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Merged
KlviG merged 6 commits into from
Mar 3, 2026
Merged

Dev #675

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376fb1a
chore(663): Added Feedback changes
1AhmedYasser Mar 2, 2026
712bff4
chore(633): Added - to no feedback chats
1AhmedYasser Mar 2, 2026
802a36b
chore(633): Remove additional options
1AhmedYasser Mar 2, 2026
8408924
chore(633): Modified Selected Advisors
1AhmedYasser Mar 3, 2026
6cb2c6c
chore(633): Removed Units
1AhmedYasser Mar 3, 2026
5952b15
Merge pull request #674 from 1AhmedYasser/Analytics-feedback-Enhancement
KlviG Mar 3, 2026
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64 changes: 43 additions & 21 deletions DSL/Resql/analytics/POST/feedback-buerokratt-chats-nps.sql
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Original file line number Diff line number Diff line change
Expand Up @@ -13,8 +13,8 @@ chat_buerokratt AS (
ORDER BY updated
ROWS BETWEEN UNBOUNDED PRECEDING AND UNBOUNDED FOLLOWING
) AS ended,
CASE
WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config)
CASE
WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config)
THEN last_value(feedback_rating_five) OVER (
PARTITION BY base_id
ORDER BY updated
Expand All @@ -30,7 +30,7 @@ chat_buerokratt AS (
WHERE (
array_length(ARRAY[:urls]::TEXT[], 1) IS NULL
OR chat.end_user_url LIKE ANY(ARRAY[:urls]::TEXT[])
)
)
AND (
:showTest = TRUE
OR chat.test = FALSE
Expand All @@ -42,37 +42,59 @@ chat_buerokratt AS (
AND message.author_role = 'buerokratt'
)
AND status = 'ENDED'
AND CASE
WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config)
AND CASE
WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config)
THEN feedback_rating_five IS NOT NULL
ELSE feedback_rating IS NOT NULL
END
AND ended::timestamptz BETWEEN :start::timestamptz AND :end::timestamptz
),
point_nps AS (
SELECT date_trunc(:metric, ended)::text AS date_time,
COALESCE(
CAST((
(
SUM(CASE WHEN feedback_rating_dynamic BETWEEN 9 AND 10 THEN 1 ELSE 0 END) * 1.0 -
SUM(CASE WHEN feedback_rating_dynamic BETWEEN 0 AND 6 THEN 1 ELSE 0 END)
) / NULLIF(COUNT(feedback_rating_dynamic), 0) * 100
) AS int), 0) AS nps
CASE
WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config) THEN
ROUND(
100.0 * SUM(CASE WHEN feedback_rating_dynamic IN (4, 5) THEN 1 ELSE 0 END)
/ NULLIF(COUNT(feedback_rating_dynamic), 0),
2
)
ELSE
COALESCE(ROUND(
(
(SUM(CASE WHEN feedback_rating_dynamic BETWEEN 9 AND 10 THEN 1 ELSE 0 END) * 1.0 / NULLIF(COUNT(feedback_rating_dynamic), 0))
- (SUM(CASE WHEN feedback_rating_dynamic BETWEEN 0 AND 6 THEN 1 ELSE 0 END) * 1.0 / NULLIF(COUNT(feedback_rating_dynamic), 0))
) * 100,
2
), 0)
END AS nps
FROM chat_buerokratt
GROUP BY date_time
ORDER BY date_time
),
period_nps AS (
SELECT COALESCE(
CAST((
(
SUM(CASE WHEN feedback_rating_dynamic BETWEEN 9 AND 10 THEN 1 ELSE 0 END) * 1.0 -
SUM(CASE WHEN feedback_rating_dynamic BETWEEN 0 AND 6 THEN 1 ELSE 0 END)
) / NULLIF(COUNT(feedback_rating_dynamic), 0) * 100
) AS int), 0) AS nps
SELECT CASE
WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config) THEN
ROUND(
100.0 * SUM(CASE WHEN feedback_rating_dynamic IN (4, 5) THEN 1 ELSE 0 END)
/ NULLIF(COUNT(feedback_rating_dynamic), 0),
2
)
ELSE
COALESCE(ROUND(
(
(SUM(CASE WHEN feedback_rating_dynamic BETWEEN 9 AND 10 THEN 1 ELSE 0 END) * 1.0 / NULLIF(COUNT(feedback_rating_dynamic), 0))
- (SUM(CASE WHEN feedback_rating_dynamic BETWEEN 0 AND 6 THEN 1 ELSE 0 END) * 1.0 / NULLIF(COUNT(feedback_rating_dynamic), 0))
) * 100,
2
), 0)
END AS nps
FROM chat_buerokratt
),
is_five AS (
SELECT COALESCE(is_five_rating_scale, 'false') = 'true' AS is_five_scale FROM rating_config
)
SELECT json_build_object(
'pointNps', (SELECT json_agg(json_build_object('dateTime', date_time, 'nps', nps)) FROM point_nps),
'periodNps', (SELECT nps FROM period_nps)
) AS result
'periodNps', (SELECT nps FROM period_nps),
'isFiveScale', (SELECT is_five_scale FROM is_five)
) AS result
97 changes: 75 additions & 22 deletions DSL/Resql/analytics/POST/feedback-chats-distribution.sql
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Open in desktop
Original file line number Diff line number Diff line change
Expand Up @@ -7,14 +7,14 @@ WITH rating_config AS (
AND NOT deleted
),
chats_filtered AS (
SELECT DISTINCT
SELECT DISTINCT
base_id,
first_value(created) OVER (
PARTITION BY base_id
ORDER BY updated
) AS created,
CASE
WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config)
CASE
WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config)
THEN last_value(feedback_rating_five) OVER (
PARTITION BY base_id
ORDER BY updated
Expand All @@ -28,44 +28,97 @@ chats_filtered AS (
WHERE (
array_length(ARRAY[:urls]::TEXT[], 1) IS NULL
OR chat.end_user_url LIKE ANY(ARRAY[:urls]::TEXT[])
)
)
AND (
:showTest = TRUE
OR chat.test = FALSE
)
)
AND STATUS = 'ENDED'
AND CASE
WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config)
AND CASE
WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config)
THEN feedback_rating_five IS NOT NULL
ELSE feedback_rating IS NOT NULL
END
AND created::timestamptz BETWEEN :start::timestamptz AND :end::timestamptz
AND (
(:chat_type = 'buerokratt' AND EXISTS (
SELECT 1
FROM message
WHERE message.chat_base_id = chat.base_id
SELECT 1
FROM message
WHERE message.chat_base_id = chat.base_id
AND message.author_role = 'buerokratt'
))
OR
OR
(:chat_type = 'csa' AND customer_support_id <> ''
AND EXISTS (
SELECT 1
FROM message
WHERE message.chat_base_id = chat.base_id
SELECT 1
FROM message
WHERE message.chat_base_id = chat.base_id
AND message.author_role = 'backoffice-user'
)
AND EXISTS (
SELECT 1
FROM message
WHERE message.chat_base_id = chat.base_id
SELECT 1
FROM message
WHERE message.chat_base_id = chat.base_id
AND message.author_role = 'end-user'
)
)
)
),
all_ended_chats AS (
SELECT COUNT(DISTINCT base_id) AS total_chats
FROM chat
WHERE (
array_length(ARRAY[:urls]::TEXT[], 1) IS NULL
OR chat.end_user_url LIKE ANY(ARRAY[:urls]::TEXT[])
)
AND (:showTest = TRUE OR chat.test = FALSE)
AND STATUS = 'ENDED'
AND created::timestamptz BETWEEN :start::timestamptz AND :end::timestamptz
AND (
(:chat_type = 'buerokratt' AND EXISTS (
SELECT 1 FROM message WHERE message.chat_base_id = chat.base_id AND message.author_role = 'buerokratt'
))
OR
(:chat_type = 'csa' AND customer_support_id <> ''
AND EXISTS (
SELECT 1 FROM message WHERE message.chat_base_id = chat.base_id AND message.author_role = 'backoffice-user'
)
AND EXISTS (
SELECT 1 FROM message WHERE message.chat_base_id = chat.base_id AND message.author_role = 'end-user'
)
)
)
),
rating_counts AS (
SELECT feedback_rating_dynamic AS rating, COUNT(*) AS cnt
FROM chats_filtered
GROUP BY feedback_rating_dynamic
),
scale_ratings AS (
SELECT generate_series AS rating
FROM (
SELECT generate_series(
CASE WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config) THEN 1 ELSE 0 END,
CASE WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config) THEN 5 ELSE 10 END
)
) s
),
no_feedback_count AS (
SELECT (SELECT total_chats FROM all_ended_chats) - (SELECT COUNT(*) FROM chats_filtered) AS cnt
),
distribution_with_no_feedback AS (
SELECT json_agg(elem ORDER BY ord, rating_nullable NULLS LAST) AS distribution
FROM (
SELECT 0 AS ord, sr.rating AS rating_nullable, json_build_object('rating', sr.rating, 'count', COALESCE(rc.cnt, 0)) AS elem
FROM scale_ratings sr
LEFT JOIN rating_counts rc ON sr.rating = rc.rating
UNION ALL
SELECT 1 AS ord, NULL::int AS rating_nullable, json_build_object('rating', '-', 'count', (SELECT cnt FROM no_feedback_count)) AS elem
) parts
)
SELECT
COUNT(CASE WHEN feedback_rating_dynamic BETWEEN 9 AND 10 THEN 1 END) AS promoters,
COUNT(CASE WHEN feedback_rating_dynamic BETWEEN 7 AND 8 THEN 1 END) AS passives,
COUNT(CASE WHEN feedback_rating_dynamic BETWEEN 0 AND 6 THEN 1 END) AS detractors
FROM chats_filtered;
SELECT json_build_object(
'distribution', (SELECT distribution FROM distribution_with_no_feedback),
'total_feedback', (SELECT COUNT(*) FROM chats_filtered),
'total_chats', (SELECT total_chats FROM all_ended_chats),
'is_five_scale', (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config)
) AS result;
68 changes: 48 additions & 20 deletions DSL/Resql/analytics/POST/feedback-csa-chats-feedback-nps.sql
View file
Open in desktop
Original file line number Diff line number Diff line change
Expand Up @@ -8,18 +8,18 @@ WITH rating_config AS (
),
chat_csas AS (
SELECT DISTINCT base_id,
first_value(created) over (
PARTITION by base_id
first_value(created) OVER (
PARTITION BY base_id
ORDER BY updated
) AS created,
CASE
WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config)
THEN last_value(feedback_rating_five) over (
PARTITION by base_id
CASE
WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config)
THEN last_value(feedback_rating_five) OVER (
PARTITION BY base_id
ORDER BY updated
)
ELSE last_value(feedback_rating) over (
PARTITION by base_id
ELSE last_value(feedback_rating) OVER (
PARTITION BY base_id
ORDER BY updated
)
END AS feedback_rating_dynamic
Expand All @@ -40,31 +40,59 @@ chat_csas AS (
AND message.author_role = 'end-user'
)
AND STATUS = 'ENDED'
AND CASE
WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config)
AND CASE
WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config)
THEN feedback_rating_five IS NOT NULL
ELSE feedback_rating IS NOT NULL
END
AND created::timestamptz BETWEEN :start::timestamptz AND :end::timestamptz
),
point_nps AS (
SELECT date_trunc(:metric, created)::text AS date_time,
coalesce(CAST(((
SUM(CASE WHEN feedback_rating_dynamic BETWEEN 9 AND 10 THEN 1 ELSE 0 END) * 1.0 -
SUM(CASE WHEN feedback_rating_dynamic BETWEEN 0 AND 6 THEN 1 ELSE 0 END)
) / COUNT(base_id) * 100) AS int), 0) AS nps
CASE
WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config) THEN
ROUND(
100.0 * SUM(CASE WHEN feedback_rating_dynamic IN (4, 5) THEN 1 ELSE 0 END)
/ NULLIF(COUNT(base_id), 0),
2
)
ELSE
COALESCE(ROUND(
(
(SUM(CASE WHEN feedback_rating_dynamic BETWEEN 9 AND 10 THEN 1 ELSE 0 END) * 1.0 / NULLIF(COUNT(base_id), 0))
- (SUM(CASE WHEN feedback_rating_dynamic BETWEEN 0 AND 6 THEN 1 ELSE 0 END) * 1.0 / NULLIF(COUNT(base_id), 0))
) * 100,
2
), 0)
END AS nps
FROM chat_csas
GROUP BY date_time
ORDER BY date_time
),
period_nps AS (
SELECT coalesce(CAST(((
SUM(CASE WHEN feedback_rating_dynamic BETWEEN 9 AND 10 THEN 1 ELSE 0 END) * 1.0 -
SUM(CASE WHEN feedback_rating_dynamic BETWEEN 0 AND 6 THEN 1 ELSE 0 END)
) / COUNT(base_id) * 100) AS int), 0) AS nps
SELECT CASE
WHEN (SELECT COALESCE(is_five_rating_scale, 'false') = 'true' FROM rating_config) THEN
ROUND(
100.0 * SUM(CASE WHEN feedback_rating_dynamic IN (4, 5) THEN 1 ELSE 0 END)
/ NULLIF(COUNT(base_id), 0),
2
)
ELSE
COALESCE(ROUND(
(
(SUM(CASE WHEN feedback_rating_dynamic BETWEEN 9 AND 10 THEN 1 ELSE 0 END) * 1.0 / NULLIF(COUNT(base_id), 0))
- (SUM(CASE WHEN feedback_rating_dynamic BETWEEN 0 AND 6 THEN 1 ELSE 0 END) * 1.0 / NULLIF(COUNT(base_id), 0))
) * 100,
2
), 0)
END AS nps
FROM chat_csas
),
is_five AS (
SELECT COALESCE(is_five_rating_scale, 'false') = 'true' AS is_five_scale FROM rating_config
)
SELECT json_build_object(
'pointNps', (SELECT json_agg(json_build_object('dateTime', date_time, 'nps', nps)) FROM point_nps),
'periodNps', (SELECT nps FROM period_nps)
) AS result
'periodNps', (SELECT nps FROM period_nps),
'isFiveScale', (SELECT is_five_scale FROM is_five)
) AS result
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