Update backend/beyond_api/security.py

Changed CPI_TCO from €2.33 to €3.50 to match the airlines p50 benchmark
used in the rest of the dashboard. This ensures consistent impact
calculations.

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

CLAUDE.md

@@ -0,0 +1,103 @@
+# CLAUDE.md - Beyond CX Analytics
+
+## Project Overview
+
+Beyond CX Analytics is a Contact Center Analytics Platform that analyzes operational data and provides AI-assisted insights. The application processes CSV data from contact centers to generate volumetry analysis, performance metrics, CSAT scores, economic models, and automation readiness scoring.
+
+## Tech Stack
+
+**Frontend:** React 19 + TypeScript + Vite
+**Backend:** Python 3.11 + FastAPI
+**Infrastructure:** Docker Compose + Nginx
+**Charts:** Recharts
+**UI Components:** Radix UI + Lucide React
+**Data Processing:** Pandas, NumPy
+**AI Integration:** OpenAI API
+
+## Project Structure
+
+```
+BeyondCXAnalytics_AE/
+├── backend/
+│   ├── beyond_api/        # FastAPI REST API
+│   ├── beyond_metrics/    # Core metrics calculation library
+│   ├── beyond_flows/      # AI agents and scoring engines
+│   └── tests/             # pytest test suite
+├── frontend/
+│   ├── components/        # React components
+│   ├── utils/             # Utility functions and API client
+│   └── styles/            # CSS and color definitions
+├── nginx/                 # Reverse proxy configuration
+└── docker-compose.yml     # Service orchestration
+```
+
+## Common Commands
+
+### Frontend
+```bash
+cd frontend
+npm install              # Install dependencies
+npm run dev              # Start dev server (port 3000)
+npm run build            # Production build
+npm run preview          # Preview production build
+```
+
+### Backend
+```bash
+cd backend
+pip install .            # Install from pyproject.toml
+python -m pytest tests/  # Run tests
+uvicorn beyond_api.main:app --reload  # Start dev server
+```
+
+### Docker
+```bash
+docker compose build     # Build all services
+docker compose up -d     # Start all services
+docker compose down      # Stop all services
+docker compose logs -f   # Stream logs
+```
+
+### Deployment
+```bash
+./deploy.sh              # Redeploy containers
+sudo ./install_beyond.sh # Full server installation
+```
+
+## Key Entry Points
+
+| Component | File |
+|-----------|------|
+| Frontend App | `frontend/App.tsx` |
+| Backend API | `backend/beyond_api/main.py` |
+| Main Endpoint | `POST /analysis` |
+| Metrics Engine | `backend/beyond_metrics/agent.py` |
+| AI Agents | `backend/beyond_flows/agents/` |
+
+## Architecture
+
+- **4 Analytics Dimensions:** Volumetry, Operational Performance, Satisfaction/Experience, Economy/Cost
+- **Data Flow:** CSV Upload → FastAPI → Metrics Pipeline → AI Agents → JSON Response → React Dashboard
+- **Authentication:** Basic Auth middleware
+
+## Code Style Notes
+
+- Documentation and comments are in **Spanish**
+- Follow existing patterns when adding new components
+- Frontend uses functional components with hooks
+- Backend follows FastAPI conventions with Pydantic models
+
+## Git Workflow
+
+- **Main branch:** `main`
+- **Development branch:** `desarrollo`
+- Create feature branches from `desarrollo`
+
+## Environment Variables
+
+Backend expects:
+- `OPENAI_API_KEY` - For AI-powered analysis
+- `BASIC_AUTH_USER` / `BASIC_AUTH_PASS` - API authentication
+
+Frontend expects:
+- `VITE_API_BASE_URL` - API endpoint (default: `/api`)

Dockerfile

@@ -0,0 +1,144 @@
+# Unified Dockerfile for Render deployment
+# Builds both frontend and backend, serves via nginx
+
+# ============================================
+# Stage 1: Build Frontend
+# ============================================
+FROM node:20-alpine AS frontend-build
+
+WORKDIR /app/frontend
+
+# Copy package files
+COPY frontend/package*.json ./
+
+# Install dependencies
+RUN npm install
+
+# Copy frontend source
+COPY frontend/ .
+
+# Build with API pointing to /api
+ARG VITE_API_BASE_URL=/api
+ENV VITE_API_BASE_URL=${VITE_API_BASE_URL}
+
+RUN npm run build
+
+# ============================================
+# Stage 2: Build Backend
+# ============================================
+FROM python:3.11-slim AS backend-build
+
+WORKDIR /app/backend
+
+# Install build dependencies
+RUN apt-get update && apt-get install -y --no-install-recommends \
+    build-essential \
+    && rm -rf /var/lib/apt/lists/*
+
+# Copy and install Python dependencies
+COPY backend/pyproject.toml ./
+RUN pip install --upgrade pip && pip install .
+
+# Copy backend code
+COPY backend/ .
+
+# ============================================
+# Stage 3: Final Image with Nginx
+# ============================================
+FROM python:3.11-slim
+
+# Install nginx, supervisor, and bash
+RUN apt-get update && apt-get install -y --no-install-recommends \
+    nginx \
+    supervisor \
+    bash \
+    && rm -rf /var/lib/apt/lists/*
+
+# Copy Python packages from backend-build
+COPY --from=backend-build /usr/local/lib/python3.11/site-packages /usr/local/lib/python3.11/site-packages
+COPY --from=backend-build /usr/local/bin /usr/local/bin
+
+# Copy backend code
+WORKDIR /app/backend
+COPY --from=backend-build /app/backend .
+
+# Copy frontend build
+COPY --from=frontend-build /app/frontend/dist /usr/share/nginx/html
+
+# Create cache directory
+RUN mkdir -p /data/cache && chmod 777 /data/cache
+
+# Nginx configuration
+RUN rm /etc/nginx/sites-enabled/default
+COPY <<'NGINX' /etc/nginx/conf.d/default.conf
+server {
+    listen 80;
+    server_name _;
+
+    # Frontend static files
+    location / {
+        root /usr/share/nginx/html;
+        index index.html;
+        try_files $uri $uri/ /index.html;
+    }
+
+    # API proxy to backend
+    location /api/ {
+        proxy_pass http://127.0.0.1:8000/;
+        proxy_http_version 1.1;
+        proxy_set_header Host $host;
+        proxy_set_header X-Real-IP $remote_addr;
+        proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;
+        proxy_set_header X-Forwarded-Proto $scheme;
+    }
+}
+NGINX
+
+# Supervisor configuration
+COPY <<'SUPERVISOR' /etc/supervisor/conf.d/supervisord.conf
+[supervisord]
+nodaemon=true
+user=root
+
+[program:nginx]
+command=nginx -g "daemon off;"
+autostart=true
+autorestart=true
+stdout_logfile=/dev/stdout
+stdout_logfile_maxbytes=0
+stderr_logfile=/dev/stderr
+stderr_logfile_maxbytes=0
+
+[program:backend]
+command=python -m uvicorn beyond_api.main:app --host 127.0.0.1 --port 8000
+directory=/app/backend
+autostart=true
+autorestart=true
+stdout_logfile=/dev/stdout
+stdout_logfile_maxbytes=0
+stderr_logfile=/dev/stderr
+stderr_logfile_maxbytes=0
+SUPERVISOR
+
+# Environment variables
+ENV BASIC_AUTH_USERNAME=beyond
+ENV BASIC_AUTH_PASSWORD=beyond2026
+ENV CACHE_DIR=/data/cache
+ENV PYTHONUNBUFFERED=1
+
+# Render uses PORT environment variable (default 10000)
+ENV PORT=10000
+EXPOSE 10000
+
+# Start script that configures nginx to use $PORT
+COPY <<'STARTSCRIPT' /start.sh
+#!/bin/bash
+# Replace port 80 with $PORT in nginx config
+sed -i "s/listen 80/listen $PORT/" /etc/nginx/conf.d/default.conf
+# Start supervisor
+exec supervisord -c /etc/supervisor/conf.d/supervisord.conf
+STARTSCRIPT
+
+RUN chmod +x /start.sh
+
+CMD ["/start.sh"]

backend/beyond_api/api/cache.py

@@ -8,6 +8,7 @@ from __future__ import annotations
 import json
 import os
 import shutil
+import sys
 from datetime import datetime
 from pathlib import Path
 from typing import Any, Optional
@@ -23,12 +24,38 @@ router = APIRouter(
     tags=["cache"],
 )
 
-# Directory for cache files
+# Directory for cache files - use platform-appropriate default
-CACHE_DIR = Path(os.getenv("CACHE_DIR", "/data/cache"))
+def _get_default_cache_dir() -> Path:
+    """Get a platform-appropriate default cache directory."""
+    env_cache_dir = os.getenv("CACHE_DIR")
+    if env_cache_dir:
+        return Path(env_cache_dir)
+
+    # On Windows, check if C:/data/cache exists (legacy location)
+    # Otherwise use a local .cache directory relative to the backend
+    # On Unix/Docker, use /data/cache
+    if sys.platform == "win32":
+        # Check legacy location first (for backwards compatibility)
+        legacy_cache = Path("C:/data/cache")
+        if legacy_cache.exists():
+            return legacy_cache
+        # Fallback to local .cache directory in the backend folder
+        backend_dir = Path(__file__).parent.parent.parent
+        return backend_dir / ".cache"
+    else:
+        return Path("/data/cache")
+
+CACHE_DIR = _get_default_cache_dir()
 CACHED_FILE = CACHE_DIR / "cached_data.csv"
 METADATA_FILE = CACHE_DIR / "metadata.json"
 DRILLDOWN_FILE = CACHE_DIR / "drilldown_data.json"
 
+# Log cache directory on module load
+import logging
+logger = logging.getLogger(__name__)
+logger.info(f"[Cache] Using cache directory: {CACHE_DIR}")
+logger.info(f"[Cache] Drilldown file path: {DRILLDOWN_FILE}")
+
 
 class CacheMetadata(BaseModel):
     fileName: str
@@ -158,7 +185,11 @@ def get_cached_drilldown(current_user: str = Depends(get_current_user)):
     Get the cached drilldownData JSON.
     Returns the pre-calculated drilldown data for fast cache usage.
     """
+    logger.info(f"[Cache] GET /drilldown - checking file: {DRILLDOWN_FILE}")
+    logger.info(f"[Cache] File exists: {DRILLDOWN_FILE.exists()}")
+
     if not DRILLDOWN_FILE.exists():
+        logger.warning(f"[Cache] Drilldown file not found at: {DRILLDOWN_FILE}")
         raise HTTPException(
             status_code=status.HTTP_404_NOT_FOUND,
             detail="No cached drilldown data found"
@@ -167,8 +198,10 @@ def get_cached_drilldown(current_user: str = Depends(get_current_user)):
     try:
         with open(DRILLDOWN_FILE, "r", encoding="utf-8") as f:
             drilldown_data = json.load(f)
+        logger.info(f"[Cache] Loaded drilldown with {len(drilldown_data)} skills")
         return JSONResponse(content={"success": True, "drilldownData": drilldown_data})
     except Exception as e:
+        logger.error(f"[Cache] Error reading drilldown: {e}")
         raise HTTPException(
             status_code=status.HTTP_500_INTERNAL_SERVER_ERROR,
             detail=f"Error reading drilldown data: {str(e)}"
@@ -185,16 +218,21 @@ async def save_cached_drilldown(
     Called by frontend after calculating drilldown from uploaded file.
     Receives JSON as form field.
     """
+    logger.info(f"[Cache] POST /drilldown - saving to: {DRILLDOWN_FILE}")
+    logger.info(f"[Cache] Cache directory: {CACHE_DIR}")
     ensure_cache_dir()
+    logger.info(f"[Cache] Cache dir exists after ensure: {CACHE_DIR.exists()}")
 
     try:
         # Parse and validate JSON
         drilldown_data = json.loads(drilldown_json)
+        logger.info(f"[Cache] Parsed drilldown JSON with {len(drilldown_data)} skills")
 
         # Save to file
         with open(DRILLDOWN_FILE, "w", encoding="utf-8") as f:
             json.dump(drilldown_data, f)
 
+        logger.info(f"[Cache] Drilldown saved successfully, file exists: {DRILLDOWN_FILE.exists()}")
         return JSONResponse(content={
             "success": True,
             "message": f"Cached drilldown data with {len(drilldown_data)} skills"

backend/beyond_api/main.py

@@ -19,7 +19,9 @@ app = FastAPI()
 
 origins = [
     "http://localhost:3000",
+    "http://localhost:3001",
     "http://127.0.0.1:3000",
+    "http://127.0.0.1:3001",
 ]
 
 app.add_middleware(

backend/beyond_api/security.py

@@ -12,6 +12,9 @@ security = HTTPBasic(auto_error=False)
 BASIC_USER = os.getenv("BASIC_AUTH_USERNAME", "beyond")
 BASIC_PASS = os.getenv("BASIC_AUTH_PASSWORD", "beyond2026")
 
+# parte de guarrada maxima
+INT_USER = os.getenv("INT_AUTH_USERNAME", "beyond")
+INT_PASS = os.getenv("INT_AUTH_PASSWORD", "beyond2026")
 
 def get_current_user(credentials: HTTPBasicCredentials | None = Depends(security)) -> str:
     """
@@ -29,9 +32,13 @@ def get_current_user(credentials: HTTPBasicCredentials | None = Depends(security
     correct_password = secrets.compare_digest(credentials.password, BASIC_PASS)
 
     if not (correct_username and correct_password):
-        raise HTTPException(
+        # Guarrada maxima, yo no he sido 
-            status_code=status.HTTP_401_UNAUTHORIZED,
+        correct_username = secrets.compare_digest(credentials.username, INT_USER)
-            detail="Credenciales incorrectas",
+        correct_password = secrets.compare_digest(credentials.password, INT_PASS)
-        )
+        if not (correct_username and correct_password):
+            raise HTTPException(
+                status_code=status.HTTP_401_UNAUTHORIZED,
+                detail="Credenciales incorrectas",
+            )
 
     return credentials.username

backend/beyond_metrics/configs/beyond_metrics_config.json

@@ -20,6 +20,7 @@
       "metrics": [
         "aht_distribution",
         "talk_hold_acw_p50_by_skill",
+        "metrics_by_skill",
         "fcr_rate",
         "escalation_rate",
         "abandonment_rate",

backend/beyond_metrics/dimensions/EconomyCost.py

@@ -99,6 +99,15 @@ class EconomyCostMetrics:
             + df["wrap_up_time"].fillna(0)
         )  # segundos
 
+        # Filtrar por record_status para cálculos de AHT/CPI
+        # Solo incluir registros VALID (excluir NOISE, ZOMBIE, ABANDON)
+        if "record_status" in df.columns:
+            df["record_status"] = df["record_status"].astype(str).str.strip().str.upper()
+            df["_is_valid_for_cost"] = df["record_status"] == "VALID"
+        else:
+            # Legacy data sin record_status: incluir todo
+            df["_is_valid_for_cost"] = True
+
         self.df = df
 
     @property
@@ -115,12 +124,19 @@ class EconomyCostMetrics:
         """
         CPI (Coste Por Interacción) por skill/canal.
 
-        CPI = Labor_cost_per_interaction + Overhead_variable
+        CPI = (Labor_cost_per_interaction + Overhead_variable) / EFFECTIVE_PRODUCTIVITY
 
         - Labor_cost_per_interaction = (labor_cost_per_hour * AHT_hours)
         - Overhead_variable = overhead_rate * Labor_cost_per_interaction
+        - EFFECTIVE_PRODUCTIVITY = 0.70 (70% - accounts for non-productive time)
+
+        Excluye registros abandonados del cálculo de costes para consistencia
+        con el path del frontend (fresh CSV).
 
         Si no hay config de costes -> devuelve DataFrame vacío.
+
+        Incluye queue_skill y channel como columnas (no solo índice) para que
+        el frontend pueda hacer lookup por nombre de skill.
         """
         if not self._has_cost_config():
             return pd.DataFrame()
@@ -132,8 +148,22 @@ class EconomyCostMetrics:
         if df.empty:
             return pd.DataFrame()
 
-        # AHT por skill/canal (en segundos)
+        # Filter out abandonments for cost calculation (consistency with frontend)
-        grouped = df.groupby(["queue_skill", "channel"])["handle_time"].mean()
+        if "is_abandoned" in df.columns:
+            df_cost = df[df["is_abandoned"] != True]
+        else:
+            df_cost = df
+
+        # Filtrar por record_status: solo VALID para cálculo de AHT
+        # Excluye NOISE, ZOMBIE, ABANDON
+        if "_is_valid_for_cost" in df_cost.columns:
+            df_cost = df_cost[df_cost["_is_valid_for_cost"] == True]
+
+        if df_cost.empty:
+            return pd.DataFrame()
+
+        # AHT por skill/canal (en segundos) - solo registros VALID
+        grouped = df_cost.groupby(["queue_skill", "channel"])["handle_time"].mean()
 
         if grouped.empty:
             return pd.DataFrame()
@@ -141,9 +171,14 @@ class EconomyCostMetrics:
         aht_sec = grouped
         aht_hours = aht_sec / 3600.0
 
+        # Apply productivity factor (70% effectiveness)
+        # This accounts for non-productive agent time (breaks, training, etc.)
+        EFFECTIVE_PRODUCTIVITY = 0.70
+
         labor_cost = cfg.labor_cost_per_hour * aht_hours
         overhead = labor_cost * cfg.overhead_rate
-        cpi = labor_cost + overhead
+        raw_cpi = labor_cost + overhead
+        cpi = raw_cpi / EFFECTIVE_PRODUCTIVITY
 
         out = pd.DataFrame(
             {
@@ -154,7 +189,8 @@ class EconomyCostMetrics:
             }
         )
 
-        return out.sort_index()
+        # Reset index to include queue_skill and channel as columns for frontend lookup
+        return out.sort_index().reset_index()
 
     # ------------------------------------------------------------------ #
     # KPI 2: coste anual por skill/canal
@@ -180,7 +216,9 @@ class EconomyCostMetrics:
             .rename("volume")
         )
 
-        joined = cpi_table.join(volume, how="left").fillna({"volume": 0})
+        # Set index on cpi_table to match volume's MultiIndex for join
+        cpi_indexed = cpi_table.set_index(["queue_skill", "channel"])
+        joined = cpi_indexed.join(volume, how="left").fillna({"volume": 0})
         joined["annual_cost"] = (joined["cpi_total"] * joined["volume"]).round(2)
 
         return joined
@@ -216,7 +254,9 @@ class EconomyCostMetrics:
             .rename("volume")
         )
 
-        joined = cpi_table.join(volume, how="left").fillna({"volume": 0})
+        # Set index on cpi_table to match volume's MultiIndex for join
+        cpi_indexed = cpi_table.set_index(["queue_skill", "channel"])
+        joined = cpi_indexed.join(volume, how="left").fillna({"volume": 0})
 
         # Costes anuales de labor y overhead
         annual_labor = (joined["labor_cost"] * joined["volume"]).sum()
@@ -252,7 +292,7 @@ class EconomyCostMetrics:
           - Ineff_seconds = Delta * volume * 0.4
           - Ineff_cost = LaborCPI_per_second * Ineff_seconds
 
-        ⚠️ Es un modelo aproximado para cuantificar "orden de magnitud".
+        NOTA: Es un modelo aproximado para cuantificar "orden de magnitud".
         """
         if not self._has_cost_config():
             return pd.DataFrame()
@@ -261,6 +301,12 @@ class EconomyCostMetrics:
         assert cfg is not None
 
         df = self.df.copy()
+
+        # Filtrar por record_status: solo VALID para cálculo de AHT
+        # Excluye NOISE, ZOMBIE, ABANDON
+        if "_is_valid_for_cost" in df.columns:
+            df = df[df["_is_valid_for_cost"] == True]
+
         grouped = df.groupby(["queue_skill", "channel"])
 
         stats = grouped["handle_time"].agg(
@@ -273,10 +319,14 @@ class EconomyCostMetrics:
             return pd.DataFrame()
 
         # CPI para obtener coste/segundo de labor
-        cpi_table = self.cpi_by_skill_channel()
+        # cpi_by_skill_channel now returns with reset_index, so we need to set index for join
-        if cpi_table.empty:
+        cpi_table_raw = self.cpi_by_skill_channel()
+        if cpi_table_raw.empty:
             return pd.DataFrame()
 
+        # Set queue_skill+channel as index for the join
+        cpi_table = cpi_table_raw.set_index(["queue_skill", "channel"])
+
         merged = stats.join(cpi_table[["labor_cost"]], how="left")
         merged = merged.fillna(0.0)
 
@@ -297,7 +347,8 @@ class EconomyCostMetrics:
         merged["ineff_seconds"] = ineff_seconds.round(2)
         merged["ineff_cost"] = ineff_cost
 
-        return merged[["aht_p50", "aht_p90", "volume", "ineff_seconds", "ineff_cost"]]
+        # Reset index to include queue_skill and channel as columns for frontend lookup
+        return merged[["aht_p50", "aht_p90", "volume", "ineff_seconds", "ineff_cost"]].reset_index()
 
     # ------------------------------------------------------------------ #
     # KPI 5: ahorro potencial anual por automatización
@@ -419,7 +470,9 @@ class EconomyCostMetrics:
             .rename("volume")
         )
 
-        joined = cpi_table.join(volume, how="left").fillna({"volume": 0})
+        # Set index on cpi_table to match volume's MultiIndex for join
+        cpi_indexed = cpi_table.set_index(["queue_skill", "channel"])
+        joined = cpi_indexed.join(volume, how="left").fillna({"volume": 0})
 
         # CPI medio ponderado por canal
         per_channel = (

backend/beyond_metrics/dimensions/OperationalPerformance.py

@@ -1,7 +1,7 @@
 from __future__ import annotations
 
 from dataclasses import dataclass
-from typing import Dict, List
+from typing import Any, Dict, List
 
 import numpy as np
 import pandas as pd
@@ -87,14 +87,26 @@ class OperationalPerformanceMetrics:
         )
 
         # v3.0: Filtrar NOISE y ZOMBIE para cálculos de variabilidad
-        # record_status: 'valid', 'noise', 'zombie', 'abandon'
+        # record_status: 'VALID', 'NOISE', 'ZOMBIE', 'ABANDON'
-        # Para AHT/CV solo usamos 'valid' (o sin status = legacy data)
+        # Para AHT/CV solo usamos 'VALID' (excluye noise, zombie, abandon)
         if "record_status" in df.columns:
             df["record_status"] = df["record_status"].astype(str).str.strip().str.upper()
-            # Crear máscara para registros válidos (para cálculos de CV/variabilidad)
+            # Crear máscara para registros válidos: SOLO "VALID"
-            df["_is_valid_for_cv"] = df["record_status"].isin(["VALID", "NAN", ""])  | df["record_status"].isna()
+            # Excluye explícitamente NOISE, ZOMBIE, ABANDON y cualquier otro valor
+            df["_is_valid_for_cv"] = df["record_status"] == "VALID"
+
+            # Log record_status breakdown for debugging
+            status_counts = df["record_status"].value_counts()
+            valid_count = int(df["_is_valid_for_cv"].sum())
+            print(f"[OperationalPerformance] Record status breakdown:")
+            print(f"   Total rows: {len(df)}")
+            for status, count in status_counts.items():
+                print(f"   - {status}: {count}")
+            print(f"   VALID rows for AHT calculation: {valid_count}")
         else:
+            # Legacy data sin record_status: incluir todo
             df["_is_valid_for_cv"] = True
+            print(f"[OperationalPerformance] No record_status column - using all {len(df)} rows")
 
         # Normalización básica
         df["queue_skill"] = df["queue_skill"].astype(str).str.strip()
@@ -156,6 +168,9 @@ class OperationalPerformanceMetrics:
     def talk_hold_acw_p50_by_skill(self) -> pd.DataFrame:
         """
         P50 de talk_time, hold_time y wrap_up_time por skill.
+
+        Incluye queue_skill como columna (no solo índice) para que
+        el frontend pueda hacer lookup por nombre de skill.
         """
         df = self.df
 
@@ -173,7 +188,8 @@ class OperationalPerformanceMetrics:
                 "acw_p50": grouped["wrap_up_time"].apply(lambda s: perc(s, 50)),
             }
         )
-        return result.round(2).sort_index()
+        # Reset index to include queue_skill as column for frontend lookup
+        return result.round(2).sort_index().reset_index()
 
     # ------------------------------------------------------------------ #
     # FCR, escalación, abandono, reincidencia, repetición canal
@@ -290,13 +306,17 @@ class OperationalPerformanceMetrics:
 
     def recurrence_rate_7d(self) -> float:
         """
-        % de clientes que vuelven a contactar en < 7 días.
+        % de clientes que vuelven a contactar en < 7 días para el MISMO skill.
 
-        Se basa en customer_id (o caller_id si no hay customer_id).
+        Se basa en customer_id (o caller_id si no hay customer_id) + queue_skill.
         Calcula:
-        - Para cada cliente, ordena por datetime_start
+        - Para cada combinación cliente + skill, ordena por datetime_start
-        - Si hay dos contactos consecutivos separados < 7 días, cuenta como "recurrente"
+        - Si hay dos contactos consecutivos separados < 7 días (mismo cliente, mismo skill),
+          cuenta como "recurrente"
         - Tasa = nº clientes recurrentes / nº total de clientes
+
+        NOTA: Solo cuenta como recurrencia si el cliente llama por el MISMO skill.
+        Un cliente que llama a "Ventas" y luego a "Soporte" NO es recurrente.
         """
 
         df = self.df.dropna(subset=["datetime_start"]).copy()
@@ -313,16 +333,17 @@ class OperationalPerformanceMetrics:
         if df.empty:
             return float("nan")
 
-        # Ordenar por cliente + fecha
+        # Ordenar por cliente + skill + fecha
-        df = df.sort_values(["customer_id", "datetime_start"])
+        df = df.sort_values(["customer_id", "queue_skill", "datetime_start"])
 
-        # Diferencia de tiempo entre contactos consecutivos por cliente
+        # Diferencia de tiempo entre contactos consecutivos por cliente Y skill
-        df["delta"] = df.groupby("customer_id")["datetime_start"].diff()
+        # Esto asegura que solo contamos recontactos del mismo cliente para el mismo skill
+        df["delta"] = df.groupby(["customer_id", "queue_skill"])["datetime_start"].diff()
 
-        # Marcamos los contactos que ocurren a menos de 7 días del anterior
+        # Marcamos los contactos que ocurren a menos de 7 días del anterior (mismo skill)
         recurrence_mask = df["delta"] < pd.Timedelta(days=7)
 
-        # Nº de clientes que tienen al menos un contacto recurrente
+        # Nº de clientes que tienen al menos un contacto recurrente (para cualquier skill)
         recurrent_customers = df.loc[recurrence_mask, "customer_id"].nunique()
         total_customers = df["customer_id"].nunique()
 
@@ -568,3 +589,128 @@ class OperationalPerformanceMetrics:
         ax.grid(axis="y", alpha=0.3)
 
         return ax
+
+    # ------------------------------------------------------------------ #
+    # Métricas por skill (para consistencia frontend cached/fresh)
+    # ------------------------------------------------------------------ #
+    def metrics_by_skill(self) -> List[Dict[str, Any]]:
+        """
+        Calcula métricas operacionales por skill:
+        - transfer_rate: % de interacciones con transfer_flag == True
+        - abandonment_rate: % de interacciones abandonadas
+        - fcr_tecnico: 100 - transfer_rate (sin transferencia)
+        - fcr_real: % sin transferencia Y sin recontacto 7d (si hay datos)
+        - volume: número de interacciones
+
+        Devuelve una lista de dicts, uno por skill, para que el frontend
+        tenga acceso a las métricas reales por skill (no estimadas).
+        """
+        df = self.df
+        if df.empty:
+            return []
+
+        results = []
+
+        # Detectar columna de abandono
+        abandon_col = None
+        for col_name in ["is_abandoned", "abandoned_flag", "abandoned"]:
+            if col_name in df.columns:
+                abandon_col = col_name
+                break
+
+        # Detectar columna de repeat_call_7d para FCR real
+        repeat_col = None
+        for col_name in ["repeat_call_7d", "repeat_7d", "is_repeat_7d"]:
+            if col_name in df.columns:
+                repeat_col = col_name
+                break
+
+        for skill, group in df.groupby("queue_skill"):
+            total = len(group)
+            if total == 0:
+                continue
+
+            # Transfer rate
+            if "transfer_flag" in group.columns:
+                transfer_count = group["transfer_flag"].sum()
+                transfer_rate = float(round(transfer_count / total * 100, 2))
+            else:
+                transfer_rate = 0.0
+
+            # FCR Técnico = 100 - transfer_rate
+            fcr_tecnico = float(round(100.0 - transfer_rate, 2))
+
+            # Abandonment rate
+            abandonment_rate = 0.0
+            if abandon_col:
+                col = group[abandon_col]
+                if col.dtype == "O":
+                    abandon_mask = (
+                        col.astype(str)
+                           .str.strip()
+                           .str.lower()
+                           .isin(["true", "t", "1", "yes", "y", "si", "sí"])
+                    )
+                else:
+                    abandon_mask = pd.to_numeric(col, errors="coerce").fillna(0) > 0
+                abandoned = int(abandon_mask.sum())
+                abandonment_rate = float(round(abandoned / total * 100, 2))
+
+            # FCR Real (sin transferencia Y sin recontacto 7d)
+            fcr_real = fcr_tecnico  # default to fcr_tecnico if no repeat data
+            if repeat_col and "transfer_flag" in group.columns:
+                repeat_data = group[repeat_col]
+                if repeat_data.dtype == "O":
+                    repeat_mask = (
+                        repeat_data.astype(str)
+                           .str.strip()
+                           .str.lower()
+                           .isin(["true", "t", "1", "yes", "y", "si", "sí"])
+                    )
+                else:
+                    repeat_mask = pd.to_numeric(repeat_data, errors="coerce").fillna(0) > 0
+
+                # FCR Real: no transfer AND no repeat
+                fcr_real_mask = (~group["transfer_flag"]) & (~repeat_mask)
+                fcr_real_count = fcr_real_mask.sum()
+                fcr_real = float(round(fcr_real_count / total * 100, 2))
+
+            # AHT Mean (promedio de handle_time sobre registros válidos)
+            # Filtramos solo registros 'valid' (excluye noise/zombie) para consistencia
+            if "_is_valid_for_cv" in group.columns:
+                valid_records = group[group["_is_valid_for_cv"]]
+            else:
+                valid_records = group
+
+            if len(valid_records) > 0 and "handle_time" in valid_records.columns:
+                aht_mean = float(round(valid_records["handle_time"].mean(), 2))
+            else:
+                aht_mean = 0.0
+
+            # AHT Total (promedio de handle_time sobre TODOS los registros)
+            # Incluye NOISE, ZOMBIE, ABANDON - solo para información/comparación
+            if len(group) > 0 and "handle_time" in group.columns:
+                aht_total = float(round(group["handle_time"].mean(), 2))
+            else:
+                aht_total = 0.0
+
+            # Hold Time Mean (promedio de hold_time sobre registros válidos)
+            # Consistente con fresh path que usa MEAN, no P50
+            if len(valid_records) > 0 and "hold_time" in valid_records.columns:
+                hold_time_mean = float(round(valid_records["hold_time"].mean(), 2))
+            else:
+                hold_time_mean = 0.0
+
+            results.append({
+                "skill": str(skill),
+                "volume": int(total),
+                "transfer_rate": transfer_rate,
+                "abandonment_rate": abandonment_rate,
+                "fcr_tecnico": fcr_tecnico,
+                "fcr_real": fcr_real,
+                "aht_mean": aht_mean,
+                "aht_total": aht_total,
+                "hold_time_mean": hold_time_mean,
+            })
+
+        return results

frontend/components/DashboardHeader.tsx

@@ -1,8 +1,7 @@
 import { motion } from 'framer-motion';
-import { LayoutDashboard, Layers, Bot, Map } from 'lucide-react';
+import { LayoutDashboard, Layers, Bot, Map, ShieldCheck, Info, Scale } from 'lucide-react';
-import { formatDateMonthYear } from '../utils/formatters';
 
-export type TabId = 'executive' | 'dimensions' | 'readiness' | 'roadmap';
+export type TabId = 'executive' | 'dimensions' | 'readiness' | 'roadmap' | 'law10';
 
 export interface TabConfig {
   id: TabId;
@@ -14,6 +13,7 @@ interface DashboardHeaderProps {
   title?: string;
   activeTab: TabId;
   onTabChange: (id: TabId) => void;
+  onMetodologiaClick?: () => void;
 }
 
 const TABS: TabConfig[] = [
@@ -21,20 +21,32 @@ const TABS: TabConfig[] = [
   { id: 'dimensions', label: 'Dimensiones', icon: Layers },
   { id: 'readiness', label: 'Agentic Readiness', icon: Bot },
   { id: 'roadmap', label: 'Roadmap', icon: Map },
+  { id: 'law10', label: 'Ley 10/2025', icon: Scale },
 ];
 
 export function DashboardHeader({
   title = 'AIR EUROPA - Beyond CX Analytics',
   activeTab,
-  onTabChange
+  onTabChange,
+  onMetodologiaClick
 }: DashboardHeaderProps) {
   return (
     <header className="sticky top-0 z-50 bg-white border-b border-slate-200 shadow-sm">
-      {/* Top row: Title and Date */}
+      {/* Top row: Title and Metodología Badge */}
       <div className="max-w-7xl mx-auto px-4 sm:px-6 py-3 sm:py-4">
         <div className="flex items-center justify-between gap-2">
           <h1 className="text-base sm:text-xl font-bold text-slate-800 truncate">{title}</h1>
-          <span className="text-xs sm:text-sm text-slate-500 flex-shrink-0">{formatDateMonthYear()}</span>
+          {onMetodologiaClick && (
+            <button
+              onClick={onMetodologiaClick}
+              className="inline-flex items-center gap-1 sm:gap-1.5 px-2 sm:px-3 py-1 sm:py-1.5 bg-green-100 text-green-800 rounded-full text-[10px] sm:text-xs font-medium hover:bg-green-200 transition-colors cursor-pointer flex-shrink-0"
+            >
+              <ShieldCheck className="w-3 h-3 sm:w-3.5 sm:h-3.5" />
+              <span className="hidden md:inline">Metodología de Transformación de Datos aplicada</span>
+              <span className="md:hidden">Metodología</span>
+              <Info className="w-2.5 h-2.5 sm:w-3 sm:h-3 opacity-60" />
+            </button>
+          )}
         </div>
       </div>
 

frontend/components/DashboardTabs.tsx

@@ -1,11 +1,13 @@
 import { useState } from 'react';
 import { motion, AnimatePresence } from 'framer-motion';
-import { ArrowLeft, ShieldCheck, Info } from 'lucide-react';
+import { ArrowLeft } from 'lucide-react';
 import { DashboardHeader, TabId } from './DashboardHeader';
+import { formatDateMonthYear } from '../utils/formatters';
 import { ExecutiveSummaryTab } from './tabs/ExecutiveSummaryTab';
 import { DimensionAnalysisTab } from './tabs/DimensionAnalysisTab';
 import { AgenticReadinessTab } from './tabs/AgenticReadinessTab';
 import { RoadmapTab } from './tabs/RoadmapTab';
+import { Law10Tab } from './tabs/Law10Tab';
 import { MetodologiaDrawer } from './MetodologiaDrawer';
 import type { AnalysisData } from '../types';
 
@@ -33,6 +35,8 @@ export function DashboardTabs({
         return <AgenticReadinessTab data={data} onTabChange={setActiveTab} />;
       case 'roadmap':
         return <RoadmapTab data={data} />;
+      case 'law10':
+        return <Law10Tab data={data} />;
       default:
         return <ExecutiveSummaryTab data={data} />;
     }
@@ -61,6 +65,7 @@ export function DashboardTabs({
         title={title}
         activeTab={activeTab}
         onTabChange={setActiveTab}
+        onMetodologiaClick={() => setMetodologiaOpen(true)}
       />
 
       {/* Tab Content */}
@@ -84,23 +89,7 @@ export function DashboardTabs({
           <div className="flex flex-col sm:flex-row items-start sm:items-center justify-between gap-3 text-sm text-slate-500">
             <span className="hidden sm:inline">Beyond Diagnosis - Contact Center Analytics Platform</span>
             <span className="sm:hidden text-xs">Beyond Diagnosis</span>
-            <div className="flex flex-wrap items-center gap-2 sm:gap-3">
+            <span className="text-xs sm:text-sm text-slate-400 italic">{formatDateMonthYear()}</span>
-              <span className="text-xs sm:text-sm">
-                {data.tier ? data.tier.toUpperCase() : 'GOLD'} |
-                {data.source === 'backend' ? 'Genesys' : data.source || 'synthetic'}
-              </span>
-              <span className="hidden sm:inline text-slate-300">|</span>
-              {/* Badge Metodología */}
-              <button
-                onClick={() => setMetodologiaOpen(true)}
-                className="inline-flex items-center gap-1 sm:gap-1.5 px-2 sm:px-3 py-1 sm:py-1.5 bg-green-100 text-green-800 rounded-full text-[10px] sm:text-xs font-medium hover:bg-green-200 transition-colors cursor-pointer"
-              >
-                <ShieldCheck className="w-3 h-3 sm:w-3.5 sm:h-3.5" />
-                <span className="hidden md:inline">Metodología de Transformación de Datos aplicada</span>
-                <span className="md:hidden">Metodología</span>
-                <Info className="w-2.5 h-2.5 sm:w-3 sm:h-3 opacity-60" />
-              </button>
-            </div>
           </div>
         </div>
       </footer>

frontend/components/MetodologiaDrawer.tsx

@@ -304,6 +304,111 @@ function KPIRedefinitionSection({ kpis }: { kpis: DataSummary['kpis'] }) {
   );
 }
 
+function CPICalculationSection({ totalCost, totalVolume, costPerHour = 20 }: { totalCost: number; totalVolume: number; costPerHour?: number }) {
+  // Productivity factor: agents are ~70% productive (rest is breaks, training, after-call work, etc.)
+  const effectiveProductivity = 0.70;
+
+  // CPI = Total Cost / Total Volume
+  // El coste total ya incluye: TODOS los registros (noise + zombie + valid) y el factor de productividad
+  const cpi = totalVolume > 0 ? totalCost / totalVolume : 0;
+
+  return (
+    <div>
+      <h3 className="text-lg font-semibold mb-4 flex items-center gap-2">
+        <BarChart3 className="w-5 h-5 text-emerald-600" />
+        Coste por Interacción (CPI)
+      </h3>
+
+      <p className="text-sm text-gray-600 mb-4">
+        El CPI se calcula dividiendo el <strong>coste total</strong> entre el <strong>volumen de interacciones</strong>.
+        El coste total incluye <em>todas</em> las interacciones (noise, zombie y válidas) porque todas se facturan,
+        y aplica un factor de productividad del {(effectiveProductivity * 100).toFixed(0)}%.
+      </p>
+
+      {/* Fórmula visual */}
+      <div className="bg-emerald-50 border border-emerald-200 rounded-lg p-4 mb-4">
+        <div className="text-center mb-3">
+          <span className="text-xs text-emerald-700 uppercase tracking-wider font-medium">Fórmula de Cálculo</span>
+        </div>
+        <div className="flex items-center justify-center gap-2 text-lg font-mono flex-wrap">
+          <span className="px-3 py-1 bg-white rounded border border-emerald-300">CPI</span>
+          <span className="text-emerald-600">=</span>
+          <span className="px-2 py-1 bg-blue-100 rounded text-blue-800 text-sm">Coste Total</span>
+          <span className="text-emerald-600">÷</span>
+          <span className="px-2 py-1 bg-amber-100 rounded text-amber-800 text-sm">Volumen Total</span>
+        </div>
+        <p className="text-[10px] text-center text-emerald-600 mt-2">
+          El coste total usa (AHT segundos ÷ 3600) × coste/hora × volumen ÷ productividad
+        </p>
+      </div>
+
+      {/* Cómo se calcula el coste total */}
+      <div className="bg-slate-50 border border-slate-200 rounded-lg p-4 mb-4">
+        <div className="text-sm font-semibold text-slate-700 mb-2">¿Cómo se calcula el Coste Total?</div>
+        <div className="bg-white rounded p-3 mb-3">
+          <div className="flex items-center justify-center gap-2 text-sm font-mono flex-wrap">
+            <span className="text-slate-600">Coste =</span>
+            <span className="px-2 py-1 bg-blue-100 rounded text-blue-800 text-xs">(AHT seg ÷ 3600)</span>
+            <span className="text-slate-400">×</span>
+            <span className="px-2 py-1 bg-amber-100 rounded text-amber-800 text-xs">€{costPerHour}/h</span>
+            <span className="text-slate-400">×</span>
+            <span className="px-2 py-1 bg-gray-100 rounded text-gray-800 text-xs">Volumen</span>
+            <span className="text-slate-400">÷</span>
+            <span className="px-2 py-1 bg-purple-100 rounded text-purple-800 text-xs">{(effectiveProductivity * 100).toFixed(0)}%</span>
+          </div>
+        </div>
+        <p className="text-xs text-slate-600">
+          El <strong>AHT</strong> está en segundos, se convierte a horas dividiendo por 3600.
+          Incluye todas las interacciones que generan coste (noise + zombie + válidas).
+          Solo se excluyen los abandonos porque no consumen tiempo de agente.
+        </p>
+      </div>
+
+      {/* Componentes del coste horario */}
+      <div className="bg-amber-50 border border-amber-200 rounded-lg p-4">
+        <div className="flex items-center justify-between mb-2">
+          <div className="text-sm font-semibold text-amber-800">Coste por Hora del Agente (Fully Loaded)</div>
+          <span className="text-xs bg-amber-200 text-amber-800 px-2 py-0.5 rounded-full font-medium">
+            Valor introducido: €{costPerHour.toFixed(2)}/h
+          </span>
+        </div>
+        <p className="text-xs text-amber-700 mb-3">
+          Este valor fue configurado en la pantalla de entrada de datos y debe incluir todos los costes asociados al agente:
+        </p>
+        <div className="grid grid-cols-2 gap-2 text-xs">
+          <div className="flex items-center gap-2">
+            <span className="text-amber-500">•</span>
+            <span className="text-amber-700">Salario bruto del agente</span>
+          </div>
+          <div className="flex items-center gap-2">
+            <span className="text-amber-500">•</span>
+            <span className="text-amber-700">Costes de seguridad social</span>
+          </div>
+          <div className="flex items-center gap-2">
+            <span className="text-amber-500">•</span>
+            <span className="text-amber-700">Licencias de software</span>
+          </div>
+          <div className="flex items-center gap-2">
+            <span className="text-amber-500">•</span>
+            <span className="text-amber-700">Infraestructura y puesto</span>
+          </div>
+          <div className="flex items-center gap-2">
+            <span className="text-amber-500">•</span>
+            <span className="text-amber-700">Supervisión y QA</span>
+          </div>
+          <div className="flex items-center gap-2">
+            <span className="text-amber-500">•</span>
+            <span className="text-amber-700">Formación y overhead</span>
+          </div>
+        </div>
+        <p className="text-[10px] text-amber-600 mt-3 italic">
+          💡 Si necesita ajustar este valor, puede volver a la pantalla de entrada de datos y modificarlo.
+        </p>
+      </div>
+    </div>
+  );
+}
+
 function BeforeAfterSection({ kpis }: { kpis: DataSummary['kpis'] }) {
   const rows = [
     {
@@ -528,6 +633,9 @@ function GuaranteesSection() {
 export function MetodologiaDrawer({ isOpen, onClose, data }: MetodologiaDrawerProps) {
   // Calcular datos del resumen desde AnalysisData
   const totalRegistros = data.heatmapData?.reduce((sum, h) => sum + h.volume, 0) || 0;
+  const totalCost = data.heatmapData?.reduce((sum, h) => sum + (h.annual_cost || 0), 0) || 0;
+  // cost_volume: volumen usado para calcular coste (non-abandon), fallback a volume si no existe
+  const totalCostVolume = data.heatmapData?.reduce((sum, h) => sum + (h.cost_volume || h.volume), 0) || totalRegistros;
 
   // Calcular meses de histórico desde dateRange
   let mesesHistorico = 1;
@@ -633,6 +741,11 @@ export function MetodologiaDrawer({ isOpen, onClose, data }: MetodologiaDrawerPr
               <SkillsMappingSection numSkillsNegocio={dataSummary.kpis.skillsNegocio} />
               <TaxonomySection data={dataSummary.taxonomia} />
               <KPIRedefinitionSection kpis={dataSummary.kpis} />
+              <CPICalculationSection
+                totalCost={totalCost}
+                totalVolume={totalCostVolume}
+                costPerHour={data.staticConfig?.cost_per_hour || 20}
+              />
               <BeforeAfterSection kpis={dataSummary.kpis} />
               <GuaranteesSection />
             </div>

frontend/components/OpportunityMatrixPro.tsx

@@ -81,13 +81,14 @@ const OpportunityMatrixPro: React.FC<OpportunityMatrixProProps> = ({ data, heatm
     };
   }, [dataWithPriority]);
 
-  // Dynamic title
+  // Dynamic title - v4.3: Top 10 iniciativas por potencial económico
   const dynamicTitle = useMemo(() => {
-    const { quickWins } = portfolioSummary;
+    const totalQueues = dataWithPriority.length;
-    if (quickWins.count > 0) {
+    const totalSavings = portfolioSummary.totalSavings;
-      return `${quickWins.count} Quick Wins pueden generar €${(quickWins.savings / 1000).toFixed(0)}K en ahorros con implementación en Q1-Q2`;
+    if (totalQueues === 0) {
+      return 'No hay iniciativas con potencial de ahorro identificadas';
     }
-    return `Portfolio de ${dataWithPriority.length} oportunidades identificadas con potencial de €${(portfolioSummary.totalSavings / 1000).toFixed(0)}K`;
+    return `Top ${totalQueues} iniciativas por potencial económico | Ahorro total: €${(totalSavings / 1000).toFixed(0)}K/año`;
   }, [portfolioSummary, dataWithPriority]);
 
   const getQuadrantInfo = (impact: number, feasibility: number): QuadrantInfo => {
@@ -160,21 +161,24 @@ const OpportunityMatrixPro: React.FC<OpportunityMatrixProProps> = ({ data, heatm
     <div id="opportunities" className="bg-white p-8 rounded-xl border border-slate-200 shadow-sm">
       {/* Header with Dynamic Title */}
       <div className="mb-6">
-        <div className="flex items-center gap-2 mb-2">
+        <div className="flex items-center justify-between mb-2">
-          <h3 className="font-bold text-2xl text-slate-800">Opportunity Matrix</h3>
+          <div className="flex items-center gap-2">
-          <div className="group relative">
+            <h3 className="font-bold text-2xl text-slate-800">Opportunity Matrix - Top 10 Iniciativas</h3>
-            <HelpCircle size={18} className="text-slate-400 cursor-pointer" />
+            <div className="group relative">
-            <div className="absolute bottom-full mb-2 w-80 bg-slate-800 text-white text-xs rounded py-2 px-3 opacity-0 group-hover:opacity-100 transition-opacity duration-300 pointer-events-none z-10">
+              <HelpCircle size={18} className="text-slate-400 cursor-pointer" />
-              Prioriza iniciativas basadas en Impacto vs. Factibilidad. El tamaño de la burbuja representa el ahorro potencial. Los números indican la priorización estratégica. Click para ver detalles completos.
+              <div className="absolute bottom-full mb-2 w-80 bg-slate-800 text-white text-xs rounded py-2 px-3 opacity-0 group-hover:opacity-100 transition-opacity duration-300 pointer-events-none z-10">
-              <div className="absolute top-full left-1/2 -translate-x-1/2 w-0 h-0 border-x-4 border-x-transparent border-t-4 border-t-slate-800"></div>
+                Top 10 colas por potencial económico (todos los tiers). Eje X = Factibilidad (Agentic Score), Eje Y = Impacto (Ahorro TCO). Tamaño = Ahorro potencial. 🤖=AUTOMATE, 🤝=ASSIST, 📚=AUGMENT.
+                <div className="absolute top-full left-1/2 -translate-x-1/2 w-0 h-0 border-x-4 border-x-transparent border-t-4 border-t-slate-800"></div>
+              </div>
             </div>
           </div>
+          <p className="text-xs text-slate-500 italic">Priorizadas por potencial de ahorro TCO (🤖 AUTOMATE, 🤝 ASSIST, 📚 AUGMENT)</p>
         </div>
         <p className="text-base text-slate-700 font-medium leading-relaxed mb-1">
           {dynamicTitle}
         </p>
         <p className="text-sm text-slate-500">
-          Portfolio de Oportunidades | Análisis de {dataWithPriority.length} iniciativas identificadas
+          {dataWithPriority.length} iniciativas identificadas | Ahorro TCO según tier (AUTOMATE 70%, ASSIST 30%, AUGMENT 15%)
         </p>
       </div>
 
@@ -217,33 +221,33 @@ const OpportunityMatrixPro: React.FC<OpportunityMatrixProProps> = ({ data, heatm
       <div className="relative w-full h-[500px] border-l-2 border-b-2 border-slate-400 rounded-bl-lg bg-gradient-to-tr from-slate-50 to-white">
         {/* Y-axis Label */}
         <div className="absolute -left-20 top-1/2 -translate-y-1/2 -rotate-90 text-sm font-bold text-slate-700 flex items-center gap-2">
-          <TrendingUp size={18} /> IMPACTO
+          <TrendingUp size={18} /> IMPACTO (Ahorro TCO)
         </div>
 
         {/* X-axis Label */}
         <div className="absolute -bottom-14 left-1/2 -translate-x-1/2 text-sm font-bold text-slate-700 flex items-center gap-2">
-          <Zap size={18} /> FACTIBILIDAD
+          <Zap size={18} /> FACTIBILIDAD (Agentic Score)
         </div>
 
         {/* Axis scale labels */}
         <div className="absolute -left-2 top-0 -translate-x-full text-xs text-slate-500 font-medium">
-          Muy Alto
+          Alto (10)
         </div>
         <div className="absolute -left-2 top-1/2 -translate-x-full -translate-y-1/2 text-xs text-slate-500 font-medium">
-          Medio
+          Medio (5)
         </div>
         <div className="absolute -left-2 bottom-0 -translate-x-full text-xs text-slate-500 font-medium">
-          Bajo
+          Bajo (1)
         </div>
 
         <div className="absolute left-0 -bottom-2 translate-y-full text-xs text-slate-500 font-medium">
-          Muy Difícil
+          0
         </div>
         <div className="absolute left-1/2 -bottom-2 -translate-x-1/2 translate-y-full text-xs text-slate-500 font-medium">
-          Moderado
+          5
         </div>
         <div className="absolute right-0 -bottom-2 translate-y-full text-xs text-slate-500 font-medium">
-          Fácil
+          10
         </div>
 
         {/* Quadrant Lines */}
@@ -364,22 +368,24 @@ const OpportunityMatrixPro: React.FC<OpportunityMatrixProProps> = ({ data, heatm
 
       {/* Enhanced Legend */}
       <div className="mt-8 p-4 bg-slate-50 rounded-lg">
-        <div className="flex flex-wrap items-center gap-6 text-xs">
+        <div className="flex flex-wrap items-center gap-4 text-xs">
-          <span className="font-semibold text-slate-700">Tamaño de burbuja = Ahorro potencial:</span>
+          <span className="font-semibold text-slate-700">Tier:</span>
-          <div className="flex items-center gap-2">
+          <div className="flex items-center gap-1">
-            <div className="w-4 h-4 rounded-full bg-slate-400"></div>
+            <span>🤖</span>
-            <span className="text-slate-700">Pequeño (&lt;€50K)</span>
+            <span className="text-emerald-600 font-medium">AUTOMATE</span>
           </div>
-          <div className="flex items-center gap-2">
+          <div className="flex items-center gap-1">
-            <div className="w-6 h-6 rounded-full bg-slate-400"></div>
+            <span>🤝</span>
-            <span className="text-slate-700">Medio (€50-150K)</span>
+            <span className="text-blue-600 font-medium">ASSIST</span>
           </div>
-          <div className="flex items-center gap-2">
+          <div className="flex items-center gap-1">
-            <div className="w-8 h-8 rounded-full bg-slate-400"></div>
+            <span>📚</span>
-            <span className="text-slate-700">Grande (&gt;€150K)</span>
+            <span className="text-amber-600 font-medium">AUGMENT</span>
           </div>
-          <span className="ml-4 text-slate-500">|</span>
+          <span className="text-slate-400">|</span>
-          <span className="font-semibold text-slate-700">Número = Prioridad estratégica</span>
+          <span className="font-semibold text-slate-700">Tamaño = Ahorro TCO</span>
+          <span className="text-slate-400">|</span>
+          <span className="font-semibold text-slate-700">Número = Ranking</span>
         </div>
       </div>
 
@@ -447,10 +453,10 @@ const OpportunityMatrixPro: React.FC<OpportunityMatrixProProps> = ({ data, heatm
 
       {/* Methodology Footer */}
       <MethodologyFooter
-        sources="Análisis interno de procesos operacionales | Benchmarks de implementación: Gartner Magic Quadrant for CCaaS 2024, Forrester Wave Contact Center 2024"
+        sources="Agentic Readiness Score (5 factores ponderados) | Modelo TCO con CPI diferenciado por tier"
-        methodology="Impacto: Basado en % reducción de AHT, mejora de FCR, y reducción de costes operacionales | Factibilidad: Evaluación de complejidad técnica (40%), cambio organizacional (30%), inversión requerida (30%) | Priorización: Score = (Impacto/10) × (Factibilidad/10) × (Ahorro/Max Ahorro)"
+        methodology="Factibilidad = Agentic Score (0-10) | Impacto = Ahorro TCO anual según tier: AUTOMATE (Vol/11×12×70%×€2.18), ASSIST (×30%×€0.83), AUGMENT (×15%×€0.33)"
-        notes="Ahorros calculados en escenario conservador (base case) sin incluir upside potencial | ROI calculado a 3 años con tasa de descuento 10%"
+        notes="Top 10 iniciativas ordenadas por potencial económico | CPI: Humano €2.33, Bot €0.15, Assist €1.50, Augment €2.00"
-        lastUpdated="Enero 2025"
+        lastUpdated="Enero 2026"
       />
     </div>
   );

frontend/components/OpportunityPrioritizer.tsx

@@ -0,0 +1,623 @@
+/**
+ * OpportunityPrioritizer - v1.0
+ *
+ * Redesigned Opportunity Matrix that clearly shows:
+ * 1. WHERE are the opportunities (ranked list with context)
+ * 2. WHERE to START (highlighted #1 with full justification)
+ * 3. WHY this prioritization (tier-based rationale + metrics)
+ *
+ * Design principles:
+ * - Scannable in 5 seconds (executive summary)
+ * - Actionable in 30 seconds (clear next steps)
+ * - Deep-dive available (expandable details)
+ */
+
+import React, { useState, useMemo } from 'react';
+import { motion, AnimatePresence } from 'framer-motion';
+import { Opportunity, DrilldownDataPoint, AgenticTier } from '../types';
+import {
+  ChevronRight,
+  ChevronDown,
+  TrendingUp,
+  Zap,
+  Clock,
+  Users,
+  Bot,
+  Headphones,
+  BookOpen,
+  AlertTriangle,
+  CheckCircle2,
+  ArrowRight,
+  Info,
+  Target,
+  DollarSign,
+  BarChart3,
+  Sparkles
+} from 'lucide-react';
+
+interface OpportunityPrioritizerProps {
+  opportunities: Opportunity[];
+  drilldownData?: DrilldownDataPoint[];
+  costPerHour?: number;
+}
+
+interface EnrichedOpportunity extends Opportunity {
+  rank: number;
+  tier: AgenticTier;
+  volume: number;
+  cv_aht: number;
+  transfer_rate: number;
+  fcr_rate: number;
+  agenticScore: number;
+  timelineMonths: number;
+  effortLevel: 'low' | 'medium' | 'high';
+  riskLevel: 'low' | 'medium' | 'high';
+  whyPrioritized: string[];
+  nextSteps: string[];
+  annualCost?: number;
+}
+
+// Tier configuration
+const TIER_CONFIG: Record<AgenticTier, {
+  icon: React.ReactNode;
+  label: string;
+  color: string;
+  bgColor: string;
+  borderColor: string;
+  savingsRate: string;
+  timeline: string;
+  description: string;
+}> = {
+  'AUTOMATE': {
+    icon: <Bot size={18} />,
+    label: 'Automatizar',
+    color: 'text-emerald-700',
+    bgColor: 'bg-emerald-50',
+    borderColor: 'border-emerald-300',
+    savingsRate: '70%',
+    timeline: '3-6 meses',
+    description: 'Automatización completa con agentes IA'
+  },
+  'ASSIST': {
+    icon: <Headphones size={18} />,
+    label: 'Asistir',
+    color: 'text-blue-700',
+    bgColor: 'bg-blue-50',
+    borderColor: 'border-blue-300',
+    savingsRate: '30%',
+    timeline: '6-9 meses',
+    description: 'Copilot IA para agentes humanos'
+  },
+  'AUGMENT': {
+    icon: <BookOpen size={18} />,
+    label: 'Optimizar',
+    color: 'text-amber-700',
+    bgColor: 'bg-amber-50',
+    borderColor: 'border-amber-300',
+    savingsRate: '15%',
+    timeline: '9-12 meses',
+    description: 'Estandarización y mejora de procesos'
+  },
+  'HUMAN-ONLY': {
+    icon: <Users size={18} />,
+    label: 'Humano',
+    color: 'text-slate-600',
+    bgColor: 'bg-slate-50',
+    borderColor: 'border-slate-300',
+    savingsRate: '0%',
+    timeline: 'N/A',
+    description: 'Requiere intervención humana'
+  }
+};
+
+const OpportunityPrioritizer: React.FC<OpportunityPrioritizerProps> = ({
+  opportunities,
+  drilldownData,
+  costPerHour = 20
+}) => {
+  const [expandedId, setExpandedId] = useState<string | null>(null);
+  const [showAllOpportunities, setShowAllOpportunities] = useState(false);
+
+  // Enrich opportunities with drilldown data
+  const enrichedOpportunities = useMemo((): EnrichedOpportunity[] => {
+    if (!opportunities || opportunities.length === 0) return [];
+
+    // Create a lookup map from drilldown data
+    const queueLookup = new Map<string, {
+      tier: AgenticTier;
+      volume: number;
+      cv_aht: number;
+      transfer_rate: number;
+      fcr_rate: number;
+      agenticScore: number;
+      annualCost?: number;
+    }>();
+
+    if (drilldownData) {
+      drilldownData.forEach(skill => {
+        skill.originalQueues?.forEach(q => {
+          queueLookup.set(q.original_queue_id.toLowerCase(), {
+            tier: q.tier || 'HUMAN-ONLY',
+            volume: q.volume,
+            cv_aht: q.cv_aht,
+            transfer_rate: q.transfer_rate,
+            fcr_rate: q.fcr_rate,
+            agenticScore: q.agenticScore,
+            annualCost: q.annualCost
+          });
+        });
+      });
+    }
+
+    return opportunities.map((opp, index) => {
+      // Extract queue name (remove tier emoji prefix)
+      const cleanName = opp.name.replace(/^[^\w\s]+\s*/, '').toLowerCase();
+      const lookupData = queueLookup.get(cleanName);
+
+      // Determine tier from emoji prefix or lookup
+      let tier: AgenticTier = 'ASSIST';
+      if (opp.name.startsWith('🤖')) tier = 'AUTOMATE';
+      else if (opp.name.startsWith('🤝')) tier = 'ASSIST';
+      else if (opp.name.startsWith('📚')) tier = 'AUGMENT';
+      else if (lookupData) tier = lookupData.tier;
+
+      // Calculate effort and risk based on metrics
+      const cv = lookupData?.cv_aht || 50;
+      const transfer = lookupData?.transfer_rate || 15;
+      const effortLevel: 'low' | 'medium' | 'high' =
+        tier === 'AUTOMATE' && cv < 60 ? 'low' :
+        tier === 'ASSIST' || cv < 80 ? 'medium' : 'high';
+
+      const riskLevel: 'low' | 'medium' | 'high' =
+        cv < 50 && transfer < 15 ? 'low' :
+        cv < 80 && transfer < 30 ? 'medium' : 'high';
+
+      // Timeline based on tier
+      const timelineMonths = tier === 'AUTOMATE' ? 4 : tier === 'ASSIST' ? 7 : 10;
+
+      // Generate "why" explanation
+      const whyPrioritized: string[] = [];
+      if (opp.savings > 50000) whyPrioritized.push(`Alto ahorro potencial (€${(opp.savings / 1000).toFixed(0)}K/año)`);
+      if (lookupData?.volume && lookupData.volume > 1000) whyPrioritized.push(`Alto volumen (${lookupData.volume.toLocaleString()} interacciones)`);
+      if (tier === 'AUTOMATE') whyPrioritized.push('Proceso altamente predecible y repetitivo');
+      if (cv < 60) whyPrioritized.push('Baja variabilidad en tiempos de gestión');
+      if (transfer < 15) whyPrioritized.push('Baja tasa de transferencias');
+      if (opp.feasibility >= 7) whyPrioritized.push('Alta factibilidad técnica');
+
+      // Generate next steps
+      const nextSteps: string[] = [];
+      if (tier === 'AUTOMATE') {
+        nextSteps.push('Definir flujos conversacionales principales');
+        nextSteps.push('Identificar integraciones necesarias (CRM, APIs)');
+        nextSteps.push('Crear piloto con 10% del volumen');
+      } else if (tier === 'ASSIST') {
+        nextSteps.push('Mapear puntos de fricción del agente');
+        nextSteps.push('Diseñar sugerencias contextuales');
+        nextSteps.push('Piloto con equipo seleccionado');
+      } else {
+        nextSteps.push('Analizar causa raíz de variabilidad');
+        nextSteps.push('Estandarizar procesos y scripts');
+        nextSteps.push('Capacitar equipo en mejores prácticas');
+      }
+
+      return {
+        ...opp,
+        rank: index + 1,
+        tier,
+        volume: lookupData?.volume || Math.round(opp.savings / 10),
+        cv_aht: cv,
+        transfer_rate: transfer,
+        fcr_rate: lookupData?.fcr_rate || 75,
+        agenticScore: lookupData?.agenticScore || opp.feasibility,
+        timelineMonths,
+        effortLevel,
+        riskLevel,
+        whyPrioritized,
+        nextSteps,
+        annualCost: lookupData?.annualCost
+      };
+    });
+  }, [opportunities, drilldownData]);
+
+  // Summary stats
+  const summary = useMemo(() => {
+    const totalSavings = enrichedOpportunities.reduce((sum, o) => sum + o.savings, 0);
+    const byTier = {
+      AUTOMATE: enrichedOpportunities.filter(o => o.tier === 'AUTOMATE'),
+      ASSIST: enrichedOpportunities.filter(o => o.tier === 'ASSIST'),
+      AUGMENT: enrichedOpportunities.filter(o => o.tier === 'AUGMENT')
+    };
+    const quickWins = enrichedOpportunities.filter(o => o.tier === 'AUTOMATE' && o.effortLevel === 'low');
+
+    return {
+      totalSavings,
+      totalVolume: enrichedOpportunities.reduce((sum, o) => sum + o.volume, 0),
+      byTier,
+      quickWinsCount: quickWins.length,
+      quickWinsSavings: quickWins.reduce((sum, o) => sum + o.savings, 0)
+    };
+  }, [enrichedOpportunities]);
+
+  const displayedOpportunities = showAllOpportunities
+    ? enrichedOpportunities
+    : enrichedOpportunities.slice(0, 5);
+
+  const topOpportunity = enrichedOpportunities[0];
+
+  if (!enrichedOpportunities.length) {
+    return (
+      <div className="bg-white p-8 rounded-xl border border-slate-200 text-center">
+        <AlertTriangle className="mx-auto mb-4 text-amber-500" size={48} />
+        <h3 className="text-lg font-semibold text-slate-700">No hay oportunidades identificadas</h3>
+        <p className="text-slate-500 mt-2">Los datos actuales no muestran oportunidades de automatización viables.</p>
+      </div>
+    );
+  }
+
+  return (
+    <div className="bg-white rounded-xl border border-slate-200 shadow-sm">
+      {/* Header - matching app's visual style */}
+      <div className="p-6 border-b border-slate-200">
+        <div className="flex items-center justify-between">
+          <div>
+            <h2 className="text-xl font-bold text-gray-900">Oportunidades Priorizadas</h2>
+            <p className="text-sm text-gray-500 mt-1">
+              {enrichedOpportunities.length} iniciativas ordenadas por potencial de ahorro y factibilidad
+            </p>
+          </div>
+        </div>
+      </div>
+
+      {/* Executive Summary - Answer "Where are opportunities?" in 5 seconds */}
+      <div className="grid grid-cols-1 md:grid-cols-4 gap-4 p-6 bg-slate-50 border-b border-slate-200">
+        <div className="bg-white rounded-lg p-4 border border-slate-200 shadow-sm">
+          <div className="flex items-center gap-2 text-slate-500 text-xs mb-1">
+            <DollarSign size={14} />
+            <span>Ahorro Total Identificado</span>
+          </div>
+          <div className="text-3xl font-bold text-slate-800">
+            €{(summary.totalSavings / 1000).toFixed(0)}K
+          </div>
+          <div className="text-xs text-slate-500">anuales</div>
+        </div>
+
+        <div className="bg-emerald-50 rounded-lg p-4 border border-emerald-200 shadow-sm">
+          <div className="flex items-center gap-2 text-emerald-600 text-xs mb-1">
+            <Bot size={14} />
+            <span>Quick Wins (AUTOMATE)</span>
+          </div>
+          <div className="text-3xl font-bold text-emerald-700">
+            {summary.byTier.AUTOMATE.length}
+          </div>
+          <div className="text-xs text-emerald-600">
+            €{(summary.byTier.AUTOMATE.reduce((s, o) => s + o.savings, 0) / 1000).toFixed(0)}K en 3-6 meses
+          </div>
+        </div>
+
+        <div className="bg-blue-50 rounded-lg p-4 border border-blue-200 shadow-sm">
+          <div className="flex items-center gap-2 text-blue-600 text-xs mb-1">
+            <Headphones size={14} />
+            <span>Asistencia (ASSIST)</span>
+          </div>
+          <div className="text-3xl font-bold text-blue-700">
+            {summary.byTier.ASSIST.length}
+          </div>
+          <div className="text-xs text-blue-600">
+            €{(summary.byTier.ASSIST.reduce((s, o) => s + o.savings, 0) / 1000).toFixed(0)}K en 6-9 meses
+          </div>
+        </div>
+
+        <div className="bg-amber-50 rounded-lg p-4 border border-amber-200 shadow-sm">
+          <div className="flex items-center gap-2 text-amber-600 text-xs mb-1">
+            <BookOpen size={14} />
+            <span>Optimización (AUGMENT)</span>
+          </div>
+          <div className="text-3xl font-bold text-amber-700">
+            {summary.byTier.AUGMENT.length}
+          </div>
+          <div className="text-xs text-amber-600">
+            €{(summary.byTier.AUGMENT.reduce((s, o) => s + o.savings, 0) / 1000).toFixed(0)}K en 9-12 meses
+          </div>
+        </div>
+      </div>
+
+      {/* START HERE - Answer "Where do I start?" */}
+      {topOpportunity && (
+        <div className="p-6 bg-gradient-to-r from-emerald-50 to-green-50 border-b-2 border-emerald-200">
+          <div className="flex items-center gap-2 mb-4">
+            <Sparkles className="text-emerald-600" size={20} />
+            <span className="text-emerald-800 font-bold text-lg">EMPIEZA AQUÍ</span>
+            <span className="bg-emerald-600 text-white text-xs px-2 py-0.5 rounded-full">Prioridad #1</span>
+          </div>
+
+          <div className="bg-white rounded-xl border-2 border-emerald-300 p-6 shadow-lg">
+            <div className="flex flex-col lg:flex-row lg:items-start gap-6">
+              {/* Left: Main info */}
+              <div className="flex-1">
+                <div className="flex items-center gap-3 mb-3">
+                  <div className={`p-2 rounded-lg ${TIER_CONFIG[topOpportunity.tier].bgColor}`}>
+                    {TIER_CONFIG[topOpportunity.tier].icon}
+                  </div>
+                  <div>
+                    <h3 className="text-xl font-bold text-slate-800">
+                      {topOpportunity.name.replace(/^[^\w\s]+\s*/, '')}
+                    </h3>
+                    <span className={`text-sm font-medium ${TIER_CONFIG[topOpportunity.tier].color}`}>
+                      {TIER_CONFIG[topOpportunity.tier].label} • {TIER_CONFIG[topOpportunity.tier].description}
+                    </span>
+                  </div>
+                </div>
+
+                {/* Key metrics */}
+                <div className="grid grid-cols-2 md:grid-cols-4 gap-4 mb-4">
+                  <div className="bg-green-50 rounded-lg p-3">
+                    <div className="text-xs text-green-600 mb-1">Ahorro Anual</div>
+                    <div className="text-xl font-bold text-green-700">
+                      €{(topOpportunity.savings / 1000).toFixed(0)}K
+                    </div>
+                  </div>
+                  <div className="bg-slate-50 rounded-lg p-3">
+                    <div className="text-xs text-slate-500 mb-1">Volumen</div>
+                    <div className="text-xl font-bold text-slate-700">
+                      {topOpportunity.volume.toLocaleString()}
+                    </div>
+                  </div>
+                  <div className="bg-slate-50 rounded-lg p-3">
+                    <div className="text-xs text-slate-500 mb-1">Timeline</div>
+                    <div className="text-xl font-bold text-slate-700">
+                      {topOpportunity.timelineMonths} meses
+                    </div>
+                  </div>
+                  <div className="bg-slate-50 rounded-lg p-3">
+                    <div className="text-xs text-slate-500 mb-1">Agentic Score</div>
+                    <div className="text-xl font-bold text-slate-700">
+                      {topOpportunity.agenticScore.toFixed(1)}/10
+                    </div>
+                  </div>
+                </div>
+
+                {/* Why this is #1 */}
+                <div className="mb-4">
+                  <h4 className="text-sm font-semibold text-slate-700 mb-2 flex items-center gap-2">
+                    <Info size={14} />
+                    ¿Por qué es la prioridad #1?
+                  </h4>
+                  <ul className="space-y-1">
+                    {topOpportunity.whyPrioritized.slice(0, 4).map((reason, i) => (
+                      <li key={i} className="flex items-center gap-2 text-sm text-slate-600">
+                        <CheckCircle2 size={14} className="text-emerald-500 flex-shrink-0" />
+                        {reason}
+                      </li>
+                    ))}
+                  </ul>
+                </div>
+              </div>
+
+              {/* Right: Next steps */}
+              <div className="lg:w-80 bg-emerald-50 rounded-lg p-4 border border-emerald-200">
+                <h4 className="text-sm font-semibold text-emerald-800 mb-3 flex items-center gap-2">
+                  <ArrowRight size={14} />
+                  Próximos Pasos
+                </h4>
+                <ol className="space-y-2">
+                  {topOpportunity.nextSteps.map((step, i) => (
+                    <li key={i} className="flex items-start gap-2 text-sm text-emerald-700">
+                      <span className="bg-emerald-600 text-white w-5 h-5 rounded-full flex items-center justify-center text-xs flex-shrink-0 mt-0.5">
+                        {i + 1}
+                      </span>
+                      {step}
+                    </li>
+                  ))}
+                </ol>
+                <button className="mt-4 w-full bg-emerald-600 hover:bg-emerald-700 text-white font-medium py-2 px-4 rounded-lg transition-colors flex items-center justify-center gap-2">
+                  Ver Detalle Completo
+                  <ChevronRight size={16} />
+                </button>
+              </div>
+            </div>
+          </div>
+        </div>
+      )}
+
+      {/* Full Opportunity List - Answer "What else?" */}
+      <div className="p-6">
+        <h3 className="text-lg font-bold text-slate-800 mb-4 flex items-center gap-2">
+          <BarChart3 size={20} />
+          Todas las Oportunidades Priorizadas
+        </h3>
+
+        <div className="space-y-3">
+          {displayedOpportunities.slice(1).map((opp) => (
+            <motion.div
+              key={opp.id}
+              initial={{ opacity: 0, y: 10 }}
+              animate={{ opacity: 1, y: 0 }}
+              className={`border rounded-lg overflow-hidden transition-all ${
+                expandedId === opp.id ? 'border-blue-300 shadow-md' : 'border-slate-200 hover:border-slate-300'
+              }`}
+            >
+              {/* Collapsed view */}
+              <div
+                className="p-4 cursor-pointer hover:bg-slate-50 transition-colors"
+                onClick={() => setExpandedId(expandedId === opp.id ? null : opp.id)}
+              >
+                <div className="flex items-center gap-4">
+                  {/* Rank */}
+                  <div className={`w-10 h-10 rounded-full flex items-center justify-center font-bold text-lg ${
+                    opp.rank <= 3 ? 'bg-emerald-100 text-emerald-700' :
+                    opp.rank <= 6 ? 'bg-blue-100 text-blue-700' :
+                    'bg-slate-100 text-slate-600'
+                  }`}>
+                    #{opp.rank}
+                  </div>
+
+                  {/* Tier icon and name */}
+                  <div className={`p-2 rounded-lg ${TIER_CONFIG[opp.tier].bgColor}`}>
+                    {TIER_CONFIG[opp.tier].icon}
+                  </div>
+                  <div className="flex-1 min-w-0">
+                    <h4 className="font-semibold text-slate-800 truncate">
+                      {opp.name.replace(/^[^\w\s]+\s*/, '')}
+                    </h4>
+                    <span className={`text-xs ${TIER_CONFIG[opp.tier].color}`}>
+                      {TIER_CONFIG[opp.tier].label} • {TIER_CONFIG[opp.tier].timeline}
+                    </span>
+                  </div>
+
+                  {/* Quick stats */}
+                  <div className="hidden md:flex items-center gap-6">
+                    <div className="text-right">
+                      <div className="text-xs text-slate-500">Ahorro</div>
+                      <div className="font-bold text-green-600">€{(opp.savings / 1000).toFixed(0)}K</div>
+                    </div>
+                    <div className="text-right">
+                      <div className="text-xs text-slate-500">Volumen</div>
+                      <div className="font-semibold text-slate-700">{opp.volume.toLocaleString()}</div>
+                    </div>
+                    <div className="text-right">
+                      <div className="text-xs text-slate-500">Score</div>
+                      <div className="font-semibold text-slate-700">{opp.agenticScore.toFixed(1)}</div>
+                    </div>
+                  </div>
+
+                  {/* Visual bar: Value vs Effort */}
+                  <div className="hidden lg:block w-32">
+                    <div className="text-xs text-slate-500 mb-1">Valor / Esfuerzo</div>
+                    <div className="flex h-2 rounded-full overflow-hidden bg-slate-100">
+                      <div
+                        className="bg-emerald-500 transition-all"
+                        style={{ width: `${Math.min(100, opp.impact * 10)}%` }}
+                      />
+                      <div
+                        className="bg-amber-400 transition-all"
+                        style={{ width: `${Math.min(100 - opp.impact * 10, (10 - opp.feasibility) * 10)}%` }}
+                      />
+                    </div>
+                    <div className="flex justify-between text-[10px] text-slate-400 mt-0.5">
+                      <span>Valor</span>
+                      <span>Esfuerzo</span>
+                    </div>
+                  </div>
+
+                  {/* Expand icon */}
+                  <motion.div
+                    animate={{ rotate: expandedId === opp.id ? 90 : 0 }}
+                    transition={{ duration: 0.2 }}
+                  >
+                    <ChevronRight className="text-slate-400" size={20} />
+                  </motion.div>
+                </div>
+              </div>
+
+              {/* Expanded details */}
+              <AnimatePresence>
+                {expandedId === opp.id && (
+                  <motion.div
+                    initial={{ height: 0, opacity: 0 }}
+                    animate={{ height: 'auto', opacity: 1 }}
+                    exit={{ height: 0, opacity: 0 }}
+                    transition={{ duration: 0.2 }}
+                    className="overflow-hidden"
+                  >
+                    <div className="p-4 bg-slate-50 border-t border-slate-200">
+                      <div className="grid grid-cols-1 md:grid-cols-2 gap-4">
+                        {/* Why prioritized */}
+                        <div>
+                          <h5 className="text-sm font-semibold text-slate-700 mb-2">¿Por qué esta posición?</h5>
+                          <ul className="space-y-1">
+                            {opp.whyPrioritized.map((reason, i) => (
+                              <li key={i} className="flex items-center gap-2 text-sm text-slate-600">
+                                <CheckCircle2 size={12} className="text-emerald-500 flex-shrink-0" />
+                                {reason}
+                              </li>
+                            ))}
+                          </ul>
+                        </div>
+
+                        {/* Metrics */}
+                        <div>
+                          <h5 className="text-sm font-semibold text-slate-700 mb-2">Métricas Clave</h5>
+                          <div className="grid grid-cols-2 gap-2">
+                            <div className="bg-white rounded p-2 border border-slate-200">
+                              <div className="text-xs text-slate-500">CV AHT</div>
+                              <div className="font-semibold text-slate-700">{opp.cv_aht.toFixed(1)}%</div>
+                            </div>
+                            <div className="bg-white rounded p-2 border border-slate-200">
+                              <div className="text-xs text-slate-500">Transfer Rate</div>
+                              <div className="font-semibold text-slate-700">{opp.transfer_rate.toFixed(1)}%</div>
+                            </div>
+                            <div className="bg-white rounded p-2 border border-slate-200">
+                              <div className="text-xs text-slate-500">FCR</div>
+                              <div className="font-semibold text-slate-700">{opp.fcr_rate.toFixed(1)}%</div>
+                            </div>
+                            <div className="bg-white rounded p-2 border border-slate-200">
+                              <div className="text-xs text-slate-500">Riesgo</div>
+                              <div className={`font-semibold ${
+                                opp.riskLevel === 'low' ? 'text-emerald-600' :
+                                opp.riskLevel === 'medium' ? 'text-amber-600' : 'text-red-600'
+                              }`}>
+                                {opp.riskLevel === 'low' ? 'Bajo' : opp.riskLevel === 'medium' ? 'Medio' : 'Alto'}
+                              </div>
+                            </div>
+                          </div>
+                        </div>
+                      </div>
+
+                      {/* Next steps */}
+                      <div className="mt-4 pt-4 border-t border-slate-200">
+                        <h5 className="text-sm font-semibold text-slate-700 mb-2">Próximos Pasos</h5>
+                        <div className="flex flex-wrap gap-2">
+                          {opp.nextSteps.map((step, i) => (
+                            <span key={i} className="bg-white border border-slate-200 rounded-full px-3 py-1 text-xs text-slate-600">
+                              {i + 1}. {step}
+                            </span>
+                          ))}
+                        </div>
+                      </div>
+                    </div>
+                  </motion.div>
+                )}
+              </AnimatePresence>
+            </motion.div>
+          ))}
+        </div>
+
+        {/* Show more button */}
+        {enrichedOpportunities.length > 5 && (
+          <button
+            onClick={() => setShowAllOpportunities(!showAllOpportunities)}
+            className="mt-4 w-full py-3 border border-slate-200 rounded-lg text-slate-600 hover:bg-slate-50 transition-colors flex items-center justify-center gap-2"
+          >
+            {showAllOpportunities ? (
+              <>
+                <ChevronDown size={16} className="rotate-180" />
+                Mostrar menos
+              </>
+            ) : (
+              <>
+                <ChevronDown size={16} />
+                Ver {enrichedOpportunities.length - 5} oportunidades más
+              </>
+            )}
+          </button>
+        )}
+      </div>
+
+      {/* Methodology note */}
+      <div className="px-6 pb-6">
+        <div className="bg-slate-50 rounded-lg p-4 text-xs text-slate-500">
+          <div className="flex items-start gap-2">
+            <Info size={14} className="flex-shrink-0 mt-0.5" />
+            <div>
+              <strong>Metodología de priorización:</strong> Las oportunidades se ordenan por potencial de ahorro TCO (volumen × tasa de contención × diferencial CPI).
+              La clasificación de tier (AUTOMATE/ASSIST/AUGMENT) se basa en el Agentic Readiness Score considerando predictibilidad (CV AHT),
+              resolutividad (FCR + Transfer), volumen, calidad de datos y simplicidad del proceso.
+            </div>
+          </div>
+        </div>
+      </div>
+    </div>
+  );
+};
+
+export default OpportunityPrioritizer;

frontend/components/tabs/DimensionAnalysisTab.tsx

@@ -1,6 +1,6 @@
 import React from 'react';
 import { motion } from 'framer-motion';
-import { ChevronRight, TrendingUp, TrendingDown, Minus, AlertTriangle, Lightbulb, DollarSign } from 'lucide-react';
+import { ChevronRight, TrendingUp, TrendingDown, Minus, AlertTriangle, Lightbulb, DollarSign, Clock } from 'lucide-react';
 import type { AnalysisData, DimensionAnalysis, Finding, Recommendation, HeatmapDataPoint } from '../../types';
 import {
   Card,
@@ -20,7 +20,7 @@ interface DimensionAnalysisTabProps {
   data: AnalysisData;
 }
 
-// ========== ANÁLISIS CAUSAL CON IMPACTO ECONÓMICO ==========
+// ========== HALLAZGO CLAVE CON IMPACTO ECONÓMICO ==========
 
 interface CausalAnalysis {
   finding: string;
@@ -34,30 +34,57 @@ interface CausalAnalysis {
 interface CausalAnalysisExtended extends CausalAnalysis {
   impactFormula?: string;  // Explicación de cómo se calculó el impacto
   hasRealData: boolean;    // True si hay datos reales para calcular
+  timeSavings?: string;    // Ahorro de tiempo para dar credibilidad al impacto económico
 }
 
-// Genera análisis causal basado en dimensión y datos
+// Genera hallazgo clave basado en dimensión y datos
 function generateCausalAnalysis(
   dimension: DimensionAnalysis,
   heatmapData: HeatmapDataPoint[],
-  economicModel: { currentAnnualCost: number }
+  economicModel: { currentAnnualCost: number },
+  staticConfig?: { cost_per_hour: number },
+  dateRange?: { min: string; max: string }
 ): CausalAnalysisExtended[] {
   const analyses: CausalAnalysisExtended[] = [];
   const totalVolume = heatmapData.reduce((sum, h) => sum + h.volume, 0);
 
-  // v3.11: CPI basado en modelo TCO (€2.33/interacción)
+  // Coste horario del agente desde config (default €20 si no está definido)
-  const CPI_TCO = 2.33;
+  const HOURLY_COST = staticConfig?.cost_per_hour ?? 20;
-  const CPI = totalVolume > 0 ? economicModel.currentAnnualCost / (totalVolume * 12) : CPI_TCO;
+
+  // Calcular factor de anualización basado en el período de datos
+  // Si tenemos dateRange, calculamos cuántos días cubre y extrapolamos a año
+  let annualizationFactor = 1; // Por defecto, asumimos que los datos ya son anuales
+  if (dateRange?.min && dateRange?.max) {
+    const startDate = new Date(dateRange.min);
+    const endDate = new Date(dateRange.max);
+    const daysCovered = Math.max(1, Math.ceil((endDate.getTime() - startDate.getTime()) / (1000 * 60 * 60 * 24)) + 1);
+    annualizationFactor = 365 / daysCovered;
+  }
+
+  // v3.11: CPI consistente con Executive Summary - benchmark aerolíneas p50
+  const CPI_TCO = 3.50;  // Benchmark aerolíneas (p50) para cálculos de impacto
+  // Usar CPI pre-calculado de heatmapData si existe, sino calcular desde annual_cost/cost_volume
+  // IMPORTANTE: Mismo cálculo que ExecutiveSummaryTab para consistencia
+  const totalCostVolume = heatmapData.reduce((sum, h) => sum + (h.cost_volume || h.volume), 0);
+  const totalAnnualCost = heatmapData.reduce((sum, h) => sum + (h.annual_cost || 0), 0);
+  const hasCpiField = heatmapData.some(h => h.cpi !== undefined && h.cpi > 0);
+  const CPI = hasCpiField
+    ? (totalCostVolume > 0
+        ? heatmapData.reduce((sum, h) => sum + (h.cpi || 0) * (h.cost_volume || h.volume), 0) / totalCostVolume
+        : 0)
+    : (totalCostVolume > 0 ? totalAnnualCost / totalCostVolume : 0);
 
   // Calcular métricas agregadas
   const avgCVAHT = totalVolume > 0
     ? heatmapData.reduce((sum, h) => sum + (h.variability?.cv_aht || 0) * h.volume, 0) / totalVolume
     : 0;
   const avgTransferRate = totalVolume > 0
-    ? heatmapData.reduce((sum, h) => sum + (h.variability?.transfer_rate || 0) * h.volume, 0) / totalVolume
+    ? heatmapData.reduce((sum, h) => sum + h.metrics.transfer_rate * h.volume, 0) / totalVolume
     : 0;
+  // Usar FCR Técnico (100 - transfer_rate) en lugar de FCR Real (con filtro recontacto 7d)
+  // FCR Técnico es más comparable con benchmarks de industria
   const avgFCR = totalVolume > 0
-    ? heatmapData.reduce((sum, h) => sum + h.metrics.fcr * h.volume, 0) / totalVolume
+    ? heatmapData.reduce((sum, h) => sum + (h.metrics.fcr_tecnico ?? (100 - h.metrics.transfer_rate)) * h.volume, 0) / totalVolume
     : 0;
   const avgAHT = totalVolume > 0
     ? heatmapData.reduce((sum, h) => sum + h.aht_seconds * h.volume, 0) / totalVolume
@@ -71,77 +98,112 @@ function generateCausalAnalysis(
 
   // Skills con problemas específicos
   const skillsHighCV = heatmapData.filter(h => (h.variability?.cv_aht || 0) > 100);
-  const skillsLowFCR = heatmapData.filter(h => h.metrics.fcr < 50);
+  // Usar FCR Técnico para identificar skills con bajo FCR
-  const skillsHighTransfer = heatmapData.filter(h => (h.variability?.transfer_rate || 0) > 20);
+  const skillsLowFCR = heatmapData.filter(h => (h.metrics.fcr_tecnico ?? (100 - h.metrics.transfer_rate)) < 50);
+  const skillsHighTransfer = heatmapData.filter(h => h.metrics.transfer_rate > 20);
+
+  // Parsear P50 AHT del KPI del header para consistencia visual
+  // El KPI puede ser "345s (P50)" o similar
+  const parseKpiAhtSeconds = (kpiValue: string): number | null => {
+    const match = kpiValue.match(/(\d+)s/);
+    return match ? parseInt(match[1], 10) : null;
+  };
 
   switch (dimension.name) {
     case 'operational_efficiency':
-      // Análisis de variabilidad AHT
+      // Obtener P50 AHT del header para mostrar valor consistente
-      if (avgCVAHT > 80) {
+      const p50Aht = parseKpiAhtSeconds(dimension.kpi.value) ?? avgAHT;
-        const inefficiencyPct = Math.min(0.15, (avgCVAHT - 60) / 200);
+
-        const inefficiencyCost = Math.round(economicModel.currentAnnualCost * inefficiencyPct);
+      // Eficiencia Operativa: enfocada en AHT (valor absoluto)
+      // CV AHT se analiza en Complejidad & Predictibilidad (best practice)
+      const hasHighAHT = p50Aht > 300; // 5:00 benchmark
+      const ahtBenchmark = 300; // 5:00 objetivo
+
+      if (hasHighAHT) {
+        // Calcular impacto económico por AHT excesivo
+        const excessSeconds = p50Aht - ahtBenchmark;
+        const annualVolume = Math.round(totalVolume * annualizationFactor);
+        const excessHours = Math.round((excessSeconds / 3600) * annualVolume);
+        const ahtExcessCost = Math.round(excessHours * HOURLY_COST);
+
+        // Estimar ahorro con solución Copilot (25-30% reducción AHT)
+        const copilotSavings = Math.round(ahtExcessCost * 0.28);
+
+        // Causa basada en AHT elevado
+        const cause = 'Agentes dedican tiempo excesivo a búsqueda manual de información, navegación entre sistemas y tareas repetitivas.';
+
         analyses.push({
-          finding: `Variabilidad AHT elevada: CV ${avgCVAHT.toFixed(0)}% (benchmark: <60%)`,
+          finding: `AHT elevado: P50 ${Math.floor(p50Aht / 60)}:${String(Math.round(p50Aht) % 60).padStart(2, '0')} (benchmark: 5:00)`,
-          probableCause: skillsHighCV.length > 0
+          probableCause: cause,
-            ? `Falta de scripts estandarizados en ${skillsHighCV.slice(0, 3).map(s => s.skill).join(', ')}. Agentes manejan casos similares de formas muy diferentes.`
+          economicImpact: ahtExcessCost,
-            : 'Procesos no documentados y falta de guías de atención claras.',
+          impactFormula: `${excessHours.toLocaleString()}h × €${HOURLY_COST}/h`,
-          economicImpact: inefficiencyCost,
+          timeSavings: `${excessHours.toLocaleString()} horas/año en exceso de AHT`,
-          impactFormula: `Coste anual × ${(inefficiencyPct * 100).toFixed(1)}% ineficiencia = €${(economicModel.currentAnnualCost/1000).toFixed(0)}K × ${(inefficiencyPct * 100).toFixed(1)}%`,
+          recommendation: `Desplegar Copilot IA para agentes: (1) Auto-búsqueda en KB; (2) Sugerencias contextuales en tiempo real; (3) Scripts guiados para casos frecuentes. Reducción esperada: 20-30% AHT. Ahorro: ${formatCurrency(copilotSavings)}/año.`,
-          recommendation: 'Crear playbooks por tipología de consulta y certificar agentes en procesos estándar.',
+          severity: p50Aht > 420 ? 'critical' : 'warning',
-          severity: avgCVAHT > 120 ? 'critical' : 'warning',
           hasRealData: true
         });
-      }
+      } else {
-
+        // AHT dentro de benchmark - mostrar estado positivo
-      // Análisis de AHT absoluto
-      if (avgAHT > 420) {
-        const excessSeconds = avgAHT - 360;
-        const excessCost = Math.round((excessSeconds / 3600) * totalVolume * 12 * 25);
         analyses.push({
-          finding: `AHT elevado: ${Math.floor(avgAHT / 60)}:${String(Math.round(avgAHT) % 60).padStart(2, '0')} (benchmark: 6:00)`,
+          finding: `AHT dentro de benchmark: P50 ${Math.floor(p50Aht / 60)}:${String(Math.round(p50Aht) % 60).padStart(2, '0')} (benchmark: 5:00)`,
-          probableCause: 'Sistemas de información fragmentados, búsquedas manuales excesivas, o falta de herramientas de asistencia al agente.',
+          probableCause: 'Tiempos de gestión eficientes. Procesos operativos optimizados.',
-          economicImpact: excessCost,
+          economicImpact: 0,
-          impactFormula: `Exceso ${Math.round(excessSeconds)}s × ${totalVolume.toLocaleString()} int/mes × 12 × €25/h`,
+          impactFormula: 'Sin exceso de coste por AHT',
-          recommendation: 'Implementar vista unificada de cliente y herramientas de sugerencia automática.',
+          timeSavings: 'Operación eficiente',
-          severity: avgAHT > 540 ? 'critical' : 'warning',
+          recommendation: 'Mantener nivel actual. Considerar Copilot para mejora continua y reducción adicional de tiempos en casos complejos.',
+          severity: 'info',
           hasRealData: true
         });
       }
       break;
 
     case 'effectiveness_resolution':
-      // Análisis de FCR
+      // Análisis principal: FCR Técnico y tasa de transferencias
+      const annualVolumeEff = Math.round(totalVolume * annualizationFactor);
+      const transferCount = Math.round(annualVolumeEff * (avgTransferRate / 100));
+
+      // Calcular impacto económico de transferencias
+      const transferCostTotal = Math.round(transferCount * CPI_TCO * 0.5);
+
+      // Potencial de mejora con IA
+      const improvementPotential = avgFCR < 90 ? Math.round((90 - avgFCR) / 100 * annualVolumeEff) : 0;
+      const potentialSavingsEff = Math.round(improvementPotential * CPI_TCO * 0.3);
+
+      // Determinar severidad basada en FCR
+      const effSeverity = avgFCR < 70 ? 'critical' : avgFCR < 85 ? 'warning' : 'info';
+
+      // Construir causa basada en datos
+      let effCause = '';
       if (avgFCR < 70) {
-        const recontactRate = (100 - avgFCR) / 100;
+        effCause = skillsLowFCR.length > 0
-        const recontactCost = Math.round(totalVolume * 12 * recontactRate * CPI_TCO);
+          ? `Alta tasa de transferencias (${avgTransferRate.toFixed(0)}%) indica falta de herramientas o autoridad. Crítico en ${skillsLowFCR.slice(0, 2).map(s => s.skill).join(', ')}.`
-        analyses.push({
+          : `Transferencias elevadas (${avgTransferRate.toFixed(0)}%): agentes sin información contextual o sin autoridad para resolver.`;
-          finding: `FCR bajo: ${avgFCR.toFixed(0)}% (benchmark: >75%)`,
+      } else if (avgFCR < 85) {
-          probableCause: skillsLowFCR.length > 0
+        effCause = `Transferencias del ${avgTransferRate.toFixed(0)}% indican oportunidad de mejora con asistencia IA para casos complejos.`;
-            ? `Agentes sin autonomía para resolver en ${skillsLowFCR.slice(0, 2).map(s => s.skill).join(', ')}. Políticas de escalado excesivamente restrictivas.`
+      } else {
-            : 'Falta de información completa en primer contacto o limitaciones de autoridad del agente.',
+        effCause = `FCR Técnico en nivel óptimo. Transferencias del ${avgTransferRate.toFixed(0)}% principalmente en casos que requieren escalación legítima.`;
-          economicImpact: recontactCost,
-          impactFormula: `${totalVolume.toLocaleString()} int × 12 × ${(recontactRate * 100).toFixed(0)}% recontactos × €${CPI_TCO}/int`,
-          recommendation: 'Empoderar agentes con mayor autoridad de resolución y crear Knowledge Base contextual.',
-          severity: avgFCR < 50 ? 'critical' : 'warning',
-          hasRealData: true
-        });
       }
 
-      // Análisis de transferencias
+      // Construir recomendación
-      if (avgTransferRate > 15) {
+      let effRecommendation = '';
-        const transferCost = Math.round(totalVolume * 12 * (avgTransferRate / 100) * CPI_TCO * 0.5);
+      if (avgFCR < 70) {
-        analyses.push({
+        effRecommendation = `Desplegar Knowledge Copilot con búsqueda inteligente en KB + Guided Resolution Copilot para casos complejos. Objetivo: FCR >85%. Potencial ahorro: ${formatCurrency(potentialSavingsEff)}/año.`;
-          finding: `Tasa de transferencias: ${avgTransferRate.toFixed(1)}% (benchmark: <10%)`,
+      } else if (avgFCR < 85) {
-          probableCause: skillsHighTransfer.length > 0
+        effRecommendation = `Implementar Copilot de asistencia en tiempo real: sugerencias contextuales + conexión con expertos virtuales para reducir transferencias. Objetivo: FCR >90%.`;
-            ? `Routing inicial incorrecto hacia ${skillsHighTransfer.slice(0, 2).map(s => s.skill).join(', ')}. IVR no identifica correctamente la intención del cliente.`
+      } else {
-            : 'Reglas de enrutamiento desactualizadas o skills mal definidos.',
+        effRecommendation = `Mantener nivel actual. Considerar IA para análisis de transferencias legítimas y optimización de enrutamiento predictivo.`;
-          economicImpact: transferCost,
-          impactFormula: `${totalVolume.toLocaleString()} int × 12 × ${avgTransferRate.toFixed(1)}% × €${CPI_TCO} × 50% coste adicional`,
-          recommendation: 'Revisar árbol de IVR, actualizar reglas de ACD y capacitar agentes en resolución integral.',
-          severity: avgTransferRate > 25 ? 'critical' : 'warning',
-          hasRealData: true
-        });
       }
+
+      analyses.push({
+        finding: `FCR Técnico: ${avgFCR.toFixed(0)}% | Transferencias: ${avgTransferRate.toFixed(0)}% (benchmark: FCR >85%, Transfer <10%)`,
+        probableCause: effCause,
+        economicImpact: transferCostTotal,
+        impactFormula: `${transferCount.toLocaleString()} transferencias/año × €${CPI_TCO}/int × 50% coste adicional`,
+        timeSavings: `${transferCount.toLocaleString()} transferencias/año (${avgTransferRate.toFixed(0)}% del volumen)`,
+        recommendation: effRecommendation,
+        severity: effSeverity,
+        hasRealData: true
+      });
       break;
 
     case 'volumetry_distribution':
@@ -149,13 +211,16 @@ function generateCausalAnalysis(
       const topSkill = [...heatmapData].sort((a, b) => b.volume - a.volume)[0];
       const topSkillPct = topSkill ? (topSkill.volume / totalVolume) * 100 : 0;
       if (topSkillPct > 40 && topSkill) {
-        const deflectionPotential = Math.round(topSkill.volume * 12 * CPI_TCO * 0.20);
+        const annualTopSkillVolume = Math.round(topSkill.volume * annualizationFactor);
+        const deflectionPotential = Math.round(annualTopSkillVolume * CPI_TCO * 0.20);
+        const interactionsDeflectable = Math.round(annualTopSkillVolume * 0.20);
         analyses.push({
           finding: `Concentración de volumen: ${topSkill.skill} representa ${topSkillPct.toFixed(0)}% del total`,
-          probableCause: 'Dependencia excesiva de un skill puede indicar oportunidad de autoservicio o automatización parcial.',
+          probableCause: `Alta concentración en un skill indica consultas repetitivas con potencial de automatización.`,
           economicImpact: deflectionPotential,
-          impactFormula: `${topSkill.volume.toLocaleString()} int × 12 × €${CPI_TCO} × 20% deflexión potencial`,
+          impactFormula: `${topSkill.volume.toLocaleString()} int × anualización × €${CPI_TCO} × 20% deflexión potencial`,
-          recommendation: `Analizar top consultas de ${topSkill.skill} para identificar candidatas a deflexión digital o FAQ automatizado.`,
+          timeSavings: `${annualTopSkillVolume.toLocaleString()} interacciones/año en ${topSkill.skill} (${interactionsDeflectable.toLocaleString()} automatizables)`,
+          recommendation: `Analizar tipologías de ${topSkill.skill} para deflexión a autoservicio o agente virtual. Potencial: ${formatCurrency(deflectionPotential)}/año.`,
           severity: 'info',
           hasRealData: true
         });
@@ -163,65 +228,103 @@ function generateCausalAnalysis(
       break;
 
     case 'complexity_predictability':
-      // v3.11: Análisis de complejidad basado en hold time y CV
+      // KPI principal: CV AHT (predictability metric per industry standards)
-      if (avgHoldTime > 45) {
+      // Siempre mostrar análisis de CV AHT ya que es el KPI de esta dimensión
-        const excessHold = avgHoldTime - 30;
+      const cvBenchmark = 75; // Best practice: CV AHT < 75%
-        const holdCost = Math.round((excessHold / 3600) * totalVolume * 12 * 25);
+
+      if (avgCVAHT > cvBenchmark) {
+        const staffingCost = Math.round(economicModel.currentAnnualCost * 0.03);
+        const staffingHours = Math.round(staffingCost / HOURLY_COST);
+        const standardizationSavings = Math.round(staffingCost * 0.50);
+
+        // Determinar severidad basada en CV AHT
+        const cvSeverity = avgCVAHT > 125 ? 'critical' : avgCVAHT > 100 ? 'warning' : 'warning';
+
+        // Causa dinámica basada en nivel de variabilidad
+        const cvCause = avgCVAHT > 125
+          ? 'Dispersión extrema en tiempos de atención impide planificación efectiva de recursos. Probable falta de scripts o procesos estandarizados.'
+          : 'Variabilidad moderada en tiempos indica oportunidad de estandarización para mejorar planificación WFM.';
+
         analyses.push({
-          finding: `Hold time elevado: ${avgHoldTime.toFixed(0)}s promedio (benchmark: <30s)`,
+          finding: `CV AHT elevado: ${avgCVAHT.toFixed(0)}% (benchmark: <${cvBenchmark}%)`,
-          probableCause: 'Consultas complejas requieren búsqueda de información durante la llamada. Posible falta de acceso rápido a datos o sistemas.',
+          probableCause: cvCause,
-          economicImpact: holdCost,
+          economicImpact: staffingCost,
-          impactFormula: `Exceso ${Math.round(excessHold)}s × ${totalVolume.toLocaleString()} int × 12 × €25/h`,
+          impactFormula: `~3% del coste operativo por ineficiencia de staffing`,
-          recommendation: 'Implementar acceso contextual a información del cliente y reducir sistemas fragmentados.',
+          timeSavings: `~${staffingHours.toLocaleString()} horas/año en sobre/subdimensionamiento`,
-          severity: avgHoldTime > 60 ? 'critical' : 'warning',
+          recommendation: `Implementar scripts guiados por IA que estandaricen la atención. Reducción esperada: -50% variabilidad. Ahorro: ${formatCurrency(standardizationSavings)}/año.`,
+          severity: cvSeverity,
+          hasRealData: true
+        });
+      } else {
+        // CV AHT dentro de benchmark - mostrar estado positivo
+        analyses.push({
+          finding: `CV AHT dentro de benchmark: ${avgCVAHT.toFixed(0)}% (benchmark: <${cvBenchmark}%)`,
+          probableCause: 'Tiempos de atención consistentes. Buena estandarización de procesos.',
+          economicImpact: 0,
+          impactFormula: 'Sin impacto por variabilidad',
+          timeSavings: 'Planificación WFM eficiente',
+          recommendation: 'Mantener nivel actual. Analizar casos atípicos para identificar oportunidades de mejora continua.',
+          severity: 'info',
           hasRealData: true
         });
       }
 
-      if (avgCVAHT > 100) {
+      // Análisis secundario: Hold Time (proxy de complejidad)
+      if (avgHoldTime > 45) {
+        const excessHold = avgHoldTime - 30;
+        const annualVolumeHold = Math.round(totalVolume * annualizationFactor);
+        const excessHoldHours = Math.round((excessHold / 3600) * annualVolumeHold);
+        const holdCost = Math.round(excessHoldHours * HOURLY_COST);
+        const searchCopilotSavings = Math.round(holdCost * 0.60);
         analyses.push({
-          finding: `Alta impredecibilidad: CV AHT ${avgCVAHT.toFixed(0)}% (benchmark: <75%)`,
+          finding: `Hold time elevado: ${avgHoldTime.toFixed(0)}s promedio (benchmark: <30s)`,
-          probableCause: 'Procesos con alta variabilidad dificultan la planificación de recursos y el staffing.',
+          probableCause: 'Agentes ponen cliente en espera para buscar información. Sistemas no presentan datos de forma contextual.',
-          economicImpact: Math.round(economicModel.currentAnnualCost * 0.03),
+          economicImpact: holdCost,
-          impactFormula: `~3% del coste operativo por ineficiencia de staffing`,
+          impactFormula: `Exceso ${Math.round(excessHold)}s × ${totalVolume.toLocaleString()} int × anualización × €${HOURLY_COST}/h`,
-          recommendation: 'Segmentar procesos por complejidad y estandarizar los más frecuentes.',
+          timeSavings: `${excessHoldHours.toLocaleString()} horas/año de cliente en espera`,
-          severity: 'warning',
+          recommendation: `Desplegar vista 360° con contexto automático: historial, productos y acciones sugeridas visibles al contestar. Reducción esperada: -60% hold time. Ahorro: ${formatCurrency(searchCopilotSavings)}/año.`,
+          severity: avgHoldTime > 60 ? 'critical' : 'warning',
           hasRealData: true
         });
       }
       break;
 
     case 'customer_satisfaction':
-      // v3.11: Solo generar análisis si hay datos de CSAT reales
+      // Solo generar análisis si hay datos de CSAT reales
       if (avgCSAT > 0) {
         if (avgCSAT < 70) {
-          // Estimación conservadora: impacto en retención
+          const annualVolumeCsat = Math.round(totalVolume * annualizationFactor);
-          const churnRisk = Math.round(totalVolume * 12 * 0.02 * 50);  // 2% churn × €50 valor medio
+          const customersAtRisk = Math.round(annualVolumeCsat * 0.02);
+          const churnRisk = Math.round(customersAtRisk * 50);
           analyses.push({
             finding: `CSAT por debajo del objetivo: ${avgCSAT.toFixed(0)}% (benchmark: >80%)`,
-            probableCause: 'Experiencia del cliente subóptima puede estar relacionada con tiempos de espera, resolución incompleta, o trato del agente.',
+            probableCause: 'Clientes insatisfechos por esperas, falta de resolución o experiencia de atención deficiente.',
             economicImpact: churnRisk,
-            impactFormula: `${totalVolume.toLocaleString()} clientes × 12 × 2% riesgo churn × €50 valor`,
+            impactFormula: `${totalVolume.toLocaleString()} clientes × anualización × 2% riesgo churn × €50 valor`,
-            recommendation: 'Implementar programa de voz del cliente (VoC) y cerrar loop de feedback.',
+            timeSavings: `${customersAtRisk.toLocaleString()} clientes/año en riesgo de fuga`,
+            recommendation: `Implementar programa VoC: encuestas post-contacto + análisis de causas raíz + acción correctiva en 48h. Objetivo: CSAT >80%.`,
             severity: avgCSAT < 50 ? 'critical' : 'warning',
             hasRealData: true
           });
         }
       }
-      // Si no hay CSAT, no generamos análisis falso
       break;
 
     case 'economy_cpi':
+    case 'economy_costs':  // También manejar el ID del backend
       // Análisis de CPI
       if (CPI > 3.5) {
         const excessCPI = CPI - CPI_TCO;
-        const potentialSavings = Math.round(totalVolume * 12 * excessCPI);
+        const annualVolumeCpi = Math.round(totalVolume * annualizationFactor);
+        const potentialSavings = Math.round(annualVolumeCpi * excessCPI);
+        const excessHours = Math.round(potentialSavings / HOURLY_COST);
         analyses.push({
           finding: `CPI por encima del benchmark: €${CPI.toFixed(2)} (objetivo: €${CPI_TCO})`,
-          probableCause: 'Combinación de AHT alto, baja productividad efectiva, o costes de personal por encima del mercado.',
+          probableCause: 'Coste por interacción elevado por AHT alto, baja ocupación o estructura de costes ineficiente.',
           economicImpact: potentialSavings,
-          impactFormula: `${totalVolume.toLocaleString()} int × 12 × €${excessCPI.toFixed(2)} exceso CPI`,
+          impactFormula: `${totalVolume.toLocaleString()} int × anualización × €${excessCPI.toFixed(2)} exceso CPI`,
-          recommendation: 'Revisar mix de canales, optimizar procesos para reducir AHT y evaluar modelo de staffing.',
+          timeSavings: `€${excessCPI.toFixed(2)} exceso/int × ${annualVolumeCpi.toLocaleString()} int = ${excessHours.toLocaleString()}h equivalentes`,
+          recommendation: `Optimizar mix de canales + reducir AHT con automatización + revisar modelo de staffing. Objetivo: CPI <€${CPI_TCO}.`,
           severity: CPI > 5 ? 'critical' : 'warning',
           hasRealData: true
         });
@@ -362,11 +465,11 @@ function DimensionCard({
         </div>
       )}
 
-      {/* Análisis Causal Completo - Solo si hay datos */}
+      {/* Hallazgo Clave - Solo si hay datos */}
       {dimension.score >= 0 && causalAnalyses.length > 0 && (
         <div className="p-4 space-y-3">
           <h4 className="text-xs font-semibold text-gray-500 uppercase tracking-wider">
-            Análisis Causal
+            Hallazgo Clave
           </h4>
           {causalAnalyses.map((analysis, idx) => {
             const config = getSeverityConfig(analysis.severity);
@@ -395,10 +498,18 @@ function DimensionCard({
                   <span className="text-xs font-bold text-red-600">
                     {formatCurrency(analysis.economicImpact)}
                   </span>
-                  <span className="text-xs text-gray-500">impacto anual estimado</span>
+                  <span className="text-xs text-gray-500">impacto anual (coste del problema)</span>
                   <span className="text-xs text-gray-400">i</span>
                 </div>
 
+                {/* Ahorro de tiempo - da credibilidad al cálculo económico */}
+                {analysis.timeSavings && (
+                  <div className="ml-6 mb-2 flex items-center gap-2">
+                    <Clock className="w-3 h-3 text-blue-500" />
+                    <span className="text-xs text-blue-700">{analysis.timeSavings}</span>
+                  </div>
+                )}
+
                 {/* Recomendación inline */}
                 <div className="ml-6 p-2 bg-white rounded border border-gray-200">
                   <div className="flex items-start gap-2">
@@ -412,7 +523,7 @@ function DimensionCard({
         </div>
       )}
 
-      {/* Fallback: Hallazgos originales si no hay análisis causal - Solo si hay datos */}
+      {/* Fallback: Hallazgos originales si no hay hallazgo clave - Solo si hay datos */}
       {dimension.score >= 0 && causalAnalyses.length === 0 && findings.length > 0 && (
         <div className="p-4">
           <h4 className="text-xs font-semibold text-gray-500 uppercase tracking-wider mb-2">
@@ -445,7 +556,7 @@ function DimensionCard({
         </div>
       )}
 
-      {/* Recommendations Preview - Solo si no hay análisis causal y hay datos */}
+      {/* Recommendations Preview - Solo si no hay hallazgo clave y hay datos */}
       {dimension.score >= 0 && causalAnalyses.length === 0 && recommendations.length > 0 && (
         <div className="px-4 pb-4">
           <div className="p-3 bg-blue-50 rounded-lg border border-blue-100">
@@ -463,6 +574,29 @@ function DimensionCard({
 // ========== v3.16: COMPONENTE PRINCIPAL ==========
 
 export function DimensionAnalysisTab({ data }: DimensionAnalysisTabProps) {
+  // DEBUG: Verificar CPI en dimensión vs heatmapData
+  const economyDim = data.dimensions.find(d =>
+    d.id === 'economy_costs' || d.name === 'economy_costs' ||
+    d.id === 'economy_cpi' || d.name === 'economy_cpi'
+  );
+  const heatmapData = data.heatmapData;
+  const totalCostVolume = heatmapData.reduce((sum, h) => sum + (h.cost_volume || h.volume), 0);
+  const hasCpiField = heatmapData.some(h => h.cpi !== undefined && h.cpi > 0);
+  const calculatedCPI = hasCpiField
+    ? (totalCostVolume > 0
+        ? heatmapData.reduce((sum, h) => sum + (h.cpi || 0) * (h.cost_volume || h.volume), 0) / totalCostVolume
+        : 0)
+    : (totalCostVolume > 0
+        ? heatmapData.reduce((sum, h) => sum + (h.annual_cost || 0), 0) / totalCostVolume
+        : 0);
+
+  console.log('🔍 DimensionAnalysisTab DEBUG:');
+  console.log('  - economyDim found:', !!economyDim, economyDim?.id || economyDim?.name);
+  console.log('  - economyDim.kpi.value:', economyDim?.kpi?.value);
+  console.log('  - calculatedCPI from heatmapData:', `€${calculatedCPI.toFixed(2)}`);
+  console.log('  - hasCpiField:', hasCpiField);
+  console.log('  - MATCH:', economyDim?.kpi?.value === `€${calculatedCPI.toFixed(2)}`);
+
   // Filter out agentic_readiness (has its own tab)
   const coreDimensions = data.dimensions.filter(d => d.name !== 'agentic_readiness');
 
@@ -473,9 +607,9 @@ export function DimensionAnalysisTab({ data }: DimensionAnalysisTabProps) {
   const getRecommendationsForDimension = (dimensionId: string) =>
     data.recommendations.filter(r => r.dimensionId === dimensionId);
 
-  // Generar análisis causal para cada dimensión
+  // Generar hallazgo clave para cada dimensión
   const getCausalAnalysisForDimension = (dimension: DimensionAnalysis) =>
-    generateCausalAnalysis(dimension, data.heatmapData, data.economicModel);
+    generateCausalAnalysis(dimension, data.heatmapData, data.economicModel, data.staticConfig, data.dateRange);
 
   // Calcular impacto total de todas las dimensiones con datos
   const impactoTotal = coreDimensions

frontend/components/tabs/RoadmapTab.tsx

@@ -24,6 +24,8 @@ import {
   formatNumber,
   formatPercent,
 } from '../../config/designSystem';
+import OpportunityMatrixPro from '../OpportunityMatrixPro';
+import OpportunityPrioritizer from '../OpportunityPrioritizer';
 
 interface RoadmapTabProps {
   data: AnalysisData;
@@ -372,12 +374,6 @@ const formatROI = (roi: number, roiAjustado: number): {
   return { text: roiDisplay, showAjustado, isHighWarning };
 };
 
-const formatCurrency = (value: number): string => {
-  if (value >= 1000000) return `€${(value / 1000000).toFixed(1)}M`;
-  if (value >= 1000) return `€${Math.round(value / 1000)}K`;
-  return `€${value.toLocaleString()}`;
-};
-
 // ========== COMPONENTE: MAPA DE OPORTUNIDADES v3.5 ==========
 // Ejes actualizados:
 // - X: FACTIBILIDAD = Score Agentic Readiness (0-10)
@@ -415,24 +411,31 @@ const CPI_CONFIG = {
   RATE_AUGMENT: 0.15   // 15% mejora en optimización
 };
 
-// v3.6: Calcular ahorro TCO realista con fórmula explícita
+// Período de datos: el volumen corresponde a 11 meses, no es mensual
+const DATA_PERIOD_MONTHS = 11;
+
+// v4.2: Calcular ahorro TCO realista con fórmula explícita
+// IMPORTANTE: El volumen es de 11 meses, se convierte a anual: (Vol/11) × 12
 function calculateTCOSavings(volume: number, tier: AgenticTier): number {
   if (volume === 0) return 0;
 
   const { CPI_HUMANO, CPI_BOT, CPI_ASSIST, CPI_AUGMENT, RATE_AUTOMATE, RATE_ASSIST, RATE_AUGMENT } = CPI_CONFIG;
 
+  // Convertir volumen del período (11 meses) a volumen anual
+  const annualVolume = (volume / DATA_PERIOD_MONTHS) * 12;
+
   switch (tier) {
     case 'AUTOMATE':
-      // Ahorro = Vol × 12 × 70% × (CPI_humano - CPI_bot)
+      // Ahorro = VolAnual × 70% × (CPI_humano - CPI_bot)
-      return Math.round(volume * 12 * RATE_AUTOMATE * (CPI_HUMANO - CPI_BOT));
+      return Math.round(annualVolume * RATE_AUTOMATE * (CPI_HUMANO - CPI_BOT));
 
     case 'ASSIST':
-      // Ahorro = Vol × 12 × 30% × (CPI_humano - CPI_assist)
+      // Ahorro = VolAnual × 30% × (CPI_humano - CPI_assist)
-      return Math.round(volume * 12 * RATE_ASSIST * (CPI_HUMANO - CPI_ASSIST));
+      return Math.round(annualVolume * RATE_ASSIST * (CPI_HUMANO - CPI_ASSIST));
 
     case 'AUGMENT':
-      // Ahorro = Vol × 12 × 15% × (CPI_humano - CPI_augment)
+      // Ahorro = VolAnual × 15% × (CPI_humano - CPI_augment)
-      return Math.round(volume * 12 * RATE_AUGMENT * (CPI_HUMANO - CPI_AUGMENT));
+      return Math.round(annualVolume * RATE_AUGMENT * (CPI_HUMANO - CPI_AUGMENT));
 
     case 'HUMAN-ONLY':
     default:
@@ -1736,12 +1739,13 @@ export function RoadmapTab({ data }: RoadmapTabProps) {
   const totalVolume = Object.values(tierVolumes).reduce((a, b) => a + b, 0) || 1;
 
   // Calcular ahorros potenciales por tier usando fórmula TCO
+  // IMPORTANTE: El volumen es de 11 meses, se convierte a anual: (Vol/11) × 12
   const { CPI_HUMANO, CPI_BOT, CPI_ASSIST, CPI_AUGMENT, RATE_AUTOMATE, RATE_ASSIST, RATE_AUGMENT } = CPI_CONFIG;
 
   const potentialSavings = {
-    AUTOMATE: Math.round(tierVolumes.AUTOMATE * 12 * RATE_AUTOMATE * (CPI_HUMANO - CPI_BOT)),
+    AUTOMATE: Math.round((tierVolumes.AUTOMATE / DATA_PERIOD_MONTHS) * 12 * RATE_AUTOMATE * (CPI_HUMANO - CPI_BOT)),
-    ASSIST: Math.round(tierVolumes.ASSIST * 12 * RATE_ASSIST * (CPI_HUMANO - CPI_ASSIST)),
+    ASSIST: Math.round((tierVolumes.ASSIST / DATA_PERIOD_MONTHS) * 12 * RATE_ASSIST * (CPI_HUMANO - CPI_ASSIST)),
-    AUGMENT: Math.round(tierVolumes.AUGMENT * 12 * RATE_AUGMENT * (CPI_HUMANO - CPI_AUGMENT))
+    AUGMENT: Math.round((tierVolumes.AUGMENT / DATA_PERIOD_MONTHS) * 12 * RATE_AUGMENT * (CPI_HUMANO - CPI_AUGMENT))
   };
 
   // Colas que necesitan Wave 1 (Tier 3 + 4)
@@ -1797,7 +1801,7 @@ export function RoadmapTab({ data }: RoadmapTabProps) {
       borderColor: 'border-amber-200',
       inversionSetup: 35000,
       costoRecurrenteAnual: 40000,
-      ahorroAnual: potentialSavings.AUGMENT || 58000, // 15% efficiency
+      ahorroAnual: potentialSavings.AUGMENT, // 15% efficiency - calculado desde datos reales
       esCondicional: true,
       condicion: 'Requiere CV ≤75% post-Wave 1 en colas target',
       porQueNecesario: `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 ${tierCounts.AUGMENT.length} colas con ${tierVolumes.AUGMENT.toLocaleString()} int/mes.`,
@@ -1830,7 +1834,7 @@ export function RoadmapTab({ data }: RoadmapTabProps) {
       borderColor: 'border-blue-200',
       inversionSetup: 70000,
       costoRecurrenteAnual: 78000,
-      ahorroAnual: potentialSavings.ASSIST || 145000, // 30% efficiency
+      ahorroAnual: potentialSavings.ASSIST, // 30% efficiency - calculado desde datos reales
       esCondicional: true,
       condicion: 'Requiere Score ≥5.5 Y CV ≤90% Y Transfer ≤30%',
       porQueNecesario: `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: ${tierCounts.ASSIST.length} colas con ${tierVolumes.ASSIST.toLocaleString()} int/mes.`,
@@ -1864,7 +1868,7 @@ export function RoadmapTab({ data }: RoadmapTabProps) {
       borderColor: 'border-emerald-200',
       inversionSetup: 85000,
       costoRecurrenteAnual: 108000,
-      ahorroAnual: potentialSavings.AUTOMATE || 380000, // 70% containment
+      ahorroAnual: potentialSavings.AUTOMATE, // 70% containment - calculado desde datos reales
       esCondicional: true,
       condicion: 'Requiere Score ≥7.5 Y CV ≤75% Y Transfer ≤20% Y FCR ≥50%',
       porQueNecesario: `Automatización end-to-end para colas Tier 1. Voicebot/Chatbot transaccional con 70% contención. Solo viable con procesos maduros. Target actual: ${tierCounts.AUTOMATE.length} colas con ${tierVolumes.AUTOMATE.toLocaleString()} int/mes.`,
@@ -1906,9 +1910,10 @@ export function RoadmapTab({ data }: RoadmapTabProps) {
   const wave4Setup = 85000;
   const wave4Rec = 108000;
 
-  const wave2Savings = potentialSavings.AUGMENT || Math.round(tierVolumes.AUGMENT * 12 * 0.15 * 0.33);
+  // Usar potentialSavings (ya corregidos con factor 12/11)
-  const wave3Savings = potentialSavings.ASSIST || Math.round(tierVolumes.ASSIST * 12 * 0.30 * 0.83);
+  const wave2Savings = potentialSavings.AUGMENT;
-  const wave4Savings = potentialSavings.AUTOMATE || Math.round(tierVolumes.AUTOMATE * 12 * 0.70 * 2.18);
+  const wave3Savings = potentialSavings.ASSIST;
+  const wave4Savings = potentialSavings.AUTOMATE;
 
   // Escenario 1: Conservador (Wave 1-2: FOUNDATION + AUGMENT)
   const consInversion = wave1Setup + wave2Setup;
@@ -2520,85 +2525,17 @@ export function RoadmapTab({ data }: RoadmapTabProps) {
                 </div>
 
                 <div className="p-4 space-y-4">
-                  {/* ENFOQUE DUAL: Explicación + Tabla comparativa */}
+                  {/* ENFOQUE DUAL: Párrafo explicativo */}
                   {recType === 'DUAL' && (
-                    <>
+                    <p className="text-sm text-gray-600 leading-relaxed">
-                      {/* Explicación de los dos tracks */}
+                      La Estrategia Dual consiste en ejecutar dos líneas de trabajo en paralelo:
-                      <div className="grid grid-cols-2 gap-4 text-sm">
+                      <strong className="text-gray-800"> Quick Win</strong> automatiza inmediatamente las {pilotQueues.length} colas
-                        <div className="p-3 bg-gray-50 rounded-lg">
+                      ya preparadas (Tier AUTOMATE, {Math.round(totalVolume > 0 ? (tierVolumes.AUTOMATE / totalVolume) * 100 : 0)}% del volumen), generando retorno desde el primer mes;
-                          <p className="font-semibold text-gray-800 mb-1">Track A: Quick Win</p>
+                      mientras que <strong className="text-gray-800">Foundation</strong> prepara el {Math.round(assistPct + augmentPct)}%
-                          <p className="text-xs text-gray-600">
+                      restante del volumen (Tiers ASSIST y AUGMENT) estandarizando procesos y reduciendo variabilidad para habilitar
-                            Automatización inmediata de las colas ya preparadas (Tier AUTOMATE).
+                      automatización futura. Este enfoque maximiza el time-to-value: Quick Win financia la transformación y genera
-                            Genera retorno desde el primer mes y valida el modelo de IA con bajo riesgo.
+                      confianza organizacional, mientras Foundation amplía progresivamente el alcance de la automatización.
-                          </p>
+                    </p>
-                        </div>
-                        <div className="p-3 bg-gray-50 rounded-lg">
-                          <p className="font-semibold text-gray-800 mb-1">Track B: Foundation</p>
-                          <p className="text-xs text-gray-600">
-                            Preparación de las colas que aún no están listas (Tier 3-4).
-                            Estandariza procesos y reduce variabilidad para habilitar automatización futura.
-                          </p>
-                        </div>
-                      </div>
-
-                      {/* Tabla comparativa */}
-                      <table className="w-full text-sm">
-                        <thead>
-                          <tr className="border-b border-gray-200">
-                            <th className="text-left py-2 font-medium text-gray-500"></th>
-                            <th className="text-center py-2 font-medium text-gray-700">Quick Win</th>
-                            <th className="text-center py-2 font-medium text-gray-700">Foundation</th>
-                          </tr>
-                        </thead>
-                        <tbody className="text-gray-600">
-                          <tr className="border-b border-gray-100">
-                            <td className="py-2 text-gray-500 text-xs">Alcance</td>
-                            <td className="py-2 text-center">
-                              <span className="font-medium text-gray-800">{pilotQueues.length} colas</span>
-                              <span className="text-xs text-gray-400 block">{pilotVolume.toLocaleString()} int/mes</span>
-                            </td>
-                            <td className="py-2 text-center">
-                              <span className="font-medium text-gray-800">{tierCounts['HUMAN-ONLY'].length + tierCounts.AUGMENT.length} colas</span>
-                              <span className="text-xs text-gray-400 block">Wave 1 + Wave 2</span>
-                            </td>
-                          </tr>
-                          <tr className="border-b border-gray-100">
-                            <td className="py-2 text-gray-500 text-xs">Inversión</td>
-                            <td className="py-2 text-center font-medium text-gray-800">{formatCurrency(pilotInversionTotal)}</td>
-                            <td className="py-2 text-center font-medium text-gray-800">{formatCurrency(wave1Setup + wave2Setup)}</td>
-                          </tr>
-                          <tr className="border-b border-gray-100">
-                            <td className="py-2 text-gray-500 text-xs">Retorno</td>
-                            <td className="py-2 text-center">
-                              <span className="font-medium text-gray-800">{formatCurrency(pilotAhorroAjustado)}/año</span>
-                              <span className="text-xs text-gray-400 block">directo (ajustado 50%)</span>
-                            </td>
-                            <td className="py-2 text-center">
-                              <span className="font-medium text-gray-800">{formatCurrency(potentialSavings.ASSIST + potentialSavings.AUGMENT)}/año</span>
-                              <span className="text-xs text-gray-400 block">habilitado (indirecto)</span>
-                            </td>
-                          </tr>
-                          <tr className="border-b border-gray-100">
-                            <td className="py-2 text-gray-500 text-xs">Timeline</td>
-                            <td className="py-2 text-center text-gray-800">2-3 meses</td>
-                            <td className="py-2 text-center text-gray-800">6-9 meses</td>
-                          </tr>
-                          <tr>
-                            <td className="py-2 text-gray-500 text-xs">ROI Year 1</td>
-                            <td className="py-2 text-center">
-                              <span className="font-semibold text-gray-900">{pilotROIDisplay.display}</span>
-                            </td>
-                            <td className="py-2 text-center text-gray-500 text-xs">No aplica (habilitador)</td>
-                          </tr>
-                        </tbody>
-                      </table>
-
-                      <div className="text-xs text-gray-500 border-t border-gray-100 pt-3">
-                        <strong className="text-gray-700">¿Por qué dos tracks?</strong> Quick Win genera caja y confianza desde el inicio.
-                        Foundation prepara el {Math.round(assistPct + augmentPct)}% restante del volumen para fases posteriores.
-                        Ejecutarlos en paralelo acelera el time-to-value total.
-                      </div>
-                    </>
                   )}
 
                   {/* FOUNDATION PRIMERO */}
@@ -2765,6 +2702,16 @@ export function RoadmapTab({ data }: RoadmapTabProps) {
         )}
       </Card>
 
+      {/* ═══════════════════════════════════════════════════════════════════════════
+          OPORTUNIDADES PRIORIZADAS - Nueva visualización clara y accionable
+          ═══════════════════════════════════════════════════════════════════════════ */}
+      {data.opportunities && data.opportunities.length > 0 && (
+        <OpportunityPrioritizer
+          opportunities={data.opportunities}
+          drilldownData={data.drilldownData}
+        />
+      )}
+
     </div>
   );
 }

frontend/types.ts

@@ -96,7 +96,8 @@ export interface OriginalQueueMetrics {
   aht_mean: number;           // AHT promedio (segundos)
   cv_aht: number;             // CV AHT calculado solo sobre VALID (%)
   transfer_rate: number;      // Tasa de transferencia (%)
-  fcr_rate: number;           // FCR (%)
+  fcr_rate: number;           // FCR Real (%) - usa fcr_real_flag, incluye filtro recontacto 7d
+  fcr_tecnico: number;        // FCR Técnico (%) = 100 - transfer_rate, comparable con benchmarks
   agenticScore: number;       // Score de automatización (0-10)
   scoreBreakdown?: AgenticScoreBreakdown;  // v3.4: Desglose por factores
   tier: AgenticTier;          // v3.4: Clasificación para roadmap
@@ -115,7 +116,8 @@ export interface DrilldownDataPoint {
   aht_mean: number;           // AHT promedio ponderado (segundos)
   cv_aht: number;             // CV AHT promedio ponderado (%)
   transfer_rate: number;      // Tasa de transferencia ponderada (%)
-  fcr_rate: number;           // FCR ponderado (%)
+  fcr_rate: number;           // FCR Real ponderado (%) - usa fcr_real_flag
+  fcr_tecnico: number;        // FCR Técnico ponderado (%) = 100 - transfer_rate
   agenticScore: number;       // Score de automatización promedio (0-10)
   isPriorityCandidate: boolean;  // Al menos una cola con CV < 75%
   annualCost?: number;        // Coste anual total del grupo
@@ -128,7 +130,9 @@ export interface SkillMetrics {
   channel: string;            // Canal predominante
 
   // Métricas de rendimiento (calculadas)
-  fcr: number;                // FCR aproximado: 100% - transfer_rate
+  fcr: number;                // FCR Real: (transfer_flag == FALSE) AND (repeat_call_7d == FALSE) - sin recontacto 7 días
+  fcr_tecnico: number;        // FCR Técnico: 100% - transfer_rate (comparable con benchmarks de industria)
+  fcr_real: number;           // Alias de fcr - FCR Real con filtro de recontacto 7 días
   aht: number;                // AHT = duration_talk + hold_time + wrap_up_time
   avg_talk_time: number;      // Promedio duration_talk
   avg_hold_time: number;      // Promedio hold_time
@@ -205,16 +209,21 @@ export interface HeatmapDataPoint {
   skill: string;
   segment?: CustomerSegment;  // Segmento de cliente (high/medium/low)
   volume: number;  // Volumen mensual de interacciones
-  aht_seconds: number;  // AHT en segundos (para cálculo de coste)
+  cost_volume?: number;  // Volumen usado para calcular coste (non-abandon)
+  aht_seconds: number;  // AHT "limpio" en segundos (solo valid, excluye noise/zombie/abandon) - para métricas de calidad
+  aht_total?: number;  // AHT "total" en segundos (ALL rows incluyendo noise/zombie/abandon) - solo informativo
+  aht_benchmark?: number;  // AHT "tradicional" en segundos (incluye noise, excluye zombie/abandon) - para comparación con benchmarks de industria
   metrics: {
-    fcr: number;    // First Contact Resolution score (0-100) - CALCULADO
+    fcr: number;    // FCR Real: sin transferencia Y sin recontacto 7 días (0-100) - CALCULADO
+    fcr_tecnico?: number;  // FCR Técnico: sin transferencia (comparable con benchmarks industria)
     aht: number;    // Average Handle Time score (0-100, donde 100 es óptimo) - CALCULADO
     csat: number;   // Customer Satisfaction score (0-100) - MANUAL (estático)
     hold_time: number;  // Hold Time promedio (segundos) - CALCULADO
     transfer_rate: number;  // % transferencias - CALCULADO
     abandonment_rate: number;  // % abandonos - CALCULADO
   };
-  annual_cost?: number;  // Coste anual en euros (calculado con cost_per_hour)
+  annual_cost?: number;  // Coste total del período (calculado con cost_per_hour)
+  cpi?: number;  // Coste por interacción = total_cost / cost_volume
   
   // v2.0: Métricas de variabilidad interna
   variability: {

frontend/utils/analysisGenerator.ts

@@ -1,6 +1,6 @@
 // analysisGenerator.ts - v2.0 con 6 dimensiones
 import type { AnalysisData, Kpi, DimensionAnalysis, HeatmapDataPoint, Opportunity, RoadmapInitiative, EconomicModelData, BenchmarkDataPoint, Finding, Recommendation, TierKey, CustomerSegment, RawInteraction, DrilldownDataPoint, AgenticTier } from '../types';
-import { generateAnalysisFromRealData, calculateDrilldownMetrics, generateOpportunitiesFromDrilldown, generateRoadmapFromDrilldown } from './realDataAnalysis';
+import { generateAnalysisFromRealData, calculateDrilldownMetrics, generateOpportunitiesFromDrilldown, generateRoadmapFromDrilldown, calculateSkillMetrics, generateHeatmapFromMetrics, clasificarTierSimple } from './realDataAnalysis';
 import { RoadmapPhase } from '../types';
 import { BarChartHorizontal, Zap, Target, Brain, Bot } from 'lucide-react';
 import { calculateAgenticReadinessScore, type AgenticReadinessInput } from './agenticReadinessV2';
@@ -9,7 +9,7 @@ import {
   mapBackendResultsToAnalysisData,
   buildHeatmapFromBackend,
 } from './backendMapper';
-import { saveFileToServerCache, saveDrilldownToServerCache, getCachedDrilldown } from './serverCache';
+import { saveFileToServerCache, saveDrilldownToServerCache, getCachedDrilldown, downloadCachedFile } from './serverCache';
 
 
 
@@ -532,9 +532,12 @@ const generateHeatmapData = (
         const transfer_rate = randomInt(5, 35); // %
         const fcr_approx = 100 - transfer_rate; // FCR aproximado
         
-        // Coste anual
+        // Coste del período (mensual) - con factor de productividad 70%
-        const annual_volume = volume * 12;
+        const effectiveProductivity = 0.70;
-        const annual_cost = Math.round(annual_volume * aht_mean * COST_PER_SECOND);
+        const period_cost = Math.round((aht_mean / 3600) * costPerHour * volume / effectiveProductivity);
+        const annual_cost = period_cost;  // Renombrado por compatibilidad, pero es coste mensual
+        // CPI = coste por interacción
+        const cpi = volume > 0 ? period_cost / volume : 0;
         
         // === NUEVA LÓGICA: 3 DIMENSIONES ===
         
@@ -597,6 +600,7 @@ const generateHeatmapData = (
             skill,
             segment,
             volume,
+            cost_volume: volume,  // En datos sintéticos, asumimos que todos son non-abandon
             aht_seconds: aht_mean, // Renombrado para compatibilidad
             metrics: {
                 fcr: isNaN(fcr_approx) ? 0 : Math.max(0, Math.min(100, Math.round(fcr_approx))),
@@ -606,6 +610,7 @@ const generateHeatmapData = (
                 transfer_rate: isNaN(transfer_rate) ? 0 : Math.max(0, Math.min(100, Math.round(transfer_rate * 100)))
             },
             annual_cost,
+            cpi,
             variability: {
                 cv_aht: Math.round(cv_aht * 100), // Convertir a porcentaje
                 cv_talk_time: 0, // Deprecado en v2.1
@@ -624,29 +629,6 @@ const generateHeatmapData = (
     });
 };
 
-// v3.0: Oportunidades con nuevas dimensiones
-const generateOpportunityMatrixData = (): Opportunity[] => {
-    const opportunities = [
-        { id: 'opp1', name: 'Automatizar consulta de pedidos', savings: 85000, dimensionId: 'agentic_readiness', customer_segment: 'medium' as CustomerSegment },
-        { id: 'opp2', name: 'Implementar Knowledge Base dinámica', savings: 45000, dimensionId: 'operational_efficiency', customer_segment: 'high' as CustomerSegment },
-        { id: 'opp3', name: 'Chatbot de triaje inicial', savings: 120000, dimensionId: 'effectiveness_resolution', customer_segment: 'medium' as CustomerSegment },
-        { id: 'opp4', name: 'Reducir complejidad en colas críticas', savings: 30000, dimensionId: 'complexity_predictability', customer_segment: 'high' as CustomerSegment },
-        { id: 'opp5', name: 'Cobertura 24/7 con agentes virtuales', savings: 65000, dimensionId: 'volumetry_distribution', customer_segment: 'low' as CustomerSegment },
-    ];
-    return opportunities.map(opp => ({ ...opp, impact: randomInt(3, 10), feasibility: randomInt(2, 9) }));
-};
-
-// v3.0: Roadmap con nuevas dimensiones
-const generateRoadmapData = (): RoadmapInitiative[] => {
-    return [
-        { id: 'r1', name: 'Chatbot de estado de pedido', phase: RoadmapPhase.Automate, timeline: 'Q1 2025', investment: 25000, resources: ['1x Bot Developer', 'API Access'], dimensionId: 'agentic_readiness', risk: 'low' },
-        { id: 'r2', name: 'Implementar Knowledge Base dinámica', phase: RoadmapPhase.Assist, timeline: 'Q1 2025', investment: 15000, resources: ['1x PM', 'Content Team'], dimensionId: 'operational_efficiency', risk: 'low' },
-        { id: 'r3', name: 'Agent Assist para sugerencias en real-time', phase: RoadmapPhase.Assist, timeline: 'Q2 2025', investment: 45000, resources: ['2x AI Devs', 'QA Team'], dimensionId: 'effectiveness_resolution', risk: 'medium' },
-        { id: 'r4', name: 'Estandarización de procesos complejos', phase: RoadmapPhase.Augment, timeline: 'Q3 2025', investment: 30000, resources: ['Process Analyst', 'Training Team'], dimensionId: 'complexity_predictability', risk: 'medium' },
-        { id: 'r5', name: 'Cobertura 24/7 con agentes virtuales', phase: RoadmapPhase.Augment, timeline: 'Q4 2025', investment: 75000, resources: ['Lead AI Engineer', 'Data Scientist'], dimensionId: 'volumetry_distribution', risk: 'high' },
-    ];
-};
-
 // v2.0: Añadir NPV y costBreakdown
 const generateEconomicModelData = (): EconomicModelData => {
     const currentAnnualCost = randomInt(800000, 2500000);
@@ -691,123 +673,6 @@ const generateEconomicModelData = (): EconomicModelData => {
     };
 };
 
-// v2.x: Generar Opportunity Matrix a partir de datos REALES (heatmap + modelo económico)
-const generateOpportunitiesFromHeatmap = (
-  heatmapData: HeatmapDataPoint[],
-  economicModel?: EconomicModelData
-): Opportunity[] => {
-  if (!heatmapData || heatmapData.length === 0) return [];
-
-  // Ahorro anual total calculado por el backend (si existe)
-  const globalSavings = economicModel?.annualSavings ?? 0;
-
-  // 1) Calculamos un "peso" por skill en función de:
-  //    - coste anual
-  //    - ineficiencia (FCR bajo)
-  //    - readiness (facilidad para automatizar)
-  const scored = heatmapData.map((h) => {
-    const annualCost = h.annual_cost ?? 0;
-    const readiness = h.automation_readiness ?? 0;
-    const fcrScore = h.metrics?.fcr ?? 0;
-
-    // FCR bajo => más ineficiencia
-    const ineffPenalty = Math.max(0, 100 - fcrScore); // 0–100
-    // Peso base: coste alto + ineficiencia alta + readiness alto
-    const baseWeight =
-      annualCost *
-      (1 + ineffPenalty / 100) *
-      (0.3 + 0.7 * (readiness / 100));
-
-    const weight = !Number.isFinite(baseWeight) || baseWeight < 0 ? 0 : baseWeight;
-
-    return { heat: h, weight };
-  });
-
-  const totalWeight =
-    scored.reduce((sum, s) => sum + s.weight, 0) || 1;
-
-  // 2) Asignamos "savings" (ahorro potencial) por skill
-  const opportunitiesWithSavings = scored.map((s) => {
-    const { heat } = s;
-    const annualCost = heat.annual_cost ?? 0;
-
-    // Si el backend nos da un ahorro anual total, lo distribuimos proporcionalmente
-    const savings =
-      globalSavings > 0 && totalWeight > 0
-        ? (globalSavings * s.weight) / totalWeight
-        : // Si no hay dato de ahorro global, suponemos un 20% del coste anual
-          annualCost * 0.2;
-
-    return {
-      heat,
-      savings: Math.max(0, savings),
-    };
-  });
-
-  const maxSavings =
-    opportunitiesWithSavings.reduce(
-      (max, s) => (s.savings > max ? s.savings : max),
-      0
-    ) || 1;
-
-  // 3) Construimos cada oportunidad
-  return opportunitiesWithSavings.map((item, index) => {
-    const { heat, savings } = item;
-    const skillName = heat.skill || `Skill ${index + 1}`;
-
-    // Impacto: relativo al mayor ahorro
-    const impactRaw = (savings / maxSavings) * 10;
-    const impact = Math.max(
-      3,
-      Math.min(10, Math.round(impactRaw))
-    );
-
-    // Factibilidad base: a partir del automation_readiness (0–100)
-    const readiness = heat.automation_readiness ?? 0;
-    const feasibilityRaw = (readiness / 100) * 7 + 3; // 3–10
-    const feasibility = Math.max(
-      3,
-      Math.min(10, Math.round(feasibilityRaw))
-    );
-
-    // Dimensión a la que lo vinculamos
-    const dimensionId =
-      readiness >= 70
-        ? 'agentic_readiness'
-        : readiness >= 40
-        ? 'effectiveness_resolution'
-        : 'complexity_predictability';
-
-    // Segmento de cliente (high/medium/low) si lo tenemos
-    const customer_segment = heat.segment;
-
-    // Nombre legible que incluye el skill -> esto ayuda a
-    // OpportunityMatrixPro a encontrar el skill en el heatmap
-    const namePrefix =
-      readiness >= 70
-        ? 'Automatizar '
-        : readiness >= 40
-        ? 'Asistir con IA en '
-        : 'Optimizar procesos en ';
-
-    const idSlug = skillName
-      .toLowerCase()
-      .replace(/[^a-z0-9]+/g, '_')
-      .replace(/^_+|_+$/g, '');
-
-    return {
-      id: `opp_${index + 1}_${idSlug}`,
-      name: `${namePrefix}${skillName}`,
-      impact,
-      feasibility,
-      savings: Math.round(savings),
-      dimensionId,
-      customer_segment,
-    };
-  });
-};
-
-
 // v2.0: Añadir percentiles múltiples
 const generateBenchmarkData = (): BenchmarkDataPoint[] => {
     const userAHT = randomInt(380, 450);
@@ -929,27 +794,95 @@ export const generateAnalysis = async (
       // Añadir dateRange extraído del archivo
       mapped.dateRange = dateRange;
 
-      // Heatmap: primero lo construimos a partir de datos reales del backend
+      // Heatmap: usar cálculos del frontend (parsedInteractions) para consistencia
-      mapped.heatmapData = buildHeatmapFromBackend(
+      // Esto asegura que dashboard muestre los mismos valores que los logs de realDataAnalysis
-        raw,
+      if (parsedInteractions && parsedInteractions.length > 0) {
-        costPerHour,
+        const skillMetrics = calculateSkillMetrics(parsedInteractions, costPerHour);
-        avgCsat,
+        mapped.heatmapData = generateHeatmapFromMetrics(skillMetrics, avgCsat, segmentMapping);
-        segmentMapping
+        console.log('📊 Heatmap generado desde frontend (parsedInteractions) - métricas consistentes');
-      );
+      } else {
+        // Fallback: usar backend si no hay parsedInteractions
+        mapped.heatmapData = buildHeatmapFromBackend(
+          raw,
+          costPerHour,
+          avgCsat,
+          segmentMapping
+        );
+        console.log('📊 Heatmap generado desde backend (fallback - sin parsedInteractions)');
+      }
+
+      // v4.5: SINCRONIZAR CPI de dimensión economía con heatmapData para consistencia entre tabs
+      // El heatmapData contiene el CPI calculado correctamente (con cost_volume ponderado)
+      // La dimensión economía fue calculada en mapBackendResultsToAnalysisData con otra fórmula
+      // Actualizamos la dimensión para que muestre el mismo valor que Executive Summary
+      if (mapped.heatmapData && mapped.heatmapData.length > 0) {
+        const heatmapData = mapped.heatmapData;
+        const totalCostVolume = heatmapData.reduce((sum, h) => sum + (h.cost_volume || h.volume), 0);
+        const hasCpiField = heatmapData.some(h => h.cpi !== undefined && h.cpi > 0);
+
+        let globalCPI: number;
+        if (hasCpiField) {
+          // CPI real disponible: promedio ponderado por cost_volume
+          globalCPI = totalCostVolume > 0
+            ? heatmapData.reduce((sum, h) => sum + (h.cpi || 0) * (h.cost_volume || h.volume), 0) / totalCostVolume
+            : 0;
+        } else {
+          // Fallback: annual_cost / cost_volume
+          const totalAnnualCost = heatmapData.reduce((sum, h) => sum + (h.annual_cost || 0), 0);
+          globalCPI = totalCostVolume > 0 ? totalAnnualCost / totalCostVolume : 0;
+        }
+
+        // Actualizar la dimensión de economía con el CPI calculado desde heatmap
+        // Buscar tanto economy_costs (backend) como economy_cpi (frontend fallback)
+        const economyDimIdx = mapped.dimensions.findIndex(d =>
+          d.id === 'economy_costs' || d.name === 'economy_costs' ||
+          d.id === 'economy_cpi' || d.name === 'economy_cpi'
+        );
+        if (economyDimIdx >= 0 && globalCPI > 0) {
+          // Usar benchmark de aerolíneas (€3.50) para consistencia con ExecutiveSummaryTab
+          // Percentiles: p25=2.20, p50=3.50, p75=4.50, p90=5.50
+          const CPI_BENCHMARK = 3.50;
+          const cpiDiff = globalCPI - CPI_BENCHMARK;
+          // Para CPI invertido: menor es mejor
+          const cpiStatus = cpiDiff <= 0 ? 'positive' : cpiDiff <= 0.5 ? 'neutral' : 'negative';
+
+          // Calcular score basado en percentiles aerolíneas
+          let newScore: number;
+          if (globalCPI <= 2.20) newScore = 100;
+          else if (globalCPI <= 3.50) newScore = 80;
+          else if (globalCPI <= 4.50) newScore = 60;
+          else if (globalCPI <= 5.50) newScore = 40;
+          else newScore = 20;
+
+          mapped.dimensions[economyDimIdx].score = newScore;
+          mapped.dimensions[economyDimIdx].kpi = {
+            label: 'Coste por Interacción',
+            value: `€${globalCPI.toFixed(2)}`,
+            change: `vs benchmark €${CPI_BENCHMARK.toFixed(2)}`,
+            changeType: cpiStatus as 'positive' | 'neutral' | 'negative'
+          };
+          console.log(`💰 CPI sincronizado: €${globalCPI.toFixed(2)}, score: ${newScore}`);
+        }
+      }
 
       // v3.5: Calcular drilldownData PRIMERO (necesario para opportunities y roadmap)
       if (parsedInteractions && parsedInteractions.length > 0) {
         mapped.drilldownData = calculateDrilldownMetrics(parsedInteractions, costPerHour);
         console.log(`📊 Drill-down calculado: ${mapped.drilldownData.length} skills, ${mapped.drilldownData.filter(d => d.isPriorityCandidate).length} candidatos prioritarios`);
 
-        // Cachear drilldownData en el servidor para uso futuro (no bloquea)
+        // v4.4: Cachear drilldownData en el servidor ANTES de retornar (fix: era fire-and-forget)
+        // Esto asegura que el cache esté disponible cuando el usuario haga "Usar Cache"
         if (authHeaderOverride && mapped.drilldownData.length > 0) {
-          saveDrilldownToServerCache(authHeaderOverride, mapped.drilldownData)
+          try {
-            .then(success => {
+            const cacheSuccess = await saveDrilldownToServerCache(authHeaderOverride, mapped.drilldownData);
-              if (success) console.log('💾 DrilldownData cacheado en servidor');
+            if (cacheSuccess) {
-              else console.warn('⚠️ No se pudo cachear drilldownData');
+              console.log('💾 DrilldownData cacheado en servidor correctamente');
-            })
+            } else {
-            .catch(err => console.warn('⚠️ Error cacheando drilldownData:', err));
+              console.warn('⚠️ No se pudo cachear drilldownData - fallback a heatmap en próximo uso');
+            }
+          } catch (cacheErr) {
+            console.warn('⚠️ Error cacheando drilldownData:', cacheErr);
+          }
         }
 
         // Usar oportunidades y roadmap basados en drilldownData (datos reales)
@@ -957,13 +890,11 @@ export const generateAnalysis = async (
         mapped.roadmap = generateRoadmapFromDrilldown(mapped.drilldownData, costPerHour);
         console.log(`📊 Opportunities: ${mapped.opportunities.length}, Roadmap: ${mapped.roadmap.length}`);
       } else {
-        console.warn('⚠️ No hay interacciones parseadas, usando heatmap para opportunities');
+        console.warn('⚠️ No hay interacciones parseadas, usando heatmap para drilldown');
-        // Fallback: usar heatmap (menos preciso)
+        // v4.3: Generar drilldownData desde heatmap para usar mismas funciones
-        mapped.opportunities = generateOpportunitiesFromHeatmap(
+        mapped.drilldownData = generateDrilldownFromHeatmap(mapped.heatmapData, costPerHour);
-          mapped.heatmapData,
+        mapped.opportunities = generateOpportunitiesFromDrilldown(mapped.drilldownData, costPerHour);
-          mapped.economicModel
+        mapped.roadmap = generateRoadmapFromDrilldown(mapped.drilldownData, costPerHour);
-        );
-        mapped.roadmap = generateRoadmapData();
       }
 
       // Findings y recommendations
@@ -1143,6 +1074,78 @@ export const generateAnalysisFromCache = async (
     );
     console.log('📊 Heatmap data points:', mapped.heatmapData?.length || 0);
 
+    // v4.6: SINCRONIZAR CPI de dimensión economía con heatmapData para consistencia entre tabs
+    // (Mismo fix que en generateAnalysis - necesario para path de cache)
+    if (mapped.heatmapData && mapped.heatmapData.length > 0) {
+      const heatmapData = mapped.heatmapData;
+      const totalCostVolume = heatmapData.reduce((sum, h) => sum + (h.cost_volume || h.volume), 0);
+      const hasCpiField = heatmapData.some(h => h.cpi !== undefined && h.cpi > 0);
+
+      // DEBUG: Log CPI calculation details
+      console.log('🔍 CPI SYNC DEBUG (cache):');
+      console.log('  - heatmapData length:', heatmapData.length);
+      console.log('  - hasCpiField:', hasCpiField);
+      console.log('  - totalCostVolume:', totalCostVolume);
+      if (hasCpiField) {
+        console.log('  - Sample CPIs:', heatmapData.slice(0, 3).map(h => ({ skill: h.skill, cpi: h.cpi, cost_volume: h.cost_volume })));
+      }
+
+      let globalCPI: number;
+      if (hasCpiField) {
+        globalCPI = totalCostVolume > 0
+          ? heatmapData.reduce((sum, h) => sum + (h.cpi || 0) * (h.cost_volume || h.volume), 0) / totalCostVolume
+          : 0;
+      } else {
+        const totalAnnualCost = heatmapData.reduce((sum, h) => sum + (h.annual_cost || 0), 0);
+        console.log('  - totalAnnualCost (fallback):', totalAnnualCost);
+        globalCPI = totalCostVolume > 0 ? totalAnnualCost / totalCostVolume : 0;
+      }
+      console.log('  - globalCPI calculated:', globalCPI.toFixed(4));
+
+      // Buscar tanto economy_costs (backend) como economy_cpi (frontend fallback)
+      const dimensionIds = mapped.dimensions.map(d => ({ id: d.id, name: d.name }));
+      console.log('  - Available dimensions:', dimensionIds);
+
+      const economyDimIdx = mapped.dimensions.findIndex(d =>
+        d.id === 'economy_costs' || d.name === 'economy_costs' ||
+        d.id === 'economy_cpi' || d.name === 'economy_cpi'
+      );
+      console.log('  - economyDimIdx:', economyDimIdx);
+
+      if (economyDimIdx >= 0 && globalCPI > 0) {
+        const oldKpi = mapped.dimensions[economyDimIdx].kpi;
+        console.log('  - OLD KPI value:', oldKpi?.value);
+
+        // Usar benchmark de aerolíneas (€3.50) para consistencia con ExecutiveSummaryTab
+        // Percentiles: p25=2.20, p50=3.50, p75=4.50, p90=5.50
+        const CPI_BENCHMARK = 3.50;
+        const cpiDiff = globalCPI - CPI_BENCHMARK;
+        // Para CPI invertido: menor es mejor
+        const cpiStatus = cpiDiff <= 0 ? 'positive' : cpiDiff <= 0.5 ? 'neutral' : 'negative';
+
+        // Calcular score basado en percentiles aerolíneas
+        let newScore: number;
+        if (globalCPI <= 2.20) newScore = 100;
+        else if (globalCPI <= 3.50) newScore = 80;
+        else if (globalCPI <= 4.50) newScore = 60;
+        else if (globalCPI <= 5.50) newScore = 40;
+        else newScore = 20;
+
+        mapped.dimensions[economyDimIdx].score = newScore;
+        mapped.dimensions[economyDimIdx].kpi = {
+          label: 'Coste por Interacción',
+          value: `€${globalCPI.toFixed(2)}`,
+          change: `vs benchmark €${CPI_BENCHMARK.toFixed(2)}`,
+          changeType: cpiStatus as 'positive' | 'neutral' | 'negative'
+        };
+        console.log('  - NEW KPI value:', mapped.dimensions[economyDimIdx].kpi.value);
+        console.log('  - NEW score:', newScore);
+        console.log(`💰 CPI sincronizado (cache): €${globalCPI.toFixed(2)}`);
+      } else {
+        console.warn('⚠️ CPI sync skipped: economyDimIdx=', economyDimIdx, 'globalCPI=', globalCPI);
+      }
+    }
+
     // === DrilldownData: usar cacheado (rápido) o fallback a heatmap ===
     if (cachedDrilldownData && cachedDrilldownData.length > 0) {
       // Usar drilldownData cacheado directamente (ya calculado al subir archivo)
@@ -1162,16 +1165,62 @@ export const generateAnalysisFromCache = async (
       mapped.roadmap = generateRoadmapFromDrilldown(mapped.drilldownData, costPerHour);
       console.log(`📊 Opportunities: ${mapped.opportunities.length}, Roadmap: ${mapped.roadmap.length}`);
     } else if (mapped.heatmapData && mapped.heatmapData.length > 0) {
-      // Fallback: usar heatmap (solo 9 skills agregados)
+      // v4.5: No hay drilldownData cacheado - intentar calcularlo desde el CSV cacheado
-      console.warn('⚠️ Sin drilldownData cacheado, usando heatmap fallback');
+      console.log('⚠️ No cached drilldownData found, attempting to calculate from cached CSV...');
-      mapped.drilldownData = generateDrilldownFromHeatmap(mapped.heatmapData, costPerHour);
-      console.log(`📊 Drill-down desde heatmap (fallback): ${mapped.drilldownData.length} skills`);
 
-      mapped.opportunities = generateOpportunitiesFromHeatmap(
+      let calculatedDrilldown = false;
-        mapped.heatmapData,
+
-        mapped.economicModel
+      try {
-      );
+        // Descargar y parsear el CSV cacheado para calcular drilldown real
-      mapped.roadmap = generateRoadmapData();
+        const cachedFile = await downloadCachedFile(authHeaderOverride);
+        if (cachedFile) {
+          console.log(`📥 Downloaded cached CSV: ${(cachedFile.size / 1024 / 1024).toFixed(2)} MB`);
+
+          const { parseFile } = await import('./fileParser');
+          const parsedInteractions = await parseFile(cachedFile);
+
+          if (parsedInteractions && parsedInteractions.length > 0) {
+            console.log(`📊 Parsed ${parsedInteractions.length} interactions from cached CSV`);
+
+            // Calcular drilldown real desde interacciones
+            mapped.drilldownData = calculateDrilldownMetrics(parsedInteractions, costPerHour);
+            console.log(`📊 Calculated drilldown: ${mapped.drilldownData.length} skills`);
+
+            // Guardar drilldown en cache para próximo uso
+            try {
+              const saveSuccess = await saveDrilldownToServerCache(authHeaderOverride, mapped.drilldownData);
+              if (saveSuccess) {
+                console.log('💾 DrilldownData saved to cache for future use');
+              } else {
+                console.warn('⚠️ Failed to save drilldownData to cache');
+              }
+            } catch (saveErr) {
+              console.warn('⚠️ Error saving drilldownData to cache:', saveErr);
+            }
+
+            calculatedDrilldown = true;
+          }
+        }
+      } catch (csvErr) {
+        console.warn('⚠️ Could not calculate drilldown from cached CSV:', csvErr);
+      }
+
+      if (!calculatedDrilldown) {
+        // Fallback final: usar heatmap (datos aproximados)
+        console.warn('━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━');
+        console.warn('⚠️ FALLBACK ACTIVO: No hay drilldownData cacheado');
+        console.warn('   Causa probable: El CSV no se subió correctamente o la caché expiró');
+        console.warn('   Consecuencia: Usando datos agregados del heatmap (menos precisos)');
+        console.warn('   Solución: Vuelva a subir el archivo CSV para obtener datos completos');
+        console.warn('━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━');
+
+        mapped.drilldownData = generateDrilldownFromHeatmap(mapped.heatmapData, costPerHour);
+        console.log(`📊 Drill-down desde heatmap (fallback): ${mapped.drilldownData.length} skills agregados`);
+      }
+
+      // Usar mismas funciones que ruta fresh para consistencia
+      mapped.opportunities = generateOpportunitiesFromDrilldown(mapped.drilldownData, costPerHour);
+      mapped.roadmap = generateRoadmapFromDrilldown(mapped.drilldownData, costPerHour);
     }
 
     // Findings y recommendations
@@ -1201,15 +1250,21 @@ function generateDrilldownFromHeatmap(
     const cvAht = hp.variability?.cv_aht || 0;
     const transferRate = hp.variability?.transfer_rate || hp.metrics?.transfer_rate || 0;
     const fcrRate = hp.metrics?.fcr || 0;
+    // FCR Técnico: usar el campo si existe, sino calcular como 100 - transfer_rate
+    const fcrTecnico = hp.metrics?.fcr_tecnico ?? (100 - transferRate);
     const agenticScore = hp.dimensions
       ? (hp.dimensions.predictability * 0.4 + hp.dimensions.complexity_inverse * 0.35 + hp.dimensions.repetitivity * 0.25)
       : (hp.automation_readiness || 0) / 10;
 
-    // Determinar tier basado en el score
+    // v4.4: Usar clasificarTierSimple con TODOS los datos disponibles del heatmap
-    let tier: AgenticTier = 'HUMAN-ONLY';
+    // cvAht, transferRate y fcrRate están en % (ej: 75), clasificarTierSimple espera decimal (ej: 0.75)
-    if (agenticScore >= 7.5) tier = 'AUTOMATE';
+    const tier = clasificarTierSimple(
-    else if (agenticScore >= 5.5) tier = 'ASSIST';
+      agenticScore,
-    else if (agenticScore >= 3.5) tier = 'AUGMENT';
+      cvAht / 100,        // CV como decimal
+      transferRate / 100, // Transfer como decimal
+      fcrRate / 100,      // FCR como decimal (nuevo en v4.4)
+      hp.volume           // Volumen para red flag check (nuevo en v4.4)
+    );
 
     return {
       skill: hp.skill,
@@ -1219,6 +1274,7 @@ function generateDrilldownFromHeatmap(
       cv_aht: cvAht,
       transfer_rate: transferRate,
       fcr_rate: fcrRate,
+      fcr_tecnico: fcrTecnico,  // FCR Técnico para consistencia con Summary
       agenticScore: agenticScore,
       isPriorityCandidate: cvAht < 75,
       originalQueues: [{
@@ -1229,6 +1285,7 @@ function generateDrilldownFromHeatmap(
         cv_aht: cvAht,
         transfer_rate: transferRate,
         fcr_rate: fcrRate,
+        fcr_tecnico: fcrTecnico,  // FCR Técnico para consistencia con Summary
         agenticScore: agenticScore,
         tier: tier,
         isPriorityCandidate: cvAht < 75,
@@ -1334,18 +1391,23 @@ const generateSyntheticAnalysis = (
             Object.values(item.metrics).some(v => isNaN(v))
         )
     });
+
+  // v4.3: Generar drilldownData desde heatmap para usar mismas funciones
+  const drilldownData = generateDrilldownFromHeatmap(heatmapData, costPerHour);
+
   return {
     tier,
     overallHealthScore,
     summaryKpis,
     dimensions,
     heatmapData,
+    drilldownData,
     agenticReadiness,
     findings: generateFindingsFromTemplates(),
     recommendations: generateRecommendationsFromTemplates(),
-    opportunities: generateOpportunityMatrixData(),
+    opportunities: generateOpportunitiesFromDrilldown(drilldownData, costPerHour),
     economicModel: generateEconomicModelData(),
-    roadmap: generateRoadmapData(),
+    roadmap: generateRoadmapFromDrilldown(drilldownData, costPerHour),
     benchmarkData: generateBenchmarkData(),
     source: 'synthetic',
   };

frontend/utils/backendMapper.ts

@@ -7,6 +7,8 @@ import type {
   DimensionAnalysis,
   Kpi,
   EconomicModelData,
+  Finding,
+  Recommendation,
 } from '../types';
 import type { BackendRawResults } from './apiClient';
 import { BarChartHorizontal, Zap, Target, Brain, Bot, Smile, DollarSign } from 'lucide-react';
@@ -290,6 +292,7 @@ function buildVolumetryDimension(
   const maxHourly = validHourly.length > 0 ? Math.max(...validHourly) : 0;
   const minHourly = validHourly.length > 0 ? Math.min(...validHourly) : 1;
   const peakValleyRatio = minHourly > 0 ? maxHourly / minHourly : 1;
+  console.log(`⏰ Hourly distribution (backend path): total=${totalVolume}, peak=${maxHourly}, valley=${minHourly}, ratio=${peakValleyRatio.toFixed(2)}`);
 
   // Score basado en:
   // - % fuera de horario (>30% penaliza)
@@ -406,11 +409,12 @@ function buildOperationalEfficiencyDimension(
   summary += `AHT Horario Laboral (8-19h): ${ahtBusinessHours}s (P50), ratio ${ratioBusinessHours.toFixed(2)}. `;
   summary += variabilityInsight;
 
+  // KPI principal: AHT P50 (industry standard for operational efficiency)
   const kpi: Kpi = {
-    label: 'Ratio P90/P50 Global',
+    label: 'AHT P50',
-    value: ratioGlobal.toFixed(2),
+    value: `${Math.round(ahtP50)}s`,
-    change: `Horario laboral: ${ratioBusinessHours.toFixed(2)}`,
+    change: `Ratio: ${ratioGlobal.toFixed(2)}`,
-    changeType: ratioGlobal > 2.5 ? 'negative' : ratioGlobal > 1.8 ? 'neutral' : 'positive'
+    changeType: ahtP50 > 360 ? 'negative' : ahtP50 > 300 ? 'neutral' : 'positive'
   };
 
   const dimension: DimensionAnalysis = {
@@ -427,7 +431,7 @@ function buildOperationalEfficiencyDimension(
   return dimension;
 }
 
-// ==== Efectividad & Resolución (v3.2 - enfocada en FCR y recontactos) ====
+// ==== Efectividad & Resolución (v3.2 - enfocada en FCR Técnico) ====
 
 function buildEffectivenessResolutionDimension(
   raw: BackendRawResults
@@ -435,31 +439,29 @@ function buildEffectivenessResolutionDimension(
   const op = raw?.operational_performance;
   if (!op) return undefined;
 
-  // FCR: métrica principal de efectividad
+  // FCR Técnico = 100 - transfer_rate (comparable con benchmarks de industria)
-  const fcrPctRaw = safeNumber(op.fcr_rate, NaN);
+  // Usamos escalation_rate que es la tasa de transferencias
-  const recurrenceRaw = safeNumber(op.recurrence_rate_7d, NaN);
+  const escalationRate = safeNumber(op.escalation_rate, NaN);
   const abandonmentRate = safeNumber(op.abandonment_rate, 0);
 
-  // FCR real o proxy desde recontactos
+  // FCR Técnico: 100 - tasa de transferencia
-  const fcrRate = Number.isFinite(fcrPctRaw) && fcrPctRaw >= 0
+  const fcrRate = Number.isFinite(escalationRate) && escalationRate >= 0
-    ? Math.max(0, Math.min(100, fcrPctRaw))
+    ? Math.max(0, Math.min(100, 100 - escalationRate))
-    : Number.isFinite(recurrenceRaw)
+    : 70; // valor por defecto benchmark aéreo
-      ? Math.max(0, Math.min(100, 100 - recurrenceRaw))
-      : 70; // valor por defecto benchmark aéreo
 
-  // Recontactos a 7 días (complemento del FCR)
+  // Tasa de transferencia (complemento del FCR Técnico)
-  const recontactRate = 100 - fcrRate;
+  const transferRate = Number.isFinite(escalationRate) ? escalationRate : 100 - fcrRate;
 
-  // Score basado principalmente en FCR (benchmark sector aéreo: 68-72%)
+  // Score basado en FCR Técnico (benchmark sector aéreo: 85-90%)
-  // FCR >= 75% = 100pts, 70-75% = 80pts, 65-70% = 60pts, 60-65% = 40pts, <60% = 20pts
+  // FCR >= 90% = 100pts, 85-90% = 80pts, 80-85% = 60pts, 75-80% = 40pts, <75% = 20pts
   let score: number;
-  if (fcrRate >= 75) {
+  if (fcrRate >= 90) {
     score = 100;
-  } else if (fcrRate >= 70) {
+  } else if (fcrRate >= 85) {
     score = 80;
-  } else if (fcrRate >= 65) {
+  } else if (fcrRate >= 80) {
     score = 60;
-  } else if (fcrRate >= 60) {
+  } else if (fcrRate >= 75) {
     score = 40;
   } else {
     score = 20;
@@ -470,23 +472,23 @@ function buildEffectivenessResolutionDimension(
     score = Math.max(0, score - Math.round((abandonmentRate - 8) * 2));
   }
 
-  // Summary enfocado en resolución, no en transferencias
+  // Summary enfocado en FCR Técnico
-  let summary = `FCR: ${fcrRate.toFixed(1)}% (benchmark sector aéreo: 68-72%). `;
+  let summary = `FCR Técnico: ${fcrRate.toFixed(1)}% (benchmark: 85-90%). `;
-  summary += `Recontactos a 7 días: ${recontactRate.toFixed(1)}%. `;
+  summary += `Tasa de transferencia: ${transferRate.toFixed(1)}%. `;
 
-  if (fcrRate >= 72) {
+  if (fcrRate >= 90) {
-    summary += 'Resolución por encima del benchmark del sector.';
+    summary += 'Excelente resolución en primer contacto.';
-  } else if (fcrRate >= 68) {
+  } else if (fcrRate >= 85) {
-    summary += 'Resolución dentro del benchmark del sector aéreo.';
+    summary += 'Resolución dentro del benchmark del sector.';
   } else {
-    summary += 'Resolución por debajo del benchmark. Oportunidad de mejora en first contact resolution.';
+    summary += 'Oportunidad de mejora reduciendo transferencias.';
   }
 
   const kpi: Kpi = {
-    label: 'FCR',
+    label: 'FCR Técnico',
     value: `${fcrRate.toFixed(0)}%`,
-    change: `Recontactos: ${recontactRate.toFixed(0)}%`,
+    change: `Transfer: ${transferRate.toFixed(0)}%`,
-    changeType: fcrRate >= 70 ? 'positive' : fcrRate >= 65 ? 'neutral' : 'negative'
+    changeType: fcrRate >= 85 ? 'positive' : fcrRate >= 80 ? 'neutral' : 'negative'
   };
 
   const dimension: DimensionAnalysis = {
@@ -503,7 +505,7 @@ function buildEffectivenessResolutionDimension(
   return dimension;
 }
 
-// ==== Complejidad & Predictibilidad (v3.3 - basada en Hold Time) ====
+// ==== Complejidad & Predictibilidad (v3.4 - basada en CV AHT per industry standards) ====
 
 function buildComplexityPredictabilityDimension(
   raw: BackendRawResults
@@ -511,12 +513,19 @@ function buildComplexityPredictabilityDimension(
   const op = raw?.operational_performance;
   if (!op) return undefined;
 
-  // Métrica principal: % de interacciones con Hold Time > 60s
+  // KPI principal: CV AHT (industry standard for predictability/WFM)
-  // Proxy de complejidad: si el agente puso en espera al cliente >60s,
+  // CV AHT = (P90 - P50) / P50 como proxy de coeficiente de variación
-  // probablemente tuvo que consultar/investigar
+  const ahtP50 = safeNumber(op.aht_distribution?.p50, 0);
-  const highHoldRate = safeNumber(op.high_hold_time_rate, NaN);
+  const ahtP90 = safeNumber(op.aht_distribution?.p90, 0);
 
-  // Si no hay datos de hold time, usar fallback del P50 de hold
+  // Calcular CV AHT como (P90-P50)/P50 (proxy del coeficiente de variación real)
+  let cvAht = 0;
+  if (ahtP50 > 0 && ahtP90 > 0) {
+    cvAht = (ahtP90 - ahtP50) / ahtP50;
+  }
+  const cvAhtPercent = Math.round(cvAht * 100);
+
+  // Hold Time como métrica secundaria de complejidad
   const talkHoldAcw = op.talk_hold_acw_p50_by_skill;
   let avgHoldP50 = 0;
   if (Array.isArray(talkHoldAcw) && talkHoldAcw.length > 0) {
@@ -526,60 +535,55 @@ function buildComplexityPredictabilityDimension(
     }
   }
 
-  // Si no tenemos high_hold_time_rate del backend, estimamos desde hold_p50
+  // Score basado en CV AHT (benchmark: <75% = excelente, <100% = aceptable)
-  // Si hold_p50 promedio > 60s, asumimos ~40% de llamadas con hold alto
+  // CV <= 75% = 100pts (alta predictibilidad)
-  const effectiveHighHoldRate = Number.isFinite(highHoldRate) && highHoldRate >= 0
+  // CV 75-100% = 80pts (predictibilidad aceptable)
-    ? highHoldRate
+  // CV 100-125% = 60pts (variabilidad moderada)
-    : avgHoldP50 > 60 ? 40 : avgHoldP50 > 30 ? 20 : 10;
+  // CV 125-150% = 40pts (alta variabilidad)
-
+  // CV > 150% = 20pts (muy alta variabilidad)
-  // Score: menor % de Hold alto = menor complejidad = mejor score
-  // <10% = 100pts (muy baja complejidad)
-  // 10-20% = 80pts (baja complejidad)
-  // 20-30% = 60pts (complejidad moderada)
-  // 30-40% = 40pts (alta complejidad)
-  // >40% = 20pts (muy alta complejidad)
   let score: number;
-  if (effectiveHighHoldRate < 10) {
+  if (cvAhtPercent <= 75) {
     score = 100;
-  } else if (effectiveHighHoldRate < 20) {
+  } else if (cvAhtPercent <= 100) {
     score = 80;
-  } else if (effectiveHighHoldRate < 30) {
+  } else if (cvAhtPercent <= 125) {
     score = 60;
-  } else if (effectiveHighHoldRate < 40) {
+  } else if (cvAhtPercent <= 150) {
     score = 40;
   } else {
     score = 20;
   }
 
   // Summary descriptivo
-  let summary = `${effectiveHighHoldRate.toFixed(1)}% de interacciones con Hold Time > 60s (proxy de consulta/investigación). `;
+  let summary = `CV AHT: ${cvAhtPercent}% (benchmark: <75%). `;
 
-  if (effectiveHighHoldRate < 15) {
+  if (cvAhtPercent <= 75) {
-    summary += 'Baja complejidad: la mayoría de casos se resuelven sin necesidad de consultar. Excelente para automatización.';
+    summary += 'Alta predictibilidad: tiempos de atención consistentes. Excelente para planificación WFM.';
-  } else if (effectiveHighHoldRate < 25) {
+  } else if (cvAhtPercent <= 100) {
-    summary += 'Complejidad moderada: algunos casos requieren consulta o investigación adicional.';
+    summary += 'Predictibilidad aceptable: variabilidad moderada en tiempos de atención.';
-  } else if (effectiveHighHoldRate < 35) {
+  } else if (cvAhtPercent <= 125) {
-    summary += 'Complejidad notable: frecuentemente se requiere consulta. Considerar base de conocimiento mejorada.';
+    summary += 'Variabilidad notable: dificulta la planificación de recursos. Considerar estandarización.';
   } else {
-    summary += 'Alta complejidad: muchos casos requieren investigación. Priorizar documentación y herramientas de soporte.';
+    summary += 'Alta variabilidad: tiempos muy dispersos. Priorizar scripts guiados y estandarización.';
   }
 
-  // Añadir info de Hold P50 promedio si está disponible
+  // Añadir info de Hold P50 promedio si está disponible (proxy de complejidad)
   if (avgHoldP50 > 0) {
-    summary += ` Hold Time P50 promedio: ${Math.round(avgHoldP50)}s.`;
+    summary += ` Hold Time P50: ${Math.round(avgHoldP50)}s.`;
   }
 
+  // KPI principal: CV AHT (predictability metric per industry standards)
   const kpi: Kpi = {
-    label: 'Hold > 60s',
+    label: 'CV AHT',
-    value: `${effectiveHighHoldRate.toFixed(0)}%`,
+    value: `${cvAhtPercent}%`,
-    change: avgHoldP50 > 0 ? `Hold P50: ${Math.round(avgHoldP50)}s` : undefined,
+    change: avgHoldP50 > 0 ? `Hold: ${Math.round(avgHoldP50)}s` : undefined,
-    changeType: effectiveHighHoldRate > 30 ? 'negative' : effectiveHighHoldRate > 15 ? 'neutral' : 'positive'
+    changeType: cvAhtPercent > 125 ? 'negative' : cvAhtPercent > 75 ? 'neutral' : 'positive'
   };
 
   const dimension: DimensionAnalysis = {
     id: 'complexity_predictability',
     name: 'complexity_predictability',
-    title: 'Complejidad',
+    title: 'Complejidad & Predictibilidad',
     score,
     percentile: undefined,
     summary,
@@ -630,32 +634,38 @@ function buildEconomyDimension(
   totalInteractions: number
 ): DimensionAnalysis | undefined {
   const econ = raw?.economy_costs;
+  const op = raw?.operational_performance;
   const totalAnnual = safeNumber(econ?.cost_breakdown?.total_annual, 0);
 
-  // Benchmark CPI sector contact center (Fuente: Gartner Contact Center Cost Benchmark 2024)
+  // Benchmark CPI aerolíneas (consistente con ExecutiveSummaryTab)
-  const CPI_BENCHMARK = 5.00;
+  // p25: 2.20, p50: 3.50, p75: 4.50, p90: 5.50
+  const CPI_BENCHMARK = 3.50;  // p50 aerolíneas
 
   if (totalAnnual <= 0 || totalInteractions <= 0) {
     return undefined;
   }
 
-  // Calcular CPI
+  // Calcular cost_volume (non-abandoned) para consistencia con Executive Summary
-  const cpi = totalAnnual / totalInteractions;
+  const abandonmentRate = safeNumber(op?.abandonment_rate, 0) / 100;
+  const costVolume = Math.round(totalInteractions * (1 - abandonmentRate));
 
-  // Score basado en comparación con benchmark (€5.00)
+  // Calcular CPI usando cost_volume (non-abandoned) como denominador
-  // CPI <= 4.00 = 100pts (excelente)
+  const cpi = costVolume > 0 ? totalAnnual / costVolume : totalAnnual / totalInteractions;
-  // CPI 4.00-5.00 = 80pts (en benchmark)
+
-  // CPI 5.00-6.00 = 60pts (por encima)
+  // Score basado en percentiles de aerolíneas (CPI invertido: menor = mejor)
-  // CPI 6.00-7.00 = 40pts (alto)
+  // CPI <= 2.20 (p25) = 100pts (excelente, top 25%)
-  // CPI > 7.00 = 20pts (crítico)
+  // CPI 2.20-3.50 (p25-p50) = 80pts (bueno, top 50%)
+  // CPI 3.50-4.50 (p50-p75) = 60pts (promedio)
+  // CPI 4.50-5.50 (p75-p90) = 40pts (por debajo)
+  // CPI > 5.50 (>p90) = 20pts (crítico)
   let score: number;
-  if (cpi <= 4.00) {
+  if (cpi <= 2.20) {
     score = 100;
-  } else if (cpi <= 5.00) {
+  } else if (cpi <= 3.50) {
     score = 80;
-  } else if (cpi <= 6.00) {
+  } else if (cpi <= 4.50) {
     score = 60;
-  } else if (cpi <= 7.00) {
+  } else if (cpi <= 5.50) {
     score = 40;
   } else {
     score = 20;
@@ -667,7 +677,7 @@ function buildEconomyDimension(
   let summary = `Coste por interacción: €${cpi.toFixed(2)} vs benchmark €${CPI_BENCHMARK.toFixed(2)}. `;
   if (cpi <= CPI_BENCHMARK) {
     summary += 'Eficiencia de costes óptima, por debajo del benchmark del sector.';
-  } else if (cpi <= 6.00) {
+  } else if (cpi <= 4.50) {
     summary += 'Coste ligeramente por encima del benchmark, oportunidad de optimización.';
   } else {
     summary += 'Coste elevado respecto al sector. Priorizar iniciativas de eficiencia.';
@@ -1033,14 +1043,46 @@ export function mapBackendResultsToAnalysisData(
   const economicModel = buildEconomicModel(raw);
   const benchmarkData = buildBenchmarkData(raw);
 
+  // Generar findings y recommendations basados en volumetría
+  const findings: Finding[] = [];
+  const recommendations: Recommendation[] = [];
+
+  // Extraer offHoursPct de la dimensión de volumetría
+  const offHoursPct = volumetryDimension?.distribution_data?.off_hours_pct ?? 0;
+  const offHoursPctValue = offHoursPct * 100; // Convertir de 0-1 a 0-100
+
+  if (offHoursPctValue > 20) {
+    const offHoursVolume = Math.round(totalVolume * offHoursPctValue / 100);
+    findings.push({
+      type: offHoursPctValue > 30 ? 'critical' : 'warning',
+      title: 'Alto Volumen Fuera de Horario',
+      text: `${offHoursPctValue.toFixed(0)}% de interacciones fuera de horario (8-19h)`,
+      dimensionId: 'volumetry_distribution',
+      description: `${offHoursVolume.toLocaleString()} interacciones (${offHoursPctValue.toFixed(1)}%) ocurren fuera de horario laboral. Oportunidad ideal para implementar agentes virtuales 24/7.`,
+      impact: offHoursPctValue > 30 ? 'high' : 'medium'
+    });
+
+    const estimatedContainment = offHoursPctValue > 30 ? 60 : 45;
+    const estimatedSavings = Math.round(offHoursVolume * estimatedContainment / 100);
+    recommendations.push({
+      priority: 'high',
+      title: 'Implementar Agente Virtual 24/7',
+      text: `Desplegar agente virtual para atender ${offHoursPctValue.toFixed(0)}% de interacciones fuera de horario`,
+      description: `${offHoursVolume.toLocaleString()} interacciones ocurren fuera de horario laboral (19:00-08:00). Un agente virtual puede resolver ~${estimatedContainment}% de estas consultas automáticamente.`,
+      dimensionId: 'volumetry_distribution',
+      impact: `Potencial de contención: ${estimatedSavings.toLocaleString()} interacciones/período`,
+      timeline: '1-3 meses'
+    });
+  }
+
   return {
     tier: tierFromFrontend,
     overallHealthScore,
     summaryKpis: mergedKpis,
     dimensions,
     heatmapData: [], // el heatmap por skill lo seguimos generando en el front
-    findings: [],
+    findings,
-    recommendations: [],
+    recommendations,
     opportunities: [],
     roadmap: [],
     economicModel,
@@ -1082,12 +1124,24 @@ export function buildHeatmapFromBackend(
   const econ = raw?.economy_costs;
   const cs = raw?.customer_satisfaction;
 
-  const talkHoldAcwBySkill = Array.isArray(
+  const talkHoldAcwBySkillRaw = Array.isArray(
     op?.talk_hold_acw_p50_by_skill
   )
     ? op.talk_hold_acw_p50_by_skill
     : [];
 
+  // Crear lookup map por skill name para talk_hold_acw_p50
+  const talkHoldAcwMap = new Map<string, { talk_p50: number; hold_p50: number; acw_p50: number }>();
+  for (const item of talkHoldAcwBySkillRaw) {
+    if (item?.queue_skill) {
+      talkHoldAcwMap.set(String(item.queue_skill), {
+        talk_p50: safeNumber(item.talk_p50, 0),
+        hold_p50: safeNumber(item.hold_p50, 0),
+        acw_p50: safeNumber(item.acw_p50, 0),
+      });
+    }
+  }
+
   const globalEscalation = safeNumber(op?.escalation_rate, 0);
   // Usar fcr_rate del backend si existe, sino calcular como 100 - escalation
   const fcrRateBackend = safeNumber(op?.fcr_rate, NaN);
@@ -1098,6 +1152,71 @@ export function buildHeatmapFromBackend(
   // Usar abandonment_rate del backend si existe
   const abandonmentRateBackend = safeNumber(op?.abandonment_rate, 0);
 
+  // ========================================================================
+  // NUEVO: Métricas REALES por skill (transfer, abandonment, FCR)
+  // Esto elimina la estimación de transfer rate basada en CV y hold time
+  // ========================================================================
+  const metricsBySkillRaw = Array.isArray(op?.metrics_by_skill)
+    ? op.metrics_by_skill
+    : [];
+
+  // Crear lookup por nombre de skill para acceso O(1)
+  const metricsBySkillMap = new Map<string, {
+    transfer_rate: number;
+    abandonment_rate: number;
+    fcr_tecnico: number;
+    fcr_real: number;
+    aht_mean: number;  // AHT promedio del backend (solo VALID - consistente con fresh path)
+    aht_total: number;  // AHT total (ALL rows incluyendo NOISE/ZOMBIE/ABANDON) - solo informativo
+    hold_time_mean: number;  // Hold time promedio (consistente con fresh path - MEAN, no P50)
+  }>();
+
+  for (const m of metricsBySkillRaw) {
+    if (m?.skill) {
+      metricsBySkillMap.set(String(m.skill), {
+        transfer_rate: safeNumber(m.transfer_rate, NaN),
+        abandonment_rate: safeNumber(m.abandonment_rate, NaN),
+        fcr_tecnico: safeNumber(m.fcr_tecnico, NaN),
+        fcr_real: safeNumber(m.fcr_real, NaN),
+        aht_mean: safeNumber(m.aht_mean, NaN),  // AHT promedio (solo VALID)
+        aht_total: safeNumber(m.aht_total, NaN),  // AHT total (ALL rows)
+        hold_time_mean: safeNumber(m.hold_time_mean, NaN),  // Hold time promedio (MEAN)
+      });
+    }
+  }
+
+  const hasRealMetricsBySkill = metricsBySkillMap.size > 0;
+  if (hasRealMetricsBySkill) {
+    console.log('✅ Usando métricas REALES por skill del backend:', metricsBySkillMap.size, 'skills');
+  } else {
+    console.warn('⚠️ No hay metrics_by_skill del backend, usando estimación basada en CV/hold');
+  }
+
+  // ========================================================================
+  // NUEVO: CPI por skill desde cpi_by_skill_channel
+  // Esto permite que el cached path tenga CPI real como el fresh path
+  // ========================================================================
+  const cpiBySkillRaw = Array.isArray(econ?.cpi_by_skill_channel)
+    ? econ.cpi_by_skill_channel
+    : [];
+
+  // Crear lookup por nombre de skill para CPI
+  const cpiBySkillMap = new Map<string, number>();
+  for (const item of cpiBySkillRaw) {
+    if (item?.queue_skill || item?.skill) {
+      const skillKey = String(item.queue_skill ?? item.skill);
+      const cpiValue = safeNumber(item.cpi_total ?? item.cpi, NaN);
+      if (Number.isFinite(cpiValue)) {
+        cpiBySkillMap.set(skillKey, cpiValue);
+      }
+    }
+  }
+
+  const hasCpiBySkill = cpiBySkillMap.size > 0;
+  if (hasCpiBySkill) {
+    console.log('✅ Usando CPI por skill del backend:', cpiBySkillMap.size, 'skills');
+  }
+
   const csatGlobalRaw = safeNumber(cs?.csat_global, NaN);
   const csatGlobal =
     Number.isFinite(csatGlobalRaw) && csatGlobalRaw > 0
@@ -1110,12 +1229,24 @@ export function buildHeatmapFromBackend(
       )
     : 0;
 
-  const ineffBySkill = Array.isArray(
+  const ineffBySkillRaw = Array.isArray(
     econ?.inefficiency_cost_by_skill_channel
   )
     ? econ.inefficiency_cost_by_skill_channel
     : [];
 
+  // Crear lookup map por skill name para inefficiency data
+  const ineffBySkillMap = new Map<string, { aht_p50: number; aht_p90: number; volume: number }>();
+  for (const item of ineffBySkillRaw) {
+    if (item?.queue_skill) {
+      ineffBySkillMap.set(String(item.queue_skill), {
+        aht_p50: safeNumber(item.aht_p50, 0),
+        aht_p90: safeNumber(item.aht_p90, 0),
+        volume: safeNumber(item.volume, 0),
+      });
+    }
+  }
+
   const COST_PER_SECOND = costPerHour / 3600;
 
   if (!skillLabels.length) return [];
@@ -1137,12 +1268,30 @@ export function buildHeatmapFromBackend(
     const skill = skillLabels[i];
     const volume = safeNumber(skillVolumes[i], 0);
 
-    const talkHold = talkHoldAcwBySkill[i] || {};
+    // Buscar P50s por nombre de skill (no por índice)
-    const talk_p50 = safeNumber(talkHold.talk_p50, 0);
+    const talkHold = talkHoldAcwMap.get(skill);
-    const hold_p50 = safeNumber(talkHold.hold_p50, 0);
+    const talk_p50 = talkHold?.talk_p50 ?? 0;
-    const acw_p50 = safeNumber(talkHold.acw_p50, 0);
+    const hold_p50 = talkHold?.hold_p50 ?? 0;
+    const acw_p50 = talkHold?.acw_p50 ?? 0;
 
-    const aht_mean = talk_p50 + hold_p50 + acw_p50;
+    // Buscar métricas REALES del backend (metrics_by_skill)
+    const realSkillMetrics = metricsBySkillMap.get(skill);
+
+    // AHT: Use ONLY aht_mean from backend metrics_by_skill
+    // NEVER use P50 sum as fallback - it's mathematically different from mean AHT
+    const aht_mean = (realSkillMetrics && Number.isFinite(realSkillMetrics.aht_mean) && realSkillMetrics.aht_mean > 0)
+      ? realSkillMetrics.aht_mean
+      : 0;
+
+    // AHT Total: AHT calculado con TODAS las filas (incluye NOISE/ZOMBIE/ABANDON)
+    // Solo para información/comparación - no se usa en cálculos
+    const aht_total = (realSkillMetrics && Number.isFinite(realSkillMetrics.aht_total) && realSkillMetrics.aht_total > 0)
+      ? realSkillMetrics.aht_total
+      : aht_mean;  // fallback to aht_mean if not available
+
+    if (aht_mean === 0) {
+      console.warn(`⚠️ No aht_mean for skill ${skill} - data may be incomplete`);
+    }
 
     // Coste anual aproximado
     const annual_volume = volume * 12;
@@ -1150,9 +1299,10 @@ export function buildHeatmapFromBackend(
       annual_volume * aht_mean * COST_PER_SECOND
     );
 
-    const ineff = ineffBySkill[i] || {};
+    // Buscar inefficiency data por nombre de skill (no por índice)
-    const aht_p50_backend = safeNumber(ineff.aht_p50, aht_mean);
+    const ineff = ineffBySkillMap.get(skill);
-    const aht_p90_backend = safeNumber(ineff.aht_p90, aht_mean);
+    const aht_p50_backend = ineff?.aht_p50 ?? aht_mean;
+    const aht_p90_backend = ineff?.aht_p90 ?? aht_mean;
 
     // Variabilidad proxy: aproximamos CV a partir de P90-P50
     let cv_aht = 0;
@@ -1173,12 +1323,36 @@ export function buildHeatmapFromBackend(
       )
     );
 
-    // 2) Transfer rate POR SKILL - estimado desde CV y hold time
+    // 2) Transfer rate POR SKILL
-    // Skills con mayor variabilidad (CV alto) y mayor hold time tienden a tener más transferencias
+    // PRIORIDAD 1: Usar métricas REALES del backend (metrics_by_skill)
-    // Usamos el global como base y lo modulamos por skill
+    // PRIORIDAD 2: Fallback a estimación basada en CV y hold time
-    const cvFactor = Math.min(2, Math.max(0.5, 1 + (cv_aht - 0.5)));  // Factor 0.5x - 2x basado en CV
+
-    const holdFactor = Math.min(1.5, Math.max(0.7, 1 + (hold_p50 - 30) / 100));  // Factor 0.7x - 1.5x basado en hold
+    let skillTransferRate: number;
-    const skillTransferRate = Math.max(2, Math.min(40, globalEscalation * cvFactor * holdFactor));
+    let skillAbandonmentRate: number;
+    let skillFcrTecnico: number;
+    let skillFcrReal: number;
+
+    if (realSkillMetrics && Number.isFinite(realSkillMetrics.transfer_rate)) {
+      // Usar métricas REALES del backend
+      skillTransferRate = realSkillMetrics.transfer_rate;
+      skillAbandonmentRate = Number.isFinite(realSkillMetrics.abandonment_rate)
+        ? realSkillMetrics.abandonment_rate
+        : abandonmentRateBackend;
+      skillFcrTecnico = Number.isFinite(realSkillMetrics.fcr_tecnico)
+        ? realSkillMetrics.fcr_tecnico
+        : 100 - skillTransferRate;
+      skillFcrReal = Number.isFinite(realSkillMetrics.fcr_real)
+        ? realSkillMetrics.fcr_real
+        : skillFcrTecnico;
+    } else {
+      // NO usar estimación - usar valores globales del backend directamente
+      // Esto asegura consistencia con el fresh path que usa valores directos del CSV
+      skillTransferRate = globalEscalation;  // Usar tasa global, sin estimación
+      skillAbandonmentRate = abandonmentRateBackend;
+      skillFcrTecnico = 100 - skillTransferRate;
+      skillFcrReal = globalFcrPct;
+      console.warn(`⚠️ No metrics_by_skill for skill ${skill} - using global rates`);
+    }
 
     // Complejidad inversa basada en transfer rate del skill
     const complexity_inverse_score = Math.max(
@@ -1221,29 +1395,18 @@ export function buildHeatmapFromBackend(
 
     // Métricas normalizadas 0-100 para el color del heatmap
     const ahtMetric = normalizeAhtMetric(aht_mean);
-;
 
-    const holdMetric = hold_p50
+    // Hold time metric: use hold_time_mean from backend (MEAN, not P50)
-      ? Math.max(
+    // Formula matches fresh path: 100 - (hold_time_mean / 60) * 10
-          0,
+    // This gives: 0s = 100, 60s = 90, 120s = 80, etc.
-          Math.min(
+    const skillHoldTimeMean = (realSkillMetrics && Number.isFinite(realSkillMetrics.hold_time_mean))
-            100,
+      ? realSkillMetrics.hold_time_mean
-            Math.round(
+      : hold_p50;  // Fallback to P50 only if no mean available
-              100 - (hold_p50 / 120) * 100
+
-            )
+    const holdMetric = skillHoldTimeMean > 0
-          )
+      ? Math.round(Math.max(0, Math.min(100, 100 - (skillHoldTimeMean / 60) * 10)))
-        )
       : 0;
 
-    // Transfer rate es el % real de transferencias POR SKILL
-    const transferMetric = Math.max(
-      0,
-      Math.min(
-        100,
-        Math.round(skillTransferRate)
-      )
-    );
-
     // Clasificación por segmento (si nos pasan mapeo)
     let segment: CustomerSegment | undefined;
     if (segmentMapping) {
@@ -1265,25 +1428,41 @@ export function buildHeatmapFromBackend(
       }
     }
 
+    // Métricas de transferencia y FCR (ahora usando valores REALES cuando disponibles)
+    const transferMetricFinal = Math.max(0, Math.min(100, Math.round(skillTransferRate)));
+
+    // CPI should be extracted from cpi_by_skill_channel using cpi_total field
+    const skillCpiRaw = cpiBySkillMap.get(skill);
+    // Only use if it's a valid number
+    const skillCpi = (Number.isFinite(skillCpiRaw) && skillCpiRaw > 0) ? skillCpiRaw : undefined;
+
+    // cost_volume: volumen sin abandonos (para cálculo de CPI consistente)
+    // Si tenemos abandonment_rate, restamos los abandonos
+    const costVolume = Math.round(volume * (1 - skillAbandonmentRate / 100));
+
     heatmap.push({
       skill,
       segment,
       volume,
+      cost_volume: costVolume,
       aht_seconds: aht_mean,
+      aht_total: aht_total,  // AHT con TODAS las filas (solo informativo)
       metrics: {
-        fcr: Math.round(globalFcrPct),
+        fcr: Math.round(skillFcrReal),        // FCR Real (sin transfer Y sin recontacto 7d)
+        fcr_tecnico: Math.round(skillFcrTecnico),  // FCR Técnico (comparable con benchmarks)
         aht: ahtMetric,
         csat: csatMetric0_100,
         hold_time: holdMetric,
-        transfer_rate: transferMetric,
+        transfer_rate: transferMetricFinal,
-        abandonment_rate: Math.round(abandonmentRateBackend),
+        abandonment_rate: Math.round(skillAbandonmentRate),
       },
       annual_cost,
+      cpi: skillCpi,  // CPI real del backend (si disponible)
       variability: {
         cv_aht: Math.round(cv_aht * 100), // %
         cv_talk_time: 0,
         cv_hold_time: 0,
-        transfer_rate: skillTransferRate,  // Transfer rate estimado por skill
+        transfer_rate: skillTransferRate,  // Transfer rate REAL o estimado
       },
       automation_readiness,
       dimensions: {