fix: Waiting Queue feature not queueing rooms (#33772)

.changeset/stale-actors-enjoy.md

@@ -0,0 +1,5 @@
+---
+"@rocket.chat/meteor": patch
+---
+
+Fixes `waiting queue` feature. When `Livechat_waiting_queue` setting is enabled, incoming conversations should be sent to the queue instead of being assigned directly.

apps/meteor/app/livechat/server/lib/QueueManager.ts

@@ -94,8 +94,7 @@ export class QueueManager {
 
 		const inquiryAgent = await RoutingManager.delegateAgent(defaultAgent, inquiry);
 		logger.debug(`Delegating inquiry with id ${inquiry._id} to agent ${defaultAgent?.username}`);
-		await callbacks.run('livechat.beforeRouteChat', inquiry, inquiryAgent);
-		const dbInquiry = await LivechatInquiry.findOneById(inquiry._id);
+		const dbInquiry = await callbacks.run('livechat.beforeRouteChat', inquiry, inquiryAgent);
 
 		if (!dbInquiry) {
 			throw new Error('inquiry-not-found');
@@ -122,6 +121,10 @@ export class QueueManager {
 			return LivechatInquiryStatus.QUEUED;
 		}
 
+		if (settings.get('Livechat_waiting_queue')) {
+			return LivechatInquiryStatus.QUEUED;
+		}
+
 		if (RoutingManager.getConfig()?.autoAssignAgent) {
 			return LivechatInquiryStatus.READY;
 		}
@@ -135,6 +138,7 @@ export class QueueManager {
 
 	static async queueInquiry(inquiry: ILivechatInquiryRecord, room: IOmnichannelRoom, defaultAgent?: SelectedAgent | null) {
 		if (inquiry.status === 'ready') {
+			logger.debug({ msg: 'Inquiry is ready. Delegating', inquiry, defaultAgent });
 			return RoutingManager.delegateInquiry(inquiry, defaultAgent, undefined, room);
 		}
 
@@ -252,7 +256,11 @@ export class QueueManager {
 			throw new Error('room-not-found');
 		}
 
-		if (!newRoom.servedBy && settings.get('Omnichannel_calculate_dispatch_service_queue_statistics')) {
+		if (
+			!newRoom.servedBy &&
+			settings.get('Livechat_waiting_queue') &&
+			settings.get('Omnichannel_calculate_dispatch_service_queue_statistics')
+		) {
 			const [inq] = await LivechatInquiry.getCurrentSortedQueueAsync({
 				inquiryId: inquiry._id,
 				department,
@@ -320,6 +328,10 @@ export class QueueManager {
 	}
 
 	private static dispatchInquiryQueued = async (inquiry: ILivechatInquiryRecord, room: IOmnichannelRoom, agent?: SelectedAgent | null) => {
+		if (RoutingManager.getConfig()?.autoAssignAgent) {
+			return;
+		}
+
 		logger.debug(`Notifying agents of new inquiry ${inquiry._id} queued`);
 
 		const { department, rid, v } = inquiry;

apps/meteor/ee/app/livechat-enterprise/server/hooks/beforeRoutingChat.ts

@@ -63,6 +63,8 @@ callbacks.add(
 		}
 
 		await saveQueueInquiry(inquiry);
+
+		return LivechatInquiry.findOneById(inquiry._id);
 	},
 	callbacks.priority.HIGH,
 	'livechat-before-routing-chat',

apps/meteor/tests/e2e/omnichannel/omnichannel-livechat-queue-management-autoselection.spec.ts

@@ -0,0 +1,118 @@
+import { createFakeVisitor } from '../../mocks/data';
+import { IS_EE } from '../config/constants';
+import { createAuxContext } from '../fixtures/createAuxContext';
+import { Users } from '../fixtures/userStates';
+import { HomeOmnichannel, OmnichannelLiveChat } from '../page-objects';
+import { test, expect } from '../utils/test';
+
+const firstVisitor = createFakeVisitor();
+
+const secondVisitor = createFakeVisitor();
+
+test.use({ storageState: Users.user1.state });
+
+test.describe('OC - Livechat - Queue Management', () => {
+	test.skip(!IS_EE, 'Enterprise Only');
+
+	let poHomeOmnichannel: HomeOmnichannel;
+	let poLiveChat: OmnichannelLiveChat;
+
+	const waitingQueueMessage = 'This is a message from Waiting Queue';
+
+	test.beforeAll(async ({ api, browser }) => {
+		await Promise.all([
+			api.post('/settings/Livechat_Routing_Method', { value: 'Auto_Selection' }),
+			api.post('/settings/Livechat_accept_chats_with_no_agents', { value: true }),
+			api.post('/settings/Livechat_waiting_queue', { value: true }),
+			api.post('/settings/Livechat_waiting_queue_message', { value: waitingQueueMessage }),
+			api.post('/livechat/users/agent', { username: 'user1' }),
+		]);
+
+		const { page: omniPage } = await createAuxContext(browser, Users.user1, '/', true);
+		poHomeOmnichannel = new HomeOmnichannel(omniPage);
+
+		// Agent will be offline for these tests
+		await poHomeOmnichannel.sidenav.switchOmnichannelStatus('offline');
+	});
+
+	test.beforeEach(async ({ browser, api }) => {
+		const context = await browser.newContext();
+		const page2 = await context.newPage();
+
+		poLiveChat = new OmnichannelLiveChat(page2, api);
+		await poLiveChat.page.goto('/livechat');
+	});
+
+	test.afterAll(async ({ api }) => {
+		await Promise.all([
+			api.post('/settings/Livechat_waiting_queue', { value: false }),
+			api.post('/settings/Livechat_waiting_queue_message', { value: '' }),
+			api.delete('/livechat/users/agent/user1'),
+		]);
+		await poHomeOmnichannel.page.close();
+	});
+
+	test.describe('OC - Queue Management - Auto Selection', () => {
+		let poLiveChat2: OmnichannelLiveChat;
+
+		test.beforeEach(async ({ browser, api }) => {
+			const context = await browser.newContext();
+			const page = await context.newPage();
+			poLiveChat2 = new OmnichannelLiveChat(page, api);
+			await poLiveChat2.page.goto('/livechat');
+		});
+
+		test.afterEach(async () => {
+			await poLiveChat2.closeChat();
+			await poLiveChat2.page.close();
+			await poLiveChat.closeChat();
+			await poLiveChat.page.close();
+		});
+
+		test('Update user position on Queue', async () => {
+			await test.step('should start livechat session', async () => {
+				await poLiveChat.openAnyLiveChatAndSendMessage({
+					liveChatUser: firstVisitor,
+					message: 'Test message',
+					isOffline: false,
+				});
+			});
+
+			await test.step('expect to receive Waiting Queue message on chat', async () => {
+				await expect(poLiveChat.page.locator(`div >> text=${waitingQueueMessage}`)).toBeVisible();
+			});
+
+			await test.step('expect to be on spot #1', async () => {
+				await expect(poLiveChat.queuePosition(1)).toBeVisible();
+			});
+
+			await test.step('should start secondary livechat session', async () => {
+				await poLiveChat2.openAnyLiveChatAndSendMessage({
+					liveChatUser: secondVisitor,
+					message: 'Test message',
+					isOffline: false,
+				});
+			});
+
+			await test.step('should start secondary livechat on spot #2', async () => {
+				await expect(poLiveChat2.queuePosition(2)).toBeVisible();
+			});
+
+			await test.step('should start the queue by making the agent available again', async () => {
+				await poHomeOmnichannel.sidenav.switchOmnichannelStatus('online');
+			});
+
+			await test.step('user1 should get assigned to the first chat', async () => {
+				await expect(poLiveChat.queuePosition(1)).not.toBeVisible();
+			});
+
+			await test.step('secondary session should be on position #1', async () => {
+				await expect(poLiveChat2.queuePosition(1)).toBeVisible();
+			});
+
+			await test.step('secondary session should be taken by user1', async () => {
+				await expect(poLiveChat2.queuePosition(1)).not.toBeVisible();
+			});
+		});
+	});
+});

apps/meteor/tests/e2e/page-objects/omnichannel-livechat.ts

@@ -223,4 +223,8 @@ export class OmnichannelLiveChat {
 
 		await this.fileUploadTarget.dispatchEvent('drop', { dataTransfer });
 	}
+
+	queuePosition(position: number): Locator {
+		return this.page.locator(`div[role='alert'] >> text=Your spot is #${position}`);
+	}
 }