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
This commit is contained in:
Hermes Agent
@@ -12,6 +12,7 @@ from services.shared.models import (
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AgentCreate,
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AgentPoolOut,
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AgentStatusUpdateIn,
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EscalationOut,
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HealthResponse,
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QueueCreate,
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QueueOut,
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@@ -20,7 +21,7 @@ from services.shared.models import (
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)
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from services.shared.security import require_roles
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from services.shared.sql_init import init_sql_schema
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from services.shared.sql_models import AgentRow, IvrSessionRow, Queue, RoutingCounter
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from services.shared.sql_models import AgentRow, EscalationRow, IvrSessionRow, Queue, RoutingCounter
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app = FastAPI(title="routing-service", version="1.1.0")
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@@ -328,6 +329,43 @@ def update_agent_status(
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session.close()
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def _escalation_to_out(row: EscalationRow) -> EscalationOut:
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return EscalationOut(
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escalation_id=row.escalation_id,
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call_id=row.call_id,
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tenant_id=row.tenant_id,
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from_level=row.from_level,
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to_level=row.to_level,
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reason_code=row.reason_code,
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required_skills=routing_engine.parse_list_json(row.required_skills_json),
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priority=row.priority,
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topic=row.topic,
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summary=row.summary,
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status=row.status,
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assigned_agent_id=row.assigned_agent_id,
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requested_at=row.requested_at,
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connected_at=row.connected_at,
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completed_at=row.completed_at,
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)
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@app.get("/escalations", response_model=list[EscalationOut])
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def list_escalations(
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status: str | None = None,
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limit: int = 50,
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_: dict = Depends(require_roles(Role.ADMIN, Role.SUPERVISOR)),
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) -> list[EscalationOut]:
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session = get_session()
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try:
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stmt = select(EscalationRow).order_by(EscalationRow.id.desc()).limit(max(1, min(limit, 200)))
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if status:
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stmt = stmt.where(EscalationRow.status == status)
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rows = session.execute(stmt).scalars().all()
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return [_escalation_to_out(r) for r in rows]
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finally:
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session.close()
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@app.post("/internal/routing/reserve-agent", response_model=RoutingAgentReserveOut)
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def reserve_agent_endpoint(
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payload: RoutingAgentReserveIn,
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@@ -5987,3 +5987,66 @@ body.analytics-drilldown-open {
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padding: 10px 16px 0;
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}
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}
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.agent-pool-item,
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.escalation-item {
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display: flex;
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flex-wrap: wrap;
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align-items: center;
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gap: 6px 10px;
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padding: 12px 14px;
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border: 1px solid var(--line);
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border-radius: 12px;
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margin-bottom: 8px;
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background: #fff;
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}
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.agent-pool-item strong,
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.escalation-item strong {
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flex-basis: 100%;
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}
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.status-badge {
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display: inline-flex;
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align-items: center;
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gap: 6px;
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padding: 2px 10px;
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border-radius: 999px;
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font-size: 12px;
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font-weight: 700;
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white-space: nowrap;
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}
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.status-badge::before {
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content: "";
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width: 6px;
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height: 6px;
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border-radius: 50%;
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background: currentColor;
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}
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.status-badge.is-success {
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background: var(--success-soft);
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color: var(--success);
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}
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.status-badge.is-warning {
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background: var(--warning-soft);
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color: var(--warning);
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}
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.status-badge.is-danger {
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background: var(--danger-soft);
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color: var(--danger);
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}
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.status-badge.is-muted {
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background: #eef1f6;
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color: #6b7280;
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}
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.agent-pool-meta,
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.escalation-meta {
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font-size: 12px;
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color: #6b7280;
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}
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+189
-1
@@ -698,6 +698,178 @@ async function setAgentState() {
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}
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}
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const AGENT_STATUS_LABELS = {
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AVAILABLE: 'Свободен',
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RESERVED: 'Зарезервирован',
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RINGING: 'Звонок идёт',
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TALKING: 'На линии',
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AFTER_CALL_WORK: 'Постобработка',
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PAUSED: 'Пауза',
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OFFLINE: 'Offline',
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};
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const AGENT_STATUS_TONE = {
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AVAILABLE: 'is-success',
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RESERVED: 'is-warning',
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RINGING: 'is-warning',
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TALKING: 'is-success',
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AFTER_CALL_WORK: 'is-warning',
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PAUSED: 'is-muted',
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OFFLINE: 'is-danger',
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};
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const ESCALATION_STATUS_LABELS = {
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requested: 'Запрошена',
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ringing: 'Дозвон оператора',
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completed: 'Завершена',
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failed: 'Не удалась',
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};
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const ESCALATION_STATUS_TONE = {
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requested: 'is-warning',
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ringing: 'is-warning',
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completed: 'is-success',
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failed: 'is-danger',
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};
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function statusBadge(labels, tones, value) {
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const label = labels[value] || value || 'неизвестно';
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const tone = tones[value] || 'is-muted';
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return `<span class="status-badge ${tone}">${escapeHtml(label)}</span>`;
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}
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function renderCallAgents(items) {
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const byStatus = {};
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items.forEach((item) => {
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byStatus[item.status] = (byStatus[item.status] || 0) + 1;
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});
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$('callAgentsSummary').innerHTML = [
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renderSummaryCard('Всего в пуле', items.length, 'Операторы L2/L3'),
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renderSummaryCard('Свободны', byStatus.AVAILABLE || 0, 'Могут принять звонок сейчас'),
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renderSummaryCard('На линии', (byStatus.TALKING || 0) + (byStatus.RINGING || 0) + (byStatus.RESERVED || 0), 'Заняты звонком или дозвоном'),
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renderSummaryCard('Offline', byStatus.OFFLINE || 0, 'Недоступны'),
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].join('');
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if (!items.length) {
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$('callAgentsList').innerHTML = '<li class="empty-state">Пул пуст. Добавьте оператора ниже.</li>';
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return;
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}
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$('callAgentsList').innerHTML = items
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.map(
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(item) => `
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<li class="agent-pool-item">
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<strong>${escapeHtml(item.display_name)} · вн. ${escapeHtml(item.extension)}</strong>
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${statusBadge(AGENT_STATUS_LABELS, AGENT_STATUS_TONE, item.status)}
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<span class="status-badge is-muted">${escapeHtml(item.level)}</span>
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${item.enabled ? '' : '<span class="status-badge is-danger">отключён</span>'}
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<span class="agent-pool-meta">tenant: ${escapeHtml((item.tenant_ids || []).join(', ') || '-')}</span>
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<span class="agent-pool-meta">навыки: ${escapeHtml((item.skills || []).join(', ') || '-')}</span>
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<span class="agent-pool-meta">принято звонков: ${Number(item.calls_handled_count || 0)}</span>
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${item.current_call_id ? `<span class="agent-pool-meta">текущий звонок: ${escapeHtml(item.current_call_id)}</span>` : ''}
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</li>
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`,
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)
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.join('');
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}
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async function loadCallAgents(silent = false) {
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try {
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const data = await api('routing', 'agents');
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renderCallAgents(Array.isArray(data) ? data : []);
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if (!silent) {
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log('Пул L2-операторов обновлён', { count: data.length });
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}
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} catch (err) {
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$('callAgentsList').innerHTML = '<li class="empty-state">Не удалось загрузить пул операторов.</li>';
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if (!silent) {
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log('Не удалось загрузить пул операторов', { error: err.message });
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}
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}
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}
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async function createCallAgent() {
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try {
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const extension = $('newAgentExtension').value.trim();
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if (!extension) {
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log('Укажите внутренний номер оператора');
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return;
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}
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const skills = $('newAgentSkills').value
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.split(',')
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.map((item) => item.trim())
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.filter(Boolean);
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const tenantId = $('newAgentTenant').value.trim();
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const data = await api('routing', 'agents', {
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method: 'POST',
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body: JSON.stringify({
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extension,
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display_name: $('newAgentDisplayName').value.trim() || `Оператор ${extension}`,
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level: $('newAgentLevel').value,
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tenant_ids: tenantId ? [tenantId] : [],
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skills,
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max_concurrent_calls: 1,
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enabled: true,
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}),
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});
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log('Оператор добавлен в пул', { agent_id: data.agent_id, extension: data.extension });
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$('newAgentExtension').value = '';
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$('newAgentDisplayName').value = '';
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$('newAgentSkills').value = '';
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await loadCallAgents();
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} catch (err) {
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log('Не удалось добавить оператора', { error: err.message });
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}
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}
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function renderEscalations(items) {
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const byStatus = {};
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items.forEach((item) => {
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byStatus[item.status] = (byStatus[item.status] || 0) + 1;
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});
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$('escalationsSummary').innerHTML = [
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renderSummaryCard('Активных', (byStatus.requested || 0) + (byStatus.ringing || 0), 'Ждут/дозваниваются до оператора'),
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renderSummaryCard('Завершено', byStatus.completed || 0, 'Успешно приняты оператором'),
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renderSummaryCard('Не удалось', byStatus.failed || 0, 'Свободного оператора не нашлось'),
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].join('');
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if (!items.length) {
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$('escalationsList').innerHTML = '<li class="empty-state">Эскалаций пока не было.</li>';
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return;
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}
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$('escalationsList').innerHTML = items
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.map(
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(item) => `
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<li class="escalation-item">
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<strong>звонок ${escapeHtml(item.call_id)}</strong>
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${statusBadge(ESCALATION_STATUS_LABELS, ESCALATION_STATUS_TONE, item.status)}
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<span class="status-badge is-muted">${escapeHtml(item.from_level)} → ${escapeHtml(item.to_level)}</span>
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<span class="escalation-meta">причина: ${escapeHtml(item.reason_code || '-')}</span>
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<span class="escalation-meta">оператор: ${escapeHtml(item.assigned_agent_id || 'не назначен')}</span>
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<span class="escalation-meta">запрошена: ${formatTime(item.requested_at)}</span>
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${item.summary ? `<span class="escalation-meta">тема: ${escapeHtml(item.summary)}</span>` : ''}
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</li>
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`,
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)
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.join('');
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}
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async function loadEscalations(silent = false) {
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try {
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const data = await api('routing', 'escalations?limit=30');
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renderEscalations(Array.isArray(data) ? data : []);
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if (!silent) {
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log('Лента эскалаций обновлена', { count: data.length });
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}
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} catch (err) {
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$('escalationsList').innerHTML = '<li class="empty-state">Не удалось загрузить эскалации.</li>';
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if (!silent) {
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log('Не удалось загрузить эскалации', { error: err.message });
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}
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}
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}
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async function saveQueueMetrics() {
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try {
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const queueId = encodeURIComponent($('queueMetricId').value.trim() || 'line2');
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@@ -973,7 +1145,16 @@ function wire() {
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$('loginBtn').addEventListener('click', login);
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$('corporateLoginBtn').addEventListener('click', startCorporateLogin);
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$('refreshBtn').addEventListener('click', async () => {
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await Promise.all([loadRealtime(), loadKpi(), loadLiveCalls(), loadAgents(), loadRecordings(), refreshKnowledgeBase(true)]);
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await Promise.all([
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loadRealtime(),
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loadKpi(),
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loadLiveCalls(),
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loadAgents(),
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loadCallAgents(),
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loadEscalations(),
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loadRecordings(),
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refreshKnowledgeBase(true),
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]);
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log('Данные супервизора обновлены');
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});
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$('loadRealtimeBtn').addEventListener('click', loadRealtime);
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@@ -981,6 +1162,9 @@ function wire() {
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$('loadLiveCallsBtn').addEventListener('click', () => loadLiveCalls());
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$('loadAgentsBtn').addEventListener('click', loadAgents);
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$('setAgentBtn').addEventListener('click', setAgentState);
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$('loadCallAgentsBtn').addEventListener('click', () => loadCallAgents());
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$('createCallAgentBtn').addEventListener('click', createCallAgent);
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$('loadEscalationsBtn').addEventListener('click', () => loadEscalations());
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$('saveQueueMetricsBtn').addEventListener('click', saveQueueMetrics);
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$('createKbCategoryBtn').addEventListener('click', createKnowledgeCategory);
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$('loadKbBtn').addEventListener('click', () => refreshKnowledgeBase());
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@@ -1015,11 +1199,15 @@ async function init() {
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loadKpi(),
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loadLiveCalls(true),
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loadAgents(),
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loadCallAgents(true),
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loadEscalations(true),
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loadRecordings(),
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refreshKnowledgeBase(true),
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]);
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window.setInterval(() => {
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void loadLiveCalls(true);
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void loadCallAgents(true);
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void loadEscalations(true);
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}, 5000);
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log('Пульт супервизора готов');
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}
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@@ -35,6 +35,8 @@
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<a class="nav-link" href="#realtime"><span class="nav-bullet"></span>Оперативный срез</a>
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<a class="nav-link" href="#liveCalls"><span class="nav-bullet"></span>Живые звонки</a>
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<a class="nav-link" href="#agents"><span class="nav-bullet"></span>Агенты</a>
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<a class="nav-link" href="#callRoutingAgents"><span class="nav-bullet"></span>Пул L2 (звонки)</a>
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<a class="nav-link" href="#escalations"><span class="nav-bullet"></span>Эскалации</a>
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<a class="nav-link" href="#queues"><span class="nav-bullet"></span>Очереди</a>
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<a class="nav-link" href="#knowledge"><span class="nav-bullet"></span>База знаний</a>
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</div>
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@@ -153,6 +155,45 @@
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<ul id="agentsList" class="list"></ul>
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</article>
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<article class="panel reveal" id="callRoutingAgents">
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<h2>Пул операторов L2 (звонки)</h2>
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<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>
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<div class="actions compact-actions">
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<button id="loadCallAgentsBtn" class="btn ghost">Обновить пул</button>
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</div>
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<div id="callAgentsSummary" class="summary-grid"></div>
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<ul id="callAgentsList" class="list"></ul>
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<details class="details-block">
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<summary>Добавить оператора в пул</summary>
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<div class="inline-form split-two">
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<input id="newAgentExtension" placeholder="Внутренний номер (напр. 2001)" />
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<input id="newAgentDisplayName" placeholder="Имя оператора" />
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</div>
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<div class="inline-form split-two">
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<select id="newAgentLevel">
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<option value="L2" selected>L2 — оператор</option>
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<option value="L3">L3 — технический специалист</option>
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</select>
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<input id="newAgentTenant" placeholder="Tenant ID" value="konturai" />
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</div>
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<div class="inline-form compact">
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<input id="newAgentSkills" placeholder="Навыки через запятую (необязательно)" />
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<button id="createCallAgentBtn" class="btn">Добавить в пул</button>
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</div>
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</details>
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</article>
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<article class="panel reveal" id="escalations">
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<h2>Эскалации AI → оператор</h2>
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<p class="hint">Живая лента: какие звонки Voice AI передал(-ает) на L2 и кто из операторов их принял.</p>
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<div class="actions compact-actions">
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<button id="loadEscalationsBtn" class="btn ghost">Обновить эскалации</button>
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</div>
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<div id="escalationsSummary" class="summary-grid"></div>
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<ul id="escalationsList" class="list"></ul>
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</article>
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<article class="panel reveal" id="queues">
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<h2>Очередь</h2>
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<div class="inline-form split-two">
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Reference in New Issue
Block a user