ladill-queue/app/Services/Qms/ReportService.php

<?php

namespace App\Services\Qms;

use App\Models\Branch;
use App\Models\Counter;
use App\Models\CustomerFeedback;
use App\Models\QueueAppointment;
use App\Models\ServiceQueue;
use App\Models\ServiceSession;
use App\Models\Ticket;
use App\Support\DatabaseTime;
use Illuminate\Support\Carbon;

class ReportService
{
    /**
     * @return array<string, mixed>
     */
    public function ticketsReport(string $ownerRef, int $organizationId, Carbon $from, Carbon $to, ?int $branchId = null): array
    {
        $base = Ticket::owned($ownerRef)
            ->where('organization_id', $organizationId)
            ->when($branchId, fn ($q) => $q->where('branch_id', $branchId))
            ->whereBetween('issued_at', [$from, $to]);

        $waitDiff = DatabaseTime::diffSeconds('issued_at', 'called_at');
        $serviceDiff = DatabaseTime::diffSeconds('serving_started_at', 'completed_at');

        return [
            'total_issued' => (clone $base)->count(),
            'completed' => (clone $base)->where('status', 'completed')->count(),
            'no_show' => (clone $base)->where('status', 'no_show')->count(),
            'cancelled' => (clone $base)->where('status', 'cancelled')->count(),
            'avg_wait_seconds' => (int) round((float) (clone $base)
                ->where('status', 'completed')
                ->whereNotNull('called_at')
                ->selectRaw("AVG({$waitDiff}) as v")
                ->value('v')),
            'avg_service_seconds' => (int) round((float) (clone $base)
                ->where('status', 'completed')
                ->whereNotNull('serving_started_at')
                ->whereNotNull('completed_at')
                ->selectRaw("AVG({$serviceDiff}) as v")
                ->value('v')),
        ];
    }

    /**
     * @return array<string, mixed>
     */
    public function waitTimesReport(string $ownerRef, int $organizationId, Carbon $from, Carbon $to, ?int $branchId = null): array
    {
        $hourExpr = DatabaseTime::hourOf('issued_at');
        $waitDiff = DatabaseTime::diffSeconds('issued_at', 'called_at');

        $rows = Ticket::owned($ownerRef)
            ->where('organization_id', $organizationId)
            ->when($branchId, fn ($q) => $q->where('branch_id', $branchId))
            ->whereBetween('issued_at', [$from, $to])
            ->where('status', 'completed')
            ->whereNotNull('called_at')
            ->selectRaw("{$hourExpr} as hour, AVG({$waitDiff}) as avg_wait")
            ->groupBy('hour')
            ->orderBy('hour')
            ->get();

        $peak = $rows->sortByDesc('avg_wait')->first();

        return [
            'hourly' => $rows->map(fn ($r) => ['hour' => (int) $r->hour, 'avg_wait_seconds' => (int) round((float) $r->avg_wait)])->values()->all(),
            'peak_hour' => $peak ? (int) $peak->hour : null,
            'peak_avg_wait_seconds' => $peak ? (int) round((float) $peak->avg_wait) : 0,
        ];
    }

    /**
     * @return array<string, mixed>
     */
    public function countersReport(string $ownerRef, int $organizationId, Carbon $from, Carbon $to, ?int $branchId = null): array
    {
        $counters = Counter::owned($ownerRef)
            ->where('organization_id', $organizationId)
            ->when($branchId, fn ($q) => $q->where('branch_id', $branchId))
            ->withCount(['tickets as served_count' => function ($q) use ($from, $to) {
                $q->where('status', 'completed')
                    ->whereBetween('completed_at', [$from, $to]);
            }])
            ->orderByDesc('served_count')
            ->get();

        return [
            'counters' => $counters->map(fn ($c) => [
                'name' => $c->name,
                'served' => $c->served_count,
            ])->all(),
        ];
    }

    /**
     * @return array<string, mixed>
     */
    public function appointmentsReport(string $ownerRef, int $organizationId, Carbon $from, Carbon $to, ?int $branchId = null): array
    {
        $base = QueueAppointment::owned($ownerRef)
            ->where('organization_id', $organizationId)
            ->when($branchId, fn ($q) => $q->where('branch_id', $branchId))
            ->whereBetween('scheduled_at', [$from, $to]);

        return [
            'total' => (clone $base)->count(),
            'checked_in' => (clone $base)->where('status', 'checked_in')->count(),
            'completed' => (clone $base)->where('status', 'completed')->count(),
            'cancelled' => (clone $base)->where('status', 'cancelled')->count(),
            'no_show' => (clone $base)->where('status', 'no_show')->count(),
        ];
    }

    /**
     * @return array<string, mixed>
     */
    public function feedbackReport(string $ownerRef, int $organizationId, Carbon $from, Carbon $to, ?int $branchId = null): array
    {
        $base = CustomerFeedback::owned($ownerRef)
            ->where('organization_id', $organizationId)
            ->whereBetween('created_at', [$from, $to])
            ->when($branchId, function ($q) use ($branchId) {
                $q->whereHas('ticket', fn ($t) => $t->where('branch_id', $branchId));
            });

        $count = (clone $base)->count();
        $avgRating = (clone $base)->avg('rating');

        return [
            'responses' => $count,
            'avg_rating' => $count ? round((float) $avgRating, 1) : 0,
            'avg_service_quality' => round((float) (clone $base)->avg('service_quality'), 1),
            'avg_wait_experience' => round((float) (clone $base)->avg('wait_experience'), 1),
            'avg_staff_professionalism' => round((float) (clone $base)->avg('staff_professionalism'), 1),
        ];
    }

    /**
     * @return array<string, mixed>
     */
    public function serviceSessionsReport(string $ownerRef, int $organizationId, Carbon $from, Carbon $to, ?int $branchId = null): array
    {
        $base = ServiceSession::owned($ownerRef)
            ->whereBetween('started_at', [$from, $to])
            ->whereHas('ticket', function ($q) use ($organizationId, $branchId) {
                $q->where('organization_id', $organizationId);
                if ($branchId) {
                    $q->where('branch_id', $branchId);
                }
            });

        $completed = (clone $base)->whereNotNull('ended_at');

        return [
            'sessions' => (clone $base)->count(),
            'completed_sessions' => (clone $completed)->count(),
            'avg_duration_seconds' => (int) round((float) (clone $completed)->avg('duration_seconds')),
            'total_service_seconds' => (int) (clone $completed)->sum('duration_seconds'),
        ];
    }
}