fix: Corregir cálculo de transfer_rate en métricas

- transfer_rate ahora muestra el % real de transferencias
- FCR = 100 - transfer_rate (resolución en primer contacto)
- Antes ambos mostraban el mismo valor (FCR)

Co-Authored-By: Claude Opus 4.5 <noreply@anthropic.com>

frontend/utils/analysisGenerator.ts

@@ -617,7 +617,7 @@ const generateHeatmapData = (
                 aht: isNaN(aht_mean) ? 0 : Math.max(0, Math.min(100, Math.round(100 - ((aht_mean - 240) / 310) * 100))),
                 csat: isNaN(avgCsat) ? 0 : Math.max(0, Math.min(100, Math.round(avgCsat))),
                 hold_time: isNaN(avg_hold_time) ? 0 : Math.max(0, Math.min(100, Math.round(100 - (avg_hold_time / 120) * 100))),
-                transfer_rate: isNaN(transfer_rate) ? 0 : Math.max(0, Math.min(100, Math.round(100 - (transfer_rate * 100))))
+                transfer_rate: isNaN(transfer_rate) ? 0 : Math.max(0, Math.min(100, Math.round(transfer_rate * 100)))
             },
             annual_cost,
             variability: {

frontend/utils/backendMapper.ts

@@ -1008,11 +1008,12 @@ export function buildHeatmapFromBackend(
         )
       : 0;
 
+    // Transfer rate es el % real de transferencias (NO el complemento)
     const transferMetric = Math.max(
       0,
       Math.min(
         100,
-        Math.round(100 - transfer_rate)
+        Math.round(transfer_rate)
       )
     );
 

frontend/utils/realDataAnalysis.ts

@@ -224,12 +224,14 @@ function generateHeatmapFromMetrics(
       : 'medium' as CustomerSegment;
     
     // Scores de performance (normalizados 0-100)
+    // FCR = 100 - transfer_rate (si no hay transferencia, hay resolución en primer contacto)
     const fcr_score = Math.round(100 - m.transfer_rate);
     const aht_score = Math.round(Math.max(0, Math.min(100, 100 - ((m.aht_mean - 240) / 310) * 100)));
     const csat_score = avgCsat;
     const hold_time_score = Math.round(Math.max(0, Math.min(100, 100 - (m.hold_time_mean / 60) * 10)));
-    const transfer_rate_score = Math.round(100 - m.transfer_rate);
-    
+    // Transfer rate es el % real de transferencias (NO el complemento)
+    const actual_transfer_rate = Math.round(m.transfer_rate);
+
     return {
       skill: m.skill,
       volume: m.volume,
@@ -239,7 +241,7 @@ function generateHeatmapFromMetrics(
         aht: aht_score,
         csat: csat_score,
         hold_time: hold_time_score,
-        transfer_rate: transfer_rate_score
+        transfer_rate: actual_transfer_rate
       },
       automation_readiness: Math.round(agentic_readiness * 10),
       variability: {