:root{
  --bg:#f4f6f8; --surface:#ffffff; --surface2:#f8fafc; --ink:#0f172a; --muted:#64748b; --line:#e2e8f0; --line2:#cbd5e1;
  --brand:#0f766e; --brand-ink:#ffffff; --brand-soft:#ccfbf1; --accent:#b45309; --danger:#b91c1c; --danger-soft:#fee2e2; --ok:#15803d; --ok-soft:#dcfce7; --warn:#b45309; --warn-soft:#fef3c7; --info:#1d4ed8; --info-soft:#dbeafe;
  --radius:10px; --shadow:0 1px 2px rgba(15,23,42,.06),0 4px 14px rgba(15,23,42,.06);
  --font:ui-sans-serif,system-ui,-apple-system,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif;
  --mono:ui-monospace,SFMono-Regular,Menlo,Consolas,monospace;
  --s-waiting:#475569; --s-notified:#4338ca; --s-called:#b45309; --s-serving:#0f766e; --s-on_hold:#c2410c; --s-transferred:#7e22ce; --s-completed:#15803d; --s-cancelled:#6b7280; --s-no_show:#b91c1c;
}
@media (prefers-color-scheme:dark){
  :root:not([data-theme=light]){--bg:#0b1220;--surface:#111a2c;--surface2:#16213a;--ink:#e5edf7;--muted:#94a3b8;--line:#223049;--line2:#2f4163;--brand:#2dd4bf;--brand-ink:#04211e;--brand-soft:#0b3b37;--danger:#f87171;--danger-soft:#3b1414;--ok:#4ade80;--ok-soft:#10301c;--warn:#fbbf24;--warn-soft:#3a2a08;--info:#93c5fd;--info-soft:#13284a;--shadow:0 1px 2px rgba(0,0,0,.4);
  --s-waiting:#94a3b8;--s-notified:#a5b4fc;--s-called:#fbbf24;--s-serving:#2dd4bf;--s-on_hold:#fb923c;--s-transferred:#d8b4fe;--s-completed:#4ade80;--s-cancelled:#9ca3af;--s-no_show:#f87171}
}
*{box-sizing:border-box}
html{-webkit-text-size-adjust:100%}
body{margin:0;font:15px/1.5 var(--font);background:var(--bg);color:var(--ink)}
a{color:var(--brand)}
h1,h2,h3{line-height:1.25;margin:0 0 .5em}
h1{font-size:1.6rem}h2{font-size:1.2rem}h3{font-size:1rem}
.muted{color:var(--muted)}.small{font-size:.85rem}.mono{font-family:var(--mono)}.right{text-align:right}.center{text-align:center}
.sr-only{position:absolute;width:1px;height:1px;overflow:hidden;clip:rect(0 0 0 0);white-space:nowrap}
:focus-visible{outline:3px solid var(--brand);outline-offset:2px;border-radius:4px}
button,input,select,textarea{font:inherit;color:inherit}
.btn{display:inline-flex;align-items:center;justify-content:center;gap:.4rem;padding:.55rem 1rem;border-radius:8px;border:1px solid var(--line2);background:var(--surface);cursor:pointer;font-weight:600;min-height:40px;text-decoration:none;color:var(--ink)}
.btn:hover{background:var(--surface2)}
.btn.primary{background:var(--brand);color:var(--brand-ink);border-color:var(--brand)}
.btn.primary:hover{filter:brightness(.95)}
.btn.danger{background:var(--danger);color:#fff;border-color:var(--danger)}
.btn.ghost{border-color:transparent;background:transparent}
.btn.sm{padding:.25rem .6rem;min-height:30px;font-size:.85rem}
.btn.xl{padding:1rem 1.6rem;font-size:1.2rem;min-height:64px;border-radius:12px}
.btn[disabled]{opacity:.5;cursor:not-allowed}
input[type=text],input[type=email],input[type=password],input[type=number],input[type=tel],input[type=date],input[type=time],input[type=search],select,textarea{width:100%;padding:.55rem .7rem;border:1px solid var(--line2);border-radius:8px;background:var(--surface);min-height:40px}
textarea{min-height:80px;resize:vertical}
label.field{display:block;margin-bottom:.9rem}
label.field>span.lbl{display:block;font-weight:600;font-size:.88rem;margin-bottom:.25rem}
.hint{font-size:.8rem;color:var(--muted);margin-top:.2rem}
.checks{display:flex;flex-wrap:wrap;gap:.4rem .9rem}
.checks label{display:inline-flex;align-items:center;gap:.4rem}
.card{background:var(--surface);border:1px solid var(--line);border-radius:var(--radius);box-shadow:var(--shadow);padding:1rem 1.1rem}
.card>h2:first-child,.card>h3:first-child{margin-top:0}
.grid{display:grid;gap:1rem}
.g2{grid-template-columns:repeat(2,minmax(0,1fr))}.g3{grid-template-columns:repeat(3,minmax(0,1fr))}.g4{grid-template-columns:repeat(4,minmax(0,1fr))}
.kpis{grid-template-columns:repeat(auto-fill,minmax(170px,1fr))}
@media (max-width:900px){.g2,.g3,.g4{grid-template-columns:1fr}}
.row{display:flex;gap:.6rem;align-items:center;flex-wrap:wrap}.row.between{justify-content:space-between}
.stack>*+*{margin-top:.8rem}
.kpi{padding:.8rem 1rem;border-radius:var(--radius);background:var(--surface);border:1px solid var(--line);text-align:left;cursor:default;width:100%}
button.kpi{cursor:pointer}button.kpi:hover{border-color:var(--brand)}
.kpi .v{font-size:1.7rem;font-weight:700;line-height:1.2;font-variant-numeric:tabular-nums}
.kpi .l{font-size:.78rem;color:var(--muted);text-transform:uppercase;letter-spacing:.04em}
.kpi .s{font-size:.78rem;color:var(--muted)}
.badge{display:inline-block;padding:.1rem .55rem;border-radius:999px;font-size:.75rem;font-weight:700;border:1px solid currentColor;white-space:nowrap}
.badge.s-waiting{color:var(--s-waiting)}.badge.s-notified{color:var(--s-notified)}.badge.s-called{color:var(--s-called)}.badge.s-serving{color:var(--s-serving)}.badge.s-on_hold{color:var(--s-on_hold)}
.badge.s-transferred{color:var(--s-transferred)}.badge.s-completed{color:var(--s-completed)}.badge.s-cancelled{color:var(--s-cancelled)}.badge.s-no_show{color:var(--s-no_show)}
.badge.ok{color:var(--ok)}.badge.warn{color:var(--warn)}.badge.bad{color:var(--danger)}.badge.info{color:var(--info)}.badge.mute{color:var(--muted)}
table{border-collapse:collapse;width:100%}
th,td{padding:.5rem .6rem;border-bottom:1px solid var(--line);text-align:left;vertical-align:middle}
th{font-size:.76rem;text-transform:uppercase;letter-spacing:.04em;color:var(--muted);white-space:nowrap;background:var(--surface2);position:sticky;top:0}
th.sortable{cursor:pointer}th.sortable:hover{color:var(--ink)}
td.num,th.num{text-align:right;font-variant-numeric:tabular-nums}
.tablewrap{overflow:auto;max-height:70vh;border:1px solid var(--line);border-radius:var(--radius);background:var(--surface)}
.empty{padding:2rem;text-align:center;color:var(--muted)}
.alert{padding:.7rem .9rem;border-radius:8px;border:1px solid;margin:.5rem 0}
.alert.err{background:var(--danger-soft);border-color:var(--danger);color:var(--danger)}
.alert.warn{background:var(--warn-soft);border-color:var(--warn);color:var(--warn)}
.alert.ok{background:var(--ok-soft);border-color:var(--ok);color:var(--ok)}
.alert.info{background:var(--info-soft);border-color:var(--info);color:var(--info)}
.toasts{position:fixed;right:1rem;bottom:1rem;display:flex;flex-direction:column;gap:.5rem;z-index:300;max-width:min(92vw,380px)}
.toast{padding:.7rem 1rem;border-radius:8px;background:var(--ink);color:var(--bg);box-shadow:var(--shadow)}
.toast.err{background:var(--danger);color:#fff}.toast.ok{background:var(--ok);color:#fff}
.overlay{position:fixed;inset:0;background:rgba(2,6,23,.55);display:flex;align-items:flex-start;justify-content:center;padding:4vh 1rem;overflow:auto;z-index:200}
.modal{background:var(--surface);border-radius:12px;max-width:640px;width:100%;box-shadow:0 20px 50px rgba(0,0,0,.35)}
.modal.wide{max-width:960px}
.modal header{padding:1rem 1.2rem;border-bottom:1px solid var(--line);display:flex;justify-content:space-between;align-items:center}
.modal header h2{margin:0}
.modal .body{padding:1.1rem 1.2rem}
.modal footer{padding:.8rem 1.2rem;border-top:1px solid var(--line);display:flex;justify-content:flex-end;gap:.5rem;flex-wrap:wrap}
/* connectivity banner */
.conn{position:sticky;top:0;z-index:150;padding:.4rem .8rem;font-size:.85rem;text-align:center;background:var(--warn-soft);color:var(--warn);border-bottom:1px solid var(--warn)}
.conn.ok{display:none}.conn.bad{background:var(--danger-soft);color:var(--danger);border-color:var(--danger)}
.demo-banner{background:#fef3c7;color:#78350f;text-align:center;font-size:.8rem;padding:.25rem}
/* staff shell */
.shell{display:grid;grid-template-columns:240px 1fr;min-height:100vh}
.side{background:var(--surface);border-right:1px solid var(--line);padding:1rem .6rem;position:sticky;top:0;height:100vh;overflow:auto}
.side .brand{display:flex;gap:.6rem;align-items:center;padding:.2rem .6rem 1rem;font-weight:800}
.side .brand img,.logo{width:34px;height:34px;border-radius:8px;object-fit:contain;background:var(--brand-soft)}
.side nav a{display:flex;align-items:center;gap:.6rem;padding:.5rem .7rem;border-radius:8px;text-decoration:none;color:var(--ink);font-weight:500}
.side nav a:hover{background:var(--surface2)}
.side nav a[aria-current=page]{background:var(--brand);color:var(--brand-ink)}
.side nav h4{margin:1rem .7rem .3rem;font-size:.7rem;text-transform:uppercase;color:var(--muted);letter-spacing:.06em}
.main{padding:1.2rem 1.4rem 4rem;min-width:0}
.topbar{display:flex;justify-content:space-between;align-items:center;gap:.8rem;flex-wrap:wrap;margin-bottom:1rem}
.menu-btn{display:none}
@media (max-width:860px){.shell{grid-template-columns:1fr}.side{position:fixed;left:0;top:0;bottom:0;width:260px;z-index:180;transform:translateX(-105%);transition:transform .2s}.side.open{transform:none}.menu-btn{display:inline-flex}.main{padding:1rem}}
.toolbar{display:flex;gap:.6rem;flex-wrap:wrap;align-items:end;margin-bottom:1rem}
.toolbar label{font-size:.78rem;color:var(--muted);display:block}
.toolbar input,.toolbar select{min-width:140px;width:auto}
/* agent console */
.big-ticket{font-size:clamp(3rem,10vw,6rem);font-weight:800;letter-spacing:.02em;line-height:1;font-variant-numeric:tabular-nums}
.actions{display:grid;grid-template-columns:repeat(auto-fit,minmax(150px,1fr));gap:.7rem}
/* queue list */
.qitem{display:flex;gap:.6rem;align-items:center;justify-content:space-between;padding:.45rem .6rem;border-bottom:1px solid var(--line)}
.pill{display:inline-block;padding:.05rem .5rem;border-radius:6px;background:var(--surface2);border:1px solid var(--line);font-size:.78rem}
.counter-card{border:1px solid var(--line);border-radius:var(--radius);padding:.8rem;background:var(--surface)}
.counter-card.open{border-color:var(--brand)}.counter-card.paused{border-color:var(--warn)}
.steps{display:flex;gap:.3rem;margin:1rem 0;flex-wrap:wrap}
.steps .step{flex:1;min-width:90px;text-align:center;padding:.4rem;border-bottom:4px solid var(--line);font-size:.8rem;color:var(--muted)}
.steps .step.done{border-color:var(--brand);color:var(--ink)}.steps .step.now{border-color:var(--brand);font-weight:700;color:var(--brand)}
/* charts */
.chart{width:100%;height:auto;display:block}
.chart text{fill:var(--muted);font-size:11px}
.chart .gridline{stroke:var(--line);stroke-width:1}
.chart .bar{cursor:pointer}.chart .bar:hover{opacity:.8}
.legend{display:flex;gap:1rem;flex-wrap:wrap;font-size:.8rem;color:var(--muted);margin:.3rem 0}
.legend i{display:inline-block;width:10px;height:10px;border-radius:2px;margin-right:.35rem;vertical-align:-1px}
.sla-dot{display:inline-block;width:10px;height:10px;border-radius:50%;margin-right:.4rem}
.sla-dot.ok{background:var(--ok)}.sla-dot.warn{background:var(--warn)}.sla-dot.breach{background:var(--danger)}.sla-dot.nodata{background:var(--line2)}
.pager{display:flex;gap:.5rem;align-items:center;justify-content:flex-end;padding:.6rem 0}
.tabs{display:flex;gap:.2rem;border-bottom:1px solid var(--line);margin-bottom:1rem;flex-wrap:wrap}
.tabs button{padding:.5rem .9rem;background:none;border:none;border-bottom:3px solid transparent;cursor:pointer;font-weight:600;color:var(--muted)}
.tabs button[aria-selected=true]{color:var(--brand);border-color:var(--brand)}
/* public pages */
.pub{max-width:760px;margin:0 auto;padding:1rem 1rem 4rem}
.pub header.top{display:flex;align-items:center;gap:.8rem;padding:1rem 0}
.pub header.top h1{margin:0;font-size:1.25rem}
.choice{display:flex;justify-content:space-between;align-items:center;gap:1rem;width:100%;text-align:left;padding:1rem;border:2px solid var(--line);border-radius:12px;background:var(--surface);cursor:pointer;margin-bottom:.6rem;min-height:64px}
.choice:hover,.choice:focus-visible{border-color:var(--brand)}
.choice[aria-pressed=true]{border-color:var(--brand);background:var(--brand-soft);box-shadow:0 0 0 3px var(--brand)}
.badge.sel{background:var(--brand);color:var(--brand-ink);border-color:var(--brand);font-weight:700}
.where{margin:.2rem 0 .8rem;padding:.55rem .8rem;border-left:4px solid var(--brand);background:var(--brand-soft);border-radius:6px}
.choice[disabled]{opacity:.55;cursor:not-allowed}
.ticketcard{text-align:center;padding:1.5rem 1rem}
.ticketcard .num{font-size:4.2rem;font-weight:800;letter-spacing:.03em;line-height:1.1}
.qr{width:180px;height:180px;margin:.5rem auto;background:#fff;padding:6px;border-radius:8px}
@media print{body{background:#fff;color:#000}.noprint,.conn,.toasts,.demo-banner{display:none!important}.card{box-shadow:none;border:1px solid #000}}