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,

ui/operator/styles.css

@@ -5987,3 +5987,66 @@ body.analytics-drilldown-open {
     padding: 10px 16px 0;
   }
 }
+
+.agent-pool-item,
+.escalation-item {
+  display: flex;
+  flex-wrap: wrap;
+  align-items: center;
+  gap: 6px 10px;
+  padding: 12px 14px;
+  border: 1px solid var(--line);
+  border-radius: 12px;
+  margin-bottom: 8px;
+  background: #fff;
+}
+
+.agent-pool-item strong,
+.escalation-item strong {
+  flex-basis: 100%;
+}
+
+.status-badge {
+  display: inline-flex;
+  align-items: center;
+  gap: 6px;
+  padding: 2px 10px;
+  border-radius: 999px;
+  font-size: 12px;
+  font-weight: 700;
+  white-space: nowrap;
+}
+
+.status-badge::before {
+  content: "";
+  width: 6px;
+  height: 6px;
+  border-radius: 50%;
+  background: currentColor;
+}
+
+.status-badge.is-success {
+  background: var(--success-soft);
+  color: var(--success);
+}
+
+.status-badge.is-warning {
+  background: var(--warning-soft);
+  color: var(--warning);
+}
+
+.status-badge.is-danger {
+  background: var(--danger-soft);
+  color: var(--danger);
+}
+
+.status-badge.is-muted {
+  background: #eef1f6;
+  color: #6b7280;
+}
+
+.agent-pool-meta,
+.escalation-meta {
+  font-size: 12px;
+  color: #6b7280;
+}

ui/supervisor/app.js

@@ -698,6 +698,178 @@ async function setAgentState() {
   }
 }
 
+const AGENT_STATUS_LABELS = {
+  AVAILABLE: 'Свободен',
+  RESERVED: 'Зарезервирован',
+  RINGING: 'Звонок идёт',
+  TALKING: 'На линии',
+  AFTER_CALL_WORK: 'Постобработка',
+  PAUSED: 'Пауза',
+  OFFLINE: 'Offline',
+};
+
+const AGENT_STATUS_TONE = {
+  AVAILABLE: 'is-success',
+  RESERVED: 'is-warning',
+  RINGING: 'is-warning',
+  TALKING: 'is-success',
+  AFTER_CALL_WORK: 'is-warning',
+  PAUSED: 'is-muted',
+  OFFLINE: 'is-danger',
+};
+
+const ESCALATION_STATUS_LABELS = {
+  requested: 'Запрошена',
+  ringing: 'Дозвон оператора',
+  completed: 'Завершена',
+  failed: 'Не удалась',
+};
+
+const ESCALATION_STATUS_TONE = {
+  requested: 'is-warning',
+  ringing: 'is-warning',
+  completed: 'is-success',
+  failed: 'is-danger',
+};
+
+function statusBadge(labels, tones, value) {
+  const label = labels[value] || value || 'неизвестно';
+  const tone = tones[value] || 'is-muted';
+  return `<span class="status-badge ${tone}">${escapeHtml(label)}</span>`;
+}
+
+function renderCallAgents(items) {
+  const byStatus = {};
+  items.forEach((item) => {
+    byStatus[item.status] = (byStatus[item.status] || 0) + 1;
+  });
+  $('callAgentsSummary').innerHTML = [
+    renderSummaryCard('Всего в пуле', items.length, 'Операторы L2/L3'),
+    renderSummaryCard('Свободны', byStatus.AVAILABLE || 0, 'Могут принять звонок сейчас'),
+    renderSummaryCard('На линии', (byStatus.TALKING || 0) + (byStatus.RINGING || 0) + (byStatus.RESERVED || 0), 'Заняты звонком или дозвоном'),
+    renderSummaryCard('Offline', byStatus.OFFLINE || 0, 'Недоступны'),
+  ].join('');
+
+  if (!items.length) {
+    $('callAgentsList').innerHTML = '<li class="empty-state">Пул пуст. Добавьте оператора ниже.</li>';
+    return;
+  }
+
+  $('callAgentsList').innerHTML = items
+    .map(
+      (item) => `
+        <li class="agent-pool-item">
+          <strong>${escapeHtml(item.display_name)} · вн. ${escapeHtml(item.extension)}</strong>
+          ${statusBadge(AGENT_STATUS_LABELS, AGENT_STATUS_TONE, item.status)}
+          <span class="status-badge is-muted">${escapeHtml(item.level)}</span>
+          ${item.enabled ? '' : '<span class="status-badge is-danger">отключён</span>'}
+          <span class="agent-pool-meta">tenant: ${escapeHtml((item.tenant_ids || []).join(', ') || '-')}</span>
+          <span class="agent-pool-meta">навыки: ${escapeHtml((item.skills || []).join(', ') || '-')}</span>
+          <span class="agent-pool-meta">принято звонков: ${Number(item.calls_handled_count || 0)}</span>
+          ${item.current_call_id ? `<span class="agent-pool-meta">текущий звонок: ${escapeHtml(item.current_call_id)}</span>` : ''}
+        </li>
+      `,
+    )
+    .join('');
+}
+
+async function loadCallAgents(silent = false) {
+  try {
+    const data = await api('routing', 'agents');
+    renderCallAgents(Array.isArray(data) ? data : []);
+    if (!silent) {
+      log('Пул L2-операторов обновлён', { count: data.length });
+    }
+  } catch (err) {
+    $('callAgentsList').innerHTML = '<li class="empty-state">Не удалось загрузить пул операторов.</li>';
+    if (!silent) {
+      log('Не удалось загрузить пул операторов', { error: err.message });
+    }
+  }
+}
+
+async function createCallAgent() {
+  try {
+    const extension = $('newAgentExtension').value.trim();
+    if (!extension) {
+      log('Укажите внутренний номер оператора');
+      return;
+    }
+    const skills = $('newAgentSkills').value
+      .split(',')
+      .map((item) => item.trim())
+      .filter(Boolean);
+    const tenantId = $('newAgentTenant').value.trim();
+    const data = await api('routing', 'agents', {
+      method: 'POST',
+      body: JSON.stringify({
+        extension,
+        display_name: $('newAgentDisplayName').value.trim() || `Оператор ${extension}`,
+        level: $('newAgentLevel').value,
+        tenant_ids: tenantId ? [tenantId] : [],
+        skills,
+        max_concurrent_calls: 1,
+        enabled: true,
+      }),
+    });
+    log('Оператор добавлен в пул', { agent_id: data.agent_id, extension: data.extension });
+    $('newAgentExtension').value = '';
+    $('newAgentDisplayName').value = '';
+    $('newAgentSkills').value = '';
+    await loadCallAgents();
+  } catch (err) {
+    log('Не удалось добавить оператора', { error: err.message });
+  }
+}
+
+function renderEscalations(items) {
+  const byStatus = {};
+  items.forEach((item) => {
+    byStatus[item.status] = (byStatus[item.status] || 0) + 1;
+  });
+  $('escalationsSummary').innerHTML = [
+    renderSummaryCard('Активных', (byStatus.requested || 0) + (byStatus.ringing || 0), 'Ждут/дозваниваются до оператора'),
+    renderSummaryCard('Завершено', byStatus.completed || 0, 'Успешно приняты оператором'),
+    renderSummaryCard('Не удалось', byStatus.failed || 0, 'Свободного оператора не нашлось'),
+  ].join('');
+
+  if (!items.length) {
+    $('escalationsList').innerHTML = '<li class="empty-state">Эскалаций пока не было.</li>';
+    return;
+  }
+
+  $('escalationsList').innerHTML = items
+    .map(
+      (item) => `
+        <li class="escalation-item">
+          <strong>звонок ${escapeHtml(item.call_id)}</strong>
+          ${statusBadge(ESCALATION_STATUS_LABELS, ESCALATION_STATUS_TONE, item.status)}
+          <span class="status-badge is-muted">${escapeHtml(item.from_level)} → ${escapeHtml(item.to_level)}</span>
+          <span class="escalation-meta">причина: ${escapeHtml(item.reason_code || '-')}</span>
+          <span class="escalation-meta">оператор: ${escapeHtml(item.assigned_agent_id || 'не назначен')}</span>
+          <span class="escalation-meta">запрошена: ${formatTime(item.requested_at)}</span>
+          ${item.summary ? `<span class="escalation-meta">тема: ${escapeHtml(item.summary)}</span>` : ''}
+        </li>
+      `,
+    )
+    .join('');
+}
+
+async function loadEscalations(silent = false) {
+  try {
+    const data = await api('routing', 'escalations?limit=30');
+    renderEscalations(Array.isArray(data) ? data : []);
+    if (!silent) {
+      log('Лента эскалаций обновлена', { count: data.length });
+    }
+  } catch (err) {
+    $('escalationsList').innerHTML = '<li class="empty-state">Не удалось загрузить эскалации.</li>';
+    if (!silent) {
+      log('Не удалось загрузить эскалации', { error: err.message });
+    }
+  }
+}
+
 async function saveQueueMetrics() {
   try {
     const queueId = encodeURIComponent($('queueMetricId').value.trim() || 'line2');
@@ -973,7 +1145,16 @@ function wire() {
   $('loginBtn').addEventListener('click', login);
   $('corporateLoginBtn').addEventListener('click', startCorporateLogin);
   $('refreshBtn').addEventListener('click', async () => {
-    await Promise.all([loadRealtime(), loadKpi(), loadLiveCalls(), loadAgents(), loadRecordings(), refreshKnowledgeBase(true)]);
+    await Promise.all([
+      loadRealtime(),
+      loadKpi(),
+      loadLiveCalls(),
+      loadAgents(),
+      loadCallAgents(),
+      loadEscalations(),
+      loadRecordings(),
+      refreshKnowledgeBase(true),
+    ]);
     log('Данные супервизора обновлены');
   });
   $('loadRealtimeBtn').addEventListener('click', loadRealtime);
@@ -981,6 +1162,9 @@ function wire() {
   $('loadLiveCallsBtn').addEventListener('click', () => loadLiveCalls());
   $('loadAgentsBtn').addEventListener('click', loadAgents);
   $('setAgentBtn').addEventListener('click', setAgentState);
+  $('loadCallAgentsBtn').addEventListener('click', () => loadCallAgents());
+  $('createCallAgentBtn').addEventListener('click', createCallAgent);
+  $('loadEscalationsBtn').addEventListener('click', () => loadEscalations());
   $('saveQueueMetricsBtn').addEventListener('click', saveQueueMetrics);
   $('createKbCategoryBtn').addEventListener('click', createKnowledgeCategory);
   $('loadKbBtn').addEventListener('click', () => refreshKnowledgeBase());
@@ -1015,11 +1199,15 @@ async function init() {
     loadKpi(),
     loadLiveCalls(true),
     loadAgents(),
+    loadCallAgents(true),
+    loadEscalations(true),
     loadRecordings(),
     refreshKnowledgeBase(true),
   ]);
   window.setInterval(() => {
     void loadLiveCalls(true);
+    void loadCallAgents(true);
+    void loadEscalations(true);
   }, 5000);
   log('Пульт супервизора готов');
 }

ui/supervisor/index.html

@@ -35,6 +35,8 @@
           <a class="nav-link" href="#realtime"><span class="nav-bullet"></span>Оперативный срез</a>
           <a class="nav-link" href="#liveCalls"><span class="nav-bullet"></span>Живые звонки</a>
           <a class="nav-link" href="#agents"><span class="nav-bullet"></span>Агенты</a>
+          <a class="nav-link" href="#callRoutingAgents"><span class="nav-bullet"></span>Пул L2 (звонки)</a>
+          <a class="nav-link" href="#escalations"><span class="nav-bullet"></span>Эскалации</a>
           <a class="nav-link" href="#queues"><span class="nav-bullet"></span>Очереди</a>
           <a class="nav-link" href="#knowledge"><span class="nav-bullet"></span>База знаний</a>
         </div>
@@ -153,6 +155,45 @@
             <ul id="agentsList" class="list"></ul>
           </article>
 
+          <article class="panel reveal" id="callRoutingAgents">
+            <h2>Пул операторов L2 (звонки)</h2>
+            <p class="hint">Реальный пул для эскалации звонков с Voice AI (L1) на живых операторов +7 747 645 6048. Отдельно от демо-статусов в блоке «Агенты» выше — здесь показан фактический пул Routing Engine.</p>
+            <div class="actions compact-actions">
+              <button id="loadCallAgentsBtn" class="btn ghost">Обновить пул</button>
+            </div>
+            <div id="callAgentsSummary" class="summary-grid"></div>
+            <ul id="callAgentsList" class="list"></ul>
+
+            <details class="details-block">
+              <summary>Добавить оператора в пул</summary>
+              <div class="inline-form split-two">
+                <input id="newAgentExtension" placeholder="Внутренний номер (напр. 2001)" />
+                <input id="newAgentDisplayName" placeholder="Имя оператора" />
+              </div>
+              <div class="inline-form split-two">
+                <select id="newAgentLevel">
+                  <option value="L2" selected>L2 — оператор</option>
+                  <option value="L3">L3 — технический специалист</option>
+                </select>
+                <input id="newAgentTenant" placeholder="Tenant ID" value="konturai" />
+              </div>
+              <div class="inline-form compact">
+                <input id="newAgentSkills" placeholder="Навыки через запятую (необязательно)" />
+                <button id="createCallAgentBtn" class="btn">Добавить в пул</button>
+              </div>
+            </details>
+          </article>
+
+          <article class="panel reveal" id="escalations">
+            <h2>Эскалации AI → оператор</h2>
+            <p class="hint">Живая лента: какие звонки Voice AI передал(-ает) на L2 и кто из операторов их принял.</p>
+            <div class="actions compact-actions">
+              <button id="loadEscalationsBtn" class="btn ghost">Обновить эскалации</button>
+            </div>
+            <div id="escalationsSummary" class="summary-grid"></div>
+            <ul id="escalationsList" class="list"></ul>
+          </article>
+
           <article class="panel reveal" id="queues">
             <h2>Очередь</h2>
             <div class="inline-form split-two">