:root {
  --primary: #2563eb;
  --primary-hover: #1d4ed8;
  --primary-light: #eff6ff;
  --primary-border: #bfdbfe;
  
  --success: #10b981;
  --success-light: #ecfdf5;
  --success-border: #a7f3d0;
  --success-text: #065f46;

  --danger: #ef4444;
  --danger-light: #fef2f2;
  --danger-border: #fecaca;
  --danger-text: #991b1b;

  --warning: #f59e0b;
  --warning-light: #fffbeb;
  --warning-border: #fde68a;
  --warning-text: #92400e;

  --info: #0284c7;
  --info-light: #f0f9ff;
  --info-border: #bae6fd;
  --info-text: #075985;

  --purple: #8b5cf6;
  --purple-light: #f5f3ff;
  --purple-border: #ddd6fe;
  --purple-text: #5b21b6;

  --bg-main: #f8fafc;
  --bg-card: #ffffff;
  --text-main: #0f172a;
  --text-muted: #64748b;
  --border-color: #e2e8f0;
  
  --shadow-sm: 0 1px 2px 0 rgb(0 0 0 / 0.05);
  --shadow: 0 4px 6px -1px rgb(0 0 0 / 0.07), 0 2px 4px -2px rgb(0 0 0 / 0.05);
  --shadow-lg: 0 10px 15px -3px rgb(0 0 0 / 0.1), 0 4px 6px -4px rgb(0 0 0 / 0.1);
  --radius-sm: 6px;
  --radius: 10px;
  --radius-lg: 16px;
}

* {
  margin: 0;
  padding: 0;
  box-sizing: border-box;
}

body {
  font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif;
  background-color: var(--bg-main);
  color: var(--text-main);
  line-height: 1.5;
  font-size: 14px;
}

/* Layout */
.app-container {
  display: flex;
  min-height: 100vh;
}

/* Sidebar */
.sidebar {
  width: 260px;
  background-color: #1e293b;
  color: #f1f5f9;
  display: flex;
  flex-direction: column;
  flex-shrink: 0;
}

.sidebar-header {
  padding: 24px 20px;
  border-bottom: 1px solid #334155;
  display: flex;
  align-items: center;
  gap: 12px;
}

.sidebar-header .logo-icon {
  width: 40px;
  height: 40px;
  background: linear-gradient(135deg, #3b82f6, #1d4ed8);
  border-radius: 10px;
  display: flex;
  align-items: center;
  justify-content: center;
  font-size: 20px;
  color: #fff;
  box-shadow: 0 4px 10px rgba(37, 99, 235, 0.4);
}

.sidebar-header h1 {
  font-size: 16px;
  font-weight: 700;
  line-height: 1.2;
}

.sidebar-header span {
  font-size: 11px;
  color: #94a3b8;
  display: block;
  margin-top: 2px;
}

.nav-menu {
  list-style: none;
  padding: 20px 12px;
  display: flex;
  flex-direction: column;
  gap: 6px;
  flex: 1;
}

.nav-link {
  display: flex;
  align-items: center;
  gap: 12px;
  padding: 10px 14px;
  color: #cbd5e1;
  text-decoration: none;
  border-radius: var(--radius-sm);
  font-weight: 500;
  transition: all 0.15s ease;
  cursor: pointer;
}

.nav-link:hover {
  background-color: #334155;
  color: #ffffff;
}

.nav-link.active {
  background-color: var(--primary);
  color: #ffffff;
}

.nav-badge {
  margin-left: auto;
  background-color: var(--danger);
  color: white;
  padding: 2px 7px;
  border-radius: 999px;
  font-size: 11px;
  font-weight: 700;
  display: none;
}

.nav-badge.visible {
  display: inline-block;
}

.sidebar-footer {
  padding: 16px;
  border-top: 1px solid #334155;
  font-size: 12px;
  color: #64748b;
  display: flex;
  flex-direction: column;
  gap: 4px;
}

/* Main Content Area */
.main-wrapper {
  flex: 1;
  display: flex;
  flex-direction: column;
  min-width: 0;
  overflow-y: auto;
}

/* Top Navbar */
.top-navbar {
  height: 64px;
  background-color: var(--bg-card);
  border-bottom: 1px solid var(--border-color);
  padding: 0 32px;
  display: flex;
  align-items: center;
  justify-content: space-between;
}

.page-title h2 {
  font-size: 18px;
  font-weight: 700;
}

.page-title p {
  font-size: 12px;
  color: var(--text-muted);
}

.top-actions {
  display: flex;
  align-items: center;
  gap: 16px;
}

.live-indicator {
  display: flex;
  align-items: center;
  gap: 8px;
  font-size: 12px;
  font-weight: 600;
  color: var(--text-muted);
  background-color: var(--bg-main);
  padding: 6px 12px;
  border-radius: 999px;
  border: 1px solid var(--border-color);
}

.pulse-dot {
  width: 8px;
  height: 8px;
  background-color: var(--success);
  border-radius: 50%;
  box-shadow: 0 0 0 0 rgba(16, 185, 129, 0.7);
  animation: pulse 1.8s infinite;
}

@keyframes pulse {
  0% { transform: scale(0.95); box-shadow: 0 0 0 0 rgba(16, 185, 129, 0.7); }
  70% { transform: scale(1); box-shadow: 0 0 0 6px rgba(16, 185, 129, 0); }
  100% { transform: scale(0.95); box-shadow: 0 0 0 0 rgba(16, 185, 129, 0); }
}

.btn {
  display: inline-flex;
  align-items: center;
  gap: 8px;
  padding: 8px 14px;
  font-size: 13px;
  font-weight: 500;
  border-radius: var(--radius-sm);
  border: 1px solid transparent;
  cursor: pointer;
  transition: all 0.15s ease;
  text-decoration: none;
}

.btn-primary {
  background-color: var(--primary);
  color: #fff;
}
.btn-primary:hover {
  background-color: var(--primary-hover);
}

.btn-outline {
  background-color: transparent;
  border-color: var(--border-color);
  color: var(--text-main);
}
.btn-outline:hover {
  background-color: #f1f5f9;
}

.btn-success {
  background-color: var(--success);
  color: #fff;
}
.btn-success:hover {
  background-color: #059669;
}

.btn-sm {
  padding: 4px 8px;
  font-size: 12px;
}

/* Page Views */
.content-area {
  padding: 28px 32px;
  flex: 1;
}

.tab-pane {
  display: none;
}
.tab-pane.active {
  display: block;
}

/* KPI Cards Grid */
.kpi-grid {
  display: grid;
  grid-template-columns: repeat(auto-fit, minmax(210px, 1fr));
  gap: 16px;
  margin-bottom: 24px;
}

.kpi-card {
  background-color: var(--bg-card);
  border: 1px solid var(--border-color);
  border-radius: var(--radius);
  padding: 18px 20px;
  box-shadow: var(--shadow-sm);
  display: flex;
  flex-direction: column;
  transition: transform 0.15s ease, box-shadow 0.15s ease;
}

.kpi-card:hover {
  box-shadow: var(--shadow);
  transform: translateY(-2px);
}

.kpi-card.highlight-danger {
  border-left: 4px solid var(--danger);
  background: linear-gradient(to right, #fff5f5, #ffffff);
}

.kpi-card.highlight-success {
  border-left: 4px solid var(--success);
}

.kpi-card.highlight-purple {
  border-left: 4px solid var(--purple);
}

.kpi-card.highlight-primary {
  border-left: 4px solid var(--primary);
}

.kpi-header {
  display: flex;
  align-items: center;
  justify-content: space-between;
  margin-bottom: 8px;
}

.kpi-title {
  font-size: 12px;
  font-weight: 600;
  text-transform: uppercase;
  letter-spacing: 0.5px;
  color: var(--text-muted);
}

.kpi-icon {
  font-size: 18px;
}

.kpi-value {
  font-size: 28px;
  font-weight: 700;
  line-height: 1.1;
  color: var(--text-main);
  margin-bottom: 6px;
}

.kpi-sub {
  font-size: 12px;
  color: var(--text-muted);
  display: flex;
  align-items: center;
  gap: 4px;
}

/* Sections & Cards */
.grid-two-columns {
  display: grid;
  grid-template-columns: 2fr 1fr;
  gap: 20px;
  margin-bottom: 24px;
}

.section-card {
  background-color: var(--bg-card);
  border: 1px solid var(--border-color);
  border-radius: var(--radius);
  box-shadow: var(--shadow-sm);
  overflow: hidden;
  margin-bottom: 24px;
}

.section-header {
  padding: 16px 20px;
  border-bottom: 1px solid var(--border-color);
  display: flex;
  align-items: center;
  justify-content: space-between;
  background-color: #ffffff;
}

.section-header h3 {
  font-size: 15px;
  font-weight: 600;
  display: flex;
  align-items: center;
  gap: 8px;
}

.section-body {
  padding: 20px;
}

/* Terminal Status List */
.terminal-list {
  display: flex;
  flex-direction: column;
  gap: 12px;
}

.terminal-item {
  display: flex;
  align-items: center;
  justify-content: space-between;
  padding: 12px 14px;
  border-radius: var(--radius-sm);
  border: 1px solid var(--border-color);
  background-color: #fafbfc;
}

.terminal-info {
  display: flex;
  align-items: center;
  gap: 12px;
}

.terminal-status-dot {
  width: 10px;
  height: 10px;
  border-radius: 50%;
}
.terminal-status-dot.online { background-color: var(--success); }
.terminal-status-dot.idle { background-color: var(--warning); }
.terminal-status-dot.offline { background-color: var(--text-muted); }

.terminal-name {
  font-weight: 600;
  font-size: 13px;
}

.terminal-meta {
  font-size: 11px;
  color: var(--text-muted);
}

/* Tables */
.table-responsive {
  overflow-x: auto;
}

.custom-table {
  width: 100%;
  border-collapse: collapse;
  text-align: left;
}

.custom-table th {
  background-color: #f8fafc;
  color: #475569;
  font-weight: 600;
  font-size: 12px;
  text-transform: uppercase;
  letter-spacing: 0.5px;
  padding: 12px 16px;
  border-bottom: 1px solid var(--border-color);
}

.custom-table td {
  padding: 14px 16px;
  border-bottom: 1px solid var(--border-color);
  font-size: 13px;
  vertical-align: middle;
}

.custom-table tr:hover {
  background-color: #f1f5f9;
}

/* Badges for Call Status */
.status-badge {
  display: inline-flex;
  align-items: center;
  gap: 5px;
  padding: 3px 10px;
  border-radius: 999px;
  font-size: 11px;
  font-weight: 600;
  white-space: nowrap;
}

.badge-answered {
  background-color: var(--success-light);
  color: var(--success-text);
  border: 1px solid var(--success-border);
}

.badge-missed-pending {
  background-color: var(--danger-light);
  color: var(--danger-text);
  border: 1px solid var(--danger-border);
  font-weight: 700;
}

.badge-resolved-outgoing {
  background-color: var(--purple-light);
  color: var(--purple-text);
  border: 1px solid var(--purple-border);
}

.badge-resolved-retry {
  background-color: var(--info-light);
  color: var(--info-text);
  border: 1px solid var(--info-border);
}

.badge-outgoing-answered {
  background-color: #e0f2fe;
  color: #0369a1;
  border: 1px solid #bae6fd;
}

.badge-outgoing-unanswered {
  background-color: #f1f5f9;
  color: #64748b;
  border: 1px solid #cbd5e1;
}

/* Filters bar */
.filters-bar {
  display: flex;
  flex-wrap: wrap;
  gap: 12px;
  align-items: center;
  margin-bottom: 20px;
  padding: 16px;
  background-color: #ffffff;
  border: 1px solid var(--border-color);
  border-radius: var(--radius);
}

.filter-group {
  display: flex;
  flex-direction: column;
  gap: 4px;
}

.filter-group label {
  font-size: 11px;
  font-weight: 600;
  text-transform: uppercase;
  color: var(--text-muted);
}

.form-control {
  padding: 7px 12px;
  border: 1px solid var(--border-color);
  border-radius: var(--radius-sm);
  font-size: 13px;
  background-color: #ffffff;
  color: var(--text-main);
  outline: none;
}

.form-control:focus {
  border-color: var(--primary);
  box-shadow: 0 0 0 2px rgba(37, 99, 235, 0.15);
}

/* Modal */
.modal-overlay {
  display: none;
  position: fixed;
  top: 0;
  left: 0;
  width: 100vw;
  height: 100vh;
  background-color: rgba(15, 23, 42, 0.6);
  z-index: 1000;
  align-items: center;
  justify-content: center;
  backdrop-filter: blur(2px);
}

.modal-overlay.active {
  display: flex;
}

.modal-content {
  background-color: #ffffff;
  border-radius: var(--radius-lg);
  width: 90%;
  max-width: 650px;
  max-height: 85vh;
  overflow-y: auto;
  box-shadow: var(--shadow-lg);
  padding: 24px;
  position: relative;
}

.modal-header {
  display: flex;
  align-items: center;
  justify-content: space-between;
  margin-bottom: 20px;
  padding-bottom: 12px;
  border-bottom: 1px solid var(--border-color);
}

.modal-header h3 {
  font-size: 16px;
  font-weight: 700;
}

.btn-close {
  background: none;
  border: none;
  font-size: 20px;
  cursor: pointer;
  color: var(--text-muted);
}

/* Timeline */
.timeline {
  display: flex;
  flex-direction: column;
  gap: 16px;
  margin: 16px 0;
}

.timeline-item {
  display: flex;
  gap: 12px;
  align-items: flex-start;
}

.timeline-marker {
  width: 28px;
  height: 28px;
  border-radius: 50%;
  display: flex;
  align-items: center;
  justify-content: center;
  background-color: var(--primary-light);
  color: var(--primary);
  font-size: 12px;
  flex-shrink: 0;
  border: 1px solid var(--primary-border);
}

.timeline-content {
  flex: 1;
  background-color: #f8fafc;
  padding: 10px 14px;
  border-radius: var(--radius-sm);
  border: 1px solid var(--border-color);
}

/* Hour bars */
.hour-bars {
  display: flex;
  align-items: flex-end;
  gap: 6px;
  height: 140px;
  padding-top: 20px;
}

.hour-col {
  flex: 1;
  display: flex;
  flex-direction: column;
  align-items: center;
  gap: 4px;
  height: 100%;
  justify-content: flex-end;
}

.hour-bar {
  width: 100%;
  background-color: var(--primary);
  border-radius: 4px 4px 0 0;
  min-height: 4px;
  transition: height 0.3s ease;
}

.hour-label {
  font-size: 10px;
  color: var(--text-muted);
}

/* -------------------------------------------------------------
   KNOWLEDGE BASE / GUÍA Y CONCEPTOS DEL CALL CENTER
   ------------------------------------------------------------- */
.guide-banner {
  background: linear-gradient(135deg, #1e293b 0%, #0f172a 100%);
  color: #ffffff;
  border-radius: var(--radius);
  padding: 28px 32px;
  margin-bottom: 24px;
  position: relative;
  overflow: hidden;
  box-shadow: var(--shadow);
}

.guide-banner::after {
  content: "☎";
  position: absolute;
  right: 24px;
  bottom: -20px;
  font-size: 120px;
  opacity: 0.06;
  pointer-events: none;
}

.guide-banner h2 {
  font-size: 22px;
  font-weight: 800;
  margin-bottom: 6px;
  color: #f8fafc;
}

.guide-banner p {
  color: #94a3b8;
  font-size: 14px;
  max-width: 780px;
  line-height: 1.6;
}

.concept-grid {
  display: grid;
  grid-template-columns: repeat(auto-fit, minmax(320px, 1fr));
  gap: 20px;
  margin-bottom: 24px;
}

.concept-card {
  background: var(--bg-card);
  border: 1px solid var(--border-color);
  border-radius: var(--radius);
  padding: 22px;
  box-shadow: var(--shadow-sm);
  display: flex;
  flex-direction: column;
  gap: 12px;
  transition: transform 0.15s ease, box-shadow 0.15s ease;
}

.concept-card:hover {
  transform: translateY(-2px);
  box-shadow: var(--shadow);
}

.concept-icon-header {
  display: flex;
  align-items: center;
  gap: 12px;
}

.concept-icon {
  width: 42px;
  height: 42px;
  border-radius: 10px;
  display: flex;
  align-items: center;
  justify-content: center;
  font-size: 20px;
  flex-shrink: 0;
}

.concept-icon.green { background-color: var(--success-light); color: var(--success-text); border: 1px solid var(--success-border); }
.concept-icon.red { background-color: var(--danger-light); color: var(--danger-text); border: 1px solid var(--danger-border); }
.concept-icon.purple { background-color: var(--purple-light); color: var(--purple-text); border: 1px solid var(--purple-border); }
.concept-icon.blue { background-color: var(--info-light); color: var(--info-text); border: 1px solid var(--info-border); }

.concept-title {
  font-size: 16px;
  font-weight: 700;
  color: var(--text-main);
}

.concept-desc {
  font-size: 13px;
  color: #334155;
  line-height: 1.6;
}

/* Tarjeta comparativa: Local vs Global */
.comparison-container {
  display: grid;
  grid-template-columns: 1fr 1fr;
  gap: 16px;
  margin: 16px 0;
}

.comparison-box {
  padding: 16px;
  border-radius: var(--radius-sm);
  font-size: 13px;
  line-height: 1.5;
}

.comparison-box.bad {
  background-color: #fef2f2;
  border: 1px solid #fecaca;
  color: #991b1b;
}

.comparison-box.good {
  background-color: #f0fdf4;
  border: 1px solid #bbf7d0;
  color: #166534;
}

.comparison-box h4 {
  font-size: 13px;
  font-weight: 700;
  margin-bottom: 6px;
  display: flex;
  align-items: center;
  gap: 6px;
}

/* Escenarios paso a paso */
.scenarios-list {
  display: flex;
  flex-direction: column;
  gap: 16px;
}

.scenario-card {
  background-color: #ffffff;
  border: 1px solid var(--border-color);
  border-radius: var(--radius);
  padding: 20px;
  box-shadow: var(--shadow-sm);
}

.scenario-header {
  display: flex;
  align-items: center;
  justify-content: space-between;
  margin-bottom: 12px;
  padding-bottom: 10px;
  border-bottom: 1px solid var(--border-color);
}

.scenario-tag {
  font-size: 11px;
  font-weight: 700;
  text-transform: uppercase;
  padding: 3px 8px;
  border-radius: 4px;
  letter-spacing: 0.5px;
}

.scenario-flow {
  display: flex;
  align-items: center;
  flex-wrap: wrap;
  gap: 8px;
  margin: 12px 0;
  background-color: #f8fafc;
  padding: 12px 16px;
  border-radius: var(--radius-sm);
  border: 1px dashed #cbd5e1;
}

.flow-step {
  display: flex;
  align-items: center;
  gap: 6px;
  font-size: 12px;
  font-weight: 600;
  color: #1e293b;
}

.flow-arrow {
  color: #94a3b8;
  font-weight: bold;
}

.flow-result {
  margin-left: auto;
}

/* Glosario de Estados */
.glossary-grid {
  display: grid;
  grid-template-columns: repeat(auto-fit, minmax(280px, 1fr));
  gap: 16px;
}

.glossary-item {
  background-color: #ffffff;
  border: 1px solid var(--border-color);
  border-radius: var(--radius);
  padding: 18px;
  display: flex;
  flex-direction: column;
  gap: 8px;
}

.glossary-item .item-header {
  display: flex;
  align-items: center;
  justify-content: space-between;
}

.glossary-item .item-desc {
  font-size: 13px;
  color: #475569;
  line-height: 1.5;
}

.glossary-item .item-action {
  font-size: 11px;
  background-color: #f8fafc;
  padding: 6px 10px;
  border-radius: 4px;
  border-left: 3px solid var(--primary);
  color: #334155;
  margin-top: 4px;
}

/* Preguntas Frecuentes */
.faq-list {
  display: flex;
  flex-direction: column;
  gap: 12px;
}

.faq-item {
  background-color: #ffffff;
  border: 1px solid var(--border-color);
  border-radius: var(--radius-sm);
  padding: 16px;
}

.faq-question {
  font-size: 14px;
  font-weight: 700;
  color: var(--text-main);
  margin-bottom: 6px;
  display: flex;
  align-items: center;
  gap: 8px;
}

.faq-answer {
  font-size: 13px;
  color: #475569;
  line-height: 1.6;
}