fix: Enabled when agent idle setting not being respected by routing algorithms

apps/meteor/app/livechat/server/lib/routing/AutoSelection.ts

@@ -38,7 +38,7 @@ class AutoSelection implements IRoutingMethod {
 			);
 		}
 
-		return Users.getNextAgent(ignoreAgentId, extraQuery);
+		return Users.getNextAgent(ignoreAgentId, extraQuery, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
 	}
 }
 

apps/meteor/ee/app/livechat-enterprise/server/lib/routing/LoadBalancing.ts

@@ -1,6 +1,7 @@
 import { Users } from '@rocket.chat/models';
 
 import { RoutingManager } from '../../../../../../app/livechat/server/lib/RoutingManager';
+import { settings } from '../../../../../../app/settings/server';
 import type { IRoutingManagerConfig } from '../../../../../../definition/IRoutingManagerConfig';
 
 /* Load Balancing Queuing method:
@@ -28,7 +29,11 @@ class LoadBalancing {
 	}
 
 	async getNextAgent(department?: string, ignoreAgentId?: string) {
-		const nextAgent = await Users.getNextLeastBusyAgent(department, ignoreAgentId);
+		const nextAgent = await Users.getNextLeastBusyAgent(
+			department,
+			ignoreAgentId,
+			settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+		);
 		if (!nextAgent) {
 			return;
 		}

apps/meteor/ee/app/livechat-enterprise/server/lib/routing/LoadRotation.ts

@@ -2,6 +2,7 @@ import type { IOmnichannelCustomAgent } from '@rocket.chat/core-typings';
 import { Users } from '@rocket.chat/models';
 
 import { RoutingManager } from '../../../../../../app/livechat/server/lib/RoutingManager';
+import { settings } from '../../../../../../app/settings/server';
 import type { IRoutingManagerConfig } from '../../../../../../definition/IRoutingManagerConfig';
 
 /* Load Rotation Queuing method:
@@ -27,7 +28,11 @@ class LoadRotation {
 	}
 
 	public async getNextAgent(department?: string, ignoreAgentId?: string): Promise<IOmnichannelCustomAgent | undefined> {
-		const nextAgent = await Users.getLastAvailableAgentRouted(department, ignoreAgentId);
+		const nextAgent = await Users.getLastAvailableAgentRouted(
+			department,
+			ignoreAgentId,
+			settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+		);
 		if (!nextAgent) {
 			return;
 		}

apps/meteor/tests/end-to-end/api/livechat/24-routing.ts

@@ -21,7 +21,7 @@ import { password } from '../../../data/user';
 import { createUser, deleteUser, login, setUserActiveStatus, setUserStatus } from '../../../data/users.helper';
 import { IS_EE } from '../../../e2e/config/constants';
 
-(IS_EE ? describe : describe.skip)('Omnichannel - Routing', () => {
+(IS_EE ? describe.only : describe.skip)('Omnichannel - Routing', () => {
 	before((done) => getCredentials(done));
 
 	after(async () => {
@@ -98,6 +98,7 @@ import { IS_EE } from '../../../e2e/config/constants';
 				deleteUser(testUser2.user),
 				deleteUser(testUser3.user),
 				updateSetting('Livechat_assign_new_conversation_to_bot', false),
+				updateSetting('Livechat_enabled_when_agent_idle', true),
 			]),
 		);
 
@@ -124,20 +125,17 @@ import { IS_EE } from '../../../e2e/config/constants';
 			expect(roomInfo.servedBy).to.be.an('object');
 			expect(roomInfo.servedBy?._id).to.not.be.equal(testUser2.user._id);
 		});
-		(IS_EE ? it : it.skip)(
-			'should route to contact manager if it is online and Livechat_assign_new_conversation_to_bot is enabled',
-			async () => {
-				const visitor = await createVisitor(testDepartment._id, faker.person.fullName(), visitorEmail);
-				const room = await createLivechatRoom(visitor.token);
+		it('should route to contact manager if it is online and Livechat_assign_new_conversation_to_bot is enabled', async () => {
+			const visitor = await createVisitor(testDepartment._id, faker.person.fullName(), visitorEmail);
+			const room = await createLivechatRoom(visitor.token);
 
-				await sleep(5000);
+			await sleep(5000);
 
-				const roomInfo = await getLivechatRoomInfo(room._id);
+			const roomInfo = await getLivechatRoomInfo(room._id);
 
-				expect(roomInfo.servedBy).to.be.an('object');
-				expect(roomInfo.servedBy?._id).to.be.equal(testUser3.user._id);
-			},
-		);
+			expect(roomInfo.servedBy).to.be.an('object');
+			expect(roomInfo.servedBy?._id).to.be.equal(testUser3.user._id);
+		});
 		it('should fail to start a conversation if there is noone available and Livechat_accept_chats_with_no_agents is false', async () => {
 			await updateSetting('Livechat_accept_chats_with_no_agents', false);
 			await makeAgentUnavailable(testUser.credentials);
@@ -195,21 +193,28 @@ import { IS_EE } from '../../../e2e/config/constants';
 			const roomInfo = await getLivechatRoomInfo(room._id);
 			expect(roomInfo.servedBy).to.be.undefined;
 		});
-		(IS_EE ? it : it.skip)(
-			'should route to another available agent if contact manager is unavailable and Livechat_assign_new_conversation_to_bot is enabled',
-			async () => {
-				await makeAgentAvailable(testUser.credentials);
-				const visitor = await createVisitor(testDepartment._id, faker.person.fullName(), visitorEmail);
-				const room = await createLivechatRoom(visitor.token);
+		it('should route to an idle user', async () => {
+			await updateSetting('Livechat_enabled_when_agent_idle', true);
+			await makeAgentAvailable(testUser.credentials);
+			await setUserStatus(testUser.credentials, UserStatus.AWAY);
 
-				await sleep(5000);
+			const visitor = await createVisitor(testDepartment._id);
+			const room = await createLivechatRoom(visitor.token);
 
-				const roomInfo = await getLivechatRoomInfo(room._id);
+			const roomInfo = await getLivechatRoomInfo(room._id);
+			expect(roomInfo.servedBy).to.be.an('object');
+		});
+		it('should route to another available agent if contact manager is unavailable and Livechat_assign_new_conversation_to_bot is enabled', async () => {
+			const visitor = await createVisitor(testDepartment._id, faker.person.fullName(), visitorEmail);
+			const room = await createLivechatRoom(visitor.token);
 
-				expect(roomInfo.servedBy).to.be.an('object');
-				expect(roomInfo.servedBy?._id).to.be.equal(testUser.user._id);
-			},
-		);
+			await sleep(5000);
+
+			const roomInfo = await getLivechatRoomInfo(room._id);
+
+			expect(roomInfo.servedBy).to.be.an('object');
+			expect(roomInfo.servedBy?._id).to.be.equal(testUser.user._id);
+		});
 	});
 	describe('Load Balancing', () => {
 		before(async () => {
@@ -299,6 +304,19 @@ import { IS_EE } from '../../../e2e/config/constants';
 			expect(roomInfo.servedBy).to.be.an('object');
 			expect(roomInfo.servedBy?._id).to.be.equal(testUser2.user._id);
 		});
+		it('should route to agents even if theyre idle when setting is enabled', async () => {
+			await setUserStatus(testUser.credentials, UserStatus.AWAY);
+			await setUserStatus(testUser2.credentials, UserStatus.AWAY);
+
+			const visitor = await createVisitor(testDepartment._id);
+			const room = await createLivechatRoom(visitor.token);
+
+			await sleep(5000);
+
+			const roomInfo = await getLivechatRoomInfo(room._id);
+			// Not checking who, just checking it's served
+			expect(roomInfo.servedBy).to.be.an('object');
+		});
 	});
 	describe('Load Rotation', () => {
 		before(async () => {
@@ -388,5 +406,19 @@ import { IS_EE } from '../../../e2e/config/constants';
 			expect(roomInfo.servedBy).to.be.an('object');
 			expect(roomInfo.servedBy?._id).to.be.equal(testUser.user._id);
 		});
+		it('should route to agents even if theyre idle when setting is enabled', async () => {
+			await updateSetting('Livechat_enabled_when_agent_idle', true);
+			await setUserStatus(testUser.credentials, UserStatus.AWAY);
+			await setUserStatus(testUser2.credentials, UserStatus.AWAY);
+
+			const visitor = await createVisitor(testDepartment._id);
+			const room = await createLivechatRoom(visitor.token);
+
+			await sleep(5000);
+
+			const roomInfo = await getLivechatRoomInfo(room._id);
+			// Not checking who, just checking it's served
+			expect(roomInfo.servedBy).to.be.an('object');
+		});
 	});
 });

packages/model-typings/src/models/IUsersModel.ts

@@ -98,10 +98,12 @@ export interface IUsersModel extends IBaseModel<IUser> {
 	getNextLeastBusyAgent(
 		department: any,
 		ignoreAgentId: any,
+		isEnabledWhenAgentIdle?: boolean,
 	): Promise<{ agentId: string; username: string; lastRoutingTime: Date; departments: any[]; count: number }>;
 	getLastAvailableAgentRouted(
 		department: any,
 		ignoreAgentId: any,
+		isEnabledWhenAgentIdle?: boolean,
 	): Promise<{ agentId: string; username: string; lastRoutingTime: Date; departments: any[] }>;
 
 	setLastRoutingTime(userId: any): Promise<number>;
@@ -274,7 +276,11 @@ export interface IUsersModel extends IBaseModel<IUser> {
 	): Promise<ILivechatAgent | null>;
 	findAgents(): FindCursor<ILivechatAgent>;
 	countAgents(): Promise<number>;
-	getNextAgent(ignoreAgentId?: string, extraQuery?: Filter<IUser>): Promise<{ agentId: string; username: string } | null>;
+	getNextAgent(
+		ignoreAgentId?: string,
+		extraQuery?: Filter<IUser>,
+		enabledWhenAgentIdle?: boolean,
+	): Promise<{ agentId: string; username: string } | null>;
 	getNextBotAgent(ignoreAgentId?: string): Promise<{ agentId: string; username: string } | null>;
 	setLivechatStatus(userId: string, status: ILivechatAgentStatus): Promise<UpdateResult>;
 	makeAgentUnavailableAndUnsetExtension(userId: string): Promise<UpdateResult>;

packages/models/src/models/Users.js

@@ -483,16 +483,10 @@ export class UsersRaw extends BaseRaw {
 		return this.col.distinct('federation.origin', { federation: { $exists: true } });
 	}
 
-	async getNextLeastBusyAgent(department, ignoreAgentId) {
+	async getNextLeastBusyAgent(department, ignoreAgentId, isEnabledWhenAgentIdle) {
+		const match = queryStatusAgentOnline({ ...(ignoreAgentId && { _id: { $ne: ignoreAgentId } }) }, isEnabledWhenAgentIdle);
 		const aggregate = [
-			{
-				$match: {
-					status: { $exists: true, $ne: 'offline' },
-					statusLivechat: 'available',
-					roles: 'livechat-agent',
-					...(ignoreAgentId && { _id: { $ne: ignoreAgentId } }),
-				},
-			},
+			{ $match: match },
 			{
 				$lookup: {
 					from: 'rocketchat_subscription',
@@ -549,16 +543,10 @@ export class UsersRaw extends BaseRaw {
 		return agent;
 	}
 
-	async getLastAvailableAgentRouted(department, ignoreAgentId) {
+	async getLastAvailableAgentRouted(department, ignoreAgentId, isEnabledWhenAgentIdle) {
+		const match = queryStatusAgentOnline({ ...(ignoreAgentId && { _id: { $ne: ignoreAgentId } }) }, isEnabledWhenAgentIdle);
 		const aggregate = [
-			{
-				$match: {
-					status: { $exists: true, $ne: 'offline' },
-					statusLivechat: 'available',
-					roles: 'livechat-agent',
-					...(ignoreAgentId && { _id: { $ne: ignoreAgentId } }),
-				},
-			},
+			{ $match: match },
 			{
 				$lookup: {
 					from: 'rocketchat_livechat_department_agents',
@@ -1748,7 +1736,7 @@ export class UsersRaw extends BaseRaw {
 	}
 
 	// 2
-	async getNextAgent(ignoreAgentId, extraQuery) {
+	async getNextAgent(ignoreAgentId, extraQuery, enabledWhenAgentIdle) {
 		// TODO: Create class Agent
 		// fetch all unavailable agents, and exclude them from the selection
 		const unavailableAgents = (await this.getUnavailableAgents(null, extraQuery)).map((u) => u.username);
@@ -1758,7 +1746,7 @@ export class UsersRaw extends BaseRaw {
 			username: { $nin: unavailableAgents },
 		};
 
-		const query = queryStatusAgentOnline(extraFilters);
+		const query = queryStatusAgentOnline(extraFilters, enabledWhenAgentIdle);
 
 		const sort = {
 			livechatCount: 1,