:root{--action-green:#008a20;--action-green-hover:#006d19;--forest:#143e34;--paper:#f4f2eb;--ink:#203b33;--muted:#6c786f;--line:#dcded4;--orange:#c56239}*{box-sizing:border-box}body{background:var(--paper);color:var(--ink);margin:0;font-family:Arial,Helvetica,sans-serif}button,a{touch-action:manipulation}button{font:inherit;cursor:pointer;border:1px solid var(--line);color:var(--ink);background:#fff;border-radius:5px;padding:10px 14px}button:hover{background:#e7ebe1}button:disabled{opacity:.5;cursor:default}a{color:inherit}.shell{min-height:100vh;display:flex}aside{background:var(--forest);color:#f1f2e6;flex-direction:column;width:224px;padding:38px 22px;display:flex;position:fixed;inset:0 auto 0 0}.brand{letter-spacing:-3px;padding:0 12px;font-size:42px;font-weight:900;text-decoration:none}.brand span{letter-spacing:4px;margin-top:7px;font-size:10px;font-weight:400;display:block}.aside-label{letter-spacing:2px;color:#a6bcae;margin:57px 12px 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0;font-size:14px;line-height:1.6}.meta{color:var(--muted);margin-top:16px;font-size:13px;line-height:1.6}footer{flex-wrap:wrap;align-items:center;gap:12px;margin-top:22px;display:flex}footer button,footer a{border-radius:6px;padding:12px 20px;font-size:14px;font-weight:600;line-height:1.3}.primary{background:var(--action-green);color:#fff;border-radius:5px;text-decoration:none}.empty{text-align:center;color:var(--muted);padding:70px 20px}.empty>span{font-family:Georgia,serif;font-size:38px}.empty h2{color:var(--ink);font-family:Georgia,serif;font-size:27px;font-weight:400}.empty p{font-size:13px}.setup{max-width:700px;margin:12vh auto;padding:40px}.setup p:not(.eyebrow){color:var(--muted);line-height:1.7}.setup button{background:var(--action-green);border-color:var(--action-green);color:#fff;margin-top:20px}@media (max-width:850px){aside{width:100%;padding:20px;display:block;position:static}.shell{display:block}.brand{font-size:28px}.brand span{margin-left:15px;display:inline}.aside-label,.coverage-open,.app-version{display:none}nav{gap:3px;margin-top:22px;display:flex}nav button{flex:1;gap:9px;padding:10px;font-size:12px}main{width:100%;margin:0;padding:30px 20px}h1{font-size:40px}.eyebrow{letter-spacing:1px;font-size:8px}.source-status{grid-template-columns:1fr 1fr}.readiness{gap:10px}.readiness small{line-height:1.5}.item-top{align-items:flex-start}.person strong{max-width:115px}.list-heading{font-size:10px}}.person select{font:inherit;color:var(--ink);border:1px solid var(--line);cursor:pointer;background:#fff;border-radius:5px;min-width:125px;padding:8px 12px;font-size:12px}.person select:disabled{opacity:.6;cursor:wait}.person select:focus-visible{outline:2px solid var(--forest);outline-offset:2px}.availability-control{position:relative}.availability-control select{appearance:none;background:#fff url("data:image/svg+xml,%3Csvg xmlns='http://www.w3.org/2000/svg' width='10' height='6' viewBox='0 0 10 6'%3E%3Cpath 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var(--action-green);background:var(--action-green);color:#fff;border-radius:5px;padding:8px 11px;font-size:12px;text-decoration:none}.readiness .local-test-sender button:hover:not(:disabled),.primary:hover,.setup button:hover:not(:disabled){background:var(--action-green-hover);border-color:var(--action-green-hover)}.readiness .test-send-error{color:#a22330}nav .nav-count-warning,nav .nav-count-danger{font-variant-numeric:tabular-nums;opacity:1;border-radius:5px;justify-content:center;align-self:center;align-items:center;min-width:25px;padding:3px 7px;font-weight:700;line-height:1.2;display:inline-flex}nav .nav-count-warning{color:#332701;background:#ffc107}nav .nav-count-danger{color:#fff;background:#dc3545}.enquiry-labels{flex-wrap:wrap;align-items:center;gap:7px;display:flex}.item-controls{flex-wrap:wrap;justify-content:flex-end;align-items:center;gap:12px;margin-left:auto;display:flex}.item-controls button{white-space:nowrap;border-radius:6px;padding:8px 14px;font-size:13px;font-weight:500}.enquiry .claim-action{background:var(--action-green);border-color:var(--action-green);color:#fff}.enquiry .claim-action:hover:not(:disabled){background:var(--action-green-hover);border-color:var(--action-green-hover)}.enquiry .no-action{color:#212529;background:0 0;border-color:#212529}.enquiry .no-action:hover:not(:disabled){color:#fff;background:#212529;border-color:#212529}.no-action-menu>summary{cursor:pointer;border:1px solid;border-radius:6px;padding:12px 20px;font-size:14px;font-weight:600;line-height:1.3;list-style:none;display:inline-block}.no-action-menu>summary::-webkit-details-marker{display:none}.enquiry .no-action-menu[open]>summary{color:#fff;background:#212529}.no-action-menu[open]{flex-basis:100%}.no-action-reasons{flex-wrap:wrap;gap:8px;margin-top:10px;display:flex}footer .no-action-reasons button,.attention-actions .no-action-reasons button{padding:10px 14px;font-size:13px;font-weight:500}.enquiry .not-urgent,.attention-notice .attention-not-urgent{color:#7a4b08;background:0 0;border-color:#9a6212}.enquiry .not-urgent:hover:not(:disabled),.attention-notice .attention-not-urgent:hover:not(:disabled),.enquiry .not-urgent-menu[open]>summary.not-urgent,.attention-notice .not-urgent-menu[open]>summary{color:#fff;background:#7a4b08;border-color:#7a4b08}.enquiry .next-shift,.attention-notice .next-shift{color:#212529;background:0 0;border-color:#212529}.enquiry .next-shift:hover:not(:disabled),.attention-notice .next-shift:hover:not(:disabled){color:#fff;background:#212529;border-color:#212529}.enquiry .move-back{border-color:var(--action-green);color:var(--action-green);background:0 0}.enquiry .move-back:hover:not(:disabled){background:var(--action-green);color:#fff}.enquiry .unclaim{border-color:var(--action-green);color:var(--action-green);background:0 0}.enquiry .unclaim:hover:not(:disabled){background:var(--action-green);color:#fff}.badge{letter-spacing:.3px;text-transform:uppercase;white-space:nowrap;border:1px solid #0000;border-radius:999px;align-items:center;gap:6px;max-width:100%;padding:5px 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0 6px;width:6px;height:6px}.attention-section{margin:24px 0}.attention-cards{grid-template-columns:minmax(0,1fr);align-items:start;gap:18px;margin-top:16px;display:grid}.attention-notice{color:#752631;background:#fff0f0;border:1px solid #edb2b8;border-left:5px solid #be3041;border-radius:8px;min-width:0;margin:0;padding:20px 22px}.attention-title{color:#a01f30;align-items:center;gap:9px;font-size:15px;display:flex}.attention-icon{color:#fff;background:#be3041;border-radius:50%;flex:0 0 22px;justify-content:center;align-items:center;width:22px;height:22px;display:inline-flex}.attention-notice h2{color:#69212b;margin-top:12px}.attention-timing{flex-wrap:wrap;justify-content:space-between;align-items:center;gap:12px;margin:12px 0 16px;font-size:13px;line-height:1.6;display:flex}.attention-time-label{letter-spacing:.5px;text-transform:uppercase;font-size:10px;font-weight:700;display:block}.attention-countdown{color:#8b1c2c;font-variant-numeric:tabular-nums;background:#ffe1e4;border:1px 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.claim-action.is-secondary:hover:not(:disabled){background:var(--action-green);border-color:var(--action-green);color:#fff}@media (max-width:600px){.shell main>header{flex-wrap:wrap}.shell aside{padding:12px 16px}.shell nav{margin-top:10px;display:flex;overflow-x:auto}.shell nav button{white-space:nowrap;flex:none;min-height:44px}.shell main{flex-direction:column;padding:16px;display:flex}.shell main>header{margin-bottom:12px}.shell main>header .eyebrow{display:none}.shell h1{font-size:28px}.shell .readiness,.shell .source-status{order:1}.shell .source-status:has(.badge-health-error){order:0}.shell .readiness{grid-template-columns:1fr;margin:24px 0 0}.shell .readiness button{text-align:left;min-height:44px}.shell .attention-section{margin:12px 0}.shell .list-heading{margin-top:12px}.item-top{flex-direction:column;align-items:flex-start;gap:10px}.source-status{gap:10px}.source-status>div{padding:12px}.attention-notice{padding:16px}}.message-preview{-webkit-line-clamp:3;white-space:pre-line;-webkit-box-orient:vertical;display:-webkit-box;overflow:hidden}.message-context{max-width:80ch;margin:10px 0}.message-context summary{cursor:pointer;color:var(--muted,#53625a);padding:4px 0;font-size:15px;font-weight:500}.message-context p{white-space:pre-wrap;overflow-wrap:anywhere;line-height:1.6}.message-context h3{margin-top:18px;font-size:13px}.activity-dialog{color:#203d33;background:#f6f5ed;border:1px solid #bdc7bd;border-radius:12px;width:min(660px,100vw - 32px);max-height:85vh;padding:28px}.activity-dialog::backdrop{background:#102a22a8}.activity-dialog header{justify-content:space-between;align-items:flex-start;gap:16px;margin-bottom:16px;display:flex}.activity-dialog h2{margin:4px 0;font-size:24px}.coverage-dialog{width:min(420px,100vw - 32px)}.coverage-dialog h3{letter-spacing:2px;color:var(--muted);margin:22px 0 6px;font-size:10px}.coverage-dialog p{margin:0 0 12px;font-size:15px;line-height:1.5}.activity-dialog button{cursor:pointer;background:0 0;border:1px solid #b5c5ba;border-radius:6px;padding:8px 12px}.activity-list{margin:24px 0 0;padding:0;list-style:none}.activity-list li{border-left:2px solid #c8d1c5;padding:16px 0 16px 18px}.activity-list time{color:#52695d;margin-bottom:6px;font-size:12px;display:block}.activity-list strong{text-transform:capitalize}.activity-list p{margin-top:6px;font-size:13px;line-height:1.5}.readiness .local-test-persona{border-top:1px solid var(--line);grid-column:1/-1;grid-template-columns:auto minmax(200px,290px) 1fr;align-items:center;gap:10px 16px;padding-top:16px;display:grid}.local-test-persona label{font-size:13px;font-weight:700}.local-test-persona select{font:inherit;border:1px solid var(--line);color:var(--ink);background:#fff;border-radius:5px;width:100%;padding:9px 12px;font-size:13px}.local-test-persona [role=alert]{color:#b42332;grid-column:1/-1}@media (max-width:850px){.readiness .local-test-persona{grid-template-columns:1fr;gap:8px}}.handled-note{border:1px solid var(--line);border-left:3px solid var(--forest);width:100%;color:var(--ink);background:#fdfbf7;border-radius:4px;margin:0;padding:10px 14px;font-size:12px;line-height:1.5}.not-urgent-note{color:#5c3a07;background:#fffaf0;border:1px solid #e9cb85;border-left:3px solid #9a6212;border-radius:4px;margin:12px 0 0;padding:10px 14px;font-size:13px;line-height:1.5}.not-urgent-note strong,.next-shift-note strong{font-weight:600}.next-shift-note{color:#1e293b;background:#f1f5f9;border:1px solid #cbd5e1;border-left:3px solid #475569;border-radius:4px;margin:12px 0 0;padding:10px 14px;font-size:13px;line-height:1.5}.handled-note strong{color:var(--forest);margin-right:6px;font-weight:600}.enquiry.is-collapsed{padding:20px 0}.enquiry-toggle{width:100%;font:inherit;color:inherit;text-align:left;background:0 0;border:0;border-radius:0;align-items:center;gap:12px;padding:0;display:flex}.enquiry-toggle:hover{text-underline-offset:4px;background:0 0;text-decoration:underline}.enquiry-chevron{border-right:2px solid var(--muted);border-bottom:2px solid var(--muted);flex:none;width:9px;height:9px;margin:0 3px;transition:transform .15s;transform:rotate(-45deg)}.enquiry-toggle[aria-expanded=true] .enquiry-chevron{transform:rotate(45deg)}.enquiry>.meta{margin-top:0}.enquiry>.handled-note{margin-top:12px}.handled-note a{color:inherit;text-decoration:none}.handled-note a:hover{text-underline-offset:3px;text-decoration:underline}.open-source{border:1px solid var(--line);background:#fff;border-radius:6px;margin-top:14px;padding:10px 16px;font-size:14px;font-weight:600;text-decoration:none;display:inline-block}.open-source:hover{background:#e7ebe1}.enquiry-body{margin-top:14px}.stats-dashboard{margin-top:8px}.stats-toolbar{flex-wrap:wrap;justify-content:space-between;align-items:center;gap:14px;margin-bottom:24px;display:flex}.stats-range-tabs{flex-wrap:wrap;gap:6px;display:flex}.stats-range-tabs button{border:1px solid var(--line);color:var(--ink);background:#fff;border-radius:5px;padding:7px 14px;font-size:12px;font-weight:500}.stats-range-tabs button.active{background:var(--forest);color:#fff;border-color:var(--forest)}.stats-refresh-btn{color:var(--muted);border-color:var(--line);padding:7px 14px;font-size:12px}.stats-refresh-btn:hover:not(:disabled){color:var(--ink)}.stats-kpi-grid{grid-template-columns:repeat(auto-fit,minmax(210px,1fr));gap:16px;margin-bottom:28px;display:grid}.kpi-card{border:1px solid var(--line);background:#fff;border-radius:8px;flex-direction:column;gap:5px;padding:18px 20px;display:flex;box-shadow:0 1px 3px #00000005}.kpi-label{letter-spacing:1px;color:var(--muted);font-size:10px;font-weight:700}.kpi-value{font-variant-numeric:tabular-nums;color:var(--ink);font-size:34px;font-weight:700;line-height:1.1}.kpi-subtext{color:var(--muted);font-size:12px;line-height:1.4}.kpi-success{color:#218747}.kpi-warning{color:#d97706}.kpi-danger{color:#be3041}.stats-sections-grid{grid-template-columns:repeat(2,minmax(0,1fr));gap:20px;display:grid}.stats-section-card{border:1px solid var(--line);background:#fff;border-radius:8px;padding:22px;box-shadow:0 1px 3px #00000005}.stats-section-card h3{color:var(--ink);margin:0 0 4px;font-family:Georgia,serif;font-size:20px;font-weight:400}.stats-section-desc{color:var(--muted);margin:0 0 18px;font-size:12px;line-height:1.5}.stats-section-full{grid-column:1/-1}.funnel-breakdown{flex-direction:column;gap:14px;display:flex}.funnel-row{grid-template-columns:180px 1fr 85px;align-items:center;gap:12px;display:grid}.funnel-label{align-items:center;gap:8px;font-size:13px;font-weight:500;display:flex}.funnel-bar-wrapper{background:#f0ede4;border-radius:4px;height:12px;overflow:hidden}.funnel-bar{border-radius:4px;height:100%;transition:width .3s}.funnel-stat{text-align:right;font-size:12px}.funnel-stat small{color:var(--muted);margin-left:4px}.bg-green{background:#218747}.bg-amber{background:#d97706}.bg-red{background:#be3041}.dot-green{background:#218747}.dot-amber{background:#d97706}.dot-red{background:#be3041}.stats-timing-pills{border-top:1px solid var(--line);grid-template-columns:repeat(3,1fr);gap:12px;margin-top:22px;padding-top:16px;display:grid}.stats-timing-pills div{flex-direction:column;gap:3px;display:flex}.stats-timing-pills small{color:var(--muted);font-size:11px}.stats-timing-pills strong{color:var(--ink);font-size:16px;font-weight:700}.channel-breakdown{flex-direction:column;gap:12px;display:flex}.channel-row{grid-template-columns:120px 1fr 85px;align-items:center;gap:12px;display:grid}.channel-bar-wrap{background:#f0ede4;border-radius:4px;height:12px;overflow:hidden}.channel-bar{border-radius:4px;height:100%;transition:width .3s}.bar-tawk{background:#087568}.bar-zammad{background:#7046a4}.bar-ghl{background:#245bb2}.bar-comments{background:#94502a}.channel-counts{text-align:right;font-size:12px}.channel-counts small{color:var(--muted);margin-left:4px}.hourly-distribution{border-top:1px solid var(--line);margin-top:22px;padding-top:16px}.hourly-distribution h4{color:var(--muted);margin:0 0 12px;font-size:12px;font-weight:700}.hourly-bars{align-items:flex-end;gap:2px;height:75px;display:flex}.hourly-bar-col{flex-direction:column;flex:1;justify-content:flex-end;align-items:center;height:100%;display:flex}.hourly-bar{border-radius:2px 2px 0 0;width:100%;min-width:3px}.hourly-bar.is-staffed{background:#218747}.hourly-bar.is-after-hours{background:#94a3b8}.hourly-label{color:var(--muted);height:12px;margin-top:4px;font-size:9px}.hourly-legend{color:var(--muted);gap:18px;margin-top:10px;font-size:11px;display:flex}.legend-box{vertical-align:middle;border-radius:2px;width:9px;height:9px;margin-right:5px;display:inline-block}.legend-box.is-staffed{background:#218747}.legend-box.is-after-hours{background:#94a3b8}.stats-table{border-collapse:collapse;width:100%;font-size:13px}.stats-table th{text-align:left;color:var(--muted);border-bottom:1px solid var(--line);padding:8px 10px;font-size:11px;font-weight:700}.stats-table td{border-bottom:1px solid #f4f2eb;padding:12px 10px}.outcomes-summary{grid-template-columns:repeat(4,1fr);gap:12px;margin-bottom:18px;display:grid}.outcome-stat-box{border:1px solid var(--line);text-align:center;background:#f9f8f5;border-radius:6px;padding:14px 10px}.outcome-stat-box small{color:var(--muted);margin-bottom:4px;font-size:11px;display:block}.outcome-stat-box strong{color:var(--ink);font-size:22px;font-weight:700}.dismissal-reasons h4{color:var(--muted);margin:0 0 10px;font-size:12px;font-weight:700}.dismissal-reasons ul{flex-direction:column;gap:7px;margin:0;padding:0;list-style:none;display:flex}.dismissal-reasons li{background:#f9f8f5;border:1px solid #f0ede4;border-radius:5px;justify-content:space-between;align-items:center;padding:8px 12px;font-size:12px;display:flex}.note-text{color:var(--ink);font-style:italic}.note-count{color:var(--muted);font-size:11px;font-weight:700}.health-grid{grid-template-columns:repeat(auto-fit,minmax(200px,1fr));gap:14px;display:grid}.health-card{border:1px solid var(--line);background:#f9f8f5;border-radius:6px;padding:14px}.health-label{letter-spacing:.5px;color:var(--muted);font-size:10px;font-weight:700;display:block}.health-val{margin:5px 0;font-size:20px;font-weight:700}.empty-hint{color:var(--muted);font-size:13px;font-style:italic}@media (max-width:950px){.stats-sections-grid{grid-template-columns:1fr}.funnel-row{grid-template-columns:140px 1fr 70px}.channel-row{grid-template-columns:100px 1fr 70px}}.tawk-session-panel{background:#f7f9f6;border:1px solid #dcded4;border-left:4px solid #087568;border-radius:8px;margin:16px 0 14px;padding:14px 18px}.tawk-session-header{letter-spacing:1px;color:#087568;text-transform:uppercase;margin-bottom:12px;font-size:11px;font-weight:700}.tawk-session-grid{grid-template-columns:repeat(auto-fit,minmax(200px,1fr));gap:16px;display:grid}.tawk-session-field{flex-direction:column;gap:3px;display:flex}.tawk-session-field-label{letter-spacing:.5px;color:var(--muted);text-transform:uppercase;font-size:10px;font-weight:700}.tawk-session-field-value{color:var(--ink);font-size:13px;font-weight:600}.tawk-session-field-sub{color:var(--muted);font-size:11px}.notification-enquiry{border:2px solid var(--forest);background:#fffdf8;border-radius:10px;margin:24px 0;padding:0 18px 18px;scroll-margin-top:20px}.notification-enquiry>.list-heading{align-items:center;gap:12px;margin-top:0}.notification-enquiry>.enquiry{border-bottom:0}.person{grid-template-columns:auto auto;column-gap:8px}.person>*{grid-column:1/-1}.person>.feedback-open{grid-column:1}.person>.availability-control,.person>.sign-out{grid-column:2}.feedback-dialog fieldset{border:0;gap:8px;margin:0 0 14px;padding:0;font-size:14px;display:grid}.feedback-dialog legend{margin-bottom:8px;font-weight:600}.feedback-dialog textarea{width:100%;font:inherit;resize:vertical;border:1px solid #b5c5ba;border-radius:6px;padding:10px;font-size:14px}.feedback-actions{justify-content:space-between;gap:10px;margin-top:12px;display:flex}.feedback-dialog .feedback-actions .primary{background:var(--action-green);border-color:var(--action-green);color:#fff}.feedback-dialog .feedback-actions .primary:hover:not(:disabled){background:var(--action-green-hover);border-color:var(--action-green-hover)}.feedback-dialog button:disabled{opacity:.55;cursor:default}.feedback-dialog .fine{color:var(--muted);margin-top:12px;font-size:12px}.feedback-shots{flex-wrap:wrap;gap:10px;margin-top:12px;display:flex}.feedback-shots figure{justify-items:start;gap:6px;margin:0;display:grid}.feedback-shots img{object-fit:cover;border:1px solid var(--line);background:#fff;border-radius:6px;width:140px;height:96px}.feedback-list{gap:14px;margin-top:18px;display:grid}.feedback-item{border:1px solid var(--line);background:#fffdf8;border-left:4px solid #7c9570;border-radius:8px;padding:16px 18px}.feedback-item.feedback-not_working{border-left-color:var(--orange)}.feedback-item.feedback-working_well{border-left-color:var(--action-green)}.feedback-item header{color:var(--muted);flex-wrap:wrap;align-items:baseline;gap:6px 12px;font-size:13px;display:flex}.feedback-item header strong{color:var(--ink);font-size:14px}.feedback-item header time{margin-left:auto}.feedback-item p{white-space:pre-wrap;margin:10px 0 0;line-height:1.5}