Merge pull request #743 from citizensadvice/CP-1062-add-contact-waiting-time-data

chore/Add contact waiting time data [CP-1062]

Author: KPobeeNorris

app/components/csr_table/contact_waiting_time_scores_component.html.haml

@@ -0,0 +1,9 @@
+.cads-grid-row
+  .cads-grid-col-md-9
+    .section-scores
+      %h2 Contact waiting time
+      .cads-prose
+        %p
+          How long can you expect to wait when contacting this supplier?
+      = render CsrTable::DescriptionListComponent.new do |c|
+        - c.with_descriptions(descriptions)

app/components/csr_table/contact_waiting_time_scores_component.rb

@@ -0,0 +1,164 @@
+# frozen_string_literal: true
+
+module CsrTable
+  class ContactWaitingTimeScoresComponent < ViewComponent::Base
+    attr_reader :supplier, :renderer
+
+    def initialize(supplier)
+      super()
+      @supplier = supplier
+      @renderer = Renderers::RichTextRenderer.new
+    end
+
+    def render?
+      supplier.present?
+    end
+
+    # Not all suppliers will provide data for each of the customer contact channels;
+    # and if a supplier provides synchronous data then they won't provide
+    # asynchronous data, and vice versa. We therefore need to determine which fields
+    # to render based on whether there is a value present or not
+    def descriptions
+      descriptions = [
+        contact_time,
+        contact_email,
+        sync_data,
+        async_data
+      ]
+      descriptions.flatten.compact
+    end
+
+    def sync_data
+      [
+        webchat_sync,
+        whatsapp_sync,
+        sms_sync,
+        in_app_sync,
+        portal_sync
+      ]
+    end
+
+    def async_data
+      [
+        webchat_async,
+        whatsapp_async,
+        sms_async,
+        in_app_async,
+        portal_async
+      ]
+    end
+
+    def contact_time
+      {
+        term: content_tag(:p, "Average call centre wait time"),
+        description: content_tag(:p, format_sync_output(supplier.contact_time))
+      }
+    end
+
+    def contact_email
+      {
+        term: content_tag(:p, "Emails responded to within 2 days"),
+        description: content_tag(:p, "#{supplier.contact_email}%")
+      }
+    end
+
+    def format_sync_output(time_str)
+      intervals = time_str.split(":").map(&:to_i)
+      waiting_time_in_seconds = (intervals[0] * 60 * 60) + (intervals[1] * 60) + intervals[2]
+      human_readable_time = ActiveSupport::Duration.build(waiting_time_in_seconds).inspect
+
+      # Render the average waiting time in this format: 1 hour 56 minutes 23 seconds
+      human_readable_time.gsub("and ", "").delete(",")
+    end
+
+    def webchat_sync
+      return unless supplier.contact_webchat_sync
+
+      {
+        term: content_tag(:p, "Average Webchat response time"),
+        description: content_tag(:p, format_sync_output(supplier.contact_webchat_sync))
+      }
+    end
+
+    def webchat_async
+      return unless supplier.contact_webchat_async
+
+      {
+        term: content_tag(:p, "Webchat messages responded to within 2 days"),
+        description: content_tag(:p, "#{supplier.contact_webchat_async}%")
+      }
+    end
+
+    def whatsapp_sync
+      return unless supplier.contact_whatsapp_sync
+
+      {
+        term: content_tag(:p, "Average Whatsapp response time"),
+        description: content_tag(:p, format_sync_output(supplier.contact_whatsapp_sync))
+      }
+    end
+
+    def whatsapp_async
+      return unless supplier.contact_whatsapp_async
+
+      {
+        term: content_tag(:p, "Whatsapp messages responded to within 2 days"),
+        description: content_tag(:p, "#{supplier.contact_whatsapp_async}%")
+      }
+    end
+
+    def sms_sync
+      return unless supplier.contact_sms_sync
+
+      {
+        term: content_tag(:p, "Average SMS response time"),
+        description: content_tag(:p, format_sync_output(supplier.contact_sms_sync))
+      }
+    end
+
+    def sms_async
+      return unless supplier.contact_sms_async
+
+      {
+        term: content_tag(:p, "SMS messages responded to within 2 days"),
+        description: content_tag(:p, "#{supplier.contact_sms_async}%")
+      }
+    end
+
+    def in_app_sync
+      return unless supplier.contact_in_app_sync
+
+      {
+        term: content_tag(:p, "Average response time using the supplier's app"),
+        description: content_tag(:p, format_sync_output(supplier.contact_in_app_sync))
+      }
+    end
+
+    def in_app_async
+      return unless supplier.contact_in_app_async
+
+      {
+        term: content_tag(:p, "Messages responded to within 2 days using the supplier's app"),
+        description: content_tag(:p, "#{supplier.contact_in_app_async}%")
+      }
+    end
+
+    def portal_sync
+      return unless supplier.contact_portal_sync
+
+      {
+        term: content_tag(:p, "Average response time using a customer account portal"),
+        description: content_tag(:p, format_sync_output(supplier.contact_portal_sync))
+      }
+    end
+
+    def portal_async
+      return unless supplier.contact_portal_async
+
+      {
+        term: content_tag(:p, "Messages responded to within 2 days using a customer account portal"),
+        description: content_tag(:p, "#{supplier.contact_portal_async}%")
+      }
+    end
+  end
+end

app/controllers/queries/supplier_detail.rb

@@ -28,6 +28,16 @@ module Queries
         contactRating,
         contactSocialMedia,
         contactTime,
+        contactWebchatSync,
+        contactWebchatAsync,
+        contactWhatsappSync,
+        contactWhatsappAsync,
+        contactInAppSync,
+        contactInAppAsync,
+        contactSmsSync,
+        contactSmsAsync,
+        contactPortalSync,
+        contactPortalAsync,
         guaranteeRating,
         overallRating,
         dataAvailable,

app/models/supplier.rb

@@ -12,7 +12,11 @@ class Supplier
            :guarantee_list, :overall_rating, :data_available, :fuel_mix,
            :opening_hours, :bill_accuracy_and_metering_rating,
            :bills_accuracy_smart, :bills_accuracy_traditional,
-           :smart_operating, to: :data
+           :smart_operating, :contact_webchat_sync, :contact_webchat_async,
+           :contact_whatsapp_sync, :contact_whatsapp_async,
+           :contact_in_app_sync, :contact_in_app_async,
+           :contact_sms_sync, :contact_sms_async, :contact_portal_sync,
+           :contact_portal_async, to: :data
 
   def self.fetch_all
     response = Contentful::Graphql::Client.query(Queries::Suppliers)

app/views/csr_table/suppliers/show.html.haml

@@ -34,6 +34,7 @@
         = link_to("Find out how the scores are worked out", country_url("/consumer/energy/energy-supply/get-a-better-energy-deal/compare-domestic-energy-suppliers-customer-service1/how-the-scores-are-worked-out/"))
     = render CsrTable::ComplaintsScoresComponent.new(supplier)
     = render CsrTable::BillingAndMeteringScoresComponent.new(supplier)
+    = render CsrTable::ContactWaitingTimeScoresComponent.new(supplier)
 
   - else
     = render CsrTable::OtherScoresComponent.new(supplier)