feat: translate AgenticReadinessTab and add translation infrastructure
Translate AgenticReadinessTab from Spanish to English with i18next support: - Replaced ~150 hardcoded Spanish strings with translation keys - Added comprehensive translation keys to en.json and es.json - Organized translations under agenticReadiness.* namespace - Includes: methodology, tier explanations, factor descriptions, UI labels Translation structure: - agenticReadiness.methodology: Index definition and categories - agenticReadiness.tiers: AUTOMATE, ASSIST, AUGMENT, HUMAN-ONLY - agenticReadiness.factors: Predictability, simplicity, volume, ROI - agenticReadiness.redFlags: CV, transfer, volume, data quality - agenticReadiness.table: Headers, filters, sorting - agenticReadiness.summary: Volume metrics and interpretations All UI strings now support EN/ES language switching. Frontend compiles successfully with no errors. https://claude.ai/code/session_01GNbnkFoESkRcnPr3bLCYDg
This commit is contained in:
Claude
@@ -20,6 +20,7 @@ import {
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formatNumber,
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formatPercent,
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} from '../../config/designSystem';
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import { useTranslation } from 'react-i18next';
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// ============================================
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// RED FLAGS CONFIGURATION AND DETECTION
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@@ -38,50 +39,51 @@ interface RedFlagConfig {
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description: string;
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}
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const RED_FLAG_CONFIGS: RedFlagConfig[] = [
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// Note: These configs will be translated in the component using t() function
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const getRedFlagConfigs = (t: any): RedFlagConfig[] => [
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{
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id: 'cv_high',
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label: 'Critical AHT CV',
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shortLabel: 'CV',
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label: t('agenticReadiness.redFlags.cvCritical'),
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shortLabel: t('agenticReadiness.redFlags.cvCriticalShort'),
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threshold: 120,
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operator: '>',
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getValue: (q) => q.cv_aht,
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format: (v) => `${v.toFixed(0)}%`,
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color: 'red',
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description: 'Extreme variability - unpredictable processes'
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description: t('agenticReadiness.redFlags.cvCriticalDesc')
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},
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{
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id: 'transfer_high',
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label: 'Excessive Transfer',
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shortLabel: 'Transfer',
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label: t('agenticReadiness.redFlags.transferExcessive'),
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shortLabel: t('agenticReadiness.redFlags.transferExcessiveShort'),
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threshold: 50,
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operator: '>',
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getValue: (q) => q.transfer_rate,
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format: (v) => `${v.toFixed(0)}%`,
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color: 'orange',
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description: 'High complexity - requires frequent escalation'
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description: t('agenticReadiness.redFlags.transferExcessiveDesc')
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},
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{
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id: 'volume_low',
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label: 'Insufficient Volume',
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shortLabel: 'Vol',
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label: t('agenticReadiness.redFlags.volumeInsufficient'),
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shortLabel: t('agenticReadiness.redFlags.volumeInsufficientShort'),
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threshold: 50,
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operator: '<',
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getValue: (q) => q.volume,
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format: (v) => v.toLocaleString(),
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color: 'slate',
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description: 'Negative ROI - volume doesn\'t justify investment'
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description: t('agenticReadiness.redFlags.volumeInsufficientDesc')
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},
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{
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id: 'valid_low',
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label: 'Low Data Quality',
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shortLabel: 'Valid',
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label: t('agenticReadiness.redFlags.dataQualityLow'),
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shortLabel: t('agenticReadiness.redFlags.dataQualityLowShort'),
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threshold: 30,
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operator: '<',
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getValue: (q) => q.volume > 0 ? (q.volumeValid / q.volume) * 100 : 0,
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format: (v) => `${v.toFixed(0)}%`,
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color: 'amber',
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description: 'Unreliable data - distorted metrics'
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description: t('agenticReadiness.redFlags.dataQualityLowDesc')
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}
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];
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@@ -91,10 +93,10 @@ interface DetectedRedFlag {
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value: number;
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}
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function detectRedFlags(queue: OriginalQueueMetrics): DetectedRedFlag[] {
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function detectRedFlags(queue: OriginalQueueMetrics, configs: RedFlagConfig[]): DetectedRedFlag[] {
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const flags: DetectedRedFlag[] = [];
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for (const config of RED_FLAG_CONFIGS) {
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for (const config of configs) {
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const value = config.getValue(queue);
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const hasFlag = config.operator === '>'
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? value > config.threshold
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@@ -109,13 +111,13 @@ function detectRedFlags(queue: OriginalQueueMetrics): DetectedRedFlag[] {
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}
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// v3.5: Individual Red Flag badge component
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function RedFlagBadge({ flag, size = 'sm' }: { flag: DetectedRedFlag; size?: 'sm' | 'md' }) {
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function RedFlagBadge({ flag, size = 'sm', t }: { flag: DetectedRedFlag; size?: 'sm' | 'md'; t: any }) {
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const sizeClasses = size === 'md' ? 'px-2 py-1 text-xs' : 'px-1.5 py-0.5 text-[10px]';
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return (
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<span
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className={`inline-flex items-center gap-1 ${sizeClasses} rounded bg-red-100 text-red-700 font-medium`}
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title={`${flag.config.label}: ${flag.config.format(flag.value)} (umbral: ${flag.config.operator}${flag.config.threshold})`}
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title={`${flag.config.label}: ${flag.config.format(flag.value)} ${t('agenticReadiness.redFlags.threshold', { operator: flag.config.operator, value: flag.config.threshold })}`}
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>
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<XCircle className="w-3 h-3" />
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{flag.config.shortLabel}: {flag.config.format(flag.value)}
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@@ -124,8 +126,8 @@ function RedFlagBadge({ flag, size = 'sm' }: { flag: DetectedRedFlag; size?: 'sm
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}
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// v3.5: Componente de lista de Red Flags de una cola
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function RedFlagsList({ queue, compact = false }: { queue: OriginalQueueMetrics; compact?: boolean }) {
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const flags = detectRedFlags(queue);
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function RedFlagsList({ queue, compact = false, configs, t }: { queue: OriginalQueueMetrics; compact?: boolean; configs: RedFlagConfig[]; t: any }) {
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const flags = detectRedFlags(queue, configs);
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if (flags.length === 0) return null;
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@@ -133,7 +135,7 @@ function RedFlagsList({ queue, compact = false }: { queue: OriginalQueueMetrics;
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return (
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<div className="flex flex-wrap gap-1">
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{flags.map(flag => (
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<RedFlagBadge key={flag.config.id} flag={flag} size="sm" />
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<RedFlagBadge key={flag.config.id} flag={flag} size="sm" t={t} />
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))}
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</div>
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);
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@@ -146,7 +148,7 @@ function RedFlagsList({ queue, compact = false }: { queue: OriginalQueueMetrics;
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<XCircle className="w-3 h-3 text-red-500 flex-shrink-0" />
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<span className="text-red-700 font-medium">{flag.config.label}:</span>
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<span className="text-red-600">{flag.config.format(flag.value)}</span>
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<span className="text-gray-400">(umbral: {flag.config.operator}{flag.config.threshold})</span>
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<span className="text-gray-400">({t('agenticReadiness.redFlags.threshold', { operator: flag.config.operator, value: flag.config.threshold })})</span>
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</div>
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))}
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</div>
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@@ -173,46 +175,46 @@ interface TierExplanation {
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recommendation: string;
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}
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const TIER_EXPLANATIONS: TierExplanation[] = [
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const getTierExplanations = (t: any): TierExplanation[] => [
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{
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tier: 'AUTOMATE',
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label: 'Automatizable',
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label: t('agenticReadiness.automatable'),
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emoji: '🤖',
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color: '#10b981',
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bgColor: '#d1fae5',
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description: 'Procesos maduros listos para automatización completa con agente virtual.',
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criteria: 'Score ≥7.5: CV AHT <75%, Transfer <15%, Volumen >500/mes',
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recommendation: 'Desplegar agente virtual con resolución autónoma'
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description: t('agenticReadiness.automatableDesc'),
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criteria: t('agenticReadiness.automatableCriteria'),
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recommendation: t('agenticReadiness.automatableAction')
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},
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{
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tier: 'ASSIST',
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label: 'Asistible',
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label: t('agenticReadiness.assistable'),
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emoji: '🤝',
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color: '#3b82f6',
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bgColor: '#dbeafe',
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description: 'Candidatos a Copilot: IA asiste al agente humano en tiempo real.',
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criteria: 'Score 5.5-7.5: Procesos semiestructurados con variabilidad moderada',
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recommendation: 'Implementar Copilot con sugerencias y búsqueda inteligente'
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description: t('agenticReadiness.assistableDesc'),
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criteria: t('agenticReadiness.assistableCriteria'),
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recommendation: t('agenticReadiness.assistableAction')
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},
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{
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tier: 'AUGMENT',
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label: 'Optimizable',
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label: t('agenticReadiness.optimizable'),
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emoji: '📚',
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color: '#f59e0b',
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bgColor: '#fef3c7',
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description: 'Requiere herramientas y estandarización antes de automatizar.',
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criteria: 'Score 3.5-5.5: Alta variabilidad o complejidad, necesita optimización',
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recommendation: 'Desplegar KB mejorada, scripts guiados, herramientas de soporte'
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description: t('agenticReadiness.optimizableDesc'),
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criteria: t('agenticReadiness.optimizableCriteria'),
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recommendation: t('agenticReadiness.optimizableAction')
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},
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{
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tier: 'HUMAN-ONLY',
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label: 'Solo Humano',
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label: t('agenticReadiness.humanOnly'),
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emoji: '👤',
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color: '#6b7280',
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bgColor: '#f3f4f6',
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description: 'No apto para automatización: volumen insuficiente o complejidad extrema.',
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criteria: 'Score <3.5 o Red Flags: CV >120%, Transfer >50%, Vol <50',
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recommendation: 'Mantener gestión humana, evaluar periódicamente'
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description: t('agenticReadiness.humanOnlyDesc'),
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criteria: t('agenticReadiness.humanOnlyCriteria'),
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recommendation: t('agenticReadiness.humanOnlyAction')
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}
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];
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@@ -532,7 +532,254 @@
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"hideDetail": "Hide detail",
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"viewDetail": "View detail",
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"collapseAll": "Collapse all",
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"expandAll": "Expand all"
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"expandAll": "Expand all",
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"tierLabels": {
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"automate": "Automate",
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"assist": "Assist",
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"augment": "Optimize",
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"human": "Human"
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},
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"payback": {
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"seeWave34": "See Wave 3-4",
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"notRecoverable": "Not recoverable",
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"immediate": "Immediate",
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"recoversWithAutomation": "This investment is recovered with automation waves (W3-W4). Payback is calculated on the complete roadmap, not on enabling waves in isolation.",
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"savingsDoNotCoverRecurring": "Annual savings do not cover recurring costs.",
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"moderateRecoveryPeriod": "Moderate recovery period.",
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"longRecoveryPeriod": "Long recovery period. Consider less ambitious scenario."
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},
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"waves": {
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"wave1Name": "Wave 1",
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"wave1Title": "FOUNDATION",
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"wave1Quarter": "Q1-Q2 2026",
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"wave1Condition": "",
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"wave1Provider": "Beyond Consulting or specialized third party",
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"wave1RiskDescription": "Consulting with tangible deliverables. Does not require technology.",
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"wave2Name": "Wave 2",
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"wave2Title": "AUGMENT",
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"wave2Quarter": "Q3 2026",
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"wave2Condition": "Requires CV ≤75% post-Wave 1 in target queues",
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"wave2Provider": "BEYOND (KB + AI Scripts)",
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"wave2RiskDescription": "Support tools, low integration risk.",
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"wave3Name": "Wave 3",
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"wave3Title": "ASSIST",
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"wave3Quarter": "Q4 2026",
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"wave3Condition": "Requires Score ≥5.5 AND CV ≤90% AND Transfer ≤30%",
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"wave3Provider": "BEYOND (Copilot + AI Routing)",
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"wave3RiskDescription": "Integration with contact center platform. 4-week pilot mitigates.",
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"wave4Name": "Wave 4",
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"wave4Title": "AUTOMATE",
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"wave4Quarter": "Q1-Q2 2027",
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"wave4Condition": "Requires Score ≥7.5 AND CV ≤75% AND Transfer ≤20% AND FCR ≥50%",
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"wave4Provider": "BEYOND (Voicebot + IVR + Chatbot)",
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"wave4RiskDescription": "Very conditional. Requires demonstrated success in Waves 1-3."
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},
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"initiatives": {
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"wave1Init1": "Variability and red flags analysis",
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"wave1Init1Kpi": "Map causes of CV >75% and Transfer >20%",
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"wave1Init2": "Process redesign and documentation",
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"wave1Init2Kpi": "Standardized scripts for 80% of cases",
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"wave1Init3": "Agent training and certification",
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"wave1Init3Kpi": "90% agent certification, >85% adherence",
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"wave2Init1": "Contextual Knowledge Base",
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"wave2Init1Kpi": "Hold time -25%, KB usage +40%",
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"wave2Init2": "AI-powered dynamic scripts",
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"wave2Init2Kpi": "Script adherence +30%",
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"wave3Init1": "Agent Assist / AI Copilot",
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"wave3Init1Kpi": "AHT -30%, suggestions accepted >60%",
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"wave3Init2": "Partial automation (FAQs, routing)",
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"wave3Init2Kpi": "Deflection rate 15%",
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"wave4Init1": "Transactional Voicebot/Chatbot",
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"wave4Init1Kpi": "Containment 70%+, CSAT ≥4/5",
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"wave4Init2": "Intelligent IVR with NLU",
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"wave4Init2Kpi": "Pre-qualification 80%+, warm transfer"
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},
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"successCriteriaTemplates": {
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"wave1Criterion1": "CV AHT ≤75% in at least {{count}} high-volume queues",
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"wave1Criterion2": "Transfer ≤20% global",
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"wave1Criterion3": "Red flags eliminated in priority queues",
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"wave1Criterion4": "At least {{count}} queues migrate from Tier 4 → Tier 3",
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"wave2Criterion1": "Average score rises from 3.5-5.5 → ≥5.5",
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"wave2Criterion2": "AHT -15% vs baseline",
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"wave2Criterion3": "CV ≤90% in target queues",
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"wave2Criterion4": "{{count}} queues migrate from Tier 3 → Tier 2",
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"wave3Criterion1": "Average score rises from 5.5-7.5 → ≥7.5",
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"wave3Criterion2": "AHT -30% vs Wave 2 baseline",
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"wave3Criterion3": "CV ≤75% in target queues",
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"wave3Criterion4": "Transfer ≤20%",
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"wave3Criterion5": "{{count}} queues migrate from Tier 2 → Tier 1",
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"wave4Criterion1": "Containment ≥70% in automated queues",
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"wave4Criterion2": "CSAT maintains or improves (≥4/5)",
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"wave4Criterion3": "Escalation to human <30%",
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"wave4Criterion4": "Cumulative ROI >300%"
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},
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"scenarios": {
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"conservativeName": "Conservative",
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"conservativeDesc": "FOUNDATION + AUGMENT (Wave 1-2)",
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"moderateName": "Moderate",
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"moderateDesc": "FOUNDATION + AUGMENT + ASSIST (Wave 1-3)",
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"aggressiveName": "Aggressive",
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"aggressiveDesc": "Complete roadmap (Wave 1-4)",
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"recommended": "Recommended",
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"enablerRecommendation": "Recommended as ENABLER",
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"partialEnabler": "Partial enabler",
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"aspirational": "Aspirational",
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"notProfitable": "Not profitable with current volume",
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"scenariosTitle": "Investment Scenarios",
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"scenariosSubtitle": "Comparison of options according to commitment level",
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"scenariosTooltip": "ROI based on industry benchmarks. Adjusted ROI considers implementation risk factors.",
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"scenario": "Scenario",
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"investment": "Investment",
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"recurring": "Recurring",
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"savings": "Savings",
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"adjusted": "adjusted",
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"margin": "Margin",
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"payback": "Payback",
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"roi3y": "3y ROI",
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"risk": "Risk",
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"enabler": "Enabler",
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"prerequisite": "Prerequisite",
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"roiCalculatedOn": "ROI calculated on",
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"enablerLongDesc": "Enabling waves whose value lies in unlocking subsequent waves. Their payback is evaluated on the complete roadmap.",
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"paybackNote": "Payback: Implementation time + recovery time. Wave 1: 6m, W2: 3m, W3: 3m, W4: 6m. Savings begin at 50% of last wave.",
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"roiNote": "ROI: (3y Savings - 3y Total Cost) / 3y Total Cost × 100. Adjusted applies risk: W1-2: 75-90%, W3: 60%, W4: 50%.",
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"enablerNote": "Enabler: Waves that unlock ROI of subsequent waves. Their payback is evaluated with the complete roadmap.",
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"enablerValue": "Real value of this investment:",
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"enablerUnlocks": "Unlocks {{amount}}/year in {{waves}}. Without this foundation, subsequent waves are not viable."
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},
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"decisionGates": {
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"gate1Question": "CV ≤75% in 3+ queues?",
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"gate1Criteria": "Red flags eliminated, Tier 4→3",
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"gate1GoAction": "Start AUGMENT",
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"gate1NoGoAction": "Extend FOUNDATION",
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"gate2Question": "Score ≥5.5 in target?",
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"gate2Criteria": "CV ≤90%, Transfer ≤30%",
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"gate2GoAction": "Start ASSIST",
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"gate2NoGoAction": "Consolidate AUGMENT",
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"gate3Question": "Score ≥7.5 in 2+ queues?",
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"gate3Criteria": "CV ≤75%, FCR ≥50%",
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"gate3GoAction": "Launch AUTOMATE",
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"gate3NoGoAction": "Expand ASSIST",
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"goNoGo": "Go/No-Go",
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"criteria": "Criteria:",
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"go": "Go:",
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"no": "No:"
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},
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"timeline": {
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"title": "Transformation Roadmap 2026-2027",
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"subtitle": "Each wave depends on the success of the previous one. Decision points allow adjustment based on actual results.",
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"setup": "Setup:",
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"savings": "Savings:",
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"conditional": "Conditional",
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"low": "Low",
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"medium": "Medium",
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"high": "High",
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"legendConfirmed": "Confirmed wave",
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"legendConditional": "Conditional wave",
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"legendDecisionPoint": "Go/No-Go decision point",
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"legendRisk": "= Risk"
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},
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"comparison": {
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"investment": "Investment",
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"recurring": "Recurring",
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"savings": "Savings",
|
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"margin": "Margin",
|
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"payback": "Payback",
|
||||
"roi3y": "3y ROI",
|
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"risk": "Risk",
|
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"scenario": "Scenario",
|
||||
"recommendation": "Recommendation",
|
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"enabler": "Enabler",
|
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"recommended": "Recommended"
|
||||
},
|
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"entryCriteria": {
|
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"wave1TierFrom": "HUMAN-ONLY (4), AUGMENT (3)",
|
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"wave1ScoreRange": "<5.5",
|
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"wave1Metric1": "CV >75% or Transfer >20%",
|
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"wave1Metric2": "Active Red Flags",
|
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"wave1Metric3": "Undocumented processes",
|
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"wave2TierFrom": "AUGMENT (3)",
|
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"wave2ScoreRange": "3.5-5.5",
|
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"wave2Metric1": "CV ≤75%",
|
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"wave2Metric2": "Transfer ≤20%",
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"wave2Metric3": "No Red Flags",
|
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"wave3TierFrom": "ASSIST (2)",
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"wave3ScoreRange": "5.5-7.5",
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"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",
|
||||
"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"
|
||||
}
|
||||
},
|
||||
"opportunities": {
|
||||
"viewCriticalActions": "View Critical Actions",
|
||||
@@ -819,6 +1066,65 @@
|
||||
"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"
|
||||
},
|
||||
"modal": {
|
||||
"skillLabel": "Skill:",
|
||||
"transferRate": "Transfer Rate",
|
||||
"annualSavings": "Annual Savings"
|
||||
},
|
||||
"volumeLabels": {
|
||||
"queues": "queues",
|
||||
"int": "int"
|
||||
},
|
||||
"subFactors": {
|
||||
"repeatability": "Repeatability",
|
||||
"repeatabilityDisplayName": "Repeatability",
|
||||
|
||||
@@ -532,7 +532,254 @@
|
||||
"hideDetail": "Ocultar detalle",
|
||||
"viewDetail": "Ver detalle",
|
||||
"collapseAll": "Colapsar todas",
|
||||
"expandAll": "Expandir todas"
|
||||
"expandAll": "Expandir todas",
|
||||
"tierLabels": {
|
||||
"automate": "Automatizar",
|
||||
"assist": "Asistir",
|
||||
"augment": "Optimizar",
|
||||
"human": "Humano"
|
||||
},
|
||||
"payback": {
|
||||
"seeWave34": "Ver Wave 3-4",
|
||||
"notRecoverable": "No recuperable",
|
||||
"immediate": "Inmediato",
|
||||
"recoversWithAutomation": "Esta inversión se recupera con las waves de automatización (W3-W4). El payback se calcula sobre el roadmap completo, no sobre waves habilitadoras aisladas.",
|
||||
"savingsDoNotCoverRecurring": "El ahorro anual no supera los costes recurrentes.",
|
||||
"moderateRecoveryPeriod": "Periodo de recuperación moderado.",
|
||||
"longRecoveryPeriod": "Periodo de recuperación largo. Considerar escenario menos ambicioso."
|
||||
},
|
||||
"waves": {
|
||||
"wave1Name": "Wave 1",
|
||||
"wave1Title": "FOUNDATION",
|
||||
"wave1Quarter": "Q1-Q2 2026",
|
||||
"wave1Condition": "",
|
||||
"wave1Provider": "Beyond Consulting o tercero especializado",
|
||||
"wave1RiskDescription": "Consultoría con entregables tangibles. No requiere tecnología.",
|
||||
"wave2Name": "Wave 2",
|
||||
"wave2Title": "AUGMENT",
|
||||
"wave2Quarter": "Q3 2026",
|
||||
"wave2Condition": "Requiere CV ≤75% post-Wave 1 en colas target",
|
||||
"wave2Provider": "BEYOND (KB + Scripts IA)",
|
||||
"wave2RiskDescription": "Herramientas de soporte, bajo riesgo de integración.",
|
||||
"wave3Name": "Wave 3",
|
||||
"wave3Title": "ASSIST",
|
||||
"wave3Quarter": "Q4 2026",
|
||||
"wave3Condition": "Requiere Score ≥5.5 Y CV ≤90% Y Transfer ≤30%",
|
||||
"wave3Provider": "BEYOND (Copilot + Routing IA)",
|
||||
"wave3RiskDescription": "Integración con plataforma contact center. Piloto 4 semanas mitiga.",
|
||||
"wave4Name": "Wave 4",
|
||||
"wave4Title": "AUTOMATE",
|
||||
"wave4Quarter": "Q1-Q2 2027",
|
||||
"wave4Condition": "Requiere Score ≥7.5 Y CV ≤75% Y Transfer ≤20% Y FCR ≥50%",
|
||||
"wave4Provider": "BEYOND (Voicebot + IVR + Chatbot)",
|
||||
"wave4RiskDescription": "Muy condicional. Requiere éxito demostrado en Waves 1-3."
|
||||
},
|
||||
"initiatives": {
|
||||
"wave1Init1": "Análisis de variabilidad y red flags",
|
||||
"wave1Init1Kpi": "Mapear causas de CV >75% y Transfer >20%",
|
||||
"wave1Init2": "Rediseño y documentación de procesos",
|
||||
"wave1Init2Kpi": "Scripts estandarizados para 80% casuística",
|
||||
"wave1Init3": "Training y certificación de agentes",
|
||||
"wave1Init3Kpi": "Certificación 90% agentes, adherencia >85%",
|
||||
"wave2Init1": "Knowledge Base contextual",
|
||||
"wave2Init1Kpi": "Hold time -25%, uso KB +40%",
|
||||
"wave2Init2": "Scripts dinámicos con IA",
|
||||
"wave2Init2Kpi": "Adherencia scripts +30%",
|
||||
"wave3Init1": "Agent Assist / Copilot IA",
|
||||
"wave3Init1Kpi": "AHT -30%, sugerencias aceptadas >60%",
|
||||
"wave3Init2": "Automatización parcial (FAQs, routing)",
|
||||
"wave3Init2Kpi": "Deflection rate 15%",
|
||||
"wave4Init1": "Voicebot/Chatbot transaccional",
|
||||
"wave4Init1Kpi": "Contención 70%+, CSAT ≥4/5",
|
||||
"wave4Init2": "IVR inteligente con NLU",
|
||||
"wave4Init2Kpi": "Pre-calificación 80%+, transferencia warm"
|
||||
},
|
||||
"successCriteriaTemplates": {
|
||||
"wave1Criterion1": "CV AHT ≤75% en al menos {{count}} colas de alto volumen",
|
||||
"wave1Criterion2": "Transfer ≤20% global",
|
||||
"wave1Criterion3": "Red flags eliminados en colas prioritarias",
|
||||
"wave1Criterion4": "Al menos {{count}} colas migran de Tier 4 → Tier 3",
|
||||
"wave2Criterion1": "Score promedio sube de 3.5-5.5 → ≥5.5",
|
||||
"wave2Criterion2": "AHT -15% vs baseline",
|
||||
"wave2Criterion3": "CV ≤90% en colas target",
|
||||
"wave2Criterion4": "{{count}} colas migran de Tier 3 → Tier 2",
|
||||
"wave3Criterion1": "Score promedio sube de 5.5-7.5 → ≥7.5",
|
||||
"wave3Criterion2": "AHT -30% vs baseline Wave 2",
|
||||
"wave3Criterion3": "CV ≤75% en colas target",
|
||||
"wave3Criterion4": "Transfer ≤20%",
|
||||
"wave3Criterion5": "{{count}} colas migran de Tier 2 → Tier 1",
|
||||
"wave4Criterion1": "Contención ≥70% en colas automatizadas",
|
||||
"wave4Criterion2": "CSAT se mantiene o mejora (≥4/5)",
|
||||
"wave4Criterion3": "Escalado a humano <30%",
|
||||
"wave4Criterion4": "ROI acumulado >300%"
|
||||
},
|
||||
"scenarios": {
|
||||
"conservativeName": "Conservador",
|
||||
"conservativeDesc": "FOUNDATION + AUGMENT (Wave 1-2)",
|
||||
"moderateName": "Moderado",
|
||||
"moderateDesc": "FOUNDATION + AUGMENT + ASSIST (Wave 1-3)",
|
||||
"aggressiveName": "Agresivo",
|
||||
"aggressiveDesc": "Roadmap completo (Wave 1-4)",
|
||||
"recommended": "Recomendado",
|
||||
"enablerRecommendation": "Recomendado como HABILITADOR",
|
||||
"partialEnabler": "Habilitador parcial",
|
||||
"aspirational": "Aspiracional",
|
||||
"notProfitable": "No rentable con el volumen actual",
|
||||
"scenariosTitle": "Escenarios de Inversión",
|
||||
"scenariosSubtitle": "Comparación de opciones según nivel de compromiso",
|
||||
"scenariosTooltip": "ROI basado en benchmarks de industria. El ROI ajustado considera factores de riesgo de implementación.",
|
||||
"scenario": "Escenario",
|
||||
"investment": "Inversión",
|
||||
"recurring": "Recurrente",
|
||||
"savings": "Ahorro",
|
||||
"adjusted": "ajust.",
|
||||
"margin": "Margen",
|
||||
"payback": "Payback",
|
||||
"roi3y": "ROI 3a",
|
||||
"risk": "Riesgo",
|
||||
"enabler": "Habilitador",
|
||||
"prerequisite": "Prerrequisito",
|
||||
"roiCalculatedOn": "El ROI se calcula sobre el roadmap completo",
|
||||
"enablerLongDesc": "Waves habilitadoras - su valor está en desbloquear waves posteriores. Su payback se evalúa con el roadmap completo.",
|
||||
"paybackNote": "Payback: Tiempo implementación + tiempo recuperación. Wave 1: 6m, W2: 3m, W3: 3m, W4: 6m. Ahorro comienza al 50% de última wave.",
|
||||
"roiNote": "ROI: (Ahorro 3a - Coste Total 3a) / Coste Total 3a × 100. Ajustado aplica riesgo: W1-2: 75-90%, W3: 60%, W4: 50%.",
|
||||
"enablerNote": "💡 Habilitador: Waves que desbloquean ROI de waves posteriores. Su payback se evalúa con el roadmap completo.",
|
||||
"enablerValue": "💡 Valor real de esta inversión:",
|
||||
"enablerUnlocks": "Desbloquea {{amount}}/año en {{waves}}. Sin esta base, las waves posteriores no son viables."
|
||||
},
|
||||
"decisionGates": {
|
||||
"gate1Question": "¿CV ≤75% en 3+ colas?",
|
||||
"gate1Criteria": "Red flags eliminados, Tier 4→3",
|
||||
"gate1GoAction": "Iniciar AUGMENT",
|
||||
"gate1NoGoAction": "Extender FOUNDATION",
|
||||
"gate2Question": "¿Score ≥5.5 en target?",
|
||||
"gate2Criteria": "CV ≤90%, Transfer ≤30%",
|
||||
"gate2GoAction": "Iniciar ASSIST",
|
||||
"gate2NoGoAction": "Consolidar AUGMENT",
|
||||
"gate3Question": "¿Score ≥7.5 en 2+ colas?",
|
||||
"gate3Criteria": "CV ≤75%, FCR ≥50%",
|
||||
"gate3GoAction": "Lanzar AUTOMATE",
|
||||
"gate3NoGoAction": "Expandir ASSIST",
|
||||
"goNoGo": "Go/No-Go",
|
||||
"criteria": "Criterio:",
|
||||
"go": "✓ Go:",
|
||||
"no": "✗ No:"
|
||||
},
|
||||
"timeline": {
|
||||
"title": "Roadmap de Transformación 2026-2027",
|
||||
"subtitle": "Cada wave depende del éxito de la anterior. Los puntos de decisión permiten ajustar según resultados reales.",
|
||||
"setup": "Setup:",
|
||||
"savings": "Ahorro:",
|
||||
"conditional": "Condicional",
|
||||
"low": "● Bajo",
|
||||
"medium": "● Medio",
|
||||
"high": "● Alto",
|
||||
"legendConfirmed": "Wave confirmada",
|
||||
"legendConditional": "Wave condicional",
|
||||
"legendDecisionPoint": "Punto de decisión Go/No-Go",
|
||||
"legendRisk": "= Riesgo"
|
||||
},
|
||||
"comparison": {
|
||||
"investment": "Inversión",
|
||||
"recurring": "Recurrente",
|
||||
"savings": "Ahorro",
|
||||
"margin": "Margen",
|
||||
"payback": "Payback",
|
||||
"roi3y": "ROI 3a",
|
||||
"risk": "Riesgo",
|
||||
"scenario": "Escenario",
|
||||
"recommendation": "Recomendación",
|
||||
"enabler": "Habilitador",
|
||||
"recommended": "Recomendado"
|
||||
},
|
||||
"entryCriteria": {
|
||||
"wave1TierFrom": "HUMAN-ONLY (4), AUGMENT (3)",
|
||||
"wave1ScoreRange": "<5.5",
|
||||
"wave1Metric1": "CV >75% o Transfer >20%",
|
||||
"wave1Metric2": "Red Flags activos",
|
||||
"wave1Metric3": "Procesos no documentados",
|
||||
"wave2TierFrom": "AUGMENT (3)",
|
||||
"wave2ScoreRange": "3.5-5.5",
|
||||
"wave2Metric1": "CV ≤75%",
|
||||
"wave2Metric2": "Transfer ≤20%",
|
||||
"wave2Metric3": "Sin Red Flags",
|
||||
"wave3TierFrom": "ASSIST (2)",
|
||||
"wave3ScoreRange": "5.5-7.5",
|
||||
"wave3Metric1": "CV ≤90%",
|
||||
"wave3Metric2": "Transfer ≤30%",
|
||||
"wave3Metric3": "AHT estable",
|
||||
"wave4TierFrom": "AUTOMATE (1)",
|
||||
"wave4ScoreRange": "≥7.5",
|
||||
"wave4Metric1": "CV ≤75%",
|
||||
"wave4Metric2": "Transfer ≤20%",
|
||||
"wave4Metric3": "FCR ≥50%",
|
||||
"wave4Metric4": "Sin Red Flags"
|
||||
},
|
||||
"exitCriteria": {
|
||||
"wave1TierTo": "AUGMENT (3) mínimo",
|
||||
"wave1ScoreTarget": "≥3.5",
|
||||
"wave1Kpi1": "CV ≤75%",
|
||||
"wave1Kpi2": "Transfer ≤20%",
|
||||
"wave1Kpi3": "Red flags eliminados",
|
||||
"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": "AUTOMATIZADO",
|
||||
"wave4ScoreTarget": "Contención ≥70%",
|
||||
"wave4Kpi1": "Bot resolution ≥70%",
|
||||
"wave4Kpi2": "CSAT ≥4/5",
|
||||
"wave4Kpi3": "Escalado <30%"
|
||||
},
|
||||
"recommendations": {
|
||||
"conservativeEnabler": "✅ Recomendado como HABILITADOR. Desbloquea {{amount}}/año en Wave 3-4. Objetivo: mover {{count}} colas de Tier 4→3.",
|
||||
"conservativeNormal": "✅ Recomendado. Validar modelo con riesgo bajo. Objetivo: mover {{count}} colas de Tier 4→3.",
|
||||
"moderateEnabler": "Habilitador parcial. Desbloquea {{amount}}/año en Wave 4. Decidir Go/No-Go en Q3 2026.",
|
||||
"moderateNormal": "Decidir Go/No-Go en Q3 2026 basado en resultados Wave 1-2. Requiere Score ≥5.5 en colas target.",
|
||||
"aggressivePositive": "⚠️ Aspiracional. Solo si Waves 1-3 exitosas y hay colas con Score ≥7.5. Decisión en Q1 2027.",
|
||||
"aggressiveNegative": "❌ No rentable con el volumen actual. Requiere escala significativamente mayor."
|
||||
},
|
||||
"table": {
|
||||
"topQueuesByVolumeImpact": "Top Colas por Volumen × Impacto",
|
||||
"queue": "Cola",
|
||||
"volPerMonth": "Vol/mes",
|
||||
"score": "Score",
|
||||
"tier": "Tier",
|
||||
"redFlags": "Red Flags",
|
||||
"potential": "Potencial",
|
||||
"redFlagsNote": "Red Flags: CV >120% (alta variabilidad) · Transfer >50% (proceso fragmentado) · Vol <50 (muestra pequeña) · Valid <30% (datos ruidosos)",
|
||||
"skills": "Skills",
|
||||
"financialMetrics": "Métricas Financieras",
|
||||
"setupLabel": "Setup",
|
||||
"recurringPerYear": "Recurrente/año",
|
||||
"savingsPerYear": "Ahorro/año",
|
||||
"marginPerYear": "Margen/año",
|
||||
"initiativesLabel": "Iniciativas:",
|
||||
"setup": "Setup:",
|
||||
"rec": "Rec:",
|
||||
"kpi": "KPI:",
|
||||
"successCriteriaLabel": "✅ Criterios de éxito:",
|
||||
"condition": "⚠️ Condición:",
|
||||
"provider": "Proveedor:"
|
||||
},
|
||||
"porQueNecesarioTemplates": {
|
||||
"wave1": "{{count}} de {{total}} colas están en Tier 3-4 ({{pct}}% del volumen). Red flags: CV >75%, Transfer >20%. Automatizar sin estandarizar = fracaso garantizado.",
|
||||
"wave2": "Implementar herramientas de soporte para colas Tier 3 (Score 3.5-5.5). Objetivo: elevar score a ≥5.5 para habilitar Wave 3. Foco en {{count}} colas con {{volume}} int/mes.",
|
||||
"wave3": "Copilot IA para agentes en colas Tier 2. Sugerencias en tiempo real, autocompletado, next-best-action. Objetivo: elevar score a ≥7.5 para Wave 4. Target: {{count}} colas con {{volume}} int/mes.",
|
||||
"wave4": "Automatización end-to-end para colas Tier 1. Voicebot/Chatbot transaccional con 70% contención. Solo viable con procesos maduros. Target actual: {{count}} colas con {{volume}} int/mes."
|
||||
},
|
||||
"fallbackSkills": {
|
||||
"wave1": "Colas que alcancen Score 3.5-5.5 post Wave 1",
|
||||
"wave2": "Colas que alcancen Score ≥5.5 post Wave 2",
|
||||
"wave3": "Colas que alcancen Score ≥7.5 post Wave 3"
|
||||
}
|
||||
},
|
||||
"opportunities": {
|
||||
"viewCriticalActions": "Ver Acciones Críticas",
|
||||
@@ -819,6 +1066,65 @@
|
||||
"resolution": "Resolutividad",
|
||||
"dataQuality": "Calidad Datos"
|
||||
},
|
||||
"factorConfigs": {
|
||||
"predictability": {
|
||||
"title": "Predictibilidad",
|
||||
"description": "Consistencia en tiempos de gestión",
|
||||
"methodology": "Score = 10 - (CV_AHT / 10). CV AHT < 30% → Score > 7",
|
||||
"benchmark": "CV AHT óptimo < 25%",
|
||||
"highImplication": "Tiempos consistentes, ideal para IA",
|
||||
"lowImplication": "Requiere estandarización"
|
||||
},
|
||||
"inverseComplexity": {
|
||||
"title": "Simplicidad",
|
||||
"description": "Bajo nivel de juicio humano requerido",
|
||||
"methodology": "Score = 10 - (Tasa_Transfer × 0.4). Transfer <10% → Score > 6",
|
||||
"benchmark": "Transferencias óptimas <10%",
|
||||
"highImplication": "Procesos simples, automatizables",
|
||||
"lowImplication": "Alta complejidad, requiere copilot"
|
||||
},
|
||||
"repeatability": {
|
||||
"title": "Volumen",
|
||||
"description": "Escala para justificar inversión",
|
||||
"methodology": "Score = log10(Volumen) normalizado. >5000 → 10, <100 → 2",
|
||||
"benchmark": "ROI positivo requiere >500/mes",
|
||||
"highImplication": "Alto volumen justifica inversión",
|
||||
"lowImplication": "Considerar soluciones compartidas"
|
||||
},
|
||||
"roiPotential": {
|
||||
"title": "ROI Potencial",
|
||||
"description": "Retorno económico esperado",
|
||||
"methodology": "Score basado en coste anual total. >€500K → 10",
|
||||
"benchmark": "ROI >150% a 12 meses",
|
||||
"highImplication": "Caso de negocio sólido",
|
||||
"lowImplication": "ROI marginal, evaluar otros beneficios"
|
||||
}
|
||||
},
|
||||
"scoreBreakdown": {
|
||||
"predictability": "Predictibilidad (30%)",
|
||||
"resolution": "Resolutividad (25%)",
|
||||
"volume": "Volumen (25%)",
|
||||
"dataQuality": "Calidad Datos (10%)",
|
||||
"simplicity": "Simplicidad (10%)"
|
||||
},
|
||||
"bubbleChart": {
|
||||
"quickWinsCount": "{{count}} colas · {{amount}}",
|
||||
"highPotentialCount": "{{count}} colas · {{amount}}",
|
||||
"developCount": "{{count}} colas · {{amount}}",
|
||||
"easyImplCount": "{{count}} · {{amount}}",
|
||||
"backlogCount": "{{count}} · {{amount}}",
|
||||
"total": "total",
|
||||
"noQueuesFilters": "No hay colas que cumplan los filtros seleccionados"
|
||||
},
|
||||
"modal": {
|
||||
"skillLabel": "Skill:",
|
||||
"transferRate": "Transfer Rate",
|
||||
"annualSavings": "Ahorro Anual"
|
||||
},
|
||||
"volumeLabels": {
|
||||
"queues": "colas",
|
||||
"int": "int"
|
||||
},
|
||||
"subFactors": {
|
||||
"repeatability": "Repetitividad",
|
||||
"repeatabilityDisplayName": "Repetitividad",
|
||||
|
||||
Reference in New Issue
Block a user