/* Shift Ops demo · "clean blue" design system (light + dark) */
:root{--radius-sm:8px;--radius-md:12px;--radius-lg:16px;--radius-pill:999px}
.th-light{color-scheme:light;
  --surface:#F3F4F6;--surface-raised:#FFFFFF;--surface-sunken:#EDEFF2;--sidebar:#FFFFFF;
  --border:#E5E7EB;--border-strong:#6B7280;--ink:#1F242E;--ink-muted:#525A68;
  --primary:#2563EB;--on-primary:#FFFFFF;--primary-hover:#1D4ED8;--accent:#3B82F6;--highlight:#DBEAFE;--focus-ring:#2563EB;
  --online:#349C48;--break:#EC9F1B;--offline:#9CA3AF;
  --amber-bg:#FCF0D9;--amber-ink:#8A5A00;--danger:#B80A10;--danger-bg:#FCE3E4;--ok-ink:#1F7A33;--ok-bg:#E4F3E8;
  --shadow:0 12px 32px rgba(17,24,39,.14)}
.th-dark{color-scheme:dark;
  --surface:#171B23;--surface-raised:#1F242E;--surface-sunken:#12151B;--sidebar:#1B1F28;
  --border:#2E3542;--border-strong:#7A8496;--ink:#F3F4F6;--ink-muted:#A7AFBD;
  --primary:#60A5FA;--on-primary:#0B1220;--primary-hover:#93C5FD;--accent:#3B82F6;--highlight:#1E3A5F;--focus-ring:#93C5FD;
  --online:#4CC066;--break:#F2B84B;--offline:#6B7280;
  --amber-bg:#3F2E08;--amber-ink:#F2B84B;--danger:#FF8A8E;--danger-bg:#40141A;--ok-ink:#6FD184;--ok-bg:#0F3A28;
  --shadow:0 12px 32px rgba(0,0,0,.5)}

*{box-sizing:border-box}
html,body{margin:0;height:100%}
body{font-family:'Poppins',system-ui,sans-serif;font-size:16px;line-height:24px;background:#F3F4F6}
#app{min-height:100%;height:100%;background:var(--surface);color:var(--ink)}
button,input,select,textarea{font:inherit;color:inherit}
button{cursor:pointer}
:focus-visible{outline:2px solid var(--focus-ring);outline-offset:2px}
.sr-only{position:absolute;width:1px;height:1px;overflow:hidden;clip:rect(0 0 0 0);white-space:nowrap}
.muted{color:var(--ink-muted)}
.small{font-size:14px;line-height:20px}
.caption{font-size:12px;line-height:16px}
h1,h2,h3{margin:0;font-weight:600}
h1{font-size:24px;line-height:32px}
h2{font-size:18px;line-height:24px}
h3{font-size:16px;line-height:24px}
svg.i{width:18px;height:18px;flex:none;stroke:currentColor;fill:none;stroke-width:1.7;stroke-linecap:round;stroke-linejoin:round}
svg.i.sm{width:14px;height:14px}

/* buttons */
.btn{display:inline-flex;align-items:center;justify-content:center;gap:6px;min-height:40px;padding:0 16px;border-radius:var(--radius-sm);border:1px solid var(--border-strong);background:var(--surface-raised);font-size:14px;font-weight:500;white-space:nowrap}
.btn:hover{background:var(--surface-sunken)}
.btn.primary{background:var(--primary);border-color:var(--primary);color:var(--on-primary)}
.btn.primary:hover{background:var(--primary-hover);border-color:var(--primary-hover)}
.btn.ghost{border-color:transparent;background:transparent}
.btn.ghost:hover{background:var(--surface-sunken)}
.btn.sm{min-height:32px;padding:0 12px;font-size:13px}
.btn.danger{color:var(--danger);border-color:var(--danger)}
.btn:disabled{opacity:.5;cursor:not-allowed}
.icon-btn{width:40px;height:40px;display:inline-flex;align-items:center;justify-content:center;border-radius:var(--radius-sm);border:1px solid transparent;background:transparent}
.icon-btn:hover{background:var(--surface-sunken)}
.chip{display:inline-flex;align-items:center;gap:4px;padding:2px 10px;border-radius:var(--radius-pill);border:1px solid var(--border-strong);background:var(--surface);font-size:12px;line-height:18px;font-weight:500;white-space:nowrap}
.chip.solid{background:var(--primary);border-color:var(--primary);color:var(--on-primary)}
.chip.amber{background:var(--amber-bg);border-color:var(--amber-ink);color:var(--amber-ink)}
.chip.red{background:var(--danger-bg);border-color:var(--danger);color:var(--danger)}
.chip.green{background:var(--ok-bg);border-color:var(--ok-ink);color:var(--ok-ink)}
.chip.dashed{border-style:dashed}
button.chip{min-height:32px;padding:4px 12px;font-size:13px}
button.chip[aria-pressed="true"]{background:var(--highlight);border-color:var(--primary);color:var(--ink)}
.card{background:var(--surface-raised);border:1px solid var(--border);border-radius:var(--radius-lg)}
.dot{width:8px;height:8px;border-radius:50%;display:inline-block;flex:none}
input.field,select.field,textarea.field{width:100%;min-height:44px;padding:10px 14px;border:1px solid var(--border-strong);border-radius:var(--radius-sm);background:var(--surface-raised)}
textarea.field{resize:vertical}
label.lbl{display:block;font-size:14px;font-weight:500;margin-bottom:6px}

/* login */
.login{min-height:100%;display:grid;grid-template-columns:1fr 1fr}
.login-art{background:var(--primary);color:var(--on-primary);padding:48px;display:flex;flex-direction:column;justify-content:space-between}
.th-dark .login-art{background:#1E3A8A;color:#fff}
.login-art .big{font-size:40px;line-height:48px;font-weight:600;max-width:440px}
.login-main{display:flex;align-items:center;justify-content:center;padding:32px 16px;position:relative}
.login-box{width:100%;max-width:420px}
.role-list{display:grid;gap:12px;margin:24px 0}
.role{display:flex;align-items:center;gap:14px;width:100%;text-align:left;padding:16px;border-radius:var(--radius-md);border:1px solid var(--border-strong);background:var(--surface-raised)}
.role:hover:not(:disabled){border-color:var(--primary);background:var(--highlight)}
.role:disabled{cursor:not-allowed;opacity:.6;border-style:dashed}
.role .av{width:44px;height:44px;border-radius:50%;display:flex;align-items:center;justify-content:center;font-weight:600;background:var(--highlight);color:var(--ink);flex:none}

/* theme toggle */
.tg{display:inline-flex;gap:2px;padding:3px;border:1px solid var(--border);border-radius:var(--radius-pill);background:var(--surface)}
.tg button{display:flex;align-items:center;gap:6px;height:32px;padding:0 12px;border:0;border-radius:var(--radius-pill);background:transparent;color:var(--ink-muted);font-size:14px;font-weight:600}
.tg button[aria-pressed="true"]{background:var(--primary);color:var(--on-primary)}

/* shell */
.shell{display:grid;grid-template-columns:232px 1fr;height:100%}
.side{background:var(--sidebar);border-right:1px solid var(--border);display:flex;flex-direction:column;padding:20px 12px;gap:4px;overflow:auto}
.brand{display:flex;align-items:center;gap:10px;padding:4px 8px 16px;font-weight:600;font-size:18px}
.brand .mark{width:32px;height:32px;border-radius:var(--radius-sm);background:var(--primary);display:flex;align-items:center;justify-content:center;color:var(--on-primary)}
.me{display:flex;align-items:center;gap:10px;padding:8px}
.me .av{width:44px;height:44px;border-radius:50%;background:var(--highlight);display:flex;align-items:center;justify-content:center;font-weight:600}
.status-sel{margin:4px 8px 16px;display:flex;align-items:center;gap:8px;border:1px solid var(--border-strong);border-radius:var(--radius-sm);padding:0 10px;min-height:40px;background:var(--surface-raised)}
.status-sel select{border:0;background:transparent;flex:1;min-height:38px;font-size:14px;outline:none}
.nav-h{font-size:12px;font-weight:600;letter-spacing:.06em;text-transform:uppercase;color:var(--ink-muted);padding:12px 8px 4px}
.nav a{display:flex;align-items:center;gap:10px;padding:8px 10px;border-radius:var(--radius-sm);color:inherit;text-decoration:none;font-size:15px}
.nav a:hover{background:var(--surface-sunken)}
.nav a[aria-current="page"]{background:var(--highlight);font-weight:500}
.nav .count{margin-left:auto;font-size:12px;min-width:24px;text-align:center;border-radius:var(--radius-pill);padding:0 7px;border:1px solid var(--border-strong)}
.nav .count.hot{background:var(--primary);border-color:var(--primary);color:var(--on-primary)}
.side-foot{margin-top:auto;display:grid;gap:4px;padding-top:12px}
.main{display:flex;flex-direction:column;min-width:0;min-height:0}
.top{height:68px;flex:none;display:flex;align-items:center;gap:16px;padding:0 24px;background:var(--surface-raised);border-bottom:1px solid var(--border)}
.search{flex:1;max-width:420px;display:flex;align-items:center;gap:8px;background:var(--surface);border-radius:var(--radius-md);padding:0 14px;min-height:42px}
.search input{border:0;background:transparent;flex:1;outline:none;min-height:40px;font-size:14px}
.top .spacer{flex:1}
.menu-btn{display:none}
.content{flex:1;min-height:0;overflow:auto}
.page{padding:24px;max-width:1280px}
.page-head{display:flex;align-items:center;gap:16px;flex-wrap:wrap;margin-bottom:20px}
.banner{display:flex;align-items:flex-start;gap:12px;padding:12px 16px;border-radius:var(--radius-md);background:var(--highlight);margin-bottom:16px;font-size:14px;line-height:20px}
.banner .x{margin-left:auto}

/* dashboard */
.grid-kpi{display:grid;grid-template-columns:repeat(4,1fr);gap:16px;margin-bottom:16px}
.kpi{padding:16px 20px}
.kpi .v{font-size:32px;line-height:36px;font-weight:600;margin-top:4px}
.dash-2{display:grid;grid-template-columns:1.4fr 1fr;gap:16px}
.panel{padding:16px 20px}
.panel-h{display:flex;align-items:center;gap:8px;margin-bottom:8px}
.list-row{display:flex;align-items:center;gap:12px;padding:10px 0;border-top:1px solid var(--border)}
.list-row:first-of-type{border-top:0}
.bar{height:8px;border-radius:4px;background:var(--surface-sunken);overflow:hidden}
.bar>span{display:block;height:100%;background:var(--primary)}
table.tbl{width:100%;border-collapse:collapse;font-size:14px;line-height:20px}
.tbl th{text-align:left;font-weight:600;padding:8px 10px;border-bottom:1.5px solid var(--primary);white-space:nowrap}
.tbl td{padding:10px;border-bottom:1px solid var(--border);vertical-align:middle}
.tbl td:first-child{white-space:nowrap;font-weight:600}
.tbl tr.sel td{background:var(--highlight)}
.tbl tr.clickable{cursor:pointer}
.tbl tr.clickable:hover td{background:var(--surface-sunken)}

/* chats */
.chats{display:grid;grid-template-columns:320px 1fr 300px;height:100%;min-height:0}
.clist{border-right:1px solid var(--border);display:flex;flex-direction:column;min-height:0}
.clist-h{padding:12px 16px;background:var(--surface-raised);border-bottom:1px solid var(--border);display:flex;flex-direction:column;gap:10px}
.tabs{display:flex;gap:4px;background:var(--surface-sunken);border-radius:var(--radius-sm);padding:4px}
.tabs button{flex:1;border:0;background:transparent;border-radius:6px;padding:6px 8px;font-size:13px;font-weight:500;white-space:nowrap}
.tabs button[aria-pressed="true"]{background:var(--surface-raised);box-shadow:0 1px 2px rgba(0,0,0,.08)}
.th-dark .tabs button[aria-pressed="true"]{background:var(--highlight)}
.clist-body{flex:1;overflow:auto;padding:12px;display:flex;flex-direction:column;gap:8px}
.citem{display:block;width:100%;text-align:left;padding:12px 14px;border-radius:var(--radius-md);border:1px solid var(--border);background:var(--surface-raised)}
.citem:hover{border-color:var(--border-strong)}
.citem[aria-current="true"]{background:var(--highlight);border-color:var(--primary)}
.citem .r1{display:flex;align-items:baseline;gap:8px}
.citem .nm{font-weight:600;flex:1;min-width:0;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}
.citem .r2{display:flex;gap:6px;align-items:center;margin-top:6px;flex-wrap:wrap}
.citem .prev{font-size:13px;line-height:18px;color:var(--ink-muted);margin-top:4px;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}
.unread{width:10px;height:10px;border-radius:50%;background:var(--primary);flex:none}
.conv{display:flex;flex-direction:column;min-width:0;min-height:0}
.conv-h{min-height:60px;flex:none;display:flex;align-items:center;gap:10px;padding:8px 16px;background:var(--surface-raised);border-bottom:1px solid var(--border);flex-wrap:wrap}
.conv-h .who{font-weight:600;font-size:17px;margin-right:auto;display:flex;align-items:center;gap:8px;min-width:0}
.statebar{display:flex;align-items:center;gap:10px;padding:10px 16px;font-size:14px;line-height:20px;border-bottom:1px solid var(--border);background:var(--surface-raised)}
.statebar.amber{background:var(--amber-bg);color:var(--amber-ink)}
.statebar.tip{background:var(--highlight)}
.statebar .act{margin-left:auto;display:flex;gap:8px}
.msgs{flex:1;overflow:auto;padding:16px 20px;display:flex;flex-direction:column;gap:12px}
.msg{max-width:min(520px,80%);padding:10px 14px;border-radius:var(--radius-lg);font-size:15px;line-height:22px;border:1px solid var(--border);background:var(--surface-raised);overflow-wrap:anywhere}
.msg .t{font-size:12px;line-height:16px;color:var(--ink-muted);margin-top:4px;text-align:right}
.msg.customer{align-self:flex-start;border-bottom-left-radius:4px}
.msg.agent{align-self:flex-end;background:var(--primary);border-color:var(--primary);color:var(--on-primary);border-bottom-right-radius:4px}
.msg.agent .t{color:inherit;opacity:.85}
.msg.auto{align-self:flex-end;border-style:dashed}
.msg.note{align-self:center;width:min(560px,100%);max-width:100%;background:var(--amber-bg);border:1.5px dashed var(--amber-ink);border-radius:var(--radius-md)}
.msg.note .lab{font-size:12px;font-weight:600;letter-spacing:.03em;text-transform:uppercase;color:var(--amber-ink);display:flex;align-items:center;gap:6px;margin-bottom:2px}
.msg.note.sup{border-style:solid}
.sys{align-self:center;font-size:13px;color:var(--ink-muted);display:flex;align-items:center;gap:10px;width:100%}
.sys::before,.sys::after{content:"";flex:1;border-top:1px solid var(--border)}
.masked{display:inline-flex;align-items:center;gap:4px;padding:0 8px;border-radius:var(--radius-pill);background:var(--surface-sunken);color:var(--ink);font-size:13px;border:1px dashed var(--border-strong)}
.typing{align-self:flex-start;font-size:13px;color:var(--ink-muted);font-style:italic}
.composer{flex:none;border-top:1px solid var(--border);background:var(--surface-raised);padding:12px 16px;display:flex;flex-direction:column;gap:8px}
.composer.note-mode{background:var(--amber-bg)}
.composer textarea{width:100%;min-height:72px;max-height:180px;resize:vertical;border:1px solid var(--border-strong);border-radius:var(--radius-md);padding:10px 14px;background:var(--surface-raised);font-size:15px;line-height:22px}
.composer .row{display:flex;align-items:center;gap:8px;flex-wrap:wrap}
.quick{display:flex;gap:6px;flex-wrap:wrap}
.info{border-left:1px solid var(--border);overflow:auto;padding:20px 16px;display:flex;flex-direction:column;gap:16px;background:var(--surface)}
.info .who{display:flex;align-items:center;gap:12px}
.avatar{width:44px;height:44px;border-radius:50%;display:flex;align-items:center;justify-content:center;font-weight:600;flex:none;background:var(--highlight);color:var(--ink)}
.avatar.sm{width:32px;height:32px;font-size:13px}
.kv{display:grid;grid-template-columns:auto 1fr;gap:4px 12px;font-size:14px;line-height:20px}
.kv dt{color:var(--ink-muted)}
.kv dd{margin:0;text-align:right;font-weight:500}
.empty{display:flex;flex-direction:column;align-items:center;justify-content:center;text-align:center;gap:8px;padding:48px 24px;color:var(--ink-muted);height:100%}
.empty svg.i{width:40px;height:40px;stroke-width:1.3}
.back{display:none}

/* modal */
.scrim{position:fixed;inset:0;background:rgba(17,24,39,.45);display:flex;align-items:center;justify-content:center;padding:16px;z-index:50}
.modal{width:100%;max-width:520px;max-height:calc(100vh - 32px);overflow:auto;background:var(--surface-raised);border-radius:var(--radius-lg);box-shadow:var(--shadow);padding:24px}
.modal .foot{display:flex;justify-content:flex-end;gap:8px;margin-top:20px;flex-wrap:wrap}
.stack{display:grid;gap:14px}
.menu{position:absolute;right:0;top:44px;min-width:240px;background:var(--surface-raised);border:1px solid var(--border);border-radius:var(--radius-md);box-shadow:var(--shadow);padding:6px;z-index:20}
.menu button{display:flex;align-items:center;gap:10px;width:100%;text-align:left;border:0;background:transparent;padding:10px 12px;border-radius:var(--radius-sm);font-size:14px}
.menu button:hover{background:var(--surface-sunken)}
#toast{position:fixed;left:50%;bottom:24px;transform:translateX(-50%);z-index:60;pointer-events:none}
#toast .t{background:#1F242E;color:#fff;padding:10px 18px;border-radius:var(--radius-pill);font-size:14px;box-shadow:0 8px 24px rgba(0,0,0,.25);font-family:'Poppins',system-ui,sans-serif}

/* tasks */
.tasks{display:grid;grid-template-columns:1fr 360px;gap:16px;align-items:start}
.check{display:flex;align-items:center;gap:10px;font-size:14px;padding:4px 0}
.check input{width:18px;height:18px;accent-color:var(--primary)}

/* responsive */
@media (max-width:1180px){
  .chats{grid-template-columns:300px 1fr}
  .chats .info{display:none}
  .chats.show-info .info{display:flex;position:fixed;right:0;top:0;bottom:0;width:min(340px,100%);z-index:40;box-shadow:var(--shadow);background:var(--surface-raised)}
  .grid-kpi{grid-template-columns:repeat(2,1fr)}
  .dash-2,.tasks{grid-template-columns:1fr}
}
@media (max-width:860px){
  .login{grid-template-columns:1fr}
  .login-art{padding:32px 16px}
  .login-art .big{font-size:28px;line-height:36px}
  .shell{grid-template-columns:1fr}
  .side{position:fixed;inset:0 auto 0 0;width:260px;z-index:45;transform:translateX(-100%);transition:transform .2s}
  .shell.nav-open .side{transform:none;box-shadow:var(--shadow)}
  .menu-btn{display:inline-flex}
  .top{padding:0 12px;gap:8px}
  .top .tg span{display:none}
  .search{display:none}
  .page{padding:16px}
  .chats{grid-template-columns:1fr}
  .chats.has-chat .clist{display:none}
  .chats:not(.has-chat) .conv{display:none}
  .back{display:inline-flex}
  .grid-kpi{grid-template-columns:1fr 1fr;gap:10px}
  .kpi .v{font-size:26px;line-height:32px}
}
@media (prefers-reduced-motion:reduce){*{transition:none!important}}
.msg.note .lab span{white-space:nowrap}

/* notifications */
.bell{position:relative}
.bell .badge{position:absolute;top:4px;right:2px;min-width:18px;height:18px;padding:0 5px;border-radius:9px;background:var(--danger);color:#fff;font-size:11px;line-height:18px;font-weight:600;text-align:center}
.th-dark .bell .badge{background:#F2474D}
.menu.notifs{width:min(380px,calc(100vw - 24px));max-height:min(480px,calc(100vh - 90px));overflow:auto;padding:0}
.notifs-h{display:flex;align-items:center;gap:8px;padding:14px 16px;border-bottom:1px solid var(--border);position:sticky;top:0;background:var(--surface-raised)}
.notifs-h h2{flex:1}
.menu .notif{display:flex;align-items:flex-start;gap:12px;width:100%;text-align:left;border:0;border-bottom:1px solid var(--border);border-radius:0;background:transparent;padding:12px 16px}
.menu .notif.new{background:var(--highlight)}
.menu .notif:hover{background:var(--surface-sunken)}
.notif .nb{flex:1;min-width:0;display:flex;flex-direction:column}
.notif .nt{font-size:14px;line-height:20px;font-weight:500}
.notif .ns{font-size:13px;line-height:18px;color:var(--ink-muted);overflow:hidden;text-overflow:ellipsis;display:-webkit-box;-webkit-line-clamp:2;-webkit-box-orient:vertical}
.notif .unread{margin-top:6px}
.side-foot .tg{width:100%}
.side-foot .tg button{flex:1;justify-content:center}

/* unread counter, WhatsApp style */
.count-bubble{display:inline-flex;align-items:center;justify-content:center;min-width:22px;height:22px;padding:0 6px;border-radius:11px;background:var(--primary);color:var(--on-primary);font-size:12px;line-height:22px;font-weight:600;flex:none}
.citem .when-new{color:var(--primary);font-weight:600}

/* v3: scenarios */
.netbar{display:flex;align-items:center;gap:10px;padding:10px 24px;background:var(--danger-bg);color:var(--danger);font-size:14px;line-height:20px;border-bottom:1px solid var(--danger)}
.shift-card{display:flex;align-items:center;justify-content:space-between;gap:8px;flex-wrap:wrap;margin:0 4px 10px;padding:10px 12px;border-radius:var(--radius-md);background:var(--surface);border:1px solid var(--border);font-size:13px;line-height:18px}
.shift-card.soon{background:var(--amber-bg);border-color:var(--amber-ink);color:var(--amber-ink)}
.shift-card.soon .btn{color:var(--ink)}
.statebar.warn{background:var(--danger-bg);color:var(--ink)}
.statebar.warn svg{color:var(--danger)}
.msg.note.reject{border-style:solid;border-color:var(--danger);background:var(--danger-bg)}
.msg.note.reject .lab{color:var(--danger)}
.msg.has-photo{padding:6px 6px 8px}
.msg.has-photo > div:not(.t){padding:0 8px}
.msg .photo{display:block;padding:0;border:0;background:none;border-radius:var(--radius-md);overflow:hidden;cursor:zoom-in}
.msg .photo img{display:block;width:280px;max-width:100%;height:auto}
.coupon{display:flex;align-items:center;gap:12px;padding:6px 2px}
.coupon svg.i{width:28px;height:28px}
.coupon .code{font-size:18px;line-height:24px;font-weight:600;letter-spacing:.06em}
.msg.failed{opacity:.92;border-style:dashed}
.msg.agent.failed{background:var(--surface-raised);color:var(--ink);border-color:var(--danger)}
.msg .fail{display:inline-flex;align-items:center;gap:4px;color:var(--danger);font-weight:600}
.msg .retry{margin-top:6px}
.more-tags{position:relative;display:inline-flex}
.more-tags .pop{display:none;position:absolute;left:0;top:26px;z-index:30;width:220px;padding:10px 12px;background:var(--surface-raised);border:1px solid var(--border-strong);border-radius:var(--radius-md);box-shadow:var(--shadow);font-size:13px;line-height:18px;flex-direction:column;gap:8px;white-space:normal;text-align:left}
.more-tags:hover .pop,.citem:focus-visible .more-tags .pop{display:flex}
.pop-tags{display:flex;flex-wrap:wrap;gap:4px}
.prev-item{display:flex;align-items:center;gap:8px;width:100%;text-align:left;padding:10px 12px;margin-bottom:6px;border:1px solid var(--border);border-radius:var(--radius-md);background:var(--surface-raised);font-size:14px;line-height:20px}
.prev-item:hover{border-color:var(--primary)}
.notfound{border-color:var(--amber-ink);background:var(--amber-bg)}
.notfound h3{color:var(--amber-ink)}
.handoff-row{padding:14px 0;border-top:1px solid var(--border)}
.handoff-row .hr-head{display:flex;align-items:center;gap:10px;margin-bottom:8px}
.banner.warnb{background:var(--amber-bg);color:var(--amber-ink);flex-wrap:wrap}
.banner.warnb .btn{color:var(--ink)}
.ended{min-height:100%;display:flex;align-items:center;justify-content:center;padding:24px 16px}
.ended-card{max-width:640px;width:100%;padding:32px;text-align:center}
.ok-mark{width:56px;height:56px;border-radius:50%;background:var(--ok-bg);color:var(--ok-ink);display:flex;align-items:center;justify-content:center;margin:0 auto 14px}
.ok-mark svg.i{width:28px;height:28px;stroke-width:2.2}
.modal.wide{max-width:640px}
.hist{display:flex;flex-direction:column;gap:10px;padding:12px;border-radius:var(--radius-md);background:var(--surface);max-height:320px;overflow:auto}
@media (max-width:860px){.netbar{padding:10px 12px}.ended-card{padding:24px 16px}}
.conv-h{flex-wrap:nowrap}
.conv-h .who{flex:1;min-width:0}
.conv-h .chip.amber{flex:none}
@media (max-width:1180px){.conv-h .chip.amber span,.conv-h .chip.amber{font-size:0;gap:0;padding:4px 8px}.conv-h .chip.amber svg{width:16px;height:16px}}
.statebar.watch{background:var(--highlight);font-size:13px;line-height:18px;padding:8px 16px}

/* v4: start of shift, Dana, tour, undo, task handoff */
.start{min-height:100%;display:flex;justify-content:center;padding:32px 16px;background:var(--surface)}
.start-wrap{width:100%;max-width:980px}
.start-head{display:flex;align-items:center;gap:12px;margin-bottom:24px}
.start-grid{display:grid;grid-template-columns:1.1fr 1fr;gap:16px}
.brief{border-color:var(--primary);background:linear-gradient(var(--highlight),var(--highlight)) top/100% 4px no-repeat var(--surface-raised)}
.brief-list{margin:8px 0 0;padding-left:20px;display:grid;gap:10px;font-size:15px;line-height:22px}
.handed-item{padding:12px 0;border-top:1px solid var(--border)}
.handed-item:first-of-type{border-top:0}
.start-foot{display:flex;align-items:center;gap:16px;flex-wrap:wrap;margin-top:20px;padding:16px 20px;border-radius:var(--radius-lg);background:var(--surface-raised);border:1px solid var(--border)}
.from-dana{grid-column:1 / -1}
.from-dana .list-row{align-items:flex-start}
.statebar.handed{background:var(--surface-sunken);font-size:13px;line-height:18px;padding:8px 16px}
.sending{display:inline-flex;align-items:center;gap:6px;font-style:italic}
.undo{border:0;background:transparent;color:inherit;font:inherit;font-weight:600;text-decoration:underline;padding:0 2px;cursor:pointer;font-style:normal}
.msg.agent .undo{color:var(--on-primary)}
.task-hand{padding:10px 0;border-top:1px solid var(--border)}
.task-hand:first-of-type{border-top:0}
.th-row{display:flex;align-items:center;gap:10px;flex-wrap:wrap;font-size:14px;line-height:20px}
.tour{position:fixed;right:16px;bottom:16px;z-index:35;width:320px;max-width:calc(100vw - 32px);background:var(--surface-raised);border:1px solid var(--border);border-radius:var(--radius-lg);box-shadow:var(--shadow);padding:12px 14px 14px}
.tour-h{display:flex;align-items:center;gap:8px}
.tour-h .icon-btn{width:32px;height:32px}
.tour-bar{height:4px;border-radius:2px;background:var(--surface-sunken);margin:8px 0 6px;overflow:hidden}
.tour-bar span{display:block;height:100%;background:var(--primary)}
.tour-step{display:flex;gap:10px;padding:8px 0;font-size:14px;line-height:20px}
.tour-step .tt{font-weight:500}
.tour-step.done .tt{color:var(--ink-muted);text-decoration:line-through}
.tour-dot{width:24px;height:24px;border-radius:50%;flex:none;display:flex;align-items:center;justify-content:center;font-size:12px;font-weight:600;border:1.5px solid var(--border-strong)}
.tour-step.cur .tour-dot{border-color:var(--primary);background:var(--primary);color:var(--on-primary)}
.tour-step.done .tour-dot{border-color:var(--ok-ink);background:var(--ok-bg);color:var(--ok-ink)}
.tour-pill{position:fixed;right:16px;bottom:16px;z-index:35;display:inline-flex;align-items:center;gap:8px;min-height:40px;padding:0 16px;border-radius:var(--radius-pill);border:0;background:var(--primary);color:var(--on-primary);font-weight:600;font-size:14px;box-shadow:var(--shadow)}
.tour a{color:var(--primary)}
@media (max-width:860px){.start-grid{grid-template-columns:1fr}.tour{right:8px;left:8px;bottom:8px;width:auto}}
.tour.in-shell{top:76px;bottom:auto}
.tour-btn{border-color:var(--primary);color:var(--primary)}
.th-dark .tour-btn{color:var(--primary)}
@media (max-width:860px){.tour.in-shell{top:72px;bottom:auto}.tour-btn{padding:0 10px}}

/* agent picker */
.picker{position:relative;display:inline-flex}
.picker-btn{gap:8px}
.pick-menu{width:340px;max-width:calc(100vw - 32px);max-height:380px;overflow:auto;right:0;top:40px}
.menu .pick-row{display:flex;align-items:center;gap:10px;padding:8px 10px}
.menu .pick-row[aria-selected="true"]{background:var(--highlight)}
.menu .pick-row[aria-disabled="true"]{opacity:.55;cursor:not-allowed}
.pick-row .avatar.sm svg.i{width:16px;height:16px}
.chip.amber{white-space:nowrap}
.statebar.dana{background:var(--highlight);font-size:14px;line-height:20px}
.statebar.dana .avatar,.dana-tip .avatar{width:28px;height:28px;font-size:11px}
.dana-tip{display:flex;align-items:center;gap:10px;padding:10px 12px;margin-bottom:14px;border-radius:var(--radius-md);background:var(--highlight);font-size:14px;line-height:20px}

/* Crewly logo */
.logo-mark{width:32px;height:32px;flex:none;display:inline-block;background:url(img/crewly-mark.png) center/contain no-repeat}
.th-dark .logo-mark{background-image:url(img/crewly-mark-dark.png)}
.logo-mark.on-blue,.th-dark .logo-mark.on-blue{width:36px;height:36px;border-radius:10px;background:#fff url(img/crewly-mark.png) center/72% no-repeat}

/* guidance: suggested next step + walkthrough */
.suggest{display:flex;align-items:center;gap:10px;padding:8px 12px;border-radius:var(--radius-md);background:var(--highlight);font-size:14px;line-height:20px}
.suggest.tip{background:var(--surface-sunken);color:var(--ink-muted)}
.composer.note-mode .suggest{display:none}
#coach{position:fixed;inset:0;z-index:70;pointer-events:none}
.coach-hole{position:fixed;border-radius:var(--radius-md);box-shadow:0 0 0 9999px rgba(17,24,39,.55);outline:2px solid #60A5FA;transition:all .2s}
.coach-card{position:fixed;pointer-events:auto;background:var(--surface-raised);color:var(--ink);border-radius:var(--radius-lg);padding:14px 16px;box-shadow:var(--shadow);font-family:'Poppins',system-ui,sans-serif}
#coach.th-light{--surface-raised:#fff;--ink:#1F242E;--ink-muted:#525A68;--primary:#2563EB;--on-primary:#fff;--border-strong:#6B7280;--surface-sunken:#EDEFF2;--shadow:0 12px 32px rgba(17,24,39,.2);--primary-hover:#1D4ED8}
#coach.th-dark{--surface-raised:#1F242E;--ink:#F3F4F6;--ink-muted:#A7AFBD;--primary:#60A5FA;--on-primary:#0B1220;--border-strong:#7A8496;--surface-sunken:#12151B;--shadow:0 12px 32px rgba(0,0,0,.5);--primary-hover:#93C5FD}
@media (prefers-reduced-motion:reduce){.coach-hole{transition:none}}

/* calmer briefing + scripts */
.from-dana{padding:12px 16px}
.fd-head{display:flex;align-items:center;gap:12px}
.fd-new{display:flex;align-items:center;gap:8px;margin-top:4px;font-size:14px;line-height:20px}
.fd-new span:nth-child(2){flex:1;min-width:0}
.fd-list{margin:10px 0 0;padding:10px 0 0 22px;border-top:1px solid var(--border);display:grid;gap:6px;font-size:14px;line-height:20px;color:var(--ink-muted)}
.quick{align-items:center}
.scripts-menu{bottom:40px;top:auto;right:0;width:min(460px,calc(100vw - 32px));max-height:360px;overflow:auto;padding:8px}
.scripts-tabs{flex-wrap:wrap;margin-bottom:6px}
.scripts-tabs button{flex:none}
.menu .script-row{display:block;width:100%;text-align:left;padding:10px 12px;border-radius:var(--radius-sm);font-size:14px;line-height:20px;white-space:normal}
.menu .scripts-tabs button{width:auto;display:inline-flex;padding:6px 10px;font-size:13px;border-radius:6px}
.menu .scripts-tabs button[aria-pressed="true"]{background:var(--surface-raised)}

/* shift manager */
.brief-edit{display:flex;gap:6px;align-items:flex-start;margin-bottom:8px}
.brief-edit .field{min-height:0;font-size:14px;line-height:20px}
.ap-row{display:flex;align-items:center;gap:10px;width:100%;text-align:left;padding:10px;border:1px solid var(--border);border-radius:var(--radius-md);background:var(--surface-raised);margin-bottom:8px}
.ap-row:hover{border-color:var(--border-strong)}
.ap-row.sel{border-color:var(--primary);background:var(--highlight)}
.ap-photo{width:100%;max-width:320px;height:auto;border-radius:var(--radius-md);display:block}
.ap-actions{display:grid;grid-template-columns:1fr 1fr;gap:12px}
.live{display:grid;grid-template-columns:1fr 340px;gap:16px;align-items:start}
.live-conv{display:flex;flex-direction:column;overflow:hidden;min-height:520px}
.live-conv .msgs{max-height:560px}
.live-conv .who{gap:8px}
@media (max-width:1180px){.live,.ap-actions{grid-template-columns:1fr}}
.ap-grid{display:grid;grid-template-columns:320px 1fr;gap:16px;align-items:start}
@media (max-width:1180px){.ap-grid{grid-template-columns:1fr}}

/* ---------- shift manager: agent detail + end of shift ---------- */
.avatar.lg{width:56px;height:56px;font-size:20px;flex:none}
.name-btn{background:none;border:0;padding:0;font:inherit;font-weight:600;color:var(--primary);cursor:pointer;text-align:left}
.name-btn:hover{text-decoration:underline}
.agent-head{display:flex;align-items:center;gap:16px;margin-bottom:16px;flex-wrap:wrap}
.kpi .caption{margin-top:4px;display:flex;align-items:center;gap:4px}
.kpi .caption.bad{color:var(--danger);font-weight:500}
.stars{color:#B45309;letter-spacing:1px;font-size:14px;white-space:nowrap;flex:none}
.th-dark .stars{color:#F2B84B}
.stars .off{color:var(--border-strong)}
.list-row.rating{align-items:flex-start}
.chip.idea{border-radius:var(--radius-md);justify-content:flex-start;text-align:left;white-space:normal;height:auto;padding:8px 10px;line-height:18px}
.sel-sm{min-width:200px;padding:6px 10px;font-size:14px}
.sel-sm.need{border-color:var(--danger)}
.end-tbl td{vertical-align:top}
.end-tbl td:nth-child(3){min-width:240px}
.end-foot{display:flex;align-items:center;gap:16px;flex-wrap:wrap;margin-top:16px;padding:16px 20px;border-radius:var(--radius-lg);background:var(--surface-raised);border:1px solid var(--border)}
.btn[aria-disabled=true]{opacity:.55}
.done-mark{width:48px;height:48px;border-radius:50%;display:grid;place-items:center;background:var(--ok-bg);color:var(--ok-ink);margin-bottom:12px}
.done-mark svg{width:26px;height:26px}
/* Manager tables as cards on phones: no sideways scrolling, the action stays in view. */
@media (max-width:720px){
  .tbl.cards thead{display:none}
  .tbl.cards,.tbl.cards tbody,.tbl.cards tr,.tbl.cards td{display:block;width:100%}
  .tbl.cards tr{padding:12px 0;border-bottom:1px solid var(--border)}
  .tbl.cards tr:last-child{border-bottom:0}
  .tbl.cards td{border:0;padding:3px 0;white-space:normal;text-align:left!important}
  .tbl.cards td:first-child{font-size:15px}
  .tbl.cards td[data-l]::before{content:attr(data-l) ": ";color:var(--ink-muted);font-weight:400}
  .end-tbl.cards td[data-l]::before{content:attr(data-l);display:block;font-size:12px;line-height:16px;margin-top:6px}
  .end-tbl td:nth-child(3){min-width:0}
  .end-tbl .sel-sm{width:100%;min-width:0;margin-top:2px}
  .card.panel .list-row{flex-wrap:wrap}
}
@media (max-width:720px){
  .tbl.cards:not(.end-tbl) tr{display:flex;flex-wrap:wrap;gap:2px 14px;align-items:center}
  .tbl.cards:not(.end-tbl) td{width:auto;font-size:13px}
  .tbl.cards:not(.end-tbl) td:first-child{width:100%;font-size:15px}
}
.ny-text{flex:1;min-width:0}
.ny-act{display:flex;gap:8px;align-items:center;flex:none}
@media (max-width:720px){
  .ny-row{flex-wrap:wrap}
  .ny-text{flex:1 1 calc(100% - 40px)}
  .ny-act{width:100%;justify-content:flex-end}
}

/* ---------- operations manager ---------- */
.dash-2.even{grid-template-columns:1fr 1fr}
.bars{display:grid;gap:10px}
.bar-row{display:grid;grid-template-columns:minmax(90px,130px) 1fr auto;align-items:center;gap:10px;font-size:14px;line-height:20px;padding:2px 4px;border-radius:6px}
.bar-row:hover{background:var(--highlight)}
.bar-track{height:12px;display:block}
.bar-fill{display:block;height:12px;border-radius:0 4px 4px 0;background:var(--primary)}
.bar-fill.flag{background:repeating-linear-gradient(135deg,var(--primary) 0 4px,var(--highlight) 4px 7px);box-shadow:inset 0 0 0 1.5px var(--primary)}
.bar-v{color:var(--ink);font-weight:500;white-space:nowrap;font-variant-numeric:tabular-nums}
.bad-v{color:var(--danger);font-weight:600;display:inline-flex;align-items:center;gap:4px}
.rule{display:flex;gap:20px;align-items:flex-start;padding:16px 0;border-bottom:1px solid var(--border)}
.rule:first-child{padding-top:4px}.rule:last-child{border-bottom:0;padding-bottom:4px}
.rule-main{flex:1;min-width:0}
.rule-ctrl{flex:none}
.rule-impact{margin-top:8px;padding:8px 10px;border-radius:var(--radius-sm,8px);background:var(--highlight);display:flex;gap:6px;align-items:flex-start}
.switch{width:44px;height:26px;border-radius:13px;border:1.5px solid var(--border-strong);background:var(--surface);position:relative;cursor:pointer;padding:0}
.switch span{position:absolute;top:3px;left:3px;width:17px;height:17px;border-radius:50%;background:var(--ink-muted);transition:left .15s}
.switch[aria-checked=true]{background:var(--primary);border-color:var(--primary)}
.switch[aria-checked=true] span{left:21px;background:#fff}
.thread{display:flex;flex-direction:column;gap:8px;max-height:260px;overflow:auto;margin-bottom:12px}
.thread .msg{max-width:90%}
.chip-x{background:none;border:0;padding:0 0 0 4px;color:inherit;cursor:pointer;display:inline-flex}
.rep-grid{grid-template-columns:1.2fr 1fr}
.rep-preview{border-top:4px solid var(--primary)}
@media (max-width:1180px){.dash-2.even{grid-template-columns:1fr}}
@media (max-width:720px){.rule{flex-direction:column;gap:10px}.bar-row{grid-template-columns:90px 1fr auto}}
@media (max-width:1180px){.rep-grid{grid-template-columns:1fr}}
@media (max-width:720px){.quick .chip{max-width:100%;white-space:normal;height:auto}}
@media (max-width:720px){.top .hide-sm{display:none}.top .chip{min-width:0;overflow:hidden;text-overflow:ellipsis;white-space:nowrap}}
.tbl.wrap-h th{white-space:normal;vertical-align:bottom}
div.lbl{font-size:14px;line-height:20px;font-weight:500;margin-top:4px}
.rcpt{margin:0 0 14px;padding:6px;border:1px solid var(--border);border-radius:var(--radius-md);background:var(--surface-raised);box-shadow:var(--shadow)}
.rcpt-h{display:flex;align-items:center;justify-content:space-between;padding:8px 8px 4px;font-size:12px;line-height:16px;font-weight:600;color:var(--ink-muted);text-transform:uppercase;letter-spacing:.04em}
.link-sm{background:none;border:0;padding:0;font:inherit;font-size:13px;text-transform:none;letter-spacing:0;color:var(--primary);cursor:pointer;font-weight:600}
.rcpt .pick-row{display:flex;align-items:center;gap:10px;width:100%;padding:8px;border:0;background:none;border-radius:var(--radius-md);cursor:pointer;color:var(--ink);font:inherit;font-size:14px}
.rcpt .pick-row:hover{background:var(--highlight)}
.pick-check{width:20px;height:20px;border-radius:6px;border:1.5px solid var(--border-strong);display:grid;place-items:center;flex:none}
.pick-row[aria-checked=true] .pick-check{background:var(--primary);border-color:var(--primary);color:#fff}
.rcpt .link-sm{width:auto;padding:2px 4px;display:inline}.rcpt .btn{width:auto;padding:6px 14px}.rcpt .btn.primary{background:var(--primary);color:#fff}

/* ---------- surveys (ops) ---------- */
:root,.th-light{--r1:#C2410C;--r2:#FDBA74;--r3:#CBD5E1;--r4:#93C5FD;--r5:#2563EB}
.th-dark{--r1:#FB923C;--r2:#9A3412;--r3:#4B5563;--r4:#1E40AF;--r5:#60A5FA}
.dist{display:flex;width:140px;height:12px;border-radius:4px;overflow:hidden;gap:2px;flex:none}
.dist span{display:block;height:100%}
.dist .s1,.dist-legend .s1{background:var(--r1)}.dist .s2,.dist-legend .s2{background:var(--r2)}.dist .s3,.dist-legend .s3{background:var(--r3)}.dist .s4,.dist-legend .s4{background:var(--r4)}.dist .s5,.dist-legend .s5{background:var(--r5)}
.dist-legend{display:flex;gap:10px;flex-wrap:wrap}
.dist-legend span{display:inline-flex;align-items:center;gap:4px}
.dist-legend i{display:inline-block;width:10px;height:10px;border-radius:3px}
.agent-head .dist{width:180px;height:14px}
.find{display:flex;align-items:center;gap:8px;min-width:280px;max-width:420px;flex:1}
.find .i{flex:none;color:var(--ink-muted)}
.find .field{padding:7px 10px;font-size:14px}
.sv-grid{grid-template-columns:minmax(0,1fr) minmax(0,1fr)}
.sv-row{display:flex;gap:12px;align-items:flex-start;width:100%;text-align:left;padding:10px;border:1px solid var(--border);border-radius:var(--radius-md);background:var(--surface-raised);margin-bottom:8px;cursor:pointer;color:var(--ink);font:inherit}
.sv-row:hover{border-color:var(--border-strong)}
.sv-row.sel{border-color:var(--primary);background:var(--highlight)}
.sv-row .stars{margin-top:2px}
.sv-c{display:block;font-size:14px;line-height:20px}
.sv-panel{position:sticky;top:0}
.sv-quote{padding:10px 12px;border-radius:var(--radius-md);background:var(--surface-sunken,var(--highlight));font-size:15px;line-height:22px;margin:4px 0 12px}
.sv-quote.low{background:var(--danger-bg)}
.sv-msgs{display:flex;flex-direction:column;gap:8px;max-height:340px;overflow:auto;padding:4px 2px}
.sv-msgs .msg{max-width:85%}
.sv-empty{display:grid;place-items:center;text-align:center;padding:40px 16px;color:var(--ink-muted)}
.sv-empty .i{width:28px;height:28px}
.sv-grid .chip[aria-pressed=true]{background:var(--primary);border-color:var(--primary);color:#fff}
@media (max-width:1180px){.sv-grid{grid-template-columns:1fr}.sv-panel{position:static}}
@media (max-width:720px){.find{min-width:0;max-width:none;width:100%}.dist{width:120px}.agent-head .dist{width:100%}}
/* Dana: low ratings open into the chat behind them */
.rating-btn{width:100%;background:none;border:0;border-bottom:1px solid var(--border);font:inherit;color:var(--ink);cursor:pointer;text-align:left;border-radius:0}
.rating-btn:hover{background:var(--highlight)}
.rating-wrap.open .rating-btn{background:var(--highlight);border-bottom-color:transparent}
.rating-chat{padding:10px 0 14px;border-bottom:1px solid var(--border)}
.rating-chat .msgs{padding:4px 2px;max-height:300px;gap:8px}
.rating-chat .msg{max-width:85%}
.rating-act{display:flex;gap:8px;flex-wrap:wrap;margin-top:10px}
@media (max-width:720px){
  .tbl.cards tr.sel td{background:none}
  .tbl.cards tr.sel{background:var(--highlight);border-radius:var(--radius-md);padding-left:10px;padding-right:10px}
  .panel-h .tabs{max-width:100%;overflow-x:auto;flex-wrap:nowrap}
  .panel-h .tabs button{flex:none}
}