diff --git a/frontend/locales/en.json b/frontend/locales/en.json index 0575ff0..80789c6 100644 --- a/frontend/locales/en.json +++ b/frontend/locales/en.json @@ -17,7 +17,18 @@ "search": "Search", "filter": "Filter", "export": "Export", - "import": "Import" + "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", @@ -57,7 +68,8 @@ "highConfidence": "Confidence: High", "mediumConfidence": "Confidence: Medium", "lowConfidence": "Confidence: Low", - "subtitle": "Use one of the following options to send us your data for analysis." + "subtitle": "Use one of the following options to send us your data for analysis.", + "period": "Period:" }, "stepper": { "step1": "Step 1", @@ -67,6 +79,21 @@ "uploadData": "Upload Data", "viewResults": "View Results" }, + "tierSelector": { + "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", @@ -109,7 +136,10 @@ "analyzing": "Analyzing...", "analysisComplete": "Analysis completed!", "dataLoadedFromCache": "Data loaded from cache!", - "reloadPage": "Reload Page" + "reloadPage": "Reload Page", + "backToForm": "Back to form", + "footer": "Beyond Diagnosis - Contact Center Analytics Platform", + "footerShort": "Beyond Diagnosis" }, "tabs": { "executive": "Summary", @@ -124,7 +154,8 @@ "effectiveness": "Effectiveness & Resolution", "complexity": "Complexity & Predictability", "economy": "Economy & Costs", - "agenticReadiness": "Agentic Readiness" + "agenticReadiness": "Agentic Readiness", + "satisfaction": "Satisfaction" }, "healthStatus": { "excellent": "EXCELLENT", @@ -132,17 +163,106 @@ "good": "GOOD", "goodDesc": "Above benchmarks, solid performance", "medium": "MEDIUM", - "mediumDesc": "Within expected range", + "mediumDesc": "Opportunity for improvement identified", "low": "LOW", "lowDesc": "Needs improvement, below benchmarks", "critical": "CRITICAL", - "criticalDesc": "Requires immediate intervention" + "criticalDesc": "Requires immediate action" }, "benchmark": { "title": "Industry Benchmark (P50)", - "aboveBenchmark": "Above benchmarks, solid performance", - "belowBenchmark": "Needs improvement, below benchmarks", - "withinRange": "Within expected range" + "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" + }, + "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." }, "roadmap": { "wave1": "Wave 1: AUTOMATE", @@ -152,9 +272,24 @@ "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" + "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" }, "opportunities": { "viewCriticalActions": "View Critical Actions", @@ -167,12 +302,98 @@ "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." + "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", + "cvCriticalDesc": "Extreme variability - unpredictable processes", + "transferExcessive": "Excessive Transfer", + "transferExcessiveDesc": "High complexity - requires frequent escalation", + "volumeInsufficient": "Insufficient Volume", + "volumeInsufficientDesc": "Negative ROI - volume doesn't justify investment", + "dataQualityLow": "Low Data Quality", + "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" + } }, "economicModel": { "title": "Economic Model", @@ -191,17 +412,140 @@ }, "errors": { "renderError": "Rendering Error", - "componentError": "This component encountered an error and could not render correctly.", + "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" + "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" + "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}}", + "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 =" + }, + "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" + }, + "skillMapping": { + "title": "Skills to Business Lines Mapping", + "simplificationApplied": "Simplification applied", + "reductionDesc": "Reduced complexity from 980 technical skills to {{count}} actionable Business Lines using fuzzy keyword logic.", + "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" + }, + "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" + } } } diff --git a/frontend/locales/es.json b/frontend/locales/es.json index 83db7c7..b802502 100644 --- a/frontend/locales/es.json +++ b/frontend/locales/es.json @@ -17,7 +17,18 @@ "search": "Buscar", "filter": "Filtrar", "export": "Exportar", - "import": "Importar" + "import": "Importar", + "selected": "Seleccionado", + "select": "Seleccionar", + "popular": "POPULAR", + "na": "N/A", + "optimal": "Óptimo", + "acceptable": "Aceptable", + "improvable": "Mejorable", + "critical": "Crítico", + "low": "Bajo", + "medium": "Medio", + "high": "Alto" }, "auth": { "login": "Iniciar sesión", @@ -57,7 +68,8 @@ "highConfidence": "Confianza: Alta", "mediumConfidence": "Confianza: Media", "lowConfidence": "Confianza: Baja", - "subtitle": "Usa una de las siguientes opciones para enviarnos tus datos para el análisis." + "subtitle": "Usa una de las siguientes opciones para enviarnos tus datos para el análisis.", + "period": "Periodo:" }, "stepper": { "step1": "Paso 1", @@ -67,6 +79,21 @@ "uploadData": "Subir Datos", "viewResults": "Ver Resultados" }, + "tierSelector": { + "hideComparison": "Ocultar Comparación", + "viewComparison": "Ver Comparación Detallada", + "comparison": "Comparación de Tiers", + "feature": "Característica", + "price": "Precio", + "deliveryTime": "Tiempo de Entrega", + "days7": "7 días", + "days10": "10 días", + "days14": "14 días", + "dimensions8": "Análisis de 8 Dimensiones", + "roadmap": "Roadmap Ejecutable", + "economicModel": "Modelo Económico ROI", + "presentation": "Sesión de Presentación" + }, "tiers": { "gold": { "name": "Análisis GOLD", @@ -109,7 +136,10 @@ "analyzing": "Analizando...", "analysisComplete": "¡Análisis completado!", "dataLoadedFromCache": "¡Datos cargados desde caché!", - "reloadPage": "Recargar Página" + "reloadPage": "Recargar Página", + "backToForm": "Volver al formulario", + "footer": "Beyond Diagnosis - Contact Center Analytics Platform", + "footerShort": "Beyond Diagnosis" }, "tabs": { "executive": "Resumen", @@ -124,7 +154,8 @@ "effectiveness": "Efectividad & Resolución", "complexity": "Complejidad & Predictibilidad", "economy": "Economía & Costes", - "agenticReadiness": "Agentic Readiness" + "agenticReadiness": "Agentic Readiness", + "satisfaction": "Satisfacción" }, "healthStatus": { "excellent": "EXCELENTE", @@ -132,17 +163,106 @@ "good": "BUENO", "goodDesc": "Por encima de benchmarks, desempeño sólido", "medium": "MEDIO", - "mediumDesc": "Dentro de rango esperado", + "mediumDesc": "Oportunidad de mejora identificada", "low": "BAJO", "lowDesc": "Requiere mejora, por debajo de benchmarks", "critical": "CRÍTICO", - "criticalDesc": "Necesita intervención inmediata" + "criticalDesc": "Requiere acción inmediata" }, "benchmark": { "title": "Benchmark Industria (P50)", - "aboveBenchmark": "Por encima de benchmarks, desempeño sólido", - "belowBenchmark": "Requiere mejora, por debajo de benchmarks", - "withinRange": "Dentro de rango esperado" + "aboveBenchmark": "↑ {{diff}} puntos por encima del promedio", + "atBenchmark": "= Alineado con promedio de industria", + "belowBenchmark": "↓ {{diff}} puntos por debajo del promedio", + "withinRange": "Dentro de rango esperado", + "source": "Fuente: {{source}}" + }, + "dimensionCard": { + "viewCriticalActions": "Ver Acciones Críticas", + "exploreImprovements": "Explorar Mejoras", + "inGoodState": "En buen estado" + }, + "executiveSummary": { + "title": "Principales Hallazgos", + "periodNotSpecified": "Periodo no especificado", + "period": "Periodo:", + "interactions": "int.", + "queues": "colas", + "businessLines": "LN", + "yourOperation": "Tu operación procesa {{total}} interacciones", + "withOpportunity": "con oportunidad de {{amount}} en optimización", + "efficiency": "Eficiencia:", + "resolution": "Resolución:", + "satisfaction": "Satisfacción:", + "indicators": "Indicadores vs Industria", + "healthScore": "Health Score", + "healthScoreFormula": "Score = FCR×35% + Accesibilidad×30% + CSAT Proxy×20% + Eficiencia×15%", + "healthScoreBenchmark": "Benchmarks: FCR P10=85%, Aband. P10=3%, AHT P10=240s", + "fcrTechnical": "FCR Técnico", + "accessibility": "Accesibilidad", + "csatProxy": "CSAT Proxy", + "efficiencyMetric": "Eficiencia", + "atP50": "En P50", + "lowP90": "Bajo P90", + "moderate": "Moderado", + "fast": "Rápido", + "inRange": "En rango", + "slow": "Lento", + "automationPotential": "Potencial de Automatización", + "automate": "AUTOMATE", + "assist": "ASSIST", + "augment": "AUGMENT", + "human": "HUMAN", + "autonomousBot": "Bot autónomo", + "botPlusAgent": "Bot + agente", + "assistedAgent": "Agente asistido", + "humanOnly": "Solo humano", + "fullAutomation": "Automatización completa", + "withAIAssistance": "Con asistencia IA", + "basedOnInteractions": "Basado en {{total}} interacciones analizadas", + "top3Opportunities": "Top 3 Oportunidades", + "economicImpact": "Impacto Económico", + "annualCost": "Coste Anual", + "potentialSavings": "Ahorro Potencial", + "roi3Years": "ROI 3 años", + "payback": "Payback", + "exploreDetailed": "Explorar análisis detallado", + "dimensionsTab": "Dimensiones", + "dimensionsDesc": "Eficiencia, resolución, satisfacción", + "agenticReadinessTab": "Agentic Readiness", + "agenticReadinessDesc": "Colas elegibles para automatización", + "actionPlan": "Plan de Acción", + "priority": "Prioridad", + "potentialPerYear": "Potencial: {{amount}}/año", + "roadmapImplementation": "Roadmap de implementación", + "highVariabilityQueues": "{{count}} colas con variabilidad crítica (CV >100%) representan {{pct}}% del volumen", + "highTransferQueues": "{{count}} colas con tasa de transferencia >25% - posible problema de routing o formación", + "lowFCRQueues": "{{count}} colas con FCR <50% - clientes requieren múltiples contactos", + "ahtAboveBenchmark": "AHT promedio de {{aht}}s supera el benchmark de industria (380s)", + "humanOnlyQueues": "{{count}} colas ({{pct}}% volumen) requieren intervención humana completa", + "automateReadyQueues": "{{count}} colas listas para automatización con potencial de ahorro significativo", + "surpasses90": "Superas al 90% del mercado", + "betterThan75": "Mejor que 3 de cada 4 empresas", + "alignedWithMedian": "En línea con la mediana del sector", + "belowAverage": "Por debajo de la media del mercado", + "criticalArea": "Área crítica de mejora" + }, + "industries": { + "airlines": "Aerolíneas", + "telco": "Telecomunicaciones", + "banking": "Banca & Finanzas", + "utilities": "Utilities & Energía", + "retail": "Retail & E-commerce", + "crossIndustry": "Cross-Industry" + }, + "dimensionAnalysis": { + "title": "Diagnóstico por Dimensión", + "dimensionsAnalyzed": "{{count}} dimensiones analizadas", + "noData": "({{count}} sin datos)", + "keyFinding": "Hallazgo Clave", + "keyFindings": "Hallazgos Clave", + "noDataAvailable": "Sin datos disponibles para esta dimensión.", + "withinAcceptable": "Métricas dentro de rangos aceptables. Sin hallazgos críticos." }, "roadmap": { "wave1": "Wave 1: AUTOMATE", @@ -152,13 +272,28 @@ "buildCapability": "Build Capability (6-12 meses)", "transform": "Transform (12-18 meses)", "automate": "Automatizar", + "assist": "Asistir", + "optimize": "Optimizar", + "human": "Humano", "duration3to6": "3-6 meses", "duration6to12": "6-12 meses", - "duration12to18": "12-18 meses" + "duration12to18": "12-18 meses", + "seeWave3": "Ver Wave 3-4", + "notRecoverable": "No recuperable", + "immediate": "Inmediato", + "months": "{{count}} meses", + "years": "{{count}} años", + "recommendation": "Nuestra Recomendación:", + "dualStrategy": "Estrategia Dual", + "dualStrategyDesc": "Ejecutar dos líneas de trabajo en paralelo para maximizar el impacto", + "foundationFirst": "Foundation First", + "foundationFirstDesc": "Preparar la operación antes de automatizar", + "standardization": "Estandarización", + "standardizationDesc": "Resolver problemas operativos críticos antes de invertir en IA" }, "opportunities": { "viewCriticalActions": "Ver Acciones Críticas", - "explorImprovements": "Explorar Mejoras", + "exploreImprovements": "Explorar Mejoras", "inGoodState": "En buen estado", "prioritize": "Priorizar", "optimize": "Optimizar", @@ -167,12 +302,98 @@ "agenticReadiness": { "score": "Agentic Readiness Score", "confidence": "Confianza", + "index": "Índice de Agentic Readiness", "readyForCopilot": "Listo para Copilot", "readyForCopilotDesc": "Procesos con predictibilidad y simplicidad suficientes para asistencia IA (sugerencias en tiempo real, autocompletado).", "optimizeFirst": "Optimizar primero", "optimizeFirstDesc": "Estandarizar procesos y reducir variabilidad antes de implementar asistencia IA.", "requiresHumanManagement": "Requiere gestión humana", - "requiresHumanManagementDesc": "Procesos complejos o variables que necesitan intervención humana antes de considerar automatización." + "requiresHumanManagementDesc": "Procesos complejos o variables que necesitan intervención humana antes de considerar automatización.", + "automatable": "Automatizable", + "automatableDesc": "Procesos maduros listos para automatización completa con agente virtual.", + "automatableCriteria": "Score ≥7.5: CV AHT <75%, Transfer <15%, Volumen >500/mes", + "automatableAction": "Desplegar agente virtual con resolución autónoma", + "assistable": "Asistible", + "assistableDesc": "Candidatos a Copilot: IA asiste al agente humano en tiempo real.", + "assistableCriteria": "Score 5.5-7.5: Procesos semiestructurados con variabilidad moderada", + "assistableAction": "Implementar Copilot con sugerencias y búsqueda inteligente", + "optimizable": "Optimizable", + "optimizableDesc": "Requiere herramientas y estandarización antes de automatizar.", + "optimizableCriteria": "Score 3.5-5.5: Alta variabilidad o complejidad, necesita optimización", + "optimizableAction": "Desplegar KB mejorada, scripts guiados, herramientas de soporte", + "humanOnly": "Solo Humano", + "humanOnlyDesc": "No apto para automatización: volumen insuficiente o complejidad extrema.", + "humanOnlyCriteria": "Score <3.5 o Red Flags: CV >120%, Transfer >50%, Vol <50", + "humanOnlyAction": "Mantener gestión humana, evaluar periódicamente", + "redFlags": { + "cvCritical": "CV AHT Crítico", + "cvCriticalDesc": "Variabilidad extrema - procesos impredecibles", + "transferExcessive": "Transfer Excesivo", + "transferExcessiveDesc": "Alta complejidad - requiere escalado frecuente", + "volumeInsufficient": "Volumen Insuficiente", + "volumeInsufficientDesc": "ROI negativo - volumen no justifica inversión", + "dataQualityLow": "Calidad Datos Baja", + "dataQualityLowDesc": "Datos poco fiables - métricas distorsionadas", + "threshold": "(umbral: {{operator}}{{value}})" + }, + "methodology": { + "title": "¿Qué es el Índice de Agentic Readiness?", + "subtitle": "Metodología de evaluación y guía de navegación de este análisis", + "definition": "Definición del Índice", + "definitionDesc": "El Índice de Agentic Readiness evalúa qué porcentaje del volumen de interacciones está preparado para ser gestionado por agentes virtuales o asistido por IA. Se calcula analizando cada cola individualmente según 5 factores clave:", + "factor1": "Predictibilidad", + "factor1Desc": "30% peso - CV AHT <75%", + "factor2": "Resolutividad", + "factor2Desc": "25% peso - FCR alto, Transfer bajo", + "factor3": "Volumen", + "factor3Desc": "25% peso - ROI positivo >500/mes", + "factor4": "Calidad Datos", + "factor4Desc": "10% peso - % registros válidos", + "factor5": "Simplicidad", + "factor5Desc": "10% peso - AHT bajo, proceso simple", + "categories": "Las 4 Categorías de Clasificación", + "categoriesDesc": "Cada cola se clasifica en uno de los siguientes tiers según su score compuesto:", + "content": "Contenido de este Análisis", + "contentDesc": "Este tab presenta el análisis de automatización en el siguiente orden:", + "globalVision": "Visión Global de Distribución", + "globalVisionDesc": "Porcentaje de volumen en cada categoría ({{pct}}% automatizable). Las 4 cajas muestran cómo se distribuyen las {{total}} interacciones.", + "priorityCandidates": "Candidatos Prioritarios", + "priorityCandidatesDesc": "Colas AUTOMATE y ASSIST ordenadas por potencial de ahorro. Quick wins con mayor ROI para priorizar en el roadmap.", + "queuesToOptimize": "Colas a Optimizar", + "queuesToOptimizeDesc": "Tier AUGMENT: requieren estandarización previa (reducir variabilidad, mejorar FCR, documentar procesos) antes de automatizar.", + "notAutomatable": "No Automatizables", + "notAutomatableDesc": "Tier HUMAN-ONLY: volumen insuficiente (ROI negativo), calidad de datos baja, variabilidad extrema, o complejidad que requiere juicio humano.", + "methodNote": "Nota metodológica: El índice se calcula por cola individual, no como promedio global. Esto permite identificar oportunidades específicas incluso cuando la media operativa sea baja. Los umbrales están calibrados según benchmarks de industria (COPC, Gartner).", + "factors5": "5 factores ponderados", + "categories4": "4 categorías de clasificación", + "clickToExpand": "Click para expandir metodología" + }, + "factors": { + "predictability": "Predictibilidad", + "predictabilityDesc": "Consistencia en tiempos de gestión", + "predictabilityFormula": "Score = 10 - (CV_AHT / 10). CV AHT < 30% → Score > 7", + "predictabilityBenchmark": "CV AHT óptimo < 25%", + "predictabilityGood": "Tiempos consistentes, ideal para IA", + "predictabilityBad": "Requiere estandarización", + "simplicity": "Simplicidad", + "simplicityDesc": "Bajo nivel de juicio humano requerido", + "simplicityFormula": "Score = 10 - (Tasa_Transfer × 0.4). Transfer <10% → Score > 6", + "simplicityBenchmark": "Transferencias óptimas <10%", + "simplicityGood": "Procesos simples, automatizables", + "simplicityBad": "Alta complejidad, requiere copilot", + "volume": "Volumen", + "volumeDesc": "Escala para justificar inversión" + }, + "queues": { + "automate": "Colas AUTOMATE", + "automateDesc": "Listas para automatización completa con agente virtual (Score ≥7.5)", + "assist": "Colas ASSIST", + "assistDesc": "Candidatas a Copilot - IA asiste al agente humano (Score 5.5-7.5)", + "augment": "Colas AUGMENT", + "augmentDesc": "Requieren optimización previa: estandarizar procesos, reducir variabilidad (Score 3.5-5.5)", + "humanOnly": "Colas HUMAN-ONLY", + "humanOnlyDesc": "No aptas para automatización: volumen insuficiente, datos de baja calidad o complejidad extrema" + } }, "economicModel": { "title": "Modelo Económico", @@ -191,17 +412,140 @@ }, "errors": { "renderError": "Error de Renderizado", - "componentError": "Este componente encontró un error y no pudo renderizarse correctamente.", + "componentError": "Este componente encontró un error y no pudo renderizarse correctamente. El resto del dashboard sigue funcionando normalmente.", "viewTechnicalDetails": "Ver detalles técnicos", "errorInComponent": "Error en {{componentName}}", "somethingWentWrong": "Algo salió mal", - "tryAgain": "Intentar de nuevo" + "tryAgain": "Intentar de nuevo", + "errorLabel": "Error:", + "stackLabel": "Stack:" }, "methodology": { "title": "Metodología", + "fullTitle": "Metodología de Transformación de Datos", "description": "Conoce cómo calculamos las métricas", "close": "Cerrar", "appliedBadge": "Metodología de Transformación de Datos aplicada", - "appliedBadgeShort": "Metodología" + "appliedBadgeShort": "Metodología", + "downloadProtocol": "Descargar Protocolo Completo (PDF)", + "certificate": "Beyond Diagnosis - Data Strategy Unit │ Certificado: {{date}}", + "dataProcessed": "Datos Procesados", + "recordsAnalyzed": "Registros analizados", + "monthsHistory": "Meses de histórico", + "sourceSystem": "Sistema origen", + "periodRange": "Periodo: {{period}}", + "pipeline": { + "title": "Pipeline de Transformación", + "description": "Arquitectura modular de 3 capas para garantizar trazabilidad y escalabilidad.", + "layer1": "Raw Data", + "layer1Desc": "Ingesta y Normalización", + "layer2": "Trusted Data", + "layer2Desc": "Higiene y Clasificación", + "layer3": "Business Insights", + "layer3Desc": "Enriquecimiento", + "layer4": "Dashboard", + "layer4Desc": "Visualización" + }, + "taxonomy": { + "title": "Taxonomía de Calidad de Datos", + "description": "En lugar de eliminar registros, aplicamos \"Soft Delete\" con etiquetado de calidad para permitir doble visión: financiera (todos los costes) y operativa (KPIs limpios).", + "state": "Estado", + "percentage": "%", + "definition": "Definición", + "costs": "Costes", + "aht": "AHT", + "valid": "VALID", + "validDef": "Duración 10s - 3h. Interacciones reales.", + "noise": "NOISE", + "noiseDef": "Duración <10s (no abandono). Ruido técnico.", + "zombie": "ZOMBIE", + "zombieDef": "Duración >3h. Error de sistema.", + "abandon": "ABANDON", + "abandonDef": "Desconexión externa + Talk ≤5s.", + "sumYes": "✓ Suma", + "sumNo": "✗ No", + "avgYes": "✓ Promedio", + "avgExclude": "✗ Excluye" + }, + "kpis": { + "title": "KPIs Redefinidos", + "description": "Hemos redefinido los KPIs para eliminar los \"puntos ciegos\" de las métricas tradicionales.", + "fcrTitle": "FCR Real vs FCR Técnico", + "fcrSubtitle": "El hallazgo más crítico del diagnóstico.", + "fcrTechnical": "FCR Técnico (sin transferencia):", + "fcrReal": "FCR Real (sin recontacto 7 días):", + "fcrGap": "~{{diff}}% de \"casos resueltos\" generan segunda llamada, disparando costes ocultos.", + "abandonTitle": "Tasa de Abandono Real", + "abandonFormula": "Fórmula: Desconexión Externa + Talk ≤5 segundos", + "abandonDesc": "El umbral de 5s captura al cliente que cuelga al escuchar la locución o en el timbre.", + "ahtTitle": "AHT Limpio", + "ahtDesc": "Excluye NOISE (<10s) y ZOMBIE (>3h) del promedio.", + "ahtNote": "El AHT sin filtrar estaba distorsionado por errores de sistema.", + "cpiTitle": "Coste por Interacción (CPI)", + "cpiDesc": "El CPI se calcula dividiendo el coste total entre el volumen de interacciones.", + "cpiFormulaTitle": "Fórmula de Cálculo", + "cpiLabel": "CPI", + "totalCost": "Coste Total", + "divide": "÷", + "totalVolume": "Volumen Total", + "cpiNote": "El coste total usa (AHT segundos ÷ 3600) × coste/hora × volumen ÷ productividad", + "howCalculate": "¿Cómo se calcula el Coste Total?", + "costEquals": "Coste =" + }, + "impact": { + "title": "Impacto de la Transformación", + "metric": "Métrica", + "traditional": "Visión Tradicional", + "beyond": "Visión Beyond", + "impact": "Impacto", + "fcr": "FCR", + "abandon": "Abandono", + "skills": "Skills", + "aht": "AHT", + "revealsDemand": "Revela demanda fallida oculta", + "detectsFrustration": "Detecta frustración cliente real", + "executiveVision": "Visión ejecutiva accionable", + "reflectsPerformance": "KPIs reflejan desempeño real" + }, + "skillMapping": { + "title": "Mapeo de Skills a Líneas de Negocio", + "simplificationApplied": "Simplificación aplicada", + "reductionDesc": "Se redujo la complejidad de 980 skills técnicos a {{count}} Líneas de Negocio accionables mediante lógica fuzzy de palabras clave.", + "businessLine": "Línea de Negocio", + "keywords": "Keywords Detectadas (Lógica Fuzzy)", + "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" + }, + "quality": { + "title": "Garantías de Calidad", + "traceability": "100% Trazabilidad", + "traceabilityDesc": "Todos los registros conservados (soft delete)", + "formulas": "Fórmulas Documentadas", + "formulasDesc": "Cada KPI tiene metodología auditable", + "reconciliation": "Reconciliación Financiera", + "reconciliationDesc": "Dataset original disponible para auditoría", + "replicable": "Metodología Replicable", + "replicableDesc": "Proceso reproducible para actualizaciones" + }, + "months": { + "january": "Enero", + "february": "Febrero", + "march": "Marzo", + "april": "Abril", + "may": "Mayo", + "june": "Junio", + "july": "Julio", + "august": "Agosto", + "september": "Septiembre", + "october": "Octubre", + "november": "Noviembre", + "december": "Diciembre" + } } }