feat(helpdesk): add customer engagement analytics page [skip ci]
New "Customer analytics" page under Monitoring: surfaces who is actively in contact vs. who has gone quiet, so the team can reach out before a customer slips away. - KPI tiles: total / active / no-contact / never-in-contact - "Customers without recent contact" — longest silence first - "Top customers by communication" — most ticket activity in the period - Configurable no-contact threshold (helpdesk settings, default 60 days) CustomerEngagementService aggregates the global ticket snapshot per customer (same single-pull model as RiskRadarService — no N+1 to BC). Last contact is the most recent ticket activity; silence beyond the threshold flags the customer. Revenue ranking deferred (BC OData exposes no per-customer ledger). All within modules/helpdesk/. Tests + PHPStan green. Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>
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aminovfariz
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<?php
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namespace MintyPHP\Tests\Module\Helpdesk\Service;
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use MintyPHP\Module\Helpdesk\Service\CustomerEngagementService;
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use PHPUnit\Framework\TestCase;
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class CustomerEngagementServiceTest extends TestCase
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{
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// Fixed "now" so tests are deterministic: 2026-06-25 12:00:00 UTC.
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private const NOW_TS = 1782475200;
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/**
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* @return array<string, mixed>
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*/
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private static function ticket(
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string $no,
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string $customerNo,
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string $customerName,
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int $createdDaysAgo,
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?int $lastActivityDaysAgo = null
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): array {
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$createdTs = self::NOW_TS - ($createdDaysAgo * 86400);
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$activityTs = $lastActivityDaysAgo !== null
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? self::NOW_TS - ($lastActivityDaysAgo * 86400)
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: $createdTs;
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return [
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'No' => $no,
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'Customer_No' => $customerNo,
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'Cust_Name' => $customerName,
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'Created_On' => gmdate('Y-m-d\TH:i:s\Z', $createdTs),
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'Last_Activity_Date' => gmdate('Y-m-d\TH:i:s\Z', $activityTs),
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'Ticket_State' => 'Offen',
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];
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}
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public function testEmptyTicketsReturnsEmptyResult(): void
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{
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$result = CustomerEngagementService::buildEngagement([], 90, 60, self::NOW_TS);
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$this->assertSame(0, $result['summary']['total_customers']);
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$this->assertSame(0, $result['summary']['active']);
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$this->assertSame(0, $result['summary']['silent']);
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$this->assertSame([], $result['silent']);
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$this->assertSame([], $result['top_communication']);
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}
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public function testSkipsTicketsWithoutCustomerNo(): void
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{
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$tickets = [
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self::ticket('T1', '', 'No Customer', 5),
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self::ticket('T2', '10610', 'Valid', 5),
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];
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$result = CustomerEngagementService::buildEngagement($tickets, 90, 60, self::NOW_TS);
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$this->assertSame(1, $result['summary']['total_customers']);
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}
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public function testAggregatesTicketCountsPerCustomer(): void
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{
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$tickets = [
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self::ticket('T1', '10610', 'Kunde A', 5),
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self::ticket('T2', '10610', 'Kunde A', 10),
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self::ticket('T3', '10620', 'Kunde B', 3),
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];
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$result = CustomerEngagementService::buildEngagement($tickets, 90, 60, self::NOW_TS);
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$this->assertSame(2, $result['summary']['total_customers']);
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$top = $result['top_communication'];
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$byCustomer = [];
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foreach ($top as $row) {
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$byCustomer[$row['customer_no']] = $row;
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}
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$this->assertSame(2, $byCustomer['10610']['ticket_count_period']);
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$this->assertSame(1, $byCustomer['10620']['ticket_count_period']);
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}
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public function testActiveCustomerWithinThreshold(): void
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{
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// Last contact 10 days ago, threshold 60 => active.
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$tickets = [self::ticket('T1', '10610', 'Kunde A', 10)];
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$result = CustomerEngagementService::buildEngagement($tickets, 90, 60, self::NOW_TS);
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$this->assertSame(1, $result['summary']['active']);
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$this->assertSame(0, $result['summary']['silent']);
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$this->assertSame([], $result['silent']);
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}
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public function testSilentCustomerBeyondThreshold(): void
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{
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// Last contact 90 days ago, threshold 60 => silent.
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$tickets = [self::ticket('T1', '10610', 'Kunde A', 90)];
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$result = CustomerEngagementService::buildEngagement($tickets, 365, 60, self::NOW_TS);
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$this->assertSame(0, $result['summary']['active']);
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$this->assertSame(1, $result['summary']['silent']);
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$this->assertCount(1, $result['silent']);
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$this->assertSame('10610', $result['silent'][0]['customer_no']);
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$this->assertSame('silent', $result['silent'][0]['status']);
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$this->assertSame(90, $result['silent'][0]['days_since_contact']);
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}
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public function testLastContactUsesMostRecentActivity(): void
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{
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// Two tickets: one created 100 days ago but updated 5 days ago, one created 50 days ago.
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// Most recent activity is 5 days ago => active.
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$tickets = [
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self::ticket('T1', '10610', 'Kunde A', 100, 5),
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self::ticket('T2', '10610', 'Kunde A', 50, 50),
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];
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$result = CustomerEngagementService::buildEngagement($tickets, 365, 60, self::NOW_TS);
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$this->assertSame(1, $result['summary']['active']);
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$row = $result['top_communication'][0];
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$this->assertSame(5, $row['days_since_contact']);
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}
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public function testSilentListSortedByLongestSilenceFirst(): void
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{
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$tickets = [
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self::ticket('T1', '10610', 'Recently Silent', 70),
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self::ticket('T2', '10620', 'Long Silent', 200),
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self::ticket('T3', '10630', 'Mid Silent', 120),
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];
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$result = CustomerEngagementService::buildEngagement($tickets, 365, 60, self::NOW_TS);
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$order = array_column($result['silent'], 'customer_no');
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$this->assertSame(['10620', '10630', '10610'], $order);
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}
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public function testTopCommunicationExcludesCustomersWithNoPeriodActivity(): void
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{
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// Ticket older than the 30-day period => not counted in top list.
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$tickets = [
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self::ticket('T1', '10610', 'Active', 5),
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self::ticket('T2', '10620', 'Old', 100),
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];
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$result = CustomerEngagementService::buildEngagement($tickets, 30, 60, self::NOW_TS);
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$tops = array_column($result['top_communication'], 'customer_no');
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$this->assertContains('10610', $tops);
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$this->assertNotContains('10620', $tops);
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}
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public function testIgnoresUninitializedBcDates(): void
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{
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// BC sentinel date 0001-01-01 must be treated as "no contact".
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$tickets = [[
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'No' => 'T1',
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'Customer_No' => '10610',
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'Cust_Name' => 'Kunde A',
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'Created_On' => '0001-01-01T00:00:00Z',
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'Last_Activity_Date' => '0001-01-01T00:00:00Z',
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'Ticket_State' => 'Offen',
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]];
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$result = CustomerEngagementService::buildEngagement($tickets, 90, 60, self::NOW_TS);
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$this->assertSame(1, $result['summary']['no_contact_ever']);
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$this->assertNull($result['silent'][0]['last_contact_ts']);
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$this->assertSame('no_contact_ever', $result['silent'][0]['status']);
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}
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public function testMetaReflectsInputs(): void
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{
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$result = CustomerEngagementService::buildEngagement([], 180, 45, self::NOW_TS, true);
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$this->assertSame(180, $result['meta']['period_days']);
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$this->assertSame(45, $result['meta']['inactivity_days']);
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$this->assertTrue($result['meta']['truncated']);
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$this->assertSame('medium', $result['meta']['confidence']);
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$this->assertSame(self::NOW_TS, $result['meta']['generated_ts']);
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}
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}
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