call-center/docs/roadmap/03-supervisor-reporting-kb.md

Stage 3 - Supervisor + Reporting + KB-lite (Weeks 8-10)

Goal

Add manageability and analytics: realtime supervisor view, KPI core reporting, knowledge base support.

Scope

• supervisor-service realtime state
• reporting-service KPI aggregation: SL, ASA, AHT, Abandon, FCR
• kb-service categories/articles/search
• stage 3 OpenAPI contracts

Deliverables

• dashboard-ready supervisor API
• reporting export endpoint
• KB-lite APIs for operational usage

Gate 3 DoD

• Supervisor sees realtime operational state
• KPI reports reproducible
• KB usable in operator flow