{
  "common": {
    "or": "OR",
    "loading": "Loading...",
    "error": "Error",
    "success": "Success",
    "cancel": "Cancel",
    "confirm": "Confirm",
    "close": "Close",
    "save": "Save",
    "delete": "Delete",
    "edit": "Edit",
    "view": "View",
    "back": "Back",
    "next": "Next",
    "previous": "Previous",
    "search": "Search",
    "filter": "Filter",
    "export": "Export",
    "import": "Import",
    "selected": "Selected",
    "select": "Select",
    "popular": "POPULAR",
    "na": "N/A",
    "optimal": "Optimal",
    "acceptable": "Acceptable",
    "improvable": "Improvable",
    "critical": "Critical",
    "low": "Low",
    "medium": "Medium",
    "high": "High"
  },
  "auth": {
    "login": "Log in",
    "logout": "Log out",
    "loginTitle": "Log in to access the analysis",
    "username": "Username",
    "password": "Password",
    "enterButton": "Enter",
    "enteringButton": "Logging in…",
    "sessionInfo": "The session will remain active for 1 hour.",
    "sessionExpired": "Session expired or incorrect credentials. Please log in again.",
    "loginRequired": "You must log in to analyze data.",
    "credentialsRequired": "Enter username and password",
    "sessionStarted": "Session started"
  },
  "upload": {
    "title": "Upload Your Data and Run Analysis",
    "uploadFile": "Upload File",
    "clickToUpload": "Click to upload a file",
    "dragAndDrop": "or drag and drop here",
    "fileTypes": "CSV, XLSX, or XLS",
    "googleSheetPlaceholder": "Paste your Google Sheet URL here",
    "invalidFileType": "Invalid file type. Upload a CSV or Excel file.",
    "pleaseUploadFile": "Please upload a file or enter a Google Sheet URL.",
    "generateSyntheticData": "Generate Synthetic Data",
    "syntheticDataGenerated": "Synthetic Data Generated!",
    "dataReceived": "Data Received!",
    "noDataPrompt": "Don't have data on hand? Generate a sample dataset.",
    "processingData": "Processing...",
    "analyzingData": "Analyzing...",
    "generating": "Generating...",
    "readyToAnalyze": "Ready to analyze!",
    "dataProcessed": "Data Processed",
    "recordsAnalyzed": "Records analyzed",
    "monthsHistory": "Months of history",
    "sourceSystem": "Source system",
    "highConfidence": "Confidence: High",
    "mediumConfidence": "Confidence: Medium",
    "lowConfidence": "Confidence: Low",
    "subtitle": "Use one of the following options to send us your data for analysis.",
    "period": "Period:"
  },
  "stepper": {
    "step1": "Step 1",
    "step2": "Step 2",
    "step3": "Step 3",
    "selectTier": "Select Tier",
    "uploadData": "Upload Data",
    "viewResults": "View Results"
  },
  "tierSelector": {
    "popular": "POPULAR",
    "selected": "Selected",
    "select": "Select",
    "oneTime": "one-time",
    "hideComparison": "Hide Comparison",
    "viewComparison": "View Detailed Comparison",
    "comparison": "Tier Comparison",
    "feature": "Feature",
    "price": "Price",
    "deliveryTime": "Delivery Time",
    "days7": "7 days",
    "days10": "10 days",
    "days14": "14 days",
    "dimensions8": "8-Dimension Analysis",
    "roadmap": "Executable Roadmap",
    "economicModel": "Economic ROI Model",
    "presentation": "Presentation Session"
  },
  "tiers": {
    "gold": {
      "name": "GOLD Analysis",
      "description": "5 complete dimensions with advanced Agentic Readiness",
      "features": [
        "5 dimensions: Volumetry, Efficiency, Effectiveness, Complexity, Agentic Readiness",
        "Generative AI: Personalized insights by OpenAI",
        "Transformation roadmap: AUTOMATE, ASSIST, AUGMENT phases",
        "Prioritization matrix with maturity levels",
        "Advanced benchmarking against industry",
        "Exportable PDF reports"
      ]
    },
    "silver": {
      "name": "SILVER Analysis",
      "description": "4 core dimensions with operational metrics",
      "features": [
        "4 dimensions: Volumetry, Efficiency, Effectiveness, Economy",
        "Analysis without generative AI",
        "Simplified roadmap",
        "Basic benchmark",
        "Opportunity matrix"
      ]
    },
    "express": {
      "name": "EXPRESS Analysis",
      "description": "Quick diagnosis of volumetry and efficiency",
      "features": [
        "2 dimensions: Volumetry, Efficiency",
        "Instant analysis",
        "No AI or roadmap",
        "Ideal for quick tests"
      ]
    }
  },
  "dashboard": {
    "title": "Diagnostic Dashboard",
    "defaultTitle": "DEMO CLIENT - Beyond CX Analytics",
    "viewDashboard": "View Diagnostic Dashboard",
    "generateAnalysis": "Generate Analysis",
    "analyzing": "Analyzing...",
    "analysisComplete": "Analysis completed!",
    "dataLoadedFromCache": "Data loaded from cache!",
    "reloadPage": "Reload Page",
    "backToForm": "Back to form",
    "footer": "Beyond Diagnosis - Contact Center Analytics Platform",
    "footerShort": "Beyond Diagnosis"
  },
  "tabs": {
    "executive": "Summary",
    "dimensions": "Dimensions",
    "agenticReadiness": "Agentic Readiness",
    "roadmap": "Roadmap",
    "law10": "Law 10/2025"
  },
  "dimensions": {
    "volumetry": "Volumetry & Distribution",
    "operationalPerformance": "Operational Efficiency",
    "effectiveness": "Effectiveness & Resolution",
    "complexity": "Complexity & Predictability",
    "economy": "Economy & Costs",
    "agenticReadiness": "Agentic Readiness",
    "satisfaction": "Satisfaction"
  },
  "healthStatus": {
    "excellent": "EXCELLENT",
    "excellentDesc": "Top quartile, role model",
    "good": "GOOD",
    "goodDesc": "Above benchmarks, solid performance",
    "medium": "MEDIUM",
    "mediumDesc": "Opportunity for improvement identified",
    "low": "LOW",
    "lowDesc": "Needs improvement, below benchmarks",
    "critical": "CRITICAL",
    "criticalDesc": "Requires immediate action"
  },
  "benchmark": {
    "title": "Industry Benchmark (P50)",
    "aboveBenchmark": "↑ {{diff}} points above average",
    "atBenchmark": "= Aligned with industry average",
    "belowBenchmark": "↓ {{diff}} points below average",
    "withinRange": "Within expected range",
    "source": "Source: {{source}}"
  },
  "dimensionCard": {
    "viewCriticalActions": "View Critical Actions",
    "exploreImprovements": "Explore Improvements",
    "inGoodState": "In good state"
  },
  "executiveSummary": {
    "title": "Key Findings",
    "periodNotSpecified": "Period not specified",
    "period": "Period:",
    "interactions": "int.",
    "queues": "queues",
    "businessLines": "BL",
    "yourOperation": "Your operation processes {{total}} interactions",
    "withOpportunity": "with {{amount}} opportunity in optimization",
    "efficiency": "Efficiency:",
    "resolution": "Resolution:",
    "satisfaction": "Satisfaction:",
    "indicators": "Indicators vs Industry",
    "healthScore": "Health Score",
    "healthScoreFormula": "Score = FCR×35% + Accessibility×30% + CSAT Proxy×20% + Efficiency×15%",
    "healthScoreBenchmark": "Benchmarks: FCR P10=85%, Aband. P10=3%, AHT P10=240s",
    "fcrTechnical": "Technical FCR",
    "accessibility": "Accessibility",
    "csatProxy": "CSAT Proxy",
    "efficiencyMetric": "Efficiency",
    "atP50": "At P50",
    "lowP90": "Low P90",
    "moderate": "Moderate",
    "fast": "Fast",
    "inRange": "In range",
    "slow": "Slow",
    "automationPotential": "Automation Potential",
    "automate": "AUTOMATE",
    "assist": "ASSIST",
    "augment": "AUGMENT",
    "human": "HUMAN",
    "autonomousBot": "Autonomous bot",
    "botPlusAgent": "Bot + agent",
    "assistedAgent": "Assisted agent",
    "humanOnly": "Human only",
    "fullAutomation": "Full automation",
    "withAIAssistance": "With AI assistance",
    "basedOnInteractions": "Based on {{total}} interactions analyzed",
    "top3Opportunities": "Top 3 Opportunities",
    "economicImpact": "Economic Impact",
    "annualCost": "Annual Cost",
    "potentialSavings": "Potential Savings",
    "roi3Years": "3-year ROI",
    "payback": "Payback",
    "exploreDetailed": "Explore detailed analysis",
    "dimensionsTab": "Dimensions",
    "dimensionsDesc": "Efficiency, resolution, satisfaction",
    "agenticReadinessTab": "Agentic Readiness",
    "agenticReadinessDesc": "Eligible queues for automation",
    "actionPlan": "Action Plan",
    "priority": "Priority",
    "potentialPerYear": "Potential: {{amount}}/year",
    "roadmapImplementation": "Implementation roadmap",
    "highVariabilityQueues": "{{count}} queues with critical variability (CV >100%) represent {{pct}}% of volume",
    "highTransferQueues": "{{count}} queues with transfer rate >25% - possible routing or training issue",
    "lowFCRQueues": "{{count}} queues with FCR <50% - customers require multiple contacts",
    "ahtAboveBenchmark": "Average AHT of {{aht}}s exceeds industry benchmark (380s)",
    "humanOnlyQueues": "{{count}} queues ({{pct}}% volume) require complete human intervention",
    "automateReadyQueues": "{{count}} queues ready for automation with significant savings potential",
    "surpasses90": "You surpass 90% of the market",
    "betterThan75": "Better than 3 out of 4 companies",
    "alignedWithMedian": "Aligned with sector median",
    "belowAverage": "Below market average",
    "criticalArea": "Critical improvement area",
    "opportunity": "Opportunity",
    "top10": "Top 10%",
    "top25": "Top 25%",
    "average": "Average",
    "belowAvg": "Below Avg",
    "bottom25": "Bottom 25%",
    "benchmarkLow": "Low",
    "benchmarkMedian": "Median",
    "benchmarkTop": "Top",
    "excellent": "Excellent",
    "good": "Good",
    "regular": "Fair",
    "aht": "AHT",
    "fcr": "FCR",
    "abandonment": "ABANDONMENT",
    "costPerInteraction": "COST/INTERAC.",
    "ahtTotal": "Total AHT",
    "fcrAdjusted": "Adjusted FCR",
    "ahtTooltip": "Average handling time (valid interactions only)",
    "ahtTotalTooltip": "Includes all rows (noise, zombie, abandon) - informational only",
    "ahtTotalDesc": "Includes noise, zombie and abandons — informational only",
    "fcrTooltip": "First Contact Resolution - comparable with industry benchmarks",
    "fcrAdjustedTooltip": "Excludes recontacts in 7 days (stricter metric)",
    "fcrAdjustedDesc": "Includes 7-day recontact filter — stricter internal metric",
    "abandonmentTooltip": "Abandonment rate",
    "cpiTooltip": "Cost per interaction",
    "recontacts7d": "of 7-day recontacts",
    "vsCleanAht": "vs clean AHT",
    "queuesLabel": "queues",
    "readyQueues": "ready",
    "criticalQueues": "critical"
  },
  "industries": {
    "airlines": "Airlines",
    "telco": "Telecommunications",
    "banking": "Banking & Finance",
    "utilities": "Utilities & Energy",
    "retail": "Retail & E-commerce",
    "crossIndustry": "Cross-Industry"
  },
  "dimensionAnalysis": {
    "title": "Dimension Diagnosis",
    "dimensionsAnalyzed": "{{count}} dimensions analyzed",
    "noData": "({{count}} without data)",
    "keyFinding": "Key Finding",
    "keyFindings": "Key Findings",
    "noDataAvailable": "No data available for this dimension.",
    "withinAcceptable": "Metrics within acceptable ranges. No critical findings.",
    "impact": "Impact:",
    "probableCause": "Probable cause:",
    "annualImpact": "annual impact (problem cost)",
    "recommendation": "Recommendation:",
    "operationalEfficiency": {
      "highAHTFinding": "High AHT: P50 {{aht}} (benchmark: 5:00)",
      "highAHTCause": "Agents spend excessive time on manual information search, system navigation and repetitive tasks.",
      "highAHTRecommendation": "Deploy AI Copilot for agents: (1) Auto-search in KB; (2) Contextual suggestions in real-time; (3) Guided scripts for frequent cases. Expected reduction: 20-30% AHT. Savings: {{savings}}/year.",
      "goodAHTFinding": "AHT within benchmark: P50 {{aht}} (benchmark: 5:00)",
      "goodAHTCause": "Efficient handling times. Optimized operational processes.",
      "goodAHTImpact": "No excess cost from AHT",
      "goodAHTTimeSavings": "Efficient operation",
      "goodAHTRecommendation": "Maintain current level. Consider Copilot for continuous improvement and additional time reduction on complex cases."
    },
    "effectiveness": {
      "finding": "Technical FCR: {{fcr}}% | Transfers: {{transfer}}% (benchmark: FCR >85%, Transfer <10%)",
      "criticalCause": "High transfer rate ({{transfer}}%) indicates lack of tools or authority. Critical in {{skills}}.",
      "criticalCauseGeneric": "High transfers ({{transfer}}%): agents without contextual information or authority to resolve.",
      "warningCause": "{{transfer}}% transfers indicate opportunity for improvement with AI assistance for complex cases.",
      "goodCause": "Technical FCR at optimal level. {{transfer}}% transfers mainly in cases requiring legitimate escalation.",
      "criticalRecommendation": "Deploy Knowledge Copilot with smart KB search + Guided Resolution Copilot for complex cases. Target: FCR >85%. Potential savings: {{savings}}/year.",
      "warningRecommendation": "Implement real-time assistance Copilot: contextual suggestions + virtual expert connection to reduce transfers. Target: FCR >90%.",
      "goodRecommendation": "Maintain current level. Consider AI for legitimate transfer analysis and predictive routing optimization.",
      "impactFormula": "{{count}} transfers/year × €{{cpi}}/int × 50% additional cost",
      "timeSavings": "{{count}} transfers/year ({{pct}}% of volume)"
    },
    "volumetry": {
      "concentrationFinding": "Volume concentration: {{skill}} represents {{pct}}% of total",
      "concentrationCause": "High concentration in one skill indicates repetitive queries with automation potential.",
      "concentrationRecommendation": "Analyze {{skill}} typologies for deflection to self-service or virtual agent. Potential: {{savings}}/year.",
      "impactFormula": "{{volume}} int × annualization × €{{cpi}} × 20% deflection potential",
      "timeSavings": "{{volume}} interactions/year in {{skill}} ({{deflectable}} automatable)"
    },
    "complexity": {
      "highCVFinding": "High CV AHT: {{cv}}% (benchmark: <{{benchmark}}%)",
      "highCVCauseCritical": "Extreme dispersion in handling times prevents effective resource planning. Likely lack of scripts or standardized processes.",
      "highCVCauseWarning": "Moderate time variability indicates opportunity for standardization to improve WFM planning.",
      "highCVImpactFormula": "~3% of operational cost due to staffing inefficiency",
      "highCVTimeSavings": "~{{hours}} hours/year in over/under staffing",
      "highCVRecommendation": "Implement AI-guided scripts to standardize service. Expected reduction: -50% variability. Savings: {{savings}}/year.",
      "goodCVFinding": "CV AHT within benchmark: {{cv}}% (benchmark: <{{benchmark}}%)",
      "goodCVCause": "Consistent handling times. Good process standardization.",
      "goodCVImpactFormula": "No impact from variability",
      "goodCVTimeSavings": "Efficient WFM planning",
      "goodCVRecommendation": "Maintain current level. Analyze edge cases to identify opportunities for continuous improvement.",
      "holdTimeFinding": "High hold time: {{holdTime}}s average (benchmark: <30s)",
      "holdTimeCause": "Agents put customer on hold to search for information. Systems don't present data contextually.",
      "holdTimeImpactFormula": "Excess {{excess}}s × {{volume}} int × annualization × €{{cost}}/h",
      "holdTimeTimeSavings": "{{hours}} hours/year of customer on hold",
      "holdTimeRecommendation": "Deploy 360° view with automatic context: history, products and suggested actions visible when answering. Expected reduction: -60% hold time. Savings: {{savings}}/year."
    },
    "satisfaction": {
      "lowCSATFinding": "CSAT below target: {{csat}}% (benchmark: >80%)",
      "lowCSATCause": "Dissatisfied customers due to waiting, lack of resolution or poor service experience.",
      "lowCSATImpactFormula": "{{volume}} customers × annualization × 2% churn risk × €50 value",
      "lowCSATTimeSavings": "{{customers}} customers/year at risk of churn",
      "lowCSATRecommendation": "Implement VoC program: post-contact surveys + root cause analysis + corrective action in 48h. Target: CSAT >80%."
    },
    "economy": {
      "highCPIFinding": "CPI above benchmark: €{{cpi}} (target: €{{target}})",
      "highCPICause": "High cost per interaction due to high AHT, low occupancy or inefficient cost structure.",
      "highCPIImpactFormula": "{{volume}} int × annualization × €{{excess}} excess CPI",
      "highCPITimeSavings": "€{{excess}} excess/int × {{volume}} int = {{hours}} equivalents",
      "highCPIRecommendation": "Optimize channel mix + reduce AHT with automation + review staffing model. Target: CPI <€{{target}}."
    }
  },
  "roadmap": {
    "wave1": "Wave 1: AUTOMATE",
    "wave2": "Wave 2: ASSIST",
    "wave3": "Wave 3: AUGMENT",
    "quickWins": "Quick Wins (0-6 months)",
    "buildCapability": "Build Capability (6-12 months)",
    "transform": "Transform (12-18 months)",
    "automate": "Automate",
    "assist": "Assist",
    "optimize": "Optimize",
    "human": "Human",
    "duration3to6": "3-6 months",
    "duration6to12": "6-12 months",
    "duration12to18": "12-18 months",
    "seeWave3": "See Wave 3-4",
    "notRecoverable": "Not recoverable",
    "immediate": "Immediate",
    "months": "{{count}} months",
    "years": "{{count}} years",
    "recommendation": "Our Recommendation:",
    "dualStrategy": "Dual Strategy",
    "dualStrategyDesc": "Execute two work streams in parallel to maximize impact",
    "foundationFirst": "Foundation First",
    "foundationFirstDesc": "Prepare the operation before automating",
    "standardization": "Standardization",
    "standardizationDesc": "Resolve critical operational issues before investing in AI",
    "opportunityMapTitle": "Opportunity Map by Tier",
    "opportunityMapSubtitle": "Feasibility (Score) vs Economic Impact (TCO Savings) • Size = Volume • Color = Tier",
    "economicImpactAxis": "ECONOMIC IMPACT (TCO Savings €/year)",
    "feasibilityAxis": "FEASIBILITY (Agentic Readiness Score 0-10)",
    "tierAutomateThreshold": "AUTOMATE Tier ≥7.5",
    "quadrantQuickWins": "QUICK WINS",
    "quadrantQuickWinsDesc": "Score ≥7.5 + High savings",
    "quadrantQuickWinsPriority": "→ Priority 1",
    "quadrantOptimize": "OPTIMIZE",
    "quadrantOptimizeDesc": "Score <7.5 + High savings",
    "quadrantOptimizePriority": "→ Wave 1 first",
    "quadrantStrategic": "STRATEGIC",
    "quadrantStrategicDesc": "Score ≥7.5 + Low savings",
    "quadrantStrategicPriority": "→ Evaluate ROI",
    "quadrantDefer": "DEFER",
    "quadrantDeferDesc": "Score <7.5 + Low savings",
    "quadrantDeferPriority": "→ Backlog",
    "tooltipScore": "Score:",
    "tooltipVolume": "Volume:",
    "tooltipSavingsTco": "TCO Savings:",
    "tooltipTier": "Tier:",
    "perMonth": "/month",
    "perYear": "/year",
    "interpretation": "Interpretation:",
    "opportunityMapInterpretation": "Bubbles in the upper right quadrant (High Score + High Savings) are Quick Wins for automation. Size indicates interaction volume.",
    "bubbleSize": "Size:",
    "volume": "Volume",
    "methodologyTitle": "Calculation Methodology",
    "axisXFactibility": "X Axis: FEASIBILITY (Score 0-10)",
    "axisXFactibilityDesc": "Agentic Readiness Score calculated with 5 weighted factors:",
    "factorPredictability": "Predictability (30%)",
    "factorPredictabilityDesc": "based on CV AHT",
    "factorResolution": "Resolution (25%)",
    "factorResolutionDesc": "FCR (60%) + Transfer (40%)",
    "factorVolumeWeight": "Volume (25%)",
    "factorVolumeDesc": "logarithmic volume scale",
    "factorDataQuality": "Data Quality (10%)",
    "factorDataQualityDesc": "% valid records",
    "factorSimplicity": "Simplicity (10%)",
    "factorSimplicityDesc": "based on AHT",
    "axisYEconomicImpact": "Y Axis: ECONOMIC IMPACT (€/year)",
    "axisYEconomicImpactDesc": "TCO savings calculated by tier with differential CPI:",
    "cpiHuman": "Human CPI",
    "cpiBot": "Bot CPI",
    "cpiAssist": "Assist CPI",
    "cpiAugment": "Augment CPI",
    "savingsFormulas": "Savings Formulas by Tier",
    "formulaAutomate": "AUTOMATE (Score ≥ 7.5)",
    "formulaAutomateCalc": "Savings = Vol × 12 × 70% × (€2.33 - €0.15)",
    "formulaAutomateResult": "= Vol × 12 × 0.70 × €2.18",
    "formulaAssist": "ASSIST (Score ≥ 5.5)",
    "formulaAssistCalc": "Savings = Vol × 12 × 30% × (€2.33 - €1.50)",
    "formulaAssistResult": "= Vol × 12 × 0.30 × €0.83",
    "formulaAugment": "AUGMENT (Score ≥ 3.5)",
    "formulaAugmentCalc": "Savings = Vol × 12 × 15% × (€2.33 - €2.00)",
    "formulaAugmentResult": "= Vol × 12 × 0.15 × €0.33",
    "formulaHumanOnly": "HUMAN-ONLY (Score < 3.5 or Red Flags)",
    "formulaHumanOnlyCalc": "Savings = €0",
    "formulaHumanOnlyRequires": "Requires prior standardization",
    "tierClassificationCriteria": "Tier Classification Criteria",
    "tierCriteriaCV": "CV",
    "tierCriteriaTransfer": "Transfer",
    "tierCriteriaFCR": "FCR",
    "tierCriteriaNoRedFlags": "No red flags",
    "tierCriteriaRequiresOptimization": "Requires optimization",
    "tierCriteriaOr": "or",
    "tierCriteriaVolume": "Vol",
    "tierCriteriaValid": "Valid",
    "methodologicalNote": "Note:",
    "methodologicalNoteText": "Bubble size represents interaction volume. Queues classified as HUMAN-ONLY don't appear in the chart (savings = €0). Savings are projections based on industry benchmarks and should be validated with pilots.",
    "hideDetails": "Hide details",
    "viewInitiatives": "View initiatives and criteria",
    "conditional": "Conditional",
    "risk": "Risk",
    "riskLow": "Low",
    "riskMedium": "Medium",
    "riskHigh": "High",
    "whyNecessary": "Why is it necessary?",
    "targetSkills": "Target skills",
    "initiatives": "Initiatives",
    "setup": "Setup",
    "recurring": "Recurring",
    "kpiTarget": "KPI Target",
    "successCriteria": "Success criteria",
    "riskDescription": "Risk description",
    "provider": "Provider",
    "entryCriteria": "Entry criteria",
    "fromTier": "From Tier:",
    "scoreRange": "Score Range:",
    "requiredMetrics": "Required metrics:",
    "exitCriteria": "Exit criteria",
    "toTier": "To Tier:",
    "scoreTarget": "Target score:",
    "kpiTargets": "Target KPIs:",
    "priorityQueues": "Priority queues",
    "currentScore": "Current score",
    "currentTier": "Current tier",
    "potentialSavings": "Potential savings",
    "redFlags": "Red Flags",
    "classificationByAutomationTier": "Classification by Automation Potential",
    "queuesClassifiedDescription": "{{count}} queues classified into 4 Tiers by AI readiness • {{volume}} interactions/month",
    "tier1": "TIER 1",
    "tier2": "TIER 2",
    "tier3": "TIER 3",
    "tier4": "TIER 4",
    "intPerMonth": "int/month",
    "volumePercentage": "({{pct}}% volume)",
    "noSavingsRedFlags": "€0/year (Red flags)",
    "volumeDistributionByTier": "Volume distribution by tier:",
    "strategicRecommendation": "Our Recommendation:",
    "dualStrategyLabel": "Our Recommendation: Dual Strategy",
    "dualStrategySublabel": "Execute two work streams in parallel to maximize impact",
    "foundationFirstLabel": "Our Recommendation: Foundation First",
    "foundationFirstSublabel": "Prepare the operation before automating",
    "standardizationLabel": "Our Recommendation: Standardization",
    "standardizationSublabel": "Resolve critical operational issues before investing in AI",
    "whatIsFoundation": "What does Foundation mean?",
    "foundationExplanation": "The current operation has no queues ready for direct automation. Foundation is the preparation phase: standardize processes, reduce variability, and improve data quality so subsequent automation is effective.",
    "assistQueuesCanElevate": "{{count}} ASSIST queues ({{pct}}% of volume) can be elevated to AUTOMATE Tier after completing Wave 1-2.",
    "investment": "Investment",
    "timeline": "Timeline",
    "enabledSavings": "Enabled savings",
    "criteriaForAutomation": "Criteria for automation:",
    "criteriaForAutomationValues": "CV ≤90% · Transfer ≤30% · AHT -15%",
    "whyStandardizationFirst": "Why standardization first?",
    "standardizationExplanation": "Critical operational \"red flags\" (high variability, many transfers) have been detected that would cause any automation project to fail. Investing in AI now would be wasting resources. The operation must be stabilized first.",
    "volumeWithRedFlags": "{{pct}}% of volume has red flags (CV >75%, Transfer >20%). Wave 1 is an enabling investment with no immediate direct return.",
    "investmentWave1": "Wave 1 Investment",
    "directSavings": "Direct savings",
    "enablingNoDirectSavings": "€0 (enabler)",
    "objective": "Objective:",
    "objectiveReduceRedFlags": "Reduce red flags in the top {{count}} queues. Reassess after completion.",
    "nextRecommendedStep": "Next recommended step:",
    "nextStepDual": "Launch automation pilot with the {{count}} AUTOMATE queues, while executing Wave 1 (Foundation) in parallel to prepare the rest.",
    "nextStepFoundation": "Start Wave 1 focusing on the top {{count}} queues by volume. Measure monthly progress in CV and Transfer.",
    "nextStepStandardization": "Conduct operational diagnostic workshop to identify root causes of red flags before planning investments.",
    "waveDetail": "Wave Detail",
    "waveDetailDescription": "Initiatives, entry/exit criteria, investment by phase",
    "hideDetail": "Hide detail",
    "viewDetail": "View detail",
    "collapseAll": "Collapse all",
    "expandAll": "Expand all",
    "tierLabels": {
      "automate": "Automate",
      "assist": "Assist",
      "augment": "Optimize",
      "human": "Human"
    },
    "payback": {
      "seeWave34": "See Wave 3-4",
      "notRecoverable": "Not recoverable",
      "immediate": "Immediate",
      "recoversWithAutomation": "This investment is recovered with automation waves (W3-W4). Payback is calculated on the complete roadmap, not on enabling waves in isolation.",
      "savingsDoNotCoverRecurring": "Annual savings do not cover recurring costs.",
      "savingsDoNotCoverRecurringWithMargin": "Annual savings do not cover recurring costs. Net margin: {{margin}}/year",
      "implementationRecoveryMargin": "Implementation: {{impl}} months → Recovery: {{rec}} months. Margin: {{margin}}/year.",
      "moderateRecoveryPeriod": "Moderate recovery period.",
      "longRecoveryPeriod": "Long recovery period. Consider less ambitious scenario.",
      "roiValidateWithPilot": "High ROI - validate with pilot"
    },
    "waves": {
      "wave1Name": "Wave 1",
      "wave1Title": "FOUNDATION",
      "wave1Quarter": "Q1-Q2 2026",
      "wave1Condition": "",
      "wave1Provider": "Beyond Consulting or specialized third party",
      "wave1RiskDescription": "Consulting with tangible deliverables. Does not require technology.",
      "wave2Name": "Wave 2",
      "wave2Title": "AUGMENT",
      "wave2Quarter": "Q3 2026",
      "wave2Condition": "Requires CV ≤75% post-Wave 1 in target queues",
      "wave2Provider": "BEYOND (KB + AI Scripts)",
      "wave2RiskDescription": "Support tools, low integration risk.",
      "wave3Name": "Wave 3",
      "wave3Title": "ASSIST",
      "wave3Quarter": "Q4 2026",
      "wave3Condition": "Requires Score ≥5.5 AND CV ≤90% AND Transfer ≤30%",
      "wave3Provider": "BEYOND (Copilot + AI Routing)",
      "wave3RiskDescription": "Integration with contact center platform. 4-week pilot mitigates.",
      "wave4Name": "Wave 4",
      "wave4Title": "AUTOMATE",
      "wave4Quarter": "Q1-Q2 2027",
      "wave4Condition": "Requires Score ≥7.5 AND CV ≤75% AND Transfer ≤20% AND FCR ≥50%",
      "wave4Provider": "BEYOND (Voicebot + IVR + Chatbot)",
      "wave4RiskDescription": "Very conditional. Requires demonstrated success in Waves 1-3."
    },
    "initiatives": {
      "wave1Init1": "Variability and red flags analysis",
      "wave1Init1Kpi": "Map causes of CV >75% and Transfer >20%",
      "wave1Init2": "Process redesign and documentation",
      "wave1Init2Kpi": "Standardized scripts for 80% of cases",
      "wave1Init3": "Agent training and certification",
      "wave1Init3Kpi": "90% agent certification, >85% adherence",
      "wave2Init1": "Contextual Knowledge Base",
      "wave2Init1Kpi": "Hold time -25%, KB usage +40%",
      "wave2Init2": "AI-powered dynamic scripts",
      "wave2Init2Kpi": "Script adherence +30%",
      "wave3Init1": "Agent Assist / AI Copilot",
      "wave3Init1Kpi": "AHT -30%, suggestions accepted >60%",
      "wave3Init2": "Partial automation (FAQs, routing)",
      "wave3Init2Kpi": "Deflection rate 15%",
      "wave4Init1": "Transactional Voicebot/Chatbot",
      "wave4Init1Kpi": "Containment 70%+, CSAT ≥4/5",
      "wave4Init2": "Intelligent IVR with NLU",
      "wave4Init2Kpi": "Pre-qualification 80%+, warm transfer"
    },
    "successCriteriaTemplates": {
      "wave1Criterion1": "CV AHT ≤75% in at least {{count}} high-volume queues",
      "wave1Criterion2": "Transfer ≤20% global",
      "wave1Criterion3": "Red flags eliminated in priority queues",
      "wave1Criterion4": "At least {{count}} queues migrate from Tier 4 → Tier 3",
      "wave2Criterion1": "Average score rises from 3.5-5.5 → ≥5.5",
      "wave2Criterion2": "AHT -15% vs baseline",
      "wave2Criterion3": "CV ≤90% in target queues",
      "wave2Criterion4": "{{count}} queues migrate from Tier 3 → Tier 2",
      "wave3Criterion1": "Average score rises from 5.5-7.5 → ≥7.5",
      "wave3Criterion2": "AHT -30% vs Wave 2 baseline",
      "wave3Criterion3": "CV ≤75% in target queues",
      "wave3Criterion4": "Transfer ≤20%",
      "wave3Criterion5": "{{count}} queues migrate from Tier 2 → Tier 1",
      "wave4Criterion1": "Containment ≥70% in automated queues",
      "wave4Criterion2": "CSAT maintains or improves (≥4/5)",
      "wave4Criterion3": "Escalation to human <30%",
      "wave4Criterion4": "Cumulative ROI >300%"
    },
    "scenarios": {
      "conservativeName": "Conservative",
      "conservativeDesc": "FOUNDATION + AUGMENT (Wave 1-2)",
      "moderateName": "Moderate",
      "moderateDesc": "FOUNDATION + AUGMENT + ASSIST (Wave 1-3)",
      "aggressiveName": "Aggressive",
      "aggressiveDesc": "Complete roadmap (Wave 1-4)",
      "recommended": "Recommended",
      "enablerRecommendation": "Recommended as ENABLER",
      "partialEnabler": "Partial enabler",
      "aspirational": "Aspirational",
      "notProfitable": "Not profitable with current volume",
      "scenariosTitle": "Investment Scenarios",
      "scenariosSubtitle": "Comparison of options according to commitment level",
      "scenariosTooltip": "ROI based on industry benchmarks. Adjusted ROI considers implementation risk factors.",
      "scenario": "Scenario",
      "investment": "Investment",
      "recurring": "Recurring",
      "savings": "Savings",
      "adjusted": "adjusted",
      "margin": "Margin",
      "payback": "Payback",
      "roi3y": "3y ROI",
      "risk": "Risk",
      "enabler": "Enabler",
      "prerequisite": "Prerequisite",
      "roiCalculatedOn": "ROI calculated on",
      "enablerLongDesc": "Enabling waves whose value lies in unlocking subsequent waves. Their payback is evaluated on the complete roadmap.",
      "paybackNote": "Payback: Implementation time + recovery time. Wave 1: 6m, W2: 3m, W3: 3m, W4: 6m. Savings begin at 50% of last wave.",
      "roiNote": "ROI: (3y Savings - 3y Total Cost) / 3y Total Cost × 100. Adjusted applies risk: W1-2: 75-90%, W3: 60%, W4: 50%.",
      "enablerNote": "Enabler: Waves that unlock ROI of subsequent waves. Their payback is evaluated with the complete roadmap.",
      "enablerValue": "Real value of this investment:",
      "enablerUnlocks": "Unlocks {{amount}}/year in {{waves}}. Without this foundation, subsequent waves are not viable.",
      "unlocks": "Unlocks {{waves}}",
      "enablesAmount": "enables {{amount}}",
      "startConservative": "Start with conservative scenario to validate model before scaling."
    },
    "decisionGates": {
      "gate1Question": "CV ≤75% in 3+ queues?",
      "gate1Criteria": "Red flags eliminated, Tier 4→3",
      "gate1GoAction": "Start AUGMENT",
      "gate1NoGoAction": "Extend FOUNDATION",
      "gate2Question": "Score ≥5.5 in target?",
      "gate2Criteria": "CV ≤90%, Transfer ≤30%",
      "gate2GoAction": "Start ASSIST",
      "gate2NoGoAction": "Consolidate AUGMENT",
      "gate3Question": "Score ≥7.5 in 2+ queues?",
      "gate3Criteria": "CV ≤75%, FCR ≥50%",
      "gate3GoAction": "Launch AUTOMATE",
      "gate3NoGoAction": "Expand ASSIST",
      "goNoGo": "Go/No-Go",
      "criteria": "Criteria:",
      "go": "Go:",
      "no": "No:"
    },
    "timeline": {
      "title": "Transformation Roadmap 2026-2027",
      "subtitle": "Each wave depends on the success of the previous one. Decision points allow adjustment based on actual results.",
      "setup": "Setup:",
      "savings": "Savings:",
      "conditional": "Conditional",
      "low": "Low",
      "medium": "Medium",
      "high": "High",
      "legendConfirmed": "Confirmed wave",
      "legendConditional": "Conditional wave",
      "legendDecisionPoint": "Go/No-Go decision point",
      "legendRisk": "= Risk"
    },
    "comparison": {
      "title": "Investment Scenarios",
      "subtitle": "Comparison of options by commitment level",
      "tooltip": "ROI based on industry benchmarks. Adjusted ROI considers implementation risk factors.",
      "investment": "Investment",
      "recurring": "Recurring",
      "savings": "Savings",
      "adjusted": "adjusted",
      "margin": "Margin",
      "payback": "Payback",
      "roi3y": "3y ROI",
      "risk": "Risk",
      "scenario": "Scenario",
      "recommendation": "Recommendation",
      "recommendationEnabler": "Recommendation (Enabler)",
      "enabler": "Enabler",
      "recommended": "Recommended",
      "savingsPerYear": "Savings/year",
      "marginPerYear": "Margin/year",
      "savingsLabel": "Savings:",
      "conditional": "Conditional",
      "riskLow": "Low",
      "riskMedium": "Medium",
      "riskHigh": "High",
      "enablerWaveTooltip": "Enabler wave - its value is in unlocking subsequent waves",
      "negativeMarginTooltip": "Negative annual margin",
      "projectedRoiTooltip": "Projected ROI. Validate with pilot.",
      "adjustedRoiTooltip": "ROI adjusted for implementation risk"
    },
    "entryCriteria": {
      "wave1TierFrom": "HUMAN-ONLY (4), AUGMENT (3)",
      "wave1ScoreRange": "<5.5",
      "wave1Metric1": "CV >75% or Transfer >20%",
      "wave1Metric2": "Active Red Flags",
      "wave1Metric3": "Undocumented processes",
      "wave2TierFrom": "AUGMENT (3)",
      "wave2ScoreRange": "3.5-5.5",
      "wave2Metric1": "CV ≤75%",
      "wave2Metric2": "Transfer ≤20%",
      "wave2Metric3": "No Red Flags",
      "wave3TierFrom": "ASSIST (2)",
      "wave3ScoreRange": "5.5-7.5",
      "wave3Metric1": "CV ≤90%",
      "wave3Metric2": "Transfer ≤30%",
      "wave3Metric3": "Stable AHT",
      "wave4TierFrom": "AUTOMATE (1)",
      "wave4ScoreRange": "≥7.5",
      "wave4Metric1": "CV ≤75%",
      "wave4Metric2": "Transfer ≤20%",
      "wave4Metric3": "FCR ≥50%",
      "wave4Metric4": "No Red Flags"
    },
    "exitCriteria": {
      "wave1TierTo": "AUGMENT (3) minimum",
      "wave1ScoreTarget": "≥3.5",
      "wave1Kpi1": "CV ≤75%",
      "wave1Kpi2": "Transfer ≤20%",
      "wave1Kpi3": "Red flags eliminated",
      "wave2TierTo": "ASSIST (2)",
      "wave2ScoreTarget": "≥5.5",
      "wave2Kpi1": "CV ≤90%",
      "wave2Kpi2": "Transfer ≤30%",
      "wave2Kpi3": "AHT -15%",
      "wave3TierTo": "AUTOMATE (1)",
      "wave3ScoreTarget": "≥7.5",
      "wave3Kpi1": "CV ≤75%",
      "wave3Kpi2": "Transfer ≤20%",
      "wave3Kpi3": "FCR ≥50%",
      "wave3Kpi4": "AHT -30%",
      "wave4TierTo": "AUTOMATED",
      "wave4ScoreTarget": "Containment ≥70%",
      "wave4Kpi1": "Bot resolution ≥70%",
      "wave4Kpi2": "CSAT ≥4/5",
      "wave4Kpi3": "Escalation <30%"
    },
    "recommendations": {
      "conservativeEnabler": "✅ Recommended as ENABLER. Unlocks {{amount}}/year in Wave 3-4. Objective: move {{count}} queues from Tier 4→3.",
      "conservativeNormal": "✅ Recommended. Validate model with low risk. Objective: move {{count}} queues from Tier 4→3.",
      "moderateEnabler": "Partial enabler. Unlocks {{amount}}/year in Wave 4. Decide Go/No-Go in Q3 2026.",
      "moderateNormal": "Decide Go/No-Go in Q3 2026 based on Wave 1-2 results. Requires Score ≥5.5 in target queues.",
      "aggressivePositive": "⚠️ Aspirational. Only if Waves 1-3 successful and queues with Score ≥7.5 exist. Decision in Q1 2027.",
      "aggressiveNegative": "❌ Not profitable with current volume. Requires significantly greater scale."
    },
    "table": {
      "topQueuesByVolumeImpact": "Top Queues by Volume × Impact",
      "queue": "Queue",
      "volPerMonth": "Vol/month",
      "score": "Score",
      "tier": "Tier",
      "redFlags": "Red Flags",
      "potential": "Potential",
      "redFlagsNote": "Red Flags: CV >120% (high variability) · Transfer >50% (fragmented process) · Vol <50 (small sample) · Valid <30% (noisy data)",
      "skills": "Skills",
      "entry": "ENTRY",
      "exit": "EXIT",
      "tierLabel": "Tier:",
      "scoreLabel": "Score:",
      "financialMetrics": "Financial Metrics",
      "setupLabel": "Setup",
      "recurringPerYear": "Recurring/year",
      "savingsPerYear": "Savings/year",
      "marginPerYear": "Margin/year",
      "initiativesLabel": "Initiatives:",
      "setup": "Setup:",
      "rec": "Rec:",
      "kpi": "KPI:",
      "successCriteriaLabel": "✅ Success criteria:",
      "condition": "⚠️ Condition:",
      "provider": "Provider:"
    },
    "porQueNecesarioTemplates": {
      "wave1": "{{count}} of {{total}} queues are in Tier 3-4 ({{pct}}% of volume). Red flags: CV >75%, Transfer >20%. Automating without standardizing = guaranteed failure.",
      "wave2": "Implement support tools for Tier 3 queues (Score 3.5-5.5). Objective: raise score to ≥5.5 to enable Wave 3. Focus on {{count}} queues with {{volume}} int/month.",
      "wave3": "AI Copilot for agents in Tier 2 queues. Real-time suggestions, autocomplete, next-best-action. Objective: raise score to ≥7.5 for Wave 4. Target: {{count}} queues with {{volume}} int/month.",
      "wave4": "End-to-end automation for Tier 1 queues. Transactional Voicebot/Chatbot with 70% containment. Only viable with mature processes. Current target: {{count}} queues with {{volume}} int/month."
    },
    "fallbackSkills": {
      "wave1": "Queues that reach Score 3.5-5.5 post Wave 1",
      "wave2": "Queues that reach Score ≥5.5 post Wave 2",
      "wave3": "Queues that reach Score ≥7.5 post Wave 3"
    },
    "wave2Description": {
      "ready": "{{skill}} is the skill with the best Score ({{score}}/10, \"Copilot\" category). Volume {{volume}}/year = greatest economic impact.",
      "notReady": "No skill currently reaches Score ≥6. The best candidate is {{skill}} with Score {{score}}/10. Requires prior optimization in Wave 1."
    },
    "specificRecommendations": {
      "launchWave4": "Launch Wave 4 (AUTOMATE) pilot",
      "launchWave4Rationale": "{{count}} queues already have Score ≥7.5 with volume of {{volume}} int/month.",
      "launchWave4NextStep": "Start automation pilot in the 2-3 highest-volume queues with savings potential of {{amount}}/year.",
      "initiateWave3": "Initiate Wave 3 (ASSIST) with Copilot",
      "initiateWave3Rationale": "{{count}} queues have Score 5.5-7.5, representing {{pct}}% of volume.",
      "initiateWave3NextStep": "Deploy AI Copilot in Tier 2 queues to raise score to ≥7.5 and enable Wave 4. Investment: {{amount}}.",
      "prioritizeWave1": "Prioritize Wave 1 (FOUNDATION)",
      "prioritizeWave1Rationale": "{{count}} queues ({{pct}}%) have Red Flags that prevent automation.",
      "prioritizeWave1NextStep": "Standardize processes before investing in AI. Automation without solid foundations fails in 80%+ of cases.",
      "executeWave12": "Execute Wave 1-2 sequentially",
      "executeWave12Rationale": "Mixed operation: {{automate}} Tier 1 queues, {{assist}} Tier 2, {{augment}} Tier 3, {{human}} Tier 4.",
      "executeWave12NextStep": "Start with FOUNDATION to eliminate red flags, followed by AUGMENT to raise scores. Initial investment: {{amount}}."
    },
    "dualStrategy": {
      "explanation": "The Dual Strategy consists of executing two parallel work streams: <strong>Quick Win</strong> immediately automates the {{count}} ready queues (Tier AUTOMATE, {{pct}}% of volume), generating returns from the first month; while <strong>Foundation</strong> prepares the remaining {{remaining}}% of volume (Tiers ASSIST and AUGMENT) by standardizing processes and reducing variability to enable future automation. This approach maximizes time-to-value: Quick Win finances the transformation and generates organizational confidence, while Foundation progressively expands the scope of automation."
    }
  },
  "opportunities": {
    "viewCriticalActions": "View Critical Actions",
    "exploreImprovements": "Explore Improvements",
    "inGoodState": "In good state",
    "prioritize": "Prioritize",
    "optimize": "Optimize",
    "maintain": "Maintain"
  },
  "agenticReadiness": {
    "score": "Agentic Readiness Score",
    "confidence": "Confidence",
    "index": "Agentic Readiness Index",
    "readyForCopilot": "Ready for Copilot",
    "readyForCopilotDesc": "Processes with sufficient predictability and simplicity for AI assistance (real-time suggestions, autocomplete).",
    "optimizeFirst": "Optimize first",
    "optimizeFirstDesc": "Standardize processes and reduce variability before implementing AI assistance.",
    "requiresHumanManagement": "Requires human management",
    "requiresHumanManagementDesc": "Complex or variable processes that need human intervention before considering automation.",
    "automatable": "Automatable",
    "automatableDesc": "Mature processes ready for full automation with virtual agent.",
    "automatableCriteria": "Score ≥7.5: CV AHT <75%, Transfer <15%, Volume >500/month",
    "automatableAction": "Deploy virtual agent with autonomous resolution",
    "assistable": "Assistable",
    "assistableDesc": "Copilot candidates: AI assists human agent in real-time.",
    "assistableCriteria": "Score 5.5-7.5: Semi-structured processes with moderate variability",
    "assistableAction": "Implement Copilot with suggestions and smart search",
    "optimizable": "Optimizable",
    "optimizableDesc": "Requires tools and standardization before automation.",
    "optimizableCriteria": "Score 3.5-5.5: High variability or complexity, needs optimization",
    "optimizableAction": "Deploy improved KB, guided scripts, support tools",
    "humanOnly": "Human Only",
    "humanOnlyDesc": "Not suitable for automation: insufficient volume or extreme complexity.",
    "humanOnlyCriteria": "Score <3.5 or Red Flags: CV >120%, Transfer >50%, Vol <50",
    "humanOnlyAction": "Maintain human management, evaluate periodically",
    "redFlags": {
      "cvCritical": "Critical AHT CV",
      "cvCriticalShort": "CV",
      "cvCriticalDesc": "Extreme variability - unpredictable processes",
      "transferExcessive": "Excessive Transfer",
      "transferExcessiveShort": "Transfer",
      "transferExcessiveDesc": "High complexity - requires frequent escalation",
      "volumeInsufficient": "Insufficient Volume",
      "volumeInsufficientShort": "Vol",
      "volumeInsufficientDesc": "Negative ROI - volume doesn't justify investment",
      "dataQualityLow": "Low Data Quality",
      "dataQualityLowShort": "Valid",
      "dataQualityLowDesc": "Unreliable data - distorted metrics",
      "threshold": "(threshold: {{operator}}{{value}})"
    },
    "methodology": {
      "title": "What is the Agentic Readiness Index?",
      "subtitle": "Evaluation methodology and navigation guide for this analysis",
      "definition": "Index Definition",
      "definitionDesc": "The Agentic Readiness Index evaluates what percentage of interaction volume is ready to be managed by virtual agents or assisted by AI. It's calculated by analyzing each queue individually according to 5 key factors:",
      "factor1": "Predictability",
      "factor1Desc": "30% weight - CV AHT <75%",
      "factor2": "Resolution",
      "factor2Desc": "25% weight - High FCR, Low Transfer",
      "factor3": "Volume",
      "factor3Desc": "25% weight - Positive ROI >500/month",
      "factor4": "Data Quality",
      "factor4Desc": "10% weight - % valid records",
      "factor5": "Simplicity",
      "factor5Desc": "10% weight - Low AHT, simple process",
      "categories": "The 4 Classification Categories",
      "categoriesDesc": "Each queue is classified into one of the following tiers based on its composite score:",
      "content": "Analysis Content",
      "contentDesc": "This tab presents the automation analysis in the following order:",
      "globalVision": "Global Distribution Vision",
      "globalVisionDesc": "Percentage of volume in each category ({{pct}}% automatable). The 4 boxes show how the {{total}} interactions are distributed.",
      "priorityCandidates": "Priority Candidates",
      "priorityCandidatesDesc": "AUTOMATE and ASSIST queues ordered by savings potential. Quick wins with highest ROI to prioritize in roadmap.",
      "queuesToOptimize": "Queues to Optimize",
      "queuesToOptimizeDesc": "AUGMENT tier: require prior standardization (reduce variability, improve FCR, document processes) before automation.",
      "notAutomatable": "Not Automatable",
      "notAutomatableDesc": "HUMAN-ONLY tier: insufficient volume (negative ROI), low data quality, extreme variability, or complexity requiring human judgment.",
      "methodNote": "Methodological note: The index is calculated per individual queue, not as a global average. This allows identifying specific opportunities even when the operational average is low. Thresholds are calibrated according to industry benchmarks (COPC, Gartner).",
      "factors5": "5 weighted factors",
      "categories4": "4 classification categories",
      "clickToExpand": "Click to expand methodology"
    },
    "factors": {
      "predictability": "Predictability",
      "predictabilityDesc": "Consistency in handling times",
      "predictabilityFormula": "Score = 10 - (CV_AHT / 10). CV AHT < 30% → Score > 7",
      "predictabilityBenchmark": "Optimal CV AHT < 25%",
      "predictabilityGood": "Consistent times, ideal for AI",
      "predictabilityBad": "Requires standardization",
      "simplicity": "Simplicity",
      "simplicityDesc": "Low level of human judgment required",
      "simplicityFormula": "Score = 10 - (Transfer_Rate × 0.4). Transfer <10% → Score > 6",
      "simplicityBenchmark": "Optimal transfers <10%",
      "simplicityGood": "Simple processes, automatable",
      "simplicityBad": "High complexity, requires copilot",
      "volume": "Volume",
      "volumeDesc": "Scale to justify investment"
    },
    "queues": {
      "automate": "AUTOMATE Queues",
      "automateDesc": "Ready for full automation with virtual agent (Score ≥7.5)",
      "assist": "ASSIST Queues",
      "assistDesc": "Copilot candidates - AI assists human agent (Score 5.5-7.5)",
      "augment": "AUGMENT Queues",
      "augmentDesc": "Require prior optimization: standardize processes, reduce variability (Score 3.5-5.5)",
      "humanOnly": "HUMAN-ONLY Queues",
      "humanOnlyDesc": "Not suitable for automation: insufficient volume, low data quality or extreme complexity"
    },
    "tiers": {
      "automate": "Automate",
      "assist": "Assist",
      "optimize": "Optimize",
      "human": "Human"
    },
    "tierLabels": {
      "automateFull": "Full AI",
      "assistCopilot": "Copilot",
      "augmentTools": "Tools",
      "humanManual": "Manual"
    },
    "status": {
      "high": "High",
      "medium": "Medium",
      "low": "Low",
      "critical": "Critical",
      "readyForAutomation": "Ready for automation",
      "moderatePotential": "Moderate potential",
      "requiresOptimization": "Requires optimization",
      "notReady": "Not ready"
    },
    "table": {
      "queues": "queues",
      "queue": "queue",
      "queueId": "Queue (ID)",
      "queueOriginalId": "Queue (original_queue_id)",
      "skill": "Skill",
      "businessUnit": "Business Unit (Skill)",
      "strategicSkill": "Strategic Queue Skill",
      "volume": "Volume",
      "volumePerMonth": "int/month",
      "ahtAvg": "Avg AHT",
      "cvAvg": "Avg CV",
      "savingsPotential": "Potential Savings",
      "dominantTier": "Dom. Tier",
      "transfer": "Transfer",
      "redFlags": "Red Flags",
      "savingsPerMonth": "Savings/month",
      "cost": "Cost:",
      "savings": "Savings:",
      "total": "TOTAL",
      "clickToExpand": "Click on a skill to see individual queue details",
      "clickToExpandReason": "Click on a reason to see affected queues. Prioritize actions by impacted volume.",
      "showing": "Showing {{shown}} of {{total}} queues",
      "reason": "Reason / Red Flag",
      "recommendedAction": "Recommended Action",
      "score": "Score",
      "int": "int",
      "perYear": "/year",
      "perMonth": "/month"
    },
    "summary": {
      "volumeAutomatable": "Automatable Volume",
      "tierAutoAssist": "(Tier AUTOMATE + ASSIST)",
      "interactions": "interactions",
      "queuesAnalyzed": "queues analyzed",
      "interpretation": "Interpretation:",
      "interpretationText": "The {{pct}}% represents automatable interaction volume (AUTOMATE + ASSIST). Only {{queuePct}}% of queues ({{count}} of {{total}}) are AUTOMATE, but they concentrate {{volumePct}}% of total volume. This indicates few high-volume automatable queues - opportunity concentrated in high-impact Quick Wins.",
      "inSkills": "in {{count}} skills",
      "groupedBy": "grouped by {{count}} reasons",
      "requiresIntervention": "These queues require intervention before considering automation"
    },
    "filters": {
      "tier": "Tier:",
      "all": "All",
      "minSavings": "Min savings:",
      "minVolume": "Min volume:",
      "activeFilters": "Active filters:",
      "of": "of"
    },
    "opportunityMap": {
      "title": "Opportunity Map",
      "subtitle": "Size = Volume · Color = Tier · Position = Score vs TCO Savings",
      "quickWins": "QUICK WINS",
      "highPotential": "HIGH POTENTIAL",
      "develop": "DEVELOP",
      "easyImpl": "EASY IMPL.",
      "backlog": "BACKLOG",
      "colorTier": "COLOR = TIER",
      "sizeVolume": "SIZE = VOLUME",
      "visibleSavings": "VISIBLE SAVINGS",
      "agenticScore": "Agentic Score",
      "annualTcoSavings": "Annual TCO Savings",
      "noQueuesMatch": "No queues match the selected filters",
      "clickForDetail": "Click for details",
      "quickWinCandidate": "Quick Win Candidate",
      "highPotentialCopilot": "High Potential with Copilot",
      "requiresStandardization": "Requires prior standardization",
      "matureProcesses": "Score ≥7.5 indicates mature processes ready for full automation.",
      "benefitsAI": "Score 5.5-7.5 benefits from AI assistance (Copilot) to elevate to Tier 1.",
      "needsWork": "Score <5.5 requires prior standardization work before automating."
    },
    "classification": {
      "title": "CLASSIFICATION BY SKILL",
      "titleByTier": "CLASSIFICATION BY AUTOMATION TIER",
      "subtitle": "Skills with queues classified as AUTOMATE (score ≥ 7.5, CV ≤ 75%, transfer ≤ 20%)",
      "distribution": "Queue Distribution by Tier",
      "action": "Action",
      "auto": "AUTO",
      "assist": "ASSIST",
      "augm": "AUGM",
      "human": "HUMAN",
      "waveBot": "→ Wave 4: Full Bot",
      "waveCopilot": "→ Wave 3: Copilot",
      "waveTools": "→ Wave 2: Tools",
      "waveFoundation": "→ Wave 1: Foundation",
      "quickWins": "Quick Wins:",
      "attention": "Attention:",
      "volumeT1T2": "Vol in T1+T2:",
      "volumeT4": "Vol in T4:",
      "prioritizeWave1": "→ prioritize in Wave 1",
      "balancedDistribution": "Balanced distribution across tiers. Review individual queues for prioritization.",
      "hasT1T2Volume": "have >60% volume in T1+T2",
      "hasHumanVolume": "has {{pct}}% in HUMAN",
      "analysisPerSkill": "Analysis per Skill",
      "skillsHaveAutomate": "of {{total}} skills have at least one AUTOMATE tier queue",
      "seeIndividualQueues": "Click on a skill to see individual queues with score breakdown"
    },
    "globalFactors": {
      "title": "Score Factors (Global Operation Level)",
      "note": "NOTE:",
      "noteText": "These factors are global averages. Per-queue scoring uses these same factors calculated individually for each queue.",
      "factor": "Factor",
      "weight": "Weight",
      "realMetric": "Actual Metric",
      "status": "Status",
      "globalScore": "GLOBAL SCORE",
      "insight": "The global score ({{score}}) reflects the complete operation. However, {{pct}}% of volume is in individual queues that DO meet automation criteria."
    },
    "nextSteps": {
      "title": "NEXT STEPS → ROADMAP",
      "basedOnAnalysis": "BASED ON THIS ANALYSIS:",
      "immediateQuickWins": "IMMEDIATE QUICK WINS (without Wave 1)",
      "queuesAutomate": "AUTOMATE queues",
      "interactionsPerMonth": "interactions/month",
      "potentialSavings": "Potential savings:",
      "containment": "containment",
      "skills": "Skills:",
      "alignedWave4": "→ Aligned with Wave 4 of Roadmap. Can be implemented in parallel to Wave 1.",
      "waveFoundation": "WAVE 1-3: FOUNDATION → ASSIST ({{count}} queues)",
      "tierAssist": "in ASSIST tier",
      "focusWave1": "Wave 1 Focus:",
      "reduceTransfer": "Reduce transfer in",
      "potentialCopilot": "Potential with Copilot:",
      "deflection": "deflection",
      "requiresWave1": "→ Requires Wave 1 (Foundation) to enable Copilot in Wave 3",
      "seeRoadmap": "See Roadmap tab for detailed plan",
      "perInt": "/int"
    },
    "humanOnlyReasons": {
      "title": "HUMAN-ONLY Queues",
      "subtitle": "Not suitable for automation: insufficient volume, low data quality or extreme complexity",
      "volumeTotal": "Total volume:"
    },
    "redFlagsActions": {
      "noSpecificFlags": "No Specific Red Flags",
      "noFlagsDesc": "Queues that don't meet automation criteria",
      "reviewManually": "Review manually",
      "standardizeProcesses": "Standardize processes and scripts",
      "simplifyFlow": "Simplify flow, train agents",
      "consolidate": "Consolidate with similar queues",
      "improveDataCapture": "Improve data capture"
    },
    "factorsExtended": {
      "volumeMethodology": "Score = normalized log10(Volume). >5000 → 10, <100 → 2",
      "volumeBenchmark": "Positive ROI requires >500/month",
      "volumeGood": "High volume justifies investment",
      "volumeBad": "Consider shared solutions",
      "roiPotential": "ROI Potential",
      "roiDesc": "Expected economic return",
      "roiMethodology": "Score based on total annual cost. >€500K → 10",
      "roiBenchmark": "ROI >150% at 12 months",
      "roiGood": "Solid business case",
      "roiBad": "Marginal ROI, evaluate other benefits",
      "resolution": "Resolution",
      "dataQuality": "Data Quality"
    },
    "factorConfigs": {
      "predictability": {
        "title": "Predictability",
        "description": "Consistency in handling times",
        "methodology": "Score = 10 - (CV_AHT / 10). CV AHT < 30% → Score > 7",
        "benchmark": "Optimal CV AHT < 25%",
        "highImplication": "Consistent times, ideal for AI",
        "lowImplication": "Requires standardization"
      },
      "inverseComplexity": {
        "title": "Simplicity",
        "description": "Low level of human judgment required",
        "methodology": "Score = 10 - (Transfer_Rate × 0.4). Transfer <10% → Score > 6",
        "benchmark": "Optimal transfers <10%",
        "highImplication": "Simple processes, automatable",
        "lowImplication": "High complexity, requires copilot"
      },
      "repeatability": {
        "title": "Volume",
        "description": "Scale to justify investment",
        "methodology": "Score = normalized log10(Volume). >5000 → 10, <100 → 2",
        "benchmark": "Positive ROI requires >500/month",
        "highImplication": "High volume justifies investment",
        "lowImplication": "Consider shared solutions"
      },
      "roiPotential": {
        "title": "ROI Potential",
        "description": "Expected economic return",
        "methodology": "Score based on total annual cost. >€500K → 10",
        "benchmark": "ROI >150% at 12 months",
        "highImplication": "Solid business case",
        "lowImplication": "Marginal ROI, evaluate other benefits"
      }
    },
    "scoreBreakdown": {
      "predictability": "Predictability (30%)",
      "resolution": "Resolution (25%)",
      "volume": "Volume (25%)",
      "dataQuality": "Data Quality (10%)",
      "simplicity": "Simplicity (10%)"
    },
    "bubbleChart": {
      "quickWinsCount": "{{count}} queues · {{amount}}",
      "highPotentialCount": "{{count}} queues · {{amount}}",
      "developCount": "{{count}} queues · {{amount}}",
      "easyImplCount": "{{count}} · {{amount}}",
      "backlogCount": "{{count}} · {{amount}}",
      "total": "total",
      "noQueuesFilters": "No queues match the selected filters",
      "quickWinsLabel": "QUICK WINS",
      "highPotentialLabel": "HIGH POTENTIAL",
      "developLabel": "DEVELOP",
      "easyImplLabel": "EASY IMPL.",
      "backlogLabel": "BACKLOG",
      "activeFiltersLabel": "Active filters:",
      "ofQueues": "of {{total}} queues",
      "perMonth": "/month",
      "cvAht": "CV AHT:",
      "viewDetail": "Click for details"
    },
    "modal": {
      "skillLabel": "Skill:",
      "transferRate": "Transfer Rate",
      "annualSavings": "Annual Savings"
    },
    "volumeLabels": {
      "queues": "queues",
      "int": "int"
    },
    "subFactors": {
      "repeatability": "Repeatability",
      "repeatabilityDisplayName": "Repeatability",
      "repeatabilityDescription": "Monthly volume: {{volume}} interactions",
      "predictability": "Predictability",
      "predictabilityDisplayName": "Predictability",
      "predictabilityDescription": "AHT CV: {{cv}}%, Escalation: {{esc}}%",
      "structuring": "Structuring",
      "structuringDisplayName": "Structuring",
      "structuringDescription": "{{pct}}% structured fields",
      "inverseComplexity": "Inverse Complexity",
      "inverseComplexityDisplayName": "Inverse Complexity",
      "inverseComplexityDescription": "{{pct}}% exceptions",
      "stability": "Stability",
      "stabilityDisplayName": "Stability",
      "stabilityDescription": "{{pct}}% off-hours",
      "roiSavings": "ROI",
      "roiSavingsDisplayName": "ROI",
      "roiSavingsDescription": "€{{amount}}K annual potential savings",
      "interpretations": {
        "excellentForAutomation": "Excellent candidate for complete automation (Automate)",
        "goodForAssistance": "Good candidate for agentic assistance (Assist)",
        "candidateForAugmentation": "Candidate for human augmentation (Augment)",
        "notRecommended": "Not recommended for automation at this time",
        "bronzeAnalysis": "Bronze analysis does not include Agentic Readiness Score"
      }
    },
    "table": {
      "queueId": "Queue (original_queue_id)",
      "volume": "Volume",
      "aht": "AHT",
      "cv": "CV",
      "transfer": "Transfer",
      "fcr": "FCR",
      "score": "Score",
      "tier": "Tier",
      "redFlags": "Red Flags",
      "savingsPerMonth": "Savings/mo",
      "total": "TOTAL",
      "skill": "Skill",
      "queues": "Queues",
      "avgAht": "Avg AHT",
      "avgCv": "Avg CV",
      "potentialSavings": "Potential Savings",
      "dominantTier": "Dominant Tier",
      "perYear": "/year"
    },
    "summary": {
      "queuesAnalyzed": "queues analyzed",
      "volumeInIndividualQueues": "of volume is in individual queues",
      "balancedDistribution": "Balanced distribution across tiers. Review individual queues for prioritization.",
      "clickToExpand": "Click on a skill to see individual queue details"
    },
    "emptyStates": {
      "noQueuesClassifiedAs": "No queues classified as {{tier}}",
      "noQueuesMatchFilters": "No queues match the selected filters"
    },
    "sections": {
      "classificationBySkill": "CLASSIFICATION BY SKILL",
      "classificationByTier": "CLASSIFICATION BY AUTOMATION TIER",
      "queuesAutomate": "Queues AUTOMATE",
      "readyForFullAutomation": "Ready for full automation with virtual agent (Score ≥7.5)",
      "queuesAssist": "Queues ASSIST",
      "candidatesForCopilot": "Candidates for Copilot - AI assists human agent (Score 5.5-7.5)",
      "queuesAugment": "Queues AUGMENT",
      "requireOptimization": "Require prior optimization: standardize processes, reduce variability (Score 3.5-5.5)",
      "queuesHumanOnly": "Queues HUMAN-ONLY",
      "notSuitableForAutomation": "Not suitable for automation: insufficient volume, low data quality, or extreme complexity",
      "queuesIn": "queues in {{count}} skills",
      "costPerYear": "/year",
      "volumeColon": "Volume:",
      "costColon": "Cost:",
      "potentialSavingsColon": "Potential savings:"
    }
  },
  "economicModel": {
    "title": "Economic Model",
    "costPerInteraction": "Cost per interaction (CPI) by channel",
    "totalCost": "Total Cost",
    "avgCost": "Average Cost",
    "costBreakdown": "Cost Breakdown",
    "enterCostPerHour": "Please enter the cost per hour for the agent.",
    "noCostConfig": "No cost configuration"
  },
  "charts": {
    "volumeByDayAndHour": "Volume by day of week and hour",
    "ahtDistributionBySkill": "AHT distribution by skill",
    "resolutionFunnelBySkill": "Resolution funnel (P50) by skill",
    "csatDistribution": "CSAT distribution"
  },
  "errors": {
    "renderError": "Rendering Error",
    "componentError": "This component encountered an error and could not render correctly. The rest of the dashboard continues to work normally.",
    "viewTechnicalDetails": "View technical details",
    "errorInComponent": "Error in {{componentName}}",
    "somethingWentWrong": "Something went wrong",
    "tryAgain": "Try again",
    "errorLabel": "Error:",
    "stackLabel": "Stack:"
  },
  "methodology": {
    "title": "Methodology",
    "fullTitle": "Data Transformation Methodology",
    "description": "Learn how we calculate metrics",
    "close": "Close",
    "appliedBadge": "Data Transformation Methodology Applied",
    "appliedBadgeShort": "Methodology",
    "downloadProtocol": "Download Complete Protocol (PDF)",
    "certificate": "Beyond Diagnosis - Data Strategy Unit │ Certified: {{date}}",
    "dataProcessed": "Data Processed",
    "recordsAnalyzed": "Records analyzed",
    "monthsHistory": "Months of history",
    "sourceSystem": "Source system",
    "periodRange": "Period: {{period}}",
    "defaultPeriod": "January - December 2025",
    "sourceGenesys": "Genesys Cloud CX",
    "sourceDataset": "Loaded dataset",
    "pdfDevelopment": "PDF download functionality under development. The document will be available soon.",
    "pipeline": {
      "title": "Transformation Pipeline",
      "description": "Modular 3-layer architecture to ensure traceability and scalability.",
      "layer1": "Raw Data",
      "layer1Desc": "Ingestion and Normalization",
      "layer2": "Trusted Data",
      "layer2Desc": "Hygiene and Classification",
      "layer3": "Business Insights",
      "layer3Desc": "Enrichment",
      "layer4": "Dashboard",
      "layer4Desc": "Visualization"
    },
    "taxonomy": {
      "title": "Data Quality Taxonomy",
      "description": "Instead of deleting records, we apply \"Soft Delete\" with quality tagging to allow dual vision: financial (all costs) and operational (clean KPIs).",
      "state": "State",
      "percentage": "%",
      "definition": "Definition",
      "costs": "Costs",
      "aht": "AHT",
      "valid": "VALID",
      "validDef": "Duration 10s - 3h. Real interactions.",
      "noise": "NOISE",
      "noiseDef": "Duration <10s (not abandon). Technical noise.",
      "zombie": "ZOMBIE",
      "zombieDef": "Duration >3h. System error.",
      "abandon": "ABANDON",
      "abandonDef": "External disconnect + Talk ≤5s.",
      "sumYes": "✓ Sum",
      "sumNo": "✗ No",
      "avgYes": "✓ Average",
      "avgExclude": "✗ Exclude"
    },
    "kpis": {
      "title": "Redefined KPIs",
      "description": "We've redefined KPIs to eliminate the \"blind spots\" of traditional metrics.",
      "fcrTitle": "Real FCR vs Technical FCR",
      "fcrSubtitle": "The most critical finding of the diagnosis.",
      "fcrTechnical": "Technical FCR (no transfer):",
      "fcrReal": "Real FCR (no recontact 7 days):",
      "fcrGap": "~{{diff}}% of \"resolved cases\" generate a second call, driving hidden costs.",
      "abandonTitle": "Real Abandonment Rate",
      "abandonFormula": "Formula: External Disconnect + Talk ≤5 seconds",
      "abandonDesc": "The 5s threshold captures customers who hang up hearing the prompt or while ringing.",
      "ahtTitle": "Clean AHT",
      "ahtDesc": "Excludes NOISE (<10s) and ZOMBIE (>3h) from average.",
      "ahtNote": "Unfiltered AHT was distorted by system errors.",
      "cpiTitle": "Cost per Interaction (CPI)",
      "cpiDesc": "CPI is calculated by dividing total cost by interaction volume.",
      "cpiFormulaTitle": "Calculation Formula",
      "cpiLabel": "CPI",
      "totalCost": "Total Cost",
      "divide": "÷",
      "totalVolume": "Total Volume",
      "cpiNote": "Total cost uses (AHT seconds ÷ 3600) × cost/hour × volume ÷ productivity",
      "howCalculate": "How is Total Cost calculated?",
      "costEquals": "Cost ="
    },
    "cpi": {
      "description": "CPI is calculated by dividing <strong>total cost</strong> by <strong>interaction volume</strong>. Total cost includes <em>all</em> interactions (noise, zombie, and valid) because all are billed, and applies a productivity factor of {{productivity}}%.",
      "volume": "Volume",
      "ahtExplanation": "The <strong>AHT</strong> is in seconds, converted to hours by dividing by 3600. Includes all interactions that generate cost (noise + zombie + valid). Only abandons are excluded because they don't consume agent time.",
      "hourlyRate": "Agent Hourly Rate (Fully Loaded)",
      "configuredValue": "Configured value: €{{value}}/h",
      "includesAllCosts": "This value was configured in the data input screen and should include all costs associated with the agent:",
      "cost1": "Agent gross salary",
      "cost2": "Social security costs",
      "cost3": "Software licenses",
      "cost4": "Infrastructure and workstation",
      "cost5": "Supervision and QA",
      "cost6": "Training and overhead",
      "adjustNote": "If you need to adjust this value, you can return to the data input screen and modify it."
    },
    "impact": {
      "title": "Transformation Impact",
      "metric": "Metric",
      "traditional": "Traditional View",
      "beyond": "Beyond View",
      "impact": "Impact",
      "fcr": "FCR",
      "abandon": "Abandon",
      "skills": "Skills",
      "aht": "AHT",
      "revealsDemand": "Reveals hidden failed demand",
      "detectsFrustration": "Detects real customer frustration",
      "executiveVision": "Actionable executive vision",
      "reflectsPerformance": "KPIs reflect real performance",
      "technicalSkills": "{{count}} technical",
      "businessLines": "{{count}} business lines",
      "distorted": "Distorted",
      "clean": "Clean",
      "withoutTransformation": "Without this transformation,",
      "wrongInvestments": "automation decisions would be based on incorrect data, generating investments in the wrong processes."
    },
    "skillMapping": {
      "title": "Skills to Business Lines Mapping",
      "simplificationApplied": "Simplification applied",
      "reductionDesc": "Reduced complexity from 980 technical skills to {{count}} Business Lines. This simplification is vital for executive visualization and strategic decision making.",
      "businessLine": "Business Line",
      "keywords": "Detected Keywords (Fuzzy Logic)",
      "baggage": "Baggage & Handling",
      "sales": "Sales & Booking",
      "loyalty": "Loyalty (SUMA)",
      "b2b": "B2B & Agencies",
      "changes": "Changes & Post-Sales",
      "digital": "Digital Support",
      "customer": "Customer Service",
      "internal": "Internal / Backoffice",
      "fuzzyLogicNote": "The mapping uses fuzzy logic to automatically classify each technical skill based on keywords detected in its name. Unclassified skills are assigned to \"Customer Service\"."
    },
    "quality": {
      "title": "Quality Guarantees",
      "traceability": "100% Traceability",
      "traceabilityDesc": "All records preserved (soft delete)",
      "formulas": "Documented Formulas",
      "formulasDesc": "Each KPI has auditable methodology",
      "reconciliation": "Financial Reconciliation",
      "reconciliationDesc": "Original dataset available for audit",
      "replicable": "Replicable Methodology",
      "replicableDesc": "Reproducible process for updates"
    },
    "months": {
      "january": "January",
      "february": "February",
      "march": "March",
      "april": "April",
      "may": "May",
      "june": "June",
      "july": "July",
      "august": "August",
      "september": "September",
      "october": "October",
      "november": "November",
      "december": "December"
    }
  },
  "law10": {
    "constants": {
      "requirements": {
        "LAW_07": {
          "name": "Time Coverage"
        },
        "LAW_01": {
          "name": "Response Speed"
        },
        "LAW_02": {
          "name": "Resolution Quality"
        },
        "LAW_09": {
          "name": "Language Coverage"
        }
      }
    },
    "status": {
      "CUMPLE": "Complies",
      "PARCIAL": "Partial",
      "NO_CUMPLE": "Does Not Comply",
      "SIN_DATOS": "No Data"
    },
    "compliance": {
      "law07": {
        "noData": "No time distribution data",
        "noDataDetails": "No time distribution data found in the analysis",
        "offHoursPercent": "{{percent}}% of interactions outside business hours",
        "adequateCoverage": "Adequate time coverage",
        "improvableCoverage": "Time coverage can be improved - consider extending hours",
        "insufficientCoverage": "Insufficient time coverage - requires immediate action",
        "gapOverOptimal": "{{gap}}pp over optimal",
        "gapOverLimit": "{{gap}}pp over limit"
      },
      "law01": {
        "noData": "No wait time data",
        "noDataDetails": "No hold_time data found in the analysis",
        "avgHoldTime": "Average wait time: {{time}}s (limit: 180s)",
        "withinLimit": "{{percent}}% of interactions within limit",
        "queuesExceedLimit": "{{count}} of {{total}} queues exceed the limit",
        "gapNegative": "-{{gap}}s",
        "queuesOutside": "{{count}} queues outside",
        "gapPositive": "+{{gap}}s"
      },
      "law02": {
        "noData": "No resolution data",
        "noDataDetails": "No FCR or transfer data found",
        "fcrTechnical": "Technical FCR: {{fcr}}% (target: >75%)",
        "transferRate": "Transfer rate: {{rate}}% (target: <15%)",
        "highTransferQueues": "{{count}} queues with transfer >25%",
        "gapDash": "-",
        "gapFcr": "FCR {{fcrGap}}, Transfer {{transferGap}}",
        "gapOk": "OK",
        "gapPositive": "+{{gap}}pp",
        "gapNegative": "-{{gap}}pp"
      },
      "law09": {
        "noData": "Requires data",
        "noLanguageData": "No language data available in interactions",
        "needsLanguageField": "To evaluate this requirement, the \"language\" field is needed in the CSV"
      }
    },
    "header": {
      "aboutThisAnalysis": "About this Analysis",
      "lawTitle": "Law 10/2025 on Customer Service",
      "description": "This module connects your <strong>current operational metrics</strong> with Law 10/2025 requirements. It doesn't measure compliance directly (would require additional data), but <strong>DOES identify patterns</strong> that impact your ability to comply with regulations.",
      "complianceDeadline": "Compliance deadline",
      "december282026": "December 28, 2026",
      "daysRemaining": "{{days}} days remaining",
      "requirementsEvaluated": "Requirements evaluated",
      "requirementsMet": "{{met}} of {{total}} comply",
      "basedOnData": "Based on available data",
      "overallStatus": "Overall status",
      "goodState": "Good state",
      "requiresAttention": "Requires attention",
      "urgentAction": "Urgent action"
    },
    "timeCoverage": {
      "title": "Temporal Coverage: Service Availability",
      "article": "Related to Art. 14 - 24/7 basic services",
      "whatWeKnow": "WHAT WE KNOW",
      "heatmap247": "24x7 VOLUMETRIC HEATMAP",
      "intensity": "Intensity:",
      "intensityLow": "Low",
      "intensityMedium": "Medium",
      "intensityHigh": "High",
      "operationalFindings": "Operational findings:",
      "detectedSchedule": "Detected schedule: <strong>M-F 08:00-22:00</strong>, Sat-Sun reduced hours",
      "nightVolume": "Night volume (22:00-08:00): <strong>{{volume}}</strong> interactions ({{percent}}%)",
      "earlyMorningVolume": "Early morning volume (00:00-06:00): <strong>{{volume}}</strong> interactions ({{percent}}%)",
      "peakHour": "Peak hour: <strong>{{hour}}:00-{{hourEnd}}:00</strong> ({{percent}}% of daily volume)",
      "lawImplication": "LAW 10/2025 IMPLICATION",
      "basicServiceRequirement": "Air transport = Basic service",
      "article14Requirement": "→ Art. 14 requires 24/7 attention for incidents",
      "gapIdentified": "Gap identified:",
      "clientsOutsideHours": "<strong>{{percent}}%</strong> of your clients contact outside current hours",
      "complianceIssue": "If these are incidents (lost luggage, urgent changes), <strong>you DON'T comply with Art. 14</strong>",
      "suggestedAction": "SUGGESTED ACTION",
      "classifyNightVolume": "1. Classify night volume by type:",
      "criticalIncidents": "What % are critical incidents? → Requires 24/7",
      "generalQueries": "What % are general queries? → Can wait",
      "coverageOptions": "2. Coverage options:",
      "optionAChatbot": "A) AI Chatbot + on-call agent",
      "optionBExternal": "B) Redirect to external 24/7 call center",
      "optionCNight": "C) Night shift agents (3 shifts)",
      "costPerYear": "~{{cost}}/year"
    },
    "responseSpeed": {
      "title": "Response Speed: Operational Efficiency",
      "article": "Related to Art. 8.2 - 95% calls &lt;3min",
      "whatWeKnow": "WHAT WE KNOW",
      "abandonmentRate": "Abandonment rate",
      "ahtP50": "AHT P50 ({{min}}m {{sec}}s)",
      "ahtP90": "AHT P90 ({{min}}m {{sec}}s)",
      "ratioP90P50": "P90/P50 Ratio {{elevated}}",
      "elevated": "(elevated)",
      "abandonmentByHour": "ABANDONMENT DISTRIBUTION BY HOUR",
      "abandonmentLegend": "Abandonment:",
      "abandonmentLow": "&lt;8%",
      "abandonmentMedium": "8-15%",
      "abandonmentHigh": "&gt;20%",
      "patternsObserved": "Patterns observed:",
      "maxAbandonment": "Highest abandonment: <strong>{{hourStart}}:00-{{hourEnd}}:00</strong> ({{rate}}% vs {{avg}}% average)",
      "highestAht": "Highest AHT: <strong>Monday 09:00-11:00</strong> ({{high}}s vs {{p50}}s P50)",
      "minAbandonment": "Lowest abandonment: <strong>{{hourStart}}:00-{{hourEnd}}:00</strong> ({{rate}}%)",
      "lawImplication": "LAW 10/2025 IMPLICATION",
      "article82Requirement": "Art. 8.2 requires: \"95% of calls answered in &lt;3 minutes\"",
      "dataLimitation": "DATA LIMITATION",
      "noAsaData": "Your current CDR does NOT include ASA (queue time before answer), so we CANNOT measure this requirement directly.",
      "butWeKnow": "BUT WE DO know:",
      "customersAbandon": "<strong>{{rate}}%</strong> of customers abandon → They likely waited too long",
      "highVariability": "High AHT variability (P90/P50={{ratio}}) → Unpredictable queue",
      "peaksCoincide": "Abandonment peaks coincide with volume peaks",
      "conservativeEstimate": "Conservative estimate (±10% margin of error):",
      "likelyFastResponse": "→ ~<strong>{{percent}}%</strong> of calls likely answered \"quickly\"",
      "gapVs95": "→ Gap vs required 95%: <strong>{{operator}}{{gap}}</strong> percentage points",
      "suggestedAction": "SUGGESTED ACTION",
      "shortTerm": "1. SHORT TERM: Reduce AHT to increase capacity",
      "dimension2Identifies": "Your Dimension 2 (Efficiency) already identifies:",
      "highAht": "- High AHT ({{aht}}s vs 380s benchmark)",
      "copilotOpportunity": "- AI Copilot opportunity: -18% projected AHT",
      "dualBenefit": "Dual benefit: ↓ AHT = ↑ capacity = ↓ queue = ↑ ASA",
      "mediumTerm": "2. MEDIUM TERM: Implement real ASA tracking",
      "platformConfig": "Platform configuration",
      "implementationTimeline": "Implementation timeline",
      "implementationWeeks": "4-6 weeks",
      "benefit": "Benefit: Precise measurement for ENAC audit"
    },
    "resolutionQuality": {
      "title": "Resolution Quality: Effectiveness",
      "article": "Related to Art. 17 - Resolution in 15 days",
      "whatWeKnow": "WHAT WE KNOW",
      "fcrReal": "Real FCR (fcr_real_flag)",
      "recontactRate7d": "7-day recontact rate",
      "repeatCalls": "Repeat calls",
      "fcrBySkill": "FCR BY SKILL/QUEUE",
      "fcrLegend": "FCR:",
      "fcrLow": "&lt;45%",
      "fcrMedium": "45-65%",
      "fcrHigh": "&gt;75%",
      "topLowFcr": "Top skills with low FCR:",
      "fcrValue": "{{fcr}}% FCR",
      "lawImplication": "LAW 10/2025 IMPLICATION",
      "article17Requirement": "Art. 17 requires: \"Resolution of complaints ≤15 days\"",
      "dataLimitation": "DATA LIMITATION",
      "noCaseTracking": "Your CDR only records individual interactions, NOT multi-touch cases or total resolution time.",
      "butWeKnow": "BUT WE DO know:",
      "multipleContactsRequired": "<strong>{{percent}}%</strong> of cases require multiple contacts",
      "fcrGap": "FCR {{fcr}}% = {{gap}}% NOT resolved at first contact",
      "complexProcesses": "This suggests complex processes or fragmented information",
      "alertSignal": "Warning signal:",
      "resolutionTimeRisk": "If customers recontact multiple times for the same issue, TOTAL resolution time likely exceeds the 15 days required by law.",
      "suggestedAction": "SUGGESTED ACTION",
      "diagnosis": "1. DIAGNOSIS: Implement case/ticket system",
      "registerOpenClose": "Register open + close dates",
      "linkInteractions": "Link multiple interactions to same case",
      "typology": "Typology: query / complaint / incident",
      "crmInvestment": "CRM/Ticketing investment",
      "operationalImprovement": "2. OPERATIONAL IMPROVEMENT: Increase FCR",
      "dimension3Identifies": "Your Dimension 3 (Effectiveness) already identifies:",
      "rootCauses": "- Root causes: fragmented info, lack of empowerment",
      "solution": "- Solution: Knowledge base + decision trees",
      "fcrBenefit": "Benefit: ↑ FCR = ↓ recontacts = ↓ total time"
    },
    "summary": {
      "title": "Compliance Summary - All Requirements",
      "requirementColumn": "Requirement",
      "descriptionColumn": "Description",
      "statusColumn": "Status",
      "scoreColumn": "Score",
      "gapColumn": "Gap",
      "requirements": {
        "LAW-01": {
          "name": "Wait Time",
          "description": "Maximum wait time of 3 minutes for phone service"
        },
        "LAW-02": {
          "name": "Effective Resolution",
          "description": "First contact resolution without unnecessary transfers"
        },
        "LAW-03": {
          "name": "Human Agent Access",
          "description": "Right to speak with a human agent at any time"
        },
        "LAW-04": {
          "name": "Call Recording",
          "description": "Prior notification of recording and access to it"
        },
        "LAW-05": {
          "name": "Accessibility",
          "description": "Accessible channels for people with disabilities"
        },
        "LAW-06": {
          "name": "Written Confirmation",
          "description": "Written confirmation of complaints and procedures"
        },
        "LAW-07": {
          "name": "Time Coverage",
          "description": "24/7 service for essential services or extended hours"
        },
        "LAW-08": {
          "name": "Agent Training",
          "description": "Qualified personnel trained in customer service"
        },
        "LAW-09": {
          "name": "Co-official Languages",
          "description": "Service in Catalan, Basque, Galician and Valencian"
        },
        "LAW-10": {
          "name": "Resolution Timeframes",
          "description": "Complaint resolution in maximum 15 business days"
        },
        "LAW-11": {
          "name": "Free Service",
          "description": "Phone service at no additional cost (900 numbers)"
        },
        "LAW-12": {
          "name": "Traceability",
          "description": "Reference number for procedure tracking"
        }
      },
      "legend": {
        "complies": "Complies: Requirement met",
        "partial": "Partial: Requires improvements",
        "notComplies": "Does Not Comply: Urgent action",
        "noData": "No Data: Fields not available in CSV"
      },
      "investment": {
        "nonComplianceCost": "Cost of non-compliance",
        "upTo100k": "Up to 100K",
        "potentialFines": "Potential fines/violation",
        "recommendedInvestment": "Recommended investment",
        "basedOnOperation": "Based on your operation",
        "complianceRoi": "Compliance ROI",
        "avoidSanctionsAndImprove": "Avoid sanctions + improve CX",
        "highRoi": "High",
        "percentOfAnnualCost": "~5% annual cost"
      }
    },
    "dataMaturity": {
      "title": "Summary: Data Maturity for Compliance",
      "currentLevel": "Your current instrumentation level:",
      "dataAvailable": "DATA AVAILABLE (3/10)",
      "dataEstimable": "ESTIMABLE DATA (2/10)",
      "dataNotAvailable": "NOT AVAILABLE (5/10)",
      "availableData": {
        "temporalCoverage": "24/7 temporal coverage",
        "geographicDistribution": "Geographic distribution",
        "resolutionQuality": "Resolution quality proxy"
      },
      "estimableData": {
        "asaProxy": "ASA <3min via abandonment proxy",
        "languagesViaCountry": "Co-official languages via country"
      },
      "missingData": {
        "caseResolutionTime": "Case resolution time",
        "refundTime": "Improper charges <5 days",
        "supervisorTransfer": "Transfer to supervisor",
        "incidentInfo": "Incident info <2h",
        "enacAudit": "ENAC audit",
        "externalContract": "requires external contracting"
      },
      "suggestedInvestment": "SUGGESTED INVESTMENT FOR FULL COMPLIANCE",
      "phase1": "Phase 1 - Instrumentation (Q1 2026)",
      "phase2": "Phase 2 - Operations (Q2-Q3 2026)",
      "phase1Items": {
        "asaTracking": "Real ASA tracking",
        "ticketingSystem": "Ticketing/case system",
        "languageEnrichment": "Language enrichment",
        "subtotal": "Subtotal:"
      },
      "phase2Items": {
        "coverage247": "24/7 coverage (chatbot + on-call)",
        "aiCopilot": "AI Copilot (reduce AHT)",
        "enacAuditor": "ENAC Auditor",
        "subtotalYear1": "Year 1 subtotal:",
        "perYear": "/year",
        "perMonth": "/month"
      },
      "totals": {
        "totalInvestment": "Total Investment",
        "percentAnnualCost": "~5% annual cost",
        "riskAvoided": "Risk Avoided",
        "potentialSanctions": "potential sanctions",
        "complianceRoi": "Compliance ROI"
      },
      "article": "Art. {{number}}",
      "articlePartial": "Art. {{number}} partial",
      "articleIndirect": "Art. {{number}} indirect",
      "errorMargin": "±{{margin}}%",
      "noDetail": "no detail"
    },
    "common": {
      "noData": "No data",
      "requiredData": "Requires data",
      "score": "Score",
      "gap": "Gap"
    },
    "summaryTable": {
      "requirement": "Requirement",
      "description": "Description",
      "status": "Status",
      "score": "Score",
      "gap": "Gap",
      "legend": {
        "complies": "Complies: Requirement satisfied",
        "partial": "Partial: Requires improvements",
        "notComply": "Does Not Comply: Urgent action",
        "noData": "No Data: Fields not available in CSV"
      },
      "investment": {
        "nonComplianceCost": "Cost of non-compliance",
        "upTo100k": "Up to 100K",
        "potentialFines": "Potential fines/infraction",
        "recommendedInvestment": "Recommended investment",
        "basedOnOperation": "Based on your operation",
        "complianceRoi": "Compliance ROI",
        "avoidSanctions": "Avoid sanctions + improve CX"
      }
    },
    "dataMaturity": {
      "title": "Summary: Data Maturity for Compliance",
      "currentLevel": "Your current instrumentation level:",
      "availableData": "AVAILABLE DATA (3/10)",
      "estimableData": "ESTIMABLE DATA (2/10)",
      "unavailableData": "NOT AVAILABLE (5/10)",
      "items": {
        "coverage247": "24/7 temporal coverage",
        "geoDistribution": "Geographic distribution",
        "resolutionQuality": "Resolution quality proxy",
        "asa3min": "ASA <3min via abandonment proxy",
        "officialLanguages": "Co-official languages via country",
        "caseResolutionTime": "Case resolution time",
        "undueBilling": "Undue billing <5 days",
        "supervisorTransfer": "Transfer to supervisor",
        "incidentInfo": "Incident info <2h",
        "enacAudit": "ENAC audit",
        "externalContractRequired": "requires external contracting"
      },
      "investment": {
        "title": "SUGGESTED INVESTMENT FOR COMPLETE COMPLIANCE",
        "phase1": {
          "title": "Phase 1 - Instrumentation (Q1 2026)",
          "realAsaTracking": "• Real ASA tracking",
          "ticketingSystem": "• Ticketing/case system",
          "languageEnrichment": "• Language enrichment",
          "subtotal": "Subtotal:"
        },
        "phase2": {
          "title": "Phase 2 - Operations (Q2-Q3 2026)",
          "coverage247": "• 24/7 coverage (chatbot + on-call)",
          "aiCopilot": "• AI Copilot (reduce AHT)",
          "enacAuditor": "• ENAC auditor",
          "subtotalYear1": "Year 1 subtotal:"
        },
        "totals": {
          "totalInvestment": "Total Investment",
          "percentAnnualCost": "~5% annual cost",
          "riskAvoided": "Risk Avoided",
          "potentialSanctions": "potential sanctions",
          "complianceRoi": "Compliance ROI"
        }
      }
    }
  },
  "opportunityPrioritizer": {
    "title": "Prioritized Opportunities",
    "subtitle": "{{count}} initiatives ordered by savings potential and feasibility",
    "whereAreOpportunities": "Where are opportunities?",
    "totalSavingsIdentified": "Total Savings Identified",
    "annual": "annual",
    "quickWins": "Quick Wins (AUTOMATE)",
    "assistance": "Assistance (ASSIST)",
    "optimization": "Optimization (AUGMENT)",
    "inMonths": "in {{months}} months",
    "startHere": "START HERE",
    "priority1": "Priority #1",
    "annualSavings": "Annual Savings",
    "volume": "Volume",
    "timeline": "Timeline",
    "months": "months",
    "nextSteps": "Next Steps",
    "allOpportunities": "All Prioritized Opportunities",
    "savings": "Savings",
    "valueEffort": "Value / Effort",
    "value": "Value",
    "effort": "Effort",
    "viewMore": "View {{count}} more opportunities",
    "methodology": "Prioritization methodology:",
    "methodologyDescription": "Opportunities are ordered by TCO savings potential (volume × containment rate × CPI differential). AUTOMATE/ASSIST/AUGMENT tier classification is based on Agentic Readiness Score considering predictability (CV AHT), resolvability (FCR + Transfer), volume, data quality and process simplicity.",
    "tierLabels": {
      "automate": "Automate",
      "assist": "Assist",
      "augment": "Augment"
    },
    "timelines": {
      "automate": "3-6 months",
      "assist": "6-9 months",
      "augment": "9-12 months"
    }
  }
}