upstream-rocketchat/apps/meteor/server/services/omnichannel/queue.ts

import { ServiceStarter } from '@rocket.chat/core-services';
import { LivechatInquiryStatus, type InquiryWithAgentInfo, type IOmnichannelQueue } from '@rocket.chat/core-typings';
import { License } from '@rocket.chat/license';
import { LivechatInquiry, LivechatRooms } from '@rocket.chat/models';
import { tracerSpan } from '@rocket.chat/tracing';

import { queueLogger } from './logger';
import { getOmniChatSortQuery } from '../../../app/livechat/lib/inquiries';
import { metrics } from '../../lib/metrics';
import { notifyOnLivechatInquiryChangedByRoom } from '../../lib/notifyListener';
import { dispatchAgentDelegated } from '../../lib/omnichannel/Helper';
import { RoutingManager } from '../../lib/omnichannel/RoutingManager';
import { getInquirySortMechanismSetting } from '../../lib/omnichannel/settings';
import { settings } from '../../settings';

const DEFAULT_RACE_TIMEOUT = 5000;

export class OmnichannelQueue implements IOmnichannelQueue {
	private serviceStarter: ServiceStarter;

	private timeoutHandler: ReturnType<typeof setTimeout> | null = null;

	constructor() {
		this.serviceStarter = new ServiceStarter(
			() => this._start(),
			() => this._stop(),
		);
	}

	private running = false;

	private errorDelay = 10 * 1000; // 10 seconds

	private delay() {
		const timeout = settings.get<number>('Omnichannel_queue_delay_timeout') ?? 5;
		return timeout < 1 ? DEFAULT_RACE_TIMEOUT : timeout * 1000;
	}

	public isRunning() {
		return this.running;
	}

	private async _start() {
		if (this.running) {
			return;
		}

		const activeQueues = await this.getActiveQueues();
		queueLogger.debug({ msg: 'Active queues', count: activeQueues.length });
		this.running = true;

		queueLogger.info('Service started');
		return this.execute();
	}

	private async _stop() {
		if (!this.running) {
			return;
		}

		await LivechatInquiry.unlockAll();

		this.running = false;

		if (this.timeoutHandler !== null) {
			clearTimeout(this.timeoutHandler);
			this.timeoutHandler = null;
		}

		queueLogger.info('Service stopped');
	}

	async start() {
		return this.serviceStarter.start();
	}

	async stop() {
		return this.serviceStarter.stop();
	}

	private async getActiveQueues() {
		return (await LivechatInquiry.getDistinctQueuedDepartments({})).map(({ _id }) => _id);
	}

	private async execute() {
		try {
			if (!this.running) {
				queueLogger.debug('Queue stopped. Cannot execute');
				return;
			}

			if (await License.shouldPreventAction('monthlyActiveContacts', 1)) {
				queueLogger.debug('MAC limit reached. Queue wont execute');
				this.running = false;
				return;
			}

			// We still go 1 by 1, but we go with every queue every cycle instead of just 1 queue per cycle
			// And we get tracing :)
			const queues = await this.getActiveQueues();
			for await (const queue of queues) {
				await tracerSpan(
					'omnichannel.queue',
					{ attributes: { workerTime: new Date().toISOString(), queue: queue || 'Public' }, root: true },
					() => this.checkQueue(queue),
				);
			}

			this.scheduleExecution();
		} catch (e) {
			queueLogger.error({
				msg: 'Queue Worker Error. Rescheduling with extra delay',
				extraDelay: this.errorDelay,
				err: e,
			});
			this.scheduleExecution(this.errorDelay);
		}
	}

	private async checkQueue(queue: string | null) {
		queueLogger.debug({ msg: 'Processing items for queue', queue: queue || 'Public' });
		try {
			const nextInquiry = await LivechatInquiry.findNextAndLock(getOmniChatSortQuery(getInquirySortMechanismSetting()), queue);
			if (!nextInquiry) {
				queueLogger.debug({ msg: 'No more items for queue', queue: queue || 'Public' });
				return;
			}

			const result = await this.processWaitingQueue(queue, nextInquiry as InquiryWithAgentInfo);

			if (!result) {
				queueLogger.debug({ msg: 'Inquiry not taken. Unlocking and re-queueing', inquiry: nextInquiry._id });
				return await LivechatInquiry.unlock(nextInquiry._id);
			}

			queueLogger.debug({ msg: 'Inquiry taken successfully. Unlocking', inquiry: nextInquiry._id });
			await LivechatInquiry.unlock(nextInquiry._id);
			queueLogger.debug({
				msg: 'Inquiry processed',
				inquiry: nextInquiry._id,
				queue: queue || 'Public',
				result,
			});
		} catch (e) {
			metrics.totalItemsFailedByQueue.inc({ queue: queue || 'Public' });
			queueLogger.error({
				msg: 'Error processing queue',
				queue: queue || 'Public',
				err: e,
			});
		}
	}

	private scheduleExecution(extraDelay?: number): void {
		if (this.timeoutHandler !== null) {
			return;
		}

		this.timeoutHandler = setTimeout(
			() => {
				this.timeoutHandler = null;
				return this.execute();
			},
			this.delay() + (extraDelay || 0),
		);
	}

	async shouldStart() {
		if (!settings.get('Livechat_enabled')) {
			void this.stop();
			return;
		}

		const routingSupportsAutoAssign = RoutingManager.getConfig()?.autoAssignAgent;
		queueLogger.debug({
			msg: 'Routing method supports auto assignment',
			method: settings.get('Livechat_Routing_Method'),
			status: routingSupportsAutoAssign ? 'Starting' : 'Stopping',
		});

		void (routingSupportsAutoAssign ? this.start() : this.stop());
	}

	private async reconciliation(reason: 'closed' | 'taken' | 'missing', { roomId, inquiryId }: { roomId: string; inquiryId: string }) {
		switch (reason) {
			case 'closed': {
				queueLogger.debug({
					msg: 'Room closed. Removing inquiry',
					roomId,
					inquiryId,
					step: 'reconciliation',
				});
				await LivechatInquiry.removeByRoomId(roomId);
				void notifyOnLivechatInquiryChangedByRoom(roomId, 'removed');
				break;
			}
			case 'taken': {
				queueLogger.debug({
					msg: 'Room taken. Updating inquiry status',
					roomId,
					inquiryId,
					step: 'reconciliation',
				});
				// Reconciliate served inquiries, by updating their status to taken after queue tried to pick and failed
				await LivechatInquiry.takeInquiry(inquiryId);
				void notifyOnLivechatInquiryChangedByRoom(roomId, 'updated', { status: LivechatInquiryStatus.TAKEN, takenAt: new Date() });
				break;
			}
			case 'missing': {
				queueLogger.debug({
					msg: 'Room from inquiry missing. Removing inquiry',
					roomId,
					inquiryId,
					step: 'reconciliation',
				});
				await LivechatInquiry.removeByRoomId(roomId);
				void notifyOnLivechatInquiryChangedByRoom(roomId, 'removed');
				break;
			}
			default: {
				return true;
			}
		}

		return true;
	}

	private async processWaitingQueue(department: string | null, inquiry: InquiryWithAgentInfo) {
		const queue = department || 'Public';

		queueLogger.debug({ msg: 'Processing inquiry', inquiry: inquiry._id, queue });
		const { defaultAgent } = inquiry;

		const roomFromDb = await LivechatRooms.findOneById(inquiry.rid);

		// This is a precaution to avoid taking inquiries tied to rooms that no longer exist.
		// This should never happen.
		if (!roomFromDb) {
			metrics.totalItemsProcessedByReconciliationQueue.inc({ queue, action: 'missing_room' });
			return this.reconciliation('missing', { roomId: inquiry.rid, inquiryId: inquiry._id });
		}

		// This is a precaution to avoid taking the same inquiry multiple times. It should not happen, but it's a safety net
		if (roomFromDb.servedBy) {
			metrics.totalItemsProcessedByReconciliationQueue.inc({ queue, action: 'room_taken' });
			return this.reconciliation('taken', { roomId: inquiry.rid, inquiryId: inquiry._id });
		}

		// This is another precaution. If the room is closed, we should not take it
		if (roomFromDb.closedAt) {
			metrics.totalItemsProcessedByReconciliationQueue.inc({ queue, action: 'room_closed' });
			return this.reconciliation('closed', { roomId: inquiry.rid, inquiryId: inquiry._id });
		}

		const room = await RoutingManager.delegateInquiry(inquiry, defaultAgent, undefined, roomFromDb);

		if (!room) {
			queueLogger.debug({ msg: 'RoutingManager failed to delegate inquiry', inquiry: inquiry._id, queue });
			return false;
		}

		if (room.servedBy) {
			const {
				_id: rid,
				servedBy: { _id: agentId },
			} = room;
			queueLogger.debug({ msg: 'Inquiry taken successfully by agent. Notifying', inquiry: inquiry._id, agentId });
			setTimeout(() => {
				void dispatchAgentDelegated(rid, agentId);
			}, 1000);

			const waitTimeSeconds = (Date.now() - inquiry.ts.getTime()) / 1000;
			metrics.timeToQueueProcessingByQueue.observe({ queue }, waitTimeSeconds);
			metrics.timeToQueueProcessingByQueueHistogram.observe({ queue }, waitTimeSeconds);
			metrics.totalItemsProcessedByQueue.inc({ queue });
			return true;
		}

		return false;
	}
}