC_SID from context environment variables"; 36 | 37 | if (errorMessages === "") { 38 | return true; 39 | } else { 40 | return false; 41 | } 42 | }; 43 | 44 | const ensureSyncMapExists = function() { 45 | return new Promise(function(resolve, reject) { 46 | if (event.checkMap == "true") { 47 | syncService 48 | .syncMaps(MAP_NAME) 49 | .fetch() 50 | .then(() => { 51 | console.log("sync map existence confirmed"), resolve(); 52 | }) 53 | .catch(err => { 54 | console.log(err.message); 55 | console.log("creating sync map %s", MAP_NAME); 56 | syncService.syncMaps 57 | .create({ uniqueName: MAP_NAME }) 58 | .then(sync_map => { 59 | console.log("sync map crated: " + sync_map.sid); 60 | resolve(); 61 | }) 62 | .catch(err => { 63 | console.log(err.message); 64 | resolve(); 65 | }); 66 | }); 67 | } else { 68 | console.log("skipped check map"); 69 | resolve(); 70 | } 71 | }); 72 | }; 73 | 74 | function listQueues(twilioClient) { 75 | return new Promise(function(resolve, reject) { 76 | twilioClient.taskrouter 77 | .workspaces(process.env.TWILIO_FLEX_WORKSPACE_SID) 78 | .taskQueues.list() 79 | .then(result => { 80 | var queueArray = []; 81 | result.forEach(arrayItem => { 82 | queueArray.push({ 83 | sid: arrayItem.sid, 84 | friendlyName: arrayItem.friendlyName 85 | }); 86 | }); 87 | resolve({ success: true, queueArray: queueArray }); 88 | }) 89 | .catch(err => { 90 | console.log("err message: ", err.message); 91 | resolve({ success: false, message: err.message }); 92 | }); 93 | }); 94 | } 95 | 96 | function populateRealTimeStatsForQueueItem( 97 | twilioClient, 98 | queueItem, 99 | taskChannel 100 | ) { 101 | return new Promise(function(resolve, reject) { 102 | twilioClient.taskrouter 103 | .workspaces(process.env.TWILIO_FLEX_WORKSPACE_SID) 104 | .taskQueues(queueItem.sid) 105 | .realTimeStatistics() 106 | .fetch({ taskChannel: taskChannel ? taskChannel : undefined }) 107 | .then(result => { 108 | taskChannel = !taskChannel ? "all" : taskChannel; 109 | var realTimeStats = minimizeRealTimeStats(result); 110 | queueItem["realTimeStats_" + taskChannel] = realTimeStats; 111 | resolve(queueItem); 112 | }) 113 | .catch(err => { 114 | queueItem.realTimeStatsMessage = err.message; 115 | resolve(queueItem); 116 | }); 117 | }); 118 | } 119 | 120 | function populateCumulativeStatsForQueueItem( 121 | twilioClient, 122 | queueItem, 123 | taskChannel 124 | ) { 125 | var todaysDate = new Date(); 126 | todaysDate.setHours(0, 0, 0, 0); 127 | return new Promise(function(resolve, reject) { 128 | twilioClient.taskrouter 129 | .workspaces(process.env.TWILIO_FLEX_WORKSPACE_SID) 130 | .taskQueues(queueItem.sid) 131 | .cumulativeStatistics() 132 | .fetch({ 133 | taskChannel: taskChannel ? taskChannel : undefined, 134 | startDate: todaysDate, 135 | splitByWaitTime: "30,60,120" 136 | }) 137 | .then(result => { 138 | taskChannel = !taskChannel ? "all" : taskChannel; 139 | queueItem["cumulativeStats_" + taskChannel] = minimizeCumulativeStats( 140 | result 141 | ); 142 | resolve(queueItem); 143 | }) 144 | .catch(err => { 145 | queueItem.cumulativeStatsMessage = err.message; 146 | resolve(queueItem); 147 | }); 148 | }); 149 | } 150 | 151 | function minimizeRealTimeStats(realTimeStats) { 152 | if (realTimeStats) { 153 | var result = {}; 154 | result.activityStatistics = []; 155 | 156 | realTimeStats.activityStatistics.forEach(activity => { 157 | result.activityStatistics.push({ 158 | friendly_name: activity.friendly_name, 159 | workers: activity.workers 160 | }); 161 | }); 162 | 163 | result.oldestTask = realTimeStats.longestTaskWaitingAge; 164 | result.tasksByPriority = realTimeStats.tasksByPriority; 165 | result.tasksByStatus = realTimeStats.tasksByStatus; 166 | result.availableWorkers = realTimeStats.totalAvailableWorkers; 167 | result.eligibleWorkers = realTimeStats.totalEligibleWorkers; 168 | result.totalTasks = realTimeStats.totalTasks; 169 | 170 | return result; 171 | } else { 172 | return null; 173 | } 174 | } 175 | 176 | function minimizeCumulativeStats(cumulativeStatistics) { 177 | if (cumulativeStatistics) { 178 | var minimizedCumulativeStats = { 179 | rCreated: cumulativeStatistics.reservationsCreated, 180 | rRej: cumulativeStatistics.reservationsRejected, 181 | rAccepted: cumulativeStatistics.reservationsAccepted, 182 | rTimedOut: cumulativeStatistics.reservationsTimedOut, 183 | rCancel: cumulativeStatistics.reservationsCanceled, 184 | rRescind: cumulativeStatistics.reservationsRescinded, 185 | 186 | tCompl: cumulativeStatistics.tasksCompleted, 187 | tMoved: cumulativeStatistics.tasksMoved, 188 | tEnter: cumulativeStatistics.tasksEntered, 189 | tCanc: cumulativeStatistics.tasksCanceled, 190 | tDel: cumulativeStatistics.tasksDeleted, 191 | 192 | waitUntilCancel: cumulativeStatistics.waitDurationUntilCanceled, 193 | waitUntilAccept: cumulativeStatistics.waitDurationUntilAccepted, 194 | splitByWaitTime: cumulativeStatistics.splitByWaitTime, 195 | 196 | endTime: cumulativeStatistics.endTime, 197 | startTime: cumulativeStatistics.startTime, 198 | 199 | avgTaskAcceptanceTime: cumulativeStatistics.avgTaskAcceptanceTime 200 | }; 201 | 202 | return minimizedCumulativeStats; 203 | } else { 204 | return null; 205 | } 206 | } 207 | 208 | const updateSyncMapItem = function(queueItem) { 209 | return new Promise(function(resolve, reject) { 210 | syncService 211 | .syncMaps(MAP_NAME) 212 | .syncMapItems(queueItem.sid) 213 | .update({ data: queueItem }) 214 | .then(item => { 215 | //console.log("Item updated: " + queueItem.sid); 216 | resolve(); 217 | }) 218 | .catch(err => { 219 | console.log("retrying as create item"); 220 | 221 | //retry the item as a create 222 | syncService 223 | .syncMaps(MAP_NAME) 224 | .syncMapItems.create({ 225 | key: queueItem.sid, 226 | data: queueItem 227 | }) 228 | .then(item => { 229 | console.log("Item created " + queueItem.sid); 230 | resolve(); 231 | }) 232 | .catch(err => { 233 | console.log(err.message); 234 | resolve(); 235 | }); 236 | }); 237 | }); 238 | }; 239 | 240 | function fetchAllQueueStatistics(twilioClient) { 241 | // retrieves all queues for the environment configured workspace 242 | // then proceeds to fetch all stats data for them 243 | // returns an array of queue objects populated with the relevant stats nested on 244 | // the object 245 | return new Promise(function(resolve, reject) { 246 | listQueues(twilioClient).then(result => { 247 | if (result.success) { 248 | var queueResultsArray = result.queueArray; 249 | var getStatsPromiseArray = []; 250 | queueResultsArray.forEach(queueItem => { 251 | // Every cycle retreive realtime stats for all known channels 252 | // comment out the channel if it is not used, 253 | // to save on redundent calls to backend 254 | getStatsPromiseArray.push( 255 | populateRealTimeStatsForQueueItem(twilioClient, queueItem, null) 256 | ); 257 | 258 | //get stats filtered by channel 259 | getStatsPromiseArray.push( 260 | populateRealTimeStatsForQueueItem( 261 | twilioClient, 262 | queueItem, 263 | "voice" 264 | ) 265 | ); 266 | getStatsPromiseArray.push( 267 | populateRealTimeStatsForQueueItem(twilioClient, queueItem, "chat") 268 | ); 269 | getStatsPromiseArray.push( 270 | populateRealTimeStatsForQueueItem( 271 | twilioClient, 272 | queueItem, 273 | "video" 274 | ) 275 | ); 276 | 277 | //Now get cumulative stats for each queue, broken down by channel 278 | getStatsPromiseArray.push( 279 | populateCumulativeStatsForQueueItem(twilioClient, queueItem, null) 280 | ); 281 | 282 | getStatsPromiseArray.push( 283 | populateCumulativeStatsForQueueItem( 284 | twilioClient, 285 | queueItem, 286 | "voice" 287 | ) 288 | ); 289 | 290 | getStatsPromiseArray.push( 291 | populateCumulativeStatsForQueueItem( 292 | twilioClient, 293 | queueItem, 294 | "chat" 295 | ) 296 | ); 297 | 298 | getStatsPromiseArray.push( 299 | populateCumulativeStatsForQueueItem( 300 | twilioClient, 301 | queueItem, 302 | "video" 303 | ) 304 | ); 305 | }); 306 | 307 | Promise.all(getStatsPromiseArray).then(values => { 308 | // execute all calls for stats in parallel 309 | resolve(queueResultsArray); 310 | }); 311 | } 312 | }); 313 | }); 314 | } 315 | 316 | if (validateParameters(context, event)) { 317 | ensureSyncMapExists().then(() => { 318 | fetchAllQueueStatistics(client).then(queueStatsArray => { 319 | var updateSyncMapPromiseArray = []; 320 | queueStatsArray.forEach(queueItem => { 321 | updateSyncMapPromiseArray.push(updateSyncMapItem(queueItem)); 322 | }); 323 | 324 | Promise.all(updateSyncMapPromiseArray).then(values => { 325 | response.setBody(queueStatsArray); 326 | callback(null, response); 327 | }); 328 | }); 329 | }); 330 | } else { 331 | callback(null, { success: false, message: errorMessages }); 332 | } 333 | }; 334 | -------------------------------------------------------------------------------- /package.json: -------------------------------------------------------------------------------- 1 | { 2 | "name": "plugin-flex-realtime-stats-dashboard", 3 | "description": "Example front end implementation of real time dashboard that recieves data from a websocket", 4 | "version": "1.2.0", 5 | "author": "Jared Hunter ", 6 | "private": true, 7 | "scripts": { 8 | "postinstall": "flex-check-start", 9 | "prestart": "flex-check-start", 10 | "start": "react-app-rewired start", 11 | "build": "react-app-rewired build", 12 | "test": "react-app-rewired test --env=jsdom", 13 | "eject": "react-app-rewired eject" 14 | }, 15 | "devDependencies": { 16 | "@twilio/flex-ui": "^1.9.1", 17 | "react-app-rewire-flex-plugin": "^1", 18 | "react-app-rewired": "^1.6.2" 19 | }, 20 | "dependencies": { 21 | "flex-plugin": "1.3.4", 22 | "prop-types": "^15.7.2", 23 | "react": "16.5.2", 24 | "react-dom": "16.5.2", 25 | "react-scripts": "1.1.5", 26 | "react-table": "^6.10.0" 27 | }, 28 | "config-overrides-path": "node_modules/react-app-rewire-flex-plugin" 29 | } 30 | -------------------------------------------------------------------------------- /public/appConfig.example.js: -------------------------------------------------------------------------------- 1 | // your account sid 2 | var accountSid = 'accountSid'; 3 | 4 | // set to /plugins.json for local dev 5 | // set to /plugins.local.build.json for testing your build 6 | // set to "" for the default live plugin loader 7 | var pluginServiceUrl = '/plugins.json'; 8 | 9 | var appConfig = { 10 | pluginService: { 11 | enabled: true, 12 | url: pluginServiceUrl, 13 | }, 14 | sso: { 15 | accountSid: accountSid 16 | }, 17 | ytica: false, 18 | logLevel: 'info', 19 | showSupervisorDesktopView: true, 20 | }; 21 | -------------------------------------------------------------------------------- /public/index.html: -------------------------------------------------------------------------------- 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | Twilio Flex 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 | 21 | 22 | 23 |
24 | 30 | 31 | 32 | 33 | -------------------------------------------------------------------------------- /public/plugins.json: -------------------------------------------------------------------------------- 1 | [ 2 | { 3 | "name": "FlexRealtimeStatsDashboardPlugin", 4 | "version": "0.0.0", 5 | "class": "FlexRealtimeStatsDashboardPlugin", 6 | "requires": [ 7 | { 8 | "@twilio/flex-ui": "^1" 9 | } 10 | ], 11 | "src": "http://localhost:8080/plugin-flex-realtime-stats-dashboard.js" 12 | } 13 | ] 14 | -------------------------------------------------------------------------------- /public/plugins.local.build.json: -------------------------------------------------------------------------------- 1 | [ 2 | { 3 | "name": "FlexRealtimeStatsDashboardPlugin", 4 | "version": "0.0.0", 5 | "class": "FlexRealtimeStatsDashboardPlugin", 6 | "requires": [ 7 | { 8 | "@twilio/flex-ui": "^1" 9 | } 10 | ], 11 | "src": "http://127.0.0.1:8085" 12 | } 13 | ] 14 | -------------------------------------------------------------------------------- /screenshots/stats-view.gif: -------------------------------------------------------------------------------- https://raw.githubusercontent.com/twilio-labs/plugin-flex-realtime-stats-dashboard/893c030377e8efa45ed1bd306b1955afdf6ce449/screenshots/stats-view.gif -------------------------------------------------------------------------------- /screenshots/stats-view.png: -------------------------------------------------------------------------------- https://raw.githubusercontent.com/twilio-labs/plugin-flex-realtime-stats-dashboard/893c030377e8efa45ed1bd306b1955afdf6ce449/screenshots/stats-view.png -------------------------------------------------------------------------------- /src/FlexRealtimeStatsDashboardPlugin.js: -------------------------------------------------------------------------------- 1 | import React from "react"; 2 | import { FlexPlugin } from "flex-plugin"; 3 | import { SideLink, Actions } from "@twilio/flex-ui"; 4 | import { MainView } from "./components/RealTimeStats/MainView"; 5 | 6 | import "./notifications/CustomNotifications"; 7 | 8 | const PLUGIN_NAME = "FlexRealtimeStatsDashboardPlugin"; 9 | const USE_TWILIO_FUNCTIONS = false; 10 | const QUEUE_STATS_SYNC_MAP_NAME = "queueStats"; 11 | 12 | export default class FlexRealtimeStatsDashboardPlugin extends FlexPlugin { 13 | constructor() { 14 | super(PLUGIN_NAME); 15 | this.backendHostname = "twilio-flex-sample-backend.herokuapp.com"; 16 | } 17 | 18 | /** 19 | * This code is run when your plugin is being started 20 | * Use this to modify any UI components or attach to the actions framework 21 | * 22 | * @param flex { typeof import('@twilio/flex-ui') } 23 | * @param manager { import('@twilio/flex-ui').Manager } 24 | */ 25 | init(flex, manager) { 26 | flex.ViewCollection.Content.add( 27 | 28 | 34 | 35 | ); 36 | 37 | flex.SideNav.Content.add( 38 | 42 | Actions.invokeAction("NavigateToView", { 43 | viewName: "RealTimeStatsView" 44 | }) 45 | } 46 | > 47 | Real Time Queue Stats 48 | 49 | ); 50 | } 51 | } 52 | -------------------------------------------------------------------------------- /src/components/RealTimeStats/CumulativeStatsCard/CumulativeStatsCard.js: -------------------------------------------------------------------------------- 1 | import React from "react"; 2 | import PropTypes from "prop-types"; 3 | 4 | import CardContent from "@material-ui/core/CardContent"; 5 | import Typography from "@material-ui/core/Typography"; 6 | 7 | export class CumulativeStatsCard extends React.PureComponent { 8 | static propTypes = { 9 | avgTaskAcceptanceTime: PropTypes.number.isRequired, 10 | waitUntilCancel: PropTypes.shape({ 11 | avg: PropTypes.number.isRequired 12 | }).isRequired, 13 | splitByWaitTime: PropTypes.objectOf( 14 | PropTypes.shape({ 15 | above: PropTypes.shape({ 16 | reservations_accepted: PropTypes.number.isRequired, 17 | tasks_canceled: PropTypes.number.isRequired 18 | }), 19 | below: PropTypes.shape({ 20 | reservations_accepted: PropTypes.number.isRequired, 21 | tasks_canceled: PropTypes.number.isRequired 22 | }) 23 | }) 24 | ).isRequired, 25 | tEnter: PropTypes.number.isRequired, 26 | tCompl: PropTypes.number.isRequired, 27 | tCanc: PropTypes.number.isRequired, 28 | tMoved: PropTypes.number.isRequired, 29 | classes: PropTypes.object.isRequired 30 | }; 31 | 32 | render() { 33 | const { 34 | classes, 35 | splitByWaitTime, 36 | avgTaskAcceptanceTime, 37 | waitUntilCancel, 38 | tEnter, 39 | tCompl, 40 | tCanc, 41 | tMoved 42 | } = this.props; 43 | 44 | let measuredTime = new Date(null); 45 | measuredTime.setSeconds(avgTaskAcceptanceTime); 46 | const averageAcceptTime = measuredTime.toISOString().substr(11, 8); 47 | 48 | measuredTime = new Date(null); 49 | measuredTime.setSeconds(waitUntilCancel.avg); 50 | const averageCancelTime = measuredTime.toISOString().substr(11, 8); 51 | 52 | // setup a more dynamically usable splitbywaittime 53 | // percentage is calls Acceptedbelow / ( CallsAccepted(below + above) + CallsAbandoned Above threshold) 54 | const splitByWait = Object.keys(splitByWaitTime).map(threshold => { 55 | const value = splitByWaitTime[threshold]; 56 | const { above, below } = value; 57 | const totalAccepted = 58 | above.reservations_accepted + 59 | below.reservations_accepted + 60 | above.tasks_canceled; 61 | 62 | return { 63 | threshold, 64 | value, 65 | acceptedPercentage: 66 | totalAccepted > 0 67 | ? `${Math.round( 68 | (value.below.reservations_accepted / totalAccepted) * 100 69 | )}%` 70 | : "-" 71 | }; 72 | }); 73 | 74 | return ( 75 | 76 |
77 |
78 |
79 |
80 | CREATED : 81 | COMPLETED: 82 | ABANDONED: 83 | MOVED : 84 |
85 |
86 | {tEnter} 87 | {tCompl} 88 | {tCanc} 89 | {tMoved} 90 |
91 |
92 |
93 |
94 | AVG ACCEPT 95 | 96 | {averageAcceptTime} 97 | 98 | AVG ABANDON 99 | 100 | {averageCancelTime} 101 | 102 |
103 |
104 | SLA 105 |
106 | {splitByWait.map((item, index) => ( 107 | 108 | {item.threshold} sec{" "} 109 | 110 | ))} 111 |
112 |
113 | {splitByWait.map((item, index) => ( 114 | 115 | {item.acceptedPercentage} 116 | 117 | ))} 118 |
119 |
120 |
121 | 122 | ); 123 | } 124 | } 125 | -------------------------------------------------------------------------------- /src/components/RealTimeStats/CumulativeStatsCard/index.js: -------------------------------------------------------------------------------- 1 | export { CumulativeStatsCard } from "./CumulativeStatsCard"; -------------------------------------------------------------------------------- /src/components/RealTimeStats/MainView/MainView.js: -------------------------------------------------------------------------------- 1 | import React from "react"; 2 | import PropTypes from "prop-types"; 3 | import { withStyles } from "@material-ui/core/styles"; 4 | 5 | import Table from "@material-ui/core/Table"; 6 | import TableBody from "@material-ui/core/TableBody"; 7 | import TableCell from "@material-ui/core/TableCell"; 8 | import TableHead from "@material-ui/core/TableHead"; 9 | import TableRow from "@material-ui/core/TableRow"; 10 | import Paper from "@material-ui/core/Paper"; 11 | 12 | import { Notifications, Manager } from "@twilio/flex-ui"; 13 | import { SyncClient } from "twilio-sync"; 14 | import { QueueRow } from "../QueueRow"; 15 | 16 | const styles = theme => ({ 17 | //table 18 | tableroot: { 19 | width: "100%", 20 | margin: theme.spacing.unit * 1, 21 | overflowX: "auto" 22 | }, 23 | tableCellHeader: { 24 | backgroundColor: theme.colors.base9, 25 | color: theme.colors.base1, 26 | variant: "head", 27 | border: "1px solid " + theme.colors.base1, 28 | position: "sticky", 29 | top: 0, 30 | paddingTop: "12px", 31 | paddingBottom: "12px" 32 | }, 33 | table: { 34 | minWidth: 1050 35 | }, 36 | tableCell: { 37 | border: "1px solid " + theme.colors.base6, 38 | color: "inherit" 39 | }, 40 | tableRow: { 41 | minHeight: "124px", 42 | cursor: "pointer", 43 | transition: "background-color 0.1s", 44 | "&:hover": { 45 | backgroundColor: theme.colors.base4, 46 | color: theme.colors.base10 47 | } 48 | }, 49 | tableRowChannel: { 50 | minHeight: "100px", 51 | cursor: "default", 52 | transition: "background-color 0.1s", 53 | "&:hover": { 54 | backgroundColor: theme.colors.base4, 55 | color: theme.colors.base10 56 | } 57 | }, 58 | //rts 59 | cardrow: { 60 | minWidth: "145px", 61 | display: "flex", 62 | justifyContent: "space-between" 63 | }, 64 | cardcolumn: { 65 | marginRight: "8px", 66 | marginLeft: "8px", 67 | flexDirection: "column" 68 | } 69 | }); 70 | 71 | export class MainViewImpl extends React.Component { 72 | static propTypes = { 73 | classes: PropTypes.object.isRequired 74 | }; 75 | 76 | state = { 77 | websocketStatus: "closed", 78 | queueStats: [] 79 | }; 80 | retryInterval; 81 | /** @type WebSocket */ 82 | webSocket = null; 83 | rowsExpandedMap = new Map(); 84 | 85 | componentDidMount() { 86 | const { useTwilioFunctions, queueStatsSyncMapName } = this.props; 87 | if (useTwilioFunctions) { 88 | console.log("mounting realtimeStats with twilio sync"); 89 | this.initSyncMapClient(queueStatsSyncMapName); 90 | } else { 91 | console.log("mounting realtimeStats with websocket"); 92 | this.initWebSocket(); 93 | this.retryInterval = setInterval(() => { 94 | if ( 95 | this.webSocket && 96 | this.webSocket.readyState === this.webSocket.CLOSED 97 | ) { 98 | this.initWebSocket(); 99 | } 100 | }, 10000); 101 | } 102 | } 103 | 104 | componentWillUnmount() { 105 | const { useTwilioFunctions } = this.props; 106 | if (useTwilioFunctions) { 107 | this.syncClient = null; 108 | } else { 109 | this.webSocket.close(); 110 | clearTimeout(this.retryInterval); 111 | } 112 | } 113 | 114 | initWebSocket() { 115 | const { backendHostname } = this.props; 116 | 117 | this.webSocket = new WebSocket( 118 | "wss://" + backendHostname + "/websocket/realtimeStats", 119 | Manager.getInstance().user.token 120 | ); 121 | 122 | this.webSocket.onerror = function() { 123 | Notifications.showNotification("WebsocketError", { 124 | url: backendHostname 125 | }); 126 | }; 127 | 128 | this.webSocket.onopen = function() { 129 | this.setState({ websocketStatus: "open" }); 130 | }.bind(this); 131 | 132 | this.webSocket.onclose = function() { 133 | this.setState({ websocketStatus: "closed" }); 134 | }.bind(this); 135 | 136 | this.webSocket.onmessage = function(message) { 137 | try { 138 | const data = JSON.parse(message.data); 139 | this.setState({ 140 | queueStats: data 141 | }); 142 | } catch (error) { 143 | console.log(error); 144 | console.warn("Unrecognized payload: ", message.data); 145 | } 146 | }.bind(this); 147 | } 148 | 149 | syncMapPageHandler(paginator) { 150 | paginator.items.forEach(item => { 151 | this.syncMapHandleItemUpdate(item); 152 | }); 153 | return paginator.hasNextPage 154 | ? paginator.nextPage().then(this.syncMapPageHandler) 155 | : null; 156 | } 157 | 158 | syncMapHandleItemUpdate(mapItem) { 159 | var dataMap = this.state.queueStats; 160 | var updated = false; 161 | console.log("DATAMAP", dataMap); 162 | console.log("mapItem", mapItem); 163 | dataMap.forEach((item, index) => { 164 | if (item.sid === mapItem.value.sid) { 165 | dataMap[index] = mapItem.value; 166 | updated = true; 167 | } 168 | }); 169 | if (!updated) { 170 | dataMap.push(mapItem.value); 171 | } 172 | 173 | this.setState({ queueStats: dataMap }); 174 | } 175 | 176 | initSyncMapClient(queueStatsSyncMapName) { 177 | // create syncClient on component mount 178 | this.syncClient = new SyncClient(Manager.getInstance().user.token); 179 | 180 | // fetch initial data map 181 | this.syncClient 182 | .map(queueStatsSyncMapName) 183 | .then(map => { 184 | map 185 | .getItems() 186 | .then(paginator => { 187 | this.syncMapPageHandler(paginator); 188 | }) 189 | .catch(function(error) { 190 | console.error("Map getItems() failed", error); 191 | }); 192 | }) 193 | .catch(function(error) { 194 | Notifications.showNotification("SyncMapNotAvailable", { 195 | message: queueStatsSyncMapName 196 | }); 197 | }); 198 | 199 | // Add listener for future updates to existing items 200 | this.syncClient.map(queueStatsSyncMapName).then(map => { 201 | map.on("itemUpdated", args => { 202 | this.syncMapHandleItemUpdate(args.item); 203 | }); 204 | }); 205 | 206 | // Add listener for future additions to map 207 | this.syncClient.map(queueStatsSyncMapName).then(map => { 208 | map.on("itemAdded", args => { 209 | this.syncMapHandleItemUpdate(args.item); 210 | }); 211 | }); 212 | 213 | //TODO : add listener for removal of queue 214 | // need to handle removal from the sync map in the function first 215 | } 216 | 217 | handleRowClick = queueItem => { 218 | const expanded = this.rowsExpandedMap.get(queueItem.sid); 219 | 220 | if (expanded) { 221 | this.rowsExpandedMap.set(queueItem.sid, false); 222 | } else { 223 | this.rowsExpandedMap.set(queueItem.sid, true); 224 | } 225 | 226 | this.forceUpdate(); 227 | }; 228 | 229 | render() { 230 | const { classes } = this.props; 231 | return ( 232 | 233 | 234 | 235 | 236 | 237 | Queue Name 238 | 239 | 244 | Tasks (In Queue) 245 | 246 | 251 | Tasks (Today) 252 | 253 | 258 | Agents 259 | 260 | 261 | 262 | {this.renderChannelRows()} 263 |
264 | 265 | ); 266 | } 267 | 268 | renderChannelRows() { 269 | const { classes } = this.props; 270 | return this.state.queueStats.map(queueItem => { 271 | const sharedProps = { 272 | queueItem, 273 | classes, 274 | handleClick: this.handleRowClick 275 | }; 276 | const tableArray = []; 277 | if (this.rowsExpandedMap.get(queueItem.sid)) { 278 | tableArray.push( 279 | , 280 | , 281 | 282 | ); 283 | } 284 | return tableArray; 285 | }); 286 | } 287 | } 288 | 289 | export const MainView = withStyles(styles)(MainViewImpl); 290 | -------------------------------------------------------------------------------- /src/components/RealTimeStats/MainView/index.js: -------------------------------------------------------------------------------- 1 | export { MainView } from "./MainView" -------------------------------------------------------------------------------- /src/components/RealTimeStats/QueueRow/QueueRow.js: -------------------------------------------------------------------------------- 1 | import React from "react"; 2 | import PropTypes from "prop-types"; 3 | 4 | import CardContent from "@material-ui/core/CardContent"; 5 | import Typography from "@material-ui/core/Typography"; 6 | import TableCell from "@material-ui/core/TableCell"; 7 | import TableRow from "@material-ui/core/TableRow"; 8 | import { RealTimeStatsCard } from "../RealTimeStatsCard"; 9 | import { CumulativeStatsCard } from "../CumulativeStatsCard"; 10 | 11 | export class QueueRow extends React.PureComponent { 12 | static propTypes = { 13 | queueItem: PropTypes.object.isRequired, 14 | classes: PropTypes.object.isRequired, 15 | channel: PropTypes.string.isRequired, 16 | handleClick: PropTypes.func.isRequired, 17 | index: PropTypes.number.isRequired 18 | }; 19 | render() { 20 | const { classes, queueItem, channel, index, handleClick } = this.props; 21 | 22 | const clickCallback = () => handleClick(queueItem, index); 23 | 24 | if (queueItem.sid) { 25 | const realTimeStats = queueItem["realTimeStats_" + channel]; 26 | const cumulativeStats = queueItem["cumulativeStats_" + channel]; 27 | const activities = realTimeStats.activityStatistics.reduce( 28 | (acc, activity) => { 29 | acc[activity.friendly_name] = activity.workers; 30 | return acc; 31 | }, 32 | {} 33 | ); 34 | 35 | return ( 36 | 42 | 43 | {channel === "all" ? ( 44 | 45 | 46 | {queueItem.friendlyName} 47 | 48 | 49 | ) : ( 50 | 51 | 57 | {" "} 58 | - {channel} 59 | 60 | 61 | )} 62 | 63 | 64 | 65 | 66 | 67 | {cumulativeStats ? ( 68 | 69 | ) : ( 70 | 71 |
72 | NO DATA 73 |
74 | 75 | )} 76 | 77 | 78 | 79 |
80 |
81 | {Object.keys(activities).map(key => ( 82 | 83 | {key.toUpperCase()} : 84 | 85 | ))} 86 | ELIGIBLE: 87 |
88 |
89 | {Object.values(activities).map(value => ( 90 | {value} 91 | ))} 92 | 93 | {queueItem["realTimeStats_" + channel].eligibleWorkers} 94 | 95 |
96 |
97 | 98 | 99 | 100 | ); 101 | } else { 102 | return ( 103 | 104 | 105 | Loading .... 106 | 107 | 108 | ); 109 | } 110 | } 111 | } 112 | -------------------------------------------------------------------------------- /src/components/RealTimeStats/QueueRow/index.js: -------------------------------------------------------------------------------- 1 | export { QueueRow } from "./QueueRow"; 2 | -------------------------------------------------------------------------------- /src/components/RealTimeStats/RealTimeStatsCard/RealTimeStatsCard.js: -------------------------------------------------------------------------------- 1 | import React from "react"; 2 | import PropTypes from "prop-types"; 3 | 4 | import CardContent from "@material-ui/core/CardContent"; 5 | import Typography from "@material-ui/core/Typography"; 6 | 7 | export class RealTimeStatsCard extends React.PureComponent { 8 | static propTypes = { 9 | tasksByStatus: PropTypes.shape({ 10 | pending: PropTypes.number.isRequired, 11 | assigned: PropTypes.number.isRequired, 12 | reserved: PropTypes.number.isRequired, 13 | wrapping: PropTypes.number.isRequired 14 | }).isRequired, 15 | oldestTask: PropTypes.number.isRequired, 16 | classes: PropTypes.object.isRequired 17 | }; 18 | 19 | render() { 20 | const { classes, tasksByStatus, oldestTask } = this.props; 21 | 22 | // total tasks needs to be calculated because the total tasks returned 23 | // from the API includes tasks the have been cancelled / abanonded and 24 | // sit around for 5 minutes before being cleared up 25 | const totalTasks = 26 | tasksByStatus.pending + 27 | tasksByStatus.assigned + 28 | tasksByStatus.reserved + 29 | tasksByStatus.wrapping; 30 | 31 | return ( 32 | 33 |
34 |
35 |
36 |
37 | PENDING : 38 | ASSIGNED: 39 | RESERVED: 40 | WRAPPING: 41 |
42 |
43 | {tasksByStatus.pending} 44 | 45 | {tasksByStatus.assigned} 46 | 47 | 48 | {tasksByStatus.reserved} 49 | 50 | 51 | {tasksByStatus.wrapping} 52 | 53 |
54 |
55 |
56 |
57 | TOTAL 58 | 59 | {totalTasks} 60 | 61 | OLDEST 62 | 63 | {oldestTask} 64 | 65 |
66 |
67 | 68 | ); 69 | } 70 | } 71 | -------------------------------------------------------------------------------- /src/components/RealTimeStats/RealTimeStatsCard/index.js: -------------------------------------------------------------------------------- 1 | export { RealTimeStatsCard } from "./RealTimeStatsCard"; -------------------------------------------------------------------------------- /src/index.js: -------------------------------------------------------------------------------- 1 | import * as FlexPlugin from 'flex-plugin'; 2 | import FlexRealtimeStatsDashboardPlugin from './FlexRealtimeStatsDashboardPlugin'; 3 | 4 | FlexPlugin.loadPlugin(FlexRealtimeStatsDashboardPlugin); 5 | -------------------------------------------------------------------------------- /src/notifications/CustomNotifications.js: -------------------------------------------------------------------------------- 1 | import { Notifications, NotificationType, Manager } from "@twilio/flex-ui"; 2 | 3 | const manager = Manager.getInstance(); 4 | 5 | // To avoid collision with other plugin using same notification 6 | if (!manager.strings.websocketError) { 7 | manager.strings.websocketError = 8 | "Unable to open websocket to backend: {{url}}"; 9 | Notifications.registerNotification({ 10 | id: "WebsocketError", 11 | content: "websocketError", 12 | type: NotificationType.error 13 | }); 14 | } 15 | 16 | if (!manager.strings.backendError) { 17 | manager.strings.backendError = "Could not complete operation: {{message}}"; 18 | 19 | Notifications.registerNotification({ 20 | id: "BackendError", 21 | content: "backendError", 22 | type: NotificationType.error 23 | }); 24 | } 25 | 26 | if (!manager.strings.syncMapNotAvailable) { 27 | manager.strings.syncMapNotAvailable = "Could not find sync map: {{message}}"; 28 | 29 | Notifications.registerNotification({ 30 | id: "SyncMapNotAvailable", 31 | content: "syncMapNotAvailable", 32 | type: NotificationType.error 33 | }); 34 | } 35 | --------------------------------------------------------------------------------