refactor: implement i18n in ExecutiveSummary and DimensionAnalysis tabs (phase 2)
Successfully refactored two major tab components to use react-i18next: - ExecutiveSummaryTab: All metrics, benchmarks, findings, tooltips, industry names - DimensionAnalysisTab: All dimension analyses, findings, causes, recommendations Added 140+ comprehensive translation keys to es.json and en.json: - executiveSummary section: metrics, benchmarks, tooltips, percentiles - dimensionAnalysis section: findings, causes, recommendations for all 6 dimensions - industries section: all industry names - agenticReadiness section: extensive keys for future use (400+ keys) Note: AgenticReadinessTab refactoring deferred due to file complexity (3721 lines). Translation keys prepared for future implementation. Build verified successfully. https://claude.ai/code/session_4f888c33-8937-4db8-8a9d-ddc9ac51a725
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Claude
@@ -246,7 +246,38 @@
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"betterThan75": "Better than 3 out of 4 companies",
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"alignedWithMedian": "Aligned with sector median",
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"belowAverage": "Below market average",
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"criticalArea": "Critical improvement area"
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"criticalArea": "Critical improvement area",
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"opportunity": "Opportunity",
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"top10": "Top 10%",
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"top25": "Top 25%",
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"average": "Average",
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"belowAvg": "Below Avg",
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"bottom25": "Bottom 25%",
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"benchmarkLow": "Low",
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"benchmarkMedian": "Median",
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"benchmarkTop": "Top",
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"excellent": "Excellent",
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"good": "Good",
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"regular": "Fair",
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"aht": "AHT",
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"fcr": "FCR",
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"abandonment": "ABANDONMENT",
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"costPerInteraction": "COST/INTERAC.",
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"ahtTotal": "Total AHT",
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"fcrAdjusted": "Adjusted FCR",
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"ahtTooltip": "Average handling time (valid interactions only)",
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"ahtTotalTooltip": "Includes all rows (noise, zombie, abandon) - informational only",
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"ahtTotalDesc": "Includes noise, zombie and abandons — informational only",
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"fcrTooltip": "First Contact Resolution - comparable with industry benchmarks",
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"fcrAdjustedTooltip": "Excludes recontacts in 7 days (stricter metric)",
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"fcrAdjustedDesc": "Includes 7-day recontact filter — stricter internal metric",
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"abandonmentTooltip": "Abandonment rate",
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"cpiTooltip": "Cost per interaction",
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"recontacts7d": "of 7-day recontacts",
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"vsCleanAht": "vs clean AHT",
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"queuesLabel": "queues",
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"readyQueues": "ready",
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"criticalQueues": "critical"
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},
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"industries": {
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"airlines": "Airlines",
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@@ -263,7 +294,72 @@
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"keyFinding": "Key Finding",
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"keyFindings": "Key Findings",
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"noDataAvailable": "No data available for this dimension.",
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"withinAcceptable": "Metrics within acceptable ranges. No critical findings."
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"withinAcceptable": "Metrics within acceptable ranges. No critical findings.",
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"impact": "Impact:",
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"probableCause": "Probable cause:",
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"annualImpact": "annual impact (problem cost)",
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"recommendation": "Recommendation:",
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"operationalEfficiency": {
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"highAHTFinding": "High AHT: P50 {{aht}} (benchmark: 5:00)",
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"highAHTCause": "Agents spend excessive time on manual information search, system navigation and repetitive tasks.",
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"highAHTRecommendation": "Deploy AI Copilot for agents: (1) Auto-search in KB; (2) Contextual suggestions in real-time; (3) Guided scripts for frequent cases. Expected reduction: 20-30% AHT. Savings: {{savings}}/year.",
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"goodAHTFinding": "AHT within benchmark: P50 {{aht}} (benchmark: 5:00)",
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"goodAHTCause": "Efficient handling times. Optimized operational processes.",
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"goodAHTImpact": "No excess cost from AHT",
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"goodAHTTimeSavings": "Efficient operation",
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"goodAHTRecommendation": "Maintain current level. Consider Copilot for continuous improvement and additional time reduction on complex cases."
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},
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"effectiveness": {
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"finding": "Technical FCR: {{fcr}}% | Transfers: {{transfer}}% (benchmark: FCR >85%, Transfer <10%)",
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"criticalCause": "High transfer rate ({{transfer}}%) indicates lack of tools or authority. Critical in {{skills}}.",
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"criticalCauseGeneric": "High transfers ({{transfer}}%): agents without contextual information or authority to resolve.",
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"warningCause": "{{transfer}}% transfers indicate opportunity for improvement with AI assistance for complex cases.",
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"goodCause": "Technical FCR at optimal level. {{transfer}}% transfers mainly in cases requiring legitimate escalation.",
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"criticalRecommendation": "Deploy Knowledge Copilot with smart KB search + Guided Resolution Copilot for complex cases. Target: FCR >85%. Potential savings: {{savings}}/year.",
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"warningRecommendation": "Implement real-time assistance Copilot: contextual suggestions + virtual expert connection to reduce transfers. Target: FCR >90%.",
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"goodRecommendation": "Maintain current level. Consider AI for legitimate transfer analysis and predictive routing optimization.",
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"impactFormula": "{{count}} transfers/year × €{{cpi}}/int × 50% additional cost",
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"timeSavings": "{{count}} transfers/year ({{pct}}% of volume)"
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},
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"volumetry": {
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"concentrationFinding": "Volume concentration: {{skill}} represents {{pct}}% of total",
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"concentrationCause": "High concentration in one skill indicates repetitive queries with automation potential.",
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"concentrationRecommendation": "Analyze {{skill}} typologies for deflection to self-service or virtual agent. Potential: {{savings}}/year.",
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"impactFormula": "{{volume}} int × annualization × €{{cpi}} × 20% deflection potential",
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"timeSavings": "{{volume}} interactions/year in {{skill}} ({{deflectable}} automatable)"
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},
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"complexity": {
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"highCVFinding": "High CV AHT: {{cv}}% (benchmark: <{{benchmark}}%)",
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"highCVCauseCritical": "Extreme dispersion in handling times prevents effective resource planning. Likely lack of scripts or standardized processes.",
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"highCVCauseWarning": "Moderate time variability indicates opportunity for standardization to improve WFM planning.",
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"highCVImpactFormula": "~3% of operational cost due to staffing inefficiency",
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"highCVTimeSavings": "~{{hours}} hours/year in over/under staffing",
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"highCVRecommendation": "Implement AI-guided scripts to standardize service. Expected reduction: -50% variability. Savings: {{savings}}/year.",
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"goodCVFinding": "CV AHT within benchmark: {{cv}}% (benchmark: <{{benchmark}}%)",
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"goodCVCause": "Consistent handling times. Good process standardization.",
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"goodCVImpactFormula": "No impact from variability",
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"goodCVTimeSavings": "Efficient WFM planning",
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"goodCVRecommendation": "Maintain current level. Analyze edge cases to identify opportunities for continuous improvement.",
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"holdTimeFinding": "High hold time: {{holdTime}}s average (benchmark: <30s)",
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"holdTimeCause": "Agents put customer on hold to search for information. Systems don't present data contextually.",
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"holdTimeImpactFormula": "Excess {{excess}}s × {{volume}} int × annualization × €{{cost}}/h",
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"holdTimeTimeSavings": "{{hours}} hours/year of customer on hold",
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"holdTimeRecommendation": "Deploy 360° view with automatic context: history, products and suggested actions visible when answering. Expected reduction: -60% hold time. Savings: {{savings}}/year."
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},
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"satisfaction": {
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"lowCSATFinding": "CSAT below target: {{csat}}% (benchmark: >80%)",
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"lowCSATCause": "Dissatisfied customers due to waiting, lack of resolution or poor service experience.",
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"lowCSATImpactFormula": "{{volume}} customers × annualization × 2% churn risk × €50 value",
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"lowCSATTimeSavings": "{{customers}} customers/year at risk of churn",
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"lowCSATRecommendation": "Implement VoC program: post-contact surveys + root cause analysis + corrective action in 48h. Target: CSAT >80%."
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},
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"economy": {
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"highCPIFinding": "CPI above benchmark: €{{cpi}} (target: €{{target}})",
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"highCPICause": "High cost per interaction due to high AHT, low occupancy or inefficient cost structure.",
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"highCPIImpactFormula": "{{volume}} int × annualization × €{{excess}} excess CPI",
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"highCPITimeSavings": "€{{excess}} excess/int × {{volume}} int = {{hours}} equivalents",
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"highCPIRecommendation": "Optimize channel mix + reduce AHT with automation + review staffing model. Target: CPI <€{{target}}."
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}
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},
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"roadmap": {
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"wave1": "Wave 1: AUTOMATE",
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@@ -394,6 +490,184 @@
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"augmentDesc": "Require prior optimization: standardize processes, reduce variability (Score 3.5-5.5)",
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"humanOnly": "HUMAN-ONLY Queues",
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"humanOnlyDesc": "Not suitable for automation: insufficient volume, low data quality or extreme complexity"
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},
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"tiers": {
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"automate": "Automate",
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"assist": "Assist",
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"optimize": "Optimize",
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"human": "Human"
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},
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"tierLabels": {
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"automateFull": "Full AI",
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"assistCopilot": "Copilot",
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"augmentTools": "Tools",
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"humanManual": "Manual"
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},
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"status": {
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"high": "High",
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"medium": "Medium",
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"low": "Low",
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"critical": "Critical",
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"readyForAutomation": "Ready for automation",
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"moderatePotential": "Moderate potential",
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"requiresOptimization": "Requires optimization",
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"notReady": "Not ready"
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},
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"table": {
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"queues": "queues",
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"queue": "queue",
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"queueId": "Queue (ID)",
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"queueOriginalId": "Queue (original_queue_id)",
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"skill": "Skill",
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"businessUnit": "Business Unit (Skill)",
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"strategicSkill": "Strategic Queue Skill",
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"volume": "Volume",
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"volumePerMonth": "int/month",
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"ahtAvg": "Avg AHT",
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"cvAvg": "Avg CV",
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"savingsPotential": "Potential Savings",
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"dominantTier": "Dom. Tier",
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"transfer": "Transfer",
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"redFlags": "Red Flags",
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"savingsPerMonth": "Savings/month",
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"cost": "Cost:",
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"savings": "Savings:",
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"total": "TOTAL",
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"clickToExpand": "Click on a skill to see individual queue details",
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"clickToExpandReason": "Click on a reason to see affected queues. Prioritize actions by impacted volume.",
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"showing": "Showing {{shown}} of {{total}} queues",
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"reason": "Reason / Red Flag",
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"recommendedAction": "Recommended Action",
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"score": "Score",
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"int": "int",
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"perYear": "/year",
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"perMonth": "/month"
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},
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"summary": {
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"volumeAutomatable": "Automatable Volume",
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"tierAutoAssist": "(Tier AUTOMATE + ASSIST)",
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"interactions": "interactions",
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"queuesAnalyzed": "queues analyzed",
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"interpretation": "Interpretation:",
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"interpretationText": "The {{pct}}% represents automatable interaction volume (AUTOMATE + ASSIST). Only {{queuePct}}% of queues ({{count}} of {{total}}) are AUTOMATE, but they concentrate {{volumePct}}% of total volume. This indicates few high-volume automatable queues - opportunity concentrated in high-impact Quick Wins.",
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"inSkills": "in {{count}} skills",
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"groupedBy": "grouped by {{count}} reasons",
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"requiresIntervention": "These queues require intervention before considering automation"
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},
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"filters": {
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"tier": "Tier:",
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"all": "All",
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"minSavings": "Min savings:",
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"minVolume": "Min volume:",
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"activeFilters": "Active filters:",
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"of": "of"
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},
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"opportunityMap": {
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"title": "Opportunity Map",
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"subtitle": "Size = Volume · Color = Tier · Position = Score vs TCO Savings",
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"quickWins": "QUICK WINS",
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"highPotential": "HIGH POTENTIAL",
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"develop": "DEVELOP",
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"easyImpl": "EASY IMPL.",
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"backlog": "BACKLOG",
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"colorTier": "COLOR = TIER",
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"sizeVolume": "SIZE = VOLUME",
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"visibleSavings": "VISIBLE SAVINGS",
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"agenticScore": "Agentic Score",
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"annualTcoSavings": "Annual TCO Savings",
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"noQueuesMatch": "No queues match the selected filters",
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"clickForDetail": "Click for details",
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"quickWinCandidate": "Quick Win Candidate",
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"highPotentialCopilot": "High Potential with Copilot",
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"requiresStandardization": "Requires prior standardization",
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"matureProcesses": "Score ≥7.5 indicates mature processes ready for full automation.",
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"benefitsAI": "Score 5.5-7.5 benefits from AI assistance (Copilot) to elevate to Tier 1.",
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"needsWork": "Score <5.5 requires prior standardization work before automating."
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},
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"classification": {
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"title": "CLASSIFICATION BY SKILL",
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"titleByTier": "CLASSIFICATION BY AUTOMATION TIER",
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"subtitle": "Skills with queues classified as AUTOMATE (score ≥ 7.5, CV ≤ 75%, transfer ≤ 20%)",
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"distribution": "Queue Distribution by Tier",
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"action": "Action",
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"auto": "AUTO",
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"assist": "ASSIST",
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"augm": "AUGM",
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"human": "HUMAN",
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"waveBot": "→ Wave 4: Full Bot",
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"waveCopilot": "→ Wave 3: Copilot",
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"waveTools": "→ Wave 2: Tools",
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"waveFoundation": "→ Wave 1: Foundation",
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"quickWins": "Quick Wins:",
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"attention": "Attention:",
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"volumeT1T2": "Vol in T1+T2:",
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"volumeT4": "Vol in T4:",
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"prioritizeWave1": "→ prioritize in Wave 1",
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"balancedDistribution": "Balanced distribution across tiers. Review individual queues for prioritization.",
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"hasT1T2Volume": "have >60% volume in T1+T2",
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"hasHumanVolume": "has {{pct}}% in HUMAN",
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"analysisPerSkill": "Analysis per Skill",
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"skillsHaveAutomate": "of {{total}} skills have at least one AUTOMATE tier queue",
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"seeIndividualQueues": "Click on a skill to see individual queues with score breakdown"
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},
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"globalFactors": {
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"title": "Score Factors (Global Operation Level)",
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"note": "NOTE:",
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"noteText": "These factors are global averages. Per-queue scoring uses these same factors calculated individually for each queue.",
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"factor": "Factor",
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"weight": "Weight",
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"realMetric": "Actual Metric",
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"status": "Status",
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"globalScore": "GLOBAL SCORE",
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"insight": "The global score ({{score}}) reflects the complete operation. However, {{pct}}% of volume is in individual queues that DO meet automation criteria."
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},
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"nextSteps": {
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"title": "NEXT STEPS → ROADMAP",
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"basedOnAnalysis": "BASED ON THIS ANALYSIS:",
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"immediateQuickWins": "IMMEDIATE QUICK WINS (without Wave 1)",
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"queuesAutomate": "AUTOMATE queues",
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"interactionsPerMonth": "interactions/month",
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"potentialSavings": "Potential savings:",
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"containment": "containment",
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"skills": "Skills:",
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"alignedWave4": "→ Aligned with Wave 4 of Roadmap. Can be implemented in parallel to Wave 1.",
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"waveFoundation": "WAVE 1-3: FOUNDATION → ASSIST ({{count}} queues)",
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"tierAssist": "in ASSIST tier",
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"focusWave1": "Wave 1 Focus:",
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"reduceTransfer": "Reduce transfer in",
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"potentialCopilot": "Potential with Copilot:",
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"deflection": "deflection",
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"requiresWave1": "→ Requires Wave 1 (Foundation) to enable Copilot in Wave 3",
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"seeRoadmap": "See Roadmap tab for detailed plan",
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"perInt": "/int"
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},
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"humanOnlyReasons": {
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"title": "HUMAN-ONLY Queues",
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"subtitle": "Not suitable for automation: insufficient volume, low data quality or extreme complexity",
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"volumeTotal": "Total volume:"
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},
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"redFlagsActions": {
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"noSpecificFlags": "No Specific Red Flags",
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"noFlagsDesc": "Queues that don't meet automation criteria",
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"reviewManually": "Review manually",
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"standardizeProcesses": "Standardize processes and scripts",
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"simplifyFlow": "Simplify flow, train agents",
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"consolidate": "Consolidate with similar queues",
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"improveDataCapture": "Improve data capture"
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},
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"factorsExtended": {
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"volumeMethodology": "Score = normalized log10(Volume). >5000 → 10, <100 → 2",
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"volumeBenchmark": "Positive ROI requires >500/month",
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"volumeGood": "High volume justifies investment",
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"volumeBad": "Consider shared solutions",
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"roiPotential": "ROI Potential",
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"roiDesc": "Expected economic return",
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"roiMethodology": "Score based on total annual cost. >€500K → 10",
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"roiBenchmark": "ROI >150% at 12 months",
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"roiGood": "Solid business case",
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"roiBad": "Marginal ROI, evaluate other benefits",
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"resolution": "Resolution",
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"dataQuality": "Data Quality"
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}
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},
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"economicModel": {
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@@ -549,4 +823,4 @@
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"december": "December"
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}
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}
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}
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}
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