:root{--espi-orange: #f5943c;--espi-orange-dark: #e07d23;--espi-gray: #a6a8ab;--espi-gray-dark: #6c7075;--ink: #23262b;--ink-soft: #5b616a;--bg: #f6f5f2;--card: #ffffff;--line: #e7e5e0;--radius: 14px;--shadow: 0 1px 3px rgba(30, 25, 20, .06), 0 6px 20px rgba(30, 25, 20, .05);--shadow-sm: 0 1px 2px rgba(30, 25, 20, .08);font-synthesis:none}*{box-sizing:border-box}body{margin:0;font-family:Segoe UI,system-ui,-apple-system,Roboto,Helvetica,Arial,sans-serif;color:var(--ink);background:var(--bg);-webkit-font-smoothing:antialiased}h2,h3,h4{margin:0}.muted{color:var(--ink-soft)}.small-note{font-size:12px}button{font-family:inherit;cursor:pointer}.app{min-height:100vh;display:flex;flex-direction:column}.app-header{display:flex;align-items:center;gap:20px;padding:12px 24px;background:var(--card);border-bottom:1px solid var(--line);position:sticky;top:0;z-index:20}.brand{display:flex;align-items:center;gap:12px}.brand-text{display:flex;flex-direction:column;gap:4px;line-height:1.1}.brand-wordmark{color:var(--espi-orange)}.brand-tagline{display:flex;align-items:baseline;flex-wrap:wrap;margin:0;font-size:13px;font-weight:700;letter-spacing:.01em}.brand-tagline .dot{color:var(--espi-gray);margin:0 3px}.brand-tagline .dash{color:var(--espi-gray);margin:0 5px}.brand-tagline .myway{color:var(--espi-orange)}.header-controls{margin-left:auto;display:flex;align-items:center;gap:14px;flex-wrap:wrap;justify-content:flex-end}.role-switch{display:flex;background:var(--bg);border:1px solid var(--line);border-radius:999px;padding:4px}.role-switch button{border:none;background:transparent;padding:8px 18px;border-radius:999px;font-size:14px;font-weight:600;color:var(--ink-soft);transition:all .15s ease}.role-switch .role-active{background:var(--espi-orange);color:#fff;box-shadow:var(--shadow-sm)}.reset-btn{border:1px 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var(--line);border-radius:9px;font-size:13px}.fb-comment-input:focus{outline:none;border-color:var(--espi-orange)}.feedback.done{display:flex;flex-direction:row;flex-wrap:wrap;align-items:center;gap:10px}.tip-tag{background:#e2f4e8;color:#1f8b53;font-size:12px;font-weight:700;padding:2px 9px;border-radius:999px}.fb-comment{margin:0;font-style:italic;font-size:13px}.thanks{color:var(--ink-soft);font-size:13px}.staff-summary{display:flex;justify-content:space-between;align-items:center;background:var(--card);border:1px solid var(--line);border-radius:var(--radius);padding:18px 24px;box-shadow:var(--shadow)}.staff-summary h2{font-size:20px}.summary-stats{display:flex;gap:12px}.pill-stat{background:var(--bg);border:1px solid var(--line);border-radius:999px;padding:8px 16px;font-size:13px;color:var(--ink-soft)}.pill-stat strong{color:var(--espi-orange-dark);font-size:16px}.pill-stat.flag{background:#fbe3e0;border-color:#f2c0bc;color:#a8271f}.pill-stat.flag 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var(--espi-orange);border-radius:12px;padding:14px;margin-bottom:12px;box-shadow:var(--shadow-sm)}.queue-card.flagged{background:#fef6f5;box-shadow:0 0 0 1.5px #f2c0bc}.board-col.col-recovering{background:#fbeeec}.board-col.col-recovering .col-title{color:#a8271f}.board-col.col-recovering .col-count{background:#d2564c}.espi-panel{background:var(--card);border:1px solid var(--line);border-radius:var(--radius);padding:18px 20px;margin-bottom:22px;box-shadow:var(--shadow-sm)}.espi-panel-head{display:flex;align-items:baseline;justify-content:space-between;gap:12px;margin-bottom:12px}.espi-panel-head h4{font-size:15px}.espi-deflection{font-size:20px;font-weight:800;color:var(--espi-orange-dark);font-variant-numeric:tabular-nums}.espi-bar{height:10px;border-radius:999px;background:var(--bg);border:1px solid var(--line);overflow:hidden}.espi-bar-fill{display:block;height:100%;background:var(--espi-orange);transition:width .25s 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var(--line);border-radius:var(--radius);padding:16px;box-shadow:var(--shadow-sm)}.agent-card.status-offline{opacity:.72}.agent-head{display:flex;align-items:center;gap:8px;margin-bottom:12px}.dot-status{width:10px;height:10px;border-radius:50%}.dot-status.available{background:#2fbf6a}.dot-status.busy{background:#f0a92a}.dot-status.offline{background:var(--espi-gray)}.load-pill{margin-left:auto;font-size:11px;background:var(--bg);border:1px solid var(--line);border-radius:999px;padding:2px 9px;color:var(--ink-soft)}.agent-skills{display:flex;flex-wrap:wrap;gap:6px;margin-bottom:10px}.skill-tag{display:inline-flex;align-items:center;gap:5px;font-size:11px;font-weight:700;padding:3px 9px;border-radius:7px}.th-icon{vertical-align:middle}.skill-tag em{font-style:normal;opacity:.75}.agent-langs{font-size:12px;margin-bottom:12px}.kpi-row{display:grid;grid-template-columns:repeat(4,1fr);gap:14px;margin-bottom:22px}.kpi{background:var(--card);border:1px solid var(--line);border-radius:var(--radius);padding:18px;text-align:center;box-shadow:var(--shadow-sm)}.kpi-num{display:block;font-size:28px;font-weight:800;color:var(--espi-orange-dark)}.kpi-label{font-size:12px;color:var(--ink-soft)}.score-grid{width:100%;border-collapse:collapse;background:var(--card);border-radius:var(--radius);overflow:hidden;box-shadow:var(--shadow-sm);border:1px solid var(--line)}.score-grid th,.score-grid td{padding:11px 12px;text-align:center;font-size:13px;border-bottom:1px solid var(--line)}.score-grid thead th{background:#efeee9;color:var(--espi-gray-dark);font-size:12px;text-transform:uppercase;letter-spacing:.4px}.score-grid .sg-name{text-align:left;font-weight:600}.score-grid .zero{color:#cfcdc7}.star-mini{color:var(--espi-orange);margin-left:2px}@media(max-width:780px){.pillars,.kpi-row{grid-template-columns:repeat(2,1fr)}.app-header{flex-wrap:wrap;gap:12px}.role-switch{margin-left:0;order:3;width:100%;justify-content:center}.guest-bar,.staff-summary{flex-direction:column;align-items:flex-start;gap:14px}.score-row{grid-template-columns:100px 34px 1fr}}