Refinement of the EWT service

Improvement of EWT:

1. Fix the error: when calculating EWT, if all offline - it shows not 99999, but the substituted number in the EWT calculation. Refine

2. Correct the EWT calculation
   The current formula is as follows:
   ewt = (max_value_call (from history) + osr.count_ewt_coef (from the cabinet)) - (average conversation per department + 10)

From what is currently working, max_value_call (from history) - is not calculated
average conversation per department - is not calculated
Works only = (__ + osr.count_ewt_coef (from the cabinet)) - (__ - 10)

3. What are the proposals for calculation:
   3.1 Binotel has a web socket, from which data can be pulled without a timeout.
   
   (Web Sockets) - this is an advanced technology that allows creating an interactive connection between the client (browser) and the server to exchange messages in real-time. Web sockets, unlike HTTP, allow working with a bidirectional data flow.

With WebSocket Binotel, you can simply listen to the server, which will send you messages as they become available.

All requests must be sent in JSON format, All server responses also come in JSON format

 Connection and authorization

To connect to WebSocket Binotel, you need to use the address - 

To use WebSocket, you need to obtain authorization parameters from Binotel technical support. To obtain authorization parameters key and secret, contact the technical support department by email, or by phone specifying the purpose for key and secret WebSocket!

Attention!!! Data for API REST key and secret are different from WebSocket key and secret!!!

Authentication is done by sending the following parameters: 

Example:

{"task":"authLikeService","key":"bd125183c-12e3t39","secret":"3b213761b-9b12a1-dffag5-73fqqq-9d3we79a"} 

Please note!! The data shown in the example is not relevant to you.

3.2 make the formula as follows:

ewt = ((average call duration with binotel + osr.count_ewt_coef, from the cabinet) - (*maximum conversation per department currently, those online, with binotel) + average waiting time for response, with binotel + (**number of calls in queue * 400 (average conversation) * average waiting time for response, with binotel)


*maximum conversation per department currently, those online, with binotel  - there is a moment here.
Calls we can transfer, and we need to see how we can take the longest conversation from the cabinet now without considering transfers. They are underlined.

What is transfer - the manager communicated with the Client, understands that he cannot solve the issue, and transferred back to the customer. The manager is now free and can take a break, or take another call, or do something else, while the call will continue until the customer's manager resolves the client's issue.
Such conversations for each department should not be taken, as they do not provide any value to us.
Perhaps by receiving data on such calls, we can filter them out if the client's number repeats twice.

Next, we take the maximum conversation for each department now and substitute it into the formula.
  

3.3  (**number of calls in queue * 400 (average conversation) * average waiting time for response, with binotel) - if it is possible to extract the number of calls for each OSR - each line, it will be great, this will help when there is a long queue on the line, so that they no longer send us calls.
3.4 Data for calculation suggest taking for the last hour, before the calculation.
3.5 If the value of ewt is less than 0, for example, -200, suggest converting it to a positive value, for example, 200.
3.6 There is a question about the calculation in the first hour when there is no data for the previous hour, here you can take from the previous day, for example, without erasing the history, or instead of a negative value, make it positive, or some other method, so far no ideas.
3.7 I suggest not to touch the current calculation, add a button in the cabinet temporarily to switch from the old calculation to the new one. This is in case of any breakdown.

4. Employees in the cabinet cannot be disconnected - Employees marked with a checkmark in the cabinet are still taken into account. Fix the error
   
   

5. There are currently changes regarding restarting the bot, if it stops, it is not clear how to do it, new instructions are needed.