通过聊天记录统计客服数据

wangwang.rb

user=User.all[5]
reply_nicks=[]
non_reply_nicks=[]
date='2012-07-10'.to_date
user.subusers.all[1].chatpeers.where(date: date).each do |chatpeer|
  # 定义基础变量
  questions = 0 # 提问数
  answers = 0 # 答复数
  qna_rate = 0 # 问答率
  avg_waiting_times = 0 # 平均等待时间
  asked_at = 0 # 发起询问，时间

  chatpeer.msgs.each do |msg|
    talked_at = msg.time.to_i
    case msg.direction
    when 0
      questions += 1 # 累加，提问数
      case
      when asked_at == 0 
         asked_at = talked_at
      when asked_at > talked_at
         asked_at = talked_at      
      end
    when 1
      if asked_at > 0
        waiting_times = talked_at - asked_at
        avg_waiting_times = if avg_waiting_times > 0
          (avg_waiting_times + waiting_times) / 2
        else
          waiting_times
        end
        asked_at = 0 # 清除询问，时间
      end
      answers += 1 # 累加，答复数
    end
  end
  if answers > 0 # 答复提问
    qna_rate = (answers.to_f/questions.to_f * 100).round(1) if questions > 0 # 未捕捉到，客人提问
    reply_nicks << chatpeer.uid
  else
    non_reply_nicks << chatpeer.uid
  end
  puts "接待：#{chatpeer.uid}，提问：#{questions}，回答：#{answers}，问答率：#{qna_rate}，平均响应时间：#{avg_waiting_times}"
end