private int getChatDuration(Date start, ChatSession session) {
long startTime = start.getTime();
long end = startTime;
List<AgentChatSession> agents = session.getAgentList();
for (AgentChatSession chatSession : agents) {
if (end < chatSession.getEndTime()) {
end = chatSession.getEndTime();
}
}
return (int) ((end - startTime) / 1000 / 60);
}
public void chatSupportFinished(Workgroup workgroup, String sessionID) {
Log.debug("Chat Support Finished, sending transcripts");
final EmailService emailService = EmailService.getInstance();
String property = JiveGlobals.getProperty("mail.configured");
if (!ModelUtil.hasLength(property)) {
Log.debug("Mail settings are not configured, transcripts will not be sent.");
return;
}
final ChatSession chatSession = ChatTranscriptManager.getChatSession(sessionID);
if (chatSession == null || chatSession.getFirstSession() == null) {
return;
}
final StringBuilder builder = new StringBuilder();
SimpleDateFormat formatter = new SimpleDateFormat("MM/dd/yyy hh:mm a");
// Get duration of conversation
Date date = new Date(chatSession.getFirstSession().getStartTime());
int duration = getChatDuration(date, chatSession);
TreeMap<String, List<String>> map =
new TreeMap<String, List<String>>(chatSession.getMetadata());
String body = JiveGlobals.getProperty("chat.transcript.body");
if (ModelUtil.hasLength(body)) {
builder.append(body).append("\n\n");
}
builder.append("formname=chat transcript\n");
extractAndDisplay(builder, "question", map);
display(builder, "fullname", chatSession.getCustomerName());
extractAndDisplay(builder, "email", map);
extractAndDisplay(builder, "Location", map);
extractAndDisplay(builder, "userID", map);
extractAndDisplay(builder, "username", map);
extractAndDisplay(builder, "workgroup", map);
display(builder, "chatduration", String.valueOf(duration));
display(builder, "chatdate", formatter.format(date));
if (chatSession.getFirstSession() != null
&& chatSession.getFirstSession().getAgentJID() != null) {
try {
display(builder, "agent", new JID(chatSession.getFirstSession().getAgentJID()).toBareJID());
} catch (Exception e) {
Log.debug("Could not display agent in transcript.", e);
}
}
for (Iterator<Map.Entry<String, List<String>>> iterator = map.entrySet().iterator();
iterator.hasNext(); ) {
Map.Entry<String, List<String>> entry = iterator.next();
display(builder, entry.getKey(), getListItem(entry.getValue()));
}
builder.append("ctranscript=\n");
builder.append(ChatTranscriptManager.getTextTranscriptFromSessionID(sessionID));
String subject = JiveGlobals.getProperty("chat.transcript.subject");
String from = JiveGlobals.getProperty("chat.transcript.from");
String to = JiveGlobals.getProperty("chat.transcript.to");
if (!ModelUtil.hasLength(subject) || !ModelUtil.hasLength(from)) {
Log.debug(
"Transcript settings (chat.transcript.subject, chat.transcript.from) are not configured, "
+ "transcripts will not be sent.");
return;
}
if (ModelUtil.hasLength(to)) {
emailService.sendMessage(
"Chat Transcript", to, "Chat Transcript", from, subject, builder.toString(), null);
Log.debug("Transcript sent to " + to);
}
// NOTE: Do not sent to the customer. They will receive a prompt for a seperate chat transcript
// that does not contain agent information.
// Send to Agents
UserManager um = UserManager.getInstance();
for (Iterator<AgentChatSession> iterator = chatSession.getAgents(); iterator.hasNext(); ) {
AgentChatSession agentSession = iterator.next();
try {
User user = um.getUser(new JID(agentSession.getAgentJID()).getNode());
emailService.sendMessage(
"Chat Transcript",
user.getEmail(),
"Chat Transcript",
from,
subject,
builder.toString(),
null);
Log.debug("Transcript sent to agent " + agentSession.getAgentJID());
} catch (UserNotFoundException e) {
Log.error(
"Email Transcript Not Sent:"
+ "Could not load agent user object for jid "
+ agentSession.getAgentJID());
}
}
}
