Merge pull request #664 from techmatters/CHI-2818-fix_transfer_target

CHI-2818: Change capacity adjustment approach
techmatters · Aug 15, 2024 · 3eb0ea8 · 3eb0ea8
2 parents dd5c11d + 79cadc4
commit 3eb0ea8
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Showing 5 changed files with 59 additions and 50 deletions.
diff --git a/functions/adjustChatCapacity.ts b/functions/adjustChatCapacity.ts
@@ -32,7 +32,8 @@ type EnvVars = {
 
 export type Body = {
   workerSid?: string;
-  adjustment?: 'increase' | 'decrease' | 'increaseUntilCapacityAvailable';
+  // 'increase' and 'decease' can be removed once backend manual pulling is enabled everywhere
+  adjustment?: 'increase' | 'decrease' | 'increaseUntilCapacityAvailable' | 'setTo1';
   request: { cookies: {}; headers: {} };
 };
 
@@ -120,6 +121,17 @@ export const adjustChatCapacity = async (
     return { status: 200, message: 'Successfully decreased channel capacity' };
   }
 
+  if (body.adjustment === 'setTo1') {
+    if (channel.configuredCapacity !== 1) {
+      await channel.update({ capacity: 1 });
+      // If configuredCapacity is already 1, send status 200 to avoid error on client side
+      return { status: 200, message: 'Successfully reset channel capacity to 1' };
+    }
+
+    // If configuredCapacity is already 1, send status 200 to avoid error on client side
+    return { status: 200, message: 'Channel capacity already 1, no adjustment made.' };
+  }
+
   return { status: 400, message: 'Invalid adjustment argument' };
 };
 

diff --git a/functions/pullTask.ts b/functions/pullTask.ts
@@ -96,7 +96,7 @@ export const handler = TokenValidator(
         }
       }
     }
-    await adjustChatCapacity(context, { workerSid, adjustment: 'decrease' });
+    await adjustChatCapacity(context, { workerSid, adjustment: 'setTo1' });
     resolve(send(404)({ message: 'No task found to pull' }));
     return undefined;
   },

diff --git a/functions/taskrouterListeners/adjustCapacityListener.private.ts b/functions/taskrouterListeners/adjustCapacityListener.private.ts
@@ -17,13 +17,14 @@
 import { Context } from '@twilio-labs/serverless-runtime-types/types';
 import {
   EventType,
-  TASK_COMPLETED,
+  RESERVATION_ACCEPTED,
+  RESERVATION_REJECTED,
   EventFields,
   TaskrouterListener,
 } from '@tech-matters/serverless-helpers/taskrouter';
 import type { AdjustChatCapacityType } from '../adjustChatCapacity';
 
-export const eventTypes: EventType[] = [TASK_COMPLETED];
+export const eventTypes: EventType[] = [RESERVATION_ACCEPTED, RESERVATION_REJECTED];
 
 type EnvVars = {
   TWILIO_WORKSPACE_SID: string;
@@ -36,6 +37,13 @@ type EnvVars = {
  */
 export const shouldHandle = (event: EventFields) => eventTypes.includes(event.EventType);
 
+/**
+ * After a reservation is accepted, we reset the capacity to 1
+ * We only need to increase capacity temporarily to accept an additional task under certain circumstances like transfers and manual task pulls
+ * So since for 'regular' auto assigned tasks resetting to 1 is a noop, we can just always reset to 1 when any reservation is accepted / rejected
+ * @param context
+ * @param event
+ */
 export const handleEvent = async (context: Context<EnvVars>, event: EventFields) => {
   try {
     const {
@@ -58,10 +66,9 @@ export const handleEvent = async (context: Context<EnvVars>, event: EventFields)
 
       // eslint-disable-next-line global-require,import/no-dynamic-require,prefer-destructuring
       const adjustChatCapacity: AdjustChatCapacityType = require(path).adjustChatCapacity;
-
       const body = {
         workerSid,
-        adjustment: 'decrease',
+        adjustment: 'setTo1',
       } as const;
 
       await adjustChatCapacity(context, body);

diff --git a/functions/taskrouterListeners/transfersListener.private.ts b/functions/taskrouterListeners/transfersListener.private.ts
@@ -30,7 +30,6 @@ import {
 } from '@tech-matters/serverless-helpers/taskrouter';
 import type { TransferMeta, ChatTransferTaskAttributes } from '../transfer/helpers.private';
 import { InteractionChannelParticipants } from '../interaction/interactionChannelParticipants.private';
-import { AdjustChatCapacityType } from '../adjustChatCapacity';
 
 export const eventTypes: EventType[] = [
   RESERVATION_ACCEPTED,
@@ -156,37 +155,6 @@ const updateWarmVoiceTransferAttributes = async (
  */
 export const shouldHandle = (event: EventFields) => eventTypes.includes(event.EventType);
 
-const decreaseChatCapacity = async (context: Context<EnvVars>, taskSid: string) => {
-  const serviceConfig = await context.getTwilioClient().flexApi.configuration.get().fetch();
-  const {
-    feature_flags: { enable_backend_manual_pulling: enableBackendManualPulling },
-  } = serviceConfig.attributes;
-  if (enableBackendManualPulling) {
-    const task = await context
-      .getTwilioClient()
-      .taskrouter.workspaces(context.TWILIO_WORKSPACE_SID)
-      .tasks(taskSid);
-    const reservations = await task.reservations.list();
-    const workerSid = reservations.find((r) => r.reservationStatus === 'accepted')?.workerSid;
-
-    if (!workerSid) {
-      console.warn(`No worker found for task ${taskSid} to decrease chat capacity.`);
-      return;
-    }
-
-    const { path } = Runtime.getFunctions().adjustChatCapacity;
-    // eslint-disable-next-line global-require,import/no-dynamic-require,prefer-destructuring
-    const adjustChatCapacity: AdjustChatCapacityType = require(path).adjustChatCapacity;
-
-    const body = {
-      workerSid,
-      adjustment: 'decrease',
-    } as const;
-
-    await adjustChatCapacity(context, body);
-  }
-};
-
 export const handleEvent = async (context: Context<EnvVars>, event: EventFields) => {
   try {
     const {
@@ -212,9 +180,6 @@ export const handleEvent = async (context: Context<EnvVars>, event: EventFields)
 
       const { originalTask: originalTaskSid } = taskAttributes.transferMeta;
 
-      // We need to decrease chat capacity before completing the task, it until the task completed event introduces a race condition
-      // The worker can still be offered another task before capacity is reduced if we don't do it now
-      await decreaseChatCapacity(context, originalTaskSid);
       const client = context.getTwilioClient();
 
       await client.taskrouter.workspaces
@@ -254,9 +219,6 @@ export const handleEvent = async (context: Context<EnvVars>, event: EventFields)
 
       const { originalTask: originalTaskSid } = taskAttributes.transferMeta;
 
-      // We need to decrease chat capacity before completing the task, it until the task completed event introduces a race condition
-      // The worker can still be offered another task before capacity is reduced if we don't do it now
-      await decreaseChatCapacity(context, originalTaskSid);
       const client = context.getTwilioClient();
 
       await client.taskrouter.workspaces

diff --git a/functions/transferChatStart.ts b/functions/transferChatStart.ts
@@ -158,7 +158,7 @@ async function increaseChatCapacity(
 
     const body = {
       workerSid: worker?.sid as string,
-      adjustment: 'increase',
+      adjustment: 'increaseUntilCapacityAvailable',
     } as const;
 
     await adjustChatCapacity(context, body);
@@ -167,6 +167,7 @@ async function increaseChatCapacity(
 
 export const handler = TokenValidator(
   async (context: Context<EnvVars>, event: Body, callback: ServerlessCallback) => {
+    console.info('===== transferChatStart invocation =====');
     const client = context.getTwilioClient();
 
     const response = responseWithCors();
@@ -197,7 +198,7 @@ export const handler = TokenValidator(
         .workspaces(context.TWILIO_WORKSPACE_SID)
         .tasks(taskSid)
         .fetch();
-
+      console.debug('Original task fetched', originalTask);
       const originalAttributes = JSON.parse(originalTask.attributes);
 
       const transferTargetType = targetSid.startsWith('WK') ? 'worker' : 'queue';
@@ -265,6 +266,9 @@ export const handler = TokenValidator(
 
       let newTaskSid;
       if (isConversation && transferTargetType === 'worker') {
+        console.info(
+          `Transferring conversations task ${taskSid} to worker ${targetSid} by creating interaction invite.`,
+        );
         // Get task queue
         const taskQueues = await client.taskrouter
           .workspaces(context.TWILIO_WORKSPACE_SID)
@@ -274,8 +278,8 @@ export const handler = TokenValidator(
 
         // Create invite to target worker
         const invite = await client.flexApi.v1.interaction
-          .get(originalAttributes.flexInteractionSid)
-          .channels.get(originalAttributes.flexInteractionChannelSid)
+          .get(flexInteractionSid)
+          .channels.get(flexInteractionChannelSid)
           .invites.create({
             routing: {
               properties: {
@@ -290,10 +294,31 @@ export const handler = TokenValidator(
           });
 
         newTaskSid = invite.routing.properties.sid;
+        console.info(
+          `Transferred conversations task ${taskSid} to worker ${targetSid} by creating interaction invite.`,
+        );
       } else if (isConversation && transferTargetType === 'queue') {
+        console.info(
+          `Transferring conversations task ${taskSid} to queue ${targetSid} by creating interaction invite.`,
+        );
+        Object.entries({
+          flexInteractionSid,
+          flexInteractionChannelSid,
+          TWILIO_CONVERSATIONS_CHAT_TRANSFER_WORKFLOW_SID:
+            context.TWILIO_CONVERSATIONS_CHAT_TRANSFER_WORKFLOW_SID,
+          TWILIO_WORKSPACE_SID: context.TWILIO_WORKSPACE_SID,
+          newAttributes,
+          taskChannelUniqueName: originalTask.taskChannelUniqueName,
+        }).forEach(([key, value]) => {
+          console.debug(`${key}:`, value);
+        });
+        console.debug('newAttributes:');
+        Object.entries(newAttributes).forEach(([key, value]) => {
+          console.debug(`${key}:`, value);
+        });
         const invite = await client.flexApi.v1.interaction
-          .get(originalAttributes.flexInteractionSid)
-          .channels.get(originalAttributes.flexInteractionChannelSid)
+          .get(flexInteractionSid)
+          .channels.get(flexInteractionChannelSid)
           .invites.create({
             routing: {
               properties: {
@@ -305,6 +330,9 @@ export const handler = TokenValidator(
             },
           });
 
+        console.info(
+          `Transferred conversations task ${taskSid} to queue ${targetSid} by creating interaction invite.`,
+        );
         newTaskSid = invite.routing.properties.sid;
       } else {
         // Edit channel attributes so that original task won't cause issues with the transferred one