feat: surface L2 agent pool and escalations on supervisor screen

- routing-service: GET /escalations (list recent escalation attempts)
- supervisor UI: new panel showing the real agent pool (status, level,
  tenant, skills, calls handled) fed by GET /agents, with a form to add
  operators to the pool
- supervisor UI: new live escalation feed (AI->L2 handoffs, status,
  assigned operator), auto-refreshed every 5s alongside live calls

services/routing_service/app.py

@@ -12,6 +12,7 @@ from services.shared.models import (
     AgentCreate,
     AgentPoolOut,
     AgentStatusUpdateIn,
+    EscalationOut,
     HealthResponse,
     QueueCreate,
     QueueOut,
@@ -20,7 +21,7 @@ from services.shared.models import (
 )
 from services.shared.security import require_roles
 from services.shared.sql_init import init_sql_schema
-from services.shared.sql_models import AgentRow, IvrSessionRow, Queue, RoutingCounter
+from services.shared.sql_models import AgentRow, EscalationRow, IvrSessionRow, Queue, RoutingCounter
 
 app = FastAPI(title="routing-service", version="1.1.0")
 
@@ -328,6 +329,43 @@ def update_agent_status(
         session.close()
 
 
+def _escalation_to_out(row: EscalationRow) -> EscalationOut:
+    return EscalationOut(
+        escalation_id=row.escalation_id,
+        call_id=row.call_id,
+        tenant_id=row.tenant_id,
+        from_level=row.from_level,
+        to_level=row.to_level,
+        reason_code=row.reason_code,
+        required_skills=routing_engine.parse_list_json(row.required_skills_json),
+        priority=row.priority,
+        topic=row.topic,
+        summary=row.summary,
+        status=row.status,
+        assigned_agent_id=row.assigned_agent_id,
+        requested_at=row.requested_at,
+        connected_at=row.connected_at,
+        completed_at=row.completed_at,
+    )
+
+
+@app.get("/escalations", response_model=list[EscalationOut])
+def list_escalations(
+    status: str | None = None,
+    limit: int = 50,
+    _: dict = Depends(require_roles(Role.ADMIN, Role.SUPERVISOR)),
+) -> list[EscalationOut]:
+    session = get_session()
+    try:
+        stmt = select(EscalationRow).order_by(EscalationRow.id.desc()).limit(max(1, min(limit, 200)))
+        if status:
+            stmt = stmt.where(EscalationRow.status == status)
+        rows = session.execute(stmt).scalars().all()
+        return [_escalation_to_out(r) for r in rows]
+    finally:
+        session.close()
+
+
 @app.post("/internal/routing/reserve-agent", response_model=RoutingAgentReserveOut)
 def reserve_agent_endpoint(
     payload: RoutingAgentReserveIn,